KAY Jewelers — Local services in Freehold Township

I will never shop at this Kay Jewelers again after the experience we had with my fiance's engagement ring. After purchasing the ring and proposing, we've had numerous issues with the ring. The engagement ring was custom, through Kay's "design shop". The girl we worked with, who no longer works at the Freehold Kay, was phenomenal, and did an excellent job designing the ring. However, the ring quality is poor and has been out for repair, more than my fiance has been able to wear it. Lost diamond settings, loose diamond settings, you name it.

Because the ring was custom made through Kay, we felt stuck to design the wedding band through Kay as well, hoping to work with the same girl that had originally designed the engagement ring. We were told that the ring had to be sent out to be molded around for the custom band. Understandable. After the ring was gone for three weeks, we got an update on the wedding band design, which turned out exactly how we DIDN'T want the band designed. We called the store to check on the ring and to tell them to cancel the order because we weren't happy with the design. The salesperson was on vacation and unavailable, and no one had any idea on the status of the ring. Called corporate. Corporate told us that the ring had been sent back to the store weeks ago. Drove to the store to be told by the manager that the ring was still at the shop and they had only received the paperwork. The manager apologized, but it was very unnerving that no one, including corporate knew where this ring was.

After another week of waiting, the ring came back to the store. I had picked it up in a hurry, but by the time my fiance got the ring back, she noticed that it looked filthy, and had an orange tint to it. Drove back to the store again to be told that they'd have to send it out AGAIN. This time it would be polished, cleaned, and inspected for warranty coverage. Fast forward another three weeks. The ring comes back and STILL has an orange tint to it. Walked back to the store to have the salesperson walk us to the Jared store (where they do repairs and cleanings), and had them clean the ring in front of us. Finally we have the ring back, and it finally looks as it should have from the beginning.

Long story short, will never give another dime to this...

I went into the store a few days before mother’s day just to browse. I was not expecting to buy anything, but the sales lady persuaded me into applying for their credit. After changing my annual income from what I told her it was, my credit limit was about 4,000. Not bad. That day (May 10th to be exact) I ordered a name plate for a necklace and I was told that I would receive a call within 5-7 business days. After the five to seven business days were up, I called and called and called and called. No answer, no call back. At this point, I don’t even want the name plate, but they wouldn’t know that because no one reached out to me. Also, they entered my personal information in their system incorrectly, so I was not able to access my account online. I’ve called customer service twice and my issue has yet to be resolved. I live 1hr away and work 2 jobs, so it is kind of hard to get back to the store, but when I do, I’ll probably take the items that I received that day back and just say the hell with them. It’s going on a month. Someone should been reached out...

One of the best experiences , I have ever had at any Kay. Samantha was fantastic and kind. I didn’t feel rushed or as though she didn’t want to be there, her organic energy and humor helped with my questions purchase. Thanks Samantha we will be coming back!

*update I came back to this location recently to get some jewelry cleaned and to get my wife’s engagement ring inspected..I was helped by one of the mangers by the name of Brandon..He was Excellent!!! He walked me through everything with patience and kindness, I didn’t feel rushed or anything. I can tell Brandon cares about what he does and he puts the customers first..which is very rare now days! I was even given information about promotions that was happening that day which saved me Money on my visit.. Brandon is One of one and me and my family will definitely be coming back! I highly recommend this location ..I’ve been to others and wasn’t impressed ..this place is a gem with customer service..thanks Kay Jewelers Freehold for a great...