KAY Jewelers — Local services in Fruitport Charter Township

The initial buying experience was quite good, but tbh everything after that would be bad even for McDonalds.

As short as I can: my wife lost her wedding ring, so we went in to Kay to get a replacement. We spoke to a representative, who helped us find a ring that was within our budget and then sized her finger for the ring. We paid in full at the desk, and then headed out with a "promise date" of October 3rd.

On October 5th, my wife and I came back to the store to pick up the ring, assuming that it would be there since it was a couple days beyond the promise date. We were told that the ring had not arrived yet, and they probably missed it in the shipment from the local repair shop where it was getting sized. They then said it would be in for sure by that Thursday.

That Thursday we got a call from the store saying they got the stone, but the quality of the set wasn't up to par, so they sent it back to the repair shop to be fixed. They informed us they should have it back in a couple more days. Okay, not something we were super happy about, but at least they cared about the quality of the gem right?

After that 2 weeks went by, and we heard nothing from the store the entire time. So I decided to do what most people might do in that situation - call to get an update. Over the course of the next week and a half, I called the store a total of six times during business hours (and two other times before that outside of business hours, before I realized their business hours were different because of COVID). The call was allowed to ring out every time. To make matters worse, there was no voicemail system or even a method to leave your name and number and reason for calling. Never got a call back.

Finally, on October 29th, almost 4 weeks after the initial promise date, I called corporate customer service. First they had trouble finding our order, because the person who put it in apparently did so without attaching an order number to the receipt. After finally finding the order, she told me the ring had arrived back at the store on October 28th. I thought, "ok. Not super happy, but at least they finally have it."

So yesterday, having some free time after a long busy weekend, I headed in to the store during lunch hour to pick up the ring. But when I got there I was informed they had not received the ring back yet. They then called their repair shop and told me they would have it by the next day (today, November 3) at the latest. So today, I went back in at lunch hour. They told me they hadn't received the mail yet, that it usually arrived at noon (it was 12:45 at the time), and that they would give me a call as soon as they got it. Well, here we are, 4:09, and nothing. I actually tried to call again around 3 just to check on the status, and once again no answer.

So despite an initial good first impression, the buying experience as a whole can barely be rated a 0, to be honest. Their customer service was polite but kind of unapologetic about the situation. And we still don't have the ring yet. I will not be recommending Kay to any of my friends or family, and will recommend they go elsewhere to...

So my husband and I used to live in Indiana and had gotten a wedding ring set from the Clarksville IN store and the manager himself traded my ring set for another wedding set due to SO many issues with the my first wedding set , long story short they never did any paper work showing that we had traded for the new set and my warranty was gone which he had promised would transfer to the new set and it did NOT and I was told I would have to pay for a mistake that he had done ! We called and called for MONTHS and there has been SO MANY rude convos with the GM (In clarksville IN)herself and I was getting no answers. We went to the Kays in The Lakes Mall and Allison and Kat and John really helped us out with getting to the bottom of things and got my warranty back on my new wedding set . Allison and Kate and John were so kind and very helpful and went out of their way to help us. THANK YOU SO MUCH ALLISON AND TEAM AT...

If you’re looking for the best jeweler out there—stop your search now and ask for Katie (Cat) at Kay.

Katie helped me and my (now) wife design a custom engagement ring that absolutely blew us away. She listened to everything we wanted, added her own expert touch, and brought our vision to life with care, precision, and passion. When it came time for our wedding bands, she was right there again—helping us find the perfect matches, making the whole process feel effortless.

She even helped me find the perfect ring for myself, and has since guided me through necklace purchases and other gifts with the same level of dedication. The craziest part? She’s always available when I need her—even when she’s not in the store. Who does that anymore?

Katie isn’t just a jeweler—she’s our jeweler. Hands down the...