KAY Jewelers — Local services in Greendale

In November of 2016, my husband and I decided to upgrade my wedding ring. Since we bought our original rings from Kay’s at Southridge, we thought we would stay loyal. I picked out my ring within an hour of being there, I was so happy! However, everything after that was beyond horrible. We signed up for a Kay’s credit card because we were told of the great financing opportunity they had, who wouldn’t want special financing, right? Wrong. By the time we received our first bill we were hit with a bunch of interest, after being told that IF we weren’t able to make the first payment to qualify for the 18 months no interest the interest amount would break down to about 2% of the bill a month. Wrong again, try like 26-29% interest a month. By this time, my ring came in but the wedding band and the ring were separate after I had specifically asked for them to be soldered together – but who wants to wait more time to wear their new beautiful ring?! I sure didn’t, so I settled. In the meantime, my husband was disputing the charges with Kay’s and we ended up returning my beautiful ring after going back and forth for about a week of exchanged phone calls, pointless conversations and being told that we were incorrect by the sales team at Kay’s – the woman we bought the ring from actually stonewalled us at a later date when we were there checking up on where our other jewelry was, great customer service! Since we put jewelry towards the new purchase, we had to wait to get it back in order to get anything else. Lucky for us, Jared’s is the parent company to Kay’s and the manager at the Brookfield location took over the headache of dealing with the rude behavior from Kay’s at Southridge. A year later, I found out that at the time of purchase, the sales person signed us up for the insurance that protects the payment if I were to lose my job, or were unable to pay for some reason. Well, fun fact, I never agreed to this coverage. So here I am, 13 months later with no resolution to the ‘premium’ charges that I have been accruing. Why is there no resolution? Well, since Kay’s changed over to Comenity bank staff no longer can view your credit card information, the new bank can’t change anything related to insurance and the insurance company can’t touch anything that was charged prior to 10/1/17 because they are no longer partnered with Kay’s. Come to find out, when we returned the ring, even if we would have signed up for the insurance, it doesn’t cancel automatically with a return – you will continue to get charged if there is any type of balance on the card (which there was from our awesome experience with the East Towne Mall location!), and you only have 30 days from the original purchase to cancel this insurance according to the insurance company. Yes, shame on me for not paying for attention to my billing statement – but when the charges are so minimal who sees that until it’s too late on the paperless system.. but shame on Kay’s for being deceitful! Now I am stuck paying for something, WITH INTEREST because I am out of my 12 month promotion from the East Towne purchase – LESSON LEARNED and I hope that someone else who reads this stays away from the sneaky behavior of the Kay’s Southridge sales team or at least goes in with a little more knowledge of what to look for when making a purchase with them. On a side note, not all Kay’s locations are dishonest – just this one… and who knows, maybe there are different staff there by now, for your sake I...

On July 22nd, my husband and I purchased a ring of which needed to be sent out to be re-sized and altered(diamond needed to switch out). Days after, I called to have the order cancel. I, specifically told the young man I did not want the ring anymore because I found a different ring with another jewelry company (Kesslers). I, SPECIFICALLY asked him multiple times if my husband and/or I needed to come into the store of which he denied. He said, he would take care of it. Let it be clear, I called to give them a heads up and confirm what was needed to cancel the order/return purchase. YES, I COULD'VE SIMPLY LOOKED ONLINE but why have employees in the store if they don't know their own policies.

Almost two months later, I'm slapped with a bill (late fees included) and a ring I DO NOT WANT and thought I CANCELED. The employee and manager informed they cannot return my purchase because I am unable to PROVIDE ORIGINAL RECEIPTS, COUPONS, ETC. OH, AND DID I MENTION, we purchased with a kay's credit card. SO PLEASE TELL ME, WHY THIS IS EVEN THE CASE?!? ALSO, THE RING HAS BEEN SITTING AT THE STORE FOR over a MONTH NOW of which my husband I didn't know about. APPARENTLY, THEY ONLY email WHICH CAN GO into your SPAM per the staff employee. So, they will let a ring sit in the store for a month and only continue to email the customer?!?!!!! Makes absolute sense.

I'm never the type to write reviews even when I come across bad service. This by far is the worst! Mortifying!!! Despicable! HOW DO YOU FORCE SOMEONE TO KEEP An unwanted DIAMOND RING (not ENGRAVED and ever possessed by the customer) OF WHICH was PURCHASED WITH THE own STORE'S CREDIT CARD just because one is unable provide original receipts?!

I'm sure if I went to another Kay's store, this would NOT...

STORE #0169, ALMOST 7 MONTHS TO GET MY WATCH BACK! Took my watch for repairs on December 28th, 2024 they said it would be complete by January 27th 2025. I tried calling several times before I took the trip there too check the status of my watch. (no one answers the phone there) I had no choice but to go there in person. My watch wasn't repaired yet the employee tells me they needed to send my watch out first to determine what it will cost me to get it repaired. She gives me a price that that I agreed too and tells me they would call me when it's ready to get picked up. I get a call from Kelly in February and he leaves me a voice mail telling me the price for the repair. I was confused. I tried calling back several times. (Like I said no one answers the phone there) I go there on my lunch break hoping that my watch is repaired. He said the same thing the other employee mentioned, that they needed to send it out first to determine what the price would be too get the watch fixed. I told Kelly I was there on January 27th for the same thing. So he sends it out for repairs in February 2025. I tried calling several times 2 weeks later. ( No answer) I go there to check the status on my watch. The employee tells me they will call me when it's done. 5 moths later, I tried calling several times on July 15th, 2025 (no one answers the phone) I take the ride there only too find out that they don't have the piece for my watch! I needed too wait another 4 days for my watch to arrive and finally got an email stating that my watch was repaired and ready to get picked up. MY WATCH WAS NEVER REPAIRED! I finally got my watch back July 15th, 2025 and taking it some where else for repairs and hoping that I don't have to...