KAY Jewelers — Local services in Greensboro

PLEASE TAKE THE TIME TO READ THIS REVIEW BEFORE CHOOSING TO SHOP HERE.

My fiancé bought my engagement ring from this store in September of 2023. It was an opal engagement ring by Levian. By January, the stone had faded to yellow so I reached out to Levian and they told us to bring it to the store we bought it from so we can have it repaired. When we brought it to the store, we informed the lady working about the situation and my fiancé told her no one informed him of how to care for an opal. She then got the manager involved and she says "most people who purchase opal know how to take care of it" but she can send it off and speak with the district manager and see what they can do to help. It's an engagement ring which is a gift and when you're spending a few thousand on something, you should be informed of all of that info whether you have purchased opal in the past or not. The manager of this store was rude from the very beginning and has a horrible attitude, just wanted to note that.

We sent the ring off on 1/31/2024. My fiancé got a call on 2/24/24 saying that the quote for the replacement of the stone would be $700 but they will take 20% off and that would make it $500. He approved the quote. We followed up on 3/6/24 to ask for an update to which we were told that "Levian is sourcing the stone" which didn't sound right.. it's an opal stone. Anyways, I followed up with Levian since I already had prior communication with them. I was told that a quote of $150 was sent to the store and they had not approved the quote. I was extremely bothered by this, so I called the store asking for answers. I was told the manager wouldn't be in until Wednesday and the district manager was out until Friday but someone would follow up with me by the end of the week. No one ever called me back so I contacted Kay's customer service to discuss this issue. I got a call back a few days later from someone different than who I originally spoke to and she told me that Levian sent them a different quote than what they sent us. I said if that's the case, send us the quote they sent you and we'd be happy to pay it. She said they can't send that information to me. But they expected us to pay it. This lady wanted me to send her screenshots of the message where they told me it would be $150 so I did. The call proof, the text and email proof. It is 3/20/24 and we are just now hearing back from Kay's customer service that they're going to replace the stone for $150, which is what should have been relayed to us from the beginning.

Still haven't heard anything out of the so called manager and district manager. I will never shop at Kay Jewelers ever again and this store clearly has shady business practices and I would take my business elsewhere if you're trying to decide where to go. I am sure they have intentionally ripped off so many people, we are definitely not the first.

Update: Got a call from district manager and customer service rep at Kay's and they are allowing us to pick up a brand new ring (same one purchased). Continuing to blame the ring manufacturer is lame and they should really take accountability. We are not stupid and know we were lied to from Kay’s, not LeVian. And to respond to the district managers comment, call me from an actual phone number not a “no caller ID” and I will be happy to tell you how I feel. Hasn’t changed. Funny how now all the sudden everyone wants to call back when I’ve been waiting for communication for...

Kayla is absolutely the best.

In June, she spent a couple of hours with me to design a necklace. My Mother, sister, nieces, and I all have the same 1st initial. So, I wanted a "J" with our 5 birthstones in it. She was able to draw my vision and tweaked it until I was satisfied. We talked about the stones (natural or lab created), the placement of the stones, as well as the size of each. We talked about the size of the pendant and where I ultimately wanted it to fall on my neck. Based on my profile, she already knew what type of metal I wanted...yellow gold always. She showed me different types if chains.

She guided me through all of the steps of receiving and approving the mold version, receiving the actual pendant, selecting the chain, and deciding how I wanted the pendant attached to the chain. After 3.5 months, I finally received the finished product yesterday. I'm not sure who was more excited...me or her. 😁 I never felt rushed during the process, and she always kept me informed every step of the way and answered all of my questions.

She is really a gem (no pun intended), and I have definitely enjoyed working working with her over the years. Her knowlwdge and customer service skills are more than exceptional. She makes you feel like you are the only person in the store when she works with you.

When I lost my a necklace and earrings set that my husband purchased for my birthday years ago, she helped me find the exact same items so that I could purchase another set.

If you are looking for jewelry or want to create a customized piece of jewelry, head over to Kay Jewelers in Friendly Center and ask for Kayla. I...

Worst assistant manager and manger ever to have held the job the owner really needs to reevaluate his staff. I tried to return my necklace I bought online. The assistant manager refused to return it because it was personalized not custom. I informed her I have spoken to customer service and they said the item was returnable. I had the text to chat to even prove it. The assistant manager did not believe me so she called customer support who told her it was not refundable. So the assistant manager refused. I said I would like to speak to the manager and she said she stepped out and that she agrees with the assistant manager. I left the building and called customer service and got a supervisor on the line. The supervisor stated that the item is returnable and that there should be no reason they won’t return it in store. The supervisor called the store to speak to the manager while I was in parking lot. The manager then argued with the supervisor saying that they will not return the product that she did not care what corporate customer support had to say. The supervisor then got her supervisor on the phone to prove that it was okay to return the product but the manager refused to believe them. Corporate stated that it was very unprofessional and they apologize on behalf of Kay. They have internally escalated the situation to have the manager addressed on her actions. The manager is power hungry and does not understand her chain of command or how to properly operate...