KAY Jewelers — Local services in Greenville

My husband and I will never shop here again. I just got off the phone with a customer service representative, where I was basically blamed for 3 pieces of jewelry purchased within the last 2 years breaking. My diamond engagement ring, which was purchased 8 months ago, had a diamond fall out (it’s currently out for an estimate on the repair), I get home today and my diamond heart shaped necklace is missing the diamond in the middle and it was purchased about 2 years ago, and a couple of months ago the gold chain I bought for my husband less than two years ago broke- so it was probably about a year old when it broke. These are all expensive pieces of jewelry that have broke and the customer service representative blames ME for not purchasing a warranty plan or bringing it in for inspection every 6 months. First of all, we saved A LOT to buy the pieces of jewelry we have, so I’m sorry we can’t afford to also buy warranty plans on every piece of jewelry, because we don’t expect something so expensive and ‘good quality’ to fall apart after EIGHT MONTHS. And I was completely unaware of having to get chains and necklaces inspected. It would be nice if they gave courtesy calls letting us know that our 6 months was approaching because some of us work 6 days a week and take care of a family of four. Dentist and doctor offices do it with no problem so I’m not sure why Kay’s can’t- oh wait, they want people to not get their jewelry inspected so they can blame them when their jewelry breaks so they WANT you to forget. And my husband has been a VERY loyal customer, having a Kay’s card and spending well over $10,000 at your store over the past few years. I was told that policies and warranties are in place for situations like this- okay, so you’re confessing that your jewelry is cheap and bad quality. Thank you for confirming- we WILL be taking our business and my husband’s credit...

Went in today to get my watch battery fixed. (My watch was in perfect condition as I hardly ever wear it, but I need it now for work.) I was told it was only take a few seconds so I waited while the woman fixed it. She returned and told me that the battery wasn’t the issue but the hands on the watch were. I was confused what she meant because the hands were able to spin when I would turn the knob on the watch; they just wouldn’t turn on their own because the batterie were clearly dead. She showed me the watch and the hands were broken off inside the watch. Whenever I would ask what happened she would just say the hands are the problem not the watch. I explained that the watch hands were fine when I got there, so therefore she must’ve done something to cause the hands to break. Then another worker tried to help put the back on and neither of them could. They offered to send my watch off, but it would take 4 to 6 weeks to get an ESTIMATE on how much it would cost to fix. They offered to send it away for an estimate?! Seriously???? They break my watch and are gonna try to send it away for a month just to give me a price on how much it will cost to fix??? This is terrible customer service....

I have yet to experience a purchase in store so I cannot comment on the service received while purchasing. However, I can rate the store based on the service provided when customers are approached. I have tried to shop at this store twice and each time I was greatly disappointed in their customer service. The worst encounter that I experience was yesterday, August 9th at approximately 3 PM. As I'm walking towards the store, I noticed that there were two employees inside and one customer exiting the store. As I was quickly approaching the entrance, the saleswoman lowered the gates to keep me from entering. We made eye contact and she stated "sorry, we're closing for lunch". She did not offer a time when the store would reopen nor inquired about my intentions for the day. I felt awkward and lost interest in shopping at this store. I understand employees have a right to break nor am I complaining about the store closing mid-business day. The lack of communication and interest in customer's intentions are reasons that I will no longer patronize this store - in store or online. I rather spend where I can get a balanced experience from sales approach to final...