KAY Jewelers — Local services in High Point

The most terrible customer service I have ever received at a jewelry store. The only reason I am giving one star at all is because of Miles who no longer works there. Miles helped my fiancé and I create a custom engagement ring. Since they hooked us, it has been downhill. We were told since we had a custom ring there would be no charge for engraving it. I had to argue with the store manager about it and when she sent it off she said she would look into it and if we had to pay she would let me know. We purchased the wedding bands from this location as well. We ordered a size for my fiancé after being fitted but it came back and was too large. When we tried to exchange it, we were told the vendor did not have any wedding bands of that style available in the correct size but the manager offered to call the vendor to see if they could get it. After calling to follow up several times on their request with the vendor and not getting an answer I looked the ring up online and purchased in the correct size from another jewelry store. The manager did not seem phased when I told her we had found the correct size ring online and would be purchasing it that way and returning the one we had that was the wrong size. When purchasing my wedding band we had to send it off to be resized. We decided to have it engraved as well. They charged us for the engraving although I told her that we were told with the protection we purchased it was supposed to be included. When we came back to pick the ring up I found the information that was provided at the time of purchase that said a one-time engraving was complimentary and they reluctantly refunded me. However when we came back to pick the ring up after being resized and engraved the leo diamond on the inner part of the band was missing. The associate that called to tell us the ring was ready had not noticed. We had to send the ring back out for repairs. When the ring came back the diamond was still not there. We had to send it out a third time. Jaquan did at least apologize for the inconvenience when we expressed our frustrations. We ordered the rings early but at this point the wedding was getting closer and closer. Finally the ring comes back after being sent off a third time and the manager is not able to locate it in the store - even though we went in the same day they called to let us know the ring was back. It took about 30 minutes to locate the ring, take pictures and provide a signature saying we picked it up. The diamond was finally included after being sent out. Regardless I will never purchase anything from this store again. There are far too many jewelry stores in the area for them to operate this way and if they keep this up they will continue to drive...

Terrible store! My mom bought me a necklace for mothers day and my daughter broke it so I brought it to this store for repair. I took it on August 31, 2018 and they said it would be done on 9/13/18. I just got the call that it was repaired yesterday (9/21/18) and went to pick it up today, 9/22/18. When I walked in, there were 2 women at the desk, 1 of them stuffing her face full of KFC. The one not eating came to the counter and I told her I was here to pick up my necklace. She was so slow, didnt know how to do anything on her own and had to keep asking the one eating how to do this and that, so I had to wait each time for her to clear her mouth so she could talk. My necklace was no repaired to the same condition as it was when purchased. The necklace was $42 and some change and the repair was $35....almost the same price as the necklace so for it to not be repaired correctly was disappointing. I asked the lady about this and she said she didnt know and when I asked her who I could talk to that did know, she just told me that it had to be repaired that way...but 5 seconds ago you didnt know anything about it? I waited almost 20 minutes to simply pick up a necklace that was 9 days late from the original date I was given and it wasn't repaired correctly and the staff was terrible. This store is awful and I will never be back. Customer service really failed on this one. The manager and or owner should really reconsider the staff they have here and the way...

DO NOT order anything from Kay Jewelers online. I ordered a ring online to be delivered to the local store for pick up. I went to pick up the ring and it was not what I wanted. While in the store, I asked for a refund. Their system was saying the merchandise had already be refunded. How could that be since I had just gotten there to pick it up. The store manager called Corporate office only to be told that I had already been refunded. How could I have been refunded when I had not even picked up the merchandise yet. Corporate office could not give me a written refund receipt. They kept the merchandise and my money. I left the store with only the customer service reps word. I forgot to mention that I was in the store over 2 hours trying to get the matter resolved. The store manager was very polite and diligent in talking with the corporate office to get the issue resolved. They were jerking her around just as much as they were me. A week later, I am still waiting for a credit to be issued to my credit card. I WILL NEVER do business with Kay Jewelers again. They are the most mismanaged company I have ever dealt with. The only reason I'm giving them 1 star is because I have to rate them in order to leave a review; otherwise I would leave...