KAY Jewelers — Local services in Irvine

Bought an anniversary band online, within a week of receiving it, a stone fell out. I took it into the store, met with Daniel, with whom we've had a few transactions in the past. He says no problem, it's a new purchase, it'll be a couple weeks, and they jewelers would replace the missing stone and tighten the others, polish, and clean the ring. Fast forward two weeks and I get the email that the ring is ready for pick up. I go in, they get the ring and put it in the "sonic" cleaner. Lo and behold, the ring come out missing a different stone. Daniel assures me that they will take care of it. He tells me to take this ring home and they will order a replacement. I ask him to write something down for me because I'm not walking out of the store with no documentation and a ring missing a stone. He writes a note, not good enough for me but I'm trying not to seem difficult here. As I've said, we have made purchases previously without issue. He says he'll call and update me "tomorrow". No call. I call in and speak with Peter, there are no notes on my account. I leave a message for Daniel. He calls the next day and says that they will order directly from the manufacturer and it will be here around the 13th. Which I see now is exactly 60days after the order, also the cutoff for returns. I'm not waiting. I call in and speak with Peter, who says he is an Assistant Manager. He is of no help. He talked over me, asked a question, and kept talking. I am very frustrated at this point. I want to return the ring. Peter says that requires a manager. Corporate 800 number rep says anyone working in the store can process a return and if they aren't schooled at it, protocol is to reach out to a sister store to get a walkthrough of it. This whole experience leaves such a sour taste, I have loved Kay Jewelers for a long time. My husband bought my engagement ring at Kay back in 1992, before he went to Somalia for the USMC. They held a special place in my heart for a long while after that as he bought several rings for me once he got back. This location has ruined their reputation for us. I want to start fresh but Peter has created a blockage by saying he can't return the ring without a manager. But he's the AM? I am currently on hold with Corp and the rep has been very informative. But it shouldn't have to go this far for this location to fix this. I'm so upset with the whole experience. And my husband is still without his 26th anniversary...

I really wanted to leave a good review here because the employees in the store have been relatively nice, but I’m in a position now where Kay is not really working with me and it’s a bit frustrating.

I bought an engagement ring from this location in July for $5,600, including the lifetime warranty, and long story short, this ring won’t workout or be used, and I’m in the predicament of trying to return it. The ring in question is still completely new, has never been worn, never been resized, and has been nowhere but in its original packaging since purchased. The store even agreed that it looks new but there is no budging on retuning the ring.

I understand the 30 day policy is a corporate decision but I am active duty military and have recently had surgery and orders to stay bed bound while I recover, but Kay doesn’t seem to care about this. I’m in a situation now where I have a perfectly new engagement ring that will not be used, with a lifetime warranty, over five and a half thousand dollars, but I’m unable to return this (even for a restock fee, which I offered), when everyone admits the ring is completely new and unworn.

While part of me understands the corporate rules, I also find it a bit frustrating that even with proof of active duty military orders and a surgery preventing me from doing just about anything, there is no leeway for passing a 30-day period to return a ring that is completely new and unworn, and will never be used, with a lifetime warranty that will never be of value.

The jewelry itself is beautiful and before the jewelry was purchased, the staff was friendly. I want to leave a good review here but I just don’t understand how no one can work with me, with proof of active military orders and a surgery, and a completely new ring that has...

I am not sure what else to say about Kay’s except stay Away from this place at all costs. My wife and I have been trying to get a payment back that was paid in cash to the Irvine Spectrum store for a necklace purchased and returned since July of 2022. She purchased a Cross necklace on July 6th for $834.58 was encouraged to open a kays account from the manager. She came back into the store July 8th and paid $400 cash towards the Kays card charge balance. She decided to return the necklace on July 22nd and was refunded $834.58 back to the credit card. The store manager said they had no cash in the store so Kays would mail her a refund for the $400 paid towards card payment in the Irvine Spectrum Store. We have since then made dozens of calls, a couple dozen email correspondents in the KAY Jewelers / Comenity credit card portal. After their 1 year 3-month investigation they have found nothing wrong with the account. My wife and I have called customer server and have explained over and over again we paid $834.58 + $400 in Cash, returned the item and was credited the $834.58 back on the card but have never received a refund on the $400 cash payment. The management at the Irvine Spectrum Kay’s has repeatedly told us that KAY Jewelers / Comenity credit card has to refund the money and they can do nothing, while KAY Jewelers / Comenity credit card says they don’t owe us nothing, even after looking at our account it clearly shows there is a payment adjustment of $400 that they have never refunded. I personally believe he store is responsible because they are the ones who took our cash, what do you think? Needless to Say I would avoid this store...