KAY Jewelers — Local services in Janesville

If I could give this particular store a zero I would. I have been a customer there for years! I have so many pieces I have purchased from this store. Up until now I have been very pleased. My encounter with the manager Miranda was a nightmare. She was was rude, unprofessional, she lied in what I will assume was to make a sale. We purchased a 7.5 bracelet to be taken down to a 7 with the understanding that we would have to buy the protection plan so that a link could be taken out and make it a 7. We were told the piece would come back in the box and that anytime we wanted to have it added back to bring it in and they would add the link back. I was pleasantly surprised this could be done and said great we will take it. Order submitted. I go to pick the piece up today and inquired about the extra piece being in the box and Miranda happen to be standing there and said no that's not how that works and she did not say that. I called my husband as he was with when I purchased it. I asked him what he heard Miranda say and he repeated exactly what I heard which was the link would be in the box. Miranda lied to us, she was rude, and unprofessional. When I asked for a higher up she said I could look it up on Kays website. I called later to talk to someone other than her and she said she was the only one in and when I pressed her she said the other girl was with a customer and hung up on me. I don't know how she got to be a manager. I asked for my money back. I went to The Diamond Center and told them what happen. They actually told me they have tons of customers who have made the same complaint as me. I will never step foot in that...

My first experience (August-September 2020) was absolutely awful. It took 2 1/2 weeks to resize my engagement ring and wedding band when they told me it would only take 10 days. The day before I was supposed to pick it up, I called to get an update and they said they haven’t even started on it yet. I won’t elaborate too much more, but I was livid. I swore I would never go back. The saddening part was that my grandmother (who had passed just 10 days prior to this) absolutely LOVED this store and always came here. And since I have her wedding set, I thought it was only appropriate that I brought it here.

Almost a year later, my wedding is August 21, 2021 and I need to get my two rings soldered together and resized again (because soldering would cause them to be tighter). I called around a few places and most of them were either completely booked or way too expensive so I thought I’d give Kay’s a call and see what they can do. Stacey (who had helped me both times) said that normally this would take 3 weeks to do (at this time my wedding is less than 3 weeks away) but because she wanted to make up for my last experience she said she would put it at the front of the line and make sure the jewelers know its a “special order” and that my earliest pickup date would be 8/13. Well when I got off work today 8/9 I had a voicemail saying it’s ready for pickup. It could just be me, but it appeared to be even shinier than the first time. I am beyond happy and impressed with this turnaround!! Stacey was absolutely phenomenal BOTH times. I know my grandmother would be even happier than I am🤣...

I'm not the sort to go around leaving bad reviews - I tend to give the benefit of the doubt and just say that the person I dealt with was having a bad day. But three times in a row.... that definitely reflects on the business. The first time, I was in the store waiting by the register for almost 15 minutes and no one even acknowledged my presence. There were two sales people busy with other customers and there was a young woman seated at a desk behind the register, doing nothing at all. She would not make eye contact. I tried again another day and was told it would cost $25 to change the battery on the watch I had purchased there a number of years ago. I went to another local store near Menards and they changed it at no cost. I know which store I will go to when I next need some fine jewelry. It will NOT be...