KAY Jewelers — Local services in Kendall

I've purchased many times from Kay in the past. Engagement rings back in the year 2009 and a few more items after. I came back because my previous experiences were so welcoming, so why not visit them once again, right? Well, today, April 11 of 2025, around 5pm, it was a totally different experience at this Dadeland Mall location. I came in, and the lady who assisted me didn't even give me her name. Once I showed her on my phone a picture of an On Sale item from the Kay jewelers online store, her face changed. I felt that maybe they probably work on commissions and that a $850 ring it's not up their "standars" for a good and warmth welcome attitude. Then I showed her that I had a ring to trade ( I know it took a few minutes to retreive the info of my 2009 purchased. But I'm an repeated client returning to you for business. I needed to remember old phone numbers assoiciated with the 2009 Sale for verification purposes.) She finally found and it cost me a while back, $700+ so she told me that I need to spend the same amount in order for me to use my old ring as a trade-in. She kept pushing me on $ 1700+ items. Understandable but I had a budget of $1400+ tax. She looked annoyed or not happy, and even she was making faces with her other colleagues at the store. So finally I found one myself by looking through the glass which I called to her attention. She pulled it out and made a big deal that it's only in gold and not in white gold. Maybe it was not her day, understandable, but maybe if an On-sale item was not in the moods for today, another sales person maybe could have helped her in order to get the proper help.. But nothing happened. Then I told her to write the sku# of the one I liked.. and then I said thank you! And walk away without a proper and polite response on her part. So I walked away and started the self glass browsing. So I decided to try another employee by asking him: Do you have this other model that I found online? He was on his phone a bit distracted. I don't know maybe checking some sku# for possible clients? Let's hope for that! But then he diverted me to the same lady. He told me: "She knows better how to look for the Sku#." She was a tiny bit nicer this time. Maybe she reflected that she was a bit rude at first. But there were no apologies on her part. But to be honest, they made me feel that they didn't want my business. After all, first...

Review of Unsatisfactory Service Experience

While I typically refrain from posting negative reviews, I feel compelled to share my disappointing experience with Kay Jewelers due to their misleading trade-in policy.

On December 23, 2022, I bought a pair of diamond earrings. Unfortunately, my wife lost one earring last month. I went to Kay Jewelers to purchase a replacement pair, and the sales representative informed me that if I returned the remaining earring from the original set, I would be eligible for a 50% credit on the initial purchase price. I was pleased with this arrangement and agreed to return the earring the following day.

However, upon my return to the store on April 19th, the manager informed me that while they would honor the credit based on the original cost, it could not be applied to the new purchase I had made the previous day since it was already discounted. This information was not provided to me during the initial transaction. The policy seems illogical, as the credit was based on a discounted purchase, but could not be applied to a new discounted order.

Expecting to save a significant amount of money with the trade-in, I was frustrated when the manager calculated the difference to be a mere $30 after spending an hour trying to resolve the issue. The manager herself seemed confused about the trade-in program, even needing to consult another store manager for clarification.

I feel misled by the sales representative, who either lacked proper training or failed to adequately explain the trade-in policy. As a result of this unpleasant experience, I will not be returning to Kay Jewelers...

Iris has been absolutely amazing! Her patience, dedication, and genuine care for her customers truly stand out. From the moment I walked in, she made me feel valued and taken care of. She goes above and beyond to ensure a great experience, and I saw this firsthand when I lost one of my diamonds. Instead of just offering a standard solution, she took the initiative to call the repair shop they work with to negotiate a better price for me. That level of dedication is rare and truly speaks to her outstanding customer service.

Not only is she professional and knowledgeable, but she also has a warm and kind personality that makes every interaction pleasant. She took the time to listen to my concerns, offered thoughtful solutions, and ensured that I felt comfortable every step of the way. It’s clear that she genuinely cares about her clients and their satisfaction.

Thanks to Iris, what could have been a stressful situation turned into a positive experience. I am beyond grateful for her attention to detail, kindness, and commitment to excellence. If you’re looking for someone who truly puts customers first, Iris is the person to go to. Thank you so much for...