KAY Jewelers — Local services in Killeen

So a little back story...I bought my husbands wedding ring at a Kay Jewelers in Kansas 6 years ago. Earlier this year one of the large diamonds was discovered to be loose in its setting and due to its size, it would need to be sent off for a special repair. We had no problem with this since we paid extra for the protection plan, we've had to send off jewelry before while in Kansas and had no problems. We were told that it would take 6-8 weeks and around week 7 I started calling. I kept getting the run around and finally talk to one employee who tells me that the ring has arrived and is ready to be picked up. I drive to Killeen Mall and lo and behold....the ring is missing!!! They're only guess is that the ring was "accidentally" thrown away. Listen, I bought the most expensive men's wedding ring they carry and you're trying to tell me that someone accidentally threw it away?! They get us another ring which now has no sentimental value like the original. Fast forward 6 months to the next inspection, a diamond is loose....AGAIN....ON A WHOLE NEW RING!!! It gets sent off, again, and when it comes back through UPS supposedly the box had been cut open and the ring stolen!! That was 2 weeks ago, fast forward to today....Apparently the ring has been discontinued and they'll have to get us a totally different ring!!! So beyond pissed off, every time I've gone into the Killeen store the employees have been very rude. My husband happened to run into their manager, who he just spoke over the phone with last week, when she comes into his store and is "surprised" that it's him who the ring belongs to. You've lost his ring now 4 times, we no longer even have the original ring, AND YOU DON'T EVEN KNOW WHO THE CUSTOMER IS?!?!?! I know someone who will definitely be calling her lawyer in...

I recieved an Aladdin piece from the Zales collection as an anniversary present from my husband but because of my tiny fingers I had to get it sized. Unfortunately sizing it would mess up the beautiful design of the ring so I decided to get a guard to keep it from slipping off my finger. Zales were out of the size of guard that I needed so I went to the closest jewelry store which was Kay jewelers. While we were there my husband brought up that I should get my engagement and wedding rings (which we purchased from Kay Jewelers in new york) checked out since we have the warranty. I wasn't wearing any of those rings so I figured we'd come back another day but I wanted to know the term of the warranty because I dont want to waste the trip there. An employee of the store asked if I needed something so I explained that I was in need of a guard for my ring and that I needed to know about the warranty. She very rudely said that "we have guards but we're very busy right now. You'll have to wait a very long time." The store was nearly empty. It was definitely not busy. So I denied that offer. I had better things to do than wait around for a ring guard. I asked about the warranty for my ring and she once again just rudely answered me so I left the store. Horrible customer service. She decided that my business wasn't valuable. I dont understand how they manage to sell anything in there. I'll just go to Zales the next time I...

Awful experience. Associate makes a mathematical mistake that I have to pay for. My husband purchased diamond earrings for our anniversary in September and the associate - Denise told us we could apply for Kay's credit card for 12 months no interest. We were going to pay cash, but we thought it would be better to pay in monthly installments since there would be no interest. So we were paying MORE than we needed to and figured we'd pay off in 6 months instead of 12 months. In December I noticed that we started getting charged for interest. So I called the Commenity bank that then told me to contact the store where we purchased the earrings. I went to the store with all the receipts and the manager - Vivian told me they'd call me back once they figure out what happened. So turns out, when we made the down payment for the earrings to qualify for 12 months no interest, we were short of $20. I didn't question associates mathematical skills and so I paid whatever she told us to pay. I got a call from Vivian who told me there's nothing they can do. She didn't even apologize for the mistake that the associate made. She said she wasn't there and didn't hear what the associate told us. Unbelievable! Never buying anything at Kay ever again, which is a shame, because my engagement and wedding ring are from Kay. Don't trust Kay's associates mathematical skills and calculate...