KAY Jewelers — Local services in Knoxville

My husband and I have been using Kay for 10 years and have always enjoyed our experience up until about 2 weeks ago. I had my wedding band sent in that had engraving on it. I asked the associate helping me and the manager Alisha multiple times If it would affect my engraving because of sentimental value I did not want it to be covered or affected and that's why I haven't sent it in for the 5 years that I have had it. I was reassured many times it would not be affected. When I picked my rings up you could barely see the engraving anymore which was very upsetting to me. They did send it back to go over the engraving so you could see it again but when I confronted them with why they didn't write a note about the engraving when they sent it in the manager was very unapologetic and told me that she sent an email to the repair company but she could not provide me with the email to see, she did however send me a screen shot from a cell Phone to my cell and tried to pass off a note she wrote on a blank open tab as an email she sent that had no time stamp no name as to who's account it was and was not signed by any employee. When I called another Kay to look at my account they said a note was added today not on June 6 when I had sent them in. Alisha said that they did add a note today for future reference if I send my ring in and that no one can see the emails sent. She said the rhodium plating was all they did and should not have affected my ring engraving but yet in the screenshot she sent me she said she told them not to even go over my engraving contradicting herself. She raised her voice at me and kept Cutting me off repeatedly when I was trying to speak to her. She has made me so upset to tears. I have worked in customer service for 12 years and I could never imagine treating a customer the way she treated me . I even told her that I understand we're all human and the people make mistakes and that if someone would have apologized from the beginning and been nice I would have left with no problem but being treated this was has completely ruined any chance I would shop with Kay again. We have contacted corporate and will never purchase from Kay Jewlers again. The only business I wil do with Kay is to have my inspections done but I will NOT ever step foot Into the parkside location again. I will go out of my way to another location. And I will always make sure every little thing I need the repair company to know is written on the paper work before any repairs would be made. I would recommend to avoid shopping Kay on Parkside in Knoxville at all costs because if a problem arises you will not be shown and sympathy or ownership...

I visited Kay’s yesterday with my boyfriend as he had received a defective bracelet at Christmas. Due to his busy work schedule, he hadn’t had a chance to get it looked at until now. He had ONLY tried the bracelet on to find out the clasp wouldn’t latch and then it went back into the box. He explained the situation to the man at the store and handed him all paperwork including the receipt. He was questioned numerous times and the paperwork was looked over with a fine tooth comb. He was given the runaround and told one thing then that answer was retracted. After some time of going back and forth he was told he’d have to come back when the manager would be in store. His busy work schedule wasn’t even taken into account???!!! I am disappointed in Kay’s as it could be clearly seen the bracelet was brand new still in box. He wasn’t trying to get anything for free, he simply wanted Kay’s to hold up their end of the deal. Kays sold a nonfunctioning product and needed to rectify it! I have never been a fan and I certainly never will be after seeing first hand how poorly their customer service is. I will stick to local jewelers, family owned, this would have been a simple fix. Kay’s, you will never receive my business! 0 out of 5...

They deserve 0 out of 5. My mother bought me a bracelet for Christmas. The clasp was defective & never would close so I could not wear it. My mother gave me the receipt and all the paperwork. I take it to Kay’s and explain the situation. I didn’t really want to return it or exchange it- they could have offered to fix it. They offered nothing. Nothing at all. I got the run around for 20 minutes . He said he could take care of it then backtracked and told me I needed to bring it back when the manager worked. You could clearly see the bracelet hadn’t been worn. No scratches or dirt. I literally tried it on - seen that it didn’t fasten and put it back in the box it came in. So disappointed in the Service I won’t be returning at all - Ill chalk this one up as a loss- but Kay’s will never receive my...