KAY Outlet — Local services in Lakewood

UPDATE: it may have taken some time but at the end I am very happy with the result. I officially have a rung on my finger. The customer service we received In store and with our specialist was immeasurable. Thank you. want to start this by saying that Amanda and McKenzie are wonderful. They have gone above and beyond to help my husband and I. As far as my experience with Kay's I am super disappointed and heart broken. We chose to spend our hard earned money in the store for an engagment ring and then followed up after we got married with our wedding bands. From the very start we had issues with Diamonds falling out of the ring randomly. The day after I brought my ring home I noticed diamonds missing. Now a couple years later, my ring has been in for service countless times. It has been in the shop more than it's been on my finger it feels like. I dont have my ring to wear. We NEVER anticipated having to invest in a new ring. We thought this was my forever ring until it started falling a part. There was nothing equivalent in store that would qualify for an even swap out(we resisted at first never wanting to give up our sentimental ring but decided for the long run it was better choice) but the only other choices were less carats which makes sense for NOONE. We decided last week to just replace the same ring, and got a call back Tuesday ( the day we were supposed to pick up) that ANOTHER DIAMOND FELL OUT) We have received apologies, but unfortunately it doesnt replace the important moments like birthdays, family photos, and the birth of my son that I should be able to wear my wedding ring with pride. Now I have been waiting for 2 days for a "specialist " to call me and try and resolve this issue. STILL NO RING ON MY FINGER....

This place is too much.... Long story short, I've gotten my watches re linked here prior. I buy my buddy a Nixon watch from zumiez in the mall and they couldn't re size it their since they didn't have the tool but they would give me my money if I brought a receipt from a jewler that did it. I've done this a few times with the same zumiez and the same Kay jewlers. I go in a ask if they can do that for me. The lovey lady says yeah that it's $10 or so and I'm fine with that, zumiez will give me that money back with the receipt. But she goes on a rant how it's already really small and it's supposed to have more links which it did in the bag. Then she ask what type of watch and I tell her a Nixon and she ask how much it cost and it still had the tag on it ($200) Then she goes and tells me that they can't do it cause the watch has a matte finish coat and they didn't want to scratch it, since they couldn't warranty the watch but this watch was simply pushing out the pins and taking the links out. I went in 15mins before closing so I understand if she doesn't want to deal with customers but she tells me to go down the mall to another jeweler that they can do it and shouldn't be a problem or whatever. OK whatever. I change the subject and ask about their Movados since I was looking at buying one, all of a sudden I'm her favorite person in the store. She grabs another rep and I tell them I'm just looking I did buy a Movado actually Two of them but not from this place. Thanks Kay for the great customer service...

If you are ordering a custom piece I do not recommend using Kay Jewelers (one of the largest jewelry retailers in the world). We ordered a wedding band and asked Michael if it would be finished in time for our wedding and he assured us it would be! They had 6 weeks before we had to have it and even gave us a "promise date" of 4/30/23. The wedding was 5/17/23. He also assured us they would be in contact every step of the way which they were not. I even struggled getting call backs from the store. They failed to start making the band after we told them we did not wish to see the wax model we just need to band in time. Rather than accept responsibility for the delay, they chose to blame it on their 3rd party shop. I guess they still don't have a standard procedure hashed out with their 3rd party shop after operating for who knows how many years. I was forced to buy an additional band just to have something for the wedding. I received the band 5/25/23 one day after the shop received it back from the maker and a MONTH after their "promise date".

I am thoroughly disappointed with how the situation was handled and I will be sure to share my experience with everyone I know. This goes to show you big companies just want your money and do not care about customer service...