KAY Jewelers — Local services in Madison

I would like to start out by saying that I NEVER write reviews, but I am so frustrated with this Kay Jewelers that I needed to leave them a review in hopes that they will see this and better their business. I have had SEVERAL things happen at this location that I would probably run out of room complaining about all of them so I will just note my most recent experience. I brought my wedding band in to be resized on 8/18/2018. I had not heard anything back from them by 9/7/2018 so I decided to go in and see what the deal was. When I arrived a kind lady asked what she could help me with. I told her I was picking up my wedding band that I brought in to be resized. When she asked for my last name a VERY rude young guy chimed in and rudely said that he had called me twice and left a voicemail stating that my ring had a couple of diamonds loose and they wanted to know if I wanted them to send it back to get them fixed. FIRST OF ALL why on earth would you be calling me to ask me if I want my DIAMOND RING fixed?? OBVIOUSLY we didn't pay for a ring that we want diamonds falling out of, they should have sent it back and then called to inform me that it would be taking longer to receive because of the issues with the diamonds. I would've been completely understanding had that happened. Anyways, RUDE guy then went on to rudely say that he already paid for overnight shipping and if I wanted the diamonds fixed that he'd send it off that day and I'd have it back in TWO (2) days. It is now 9/13/2018 and I have not heard anything from them so I called them to ask if it was ready. The guy on the phone told me that it was not back yet but it had been invoiced to them so they should be getting it back today or tomorrow... that would be SIX or SEVEN days later, not TWO like the rude guy said. This is the absolute last straw that I have for this location (and for Kay Jewelers as a whole). I will no longer be purchasing anything from their establishment and I will make sure to share my MANY experiences with peers and anyone who asks me for a recommendation...

I actually used to like this location. I’m going to start off by saying my whole family shops here! From my moms custom wedding set, Anniversary bands, our necklaces and earrings, hunny wish lists for Christmas, I’ve never had a problem until my last visit!

I went in to get my 2 necklace chains fixed, and my sales lady had trouble finding my name and his name. The Manager, who was the only helpful one there Kayla, looked up his name and found the purchase receipts almost instantly. Told me I had a lifetime warranty on both necklaces.

The current lady that was working with me, said “she didn’t want to fool with it.” Meaning, I wouldn’t like to get my chains fixed for free, even next after buying the warranty’s on both necklaces. She just wanted to sell me two new chains.

Wouldn’t you like to get your chains fixed, after purchasing $30-$50 warranties on both necklaces?!

And then.... she wouldn’t quit asking me for my email!! Literally 3 different instances during that visit. The third time she said, well we would email you to let you know your chains are in, but we don’t have an email. I politely said, Well for the third time I don’t want to give you my email. You can call me with the number I have given you.

Today is November 12, my chains were ready almost 2 weeks ago she never called me. I have to say I don’t normally leave reviews, but she is the worst employee I have ever worked with. I was going to work with her and have some custom jewelry designed, but I really don’t want to spend anymore of my money there.

I really wish I could remember her name, she had short blonde hair...

I had a wonderful experience at this Kay’s! My husband and I went in looking to reset my wedding band. The lady was very kind but also very upfront about the fact that Kay wouldn’t reset my particular band because it had a soft gem in it and it was too much of a liability. We left to go ask a few other places, and ended up back at Kay to just choose a whole new wedding band (mine had been through a lot and really was not very sturdy to begin with). Both ladies (I think names were Kim and Sheila) were patient, kind, and made sure to work in our very specific budget. We were able to find a compromise where the ring looked VERY similar to my original and they were able to add a discount to get it closer to our budget. In the end, we did end up going over budget by $20 but only because we added the protection which is FOR LIFE and makes it so Kay fixes your ring if it gets broken or even replaces gems if they fall out. Additionally, we are able to “upgrade” my ring in the future and basically use the old one as a down payment. I would definitely recommend going in there if you’re looking for some jewelry, Sheila...