KAY Jewelers — Local services in Madison

UPDATE: The store manager called and apologized. He asked questions regarding the situation and the mess ups. I answered them truthfully and I hope his staff gets a refresher on customer service. I appreciate the phone call. So thank you for reaching out.

First, I just want to say I'm happy I purchased my wife's ring at TQ and not at Kay first. Now to my ring. I ordered it from MN and picked it up in Madison. When it arrived I tried it on and it was too big. Wrong size. The guy immediately told me that's how it's supposed to feel. I said no. He kept bickering so I just left since I was in a hurry. Few weeks later i decided to get it resized and it was free. Dropped it off and waited and waited for a call to let me know the new one is in. I ended up calling them 3 weeks later and it was already there (supposedly for over a week). I went to pick it up and again it's wrong. I honestly wanted to just return it but the wedding was in 2 weeks so I couldn't. A week later I received a call and they said my ring was in. I said how? I already picked it up. I went back in for a third time and wow this one fit me!! Third time is charm, right?!? The second time the guy gave me the same ring I intended to get resized! He was an awful sales rep. Luckily when I got the ring correctly sized the lady there said sorry and made it right. The manager should definitely rethink his or hers staff. Awful experience. Now that my novel is complete, I want to leave the reader one thing. Leave this google page and type in TQ Madison. Go there! Excellent staff and no mess ups. My wife loves her ring and the service there.

I doubt the manager will contact me or reply to this message. But if they do, I may edit the amount of stars. If not, so be it. They have lost all business going forward. Free marketing...

So about a year ago we bought what we thought was a gorgeous and good quality opal ring. It has broken twice within this year. First it broke within 20 days of me having it. Keep in mind I had just out my hand into the pocket of a hoodie, it did not catch on anything. I ended up losing the opal. Luckily, (I say that lightly) they had a new ring made with a new opal with no price added. Cool right? Well it took 4 months for me to receive this ring. We had spent 900 dollars on this ring... we were okay with this at first. Until another 4 months later it broke again. We are an hour away from this store and have not had the time to go right away. We finally get the time to go and are told there’s nothing they can do. When I took my ring in he used pliers to tighten the prongs....I could’ve done that myself (which I already had so I didn’t lose the opal again) as he used the fact that the ring was not broken since the opal was already in the ring when we brought it in, again. So we did not lose it. Basically being told to use super glue and pliers. I’m sorry but I should not be spending 900 dollars on a ring that has the quality of Walmart jewelry. I was then told I only had 30 days to return. Very deceiving considering they offer to fix a ring that has the same issue later on. Someone I had spoke with previously literally admitted it can happen due to manufacturers fault... you’d think they’d offer a refund when after a year of dealing with this and still being loyal. But no. I do not recommend. You have better luck buying at Claire’s or Walmart. No one has been helpful and I’ll I’ve been told is there’s nothing we can do. So I’m out 900 for a broken ring that I can’t wear in fear of losing the opal and the prongs breaking all over again....

I have been shopping at Kay's for years and have always been extremely happy until my boyfriend and I decided to buy rings for one another which we paid a pretty penny for. Unfortunately, I had to have my ring sized and it came back completely bent. I bought not only a ring but a wrap to go around it. The looks of the ring was unbelievable. I was so upset at the spaces between and how it dipped from every angle, they were thinner in some areas than others, needless to say, I was almost in tears. I sent the ring back in to have it fixed and it didn't arrive on the day they told me it would, I had to wait another 3 days. I went today to pick up my ring and it is still bent in so many places. I am so extremely happy and they are willing to do absolutely nothing to make things better. They told me that I needed to have them soldered together in order for the rings to be straight. I did not buy these rings this way and for as much money as we paid for them, they should be almost perfect. You should not be able to tell that they just went in to be sized. You also buy wraps specifically for rings and they shouldn't have to be soldered together to make them straight. Awful experience ever. I will never step foot back in that store. Actually, I will to return our rings and take our business elsewhere. One of the associates also told me that he would be pissed off too if he made that big of a purchase and the ring came back looking the way it...