KAY Jewelers — Local services in Manchester

My boyfriend purchased me an open heart ring, half regular diamonds and half blue stones in October of 2013 at the Kay's in the Mall of NH. I brought it back later that month to be sized to a size 6. This took them about three weeks, I got a call that it was ready, went back and picked it up. I wore it on my ring finger all day every day, through normal wear and tare that it should be able to take. Within 3 weeks the back of the ring where it had been sized broke. I returned to Kay's they apologized left and right and said I would have the ring back in another 3 weeks. Again, they called after the three weeks saying i could come pick it up and I did. I wore it for another month when the back broke again. I returned to Kay’s with the ring and they said they would custom order me a new one in a size 6 they said I could keep the current one and that the custom one wouldn’t be in for two months. I couldn’t wear the one I had seeing as it was broken, so it sat in a box in my room for two months. The last week of March the custom one came in I went and picked it up and returned the old on. The first week of July I noticed I was missing three of the blue stones, I brought it back and they told me they would send it out to be fixed. They gave me a promise date of August 6th. I went to pick it up and they told me they did not have it. That they would call the main shop they sent it to and call me later that day and let me know when it should be in. As of this morning (Aug. 8th) I still had not heard from them. I called and they said it still wasn’t in and they would call the shop and then call me right back. This time they did, they said that they just found the blue stones and it wouldn’t be sent to the jewelers for them to put the stones in until Wednesday (Aug. 13). They said that it would at least another three weeks until they had it back for me. As all of this has been going on, they have had the ring more then I have, and my boyfriend has still been paying the monthly payment for the ring. I have had the worst experience with Kay’s and would not recommend there...

For anyone who may read this, all I can say is DO NOT shop with Kay Jewelers! We have consistently had terrible experiences with them, at different locations since December. I have gotten no where with store managers, customer service, etc. They say one thing and then question you when they don’t hold up their end; when you try to hold them accountable to their word. They give your jewelry back to you in worse or the wrong condition than when your jewelry was sent out. We sent my rings out three times over a period of almost two months. They were only supposed to be gone for two weeks to be resized. They “accidentally” or CARELESSLY soldered them together after resizing them incorrectly twice. Apparently they don’t know how to size the rings they sell. (Finally after receiving them back, I saw that the metal has been scratched by a file, and I’m afraid to send it out again to be fixed). Because we have the warranty they recommend with purchase, that we pay for monthly, we get unlimited resizing/etc, so they will not reimburse us for any of the mishaps they created, as we continue to pay monthly for their mistakes to be covered. We then tried to return a ring that we no longer wanted to keep (separate from the ones that were mishandled) in perfect condition/brand new. Returns are 30 days, but it was not clarified that if it was purchased in store, if that is from date of purchase or from the date of being received. It was sent out to be resized the day of purchase, for two weeks. We were under the impression that it was 30 days from the ring being in our possession. I tried to return it (35 days from the purchase date/16 days after having it in my possession). I asked for a return or credit, as I’ve had it with me for less with three weeks. They would NOT do ANYTHING, wouldn’t even listen! I’m a patient person, but I will tell everyone, friends, family, strangers, to never shop with them. They have lost...

I bought my fiance a ring from Kay Jewelers at the Manchester Mall in early November. The buying experience was great! The sales representative that assisted us was more than helpful but that was the last good experience we have had with Kay Jewelers.

The ring we bought has lost a diamond from the band, TWICE, now in just under 6 months. My fiance is a teacher and does not do extensive work/labor with her hands that would validate losing a diamond on two separate occasions. The first time we believed this was just an unlucky situation and it wouldn't happen again, or at least not for an extended amount of time. 2 weeks after reporting the missing diamond and sending it in for a fix, we received it back. Not 2 months later, low and behold another diamond had fallen out (not the same diamond on the band). This time, my fiance went in solo and was told it was all her fault, she shouldn't wash her hands or sleep with the band on. The sales reps did not once apologize or try to make her feel better, but pushed the blame completely on my fiance.

It has been 18 days now since we sent the ring in and are still waiting for the ring to come back. For a newly engaged person, this process has been less than delightful. For a ring to have lost a diamond, on two separate occasions, in less than 6 months is unacceptable. Isn't the process of buying a ring, presenting it and getting married supposed to be an exciting, memorable, loving experience? Kay Jewelers has gone out of their way to tarnish our experience thus far.

The age old adage of "the customer is always right" does not apply with Kay Jewelers as they will put all the blame on the customer as opposed to the shoddy workmanship of the ring. I would not recommend Kay Jewelers to any of my friends, family, co-workers or anyone who inquires without the disclaimer that the customer service is less...