KAY Jewelers — Local services in Manchester

My fiance and I visited Kay Jewelers on April 8th, 2019. We picked an engagement ring and wedding band. We also brought a solitaire ring that we decided to replace the diamond from and place it into the new ring as the diamond clarity and carat was better than what the current ring had. The associate stated that they would be able to convert the solitaire into a heart pendant, use the diamond that was being removed from the new ring and use it for the heart pendant. Brilliant idea as the solitaire ring held many sentiments. I was advised that a service fee would be charged which of course we agreed to pay. We were told that the rings would all leave their store that same day and we were given a receipt with a due date. Estimated a week or 10 days at most. We were excited for this and were awaiting our rings with much anticipation. After the 10 days, we hadn't been notified so we called the store on April 19th. An associate answered and stated that they have not received our order yet, but it looks like it will arrive on Saturday the 20th, but to come in on Monday the 22nd as it will certainly be at the store. Monday came and as I was ready to head over I called first to confirm if the order was readily available. I was placed on hold for a few minutes, then the associate stated she can't locate my order and needed to call the service center and call me back. After a half hour I was told that my order hasn't been worked on yet and she wasn't sure why the associate told me to come. At this point I was concerned about the rings, frustrated with the miscommunication coming from the store. I was now given a new date of arrival of Saturday April 27th. I thought okay, this has got to be it. Our rings will all be ready, things cant be further delayed, right? Wrong! I called on Friday the 26th to confirm that the service center had at least shipped out my order, I was put once again on hold. Associate stated she was very sorry, but she needed to call the service center direct as my order doesn't even show that it's been worked on yet. She apologized and said she would call back immediately. After 15 mins she did call back and stated that there is a delay in services and that our rings will be worked on soon and that we are now looking at an expected arrival of Saturday May 4th or Monday May 6th. At this point my frustration grew and I expressed it to the associate. I honestly felt that she didn't care at all and as a customer I felt unimportant. I was just told to call back Monday before driving down, but was guaranteed that the rings will be there. Monday came, I called and was given the unfortunate news yet again that my rings and pendant had not arrived as scheduled. After experiencing delay after delay I requested to be notified when my order was available for pick up. I finally received a call on May 8th, nearly a month later, paid the remaining balance owed and left the store with the intentions of never being a customer again. I had not planned on leaving a negative review, but what I experienced shortly after taking my ring home was upsetting to put it mildly. Barely a month the mount to my ring has snapped off. THANKFULLY my diamond and prong were found in my purse. I was devastated that this even happened! My work does not require me to be very physical with my left hand, so my ring on my hand is pretty safe at all times. Only times it rubs against anything is when I put my things in my purse when going into work and leaving. I will be visiting the store this weekend on my day off from work as I have the "Life Time Guarantee" Insurance on the ring, but right now I am a very unsatisfied customer. I have attached photos of my ring. Is this bad luck or did I get a rushed product where the mounting wasn't properly checked and done poorly? Please advise...

I want to start by saying that Charlene, the store manager, is truly exceptional. Her professionalism, empathy, and commitment to helping us through this process were the only redeeming aspects of what was otherwise a deeply disappointing experience. I purchased my wedding ring in January for our ceremony in March. Between then and now (June), the ring had to be sent back four or five times due to ongoing issues with both the store and their external partners. What began as a simple sizing request turned into a months-long ordeal. When the ring was first returned, the finish was dull, and the craftsmanship was clearly subpar—the sides were sloppily cut, and the overall quality unacceptable. After sending it back, we received it again only to find it looked even worse—almost as if a child had attempted to repair it. The inside of the ring was so sharp that it would occasionally cut my finger. One of the sales associates dismissed our concerns and spoke to us condescendingly, making the situation even more frustrating. Thankfully, Charlene recognized the issues and went out of her way to ensure we had the ring in time for the ceremony by allowing us to keep it temporarily and placing an order for a new one to be made properly. When the replacement ring arrived, we were told it was ready—only to discover it was the wrong size. Jeff, another manager, was impatient and insisted we turn in the ring we had and sign off on paperwork before the sizing could be corrected, effectively leaving me without a ring. After much back and forth, I refused, and Jeff eventually conceded. Once the ring was finally remade correctly, we were again met with more unnecessary obstacles. Jeff insisted that the exchange would require an added cost to our existing warranty—even though Charlene had clearly explained it would be a straight exchange, covered under the current warranty we had already purchased just six months prior. After another frustrating interaction where Jeff was dismissive and patronizing, we returned another time and Charlene resolved the issue quickly and respectfully. This entire experience, aside from the help we received from Charlene, was disheartening. What should have been a joyful and memorable milestone was instead overshadowed by poor service, inconsistency, and avoidable stress. I cannot in good faith recommend this location or company to others, though I am grateful to Charlene for doing everything she could to make...

My first and only experience at Kay unfortunately wasn’t the best. My fiance and I went in looking for our wedding bands in a very short notice (we needed it in 2 weeks), the people that helped us were very friendly, especially Jeff, who was amazing to us! The lady who was helping me find my band was great as well, until I told her our budget for my ring. She looked very disappointed and stopped giving me the attention she was giving me before and pretty much walked away. Jeff, who was supposed to be helping my fiancée, then took over to show me a few rings within our budget that were nice, but we ended up buying only my fiancé’s ring from there. They gave us a promise date of one day before the wedding and told us we could go pick it up at the store in the afternoon. We stressed multiple times that we needed that band for that date and they knew about the rush. 2 days before the promised delivery date, I was able to find the tracking number and saw that there was a delay, and the delivery date changed for 3 days after the wedding, no one bothered to give us a call or a heads up so we could get a plan B. The day before the wedding, my fiancée went to the store in person to get an update, and the person at the counter straight face LIED to him, saying that UPS would deliver it between 3pm-6pm that say, and that he should come back later. When I could clearly track the package and see it was still on the other side of the country. We understand delays happen and it was something that was not under their control, but the minimum I would expect was to be given a call explaining the situation, and be told the truth when we went to check on the ring. We ended up getting my ring from Zales right across the mall, and they also had a delay delivering my ring, but as soon as they realized, they made sure to call to explain the situation and the manager ended up going to the jeweler herself to pick up my ring and have it delivered to us on time, while at Kay we didn’t hear a word from them and were lied to when we stopped at the...