KAY Jewelers — Local services in Medford

My first experience with Kay's was through a gift. I received a ring that was purchased online. I loved it, however the stone fell out on the first night. I took it to this location. A warranty was not purchased but I figured that being a well known company they would back up they're work for at least 24 hours. Wrong. They said that I would need to purchase a two-year warranty. I did, because the ring meant so much. I had accidentally fallen asleep with the ring on and woken up to a missing stone and a prong bent at a 45° angle. The sales associate told me that you cannot sleep in their rings. I expressed my concerns with the design of the ring. The prongs were so thin and obviously bent ridiculously easily. The sales girls mentioned that they had previously discussed with each other how poor the design was. Frustrated, I told them I was worried about it happening again. They also mention that the warranty would only be good until the ring needed to be repaired. So if one month into my 2-year warranty the ring needed to be repaired the warranty would be voided, and if I wanted the ring to be under warranty I would have to purchase a second warranty. Now I'm left with a ring I'm in love with but simply afraid to wear because I can't afford to continuously purchase a warranty every time I wish to wear it. Also, They said they will never actually repair this particular ring but will send a new replacement ring demolishing the sentimental value of the piece. Very disappointed that Kay's offers rings that are not structurally sound and that a two-year warranty doesn't actually last two-years if it must be used at any point. My second experience at Kay's started with an in-store ring. The sales associates were extremely helpful in assisting my boyfriend in picking out my engagement ring. There was a good sale and they offered 0% financing (with a down payment). He second guessed and changed his mind on the ring, exchanging it for one that ended up being more expensive. He was assured that with a deposit, this too would be 0% financing. We ended up going back and purchasing my wedding band. We paid the deposit and added my ring to the 0% account (sales rep assured us that this ring was also financed at 0%). We left extremely happy. The rings are GORGEOUS! Then the first bill came with a finance charge. My fiance called and the customer service rep agreed that it was a mistake and removed the charge. Next month another finance charge. Called again and was told there was no error that we have an interest (26%) account. This was the finance company that Kay used. He said he could see the paper trail and how it all happened but that ultimately it was entered as having interest (by Kay's), and that we needed to contact Kay's about the issue. He said it would take 6-8 weeks to straighten out. We notified Kay's. We spoke to one of the sales associates we worked with who agreed that it was all supposed to be interest free (that's why we had to put down the specific deposit % for each ring purchased). The next month... another finance charge. No word from anyone. Seems like this simple mistake (that is costing us a fortune and working in Kay's and the finance company's favor) is being dragged out as long as possible so that they can use time as a factor to deny any fault on their part sticking us with the inflated debt. Obviously I'm ticked off about paying way too much based on our original agreement, but also because we were planning on purchasing the matching anniversary band to complete my set, but refuse to do so if this doesn't get straightened out. We purchased the warranties on my bridal set, but after reading more reviews I am truly afraid of sending in my rings to be sized and soldiered. It's sad that the sales girls we worked with were so helpful, but a simple error has completely destroyed our faith in a company that seems to have no desire to help it's (repeat) customers. No one has any desire to fix this, and why would they? It's more money for them. I will change my rating and purchase my band if this EVER...

Exceptional Service at Kay Jewelers in Medford Oregon.

I recently had the pleasure of working with Arlene, Marita, and Tony at Kay Jewelers in Oregon while shopping for my wedding ring, and I cannot speak highly enough about the exceptional service I received. With my wedding day just two months away, the experience was both crucial and emotional for me, especially since I was dealing with a bout of laryngitis that left me feeling overwhelmed and nearly in tears.

The situation began when I encountered difficulties with another store regarding my progressive leasing option. I felt frustrated and unheard, as they kept hanging up on me during my attempts to resolve the issue. In stark contrast, Arlene, Marita, and Tony were dedicated to ensuring I felt supported and understood. They patiently worked with me for over two hours, diligently addressing my concerns and providing guidance every step of the way.

Their commitment to customer service shone through as they listened to my needs and helped find the perfect wedding ring that suited both my style and budget. I felt truly valued and cared for, rather than just another sale. It’s rare to find a team that combines expertise with genuine empathy, but these three made that happen.

Thanks to their incredible support, I now have the beautiful ring I dreamed of, and I feel so grateful to have found such a wonderful team to help me during this special time in my life. I would highly recommend Kay Jewelers in Oregon to anyone looking for more than just a transaction – you’ll receive outstanding service and a warm, welcoming experience.

To Arlene, Marita, and Tony: thank you from the bottom of my heart! You are all invited to our wedding; you truly made this experience...

Don’t let my 1 star reflect the service at the shop because I felt Tony and company did a solid job with assisting me in finding the best ring possible for my wife. The store in the mall deserves 5 stars. However, their design and service center does the most half assed job I’ve ever seen. Talk about not putting forth the effort. They clearly don’t care about clients. How can you solder rings together and not even make sure the rings line up flush, and expect the customer to be happy after spending $$$$ and get a marginal, half assed product back after 3 weeks. How hard is it to take the time to have the rings centered, symmetrical, and flush. Embarrassing.

Please pass the word onto your design and service center that they should be embarrassed for the lack of quality work they do, because it reflects badly on Kay Jewelers as a whole. If the rings look just as bad or worse as the first time, I’ll take it somewhere else and send...