KAY Jewelers — Local services in Mentor

I brought my engagement ring to Kay Jewelers to be resized. My ring does not have a real diamond, when I mentioned that to the first man I worked with he said that we could send it out and see if they’re able to resize it or not because usually rings with fake stones can’t be repaired or resized... totally understandable. So we sent it out to be resized, well as it turns out they couldn’t do it.... totally understandable. So I go back to pick up my ring and when I get there, the computers are down... not anybody’s fault. I spoke to one woman and it started off as a kind and normal conversation, she asked me what I was there for because there was a chance that if I was just picking something up, they wouldn’t need the computers. But they couldn’t give it to me because I needed to be refunded for the cost of resizing my ring... understandable. Then, the lady working with me asked me what was wrong with it (which was a tad odd but not anything crazy) and I told her it wasn’t a real diamond. Then a woman who I hadn’t been speaking to, raised her voice from across the store and asked what was wrong, and the lady that was working with me raised her voice to answer, “it’s not a real diamond,” I don’t care about material things but being in a jewelry store and that being the reason my ring couldn’t be worked on, it was embarrassing. There were other customers, employees, and a man working on the computers. They continued to ask me questions and ask each other questions about my situation. Then I left because they couldn’t give me the ring. So I come back later in the day when the computers are back up and the same lady from before is processing my refund, well I guess they have to take a picture of the ring so that they can prove they didn’t damage it just in case I were to claim they had. This lady had a call on hold and asked another employee to take the picture so I could leave. This man was already talking to me kind of weird but I thought maybe it was just being friendly, still a little creepy though. He ended up asking me tons of questions, again, about what kind of stone it is (I don’t know) and holding me up for 15 more minutes when I should’ve been gone. He wanted to do another diamond test even though they already did one when they sent it out the first time and said that they couldn’t resize the ring. Finally I just told all of them that I would like to take my ring and leave. My experience with Kay Jewelers was embarrassing. I understand that they couldn’t resize it, I understand that their computers were down but talking loudly enough for others to hear about how my ring wasn’t real and holding me up multiple times for various problems was frustrating. I won’t be going back to Kay Jewelers for any jewelry or repairs...

I dropped my engagement ring off at the mentor mall location to get resized. The sales rep could have cared less about talking to me about why I was there or what was going to happen with the ring and instead continued talking to his coworker about a ufc fight that was happening that night. He finally got my fitting and bagged up the ring. He gave me a receipt with a PROMISE date of a week and 5 days from the day I turned it in. I asked him if that date was accurate because I needed it back before a certain date and he said “oh ya! They’ve been getting them back sooner than that promise date but due to the pandemic they have been promising about a week and half.” I said ok, signed the paper and left. The promise date was on a Thursday and I called at 4:30 after not hearing a single thing from them... no email no phone call. The sales lady that I spoke with took 3 minutes searching for the last name on the computer and then put me on hold for 4 more minutes. She then picked up the phone and said “let me call you back in ten minutes when I find you paperwork.” Ummmm hello?!? We just spend thousands of dollars with you people and now you can’t fine the paperwork?! After 45 minutes of no phone call back, I called back and she stated that the ring wasn’t back and it’s estimated to be back within 4 more days. FOUR MORE DAYS?! Why have a promise date and have your associates tell me that it was promised to be back by then. Why have ZERO communication with the person who bought the ring OR the persons who’s ring it is?! My fiancé called very frustrated and then they wouldn’t pick up the phone. It rang and rang and rang (yes they were open). We finally got through and we were told for US to call back tomorrow and speak with Eric about our problem rather than then trying to help us. (Eric should have called us instead of us struggling to get through and speak with him!) I work in retail and I completely understand delays with everything going on but COMMUNICATE and have respect!!! We spent so much money to be treated like we weren’t even cared about! It was ridiculous and completely unacceptable the way they handled everything from the time I dropped it off. We won’t be coming back......

I have yet to have a good experience in this location. My fiancé bought my engagement ring at a kay jewelers near him. I took it to this location as it was nearest to me to be sized. When I called I was told I would have my ring back in 7 days. When I brought it in they told me it’d take a little over 2 weeks. They started asking the employees if anyone had taken my call because the woman was convinced I called a different location. An employee walked in and she asked him, as soon as I heard his voice I knew it was him I had spoken to as he had a very recognizable voice. He completely denied talking to me, and then started making excuses as to how I probably misunderstood him. However, they ended up honoring the one week I was told. 6 months later (today) I took my ring in to be inspected like I’m required too for the insurance. While waiting for someone to help me I started looking at wedding bands. After the inspection I asked the woman to show me the band I liked. At this point I’ll say that when my fiancé proposed I had two stipulations on my ring, I didn’t want him to spend thousands of dollars, and I REALLY did not want a diamond. I wanted something different, but left him with the decision as to what he thought I would like. He ended up buying me a gorgeous blue sapphire ring that I’m in love with. Anyways, once I asked to see the band, the woman looks at me and says, “you want to see a WEDDING band for THIS ring, THIS is your engagement ring?” So basically because it’s not worth thousands of dollars, and it’s not a diamond, it can’t be my engagement ring? For now on when my ring needs to be inspected I will be taking it to a different location, and I will not be purchasing anything through this...