KAY Outlet — Local services in Merrimack

My experience at Kay Outlet was so 1-star that I went back and returned what I had purchased because the whole experience just felt gross. However, I do want to call out that my experience in dealing with the Assistant Manager, Tiffany, when making the return, was 5-stars. I know this is a long review, so here is the summary:

I was told the discounted price was $1,400 when it was in fact $1,375.

I was told that the diamonds I was purchasing had not been graded, when in fact that was also not true.

I was told that my purchase was ineligible for the additional 5% discount, which was not true.

She then attempted to charge me more than she had quoted me ($1,480 vs. $1,400), and in the end, DID charge me more than I was quoted, while still not honoring the 5% discount (I ended up paying $1,417).

The last time I bought diamonds, I was given certificates of authenticity with their grading specifications and their value for insurance purposes. At Kay Outlet, I was charged more than I was told, had discounts not honored, and was given someone else's receipt (and not my own).

Below are the details of my experience, as I think they help clarify the authenticity of what I summarized above:

I went in looking to purchase diamond earrings. I asked a saleswoman to see a pair and asked how much they were. There are signs up all over that say "up to 50% off store-wide" and then at the bottom "Plus an additional 5% off items over $999". The woman made a big production of telling me how she was going to give me such a deal, she's going to give me the best price the system will let her. Not my first rodeo, but fine. She tells me they're $2,500, but she can give them to me for $1,400, and makes reference to the tablet she had entered the information on. I looked at the tablet and clearly saw that the discount was $1,125, which if you're doing the math at home you know is a 45% discount, which is fine. I asked what the specifications were on the diamonds, and she told me they were all 'near colorless'. Well, in diamond grading, I think there are 4 different grades of near colorless, so usually you get something more specific, like a letter. I asked what the other specifications were, like clarity, and she told me they don't grade these natural diamonds, only the lab-grown ones. That doesn't sound right, but I like the earrings and I hate shopping so let's be done with this.

I said 'so, I get the extra 5% off because it's over $1k, right?' and she tells me no, that's only for things on clearance. Well, that's not what it says on the sign....fine, ring me up. So I get to the payment terminal, and when she finally gets the transaction loaded, the terminal reads $1,479.99. I said "You said they were $1,400." She replied "Oh yeah, I just rounded off." I said okay, then I'm all done.

She then runs around the store for a bit and finds someone who knows what they're doing. I hear that person say to her 'the 5% is if it's over $1k, is it over $1k? Then give it to him." So she then adds the 5% (that I was previously told was only for clearance items), bringing the total down to $1417.79 Again, 5% off $1,479.99 should be $1,406 - not to mention that it SHOULD have been 5% off of the $1,375 I saw in the system, or at LEAST the $1,400 number she quoted me. But whatever, I hate shopping so I think I'll just buy these and then never come back here again. She then fumbles around and can't find the receipt, saying all she has is the store copy, and asking someone if she should just give me that. They say yes, so she does. Not until I went back 2 days later to return the earrings did I discover she gave me someone else's receipt for a purchase of about $400. During the return, Tiffany was able to set me straight on a number of things.

Buyer beware. This is only 1 experience, and with just 1 rep. But reps are the face of your business, and my experience at Kay Outlet was confirmed to be shady and dishonest. Happy to discuss details with the company...

Where to begin... I regret not checking reviews before choosing Kay in February 2016. Most of their shops seem to be rated in the 1-2 star range and I'm not surprised.

Every visit has been stressful and usually not because of the demeanor of their service people. I've interacted with about 5 people there and they have all been friendly enough. Morale seems low though and I'm not surprised... because the BIGGEST problem at Kay Jewlers is the antiquated software they use and the (seemingly) lack of training provided to their employees. This leads to confusion, redundant questions, differences between regular orders vs. "special orders," excuses about how my order was entered into the system, and so on. This is the root of their problem.

I mostly pity the employees at Kays because while you are there you constantly hear them telling other customers "thank you for your patience" and "I apologize for that." And all because they are probably still be using Windows 95. When they order your jewelry they use TWO separate systems that look/work completely different from each other. And heaven forbid you don't bring a receipt. They will have to reprint the receipt and re-enter some numbers from it, I guess... Very clunky and a major time suck.

Finally, shipping to and from their service providers is never reliable. You will wait 2 months to order a ring and get it resized. For some reason, I haven't quite figured it out yet, they will need 2 weeks to get a ring resized in Manchester... just a few miles away! The excuse for this is that it's done "professionally" and takes time to get it right. This is where I blame the employees because they are blowing smoke up my a$$. Just tell me your company is not reliable and that all the advertising makes it easy to overlook the giant flaws in your business. UPDATE: I did speak to the manager of this particular location and they say their system is getting upgraded. But I'd still suggest you give it a year or two before attempting a purchase. She was friendly and genuine enough. That's the only reason this review has gone from 1...

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...