KAY Jewelers — Local services in Millbury

My husband and I have been using Kay Jewler’s for 15+ years for all of our jewelry needs. I am so astonished and appalled by the steady decline of not only customer service, product but policy as well.

One of the first rings we have ever purchased from them is this simple sapphire and diamond band. I routinely go in to have my items inspected but since we have so many pieces purchased at so many different times (always with an additional lifetime warranty) we went in to get my wedding and anniversary band put together (which was its own fiasco - they soldered the wrong pieces and then engraved the wrong band, then waited 3 months for them to correct it, had to rescheduale photo shoots and everything) and had all of our pieces inspected at once then.

Flash forward to this evening, when I go in to have my rings cleaned and asked them to take a look at my oldest band as it was beginning to snag on things, I feared one of the prongs was bent. Well it turned out that some of the sapphires were chipped or had surface abrasions, and that I could not send it in for repair unless I paid out of pocket. Now keep in mind, we’ve spent thousands of dollars with this company, purchased warranties on all pieces etc and have had quite a bit of custom work done. The woman behind the counter told me that none of my inspections were “put into the iPad” and that makes the sapphire band “out of warranty” and I could pay to have them replace the stones then re-up the warranty. I was completely flabbergasted. At this point, I would much rather retire the ring instead of spending another dime at this company.

I do have to say, the two young women who helped clean my ring were very kind and remorseful of the rediculous policy and ultimately the stores mistake (we did have everything inspected but clearly it did not register that day), however their managers should take a few notes from the young women and work on their customer services skills. The rudeness and condescending tone we could have done without.

I urge everyone reading this to make the choice to go to a more local, smaller jeweler, who can do proper repairs and custom work onsite instead of shipping it out to another Jewler chain to only have the item held up for months at a time, to then find out it was improperly made. Find a Jewler who will uphold their warranties and stand behind their products!

It is very unfortunate, but Kay lost a good...

I went in to this location after deciding to upgrade my wedding rings for my tenth anniversary. I went into the store dead set on getting a rose gold set as I love pink! Well after I was pleasantly greeted the moment I walked through the door I was approached by Michelle. She was extremely excited to help me find the perfect set so my original set could be put away as a sentimental heirloom piece for when my son grows up. I felt so special the entire time that I was there. I tried on like 20 pieces and ultimately went back to a stunning yellow gold set that just sparkles so. I never felt pressured to buy anything or spend more money than I was comfortable with. The financing process took a minute and was completed by another wonderful associate named Emily. I was lucky enough that my fingers are “case size” so I was able to walk out with my brand new set on my finger. They went above and beyond to explain the LPP and the rules behind it. What is included and even though I wore my freshly cleaned and sparkly set out of the store, they still gave me the ring box in case I need to put it away. Michelle made sure to fully explain the grade and all the specs of my Diamond. I couldn’t be happier with the personalized service I received at Kay’s in Millbury. If you are looking for a store to make you feel comfortable and not pressured, This is absolutely the store to go to!! I will also say that I have been to multiple Kay’s locations and I will be going no where else after receiving such wonderful service. Thank you Michelle and Emily for making my anniversary upgrade experience...

My husband bought me a bracelet In February. Since then I have to send it back for repair three times. This last time I sent back I told the employee working that I wanted to exchange it because I don’t want to keep coming back every month and a half. She told me there is nothing they can do they have to send it to be repaired. I asked for corporates number to get this resolved. It took a week for corporate to get back to me despite calling three times. I was told they would reach out to the repair shop about marking it unreliable. Today I received a call that the repair shop already fixed it and was sending it back to the store. Then she told me that she spoke with the store manager at the millbury store who told her that I said I sleep in it and started to reprimand me about sleeping in sterling silver. I never once told the manager I sleep in the bracelet. What I told her is that I hadn’t even worn it for two months because I had taken it off for an MRI and hadn’t put back on any of my jewelry. I just put it back on two weeks ago and it’s already broken again. The audacity of a manager to lie about what a customer said to try to mask that the jewelry they have sold is obviously faulty is just mind blowing to me. I wish my husband never bought my engagement ring there because who knows what will happen if something goes wrong with my ring. I am so upset and...