KAY Jewelers — Local services in Mishawaka

This used to be a jewelry store that happened to be in the mall, now this is run like a mall kiosk with a brand name cover. Thousands and thousands of dollars spent here by my family as we have been going since they first changed over from JB Robinson. Bought engagement ring/wedding set here seven years ago. EVERY SINGLE TIME I take it in for the warranty inspection it takes at least twenty minutes...they can never find my warranty information. They say it's there for the gold, but not the diamond - yeah, because I'd buy gold warranty but not warranty the Leo diamond! This has happened every six months for SEVEN YEARS! Every time I need it sized or re-anodized, they miraculously find the diamond warranty - then claim I have no gold warranty. No matter how many calls I make to corporate, no matter how many managers at the store I speak to, it never fails. This last time when I went to have it sized three weeks ago, they managed to pull it up fine for the first time ever! I got the ring back, and after wearing it realized that the band was only half the width that it had previously been in the back (I specifically chose this band for it's thickness as I have broken many at work); not only making it flimsy, but throwing off the weight of the ring, making it impossible to keep the diamond out of my palm. When I took it back in to talk to them today, the manager Ann - who had pulled it up just fine three weeks ago - suddenly couldn't find it again. She expected me to be able to tell her how. She then accused me of writing down previous reference numbers wrong, questioned corporate when she had them on the phone, said I must have bought it separately, anything she could say.. An associate came over and said that she couldn't believe my ORIGINAL receipt (as I literally had 12 pages of them with me since this happens every time) is correct because she NEVER remembers Kay Jewelers having such a low rate on warranties. I then called corporate myself, while still there. I did raise my voice and when asked to quiet down, I asked them to understand my frustration after SEVEN YEARS OF THIS! I was then told that I needed to call corporate somewhere else as they didn't appreciate my tone! I did not leave. Corporate was able to pull up the information on the phone with me in THIRTY SECONDS! Ann wanted me to write down EVERY BIT of information the phone rep had on the whole sale - even though the phone rep was saying they shouldn't need the whole file, usually just a few pieces of information. After hearing me tell the rep on the phone that they were just sitting there staring at me, they finally asked for just THREE pieces of information, and like magic - there was my warranty. I asked the phone rep what to do as I am sick of being here an hour Everytime when Ann starts trying to talk over me that I'm lying - it had only been twenty-seven minutes this time. At that point I told the phone rep that I don't trust the people here with my rings anymore. She said the only thing I could do would be to take it to another store. The phone rep was so disgusted she had already started a complaint to file.. I walked out if the store with no apologies, hearing the women talk about me as I left. I will never go back, my family will never go back, and I recommend no one else go either! *Also heard another customer call in while there, and two other reps talk about how they couldn't even FIND that customers ring after going through the...

I’ve spent close to $10,000 at Kay Jewelers on various items including an engagement ring, wedding band, a Disney collection ring, a Mother’s Day necklace, and a bracelet — and I can confidently say the entire experience has been a nightmare.

Sizing issues: Getting the wedding set sized properly has been a complete hassle. Every time I take the rings to a different jeweler for verification, I’m told a different size than what Kay claims. The inconsistency is unacceptable and frustrating.

Poor product quality: We’ve gone through three chains for the necklace because they keep breaking. The quality just doesn’t hold up, especially for something that’s supposed to be a keepsake.

Defective merchandise: The Disney ring ... which we were really excited about ... lost its center stone within 24 hours of my wife wearing it for the first time. Completely unacceptable for a piece of jewelry in this price range.

Certification confusion: I never received the diamond certificate for the engagement ring. When I took it to Jared’s for appraisal, they confirmed it was certified. I went back to Kay to request the certification card, and an employee gave me a temporary card while ordering the real one. When I returned, I was suddenly told the diamond isn’t certified — despite earlier confirmation. Completely contradictory and unprofessional.

Customer service: The manager at the University Park Mall location is downright rude and incompetent. When I expressed my frustration, I was literally told to "go to another Kay" if I didn’t like how I was being treated. That says everything about their customer service.

I will never buy another product from Kay again. The only reason I’ll return is for the mandatory cleanings to maintain the warranty ... and even that’s a chore. I strongly suggest looking elsewhere for your...

DO NOT GET YOUR JEWELRY REPAIRED HERE!!!! My husband and I have been married over 20 years and his ring has been through multiple resizing at other jewelers. Unfortunately, I could not remember where I had gotten previous work done and walked into this store thinking all jewelry stores would provide the same quality work. Wrong. First, they charged exorbitant rates--which would be okay if they didn't ruin your jewelry. My husband had a crack in his band at the back nearest his palm. The front of the ring has a diamond inset and had decorative markings that match my band. I told them specifically to be careful of the markings. There should not have been any reason for them work near them, but the lady I gave the ring to (I believe the manager) acted worried when I pointed the detail out. Yes, that should have set off warnings, but I am dumb and did not realize Kays in general has mostly one- and two- star reviews across other rating sites. Sure enough, when I went to pick up my husband's ring today all the decorative marks had been BUFFED OUT. Again, the repair was on the opposite side of the ring--there was no reason for this. If they did it, they should have fixed it--especially since it supposedly has a workmanship warranty, but they gave it back and basically...