KAY Jewelers — Local services in Montclair

I will never ever EVER return to this kay jewelers location. I initially took my moissanite engagement ring in to get resized from 6.5 to 6 on February 18th and my fiancée was charged $179 for the service. I get a call on February 22nd saying the ring is ready, and it still felt a little too big but I figured maybe I just don’t know my correct ring size. After a week it was still bothering me so I took it back in on March 7th just to find out the ring is still size 6.5! Kim was very understanding and apologetic, told me and my fiancée he’d have the ring sent back and would have it rushed.

On March 18th, I get an email saying my “service request has been created.” I wasn’t sure what they meant so on March 20th I call and speak to Kim again, he informs me that the shop they sent my ring to doesn’t work on moissanite so they have to send it to a new shop. At this point I’m a little frustrated that this wasn’t communicated to me but fine, whatever.

Come March 26th and I’m at work, I receive a phone call from Kay jewelers and I assume it’s to let me know my ring is ready for pick up, so I let it go to voicemail. When I listen to the voicemail, it’s them asking me if I’d like to proceed with the repair and if so it’ll cost $45. Now I’m annoyed because that was telling me that they STILL hadn’t worked on the ring and I was never told about a $45 charge, so I call back and ask why would it be $45 if I already paid $180 a month ago? The girl tells me that it doesn’t make sense because I’d only pay that $45 if I was refunded $179, and she says her assistant manager will contact me that following Thursday March 28th.

So March 28th comes and I call the store and speak with the same girl who called me on the 26th and she says that her manager said I don’t have to pay the $45, and we hang up. But the $135 difference was bugging me so I call back and ask to speak with the assistant manager, but she wasn’t available at the time so I tell a different employee my situation/my question about the price difference . The assistant manager calls me back, and up to this point every single person I interacted with had been super nice, understanding and apologetic, so I was expecting the same type of demeanor from the assistant manager, but no.

She tells me that the employee who quoted $45 Is a part time employee and isn’t familiar with the pricing but that $179 is the correct price. The vibe I was getting from the call what that I was inconveniencing her with my question and I felt rushed, but I ask her if my ring is at the repair shop and how much longer can I expect my ring to be ready? She says yes and about a week and half.

So, fast forward to two weeks later, yesterday April 11th, 1 MONTH and 4 days after I took my ring in the 2nd time. I call and Kim, who is again super nice and understanding, answer the phone and I ask if there’s anyway he or someone could reach out to the shop and ask how much longer because it had been 2 weeks since I last called. He tells me that my ring was actually ready to pick up, and apologized that no one contacted me like they said they would. I tell him I work so my fiancée would pick it up the next day on Friday April 12th.

My fiancée has picked it up, said Kim helped him and again he was super understanding and apologetic for the situation. I haven’t seen the ring myself yet but Kim assured my fiancée that the ring is at the correct size now.

I don’t understand who no one from management could give me a courtesy call to let me know the ring was ready or even apologize to us personally for the situation. I get that I’m not the most important person in the world but this is my engagement ring and I haven’t even been able to enjoy my first month of being engaged because of this whole situation, so it would have been nice to have a good sense of communication from management and to feel like they actually care.

I would leave a 1 star review but the extra star is for the employees who I spoke to on the phone throughout the month that showed me compassion for...

I have shopped at Kay jewelers over the years. I think we purchased three Rolex watches my husband upgraded his wedding ring and a few other items that we purchased over the years. Today I was out shopping for my daughter’s 30th birthday and a gift and I had already gone to a couple of other places. I saw Kay jewelers and decided that I walk through it knowing that I wasn’t gonna find anything worth my wild or the value or anything like that and so I was telling my husband I just called him as I walked in and a a representative store representative came over to to me and I was letting her know with motions that I was on my cell phone. She couldn’t see my earbud because my hair is down anyway long story short she saw me later on and realize that I was still looking and she was just as genuine as possible She didn’t try to oversell me. She was very helpful very kind!! Anyway, I was able to buy my daughter a nice gold necklace with some diamonds in it that will match her earrings that I gave her a few years ago anyway she was so pleasant. Her name is Alexis just genuine and no now I really feel like I would go back into Kay jewelers now when I shopped here before it was downstairs in the Montclair mall There was an Asian woman that was just as great. She was of course older than Alexa but Alexa has all the qualities to be a great sales person and I’m just I’m just grateful because now I have a gift for my daughter so...

THE WORST CUSTOMER SERVICE EVER!!!! Let me tell you they go off based on looks my husband just walked out of there he was waiting forever to at least get greeted and nothing he was completely ignored.... Tell me why??? Because he looks dirty and has a few tattoos?? He looks dirty because he's a hard worker in construction... He has the money... Oh yeah and if u look up his info you'll see he has a great credit line with Kay Jewelers ,, it's a shame that people get treated off the way they look .... you probably figured he was just a window shopper so you weren't going to waste your time on him because you "thought" you weren't going to make a sale... too bad you would've made a great sale... will NEVER go back to this location!!! He feels so...