KAY Jewelers — Local services in Montgomery

Good afternoon,

I would like to start off by saying how dissatisfied I am with the Kay Jeweler at 6943 Eastchase Loop, Montgomery, Alabama. I got engaged on January 15th and unfortunately the ring did not fit. I took the ring to the location mentioned above on January 16, 2024, to get resized. The girl who initially helped me was great, but the issues did not occur until I received my ring bank on February 2, 2024. My fiancé who is a police officer went to the above location to pick up my ring. He stated that they looked at it but did not flip it around to look at the entire ring and handed it back to him and whomever the woman was that helped him was very sweet. I was out of town, so I did not get the ring until that Sunday, February 4, 2024. When I put my ring on it was beautiful and it did fit, however, upon inspecting it I noticed a small crack on the bottom part of the ring band. It was visible and I could feel it. I still wore it because of course I am excited. On Monday, February I went into the above location and asked to see a manager, upon entering and asking the question a lady was sitting on the right side and pointed to a gentleman in the back. I went to the back and advised him of the issue, took off the ring and he inspected it with 1st just his eyes and then brought out the magnified glass. I asked him if they inspected them before releasing it back to the customer and he said, and I quote “they probably just looked to make sure the size was correct”. He also stated that the location that the ring was initially purchased at (2471 Cobbs Ford Road, Prattville, Alabama) uses a different company. He then wrote up and printed the paperwork to send it off and he stated that because it is a “make it right” item it would not take as long as the previous time it was shipped off for resizing. At no point was there an apology or anything. We did not get a confirmation email about the ring arriving at the Design and Service Center until Friday, February 9, 2024. The original return date we were told was February 24, 202, however, Since I was told by your employee that it would not be as long as the 1st sendoff, I thought it would be back by now. Today, February 14, 2024 @ 12:15 I called the above location and spoke with a woman who stated that it would not be back until the “estimated date” given. I advised her that the manager told me it would not take as long, and she told me she was the manager and not him. However, when I went into the store I specifically asked for a manager, and he assisted. She also stated that because Valentine’s Day is today, they had a lot of orders, which I completely understand but this should have been a “make it right” item with priority since it was not inspected to begin with. And again, no apology whatsoever. Now as you all know getting engaged is such a happy time in people's lives, but I was only able to wear my ring for one day. The ring resize was on us since it didn’t fit me, but you all are giving a ring back to the customer that is not at a 100% is not acceptable and especially by not even apologizing or trying to make it right. I understand that my ring isn’t worth 10k or more, but it means a lot to my fiancé and me. I will take the drive to the Prattville store from now on, which he told me to but since I live in Montgomery it was more convenient. I hope this email reaches the right people and hope the right parties take accountability for my...

Went to the store in Eastchase, Montgomery Alabama to get my missing stone done. They have asked me to pay $150 for my missing diamond when in fact i have a lifetime stone and metal warranty. A piece of advice to y’all out there considering to buy your jewelry on this store to NOT AT ALL COST choose Kay jewelers to trust for your jewelries. They are a scam!!!! Scamming their customers in purchasing their freaking lifetime warranty when they will ask you later on to pay for that missing stone or a broken metal and let you pay $150 for a service. That is more than half i paid for this warranty they promised. I was so disappointed of this Branch too. They insisted i missed my appointment every 6mos, not giving me an email when they have my email on their system to remind of my service month. They insisted that they are a big company and they can not send email for their customers to remind this. Well why are you guys sending me email about your sale and new product when you cannot send us customers an email to remind us of the service month? The whole 2 years was a covid Pandemic. Who are going to let their jewelry cleaned and serviced in a middle of pandemic? They did not even consider it was pandemic for freaking 2 years. I felt they care more of their sales and not their customers. I am so disappointed of Kay jewelers.You...

The only time you receive good service at this location is when you are spending money. If you have any type of return problem warranty, the service is horrible. The store manager Sandra will always try to figure out how to try to get you to spend more money and does everything that she can not to respect warranty. I have had the same problem at least five times with my jewelry. I describe her is slick and not even the good kind a blind man can see what she’s trying to do. She doesn’t respect staff if somebody is helping you she tries to over talk them if she thinks that she can get the business. The rest of the staff are courteous and kind. I don’t even understand how she is a store manager because she is combative And argumentative. Every time I have to go there, I literally dread it because I know she’s coming with some kind of foolishness. She literally told me one time that if my Jewelry is snagged that the warranty won’t cover it. The only reason she has that job has to be because of experience, not customer service satisfaction. I will never spend one penny in that location. When you go to any other Kay’s Regardless of what the problem is, the service is excellent. Only at least two occasions she couldn’t even find the warranty information and when she did find it, she didn’t apologize She...