KAY Jewelers — Local services in Natick

PART 2: Lastly, we pick out a ring from the case. Very limited options of what I liked, and also now worried I was buying a ring someone “borrowed” for a long period of time, or in other words worried we were buying a used ring. We pick a ring. THE NIGHTMARE IS STILL NOT OVER. They send the selected ring, along with a matching band out to the jeweler for the ring to be sized & saudered together. The ring comes back, & the band is saudered on the top vs the bottom…which makes absolutely no sense because this specific band was obvious it was supposed to be attached under the curve of the teardrop…When i called about this matter, the associate had told me the store manager KELLY made an error & didn’t specify where the band needed to go on the ring..Which KELLY completely denied. After having a long phone call with KELLY, I explain to her I am still very unhappy with my experience & have had more problems then they could justify. KELLY told me she tried her best to make me happy & they found a solution for every problem, which is so far from the truth bc every solution has come with a new problem. I asked KELLY if I could contact the regional manager of Kays, because I wanted to inform him/her how this store was treating their customers. KELLY told me she cant give me information on the regional manager because that would be inappropriate. She did not give me any alternative options to contact for a survey or anyone to even report my problems to so the regional manager could reach out to me. Later on KELLY emails me telling me the regional manager wanted to give me a $50 store credit for my bad experience. After the error of the band being saudered wrong, due to KELLYS miscommunication, the ring is sent back for another week. I refuse to go in the store and pick it up bc I’m disgusted at this time. My husband goes to the store & isn’t even offered the gift card promised!! At this point its comical how terrible a store can be ran by the STORE MANAGER AND CLEARLY THE REGIONAL MANAGER TOO!! It was insulting to be offered $50 when I went through this whole mess. My husband brings the ring home, Its perfect and guess what happens THAT TEARDROP DIAMOND FALLS OUT A MONTH LATER. Im driving an hour and a half to a different Kays jeweler to work with a better staff. I refuse to ever shop at this store again, I see 22 people a day as a hairstylist & make sure to tell every single person about this terrible nightmare & let them know this store, store manager, & regional...

Part 1: 0 star if I could. I built a custom wedding ring through kays last year. I wanted a pearl ring, something minimal. They did tell me they wouldn’t recommend a large pearl bc it’s just cemented onto the ring, & not practical for a wedding ring & everyday wear, so I showed them my vision & they felt comfortable proceeding & selling me a small dainty pearl ring, bc it wouldn’t stick out as far as large pearls. This ring took over 6 months for the jeweler to complete. He could not get the CAD right. During this time Kays let me “borrow” a ring. (we bought this ring, and they told us when my ring was made we could return this “borrowed” ring) After over 6 months of waiting to receive my ring, & family asking to see this ring, I finally picked it up, & give the ring back that I “borrowed” for 6 months. No less than 2 weeks having this ring a couple pearls popped out. So i sent it back. Not 1 time, not 2, NOT 3…5 or 6 times. Around the second or third time sending it back, I asked if they still had the same ring I “borrowed” because I was left with no ring on my finger & thought I would just purchase the one I “borrowed” bc every two weeks I was sending my new ring back. They first told me they didn’t have the ring, then I looked in the cases & found the exact same ring I not only “borrowed” for 6 months but WORE EVERYDAY….In the case, full price. Fast forward…My patients finally runs out & I ask them for a refund. Explaining I was unsatisfied with the service & quality of KAYS is a true understatement. They tell me they can not refund a custom piece. This was very frustrating because it wasn’t that I hated the ring, I loved the ring, however the quality/ jeweler, malfunctions of the practicality of this ting turned me off. The store manager KELLY, offered me options & made it very clear I could not return this ring, I could only exchange it. I was still not happy with this bc I dont want to deal with a company like this, at this point. So I chose to exchange it and pick out a wedding ring from the case, due to not having many options. During this process, Kelly then tells us she cant find our warranty in the system. Along with telling us the system only shows we paid $1100 for this custom ring.. My husband & I were certain we had a warranty and most definitely paid way more than that for the ring. My husband had to go through his bank statements to prove how much we paid for the ring….turns out she finally found it in the system…But it wasn’t under...

My husband and I went into the store to look for a specific anniversary band I had seen on the website. We had showed up before anyone else had and waited as per the sign requested (I’m assuming a Covid protocol). We waited until we saw another couple just walk in on the other side of the store and they were greeted and then we were once we just decided we shouldn’t wait either. Then once the woman noticed we were there she told us to stay six feet apart from the other couple. We did. Then we were told we had to wait because we were not there first. We were, the employee just was not paying attention. Then she helped us. I told her I was looking for an anniversary band. She instantly said, those are other there (pointing to another area of the store). I pointed to a band right in front of me and said I want this one, but in white gold. She said she didn’t know if they had it; that she’d have to check. I informed her it was in fact there beside another ring after I looked around the case. She then proceeded to ask me when the wedding was twice. I told her both times-I want this for an anniversary band, I’m already married. She asked to see the rings I had. Then responded with “I don’t want to see your rings like that” implying they were dirty and then said she was going to clean them. They were not dirty and I am very particular about cleaning so I felt very insulted. She barely even looked at my rings before making that comment. She then said your fingers are too small, that we can’t size the ring you want to the size you need. I asked if she was sure because I had never had that issue before, to which she says “I’m the store manager, so I know”. Then she switched her tune when I said okay well thanks. She then said “I can send it to another jewelry store who might be able to do it”. I was not about to hand money over to this rude employee and then have her send me ring all over God’s creation. Her name is Raquel. I will be making a formal complain to customer service as well. I have worked in retail before and I never ever would have made such crass comments and ignorant statements when working with a...