KAY Jewelers — Local services in Niles

If I could give them no stars, I would. I bought a $500 diamond ring about 2 years ago, paid for the warranty and about a month ago the entire setting fell out, diamonds and all. They wouldn't do anything for me unless I paid them for the whole setting and diamonds, which is insane considering I paid for the warranty. I didn't get upset or throw a fit, I just wasn't aware that you have to do the cleanings and inspections on the days they tell you to. So pretty much because I did the cleanings and inspections a month to late every 6 months, it was void. It was my very first diamond ring and meant a lot to me. Then just last week I had the exact same thing happen again! I had purchased a $200 ring last year and the entire diamond setting fell out yet again! And because I didn't get it cleaned/inspected on their specific dates, they wanted to charge me. I should of trusted all the reviews I had read prior to doing business with them. But unfortunately I ignored the bad reviews and thought maybe it was just some angry customers who wanted to bash them for whatever reason. The staff was always friendly and sweet, I'm not upset with them at all. It's just the quality of the jewelry is garbage. And you'd think the warranty would help to ensure things like this dont happen, because they inspect the jewelry. But that's just not the case. I was definitely heart broken with the first incident and just hoped it was a fluke and blamed myself for not reading the warranty thoroughly. But when it happened a second time, I was extremely disappointed and shocked that this could happen again. Unfortunately I won't be doing business with them ever again and am shopping around for a good reliable jeweler in the area. I actually debated whether or not to even give a review because I'm not the type of person who gets off on giving a business 1 star. I just want to warn shoppers to do their research and make sure you thoroughly read and understand the warranty before making a purchase. Also, check out the reviews and see what others are saying. And if you see hundreds or thousands of bad reviews, take that into consideration. There's no way all the bad reviews are trolls or angry customers who want a handout.. especially if they're all saying the same thing or having the same bad...

I waited to write this post to make sure I wasn’t emotionally charged. It’s been nearly 6 months now. They botched my engagement ring repair so badly, my white gold ring was splotched with yellow and the diamond rows were dipped and uneven. They were so condescending when I brought it up when I went to get it, I left in shame thinking I was wrong. My husband and mother in law were so appalled, they had me call customer service. I must say, Kay corporate was very concerned and called the manager for me, demanding a full replacement. I was so relieved.

Shortly after, my husband (whose number was on the account) got a call from the Niles store. It was the manager. She was irritated and annoyed with him. She said that calling corporate was unnecessary, and we were being excessive. We didn’t talk back to her, and tried to be polite, but she was ready to fight with us over the phone. We made an appointment to get my replacement, and I was very anxious about going back there if she was already this hostile.

The next day, we went to pick it up. I asked my husband to do the talking, as I was already upset and I dislike confrontation. When we said what we were there for, the managers face immediately dropped into a scowl. She started to speak very aggressively and condescendingly to me as she got the new ring out. I was quiet until she said “gold is mined yellow, not white, and you can’t expect the repair to be perfect.” I was floored. I am an educated person and I do not appreciate being talked down to, especially after spending good money there. I politely said that I know how gold works, and that I just wanted my ring so we could leave.

With a sarcastic “have a nice day!” She handed me the ring and we left. We have not been back.

The Kay’s in Alliance, OH, where we are now is so much better! If you had a bad time at Niles, DONT GIVE UP ON KAYS!!! Go to another store. I really think they are a good company that care about their customers. Maybe it’s just Niles and their employees that are rude and dismissive.

I...

I went to the niles location to return a bracelet and necklace that I had recently purchased. The bracelet had broken after one use by my wife, so the plan was to exchange both and upgrade the necklace. Upon entering the guy working to us both that we couldn't browse and that we had to sit down, and he'd bring us the necklaces. I thought this was weird but passed it off for COVID behavior. He brings two necklace holders and asks my wife to choose. We both asked about the others and he said he couldn't bring them, only wanted an answer about those in front of us before he could bring the others. So we weren't allowed to compare the necklaces. My wife has been treated like this in the past at both the niles and boardman locations, but this was my first and last time. We felt totally disrespected, but if a store doesn't want business from people like myself I'll take it elsewhere. I'll be closing my credit card for kay jewelry...