KAY Jewelers — Local services in Norfolk

Everybody I have dealt with has been very nice, I'll start with that. I went in to have my wedding ring inspected and a diamond was loose. So we had to send it away to be fixed, which is fine. While we were there, my husband and I decided to upgrade and add an additional band of diamonds to my set. I was told they were sending it all away together to be sized, soldered together, etc. and it would take 2 weeks. Once again, no problem. Went back to pick it up (keep in mind I have to travel 40 mins to get there as I don't live in town) to find that the upgrade didn't get resized and it wasn't soldered together. I understand that this store doesn't do the work, but knowing I was traveling from out of town---couldn't you have opened up the order to see it wasn't correct? You may not have known the size, but it obviously wasn't soldered together. I didn't want to wait on my wedding ring so now I have to wait 2 more weeks, go back to pick up my expensive upgrade and then get it soldered together at a different time. So if you get called to pick up an order, you might want to double check it's correct before you travel...

I do not see where you get the rating you do. I've been a loyal customer since 1989 and for the last 8 years I've been treated horrible. You've done work to my rings that was never asked for. You replace my sapphire stone without asking me and told me the orginal one that was in it was cracked, which was a lie. I get my rings inspected every 6 months just like the warranty says. Never missed an inspection. You fight me every time I go in about it. You tell me the paperwork I have is not correct for the inspection. Well that's the orginal paperwork that came with the ring when bought in 2008. You've lost my ring. Which 4 months later was found in another Kay's store in another state. Nothing but trouble, stress and a huge headache. Going to let my warranty go. Not worth my time any more. Thanks you not...

First off, the ladies there are always very sweet and nice! The customer service is excellent. That being said, I don't know where else to complain, but my ring is constantly in repair. I got the ring in January from here, in the 8 months since, it's been in the repair shop 6 times, the other 2 months they were closed for the pandemic... I don't do anything close to being damaging for the ring, there isn't any reason the ring should have jewels falling off literally the day after getting it back. I'm beyond frustrated, I feel like the ring is in repair more than it's on me. The ring wasn't cheap, but at this point, why pay for a ring I can't wear?

Once again, the ladies are always very nice. I know they send the ring somewhere else to repair, but something has to be done...