KAY Jewelers — Local services in Novi

What has happened to this store? My husband purchased my wedding ring at this location in 2005. Religiously I brought it in every 6 months. A little over a year ago my stones were loose and needed to be fixed. Not to get to specific they ruined my ring ( actually melted it). Corporate stepped in and made things right. So let’s fast forward to now when I brought it in for a check up and it took two more times to get it fixed. Came in got sent back got it back and diamonds fell out the next day. So here is where the story gets interesting. Corporate in good faith decided to make me an offer to trade in my ring and start fresh. A offer I refused a year ago because I just wanted my ring. Unfortunately my ring was not the same and causing to many problems since they ruined it. So Jasmine from corporate called Timothy the Novi manager to inform him we are on our way in and this is the deal. Timothy was NOT happy with the offer they were giving me and pretty much said it was to much to give me. So when we arrived he already had an attitude to help us and made us wait because he wanted to argue the offer and wanted to wait to speak to his District Manager. When he finally came over he was rude to the point that he was annoyed we stepped foot in his store. He barely spoke to us never made eye contact when asked what rings fell in my price range he would not clarify. Never even tried to show or suggest a setting. My daughter was so angry at how I was being treated she left the store ( without me knowing) and called corporate back and said you need to send us elsewhere and how extremely rude and inconsiderate Timothy ( manager) was and how he was saying bad things about the corporate office. First off Timothy I purchased my ring from your store and what gives you the right to argue what corporate says. How dare you treat customers that way I DID NOT DAMAGE my ring you did. So we left and drove to the Farmington Hills store where we had the best experience and such fun designing my new ring. Now that store has CLASS and knows how to treat customers with RESPECT. Shame on you Novi especially Timothy. I suggest they get a new manager. will never step foot in that store again!!! We bought many items over the years from them but not anymore I would rather go out of my way to go to another store then step foot...

KAY Jewelers at Twelve Oaks Mall in Novi, MI was excellent! The staff was very friendly and polite, as well as very courteous and approachable!

Chelsea was highly knowledgeable about all of the jewelry inventory and was openly willing to answer any questions that I had. She was very exuberant and energetic, which I found to be very welcoming and comforting. She truly went out of her way, going above-and-beyond, to assist me in exactly the way that I needed for my jewelry to be delivered on time, as well as graciously and quickly resizing it for me!

Shonder was highly proactive in helping me get my jewelry order processed effectively and efficiently. She was very diligent and focused, which I found to be very comforting and reassuring. She displayed amazing teamwork with Chelsea to ensure that everything went well and as smoothly as possible for my jewelry order!

Shauna was highly determined in getting the certification number on my jewelry captured correctly. Her tenacious focus to be both precise and accurate was impressive and encouraging. She was truly hardworking and very nice as well!

Nancy was highly pleasant to talk to upon returning for resizing my jewelry. Her warm and easy-going personality made our conversation a delight and enhanced the already positive sense that I had about KAY Jewelers in a synergistic way. She was one of the nicest and friendliest customer service staff I have ever met!

This KAY Jewelers gets 5-out-of-5 Google Review Gold...

I took some time to think about my experience with Kay Jewelers.

Overall, the associates almost always treated me with respect. On the off day, I was told that they couldn't check on something for us because they were "busy with actual customers". After talking to the Assistant Manager, Josh, the conflict was resolved. Josh's customer service was 100% the reason I did not cancel my order through the whole ordeal. He is a superstar.

The manager, Dani, told us our ring would be in mid-December, but we didn't get it until last week, 9 weeks late. It was excuse after excuse. If she would have told us it would be 10 weeks it would have been fine but she continuously told us "a few days". When I called her out on it, she denied saying anything about it being in on an earlier date.

The store is very bad at answering the phone. It usually takes about 25-30 calls to actually get through to someone ( I know that sounds crazy but I don't have the time to drive 3 hours to go to the store to talk to somebody). Also, if they tell you that they will call you back, DO NOT TRUST THEM. I NEVER received a call back the entire 2 months.

We were given the wrong ring, that was damaged in January, but we have the correct ring now and we love it. (photos are of...