KAY Jewelers — Local services in Omaha

Kay Jeweler’s not only sells defective engagement rings, but the Omaha, NE Westroads Kay Jeweler’s (Store #1851) provides terrible customer service. We have owned the engagement ring for LESS THAN a year and have had MORE THAN 5 loose/missing stones already.

I have worked with MULTIPLE sales representatives and have been extremely disappointed by the lack of concern or empathy displayed by each of them – and I’ve made many visits to the store (unfortunately). We purchased the certified engagement ring in August 2016 and by December 2016 it had been in the shop multiple times – first a loose stone and less than a week later, a missing stone, and then another loose stone. During the first four months that I owned the ring, I was only able to wear it about 2.5 weeks because it was in the shop the rest of the time. We never did receive any empathy and when we asked about possible solutions, they continued to say “there is nothing we can do, you are past 90 days”.

In addition to issues with the engagement ring, we had them order the “matching wedding band”. Upon arrival, it did not match. The stones on the band were clearly much smaller than the stones along the engagement band. To make matters worse, the representatives tried to convince us that the stones were same size (probably just to get a sale) – but when we asked them to measure the stones, it proved the stones were in fact significantly smaller. After multiple trips to Kay Jewelers with no acceptable solution, we ended up finding a wedding band from Helzberg (great store and wonderful customer service).

We attempted to have the ring cleaned June 2017 and went into Helzberg. Upon inspection, they found a loose stone on the engagement band. We immediately went to Kay Jewelers #1851 and asked to have it cleaned. They took the ring and inspected it under the microscope. Less than thirty seconds later she said, “it looks good, no loose stones so give me a few minutes while I clean it.” We were so shocked that she did not do her job adequately and questioned her by saying “really”. She continued to stand by her decision that the ring was fine and didn’t even offer to take another look at it to be sure. Finally, we told her that Helzberg discovered the loose stone and personally showed it to us -- and that this wasn’t the first time in less than a year that we’ve had issues with ring. Her actual response was “well, it’s not my fault (with her hand on her hip)”. There was no “I’m sorry” or “This is terrible, let me see what I can do to help”. In fact, she never did apologize or express even an ounce of empathy and I walked out of the store leaving my husband to deal with the situation. They ended up finding TWO loose stones and the ring was sent off to be fixed once again. It’s a good thing we bought a silicone ring because I’m not sure I’ll ever get to wear my wedding ring for more than two consecutive months.

Lesson Learned: DO NOT EVER BUY ANYTHING FROM...

WILL NOT EVER BUY FROM THERE AGAIN Coustomer service is Horrible So I decided to buy diamond elsewhere So they deemed not normal wear on my ring won't stand behind the Warranty 3 other jewelry stores agreed being almost 14 years old was normal wear Devon was great to work with the manager was rude & unfair because I was taking my business elsewhere I am very upset considering all my good jewelry was bought from kays WILL NOT EVER BUY FROM KAYS Update= from comment below Amanda I have been on hold for over 45 min with that phone # and so far all I've got is high blood pressure no one has answered but I have the luxury option instead of waiting on hold for so long I can request to communicate with someone via text THIS IS EXACTLY WHAT I MEAN WITH COUSTOMER SERVICE STILL ON HOLD and Amanda I do not think you want me discuss the details of how you handled the situation online you wouldn't look good AT ALL UPDATE ON COUSTOMER SERVICE CALL AFTER WAITING A LONG TIME I GOT TO TALK TO SOMEONE THAT WORKS FROM HOME KIMBERLY ( HAD SPOKE WITH HER A MONTH OR SO ALSO VERY NICE GAL) SO SHE DOCUMENTED MY SITUATION TOOK ABOUT 5 MIN AND THATS IT GOT ME NOWHERE EXCEPT MAD Update //// let me start with again Devon is Amazing 100% Amanda Lets just say its for your best interest lfor me to not comment online about that you wouldnt look very good and I did Called the number you said to get my blood pressure up again and again no coustomer service sat on hold for 40 plus minutes only to get ahold of someone ( she was very nice by the way)who documented the situation apologizedand said she would submit it to someone so that was over a week ago didnt do anything bit get my blood flowing once again. So when Greenburg rebuilt my ring they sent in 2 of my anniversary bands to refinish them so the bands matched on ring with new one and on 1 of the rings it was rounded out where it holds the diamonds in said it would cost $650. To fix and i was tryen to see what my other options were considering kays sold my husband 2 of the same anniversary bands I kinda only need 1 finally but finally I realized they should be under warranty though kays shouldn't cost me anything except I find that hard to believe will follow up after wish me luck cuz I've had it dont even know if I want to almost rather throw it away...

Staff were very helpful! Even though it was busy when I went, someone made sure to ask if I'd been helped soon after I started browsing. I bought a ring that was half off and with the protection plan that included a free ring sizing and covers any needed future stone replacements it was only a little over a hundred. They have a great variety at all price ranges! I also bought an absolutely adorable stuffed animal with my ring to help support St. Jude Children's Hospital. I guess customers always have the option to include a donation with any purchase, but before the holidays they sell stuffed animals (which you can keep or donate to a toy drive in-store) and special St. Jude jewelry at a rage of prices. Special shoutout to Laura, who helped me pick out my ring, explained the protection plan option, checked me out, set up my ring sizing, and scheduled my 6 month ring inspection for my protection plan. Also to Jessica and Winter who Laura pulled in to help cheer me on when I told her it was my first big jewelry purchase for myself. All three were incredibly kind and excited for me! The only reason I took a star off was because it is clear that the store itself needs some love from the higher ups at Kay. The tan monotone color scheme of the shop plus subpar lighting is incredibly dated and washes out the jewelry in the cases, especially when compared to other stores in the mall like Zales. Plus, the technology they give their staff to work with appears buggy beyond belief, although the staff handle it with incredible grace and professionalism, constantly logging them out of the system and making them start over, dragging out the process for both staff and customers. I guess I should have expected that since the company's website has some of the worst UI/UX I've ever seen, but I sincerely hope they consider renovation and innovation to improve the store experience for both their employees and the...