KAY Jewelers — Local services in Orange City

This review is very specifically for Lindsay AuBuchon…long story short, she really cares, knows her shit and totally rocks.

Long story if you’re interested: My husband bought my wedding ring from Kay Jewelers in Altamonte about a year prior to us getting married in 2016. He went to great lengths to create the “perfect” ring. Every time I would take the ring in for inspection, however, there was nearly always something wrong that would necessitate it being sent out to a jeweler to fix it. I took it to the Kay in Tavares at first, then Mt Dora, then when we moved to Deland, I took it to the one in Seminole Towne Center. It was there that we paid an upgrade fee to get a “better” ring as we were getting very tired of it being in the shop more than it was on my finger (especially during the COVID epidemic…it was sent out and then the shop shut down for a time and I was without my ring for 6-8 months). The ring also needed a special shank for arthritis because my finger is considerably larger at the knuckle than around the base of the finger where one wears a ring. I paid a pretty large sum of money to have the shank adapted to open and close. In a short time, this became another issue that needed constant fixing. Several months ago, I realized there was a Kay Jewelers in Orange City, so decided to pop in there and see if they could help me. The ring needed to be inspected, the setting was missing one of the tiny diamonds, and the shank would not fully close anymore, which meant the skin on my finger kept getting pinched in it. I walked in and Lindsay was who greeted me. She took a look at the ring and said she would see what could be done about these issues. She inspected the ring carefully under the scope and found that my solitaire was actually chipped (did not even know this was possible). Nobody had ever told me that before and the last few times I had gone to the Seminole Towne Center location. She then pulled up the records from those visits and showed me on the pictures they had taken during my last few inspections that it had been chipped for quite some time and it was very obvious. And it was chipped right next to the certification number that is on every Tolkowski diamond so they had obviously seen it and were trying to not clue me in to this fact. Lindsay worked tirelessly to make sure that we did not suffer a loss from this whole ordeal. She sent it off to be repaired, but then was told it couldn’t be warrantied anymore if they repaired it again because the ring had been repaired so many times that it would not be structurally sound anymore with further repair. We were offered the option to trade the ring in. My husband was absolutely irate…we both figured that we would be roped into paying more money (once again) to get the quality ring we really should have had from the beginning. I know my husband really gave Lindsay down the road about all this, even though she was not the cause of this and was actually the one who found out what was going on and was attempting to make it right. We were overcome with frustration at this point (ongoing 9 year saga), and poor Lindsay was the only one we could vent at/to. She really went above and beyond and went to bat for us with customer care to make sure we were treated right. She kept in constant contact to give me updates and I told her I didn’t care how long it took at this point…I just wanted a beautiful ring that would be my new and forever wedding ring and I wanted it done right. She called me about a month ago and left a message saying she had an update for me. I stopped in a few days later on my day off as I was in the area anyway. The update was that the ring came in! It is gorgeous! There was much squealing and hugging over the joyous occasion and it would never have happened without Lindsay. Without her, Kay would have lost a customer. But now I will never buy jewelry except from her. She is one of a rare breed who still takes pride in her work and treats customers like she would...

I was so happy when I purchasing my diamond bracelet I couldn’t have had a better experience by the customer service with the assistant manager Jeli she is the only reason this review was saved. Jeli was very patient with me and understanding of my concerns and style! She gave me a variety of selections from where she believed my liking would be. I felt so comfortable with the process, she was so knowledgeable and easy at explaining any questions I had. where the services fails is when I picked it up back in March.I shipped off my diamond bracelet that cost me over $1000.00 not including to be shipped off to be altered for my wrist. As soon as I purchased it I was told that I would receive a call, which I did and made my way to the store a couple days later. When I walked in I wasn’t greeted by the woman ( her name was Britney) on March 7th an hour before closing. I said “ hello” and she looked at me like I was a statue and stated “ how can I help you.” With a poor attitude almost bothered I even walked in. I handed her my ID and let her Know I just needed to pick up my bracelet that I purchased. When she brought me to the back counter she did not even ask me any questions about my purchase to gain more knowledge on why I was picking it up, when putting on my bracket the bracket was a special one so I had no idea how to clip or unclip it, I had to ask her to please show me. As I was ready to wrap things up , she started to take my bracelet and wrap it up in a little circle around her fingers to put into a 10 cent bag. She never asked me if it was a new purchase or anything, so here I am thinking “ wow I just bought this expensive bracelet and this is how I’m leaving the store.” I asked her “ it doesn’t come with a box?” And she said “ you didn’t get a box when you bought it?” I told her no I just purchased it and shipped it off to be altered. 1. This should of been the first thing she asked me because it would have solved so many issues I had when picking it up till me leaving the store. Super disappointed I had to ASK for a box to leave in with my jewelry that I never got to even take it home to begin with. Britney should be asking customers if it’s a new purchase or something that was already bought, worn, and brought back for warranty to avoid conflicts like that because it can be off putting leaving with a plastic bag after spending all that money…. To my surprise I went in there last week to get my bracelet cleaned and jeli was there, she was so kind to me as soon as I walked in, she took acknowledgment and had small conversation with me, she explained things I could do to help keep my jewelry more clean but also encouraged me to come into the store whenever I needed anything done with my purchases here. Thank you jeli for being so welcoming, although the last visit was distasteful you assured me the confidence to still come...

My review is on the Kay’s jewelry store in Orange City. Seven years ago I bought a Leo diamond and six wedding bands and had them welded together. I’ve received many comments throughout the years on how stunning my wedding set is. I recently dropped off my ring to have it sized smaller as I had lost some weight. Unfortunately, after 2 1/2 months and five visits back to the jeweler they were unable to get all six bands together without a gap after resizing. I was devastated to hear, that there was nothing more they could do. I thought I would never have to replace that ring and I feel very blessed to know that I had bought the warranty on all my rings. Kay provided me an option of switching out my rings for a new set using the initial retail price. They don’t make my ring anymore, but after two weeks of trying on rings with help from Jelli at Altamonte Springs store, Waterford store and Orange City store I was able to find a replacement. I want to thank Chris Kay’s district manager for stepping in and making things happen. Cheryl at Orange City for standing by me through all the returns. I know it was tough on her to see my disappointment every time and she went out of her way to pick up my ring on her day off in hopes it would be perfect for a cruise. Lindsay at Kay’s in Orange City is a rockstar. She provided me compassion, guidance on what would be the best option for my taste and had the patience of a saint. A Special shout out to Sarah at customer care who took on my case and made sure that this was a happy outcome for me. I will miss my old set, but will create new memories thank you to all who made this possible. Sandie Weir Ring on the left is my old one and right is my new one! Isn’t she...