KAY Jewelers — Local services in Orland Township

Out of all jewelry stores, Kay has been one of my favorites. I always though you got a great value for the price, and they offer a range of financial options. But I'm starting to have my doubts in this store. It's a shame they don't provide the same lifetime warranty on mens rings (even though my husband does a very labor intensive rigorous job, where his ring is more likely to get damaged than mine). Either way, the problem I have with Kay is their customer service. The last 3 times I've been to Kay to get my ring inspected, my engagement ring was under my husbands name, and the enhancers (to create the wedding ring) was under my name. We've asked every single time to just put everything under one name. 2 times they said they did it, but last time I come back they're questioning why the enhancers aren't under my husbands name, its because they never changed it and its still under my name. I had to get my ring resized. Although they did an excellent job, apparently they didn't document the size they changed it to, so they expected me to remember on my last visit when my 10K Gold band got bent into an oblong shape. Why they need a ring size if they're reshaping it, not resizing it, beats me. And how a 10K (which is supposed to be their strongest form of gold) can get bent like that is beyond me. I don't do manual labor, and I wasn't doing any heavy lifting that would cause that to misshapen. I was literally cooking breakfast in the morning and if anything it had to be my grip on the frying pan handle. I'm wondering if they gave me a more malleable metal and etched "10k" on it when it actually isn't. If that's the case my husbands ring with his labor intensive job should have bent worse than mine ages ago. I wonder if this ring is even worth the amount we paid for it. Also, the fact I have to wait 2 weeks to get it reshaped is a little aggravating. I'm not usually an impatient person, but considering the money and insurance we've put into this ring it should be more prioritized. I know it doesn't take two weeks to reshape a ring, even if it is being sent out. It's just a shame I'm locked into this lifetime warranty because I would honestly rather go somewhere else...

Horrible Experience! I walked into the store because my diamond fell off my engagement ring and I was hoping to get it fixed. I walked in and all the customer service reps were standing around talking amongst each other and didn't even acknowledge me. A woman sitting at her computer (I think it was the manager) finally noticed and asked the reps to help me. A woman approached me. She looked like she just woke up. Her hair was dirty and thrown up in a ponytail. She didn't represent Kays well at all. I said "Hi, my ring's diamond fell out and I was hoping to get it fixed and hoping to also know the approximate cost." The woman responded, " Are you up to date on your inspections?" I understand that is a good question to ask but I was hoping she would give me some sort of feeling of relief or hope that it could be fixed right off the bat before she started asking me questions about my account there. She got straight to business rather than building a relationship with me. She never smiled or made any effort to make me feel more at ease. After she found my account, she walked away with my ring without saying a WORD, picked up tweezers, sat down and starting writing things on a piece of paper. I was so confused. I had NO IDEA what she was doing with my engagement ring. Keep in mind, I STILL had not gotten any information about whether or not it could be fixed, or how much it may cost! (WHICH WAS MY ORIGINAL QUESTION my first 30 seconds in the store.) I finally walked over to her silent, hinting that I wanted an update. She finally looked up at me and said it will be ready in a month and it wouldn't cost anything. I had to ask her how I would be notified as she failed to tell me. I was furious when I finally left the store. When you are dealing with people's prized possessions, you need to take a more caring approach! I was very disappointed with this store. I will...

My boyfriend bought me a promise ring from Kay about 4 years ago and I have had nothing but problems with it. The shank keeps breaking on it and every time I bring it in their to get fixed I get questioned as to whether or not I’m showering with it, sleeping with it on, or banging it, which i never do. I’m sorry but if someone spends a decent amount on a ring it shouldn’t continuously break whether you shower with it or sleep with it on. I’ve bought rings for much less than this cost and have had no problems with it whatsoever. Whenever I bring it in the employees are very rude. I dealt with the manager one time and he was very rude and basically called me a liar in so many words. I am not a criminal and do not expect to be treated like one, which is exactly what he was doing. I contacted corporate after that happened and have heard nothing back from them. Everyone that knows what’s going on with this ring will never do any business with Kay ever again. I just went back on May 30th because the main diamond in my ring was falling out. I get a call 2 days later saying that it was ready for pickup which immediately has me concerned. How could they fix a diamond in 2 days? I go to pick it up and they tell me that they couldn’t fix it so they replaced it and immediately following that statement the girl helping me says “please be careful next time” yes, I will be careful next time because I just love going around banging my ring on everything that I can possibly find because the ring means absolutely nothing to me.. the employees are just plain rude and if it wasn’t for my ring being under warranty there I would never spend a single cent...