KAY Jewelers — Local services in Paradise

If I could give zero stars I would! Let's start at the beginning, shall we? Mother's Day I took my mom to the mall to see about a custom pennant that included my children's birthstones. Kay advertises that they can do "custom" so we stopped in the Fashion Show location to inquire. Natalie, the store manager, helped us. Super nice and basically explained Kay's idea of custom.... which isn't so custom. So we proceeded to look through the online catalog to find something that would be suitable. My mom found something and Natalie explained that if she did not like it, we could return it. The piece came in and while it was very pretty, there were things about it that she did not like. Ben helped us return it and even worked with us on a custom piece. Ben was amazing. He took the time to measure everything out, draw a sketch, and made sure every single detail was covered. Days went by and Ben continually communicated updates on the piece. He even rushed a part in hopes to have it done in time so my mom could have it in time for our vacation. That did not happen, no fault to Ben. While on vacation, Ben communicated that there was a delay and they had to push out the delivery date and it would be ready for pick up when we returned from vacation. That did not happen and Ben made sure to communicate with us. Finally, on July 15th, Ben communicated that it had arrived. I asked him to send a photo and he did. The stones were not correct and whoever did the quality check did not see the mistake. This was not Ben as he was not scheduled to work when it arrived. Ben sent it back to be fixed. The new date is now 7/25. On the 22nd, Ben communicated that he had called the repair center and was told it would be on time for the 25th. He also explained that was working between two stores and that he would not be at the Fashion Show the day of delivery. On 7/30 I reached out to Ben because I still had not heard anything regarding the delivery. Considering he was working between 2 different stores, I assumed someone would have called to communicate with us that it was ready. Ben checked when he was back at the Fashion Show location, no delivery had been made for my mom's pendant. At this point, we are 2 and a half months into my mom's Mother's Day gift and still no end in sight. I called and spoke to Brenda, the assistant store manager. I told her that my mom wanted to cancel the order. She asked why and I explained the entire story about how this was supposed to be for Mother's Day, the delays, and lack of any communication in Ben's absence. Brenda was very polite, but did not seem concerned at all about the issues and delays. When I brought it to her attention she seemed to chuckle a little and just said she didn't want to further upset me. For this being our first ever experience with Kay Jewelers they have managed to ruin my mom's Mother's Day and have treated the entire process very poorly. My only regret is that Ben has to work for such a lame company in a store full of managers that don't do their job and treat customers...

Not the one to post reviews let alone a negative one. On sept 24th, we took my engagement ring to get a small stone that had fallen replaced. No 1: Never notified me that the ring was fixed and back in store, I had to call to ask where it was and why it was taking so long. No 2: they sent it back completely tampered with, changed the center stone and popped out the center piece who looks like it’s hanging by a thread when there was nothing wrong with it to begin with. I liked the stone better in its original state where it was tucked into the ring more as opposed to it recently. That stone is going to fall off the moment I pull up my jeans or even run my fingers through my hair. No 3: they are not updating us as to why there is no rush getting it fixed we have to keep calling them. No 4: Now they are saying they will get it back from “the shop” Nov 11th. I haven’t had my engagement ring since Sept 24th. This is ridiculous, this location is not taking accountability in butchering my ring, nor do they have a sense of urgency trying to get it back to me FIXED. This ring was NOT cheap, my fiancé worked hard for his money to purchase the ring of my dreams, all for it to be changed to their liking, something WE DID NOT ASK FOR. If it was their ring or their wives ring I promise you they would have it back within the week. I have been engaged for 9 months but after all the adjustments, cleanings and repairs the ring has had to go through because they can’t seem to do it right the first time. I had my ring physically on my finger 4-5 months out of the 9 I’ve been engaged. I am so disappointed. 10/10 do not recommend...

On January 13, 2021 I visited Kay Jewelers. The item I was looking for wasn’t available, the gentleman there suggested I check out a few of their competitors. Never once suggested an alternative in his location. I had to be the one to ask for him to look online and see if the item was available. The search that he conducted was only for the stores in my area, he didn’t offer to look on the website to see if the item can be ordered and delivered. The service was bad and I decided I did not want to purchase anything at all. Later that day I decided to order the item online and had it delivered to my home. The item was correct and came in perfect condition; however I ordered the wrong item. I was hesitant to go back to this location but it was convenient at the time. Fast forward to my recent visit....Leonora (whom has assisted me in the pass )assisted us and I told her I needed to exchange the item. Leonora looked for the item and it was not in store. Leonora looked for the style and the sku to locate the item. She ordered online and had it shipped to the store in a matter of 30 minutes. Leonora returned the incorrect item and said she will call when the item arrived. About two days later the item arrived and we went to pick it up. Leonora showed us the item and sized it onsite. Leonora salvaged the previous experience. Going forward I will make my appointment with Leonora specifically. A purchase at Kay Jewelers during these times is a blessing and definitely not the first place that comes to mind given the pandemic and everything that has come along with it; however Kay Jewelers was the only company that...