KAY Jewelers — Local services in Paramus

What was supposed to be a simple pickup after ordering online became an issue. The item I ordered wasn’t the size I needed so, there was another item I liked and it was the same price so the girl canceled the first transaction which was the same price as the 2nd item I was going to purchase. Easy fix right? Nope. The item I had purchased online was over $99 so they had a promotion if it’s over &99 you get $25 off. When she rang the new item it was more than what it specified online. And she wouldn’t honor the $25 discount that I had received online. She said you can try to find one but honestly was no help at all! She inquired with her manager and he said “oh no because that was online” and then proceeded to have conversation with another employee. I stood there for a good 7 minutes trying to order it online and get the same discount as I did before. Mind you the 2 items were the same amount and it could have easily been an even exchange but instead no one even tried to help. The sales girl just stared at the register and not until I asked what the cost would be without the discount she answered. She rang it up and it was way more than what it was online without the discount . At that point I was aggravated and they were so passive that I said forget it and proceeded to walk away but I wanted clarity in why the price she rang up is more than what it was online and as I friends around she was rolling her eyes and I could tell by her facial expression (nasty mug) she was saying something about me or the situation. So I approached her again and said you are very unprofessional and I don’t appreciate you making comments behind my back! The manager finally came over after that and defended her and was completely unprofessional as well. He should have came over the first time when I inquired but it wasn’t until I said something to her that he came over. At least wait till the customer is gone. The manager came over and I showed him the same item online and the amount it would be and there was a at least a $50 difference in price. They both were standing there and I said guess what you just a lost a sale. I will never step foot in that place if business again. Not accommodating at all!! And completely unprofessional. Seems like they only care about the BIG sales! I’ll go elsewhere to buy quality jewelry....

My fiancée ordered an engagement ring from Kay and it was too big for my finger. We took it to this Kay location for resizing. The rep sized my finger at a 7, shipped the ring off with the promise it would be back in two weeks, and my fiancée paid the ring adjustment fee. It came back 4 weeks later and was still too big. We made another trip to the store where they measured my finger again and said I’m a 6.5 ring size not a 7 like they originally said. They said they have to charge $200 for resizing again. My fiancée explained this is unacceptable as the fault was on their employees failed initial measurement. They said we don’t have a warrantee so they have to charge and they can’t speak as to their employee who did the original resizing and they’re not liable for any errors. Once again my fiancée stated Kay needs to cover their own mistake. The manager, Marina, said “well I am not paying for this and neither will she haha” pointing at the other sales rep. We didn’t expect this level of unprofessionalism after a multi thousand dollar purchase, as we’ve had more professional hospitality and service at the value burger chain down the hall from Kay. The manager would not accept responsibility for their own employee and blamed us for not checking the size before leaving the store, as my fiancée was without me during pick up. My fiancee called customer service who checked with the store and the manager gave a different reason “I can’t speak as to my employee who sized the ring originally but we will not pay to correct”. My fiancée and I are both very busy and do not have time to keep going back and forth to this location multiple times. This is in NO WAY acceptable service or behavior from the store and we will definitely never make another purchase in the future from Kay or any other brands owned by parent company, Signet jewelers, after this experience. Signet needs better training and regional management to oversee its employees...

I have been engaged for a little over 6 weeks now and the ring that my fiance proposed to me with is absolutely beautiful, its everything I could have pictured it to be. Unfortunately, Kay Jewelers has turned what is supposed to be a happy time for the both of us into an absolute NIGHTMARE! Just a little over 1 week ago one of the baguette's fell out, I had only had the ring for 5 weeks and could not believe that a stone had already fallen out. My fiance went to the store and was told it would take at the least 10 days for them to get it back to us. We are in the middle of planning an engagement party and 10 days is just unacceptable. We received the ring back 3 days later and after wearing it for just 2 days the very same baguette fell out. We were absolutely disgusted by the lack of care they had taken with the ring and went back to the store. The store manager who we had not seen before expressed to us that they screwed up and my ring should not have been resized from a 6.5 to a 4.5 because it would damage the structure of the ring. Well, no one told my fiance that when he purchased the ring. He stressed to us that we would always have issues with that particular ring and suggested we take a custom sized ring to avoid further issues. He was apologetic over the fact that I have a sentimental attachment to the ring that my fiance got down on one knee and asked me to marry him with but apologies will not give me that emotional attachment back. I now have to give up my original ring and wait for a new one while wearing a ring with a missing baguette. I can not believe how this company treats their customers and with that being said we will not be returning to purchase our wedding bands. The sales team has absolutely no clue what they are doing!! I would like to personally thank Kay Jewelers for taking away the sentimental value of my...