KAY Outlet — Local services in Paramus

Incompetent Staff Damaged My Credit

I will never shop at this Kay Jewelers location again after an infuriating experience that not only wasted my time but also damaged my credit.

In January 2019, I tried to renew my recently expired Kay Jewelers credit card in order to make a new purchase. As a loyal customer of 10 years, I expected a smooth process. Instead, I encountered a saleswoman who repeatedly entered my information incorrectly, asked me to repeat it multiple times, and ultimately said the renewal was denied and with a smug attitude that made the experience even more uncomfortable. I demanded to speak to a manager but there was no store manager available, so she called customer service. The customer care representative after reviewing my account immediately approved my renewal, but said the saleswoman still needed to manually complete the application on her end. She struggled again, claimed the system was down, and told me she would try later and to call back in two days.

So in order to hold the item I wanted, I paid $100 to place it on hold.

Two weeks later, I received a denial letter stating I was “underage.” I’m 51 years old. This was clearly due to the saleswoman’s input errors.

When I returned a few weeks later to make another $200 payment in anticipation as I waited for my account approval , a different associate helped me. I explained my previous experience there as she was polite, professional, and immediately made an attempt where she opened a new account for me with a $7,000 credit limit—no hassle. She suggested I pay off the payment balance with the card, which I agreed to do on my next visit.

In March, I used the new card to pay off the balance and confirmed with staff that I would make future payments in-store. So I made my second payment the following month—but then I received a call from the credit card company claiming I missed it. I explained I had paid in-store, and though the representative noted it, the late fee remained on my account.

The next month, when I tried paying directly to the card company, they said no payments were ever recorded, and added more late fees. This store’s staff not only mishandled my initial application, but also failed to process my in-store payments correctly, resulting in a late payment mark—the first and only blemish on my credit history, which lowered my credit score.

This location’s gross incompetence has caused me stress, financial harm, and permanent damage to my credit record. Avoid this store...

If I could give it a zero stars I would. Purchased a ring at this location with agreement for financing. The employee stated that the value of merchandise is over $3000, which qualifies for 36 months financing with zero down payment (had the money to pay in full, should have done so). After all was done, the employee did not promote me to financing agreement but rather placed me on regular revolving plan. I was naïve to trust the Kay Jewelers employee because I have done business with them before, and did not check the account but enrolled in autopay, my fault as well. However 9 payments later I decide to pay off what is left, thinking it can't be more than half of starting price. Learned I was paying interest and lost $700. When spoken to store manager who admitted it was employee's fault since this is not the first time it happens, stated that it is past 60 days and there is nothing to be done. Typical "Sorry". Fun fact, I spoke with him on two occasions. First, he recommended speaking with customer service which I did and they ensured me manager is capable of fixing this and right after that manager called me to come in next day he will solve the issue. When I came next time, he stated nothing can be done since it's past 60 days. I guess he changed his mind. Company's employee made the mistake, sure I should have seen it earlier, but company is responsible for it's employees. Will definitely NOT shop with Kay again and will discourage all relatives...

The employees at this Kay Store were outstanding. We had a unique situation trying to get our rings serviced under the lifetime warranty that we had purchased in Canada 15 years ago. We were told it was possible but the first Kay store we went to in New York basically dismissed us, didn’t try to find a solution and wanted us to pay for a service that was under warranty. That all changed when I spoke to Angela the assistant manager at the Bergen town center Kay Outlet on the phone. She did not quit until she found a solution, talking with her district manager and customer service. She explained that it was a unique situation but she knew how to help and since we would only be able to come after her shift she left detailed notes and instructions for the store manager Liz. Liz knew who we were when we entered the store and was so efficient, kind and understanding. She and Angela did what the other Kay store said was impossible. They were a team that put the customer first. Our rings were serviced on time and made us loyal...