KAY Jewelers — Local services in Pensacola

My husband bought a BOLO bracelet for our 14th anniversary. It was beautiful and truly something I loved. However, in May, it broke right in the center. No big deal, we had a warranty. Well mid July, it broke again and of course, I got it repaired. Not even a week or two later, it was broke for a 3rd time in the same spot!!! We were over it! We went in wanting either an exchange or refund. We weren’t even told at that time we couldn’t get a refund, but directed to other bracelets to look at. Now with the sentimental value absolutely washed away, we reluctantly chose another bracelet, spent 260+ more for the difference and warranty. Mind you, the retailer handled the bracelet before I left the store with it on my wrist. Within 3-4 mins of walking with it, it was evident something was wrong with it. We didn’t want any more jewelry from Kay’s. We are fed up. So we went back, told the stand in manager what was happening and she confirmed the rubber in the stopper was broke. Then we were told we couldn’t get a refund because they go based off the original purchase. So not only do I no longer have the beautiful bracelet my husband picked for me, but I now have a broken bracelet, a hatred for Kay’s, and utter disappointment. I decided to push this to corporate. In the mean time, they sent off my broken new bracelet to be replaced. Well, today I got the new bracelet and I still don’t have it with me. A design change is now being done to reduce the risk of the balls and rubber from being broken. While I agreed to this. I also stated I’m still pushing for a refund so I don’t even know if the redesign is even worth it. I finally got a call from corporate and spoke to an “escalation specialist “ and she said unfortunately it’s in their written policy that there’s to be no returns after 60 days. So you’re telling me that I’m now stuck with poorly crafted jewelry, that has absolutely no sentimental value to me, and it now harbors hatred. No, I refuse to accept this. The breaking is all due to poor craftsmanship and we as the consumers are the ones suffering. The agent then said “oh well I can send this for review, but it’s probably going to be me calling you back with the same answer”. Which is unacceptable!!! There was no chance for her to let me speak to a manager and she was basically telling me there’s nothing I can do....

I wish that I could’ve given this place a five star review- sadly, I’ve had nothing but issues and grief with my process regarding both Kay jewelers and Le vian. So we started a custom order back in November with them. Edna had reached out to me to come to a Le vian show to check out the band to match my engagement ring. Unfortunately due to work, I was unable to make it. My fault, will make the next one that fits my schedule. We finally work out a show (4 times a year they hold them) that I can go to and actually see the band, as there were no pictures or anything. I verify that they would indeed bring the ring to the show and told yes. I take Off work, my husband tags along and…. No ring was brought. I’m frustrated- the whole point of coming to the show was to see the ring BEFORE I ordered it. The salesman says he’s going to email me the options, sales price of each band etc… three MONTHS pass, nothing. Mind you, I reached out to Le vian about this. I go back into the store, ask what was happening and finally get an answer back. I’m sized in store. My husband goes another day, VERIFIES my ring size and places the order. We are told that it will take 6-10 weeks. Long story short- someone forgot to place the order for three weeks after purchase and we don’t receive it for 15 weeks. Ordered may 3rd, received August 15th. Laci, the store “manager” apparently requested a STOCK size seven ring, without telling us so it would “get here faster and they would size it”, also neglected to tell my husband when she called him to come pick it up to “surprise me”. SUPRISE MY RING DOESNT FIT. I go back up there very upset at this point- and the resolution I’m offered is oh we can refund this, send it off to resize with us and because I wanted to order another band, they would “make sure the shipping delays didn’t happen again”, would give me a small discount again for the issue. I had a custom Le vian band made years ago with them and had a fantastic experience- everyone at this store needs training, which they know based on the many comments made about them not being familiar with Le vian. MAYBE DONT SELL IT IF YOU DONT KNOW. Honestly, got to Belk, I had a wonderful experience with them. Please just...

Normally, I would give five stars to Kay jewelers, but not on this cleaning visit. I have many pieces of jewelry that have to be cleaned and inspected that I don’t wear daily. Most have sat in the bags from the last cleaning and inspection not worn at all. As always, I brought my jewelry in to be inspected and upon arrival an hour and a half before the store was closing, I was told by an employee (Prerna) that in the future we close at such and such time and to probably bring my stuff in earlier since I have so many pieces. I have been using Kay’s and buying from Kay’s for years. I have never been treated so poorly by an employee as I did that evening. She looked like she was ready to leave and another young lady was sent to help me, but I was still upset over what she said to me and the fact that she didn’t even let me tell her that I only wanted two pieces cleaned, and to only inspect my stuff which only takes a few minutes. I had every intention of purchasing something that evening as well, but she made me want to leave without making any purchases. The young lady that ended up helping me was apologetic and understood that her behavior was not acceptable. I did end up staying and purchasing some thing with the sales lady who actually helped me. I feel it’s necessary to remind anyone who works in retail that the customer coming in and making purchases are the reason you have a job. I have worked in retail for many years and this is common sense. I should not have to say this, but apparently she was more concerned with leaving work on time then assisting me. I managed to get all of my jewelry inspected and my two pieces cleaned, and even purchase a new bracelet all before they were closing. If she works on commission, she missed out on a sale all because of her attitude and how she approached a very loyal customer. Beware of that particular employee Prerna was her name and this was at Cordova Mall in...