KAY Jewelers — Local services in Pine Castle

I was sold a custom engagement ring by Ryan and a custom wedding ring by Neil. Neil went through all the paperwork with me and explained to me that I should be able to pick up my ring in 8 weeks. He told me that a mock up/ design of my ring would be texted or emailed to me 1-2 weeks from the day I purchased it so that I could approve the design before they started making my rings. 2 weeks after purchasing the order I hadn’t yet received a text or email of the mock up so I stopped by to see if they had any updates. I spoke with Neil and he called out to the company and asked if they had any design yet. They sent the images of just my engagement ring to Neil’s cellphone and he sent the images to mine through text. Unfortunately this mock up was not accurate to what I asked for. They did not have any design yet for my wedding band. Neil took notes of the things that were wrong and needed to be changed. He asked them for my wedding band design and said he’d send it to me as soon as he got it, and to give him a week to have an updated design for my engagement ring. He also told me that the number he sent the images from is his personal number and I could text him if I had any questions. 2 weeks went by and I hadn’t heard from anyone about my engagement ring or wedding band. So I sent Neil a text asking if he had any update on my mock ups. He read the message and never responded. So the next day (more than 24 hours after texting Neil) I called Kay to find out more information. Ryan answered the phone, I asked him about an update for my rings and he told me that the company had since sent in 3 new mock up/ designs of my engagement ring (not including my wedding band) but they were all wrong so they had to continue to tell them to change stuff. He notified me that it’s possible these delays may push back the day my ring could be picked up. Ryan then told me he would text me the most recent mock up of my engagement ring so I could atleast see the progress that has been made since the initial mock up I saw. He verified my phone number and we ended the call. Needless to say Ryan never texted me the mock up of my ring design like he said he would. At this point I’m not confident that my ring will be on time or that the rings will be correct when I go to pick them up. After not hearing back from Ryan I called Kay the next morning and spoke with Troy, I told him that I wanted to cancel my custom order for my rings. He said “may I ask you why” and I explained my issues. He said “okay I can cancel it for you no problem, Neil is a manager and is very busy so that’s probably why he was unable to get back to you, but there is no excuse for Ryan not getting back to you.” I did find it weird how easy it was for me to cancel this order after telling him that I was not confident that it would be done on time and correct, he didn’t try to “save” my sale at all, or try to gain back any lost confidence. He actually didn’t even apologize for the inconvenience at all. It was alittle alarming that they didn’t seem to care about the loss of my sale. (They must be making a lot of money.) I also found it surprising that the Manager had less expected of him than the Sales Associate and they made an excuse of him “being very busy” You’d think he’d be held to a higher standard. But it’s not my business so I can’t really do anything about that. Anyways it ended with my order being cancelled and I went into Kay to get the money refunded to the credit card. When I went in there was no attempt at saving my sale whatsoever, Troy just refunded it. No apologies, no questions, nothing. Luckily I didn’t have to tell them over and over “No I’m sorry I’d just like to cancel it” but I felt alittle bad for whoever owns the Kay in the Florida Mall. I’m sure this happens daily in their business as they are not present to maintain...

I been shopping and going for service here for the pass 4 years, luckily I'm moving and won't have to deal with them anymore. Late November I went and the girl helping us was very nice and told us my Bulova watch had a guarantee that I didn't know about and told us once it expired at the beginning of this year we could renew it and that we could send it to get refurbished even though it was in pretty good condition but should wear it a bit more so some weeks after I went to send it out and first the lady helping us didn't look like wanted to send it cause looked like no work need to be done (like it's her money been spend) and we told her we were gonna buy the extension on the guarantee and her response was no, that's not possible and we explain what the other lady had told us and she keep saying no, no. But didn't explain why. We asked to talked to the manager and the lady came with a paper and show us it was not available that option. And we explain what the first lady told us and she said I don't know why someone would say that cause I trained all my people and the one that told you that is new. People can make mistakes and we told her the girl check with a couple worker and she also had said we could and the manager called both of them that just had arrived to the store and the girl remember us and she was nice as before but the second girl was laughing and saying she didn't remember. My husband was getting mad by the second just because the manager would keep telling the girl you didn't do anything wrong and I have your back and we felt like we were trying to get something for free. And then told us if you don't want to deal with me you can go somewhere else. I just send the watch out and now I'm about to move and the yellow paper they give you with the date it should be back should be in some of the many boxes so I decided to called to make sure it wasn't at the store since last time I send out something they never called me and it was sitting there for over a week. And I explain the lady I didn't had the paper and wanted to check if it was back. She asked me when I send it out and said December and her response was NO it take about two months to get back. So I asked her to check cause she didn't even asked my name or anything to know for sure if it was in the store and to give me at least a date when It would be back since again I'm about to move,. So she finally looked for my account and told me it wasn't at the store but should be in next week and if I don't get a call to call back. Very disappointed at the customer service here, I feel if you don't go dress to impress they don't treat you the same and take them a while to a...

Bad business and I feel like we were taken advantage of…I am so incredibly frustrated. My fiancé purchased my engagement ring from Kay so we decided to come back here to purchase the wedding band since we felt like Kay was a reputable company. Yesterday we purchased a wedding band during the President’s Day sale. The sales person, Tony, made it seem like he was getting us the best deal possible. When we checked out, I admit I didn’t do my due diligence in insuring that we were in fact getting the best price because we decided to trust Tony. This morning out of curiosity I decided to check the Kay website and I realized that we did not get a “the best deal”. The President’s Day sale was never applied, only our own Vault Reward code was applied. When we called the store, they told us to come in and they would help us fix the issue. We had to inconveniently go out in the rain to fix an issue that should have never happened. Upon our arrival, there were only two salespersons working…on a Sunday…at the busiest mall in Central Florida. After waiting, the assistant manager was finally able to help us out. She was very nice but the part that frustrates me is that because Tony applied our Vault Rewards code the day before, the only way to keep the code applied after it was refunded is if I made an account and put the wedding band on my account. This creates an inconvenience when taking the rings in for servicing as they are now under two separate accounts. It also means we weren’t able to receive the gems on his account to use for future purchases. We tried contacting customer support online but they were unable to help with the issue. I’m not sure that we’ll purchase from Kay again after this experience. It left a sour taste and again, we felt taken...