KAY Jewelers — Local services in Port Saint Lucie

Absolutely the WORST experience of my life. If I could give you negative stars I would. Went in and ordered a 20" Gold Box Chain, then had a custom ordered plain cross pendant. The book showed the pendant was $87 dollars, it was not. It came out to almost $400.00. When i got the call that it was ready for pick up, I told the manager there (Linda) that I possibly wanted to exchange the necklace for a 22" Gold Box Chain. She was extremely rushed, rude, dismissive, and just wasn't listening to what I was saying. She showed me the pendant, and it was the wrong pendant. I ordered a simple plain cross pendant, this was an anchor pendant.. I told her this was not what I ordered, and she proceeded to try and gaslight me that this was the piece I ordered. Finally she admits that someone must have made a mistake, (forgetting the fact that she was the one who originally helped me). I couldn't get my money back on the pendant because I paid cash and she told me she had no cash in her till and she would be able to give me a check. I reordered the pendant after confirming with two different associates that they ordered the right one, and again had to pay almost $400 for the pendant even though I was sure it was a mistake as the book stated it was $87 dollars. Linda then orders the new pendant then just disappears and a new associate helps me. Jade. She was great. I'm assuming they work off commission as she sold me the piece then just disappeared. Jade then told me they did not have the 22" Box chain in the store and that we could order it online. I'm frustrated at this point, I say "I'm just going to stay with the original chain" Jade proceeds to look for it, cant find it and asks Linda where the chain is at.. Linda returned the chain. I never said I wanted to return it, and was then informed I have to pay an ADDITIONAL $300 dollars because that's how much the chain is now. ALSO - I was never informed I would have to wait for the check in the mail for the pendant that was incorrect. Its been almost three weeks now, I have no check, no chain, no pendant. I JUST got a call from Kay Jewelers informing me the pendant was ready for pick up, I asked the girl to confirm it was the correct one, you know, a SIMPLE, PLAIN, GOLD CROSS. Guess what?? ITS NOT. ITS THE SAME ANCHOR PENDANT. Absolutely the WORST experience dealing witch what I thought was a professional establishment. A gift that was ordered BEFORE Christmas, and i still don't have it. Over a thousand dollars later, and I am still empty handed. This is absolutely so unprofessional...

Update 2. After waiting several days for someone to call me back to discuss this debacle, and not receiving a call, I called their corporate customer service. It wasn't any better (they called the repair facility but got put on hold 3 times and hung up on).

I did a BBB complaint. They reached out, but still no explanation of what happened. They kindly offered me a $30 gift card or 10% off on my next purchase. While I appreciate this most generous offer, I can safely say I won't use it.

I did get a call that the ring magically appeared the day after the promised date (even though the store or corporate couldn't tell me where it was or when it would arrive on the promise date). I picked it up on Sunday.

Epilogue. We'll shop around on our next purchase to find a jewelry store that values our business and offers as much service after the sale as they do when you're considering your purchase. The lemonade of this situation, I checked their corporate stock price and saw that it's at an all time low... I contacted my broker to put a watch on it to buy if it falls further. Who knows, maybe they'll get better and their stock price will go back up! Update 1. They did not get it to us by the original promise date and have no explanation of what happened. The crazy thing is, you only have 30 days to get your money back, with no exception if they fail to get your item to you within the 30 days! Their corporate customer service said they'd ask a district manager to contact me. Not fantastic service after the sale. After spending quite a bit of money for a Christmas present I found out that it would be weeks to get the rings sized. Having already made the purchases, I agreed, only to find out later that the expected date for the return was only and "estimated" date. After calling and speaking to a store manager, they're going to try to get it to us by the originally promised date but... should I need to call to raise a fuss? I...

Awful experience. I had been gifted a pair of earrings but the back kept slipping and would not hold the earrings at all. Each side fell off TWICE. I thought it was because they were slightly big and heavy so I exchanged them for a smaller pair. Within 20 HOURS one of the earrings got lost because of the usless cheap backing they use. I went to claim and explain this to them because it is not my fault that their earrings (OF almost $300; originally ALMOST $500 but were on sale) were faulty. They did not do anything about it except tell me I had to wait 3 months to trade the one earring that was left for half the amount I paid for something that was not even my fault. It is sad and outrageous how such a known and expensive company can sell faulty jewelry and bad customer service when one expects it to be a lovely experience. 100% do not recommend.

Reply. I called customer service line before leaving this review (right after leaving the store). They said "We are so Sorry, but we can't give you the earring you lost" (even though, the rep saw the one left was defective, and assuming the other one was too, it was understandable, why it fell and got lost). I told the customer service person, that in store, they offer me a trade in for half of what paid, and when I had no other choice and because I didn't trust any earring, I decide to accept and pay a difference to get a bracelet or necklace, it was then when I was told that I have to wait 90 days to trade it in. I felt so upset. Honestly, $450 regular price, diamond earing shouldn't have a problem like that. (Or maybe that's why they had a special promo?) And the extra $80 for the warranty we added to the price, does not cover this either. Please look at contract #FFWAD3QTNRUP Here the world will witness whether I will be provided "High level of customer service" or not, and in which case, if I do get it, I will recognize it, and change the review accordingly. Have a great day. Looking forward for a prompt...