KAY Jewelers — Local services in Portage

On July 3, I went in and ordered a ring that I had found online. I was hoping the ring would’ve been in the store, but it wasn’t. I did not get the associates name that ended up helping me. When I walked into the store two ladies were sitting behind the counter. Neither one of them got up to help us, but shouted across the store, “Do you need help?” I said yes, but still neither one got up. So I said a little louder, “Yes, I do need help.” When the girl came over, she showed me what they had similar to what I was looking for. But then told me she could order the ring that I actually wanted. She rang the order up and threw on the warranty without asking me if I wanted it, which is $150. I had to ask her what does the warranty even entail. I agreed to go ahead with the warranty since it included ring sizing, and I knew I needed to have the ring sized. She told me that they would order the ring and to ignore the messages I received that it was in because they would immediately send it out to have it sized. She had sized my finger. So when I did get the message last Friday, July 17, I called the store to confirm that it was being sent out for sizing. Summer was rather rude on the phone and said the shipment had just come in. They haven’t even unpacked it yet. I then told her that I was told that the ring would be sent out for sizing and she said well that isn’t how we normally do it how would we even know what size to send it for. I told her the girl had taken all my information down. Summer never confirmed whether she would send it out or not. So I called today, Tuesday, July 21, to confirm if the ring was sent out for sizing. I let the phone ring for quite some time and there was no answer. So I was able to text to contact Customer Service. That lady was wonderful and ended up calling the store and getting someone. They said they would send the ring right out for sizing. I said with all this runaround, I don’t even want the ring anymore. I immediately called the store and was told that it had already been boxed up and ready for shipment so they could not cancel the sizing of the ring. I I told him it hadn’t even been one minute since they knew that the ring needed to be sent out for sizing. I talked with Cole and he did have good customer service. I wanted a confirmation that with the cancellation I would get a full refund. He confirmed with the manager that yes I would. We then hung up. I immediately called back and said that I would like to speak to the manager and let her know why I was canceling my order. She said she didn’t have time to talk to me and just let Cole take a message as to what the issue was. Cole did listen, but I’m sure it’s not going to be passed along. i’ve dealt with Kay for nearly 40 years, but this will be my last...

Whatever you do, try your very best to stay away from the worker Jen. Or Jennifer(whatever she goes by.) At the crossroads location. She is one of the most snarkiest, rudest, sarcastic workers I’ve ever met in a workplace like that. She goes out of her way to make sure everyone is uncomfortable and you know she talks about you behind your back after you leave if your visit wasn’t absolutely perfect. We went there to upgrade my engagement ring a few months ago but had a lot of problems with ordering a ring that I picked out. We ended up wanting to cancel due to the fact we didn’t want to wait 3+ months for my ring to come in. She of course gave us a super hard time, so we had to call corporate, the higher ups to complain. Magically her answer changed after talking with them- go figure. After we exchanged that order for another ring, I found a very large inclusion in the corner of my new ring, I found it without even having my glasses on. So we exchanged the ring AGAIN since they seem to love ripping people off. Not to mention my very first engagement ring, they sold us it with CRACKED diamonds on the band. I recommend people just not waste their time there. What I gathered is they think they can put bad rings out on display thinking nobody will notice them. And JEN thinks she can be as passive aggressive and rude as she wants because she thinks she’ll get away with it. I’ve inserted pictures of the noticeable inclusion just in case anyone was curious. You’re not supposed to be visually see inclusions with your naked eye ESPECIALLY WITH LAB CREATED and this is what my ring was. Just FYI I know they will probably end up putting that ring back out on display for the next gullible...

I purchased my wife a "Miracle Links" necklace last Christmas which she liked very much. I came back this summer to add another link using the promotion I received. Unfortunately, the link was broken. We returned to Pam at the store who indicated that it was discontinued, but she would get a new one in. This process took about 45 minutes, because my warranty was in another customer's name. Pam indicated that we would get a call when the replacement came which should be about a week. Months went by and my wife returned to the store today. The link was there. No call to us....

So the lady helping her can't get the links together. Another associate try to help. No luck. Meanwhile, the manager is around, but not taking much notice. The associate helping my wife is singing the music in the background, commenting that she could really go for some cheese fries, and repeatedly dropping the new link on the floor. Finally, twenty minutes later, the manager comes to help. She struggles with it, and says something to the effect that the links were the worst design they've offered at the store. Nice to hear $600 or so total later. Bottom line: go to a professional local jeweler like Morrison's. The people at Kay's are poorly trained in both jewelry and...