KAY Jewelers — Local services in Queen Creek

I’ve been a customer of Kay’s for a little over a decade now. My husband and I went in for the inspection on my wedding ring and other jewelry I’d purchased and to take in an opal ring that had become chipped (for like the third time, mind you). I’ve worked in customer service so I understand the pressures and expectations that come with the job (on top of having to meet commissions). I don’t expect to be given special treatment, however, I do expect to be spoken to with kindness and without judgement. Several things happened during our visit that brought me and my husband to decide we would be taking our business elsewhere.

I. The greeting - We walked in while Karla (I think that was her name?) was by the jewelry cleaning station. She greeted us but didn’t follow up with a “How can we help you today?” or a “We’ll be with you shortly.” We stood there awkwardly, looking for someone to help us and my husband had to say “She’s here for an inspection. Before we were actually acknowledged and told there would be a short wait.

II. Inconsistent policies and customer education to safeguard their investment - Once we were called over, I handed my jewelry over to her. I also explained to her that my opal ring (which I purchased through Kay’s as well, it’s a Le Vian ring) keeps breaking, so I asked why. She said Opals weren’t meant to be worn all the time and explained the stone’s natural structure and vulnerabilities. After that, I was told the Opal wouldn’t be covered and to expect a charge when they send it to Le Vian for repair. This is all fine, it was good to know. My problems with this were: (1). We purchased that ring many years ago and had brought it into Kay’s for cleaning, inspections, and repairs multiple times and not once were we given details about the kind of care this type of jewelry required to ensure its durability. (2). As mentioned, we’d brought the same ring into the San Tan Mall location multiple times and they’d sent it to Le Vian and returned it to us repaired without charge. Suddenly, I’m treated like I’m an idiot who doesn’t know what she’s talking about when I explained to her that this is the first time we’d been told Opals weren’t covered.

My suggestion is to introduce a care pamphlet or booklet with every purchase, that explains the brand and store warranties and how to care for precious stones. This will cover Kay’s and also give the customers the info they need to make sure their expensive jewelry is cared for.

III. The service - Aside from my ignorance in the above, I was also treated with condescension (whether intentional or not, I don’t know) while she was cleaning and inspecting my jewelry. She asked when was the last time we brought it for inspection, I said I didn’t remember exactly. She pulled up her pad and said we hadn’t been to inspect my stuff since 2018. I told her that wasn’t possible because we’d been to Kay’s after the pandemic to get our stuff inspected (my new ring was purchased in 2022 after an inspection). Then, because I wanted to give them the benefit of the doubt, I asked “Is there a reminder system you have in place?”. She told me “We can add you to the email alert through an appointment but it’s still technically your responsibility to bring the jewelry by yourself.”

Just rude and condescending. I would have simply said “We do have one, let me sign you up for it. I also suggest maybe adding a reminder to your phone, just in case. I personally would forget without an alert and we definitely want you to stay covered.”

I hope this is helpful for...

I typically do not like chain jewellers and I stand by that statement. However, this particular Kay Jeweller surprised me!

I came in for a repair enquiry and found myself surrounded by most friendly and knowledgeable store team members who, not only did not try to persuade, harass or force me into a purchase, but in fact provided me with the space that I usually appreciate when perusing through collections and / or shopping.

I deeply appreciate the ladies, all of whom were very professional, personable and extremely attentive.

This particular location of Kay’s is blessed to have a team who represents the very balance between being attentive, but not imposing, knowledgeable and informative, but not arrogant or distant — the very epitome of professionalism and kindness.

A relationship with one’s jeweller is much comparable to one’s relationship with his or her hair stylist or physician - it is based upon TRUST, a component that is sadly and unfortunately often missing with large franchise or chain stores.

And, while that is true and applicable to most stores, this particular Kay Jeweller location is the very opposite of any and all chain stores. The Queen Creek location, much to my pleasant surprise, provides an atmosphere of a small town, private jeweller, one in which you feel warmly welcome, valued, appreciated and, above all, remembered!

I have been contemplating, weighing and measuring for two full years to potentially obtain a second hole ear piercing, but just could not find a jeweller I could trust or feel comfortable with.

Needless to say that after one visit, my trust was instantly established towards the store Manager Jennifer and her team, Raeanna and Shirley, all of whom are very sweet, kind and extremely professional.

I returned to the store for a second visit and received my second hole ear piercing at Kay’s jeweller in Queen Creek. I am, have been, thrilled since last week, when I finally proceeded with the piercing.

Upon my return to the store for a second visit, the team instantly remembered and accordingly welcomed me by my first name, a gesture that is rarely seen in today’s age.

Aside from the team’s etiquette and pleasant demeanour, the prices, particularly during the holidays, are unbeatable!

If you’re looking for a reliable, affordable jeweller with quality jewelry, knowledgeable jewellers and impeccable service, without feeling pressured or judged - Kay’s Jeweller in Queen Creek is the place to be!

A jeweller that is so much more than “just” a jeweller.

Expect a warm, authentic and genuine welcome, paired with stellar customer service, and gazing at timeless pieces —from classic, elegant and unique jewellery that most certainly will pass the test of time, to contemporary to modern and edgy pieces that will make heads turn, gifts for any occasion or, to revive and clean your vintage jewelry, this store offers and has it all.

I particularly fell in love with their diamond and wedding collection.

Exquisite.

Thank you for having me, Jennifer, Raeanna & Shirley!

I shall and will never forget.

You now have a customer for life.

Queen Creek is lucky to have this store and such a refined team of jewellers in their...

Called this location yesterday because I was positive my husband and I were due for our 6 month cleaning/inspection on our rings but we hadn't received any e-mails. A woman answered and I explained what I needed, she advised that she didn't think e-mails were even being sent. When I asked her to check if we are indeed due for our 6 month cleaning/inspection she then tells me "Well technically we aren't even open." So why is she answering the phone? With an attitude she looks and tells me we were due in April, (ok so we are 17 days late, I think it could be worse) at this point she becomes very condescending and tells me this is why I/my husband should put a reminder in our cell phone. I manage to hold my temper and tell her we will get in ASAP. She then tries to tell me I need to come in the same day since they are having a sale. Yeah, even if I was in the market there's no way after that "customer service".

My husband and I went in today, as soon as we say we are there for our 6 month cleaning/inspection there's a noticeable change in attitude. Kelly, finally comes over to help us and then spends more time arguing about my ring. It's a set, soldered together; however, she was insistent there was nothing in the system about it or something. My set and my husband's were purchased the same day and we've never had issues til now. Finally she "cleans" them if you can call it that because mine was in not properly cleaned. Every other time they've been cleaned my ring is so shiny it looks brand new. The inspection was just as bad, she just looked at both and said they were fine. Any other time they've been inspected a microscope or at least jewelers loop has been used to look at both rings but especially mine because it has numerous small diamonds and then pictures are taken which she didn't. This is definitely our last trip to this Kay location. I'll be taking it to a different location tomorrow for an ACTUAL...