KAY Jewelers — Local services in Richmond Heights

Good morning,

I wanted to reach out to you regarding my experience at the Kays in the St Louis Galleria on 4/6/2024. I am going to try to make this as short as possible if possible. I purchased a watch online and took it to get the watch band adjusted. The ladies in the store did not have a tool that was needed so she went to Kays and asked someone if she could borrow it. The lady returned to Zales and stated I would have to take the watch to the other store since they have the tool there and someone in the store would not let her borrow it. I told her that is fine I will go with you. Which would be convenient for me. Upon arrival at the store there were 3 employees. 2 females and a Male which I come to find out later his name is Darryl A.C. Hines. We approached the counter, and he did not greet so I stated hello how are you. Immediately he has a very rude demeanor. I advised I would want to get my watch adjusted he stated, we can adjust your watch but next time have her bring your watch and you don’t come with her, or I will have to charge you but Ill do it this time. I was very appalled by his response and interaction. I explained to him this is my watch and I have no problem with paying for it I don’t have to let her bring my watch to your store without me this a valuable of mine. I then explained to him I understood if I wasn’t going to get charged, but I don’t think it matters if I was with her to get it adjusted nor he couldn’t adjust it without my wrist anyway. He then stated I should trust her. I then stated I don’t know this young lady and I don’t have to allow anyone to do anything with my belongings. He then handed me the watch and stated you can leave. I then asked why do I need to leave because you are very rude and telling me I shouldn’t have came with her to get my watch adjusted? I’m not sure what his issue is or why he is very rude and unpleasant. His attitude is beyond disrespectful and very not tasteful at al. to be a Kays Manager. The other employees seem not even in shock because this seems to be his attitude and way with customers on a regular, they just stood off to the side looking very scared. I’m not sure what I need to do but he has lost my business and any family and friends of mine. He did not apologize or anything he just came up with the fact because I didn’t agree with what he said about my watch that he wasn’t going to adjust it. Turning down a customer because of your own ways is not the Kays way, I’m...

Absolutely the worst customer "service" my husband and I have ever encountered. DO NOT SHOP HERE if you want an enjoyable and stress-free experience. The employees will tell you one thing, the manager Darryl says another and contradicts his employees at every turn. I don't think one person there knows what they are doing and they definitely do not care about their customers. My wedding ring was soldered together several weeks before our destination wedding- it came back to me with a missing diamond. Clearly wasn't inspected at all before handing it back to me. Had them send it back for a replacement diamond and was assured that it would be back in time before we left for our wedding. It wasn't. It was LOST IN THE MAIL on its way to the repair shop. LOST. Was notified of this about 1 day before we were set to leave. It had been delivered to someone's HOUSE instead of the repair shop. We were on the phone for days leading up to this with no answer. We heard NOTHING and had to do all the calling and contacting ourselves. They offered for us to take a ring from them on loan but we refused- no random ring can replace the one my now husband designed for me. We used silicone rings from Walmart for our ceremony and when we got back into town after having to CONSTANTLY reach out to Kay's for information on it, was told that UPS or FedEx (whatever mail carrier they use) was at fault because they delivered it to the wrong address. We eventually got the ring back, they fixed the missing diamond but were basically offered nothing for our pain and suffering. WE DID NOT HAVE THE RING ON THE ONE DAY YOU SHOULD HAVE IT. OUR WEDDING DAY. If it was inspected properly after soldering- someone would have noticed a MISSING DIAMOND in the band! Instead it ended up lost and not even fixed until a week and a half AFTER our WEDDING. RUN don't walk, AWAY from this establishment and all other Kay's, Zales and...

Had a great time at this store picking out a ring for my birthday! Both Angela & Gina were knowledgeable and friendly, they made me & my S/O feel very welcome. He really like Kays! Angela was even able to access my information so that I could purchase the warranty on a ring I bought some time ago, Stanley was happy about that!! Thanks ladies for great customer service! You know Stanley & I will be back!!

Update!! 10/09/21 Lemme tell you about the amazing staff at this location! As mentioned above, I picked out a ring already, I was scrolling my email, the part where they show you other rings you might like, and I found a better deal, more diamonds, less money!! Who wouldn't go for that?? Problem is, it is on clearance and the don't have it! Gina, the manager said she would do her best to find it for me, wherever it may be! I am so pleased with this level of customer service! If I could give them ten stars, I would! She has Angela at the store looking for it also! Thank you @Kay Jewelers in the St. Louis Galleria! So next level!!⭐⭐⭐⭐ ⭐ ⭐ ⭐ ⭐ ⭐⭐Watch this space to see if they find it!! Picture below is the one they are trying to find.

Update:10/11/21 Guess what? THEY FOUND MY RING!!!! I am so incredibly happy! 😊 Angela did an amazing job of finding the ring and called me today to give me the good news! She even remembered to ask how Stanley was doing. Gina the manager is going to make sure I get it for the sale price listed and get it sized for me. Kay Jewelers has made one very happy loyal...