KAY Jewelers — Local services in Rochester

I visited Kay Jewelers in Apache Mall to have a few links removed from my Gucci watch. The young associate informed me that the service would cost $14.99 plus tax. She began working on my watch, and after about 6-7 minutes, an older Caucasian woman, who seemed to be the manager or ‘boss of the day,’ approached the counter. She greeted another customer, asking if she had been there before. After the customer replied affirmatively, the manager promptly redirected the young associate who was working on my watch to attend to this new customer instead—who had come in for the exact same service.

At first, I didn’t realize what had happened because the manager stood close, effectively blocking my view of the exchange. Another 15 minutes passed, during which I noticed the manager hand the completed watch to the other customer, who then left without being charged a cent. Meanwhile, I was still waiting, and had to pay nearly $17 for the same service.

I confronted the manager, asking, ‘Did you have the associate work on that customer’s watch even though I came in first and she was already working on mine?’ She looked at me directly and said, ‘Yes. I wanted to serve her first.’ I asked, ‘Why? I was here first, and my watch was already being serviced. Why would you interrupt that?’ Her response was simply, ‘Because I wanted to serve her.’

I pointed out that this is not how a business should operate, but sadly, this kind of behavior seems all too common in good old Minnesota. We both know why the manager felt it was acceptable to prioritize the other customer while keeping me waiting. Kay Jewelers, you need to train your staff to treat all customers equally, regardless of race or personal bias. I won’t be returning, and thankfully, there are plenty of other places to purchase and/or...

Just had the most unprofessional experience and will never go back or buy another thing from them. I took a broken necklace in for repair as my husband had purchased the service plan on it when he purchased it. We were told that there would be no charge BECAUSE OF OUR SERVICE PLAN. Went to pick it up today and they tried to charge us $87 for the repair telling us we had no protection plan on it. (This necklace has been replaced once before with the service plan).. They tried telling me it must have been replaced the first time “out of the goodness of their hearts” because there is no plan on it.. I disagreed with the $87 they were trying to charge us and the salesperson offered to “split the charge with us”.. nope.. I’m not paying that either because we have the plan and were told there would be no charge.. then the manager literally YELLED AT ME ACROSS THE STORE “JUST TAKE IT! BUT IF YOU BREAK IT AGAIN WE WILL NOT HELP YOU!!” in front of other customers. We also purchased 2 other items the day we dropped off the broken necklace and they threw their protection plan on them without bothering to ask us if we wanted it. We went back to have them removed and they were OBVIOUSLY annoyed and upset that we wanted our refund on the unauthorized charges on our purchase. I refuse to ever...

A place for all of us—Kay was “really” good for me, but don’t be afraid to shop around and compare with others, as this will allow you to gain more knowledge on what you may truly want, as Jewelry is indeed expensive, and should always provide substantial meaning to the holder. Lastly and also most length-fully, Kay does engraving (on inside of rings!) so that is really cool if anyone has a special word/name for themselves or others they hold close to their heart, which is nice cause when you engrave it into an accessory like a ring, it is scientifically proven to free up space out of your brain, and we only have so much room up there in that mush of water/milky goop and simple but also complex electricity. Sorry this review got long, but if you did get through it, thanks...