KAY Jewelers — Local services in Sanford

I have been a Kay's customer for 13yrs. I recently up-graded a necklace to a much nicer one. I liked my experience with the sales man. he helped me design a nice setting for my diamond.

I wait two weeks and its ready to pick up. the new stone looks nice in the new setting. the chain however was to be made shorter and re-rhodium platted. that was not done. have to turn it in to have them re-due what they forgot to do the first time. which leaves me worried and with a lack of trust for the people that work at the Sanford Kay's. another week goes by and it's time to go see my necklace. I notice that the chain doesn't look clean. cleaning and re rhodium platting it did not make it look shinny and new again. I try it on to make sure I am happy with how it hangs. I am aware that it is going to take a few tries to get the right length. it wasn't quite at the right spot yet so I happily hand it over to the man and he makes a suggestion of clasping it in a certain spot to make the chain shorter. I like the length it sits at after his suggestion. I take it back off. give it to him. he says he can shorten it now. he comes back out , attempts to clean it some more with some jewelry brightener. I thanked him for trying. he shows me that he has tied a knot in the chain to get it to sit where I want it. I try it on and at that point I am not happy. I have a ugly knot in my still dirty chain with my new stone set in its new setting. the man that is helping me stares at me . not wanting to make a big scene and on the verge of a nervous breakdown I tell him as nice as I can that I am not happy. he then tells me I can always up grade my chain.

when I came into the store 3 weeks ago and spent $x,xxx.xx i thought that I was upgrading my whole necklace. I told the sales man that I was ready to upgrade my necklace. I let him know that I need a bigger diamond, a smaller hardware/setting around the diamond and a shinny chain. new everything. He deals with jewelry more than I do. I trusted that when he suggested to just have my chain cut and cleaned that it would look as good as new. I think he should of told me then while I was spending money that my chain was not going to look good with the new stone and setting . again he is suppose to be the professional.

I ended up leaving the store with the necklace in my pocket when I picked it up from service after i told the man i can not ware it in the condition it was in. I feel like dump fool for leaving the store not happy and spending...

My Star Wars necklace was brought in for a cleaning and repair. Sterling silver chain, 3 pendants, one with a small diamond setting. This was brought to this Kay jewelers location on 02/15/2020, two days prior to my birthday so I could have it fixed. The cleaning and soldering was paid for as the chain of the necklace was broken. The receipt provided a “promise date” of 03/04/2020. That, I suppose, is a reasonable length of time to send my property off to be repaired. They stated they would call when the necklace was done and ready to be picked up. I never got that call. Not only did I not get that call on the 4th when supposedly the necklace was due, but I didn’t get a call period for another week. I finally reached out to their location on 03/13/2020. The gentleman I spoke with put me on hold and explained that the guy that originally helped was not there and he would have to call me back. Never received that call either. I called a few hours later, asking where the necklace was and why it had been so long? The gentleman explained the necklace would be ready on 03/15/2020 and would again CALL to let him know when to pick it up. Again never received this call. I called THEM on 03/16/2020. The necklace was finally ready, and ready to be picked up. I picked up the necklace, which on surface value looked clean, repaired to satisfaction, and perfect. I went home with it, perfectly content, if a little annoyed by their inability to make a phone call. When arriving home the necklace was taken out of the box it was placed in. The chain immediately snapped in half, broken. I paid 100 dollars to have this repaired and cleaned, only for it to snap again in my hands? Absolutely outrageous! Not only was their service lacking, but their repair work was sub par as well. This will be brought back into their location and I want an explanation...why did it take so long, when there was obviously no regard to quality or satisfaction?...

The ONLY reason I shop at Kays is Carlos Smith! He is the most professional and caring person. My wife adores him. We are always greeted with a big smile. I will not shop anywhere else as long as Carlos is there! Thanks Carlos!

I am changing this to one star. I went to the Sanford store and asked if he was working today. They said no, is there something I can help you with? I said No thanks, I deal with Carlos. They said he is on Furlough. I asked do you know when he is coming back? They said they didn’t know. As we left my wife was so upset they were lying to us that she yelled that Carlos was at the FL Mall store and they should tell his customers the truth. The manager has complete knowledge of Carlos’s situation and chooses to lie to the customer instead of telling us where he was working. The fact of the matter is that everyone in that store was jealous of Carlos and how customer after customer would come in asking for him. He was a great asset to Kay and now I found out he has left the company. Kay has done Carlos an injustice. Everyone should...