KAY Jewelers — Local services in Saugus

Kevin from the saugus Kay’s deserves the biggest raise that can be given. My fiancé and I came into the Kay jewelers at square one mall in Saugus about a month ago to purchase his wedding band for our upcoming wedding in December. At the time we told the person that we were working with that the only thing we request is that the ring be engraved on the inside and if it couldn’t be we wouldn’t buy the ring. The man told us “yeah that would be no problem, buy the ring first and then when it comes in we can send it out for engraving”. We purchased the ring and two weeks later, I received an email that our order was ready for pick up. Upon arriving to the store we were greeted by another associate named Kevin, who right away greeted us with a smile and welcomed us in. We told him that we were there to pick up a wedding band and that we would like to get it engraved. Upon reviewing the ring, Kevin informed us that he would have to reach out to the back office people that do engraving because the metal my fiancé ring is made out of is brand new and sometimes new metals can break the machines if they are engraved. Heart broken, and anxious I let Kevin know that we told the first associate two weeks ago that we would only buy the ring if we could get it engraved and he said it wouldn’t be a problem but we had to buy the ring first. Kevin apologized for the lack of information on the first associates part but assured us that he would do everything in his power to try and make things work. We agreed to send the ring off to try and be engraved and if it didn’t work we would cross that bridge when we got there. Well, less than two weeks later- I received a call from Kevin telling me that my fiancés ring was in and the engraving worked!! I am so grateful for Kevin. From putting up with an anxious bride to be- (seriously, he talked me off a ledge! haha) to following up with me when the ring came in, inspecting it himself and making sure everything came out perfect. I’ve had some of the worst experiences with Kay’s over the last 2 years; For example- over the holidays this year, I placed an order for a necklace for my mother in law and my order was canceled without any notification. After chatting with someone online they told me they ran out of stock and then to “have a great day”. The following day I had gotten an email about “an item I had my eye on was back in stock” and double the price! I had no intention of ever returning to Kay’s after the poor customer service I’ve received but then my fiancé found his ring there and nothing else ever compared so we were stuck. I will now return again as a Kay’s customer going forward all thanks to Kevin. He made all the bad experiences feel like dust in the wind. He was kind, patient, very funny and could hold a great conversation! Thank you for everything Kevin!! We’ll be back to...

I am so happy to hear that Kays decided to change the management at this location. My now fiancee bought my ring for me in April and in May I went to get it resized. They sized me incorrectly so I had to immediately give it back to them to have them send it out AGAIN to be resized. It has been 6 months and a diamond on the band fell out. The diamond that was purchased was a Leo which are expensive and great quality. I went to a different location and they told me I need to go back to Saugus to show them what happened. When I went to Saugus they told me to just talk to the "new store manager." I called the next day and spoke to Stefanie the new store manager. Stefanie was unbelievable, she was the most helpful and caring associate I have worked with when it came to customer service. She explained to what they SHOULD HAVE done in May when I brought it in. She told me that she called the corporate offices to inform them what happened. Stefanie was a life saver and if it wasn't for her I would not do business with them again. Thank you Stefanie and to Kays for realizing that the store...

I went in to have an inspection done on my diamond wedding ring that my husband bought me years ago from Kay’s. Kevin the Salesperson was incredible! I just wanted to try on different pieces of jewelry. Kevin was absolutely wonderful about it. He gave me information on different things, like Lab Created diamonds. Never did he rush me or was he pushy. He has an an outstanding personality! Takes his time with the Customer. We felt like we made a friend. I wasn’t planning on purchasing anything, however my husband bought me a $900 pendant. Kay’s is very fortunate to have Kevin! We spoke with the Manager Jodi to tell her about our experience. She was also just as personable. Kevin also sold us the protection plan, and asked if we would like to donate to St Jude. Which we donated $50. You don’t get good Customer service now a days . It’s Sad but true, It was such a pleasure to go into Kay’s and have such an amazing experience! We will be back! and highly recommend your company! Definitely call ahead and see if Kevin is working! Thank you Rocco &...