KAY Jewelers — Local services in Short Pump

DO NOT BUY any jewelry from Kay.

My husband bought my ring here in 2009, for probably less than $1000. The top is a quad, so no large diamonds. It has had its issues, as all quad settings do, and Kay has had to cover them because I have been 100% faithful to my 6 month inspections…UNTIL last fall, I received my notice in the middle of a major life season in which we had a family reunion, a moldy house with no kitchen, and a baby due. For this reason, I did not have time to make special trips to the mall, and instead tried to go during an outing to my chiropractor, which is near the mall. They are closed until 11am, which I did not realize until I tried to go in for my inspection. This is a challenge, as I have several young children and mornings are when I can go anywhere. Since I could not wait an hour with all the kids in the car, I left. Sure enough, as soon as my warranty was lapsed, one of the quad diamonds came out! I took the ring in the next day, and they had no mercy. Mind you, I’m pregnant with number 6, and had 5 children with me. She informed me they would call with a quote. I was unable to fight these terms with my hormonal, overwhelmed situation at the time. I was disappointed enough that I would be having my baby, and no ring—the symbol of our covenant—on my hand. The promise date was 4 months out! My husband kindly bought me a ring to wear during the time I didn’t have mine. At Kay!! I genuinely wish we had taken the ring elsewhere to start with. I received a call, quoting $1090 for the repair. I couldn’t commit over the phone without talking with my husband, especially since that seemed exorbitant compared to what we originally paid for the whole ring! I finally went in to Kay, after messaging with customer “service” (who told me TWICE that Kay would be emailing me an update and resolution, they did NOT) and the lady seemed somewhat compassionate and yet merely recommended that I replace my quad with a single. She said they would forward my ring to the vendor to have an actual estimate (why then, did they already call me with one??!). Today, I was told that the cost of repair would be $2180.

Does this not seem like a scam? Sign up for a warranty, do your best to keep the terms, have THEIR ridiculous hours (for any mother!) prevent you from the inspection that would have allowed this to be under warranty, and then like a shark take you out? This is because THEY KNOW you don’t care nearly so much about their diamonds as you do a piece of meaningful jewelry significant of something so much better than metal and stone. This is why, if you question their integrity, the knife just goes deeper, more than DOUBLING the original outrageous quote.

Two tiny square diamonds. I could buy a set of itty bitty square diamond earrings for about $150, the size of these diamonds they are replacing. It’s not the diamonds, it’s their word. And my word says they’re...

This store provides the worst customer service ever! I’ve been attempting to purchase a chain and pendant for 6 months. The only reason I continued to deal with these people was that the pendant I was interested in purchasing, matched a pair of earrings I’ve had for about 20 years. From the beginning I stated that I wanted to make my purchase when on sale and use my military discount. Over this 6 month time frame I’ve checked with the store on numerous occasions to see if the merchandise was in the store and questioned about sales. Today I was so excited to finally get my necklace however, that fell through when I was not able to log in to Id.me because I forgot my password and wasn’t able to reset my password due to vision issues. Regardless of my drivers license specifically stating my veteran status. While it was only an additional 10% discount, it was Layla’s and the staff’s unprofessional mannerism that may be walk away. Over the 6 months waiting for my necklace I’ve experienced incompetence and rudeness at various unpleasant levels. The staff fails to acknowledge customers when they enter the store as a norm; even if they are with a customer it only takes a few seconds to politely address an incoming customer. At one time I sold jewelry part time for fun and I still enjoy visiting many jewelry stores to browse or purchase. I’ve never seen a more dysfunctional store than this one in my life and it is a direct reflection on Layla, her mannerisms and who she hires. They are just a strange bunch and I am sick and tired of dealing with establishments that don’t care about their customers, there are too many other competitors who know how to be kind and...

Terrible from the start. Only needed my ring sized and after thinking I could quickly drop it off while out running errands, that “quick drop off” turned into a 45 min wait for the employee to figure out how to use the Ipad because she stated she was from the colonial heights store and not used to the short pump location — my ring was sent off two weeks ago today. All in all they lost my engagement ring and when my husband and I went looking for it on the day we were supposed to pick it up, today, we called and were given the run around and when we each went to the store physically to try and get more information the employees in the store didn't apologize once nor did they have any info on where my ring is. They were rude and unprofessional and showed no remorse. The employees also didn't have a tracking number for my ring. My husband had an email from when the ring was sent to “be sized” but never received any other information and the employees kept asking him for the tracking number but they themselves stated they didn't have a tracking number. At one point the employee told us that another employee was in a car accident so they were short staffed and no manager would be in tomorrow because it's their birthday. So far no resolution other than I should hear from a manager in 3-5 business days. I would advise against this store/company.

Update: apparently Kay’s has been losing people’s rings for years when they come in...