KAY Jewelers — Local services in Sierra Vista

Rant for Sean, the "manager" at Kay Jewelers. Went there June 11th, 2021. I made an order for a custom ring. Had a great impression of Sean. Excited to do business and future business with him. Put 25% down. We were told 6 to 8 weeks which was perfect. Plan was proposing on 9/11 due to a deeply personal date. Visited the store and called a few times for updates. Never once would he tell me what's going on with the order, or any process. And neither the other employees or the 1-800 number I called could tell me updates because it's an custom order and for some reason, only Sean can access the order. So finally enough was enough. We decided since it's been over 3 months, we're either going to listen to this great excuse as to just what exactly is going on or we're leaving with a refund. Sean at no surprise was on break and when he finally came in, he saw us, and just went straight to his little office. Took him another 10 minutes to finally come out after peaking around the corner multiple times. We ask, where are we with this ring? His immediate excuse was "they had a finished ring but it got lost in transit. So it's going to be another couple weeks while they make another one." Yea I don't know about you but I recognize lies when I hear them. How could there have been a finished ring when we had never decided on the stone? Wasn't shown any proof of this. No paperwork at all. I think being told he never put the design in to begin with would have made perfect sense. I can handle the truth. Alright Sean, we're done here. Got my refund. No apology. No attempt to keep my business. Very...

Absolute worst customers service possible. Sean should be fired. He flat out lies to your face and then hides in his office like a scared little boy when called out on it and sends out an employee to deal with his screw ups. My engagement ring was sent out four times by this store for a simple repair of the main diamond being lose, 8 weeks later I had to fight to get it back and it is still not repaired. I was told they sent it out again, without my authorization, but would not tell me where it was sent or when it would be back, but actually after getting corporate involved it was sitting in their desk drawer. Do not use this store for anything!!!! I should have read the reviews but instead trusted them to do a repair as we no longer live where my ring was custom made. They claim to have a tracking system but they don't use it and they refuse to tell you where they are sending your item. You will never get to speak to anyone with any authority. They have you sign on the computer with your finger to get a receipt that you dropped your item off. In tiny print on the paperwork they give you, your signature releases them of any responsibility for loss or damage to your item. You are now rendered helpless to the pass the buck of responsibility which I feel lies solely on the puny shoulders of Sean the incompetent manager. The whole experience was a nightmare. Save yourselves from making the mistake many have and do not deal with Kay Jewelers especially in...

Very bad customer service. The worst I have seen. My fiance dropped off her ring to be repaired in late December with the promise it would be be back in a couple of weeks. Four weeks later after calling several times the ring finally arrived. We went to pick it up and nothing was done to it. Sean, the manager, said he was going to expedite this process and personally drive it to Tucson for the repair and we should have it in about a week. Three and a half weeks later still no ring. We demanded to know where the ring was and Sean refused to tell us. He said it was still being repaired. We got corporate involved and were told the ring was at the Sierra Vista store. It was scheduled to be shipped out again for a forth time to a another jeweler without our authority or knowledge. Sean lied to us and when we pressed him on this he dropped the ring on the counter and ran into the back room. His employees had to cover for him. In the hour and a half we were there trying to resolve this problem we did not see him again. We got no compensation for our troubles and inconvenience. They didn't even ask how they could make it right for us or try to keep our business. Stay away from Kay's and...