KAY Jewelers — Local services in South Portland

Between Kay, Gordon's, and Zales (all Signet Jewelers brands), my wife and I have spent nearly $25,000. My wife's entire wedding set is from a Signet company. We have always been happy with both the products and the service we received across three different states—until our experience at the Kay Jewelers in South Portland, Maine.

Aside from Becky, the customer service at this location is atrocious, from not being acknowledged to poor handling of our repair services. The Assistant Manager at this location needs significant re-education in conflict resolution and customer care—perhaps even a complete removal from any customer-facing position.

For context, we sent in an item for a "repair" that we knew was trivial but wanted nonetheless: we had purchased a Movado women's watch. Every Movado watch comes with a sapphire-colored sticker or embellishment on the crown for packaging reasons. We did not understand this when we first came in but were nonplussed and wanted to get another sticker put on. Like I said, trivial. Nevertheless, the Assistant Manager took over when the employee at the desk did not understand. She proceeded to condescendingly try to correct me about the sapphire "crystal" of the watch. I knew the difference, but she continued to talk down to me. So, I stood my ground and had it sent off for "repairs."

Two months later, we still did not have our watch. After multiple calls and visits to the store, we were told not only were the repairs not done and would not get done, but the watch still had not been sent back—even at our request. They never so much as called us to let us know any of this.

We finally called Signet directly, and their Customer Service said they would provide us with a gift card for the inconvenience, to be given to us at the time of pickup. When we went in to pick up our watch, the same Assistant Manager "helped" me. I was already frustrated, but she made no mention of the gift card. At this point, I was fed up and refused to sign for my watch until the gift card was available as well.

Needless to say, Kay Jewelers and Signet have lost a solid, well-paying customer of over 14 years. Do not go into this location unless all you need is a cleaning and inspection or costume jewelry—to which I say, you should just go to Claire's next...

Update. Courtney was so kind and pleasant to work with, she refunded my finances purchase protection plan and I walked out happy.

My fiance got my ring enhancer here. This ring was beautiful, service was great. Had it sized, came back fine. Had the bars moved on the enhancer and now my ring has been hacked. Going to pick up the ring, there were only 2 employees working, neither of which acknowledged that we were there or had been waiting for 20 minutes. They both were busy at the time, but not even a word was said. “We will be right with you” would have been nice. We finally get helped, get my ring back, put it on and felt something hit my finger that was rough. I took the ring off, looked at it and could see gouges taken out of the ring, looks like it wasn’t even buffed. Horrible service. I asked the rep where the ring was sized. She told me she was not allowed to say, but she knew. I told her that the jeweler butchered my ring, since we had signed for pick up already. I wanted my rings soldered together, but after seeing the work done to my ring, I wasn’t going to let my $8k engagement ring in the hands of their jeweler again. However, we did purchase the plan for $400 for repairs. Completely unsatisfied with the repair work, and I will never allow them to touch my rings ever again. We are simply trying to get a refund on the plan for repairs because I do not trust them, I do not want my rings ruined further. For a huge company with super over inflated prices on diamonds, they treat their customers horribly. I will not recommend this place to anyone, and will share on social media the damage done to my ring after purchasing it from you. Thanks for...

If I could give zero stars, I would. I had one of the worst customer service experiences of my life here.

I came to pick up my clients’ wedding rings at 10 AM the morning of their wedding rings that were supposed to be ready two days earlier. Because of Kay’s delay, I was already stressed and running late. I was waiting outside the gate at 10:00, waving so staff could see me. When the employee, Lacey, finally opened the gate at 10:01, she immediately accused me of “banging on the gate,” which I absolutely did not do. You can check the cameras for yourself.

Once inside, instead of helping me quickly, she gave me constant attitude. She told me she couldn’t release the rings because my ID showed my maiden name and my clients had given her my married name, despite the fact that I have a very unique name and had my ID in hand. I even offered to call my clients to confirm, but instead of problem-solving, she asked me “what’s your problem” and accused me of being “disgruntled.” I was calm but urgent because I had to be an hour south for a wedding…meanwhile she acted like I was the inconvenience.

As someone who has worked in customer service for 15 years, I have never encountered someone so unprofessional and dismissive. On top of the store’s mistake of not having the rings ready until the literal morning of the wedding, Lacey’s rude, condescending attitude was the last thing I needed in such a time-sensitive situation.

This was hands-down the most unprofessional experience I’ve ever had with a jeweler, and I would never recommend Kay Jewelers to anyone planning something as important as a wedding, especially given I’m a wedding...