KAY Jewelers — Local services in Southaven

I bought an engagement and wedding band from Kay’s. The original purchase was fine, the sales person was very helpful. So I can’t say the entire experience was bad. Hence the 2 star review instead of a 1 star. My wife and I took the ring in multiple times to get it cleaned and inspected throughout the year. Around 10 months after our wedding, and 14 months since purchase, one of the small diamonds on her band fell out. It is partially hidden behind the solitaire and we didn’t notice until she took it to be cleaned and inspected. She was out of town when the Kay’s in AR discovered it was missing. We decided to take it back to the store where we bought and to the salesperson(Tiny who is also the manager at the Southaven, MS store ) that sold me the ring. By the time we took it in another diamond on the band fell off. She said it wouldn’t be covered and we would have to pay out of pocket. My wife took it in and I was not satisfied with that answer because it was a custom piece, made by their jewelers, that was very expensive and it was already falling apart after 14-15 months. She said it would not be covered, that I should have bought a warranty in case this happened. I again reiterated that I didn’t think I should have to pay for it, but since I did pay for the repairs, could they at least cover the cost of the warranty since it was obviously of poor workmanship. She said she did all she could do and I would need to speak to customer service and they would be able to help me out. I called customer service and stayed on hold for over a hour. When I finally spoke to someone they could not even determine what I bought in their system and she would need to call the store to get clarification. She said she would call me back after talking to the store and see if she could help. I never got a call back and that was 5-6 weeks ago. My wife went to pick the ring up, after the repairs were made, and asked Tiny if she spoke to customer service. She said yes and she said she would call them to follow up and she would call us back. She never did. I called the store and Tiny said she had just got back from vacation and would look into the issue and call us back. She never did. So I called her this week and she said the DM was in the store today and she would call me back by 3 that day. She never did. I called twice today and she told me she would call me back and she never did. So after the time consuming, 7-10 week experience I have come to one conclusion. Kay Jewelers only cares about their customers when they can make money, ie when they sell you the ring or warranty. Their customer service is terrible. They will say anything to get you off the phone or out of the store. My wife nor I were rude. We were consistent and expected them to do what they say. That is all. They have lost a customer for life and I will never recommend...

Maybe they took a clue from these past low ratings and amped up their services because my experience was excellent. I took in my Grandmothers wedding rings I inherited to get them ready for my wedding. I needed both of the rings sized and wanted them sautered together. I spoke to Russ over the phone where he gave me an accurate quote and only an approximate date due back in to the store. When I dropped off the rings, I immediately felt welcomed in the store even though I wasn't making a purchase from them. I felt they were all professional in the store as the personnel made sure I wasn't just standing there waiting for someone to help (I was actually waiting for Russ who was on the other line when I walked in). When he finished helping the person on the phone, he immediately came over to me. I felt they took excellent care of my antique rings, including inspecting them immediately upon taking them into their possession and also taking digital pictures of them. They were also back to the store several days before they were expected to be. When I regained possession of my rings, I was even more impressed with such a professional job that was done with the way they were sautered together. The rings fit perfect and they looked brand new! They also still looked like they were two different rings even though they were now permenantly attached to each other. I couldn't have asked for a better job. They exceeded my expectations in every aspect and most importantly, when I received my rings back, I KNEW they had the same diamonds they were sent with. They certainly earned my trust with one of my most prized...

I used to work for Kay Jewelers & I wouldn’t recommend this Kay store for getting anything repaired because, I feel they are pretty unprofessional. My promise date was inaccurate, it did not arrive on time. They had my repair over a month & I haven’t heard one word from them.I have called numerously , day after day and they do not answer their phone. I finally went to the store to inquire about my repair in person, Destiny assisted me and her solution was “I’ll have the assistant manager reach out to the jeweler to get an accurate promise date and she Will contact you later today. “ No one ever called me . I returned the next day , and my repair was there. So with that said, they did not follow proper protocol. One is to always keep the guest informed , if/when anything changes concerning their repair . Anyone can call the jeweler to inquire about a repair . It does not have to be the assistant manager . Also, when the repair arrives whomever accepts them into the system is also the one that’s suppose to do a courtesy CALL to let the guest know their repair is ready for pick up. Because, none of this happen, I can bet this location sucks in profiting in their repair department due to a lack of commitment in communication and following up with the guest. A guest should not have to call as many times I did, wait as long as I did , and then , flat out lied to me in front of my face because, she wants to be lazy and dismissive . If you don’t want to do your job , quit. I don’t appreciate none of it. If you don’t mind having an experience like this, then this...