KAY Jewelers — Local services in Spokane Valley

I fell madly in love with this band before having the right engagement ring. There is a very similar anniversary band that looks perfect with it. I had a 1ct diamond solitaire and they claimed it wouldn’t sit right or be safe if I just added the mounting. So they convinced me to pay 2500 dollars to design one from scratch with a few changes of course. I started the process in March and didn’t receive my ring until July, AFTER my wedding. When I finally received it, it was wrong so it had to be sent back. It came back again months later and was still not right. I never heard from anyone. After hearing nothing and several attempts to contact the store manager she FINALLY got back to me and apparently it came back AGAIN wrong so she made them redo it from scratch. That’s great but during most of this there was no communication or responses to me, I have texts to prove it. After 3 or 4 months, I continued to hear nothing so I called the service center and they said it would be ready in a day or two and would then be overnighted to the store. She was supposed to receive it Thursday or Friday and then was supposed to overnight it to me the next day because I had moved. So I called her because she never called me and she said she’d over night it 5 days later on Tuesday. She never did. I also never heard from her. The email I have says it was ready for pickup March 16th and because I never heard from anyone I ended up driving 6 HOURS to pick this ring up in person on April 4th. She was shocked that it was never sent to me! Really???? YOU were supposed to be the one to send it to me 5 days later? My calls and texts didn’t clue you in???? After all of that, I complained to kays and the best they offered was a 200 dollar gift card! I didn’t want money or a refund I just wanted a credit to my maxed out kays card for a 2500 dollar ring that took an entire year to make! But supposedly it’s impossible to do that and 200 bucks is the best they could do. I’m not trying to be greedy but that is basically a slap in the face. The communication was basically non existent, I didn’t have it in time for my wedding, or the first 9 months of my marriage and it took an entire year to make? Not to mention the fact that I was basically lied to every time we did speak. I find it insane that they can’t credit my kays card, which was the claim they made. I’m not even mad at the manager, she’s a nice lady and just a human. I’m more angry with the company for taking ZERO OWNERSHIP. Apparently everything they put me through is only worth 200 dollars and it doesn’t matter to them nor does my business. I will NEVER work with Kay jewelers again. I am also posting this in several places because I have absolutely no faith that they will even allow this on...

UPDATE ** 7-11-19

I sent an email fairly similar to my original message below to the Kay customer service email. I received a response from a Caitlin M. who was very prompt about having it addressed. The same afternoon I got a phone call from the Kay in Spokane Valley from who I assume is the manager, Diana. She was very kind and listened to my concerns. I was very thankful that she understood my excitement, and she then advised me that my boyfriend and I could come in to have an appointment with her to try on my ring. For the record, it appears that the ring arrived on the 10th, so be wary when you are advised of the timeline. Updating my rating to 4 stars. Thank you

My husband had a ring custom made thru them. He ordered it in June 2016 and was told it would be in August 2016. When it first came in the diamond wasn't centered so they had to return it to fix it. After it was sent back to the store there was another issue with it so my husband didn't get the ring until Oct. Once I had it I noticed multiple things wrong with it. The halo was lol sided, there was a large scratch in the band, the diamonds on the cathedral part were in a straight line on one side and in a v shape on the other. If you placed it on a counter you could tell it was crooked. When I took it in at my 6 month inspection period I explained my concerned and the store manager said they would redo my ring completely. So I was able to make changes. I was promised it would be back in 4 wks but didn't get back for almost 6 wks. Ive had it back for a wk and a half and I just noticed one of my diamonds in my band is gone. I had previously read reviews of customers who had their rings sent off for some repair and then they noticed their main diamond had been switched once they got their ring back or they had diamonds falling out after they got their ring back. I'm seriously so unhappy with my experience with kay jewellers that I'm about to ask my for money back so I can take my business elsewhere. This is absolutely ridiculous ppl have to...