KAY Jewelers — Local services in Spokane

In a matter of 8 months, I have had to bring my wedding ring set into this store for repair due to diamonds falling out three separate times. When I brought it in for an inspection I had just fallen out of the warranty period, they found three diamonds with cracks. I was told it would cost roughly $1500 to replace those three diamonds. I agreed to repair my ring, and replace the diamonds but stated that I wanted those cracked diamonds back. Both Ashley the associate, and Diane the store manager assured me that I could have those cracked diamonds back. When I returned to the store to pick up my repaired ring, the cracked diamonds were not there. Ashely again stated they should have been, so she reached out to the repair shop via phone and left a message. While driving home not even an hour later, I looked down and to my dismay a diamond that was replaced had fallen out. I returned my ring to the store for repair yet again, and still Ashley and Diane had no inclination of where my damaged diamonds were. I got no follow up from the store on this and called back several times asking where my diamonds were. After several calls into the store (all documented) Ashley finally returned my call and stated that the diamonds were laser cut out when they were repaired so they were destroyed per company policy. I asked to receive a copy of this policy to which she said would be available at the store for me when I picked up my repaired ring. When my ring was ready for pick up, I returned to the store to get it and the policy. Unfortunately, they had not "received" that written policy and Diane the store manager promised me that she would get that and email it over to me. Again, not having received anything, I called the store on numerous occasions to get that policy in writing. Once again, a diamond falls out of my ring, and I return to the store for it to be repaired. When I arrived to turn it in for repair a very nice associate helped me and I explained the excessive trouble I have had with the diamonds being replaced, lost, or stolen and she assured me that Diane would in fact email me that policy, and at the very least call me back the next day. This did not happen; it has been over a month, and I have left messages for her to call me. My ring is still out for repair, and I have no policy stating that all diamonds are laser cut and destroyed. I can understand that an imperfect diamond under warranty may not be the property of the individual if it's being replaced. My initial repair was on my dime, and I paid for those three diamonds TWICE. When my ring was bought, and when the diamonds were replaced. I have every right to keep those diamonds. The customer service at this store is absolutely disgusting, Ashley and Diane are extremely unprofessional and untrustworthy. I have asked for Diane's manager information and have been told "I don't know Kelly's last name or how to get a hold of her". If you are looking to do any type of jewelry buying, GO ELSEWHERE. It's obvious that my ring does not match the quality in which we have paid for, and it's been proven that their repair shop is insufficient. I would not deal with this store if I didn't have to, unfortunately this is the closest...

After going into the North Town Mall location for Kay's I have no want to ever go into one of their store again! I went in there with my boyfriend looking at engagement rings and hoping to find one that we both love! We were greeted by a wonderful new sales representative who was happy to help and let us look and find what we like. As the time went on, the inexperienced sales rep no longer felt like she could provide us with the best customer service and asked a different sales representative who had just transferred from another location to come over and assist us. This was great that she wanted to make sure we got the proper help. Unfortunately the sales rep that replaced the new employee was pushy, didn't accept that we were looking not buying, were not interested in signing up for a credit card, and wouldn't take no for an answer. She was rude, didn't build re-pour, pushy, didn't listen to what we were wanting or looking for in a ring and ruined my experience of looking for an engagement ring. I left there horrifically mad and wanting to call and speak with the manager to let her/him know just how dissatisfying the service was. How their sales people need listen to the customers not talk over them and when their sales reps are trying to pitch the same credit card approval that they have already recommended 6 times maybe they shouldn't pitch it for the 7th or 8th time!! If they are going to ask more than once, don't feed the customers the same cookie cutter pitch line and sinker every single time and not every two minutes. Also a sales representative should never lie to the customer or mislead them. Neil Lane is carried else where at other stores like Westfield. And it doesn't make the sales representative look all that great when she talks negatively about a competitor. Do not expect to go into Kay's to have an enjoyable time... Expect to get someone who's push, rude and doesn't want to meet the needs of the customers but wants to make her commission! They will never get...

FOURTH attempt to pickup my ring and there is a NEW chip in my diamond. They’ve had my ring since November 12th. Sent in for repair - missing diamond, which is covered by the warranty. Told it’d be back by the November 28th. Never received a phone call when my ring returned from the “shop”. December 12th, went to get it after we called them. When he got there to pick it up, they offered to check everything before handing it off. Offered. The baby diamond was replaced. Now three of the larger diamonds were loose. Three diamonds that WEREN’T loose before. Obviously this isn’t ok. Back to “the shop” it goes. Two more weeks pass. No call again. Don’t worry, we’ll call you. Back in to pickup. Same courtesy check, everything was a-ok. I put it on and feel something sharp on the side. Turns out one of the prongs on a diamond, that wasn’t there for repair, was elevated. I was only able to wear it with a bandaid wrapped on my inner middle finger. Returned the ring to be sent out once again. Fast-forward to today. After waiting over 30 mins to be helped, she hands me my ring. I put it on. Nothing sharp. Yay! Then, the largest diamond catches my eye. I wipe it off with my shirt. Nope. That didn’t change the CHIP I was looking at. A brand spankin’ new chip in my diamond that was NOT there. I am disgusted. They offer to inspect the ring for me once again. Why in the hell is this the first time you’re looking at it?? Why has my ring come back to me is worse condition than the...