KAY Jewelers — Local services in Spring Hill

My boyfriend bought me a bracelet with a lifetime protection plan from Kay in brooksville for Christmas, the bracelet was beautiful but a little small so we had to get 70$ worth of o rings attached so it could fit. Fine, perfect. Got it back and wore it out one time and the clasp broke from the chain. So we took it in the next day to get repaired, was told they would call us in two week, about ten days later my boyfriend got a call that he needed to call back and that there were a few things they needed to “discuss” with us. She Rainy or something explained that it was sent out not once but two times to be soldered and when it came back from the repair shop it was still broken both times. So they deemed it “unrepairable” and I was told my ONLY 2 options were to pay $140 to remove an inch of the chain and replace it with more O rings, or get 153$ store credit. To which I said no and asked to speak to a manager because Rainy blamed UPS for being too rough with my bracelet and that it was my fault for stretching it out. That is when Alana Yip informed me that my 55$ protection plan was “gone” and there was NOTHING she could do besides us pay 140$ for o rings or get store credit and I guess she thought it was a joke. So I called corporate and explained the situation, and first they were disgusted with how the situation was handled and I was granted a full refund for my bracelet the protection plan and my 70$ I paid for the extension. So if you plan on shopping at Kay jewelers, do not goto this location because the manager clearly doesn’t know the store policies or just chose to ignore them. If you have a problem with this store I highly suggest calling and reporting it because I was granted a full refund and apologies for how Alana and her team acted. They also made my boyfriend feel very uncomfortable when he went into the store to talk about the phone call and treated me like a joke when I called. I hope she learns how to treat people of all sexes and sexual orientations soon or she won’t be a manager long. ALSO when I went to get the bracelet to return it, their repair shop just tried to solder it together with an O ring of course and it looks horrible. Do not shop here if you don’t want to get screwed over! Stand up for yourself and what you...

Horrible customer service. I purchase a bracelet for my boyfriend for Christmas. I had it sent in to resize, which cost me an extra $70. I also purchased the “lifetime warranty” which was an extra $54.99. After wearing the bracelet out one evening, it broke on the side of the clasp. I had it sent back to get repaired. On 5/31/2024 I had a miss call stating, “… we have some things Discuss about, [ your bracelet] …” I went inside and Renee informed me that my bracelet was sent back broken, so she sent it back again and it came back broken still. My only 2 options were $150.00 store credit or pay $150.00 for them to remove an inch of the bracelet to repair and add an inch of chain links. I had my boyfriend contact to see what we could do. The manager Alana Yip proceeded to argue and tell us we can’t get our whole refund of $295.24 only store credit of $211.00. She then begin to laugh at him. I found this very disrespectful. I don’t know if it’s because we’re gay men or if it’s because the price isn’t worth her time. Never again will I purchase from here. Contacting corporate.

UPDATE - 6/26/24 Corporate reached out to me directly and apologized on their behalf and issued me a full refund. I received my refund today and very grateful that someone from corporate understood my frustration. Do not recommend going...

Fraudulent sale. If I could give 0 star I would. My wife and I went in to get a custom pendant made. White gold and diamonds. I chose 10k white gold and diamonds, and it was not made with diamonds. It was made with white sapphires. Supposedly they had changed it “due to cost” but my wife and I had never approved this. I went through a case and they said they would do nothing for me, I found out 2 years later it was not diamonds by accident during one of my routine cleanings. They say I had approved a mold CAD 3D imagine saying white sapphires on but my signature is not on this image I would not of approved and now I am out $3500 on something that is worth less than $200.. do not go to Kay’s. Just a corporation who doesn’t care about there customers. My receipt even says custom diamond pendant on it..I got a whole lot of excuses of why it says that and why it’s not diamonds. They said, “because it’s been 2 years it doesn’t matter they won’t refund or give any store credit even.” And that i approved white sapphires and never did. I approved an imagine of what the pendant looked like but never signed anything with white sapphires on it. I wouldn’t trust them to sell me...