KAY Jewelers — Local services in Spring Hill

I don't know where to start on how awful this store is. This is about to be a LONG review so if you are actually interested you better buckle up and pay attention. We had been dealing with Kris who "manages" this location for over FOUR months now to order the second wedding band to complete my set. The ring was being discounted (not her fault) so when i came in to have my first band soldered on she told me we would have to pay a % down in order to special order the second band (which was fine) so my husband was going to come in and order it once my rings came back in (we live a hour away). Went to pick up my wedding set and the soldering job was terrible and the woman had the nerve to tell me "that's what it is supposed to look like" ummm NO! It had a deep cut in the band and a lump of metal on the inside where it wasn't smoothed out! Long story short on that situation we had to send my rings in THREE times in order to have it fixed. This took roughly a week each time so I did not have my rings for a month. During this time Kris told me the band I wanted had already been ordered (without us paying the down payment). Not even a month after having my wedding set back a little stone fell out so I called the store to schedule the repairs and follow up on when the second band will be in... was told the stores were closing due to Covid and they were not doing repairs and that the ring Kris told us she ordered had not been ordered and that we had to go back in a order it. Went in the next day March 22, 2020 and placed the order. Fast forward 3ish months the stores have opened back up... I called to follow up on our order and see about getting my stone replaced... Kris told us the special orders placed before the Covid closings were canceled and that there was only TWO more rings available and that we would have to go BACK to the store (an hour away) to place a new order. Get to the store and BOTH stores that were supposed to have the ring did NOT have it. So they told us there were no more available!!! After a few days I decided I would try calling random Kay's locations just to see if they could help. I called a location in NC if that doesn't tell you how desperate I was to find this ring. The girl there was SO helpful and kind and called multiple stores herself to find the ring and had no luck. So I was told that none were available and that we would have to have one custom made to fit my ring..... About two weeks later Kay's calls my husband to tell him that the ring we ordered had came in.... WHAT?! He went to pick up the ring and they have absolutely no idea on where the ring came from or how the ring came in.. (because if you remember they told us that NONE were available) SO that is the ONLY reason I gave them an extra star because I ended up getting my ring after all. Unfortunately I still have to have the new band sized and soldered onto my set so we will see how well that goes. Also the Ally girl we dealt with was so nice and helpful. We understood that none of what we went through was her fault but more of the poor management she works under. Also, I would like to put out there that neither my husband or I ever yelled or threw a fit at the employees. I did however cry a few times when my wedding set come back looking like they accidentally sent it to the butcher shop instead of the...

DO NOT SHOP HERE! In May of 2024 I bought my wife's engagement ring and wedding band. We had to take it back to Kay two months later because diamonds had fallen out. We got married on August 31st of 2024. By the end of the year, we had to take it back again because more diamonds had fallen out. We were told my wife was being "too rough" with it or "hitting it on stuff". Note, my wife barely wore the ring because she was afraid it was going to keep falling apart. I tried to explain to them that she hardly wore it but they insisted it was her fault each time diamonds fell out. She was wearing it to dinner and that's about it, maybe for an hour or two a week. A couple of months later, more diamonds had fallen out. We took it back to Kay and this time they said they would "reinforce" the diamonds where no more would be falling out. And again, our fault for being "too harsh" on the ring. When we got the ring back, they had placed a diamond back in the ring crooked. About two months later, more diamonds had fallen out and a hole had occurred in the band of the ring. So for the FOURTH time in less than a year of having this ring we had to take it to be serviced again. This time I just told them as polite as I could "we would just like our money back being that it's broken four times in less than a year of having it". We were told by the manager of Kay that we would not be able to get our money back (even though we had all receipts and paperwork) and all we could do is return it for the exact same ring or exchange it for something on clearance. Why would I want the exact same ring if the one we have is already breaking and why should I exchange it for something on clearance when I paid more for this ring than my first car? The manager quickly dismissed what I was trying to explain and passed me off to another employee. This employee gave me a number to call Customer Care but told me not to tell the manager. For what reason, I'm not sure. Customer Care told us to go to Jared’s website and pick out rings of the same total weight, email them to customer care, and they’ll have them sent to our local Jared for my wife to try on/exchange for. After about a month or two of waiting for that to happen. We contacted Jared’s management and was told that the Customer Care employee lied to us and that exchanging a ring that way was not an option. That was in April of this year. Since then, I have called Customer Care countless times and all I have been told is "sorry for the inconvenience" "we understand it's frustrating" and so forth. We have been promised call backs "within 48 hours", "by the end of the week", or "by tomorrow afternoon". Not once was a call returned. I have called roughly or at least once a week since April and have got nothing out of them. It's extremely frustrating to sit on hold for 30 minutes out of your day just to listen to an automated message and then be told "sorry" and that "we'll push it up to our management and they'll get back with you" and they never have. I am not one to leave ugly reviews. I try to be understanding of all situations but this has been absolutely terrible. I have never felt more dismissed or disrespected by a company before.

If I could leave less than a 1 star review I would.

Do...

If I could give this store 0 stars, I would!! My boyfriend gave me a ring from here for our 2 year anniversary the end of December of 2020. By March the prongs & diamond setting in the center had fallen out. Luckily, my boyfriend bought the warranty or we would have been very upset. He spent good money on this ring just for the diamond to fall out not even 3 months after buying it. I could not find the diamond because it fell out at a store and I didn’t realize until afterwards. We went to Kay’s to get the diamond put back in and I asked them to resize it to a 4.5. The lady that helped us was nice, that’s the only nice thing about this whole experience with this store. We had to wait longer than they had told us, we called multiple times on different occasions to check up on the status of the ring. No one answered the phone, so we were clueless about it. We live almost an hour away so we weren’t going to drive there just to be told it was not in yet. We finally got a call that it was in, when we got there we found that my diamond ring now had a pearl in it! I was heated! You would think “diamond experts” would know that a pearl did not fit into this ring. There were scratches all over it from them trying to force a pearl into a diamond ring. I know that they take many pictures of all the rings so how would they be okay with giving me a scratched up ring even if it was the right one?!? The lady that helped us said they would not be able to get the pearl out and put a diamond back in, because it would completely ruin the ring. Exactly, that is why they should have known a pearl was not the right center piece in my ring. They told me to take the pearl ring as my “receipt” and to come back up after they had a new diamond ring shipped to the store. After that, they would send it back off after I turned in the pearl one to have resized. I thought they would have my ring size on record, so I didn’t understand why I would have to drive an hour for no reason just to see the wrong sized ring. I did as I was asked and turned in the pearl ring when my actual ring was in. I waited for it to be sent off to be resized to a 4.5 as my old one was. Me and my boyfriend went and picked up my new ring today, and it definitely does not fit like my other ring that was a 4.5 did. I am done with this store so I am not even going to try to get it resized again. Definitely do not recommend this store and I will not...