KAY Jewelers — Local services in Springfield Township

I would literally give them 0 stars if that was an option...where do I begin?

On May 30th I took my engagement ring and two wedding bands into Kay Jewelers. I had lost a diamond out of my engagement ring and knew it would be covered under the warranty. I sent it out and waited patiently for 2 weeks while it was repaired. When I received the ring back on June 13th. I had not had my ring serviced in the last 6 months so I was required to pay the $21.40 to have it repaired - no problem. When I received the ring back it was a missing a different diamond. I sent it out to be serviced again on July 5th, waiting patiently again and received it back on July 17th. Guess what?! Two diamonds were missing this time!!! I threw a fit at that point and the manager Tony assured me that she would send it to the jeweler she used personally and would rush it! Well when I dropped it off Tony was at lunch so I left it with one of the other employees. That employee said she'd leave the info for Tony. On August 5th I left it with them again and never received a call or anything from Tony letting me know what was even going on. I was called and told the jeweler was keeping it longer to make sure it was ok which of course eliminated the assured rush on the ring that had been missing from my finger for a total of 6 weeks at that point. I received the ring back on August 22 and you know what? ANOTHER DIAMOND WAS GONE!!!!! At that point I was told by Katie that I would be able to exchange my engagement ring with the exact same ring and bands with the same bands. I told her I wasn't sure if I wanted to do that and said I would let them know. That same day, Friday, August 22 I called Kay Jewelers customer service. After not even asking what my real problem was, the woman said she'd call me back after she did some research on what to do. Well today is Thursday, August 28th and I just received a call from customer service letting me know that my exchange was approved and that I should go in to the store this weekend for the sale, did I mention they left that on my voicemail? EXCUSE ME?!?! I made it clear that I did not want to give up my engagement ring because it had extreme sentimental value to me. I called the lady back before 2pm when she said she'd be in til and that she wouldn't return until Tuesday. I called and talked with the general number and he said I'd have to wait until Tuesday. I demanded that I talk to someone and he said they were on lunch and to leave them a message and they'd call back...that was at 1:45pm and around 4:30pm they called back.

In the meantime I called Tony to address the issue and she not so kindly informed me that the ring Katie had promised I could get on Friday was not available and the manufacturer no longer makes the ring. She told me my only option if I didn't want to get a new ring was to send it back to be repaired! HA! Like the 3 other times I sent it back to be repaired. I asked her why she never called to let me know what was going on with the ring, she said she was on vacation...for 2 and a half weeks and when I dropped it off the person at the desk said she was at lunch. Do you see a theme here? She said there is nothing other than sending it out to be repaired that they can do for me. She never even apologized to me about this.

So at this point the manager at the store is doing nothing to help me and not only is my ring still missing diamonds, the jeweler sautered the diamonds onto the band so it looks awful.

Moral of the story, Kay Jewelers offers horrible customer service and they are not willing to make things right! Buy local...the chains are not the...

FRAUD AND FORGERY!!. Would like to start by saying this establishment is rude and unprofessional. The sales person "Kneely" and the Manager "Dee" need to absolutely be trained in sales and what is and is not considered FORGERY!. While there I was talked down to as if I had no right to be there and when I told the lady I did not want the necklace she was trying to sell me ($2000) and told her i was trying to keep it under $1000 she walked away obviously pissed off and had to have the manager assist me... That was just the start, I was told about this new program that pulls out the money monthly directly from your bank account and honestly sounded appealing.. HOWEVER I get home and start reading these documents and see that this "program" is not as simple as she described it. The program doubles your bill if not paid in the first 90 days PLUS the Kay worker "Kneely" signed off my signature two times and my initials SEVEN TIMES!! I called Kay and this lending agency and both told me that they are not allowed to do that whatsoever, with that being considered forgery. The lending agency even filled a store complaint against them on their own accord.. I was then told to simply go in return the items and put them onto my already active Kay card to get my deposit back. When I went back I was told by the manager "Dee" that they would not give me the deposit back, EVEN after making it known to them that they committed a crime. So I leave once again and call the lending agency back which called Kays and told them to give my deposit back. So after an hour of waiting for the "Ok" to go back and get my deposit, I go in and they were not being snarky or mean and were waiting for me. We got everything switched over and "Kneely" AND the Manager "Dee" had the audacity to not give me my deposit back even after the lending agency told them too. They started being snarky and even smirking about it so ended up leaving.. I have now spent over $2000 in total at this store and I WILL NEVER be using any Kay/Sterling Jewelers store ever again knowing these two bafoons are getting paid...

This is the most serious review I’ve ever written. My fiancée and I went to Kay Jewelers to purchase an engagement ring—a moment that should have been one of the happiest in our lives. At first, the experience seemed fine, albeit a bit disorganized. The ring we loved was just sitting in the back of a case. We paid, thanked the staff, and left, with the transaction confirmed on my phone.

A few days later, while I was at work, I was publicly called over the loudspeaker to take a phone call—Kay Jewelers. Somehow, they had obtained my work number (which I never gave them) and claimed they had no record of our transaction, even though we paid in full and left the store with the ring. They admitted to making a mistake on their end. I told them I was at work and asked them to call my personal phone, letting them know I’d stop by the store when I had a chance.

What happened next was beyond unacceptable. Despite the charge still showing on my card, the transaction was refunded without any explanation, and Kay Jewelers began calling me daily, escalating to threats of involving the police within days. They even reached out to my fiancée’s workplace. This was humiliating and completely unprofessional.

This experience turned what should have been a joyful and memorable moment into a nightmare. The lack of professionalism, empathy, or accountability from Kay Jewelers is staggering. Not once did anyone offer a genuine apology or ask what they could do to make up for their mistake.

The stress and tension this caused are unforgettable. This was supposed to be one of the best days of our lives, and instead, Kay Jewelers managed to tarnish it completely. I would never recommend them to anyone. This was the worst purchasing experience of my life, and the memory of this ordeal...