KAY Jewelers — Local services in Springfield

My husband was going to the mall so I asked him to have my ring cleaned. Apparently whoever cleaned it said they saw some damage to a prong (not anything I had noticed) they convinced him that I would lose a Diamond if it wasn’t fixed. it’s only about 6 years old.

It took 4 weeks to “repair” and I went back and they charged me $450 and I discovered it had been resized (not at all part of what we were having done as I just wanted it cleaned and then got talked into a repair)

It was so small I couldn’t get it on. No apology or admission that they messed up at any point. Honestly, they didn’t seem that surprised which makes me wonder if this is a common occurrence.

They take it for another 10 days to resize it back to the original size it was when he brought it in and I finally went in to pick it up today. I am waiting in a long line and the lady at the front is looking at pics of people’s dog and kids which is totally fine that they want to visit, but I see an associate standing and looking at an iPad. I simply tell her I am just picking up and not paying- is there anyone available to grab my order? She rolls her eyes and proceeds to tell me how busy they are and I will have to wait my turn. I would expect any stranger on the street to be more polite than this woman whose store I am in. I am already irritated because my ring was messed up and I was charged a lot for them to do it. Whatever, I go back to waiting.

I wait in line and finally get my ring back and it’s super thin from being resized so much and to extremely small and then much bigger size. I contacted their customer service and they couldn’t care less. At no time did anyone admit they made any mistake or attempt to fix the situation.

Do yourself a favor and don’t trust these people with your wedding ring or any other important jewelry you have. Go somewhere local. Kay’s is a big business and they don’t seem to care much about the people who buy from them. In the end, my ring is pretty clean is the only good thing I can say about my...

My first time ordering online with Kay Jewelers and I get a message saying I was disconnected from the website and my order couldn't be processed. I tried one more time and got the same result. I never got an email for confirmation of my order/payment. However, when checking my account both charges were showing as pre-authorized charges. When I contacted a customer service rep she said they never received an order and the charges would drop off in 8 days. So, not only could they not place my order but they couldn't release the charges sooner. So, I had a hold on my money and no order. My bank needed a statement from them showing the amount, card used, and that they would not post the payments. The rep said she could not provide me with any of this and I would need to wait the 8 days. NEVER place an order online. I am very displeased with customer service and my experience. So disappointing.

Update: After making a complaint Kay's reached out and said they would contact their treasury department. After not hearing back from them and sent them another email. I was told they called and left me a voicemail asking for information. I never had a missed call and I am still waiting on the voicemail to come through 2 days later. Anyway I provided them with the information they needed. The next day still no release of my funds and no reply so when I reached out again they told me the number I provided them was a phone line and not a fax line for my bank. I called the number and sure enough it was a fax line. The lies at this point are outrageous! This is serious a joke. I just want the funds release so I can take my business elsewhere. They have hundreds of dollars on hold in my account and refuse to even complete the orders. No excuses, these funds should've been released considering it their website that wasn't...

Horrible customer service! I tried placing an order online weeks ago that did not process right, twice! I made a complaint and thought I give the store one more shot. I went into the Springfield, IL location at the White Oaks Mall. The lady was very unprofessional and not very knowledgeable. I wanted to order a ring for a friend. I wanted it delivered to a store near her, so she could pick it up. We live 3 hours apart. She attempted to make the transaction but failed horribly. My option at this point was to ship to my friends home address or to me. I decided to just have it shipped to her. We completed and she gave me my receipt. As I am leaving the store I notice that the ring size is incorrect. I went back and told her the size I needed, she said she would call and get it changed. On my way home I get a call... she says hey... I don't know who it is, very unprofessional. Once she figures out I am confused she lets me know she was calling with Kay Jewelers about my order. She proceeds to tell me she cannot change the ring size on the ring I just purchased. Really? So, what are my options? She said I can come back and place another order or I can have my friend get it resized once she gets it. I asked if there would be a charge she said yes. So I asked again, even though it was your mistake my friend will have to pay extra to get it resized? She said yes. I told her to go ahead and cancel my order. 1.) because canceling my order, I will still have a hold on the funds for 7-10 days and I didn't have the funds x's 2. and 2.) I believe that is bad customer service, if it was their fault my order was incorrect they should be able to correct it without placing another transaction through my account. I have had 2 bad experiences with Kay's in the past couple weeks. DO...