KAY Jewelers — Local services in St. Matthews

I purchased my size 10 white gold wedding ring on 8/13/16 for $135.20 from Kay Jewelers in Mall St. Matthews, Louisville, KY. For an additional $54.99, I purchased the Kay Extended Service Plan which includes refinishing and polishing. I specifically mention the refinishing because for a charge of $34.99 I paid Kay to take what was a polished ring and give it a brushed metal look. The sales associate informed me that while there was an initial charge for the alteration since I was purchasing the service plan I could have the ring re-brushed, polished, or resized anytime throughout the ring's life.

I work with my hands and after over a year's worth of wear, I decided to take advantage of the service plan and have my ring brushed again. Unfortunately, when I stopped by the Kay's location at 5000 Shelbyville Rd Suite 1535, Louisville, KY 40207 where I originally purchased my ring on Thursday, December 7th, I was told that the Kay Extended Service Plan did not cover re-brushing my ring and that if I wanted it re-brushed there would be a charge of $34.99. As a matter of fact, there would be a charge of at least $34.99 every time I wanted it brushed again.

I asked to speak to a manager and explained that I had purchased the Kay Extended Service Plan specifically so I could have the ring re-brushed, polished, or resized anytime I chose. He offered no apology, no explanation for the miscommunication from the sales associate who sold me the ring or offered to resolve the issue by offering a refund or partial refund. He even awkwardly called over a sales associate who was present during my original purchase and she did not remember me, our interaction, or the sale. I informed him multiple times I would have never purchased the service plan had I known that I could not have the ring re-brushed. Still, he offered no resolution. Sadly, he opened a catalog and tried to sell me a brushed metal ring saying that if I purchased it, and a separate Kay Extended Service Plan, I could have it brushed as...

Went in for a bi-annual cleaning and inspection. We always get a hard time because we purchased our wedding band enhancer at Kays but my engagement ring (center stone) was purchased elsewhere. As the lady was cleaning my ring, she asked another male employee about the center stone and he told her not to clean it. When we called them out on the conversation, we were told that we misunderstood the conversation and he was talking about the deer he hit with his car last night. 🙄 After cleaning, she handed me the ring without inspection. I asked it it was inspected and she said, “yes.” I asked for a receipt and she said it would be emailed. Fine. I’ve been through this before - only the email didn’t come. I asked for a paper recipes and they said I should wait for the email that “it can take up to 24 hrs.” So, I told them that I would like to have a receipt before I leave since it is a 1 hr drive for me to get to the store. He prints me a receipt for my LAST cleaning. When we again bring this up and ask for a receipt for our cleaning TODAY, he says “I must have hit the wrong button.” Ok. Mistakes happen. But at the exact moment, my current cleaning receipt is printing, I get an email for my cleaning. Hmmm 🤔 Awfully coincidental! Oh! And the new receipt has the male employees name instead of the female. I’m not calling anyone a liar. But I have a brain the same as you reading this, so what would you think? Y’all, every time we walk into a Kays, I feel like we are being swindled and lied to. Never again will I purchase jewelry at Kays.

PS…. My center stone still has dirty spots on it. So, it wasn’t cleaned with the rest...

BUYERS BEWARE!!!!! My husband bought me a beautiful engagement ring back in 2022. He decided to get the insurance on it where it would be covered if you got it checked and inspected every 6 months you would be okay to resize the ring or if you lost any diamond. We have had it inspected every 6 months since we have had it. I went in today, and their so-called system stated that we have NEVER had it inspected since he purchased the ring back in 2022. I was confused and told the associate that it was not right. That we have inspected it as we should have. The lady laughed at me and said, " Oh, it's fine, don't worry about it." Well, it is NOT okay. In your system there is no proof that we had it inspected and since I wanted to resize my ring I can't anymore because if you all ruin my ring I would have to cover the cost of the ring to have it fixed because in YOUR system it states we are in violation of the contract! And even if I didn't resize my ring and wore it like normal and accidently broke or lost a 5, all would not cover it! THIS IS NOT RIGHT! WE SPENT THOUSANDS OF DOLLARS WITH YOU ALL AND YOU THINK IT IS A JOKE! I will no longer be resizing my ring or buying any more products from you all! STAY AWAY FROM THIS SHOP AT ALL COST!!!! And if you do decide to take a chance with them make sure you have them sign a piece of paper that states the date and time you brought it in and the condition of the ring when it is inspected!!!! I feel sorry for all the people you have scammed or scam...