KAY Jewelers — Local services in Stamford

My wife and I had one of the worst customer service experiences of our lives at this location. We had left a ring for repair that had a missing stone. After a month we returned to pick up the repaired ring except the ring was never repaired and the stone is still missing. Obviously, this was enough of a disappointment, but the way in which the "manager" acted after the fact was totally unacceptable. The original associate we were dealing with was remorseful and understood that an error was made and attempted to resolve it by exchanging the ring with an exact copy they had in stock at the store. He even went as far as to get the ring out of the cabinet and have my wife try the ring on. At that point he informed us that he needed a mangers approval to proceed, well that is where a bad experience got exponentially worse. The manager who became involved was Richard Bonilla II, who came over to inform us that he could not exchange the ring because it was still “repairable.” When we expressed our doubts and concerns since it was already supposed to be repaired, he informed us that only maybe 1 out of 100 repairs came back still broken and that basically we were just unlucky. Throughout our entire dealing with Mr. Bonilla he expressed the most condescending attitude and lack of remorse or understanding that an error had been made entirely on the part of Kay. After continuing to express our concerns he finally offered to make a call to see if they could exchange the ring, but unbelievably hung up the phone before ever speaking to someone. It appeared that Mr. Bonilla was unwilling to wait on hold to speak with someone that could resolve the situation and told us, I was going to call but they aren't going to exchange the ring so we should just send it out again. The situation only got worse as he continued to deal with us in a condescending way that showed he had no remorse for their error or desire to actually resolve the situation. The fact that the sales associate had a better understanding of how to deal with customers and resolve issues than the manager speaks volumes of just how poorly this store is run. While bad customer service is all too common nowadays the way in which Richard Bonilla acted towards my wife and I, went above and beyond the scope of what any customer would...

I'm warning everyone to stay away from this company, in particular from Stamford Mall location. I wish I did my review research prior to the purchase because it's the worst experience someone could ever have. My fiance purchased a ring with option to update and exchange ring because the one we originally picked for me wasn't available at that time. 3 months later the new manager, Benae Kuhn ( completely unprofessional ) had nerves to laugh in our face saying that the purchase was made with a former employee and that she would never have made an offer like the previous person. After several unsuccessful trials with a customer service corporate representative Alex Johnson, we have been left out with no reply to multiple calls and messages basically ignoring the entire issue. We are stuck with a ring that doesn't even fit properly. Additionally, the frustration that comes with the experience takes away from the "special moment " K Jewels advertises. Fortunately we have written papers upon the original deal and we will take the necessary action to resolve this issue, however, I am WARNING everyone who read this review to save your time, money and get the experience that you...

EDIT ON 11/8: Changing this to one star because the ring we purchased for my wife’s wedding band lasted all of two weeks of wear before a stone fell out, and it has been with Kay waiting on repairs for over 3 weeks because they can’t seem to find a replacement stone, though no one has bothered to give us an update or ETA despite us reaching out. Salespeople at this location are generally nice, but when the quality of the product is poor and they’ve had the ring longer than we have for a repair, I will never be back to purchase another item. Also to add - during our initial visit, we were offered an option of a payment plan with 0% interest and were told there was not going to be a hard credit pull. In reality, that was a lie, and they “0% payment plan” was them putting the ring on a Kay credit card with a 0% APR introductory offer, and there was in fact a hard credit pull

Had a wonderful experience shopping for our wedding bands. Joi was great to work with and was extremely helpful in helping us find what we were...