KAY Jewelers — Local services in Strongsville

Hello,

I wanted to share my recent experience with Kay Jewelers. Here’s a little backstory: my husband purchased my engagement ring from Jared’s, and we had a wonderful experience with them. When it came time to shop for wedding bands, I wanted to explore other options since I couldn’t find one I truly loved at Jared’s. After visiting a few stores, we went to Kay, where I found the perfect band and absolutely fell in love with it.

At every store we visited, we asked about soldering and how it would affect the warranty on my engagement ring. At Kay, we were told that once the rings were soldered, the warranty on my engagement ring would also cover the wedding band 100%. That assurance was a big reason why we moved forward with our purchase at Kay.

Fast forward to after our wedding: I went into Kay to have my rings soldered. I explained that we were told my engagement ring’s warranty would cover the band as well. To my surprise, the associate was dismissive and told me that wasn’t the case at all. I was so confused that I came back with my mom to make sure I wasn’t misunderstanding. At that point, the same associate was polite to my mom but explained that the person who sold us the ring “shouldn’t have said that” and that it’s really a “grey area.”

I left the store feeling upset and misled. It feels like Kay employees will say what customers want to hear in order to make a sale. That’s false information, and we would have made a different choice had we been given the truth upfront.

My question for Kay is: how will you address this issue and make things right? Three separate people, including a manager, told us the warranty would cover both rings after soldering. This situation has caused unnecessary stress for me and my husband, and I feel it’s important to warn others about our experience before they decide to...

Eric was amazing! He did everything he could to get me the best deal on what I wanted, he went through the lengths of even having me receive their $25 off code from their online site on top of their current discount already happening. From the moment I walked up to the display cases I was greeted and offered help. In my situation I knew what I wanted from the start and have been looking for this specific necklace for awhile. Eric quickly assisted with collecting the necklace. As it is their job to sell, I was asked if I took interest in another related piece of jewelry. I advised I did like it but I wasnt interested in buying anything else at the moment. What I loved about this interaction with Eric is he didn't keep trying to push another sale on me as to where it puts me under pressure. He understood and continued on with the current sale. My interactions with Eric felt personable as well. Sometimes walking into certain jeweler shops you'll experience an NPC like interaction with the basic conversation. Eric provided me with a great personable shopping experience. I honestly appreciate the effort Eric put into my sale and would love to buy with him again. Eric made my whole experience completely enjoyable, which helped erase the guilt of spending money on a gift for yourself right after the holidays.

Conclusion - Shop with Eric if you're ever at this specific location! You...

I purchased a set of jewelry, while finishing the purchase the associate noticed the earrings were loose and said she was going to order a new pair and would call me when they came in. Long story short I never received a call and forgot to pick them up. Months later when I went to give the gift I realized they were not in the bag. When I went back to the store I remembered they were supposed to notify me when the new set came in. The sales associate kept trying to sell me a new pair. When I explained my hesitation because I believed I had nit received the first pair. He stated he would investigate check security tapes and call me. He never called. When I called customer service it took them 30 minutes to be able to get in touch with the store who stated I had picked them up that they had checked security tapes from months ago but no one called me to let me know. They could not provide a date and time I picked them up and there was no record of them ever calling to let me know to pick the earrings up on my phone records. When I was in the store there was no documentation that they ordered the earrings, that they contacted me to pick them up or that I picked them up. What kind of business would not have this type of documentation in 2024? Their answer buy a new pair even though I never received...