KAY Jewelers — Local services in Thousand Oaks

The ring was bought in December. Mid January we brought it back because the prongs were loose. I got the ring back 2 week after the repair. My husband had purchased the Insurance on my ring when he bought it. A month and a half later the entire main stone and setting fell off. Because I'm in the military my mom had to bring the ring once again to Kay jewelers. Shes employed and had to take time off of work to accomplish this. She expected to just drop the ring off and be on her way. That was not the case. She had to stay there while they were talking about the ring in the back room and took up her entire day while they figured out what to do. Kay jewelers made her feel so uncomfortable and they were treating her like she stole the diamond. All this is happening to my mom wile I'm on base and can't really do anything about the situation. They told us we wouldn't get a answer on the ring for 4 to 6 weeks. MY WEDDING WAS IN TWO WEEKS!!!. So my mom and father-in-law called corporate and told them the situation. After that, they decided to gave us a replacement ring. One month later my replacement ring has a loose main Diamond and setting once again, and they are putting platinum in it so it supposedly won't happen again. They promised the ring was going to be back in the store on the 5th and did not actually get back to the store till the 10th.

When I finally saw the ring with the platinum, it looked like a completely different ring! The before and after pictures are attached. Now it looks like the Eiffel Tower. I showed my husband and he was completely appalled and he would have never bought it if he had known this would have happened.

I asked Kay's if I can just return the ring because of all the hassle and I don't want to be accused of stealing another diamond. Not to mention the fact that I have owned the ring for 5 months and out of those 5 months it's been at Kay's getting fixed for a total of 2 and a half months(half the time I've owned it). Then when I do get it fixed it's a completely different ring.

I most definitely will not be letting my mom anywhere near this establishment because I do not want her to have to go through anything like that ever again.

I don't believe in their product anymore. They will not let me return the ring, so hopefully you won't see me on here again after they supposedly fix the now ugly ring again. Definitely don't recommend Kay jewelers to anyone who you care about. I have never been so disappointed in a product AND a company that sold it to me.

Before all of the trouble with my Diamond ring I had purchased a rubber ring for my husband which was a size 9 from this Kay jewelers. To double check that it was the right size I asked the clerk to make sure that it was a size 9. She informed me that it was a size 9. Even said size 9 on the receipt. I sent it to my husband through the mail because he is stationed overseas. The ring was to big! He went to the nearest Kay jewelers and they told him that that was actually a size 10. He had to wait another two weeks for the new ring to come in the mail. At this point I don't know if it is Kay jewelers as a company or if it is this...

This is specifically for Thousand Oaks store. We came here from Northridge due to copious issues over 4 months (I will review them separately). Lay customer service sent us here. At first Pedro eased a lot of tension. After explaining all the issues we experienced, we were assured that we would be notified as soon as the rings were in. He promised us that we would be notified and specifically added my wife’s number in case I could not be reached. (This was one of the issues we previously had) He made us feel confident and maybe trust could be rebuilt. The ring showed up in store October 4th. I had to call October 19th. I was told it was in and “they” tried to call me and the call did not go through. I do not delete anything on my phone and there was no call. My wife was never called also. When I went in, I was treated poorly because I asked to see the note. The lady that helped me said there was no note. When I came back to speak to Pedro, he said there is a note, but he won’t show it to me. I have been a life long customer of Kay’s and they do a great job when you are buying.. but their service is beyond horrible. IF there is a note that said they couldn't reach me, why wouldn’t they show me that? Trust but verify, right? Unfortunately, I will return every six months for the required inspections, but I will not purchase from any Kay again. In addition, not specific to this store: do not buy the insurance on tungsten rings. My diamond cracked and is damaged. We paid $86 for the insurance. Since they don’t repair tungsten rings, you have to rebuy the insurance when they replace it. We bought the ring for $230.00 and $86 for insurance. If I wanted to replace it I had to buy the $86 insurance again.. so I basically would have paid $170 for the second ring. It’s just not worth it. Pedro was kind. But unfortunately kind does not make up for repeated service failures and lack of effort to...

If I never had to do business with these people here ever again it would be TOO SOON. Kay is literally the WORST customer service in the entire world. I've never been to a Kay and had great service. I thought this one was better because I have never had any issues with them before but then come in today and get the absolute WORST customer service from the lady in here who claims to be a store manager, HA! I've dealt with a male in here before and he was always great with every service I've had and then not to mention she goes and talks about me to the other worker who is with ANOTHER customer and have them all look at me while they're talking. If they want to state "company policy" in my face then I think they should be training all of their employees on their policy because it's different every time I come in here and see a different associate. Then we get it situated and the "store manager" proceeds to say "please don't come back" as we're walking out & continues to talk about us to the other customers. However, my husband’s name was nowhere on the repair slip so they should not have even needed him to release the ring but apparently they did. Needless to say we will be contacting corporate regarding this store manager. If you want to call yourself a manager then you should probably act your age, which is clearly old enough to know that you don't react that way. By the way her name is Hammy Henderson. If I were you, I'd completely take your business elsewhere and not even fall into the trap with...