KAY Jewelers — Local services in Town of De Witt

I received non-existent customer service by Marshall's Plaza, DeWitt store manager Cody. Unlike previous dissatisfied customers I would assign a negative 5 stars. In a nutshell, I purchased a bracelet from Kay's site on-line, which came with a Full return and refund policy at ANY Kay's store as listed on-line AND on the shipping packing list. On my first interaction with store manager Cody, he advised me that the bracelet was a custom order made especially for me and thus was not returnable for refund or credit. I tried for at least a half an hour to explain to him that it was not custom and was/is in fact offered as regular stock on Kay's site for anyone to order. He made no effort to to check on-line to validate or disprove what I was saying. His constant response was that it is a custom piece and nonreturnable and not refundable. I left his store totally frustrated with his TOTAL lack of customer service. Once home, I called Kay's customer service 800 number and was told by CS Rep. Teneisha that the bracelet is current stock, fully returnable at ANY store and she would call to approve the return to Cody's Marshall's Plaza, DeWitt Kay's store. I once again returned to Cody's store to return the bracelet and had in my possession a screen shot from Kay's site showing the bracelet being "current stock". After allowing me to cool my heels for over an hour while his male associate sprayed and wiped off counters, Cody then gave me a half-hearted greeting. His response changed from "it's custom and nonreturnable" to "I can't process your return as I have no means to do it and I'm not in anyway authorized to do it". The best he would offer was to have Kay's Cust Svc e-mail me a UPS shipping label for my return, not his, of the bracelet. He wanted NOTHING to do with assisting me. This was just one more instance which demonstrated a total lack of ANY customer service extended by store manager Cody. Yet another 1 1/2 hour wasted in attempting to return a $137.40 bracelet. I shutter to think of what his and this store's response would be to the return of a "stock" $5,000 diamond ring. After departing Cody's DeWitt Kay's store, I proceeded to the Kay's Jewelers location in Destiny Mall. Within 4 minutes after arriving, I successfully returned the bracelet and had my refund receipt in hand thanks to the two lovely ladies who worked there. No problems! Theirs was 5 star customer service but that's a different store with a different attitude. It is quite evident to me based on previous ratings/reviews and my personal experience that Marshall's Plaza, DeWitt, Kay's store manager Cody goes out of his way to make a sale but his post-sale customer service deserves a well earned negative rating. As has been said, "Caveat emptor" when dealing with Cody...

By far the worst company/business I've ever had to deal with. I've been dealing with an on going issue since April 2022. I was in a personal situation and ended up being with someone who was not a good person. He wanted to try and do something nice for me but his credit was terrible so I offered to help out. The only person that we dealt with at the story was the store manager Cody. On top of the purchase, he added without my consent, a $300 donation to a charity. I never actually bought the items and was able to return them to the store, full price, as soon as they got to the store. Even though I wanted to cancel the order before anything was ever started, but was told no by Cody because the order was already shipped out of the store. So instead of saving themselves time and money, they went through with something that I did not want. Then when I tried to tell the other store employees about the donation that I never knew about nor put a single cent down, they simply told me, there's nothing they can do because it's a donation. I have been dealing with their billing/credit card company since April and nothing has been done about it until just recently. I was finally told by 1 person that I had to basically appeal everything and they will see IF they can do anything about it. But on the backside of this, my credit score has gone down nearly 200 points because of them and refusing to pay for their mistake. Kay Jewelers is BY FAR the absolute worst company I have ever come in contact with and I will be sure to tell every single person I know to avoid this company at all costs.

UPDATE! CORPORATE REFUSES to help out their own customers when none of this was the customers fault to begin with. Let's just hope the billing people aren't as s* of people like the store manager and...

This Kay Jewelers does not stand by it's warranty or word. Under the Lifetime warranty that I have, sizing, repairs, and stones are supposed to be covered at no cost to me. I have faithfully taken my ring in for inspections and cleanings even though I have not been able to wear it due to the arthritis in my hands swelling my knuckles up, so it has been sitting in a box for a few years. I have taken it for inspections for years to keep the warranty active, however, for the past couple of years they insist that a ring that I have not worn needs work and that I have to pay for out of pocket as they will not honor the warranty. This has been expensive for me as I trusted them and paid to have the work done. The last time I took it in I was once again told that it needed work "not covered by the warranty". I explained that a ring sitting in a box could not possibly incur the damage that they were trying to charge me for. When I refused to agree to the "repair" which I believe was supposed to have been done previously they did not record the inspection and cancelled my warranty, even though the store records show that I had taken it in that day and their "findings". Contacting headquarters did nothing to resolve the issue as they say there is no record of my last inspection (even though the store has a record of it) because I did not agree to having the work done and that if I did not agree to spend the money for the unnecessary repair they would void the warranty. After wasting hours of my time trying to get them to resolve this, I gave up and decided to continue keeping the ring in it's box and let the warranty go as it was not worth the hassle ( another one of their tactics?). I DO NOT RECOMMEND THIS KAY JEWELERS...