KAY Jewelers — Local services in Town of Greece

Any review that I do about a retail business will always be based around the leadership because they're ultimately responsible for what goes on with the day to day operations. Over the last 2 years, every experience that I've had at this Kay location has gotten worse and worse. Last weekend's interaction with one particular employee assured that I will never step foor in this store again.

I bought my wife a Leo diamond ring, and she gets scheduled inspections on it twice a year. It's been sent back in the last year for a stone missing from the band, so she is extra conscientious about inspecting it closely. She thought she was missing another stone from the band, so while we were Christmas shopping, she wanted to stop and have it inspected. We walked in, and whoever the only male employee was that was there on Saturday 11/25 was extremely rude to my wife. When she asked him if she could have it looked at, he acted as if he had better things to do and reluctantly took her ring... held it up to his eyes and said it looked fine. When she asked him to give it a thorough inspection, his response was... "I mean, I have perfect vision so I can see if something is missing, but if you want me to, I'll look at it." He took my wife's ring behind the counter for 30 seconds and came back and said it was fine.

I have a suspicion that this guy is one of the managers at this location and if he is, Kay Jewelers should be utterly embarrassed to have this person representing their organization. Not only should this person not be managing a store, but he shouldn't be working in customer service in any capacity. I will not spend a single dime or millisecond of my time in this store ever again.

And for what it's worth, there's no need to respond to me telling me that you're sorry for what happened and that you want to make it right because there are countless reviews before mine stating the same things about this store's staff. Yet, they remain. Kay's executive leadership is content with what they're offering the public as "service," and they should be embarrassed. Customers who spend their hard-earned money at this store deserve so much better than they're getting. If you're reading this, do yourselves a favor and drive to another location to spend your money... even if it's...

The people at Kay’s have always been nice to work with but this past experience I had takes the cake. My very unique engagement broke for the 2nd time and after waiting 3 weeks for it to be fixed under the purchased warranty it arrived, but was still not fixed. I worked with store manager Joe as he broke the news that my ring couldn’t be fixed. Saying I was heartbroken was an understatement, as this was my dream ring that I was lucky enough to find & have my Fiancé purchase 5 years ago. Joe kindly explained why it couldn’t be fixed and what my options were. Joe did not pressure me one bit & took the time to talk to me & listen. Essentially I had to find another ring when no other ring could compare to the one I had in looks & style as well as sentimentally. Joe encouraged me to take my time and provide me with other avenues such as an upcoming show & checking online. Even when my daughter found the piece to my broken ring & I immediately brought it in with my hopes high & certainty that it could be fixed. Joe made sure to explain that we could send the ring in but no guarantee it would look the same or be fixed completely so that it wouldn’t break again like the 2nd time. He offered to me to still look at replacement options while still sending my ring out as a just in case which made me feel assured that the decision I needed to make was purely mine with no pressure. Ultimately I made the decision to replace because I could not bare to have the same thing happen again and be right back in the same situation. TLDR.. JOE IS AMAZING! And so is the Kay’s Jewlers store at Greece mall! What could of been a horrible situation was made so much better just by working with Joe taking ownership and responsibility with compassion and understanding. You don’t find that at a lot of business or with store managers, but with Joe I tell you he is THE BEST! I will never shop anywhere else because of Joe & the transparency. I appreciate EVERYTHING in a way words cannot express. ..Joe needs a serious raise!...

I purchased a men's ring. It has to be special ordered. After I paid for it I was told it would take 4 weeks, but they would put a rush on it. The sales person was either a James or Rob, maybe Jay (oops) he is a smug jack a%& ??? not sure Four weeks later know one followed up. Called and spoke to Ericka would looked it up, no other info. provided on the status. She said she would put a rush on it and call us back with the status. When we did not hear from her we called the next evening. Someone picked up the phone loudly said "hello" and set the phone down. Know one ever picked it up again. I could hear the staff chatting away. Called a second time and it happened again, the third time know one answered. Called the customer service line, the rep. did not seem concerned that I was having a issue. She called the store herself, came back and said the manager said "she would look into and call back today (Saturday or on Monday). OMG - someone at this point should have been able to tell us the status of the ring after 4 weeks. I had enough, brought the receipt back and requested a refund. The staff was sitting behind the counter at least 5 of them, doing nothing. The sales person who sold us the ring, was smug and acted as if it was no big deal that they had lost our business. When I mentioned the phones he said "it's the day after black Friday we were busy. This was 15 minutes before I came to the store. There were no customers in the store. I will never shop there again. Based on previous reviews I don't know why some of the staff that work there are still there. I did try and take the survey that it noted on the bottom of the receipt and for some reason, the site wouldn't allow me to. I finally called the 800 # for Kay's. The women was very apologetic, she took my complaint and I was offered a gift card. Bottom line poor customer service as noted in previous review on the Kay Jewelers in Greece Ridge Mall. TO bad the CEO couldn't...