KAY Jewelers — Local services in Town of Hamburg

The employees dgaf about customers. My bf and I went in 2 weeks ago. I told the employee exactly what birthstone ring I was wanting, she showed me 2 others on the computer and didn't believe they even carried the one I wanted. Once I told her their website actually shows it and showed her on my phone she took my order. She took my phone number and email. Last time I ordered a ring in store was 7 years ago, so I waiting for her to ask for a name for the order. When she didn't I assumed she brought up my account using my email. Apparently, she didn't. She put it under his name because he was paying. Not once was this said to either of us. She said we'll get the receipt via email, which never happened because she didn't enter my email correctly. I don't even know what email she did put, because the store employees won't tell me or fix it since it wasn't in my name. I called today see about picking it up and that is when I was informed that even though I was the one who she spoke to and got information from, I am NOT the one who placed the order. My bf is on the order. Which I didn't know until today. I told the person on the phone at the store, that I didn't know that because she entered the email incorrectly and never told us who's name it was under and that he works overnights and sleeps during the day, so he can't pick it up. She told me "There's no way to know who helped you with the order since it was placed online. It's policy for it to go under the name on the payment. You can't pick it up. I don't know what else to tell you" I said "Is it policy for your employees to not give the customers this information or to verify correct emails upfront when placing orders?" She said "All of my employees have worked here for 20 years. You placed it online. I can't help you. You have to call customer services for further help." I didn't place it online. I placed it in store with a lady who didn't even know they sold that style of ring. Which they also sold 7 years ago. I am calling customer services, because people who work there for over 20 years should know to verify information and tell customers who's name the order is under WHEN THEY PLACE THE ORDER, not 2 weeks later with a dgaf attitude. I also got the warranty which is now useless since I probably won't be able to use it because I'm not...

Stay away!! I bought my wedding ring and have been working with Kay to ensure it's maintained. What I have ensured is constant issues with my wedding ring. I had one of three small diamonds re-seated in late 2015, early 2016. In late 2016, a diamond needed to be replaced because it had fallen out and I could not find it. I picked the ring up in January 2017 with a new diamond however it was not a match to the previous ones. I was not told this would be the outcome. I then brought the ring back in to the store for routine inspection to keep my "warranty" intact and was told all the stones were loose. After reminding the employee that I just had one of the stones replaced in January 2017, he rescinded and indicated that they weren't all loose. He then proceeded to re-shape my ring in the shop by forcing down on a ring sizer. At that point I should've collected my ring and left. Instead, the manager intervened and indicated that Kays will cover the work that needs to be done. A number of days later, I get a call from the same employee indicating that $300 worth of repairs is required to secure the stones because the entire channel they sit in is so worn out it needs to be rebuilt. WHAT?? The ring has been in the shop twice in the last year and at no time was anything mentioned about the channel and now an expensive re-build must occur in order for the warranty to remain in tact. The employee I had the unfortunate experience with not only was looking for a sales opportunity but had no intent of providing reasonable repair service. I picked up my ring after having to call and remind them of their job because they forgot to ship it when they said they would. While in store, I expressed to that same employee that "Kays could have done a better job and provided better customer service". No response, not a care because I don't think customer service is a part of their culture once you buy their product! Roll the...

Zero stars if that was an option. Not impressed with customer service. My husband purchased a diamond emerald bracelet for me for out 20th wedding anniversary. He did buy it online from Kay's. It was too big for my wrist and needed to be sized. I checked online to see if they did in-store repairs at the McKinley plaza location and the website indicated they did. There were two women there and I indicated I needed the piece sized - probably consisted of removing 5 or 6 links. First thing they said was it would be $135.00 to resize. I said wow really that seems like a lot. I was then asked if a warranty was purchased, I said no. Apparently if a warranty was purchased they would resize it. I said there is nothing wrong with the piece I just need it resized. They just looked at me with a blank stare and repeated without the warranty the cost of "repair" would be $135.00. The woman I believe was the manager was just sitting in a chair a younger person was at the counter but deferred to the woman sitting in the chair who never got up and came to the counter. Very unprofessional. She supposedly made a call to someone to confirm that that was their policy. I'm not 100% sure she actually made a call. I went to a local jeweler and they did it for $25.00 and it was perfect. Sorry for the long post and rant but I feel this was unacceptable and we will not be going there for any...