KAY Jewelers — Local services in Town of Horseheads

I don’t normally have issues bringing my ring to Kay’s so I was surprised that this time was such a cluster. I took my ring in to have a stone placed back in that fell out, I’ve had the same stone replaced a few times by Kay’s so I knew that could do it. I brought it in and went through the standard things. Was kinda concerned when a stone replacement which usually was 60-70 dollars all of a sudden was 400 estimated. Associate explained that some things had changed with the service center and that those were their new prices. I understood that and still agreed, I was told that they would call me and let me know what the actual price would be once my ring arrived and was inspected at the service center(roughly a week). I gave my ring to them on 4/27. I received an email on 5/2 saying my ring had arrived I waited a week and heard nothing from the store.I called on 5/10 asking for an update and was put on hold (understandably) then was told that they had no updates and would call me back and would get in touch with the service center. Heard nothing from them the rest of the week. On the email I received on 5/2 it said that my ring should be back on 5/15. I called again on 5/15 to the store to no answer so I messaged the online team who also had no information but would get ahold of the store. Later that day on 5/15 the store manager called me and told me that my ring would be in in a week with the stone replaced free of charge which was nice. However when I picked up my ring the color was completely gone. When I took my ring in it had a rose gold color, when I received it it was completely silver. Along with that the ring spacer (which I’ve also given them multiple times and they’ve given it back) was also. Gone. I’ve NEVER had this issue the other times I’ve brought my ring in and had the stone put back in so I was shocked to see the color of the ring. I took the ring and left cause in the end my ring is fixed but not in the condition I left it in. the store manager for understanding the hassle because he was pleasant and understanding of the whole situation but I left...

I would like to thank Mr. Rex Martin for all of his assistance in purchasing an engagement ring. The ring was one of only two remaining available for purchase. But there’s a lot more to the story. I now live in Colorado, obviously Rex’s store is in Horseheads New York. I purchased a necklace for the same beautiful lady in December of last year while I lived in New York…. She lived in Colorado. Rex ordered the necklace made sure it was delivered to her by Christmas, he went above and beyond. Not to mention I’m difficult to deal with at times. Rex earned my respect and gained a loyal customer. This same beautiful lady fell in love with a ring from Kay’s that she had seen in a Kay’s in Colorado. I had promised Rex if the time came that I was looking to purchase a ring, I would go through him and him exclusively. The time has come. I contacted Rex with pictures of the ring. Rex found the ring, that there were only two still available for purchase by the way. The ring is being sent to his store where he will handle having it sent out to be sized and then shipped on to me in Colorado. Rex has went above and beyond to help make all of this happen. Through him I have realized that there are still people out there that have true customer service first and foremost. Kay jewelers should appreciate the manager that they have, Rex Martin is a man of integrity and true...

I bought an engagement ring here (800 down 1400 to make payments on) and it’s been to much of a hassle. I never got my Kay card in the mail, and every time I went in to make a payment, they had to get all my info from me. Name, address, social, dob. They would enter it all in and say “ you don’t have an account with us” which then one girl recognized me who sold me the ring, but was no help at all. So they have me repeat my info 4 times like that’ll help then an old guy comes over and somehow found me in the system. I wouldn’t mind Kay’s if this didn’t happen the last 6 times I went in to pay. Each time it’s the same thing and if the right person isn’t there, “they can’t help me because I’m not in the system”. Terrible experience, go...