KAY Outlet — Local services in Town of Niagara

Absolutely amazing customer service at this location from Sarah K on the floor. One of the previous sales representatives sold me a mistagged “Magic Glo” wedding band with a Neil Lane tag on it by mistake. I hadnt had time to fully assess the band in store (as I was in a rush), and I just saw the Neil Lane tag on it so I thought it was the correct ring upon having it boxed up. The sales representative at the time also reassured me this was a Neil Lane band when infact it wasn’t.

When I had gone out to my car to leave, I decided to exam the band a little more closely and take a picture to send to my mom, letting her know that I finally (after months of searching) found the matching Neil Lane band to my Oval Halo ring. My matching band (as well as all Neil Lane products) have been discontinued throughout Canada and this was the last store in the United States that had it available for in pickup and was within a 4 hour radius to me.

What brought on cause for concern about the integrity of the first band was when I immediately noticed that this ring was not stamped the same as my engagement ring with the “Neil Lane” on the inner side of the band but rather “Magic Glo” (a Jared brand). I brought it back in right away with the receipt, (Thank heavens I noticed before I drove 4 hours back home) in which Sarah, the manager was available on the floor and she did everything in her power to make it right for my fiancé and I. She reached out to her customer service team through the call center in an attempt to get this rectified as quickly and as fairly as possible but unfortunately their hands were tied. She advised me that they said the original Neil Lane wedding band that I was supposed to receive that day would’ve had to of been transferred from another out of state store overnight which would’ve meant me driving all the way home, 4 hours away, and then back to Buffalo the following weekend as they will not ship internationally. The other option was that I could take a refund, wait 5 days for it to return to my Visa and go home empty handed. Both options were disappointing and Sarah wasn’t satisfied with either. I felt hopeless as I drove all that way and called in advance to ensure my wedding band would be there. At this point, I wasnt about to go home empty handed after that long drive so I pointed out a brand new Neil Lane wedding band in the display case that retailed for $1450.00 more than the original band I picked, and offered to pay the difference in price on this ring just so I had a band, and didnt waste my whole day driving. She then said “I’ll tell you what... if you’re willing to take that new one in the display case today, we can do an exchange for you, free of charge. I want to make this right, no additional cost or inconvenience to you”. This warmed my heart so much to see someone be so generous for a complete stranger, and to go out of their way to make it right.

I didn’t have to pay the difference on the band that I paid for earlier, or any other cost at all. Most jewellery places in Canada would never go that extra mile to make things right for their customers, so it’s nice to feel valued, and cares about. I will definitely recommend all my friends to go here as well as continue to shop here myself on my...

I had the worst experience here. Kay jewelers caused so much stress before my wedding. I brought my engagement ring and wedding ring in to be resized on July 10th since they were too big. They had to send the rings to another store and I was originally told they would be ready to pick up in five weeks. They called me a couple days before I was supposed to come in and said it would take an additional two weeks. When they finally came in, the rings hadn't even been sized down! If anything, they felt like they were made larger. Brenda at the store lied and said that she wanted to go smaller but I didn't want to, which was not true! I specifically told her that I wanted them smaller and that I trusted whatever she thought. I did not appreciate her lying to avoid owning up to their mistake. She sent the rings back and said it would take another four weeks to have them fixed. I called the store back the next day asking them to just give the rings back WITHOUT changing them since that would be cutting it way too close to my wedding day. There was poor communication throughout the entire process, they refused to give me the phone number of the store they sent the rings to or any tracking information on my rings even though I asked them to get that information from the other store multiple times. They ended up resizing the rings again even though I withdrew my consent for them to work on them and told me they'd be ready to pick up September 6th. I went in on the 6th and they still weren't there! I was told there was a misunderstanding and they'd be there soon. I didn't even get the courtesy of a phone call to let me know. I finally have my rings back and will never be returning to this store. Horrible customer service and the time it took and the whole process was completely unacceptable. I would not recommend this store to anyone and would not advise anyone to trust them with...

Thank you Kay Jewelers for helping me start the first step in being with a woman who I love love LOVE! I have the same feelings I had for her when we first met. She is everything I have ever wanted in a lady and honestly more. More that I never thought I wanted but loved and you guys helped me get the perfect engagement ring. I walked in your store uneasy, not knowing what to expect. I had a budget and with my anxious personality I was preparing for an uphill battle and said to myself "don't expect this to be smooth sailing. However Eva was so nice from the moment I walked in the door. I wasn't even prepared to show her and the other people working what I was looking for because the picture of the example I wanted was on my phone and the thing was so slow but they made me feel at home and at ease and one thing led to another and I walked out with a ring that I had ordered to the store that was under the budget I had anticipated. I want to send my sincere thanks to Eva. Take note Kay's Jewelers, you have a tresure in Eva as an employee, though I will say all three of the ladies I encountered when finding the engagement ring. Men if you are trying to find an engagement ring for your lady go to the Kay's in Niagara...