KAY Jewelers — Local services in Town of Wallkill

I have been a customer of Kay jewelers for close to 40 years. I have purchased multiple pieces over the years which included lifetime warranties providing I have the pieces inspected every six months. Recently a diamond fell out of one of my rings. When I brought it back to the store, the manager told me that the diamond would be covered, but the setting would not and the cost would be $400. When I told him that I had other rings that had lost diamonds, and I was never charged for the cost. He told me that my warranty does not cover the setting and that I would have to purchase another Warranty for the metals. I showed him my original warranty, which states that Kays will repair or replace the setting in which the diamond was set. He still insisted that I needed to pay to have it reset and only the diamond was covered. At that point, I took my ring home with me and contacted Kay’s customer service and they escalated it to the warranty department. (case number 09953859). This representative was helpful at first. She told me that they would fix the ring as a courtesy, but I did not feel it was a courtesy because my warranty clearly states that it is covered. When I express this, she asked to see my warranty, which I sent to her by email . I brought the ring back to the store, and the manager still claimed that it was a courtesy. I have been trying to contact Sarah to clarify that my warranty is valid as it is written. My concern is that if I have this problem again, I will have to start all over again. Once again, I would like to say that I have been dealing with K jewelers for close to 40 years and have never had a problem until now. I don’t understand how a lifetime warranty can be changed after 40 years. I have multiple pieces and I never missed a six month inspection. I feel as if I have wasted 40 years on...

5/5 stars for the staff and and management of this York Kay Jewelry store! My husband came in and met with a new hire, Saphire-in fact it was her first engagement ring sale. He had gotten me a promise ring and showed her a picture of the 3 stone emerald cut ring. He had a specific date in mind, so he wasn't sure of my size but Saphire and her Assistant Manager, Aleecia, told him about the Forever Cherished Plan, which included free lifetime sizing as he didn't know my ring size! But because I am petite they at first were not able to size it correctly as the standard policy is up or down 2 sizes and size 7 is the standard size of their engagement rings.

Well, Aleecia put in a "rush order" claim to see if they could have it sized to my exact size. At first we were told, no... but they were persistent and went above and beyond our expectations and not only did they resize my original engagement ring, which is stunning by the way, to my exact size, but then they put in a special order and recast a brand new ring for me in the exact size I needed, so that it matched with my wedding set! They went above and beyond. And Jon Covell, District Manager, made sure everything went smoothly and kept us appraised of timing and made sure we were 100% happy! These ladies and their manager, Jon truly made shopping at Kay's a wonderful experience. Well done! Mr. Matthew & Mrs....

I have never seen a business like this place. My daughter got engagement ring from her boyfriend of seven years. She was so excited to be getting engaged. Her boyfriend bought her a $5,000 - $6,000 engagement ring from this shop. She was so happy. In 3 to 4 months the setting cracks on the top which in itself is ridiculous for a ring of that value. Her boyfriend brings back the ring and they decide to fix it instead of replacing it with another setting. So ok they send it out to get fixed meanwhile there's engagement party and noone gets to see the ring. Takes weeks to come back her boyfriend gets a call to pick it up. he goes to pick it up and the ring is still cracked. My daughter is so sad when this should be a very exciting time of her life not to mention the embarrassment she had to face at engagement party. when she called management they not only had no apology they were out right rude. This ring was not cheap and they should have did everything they could to make it right for her. if its fixed it will most likely crack again but they wont make it right. I would not recommend this store to anyone trying to have a special engagement because it can ruin a very exciting time in...