KAY Jewelers — Local services in Troy

I’ve never left a bad review anywhere in my life but this Kay location has done me dirty. A couple years ago I bought a gold chain from this store with lifetime warranty. Back in the fall of 2024, the chain broke and I dropped it off for repairs but a few weeks later I got a call that the chain was not repairable (can happen sometimes which is totally understandable) and that I could come in and pick a similar one for replacement. I picked one out in the online catalog with a lady named Sarah on December 2, and we measured the size I’d like to have it shortened to before picking it up in the future. I ended up paying $118 extra for basically the same chain that I had already bought previously including lifetime warranty. She told me she’d give me a call in 2 weeks once the chain arrives at the store. 2 months later, and I still hadn’t gotten a call so I reached out and they said there was an error and that they had never ordered the chain but they’d get it from a store nearby & that it should be ready for pickup the following week. Again, I never got a call about the piece and when I called asking about it, they said it had arrived. Today, Feb 26, I took the afternoon off to pick it up and the chain is in store but they never shorted it. There were no notes about the length we had previously measured so I asked for a measuring tape since I wasn’t sure if it should be 14 or 15 inches. She said “oh, you mean like a ruler?” And I said that would work (even though it’s eyeballing roughly as a RULER?? only goes up to 12????), I’d just like to measure and double check the length to be sure before having it sent out yet again. How does a high end franchise jewelry store not have a measuring device for chains??? Upon leaving, she said it would be ready in a week and a half, and that they’d call when it’s ready... A very unhelpful employee who was not friendly in the end and didn’t explain what I was signing for either. I’m very disappointed and can’t believe that after 3 months of waiting, I still don’t have what I’ve paid for twice and called about...

Kathy, the Assistant Manager is nothing short of AMAZING!! I had a pretty unpleasant experience at this location last year, left the review below and somehow it shows posted today (over 1 year later). Kathy went out of her way to find me in their system to contact me about the review - unsure if she was even calling the right person.

May not seem like a big deal but in my opinion, it's major!

Not just a generic "Please contact our store to speak with a manager..."... instead, someone who purposely provides STELLAR CUSTOMER SERVICE!

That young lady (from last year) wasn't a representation of what I experienced today. I appreciate the phone call.

(February 2023) Horrible customer service. I purchased two larger/bulkier chains sets online and had them delivered to the store. When I went in to pick up one of the chains (unfortunately the set shipped separately), the salesperson asked “what kind of order is it”, (stupid of me to not understand her question) so I responded with “it’s a necklace”… she snapped back “how did you order it!”, so I told her “online”. She goes in a drawer and sifts through a few clear ziplock bags and finds my order…. Takes out the necklace, which is balled up in a small black jewelry bag. She tells me that they don’t have a jewelry box for the necklace to fit in, as she’s detangling the necklace and ripping off some plastic covering. I told her that I’m not willing to give this gift tangled in a small bag which clearly sent her into orbit. She slammed the drawers from which she retrieved my jewelry and walked away for someone else to assist me. Funny thing, the next salesperson was able to provide me with a “big enough” jewelry box. I would say that I will NEVER be back to this location but unfortunately, I’ll have to return to pick up the rest of my order. That will certainly be my last time in this...

I want to share a truly heartfelt experience I had at Kay Jewelers in Oakland Mall, Troy, Michigan. I went in with a very sentimental, albeit inexpensive bracelet that was very old and in need of repair. It wasn’t worth much in terms of money, but it meant the world to me. My sister gave it to me many years ago, and since her tragic passing, it has become one of my most cherished possessions. From the moment I walked in, the ladies at Kay Jewelers were so warm, friendly, and personable. When one associate realized she couldn't help me with the repair, she didn’t brush me off—she kindly went and got another employee named Jennifer. Jennifer is nothing short of an angel. She sat with me, listened to the story behind the bracelet, and with care and compassion, helped repair it. She didn’t rush me, she didn’t treat me like “just another customer,” and she didn’t care that I wasn’t there to spend thousands of dollars. She treated me like a friend, showing the kind of kindness, patience, and professionalism that is truly rare. Jennifer & Kay Jewelers, thank you for your heart. You reminded me that genuine compassion still exists in this world, even in the most unexpected places. If you’re looking for excellent service from people who genuinely care, I highly recommend Kay Jewelers at Oakland Mall—and most especially, the wonderful lady named Jennifer. Sincerely, Robin Howard

The customer service A+ The professionalism A+ The Quality...