KAY Jewelers — Local services in Tullahoma

We purchased a ring on 2/23/24. We never heard from the store unless we went in to ask about it is coming back and was told multiple lies. Finally, 4/8/2024 they found our ring and rushed us out of the store after informing us this was a replacement because the jeweler destroyed the original. After inspecting the ring, the diamonds had been shattered, the band was so thin it was split, the structure of the entire ring had been compromised. On 4/9/24 we were issued a refund and told 10-14 business days a check would come for the full amount. It still has not come. Coporate gives the run around every time we speak to them. They cancelled the first check because it did not show up and was supposed to issue a new one, but it still hasn't been mailed out as of 6/25/24. They refuse to send it certified or to the store to guarantee arrival. A manager at corporate will not speak to us. The manager of the store lied the entire time and says now she cannot help. The district manager is no help and fully backs her store manager despite having proof we were lied to and jerked around this whole time. NEVER buy anything from them because they will lie for a sale and never back up their policies.

• There was NEVER any phone communication from you or anyone at the store! I pulled phone records and no calls were received nor was there ever voicemail or email communication. The only communication we received was when we came in to check on the status of the ring which we were NEVER told the truth. Had your store and jeweler been honest we would have been more understanding. The day it was picked up: you had it wrapped and ready to go before we got to inspect it, and had you done a thorough inspection you would have seen all of the damages. If it passed your 6 point inspection than you either did not inspect it properly, seen the images but thought we wouldn't notice, or just didn't care after you were caught in a lie. It was also asked about going back on the card and you advised that it could not go on a card, but because of the amount, it had to be sent by check!!! So here we are with poor customer service, poor quality work, a returned damage ring, and no money still. Therefore the review will stand as it is...1 star for the company as a whole. With the pictures and recordings that we have from the interaction and ring. No amount of lies can cover up that they will say whatever to get a sale. Instead we spent twice as much with better quality and better customer service at Woodard's in town and...

Went for my regular cleaning and inspection (never missed one in 7 years) and asked about resizing since I’ve lost weight. An enhancer caught my eye and decided to upgrade, the lady was excited because it was part of a 30% off sale, but then ended up not actually being on sale. I wanted it, so frustrating but whatever I bought it anyways. I asked about sautering it together, how that would look, would it void warranty, etc and they assured me it wouldn’t. So to recap they were taking the ring to 1.resize 2. Fit to enhancer 3. Rhodium dip 4. Sauter together and said it would take 3 weeks. Fast forward, I just pick it up and it’s falling off my finger, they resized the enhancer and not the engagement ring (is it normal to have different sized rings for the same finger??) and fitted it together, but did not sauter it. So it’s too big and not sautered. When I mentioned this (to the same lady that helped me prior) she said it wasn’t in the notes (even though we had extensive communication about it) and jokingly said “well it was a free service so we can send it back I guess”

I’m beyond frustrated that it being a free service apparently negates the service at all, that they had it for over two weeks and only did 2/4 promised services, and am going to another Kay’s location tomorrow to I guess send it off again in hopes that another location can communicate/complete...

Wonderful place to buy jewelry. KARISHA, and Joanne are amazing. These wonderful ladies will take time to answer all your questions and are very patient especially with a undecisive shopper like myself. They both have taken their time to help get my product sized and fitted to my satisfaction. I have bought many items from this location never once had an issue. Wonderful place to shop with amazing friendly people and great customer service. Staff always makes you feel welcomed. 5 stars...