KAY Jewelers — Local services in Victoria

I’m going to give my rating based on my final experience with Kay. (My jewelry store has been Kay since we purchased my wedding set in 2009. I send it off yearly to get redipped. This year, they sent it back to me severely damaged. The manager Veronica and I had a bad interaction when I picked up my rings as I was upset and wanted immediate answers, she could not give. I opened a case with their parent company Signet and was told 3-5 business days before they’d even begin to review my case. I was still upset the next day, esp when a Facebook ad popped up for Kay. So I left a comment about my damaged rings there. By that afternoon, I was contacted by a Signet specialist and she had a resolution to my case. (Bypassed the whole 3-5 days by commenting on Facebook negatively) We waited a few days until we could go to a local jeweler to see about purchasing a new set. Once we did that, we took Kay up on their offer of giving me today’s value to replace my set. This way, I could resell it or something and just be done with Kay all together.) So now that the background has been set, we dealt with Karen the assistant store manager (she has definite customer service skills and deserves to be the manager by far!) she helped us for almost 2 hours. Showing us anything we wanted to see, giving us suggestions and so forth! Made our final shopping experience pleasant. While our local store failed/excelled (failed by letting a “repaired” set go out to a customer in the condition it was in) and obviously excelled in the end, we still want nothing to do with Kay. We learned they send repairs off to mult Jewelers in their network, and therefore we experienced one of the inexperienced Jewelers “behind the scenes” that I can not take my frustrations out on. A wedding set to me is meant to last forever, not be upgraded or traded. I’m finally getting over the sentimental loss of it, and learning to love my new beautiful set from the local jeweler...who will never have to send it off, as they do repairs/radip...

BEWARE we were lied to from the moment he told the sales woman what he wanted. We were sold a ring we could not change out the band on, but were told we could,no problem. We were asked to do a full return on our ring then pay an additional $2,000 to switch from white gold to yellow. I was told we could order a yellow gold band, almost identical, and it would be fine. I drove an hour and a half, one way, back to the store and they ordered me a thinner, cheap, not identical band. I asked to speak to the sales woman we had been working with and she wasn't there, like she said she would be. I asked to speak to the manager, who said she would be there as well, she wasn't. I asked to return the band so I could go. I didn't get an return email or a paper receipt. I was in my car when I realized this so went back in. The return hadn't been done! I had to sit there while it was done and received my paper copy. My email came an hour later. All this store cares about is selling what they can and not taking care of their customers. We have a beautiful diamond yes, but we will now be going to another jewler to have my ring properly sized and remounted without the gimacs and games. We were so disappointed in how we were treated! And let me tell you the hours we spent on the phone trying to resolve this peacefully, only to be told lie after lie. Find yourself a local jewler and save yourself the headache and heartache. Not to mention...

We are beyond grateful for the incredible service and kindness we received from Sonia during one of the most important moments of our lives. From the very beginning, she went above and beyond to help us pick out the perfect wedding ring — something truly gorgeous that we’ll cherish forever. But what truly set Sonia apart was the way she handled a last-minute hiccup. When we found out the ring was still out of town and wasn’t going to make it in time for our big day, Sonia didn’t hesitate. She personally went to pick up the ring herself to make sure we had it in time — and then went the extra mile again by hand-delivering it to us on the evening of our rehearsal. Her dedication, warmth, and personal touch meant the world to us. Thanks to Sonia, we were able to step into our wedding day with everything just right. 💙 We can’t thank her enough and would recommend her to anyone looking for not just amazing jewelry, but exceptional care and service

-Mr & Mrs....