KAY Jewelers — Local services in Wauwatosa

The only reason this place gets a single star is because the end result was a nice enhancer for my engagement ring, but I had to go through H*LL to get it. My engagement ring is from a different store, and the difference in customer service between the two is incredible. From the beginning we were pushed to get open a line of credit with the store, which we said no to. We were charged $229 to size the enhancer up, and while the ring was at the shop being sized we received a call saying they made a mistake and should have charged us double that because "technically it's two separate rings." I of course said no, I'd rather not pay over half the cost of the ring just to size it up (we were charged nothing by Rogers & Hollands to size my engagement ring up) and wanted a refund, at which they said nevermind they would just forget the extra charge and do it anyway. Then we received another call saying there was a delay at the shop and it would take longer to get it back. When I went two weeks later to pick up the enhancer, my engagement ring did not fit inside. The lady looked at me and asked why I didn't send my ER out with the enhancer?? I said, well, because YOU never told me I would need to! So they "rushed" my ring out with the enhancer and said this time it would only take 8 days to get it back. I told them I was nervous just handing them my engagement ring and she looked at me like I was crazy. 6 days into that, I received a call saying that I had to approve the way my ring sits into my enhancer, so they texted me a picture and I told them yes, that it looked fine and to send it back. The manager said they would call if it wasn't going to be in that weekend. I went two days AFTER they said it would be in, and the girl told me it wasn't there and that it was my fault because I never called them back to ok the picture. I told her I had spoken with the manager and she was supposed to tell the shop to send it back, but she apparently forgot to do so! So I had to wait an extra FIVE DAYS for them to "rush" my ring back to me. At this point the girl tells me, by the way, we have a $340 BALANCE on our account. I told her that is ridiculous, I had already spoken to someone about the $229 and was told we would not be charged it, and that I had no idea where the extra $110 was coming from?! She tried to call me out on lying, then said she would "talk to someone about it," so I called Kay's customer support to sort it all out. They ended up not charging me the extra, but I was miffed that they were trying to put ridiculous extra charges on me. I went today to pick my enhancer up after it was FINALLY back in, got home and realized a ruby had fallen out of my engagement ring! I called Kay's and it took 5 calls for them to pick up the phone. Then the girl tells me it was MY FAULT because it must have fallen out on my way home from their store, since I didn't notice it missing while I was there. Luckily I know Rogers & Hollands will fix my engagement ring ASAP no problem, but seriously?! I have worn this ring for a year and NEVER had a stone fall out!!! The bottom line is the communication within this store SUCKS and DO NOT EVER give them your own jewelry because they will tamper with it and blame it on you. I want to return the enhancer altogether but I don't have time before our wedding to have a new one made. I should have stuck with Rogers & Hollands from the beginning, they treat me well there. I would never have expected to go through such a hassle with our wedding bands. Stay far away from this store...

Very disappointed went there once to get a necklace fixed. There was young lady helping me she was having problems trying to get a repair tkt under my husbands account so I explained to her that. Patrick switch it and made one under my name cause he was having the same problems. Hazel the older black lady came over and was all what we doing like I was telling the lady to steal something for me. Was watching me the whole time like I was going to shoot someone!!! Went back again a few months later cause the necklace broke again. Hazel was the only one in there when we first got there she started helping us but when we told her we needed to send a necklace out again. She rudely walked off and started helping another customer. Then went to the back and told someone to come help us. When I was explaining to the girl about the broken necklace….. hazel jumps back over we can’t replace that it was fixed once before !!! There is only a one time replacement you have to buy the warranty again and pay for it to get fixed. Well NO one told me anything about that last time I dropped it off or picked it up. So I said I do time coming here lack of customer service so she tells me well then go to south bridge, bay shore or Menominee Falls in a rude as tone!!! Damn excuse me why should I have to drive across town when I live over just cause I have a issue with only you when I come here for whatever reason you don’t like me probably cause I am white but I shouldn’t have too!!! Well we aren’t replacing this !!! I said well someone needs too … she said beat we don’t!!! Someone needs to train her on customer service skills very disappointed been going to Kay’s for 20+ years. Will be going somewhere else moving forward closing my...

We ordered the additional band to my wedding ring because we were told that it was going to be discontinued and that it was available in my exact size. We weren't crazy about $900 price tag on it, but we were told with coupons they had on file for us and with it going on clearance that it was dropped to $600. However, when we picked it up they tried charging us the $900 and tried saying that our coupons are now expired. Why would you tell us prior that we could use them? We were going to send the ring back, but they gave us somewhat of a lower price, nowhere near the $600 they originally told us, but we had to waive the warranty on it. Once I tried the ring on I realized it was way too big. I brought it to a jeweler and they said it was a size 7. I'm a size 5.5...We will never shop at this location again. Or even Kay Jewelers in general. The manager there is a liar and cannot be trusted. She was the one we dealt with through all of this. I also had to get the prongs on the ring fixed because they were already coming up, so I could have lost the diamonds out of it. The last thing anyone needs to worry about so close to their wedding day is a jeweler who sells you an incorrectly sized and defective piece of jewelry for a misleading...