KAY Jewelers — Local services in West Hartford

I almost never take the time to write a review, with that being said I have never been so upset or have experienced such POOR customer service. My fiancé bought my beautiful engagement ring and wanted to have it sized to my little hands (size 4) before giving me the ring. The lady in Watertown, NY told him they don’t do that. So she proceeded to sell him a size 7!! The day after our engagement(August 25) I brought my ring into the West Hartford store to be sized. I was told they cannot size it due to the fact that it would jeopardize the diamonds with such a huge difference (then why was my fiancé sold a 7!?). Now the ring only comes in a 4.5, I was told a 4.5 would be ordered then shipped out to be made into a 4. It is now October 3, NO one has contacted me about the status of my ring, I’ve called mutilple times and have been transferred around, told my ring was in, and then called back and said it was a mistake, corporate (Steve) refused to help me since only my fiancé’s name was on the order and not mine, today I called the store again and spoke to Charlene (the one helpful person thus far) and said my ring has been in the store for who knows how long and my name was never attached so they never called me. I guess if I didn’t call AGAIN I would have never been contacted. Charlene is “expediting” the sizing at this point, I am so beyond frustrated and upset. If I didn’t love my ring I would get my money back and go somewhere else, I can’t understand any of the customer service at this company and I’m so sorry for anyone else who has to go through any complications with Kay. I feel like Kay just wanted our money and after the ring is purchased they don’t care to help. I most likely will not be purchasing my wedding band from Kay and hope this process is...

I cannot recommend Kay Jewelers in Westfarms enough! I came one Saturday and told them I was looking for an engagement ring on a 3 week deadline. I didn't really know what I was looking for but Heather showed me exactly what I needed. She found me an unforgettable tear shaped diamond in another store and had it shipped over the weekend. When it arrived I came back in to see the diamond and it was even better than the pictures. It was time to pick a band for the stone. I was originally thinking a solitaire look but Kayla showed me it with accented stones on the sides and I couldn't see it any other way. Luis hand delivered the stone to the shop where the band was so they could set the diamond ASAP. Came back the following week and it was ready for pick up. I don't know how they pulled it off for me but they guaranteed it would be ready and they absolutely delivered on that promise. When you go in ask for Heather, Kayla or Luis. They are the dream team! I couldn't be more happy and relieved with what I once though was going to be a stressful time and decision but turned out to be fun, exciting and a breeze. I don't see myself going to any...

Came here for a wedding band and fell in love with a diamond and black sapphire ring. I absolutely love the ring…however…

My fiancée and I picked our rings the same day and were excited to find out we could get engraving on the inside of the rings for free. We picked our engravings to match, and were told the ring should be ready in a few weeks. Both Sal and Luis were amazing at juggling our indecisiveness, their customer service was immaculate except…

I disappointingly received a call from an employee a few days before my scheduled pick up, stating that my ring could not fit the full engraving we both chose for our rings. I’m very disappointed that the personalized engraving we both chose is something that cannot be fully added to my ring, while the other ring is already finished and fully engraved.

There needs to be some type of known character limit for smaller ring sizes so this doesn’t happen to somebody else!! It is bad customer service when there is a lack of communication with something as important as this, especially when it’s a heartfelt detail to the customers and after the ring is...