KAY Jewelers — Local services in Whitehall

My husband and I have spent good money in this store ever since we bought out wedding bands there when Ms. Pat was in charge. Today was the last day we will ever been giving the Eastland store our business. The current manager was extremely unaccommodating when we asked for our money back for a repair on my antique engagement ring that was sent out for repaired on December 23rd and was just finally returned correctly to us today February 3rd. We paid $55.00 and waited two weeks for my ring to have the shank repaired ( reasonable) When we went to pick it up I was a little unsure of the size and a store employee broke my ring after taking it in the back to stretch it. I did not ask him to do this it was his suggestion. I heard said manager ( Caucasian male with facial hair and glasses ) say you can never do that with a ring that was resized. The same employee kept us in the store for over 30 minutes putting on a show saying that the first time things were done incorrectly ( throwing another employee under the bus, when in reality she did do the correct thing) and I needed my finger resized. He dropping my irreplaceable ring on the floor, and left it on the counter once misplacing it. He told us that the repair would be "rushed" since it was his fault for breaking the ring this time. I waited two weeks before I called and asked about my ring. I was told my ring was there and they did not know why I was not called. (Does not seem rushed since it took two weeks before) We went right out to get my ring. It was way too big. I was extremely frustrated at this point. The assistant manager was very polite, professional and apologetic about this incident. She ( Sarah I believe is her name) stated that the employee did not put rush on it and was very sorry about everything from our previous visit. She assured us that it would be back within the week. We went today to get the ring after over a month of not having it. We politely asked if we could have out money back, Sarah who greeted us and remembered up went to ask the manager. He said there was no reason to give us a refund since the work we originally needed done was completed and we were not charged for the last time. Clearly we would not pay again for the stores mistake. He defended the store employee and said he did have a rush on it. A lie or huge lack of communication since Sarah said he didn't. Honestly, I do not think the manger even wanted to hear us out. He offered us a $10.00 refund. It is not about the money, it was about the principle of the inconvenience they put us through . I have worked in customer service for several years and would have offered more than that and a genuine apologize at the least. I truly believe Sarah would have given us the refund, she is a great example of genuine customer service and I am sorry she has to work under her current manager. We left without a refund and we will spend the extra time and be taking out business to Easton next time we need anything from...

I started to do a review and somehow it disappeared, so I’m starting over. I hope it works this time! I used to take my ring for inspection to the KayJewelers locations in Lancaster, Easton, or even Beavercreek if I was there. I didn’t realize there was a location at Town and Country. But now I will go there for all inspections and purchases. This location is very convenient for me, since I’m often in the area for myHip Hop Fitness class, for hair stylist appointments, and Subaru at that Airport. This location is beautiful and convenient, and the staff is so kind and helpful. When I took my ring in June, the manager, Terrance, did the inspection himself and emailed me my results. Terrance was very kind and I appreciate him so much. Each year I like to purchase and donate stuffed animals that are made by children at Children!s Hospital. Usually this takes place near Christmas but was earlier this year. When Terrance was contacted with an arrival date for the stuffed animals, he called me and let me know when Kay would re receive them. When I went to purchase them, Terrance helped me with the purchase himself. He also had planned to call me if the stock got low before I arrived, to make sure I’d be able to get the animals. That meant a lot to me. Terrance is amazing and went above and beyond. The example he sets for others is so positive and therefore the rest of the staff goes above and...

This place is awful. Kay Jewelers keeps taking my rings to size and maintenance them, does it poorly to where the stones fall out of them, then charges me for it I have had two engagement rings sized and fixed by this company and each time they do it they cause for the stone to fall out of the ring shortly after getting them so that I have to come back and get them repaired. I got engaged in May of this year, the first ring was older and came from a family member. After Kays sized the ring the stone fell out a month later and was completely lost. They charged me for the replacement of the stone. Then my fiance decided I needed a brand new ring and purchased a $2000 ring similar to the one I had. I needed it sized, and Kays owed me a favor, so they sized it. A week after getting it back the stone fell out of the brand new ring. That should never have happened if they were doing their job right especially since that was a brand new ring. I was fortunate enough to find the stone. I took the ring back and told the manager to have it fixed and fixed right. If the stone fell out again they would lose my business. I've had the ring for a month and yesterday the stone fell out. I will never go back to them because they charge you for their mistakes, waste your time, and put poor quality work into...