KAY Jewelers — Local services in Wilmington

My wife and I took our rings to get sized and have the rhodium redone. When we first arrived they could not find our order even though I told them the specific store and month and year the rings were purchased. I took the rings in on Labor Day because we knew we needed them back before the 21st due to our bridal portraits being scheduled for then. We were promised the rings would be back in time. On the 17th we received the email that the rings were back and since we were told that they would call us we waited till the 18th before going to pick them up. When my wife arrived to pick up the rings she was informed that my engagement ring had been sent back due to it being damaged during the process. They swore the rings would be back by the 20th and that if they weren’t they would drive to pick it up and bring it to me. On the 20th I had not received a call or email so I called the store and was shocked to hear that I had been lied to and they could not drive to pick it up and the rings would not be back in time for my bridals. They told me to reschedule them when I had already paid my photographer who was coming from 4 hours away and my hair and make up stylist and taken of work for these portraits. They offered to exchange my ring which had so many memories but I went with that offer because they once again promised they would have it to me before my bridal portraits. Saturday morning as I am on my way to Hair and makeup I get a call saying that there is no way that I will receive the rings by the time I need them. And asked again to reschedule. I have never dealt with so much incompetence any where else. I was lied to so many times. The area manager was rude and not a pleasant person to work with. I will be calling home office and filing a complaint everywhere. It’s now Monday and I still don’t have my rings or my bridal portraits which now I will have to take another day off work and pay more money to reschedule. I will never ever do business with Kay Jewelers again once I receive my ring.

Update: On Monday my wife went to the store to find out that the ring that was supposed to be sized locally was sent to Virginia Beach. When I arrived after taking additional time of work they said the rings had already been sent off since the area manager had spoken to us and we authorized it. The last thing I had told the area manager was that I didn’t want to speak to him so why would I speak to him and authorize the rings being sent back to the place the messed them up to begin with. Once I finally spoke to the area manager mark he stated that I hadn’t authorized it and he didn’t know what I was talking about. Long story short after leaving yet again without my rings I got a call with a tracking number when I asked when the rings would be getting shipped I was told Monday at 4pm. Which was shocking because when they called Virginia the rings hadn’t arrived there yet and it was noon. The rings had never left the store to our surprise. Mark the area manager is a liar who doesn’t stand behind his employees or the company. He will throw everyone under the bus to make himself look good. I am so disappointed with this whole situation. I now am taking the rings to a local jewelry store and pay money out of my pocket to get them sized and...

8 years ago, my husband purchased a new diamond and I beautiful enhancer to surround it. I was in love with it. Unfortunately this year as I was swimming in the ocean, by beautiful diamond feel off. I went to Kay’s to get an idea of the cost to replace my ring. Walking in, I met a very friendly sales associate named James G! James was soo very wonderful, he emphasized with me over this very special ring the ocean took from me. He looked up all my records and thankfully the very same diamond solitaire was still in the case. He could not find the enhancer. I had found it online earlier in the day and showed him on my phone. It happened to be on sale online. James borrowed my phone and began searching, he did find it at some other stores, and began calling to see if they still had one. He found one not to far from our location and said, he would make sure I got the sale price. As I was waiting to hear from my insurance company, I asked him if he could figure out a total, to compare with the insurance estimate. He took more time to figure, taxes, sizing, and all the other extra I had on my former ring. James spent an hour with me, not even sure it I would be able to afford to replace it yet! But he put it all on hold for me. Two weeks later we received our insurance payment. The next day we went in and saw James again. He went over everything again with us! We have ordered the rings. A few days ago James called again and said he had the rings, did we want to come see them before he sent them out for sizing! By this point my husband and myself so trusted James, we said just send them out! Well, over and above again, he sent us photos of both rings! I can’t wait ti pick them up. I can’t say enough good words about James, he was very professional, but to me most importantly kind, considerate and he truly felt bad about my loss and wanted to help! Kay’s this young man is such an asset to your store! Kay Jewelry shoppers! Ask for James! I am so very thank to have met you...

Although we had a pleasant experience initially, the unprofessionalism was apparent after they got our business. David assured me he’d be in touch via phone call, but I never heard from him once the purchase was made. I was given different answers each time by the employees whenever I called to check on the location of my “shipped ring.” Then being told by one of the managers (Megan) “you’re just gonna have to be patient,” which I felt was very rude considering they were the ones giving me the run around. The issue wasn’t patience; I was told my order had already shipped out, but come to find out it wasn’t boxed and sent out until days later. If they’d been upfront and honest about employees calling out and shipping delays due to fill in postal workers I would’ve been more understanding. Once the ring finally arrived at its location it was the wrong size entirely from what we purchased, and honestly I don’t think it was the same ring we even wanted in the first place. The return process was a nightmare since we weren’t told about certain store policies regarding returns. I truly think they were more concerned about making money however they could rather than if we were happy with our lifelong purchase from them. Thankfully the Jacksonville, NC store was amazing, and fixed all of Wilmington stores unnecessary problems. If you’re looking for somewhere to go that will actually value you as a customer and looks forward to your repeat business, I suggest looking elsewhere.

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David was so patient and kind while we browsed their large selection of beautiful rings. He went above and beyond to make sure we were content with our final choices. He was genuinely happy for us that I finally found my dream ring. Devon was also very helpful in providing useful information. Overall, it was a pleasant experience thanks to David’s positive attitude and sincere interest in the customer’s...