KAY Jewelers — Local services in Winston-Salem

Absolute worst experience I've had with any type of jeweler.

My fiance(now wife) and I went and chose wedding bands Mid-March. We were happy with their selection and the representative that was helping us was very nice. We picked out our rings and explained our excitement on getting married. The rep. shared in our enthusiasm and told us she would put in an expedite for our rings and expect them by the end of the month. This was a bit unrealistic but I was hopeful. I paid in full that day.

I called back April 6th asking on an update on our rings to allow them a little more time. When I called they were very short, disheveled and could not find my purchase. After taking 20 minutes just to find my order they had finally found it and told me that they were both delayed. When I asked why I was not notified the lady was appalled I'd ask such a question. "Yeah, we don't do that." We both sat in silence as I was waiting for a follow up. I asked for the next time frame they had on file. They said April 29th is next expected date.

Finally April 29th came around. I got ahold of a gentleman this time around. After waiting the 20 minutes for them to find my order again he finally advised me that both rings were ready for pickup. I was a little frustrated I didn't recieve a call, but maybe that's just me expecting too much from a mall realtor. Once we got to the location they could not find my ring. My wife got hers so at least there was that. While we were waiting for him to find it another rep started yelling at the him saying she needed help now. He then yelled back at her that he was busy. Extremely unprofessional on both accounts. He had to get the manager to finally find my order and said it wasn't ready yet. After we had gotten confirmation over the phone they were BOTH ready. Needless to say we were very frustrated. We were scheduled to get married on May 10th.

After leaving the store we reached out to their corporate to ask if they could light a fire under the local store or at the very least get them to show some kind of resolution. Our solution was the manager would keep her eyes on this one going forward. May 10th came and gone we ended up using her ring and I have a plastic ring just so we could go through the ceremony. We are now happily married.

Finally June 7th we called them again asking about my ring. She stated that it was still not ready and no scheduled date for it to be finished. I called Capital One and explained to them my situation. They assured me that they would follow up with Kay's and verify the situation. I got a letter in the mail from Capital One over this past weekend. Kay's jewelry corporate office had told Capital One that March 24th I had gone into the store and gotten a cash refund for me ring and gave a false document to corroborate that lie.

So they are trying to tell me that I got a refund after spending months of pestering them, and then finally using a rubber ring for my marriage???? Absolutely unconceivable. I have no idea what kind of shady things are going on at this store and I have no idea why they take zero responsibility for their own negligence. I would NEVER recommend this store. After this whole experience I will never shop with Kay's either for that matter. If you at all take your engagement, promise, wedding rings seriously I would steer clear from Kay Jewelers within...

Had a lack luster visit today. I had a few questions & then follow up questions as the lady was using terms I'm not familiar with which I'm not ashamed to admit but I believe her attitude possibly works for her but I will not be returning to the store to purchase on the spot as online there is a large variety & should I have any questions, I can ask the chat support. Wouldn't recommend this location to my friends & family but I do hope there's other associates that are more kind to assist future customers. It's not about being bubbly or fake to customers but at least warm & inviting as even walking up I was the first to say hello & seemed to bother the lady bc she had to stand up to assist me. My happiness outweighed her lack of comfort but I just won't return if I see her behind the counter. UPDATE: Some time has passed since my review & my second visit to the store as I had an online pick up order like I mentioned I would do. When I went to pick up the order, I was very delighted to see a nice older gentleman greet me & assist me that day. However the lady that I had a bad experience with last time, walked in "as a customer" & proceeded to chat it up with the man. She then could not resist the urge to thank him for greeting her right away. So thank you to this location for taking my review to heart &...

I came in tonight around 7pm just looking for a really nice Christmas gift for my other half. I was greeted fairly promptly by a lady who introduced herself as Patty. I explained to her what I was looking for and gave her a general idea of my budget. She was extremely helpful!! She took her time and was so patient with me, as I wanted to pick just the "right ones" (pair of earrings/Leo diamonds). We went through several different ones and she carefully explained all of the details with me on each (cut, clarity, carat, & color). I never felt rushed or 'unwelcome', especially since I probably wasn't spending as much as some others may do. We finally found "the perfect pair" and I was ecstatic! After a bit of time, Jessica came over to help as well. I'm not sure if she was a manager or what, but she was just as pleasant and friendly as Patty and helped me in any way she could! They both made me feel like a very much appreciated customer. I havent shopped here in years, but after this experience, I will definitely be returning..well, as soon as I save up a little more 😀 Ty Patty and Jessica for making this a happy, well-thought-out, pain-free experience. I'm honored to be one of Kaye's forever customers now! 🤩 I will update with pictures...