KAY Jewelers — Local services in Zanesville

The date was... October. I don’t remember the day. I don’t remember the time. But, October, that part I am certain. I needed a quick fix. You see, My mystical three stoned, black diamond ring needed to be cleaned. It started out around 9:30 am. I ate my usual scrambled eggs & pudding, with a cup of tea and a side of a single boiled tomato (I fancy typical English breakfasts). I picked up my fork, plunged it into the center of that fried, unborn chicken flesh, and proceeded to my mouth. That’s when I stopped. I noticed my ring was not shiny, but dull. My tiny reflection that greets me every morning on those beautiful stones had been replaced by that of some sort of stained glass window appearance. I couldn’t even stomach the thought of breakfast at that point. I jumped up, hopped in my ‘97 Toyota Tacoma, and drove as fast as I could to the local Kays store in Zanesville, Ohio. I sprinted to the building, leaving my keys in the ignition, and fell to my knees as soon as I opened the doors... cradling what little ounce of hope I had left. I induced panic. No one knew what to do. I didn’t know who I was anymore. I couldn’t speak. The only thing I was physically capable of doing at that moment was sliding my precious ring across the floor to the nearest employee, as tears dampened my face, and ruined my make up. The employee’s name was Hannah. She understood me, and my needs, instantly. All it took was one glance at my fine jewelry. No words were exchanged between us. She had to act fast. Within minutes my ring was cleaned. Moral of the story— Hannah saved my life. Now I can eat my breakfast, and admire my tiny finger...

I had the worst customer experience here yesterday. I usually go to the Lancaster Kay's, but they permanently closed so I drove an hour to this store last night to have a stone replaced in my wedding band. I told the man working there that I wanted my rings checked and cleaned and that I also needed a stone replaced in my wedding band. I told him the last time I had been in, they wouldn't clean it due to covid. That was sometime in 2021. He argued with me about that and claimed I was lying. I got married in May of 2020 so I've had this ring for less than 3 years, but he told me I was going to have to pay to have the stone replaced because I hadn't kept up with the cleanings. I don't have a problem paying for the stone (even though the ring is less than 3 years old so that's a little ridiculous that stones are falling out of it), but the way he treated me was the rudest and nastiest I've ever been treated by an employee. I'm not one to ever complain, but this interaction truly upset me. I will never go back to this store again. My husband is going to pick up my ring when it's ready and will not be giving them his...

Only go here because JBR was bought out by Kay's. They are very short with us and told us we had to pay for sizing and soldering although we said we bought a warranty for that and it should be free. The response was they have all of our information in the system and we don't have a warranty..yet I was holding the warranty in my hand and I was told they have everything in their computer. I'm tired of the communication issues, lack of accurate computer records including sufficient contact details (we wanted our receipts emailed to us and my husband still has never received this). We were perfectly happy with them when we would go every 6 months for cleaning, we thought they were civil and fine to deal with. But recently they have left a bad taste in our mouths with their attitude towards us of being short and not listening. Frustrated that we paid for a warranty coverage when we bought our rings at JBR but yet not being able to get Kay's to understand that we have this and shouldn't...