Kay Jewelers

I am writing this review because it's needed and for the general public to know if you're interested in doing business with this company. First, I bought my fiancée a ring at this location in January of 2024; however, after purchasing this ring, several months later, a diamond came out of the side of the ring, and their excuse was that when the diamonds go down the side of the ring, they're small, and they tend to come out occasionally.

So I took the ring back and had them replace the diamond, which took a month. Afterwards, my fiancée received the ring back, and now the diamond is out again, and she was unaware of it and didn't notice it. Mind you, she does not wear the ring on an everyday basis due to her job, so she can't really wear this ring that much, but when she decided to put it on, she noticed the diamond was gone. I called and spoke to a representative at Kay Jewelers, and they stated to bring the ring in and they would fix it for no charge.

We took the ring in and were helped by another representative, and I mentioned to the representative exactly what the lady told me over the phone. Now things changed after this representative spoke to, I guess, a manager in the rear of the store and stated that they wouldn't charge for the labor, but they have to charge me for the diamond that came out of the ring. Mind you, it's the same diamond that was replaced before, so at that point, I just got up and left. They will use the excuse of needing to bring the ring back every six months to be inspected and cleaned.

This is something that they use to try to get out of warranting the ring or any other jewelry, so be aware. Now I have a ring a year old that has a missing diamond.

I recommend you not buy any ring from this establishment that has diamonds going down the side of it at all whatsoever because most likely they will fall out continuously. They did not honor what they indicated that they would honor to me.

This all began on 11/15/24. I brought my beautiful 3-band ring with a 1-carat solitaire to be repaired, soldered together, and replated at Kay Jewelers. I was very excited about this. I was given an estimated return date of 12/6/24. The cost of the repairs would be $628. I paid part of it upfront, around $278, and would pay the remaining when I picked up my ring. When I hadn't heard anything by 12/7/24, I called the store and was told something along the lines of, 'We sent it to one shop, and they could not do the work, so it was then sent to another shop for the repairs and would take a little longer to get back.'

Subsequently, I received a voicemail from Kay Jewelers on 12/10/24 stating, 'I did my due diligence and checked on the status of your ring, and it should be back by this Friday or Monday next week at the VERY latest,' which would have been Friday 12/13/24. When those dates passed, I waited until 12/26/24 and called the store again requesting the status of my ring. I was told, 'It had been shipped to the store, but they had not received it yet, and there was no other information at this time.'

Basically, I was playing the waiting game. Given it was the holiday season, I tried to understand. However, I was the only one maintaining communication with Kay Jewelers. I had to initiate every interaction except for the one on 12/10 when I received that voicemail. A few weeks later, I called Kay Jewelers on 1/10/25 as soon as the store opened around 11 am. I spoke to a gentleman who put me on hold briefly, then came back and said that my ring had been 'lost in transit'. He informed me that UPS had marked it as delivered to Kay Jewelers on 12/13/24 and was signed for by 'Kay'. They had no record at all of receiving my ring from UPS.

I was told they could 'try to recreate my ring to a T within the budget I spent on my ring'. However, I didn't have any exact cost of my ring as I had merely walked in asking about repairing my ring. So, I low-balled the cost off the top of my head. My ring was purchased from the Jewelery Exchange in Eagan. I could have gone back and had the work done on site, but the drive was far, so I opted to go somewhere closer. The 2 custom bands were ordered from a small jewelry shop in New York less than a year ago. They were perfect!! However, being a small business, I paid a lot less for the bands than I would have at a high-end jeweler. So, replacing the cost of my ring is not equivalent to replacing what I had.

I waited 10 years for this ring. My husband and I could never afford a diamond when we got married. My husband surprised me by picking this out on his own, and that can never be replaced. My husband almost died shortly after I received my ring and is currently fighting congestive heart failure at the young age of 37. So when I say this ring is irreplaceable, I mean it!

It's ironic! A friend had recommended Kay Jewelers to me. Now, look at me! More than 2 months later, and I still have no ring and am waiting on them. To start, I was told customer care would reach out to me to resolve this, but it would take a few days to hear from them. That was Friday 1/10/25. I gave them until Wednesday 1/15/25. When no one else called me, AGAIN, I reached out.

I spoke with a female customer care representative who then called the Kay Jewelers location I had been working with. She spoke with the manager, Melvin. I asked her if I could obtain the UPS tracking number and the name listed to who signed off with UPS that the item was received. They told me it was signed by 'Kay' according to UPS. I requested them to look through their camera footage from the supposed delivery date, 12/13/24. But to this day, I have yet to hear anything about the camera footage. They've 'searched the store' and said the ring has not been received.

I was informed by this customer care member that Melvin was working on my case and an active investigation was going on between Kay and UPS, which would take 7-10 days. That was 1/15/25. Now, today is 1/25/25, and I STILL have not heard anything regarding my ring.

The lack of communication, details, and just a general disregard towards me as a customer and towards my situation has been infuriating. Why do I have to continue to reach out and investigate this on my own? This was my wedding ring and my bands. This was the one gift my husband has ever been able to surprise me with.

This ring was mine, and I had entrusted other people to do their job and protect it. I am not a combative person. I feel very disrespected and saddened over this whole episode. It has been a deceptive encounter since I dropped off my valuable, irreplaceable wedding ring.

I don't want a remade replica of my ring for the 'cost I paid'. This is the result of trusting people to do their job. I should have been more accurate with the cost, but as I mentioned earlier, I had randomly walked in while at the mall and did not have the exact information with me. I trusted that they would return this prized possession to me as promised. Now, I'm lost, sad, and feeling forgotten.

What's more frustrating is that I now have to hunt down all the paperwork to prove the cost of my ring because I guesstimated and underpriced it. I had a carat solitaire; I don't even know if I can get that again with the cost paid. I want the ring I had. I want a ring that hasn't been compromised on because they have to accept a loss on this. The responsibility lies with Kay to make this right. I don't want some low-ball check. I will continue to fight this until it's rectified. If I have to involve a lawyer, I will. I have already spoken to one, and I potentially have a case to pursue.

first of all they have no one knowlegable on how to work these accounts they are trying to get money that does not belong to them out of me which is $2844.68 i purchased from kay jewelers in the amount of $2716.08 6 pieces of jewelry took back 5 pieces of jewelry and the amount came to $2360.68 which was done incorrectly on that day nov 15, 2024 and which i paid $355.40 in payments that comes out to be $2716.08 i made the mistake of calling and asking what the payoff was and i paid that big mistake! if the credit was done correctly on nov 15,2024 then the balance would not have been $2716.08 when i found out what the returns totaled i called and ask for refund and i got that refund by mail on 12-12-24 now they are saying that the payment was returned to my personal bank which is not true and i sent proof of this but they ignored everything that i have tried to resolve this issue they still insist that i owe them $2844.68 they got there money back which was $2360.68 and payments of $355.40 but they want more i have filed so may complaints different goverment agencies and no one will help me, so therefore i wrote another letter to comenity bank att: ashley singleton customer advocasy and told her they will have to take me to court and let the judge to decide who is right or wrong i know i'm in the right i have so much documentation on this account and another thing never received a credit card on this account.

Good Afternoon-

I hope this email finds you well. I am reaching out in hopes of coming to an amicable resolution with respect to some disputes I have with Kay Jewelers.

I have attempted to rectify the issues directly with the store(s) we have gone to, and have been met with resistance and inability to either understand certain aspects of recent transactions and/or coming to any resolution that is not just handing over more money to Kay Jewelers.

In October of 2022, my husband decided to upgrade my wedding and engagement ring, following the birth of our son.

I went to the Kay Jewelers at the International Mall, in Tampa Florida and found a Neil Lane Pear cut set that I loved. Shortly after seeing the ring, I went back and we put the set on my husbands Kay Jewelers credit card, and traded in my prior set.

Within a couple of days of having the ring, I took the ring back to the store in order for it be resized, and because the center stone seemed wobbly. It took a while for me to get the ring back, but when I got the ring back, I noticed all they did was resize it, and did not address the loose center stone. I rarely wore it.

Sometime in the spring, we took our rings into Kay Jewelers to be inspected to find that my clasp was indeed broken and it had to be sent again to be serviced.

Sometime in October of 2023 while at home, and writing Halloween cards, the center stone just fell out of the ring.

We took the ring back to Kay Jewelers, with the center stone and was advised that they would be putting the stone back into the ring. When I retrieved the ring following it being serviced again, the center stone looked different and I was advised that they replaced it.

In or around December of 2023, I went into Kay Jewelers to have my ring inspected and cleaned and was advised yet again that there appeared to be something wrong with the clasp and the stone, and that If I wanted to, I could trade it in for the value that I paid. However, at that time, I was there to get necklace for my husband for Christmas (which also later proved to be not of any good quality), and left.

I did not wear my ring for months, due to fear of something happening to it. In or around June of this year, we took my husbands necklace in to be serviced as it just broke one day while he was at work.

It had not gotten caught on anything, nor was it snagged on anything. While at the Kay Jewelers in Riverview, I brought my ring and asked them again to inspect it and was advised again, that the diamond was indeed loose and clasp was broken and needed to be serviced.

I asked [again] what my options are because I had not worn the ring more than I had worn it, and I was frustrated. I was advised that Kay Jewelers could send the ring to be repaired and then marked out as Damaged beyond repair. When I asked what that meant to me, and getting a new ring, I was advised that it would be that I would receive a credit for the amount of money that was spend on that particular ring.

Initially, Kay Jewlers tried to advise I only had $1650 available as a store credit despite our paying $2,849.90 for the ring. After arguing with the store, they then checked the receipt and told me I had $2849.90 available.

I confirmed and was told that if I used a store credit, I would be able to pick a replacement ring within that amount. I found a ring which was on a double sale, and would be up to 60% off its original price, making the ring cost $2500.00 or so. When it was quoted to me, I was advised on three separate occasions that the only difference that would be owed, would be around $200 for the service plan and taxes.

This made sense to me, so after consideration and deliberation with my husband, we decided we wanted to do it.

ON or around June 6, 2024, I returned to the store in Riverview, Florida to make the purchase of the ring.

However, I was going there with the understanding the only cost I would need to pay would be around $200. This being aside from the fact that I still had more than enough credit from the new price of the ring, versus what I paid for the prior one. I brought this to Erins attention, who tried to be helpful but just kept increasing the amount that needed to be paid, to where I was paying upwards of $929.86.

When I inquired about this, she kept reiterating that I needed to not only pay and/or add the service plan- which this should 100% be my choice whether or not I wanted to do it- but there was a cost associated to the replacement of the ring or it being damaged out, despite the ring being faulty (which falls on no one else but Kay Jewelers), and then fees associates to taxes, etc. She just kept advising it was what she was told by her superior what needed to be paid, and there was nothing she was able to do.

There was never a proper break down.

There was never any additional information or documentation provided to substantiate what I was being asked to pay, and I left being coerced, baited and switched, and bothered.

I read through everything I could find online with respect to Kay Jewelers policies, and I found nothing regarding a ring being damaged out, being forced into buying a service plan, nor a cost being associated to replacing a faulty ring. I was never even advised if I could just replace the ring with the same one.

I ended up just paying the money that I was told needed to be paid as I had fallen in love with the ring, but even weeks later this seems coercive and wrong.

To add insult to injury, the gold chain we JUST got serviced for breaking was so poorly repaired that my husband didnt ever put it on and its been sitting in the jewelry box until we can come up with a solution that works.

At this time, I am demanding, and pursuant to § 627.4137 the disclosure of certain information as required and listed below:

(1) Each insurer which does or may provide liability insurance coverage to pay all or a portion of any claim which might be made shall provide, within 30 days of the written request of the claimant, a statement, under oath, of a corporate officer or the insurers claims manager or superintendent setting forth the following information with regard to each known policy of insurance, including excess or umbrella insurance:

(a) The name of the insurer.

(b) The name of each insured.

(c) The limits of the liability coverage.

(d) A statement of any policy or coverage defense which such insurer reasonably believes is available to such insurer at the time of filing such statement.

(e) A copy of the policy.

In addition, the insured, or her or his insurance agent, upon written request of the claimant or the claimants attorney, shall disclose the name and coverage of each known insurer to the claimant and shall forward such request for information as required by this subsection to all affected insurers. The insurer shall then supply the information required in this subsection to the claimant within 30 days of receipt of such request.

(2) The statement required by subsection (1) shall be amended immediately upon discovery of facts calling for an amendment to such statement.

(3) Any request made to a self-insured corporation pursuant to this section shall be sent by certified mail to the registered agent of the disclosing entity.

You are hereby given notice that you must comply with the above requested documents and under the terms of the applicable policy and F.S.

§ 627.4137 within thirty (30) days of receipt of this correspondence or we will file suit against you without further notice.

Should you wish to resolve this matter without any further action and/or intervention of a third party or the court, I am demanding the below as a remedy:

Full price of the Neil Lane Pear Ring $2849.00

Full reimbursement for the charge for the new ring, $929.86

_____

Total $3,778.86

Should you wish to discuss this matter further, feel free to reply all to this email or reach me by phone. The number is listed in my signature block below.

I am hoping that we can work together to resolve this matter.

Just upset that a ring that even comes close to mine can be found. A picture on a computer is not going to be anything like the real thing so how are we suppose to pick something out on computer.

Does Leo Diamonds still exist we want something at least close to mine. Rather have my ring back. There should be a safer way for Kays to have their customers jewelry taken better care of. Being sent by UPS is unsafe and takes long time turn around.

This is something that should be addressed. Im unhappy because how am I suppose to find anything even close to the ring I had. I feel like were just hanging. Dont know what were suppose to do.

Were the customers that bought, paid for our jewelry now we have nothing. Please up date customers with status on their jewelry keep customers informed. There has to be a better way to handle repairs on jewelry than the way my repair was handled.

Just upset all the way around. Just dont understand how this could happen

I upgraded my wife's wedding ring as an anniversary gift. It was beautiful and there were no problems.

I qualified for the credit I wanted without any issues. The minimum payments were going to be $46 a month, which wasn't a problem. The issue arose when, instead of paying $46 on the due date, if you pay $1,000 two weeks before the due date, you still get a late fee for not making the $46 payment on the due date. It's madness.

When you call customer service, they don't care and do nothing for you because it's their policy to do nothing! So, even though you are way ahead, you still have to pay a $30 late fee. You then figure you'll set up automatic payments. That way you can pay ahead, and they can take the minimum payment on the due date, and you don't have to worry about being charged a late fee again or damaging your credit.

But they have a disclaimer when you sign up for automatic payments, stating that the auto payments might not kick in for one to two payment cycles, which is one to two months! You don't see this disclaimer and assume they are going to take the $46 on your due date. They don't! You have to pay attention on the morning of your due date to see if they have taken your money, and if they haven't, you have to call them that day and pay manually.

You then hope next month that they will take it out on time. Oh, and you get another late fee that's more expensive than the first one! Their policy shouldn't hurt people's credit and charge late fees to people who are ahead on payments. They should at least be understanding and have a way to waive charges that are unfair and unnecessary!

This company is untrustworthy, and it's written in its own policies! Be careful when purchasing from them!

I bought my daughter some earrings and she's away in college. So I sent them and she didn't like it and went to the store to exchange or return them and they asked her for the receipt, it was in the box, they asked her for my card, she said it was a gift it's from my mom, they asked her whats my SS number?

Of course she will not have that. She called me I didn't pick up due to working. They didn't nothing for her they said Sorry, we need all the info, but They Had The Receipt!!! My daughter's upset so she sends it back to me by mail.

I took it to the Kay's here and they told me I only had 30 days and I'm a day late sorry no return only exchange, I looked around but they don't have any gold really so I told her just give me store credit then! She told me NO, this is the worse place to buy a gift.

I asked for a district manager to call me almost 3 weeks ago, still no call!!! Don't do it, I would definitely not recommend them to anyone...