Kay Jewelers

We went in to have our rings re-dipped that we had purchased from this store. All previous employees had been fired. The new manager Trisha took my girlfriends ring to find the laser etching on diamond and couldnt, so she told me twice it wasnt her diamond. Asked if we still wanted to send it out anyway? I said no obviously. I went home and with a jewelers eye glass and a flashlight and found the etching she couldnt with her high power microscope. I then told them I wanted to speak to the district manager. The manager gave I guess what she thought was my phone number to the DM. I finally received an email saying she had left several messages to no reply. My phone never rang once with not one message left. I replied eight times to DM original email to no avail. I then escalated it to the complaint department, got a case number and was told I would be contacted in 7 to 10 business days. That has not happened either. My suggestion would be Buyer Beware! If dealing with the Clarksville IN store in the Green Tree Mall and the manager there who clearly doesnt know how to operate there own equipment to make sure the diamonds you work hard to buy is the diamond you get back is the same, to me isnt worth taking the chance. As far as corporate on this I would advise Buyer Beware also!!! They as well do not keep there end of the bargain as well.

On February 24th I went into Kay Jewelers after purchasing a personalized bracelet and necklace online. After having my newborn daughter, I wanted something nice to symbolize her birth. Upon entering the Kay Jewelers on east west connector suite #130, Austell, Ga. 30106. Telephone number 770-948-**** I was helped by the manager and Im assuming assistant manger or sales associate. I came into the store that day to purchase a new thicker chain for the bracelet and necklace to be replaced. First I was almost over charged for a necklace that was misplaced on the sales floor for $700 that was missing a charm. After my fiancé pointed out that the price for that particular necklace seemed fairly high. The manger then went to the computer and realized the chain belonged to a charm that had been sold to another customer and that customer now has been over charged and she joked about him not getting his necklace. I should have noticed the issue then with that statement. After finally finding a necklace, we were talked into getting my daughters ears pierced there by the same manager and employee. We then purchased piercing earrings, a new chain and warranty. We paid $942.66 for all the things we needed. My bracelet should have had the chain completely replaced and my daughters necklace should have just had another adjustment added. The following day Feb. 25th we come back for ear piercing, everything is ok. The wait for the manger to pierce her ears was about 30 min. Because she always seems to be on lunch, I later learned. The ear piercing went fine until the employee didnt push the earring all the way through. As long as my daughter was ok and her earring stayed in, I just followed the care instructions to make sure she wouldnt get an infection since there was a small mistake. The receipt for the jewelry pickup was for March 15, March 16th latest date. After leaving from ear piercing I now dont hear from anyone. I received a voicemail about a 25% off sale the store was having but no calls about my jewelry, so I wait patiently. March 15th and 16th come and go and still no phone call or email from Kay Jewelry about my items being ready for pickup. So about a week later I call and speak to Stephanie or an employees name who started with an S to ask were my things ready for pickup. Not only is it not ready, the employee cant find any correct information at all. She then proceeds after about 10 min. To say shed have the manger call me back the next day because she was at lunch or wasnt there. I never receive a phone call from anyone. On March 31st, we finally decide to go up to Kay jewelers to just pick up our items since no one had reached out to us at all, for an entire month , even after falling in myself. The manger then informed us that our items had never been sent out. Nothing had been fixed at all. Our jewelry had been sitting there for over a month with no communication about any issues. The manger then tried explaining a story that makes absolutely no sense. Eventually, she refunds the money we paid for everything except ear piercing and jokes about how she wasnt going to return our money, and her keeping it. I find nothing about that statement humorous. She then gives us only piece back. It wasnt until we arrived home that I realized she still didnt give the bracelet back. On April 1st I call back to Kay Jewelers to ask why wasnt the bracelet returned. This employee who informed that she had been away from work for a week and wasnt aware of the situation. It took about 20 min. And 2 phone calls to the manger who was on lunch break again, the manager tells her where to find the bracelet that was also never sent off. I have never had a more unprofessional experience in my life from a jewelry store. To have a manger be so unprofessional and employees follow suite is a sure way to make sure a customer like me never returns. I also wont be purchasing anymore jewelry from the brand because I have never had such poor customer service. To have someones belongings and not inform them if any issue as soon as one occurs is beyond me. To joke about keeping a customers money is not a joke. I would like to bring light to this situation so no one has to go through this again hopefully. Kay Jewelers was a cherished store to me for personalizing jewelry for both my children and its quite disappointing to have that experienced ruined. Having a customer wait an entire month for their items to only be told its only been sitting at the store is completely disappointing. I could have used that time to find someone else to fix my things. Worse Kay Jewelry and very unprofessional employees and managers. They try to fast talk you as well. Be careful shopping here.