My fiancé and I went to Kay Jewelers January 5, 2011 to purchase my engagement ring. We decided to take a diamond out of another set that they had there because it was beautiful! We looked at it through the loop with the sales person and also made sure we couldn’t see any marks with the “naked eye”.
We came back on March 26, 2011 to purchase a wedding band. We couldn’t find one that we liked so we purchased a new set. We asked that the diamond and its prong be put on the new ring. We received it back 2 weeks later and the ring looked horrible!
I took it back to the store within a week (it’s now April 26, 2011) and they said they were sorry and it should have never been returned to me in that condition. They gave me a new ring and sent it out for sizing. It came back 3 weeks later (1 week late). By then time I receive it back it’s the first week of June 2011.
My concern now is that my diamond has a HUGE brown spot that was never there before. I tell the clerks at the store and they said “oh you must have purchased it like this”. Oh no, I didn’t! I am certain we would have seen that big brown spot that is noticeable as soon as you look at the ring!! I have had the diamond for over 1 ½ years! I would have noticed it and so would have the clerks!
I have notarized statements for friends, co-workers and family stating that brown spot was never visible. I’m not sure if my diamond was “accidentally” switched or if all the remounting has caused damage, BUT I do know for sure that my diamond did not have this brown spot taking up a corner.
I called corporate and they said there is nothing that they could do for me even though I paid extra for the insurance. It was also stated by corporate that there is no possible way a switch could have been made.
I’m not sure what happened but I want my diamond back the way it was given when it was sent out to their contractors for sizing!! I spent almost $5, 000.00 at this store and it is expected that my property be returned the way it was given to them.

I don't even know where to start describing my disappointment in this store. I brought in my engagement ring two weeks ago to be re-sized. The ring was my grandmothers engagement ring. She had worn it for the 53 years she was married to my grandfather and it's emotional value is greater than I could ever communicate. When I took it in I explained it's importance to the employee working on my case. Anyway, this morning I received a call from a Kay Jewelers employee who said that on behalf of the company she was sorry to tell me that somewhere during the shipping process of sending the ring to their lab it had gone missing and they have lost the ring!! She said they have "looked for it" as if it might be under someones car seat, in a large stack of mail, or accidentally thrown in the trash. She said they were looking at options to "replace it." Honestly, I don't care if they give me 50 cents or 50 million. It. Does. Not. Matter. There is no way they can replace the sentimental value of a ring that represented a lifetime of love and commitment between my grandparents and the future of my fiance and myself. The loss of this ring feels like loosing my grandmother all over again. I have no words for my feelings of grief and disappointment. Any company that treats the most valuable and cherished possessions of other people this way should be ashamed. I would think carefully before trusting them.

We purchased A $ 5, 000 dollar wedding ring had it just about a year diamond fell out took it to be repaired on 4-27-11 due to be back 6-1-11 keep calling them to locate my ring now the company is telling me it could be the end of july untill I get my ring back this is outragous who does this and expects to continue to get business

On 2/28/11 I became the proud fiance to Kevin and new owner of the Neil Lane Energy engagement ring both of which I'm completely in love with but recently I started to have major problems with Kay. Kevin purchased the ESP for an additional $260 which includes sizing for life which I thought was a great plan until I brought it in to be sized. We are in the military stationed in Lemoore, CA but our hometowns are in IL and CT we got engaged in Las Vegas which is also where the ring was purchased. On 4/6/11 I brought my ring to Visalia Mall to get it sized to a 6 (purchased a size 7) when I brought it in I asked if they could just replace it with a size 6 since when I was looking at rings THEIR salesperson told me that with the amount of diamonds on the side of the ring when they size it down they have problems with diamonds falling out. They assured me that it would look just fine and sent it to the jewelers. On 4/15/11 we received a call from them saying that the jeweler would not size it down (apparently it took them over a week to figure that out) would I like for them to add gold to the band to make it smaller but cost $100 (how is that free sizing for life?)or would I like for them to order a size 6 but it would take longer to get the ring back. I told them that I knew that was going to happen and I wanted a size 6 to begin with but they told me it would be fine. She said she would call me back with an ETA. I never heard back from her so on 4/18/11 I called the Visalia store asking when I was going to be getting my ring back. Then that lady said she would call me back which she did but telling me my options again! I told her that I already spoke to someone and said I wanted a size 6!!! Why hasn't it already been sent out? My answer was "Oh well let me call you back" ha ok lady. Then I get a call back saying that in order to get a size 6 I have to come in and sign paper work for the exchange. Why wasn't I told that before? Now r a manager to called us back saying that we can call consumer relations don't worry lady I have already tried to get in touch with corporate. We don't make much money but that was not a cheap ring I feel that we should be getting better service but because it wasn't purchased at that store we aren't getting the service we deserve. I had plans to buy both of our wedding bands there though, I don't see that happening anymore.

I took a family heirloom diamond ring in to have it put into a new setting. I brought a witness with me, and took the time to show the sales agent under the microscope where a microscopic chip was located in between two prongs. I did this to show that I knew what my ring looked like, as I know that some times jewelers switch diamonds out. This was an $8, 000 heirloom diamond.

I had the agent write down on a diagram where the chip was, as well as to write out "in between prongs" to avoid problems if they damaged the ring.

She encouraged me to have it put into a 4 prong head, to show more of the diamond. I said for her to send it in and have the jeweler tell me what was the safest. They were to call me in 2 days.

After 4 days, I had to call them and I got the store manager, Mike. He said the jeweler recommended to leave it in the 6 prong head for safety, since it was 4.1 carats. I authorized them to leave it in the exisiting 5 prong, but put it on a new band that would fit me. He said this would save me money anyway. Good, right?

When I went to pick it up, they had put it into a 4 prong head anyway. As I looked at it, I could clearly see that there were now 2 chips in it, both clearly visible to the eye. I pointed this out, and the agent (different from the original) said that the paperwork indicated that there was already a chip. I said yes, I was the one who pointed it out, but that it was only visible under a microscope. She then tells me it was hidden under the prong. I point out that we had written on the paperwork that it was BETWEEN 2 prongs, and she says I'll have to talk to the manager.

Long story short: 2 more visit, numerous phone calls later...the manager refuses to do anything because my appraisal, the one I paid for specifically to so I could get the ring insured before I took it to Kays (out of fear of damage or switching the diamond) didn't have a "map". I insist that bringing the same witness to all visits, showing the agent on the microscope, showing them my appraisal, writing it all down on paper and speaking directly with the manager should have prevented this problem.

His answer: without the map, I can't help you. I want to, but I can't. I ask for the name of the bench jeweler, he refuses to give it to me. I ask for the name of his insurance, as surely they have insurance to cover these things. He refuses again.

Eventually, I pay to get my diamond back ($100 for a new 2mm white gold band, a special deal for my troubles. Original price, $250.) Mike reminds me that if I take it, I take it as-is and have to sign off on that. They're not liable for anything after I walk out. I say you're not taking responsibility anyway, so give me my ring please.

I take it back for another full appraisal, and find out that due to the damage they did to the ring, the ring is now worth $3000 less than it was. In addition, the appraiser is appalled and urges me not to wear the ring until I get it fixed by a real jeweler, as they had not set the prongs correctly.

This is the short version, but please BEWARE of Kays. After this happened, I went online and found thousands of bad reviews for the same type of thing. They do not take responsibility for damages, and talk down to you.