I went to Kay Jewelers at Eastview Mall in Victor NY to purchase a $300 wedding band for my husband (to replace an older one that was beat up...) While there I had my Original Engagement Diamond ring ($1000 20 years ago) and Anniversary Ring ($4100 8 years ago) cleaned. These were purchased from a real Jewelry store Not Kay.

After cleaning and examining them, they said that All the diamonds were loose in both rings and recommended that they get tightened and can be shipped out with the sizing of the new purchased ring and they would all return the same time. Fell for it!!! 10 days later stopped in only to find out that the shipment was lost by their carrier UPS. They offered a store credit for equal or lesser... (you get the picture).

My Husband went to the store and furiously demanded the total value in cash ($5100 plus tax, not including appreciation value) to no avail. He called customer service and they repeated the store policy of equal or lesser value credit (you get the picture).

They were Negligent, I get to pick 5100 worth of there crap jewelry, and they get a Full Insurance claim out of the deal… Lesson learned, “never" let your Sentimental Jewelry out of your sight, and certainly never let them talk you into shipping it anywhere without a retainer from them for the Full appraisal value. Husband is speaking with an Attorney and considering taking them to court on Principle.

My wife picked out a ring for her birthday at Kay jewelers in Seattle WA at their Northgate Mall store. Since it had to be sized and we were going to see our 1st grandchild, we asked to have it shipped to a store close to home in NY state. We returned a bit early due to a medical emergency and we had to resume care of my mother-in law that has Alzheimer's. On our machine was a message that the ring was in! Made arrangements for transportation to the Blvd mall store (I am disabled, wife cannot handle that traffic), the ring was still in Seattle! I requested then that the ring be sent to our home because of the difficulties in tranportation and was told NO! "Against Policy" I contacted corporate and talked to "Michelle" who's last name or employee ID is 6255. (Must be heck to get that on a drivers license.) She talked to Janet who is so important that she has no extension or ID but cannot be talked to. I am sorry if this sounds a bit whiney, but this was our 1st trip in 4yrs, caring for an Alzheimers patient is tough, but on top of that my wife ended up with B-cell lymphoma found in late early stage 4 and went into remission 6 months ago. This birthday was very special. Kay was explained this and cared little about our difficulties in travel which, in my opinion, makes a company no longer in touch with it's customers. We want the ring but now have to see when my sister-in-law's husband will be home from his heart surgery so she can care for her mom and we can go get it.

Treated my girlfreind as if she was a leaper. I had sent her in to have her jewelry clean, inspected and tighten. Plus she had snagged her tennis [diamond] bracelet at work. The clasp was bent and the 2 black girls just looked at her and gave her the 3rd degree . Wanted to know why she would wear diamonds to work. She is an asst. mgn. @ a drug store. Then the *** guy comes out of the back and ews and ahs. About taking it off. I didn't care if it broke THAT IS WHY I PAID FOR INS. on her diamond necklace, earings, ring, and bracelet. Well the little fellow was able to get it off without breaking it, rebent it and he was done. She left without getting her stuff cleaned inspected, of the 3 morons working there. Nobody knew how to pull my account up w/ my Marks & Morgan credit card and find info of my ins. I also don't like the way they bill interest first. It was a pain in the ---- to get credit back as I paid all my purchases off early.

May 10, 2006, I purchased, and had installed two watch batteries from Kay Jewelers (Columbia Mall, Bernadette Rd. Columbia, Mo.). The cost was $12.95 per battery which came to $25.90 with tax. At the time of I purchase a "Lifetime Battery Warranty" which is clearly stated on the receipt. I was told at the time of purchase that by paying a little more for the batteries (batteries usually cost about $9.98) they would be replaced, by Kay Jewelers, at no charge, for the life of the watch.

June 5, 2007, I went into Kay Jewelers to have one of the batteries replaced and they refused to honor the contract. First, I was told by some woman identifying herself as "Joanie", that they didn't have the tools to put batteries in my watch. I pointed out to her that they had the tools when they put the batteries in a year ago. Then she said that they would not put the battery in my watch because I didn't buy the watches at Kay. When I bought the batteries, purchasing the watches at Kay was never even mentioned as a criteria for the contract. She was shown the receipt and I told her that Kay was contractually responsible for putting batteries in my watch. I have a contract with Kay Jewelers for a lifetime of batteries for each watch. On June 5, 2007 I sent a complaint (Case # 1324366) to the Better Business Bureau in St. Louis, Missouri. They sent two notices to Kay Jewelers main offices, which they chose not to respond to until July 6.2007. The outcome of which was that Kay Jewelers was to honor the contract.

August of 2007 I went to Kay Jewelers again, now both of the watches were not keeping correct time. I asked to speak to the manager who was too busy flirting with a customer and so I spoke with a salesperson. I showed her the watches and my receipt. Because there appeared to be “some” energy left in the batteries, the hands on each were “flitting” back and forth, she told me they did not need batteries so she would not put any in. Once again I was sent on my way without working watches.

September 12, 2008. I have been pushing these watches around on my desk for 15 months and I finally decided to insist on my batteries! I walked into Kay and a woman (later identified as Amanda, the Assistant Manager) asked if she could help me. I pulled the watches out of my purse and told her I needed batteries and showed her the “Lifetime Battery Warranty” on my receipt. She said nothing, took the watches and we moved to the repair area. The hands on the gold faced Perry Ellis had completely stopped but the hands on the silver/black Gruen were still trying to move. She began prying the back off of the Perry Ellis and removed the battery. She then looked at the Gruen and not even being a jeweler or watch repair specialist, stated that the Gruen was broken and she would not replace the battery. She then “tested” the battery conveniently confirming her pronouncement. I asked her to put a battery in anyway just to see if a new battery would fix the watch and she refused. At this time I made it perfectly clear to her that if I took the Gruen to another jeweler and they determined that it was not broken and I had to pay AGAIN for a battery, I would report Kay Jewelers not only to the BBB but to the Attorney General for Missouri as well as every complaint board on the Internet.

She couldn’t get the back onto the Perry Ellis and we moved across the aisle to a kiosk run by two men selling jewelry and batteries. (Gold Valley Jewelry, 2300 Bernadette, Columbia, Mo. 573.445.4243) The owner, Seresh put the back on the Perry Ellis watch and Amanda left. I asked him if he would look at the Gruen and tell me what was wrong with it. He laughed and said, “It needs a battery.” He put a new battery in, charged me $8.64 and the watch is keeping perfect time. I left Gold valley and went over to Kay Jewelers. Amanda was with a customer, I stood for a minute or two (she was clearly ignoring me) when another salesperson came over and asked if she could help me. I reiterated what I had said earlier about the BBB, the Attorney General and every complaint board on the Internet. They both smirked like they were enjoying my frustration. As I was leaving I remarked that I didn’t know why anyone bought anything at Kay Jewelers and the customer should run from the store. At this point Amanda threatened to call security. I told her to go right ahead and waited. She didn’t.

The first time I went to Kay, I was treated well by the staff, so much so that I had recommended the store to a friend. What I don’t understand, in this most recent episode, is why she simply would not try a 50 cent battery in the watch when I asked her to. Is this much bad publicity really worth the small price of a battery? Or is this just some ego trip played on an unsuspecting customer by powerless, incompetent salespeople?

My fiance recently purchased my engagement ring at Kay. I spent hours admiring its perfection, but it was a little big, so I went to have it resized. When I got it back, there was a noticeable black spot in the left diamond. I pointed it out, but the entire staff insisted that it had been there, that it was "a birthmark of the diamond, " etc. It was on the inside of the diamond, however, I know for a solid fact that it was NOT there before. So this would mean that they didn't damage my diamond; they replaced it with a different one. The people at Kay jewelers are CRIMINALS.

DO NOT BUY FROM KAY.