My husband and I were disappointed with our last visit to Kay Jewelers 1 week ago. We went to the store 2 weeks ago to have my husband's gold chain repaired. At the time his chain had 2 pendants on it; one was a gold crucifix and the other one was a small, white gold, heart-shaped pendant. The employee who took care of us that day apparently removed the crucifix pendant to clean it and didn't notice the heart pendant fall. The problem was that she did that after we left the store. When we picked up the chain 1 week later, I noticed that the heart pendant was missing. The employees were sorry and said that they would look for it, esp. at the repair shop, and said that they would call us 3 days later to let us know if they found it. We got a call from the store manager(whose name is Cynthia) the next day and told us that no one at the repair shop had seen it, and that the picture taken at the repair shop only had the crucifix. So she told us that they would keep searching, and would call us again on Wednesday. This is where all of the mess begins. No one from the store called us on Wednesday, so we decided to go in the evening. When we got there Cynthia had a really bitchy attitude and kept telling us that no one found my heart pendant; kept insisting that we were lying because they had never lost any piece of jewelery before, and on top of that the employee who helped us the very 1st day said that she remembered that there wasn't a heart pendant on the chain. I got so mad that I told Cynthia that I wanted to see the security video from the day we dropped off the chain and she kept saying that they didn't have cameras, but later on said that they did have cameras but they only scan the outside of the store, not the inside. So she said that it was now our word against the store's and that they weren't going to do anything about it. Before we stormed out of there, I told her and her employees that I had a feeling that the pendant had been dropped on the floor, and that it was probably sucked up by the vacuum cleaner, and no one noticed it. About 15 minutes after we left the store, we got a call from the store and were told that my pendant had been found inside the vacuum cleaner. I was relieved to have gotten my pendant back, but I was upset because I wanted to give Cynthia a piece of my mind by telling her what a terrible and bitchy manager she was, but she was already gone, and none of the employees apologized for their mistake. After that horrible ordeal I told them that they should put cameras inside the store to protect customers from problems like this. My husband and I agreed never to shop at Kay Jewelers ever again, and I will give Cynthia a piece of my mind the next time we are at the mall because we deserve an apology for their mistake.

I wanted to buy studded earrings and a pendent base on what I can afford because I was planning to open a credit card to purchased them. After I spent an hour deciding what is affordable and what I can pay off within the "3 months interest free" plan, I figure out a monthly payment for a $415 earring, and after the sale lady was rushing me to get my signature to run the credit, I open the credit card.

When I went to ring out, the lady suddenly 'realize' she made a mistake on the earring pricing and the actually amount is $100+ more than the asking price. They refused to do anything about honoring the original price that they told me. Even customer services said "they couldn't so anything about it at the time" leaving me with a useless credit card, and a lower credit score with nothing to show for it.

The whole sale reps at The Loop off John Young Pkwy refused to resolve the issue that they cause, ignoring me to 'scam' other customers, and at one point to even had the nerve to show me another earring that was over $600?! I would never go to them again to conduct business. Not even to clean the cheapest jewelery I own.

I have a serious issue with customer service at this particular location. I had my wedding band re-sized -- basically a smaller band was ordered -- and was told I would be called when it was ready.

We never received a call. Finally, after a month of waiting, we called the store and was told by a kid (with attitude) that it was going to be sent back to wherever it came from because we had waited too long to come in.

We went in to the store and sure enough, they had sent the ring back. I proceeded to explain to a different kid behind the counter that we were never called. He told us we were called twice. I told him I would know whether I was called. (And I later went through my phone records. There was no record of any calls from Kay Jewelers.)

In the end, I was less upset about the fact that they didn't call and more upset about how both of these kids had such a bad attitude and had no idea how to treat customers. It indicated to me that there was very poor management at that location, and perhaps company-wide. I am incredibly thankful that we did not buy a more expensive piece of jewelry there and will never shop at Kay Jewelers again.

In 2007 I went to Kay Jewelers to have my wedding ring repaired. It was previously my grandmothers ring that was passed to me when I got married and it had a genuine diamond and sapphire on the gold band and I had it appraised, and the papers listed both stones as genuine. Both stones were the original stones from when she got married and were close to 50 years old. I had gone to Kay's to have the prong on the diamond repaired because they had been worn down from age and wear and they inspected the ring before sending it out. Nothing was wrong with the stones when they inspected it but when I got it back a couple weeks later the manager inspected it again and told me the sapphire had cracked. I was upset with this and he tried to pass it off as my fault saying the sapphire is a soft stone and because the ring was old but I told him I wasn't stupid, I knew sapphires are not soft stones and that it was not cracked when it was sent out or the person inspecting it would have told me, and that the sapphire shouldnt have been touched because it was the prongs on the diamond that needed work.. He quickly changed his story and offered to have it sent out and replaced so I agreed. When I got it back another 2 weeks later, everything looked fine. However when I took it to a different jewelers to have the appraisal done this year (just a few days ago actually.) I was informed that the sapphire was fake. I was incredibly upset upon hearing this and I returned to Kay's to file a complaint. They brought up the file and paperwork and tried to yet again pass this off as my fault and said they only replace stones with one of the same quality as the original and said the original was fake. I told them that if that were the case they why didn't they tell me about that when it was inspected before and after it was sent out and that I knew it was not a fake when I brought it to them. I told them I have not had any work done on it since they had worked on it and they refused to give me copies of the paperwork for the repair and demanded that I show proof that the stones were genuine before they could do anything. I'll be stopping by there today to show them the papers from the appraisal that was done before Kay's worked on my ring. I am not happy about this, and will take further action if they refuse to fix their mistake.

My fiance purchased my engagment ring for me at Kay Jewelers in Regency mall. He paid over a grand for a white gold wedding set and put it on Kay's credit. This past Feb. we purchased my fiance's ring at the Avenues Kay's. We went in there looking for just a regular 14carat 6mm gold band. The girl working there showed us some 2 toned rings with "white gold" and yellow gold with diamonds. She said she could do a better deal on the two toned ring saying it was a 550$ ring that she could for $360. We said OK and put it on our credit.
Not even a year of us being engaged I noticed my ring started turning yellow on the back. I had the lifetime warranty on my ring so I decided to take it to Kay's to have it looked at and see why is was doing this. My fiance's ring had been in the box since we purchased it (which was hardly 3 months) and I decided to look at it to see if it looked like that. Not only was the gold turning a "fake yellow" look but the "white gold" was TARNISHING! I was sooo pissed! Went to the Kay's at the Regency where my ring was purchased and complained. They said they could redip my ring and that all white gold no matter if its from Kay's or anywhere else is dipped in uranium which they NEVER mentioned with the purchase and would have to be dipped at least once a year. WTF?? THENNN my fiance's ring is the worst. They pulled up the receipt which read "SSl26 Men's wedding band" The lady told me that it was STERLING SLIVER with 10k gold accent! I said excuse me?? Sterling sliver?!? I was told I purchased White gold. And she said sorry it must have been a mistake. And I said ohhh no there was no mistake I never mentioned anything about wanting any other metal than all gold. I asked to speak to the manager who was not in at the time and they went on to tell me I could get a refund or replace the ring with another equal or lesser value. I told them no and I would go to the store where I purchased it. I called the manager at the Avenues store and she told me she is "sorry" about the mistake but there is nothing she can do about it. She said it "clearly" says on your receipt sterling sliver. I said NO IT DOES NOT. It says a code of ss something. HOW THE HELL AM I SUPPOSE TO KNOW WHAT THAT MEANS?!?! It could mean stainless steel or even stupid shit!! Then she told me another couple had the same experience with there sterling sliver turning and all she needs to do is clean it. BS! She then fed me some more fukin bullshit and said that the turning of the ring is due to the chemical reaction from sitting in the box with the glue. I said why the hell would you put your jewelry in boxes that ruin it?!?! I told her that she has made getting an engagement ring a horrible experience and that I was lied to and there is nothing she can do to fix this fraud of a deal I got talked into? She said I could purchased the original ring I wanted which was 6mm 14carat but have to pay an additional 50$. I said you can't eat that 50 for all this hell. She said she couldn't do that and basically said fuck you. FUCK KAY JEWELERS THEY ARE BULLSHIT FAKE SALES AND JEWELRY!!!