Terrible Customer Service after the sale. I received a nice watch for Christmas and wanted to return it but we were 10 days past the 30 day return window so they basically said "to bad". I called Kay Jewelers customer service and they said the same thing. I understand policies and why they are in place but with Christmas and gift giving I think policies can have some exceptions too. No one in the company cared and were very rude to my wife in person and me over the phone when we kindly asked them to return the watch. I will NEVER shop with Kay again and highly recommend you don't either.
I went in for a simple watch battery and one of the managers,Matt, took my watch and said he would "see what he could do." I knew the watch was old, but it was my grandfathers. He came back with the watch working, time set, which is what I expected, he then said since they were not busy that he had something else he wanted to try. He spent almost 20 minutes cleaning each link of my watch, then polished the face and everything. It looked amazing. I offered to pay for the battery and even tip him for the cleaning and he said no. He said it was on the house because it was an heirloom piece, and it was no big deal. Well it was a huge deal for me! What Matt didn't know was that I needed an engagement ring to propose with. I told him I was in the market. He asked me standard questions, but then he started asking about me and my fience. I had been to other jewelers before, but nobody had seemed to care about us more than to find out what we wanted in a ring. Matt explained that the hobbies my fience enjoyed or her profession might effect the style of ring we should be looking at. He also told me " I don't care if I sell you a ring today, that's not my job, my job is to find you and your girlfriend not just a ring, but the ring." He really seemed to mean that because We spent almost two hours looking at different ideas and styles and he found me something that was perfectly in my budget, and was something I knew my girlfriend would love. Well I proposed and she said yes. She laughed when she examined the ring and said it was the exact one she had picked out when she had been shopping a few weeks prior, but never told me about. We went in to see Matt to have the ring sized and he greeted us like old friends. Gave us great customer service again and my Fience and I have decided we will go back to Kay for everything.
Don't bother returning something and getting your money back anytime soon. I returned an item, they told me 7-10 days. Called on day 12 she said it was already mailed out. After nothing, I Called on day 16. He said it went out yesterday . I am on day 18 and still nothing. Buy used to avoid over priced half assed jewelry!
My husband purchased my wedding band from this store. The morning we were suppose to leave for our honey moon one of the diamond stones fell out. When we got back from our honey moon we brought it in to get it repaired. When we received the ring back, I noticed the stone it was replaced with was a small stone not matching my setting. When I let Kay know about this they basically made me feel as if I was seeing things. Every other jeweler I asked about this took a look at the ring and stated the stone was not replaced with the appropriate stone but rather a cheaper smaller version. Now, after seeing what Kay is doing to people, I don't think I am crazy anymore and realize they did in fact cheat me! We will NEVER purchase from them again. We are also in contact with our attorney to see what can be done.
We all know about the diamond market.
Kay Jewelers is a US Jewelry Store based in Burnsville, Minnesota. Kay Jewelers is located at 1067 Burnsville Center, Burnsville, MN 55306, USA.
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