Kay

I received a new engagement ring yesterday, and of course I’ve been very aware of it and making sure it’s in pristine condition. I brought it in to Kay’s to see what bands might look good with it today. Barbara offered to show me a ring enhancer (the kind with two bands that go on either side of the engagement ring), so I let her take my ring to put them together to show me.
Before I could say anything, she FORCED my ring into the enhancer. After I looked at it, I tried to separate them, but couldn’t get my ring out. She grabbed the rings from me and YANKED my ring out of the enhancer by holding the main stone and pulling! My ring came out, but dropped hard against the table. I of course immediately checked it over for damage, and there was now a huge scratch in the side of my brand new, beautiful ring!!!
First Barbara and her colleague (whose name I didn’t get) insisted it couldn’t be their fault because the gold of the enhancer was softer than the platinum of my ring. However, once I pointed out how new the scratch is and that you can actually see a tinge of the gold, they offered to take the ring overnight to have it polished. I thought about it, but there’s no way I’m letting anyone from that store ever touch anything I own again. I’ll be taking it to a jeweler I trust to get it fixed (I’ll think about sending them the bill, but not sure it’s worth the trouble).
I walked out of the store heartbroken and near tears. What should have been a wonderful day with my new ring is now ruined.

We purchased our wedding rings from this location about five years ago and had great service. This time however, not so much! I called the other day and Marcia answered and she seemed less then happy to help me and be working for that matter. I desperately needed to find out my husbands ring size and you would think that being the big company they are that they would have that in your customer profile. She told me the only way she would know his size is if we had his ring sized at the time. I told her I did’t remember and with an annoying sigh she agreed to look up my account. She then said she didn’t see we ever had it sized and was silent. OK, I get you don’t have record but she had no suggestions, no empathy, and she didn’t even invite me in to get him sized! This is a possible sale! I then told her our conversation had been less then helpful and she goes, OK bye, and hangs up! Unfortunately now I will be going to a different jewelry store for my purchases just to avoid her. What a disappointment! :(

The manager, Brittany, of the Miracle Mile Shops location was such a blessing to us the weekend my fiancé and I got engaged. He proposed spur of the moment, without a ring. We went to Kay Jewelers together to pick one out and Brittany blew us away. I had no clue what I wanted. She took one glance at some photos of rings I liked on my phone and said, «I know just the collection for you.» She took me to the Neil Lane collection and I fell in love with the very first ring she picked out for me. I tried on a dozen others and nothing else compared. Brittany has an expert instinct and was the PERFECT blend of professional and personable. I felt like I was shopping with a close friend. She was patient and never pushy and kept us almost perfectly within our budget. I felt comfortable and educated on my ring and the quality of my stones. She’s communicated with me since our purchase to update me on the status of my ring, exceeding my expectations of customer service. She made our experience fun and easy. I honestly don’t think we’ll ever forget her.

We recently got married, so we took our rings to them for resize and to mend her wedding band together, when we decided we would have them do it, they took almost an hour just typing on the computer to put the order in. «We have a new system» was the main excuse.
We we returned the next day at the time they said would be ready, they forgot to mention that their jeweler didn’t come in until 1 pm on Sundays. So they asked if we could come back in 90 minutes.
When we returned 1 hour 40 minutes later. They tell us the rings are done and bring them out… Her wedding band isn’t mended. So again they ask us to come back in 2 hours. (At this point my wife gets angry and just asks for a refund for the mending of the rings because it wasn’t done and we have to catch our flight that night) well she says one second, walks back with the manager to the jeweler and comes back after 2 minutes and says the jeweler is working on it right this moment.
~10 minutes later~
Jeweler finishes up, she brings the ring out, and it’s mended but now one of the stones is missing. I immediately notice, mention it and the jeweler takes it back to put another side diamond on it. 10 minutes later again we get the ring back and it’s done finally, 2 ½ hours after the pickup time they originally told us. And as I’m signing the papers for pickup. The woman mentions to me that she typed the solder into the system but forgot to write it on the paper. And again apologizes for «the new system»