I can not begin to describe with words how awful my experience with Kay Jewelers has been, but I'll do my best here.
I purchased a wedding ring, engagement ring and my wedding band from Kay's back in May. The ring had to be sized down to 4.5, and the store said they could do that with the ring they had in stock without issue. As it turns out, the ring couldn't be sized down that far without compromising the integrity of the setting, and one of the diamonds fell out of the engagement ring just a couple weeks after it went in for its routine six month inspection.
We brought it in for repair, and I was told I would have it back in two weeks; just in time for our engagement photo shoot. Two weeks later, I was told that it would take up to six weeks and that the store employee was incorrect with the timing. I was credited back for the previous sizing as a thank you for being patient, but upon further review of my account, I was charged twice for the sizing by accident, so getting the credit wasn't a "thank you" at all.
Weeks pass and there's still no word about the ring repair. We contact customer service, and we're told to go to our local Kay's to speak with the manager. The manager informs me that the ring will always be screwed up because they never should have sized it down that far to begin with, and get this, she then tells my fiance and I that the salesman didn't opt for ordering a smaller ring rushed the sale so they could get the commission more quickly!
That actually happened! We were then told that the ring I purchased was not being made anymore, so I couldn't get a replacement.
The manager then gave us two options -- either get our defective ring repaired and inevitably have to bring it in every few months for repair, or get a new ring of equal or lesser value. Since my fiance really loved the shape of her engagement ring, we decided that we'd opt for getting the same ring at a lower carat weight. When I asked about getting reimbursed the $1,199.00 price difference between the ring I originally bought and the ring I was going to have to settle for, they told me they wouldn't do it. THEY WANT ME TO PAY THE SAME PRICE FOR A CHEAPER RING! We left the store not knowing what to do, and I decided to call customer care and have them sort it out.
- I called today, and was told that they could do nothing for me.
- I told them that I wanted to return all of the rings, get a full refund and bring by business to another jewelers. They said I couldn't do that either.
- I asked them if I could get a ring of greater value and have them absorb the difference. They wouldn't do that.
- I told them I wanted to speak with a manager. They wouldn't let me.
- I finally told them that I was going to be filing grievances with the BBB, state's Attorney General's office and that I was going to be filing with small claims court to recoup my losses. They didn't care.
In summation, the engagement ring I purchased in May has literally spent more time in Kay's repair department than on my fiance's hand. I was sold a faulty ring on purpose, and had that fact validated by the manager of my local Kay's Jewelers. I'm stuck with an engagement ring that's vomiting diamonds left and right, and they won't offer me a partial refund on a smaller ring of the same shape, or a full refund so I can get a ring from a different jeweler that incorporates some semblance of customer service into their day-to-day operations. The ring is still somewhere in the purgatory of Kay's repair department, and we're now being told that the ring won't be back from repair until February 20th, making it 14 weeks (or 3.5 months) that it's been out for repair and not on my fiance's hand. At this point I can only assume they are purposefully stalling the delivery of the ring in order to get us to give up and accept their insulting offer and lose $1200.
I have had some awful customer service experiences in my life (I think we all have), but this officially takes first place.