I purchased a chain for a pendant at Kays jewelry and will never return. How anyone could go there for something more valuable is beyond me. The sales people know next to nothing about jewelry and the managers are horrible at customer service.
I wanted a 40 adjustable chain, but one that would be 36-40 inches at its longest. I had to buy a 20 inch chain in the store and order a second one, then come back in when the second chain arrived to get a guarantee and send them in to be sautered together. Then when I went to pick it up (already over a month had gone by since my original purchase), and the instructions werent clear, they had left both clasps intact, which looked ridiculous.
We sent it back again, so over 6 weeks after my original purchase, the chain was mine. Then it broke, so they sent it back again and I waited 2 more weeks. Then it broke again. Then a third time. The person repairing it said they should replace it with a different chain that would hold up better at the new connection point. This is where the customer service becomes a complete nightmare and I recommend you never make a purchase here.
The original saleswoman, who was nice, but obviously sold me a chain that wasnt strong enough to hold even a small pendant, sold me one lifetime guarantee, since the two necklaces were only one piece. When I went out to pick out the new chain(s), we chose a box chain instead the bead type we had originally picked. Issue, each necklace was $10 cheaper than the original necklace, but instead of getting money back (or a store credit or SOMETHING), they wanted to charge me $10 more.
I told them no thanks, I would come back a different day to deal with someone else. Then the manager oked charging me $5 instead. No, I said. Then they told me fine, same price. Whatever, I thought, I just want the necklace. A year and a half had gone by since my original purchase. But when I got home, I was upset about getting a cheaper necklace for the same price. I sent an email through their website to customer service. I got a call and over the course of three conversations over a week or so, the woman I spoke with changed nothing.
First she said it looked like on the receipt I didnt get a refund because I got a St. Judes bear (I did not). Then she said they couldnt give a refund because I had the necklace for more than 60 days. Then she said I had to buy two lifetime guarantees. This was the final explanation I received. They basically had to upcharge me since they dont give any type of refund on purchases over 60 days old. Even if the necklace I bought was faulty!!
This company is not worth doing business worth. If you are looking for jewelry for an important event in your life, choice a company that will stand behind their merchandise!