Kay Jewelers

TL;DR — Store opened 40 minutes late but service was good after that.
Arrived at 10:10 this Saturday morning (10:00 am posted opening) and the store was not open. There was a single employee inside going about setting up. At 10:20 she came to the door and explained that she couldn’t open the store alone. At 10:30 another employee arrived and they finally let me and the 3 other people who had joined me in 10 minutes later. The computer system was still booting but once they started serving customers the sales people were friendly and efficient.

***Please read my previous review first, as this is a continuation of the first (and last) experience I had at KJ.
At the end of this experience I thought at least I am the wiser about ever going to a Kay Jewelers again. And at the very least I never have to deal with these idiots again… but that was not to be.
I recently called the people who work at this KJ incompetent and having a «used car salesman» business style. In retrospect that was kind. The people who work at this KJ are the herpes of the jewelry business, they are massively unpleasant experience and despite your best efforts they just keep on coming back to make your life miserable.
I just received a bill from the KJ account for the total of my ring, $ 249.10. The account that was supposed to have been closed out when I last was at the store, for the ring that I ALREADY PAID FOR ON MY CREDIT CARD!!!
Now I wanted to give KJ the benefit of the doubt because it is seriously hard for me to fathom that people can suck this much at their jobs. I called KJ to check my account balance, yep $ 249.10. Then I went and reviewed by credit card statement, and sure enough I wasn’t hallucinating when I gave him my credit card, there is it a charge for $ 249.10 on my credit card.
Now I have to fight this charge, which mind you I have to wait until Monday to do because apparently KJ customer service isn’t open on the weekend.
I’ll defer to True Detective’s Martin Hart regarding my feelings about the people who work here:
«If you were drowning, I’d throw you a fu*king barbell.»

Please do not shop here! I had such a bad experience at the Kay Jewelers in Springfield. I paid $ 100. to get my ring fixed and they did a terrible job. The customer service was so bad they did not care that the ring was not fixed properly. They told me they were going to replace the prongs but when they called the place that actually repaired my ring they stated that they did not replace the prongs. I have to pay to take my ring to a new repair place. Please save yourself the frustration and skip Kay Jewelers!

I’ve worked with this kay jewelers since it was originally in the mall back like forever ago, after springfield mall closed down it was moved across the street next to models and now that springfield mall opened back up they moved the store back in while keeping the location in models open.
Now I have dealt with the original people that are in the mall and I have to say they are all very nice but one. She is the manager or the assistant manager not quite sure she one or the other. But her behavior is inexcusable, the employees themselves are very nice and always willing to help, but I have witnessed her do otherwise and even argue with me and other customers when I have been in there. When I went in to do a trade in with my husband a younger lady helped us find the ring we wanted and it was great we were excited and she told us she just had to get the manager to actually ring up the trade in as she wasn’t as experienced with the process, which of course we didn’t care it was just paperwork. she explained to the manager in front of us if she could just help her with the trade in process since we had already picked out what we wanted, the manager then proceeded to suck her teeth and snatch the ring away. After that she tried to be very nice with us and I was a little upset about how she treated her employee but when I let it go and then she proceeded to try and convience us to get a bigger piece when we said no her nice attitude went away, she went through the paperwork and just handed the young lady the stuff and left. The employee apologized and made small talk while she organized our paperwork and then my husband asked what the numbers on the receipt and turns out the manager took part of the sale from her, she said it was okay since she asked her for help but I was furious, this employee took the time to listen to us and she didn’t even get the whole commission for it. I don’t blame the employees they are trying their best, you can tell by their reactions they just don’t know what to say about her behavior because they have shocked faces as well.
Now as for people complaining about losing their diamonds and getting metal work done, their two separate warranties. The diamond bond is what they give you for free where you have to bring it in EVERY 6 MONTHS in order for the warranty to work, if you don’t then they don’t pay for the diamond. thats pretty simple. The warranty that you buy during your purchase is the esp which covers metal work only. Just keep that in mind I personally had issues with this as well but now that I understand it everything has gone smoothly. Also this store is great just avoid the manager, their all very nice and have always gone out of their way to help me.

I don’t know if people are confusing this stand alone store (next to Modells) with the Kay Jewelers inside of the mall (which is terrible by the way), but my wife and I have nothing but good things to say about this store.
I originally went to the Kay Jewelers inside of the mall for an anniversary band. When I brought my wife back to get it resized, the staff there were not only rude, but unhelpful in ordering a custom small size ring and treated us like we were subhumans with a third eye. Several times the store manager tossed our ring around on the counter while she did other things. She also dropped our ring on the floor a couple of times.
She told us that they needed to order a smaller size which would then need to be sized even smaller and sent out again and wrote down my name and number on a piece of scratch paper and said she’ll let us know when it comes in. I received no official receipt or paperwork. Not even a business card.
We also asked to get an estimate on a platinum wedding band with infinity diamonds and a diamond solitare to see if we might actually be interested in trading them in for an upgrade. She quoted us a low ball $ 375 as if we didn’t know how much our Jewelers was worth. We had the solitare appraised at $ 700 before our visit and that’s not including the wedding band. Weeks pass by and i recieve no call from this store with regards to ordering a smaller band. Needless to say this place is terrible and clearly doesn’t care about your business.
One day when we were driving to the mall we saw this stand alone Kay Jewelers. We went in and explained our issue and they told us they get a lot of complaints about the mall store. Vincent and staff were friendly, sympathetic to our debacle, and not only resolved the issue, but custom order the exact size we needed the next day and we had it before the week was through.
Very happy with this store and staff and I highly recommend.

I bought a emerald ring for my wife and she wore it once the stone came out; the store was great and replaced it no charge!

Treated very well at this Kay, I wanted a new watch for a while now and I work near the shopping center. I stopped in and found this awesome Citizen ecodrive watch the staff let me check it out, told me about the warranty and told me about some nice affordable gifts for VDAY coming up.

My wife left her watch for a battery replacement ($ 20) while shopping with our daughter today. When she returned the crystal had a small scratch. She noticed it right away and asked to see the manager.
Even though the scratch is visible and you can feel it with your fingernail the manager told my wife, «There is no scratch. I don’t see a scratch.»
My wife was shocked at this blatant lie. «You can feel it with your fingernail!» my wife told her. The manager refused to do a thing and simply turned to the sales girl and said, «Give her a discount.» My wife tossed the twenty dollars on the counter and walked out furious. I can’t blame her!
This is total B_​S. My wife loves this watch and she’s really upset. How do people get away with this? They damage an item and then not only say they didn’t do it, but that the damage doesn’t even exist! What is our recourse? Nothing! They simply ripped us off.
Shop at Kay? Stay away! That is my advice.

Was there a few minutes after 10:00, when the store is suppose to open, and the doors were locked. 2 saleswomen were inside and just looked at me. Finally opened the door at 10:10. I walked I’m with my daughter, following the lady who unlocked the door. Neither of the 2 ladies said a word to me! She asked if I wanted an inspection and when I said yes but my rings were from Jared’s, however I have done the inspections with Kay before, she got all bent out of shape and went off. Said «you people» need to call Jared’s to make sure it was ok, she would do it but won’t guarantee anything, blah, blah, blah. Did she mean my daughter and me when she said «you people»?? I told her I would just go
to Jared’s then since this was such a problem for her, to which she tried to back peddle a little, but was still very rude. Why did they hire these people??? So rude, seemingly lazy and don’t really care about their customers!

Limited selection of extremely overpriced jewelry. Condescending sales people. Ick.

While the shop has been renovated, they store still lacks workers with proper customer service. Seems customer service these days has really gone down the drain. Anyway, I had purchased my husbands diamond wedding band from Kay’s 6 years ago and made sure I also placed the esp warranty on it. He has always been really good at taking his ring in for inspection and polishing. Back in CA he never had complaints about service, but it seems since moving here this store gives him a ton of issues when he requests documentation that the diamond was inspected along with the band itself. Not only that, it seems that even though he has to fight tooth and nail on something they have to provide, they aren’t recording it in their systems.
For example, today, my husband goes in at 10 til’ 2pm to pick up his ring. He requests for the documentation, which he places with his esp record booklet. The woman, is clueless to what he is asking for so she asks that the manager, who was playing on the computer, come over to help. Well that lady begins to give him a hard time and asks why does he need this every time he gets this done? Worse, she states this after only pulling up records from 2011 when we moved here; not recording the ring was inspected several times between 2011 to date. My husband advised her that the last 2 inspections he returned home only to have one of several diamonds fall out, 1 getting lost and one being found. He said he has had to prove to them that there were inspections done accordingly, which is required for esp coverage to kick in IF a stone where to fall out. With that said, the manager did not give a hoot and continued to make it hard for him. He eventually did get the required, per warranty, diamond and band inspection paperwork, but not before walking out annoyed. I don’t think we’ll be going to that store again. One thing is for sure, we will be writing corporate and contacting the district manager as that store refuses to follow company protocol.