Kay

I hate giving one star. But I have been a customer for years and have had great service up to now. I have always bought the warranties on every piece purchased. Today was told would not cover stone replacement. I seriously purchase at three pices a year. I am going to take my business else where. If you can't honor your warranty I pay for.

My husband and I have spent quite the amount of money here and when we ordered my wedding band we had to send it to service to get it resized. When I got it it still didn't fit so the young woman who helped me said going up barley half a size would do it. I wait another 2 weeks for my band. It came back and STILL DIDNT FIT. I went to bring it today to get it sent for the 3rd time and they were closed at 2pm. There was also no communication from the store to us on when our items got in the store to pick up. This Kay's jewlers is not knowledgeable of their products and evidently don't care how many times a ring gets sent back to service. Its been an unpleasant experience and will never use this location again.

I came here with my husband looking to buy a custom made ring. They Were quick to greet us as soon as we came in. They were very quick about sizing my finger and finding out what I liked. They took their time with me to make sure That I was able to look at all the options that they had available. We ended up designing a very beautiful ring together Online inside the store. Unfortunately inside the store I received an error message and they told me I had to do it at home.nnSo I went home and I was able to find the exact ring Style I was looking for thanks to them writing it down for me at the store. I was able to build my custom ring with my Families birth stones in it very quickly. I was also able to arrange the birth stones in the order I liked and got to see A picture of how it would look in that order before I purchased it. Over all it was a very quick and easy process. It also showed me the options Of how much it would cost to have artificial birth stones put into the ring versus real birth stones.nnWhen I went to purchase the ring online the price never changed. Which was a nice change from other places I had tried to purchase Custom made jewelry from before. It took 2 weeks to get my ring in. I picked it up inside the store and we looked over it together to make sure that there was no flaws in the ring. It was perfect I am very satisfied.

UnpreparednnWe recently went to pick up our jewelry that had gone in for repairs at the Clackamas Town Center location in Portland. Our experience was less than desired because of how unprepared the manager (Mercedes) was for handling business during the reopening phase of the COVID response. On June 14th we were told to just show up to pick up our jewelry during business hours. Prior to that, my wife and I called to verify the jewelry was ready and ask if we needed to schedule a time. Both she and I were told that we didn’t need an appointment and just come on down. Needless to say, when we got there at the opening time, there were two employees that already were with two customers that seemed to have appointments. We followed the instructions posted and proceeded to wait for 45 min. I was the first on the waitlist and by the time the one of the two employees were freed up there were 9 others on the list.nI feel that there was a lack of preparation and direction to optimize sales and service. My hope is that you can make changes within your store structure to accommodate business during these times. Have more staff, schedule appointment times for pick ups or have a dedicated person for pick ups.

It’s a shame I have to leave at least one star.nnI attempted to purchase a ring online, receiving an error during checkout. Thinking I had perhaps entered a wrong number, I tried to checkout again. Same error. I then checked my banking app to see that I had two pending charges on my account. The next day I called customer support and Kay CS claimed they didn’t have any orders. I called back with my bank rep for a 3-way phone call to figure out the mistake and Kay CS put the order in for me. A lady named Jerry took my information but entered the wrong email address down. The next day I called to check my order status and found out that my order had been canceled because of That error. The man I spoke to was rude so I asked for his supervisor. After about 40 minutes, Amy, found the item I wanted and promised me she would over night it to this location for me. Two days later, still no call. I called the store and Mercedes said she would call with an update. She never did. Amy eventually called me and stated that they “forgot” to overnight my ring and it won’t arrive until Tuesday, which is when I leave for vacation. Meaning I now have no ring to propose with AND I still have 4K in pending charges to Kay Jewelers. Wow.