Kay

The associates are awesome! They made selection far simpler than I'd experienced elsewhere.

I have worked in customer service my entire life. I have always prided myself on doing the absolute best job I can. Thanks to the work ethic my parents enstilled in me and my siblings when we were younger. Mark Mackey bought me the most beautiful promise ring from Kay Jewelers. I got this ring March 14th. On April 23rd the diamond fell out. I felt absolutely terrible. And we couldn’t do anything about it because it was in the middle of the corona virus pandemic. On May 15th I called the billings store because they were the only store in Montana that was open. I was “lucky enough” to get the manager Karen. I explained the situation and asked if she knew when the Missoula store would be open. She said she had no idea but since my ring was so new she would look in the data base for Kays and see if she could find my ring to get me a replacement. She said she had found 2 and would get one shipped to the Billings store and then contact the Missoula store manager and get it worked out so that I could meet her and we could swap out my broken ring for a new one. I was so excited. She said she would call me the next week and let me know. Well by Wednesday the next week I had heard nothing. So I called them back on Friday May 22nd I called back and got a different associate that said that Karen was not available because “she was on the bathroom” but as I was telling her my story Karen had come back. The associate was telling her my situation and Karen had no idea what I was talking about. So they said they would look in to it and call me back in a couple days. I heard NOTHING for 2 weeks. On Friday 6/5 I scheduled a virtual appointment to see when the Missoula store was going to open so I could return my ring. Not even a half hour later I got a call from Katie the Missoula store manager. She wanted to know why I wanted to return my ring. I explained. She apologized a lot and said she wanted to fix things. She looked in the database and fount multiple rings just like mine. She said that Karen never put any notes on marks account for the ring. She found multiple rings and said that she was taking one of her employees off of furlough on Monday to clean and that on Wednesday she would be in the store and would order the ring to be shipped to the store and would call me when it came in and we could swap it out instead of taking my ring and sending it to get fixed. She said she would put a pop up on the account so every time she logged on my account would up so she would have to take care of it. I called Mark, my sister and told all my coworkers after I got off the phone with her because I was so excited. Well......on Friday it will be 2 weeks since I have heard from the Missoula store. At this point we are going to return our ring because the customer service is absolutely uncalled for. It is very clear they do NOT care about their customers they just care about making a dollar. While all of this is happening Mark is still being charged for the ring twice monthly. I am truly devastated to return the ring because I absolutely love it but We do not want to want to continue to business with them anymore.

MY RING IS BEING HELD HOSTAGE.nnI bought an engagement ring for my now fiancee, it was supposed to be done on the 27th of March. It is now the 6th of april and since they closed down I have had no word about where it is or when I will get it back. It would have been nice to at least get an email or a call detailing when I would be able to get my ring. Very disappointed with customer service...

The staff here are fantastic and defiantly go the extra mile. They were able to help me with the perfect ring for my wife. I could not thank everyone there enough for all the help!

Katie at Kay is amazing. She went above and beyond to help us upgrade my engagement ring. We’ve stopped into this store quite a few times since we moved to Missoula, and every time it’s been great. Katie is very welcoming, knowledgeable, and accommodating. Couldn’t recommend them more!