Last friday, December 1st 2023, I went into the Cambridge Ohio store. I have been a customer of Kay Jewelers over 40 years, all the way back to when they were Rogers Jewelers and my grandmother was purchasing from them. My first piece of jewelry came from them.
I have never in my life been so humiliated, embarrassed and offended as I was last Friday. I had dropped off a chain and custom ring, both which have a lifetime extended warranties. The manager, Tiffany, had called me to tell me to come pick up my jewelry and they would not be dealing with me any further. This ring was compensation for a mother's ring I had taken to the store several years ago to have repaired and somehow had inadvertently been destroyed. This manager, Tiffany, was the one who had handled the original transaction and evidently there is some negative feeling on her part in assuming because when I went into the store to follow up on the phone call to pick up my jewelry, she began referring to that situation and making the most outrageous defamatory statements I've ever heard from what is supposed to be a professional. She immediately said that she was not going to allow me to take advantage of Kay's and that I was a criminal, a liar and that she had sent my "mugshot" and those were her words, over corporate. I was floored. She went on to say that she knows all about me and she made sure that corporate does as well and that the company as a whole was "done with me"! She said they would not honor the warranties and continued to assassinate my character in the middle of the store in front of other employees and customers. I don't know if this woman has mental issues or if she was on some type of chemical that caused this behavior but I have literally never in my entire 51 years of life, been treated like this by someone who was supposed to be operating in a professional capacity.
I left the store and immediately typed an email to the representative at Kay Jewelers who had worked with me in creating the custom piece originally, Kaitlyn. She reached out to me the following day and expressed her disappointment and apologies for the way Tiffany behaved and assured me that this would be forwarded to the appropriate Dldepartment to handle. Kaitlyn is extremely professional and an asset to Kay Jewelers; she has been clear with me however, that she cannot ensure that this is dealt with only that she has passed on the information. It has been nearly a week and noone has reached out to me even though I have insisted that I need to speak with someone who can assure me that this manager has been dealt with appropriately. The only person who seems to care about this is Kaitlyn, and she has no ability to deal with anything other than repairs. It's disgusting to me but it appears at this point that Kay Jewelers has no issue with this type of defamation and mistreatment of loyal, lifelong customers. Myself and my family going back generations have been loyal customers of this company and it's appalling to me that someone didn't reach out to me immediately and that this woman was not swiftly dealt with. To behave this way in itself is disgusting but to do so to an undeserving, innocent person and to do it in front of customers and other employees is so unacceptable I don't even have words for it but here we are an entire week later and evidently Kay Jewelers supports this behavior because they have not bothered to say a single word or make a single apology to me! This manager, Tiffany, is a loose canon and should not be permitted by Kay Jewelers to continue in a professional capacity after behaving in such an unhinged and absolutely appaling manner towards a customer. I was genuinely hoping that Kay's would address and deal with this and I could leave it there but it doesn't look like that's going to happen so it's time I consider my next steps and how far I'm going to have to take this to get justice.

They didn't send my earing they got my money it 2weeks now where is my earing MY MONEY OR EARING my earing or money

Kay jewelry denied me to return merchandise because they say I am responsible for the date they mailed the merchandise to me. Not the date I received the merchandise.

Hello! My name is Michelle M., and it is my pleasure to help you celebrate life and express love today! Before we get started, may I please have your full name, phone number, and email in case we get disconnected?*******@aol.com Diane Lynch *******034
May you please research when I received this product
Thank you for the screenshot. Yes, I can, one moment while I research the order
I am trying to return my order be it's to small for my husband.
Thank you for waiting Diane
I don't feel I am responsible for anything until I have it in my hands
I see the order was delivered to you on 5/23/2023
Ok that's not true but let's go with that date today I tried to return the item and was denied Today 6/23/2023
I apologize for the inconvenience. Did you try to return the item in store?
I understand. The return window begins the day the item ships which was 5/22/2023
I just tried to create a return label for you and received this message:
There are no eligible item(s) to return from order **************.
Hollow Miami Cuban Chain Necklace 10K Yellow Gold 22". Quantity: Price:$2,519.99
This order is outside of the return window.
No I am not responsible for an item until I receive it Honestly I didn't receive the item until 5:25/23
I apologize, per the return policy:
https://www.kay.com/kay-returns-exchanges?icid=FOOTER:Returns
"Return your online purchase by mail up to 30 days after your purchase was shipped."
The item is eligible for up to 60 days from the day it was shipped
I can understand walking out a store with an item. I am responsible for Kay Jewelry mailing and I am responsible for returning the item. Tell me what is Kay Jewelry responsible for
I apologize but the item is no longer eligible for return. I even tried to create a return label for you but the system will not allow (the message I provided earlier in this chat). The item is only eligible for exchange I am sorry 60 days may you please clarify. If you'd rather exchange your purchase for something new, great! Simply bring it into any KAY (or Sterling Family of Jewelers location) within 60 days after your order was shipped (within 30 days for watches).
No, someone can override that. I am not at all understanding, your policy making the customer responsible for not having their merchandise. Is horrible. This is poor customer service.
I apologize but it is not eligible for return
If I received the merchandise there would be no argument. I cannot be responsible for merchandise until I receive it.
The item is no longer eligible for return. At this time, only option is to exchange the item
How can you make me responsible for merchandise I do not have. Anything can happen to this merchandise and you are holding the customer responsible for something you mailed out.
You can override that because I didn't mail it Kay Jewelry did
If the item was never received, an investigation would be opened with UPS because the item is over $1,000.
Why am I responsible
When the item is over $1,000 a signature is required
The item was shipped on 5/22/2023 and that is the date the return window begins
Not when the item is received.
That would be jewelry issue. I am not responsible until I receive it. You say 5/23/23
Policy, as it reads on Kay.com, states the time clock begins the day the item is shipped.
Explain how am I responsible for something i don't have and it's out of your control to mail.
Return your online purchase by mail up to 30 days after your purchase was shipped
What are Kay jewelry responsible for
It has been more than 30 days, the item is no longer eligible for return only exchange at this time
You mailing the item not me. How am I responsible.
That is the return policy at this time
Details about the return policy can be found at https://www.kay.com/kay-returns-exchanges?icid=FOOTER:Returns
Is there anything else I can assist you with tonight?
It's just one day. You all can give the customer a one time waiver. I will never understand how I am responsible for what you are mailing.
I tried to create a return label for you but the system will not allow it. The item is no longer eligible for return. Ask your manager
I have researched the issue for other options and the only option available is to exchange the item.
I am sure there is someone above you that can override this.
I need to speak to your manager or escalate this higher
The only option available is to exchange the item, that is why I tried to create the label for you. That option did not work
Are you denying me a manager
I can place your name on the call back list. The timeframe is 24-48 hours for a call back. Would you like for me to add your name.

The seller will always be responsible for the package containing their product until it gets to the purchaser.
This essentially means that as an e-commerce seller, you are responsible for the package until it is officially delivered - even though the package is no longer in your possession.

The necklace my mother purchased at the Sebring Kay Jewelers had a small clasp and she asked the sales associate if a larger clasp could be put on. She said yes and told her that it would be available for pickup in about two weeks. She explained that times were a little extended due to the pandemic. We of course understood that and were accepting of the two week timeline. Donna was very nice to us and I want to put an emphasis on that. This is not a complaint about her. I had purchased a ring at the same time my mother purchased her necklace. I needed it resized so they were sent off together. I went to the store to pick up my ring and her necklace after the two weeks and my mothers necklace was not there. The sales associate Amber contacted my mother via phone to inform her that there was nothing wrong with her necklace. My mother acknowledged she knew that there was nothing "wrong" but that and it was sent off to have a larger clasp put on. My mother expressed to me that Amber was not very helpful on the phone so I went to the store with her to sort this out (about 2 weeks after the phone call with Amber). When we arrived Amber greeted us dressed very inappropriately. She had on what looked like yoga pants with a tank top and a cover up. This tank top was a lace front and was cut down to about her navel. I'm not sure if that is a new sales tactic Kay Jewelers is encouraging, however, I am not impressed. Not only was she dressed unprofessionally, but her demeanor coincided with this attribute. My mother was frustrated, with good reason, but remained professional (this is now 1 month + after the purchase date). Amber did not empathize with the situation and was rude to us. She made us feel as though we were an inconvenience. Regardless of the poor customer service we left thinking the situation had been handled. It is now 2 months + after she purchased the necklace and she still has not received it. She has not been contacted about the status of her necklace and has made two payments towards the item on her credit card. I have had such a horrible experience at the Sebring store I do not plan on shopping there again in the future.

This was my original review (with 5 stars):

I had a fantastic experience at the Kay Jewelers in Sebring, Fl. My mother and I stopped in after brunch to pick up a pair of earrings I had sent off for repair. The customer service was excellent. My consultant (I think her name was Donna) was very friendly and knowledgeable. After I received my earrings back my mother and I decided to browse around a bit. The consultant was prompt in aiding us. She made the experience fun and relaxing. We both made purchases and she helped us find the perfect pieces to suit our individual style. Excellent customer service!

Love Kays in Thomasville Ga! Great Staff and very pleasent and helpful. Always a pleasure to go in.