Up until recently I've only ever had good interactions with this locations, albeit I'd only ever brought it in for the 6 month inspections required via the warranty. However, the most recent time I brought it in was to have it inspected before I moved 1,800 miles away to ensure I 1) didn't miss the inspection date & 2) wouldn't have to worry about it over the week it would take my husband and I to drive to our new home. When I brought it in, the said that the center diamond (diamond ring with enhancer soldered onto it) was chipped and would need replaced. I took their word for it, and they gave me a "promise" date of 4 weeks from the date I brought it in which would be right before my move. As a note, they didn't take pictures of the ring before I left which I learned today is something they SHOULD do. The first issue came 4 weeks later when I checked the status, only to learn they gave me a wrong time frame and it would be more like 6-8 weeks total. They called again while I was in the process of moving, got the nearest Kay Jewelers location to where I was moving, and told me they were now sending it back out to be resized as I planned to once it was back anyways. At no point during this did they state there was anything wrong with the ring. Now we reach present day, where it's about 3 weeks past the original promise date. I receive a call stating my ring is finally in at the store near me and is ready to be picked up. I get there and the ring is absolutely gorgeous, but upon further inspection I notice that two things are wrong. 1) My husband had our wedding anniversary engraved into the ring, and this had apparently been smoothed off in the resizing, which I was not told may happen and was not fixed knowing this would happen. 2) He also had his birthstone engraved inside the ring along with the wedding date, and this had been removed upon resizing, not replaced, and the hole it was to go in was the smoothed over as well. Both of things are serious issues that could have easily been avoided had the members at this location taken the time to inspect the ring before it was sent out, but more importantly had they actually taken pictures of it the first time it was sent out. Thankfully the ladies at the Kay in KS were great and made sure to take pictures showing the issues (very clear indentation where the birthstone should be), as well as make a note to send off with it detailing what engraving should be there and the exact birthstone. Much like the other reviewer, I am very thankful that Kay does have the lifetime warranty because I'd otherwise be spending a lot of money to fix this mistake. Please be careful when having jewelry sent out, and make sure they take photographs of the entire piece before you leave to hopefully avoid more issues like this.
Edit as of 11/14/17:
I'm editing this review to praise this location for later work that was done. I'm changing my review to a 3-star (would be higher, but given the original issue, this could've been avoided at the start). In order to have my ring restored to it's prior condition, or as close as possible, I had to have it sent back to this location from the store in KS where I now live. I was originally hesitant about this given the initial experience, but I played it by ear. I was given an estimate of 3 weeks total for repair, promise date was 11/13/17. Shortly after this, while I was in CA, I received a call from a rep at the Silverdale location asking specifics about my ring to verify what was being done as the jeweler was unable to find the location for where my sapphire was previously inlaid inside the inner central band. I referred them to the photos the location in KS took that showed the exact location and previous indentation. Within a day of returning home from CA, I received a call saying my ring would be in KS in 2 business days (this was 11/07). On 11/09, I called to verify, and my ring was indeed in-store. Upon inspection, everything was back to perfect and the ring looked brand new. I am very satisfied with the work they did this time around.
Amber Hankey
