Kay Jewelers

The absolute worst customer service from the Pembroke location. We have always taken the wife's wedding band into the store to keep up with warranty obligation . The last visit we were told that the machine that checks the diamonds was down, but our visit would be recorded . We return recently to do another check and get the ring resized. NO record of the previous visit. Informed that the stone is now chipped. My wife was pushed to either buy a new stone and/or open a CC. They showed absolutely no concern to solve the actual problem of why there's no record of the machine being down or trying to resolve the now expired warranty due to Kays lack of record keeping . When we called to see if the ring was returned from sizing, the gentleman that answered the phone was short, and very rude in his answers. These are the most recent problems . I'll never spend another penny in This store or deal with Kays again. This is not the first issue, but , after I pick up the ring, it will be the last

I purchases a Movado Bold watch 4/30/2017, being that I have a certain bank there is a limit that I can use on my card. This particular day I had almost reached the limit. The purchase was in total 355.95, I took out 300.00 cash, and put the rest on my debit card. The receipt gave information about what you could and could not do in order to return. I went on my lunch break today 05/08/2017 to return the watch because the person did not like it. What the store failed to do was tell the complete return policy. There were only two people in the store, which means I had to wait 20 minutes to even speak to someone. I tell them the situation with the watch, attempted to return it in its original state. The customer service representative took it to her manager to make sure it was okay for return, which it was. After about 5 more minutes the representative tells me that they can't fully return my money due to the fact that they did not get 300.00 in cash that day, so I could either drive to another store or wait 10-12 business days for corporate to send me a check. We then go speak with the manager about the matter and she says the exact same thing. I then ask why this information was not stated when I made the purchase. The manager who was there when I made the purchase then says that she will talk to him about it when he comes in (the original rep who made the transaction). I then asked why she did not say anything because she was there when I made the purchase, she said well his name is on it not mine so I have nothing to do with that. That was my first problem, so I called corporate to speak with someone who then transferred me to the merchandise department. She did not give her name, I explained my issue and she took it upon herself to repeat exactly what I said, I continued to state that I feel it is an inconvenience to the customer to have to jump through all of these hoops when it was not stated when the purchase was made. She then took it upon herself to say well does Macy's explain all of that when you go into the store.... which at this point I feel as if you are talking down to me. The business is completely unprofessional and not Customer Friendly. It took only 5 minutes to make the transaction and take my money , but now I am unable to get it back in a timely or convenient manner. I am very upset because it is now my responsibility to drive from store to store to see how much money they received today. As well as waste my entire lunch break, to be rude and not understanding. I work in customer service and this is just unacceptable.

Always 2 weeks for jewerly repair and stones on the ring we bought come loose every 3 months or so. Expect if you get a ring to consistently be waiting weeks for it to get serviced.

I took my ring here to have it looked at because one of the diamonds were CRACKED. One of the girls looked at it and said she could see something so she had the store manager (Bill I believe) look at it and he swore he didn't see anything. A month later my husband took it up there to show them that in fact it was cracked and proved it by running his nail over it and it getting caught. So they ended up sending it off to have the diamond replaced. The store manager again I believe his name is Bill called and told me that it would cost 500 to replace the diamond....half of the value of the ring. clearly I was upset but because I didn't stay on top of the 6 month inspection I had to come out of pocket, so clearly my fault. But Bill could not have had less customer service when giving me the news. Which he acted the same way in person. Very rude to the co workers also. My husband bought me another ring for Christmas from Kays and I only had it for 3 months and one of the diamonds fill out and had to be sent out. I am STILL waiting for my first ring I had sent out and now I have two rings that are being worked on... Needless to say we will NEVER buy from Kays again. Poor quality and poor management! Take your money somewhere else!!! I will say that the two ladies that helped my husband and me were very sweet and helpful ... I believe one of their names were Jerry Lynn and the other lady had a chest tattoo. Bill will never be someone I want running a store! But most importantly I would never spend my money on another piece of jewelry here and not to mention I will have my ring looked at to make sure I got a real diamond WHEN I get it back!

My husband and I bought are rings from here with no problem but when it was my month to come back to get my ring inspected and cleaned, the middle diamond was loose so they had to send it off. The manager said since it's the month of inspection, the warranty wouldn't be voided. When I came back another associate gave me my ring and updated my warranty since the manager didn't update that my ring had been inspected that month like it's supposed to. So if it wasn't for the associate, my warranty would have been voided for her not updating my info. I have proof printed off of inspection so when I go this next time my month is up and they tell me there's no warranty, I will prove I've been doing what I'm supposed to and I will have my warranty back. I also know they are supposed to sell a certain amount of items and credit cards but the manager kept pushing on me for my husband to come in and get a credit card, we don't need that extra debt so I kept saying no. The manager should have great customer service and help the customers not fake updating inspections to ruin your warranty. Horrible store.