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March 2024 by Nancy Hackler
Stopped in today to have a watch battery replaced. Chelsey, if that’s how you spell her name, was rude and inconsiderate of my needs. She made every excuse why she could not assist me including telling me that there is a $20.00 charge to replace my battery (which I was willing to pay). Said she was a manager when I asked to speak with her manager and would not give me her last name when I told her I was going to write the company about her. I think Kay’s just lost a really good customer. I will be cutting up my charge account card.
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February 2024 by Tiffany Greene
I took a pair of screw back earrings to get a repair (lost a backing) was told they have to be sent out, so that way the jeweler can match the backing with the post. OK no problem. Go to pick them up realize they did not give a backing. They change the whole post to regular post so I called them up immediately. Explained what happened. Ruth answered the phone and said it’s too bad we’re not gonna fix them unless you’re gonna pay again and we’re not gonna fix them it’s your fault (literally was told that) So after 20 minutes of arguing, the manager, Tabitha gets on the phone and for the service for Ruth,( who should be fired) and said I’m very sorry. The lady who originally put in the work order is no longer here bring them back will make sure the jeweler gets them fixed. OK great three weeks later today I finally go back because they’re ready and I pick them up and what do you know Ruth is there again she slams the book on the counter after repeatedly rolling her eyes at me and snubbing another employee out-of-the-way so she can specifically help me And tells me I need to get out my license RIGHT NOW literally, that was the beginning of the conversation that was the welcoming and greeting into the store. I look at the earrings. They finally got it right the second time I asked what I was signing Ruth then stated it says right here.REPAIR PICK UP! As if I couldn’t see that, however I wanted to make sure there was no verbiage before the signature line because they refused to show me what was on the screen before after a previous hassle with signing for the pick up and then realizing the earrings were messed up so I wanted to make sure I was signing well that’s not an option With Ruth, I will never go back to the store again I will never recommend anybody to go to the store. The store needs to get shut down permanently or Corporate needs to reevaluate their employees.I don’t care how many sales RUTH gets she is not worth the loss of business Do better Kay’s
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January 2024 by Joelle Gottberg
The first lady acted like i could not afford to pay attention and did not even give me the time of day. Would like to point out that if you get a ring sized they will not return it.Customer service is awful tried to cancel it the day after you talk to live chat who have no clue what's going on. When you finally to get a hold of someone they return items you have not even received. The store manager in the Jacksonville mall location does not even get on the phone to talk to you. The ring sizes come in at 5 or 7 so if you have big fingers sucks to be you no returns allowed no matter how much you do not like the item you purchased. I purchased it on the 30th tried to return it on 31st.
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January 2024 by Melissa Perez
Went in to purchase a wedding ring for my husband, they were not pushy , went to Zales and thier customer service was HORRIBLE!!! Went back to Kay's, Thanks ladies for your help with a purchase of a new ring for my husband!!
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December 2023 by Lisa Kingery
The manager here Tabitha has given me awful customer service from the first time I walked in the store. She didn’t acknowledge me even when an associate asked her to help us. The other associates I’ve dealt with have been decent with customer service but the manager definitely needs training. I really want to upgrade my wedding ring but I’m holding off because I really don’t want to deal with this manager. I picked up my ring today and as I was asking the associate a question about Kay’s diamond warranty, she hollers from the other side of the store and tries to act like she knew what I was talking about. If her hearing is that good, her comprehension is not.
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December 2023 by Daniel Dwyer
The staff overall was very helpful & attentive. The ladies helped and answered any questions which provided outstanding customer service. Thank you Kay!
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October 2023 by Robert Harper
Anna did an outstanding job taking care of my wife and I!!
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July 2023 by Wayne Smith
Great service and my jeweler Annie was super helpful, thoughtful and made the whole process easy.
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June 2023 by Tony Georges
To all,I just wanted to note my experience today at this establishment. I have to say Ms. Ruth was nothing but excellent, she is passionate, welcoming and she patiently answered all concerns. She was the only representative in there out of 3 or 4 to acknowledge me as a customer as I stood in there for about 15 minutes. Crazy thing is there was one of them who looked at me but did not even think to say "Sir we will be right with you" .... Representatives like Ms. Ruth should not only be Promoted as Manager but also be teaching the others what it means to value a customer because that is most definitely what I recieved from Ms. Ruth. I'm not sure how this works but people if you are going to purchase jewelry at that Kay store at the Jacksonville Mall ABSOLUTELY request to have Ms. Ruth as a representative, you will always feel like you should buy everything in there with her warm attitude. Again Thank you Ms. Ruth.
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April 2023 by Josh K.
Bought a wedding ring in September 2022. It sat in a box until we got married in November 2022. The outer band of the ring broke. We originally thought it was solid but come to find out it was just a cover. Here we are just months later/ March 2023 and the store basically told us we are SOL. Chatted with Kay's Customer Service and they won't even honor their guarantee. Kay's really needs to learn about quality and service. Definitely would not recommend buying jewelry from this place. Super unprofessional and junky jewelry. Check out the chat pic....poor customer service....terrible guarantee policy. Overall just ridiculous. Over 30 minutes on the phone with Kay's Corp number for them to say they won't do anything because the ring is tungsten and it can't be fixed. So the lesson here is, at Kay's, quality doesn't matter. They will sell you subpar merchandise and offer a joke of a warranty because it's all about those sales. I guess Kay's doesn't know about the value of customer retention. They definitely don't understand how important reviews are and must not realize that customers who have a bad experience on average tell 10 people. Boy oh boy...I'm going to tell more than 10 people! I guarantee it and I stand behind my guarantee!
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October 2022 by Katlyn Buchanan
If I could I would leave 0 stars. The company in all is horrible. I bought my husband's ring from here even when I bought it I was told by 2 different employees if I were to get lost I could have it replaced. He lost it and I call to see how long it would take to have it replaced and I was told they don't offer replacement rings that have been lost. Contacted customer service. Same thing. If yal are going to replace a lost or stolen ring don't tell me you do. Because now yal lost another customer. I'm tired of arguing with yal.
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October 2022 by Jacqueline McNeil
I love my ring!!!!! But I'm am highly disappointed with the service at this store. I had a stone fall out for the fourth time and found out that my band hasn't been inspected at all. The ring that needs repair wasn't shown as inspected. How is this when I've been in several times this year. Now I have to ask the employee to show me the inspection ticket to ensure it was inspected and recorded. Thank God I found the stone or it wouldn't have been covered.
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May 2022 by Nicole Perkins
If I could give this company no stars, I would. This company is one of the worst companies I have ever worked for. I worked for the Jacksonville, North Carolina store from 2019-2022. The dm singles people out and makes you feel like you are worthless. The dm also plays favorites and company policies don't apply to his favorites. The HR department does not care about anything that is going on in the stores. I e-mailed the CEO and got forwarded to the vice president of HR. He had an over the phone meeting with me. He told me that the right actions would take place. The company is apparently okay with their managers taking all the cash money out of the store to get a cashiers check at the gas station. Any other company would have fired the employee. I WOULD NEVER HAVE LEFT IF IT WASN'T FOR THE POOR UPPER MANAGEMENT. I loved all my coworkers and we worked as a team. One person did not want to do that and only wanted to work as a team when it was convenient for them. That person is the only one left in the store from our group. Everyone else have quit or the company fired them. I just want everyone to know what this company is like. THEY DO NOT CARE ABOUT YOU OR YOUR WELL BEING!!! THEY ONLY CARE ABOUT THE MONEY THEY ARE MAKING!
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March 2022 by Tonya Tourigny
The young lady was taking care of someone else but got to us quickly and helped us out with finding a dog tag to get made for a memorial of my son's grandfather's
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February 2022 by Ada Rebecca Smith
I took in 2 pieces of jewelry that were over 30 years old, had them both cleaned and repaired, both pieces came back more beautiful than I remembered them being. I am very happy with the work that was done. ?
