Kay Jewelers
Awful customer service - customer service

We've had a horrible experience with Kay and it's still not over. We ordered my fiance's wedding ring there, after comparison shopping. We liked the guy we talked to and the prices were comparable. Big mistake. I called five days after the ring was supposed to have arrived, since we hadn't gotten a call. After not getting a call back, I had to call the next day again. Turns out, the manager had tried to order the ring we wanted, but found he couldn't get it from that company... And never bothered to find a replacement or let us know something was wrong. My fiancee had to leave work and go to the store to pick a new one. We thought the matter was settled - they were going to rush the new one. Then we realized that although we had paid in full initially, the new receipt said that we owed $200 more when the ring was due! So, 8 days before our wedding, I spent the day on the phone with customer service (who never called back when they said they would) fighting it out. First, they said there's no way our original ring was the price we paid. I told them I had a receipt with a zero balance and then they miraculously found it in the system. Then they said that they'd split the difference with me and I'd only have to pay $50 more. THEY SOLD ME A RING THAT DIDN'T EXIST and then told me I'd have to pay more to fix the problem? And they had us over a barrell because no other store could rush the special order in time. Finally, after bitching A LOT, they said that they are going to give us the new ring for the original price. I think they should be giving us the ring and a refund after all this mess. Oh, did I mention that throughout, the manager who we had originally bought from, and ALL THE OTHER MANAGERS were conveniently at a conference in Florida and could not be reached? What a crock.

Company: Kay Jewelers
Country: USA

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