2 /5 Chad Adamson: Disappointing Warranty and Service Experience
I purchased a necklace from Kay Jewelers along with a warranty, expecting a dependable product and responsive service. Unfortunately, my experience has been frustrating and disappointing.
It’s especially frustrating because I originally brought the pendant into the store to size a necklace around it — so shortening the chain defeats the purpose entirely.
The necklace has broken multiple times. The first two times I brought it in, a link was added during the repair — which clearly did not solve the issue. On the third break, I specifically requested that the necklace not be repaired again. I asked for it to be replaced with a stronger, more durable option — and even stated that I was willing to pay the difference for something of higher quality. Instead, the chain was shortened during the repair, which made it less functional and didn’t address the underlying problem.
To make matters worse, during my most recent visit, the sales representative interrupted me twice as I was trying to explain the full sequence of events — one of which she had actually been involved in. I was trying to be clear and respectful, but felt dismissed and unheard.
I expected better service from Kay Jewelers, especially given the warranty and my willingness to work toward a reasonable solution. The lack of follow-through, poor communication, and dismissive customer interaction have been incredibly disappointing. I hope they reconsider how they handle warranty issues and customer concerns moving forward.
Ive bought several pieces of jewelry from Kays jewelry in the past. But due to this interaction I walked down to Zales Jewelers and purchased a necklace to fit the pendant.
Ill never return to this store. If I do return to Kays it will not be at this location due to the lack of respect.
