1 /5 Erica Eicher-Hernandez: Extremely Disappointed with Kay’s Jewelers, I wish there was a button for no stars.
I’m sharing my experience to hopefully prevent someone else from going through the same frustration.
I made a $5,000 purchase at Kay’s, only to have the jewelry break within two weeks. I had it replaced, and shockingly, it broke again in the exact same spot just two weeks later.
When I requested a refund, I was told “no” because it was 4 days past their 30-day return policy—even though the item had just been replaced 11 days prior. That made absolutely no sense, considering I was now dealing with a second defective product.
I spoke with the manager, who told me there was no one else I could speak with. I asked her to call customer service, and she refused—handing me the number and expecting me to leave.
As I stood in the store making the call, she suddenly became concerned that others might hear what was going on—that Kay’s had sold me two defective items and only then did she decide to contact someone who could help.
Eventually, I got my refund, but only after a great deal of stress, wasted time, and poor treatment. No one spending thousands of dollars should have to fight to be heard or treated with respect.
Do better, Kay’s.