PSA: Kay Jewelry Lost My Wedding Band

My ring was then replaced. I picked up the replacement on Saturday, September 23rd. When I arrived home, not even an hour later, we found that a stone had fallen out of the replacement band! When I called the store to voice my concerns, they were not apologetic. I explained that this was now the third time a stone had fallen out of a ring from Kay, and was told by the woman on the phone that she would take down my name and number to have a manager call me. I did not receive a phone call from a manager. When I went to the store today to get the ring sent out, the staff again was fairly ambivalent to the fact that my wedding band had been lost and the replacement was given to me already in a damaged condition, which is ridiculous and reflects the poor quality of the product we have received from Kay. The only apology I have received is one in regards to the miscommunication about having a manager call me, as I did not get a phone call. The response I keep getting to very calmly voicing my frustration that my wedding ring is lost is "I understand that." Clearly, my frustration is not understood, because if it was I believe the staff at Kay would be more apologetic and willing to make up for the fact that they have lost something that held precious memories and sentimental value to me. You would think that a company which builds a large amount of business on engagement and wedding jewelry would understand the sentimental value behind the pieces they provide. That has not been my experience with Kay thus far. I have received poor quality jewelry, and an even lower quality of customer service. My husband has already begun discussing upgrading my ring substantially, and I can guarantee that based on this experience we will not be giving our business to Kay Jewelry.

(I copied and pasted this from part of the complaint I sent to Kay, hence the formal language). Seriously, avoid at all costs! I'm so over Kay and will never shop there again.

Oh my gosh. I am sorry about your wedding band. You handled it much better than I would have. I would have had a full fledged meltdown.

Ugh, this is awful and I am so sorry this is happening to you! I have actually heard so many bad things about Kay's - I hope someone who is thinking about buying from there sees this and doesn't! Best wishes to you and your husband, and I hope you get a resolution to this issue soon!

Ugh I'm so so sorry((

I've heard so many horror stories about Kay's and Jared's that when FH told me he custom built my ring through an online vendor I was relieved. These stores have people who genuinely do not give a single crap about your sentimental ring. I am so sorry this happened OP I would be crying and screaming and not as nice as you are about the situation. I hope there is a solution for you soon!

I'm so sorry this happened to you! I feel like I've read a lot about issues with Kay Jewelers. Is it possible to bring it to a mom/pop type jewelry place in which they can fix it for you on-site? I wouldn't even bring it to Kay anymore.

I, too, have heard so many bad things about Kay. I've also had a bad experience from them. Thank you for coming back on here and warning everyone!!!!!!!! I am so sorry that happened to you, KAY SUCKS.

@Amanda we are talking about upgrading, my DH was in college when he bought my ring and now is in a salaried job and wants to do an upgrade to it. I've been on the fence about it, but with all of this happening we might take it to a local jeweler and see if they can incorporate my diamond into an upgraded ring.

Nothing to add but just so sorry you had to deal with all that! Nothing is worse than having to fight to fix the same problem over and over.

@Kathryn, I think that's a great idea. I inherited my great grandmother's engagement ring and since I already have one (a beautiful one, thanks FH!), I brought my great grandma's to a local jeweler and they turned it into the most gorgeous necklace that I will be wearing on my wedding day. I definitely think you'll be happier with an upgrade knowing it's tight and secure. Hopefully you won't have anymore issues!

That is ridiculous! Gosh, I'm so sorry that they lost your ring! That's aweful!

Wow, what a nightmare. thanks for sharing...I didn't have immediate plans to use Kay but now I never will. I'm so so sorry this happened to you! I hope your upgrade is fabulous and you have happy ring memories from here on out

Oh my god I'm so sorry! I use to go exclusively to Kay but they were so terrible honestly that I haven't been back in years! My parents are the same, they use to buy from them frequently enough and they have lost all our business due to lack of professionalism, lost pieces, etc.

My number one reason that I wont go back is that I was 16 when my boyfriend of the time bought me a necklace from them. He was 15 and both of us worked out of school hours etc. We needed a new charm for the necklace and it took them SO LONG to get a simple task done (I'm talking 3 plus months to order it in and tell us it was in). I went in when I was 18 and bought a ring for said boyfriend and was met with nothing but condescending looks like I didn't belong there. I get that I look young, but I am a paying customer and felt like I was being mocked the entire time. I wasn't looking for something cheap- would have gone to Walmart for a cheap ring- I wanted nice jewelry and I could 100% pay for it but I was treated like a child.

Since then I have gone to JCPenny for most of my purchases (and Zales once for a watch) and have been so impressed! No problems and they have such good sales that they honor and are so pleasant to work with!

I'm so sorry you are dealing with this. It would shatter my heart to lose the ring that my husband put on me when we were joined as husband and wife.

This is why I hate the entire Sterling corporation. Sterling is first and foremost a bank. Sterling companies only care about selling credit (hence why they push their associates so much about it) and make this evident with their entire staff. Customer service and quality is secondary to their desire to push credit.I will always scream this from the rooftops

ALWAYS USE AN AGS CERTIFIED JEWELRY STORE!

AGS stores are dedicated to consumer protection.

I am so sorry this has happened, OP. I would be heartbroken and would not be handling it as well as you are. Hoping they make it right now and your husband can upgrade the heck out of that thing at anywhere but Kay.

I'm so sorry! That is horrible. If you do upgrade your ring, check out Brilliant Earth. I've experienced great customer service. When I had to get my ring resized they were constantly updating us and I ended up getting my ring sooner than expected.

Omg Kay sucks I had a bad experience too with a ring my fiance got me (not the engagement one). It was hollow and cracked in 2 spots. Won't buy from them again

So sorry to hear about your experience, and sadly it isn't the only bad one that I've heard.

I'm so glad we went with an independent jeweler for my engagement ring, though I have a necklace and earrings from Zales.

I am so sorry to hear that. My ring is currently at Kays to get my 2 bands soldered to my engagement ring. I was promised it would be back by the 30th. Nothing yet. It will be 2 weeks on Saturday and I am slightly panicked now!

Every cuss begins with Kay