It seems that the only way Brian’s girlfriend could keep the necklace he bought her at Kay Jewelers from breaking is to not wear it, which isn’t really the intended use of a necklace. It has now broken three times in the same spot. He bought an extended warranty, which would have been a good idea if the store would replace the chain instead of repairing it over and over. Instead, he has to turn in the chain and pendant for store credit and buy something else. Why can’t they replace the defective chain and leave Brian the pendant? Because they just can’t. [More]
David bought a charm bracelet from Kay Jewelers last Christmas, and allowed an employee to upsell him to a different type of clasp for an extra $20. After the second time it broke, they tried to exchange the bracelet for one with a sturdier lobster claw clasp, but were denied–Kay would have to refund the difference in price, which they weren’t about to do. A few months later, assuming the bracelet issue was a fluke, David bought his girlfriend a ring at the same Kay store. He presented it to her this Christmas, and one of the diamonds fell out within days. And the charm bracelet broke again. He made another trip to the store to get these two items replaced. Likely his last trip to a Kay store ever. [More]
Consumerist readers may fault Michelle for patronizing a chain jewelry store, but she and her family have a solid relationship with their local Kay Jewelers store. Such a solid relationship, in fact, that when her boyfriend’s pocket watch needed repairs, she brought it back to the store in her hometown when it needed repairs. This turned out to be a mistake: she would have done just as well putting the watch under her mattress. [More]
Good news! Reader Jennifer’s wedding set has returned from its long voyage to China for repair. The bad news: she writes that the repair work done in China was so terrible that her local store sent it back out to a US repair facility to be fixed. When Jennifer finally went to pick the rings up, she found their repair job unsatisfactory–the word “botched” comes up–and now they’ve been sent back. Again. [More]
Jennifer and her husband bought her diamond wedding ring set in 2006, and the anniversary band to go along with it in 2007. They also bought an extended warranty for the rings, which was either a great idea or a terrible one, depending on how you look at it. It was a great idea because her rings seem to be defective. It was a terrible idea because she ultimately sent the jewelry off to the vendor in China for repair, and now Kay representatives are ducking her questions. She fears that the rings have been lost. [More]
Kay Jewelers deformed Lisa’s wedding ring during a routine cleaning and refuses to provide a replacement ring. Lisa first noticed that a tiny diamond was missing, which Kay Jewelers found stuck in their cleaning equipment. In the process of reseating the diamond, Kay again deformed the ring, scratching out the ring’s beaded edges. Kay decided they couldn’t repair the destroyed ring, but rather than ordering a new one from the manufacturer, Kay decided to remake the ring using a low-resolution picture of the original as their guide. Shockingly, that ring didn’t work out either. It’s now been three months and Lisa wants her wedding ring back.