KAY Jewelers

Great Customer service! Ive been 2xs now and wanted to write about the outstanding customer service from jose and Shaun specifically but the whole teams is outstanding they value the customer and go out their way to make our lifes easier and have a great time extremely knowledgeable on everything related to jewelry they I had to ask (jose specifically was able to answer all questions quick and accurate and Shaun was able to verify as well) I wrote once before (below) but the last time I went in to have my 2 chains fixed and sent to where I was deployed they where able to get that done extremely fast and after I broke them again sadly and was able to go back the whole team was there to make the process fast and easy10/10 recommend! I walked in and had great interactions with everyone but Jose especially I was there visiting family before getting deployed and they where able to work out a way to have my items sent to me overseas, a very hard thing for me to get and the manager Sean helped me out by sending me a tracking number and keeping up to date on days Jose wasn't in 10/10 recommend outstanding customer service will be coming back in after my deployment!
Apr 3rd, 2023

I am going to have to agree with the blah customer service. I was at a Kay at the Park Place mall and they treated me with care and respect. I felt like I was bothering these people. I'll just drive back to Tuscon and buy the piece I was looking for there!
Mar 29th, 2023

Very bad customer service. The worst I have seen. My fiance dropped off her ring to be repaired in late December with the promise it would be be back in a couple of weeks. Four weeks later after calling several times the ring finally arrived. We went to pick it up and nothing was done to it. Sean, the manager, said he was going to expedite this process and personally drive it to Tucson for the repair and we should have it in about a week. Three and a half weeks later still no ring. We demanded to know where the ring was and Sean refused to tell us. He said it was still being repaired. We got corporate involved and were told the ring was at the Sierra Vista store. It was scheduled to be shipped out again for a forth time to a another jeweler without our authority or knowledge. Sean lied to us and when we pressed him on this he dropped the ring on the counter and ran into the back room. His employees had to cover for him. In the hour and a half we were there trying to resolve this problem we did not see him again. We got no compensation for our troubles and inconvenience. They didn't even ask how they could make it right for us or try to keep our business. Stay away from Kay's and especially this store.
Feb 25th, 2023

Absolute worst customers service possible. Sean should be fired. He flat out lies to your face and then hides in his office like a scared little boy when called out on it and sends out an employee to deal with his screw ups. My engagement ring was sent out four times by this store for a simple repair of the main diamond being lose, 8 weeks later I had to fight to get it back and it is still not repaired. I was told they sent it out again, without my authorization, but would not tell me where it was sent or when it would be back, but actually after getting corporate involved it was sitting in their desk drawer. Do not use this store for anything!!!! I should have read the reviews but instead trusted them to do a repair as we no longer live where my ring was custom made. They claim to have a tracking system but they don't use it and they refuse to tell you where they are sending your item. You will never get to speak to anyone with any authority. They have you sign on the computer with your finger to get a receipt that you dropped your item off. In tiny print on the paperwork they give you, your signature releases them of any responsibility for loss or damage to your item. You are now rendered helpless to the pass the buck of responsibility which I feel lies solely on the puny shoulders of Sean the incompetent manager. The whole experience was a nightmare. Save yourselves from making the mistake many have and do not deal with Kay Jewelers especially in Sierra Vista.
Feb 10th, 2023

Staff is always helpful and give great service!
Nov 10th, 2022