KAY Jewelers, Cincinnati OH

Ordered a pair of diamond stud earrings on 12/21/23. They were $1k on sale for $399, added the lifetime protection which brought the total to $533 out the door. Did not have in store on the 21st which was fine. Was a Christmas gift. Was told they might be there by 23 but definitely the 26th and will get a call. Its the 26th and no call so I stopped up there…oh what do you know, did not come in and they are sold out at all locations. Were they not going to communicate that? So they sat us down to show us a 1/2 carat total weight earring, We had purchased 3/4 carat total weight. The problem is they were going to charge us MORE for smaller earings that were $200 less then the ones we had already paid for! In what world is that ok!? Horrible business and will not be going to Kay anymore. Got a refund since they would rather lose money than to make things right when it was THEIR mess up.

This location is AWFUL. I randomly stopped in this location to have my new engagement ring resized. A week went by with no update and then the manager calls and leaves a voicemail for us to call back. Discovered they LOST my ring in the mail. We scheduled a time to meet with the manager to discuss next steps. Arrived and she literally NO SHOWED. Her employees stated she left early for the day because of "boredom. " Didn't hear a word from her, she never returns phone calls, and has no empathy towards the situation.
My ring is still missing. We had to pick out another ring to replace it and we almost lost out on that purchase due to her procrastination with the situation. She has lied to my fiance and I about the status of our order to the point we had to contact the DM. Still have no update about the replacement ring and despite calling, she does not return calls. She literally has no idea what she is doing and is unfit to run the store. I had to show up to the store to catch her off guard and force her to order the replacement ring. She had no idea how to even process it, which explains the lies she told to my fiance and I for a week. I expressed my frustration with the situation and she literally started mocking me!
Absolutely the worst experience so far. Once I receive the replacement I will never ever step foot in here, ever again.
The manager should be fired, she is THAT BAD. If you expect a classic Kay experience, you will NOT receive it at the Eastgate location.

I can say that, the associate Mary that helped me get a new chain for my favorite necklace was the absolute best sales associate I have ever been helped by. Not only was she super kind and easy to help me but she went out of her way to make sure I got the best deal. She was an absolutely amazing woman! I can 100% say that this is the only location I will ever go to ever again! The service was fast and so painless! So thankful for her and the whole team of staff I had the opportunity to speak with!

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On Nov 11th I took my late grandmothers diamond ring to Kay Jewelers Eastgate for servicing. When it returned to the store on Nov 25th the service request was incorrect and it was returned in three pieces. (I gave it to them in one) It was then sent back to their repair site for correction.

On Monday Nov 3rd I received voicemail from Kay’s store manager to discuss my service request. Since then I have been notified my jewelry has been LOST at the hands of The UPS Store

The only response I could get from Kays store manager regarding the matter was an unheartfelt “ I’m sorry, we are looking into it”. This response and her body language was clearly of no remorse and no consideration for their negligence. Her customers services was disgraceful. I was even told “your jewelry is not the only piece missing”
I was offered no information regarding the whereabouts of my property or their company’s policy and procedure on how they plan to recover it.

I have asked REPEATEDLY for the district managers name and phone number and have been DENIED each time!

I have contacted corporate multiple times with NO response. I was even disconnected after being on hold for 30 minutes while they “ looked into the matter”

I have REPEATEDLY asked for the UPS
tracking number and have been DENIED each time

This ring has been in my family for three generations with the hopes of it remaining for many more to come. It has sentimental value that you cannot place a price tag on!
I am beyond angry, disgusted and heartbroken

Please share this post, help me locate my family heirloom and hold Kay Jewelers and UPS accountable

I would like to compliment Kay's stuff. I would definitely recommend this place to my friends.

Gentleman who assisted me was very knowledgeable about what was in the store and where to find it

Makayla was so professional, She Helped My Husband & I in so many ways to pick out our new wedding bands. We Love them, Thank You Makayla, What a great asset You are for Kay Jewlers!

My son bought a necklace, pendant and it broke. But Amber stone is going to replace it. She is a fantastic manager and sales person. I will definitely purchase here agin

I would like to compliment mckayla. She was kind, courteous and a tremendous help for me. She impressed me with the knowledge she had of the company and the jewelry. I would definitely recommend her to family and mommy friends.

Mary has was a great help and awesome to work with. Stop by and see her.they are having a great sale too!

Jimmy was super nice. We went in to this new location for jewelry inspection. Glad it’s not too far from the old one in the mall. Will definitely return)

Makayla made my experience great! She was very kind and listened to everything I had to say. I have looked at several jewelers and always came back to Kay

Excellent customer service! We’ve been in a few times and they’ve been incredibly helpful, offered great solutions to problems, and have provided a great experience! Lovely new location! Highly recommend!

I love the new location! Friendly and welcoming staff. Mikayla was very helpful, knowledgeable, and quick with amazing recommendations.

Loved working with Jimmie. He made me feel very comfortable. He took the time with me to explain my choices. I was very satisfied with all the employees. It was a happy experience.