I traded in a gold cross about 3 months ago. With the store credit I was given I purchased another cross, only to find it on their website at a lower cost.
I went back to the store, returned the purchased cross and asked for our old cross back. I was told it would take a few weeks to ship it, which I understood. After nearly 2 months of no contact from Kay Jewelers I was told that unfortunately they misplaced the cross and it was nowhere to be found.
Upon further review I found that the local Kay Jeweler closed down (Norterra). I called another Kay Jewelers and was told that the cross was probably in the safe, then was told it was more than likely at the home office. Days later, the store called to inform me they could not find the cross and I would need to deal with the home office directly.
Home office told me a variety of different excuses as to where the cross was. Finally, a voice mail was left stating that they were willing to give me $80 store credit for their mistake. After many face to face complaints Kay Jewelers agreed to give me exactly $110 store credit; however, I was not permitted to spend more than $110 and pay the difference. This made it nearly impossible to use the store credit because nothing in the store is valued at $110.
Every time we have spoken to Kay Jewelers, they've given us an attitude as if this situation is our fault.