KAY Jewelers,

265 Loudon Road, Concord, NH 03301

"The girl who cleaned my rings was professional and patient. She let me try on rings and never once pressured me to buy. It was a very nice and relaxed visit"

"I used to love this store. Heidi and Darius were fantastic, but they're gone now and you can feel it. I dropped off my wife's bracelet for a repair on 9/3 and was given a receipt that says "Promise Date 9/24". I went into the store on the 24th and the bracelet was not there. The woman at the desk told me that it would be back in a day, 2 days maximum. I received a call on the 25th and was told that the bracelet was being shipped back to the store. So I went in on the 26th and I was told that the bracelet was not in the store. The woman at the desk told me that the bracelet would be back in the store on the 27th. At this point, I was absolutely right to not trust anything I was being told and on the 27th called before I drove the 30 minutes to pick it up. Sure enough, the bracelet was not back in the store. I asked what the hold up was and the woman on the phone told me the only thing she can tell me is that the bracelet is not in the store yet. There are no additional details she can provide. Still not trusting what I was being told, I started a chat with a customer service rep on the Kay website. She told me she would call the store and ask for info. I told her that the people at the store don't know anything about the bracelet but she called anyway. Sure enough, the store is absolutely able to give additional details about the situation. The people in the store either didn't feel like doing that for me, or they lied to my face. So here's the details I got from the customer service rep: The bracelet was sent to a repair shop. It sat there and didn't get repaired because the shop was understaffed. It was indeed sent back to the store on the 26th, but it was never repaired. Then it was shipped to a different repair shop on the 27th, the day I was told it would be ready for pickup. The receipt I received when I started the repair says "Promise Date 9/24/2023". It is not a promise. The date was not met and there is no recourse that I can take as a customer. Kay, do the right thing and take "Promise Date" off your receipts or give your customers recourse when the promise is not kept. Otherwise, you are just going to frustrate your customers. My wife wanted to wear the bracelet at a wedding we are attending tomorrow, and we were comforted by the promise date. Now, we can never trust it again. I would be far less angry if the employees at the store just told me the truth about what was happening. Things happen, the world isn't perfect. But don't intentionally withhold information or outright lie especially about very expensive merchandise. I am still on the hook to go to a Kay store every 6 months to maintain the insurance on items I've already bought, but now I certainly don't plan to shop anymore."

"Let me start off by saying Heidi at the Concord Kay’s store is beyond phenomenal! She has been working with me for 2 years now. I drive 45mins and pass another Kay Jewelers just to see her! She has such great customer service and is so patient and never pushy. I will never go anywhere else for any of my jewelry needs. 10/10 recommend Heidi and Kay jewelers (especially the concord store)!"

"Santana was extremely helpful! She helped me find a gorgeous piece of jewelry that exceeded my expectations with its design! After showing me the piece and its creative features, I knew it was perfect and HAD to buy it!! She was also an absolute delight and was very knowledgeable; everyone there was! She was patient with me and answered all of my questions; even showed me some jewelry that I have added to my wish list for future purchases. Everyone at the store was welcoming and I had a wonderful experience!"