Kay Jewelers Reviews

We want to thank Krystal for her service today... She was very knowledgeable, friendly and professional.... We have been to this store before, and had my engagement ring set with a new diamond, and we are very pleased with the service that they provide.... Thank you very much again Krystal.

I had an excellent experience at Kay Jewelers! From the moment I walked in, the saleswomen were warm, welcoming, and genuinely helpful. They took the time to answer all of my questions, listened to what I was looking for, and never made me feel pressured to make a purchase. The customer service was outstanding from start to finish. Everyone was professional, knowledgeable, and patient, making the entire shopping experience enjoyable and stress-free. The store was clean, well-organized, and had a beautiful selection of jewelry to choose from.

My son ordered a ring and when it arrived it was missing a diamond. Rita from Hamilton Place store went above and beyond the customer service to get him a new one. Not repair but a new one. Ask for Rita if you are shopping for that special someone in your life. Her sweet personality and service is outstanding.

0 stars. Horrible. My wife's engagement ring and wedding band have been paid for months now and they keep charging me more and more. I've been told twice that my account was paid in full and that that would be the end of it. At one point they leaked my information to someone pretending to be them and attempted to collect payment from me. Oddly enough the fraudulent text came exactly when my next bill was due at the time. Kay Jewelers was evasive and denied having anything to do with it. I've never been able to get ahold of anyone in charge of billing over the phone so I sent a detailed email to their customer service department explaining the exact situation. That email was sent a month ago. I never heard anything back and I keep getting billed more and more. I would choose ANY other jeweler over Kay Jewelers. Still looking to resolve this issue.

They're straight up thieves. You pay for a warranty, then when you go to get the ring sent out not in store for cleaning they tell you either you didn't pay for the warranty and or that it expired. I already paid 3X's and they still talking about I don't have warranty

I was charged for a warranty plan when I was never asked about it. When I noticed it on the receipt I was told it could not be refunded. I will NEVER shop Kay Again and will tell my neighbors not to do so as well.

I will not be shopping at Kay Jewelers again. While the jewelry itself was fine, the financing experience and lack of customer service completely overshadowed my purchase. I signed up for the 0% promotional financing, only to discover that an Assurance/insurance product had been added to my account without my knowledge or consent. There were also fees associated with using the promotional financing. As soon as I noticed these charges, I paid the account off in full.

Don't use their interest free program with their credit card. I used it twice... The first time was okay. The second time they started charging me a $2.99 fee for paper statements. I had set up automatic payments to pay off the exact amount I should have owed for the zero interest period. Because I didn't see that shitty fee, they ended up charging me interest for the entire amount. Customer service was useless. I will never shop in a Kay jewelers again.

We purchased my engagement ring in 2007 and had no problems with it until this past year, it was taken in to be checked and has lost several diamonds and it looks like whoever did the repairs was 2 years old. It looks awful and I have complained and have sent it back in several times to be charged over $300.00 in repairs and it still not be right. Kay's needs to fix my ring and make it look like it did in the beginning. I am very displeased and disappointed in their service repairs.

We walked in to get my husband ring size and my wedding ring cleaned. After the inspection and sizing we learned that my ring need to be sent in for work. My husband had found a ring online he really liked since his had broke. While we were sitting there Kristy ** showed us wedding bands and let us try them on. There was a sale and Kristy provided us with all the information. She was very nice and this was the best experience we had at Kay Jewelers. We ended up deciding to buy the ring he tried on, and she made sure that we had all the information as it had to be ordered. She was so nice to us, and we plan to continue to return for more jewelry from her.

I can’t say enough good about the South Hill Mall Kay Jewelers in Puyallup WA. The selection was great, the price was great and the customer service was amazing. I bought a cross necklace for my wife for her birthday. Bella the sales associate was very knowledgeable and took her time with me. Overall a great experience and I’ll definitely be back.

In 2024, I visited Kay Jewelers for the fifth time to purchase jewelry. As a loyal customer, I chose to upgrade my diamond ring. They sold me a lab-grown diamond for $10,000 and told me I could use their credit card with no interest. However, I recently discovered that starting at least January 2025, they have been charging me $120–$140 in interest every month — with no notification whatsoever, and I am unable to access any statements prior to 2025. This made me realize that Kay Jewelers is a company that exploits people's busy lives and their trust to harm customers' financial interests. On top of that, the band of the ring I upgraded has already broken at the connection point twice. I sincerely hope no one else will be deceived by Kay the way I was — buying their products and being misled by their so-called "0% interest" program.

I will give it a 2 because of the good customer service I got a couple of times but if I could I would give a 0 for the piece I have been having a ton of issues with ever since I received it. I got a bracelet for Xmas, not cheap. This bracelet has fallen off since I received it and I would almost lose it multiple times. I brought it back multiple times and they sent it out a few times to have it fixed so it wouldn't keep falling off. The clasp still opened and the same chain they put on kept unhooking. I have asked many times for it to be exchanged for a whole different one and I was told no. Well, after spending a lot of money at that store. I will not be buying anything else, my bracelet is now gone. I can't find it anywhere and now we are out a few hundred dollars and warranty.

We got an engagement ring, we were told it was a real diamond but found out it was created in a lab. I paid the account 1,850 to close the account. Shook the hand of the manager and was charged another 645.41. I called and was yelling on the phone and now I'm banned from calling or to chat. Never buy anything from these liars, I'm reporting them to the Better Business because they have lied to both of US. Please do not shop at Kay's. We don't owe them money, I will never shop there ever again. Do not shop there,they will overcharge, and lie to you for their profit!

Bought a ring for my wife it in okay for a month then it broke. My wife has cancer and so I took it Cape Girardeau MO Kay jewelry to have it fix, okay it be about a month. If they can't fix it they will send a new one. Got a call, it can't be fix. It be 6 to 8 weeks and we have another. There was no order made to receive another ring then I told them that I will get a lawyer. I have no ring, just a high dollar payment. Then they said, "It be here today or tomorrow, we will call you." Still no answer.

My daughter went to Kay in Canton, OH, for an engagement ring, and the staff was rude to the extent that she, and her fiance, left and bought the tinder elsewhere. My wife and I have been Kay Jewelers customers for a few decades and were surprised by her experience. Today, we went to pick up a recent order and we were not acknowledged when we walked in the Wooster, OH store... We waited half an hour for service, then walked out, still no acknowledgement. We previously had excellent service at this store, but after this transaction, along with our daughter's recent experience, we're done with Kay Jewelers.

I ordered a engagement ring on sale in mid February and had it shipped in since no one had it local. After 3 weeks I got a email from UPS saying the ring was lost/damaged and they're waiting on more info from Kay to file a claim. I reached out to kay which they responded, "Wait until your ship day is reached due to it being early and call back then." I waited 2 more days and called back for them to say they see the claim and will start a case to get it fixed. I will have a answer in 5 to 10 days. I messaged back a week later and they told me to be patient and wait they're still waiting for a update on the case. I told them I can't keep waiting and if I dont have a update by the end on the next week I'll have to cancle the order because at this point I'm making payments through a loan I pulled out. They responded I can't cancel the ring but I'll have a update soon. I reached out a week later and they said they haven't had a update still but I'll have one end of day.

I am extremely disappointed with my recent experience at Kay Jewelers. I brought in three watches — two that needed batteries and one that possibly needed a battery replacement. The salesperson made the process sound quick and straightforward, explaining that the watches would be sent to a centralized location, serviced, and returned promptly. Although the price was higher than expected, we chose to move forward rather than go to another jeweler. At no point were we informed that the battery replacement process would take approximately one month. Had this been clearly disclosed, we absolutely would not have left the watches, as we had two upcoming vacations and intended to wear them.

Scam. I opened a Kay card with 0% interest for a year. I paid off the amount in 3.5 months then closed out the account but now I am getting a $88 bill for interest on $0. It doesn't make sense. I called Corporate Kay from a Kay store with the manager on the phone and they said nothing they can do and can't explain and I just need to pay. This is robbery. The BIGGEST SCAM! It is not about the amount. It is the principle of it!!! How can they do this?? I wonder how many other people they do this to?? I don't want my credit affected for something I took care of. THIS IS NOT RIGHT! DO NOT OPEN A KAY CARD. IT IS A SCAM!!

I bought a ring online for my friend. Payment went through and everything. 3 hours later, I get an email saying they cancelled my order due to inventory issues. I contact customer service over call: waited 10mins on hold. So, I went to text support looking for store compensation. They instead showed me similar rings to buy and essentially told me the website designed for people to buy goods isn't their fault. Terrible business model and terrible customer service.

Went to Kay Jewelers in Fashion Place Mall. Asked to Jake my wedding ring checked and cleaned as I do often. The girl who helped me could not find my info in the system, she said they just upgraded their system. She took my ring. Walked over to a podium at the entrance. Dips my ring in solution. Took a towel. Wiped it off and handed it back to me. I will never return and told my friend who is looking for engagement rings to shop elsewhere. Way to warm and retain customers.

I stopped by the Bourbonnais store to look at a necklace and earrings set for my Mom. There was a good selection. The associate I worked with was very knowledgeable and patient. I just wanted to let Maryann know how much I appreciated her input in finding exactly what I was looking for. Thank you so much for your help.

The people at the local store treated me fine. No complaints. Customer service was good. But the company Kay Jewelers or whatever they call themselves they suck. Canceled part of my order and did not have the courtesy to call and let me know. They sent me an email. They would not let me cancel the rest of my order. Told me they were still going to charge me and I would have to do a refund.

I visited Kay International mall, Tampa, Florida. Yamila provided friendly, patient, and experienced service with excellent explanations, until I decided to make a purchase. I highly recommend her.

Really deserves 0 stars. First off the time it took to arrive was unacceptable. With the reason being that they had to find the product that was ordered. When it finally arrived almost 2 months later, the quality seemed nice until the whole name fell off the bracelet 2 days later. Was poorly crafted and rushed. They offer these lifetime maintenance and care policies because they know the quality of their jewelry is trash!!! Will never purchase from this company again.

I am leaving a review because I am tired of waiting on hold to speak to a representative multiple times just to get nowhere. I ordered a watch and a bracelet on 12/21/25. My order said it would be ready for pickup at the Southwest Mall location on 12/24/25. I never received an email that it was ready for pickup so I had called and the representative told me that they don’t get their shipment until after 2pm. I called again around 3pm and the representative told me that she couldn’t find my order and that I would need to wait until her manager gets back from her lunch so that I can speak to her. About 30 minutes later I speak to the manager Rylee and she said that my order wouldn’t arrive until that following Friday.

I wish I had never stepped into Kay Jewelers. If I had known then what I know now, I'd never have purchased the ring. I mailed 4 checks together the same day (all bills) including one to Kay's. The others had arrived days earlier and posted as cleared through my checking account. Kay's waited until they knew it would be considered "late" so they could tack on a fee. I've been paying on this ring now, and with the massive interest rate on this card, I owe more today than the day I walked out of the store!!! I contacted the FTC for help with this. Poor business practice, massive interest charges and the sad thing is. I don't really like the ring. Under the lights of the store it looked so pretty. Outside it really looks like a ring you could get at Walmart for much less. I bought a Moissanite off Amazon for under $50 that looks better than this $500 ring. I'm really sad and also angry. I'll never buy anything from them again.

The worst jewelry store you ever want to buy your jewelry. First of all, they are terrible in Math and with numbers. And I'M TALKING about the manager who doesn't know how to do the Math. THEIR warranty is terrible. Their customer service from one will be 10 the worst. They would ALWAYS tell you one thing. And when you come back to exchange or update the ring, they will tell you that I've never said that before. I had to customize my wedding ring three times that would always get the size wrong. And at the end, I am still not happy with the job that they have done.

First of all I have been a Kay’s customer since 2014. Mind you I have NEVER been late on a payment. I did mail my check on time in December but it DID NOT arrive until 4 days late. I called to ask to have the late charge be refunded, since I HAVE NEVER been late before. They would rather lose a 12 year customer than to refund me the late charge. So I cancelled the card. Shame on them for doing this to a long time customer.

Purchased a necklace and realized chain was too short. Went back to store to see if they could exchange for a slightly longer chain. Was told, "NO, you can purchase another chain for $50 and change it yourself." Went to a competitor jewelry store, purchased a replacement chain (same finish, quality, length) for $28 and they put the new chain on the necklace.

Very disappointed, will never buy from Kay’s again. I purchased 2 rings, both birthstone rings. 1 after my parents passed with their birthstone. I absolutely loved the ring so I bought one for my daughter with her son's birthstones. We had the rings about 6 month and noticed one of the stones fell out. I called to see about getting a stone put back in the ring and was told since I didn’t have the protection I would have to pay. The ring is still sitting in my jewelry box and angers me every time I see it.. I will buy another ring somewhere else before I every go back to Kay’s. I feel as if the stone should not have fallen out with just normal wear.. Very disappointed customer

My work place was looking for a gift to give a retiring coworker. I looked online at several places and decided on what appeared to be a beautiful silver bangle bracelet. I purchased the bracelet and when it arrived it was damaged with a dent and a scratch. The bracelet cost over $600 yet was on sale around the holidays at 50% off however, the piece was not advertised as damaged. I had a good experience with the local Kay jewelry store that helped me get it replaced. The employee helped me get someone on the phone in the store. The call to cooperate was awful: terrible connection and unprofessional and they wanted me to pay full price and then they’d refund me. No way. We finally got another bracelet ordered. It was in good condition. Then at the recipient’s retirement party when she put the bracelet on, the safety chain broke. My point is for a bracelet priced at over $600, you’d expect better quality.

Yeas ago I purchased watch battery warranties for Kay. Back then (early 2010's) it cost $10.00 to have a jeweler change your battery. I paid $25.00 for free watch battery changes for life. For more than a decade this worked well. My watch stopped, I went to any Kay, the replaced the battery on the spot for free. Over the years, I purchased 10 of these warranties.

Never purchase anything from Kay Jewelers. They are horrible and stole from a 13 year old girl. We purchased the warranty, their product broke and they refuse to replace the product. I have requested a call back and have not heard a response. All they can say is, "I am sorry." But my child who all she wanted was a cross necklace for her 13th birthday and we saved and purchased a $140 small diamond cross necklace. It was what we could afford and they refuse to help. Their product broke and we just brought it in for inspection for the warranty.

Made a Kay Jewelers purchase on November 24th in the amount of $522. The piece was to be sent to me by December 11th. December 11th came and went so I called. No one could tell me what was going on so I called back. They gave me a tracking number. Tracking number says label's been created. That's it. That went on until December 20th probably and they created a new label and finally on December 24th it was picked up for delivery and would be here on December 26th. Yes you got it. December 26th. Totally unacceptable. Still to this day I do not know what the delay was. Nobody will tell me. Unacceptable unacceptable. I ordered it in plenty of time for it to be here Christmas Day and it was not. Do you think Kays Jewelers cares? Oh no. They don't care. They don't care about because I can still get no response from a supervisor to get any satisfaction.

I have bought many pieces of jewelry at this store over my 30 year marriage, including our engagement and wedding rings. We recently brought a watch in for repair, noting 3 things that needed to be taken care of. All of these items were noted on the work order and committed to be repaired. We received the watch back with only two of the items fixed. When we complained to the clerk and store manager, they said they cannot change a crystal and said we should go to Michael's and get a stone to replace it with ourselves. Meanwhile, we had already paid them to do the repair and agreed on the price to do all three items up front. No partial refund was offered, no objection was made to our complaint, they just refused to do what we paid for. We won't be buying any more jewelry at Kay.

Absolutely terrible customer experience!😕 Carol at glynn isles Bwk - does not care about what's best for customer and is nonchalant about offering any gainful assistance in purchase and warranty. Every single time-.

Very. Bad Cheap. So small you couldn’t see the jewels in the pendants I ordered. Nothing like the pictures they showed. DO NOT WASTE YOUR MONEY. DO NOT BUY. Cheap. Cheap. Very disappointed. CHEAP ASS SHIT. SCAMMMERS.

They took couples over me even when I was first to pick up my jewelry. When I said this, they said that they couldn’t keep up with who was there first. But isn’t it their job to be attentive to who is coming and going. I was much further into the store than the couples. And I don’t believe they even bought anything.

Terrible customer service. I order an item online a few weeks ago. Their system says label was created. But it was not shipped. I have contacted their customer service multiple times and was told the same thing each time. They are investigating and will get back to me. They will not refund me or send out a replacement until they are done investigating. It's been over 10 days. This was supposed to be a Christmas gift. DO NOT ORDER FROM THEM!! I had to contact the BBB.