Kay Jewelers

Kay Jewelers

 2.9/5 (139 reviews)

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Overall Rating2.9 out of 5
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About Kay Jewelers

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Kay Jewelers Reviews

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Page 1 Reviews 0 - 10
Rated with 1 star
Verified Reviewer
Original review: April 19, 2023

For anyone who may read this, all I can say is DO NOT shop with Kay Jewelers! We have consistently had terrible experiences with them, at different locations since December. I have gotten nowhere with store managers, customer service, etc. They say one thing and then question you when they don’t hold up their end; when you try to hold them accountable to their word. They give your jewelry back to you in worse or the wrong condition than when your jewelry was sent out. We sent my rings out three times over a period of almost two months. They were only supposed to be gone for two weeks to be resized. They “accidentally” or CARELESSLY soldered them together after resizing them incorrectly twice. Apparently they don’t know how to size the rings they sell. (Finally after receiving them back, I saw that the metal has been scratched by a file, and I’m afraid to send it out again to be fixed).

Because we have the warranty they recommend with purchase, that we pay for monthly, we get unlimited resizing/etc, so they will not reimburse us for any of the mishaps they created, as we continue to pay monthly for their mistakes to be covered. We then tried to return a ring that we no longer wanted to keep (separate from the ones that were mishandled) in perfect condition/brand new. Returns are 30 days, but it was not clarified that if it was purchased in store, if that is from date of purchase or from the date of being received. It was sent out to be resized the day of purchase, for two weeks. We were under the impression that it was 30 days from the ring being in our possession.

I tried to return it (35 days from the purchase date/16 days after having it in my possession). I asked for a return or credit, as I’ve had it with me for less with three weeks. They would NOT do ANYTHING, wouldn’t even listen! I’m a patient person, but I will tell everyone, friends, family, strangers, to never shop with them. They have lost customers for life.

3 people found this review helpful
Rated with 5 stars
Verified Reviewer
Original review: March 28, 2023

Not only was she helping me she was also training two new employees. Very kind and helpful. She was very knowledgeable. I was looking for a birthday gift for my daughter and I am so happy with the necklace she helped me with!

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    Rated with 1 star
    Verified Reviewer
    Original review: March 24, 2023

    I finally decided to get my engagement ring resized after wearing it for a year and a half with the sizer. No issues other than it was too big. First of all, it took THREE weeks to do the simple task of resizing the ring. You’d think they would do a careful job but no. Within two weeks of getting it back, two diamonds fell out of the band. I took it back to Kay where at first they said it would be another three weeks. However they put it in that it was Kay repair fault or whatever since it was so close to the initial repair and the guarantee date was 10 days later. Whew, no big deal.

    BUT now it is a day after and I’ve called the last two days where they said it is probably coming in the mail. But of course the new story today is that they’re waiting to get a perfect match on the diamond of my band and they don’t know when it’ll be ready. I’m not sure why they call it a guarantee date when today they said it really is just an estimate. I would highly suggest changing the wording. So who knows maybe I won’t even have it for the wedding. I’m glad we purchased through Kay for it to just be at the repair shop for eternity. I really regret getting it resized at Kay and trusting them.

    2 people found this review helpful
    Rated with 1 star
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    Verified Reviewer Verified Buyer
    Original review: Feb. 26, 2023

    Bought wife earrings for Christmas, purchased on 12/24, cost of $642. Friends told me not to shop at Kay, overpriced and jewelry is poor quality. Wife wore the earrings once in January. The earrings physically broke on second wear, in February. I returned the earrings to the store on 2/26. Unsympathetic clerk claims that I am out-of-luck because I didn't purchase the "extended warranty", standard warranty is 30 days. Really?!? 30 days? Store manager wouldn't exchange or refund. Worst experience ever. Sorry I didn't listen to my friends. I will pay a private jeweler to fix the earrings. I will NEVER shop at Kay again. Suggest avoid at all cost.

    6 people found this review helpful
    Rated with 1 star
    Verified Reviewer
    Original review: Feb. 26, 2023

    Every time I find an good customer service representative at Kay Jewelers they seem to let them go. This is the 2nd employee they have let go that was a wonderful representative. I absolutely only shopped at the Kay's in Clarksville Indiana because of Chris the store manager was great to work with. That man was at that store every time I came in. He gave me 1000% great customer service!!! I have spent a ton of money at Kay's because of Chris. I absolutely will never shop with Kay's again!!! They are a disgusting corporation!! They treat their employees like numbers. They use them, abuse them and then let them go!!!! I will be sure to share this with everyone I know. I will continue to put this review everywhere I can! Do not buy from them. They treat their people like trash!!!

    4 people found this review helpful
    Rated with 1 star
    Verified Reviewer
    Original review: Feb. 19, 2023

    Recently my boyfriend lost his mother and inherited her belongings. He was elated to find the beautiful ring that his deceased father had worn daily and was designed and made by his mother. He decided he was gonna get it appraised and wanted to wear it because it was so special. Unfortunately it was too small, so he took it to Kay's. His parents had purchased jewelry at Kay's for many years. We went to Kay's off hwy 20 on January 2 and dropped it off to have it appraised and sized. When the associate looked at his father‘s ring under what appeared to be a microscope, she made a comment that all seven diamonds were impeccable, and that it was a truly amazing ring. We bought a bracelet and an Opal ring for my daughter as well. We left the ring in their possession to be sized and appraised, and they told us they would contact us as soon as it came back from the appraiser.

    Almost 6 weeks later, and after several attempts to reach them by phone, we went back to the store. We tell them why we’re there, and they start looking up our account. We were told they hadn't contacted us because my boyfriend's phone number was listed under another name; and they seemed generally disorganized and unprofessional. We were baffled because we have a Kay's credit card, and have been there several times prior. Already frustrated....We were shocked when we were informed that a burglary had occurred, and my boyfriend's ring had been stolen on the 4th of January. We were literally in shock, and appalled that the manager had no sympathy for a lost ring that meant so much to my boyfriend. He mentioned casually that other customers had lost pieces of jewelry in the theft worth much more than ours....as if that made our loss less traumatic!

    This situation became the most unprofessional experience of our lives! We were never notified about the incident. We were not given any insurance claim information. We were told the possibility of recovery was highly unlikely. The store manager showed total disregard for the loss of a ring that had immense sentimental value to my boyfriend. Beyond that, he took no responsibility for the monetary loss. It is beyond comprehension that any business manages to stay afloat when treating customers as we were treated.

    6 people found this review helpful
    Rated with 1 star
    Verified Reviewer
    Original review: Feb. 4, 2023

    I ordered two pairs of earrings online. Fun delivery. One pair was fine. Second pair one earring was broken. Contacted Kay Jewelers. Immediately receive the case number. Since then I've heard nothing from them. Of some multiple emails still have gotten nothing back. Not an email. Not a phone call. This customer service is it's terrible to say the least.

    6 people found this review helpful
    Rated with 1 star
    Verified Reviewer
    Original review: Feb. 2, 2023

    You should not buy your engagement ring from this jeweler. They said my return window (30 days) was closed even though my ring wasn’t delivered until 31 days after I ordered it. Then when I said I thought it was 30 days from when I picked it up, they said ok. Then I was told the district manager said no and that was that. Later I was told it was a custom order and not returnable for that reason. I was never informed that the diamond and plain diamond band I wanted that they ordered for me was custom. They have been horrible to deal with for a refund. So frustrating, the customer service rep said they’d escalate it and someone might reach out in a week, after they spoke to me like I was dumb because I didn’t know my order was custom might I add. When I checked in 3 days later they told me they were now escalating it and it would be another 7 days from that date until someone reached out. The whole experience has been awful, do not shop at Kay!

    6 people found this review helpful
    Rated with 1 star
    profile pic of the author
    Verified Reviewer
    Original review: Jan. 29, 2023

    Please do NOT purchase a wedding ring or any JEWELRY from this company. They will tell lies, not return phone calls and not measure your finger properly for the sizing. They are the WORST company to deal with for a refund. Please DO NOT SHOP AT KAY'S. I’m friends with the manager and she lied to me as well. They will only take your money and never fix your jewelry properly. Customer care will lie about resolving the issue. The Vice President, Bethany Spain will make up false information not to give a refund.

    I have purchased a second wedding ring and it was the WORST MISTAKE EVER! The size was incorrect! The diamond came out four days later! They tried to fault me for the diamond coming out. It came out because the JEWELRY IS NOT A GOOD QUALITY! Please read reviews from customers as myself or I promise you that you will regret going to Kays. This company is a SCAM with jewelry. I will have to take legal action to resolve my claim. They are professional liars for MONEY! Be Blessed and Take my advice Please

    5 people found this review helpful
    Rated with 1 star
    Verified Reviewer
    Original review: Jan. 29, 2023

    I dropped off my ring to get resized and was told that it would be ready in 2 weeks, couple days before the 2 weeks I got a call that my ring got lost in the mail. Well, then I asked to look for a replacement that is the same as the one got lost. I was they would call me by end of the day to let me know, off they did not calll. I called them and they told me that they had found and it would take another week to be ready for pick up. - did not follow up.

    I called the store to check if my ring arrived and they told it did. - how come they don’t call to let me know? I went to pick up and the associate could not find my ring- what a mess? How come they don’t keep it in a safe or a common place for pick up? Associate then call the manager and was able to find when I was about to leave the store.

    The biggest issue besides the whole mess they have in that store is that the associate did not give my ring unless of a sign a general release that is manipulative and definitely should not even be legal and I will look more into it. I asked another associate if everyone signs that and she said she was there just covering that she doesn’t work on that relocation. Well, every Kay policy should be the same. I asked my sister who had sent her jewelry for maintenance and fixing and she said she never signed the release and I knew that because no one should and wouldn’t sign that.

    I said, I am more than happy to sign a receipt confirming I am picking up, but I won’t sign this general release. Long story a left without my ring that is paid in full and they are holding forcing me to sign the release. The release is me agreeing not to make any negative comments on social media and that we have resolved any issue amicable. How can they make sign that and don’t release my ring?

    7 people found this review helpful
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    Kay Jewelers author review by ConsumerAffairs Research Team

    Kay is a jewelry company owned by Signet Jewelers that was founded in 1916, and the company is headquartered in Fairlawn, Ohio. It is one of America's biggest jewelry store chains with retail stores located in large shopping malls, and it also offers customers online shopping for a range of jewelry products.

    • Design-a-ring: Kay lets customers design their own rings so they can ensure their wedding or engagement rings are unique.

    • Personalization services: The company personalizes jewelry for customers, including adding monograms or engraving special messages into jewelry pieces to make them one of a kind or tailored for a specific person.

    • Style finder: Customers can take advantage of Kay's Style Finder, which helps them find the right jewelry product they are buying as a gift or for themselves.

    • Extended service plan: The company provides customers who purchase and own their jewelry a number of services, and by purchasing an extended service plan, these customers can take advantage of the jewelers' services for the life of the product. These services include cleaning, repair, watch tuning, damage checks, refurbishment and more.

    • Credit options: Kay offers customers credit options to help them finance their purchases.

    The ConsumerAffairs Research Team believes everyone deserves to make smart decisions. We aim to provide readers with the most up-to-date information available about today's consumer products and services.

    Kay Jewelers Company Information

    Company Name:
    Kay Jewelers
    Year Founded:
    375 Ghent Road
    Postal Code:
    United States