Kay Jewelers Reviews

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.

Bought a watch online, sent to a PO Box...They shipped UPS which does not deliver to PO Box, never let me know package was returned to them. Wouldn't reship, wouldn't give me the $50 off Black Friday price or the free gift, it was all my fault. Said they'd try to reship original package but I've never heard back and now I've paid for 2 watches and no refund. Spent 8 hours this to get this resolved. Hours on hold. No one knows what the other department is doing, they are the worse on line company I've ever dealt with, they just don't care about us the customer! Stay away!

For the second year in a row have had a disaster of a time with Kay Jewelers online store for Christmas. 2024 they barely delivered a necklace in time for Christmas. Considering it might have been an anomaly, and that my wife wanted the matching ring this Christmas I tried again. Worse results with worse customer service. No management of expectations or useful communications of any kind. Placed order 22 Nov with a 4 Dec delivery. The delivery day came and went. No email, text or other notification. Online and phone help was lengthy and did not resolve the issue. When I got to some help they confirmed the order had never shipped...but it might. With scarce money that consumers have this year you would think they might hustle for your business? STAY AWAY FROM THIS COMPANY. Ruined Christmas 2025.

Bought a ring online. Package came, empty box. I wrote them regarding this and they said they checked the cameras and it was put in the box. All I know is I didn't get a ring. Only a empty box. Somehow this is my fault! I've bought several pieces from Kay's in the past. Never again unless they make this right.

I made a purchase on Black Friday for my Christmas Wedding and Kay screwed the order up, or has false advertising. One or the other. Now I’m being told my issue won't be resolved until after my wedding date. Now I don’t have time to get ring because the money I spent was my budget for these rings. They really are horrible at resolving issues. I was told 10-14 days to assign someone to my case. This was for Christmas. I am now a bridezilla. I love this ring and just want what I ordered. Now, when you look up the item number, it shows a one-piece engagement ring. As you look below, my receipt is for a set.

I brought a gold necklace online from Kay's that I wanted to exchange for one that was wider. This was a couple of days after receiving it. The individual who was helping me and the manager both told me that they couldn't do an exchange because the system would reject it. I informed them and showed them the company policy on line. They said that it wasn't correct. I simply wanted to put the balance on something else and pay the difference for something better. I ended up getting a refund put back on my card which will take sometime to show. I left the store and called corporate office and they repeated what I said and read concerning their policy. The only way you can do an exchange is by going into one of their stores. I WOULD DEFINITELY NOT RECOMMEND CEDAR HILL TEXAS LOCATION FOR DOING BUSINESS!!!

I purchased a wedding set. We had it for one month, and the solitaire stone fell out. Kay replaced the stone. OF course, as the one who purchased it, I was mortified. Then there is the issue of payment. Do not and repeat, DO NOT use their financing. I had put down a substantial amount, but to get the ring I wanted, I put the balance on a Kay Jewelers credit card. I made every payment on time, but there was a balance of about $900 after a year. I did not know, nor, I imagine, the sales rep, that not only was the interest rate 36%, but it was 36% of the purchase from day one of the sale, and not just the balance. So I was charged an additional $736 interest for November for a ring that may just fall apart again.

Ordered a ring for my Mother's birthday. Supposed to arrive the next week. Now it is the next month. Customer service is like "sorry" her birthday was today. Still don't have the ring. This was a pricy ring and I ordered it because it would arrive 2 weeks before her birthday. I will never again order from Kay Jewelers.

I will never buy for Kay Jewelers anymore. I bought a ring on Thanksgiving and try to cancel it the day I buy it. Then I chat with them the next day online. They will not cancel order. They transfer me to 5 people and will not cancel it. It's the worst customer service. I also called and told me the same thing. I will tell my friends not to buy from them too.

I cannot speak for everyone; however, this is a true and accurate review as to how I was treated in this particular store. I received terrible customer service/care at the Canton, Georgia2 location,1810 Cumming Hwy. Ste. 730. The unacceptable behavior was definitely from the store manager **! I reported this immediately to Kay’s Corporate office as well as Better Business Bureau. I do not plan to ever shop there or attempt to get my ring serviced there. I was met with terrible incompetent customer care and service even though the store manager acknowledged that it was the fault of her employee, I was treated as if I did something wrong rather than receive an apology. You may not be differently but this is an honest and accurate statement of the treatment I received from the store manager.

Simply love the ladies that work here. They are always so nice. Took my engagement ring to them and they fixed it perfectly. As a couple we bought our wedding bands from them and have been very content with them. I will not deal with any other jeweler. I wish Kay Jewelers a very long and successful time.

My daughter and I had a great experience at Kay Jewelers this afternoon. We stopped by to have my rings resized. We were helped by Jasmine. She was friendly and took the time to help us. We had a wonderful experience with Jasmine. Thank you!!