Kay Jewelers Reviews

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About Kay Jewelers

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Kay Jewelers provides a wide range of jewelry and watch options, including engagement rings, wedding bands and fashion jewelry. Established in 1916, Kay offers custom design services and operates numerous stores nationwide.

Pros
  • Friendly and attentive staff
  • Repair services
Cons
  • Quality control issues with products

Kay Jewelers Reviews

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    Page 2 Reviews 5 - 35
    Verified purchase
    Customer ServiceStaff

    Reviewed May 23, 2025

    I have been a loyal Kay Jewelers customer since purchasing my bridal set and an additional band in 2015. Every six months, like clockwork, I bring my rings in for inspection to maintain the warranty and have them rhodium-plated annually. Today, I visited the Charlotte Premium Outlet location and was extremely disappointed by the treatment I received. Two sales associates insisted that only the bridal set and one band were originally purchased—essentially implying that I was trying to pass off an extra band that didn’t belong to me. This was not only incorrect but deeply insulting, especially considering my long-standing relationship with Kay and impeccable inspection record.

    Thankfully, I called the Pineville location right afterward, and the associate there had no problem locating all three rings in their system—confirming what I’ve known all along. It’s incredibly frustrating to be treated with suspicion and disrespect when I’ve done everything by the book. I expected more professionalism and competence from Kay Jewelers. This experience has seriously shaken my trust in the brand.

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    Staff

    Reviewed May 18, 2025

    Kay's in Harrisonburg is awful! Do not shop there! I Go there. They are not even open! Manager and two other people talking about a stray dog when they should of been open. Gates still locked and put n out Jewelry when the store should of been open 15 min ago!

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    Customer ServiceStaff

    Reviewed May 17, 2025

    Great experience overall. The store manager Sujit is funny, and a great salesman. I got an INSANE discount from him. The customer service is off the charts, walked in and immediately got attended to. I will for sure be back in for more.

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    Customer Service

    Reviewed May 13, 2025

    If only I could rate NEGATIVE STARS! I ordered an online gift for Mother's Day, paid for expedited service to be delivered on the same day. I was told it be delivered the following day, just to find out it will not be delivered until tomorrow! No communication on Kay Jewelers' part. I'll never again purchase anything from you guys again! You guys have failed me numerous of times... I learned my lesson.

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    Punctuality & Speed

    Reviewed May 12, 2025

    Worst Jewelers ever.. We ordered necklace you did not arrive on time. Told us if we go to the store to pick it up that would give us a 20% discount. When we went to the store it would not. They would not give us the discount. They basically lie us

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    Customer Service

    Reviewed May 9, 2025

    Me and my husband went here to find a ring as it was the only jewelry store in town that wasn't a pawn shop since we had to make sure it was a true white gold ring due to some allergies of mine. We got a great deal on a beautiful ring with sapphires and even sprang for the extra warranties. We were never informed we'd need to bring the ring in every 6 months for inspection or that missing one would void our warranty. We had even brought it in a few time over the last couple years for cleanings and repairs and even a resizing because my fingers swelled when I became pregnant and not once were we asked when we would be bringing it in for inspection or even sent a reminder email, nothing. I was doing housework and noticed my center sapphire is gone, and the bracket/ facet whatever is cracked and bent! Every time we had to take it in to repair it was for that stone and now it's lost to the void.

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    Staff

    Reviewed May 5, 2025

    I’ve been a customer at Kay Jewelers Braintree, MA for years, and the team is always friendly and helpful. Rich, in particular, goes above and beyond. He helped consolidate my past purchases under one profile as that used to be a point of frustration. Recently, a sentimental piece of jewelry broke and Rich arranged to get it replaced, truly making my day. Exceptional service, thanks Rich.

    PSB

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    Customer ServicePriceStaff

    Reviewed April 29, 2025

    I purchased a ring, I have it serviced every 6 months. One week after the inspection a diamond fell out. When I took it in for repairs I was told charges would be waived. Of course the rep wasn't at work. The rep called her at home. I could clearly hear her say she doesn't remember but give it to her. The rep insisted I pay for labor. I asked to speak with the manager. She attempted to speak to her before I did.

    Initially the manager said charge for the diamond only. I informed her it was just inspected. The rep kept saying she had to pay for the labor. I was informed via phone call and in person. I was at Ridgeland, the nonchalant attitude of you'll pay to get your ring was unprofessional. The manager was very short. NEVER AGAIN WILL I SHOP AT KAY'S JEWELRY. Poor customer service can make or break your business. I'll reach out to corporate and continue to discourage individuals from shopping there. Not to mention I need to take it back the repair was not corrected!

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    Price

    Reviewed April 27, 2025

    Do not get a credit card from them. We were supposed to have six months interest free. We did not. Paid off my account several times then did not use the card for a few months. Got a bill owe them more money. For a card to sit in my wallet.

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    Reviewed April 13, 2025

    My son bought me a Silver necklace from Kay Jewelers about 4 years ago for mother's day. I know at the time he paid about $125.00 for it. About a week ago I decided I wanted to wear it and when I opened the box my necklace had turned black. I put a magnet to it and sure enough it stuck, the necklace is fake! I'm mad my son tried to buy me something that I will keep for years to come with his hard earned money but they took advantage of his ignorance regarding jewelry. Shame on them!

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    Customer Service

    Reviewed April 11, 2025

    Never order ship to store! Mine got lost with UPS and the store offers nothing to help or make things right in any way. They take absolutely no responsibility! Cindy was VERY rude. They won’t even give me a refund. Now I have to find a new ring for my special occasion.

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    Customer ServiceStaff

    Reviewed April 11, 2025

    I received the best customer service from management team at the Smyrna, TN location. They went the distance getting a new ring for my husband after his original ring couldn't be repaired. Will definitely be back

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    Verified purchase
    Online & AppStaff

    Reviewed April 5, 2025

    The ladies were very helpful in Lynchburg at River Ridge Mall. I recommend Kay's to anyone. They are always very friendly and helpful. They go out their way to make sure that you know all your options and what they can do for you. They run specials and have programs for you in order to get your jewelry that you would like. I wish Kay was bigger, but it does have selections in store it on their website. my family shops there all the time and so do a few friends.

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    Price

    Reviewed March 23, 2025

    Absolutely horrible company. I bought an engagement ring 3 months ago. I am now replacing a second Stone out of this ring and now they don't want to replace the stone even though again this is now the second time in 3 months since I've had it but I'm replacing stones. Talk about cheap garbage. Overpriced at that. I recommend nobody ever buy anything from Kay Jewelers.

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    Customer ServicePricePunctuality & Speed

    Reviewed March 14, 2025

    Updated on 03/17/2025: I left a review and got a response by an email that doesn't exist. The email was **. Kay Jewelers is not to be trusted. They overcharge for their jewelry and falsely claim you paid late to charge you a late fee. Then respond with an email that doesn't exist.

    Original Review: I have purchased a "white gold' ring that was dull after being beside my rings I had at home. It looks like a scratched up silver ring. After purchasing a diamond ring, that I liked but over priced; my bill was set up to pay within a year. I decided to just pay it all and I guess their mail wasn't received until the 4th of March instead of the 3rd of March. They charged me $30 late fee. ONE DAY LATE. I'm not their mailman for one and for being a person who has bought 3 pieces of jewelry; you would think they wouldn't be this greedy. I called and they can't take it off my account, hoping I pay. I'm not giving them any more money. They offered me a 15 dollar credit. Haha.

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    Staff

    Reviewed March 12, 2025

    We’ve done business with Kay Jewelers since early 2000. My wife and I had spent thousands and thousands of dollars to them. We recently on February 14, 2025 had to bring her certified diamond earrings in for repair. Kay Jewelers not only broke one of the earrings, but broke the other one as well. Their resolution was to give us certified diamonds with less quality than our original pair and a $275 gift card. This was all done at the Amsterdam New York store. Their regional manager is a joke just like the staff there in Amsterdam. Also the lady at the corporate office could not come up with a resolution.

    I came up with a fair number which wasn’t far from theirs. I wasn’t being unreasonable, but they couldn’t look at the longevity of the business that my wife and I have done with them and also look and understand that this was an anniversary gift to my wife 16 years ago, we decided to cancel our account and never do business with corporate jeweler again as they don’t care about their repeat customers. They’re only in for a quick sale and that’s about it.

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    Customer ServiceSales & Marketing

    Reviewed March 9, 2025

    I brought my wife’s ring in for repair. It had a diamond fall out of her anniversary ring. I wanted to surprise her with a repaired ring for Christmas. It was a couple weeks before when I brought it in. They said they send their jewelry out to be repaired, I thought they did it in house. Red flags went up in my head. But I thought they must do this a lot and I let them do it anyway. They took my information and said they would be contacting me with an estimate. I never was contacted. So with Christmas quickly approaching I tried calling them, over and over. They won’t even answer the phone. I drive back to the store, waited to talk to them. They said that I should have gotten a call and they looked into it. They told me how much it would cost to get it fixed, and agreed to the price. They said that they would call me when it was done. I was never call or contacted in anyway. I made 5 more trips to see if the ring was ready.

    Well Christmas had came and gone so did New Year’s, and our 26th anniversary no ring. Some how they lost it, and I was promised they will make one just like it. I’m still don’t have a ring, I have never been contacted at all. Well besides sales emails that they send to anyone. I got to drive up there again to only be disappointed with little or no information. I just wondering even if they make a new one. Will it be real or fake diamonds and gold. If I do get a ring from them. I will have it checked out by another company. But I might have to hire a lawyer to get things resolved in a court room. I will never trust Kay with our jewelry ever again. They will let you down.

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    Sales & Marketing

    Reviewed March 5, 2025

    Horrible company to deal with. Do not buy from them. They are a scam. bought a necklace that broke within the 60 day exchange policy. They would not return, exchange, repair, or give store credit. I'm stuck with a broken $200 necklace. Never again. There are some reputable jeweler companies. Kay is NOT one.

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    Verified purchase

    Reviewed March 3, 2025

    My husband bought me a ring from Kay Jewelers for Christmas 2024. Within a month one of the diamond chips in the band had fallen out. I went back to the store and was told the diamond was covered but I would have to pay $59 to have the chip put back in the ring. What a rip off after only having for 1 month!!! I am not even bothering because there are a lot of diamond chips in the band and I can see this being an ongoing issue. What a complete waste of money, so disgusted they are allowed to sell such shoddy merchandise!!!

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    Reviewed Feb. 23, 2025

    I bought a necklace for over $2100. It keeps breaking. It’s a piece of garbage. Please be aware. Don’t buy anything from Kay’s. It looks nice but it’s garbage. I had a credit card. I figure I use it on that. What a big mistake and frustrated.

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    Reviewed Feb. 13, 2025

    I got an engagement ring on Thanksgiving 2024. Hate to say been a nightmare at Somerset store, took the ring to get size 6. Come back. Realized the band needed size. They had to have my ring to send back. Lo and behold did and well... they sized it to an 8, what human goes from a 6 in less than a month, so now they have my ring again. KAYS has had more than me and no one seems to care, so does not matter whom you complain to. They DO NOT care....I put his ring back, the kids earrings I will go to another store and NEVER recommend it! Not matters this is posted but good luck. You will get awful jewelry, don't expect to have you pieces sized.

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    Reviewed Feb. 13, 2025

    My husband a diamond tennis bracelet. In 9 months it had been repaired twice. Standing in the store pick it up I put it on and another link broke. When they fix a link it is sdeed so the link has is rigid with no bend?? I trade it instead for a different $800 bracelet. Wore it 4 times and a link broke. Not quality jewelry.

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    Customer ServicePrice

    Reviewed Feb. 8, 2025

    I bought a cactus toy story necklace online for $250 back in September 2023, yes, it's been a few years ago. However, online it's at Walmart for $79 same necklace and picture details exactly the same description. I called customer service to see if I can get a price adjustment, they straight out said No! I would think being reputable they would at least adjust the price what Kay are selling it for $50 less. Never shopping here again and I am canceling my kay credit card.

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    Customer Service

    Reviewed Jan. 25, 2025

    I purchased a ring in Dec. I told the salesperson that I was shopping from Canada, and that if I were to return the ring within 30 days, would that be fine and without any problems? I was conveyed that would not be a problem at all. Early Jan I went back to return the ring, but I was told that I would have to return back once again to pick up the refund cheque in 3 weeks, and that I was not getting a refund right away! I still patiently agreed and called back after 2 weeks to follow up. I was told to call back again the following week. They did say that they will call me, but they did not. I then called again today (3 weeks from the date I returned the ring!). They still told me that the cheque is not there and maybe next week. They also told me that have had this problem with lots of cross border customers! They also told me that I could contact the head office to follow up for my refund.

    I had to remind them that they had readily taken my money, not mentioned of any problems of getting a refund as a cross border customer, waited 3 weeks and now be told to contact the head office and do their job of following up with their return! I did call the number, but had no option for refund extensions. This experience has been very time consuming and unprofessional, and very poor service, I would not recommend this co to anyone, and please think again before shopping from this co.

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    Customer ServiceStaff

    Reviewed Jan. 23, 2025

    Placed an order online for a nice ring for myself for my upcoming wedding. The Delivery date was set for January 7th and I ordered in on December 18th to be delivered to the store. January 7th came and item not shipped. Made a call to customer service and was told not to worry it will be sent out soon. Few more days go by and they told me it would be escalated. A week goes by and no email or communication. Around January 15th I get an email from the Kay telling me they are reviewing my order. On the 22nd, a month after I Placed my order, that the item was not in stock and my order will be canceled. How does something like this happen and why is this email even sent.

    They have an obligation, if you going to sell wedding rings, to try and make it right. Sent out more complaints and finally someone called me (the person that sent that email). The best they can do is 20 percent off a new ring. But the next ring that is comparable to what I ordered is 300 dollars more, with the discount. Why would I reward you with more money for screwing me over? Oh, they also still have a hold on my money, so I am screwed. So I will be doing my wedding without a ring and I am going to make it my life’s mission to let everyone know how poorly I was treated here and how this is the worst experience I ever had in my life with a company.

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    Reviewed Jan. 22, 2025

    Recently took my ring to Kay for resizing, they told me I had to pay for it because I hadn’t taken my ring for inspection for over six months, I tried explaining I was overseas on deployment and could not bring it in. They wanted me to pay $180 for resizing, I went two stores down to Helzberg Diamonds, they charged me $60 for resizing and had it done in two days. I regret buying my rings at Kay and paying for the warranty/service, I will never shop at Kay again. By the way, while I was at Helzberg, I bought my wife a $12,000.00 ring.

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    Staff

    Reviewed Jan. 18, 2025

    Took my watch to get a battery. The girl used a press to put the back on and crimped it too hard and broke the hand. Emily refused to acknowledge so I went to Jarred since they are under same umbrella. They repaired at no cost and showed me the broken parts and confirmed it was Kay Jewelers' fault.

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    PriceStaff

    Reviewed Jan. 16, 2025

    I just recently had a ring sized. They did a fabulous job! Emily A. Helped me with the ring and some other jewelry. She is so professional and down to earth. I always ask for her. She does a great job. All the ladies are great, and help me find the best price for what I'm looking for.

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    Customer Service

    Reviewed Jan. 15, 2025

    Bought earrings for my wife in December 2024 for that Christmas. Within two weeks the backs of both earrings totally fell apart. I purchased online but services told me to go to a nearby store and they will repair them. The only options given was for me to either purchase new backs or purchase an extended warranty. Online customer service was further worthless.

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    Punctuality & SpeedStaff

    Reviewed Jan. 9, 2025

    I went into your store and Beth was the associate that helped me design my mother's ring, It took forever because I couldn’t decide and she was great, so here’s a shout out to Beth!!! I will always look forward to working with you and no one else…. So if she ever leaves I will too.

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    Kay Jewelers Company Information

    Company Name:
    Kay Jewelers
    Year Founded:
    1916
    Address:
    375 Ghent Road
    City:
    Fairlawn
    State/Province:
    OH
    Postal Code:
    44333
    Country:
    United States
    Website:
    www.kay.com