Kay Jewelers Reviews

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!!

Lots of business with them, however that ends TODAY. Went to have a watch battery changed for one of my MANY Movado watches, and I knew it would have to be sent out, but with a smirk on her face she said $125 for the battery. Huh. Haffa. I would never. They will be worn for decoration.

I brought my engagement ring into kay to get size. They cracked it. I dealt with it. It's my wedding ring. I brought it back because the sizing wasn't right. The hair line fracture from the first size didn't bother me too much cause you couldn't see it from the naked eye. I brought it back to get resized. The sizing was not correct. The first time the jeweler took the Emerald out of the setting and it crumbled. He put it back in and gave me back the ring. Do not go to Here for anything. I've been a customer for 25 years. The associate told me to go across the street to The Other jewelry store nasa.. There is no customer service here. I'm not a professional jeweler, but I can tell you I would not remove an emerald, knowing I would crumble it and then give it back to the customer destroyed doesn't make much sense, do not go here and do not trust them with your jewelry. The phone picture can't zoom into the crumbled emerald.

Great ONLY IF you buy the lifetime insurance. I have both a custom engagement ring (very expensive) and a lightweight paperclip necklace from them (very cheap). I got the lifetime insurance on the ring that has covered the numerous times the stones have gotten loose and I have to keep getting the prongs tightened - I've paid $0 in repairs and they do it within 2 days usually - can also get this done at Jared's or any Kay's in the world. They did however lose the record of my ring in the system and it was quite a hassle to fix.

Today I was in the store in Palm Coast Florida to change watch battery. Employee refused to do that in the store. He said I need to leave my watches for him to send to the corporate store. I been in this store for years for battery change because I paid for lifetime warranty. When I said please provide policy change he refused. Unfortunately he was rude. Talkative and totally embarrassing to the Jey corporate. His name A.J. and he pretend to be a manager which is not true. Bad practice to Key and reputation.

Terrible customer service. My husband was lied to about their care insurance so they could sell him my engagement ring, which broke in 6 months, but surprise, that repair is not covered. I was treated so rudely and got my ring back in worse condition! We will pay to have someone else fix it. There are equal quality rings with better care packages and insurance everywhere else. Be careful guys; these people will tell you lies to make a sale!

My husband purchased a diamond ring for me from KAY Jewelers in Fairfield, CA. The diamond fell off less than a year after the purchase date. We returned to the store and spoke to the salesperson who sold my husband the ring. She honored the mounting guarantee because the diamond fell off before twelve months of purchase. However, she had attitude and insinuated that I damaged the mount and that is why the diamond fell off. I did not appreciate her attitude or her comments. And I did not damage the mount. Buyer beware. Do not waste your money on KAY. Find another place with quality goods and services. I wish my husband had gone elsewhere. Although KAY will replace the diamond, I fear it will fall off, again. I have other diamond rings that are over 30 years old, and the diamonds have not fallen off. Do I need to say more?

Their online portal is crap, automatic payment service is designed to get you caught up in late fees by only allowing you to do auto payments 3 months at a time which you will not be informed about. You are not allowed to pay off account balance online.

We had the most wonderful experience at Kay Jewelers. Salesperson, Jay ** was incredibly knowledgeable and patient. He took the time to explain the differences between various stones and cuts, and then listened carefully to what we were looking for. We never felt pressured to buy anything, and he helped us find the perfect ring that fit my wife and our budget. The service was top-notch from start to finish. Highly recommend!

I ordered a wedding band through the Kay Jewelers outlet website and today UPS delivered a package I thought was the ring but ended up just being an empty box. Who does that? Spend a box without a ring?! Then I called customer service to explain that I received just a box without a ring and they tell me they will have someone get back to without ever telling me a time frame. I’m weeks away from my wedding and now stressed out because of Kay Jewelers incompetence.

The quality of the jewelry I have purchased over the past couple couple have but been good. They bag right away, and once lost they don't replace. Just got a bracelet for my bday in May 2025, the clasp stopped holding, thank God I took it to the store right away, got a chain on it, and it came a loose today and the chain held it, I bought my sister a bracelet Dec of 2024, it after 2 months, couldn't take it back because are looked up and it was of her wrist, my daughter got a bracelet for Christmas of 2024, by March of 2025 if snapped in half.

Absolutely horrific experience with this company. I purchase a gift for my wife from Kay every Christmas. This year I spent over $1500 for a necklace with a diamond cross and diamond earrings. 6 months later we realize a diamond fell out. It’s covered under their “lifetime diamond warranty” but want to charge me $274 to put the diamond in. I’ve spent thousand with them and nobody seems to care if they lose my business or not. I guess I’m not surprised they have a 2.0 rating. Just a shame a company as big as they are is this bad. Never would have thought…. Looks like I’m gonna be shopping at the local jewelry store from now on. They will never get another penny from me again. I promise that! Please learn From my experience and don’t make the same mistake as me. Crappy quality with horrible customer service.