Kay Jewelers Reviews

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!!

Let me start by saying that I've never dealt with a jewelry store that cares so much about their customers. I dealt with a pleasant worker named Ashley **!! Oh my God she was incredible. She helped me over the phone find my wife the perfect ring for her birthday!! I didn't stress over anything at all. Ashley made everything so smooth! I was amazed how she worked with sent me pics of rings and helped me according to my budget! I was so happy I told all my brothers and my sons lets get together and go to Kay Jewelers in Sanford NC! Ashley I hope you are there when I bring the crew with me! I promise I'll never shop at another jewelry store ever again!! I'm so happy with what I got and how I was treated!! Thank you Kay Jewelers and most thank you to Ashley ** for her incredible help of me making my dreams come true for my wife!!!! GIVE THAT WOMAN A RAISE FOR REAL!!!

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.

I've been trying to talk to a human to complement an AWESOME experience that I had at their North Dartmouth location. The Associate named: Katie was Great. She Was very Personable, Knowledgeable, and Professional. She and the other associates acknowledged me before I even entered the store. Katie bent over backwards to get me the best price possible for the Movado watch that I Gladly purchased. I took my business there after dealing with a Rude experience at one of Kay's competitors who is also in the same mall. I am Very happy with my purchase and the way that I was treated. Not like a credit card but, like a person. I'd give Katie a 100 star review. Thank you Very much to Katie who I would Totally Recommend. More stores should learn from this. A simple "HELLO" goes a LONG way.

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 was looking for a unique birthday gift for my daughter who became a first time mom. I found it online so I came to the Round Rock outlet store hoping to see and feel this jewelry as I like to do before I buy. The manager Lorena was great in helping me to find out if this was what I was looking for. Also to show me the size and look of item since it was not in stock. With her expertise, patience and charm I was able to make the right decision. I would recommend her for your jewelry purchases!

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.

Older woman with arthritis and not so good eye sight looking for an easier way to hook a necklace with a clasp and a tiny hole in a chain. Wandered into Kay Jewelers in Boise, Idaho, wondering if they could make both ends of my necklace bigger. Pam said that could be done, but she would need to send the necklace somewhere to get that accomplished. She offered the alternative of a magnetic extension; went in the back room, installed the extension and problem solved. And surprisingly, no charge. Thank You, Pam!! You made my day.

I purchased hart earrings with diamond chips on line from the picture but when I went to the store in Lombard IL Yorktown store I was surprised they were nothing like the picture. I was buying them for my wife for our 46 anniversary. This earrings had no diamond chips at all. Just little metal bumps. Not even close to the picture. When called customer service they put me around to three different and the person could not find it in the system. Then she said just return them so here I am no gift for my wife anniversary September 15. This really sucks KAY JEWELERS.

Sales associates was friendly, knowledgeable, and helpful during the purchasing process. Great experience every to time I visit and purchase product... Store manager was awesome. 👍🏽 Very helpful.... Gurnee, IL store location...

My husband bought me a new wedding set and has since passed away. Up until that time, I faithfully had it checked every six months but upon his death, I did remove my ring and put it away. I wore for a short time on my widow's finger, but it didn’t seem right. I put the ring away and it was after it had been inspected. I didn’t take the ring back in because I wasn’t wearing it. I put it on in 2024 and the diamond fell out. I took it in but they told me because I hadn’t brought it in every six months, even though it was just lying in a box, my warranty was no good. I ended up paying about $800 to have the diamond replaced and I was too scared to wear it again because of the diamond falling out, I took it out a couple days ago and looked at it and thought how sad that it’s just lying in the box. I put it on my finger and today the diamond fell out again.

My fiancee purchased a white gold 2 1/2 carat diamond halo engagement ring and 1/2 caret wedding band with warranty. After we were married 6 months one of the outer halo diamonds fell out fell out and they did not cover it because you need to take your ring every 6 months for them to check it for faults and it had been 7 months. We paid to replace the outer stone. After about 2 years of bringing back my ring every 6 months for inspection I was talking to the manager and mentioned the time the stone falling out and she said "Oh, we didn't replace the diamond we just sent you a new ring".... WHAT??? They replaced my ring??? So this is NOT the ring I was married in?

I bought a Anniversary Band for my husband in Aurora Il. It's fine. I was supposed to follow up about the fit. I called the next day to say it was fine. Neither clerk was there. I called again. The clerk seemed confused, not very attentive. How sad!

I have had jewelry from Kay’s for years. I received a diamond bracelet in 2008 and after 3 weeks a diamond fell out. I took the bracelet to the store which was in Eastdale Mall, and the lady that worked there told me that I could still buy the warranty since it was new. I purchased the warranty that day. Since 2008 I have had to replace several diamonds because the diamonds just continued to fall off. I have had to repair the clasp as well. I have always taken my jewelry for my inspection. Several times in years I had to tell the staff that I had purchased the warranty. They would tell me I didn’t have it.

They let personnel in their store treat you badly, corporate does not care. The only response you get is a song and dance. We bought an engagement ring and found out it was worth way less than they told us it was worth. In my eyes this is fraud. Their department that fixes rings is like a 5 year old child did it. I am looking into legal avenues against Kay’s. Please tell me your story if you would like to join.

From the very beginning, Tammy and her team at Kay Jewelers in Pineville, NC created a warm, welcoming, and professional environment. Every step of the customization process was handled with remarkable care, attention to detail, and expertise. We deeply appreciated the time and patience Tammy showed in guiding us through design options, thoughtfully answering our questions, and ensuring that the finished ring beautifully reflected our vision. Not only did the team deliver a finished product that exceeded my expectations, but they also completed it ahead of schedule—adding an extra layer of joy and relief to such an important occasion.

I bought over $10,000 worth of jewelry from them when I went to go buy my new house. I paid them off $2800. I think I owed them. The guy in the store said I was good to go and never told me about some interest fee for $10 after paying off. I did not know I owed it and now it shows two months late on my credit report and they refuse to take it off over $10. I even paid Credit saint to try to remove it from my credit and explained to them the situation, but a Kay jeweler refuses to take it off and it won’t go too positive till 2031 on my credit report.

I went in to have 3 items cleaned, my wedding ring, a small diamond ring, and a bracelet cleaned. They’re giving manager cleaned them and gave them back and I noticed a diamond was missing out my wedding ring. I asked the manager where was my diamond and she tried to immediately blame me saying, "It must have been like that when you gave it to me," and I told her no it was not damaged. She then goes in the back room and comes back out with part of the diamond saying it had to have already been broken, I again told her no the diamond was not broken nor missing when I gave it to her.

My diamond of over 20 years developed. Chip in the center stone. I have had my ring inspected every 6 months and paid for the extra warranty/guarantee. Thank goodness I did!! Jaron and entire staff were so awesome during the process. The ring came back with a beautiful center stone. Jaron kept me informed with the process and the store staff were so great. Thank you!!

Bought opal ring. Lost two of the opals after wearing 4-6 times in less than 2 months. I took back to store. Warranty did not cover lost stones, only repair. I bought replacement stones. They assured me they would secure all stones. Have had it back for 5 days, wore twice, already missing two opals, again. One was what was replaced last time. Avoid this jeweler, they sell junk and do not stand behind their product!!

If I could leave a negative a -0 review I would be. I’ve been a customer of cases for over 10 years. Have an issue with my wedding ring right now. Lost one of the diamonds. I have taken it in all the time to get the inspection and cleaning done whenever I’m near a Kay Jewelers. It’s always within my six months. I have gone to the premium outlets in Denver. Every time we’re there they clean it and inspected, but I just found out they did not document my last couple of cleanings and inspections and now I’m minus diamonds in my ring, but they refuse to replace. Management will not call when they say they will. You tried calling the store. They do not answer. Must have caller ID. I’m very disappointed in how I’m being treated by all of the stores and customer service. I will never buy from them again and I’m telling you people do not buy from them if you have a choice.

I purchased a watch for my son and bought a warranty. The watch has been with Kays since February and customer relations says the delay is because the part was going from CA to TX to MD - it should not take 2 months to get a part. Additionally, I have to follow up and the store manager was annoyed when I inquired in person. However - before I mentioned the warranty they offered to repair for $95 (cheaper than the warranty) Save yourself the headaches - buy from someone who values your money and time! I will never purchase from Kays again when there are other retailers that value a customer.

I had one of the worst experiences I have ever had with a company. The first store I had went to I got a ring and spent $1,100 for it and it had to be resized. It didn’t fit so I got it resized again and it still didn’t fit. It took a month for me to finally get my ring back for it to still not fit. I had the ring in my possession for not even a day before the return policy expired. I then called customer service and they said they could do anything about it. I spent $1,500 with this company and I will never spend a dime here again.

I’ve purchased several items from Kay Jeweler in Gurnee IL. Recently my necklace broke and I took it to be repaired. The store sent it off and I received a call today saying it can’t be fixed and I had a warranty so I could come in pick another necklace and pay the difference. When I got to the store I picked another necklace and with the new necklace the difference was about $400 and the manager said I would HAVE to purchase a warranty, agreed. Once she started ringing me up she then said it won’t let me give you the credit. What is the purpose of a “Lifetime Warranty”?!!! I will never spend any money with Kay Jeweler again!!! Please note I’ve never used this warranty. Please note this was a manager so I know it could have been fixed some way. Then she attempted to try to get me to purchase something else.

For a company that states they “Value their Customers” sure shows the opposite. I had a gold chain “repaired” and within a month's time the link looked as though it disintegrated. As in literally melted. When I took it back to the store I purchase my jewelry from the “manager” stated oh that’s normal for gold. I then explained there’s no way that’s normal. I’ve had my chain for 2-3 years and no other link has done this.

My husband purchased me a necklace which had a small pearl. The pearl fell out. Looking at the receipt which said “LIFETIME” warranty. So I made my way to the Kay jewelers. The man looked at the necklace and my receipt and he said, "The necklace has not been serviced so if you like you can purchase another pearl to go in it." I said, "The receipt says lifetime warranty." He said, "That only applies if you bring it in every 6 months to be serviced."

I took my Gold Bulova watch back to Kay for a battery and crystal replacement. I was told I'd get it back in 4 weeks. It took 3 months and was told 2 months later that my watch was not repairable. So I agreed to receive a voucher to replace my watch and purchase another one. The voucher never came. I was continuously lied to and given the runaround, only to be notified that now my watch is suddenly ready for pickup. When I arrive to Kay jewelry in Fayetteville North Carolina Cross Creek Mall the clerk handed me my Gold Bulova watch and a bubble wrap Ziploc plastic bag. I could not believe you gave me my watch any plastic Ziploc bag as though it were a $4 cheap corner store watch. This space that I'm writing this complaint does not have enough space for me the write the entire story. But I will say that I am so very very disappointed in KAYS JEWELRY as well as their corporate office in terms of how they handle the situation.

Stay Away — This Company is a Scam! I opened a Kay Jewelers Card and was lured in by their promotion of "no interest for 18 months." What they don’t tell you up front is that the interest is deferred, not waived — meaning if you don’t pay off the entire balance by the end of 18 months, they hit you with all of the accumulated interest from day one!

I had recently broke my chain for my open heart necklace that is over 20 years old almost and was heart broken, I went to the Kay in Bridgewater and had a wonderful experience! The assistant manager Chris ** greeted me with a smile and asked all the right questions, And was able to help me find a chain that would work better with my necklace and able to send my original chain out for repair. Chris showed me options that would help make my charm stand out. I love my experience and will definitely be back! Thank you Chris!!

I bought 10 karat paper clip necklace from Ala Moana Center, Hawaii, after few moths it turns to brass color. I am sure it it’s gold plated, when I went back to the store to complain the sales persons has the audacity to tell me that gold does turn into brass color after a while, I bought gold from the US and overseas. Never the real gold turns into brassy color, what a shame that is happening in a supposedly a reputable store, the sales Person was rude and unprofessional, the product at least the necklace that I bought was not real gold. Please be careful buying from them, my damages was $ 480. Thank god I did not buy more expensive piece. It was my first and last time to enter this store. The sales persons offered to send it for polishing for $100 instead of at least offer to polish for free, but I think when he examine it he realize that it was not real gold so he give me this ridiculous figure so I will walk away.

Never again. Sleepy bank with non stop late fees. I wish I had the energy for a class action lawsuit. Never will I enter one of their stores again. CROOKS sums it up!!!! So disappointing and I’m so angry at such a horrible customer experience.

This review is long overdue!! I want to personally call out, Jennifer, Bonnie and Ashley!! They are wonderful & every time I go to this location they are beyond friendly, always willing to help and very knowledgeable. I highly recommend this location if you're looking for something special for a loved one or even yourself.

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.

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!

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.

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.

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

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.

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.

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.

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.

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!

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.

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

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.

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.

Back in 2020 I bought a wedding band online from Kay Jewelers. I'm happy I chose to purchase a Life Time Warranty Protection plan. Over time I gradually lost so much weight, my wedding ring was so loose it kept falling off. I took it to Kay Jewelers in Salem NH to have it resized. The Sales representative who helped me was patient and had me try on different bands to ensure the right fit. The ring was sent out to be resized and in less than two weeks I got it back. To my surprise it was too small. Frustrated and confused we went through another refitting process. The ring was sent back to be enlarged.

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.

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 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.

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.

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!!!

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

Kay Jewelers has a tendency to show photos of their jewelry online to be larger than it truly is. Enlargement to show details is understandable, but they also enlarge the jewelry in photos of a model wearing it. That's a very deceptive advertising practice, which can result in having many disappointed customers. Additionally, as long as Kay has been selling jewelry, you would think they would know how to securely package an item. For instance, I recently purchased a ruby ring online from Kay, and when it arrived the ring was tumbling around inside the box because no effort was made to secure it for shipping. Prior to that, I purchased a cross pendant and chain from Kay. When it arrived it looked like someone who filled the order just tossed it into the box with complete disregard for what it is. That's sickening. What's their slogan? "Every kiss begins with Kay." It's more like Every MISS begins with Kay.

Poor customer after the sale. Purchased a diamond necklace at 40% off for $600. Upon returning home to put the necklace on I found that the clasp did not work correctly. Returned to the store to have the clasp replaced (store employee also couldn't get it to work correctly). After verifying that I bought it at that store I was informed that because did not purchases their insurance, it would cost me $130 to have it sent out to be replaced. Left the store and took the necklace to a REAL jewelry store and had it fixed immediately on site for the cost of $5. Do better Kay Jewelers!

I bought an expensive necklace for my wife for Christmas. It arrived with a broken chain. I gave it to her thinking Kay would replace it. My wife took it to the store and the only option they gave her was a refund so basically my wife got nothing for Christmas from her husband. We experienced the worst customer service from the woman at the store Louis Galleria. DO NOT GO TO THAT STORE. They are rude.

I would recommend not purchasing from Kay Jewelers specifically if you are attempting to do so online. On 17th of December, we made a ring purchase for $2450. On 24th of December, Kay sent me an email canceling my order essentially saying that they didn’t know it wasn’t an inventory… It took this company seven days to figure out that they did not have something… Meanwhile, had they canceled the order in an appropriate timeframe (i.e. not seven days), I could’ve gone into my local case and purchased the same ring at 30% off….

Purchased a ring to engage my girlfriend, was assured it would be there, still waiting on ring, have called twice and received poor customer service, all I’m told is, "It will get here when it gets here and we won’t track it because by the time we do it will already be here," needless to say I guess when they call I’ll just return it and go to another jewelry outfit. If I have to reschedule the special day they you don’t deserve my business.

I’d purchased what was supposedly a gold chain but after testing the quality 3 out of acidic test it fail twice also sticks to magnets and was told is not real gold. We went back to the store at mall of Georgia and in turn, they send us to call customer service that wanted us to pay $100 for an appraisal. This should’ve been handled in a more easy way as they are a jewelry store and they can do the own testing and refund my money or giving me what I paid for. Stay away from Kay.

I ordered a 3 piece gift set for my daughter in November. Kay’s sent only the earrings to the set I ordered. I called and was told it would be expedited to the e-commerce dept and they would call me within the next few days. I have never received a call from them. Chatted with a Kay’s rep and decided to return earrings since I did not receive the entire set of jewelry I ordered. Kays sent a shipping label which I used to return the item. Kays sent an email saying they had received my return on 12/4, it is now 12/16 and I still have not received my refund or heard anything back from Kay’s. I chatted yesterday and was told it had to be sent to e-commerce team again! Is anyone doing their job at Kay’s and the e-commerce team? If I could I would give Kay’s a zero, buyers beware!

I purchased a Military Service Ring for my husband (Vietnam Veteran). After wearing the ring for about 3 weeks the stone fell out. There was a sticky residue coming from where the stone had been glued in with something cheap. We took the ring back to the store in Hendersonville Tn. The sales person took the ring and assured us that the ring would be repaired. We got a text message about 10 days later “your ring is at the store and ready for pickup." When we stated why we were there and presented the receipt they asked us to sit and wait. About 10 minutes later we were asked if we could come back because they could not find the ring. We decided to wait at the store. We waited about 40 minutes while they waited on customers coming in and out.

I went to the Manchester NH Kay location to pick up an item I had purchased online for a Christmas present. Upon walking in the store there was no greeting or acknowledgement that I was even there. I proceeded to head to the back of the store and waited by the register. There were two employees working. A male who was helping an elderly couple look for a gift and a women who was ringing a customer out. I stood at the register for 10-15 minutes and no one said anything. They continued to help customers they were with but could have excused themselves and say how can I help you or we will be right with you.

I brought in a silver necklace that needed a new clasp. The estimate to fix it was $399. More than the necklace cost. So I went to another jeweler and they charged me $5.20 for a new clasp. Price gouging at its worst.

We purchased a beautiful promise ring and a week later, two tennis bracelets. The sales person; Marina was extremely knowledgeable and helpful because of her knowledge and expertise of your jewelry. She made the experience fun and memorable. She expedited the alteration on both bracelets; having the clasps changed. She was able to have the repairs finished before the thanksgiving holiday.

I highly recommend Sahara at Kay Jewelers in ANNAPOLIS mall. She goes above what normal sales people do. Will always shop at kay jewelers for all of our jewelry needs. Thank you Sahara for all you have for us.

I have been losing weight for a while and lost my wedding band recently. After two days of diligent searching I looked online for men's wedding bands and found Kay Jewelers in Muskogee, OK, where we live. I looked over their rings and found a couple that interested me. They were running a Black Friday Sale with significant discounts so we went in. The young lady that helped us was very nice, knowledgeable, and helpful. She sized my finger and I ordered one that I really liked. She said it should be in the store no later than December 2 and to watch my email as they would let me know when it arrived at the store. Three days later, I cleared out emails and they had received it in the store and we picked it up today. That was a pleasant surprise as it was only a three day turn-around. I am very pleased with the store here in Muskogee and with their sales staff.

Customer service representative named Telishea was very helpful and very professional. She pierced my son’s ears, helped me as well as my husband too. I would recommend her and that store to others. Will be back. :-)

While shopping for a gift for my soon to be fiancé, Tracy was a great help. She was able to help me find the perfect gift. I recommend anyone looking for great service to go see Tracy @ the Kay Jewelers located in Fenton.

Beware new customer. Got a ring last year on Kay credit card, my credit card promotion expired 18 days ago. Now I have to pay one year of interest rate 32.24% from my first purchase. That's is $528 dollars interest. Try to contando customer service with no help. Don't sign to Kay credit card. Big scam.

My fiancé bought my engagement ring online through Kay’s website. He selected to have it delivered to our local store to be picked up. Instead, it was delivered it to our home and left on our front porch. The experience only gets worse from here. He proposed about 60 days after the ring was delivered. Only then did we start to unravel the scam that Kay Jewelers is running. Kay sent a size 9 preowned ring valued at $500 rather than the $3500 size 7 engagement ring that my fiancée ordered. To add to this, the preowned ring came with a loose accent diamond. My fiancé didn’t originally realize that they sent the wrong ring. He took in the ring that Kay sent to have the accent diamond fixed. Kay stated that they didn’t understand what the issue was, but eventually agreed to fix it.

My husband bought me one of the Nightmare Before Christmas rings. I've worn it maybe a dozen times because every time I wear it something on the ring breaks. The stone fell out, the stone cracked after being replaced, the prongs holding the stone in keep breaking. Their jewelry might be inexpensive but you're getting what you pay for... Cheap crappy jewelry. And you can't return it. They won't replace the ring, just keep fixing this crappy piece of jewelry.

I purchased a ring that my significant other wanted. It was pre owned and I understand that if I check out after someone else I don't get the item. Which is the reason I got for getting a refund the first time. Then a couple weeks later same ring in the same size came back up which I was notified for and paid for as soon as I could and was refunded the following day, then 4-5 days later again, I get an email and check out again and I'm refunded 2 hours later, I call and they give me the excuse that it's sold before me. But it's a very specific piece that's pre owned so there isn't many if not just the one.

We purchased a necklace and added the insurance. Little did we know they don't insure their products. They insure only an amount. It's a catch 22, no matter what happens to their products, you have to pay money for the same item. So be warned, they only cover a price. If you buy it on sale, you will pay full price plus any added amount of inflation.

I shop at the Parma store and they all are so nice and friendly. I bought something for my wife and I thank God that Kim was there to help me. My wife absolutely loves the bracelet that I got her. Kim was very patient and I explained my budget and she got the perfect gift in under budget. Way to go Parma Kay.

I bought an engagement and wedding band from Kay Jewelers in the South County Center in St. Louis and to make a long story short they lost my wedding band when joining the two rings together after I got married with them, rendering my engagement ring useless. I tried to wear the remaining ring, but got too many comments like "You're engaged?, I thought that you were married."! among other comments. I finally put it in my safe and only took it out for the 6 month inspections. It took that long for the shock of losing my wedding band for me to realize that my engagement ring is useless.

Be careful with this brand!!! I bought jewelry from them. Paid 4x what is due each month but charged me late fees 2x. I complained about it but told me that I did not make minimum payment during due date. For heaven’s sake, I paid it off in just in just 3 months!!! Until now, they haven’t returned the late fees. Very shady business… NEVER AGAIN!!!

Definitely a disappointed with Kay Jewelers. I was lied to about a 0 percent promotion in order for them to get a sale. Store in Glendale Az has disrespectful, unethical and non caring staff. They lie to your face and then say, "Sorry nothing we can do to assist you with our unethical employee." Salesman showed me incorrect information on the computer and refused to give me a receipt telling me it was on the computer. After reviewing this experience I believe the salesman did an illegal process in this transaction.

I have not had a good experience with my wedding ring from Kay Jewelers. Diamonds falling out over 4 times in the span of less than a year and having to send ring back multiple times, leaving me without one. The customer service is also subpar.

I received beautiful Diamond stud earrings from my husband for Valentine’s Day. Unfortunately he was not thinking when he purchased them, because my ears are gouged out to 1 inch. Unfortunately with my other piercings the earrings are so large that if I were to get a second hole they won’t fit. I’m a busy person and didn’t realize that I wouldn’t be able to exchange them even though the tag is on it. So I was told that they have a good trade-in program. I came to my local store to trade them in. They have never been worn, but to trade in I have to buy something that is double the value of the earrings. I just want something smaller that will fit in a second hole.

Bought a birthday ring which was to be - "available next day at store". Next day found out it was being shipped to my home address (not great but still should have made the birthday). Yet 3 UPS reschedulings and of course missed the birthday. Very disappointing. Called to check on things today - 40-65 min wait. Never again. Will be returning this item.

My husband's ring is absolutely beautiful!!! We were so afraid that the design around his whole wedding band would be compromised after being resized. It looks totally new and fits very nicely. We love it and can hardly quit looking at it... lol. Also, our experience was above and beyond with Kristian who kicked off the repair at the Cypress Outlet store. Plus, we don't even have the words to express how pleased we are with how Nancy picked up the ball and made it all come together... and so quickly! Nancy, Kristian, and the jeweler who did the work are truly RARE assets for Kay Jewelers (or for any company). Again, our sincere thanks to Nancy and Kristian for caring and for their due diligence. We are beyond words with BIG smiles. Dropping the mike... way to go, Kay's!

As if Kay didn’t charge enough finance fees, they now want to charge $2.99. Just send me a paper bill trying to navigate through their online payment system to update my login name and password is impossible. Customer service won’t help me without my account number which unfortunately I don’t have until I get a paper bill.

I went in for my regular cleaning and inspection! They found a crack in my crown and was easily able to pull up my account with them and send the ring off for repair!! It is really cool how the Warner Robins location has a repair shop right in the store!! Everyone was very nice and Katie ** was very polite and I love the Warner Robins location!!! We’ve been with Kay’s for about three years now and they don’t disappoint!!!

I purchased a ring online from Kay which the money came out of my account right after. A day later they send an email saying they don’t have that item so they are canceling the order. But the refund can take a month. Three days after my wedding. So now I can’t get a different one until I get my money back which could be after my wedding. My wife is going to love this if she still is my wife. Thanks Kay for nothing.

So in 2014, my husband bought me a beautiful Levian ring. Mind you it was supposed to be Amethyst but him being color blind trusted the sales lady. So a year later I noticed a scratch on the stone. We took it in and she said with it being a Ruby wasn't much they could do and it was main stone. So a few weeks ago I was helping husband clean out his dad's house. I lost the stone. So we took back to Kay and they were still referring to stone as Ruby. I even showed receipt. She quoted $500 for less expensive ruby or she would get a quote for Levian Ruby.

The wonderful customer care I had during my recent visit made me very happy. The personnel was really friendly and very knowledgeable about their collection from the moment I went in. They gave insightful information on the various styles of black diamond earrings they had in addition to responding to all of my inquiries. Wonderful charisma was possessed by the store manager. My trip was made even more memorable by the wonderful service I got. If you're looking for gorgeous jewelry, I heartily suggest Kay Jewelry Store. Future purchases from me are something I'm excited to make.

I purchased what I thought was a 22 inch 14 Kt solid gold chain but instead it have what I bet in cobalt in it which attracts to magnets. I’m in the process of trying to get my money back but my case worker is basically ignoring me so beware of what you’re buying cause it might not be legit.

I recently purchased a wedding ring from Kay Jewelers and the whole diamond completely fell off and I took it back to them and now they tell me I have to buy another diamond to replace the one that fell off. Terrible service and craftsmanship.

I recently visited Kay Jewelry Store on Camp Creek Marketplace and was absolutely delighted by the exceptional customer service I received. The moment I walked in, I was warmly welcomed by Lynette **, who was not only friendly but also incredibly knowledgeable about their collection. Lynette was patient, answered all my questions, and provided valuable insights into the different pieces of black diamond earrings they had. Lynette is an outstanding Store manager, who has a beautiful smile and wonderful personality. The excellent service I received made my visit even more special. I highly recommend Kay Jewelry Store to anyone in search of beautiful jewelry. I look forward to returning for future purchases.

Absolutely terrible experience! Horrible! I wish I would never have used kay and their financial institution #comenitybank #breadbank. I cannot say enough bad things about these thieves/companies. DO NOT use Kay/Comenity.

The customer service that I received from the store manager May 11th, 2024 at the River City Station was very disappointing and unprofessional. The store manager accused me of complaining too much to the associate manager concerning my ring that had a missing diamond. She suggested that I get rid of the ring or risk this happening again.

Full Review on why I am giving it two stars. Buying off Website was easy, and a fair price. I let my Partner pick out the ring and I surprised her on the when. She absolutely loved the ring. The engagement didn’t work out. I went to trade it in and was told I couldn’t because the Levian collection is considered junk. I was surprised because I was never informed that it was junk. On the Website it was advertised as this premier collection.

Good day. I went in to purchase a pair of earrings. This was the price in front of the display. When I went to ring it up, they came up to 115. The sales lady said the signage didn't refer to those earrings but the ones beside them. Then when I said I wanted them instead, she said she was wrong. It didn't do that either.

I placed an order with Kay jewelers online. I know I entered the correct shipping information but somehow, they got the old info on my order! I called customer service from the time I ordered the ring until the day it was delivered to the wrong address!! After I repeatedly called and called customer service to help, nobody would help and now my $6500 ring has been delivered to a state 6 and a half hours away that I don't live in. And they are telling me there isn't anything that they can do!! On several occasions I ask to speak with a supervisor, and they refuse to put one on the line!! Several said that a supervisor couldn't help me, and another said that I would have to call back in 24 to 48 hours to speak to a supervisor!! Someone signed for that package and got a free $6500 ring, but it wasn't me! Now I'll have to jump through hoops to get my money back!

Buyer beware... My husband bought me a beautiful @levian_jewelry ring from @kayjewelers for Valentines Day 2018. I constantly take both this and my wedding ring in for inspection and cleaning multiple times a month since buying them. They closed the store that was an hour away from us and I then had to drive two hours each way to the next closest store- which I did monthly before moving to Arkansas. Since moving here two years ago, I have gone in bi-weekly if not monthly as it's so convenient and get them cleaned. In December my prongs broke and the stone fell out. I found it thankfully in the laundry. Get my ring back and it breaks again within a week.

To all customers, I strongly urge you DO NOT BUY FROM KAY. If you buy something with a "promo" they will not advised you of a 3 day grace period after the promo is up, to pay what you have in full, in return they will charge you 29% interest. KAY is WRONG and unprofessional for doing this. After 30 minute supervisor conversation, I was advised they just dot not let people know of the grace period. Which in fact are screwing the hard working people over that buy from KAY. KAY is a joke. If this place went bankrupt it would be for the best. KAY, go screw yourself.

Simply put…don’t waste your money here! I had a beautiful diamond ring set bought for my 15th anniversary. Well, found out husband cheated, divorce pending, tried to sell my set. Colorless, nearly flawless, solitary princess cut, 1.55 carat diamond ring, just for the one part of the set. Whole set cost JUST under $9000, on sale. Regular price close to $15,000. They boasted how great lab created diamonds are. Yeah well I’ve gone to countless jewelers and the most I’ll get for this set is for the weight of the gold! To get anything for this set the most I’ve been offered is $425! They’re fancy scammers that get to hide behind a big name! DO NOT BUY FROM THEM!!!

Hello. I'm visiting a friend in Kannapolis North Carolina. While my friend and I were shopping, I decided to stop in Kay's to purchase a birthstone bracelet to celebrate my upcoming birthday. Upon entering, no one acknowledged our presence. I'm a ** female and I noticed that there were no ** employees at this location. That's not an issue for me but since I wasn't greeted, I was trying to understand why no one even said hello to me. I'm a very outspoken person but my friend told me not to spend my money at an establishment where no one acknowledges my presence. We decided to visit the Kay's in Salisbury N.C. What a difference! When we entered, the staff were so friendly and welcoming. An associate named Cheryl approached me. She asked if she could help me with anything. I told her about my experience at the Afton Ridge store. She kept apologizing for the experience that I had endured.

KAY Jewelers offers a wide selection of beautifully crafted silver jewelry at affordable prices. The pieces are modern and stylish, with designs that range from delicate and understated to bold and statement-making. The staff are friendly and welcoming, creating a relaxed shopping experience that keeps customers coming back again and again.

Do not buy rings online through Kay! They all come with tags on the ring band reading MADE IN INDIA. These rings are either missing diamonds or the ring bands are not made of gold or silver! I recently returned two rings and about to return the third ring to my local Kay Jewelers. I am done!

I have purchased several expensive jewelry from Kay Jewelers in Chicago. I have had several disappointing cases. The jewelry is not worth the pricing. The warranty is pricey but you're going to need it because the diamonds do come out of the casing on more than one occasion. I did not purchase diamonds for them to keep being repaired. I would not recommend

I purchased a ring on 11/10/2016 at your Peru Kay's store. I went to the exact same store within the last 6 months to get it sized, and was told one of the diamonds was cracked. Kay's would NOT size it. But I could buy another diamond and replace the cracked one for a mere $1,000. I could not believe this was happening. I then went to a jeweler in a family owned store, they said they would size the ring, but it wasn't cracked. It was flawed! If this is your policy to lie and cheat your customers this all makes sense. I will ALWAYS be truthful when someone asks me my opinion on your stores! Customers beware!

I cannot express enough how great Kay Jewelers has been! Cynthia and Shelby helped me from day one when we purchased a ring enhancer for my engagement ring! They were absolutely wonderful!!!! We ended up having to send it off to have it sized and solder. It turned out perfect!!!! I love it!!!!

My husband purchased me a pendant ($1600) for Valentine’s Day, but was unable to present it to me at that time because I was out of the state. He waited and gave it to me for my birthday, which was a month later. For several reasons, I wanted to return the necklace, but, before I could do anything about the necklace, I needed surgery. As soon as possible, I walked into Kay Jewelers in Lagrange Georgia, on crutches, to make the return. I noticed that they had a 30 day return policy, but was hoping they would give me a break, considering I couldn’t get in sooner due to surgery. The store had just opened about 15 minutes earlier, but I was NOT greeted warmly when I entered the store by a young man, who abruptly asked what I wanted. I stated I had a return and handed him the boxed necklace with the receipt.

Kay’s customer service was outstanding. Had some jewelry cleaned and ended up buying a new necklace. The people at the Shelby NC Kay Jewelers were very nice and Beverly was sweet and knowledgeable and patient to answer all my questions.

Donna, Lisa and Trinity are number 1! They continue to personalize my experience by letting me know when there is a special day or sale coming up. I can always rely on them to be knowledgeable about any piece of jewelry. Thank you! Michele **

Kay Jewelers trade-in verbiage is, "You may trade in your diamond for another diamond at least double the trade-in value." My diamond became cracked and loose so I used the life-time warranty we have and requested a repair. Kay Jewelry did great with repairing my color but they replaced my clear, cracked diamond with a diamond with two, huge, black specs and the new diamond isn't as shiny as the original one I had previously. I am upset that I received a less quality ring than originally purchased.

Absolutely no customer service to help me out. All I wanted was a quality chain. Thanks for nothing Kay.

I purchased a bracelet that broke within a month. My diamond necklace never sits properly on my neck. I'm constantly adjusting it because of how the clasp is made. The customer service department consistently directs you to someone else and no one can resolve the issue. I would never purchase anything from Kay Jewelers ever again. Lesson learned.

My husband has been buying me assorted jewelry pieces at Kay for many years and literally spent thousand of dollars. The quality has certainly gone down hill with repairs needed on several pieces multiple times over the last few years due to poor quality. Many of the pieces are beautiful but just not up to par and then add in the mostly horrendous customer service from our local store (Jefferson Valley Mall in NY) and it becomes a no brainer to go elsewhere. My husband has been treated like a stranger on the street with several employees from this store on more than one occasion, not like the loyal customer is he and has been for many years.

I took my diamond earrings in to be… I took my diamond earrings into the Kay Jewelers in Blaine MN be rethreaded and to get new backs, with a gold chain that needed another clasp. I was charged almost 400.00 dollars to only have my earring come back worse than what they were, and the chain clasp to break a week later. I been so upset and angry that I have not been able to go back to Kay, and I know I never will, and this was almost a year ago. As soon as I make my last payment with them, I'm done for good.

My now husband of not even a year bought my wedding ring from Kay jewelers. I have not even had it on for a year and the diamond fell out. My husband had bought a warranty and apparently you are supposed to bring it in every six months. My diamond fell out of my ring and they will not replace it. A diamond should not follow of a ring in less than a year. The company will not honor anything. Apparently they need to go back to school to learn how to set rings properly.

Beautiful collection of jewelry! Each and every piece is a work of art. Really love the unique designs of Kay Jewelers hand crafted jewelry! They will customize any piece with the stones or metals you like best - the customer service can’t be beat!

We purchased two heart shaped birthstone necklaces for our two granddaughters online. We called the store and asked if they stocked the item and they do NOT stock online items. These were real 10k gold at a cost of $150+ each. Upon receiving them, they arrived in a cheap jewelry bag and the necklace chains were all tangled. Plus, they didn't look anything like the picture. So, we returned them to the local store for a refund. The refund receipt did NOT have the value of the refund on it. When I questioned the clerk, he said that is just the way the return receipts are finalized and it was a full refund.

My boyfriend purchased an engagement ring for me after asking me to pick one out in the store. The sales lady said of yes give them my information and sent him over the website by text so she can get the sales credit. She promised that I can return in 4 days and pick up the ring. It has been two weeks and the ring which was paid for in full has shown up in the store. All we keep hearing, "We are sorry." Yes, they are sorry because the ring is nowhere to be found.

I bought 3 personalized dog tags online for my adult children as a gift for Christmas 2023 and the whole Diamond cross fell out of one of the necklaces. I am not happy at all. VERY DISAPPOINTED. VERY DISAPPOINTED. VERY DISAPPOINTED. VERY DISAPPOINTED.

I purchased an item online in January. I was charged twice for the item. No one wants to take responsibility for the error Kay’s customer service or the Comenity credit card company. Told it will drop off in a few days. Then told at the end of the billing cycle. It is now March and the charge is still on my account. Now a dispute has to be made and they’ll let me know what they find when it clearly shows the erroneous charge. Terrible business.

I ordered a ring a month ago to be mailed to a PO box, which was allowed, and UPS wouldn't deliver to a PO box and a month later, still waiting. I bought a $600 pair of earrings a week ago, wore them last night for 2 hours, and lost one. Obviously, it had a defective latch, and they will not even replace I can understand If I had them longer and wore them often, but only wearing them 2 hours in a week, they shouldn't have fallen off. I just want the one replaced, but they said I just have to buy new pair.

Was overcharged by $1000 and the product was delayed twice. I had to call multiple times to make a case number just so no one would contact me and close my case without my knowledge. I was still charged the full/extra amount after addressing the issue and the manager that called me after the second delay had poor management skills, she didn’t acknowledge the mistake and said all they could do was just get it to the “normal” price after I got the product even though I had to call about their overcharge and to find out they closed my case because “there was no phone number” and it was delayed a couple times. There was no attempt to truly resolve any issues and I felt more as simply being dismissed from all the mistakes Kay had made that I had addressed.

I recently purchased bracelet from Kay. This was for my wife for Valentine’s Day from their online store. When the product arrived it was the wrong bracelet. I contacted them via chat on their website that night and was told my inquiry would be sent to the e-commerce department and I would hear from them soon. I did not want to wait to be contacted so the next day I called and spoke with a man named Robert over the phone. Told him about my experience and that I wanted to return the bracelet that was incorrect and be shipped the correct bracelet. He was very short with me almost like sticking to the script. Didn’t seem overly concerned.

Ok on December 8th 2023 my husband took me to Kay’s Jewelers to purchase me a white gold chocolate diamond ring… we found the one we wanted, we purchased it and was told it would be back in time for Christmas, well guess what it wasn’t, so I reach out to them to see why it wasn’t back, then I was told it would be back on the 13 th of January cause they said it had to be sent to Le Vian to be sized cause of the warranty on ring…. Well ok I was ok with that, well fast forward to the 13th no ring again, then I was told that Le Vian was sending it back cause they don’t like sizing up rings they like to make them in your size, well back and forth me and my husband reached out to them and was being told different stuff each time…

We purchased an engagement ring (with the additional extended warrantee) in April, 2023. My fiancée wore it from July - Jan 2 when the entire mounting and diamond fell off. Thankfully I found the diamond and brought it right back to the store. After speaking to multiple salespeople that were not overly willing to assist, they informed me that they cannot repair it and that ring has been discontinued so it can't be replaced. After much persistence, all they could do was issue a credit but not for the warrantee. This is not acceptable as the warrantee provided no guarantee or warranty as they said it would when they sold the policy. I do not want to purchase another ring as an engagement ring should not fall apart after 6 months and then be unrepairable. As well as the fact that I purchased the one I liked and now I have to settle for something else. Customer service was not helpful at all.

On January 2, 2024, my husband and I went into the Williamsburg VA store to ring shop, it was our 18-year wedding anniversary! After viewing and trying on several rings we narrowed our selection down to one. It was a pear-shaped diamond white gold ring. I absolutely loved it! So my husband applied for the credit card and was instantly approved! We placed the order and was told it would be several weeks before it would come in, go out to be resized and then ready for pickup.

I ordered an engagement ring and an anniversary band to take with me on vacation instead of wearing my really expensive rings, I received a text message saying they would be in on January twelfth which was great because we were leaving on the 18 of Jan. I called the store to make sure they were in and was told oops. That was a mistake we accidentally said they were ready. So a couple of days went by and I received an email saying they were ready and another text saying they were ready. So I drove 35 minutes across town to go pick them up. Only to find out, "Oops we couldn't fix that in the computer. They're not in yet.." I told them I had contacted their customer service and their customer service assured me they were and again. I was told, "Oops that's a mistake." they don't know if they're in or not. Then why the heck have a customer service line.

I bought a wedding ring set two days ago. I purchased them online at 10 pm. The next morning as soon as they opened I called because I made a mistake with the ring sizes. They told me it was too late to change my order. I know the order hadn't been sent yet for anything due to my purchase and call timeline. They don't care. First and last time shopping here. I will write reviews where I can and tell everyone I can why not to shop at Kay's.

I bought jewelery from them about two months ago. They had to adjust the size of the bracelet. I bought the set mainly for the bracelet. The leftover piece of the bracelet was to be used to make a ring which I paid extra for. I gave them two separate phone numbers and emails to have them contact me when it was ready as I would fly in to pick it up since it’s only my vacation home in Colorado. They called, emailed and texted to assure me that my jewelry was ready to be picked up. When I get there to pick it up, they said they were confused and nothing has been done and not only that but they just realized that the type of bracelet it is can’t even be fixed.

Tiffani made my experience of buying an engagement ring totally painless and stress-free. She was so easy to talk to and very professional and friendly at the same time. I will definitely be back to give her my business on my next purchase from Kay. I wish her nothing but continued success in the future. Thanks again Tiff. YOU ROCK!!!

We purchased from Kay's, but never received the credit card. We requested it twice from customer services and the lady we spoke to was rude. We finally got the card months later. Then my husband tried to make a purchase online and they said the address didn't match the card. So he would have to purchase in the store. How inconvenient is this? We decided to close this account and move to another store that will appreciate our business. I would never tell anyone to shop at the store, please take your hard-earned money and spend it in a store that treats you well.

So I placed an order for earrings to be delivered to my mom and she wanted to be able to sign for them. The option was available, so I had them shipped to a UPS access point. I realized she wouldn’t be able to pick them up from there either, only I would. I called within 30 min and told them to cancel the order and was told the cancellation was submitted. Now, 8 hrs later I get an email saying that the order has shipped and is on its way.

Last Friday, December 1st 2023, I went into the Cambridge Ohio store. I have been a customer of Kay Jewelers over 40 years, all the way back to when they were Rogers Jewelers and my grandmother was purchasing from them. My first piece of jewelry came from them. I have never in my life been so humiliated, embarrassed and offended as I was last Friday. I had dropped off a chain and custom ring, both which have a lifetime extended warranties. The manager, Tiffany, had called me to tell me to come pick up my jewelry and they would not be dealing with me any further. This ring was compensation for a mother's ring I had taken to the store several years ago to have repaired and somehow had inadvertently been destroyed.

I went to Kay's in the Great Lakes Mall in Mentor Ohio. I worked with Vince. He was so nice and such a pleasure to work with. It is hard to find good customer service these days and he was a TEN OUT OF TEN!!!! So helpful, knowledgeable, patient, and kind!!! The BEST!!

On Sept 12th my wife dropped off her wedding ring (under the diamond warranty) to our local Kay Store in Fort Worth TX to replace a small stone that fell out of the ring. The ring is worth over $20K - It is now Nov 29th -- She has been calling and going to the store for over 2 months and they keep telling her another 3 weeks. I called today and they say another 3 or 4 weeks. I want the ring back NOW and they say they can't send it back.

I placed an online order with Customer Care and gave them all my information and including my P.0 Box. I got a text when the items arrived that they couldn't be shipped to a P.0 Box. They should have told me that in the very beginning when placing the order. So then I talked to TWO people from Kay over the phone for a total of an hour and twenty five minutes and still got absolutely NOWHERE with either person about how to get my order to me. I will NEVER order from Kay Jewelers again because it's been a total nightmare and still have no answers.

My engagement ring cost $1,500. The huge diamond on top has fallen out twice now. This should not happen to an expensive ring. Their products are junk. My fiance also bought me an expensive necklace and it also broke. They're not willing to help me out with the price I still owe. I think they should cut me me a break since their jewelry is junk. I'll never go there again.

Kat is at the Desert Ridge Location seasonally and is so helpful. She takes initiative, has a can do attitude and is warm and a great problem solver. I came in with a last minute dilemma, and she delivered!

I Took my engagement and wedding ring of 32 years to be fix I pick them Because they supposed are a respectable company I did no care pay more than another jeweler. I took to then 10/19/23 at 11:00 am yesterday 11/7/23 at 5:11 pm the salesperson call me telling me that the Ups lost my ring I wasn’t able to believe that ring was priceless to me for 32 year is been always in my finger it represents all the love and all that me and my husband been I explain to the salesperson he said that he will informed the manager.

The sales associate could not be bothered to help us. As we were trying to look at necklaces she kept walking away, talking to other associates, and even eating. After we left, I realized she had put my order in someone else’s name. I called to get it corrected and she was rude on the phone, saying it’s because she had to leave for an appointment. Then why did she offer to help us when there were other associates available? When she corrected it, she then put the payment as gift card, even though I had used my credit card. When I tried to return it, she told me I couldn’t get a credit on my credit card because it had been purchased with a gift card, even though it hadn’t been purchased with a gift card. She was extremely unprofessional and rude. It is a disgrace that my order was put in someone else’s name and that she wouldn’t credit my credit card for my return. I will not be returning.

Kay Jewelers credit card charged $2500 in interest once the one year promotion was up. We were charged 29.99 interest rate. We will never buy anything from this company again. They lost a good paying customer. Greed!!!!

It all started in July when I needed to get my wedding and engagement ring to be resized. They had to cut off my ring because my finger was swollen. The initial price was quoted at $229 per ring. Each ring required an additional repair (per their repair team) and the price was now $449 per ring. Totally ridiculous but they are my most precious piece of jewelry. So It took until September to get them back and now they no longer interlocked together. How resizing could change my setting was beyond me? Very upset I contacted the customer care team (which doesn’t seem like a ‘care team’ to me). The girl explained that sometimes when rings are ‘traumatized’ they do not go back the way they were. Traumatized? Still not understanding how resizing can affect the setting. The girl said they would offer me some compensation but their repair shop could not fix them to interlock anymore.

Bought 2 watches. 3 days later saw same watch at Jared's. Online policy says they match Jared online if cheaper the Kay in store. Called Kay and was told I could return watches and repurchase online after I explained already gave watches as gifts. Had my receipt and difference was over $100.00 dollars. My receipt should have been enough to refund difference. Horrible customer service.

I went into Meriden Conn Kay's to pickup earrings I had backing bent and was waiting for my turn. Then I saw a bracelet I liked once I picked up the earrings. I asked the sale woman Muriel if I could see the bracelet and I tried it on but the other one was calling me. So she put that one on me and I fell in love with it. So we went to see if I could get it and l did. I am going to wear the bracelet to a Halloween party I am going to with my costume. I again want to say Thank you Muriel for helping me this bracelet is going to set the night out perfectly. I also want to say Thank you to Ben another Kay's salesman who I brought a watch last year from but he showed my Dad how to set his date. Thank you guys for making this a wonderful experience and day.

I went with my boyfriend to get a engagement ring to Kay Jewelers inside Northridge mall after looking Kay jewelers website, while we were waiting 10 min at the store all 4 employees saw us none of them came to help us or at least to tell us “we will be with you shortly”. This is disrespectful and worst customer service! You guys just lost the customer who came with cash to buy a ring! I will never ever again go that shop or suggest to anyone.

I took a chain I bought for my husband as an anniversary present and the repair was terrible! Not only did they remove an inch from the chain they never called to ask if that was ok. They depreciated the value of the chain and charged $250 to do that. I'm blown away. I escalated my issue because the clerk referred to a $3000 gold chain as being similar to a tin can that cannot be repaired well after we returned to pick up the repaired item and verbalized not being happy with it. They did nothing!! They took our money and said, "that's the best we can do." Do yourself a favor. Go anywhere but Kay Jewelers. They have no interest in making their customers happy. Unhappy Customer

After paying over $700 for a pair of ear rings and buying a lifetime warranty only to have the whole face of the diamond earring to separate from the stem. Upon taking to the store only to find that they won't honor warranty to replace the diamond cause I didn't warranty the stem (which I still maintained) but won't replace the diamond.

Kay Jewelers in Fallen Timbers (Ohio) has the best customer service. Any time we've had an issue they have been wonderful with resolving it right away. We will continue to purchase all our jewelry from them.

3 months ago I went into Kay Jewelers in Wilkes Barre Pa to have my ring inspected & cleaned. A gift from my daughter several years ago. I cannot put into words how wonderful my experience was!! Stevie & Ashley were phenomenal!! Their knowledge, professionalism & willingness to help are exemplary!! They are a asset that cannot be replaced!! I love my rings, earrings & re-set of my Tanzanite engagement ring, with the expertise of these 2 wonderful ladies!! Thank you ladies from the bottom of my heart. I will go nowhere else!!

We visited the Clarksburg location on Saturday, 9/16/23, to make an inquiry. There were two staff present, Jo and Michelle, helping other customers. Neither employee acknowledged our presence to say that they would be right with us. Minutes passed by, and we left. Unfortunately, we've had problems with both employees in the past. They've been rude and shown that they don't care about ** and ** people. We've spoken with a District Leader who seemed to take our complaint lightly. We suggest shoppers steer clear of this location.

I took my watch to Kay jewelers in Orangeburg SC for a battery replacement. The worker took the watch in the back, after a few minutes she came out and said it's not the battery, she said she tried 4 different batteries and it wouldn't work. She said it must be a problem inside the watch and could send to their watch repair shop. I said, "Ok but let me know the cost before fixing it." About two weeks later they said it would cost a little over $260. I said, "No and return the watch to me." A few days later I picked up my watch. I took it to another jeweler for a second opinion, they put a battery in it and it worked. I went back to Kay jewelers, they did'nt understand why I was mad. I said, "You were going to rip me off $260 for a battery." She kept saying she was happy I got a battery for $15. She also said she would never open 4 different battery packages. I wonder if they have done this to other people.

This is the worst company to purchase jewelry from. I attempted to apply for credit and was denied due to too many recent inquiries. I have an 800 credit score and minimal debt and have never been denied for any kind of no interest plans from a retailer in 20 years. The customer service folks just deflected, and passed the buck. They use third party companies to avoid taking ownership over their shady credit practices. On the bright side I saved myself 1400 dollars and will just purchase from another company. I will never purchase from them again, and I do not recommend anyone purchasing from Kay Jewelers. It's sad because my first wedding band and set was purchased through them, and 23 years later when I much better off financially, I can't get approved. The only kiss that begins with Kay will be a kiss goodbye and good ridings.

I walked into Kay Jewelers in Tilton, NH. David assisted me in cleaning my diamond ring and wrap. He looked up my information and asked if yellow gold to properly clean them. He informed me when to get the diamonds checked to keep my warranty. He is pleasant and informative. Thank you for your help, my diamonds and gold shine! Elaine

First I got the wrong size engagement ring. Ordered a 7 but got a 9. The chat help was worthless and less than friendly. So I took it to the store the next day. I was told it would be a free resizing. That was a lie and $298 later my ring was sent out to be resized. Unfortunately, I had to change my proposal plans because they couldn't rush their screw up and my plane left 2 days before it was ready for pick up. But upon inspection of ring, they are real diamonds and gold. So I guess that's only positive.

Eight month after purchasing, the ring just broke like some glamorous costume jewelry. The salesperson had the nerve to ask if my fiancee wanted to replace with a larger band since all gold and silver does this; it would be better. If the smaller band broke same gold why would a larger band be any different?! Trying to increase sales, after all the ring was around 4K... Girl bye, make your commission on someone else!!!

I have been going to Kay Jewelers on 34th street for a while now. One of the main reasons is because of the sale agent Christianna. Since day one from entering this shop, Christianna has made each experience of shopping with Kay Jewelers a pleasurable one. I can literally text her and tell her what it is I'm shopping for and before I enter the shop I already know beyond a shadow of a doubt what it is I'm purchasing and everything about the product. My latest experience working with Kay Jewelers/Christianna only solidified why I'm not shopping anywhere else. My wife's bracelet popped and I informed Christianna and she told me to bring it into the shop and with no questions asked she had the bracelet repaired free of charge. This is top tier customer service, Kay Jewelers should be really proud to have such a representative working for their organization. Very professional and courteous...

My wife had a warranty claim on a ring. They only covered the diamond and not the labor to fix the ring. They wanted to charge 400.00 for labor. She went to a jewelry repair shop and they did the same repair for 45.00 including the diamond.

My first visit was unpleasant, except for Audra. I honestly decided to go elsewhere when I left, but Audra took it upon herself to find a ring that I love and reached out to me. If it wasn’t for her, I wouldn’t have come back. We got my engagement ring and both wedding bands. Thanks Audra.

Me and my lady went to Kay Jewelers to try on rings. Mrs. Jennifer ** was very helpful and patient with us. Mrs. ** did great with customer service. I highly recommend you to let Mrs. ** give you service when you go to Kay Jewelers.

I’m trying to buy a promise ring for my girlfriend, and the website keeps updating my address to a random person’s house! I update it when it asks, but it keeps going back to the same address. I’m giving you my money but you won’t take it like? Fix your page.

I had the worst experience at Kay Jewelers today and will never return! Five weeks ago, during a medical emergency, my wedding rings had to be cut off my finger by medical personnel. I went to the Kay store in Columbiana Mall (Columbia SC) today to use my lifetime protection plan for the repair. I was immediately told by a male clerk that the protection plan was null and void because the rings were cut off. What was I supposed to do? Lose my finger or hand? What good is a protection plan when a customer is in a medical situation?

My husband bought me a Cuban link chain & bracelet to later find out that my jewelry wasn’t even real gold and I called the store to demand a refund and she refused to refund me or talk about the situation!!!

We just wanted to say Maria the Assistant Manager at Millcreek Mall was amazing! My wedding band was broken due to some yard work so my husband wanted it fixed. We stopped in this Kay’s since we were having dinner in Erie and just looking. So I thought. Maria greeted us with a welcome to Kay’s and smile. As we looked around she asked questions about how she could help us. She showed me some of the rings that I looked at! Well with her doing so my husband upgraded my wedding set! She was so happy for me and worked so hard to make sure I got the ring and enhancer I wanted. She told us how she loved that we were high school sweetheart and wanted to get to know us and our story. It felt like we were talking with a friend not just a sale! She was overall amazing and made his surprise perfect! Thank you Maria

Ordered a wedding band. Took several tries for the guy to get the order entered and e left with a receipt! The order canceled for incorrect info and the only notification we got was an email in our spam folder. I called and went thru 2 agents in over an hour and was on hold for another agent when I hung up and decided to find another jeweler. Not impressed.

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).

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!

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.

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.

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!!!

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.

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.

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!

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 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 am only giving one star since you have to give a star to do the review. This is the WORST business to deal with. I ordered a necklace for my aunt for Christmas. She lives out of state so I ordered online in her name and shipped it to her. Immediately after ordering, I realized my phone auto-corrected the address to her address but my state and zip.

I placed an order on December 23 and decided the same day I did not want to make the purchase. I contacted a representative, Katley M, and stated I wanted to cancel. They say I had 60 minutes and denied cancelation. Then, on the January 3rd they charged me for the Engagement ring and said it was going to be shipped almost 2 weeks later. This is the worst company to order Jewelry through.

I customized a wedding band for my fiancé and it was a mess. There was so much back and forth with the manufacture with sizing and when the ring was returned, it was dented and scraped horribly. It looked like they played soccer with the ring. After sending it back for the 5th time, my fiancé wore the ring for 24hrs and the black rhodium literally whipped off the ring. Horrible material and so over priced. They tried to say since it was a custom ring I could not get my money back after spending thousands of dollars. That was not going to fly. I called their customer service to file a claim, a manager never gave me a call back after numerous attempts. I contacted my bank for a dispute and Kay finally refunded me my money. I ordered another ring from an online company for a fraction of the price and that was the best decision I could have made. IF YOU WANT QUALITY JEWELRY DO NOT SHOP AT KAY JEWELERS.

I purchased a ring online on November 13th and had it shipped to my local Kay’s store. As of today 12/27/22, I’ve never received the ring. It obviously got lost or stolen in shipping. I was given a case number of Dec. 5th and told it would take 10 to 14 days to complete the investigation. As of today, customer consultants keep telling me the case is still pending. They won’t refund me for a purchase that I never received. I have purchased thousands of dollars worth of Kay’s jewelry in the past and have never experienced anything like this. There was a time when you could contact consumer relations directly and they immediately solved your issue. Now, you can only contact customer service reps who can’t really help or solve the issue. After I seek legal advice for this issue, I will be tearing up my credit card. Kay’s has lost a valuable customer.

Ordered online a necklace and didn't receive it. Called customer service 12/9/22. They gave me a case # and said escalation team will take of notifying me and no contact has been made. I have attempted 10 times and different numbers and get no further than the first time. I have been scammed by Kay they have my money but I have no product. Someone at the top like Gina Drosos needs to take care of customers like me.

Never buy jewelry from Kay's, especially if you are thinking of investing in an engagement ring, because they will rip you off. My fiance gave me his mother's ring, purchased in 1999. The stone cracked in 2022 because it was heavily included (meaning a poor quality stone). Kay's replaced the 1 carat diamond (SI2 rating) with a 0.85 carat. We called them out in the store and had to make a scene before the manager agreed to do anything. She replaced the diamond with a 1.03 carat of worse quality, I2 rating.

STAY AWAY!!! They do NOT stand behind their products at all. Bought my wife a ring. She wore it 4-5 times and the diamond fell out. We have been dealing with this for months promising phone calls back to us and speaking to multiple people. The verdict was we could send it in to get a free estimate to repair and replace the diamond. Before this we were told the new diamond would be free but the repair would be about $500. That is more than the ring. Why would we do that? They NEVER offered us any other solution. Not a trade in, a discount for an upgrade, NOTHING! So I said then just get me the free diamond and I will take elsewhere for them to repair the ring cause $500 is ridiculous. They said they can't do that unless it gets repaired by them. Lol. What a bunch of scam artists.

I ordered a ring 2 weeks ago. They have done nothing with the order since...except refuse to update it (size), cancel it, or provide shipping information!! They refuse to provide any concrete information at all....just loop their clients through endless bots.