Kay Jewelers Reviews

A week after getting engaged to my high school sweetheart I excitedly went to Kay Jewelers on Westminster Drive in Carlisle PA (now out of business). It was 1/16/2019. I don’t remember much about the experience except that I remember the salesperson’s name was Bree and it felt like everything that we asked her was an inconvenience and it felt like she really didn’t want us there. Despite the poor service we were excited and ended up buying my wife’s wedding wrap band and my wedding band as well. At the store I was sized for a 9 which felt big but she assured me that it would be the right fit to prevent it from getting stuck. So I believed her because she’s the professional right?

On December 4th, I saw an item online and wanted to buy it, texted online with a Kimberly from Kay Jewelers. It was beautiful and she highly recommended the item. I bought it online, and On December 5th, I saw an email later in the day saying they did not have the item. I decided to go back online on December 6th, and ask about the item again to Kimberly, she obviously didn't remember me, but that wasn't a big deal she probably talks to a lot of people. I asked if they had it in stock, she said yes, I sent her a copy of my email and said, "Well this email says otherwise." She said she didn't understand, it shows they have it. I asked who I can talk to, to find out if this is something they actually have. She talked to her lead, and her lead said they had it. I said, "Ok," and proceeded to do everything again.

Attempted to purchase a specific ring my wife had her heart set on for Christmas. Found ring easily on site. Checking out was a different story. Now, I have to say, this was 5 am on Black Friday. Perhaps there was so much site traffic that the servers were unable to keep up, however, I was redirected to my shopping cart (bag in Key Jeweler lingo) at least five times during various stages of trying to pay for this ring. Im guessing I spent 30-40 minutes trying to give Kay my money. Frustrating.

Straight up lied about the resizing policy on engagement rings. I bought the ring for my fiance and they never asked for the size. They gave me the default size and was told that we could just come back for FREE resizing. Sure enough we needed to resize the ring. Came back to them after proposing and was told that I need to pay a fee. I don’t mind paying the fee but they lied and gave false promises.

I buy 90 percent of my jewelry from our local Kay Jewelers and I have so much shock to see the negative reviews on this site. Our local store is absolutely awesome, they know me, they know what I like, they are very helpful, be it anything from repair to sizing to looking for presents for people, they are always so helpful and that if they don't have it in store, they will order it for me. Doesn't matter how much time I spend looking, they are always very patient and very helpful each and every single employee is wonderful!!! I have been shopping there for years and will continue to do so!!! Thank you, Kay Jewelers for always being there for everything I need!!

I brought my wedding and engagement ring in for repair because the rings' center stone was loose. The store sent it to be repaired. I got a call 2 weeks later saying it was lost and they would try and replace it. I am devastated.

Entrusted them to replace lost diamond in wedding ring. After 1 week they had ring back. When returned home, the diamond fell out within 10 minutes. I returned immediately to store to complain. They took ring back to redo. It has now been 2 weeks. They keep putting me off when I call to ask where ring is. Their excuse is they are busy or haven't heard back from jeweler. They promise a day it is to be back and then I call and it is not back. Wondering if they lost the ring now. They just keep saying they are doing the best they can and do not acknowledge that they screwed up to start with by faulty setting of diamond.

I trusted Kay Jewelers with my late mother's ring. This ring meant a lot to my mom and when it was passed to me after her death. This ring started with all CZ's when my mom got it. Over the years she replaced each stone with beautiful diamonds. She has one large stone in the center which she did not get to replace before she passed. In my mother's memory I bought a diamond from Kay's to finish the ring. The ring came out beautiful! I was so happy I actually cried when I picked the ring up from Kay's. I decided to take the ring to have it appraised and get the proper paperwork for it now that it was finally everything my mom would have wanted. To my surprise, the jewelers I took it to all said the diamond which Kay's put in it, wasn't worth a dime. Apparently it had a huge dark spot in the center.

We purchased a diamond necklace and earrings as a graduation gift for our daughter. This was our first time shopping at Kay's (and will be the last after our experience with them). Our daughter did not care for the necklace/earrings, so we attempted to return them for a store credit. We missed the 90-day exchange policy by three days. They refused to give us a store credit. Poor, poor customer service. It would have cost them absolutely nothing to I recommend shopping at Costco or Sam's Club who have a generous return policy, higher quality and better prices.

Be careful going in. I went in today to get my ring cleaned and get a sizer. The lady short, short brown hair comes back and tells me that I have 3 loose stones in my center one which was just done 6 months ago. She then told me to tighten them and clean it would be $250!!! I said no and walked out. Went to another jeweler in the mall. They said no loose stones. Took it to the jeweler that fixed my center stone and they said not one was loose and if it was they charge $35. Yea so I paid my jeweler to resize it, clean it and polish for $45 all together. Such scammers.

I applied for financing since I was working on building my credit. The amount of times they gave me misinformation on the charges is amazing. No one knows how the programs work. No one can waive charges even after they LIED to you and told you they would be waived. The store sales person misinformed me as well as the credit card company. I work in finance so it’s not like I misunderstood. My questions were clear. I even told them to listen to the recorded conversations since they are being recorded. I was told by a manager that it did not matter what I was told. That they would just “handle it internally”. I am absolutely livid. And due to this misinformation I ended up having to pay a lot of interest. Unbelievable. Go to another store unless you are planning on paying cash.

So we ordered at $15,000 engagement ring through Kay Jewelers. Once we received the ring it was the wrong size. We ordered a size 5 and they sent a size 7. Not even close to the same size. One would think when you spend this kind of money there would be some quality control. So we call their customer service to get the correct size and we get the run around and refusal to get us a supervisor on the phone. They are telling us we need to now go into a store and return that one and make a new purchase. Absolutely not!!! They made the mistake. They can send a new ring and we send the incorrect one back. At this point we are returning the ring and will find a better place to spend $15,000!!!!

I purchased an engagement ring and wedding ring from Kay. I found out my now ex cheated on me and left me for the guy after saying yes to me. I was hospitalized for being suicidal and can’t return it.

We bought an engagement and an enhancer. We were told the two rings could not be sent out together to be sized. When I went to go pick up my engagement ring and drop off the enhancer to be sized, a staff member told me that they could have been sent out together. I was told the enhancer would be back June 15th and it is not. So now I have to wait 4 weeks + and make 2 trips to get my rings. We will not be making any other purchases from Kay Jeweler.

I've bought a necklace and it burst. I didn't purchase the protection plan so I paid out of pocket. Within a week the chain burst again so I threw it in the garbage where it belong. Next was a pair of hoop earring, they're charging me half the cost to repair, I left it to be repaired but after the chain burst again I decided I wasn't about to keep repairing, so I authorize them to throw it away, that's $500 lost. You're better off buying cosmetic jewelry than shopping at Kay's, at least you know what you're paying for.

I purchased a very expensive 9 diamond engagement ring for my wife. I did an upgrade and purchased the warranty. She took it in several times for cleaning and inspection. The large centerpiece diamond fell out. Instead of honoring their warranty, they came up with all types of reasons that the warranty should not be honored. You did not bring it in for inspection, (lie) you did not bring it in every 6 months, (no one told us that). I've spent a lot of money with them for my wife and daughter. I will NEVER spend another dime with them. Every kiss with Kay is a kiss of DEATH!. To your wallet. I will get my wife's diamond replaced elsewhere.

Purchased a ring enhancer as a wedding band! Months later, when I finally got married and put on the enhancer with my engagement ring, it did not fit properly causing my finger to swell! Called customer service to try to rectify the problem! Was advised the manager at the location I purchased the ring from would not return the ring, but only offer a trade in, after explaining that when I took the ring to another jewelry, I was advised the enhancer didn't and wouldn't fit properly with my engagement ring, hence that's why my hand was swelling. I'm now stuck with a ring, that I can't wear!

I've only had my ring one week and it has already tarnished. I only paid $32 for it but didn't expect for it to our a torrent after 1 week. Will never purchased anything else from Kay Jewelers. I'd rather go to the beauty supply house instead of purchasing from you Kay Jewelers.

Had my engagement ring for just about a year. Took it in for a cleaning and the employee discovered that there were 9 stones loose. They did not give me the option to take it somewhere else for service. They sent it in on March 11th and promised it would be back within a week. Got notice that the ring had returned to the store and I called to see if I could come get it. The employee on the phone said that they never received it.

Payments are due on the first of each month, I make payments beforehand, more than required, payments are not posted on time, was told it is my fault. I go into the sometimes a week, or two before the 1st, they consider my payments late, and being charge interest on a 6 month deferred plan, still have 3 months to go. The extra money that I pay is not being put towards this plan, will pay balance, close the account.

We bought our ring from the Novi store and the customer service we have received from the staff has been horrible. They have not gotten us our certification for our ring and it has been 11 months since the purchase. Every time we call and ask they have no news on where it's at and can't find it. We have had multiple stones fall out of the ring and have had to send it in 3 times now for stones falling out. Just this last time a stone fell out so we sent it in and they sent it back with a crack in the main diamond so now we have to send it in again and it's going to be 1 to 2 months before we get it back.

I had great experience at Knightdale Kay Jewelry. Very helpful. Can’t say enough about the girls in there. Totally awesome. Got great deal on new diamond for my wife. I can’t be any happier with them. If you're in need of any jewelry this is the place to go. God bless.

DON'T BUY FROM KAY! The 10K white gold metal band broke in half and I’ve only had it for 3 months. They said they can repair it since I had a lifetime warranty but they’ve already messed it up once. They refuse to give me my money back so I am seeking legal action. I will be going to Woodards from now on because I owe $3k on this POS. We were scammed into buying this being told this is “amazing quality” when I could’ve got the same quality from a Cracker Jack box. I will be leaving reviews on any website that has Kay's name on it. So thanks Kay Jewelers for screwing me and my husband over and not making this right.

I would normally give this store a great review (the one in Ocean County Mall) but today, I was absolutely insulted. I got an email from Kay Jewelers stating "It's time for your ring check-up, make an appointment." I realized oh, I finally have a day off and I have nothing to do! Let me get my ring looked at and cleaned. And then look at wedding bands, since our wedding is in 5 months. My fiancé was on his way to meet me there. I booked an appointment for weddings/anniversary also added in comments "cleaning." The woman in this location today was absolutely horrific with her poor attitude. She didn't even give me a chance to finish my sentence when I started by saying "I have an appointment for my ring checkup and... "

Either the website is being hacked and payment info are getting stolen. Or the website itself is a fake. Trying to use the sent discount card but nothing happens. I was trying to order 2 items, entered my payment info, but it is not getting through. The website shuts down when I submit confirmation.

I recently purchased a heart-shaped pendant with my children's names engraved into it for my wife for Christmas. When it arrived I was astounded that they forgot to engrave it. (so I thought) I looked at it through a 50x magnifying glass and it was actually engraved. I called them and was told that that's how it is (not returnable). Even though the lady on the phone told me that it should be like the picture in my email, which it wasn't. What's the point in getting an engraving if it can't be seen at all. I thought this company was better than this. Lesson learned.

Asked for a final price on 2 items. Sales lady came back with a very inflated price. Turns out she fully expected me to purchase an extended warranty with these items. Wasn't even asked if I wanted them. I was made to feel as if I deeply disappointed her and that I was just a cheap and complete idiot for not wanting her add on. I purchased a ring without the so called warranty and just wanted out of there. Seems like jewelry is an afterthought at Kay's and I will never be returning to them.

Took my rings in for cleaning and they lost both my wedding rings. Terrible company. Never buy from Kay's..... Do your research and you will find I am not the only one that has had issues from this dishonest company. They would not even give me a tracking number to ask UPS. Shady if you ask me.

Kay Jewelers, in Paris, Texas, sold me a very expensive diamond engagement ring. The expensive diamond ring actually has the lowest quality diamonds to be found - I3. They will not take it back, even at a discount. I am very, very disappointed in the quality of their product. I guess one could say it is my fault for not researching diamond quality and for not asking them what the quality of this diamond ring was....it was pretty...but very low quality.

Ordered a Garmin watch that was on clearance online. Once it arrived, I noticed that the seal on the box was broken. So I opened the box and it was obvious that the watch wasn't new. The protective seal on the screen was missing and the watch had just been thrown in the box without even trying to put it back correctly. To top that off, the charger cable was missing as well.

My mom purchased jewelry for her girls and it has all tarnished. The jewelry is not sterling silver. My earrings can not be replaced. None of these things that were purchased can be replaced. Please do not buy anything from company.

Purchased a necklace online as a gift. Received email stating it was shipped and would be expected the next day. Item did not arrive on date it was expected. Following day checked tracking to see it was delivered on the same day the email was sent out. Contacted Kay to inform them. Asked for my item to be resent as it was a gift. Was told they could not do it and that it would have to be escalated and could take 30 days. Asked the woman why it could not be resent. The email I received on Wednesday states it would be delivered the following day however on Friday when tracking was checked, it states it was delivered on Wednesday, the day the email was sent about it being shipped (makes no sense). Alzadra L the woman who I spoke with via chat basically left the chat after I said that. This is the word customer service I have ever received and would not order from them EVER AGAIN.

The charm was not stamped Sterling Silver and after about 4 months (I had only worn it twice on my hoop earring) it started to tarnish. They have a return policy of 30 days. I put it in a capful of TarnX and nothing happened. It stayed tarnished. I tried polishing it with silver polish, nothing happened. I called customer service, they told me to take it to my local Kay’s. I took it there and was told that I shouldn’t have put it in TarnX. They would not replace it or give me my $25 back. It clearly, was not Sterling Silver. Won’t shop there again. Buyer beware!

Kay Jewelers cheap materials/bad service! Don't buy any engagement ring or wedding bands from them. Cheap materials that come from overseas! I just wanna inform others of the very bad quality and experience I had with them! My fiance originally had purchased a 1 ct diamond engagement ring through Kay Jewelers. We wanted to do a custom to make it special for me. It started off with the original 1ct diamond to be taken out of the band and put with 2 half CT diamond earrings to be put along the side of a new band with .25 CT on side of band as well. Mike located with the Kay Jewelers of Strongsville in Ohio was the store manager at that time, and helped make this custom for us.

I purchased my ring in 2014 as an upgrade. I have the diamond bond which amounts to nothing if they lose your jewelry or claim it to be lost in transit as I was told mine was. Two months later still no resolution and still no ring. I was told two dates the ring would arrive the last fib was they tried to deliver but it was sent back to the jeweler and they can’t reach them for an update. I spent several thousand dollars on a ring which only matter to me. I wish I had read up on them more before buying here. If I get my ring back I will take it to an independent jeweler for appraisal as I no longer trust anything they say. I will NEVER shop here again. Do your research before you shop here!! You are not valued as a customer with Kay’s!!

Karla is THE ABSOLUTE WORST EMPLOYEE I HAVE EVER ENCOUNTERED. She lacks professionalism and she needs training in customer service. I placed an online order and paid extra for Roadie to deliver my order on the same day. 3 days later I still did not receive my order. When I called customer service they informed me that the Woodmore location never fulfilled the order. Customer service tried calling the store and no one picked up so I was forced to drive up to that location and all Karla could offer is that I buy a whole new bracelet because she could not do anything since the order was locked in the system. She didn’t offer to call customer service, she didn’t show any sympathy. She sat on her phone and continued to do nothing.

My husband had to cut off my 4 rings because of weight gain and bloating due to covid - well he took them to Kay Jewelers in Clovis Ca to have them repaired - they wanted $2500 to fix my 4 rings - all I wanted was for them to be put back together but was told that they would have to cut the rings and rebuild them up back up - that is not true - my daughter told me not to have Kay do it because they will take your diamonds and replace them with CZ - I will never shop Kay again.

I do not recommend this jewelry, I bought a ring with 3 stones and it broke in 2 months. They didn't want to repair it unless I pay to, be repair and put new stones. But honestly is very bad material. So, please think about it and look for another place to buy your jewelry.

During the first week of June 2021 I ordered a beautiful toe ring for vacation. At the end of June I didn't receive it so I called Kay Jewelers' customer service. The young woman I spoke to was very rude and dismissive. "Ma'am your order was returned. You just have to wait for your refund." I asked why it was return. She said she doesn't know and could no longer help me. I called back a few days later and the agent explained that they received the return and she wasn't quite sure why since there was no notes. The 3rd week of July I still haven't received my refund and I called again. This agent was very apologetic and explained that he sees it's been processed and that somehow it was shipped to the wrong address. It's the first of August. Almost two months no merchandise and no refund. Very disappointed with their process and the push around I am getting from Kay Jewelers.

I went to Kay's looking to buy a Neil Lane wedding ring for my husband. Due to his ring size being too big they told me they would not be able to get me the ring I wanted in time for my wedding which is six weeks away. I expressed how frustrated I was because I was not going to be able to get the ring I have always wanted for him because of the time frame and I really didn't want to buy just any old ring. I was in no way, shape or form upset with the associate because I understood it was not her fault but she immediately reacted by saying: "It's not my fault so I don't know why you're upset with me". I explained that I wasn't upset with her and she insisted that I seemed upset so I thanked her for her time and walked away.

Wow I can’t believe the rumors are true! I recently bought 2 “gold chains” from this place in Lakewood mall in California. Kay’s jeweler sold me the chains as being full 14k. I paid 2 thousand dollars for both chains. I went and got them tested today and appraised and they both came back as all metal no gold at all!! They need to be sued for these illegal practices! Do not buy jewelry from this place ever! SCAM ARTIST AT KAY

I purchased a beautiful diamond wedding ring in December 2020. Of course full payment at purchase. The ring was sent in for sizing, took until the middle of January to get it back. I had the ring in my possession from mid-January through May. In May I noticed a diamond was popped up out of the setting. Took the ring back in and with terrible customer service the ring had to be sent away AGAIN. I expected the ring back in June, nope, didn't come back until the 3rd week of July. Went to pick up the ring, popped it under the microscope and again an issue! The 4 square diamonds on top were not aligned!! AGAIN the ring had to be sent away. Kay's has had my money and my ring longer than I have. When this ring comes back again it will be appraised to make sure diamonds weren't exchanged for CZ's. This shouldn't happen!

Five years ago my husband bought me a pair of 14 carat gold white sapphire earrings for Christmas. I wore them until the posts recently broke away from the earring. I took them to my trusted jeweler to be repaired. As he started to solder the post, he noticed that the "stones" were changing shape. Upon closer examination, the jeweler realized that the "stones" were plastic. He could not tell whether the earrings were 14 carat gold. These earrings were sold as 14 carat gold white sapphire earrings with a corresponding price. When I checked the Kay website for these earrings, they no longer carry the gold version but do carry a sterling sliver version for about the same price we paid five years ago.

I got proposed to in March of 2021. I was elated! My ring is gorgeous and my soon to be husband is incredible. KAY JEWELERS HAS DONE EVERYTHING TO TRY TO RUIN THIS EXPERIENCE FOR US. They were unable to adhere to the original completion date of the ring and my Fiancé had to change his entire plan for the proposal.

I don't wear much jewelry and had never been to Kay. For our 30th anniversary, my husband bought me a ring from Kay. It took 3 weeks to size. We received the ring back and I wore it for 4 weeks before one of the diamonds fell out. Fortunately we bought the warranty and it was fixed after 3 weeks of waiting for it to come in. Within 24 hours, another diamond fell out. Kay sent the ring out again, and after 3 weeks Kay called me to explain that the ring was defective and they would need to have it remade. After 6 weeks, they called me again and said the vendor couldn't remake the ring and they would do it in house--it would take another 10 weeks.

I made my third purchase with Kay’s, a Love to be Loved 10k citrine yellow gold ring. I received free express shipping. Ordered Monday and would receive by Friday of that week via UPS. Checked tracking Friday and order showed waiting to be picked up by UPS. Called and was given same info on tracking site. Long story short. Was charged within a few days to my Kay’s charge card. Called several times regarding order, unable to cancel due to shipping status. A ticket was created upon 2nd call. Never received follow-up call or any real info on what was being done to rectify.

I was shopping for a special gift for my wife's 75th birthday. After being married for 48 yrs I know what she likes. I found such a piece on the KAY Jewelers website, I thought. The picture was misleading to say the least. Once the engraving is chosen you can see what you are buying and it looked great. Piece arrived today and EVEN WITH a magnifying glass I cannot see what the engraving really looks like. ONE CANNOT ZOOM IN in real life as you can on a computer aided screen. Long story short: I was duped by a great looking piece of jewelry WITH THREE WORDS ENGRAVED which are barely visible even with a magnifying glass. Moral of the story is I will never purchase anything online again. I will go to a brick and mortar store, NOT Kay! By the way.... this was a $300.00+ purchase!

On 3/20/2021 got an estimate for repair $31.02 to set melee stone. Got call end of March repair $514.68 more. Picked up 4/17/21. Same stone came out in May. Dropped off again for repair under warranty 6/14/21. Said no charge. Got voicemail 6/23/21 saying due $44. Called and told something wrong in system; they have to call me back.

Do not trust this company with your money! I placed an order with a promise date of 5/28/21 and have been chatting with customer service 1 week before shipping to make sure there would be no delays. I paid for express shipping. It was my child's high school graduation ring. I specifically ordered from Kay's and paid twice the price so it would be here by Graduation Day. They are unable to contact the jeweler for me to find out what is causing the delay. They cannot refund my money without an ok from the jeweler. Kay has no incentive to find anything out because they are paid for something someone else is responsible for making. I WILL NEVER DO BUSINESS WITH KAY'S AGAIN. I called and spoke to a live agent who gave me some line about known overseas shipping delays. Again they refuse to behave like good faith humans.

I bought a custom engagement ring at Kay Jewelers in BG. It had some solder marks and tool marks when I picked it up. I asked the manager at Kay to fix them. It's brand new. Why does it have marks on it? So they sent it out and it came back with the same marks. This went on another 6 times with it being sent out and coming back each time taking a month or longer. That last time I got it back they had polished the band down to 1/4 of what it started at. It still had the marks on it and they stated the ring is now junk and should not be worn as it will break and is no longer able to be paired with a wedding band or fixed ....this is my engagement ring. What do you mean you destroyed it? Shouldn't you replace the band you ruined ..

On 5/26/2021 I bought a E Gift Card from Kay Jewelers for my wife's 19th anniversary and the money was taken off the credit card used and she never received it. I called there customer service this morning on 5/27/2021 and was put on hold for 19 minutes before hanging up and calling back. When I called back, I asked to speak to a supervisor and was told one would call me right back. Now 2 hours later still no return call. Now I didn't have a anniversary gift for my wife and Kay Jewelers has the money I spent on the E Gift Card and no answers from them.

My husband and I purchased new rings for our 20th wedding anniversary. The ring he wanted could not be sized so the sales Rep told him to purchase the ring and bring it back once we are done with our vow renewal. 2 weeks later we go back and another sales person told him that the same ring is now on sale, to purchase that one and we will be getting a refund for the other one. Well that was on May 1 2021. I am currently on the phone with customer service for the 5th time giving me the run around about our refund. I should’ve looked at these reviews before I even became a customer. These people are horrible from the store to customer service.

I order two jewelry pieces as a gift for my boyfriend, I wanted the pickup option to get it faster. I chose a store that was in stock, and everything went through fine. Hours later I received an email stating that one of my items was canceled. I looked at the tracker and it didn't say it was canceled, so I waited for my other item. Two days later I received another email saying my other items were canceled on the same day, with no information on when I was going to receive a refund. I called to see about my refund and had to wait hours. I wished I had seen the reviews before making this purchased. Never again.

I just purchased 2 Bulova men's watches, more than 500.00 value. This happening in a lapse of 2 weeks. The first one arrive with a dead battery, take to local Kay store. They opened and decide that the battery is dead and need to be replaced, but they don't have it and need to be ordered. I returned. Then I order a 2nd one same style and arrive in the same condition. I will returned to them. Very poor customer services. They can't check the working condition before shipping? Also I'm fighting to get my shipping charges credit to my account ($21.35). This is not my fault.

I placed an order online needing it for my anniversary. Thinking I had a couple of days it shouldn't take to long. Nothing gives me an idea of how long it will take. I check the status of my order the next day and find out it will take more than a week to get it. I say, "Ok I will just cancel it and go into my local store and pick something up." Nope they have a 1 HOUR cancelation policy!! Are you kidding me? 1 HOUR!! They also charged me twice and say, "Oh sorry. When we ship it one of the charges will fall off but until then sorry about your luck." I ask for a supervisor to talk to. They tell me someone will call me within the next 72 hours. Really 3 days!! Oh and let's not forget. I asked for a corporate number to call and they give me a number to some law office that had absolutely nothing to do with Kay Jewelers. Never again will they see a dime from me.

On February 2, 2021, my husband purchased a ring holder to encase all my rings in. We were told they had to ship the ring holder off to get it widened and that it would return in 2 weeks. 2 weeks later, we get a call, that they need my wedding rings to see if they would fit into the ring holder and that it would take a week to return. We asked for a tracker on my rings as they are 40 years old, on our visit February 2nd. When we returned 2 weeks later, the supervisor said "it should be ready in 3 days, as I will personally go pick up the whole set of rings." In searching the internet, the rings never left Arkansas, they only went 20 minutes away, so what is the point in the tracker. To make a long story short, the ring holder is too wide as all my rings keep moving and turning, so I had to take them to another jeweler to get the job done right.

I received an email about a ring I purchased for my daughter that has a lifetime warranty on it. It stated service costs was $161.97. I called the store to inquire why when the ring a lifetime warranty. First I was put on hold for over 10 minutes which was ok. I understand. Perhaps it’s a busy time. However, upon answering the phone when I asked the salesperson to check and make sure it had the warranty she sounded aggravated. Upon finding out the ring indeed was covered for free I thanked her. She simply hung the phone up. No you’re welcome or thank you shopping at Kays. A customer should feel valued. My husband have been doing business here for years. Since the new manager took over about a year ago the store and atmosphere in this location isn’t the same.

RUN... Do not use this company unless you can walk out with the product in your hand. I bought a ring for Mother's Day 2020 on May 8, 2020. Today is February 26, 2021 and I still have not refund or a ring that never came. I have had multiple phone calls and emails with Kay Jewelers, even today. They informed me that they can not help/refund me as this is 60 days past the date ordered, and I need to contact UPS since they were responsible for delivering it. Mind you on September 2020 a claim was filed from UPS. At this point it looks like Kay will be keeping my $300 and an additional $300 for the claim that UPS filed. If this is not FRAUD I don't know what is. At this time I have currently filed a complaint with the BBB and the Federal Trade Commission.

NEVER AGAIN. I ordered a men's ring in Oct for Christmas. I sent it back because it didn't fit. Kay sent it back to me and said it was over 90 days and did not return my money. That is complete BS. I sent it back you on 12/27/20 just after it was received. I WILL NEVER PURCHASE ANOTHER THING FROM KAY'S.

I went to Tysons Corner, VA location. The reason of all the problems was Reza **, an assistant manager! I left 2 items for repair and did it through my husband's account. Assistant Manager took the order and verified the phone number. Weeks passed and I haven't gotten any calls from them, decided to follow up. Once called the person spoke in a very unprofessional and unfriendly manner. He stated that they will call and there is the date on the receipt which states the date by when it should be ready. He made me feel stupid for calling, nevertheless I apologized and didn't see the date.

Do not buy white gold jewelry at Kay as you pay for white gold and soon it will turn yellow. They do not explain this to customers at the time of purchase. Their strategy to not return the money and make people keep unwanted and damaged jewelry. My boyfriend just bought me an engagement ring and it turned yellow and they don't want to return the money. People never buy your jewelry from this people again.

We have spent a lot of money at Kay's over the years So I would think that we are a loyal customer. My husband bought me a set of gold earrings for Christmas. I put the small ones in and lost it, luckily it was in the house. I put it on again and I lost it again So apparently there was something wrong with the earring. I called to see what could be done about it and they said NOTHING. Dont buy from this company. Find a local company that will take care of their loyal customers.

Bad customer service, I bought a ring and they said they do resizing. They had to send it out and said it would be two weeks. I called on the date they said it would be ready and the lady gave me attitude and said the date was approximate. I've had rings resized before and it literally took 5 minutes in store. This is going on a month now. I just want a refund so I can spend my money with a local jeweler instead of these fraudsters. It's now a week past the date they said they would have the ring ready and I'm pissed.

I went into the Orange City Kay store and saw the 2 available people were helping others so I walked around looming at cases. NOBODY acknowledged me upon entering. Another woman came in several minutes after me and was immediately acknowledged that some would be with her shortly. A man joined her shortly thereafter. Apparently they were together. Shortly after that a woman appeared from the back and started helping the couple who entered AFTER I did.

Went to store to purchase a ring. I saw one I liked and sent a pic. To my husband and that picture had two sales sign in case. When the sales associate got to me, poor thing... She quickly took out signs, but I saw her do this and she said sale ended yesterday! I was like I came for this ring at this price and told her I just took a picture to send to my husband, which had the sales price in it. She was so apologetic and I was still upset and asked for a manager but no one was in at time, these girls were very busy and efficient. I’m thinking where was the managers and why don’t they check their store cases for forgotten signs. I feel like the price should have been honored, duh, the sign was up and I had a picture of it. This young Hispanic sweetie helped me and I did buy a ring from her. She’s been there a long time, I’ve bought from her before and she is very helpful. I think she should be the manager, she’s always working and kind and helpful.

I ordered a 30" necklace but got one with a 24" chain. Wasn't told about a substitution. Now when I search I no longer find this necklace on Kay.com. I suspect that they only had the one and sent it to me figuring that I wouldn't notice. I will never buy anything else from Kay, we shouldn't tolerate such deceptive business practices. I would give 0 stars if were available. I think they are vastly overrated. John **, I want Kay to know that I am unhappy.

As a disabled person, I expect to be treated like anyone else. I cannot wear a mask and am protected by the Ada. A fat blind lady kicked me and my three year old son out of the store. She was very rude. The chain already has a bad rep due to an incident with an armed officer in uniform. This isn't helping.

I ordered a bracelet for my wife for Christmas, on December 6th online. It said under my account that is shipped. The package was never received by UPS. I have called customer service 7 times. Asked to speak to a supervisor and was assured I would receive a callback. Never received a callback. Was also told they opened some sort of ticket to look into my issue. Nothing appears to be happening. Basically, I can't cancel my order because it shows shipped yet KAY lost it. And it's been all uphill to try to get them to ship it or find it for that matter. Never again will I shop thru this company. Don't do it!

Kay Jewelers is one of the worst companies I've ever dealt with. I placed an order two weeks ago with 2-day shipping. It still has not shipped and when I asked customer service when I could expect it they said they have no idea and they would give me an update in another two weeks. Ridiculous! I then just said please cancel as that is just too long to wait for a response, only to be told the order cannot be canceled. So, I have spent almost $600 and have nothing to show for it, they can't tell me why it hasn't shipped, and won't refund the money I've spent on the items that may never come and they have no idea why. Thanks for nothing kays! Never ever shop here. A total ripoff and terrible customer service.

Beware of their scam. They mess with your billing and dates so any promotion they have don't honor due to messing with your billing. Half the customer service is hard to speak to in English. Go elsewhere.

I ordered the blue ion chain online and chose the one day option to ship. After I reviewed everything, my screen said so would receive this necklace for my nephew's 10th birthday by Nov 3. Still a little over a day but I wasn’t going to complain about an extra day. I even called to confirm my order would be here by the 3rd of Nov and was told yes. Then I get a confirmation email stating we wouldn’t get the necklace until the 5th of Nov.

Don't waste your time ordering from Kay Jewelers. I ordered two different rings and each time my order was automatically canceled after few hours. They however placed holds on my credit card for days. What's the point of putting a product up for sale when it's not available? Why waste my time searching, thinking I've found the perfect ring only for my order to get canceled twice?

I bought a ring back on 4/26/20. I did not receive until beginning of July. It looked nothing like the picture. I promptly sent it back, they received it 7/22/20. It is 9/2/20 and they still have not refunded my debit card.

Care more about their customers than their commission -OR- at least act you care about their concerns. My son and I went to the Camp Creek location just yesterday, Sept. 1, 2020. The Assistant Manager who later told us that he is the Store Manager and there's no one above him in the store! He told us that very rudely when we returned to the store to address a problem and requested to speak with the Store Manager. This guy's name is Adrien **...or at least, that's the name he gave us.

The old adage..."You can't please everyone" is still true and I agree but sometimes a company should truly try. I have spent over 15k in jewelry from Kay's over the years. Quite simply, I had a sizing issue with my wedding ring and I contacted them. Had bought that ring with the extended Warranty to which I was told initially it covered the ring for as long as I owned it. Just recently the truth was it was only for 3 years!! That was NEVER mentioned at the time of purchase. I was told, the life of the ring. Now the problem I have is I'm just over 3 yrs by 9 days and flatly told they couldn't help me.

Worst Jewelry Buying & Returning Experience! I returned jewelry in January. 7 months have passed but I have not received a refund. Every week the customer service promises to return the money. Today is August, I have not received any jewelry or money back! Scammers!

I ordered an engagement sent May 9th and it was set for two delivery but scheduled to arrive June 22. Given the Covid pandemic, I understood the shipping issue. Fast forward to July 3 and I still have no ring. I am proposing on July 25. I call their customer service and after 20 minutes get someone on and they say it won't ship until mid to late July. I tell them I need it by mid to late July. They offer to do a store transfer after finding the ring at a retail store. I call Fayette Mall and they say they can't do that and if they did I would have to cancel my ring, reorder it through them and wait for shipping which would be at least 3 week process.

Ordered an engagement ring on June 4th. Was told it will be in by July 11 at the absolute latest, which was imperative because I wanted to propose by then due to health reasons. Not in. I’ve called 5 times and emailed twice. I’m currently on hold now while I write this and am at 57 minutes wait time !!!! Got an email today for August 17th delivery! That is way too late! I’m losing valuable time here and can’t even talk to anyone. Disgusted.

Would not recommend any jewelry repairs done by Kay. Left two necklaces to have the chains swapped between them, messy soldering job and they lost a link of my figuroa necklace and tried to give me a bent, skinnier link. First time repair came back necklace wasn’t even solder and the extra piece I gave them was missing. At that point I knew they lost it but they ensured they didn’t. Once they tried to pass off the bent, skinny link as the repair being done, I knew my necklace would never be the same again. So upset. Would not leave anything with them to repair.

The first week of May I ordered my granddaughter graduation ring. Was told would have it 0613 - then pushed back to 06-15- now don't know when. I have called every day this week, no one knows anything. To make matters worse I used my Kay cc to pay so I have to pay for something I don't even have. My granddaughter ceremony is on 7-3 and I have no ring to give her. And when I do call, have to sit on hold 35-75 min just for someone to pick up the phone. Today I was on the phone 2hrs 38 min just to be told, "Well just give her something else." REALLY??? A person will tell you they will call you back and NEVER do. If I could rate 0 I would.

I ordered a ring 2 and a half months in advance for a birthday and I was told it would be here in one month. A month went by and I waited and waited and never saw it. I called and they told me it would be there in 7-10 days. I once again waited and it didn’t show. When it didn’t show I called again and they said it would be there in 2-3 weeks. I still haven’t received it. It now has been late for the birthday I was getting it for. I will never buy anything from this company ever again.

I purchased a ring set $800+ on May 3rd. Got notified May 5th it would be a delivery delay June 22. Fine. Today June 19th they tell me after July 17th and refuse to cancel my order or give me my money back! No emails no communication from them tell me it would be a longer delay. Very unprofessional. The customer service is a joke. There Talk over you and act as if you're in the wrong. This was always my go to jewelry store. I’ll take my business elsewhere. Just give me my money back. When I made the purchase you took my money right away. Now you’re refusing to give me my money and cancel my order!

So we had purchased a ring online and got the 2 day shipping and with that, I expected to have it in 2 or 3 business days tops but instead We’ll be receiving it in 9 business days... Also after doing more research on Kay (which I wish I would have done before purchasing) about how their diamond quality is far inferior compared to other competitors. So basically my point is if you don’t mind waiting longer than the website says for a lower quality piece of jewelry then go for it, I know this will be the last time I ever shop at Kay Jewelers.

I tried to buy item # 173893809 which was on the online catalog. After inputting my credit card... they "flashed it" as unavailable. Outrageous. I being trying to buy since October/2019 and as June/2020 they are proving me that they are not trusting, honest or capable of doing business with me. Outrageous.

It started out good we purchased our rings, but we needed to get them sized... our promise date was March 23! We’ve been trying to reach them since!! We spoke with customer service they told us that they would contact the manager and they would call us back!! (Never called us btw.) We’ve contacted online chat support with the same promises! The icing on the cake was that we had to use our family members rings to get married!! This was suppose to be my wife’s special day but was ruined by this inconsiderate company that cares nothing about their customers but the money they spend! They don’t even have the Audacity or any Decency to contact us! I would NEVER recommend you to do business with them unless you get your Merchandise on the spot!! Very frustrated and disappointed.

I went to a local Kay Jewelry store in Greensboro, NC on June 2nd 2020, my fiancé purchased a ring for a little over $3000 cash. Did not like the ring so I returned it the next day. They did not have the cash in the store and advised me they will send it via check. After a couple of days I called the customer service number to check the status only to find out they send it to an address that I had not lived at since August 2017. They used the last address for me instead of asking if there is an update. When I spoke to the customer service rep she said "well maybe it's just me, but if I was waiting on a refund of that much cash I'd made sure they had my correct address!". I responded, that the burden is on the customer service sales rep to ensure the information is correct because that is part of customer service (the person who did the return had such an attitude doing the return he did not ask me for any updates).

I'll remove this review when I can call in on customer service and find out about our $9,000 diamond ring we purchased. No communication, no email, doesn't answer the phone. Completely ridiculous service for the amount of money that's being spent are mail-order is supposed to be here and it's so past that date that keep using the covid-19 as an excuse but that's no excuse. You're not staying in touch with your clients. I can't cancel even if I wanted to I'm afraid to go buy something else for $9,000 because that would be 18000 and that's not in my budget. Somebody needs to answer your phone. Somebody needs to send the email and stay in contact with your clients. Completely ridiculous service and I don't ever give reviews but this time it's necessary.

We signed up for a 12-month interest-free promotion as long as we paid 20% down, which we did. We made every payment on time and were not informed that the promotion expiration was dated the 12th. Our bill was due the 21st of each month. We were quickly ushered into paperless billing and did not view the billing statements because we made our payments automated. We paid off the ring in full and received a $500 interest charge a few days ago because we hadn’t made the last payment on the 12th.

Kay Jewelers ruined a piece of jewelry twice performing warranty work. They returned the broken piece and suggested I let them attempt to repair it a third time. They acknowledged they made mistakes twice and asked for a third chance. They did not get the third chance. I had it professionally and accurately repaired elsewhere.

I ordered a Diamond Ring at Kay.com a $6K ring (granted was on sale at time of purchase), the ring came quickly and was as pictured on the website. However, I was quite irritated that the ring had a "Made In China" tag on it. Really Kay? Seems like I should have gotten a much better discount. I would not have ordered had I known this was from China. I don't really have much of a problem with goods from China as long as I know in advance and the price is right. Kay Jewelers did not adequately indicate country of origin on their website.

Low quality jewelry represented as premium products. Deceptive advertising and sales techniques. Personally purchased several items that turned out to be not as represented. Lifetime warranty option is a scam.

Wonderful staff. They make you feel like family not a customer. I went in with a specific ring set in mind and after a few quick questions she pulled out a tray and in it lay the ring I never knew I'd fall in love with on first sight. She plucked out from the many rings and said try this one on if you don't love it we'll keep looking. Not love it??? Omg I was beyond love. The size was perfect. It was perfect. To the staff of Kay Jewelers thank you. It's wonderful to be a part of the family. Stay safe!!

Shopped for my mom for Christmas. I found 2 pieces liked and actually didn’t realize but the price was even cheaper on my favorite. The necklace that I thought was going to cost 600 was only 100. The staff was so helpful. Patient and friendly. The display of all the jewelry was so mesmerizing. I wish I could have bought the whole store.

I have bought a couple of items and liked them. I bought a ring, a necklace and charm and still today like them and every time we were at the mall we would always go to the store and looked to see the new items. We would buy for my mother who passed away but everything was always beautiful.

First off I love their ads at Christmas. I actually bought a bracket for my daughter at a Kay Jewelers in Florida. The bracket was beautiful Craftmanship amazing. The price was a little high. But all in all a good store.

When I first entered store, I was greeted warmly and politely asked if I needed assistance. I was also asked if I was looking for anything in particular. My response was something for my wife, but I preferred to look around on my own. At that point the young lady let me know her name, and that I was free to look around and take all the time I wanted, and if I needed any assistance or questions answered, she would be glad to help.

I was shopping for earrings for my mother-in-law. I wanted to purchase diamond studs for her 80th birthday. The sales associate helped me by educating me in quality and pricing. She also allowed me a full refund or exchange if my mother-in-law wanted something else. I wasn't pressured to purchase above what I could afford. It was a win win.

I love and would recommend Kay Jewelers to anyone and everyone. The store in Pikeville KY is my absolute favorite. The ladies there are second to none and make the experience of purchasing very special.

Kay Jewelers is a great company for so many reasons. When you walk in the atmosphere is so clean and inviting. All the staff immediately perk up and want to help you out. Whether, you already purchased with them or not they give you the full treatment. They know me by name because they have been a huge help to me on many occasions. Sometimes they surprise you free jewelry cleanings for ALL your jewelry. A month ago they saved me from losing my Levian blue sapphire out of my necklace. I had no clue it was so loose. They sent it off and informed me of a lifetime warranty with Levian. I never knew I had this and a week later my diamond fell out of my wedding ring (the big one) but guess what, they listened to me cry over the phone, assured me they would get this taken care of. I did my 6month checks on my ring so it was completely free to fix. They are jewelers, fixers, friends and they will continue to be our go to jewelers.

Purchased Sapphire earrings a year ago, they are the most brilliant blue I have ever seen. The selection was wonderful, it made it hard to choose. The sales person was very knowledgeable and made it a breeze.

Kay Jewelers is a total rip off, never again. Very pushy sales people, outrageous prices. The small repair of a simple chain was more than the entire chain value. I got RIPPED OFF. I will never come back.

Once I show that I am an actual purchaser, I find the customer service to be quite good. I would suggest treating everyone with the same level of courtesy and interest. There have been many times when I have been browsing to see if there was something I would like to buy but have walked out because I was regarded with disinterest or just plain ignored.

My parents always went to Kay Jewelers. They were happy. At age 62 I have never had need to go elsewhere. They always had what I wanted. If they got it or made it. Broken, slipped, loose all with a smile.

Only one customer service representative in mall store. Waited 10-15 plus minutes while they were with a customer. Ran out of time to look at jewelry since was trying to buy a surprise graduation gift (my daughter was done shopping and no longer occupied so I had to leave). Couldn’t even buy jewelry cleaner since no one was available to check me out at the cash register. This was in February 2020 before the pandemic.

My customer service experience was horrible and they put extra charges on my account. The jewelry purchased has began to change colors and several items have broken. I had one item repaired, which took weeks to get back.

I brought my diamond ring there for a new diamond head reset. Told them I wanted the gold back. Sure fine I wanted the old setting back as I save all my gold. Guess what they did not give me my gold back and just said, "Oh well." Hate everything about Kay.

So, my husband bought a ring from them on 2/6/2019, the company lured him into getting a credit card that said he would not have to pay interest if paying within 12 months. They set up the payment for him for 12 months period starting in March of 2019. He then immediately made automatic payment starting on 2/24/2019 (NOTE, the setup is even before the first payment bill). The guy followed the rule by always being ON TIME of making the exact payment every month but little did he know, he was set up for the entire scam. Because he set it up automatically, he didn't pay attention to fine note in the actual letter every month that he received. Even with his responsible action, they in the end, found a loophole to get him pay over $800 in INTEREST FEE.

Back in October of 2019 I had ordered and paid for a bracelet for a friend’s wedding. A few days after the online purchase, they notified me that the order was to be canceled since the bracelet was no longer in circulation (even though it was STILL on their website). I shrugged my shoulders and forgot about it UNTIL I received a bank statements showing that I was still charged for the bracelet and that I had yet to receive my refund. I called in December to sort this out but because of the “Holiday Season” they claimed it would be a while before they could research my ticket. I supplied my bank statements and proof that my money was taken and not returned and it took until mid-JANUARY 2020 until I was able to get some kind of help through their online chat service, because this company rarely picks up their phones and will not follow up on ANYTHING.

They claim NOT to charge your credit card until the product ships. My card was charged THREE days after placing order. The charge appears on my credit card statement. Viewing my order status on the Kay Jewelers web site, my order is "Pending". If they will not keep this simple promise, what other surprises may I find when I actually get my product.

We purchased a men’s wedding ring in November, it was sent in for sizing then was informed couldn’t and they had to get from manufacture. It was supposed to be back by beginning of January. Needless to say didn’t come till end of January, when went to pick up they had to exchange which was fine but they tried to take my coupons for the promotion when we bought the ring. So basically I was punished for them having to get it from manufacture. They gave me the coupons but not sure if I can use them. They were not helpful at all and their customer service was a little less than satisfactory. We have bought from before and not really thinking I’m going to again.

Purchased a ring from Kay and used the Genesis card for the remaining balance of $1,000.00. Paid off the balance in a couple of weeks. Wife decided she was not satisfied with the ring and returned it within 30 days. Kay stated the Genesis credit card company will mail me a check for the $1,000.00 that I had already paid them for the ring. Kay told me to call Genesis to confirm this. Called Genesis and the representative deleted the $1,000.00 credit that could be seen my account because of the refund of the returned merchandise. The representative then stated there was no credit or refund owed to me.

Outrageous prices, very pushy sales staff. Never again. Paid more for a dingy lock than the entire value of the chain. This Merle Hay store in Des Moines Iowa is NOT RECOMMENDED. A very bad experience.

I am going to have to give community credit for Kay jewelers a one star. I would give them less if I could. They are a very unprofessional creditor. I have numerous credit cards in my wallet from Target to Walmart and every one of them have sent me a letter letting me know that my card has been inactive too long and that I need to use it or they will close the account. Due to the fact that I only use my credit cards for larger purchases. Well Community Credit for Kay jewelers doesn't do that. They just think that it is OK to close your card without informing you whatsoever.

I've never written a review in my life. I ordered a necklace in December with overnight delivery. Christmas eve I chatted with their customer service rep, who advised me that due to an oversight my order was not processed. She advised that they will continue with the order and provide me a discount. I agreed, even though I was extremely embarrassed at not having this for Christmas. The necklace came a week or so after Christmas. My wife and I couldn't believe the way Kay handled their mistake was to offer me 10% off on my next purchase. Hilarious. I reached out to them and was told that is all they would offer. You are taking a risk by purchasing online at Kay.

Please DO NOT PURCHASE HERE. It all started around Sept 2017. Yes, 2017!! My wife and I purchased our wedding rings from Kay’s outlet in Aurora OH and it was one of the best moments we could’ve shared. Until our allergic reactions started. I always wore yellow gold until Kay’s outlet and I was introduced to white gold. Before we started shopping I told my rep that I was highly allergic to two main things which I was tested for at the age of 8 years old and that’s nickel and latex. We had no knowledge of jewelry so I had to make that very clear and trust that my sales rep would point me into the right direction. “Play the camera back”. My wife never really wore rings until she meet me and of course we had to match so yellow gold it was.

Christmas gift-went to store w/ receipt. Husband paid cash-was told they don't give cash returns, check the fine print on their policy? Yes everyone reads the 4 page document right? If you pay cash you have to wait for them to send you a check about 2 weeks?? Why, it didn't take 2 weeks for buying? Will never go there again and am telling all my friends. Called Cust. Service. Told me for security issues? They don't trust their employees or what? Drove 45 minutes to return the item which is really poor quality. Buyers beware. VERY dissatisfied. No other option, just wait for your money in the mail.

Well Happy New Year. Buyer beware of Kay!! Once again a diamond has fallen out. I will be dropping it off at Macomb Mall tomorrow and words are simply pointless at this point. Somehow though there should be a way to resolve such poor quality within five months...and that’s not including the upgraded prior because of quality. I truly am going to look further into what legal or review wise I can explain my heartbreak that my husband worked so hard for me to have something that was suppose to be special. Third diamond since July.... wedding bands have been fine for over six years mmmmm I suppose they only care about the wedding section. Melissa **

I dropped off and paid $381 for repair of 3 rings. 2 of the 3 were completed, the third was determined to cost roughly twice as much as was quoted and wasn't worked on without my go-ahead. The stone on my onyx ring was poorly polished and there was no offer to correct it. Since the prepayment wasn't enough to cover repair of all 3 rings, the store should have first determined which ring, or rings, I wanted worked on because I didn't want to spend more money than I'd already paid them.

My daughter purchased a ring for me for Christmas. She was told it could be sized at no cost. When dropping it off to be sized she was charged $57.00 for sizing 1 size up. Any other jewelry store will size for free. GO ANYWHERE ELSE TO PURCHASE JEWELRY. This place is a RIP off!!!

Ordered a bracelet for my wife on 12/19 online - GUARANTEED to arrive BY Christmas Eve. It’s 12/24 right now at 3:50pm and I was just told (after I had to contact Kay) that it wasn’t shipped & won’t arrive on time. This was a gift for my wife from my son and daughter who saved their money for a year (about $8.50) to buy this for her. I paid for the rest for this $250 bracelet (on 25% sale). It’s my wife main Christmas gift and the only thing my children have anyone. When I told the man on the online chat (Brian) that this is going to ruin my families Christmas and there has to be something they can do, he said “go to your local Kay store and buy something else”. Well, first of all it’s Christmas Eve. Second of all, I have loads of family here and I’m cooking food for the holiday dinner.

I will NEVER buy another item from this company. NEVER. For Christmas this year my husband of 27 years ordered me a Tree necklace with birthstones. $464.54 free 2 business day delivery. I am not a jewelry person so this was the first big jewelry item he has ordered for me. That's right. Not even a diamond ring for this girl, just a wedding band. We have ordered many items for our daughter, our grand daughter, and other family and friend through the years. So here it goes. Order placed Nov 26th, 2019. Nov 29th Money taking from our bank account. Dec. 4th Email confirmation that our item was shipped. First call to Kay was Dec 9th to check on the order. A very rude lady said, "Well you didn't read the small print giving us 7 business days to put the order together." OK he will give you time.

Trying to purchase an engagement ring has been THE worst experience! If I could have found a remotely similar ring, I would have left Kay and never looked back. First their website had issues accepting my order, and by the time I found out the price had gone up. Upon contacting customer service, they were extremely curt and callous, they told me it was my fault and there was nothing they could do, and suggested as a solution, that I sign up for their mailing list. Eventually I purchased the ring, and then it went on sale within a day, so I called to cancel my order, as it had not shipped. The service agent was very pleasant and helpful and said I don't need to cancel my order, she will adjust the price, which is only charged once it ships.

I ordered diamond bracelet on December 16 2019. Delivery stated free next day air. Today is December 22 2019. Still haven’t received it. Tried calling customer . service three days straight. Never picked up. Tried doing the online customer service. Nothing. Just automatic answer. Called three different stores. No one picked up. I am so upset cause it was suppose be a Christmas gift. Never deal with Kay again. Probably going to call Visa to dispute the card. The worst company.

Early in December I ordered an item from Kay. I needed to receive this item the Friday before Thanksgiving. Long story short, I never received the item and Kay admits they received it back on November 26. It is now Dec 20. I have not received my refund although I have called them multiple times and they assured me i will receive it within a month. Today they are telling me they issued part of the refund on Nov 27 and they need a copy of my bank statement to prove otherwise.

Ordered on line and was specifically told item would be charged when it shipped, was charged immediately not a big deal but 7 days later there was still no update on status or if it was even completed or shipped. Spent 45 minutes on hold to customer service being told online chat was quicker but online chat is not available. Never got to anyone, tried online chat later (for the 2 hours a day it is available?). Never received a response from anyone. Order was updated as SHIPPED later that day. Will see if it shows up, but WORST POSSIBLE CUSTOMER SERVICE PROGRAM EVER for a company that is selling items that are thousands of dollars!

I ordered an expensive necklace for my girlfriend as a Christmas gift. The order was placed online on December 10th - PLENTY of time before Christmas. I did ship to store because it said 2 day business day shipping and I live with my girlfriend. Basically, I got a shipped notification on the 11th, so I expected it to arrive on the 13th or 15th. Still had not received any notification of arrival to store, so I called the store yesterday (December 18th). They said they had not received it, so I called customer service. Customer service said the store had received it, called the store and the store said they had not. I asked if there is anything they can do, customer service says no.

I placed an order prior to holidays, it stated it waved the 5 day processing time and would ship 2nd day air. I called since I haven't seen an email with tracking infor. I need the package by the 22nd. I held for 30 min to be told it may not arrive until after Christmas. I placed the order on the 15th, today is the 18th of Dec. I asked the csr to cancel the order since I now need to find another gift. At this point I wasn't upset. He told me he would put the request in but couldn't guarantee the cancellation and was unable to tell me the time frame of how long it would take for a confirmation. I understand there maybe a delay of confirming but no time frame? I was told to watch my emails. My issue is you tell me I may not get it until after the holiday but you don't know if the vendor shipped it. I have done a lot of business with multiple companies and haven't had issues like this. I'm not happy nor would I go through this process again with this with Kay Jewelers.

Rockingham North Carolina store. I called today to check on my order to see if it had come in. The lady answered the phone and I told her I wanted to check to see if my order had come in and she told me that she would have to put me on hold because she had customers in the store. I asked how long would I be on hold and she said, "Until I get the customers out of the store," and I said, "So you can’t answer my question," and she said, "NO I am not." And hung up. I called back several times and never gave my name and was put on hold and no one ever picked back up. Yes I called Corporate Office.

December 14th 2019 was the third time I had to return my wedding set due to diamonds falling out. Each time my ring is sent to their shop it takes over two weeks to get it back. They continue to tell me that they will inspect and tightened the diamonds. The quality of that ring is not good. I have contacted corporate in hopes that they will upgrade to a better quality or replace the set and extend the service plan we have.

I placed an order on 12/5/19, and to this date it still shows pending on the website. I have followed up and contacted customer support 3-4 times already, and the agents have been telling me that it is "in process" and made it sound as if I have no business contacting them since it is within the "5 business days processing" which is not stated in their site. I contacted them on the 6th business day to check and I was told that it was only the 5th day, when it wasn't. I contacted them again the next day (7th day) and was told that it doesn't update until after the 5th business day, and to me that is very confusing and inconsistent to say the least. Finally, yesterday evening I contacted them again and was told that there has been an issue on their end processing the order, and it should ship no later than 12/16/19. I never got any form of notice, if I had not contacted them, I would've not known.

My fiance and I bought the engagement ring a year ago and we took it back to Bridgewater, NJ store for cleaning and finishing as we had purchase the warranty. The stone in my ring is certified with the certificate number in carved in it which we paid a lot to make sure we are getting real diamond. When I went back to pick up my ring they were not able to verify the certificate number that was suppose to be in carved on stone and ask me to show what number I have on my certificate. Also they are saying that there was never a number on the stone when I gave it to them.

I ordered a necklace as a gift over a week ago, it had a processing time of 4 days and then another 2 day shipping, it's a gift for Friday, and it's now Wednesday. I have called and spoke to people on chat and no one has an explanation. They say, "Sorry but there's nothing we can do about it." I'm just sick about it. You take the money out of my account and then have no answers for me when I ask where my merchandise is. Will never shop here again.

I ordered a necklace that takes 4 business day to process and then it’s shipped for me to pick up in store. I calculated the time with 2 days to spare, it’s a present so it was important to arrive in time. It’s been more than 4 business days and my order is still pending. Every time I contact someone gives me an excuse of why it wasn’t shipped or say it’s getting shipped next day. As of now I’m not even sure it will arrive in time anymore. I understand there might be a lot of orders due to the season, but don’t promise a delivery date that you can’t match.

My $600 necklace clasp broke within the first year of purchase. My husband bought it for my birthday and did not purchase the warranty. The manager Clif basically told me that’s too bad, and I should have paid for the warranty. While I understand that you take a risk when you don’t purchase the warranty, I also feel that a moderately expensive necklace should last more than a year before needing a $220 repair...which is what Clif quoted to buy the warranty and get the clasp fixed.

In May 2019 I got a necklace & earring set matching ring and bolo Mom bracelet for Mother's day. My ring had to be resized which we got the warranty for and they resized it and the ring looks great. In September I had broke my bracelet when it got caught on a table and my necklace broke as I was turning the chain. I took them both in to be fixed in late October and luckily they fell under the 6 month warranty. They were back after a week and I went to pick them up. The chain on my necklace wasn't fixed due to too many week link's in chain. Not sure why a brand new 4 month old chain has so many week links?

I went to the Conyers Ga. location. To experience a wait of over 45 minutes of a lady that in my opinion was TOO old and not knowledgeable enough for the job position. Just to find out after trying to take my watch apart to change the battery. That they were out of stock! Then went to the Stone Crest Mall location to get my wife and my own battery changed in our watches. Just to see them scratch both watches and tell us they didn't have the battery anyway!!! Then try to deny that she scratched it!!

We took my engagement ring back to the store on October 29th because it needed to be resized and a stone had fallen off. We were told that the "promise" date was November 14. I thought okay cool it seemed a bit long to me but I'm all new to this. Well, November 14 comes around and I go to the store to pick it up and guess what? They didn't have it and they needed to call the repair shop to see if they still had it. The repair shop still had it because they were waiting for a shipment of more stones to fix my ring that wouldn't be there until the following week and I should get my ring back on November 19. Well November 19 comes and we still hadn't heard anything, so my fiancé calls the store. He was told that the ring was finished but they weren't sure if it was going to be on the truck for that day or the next. They told my fiancé they would call the repair shop and then give him a call back.

I received non-existent customer service by Marshall's Plaza, DeWitt store manager Cody. Unlike previous dissatisfied customers I would assign a negative 5 stars. In a nutshell, I purchased a bracelet from Kay's site on-line, which came with a Full return and refund policy at ANY Kay's store as listed on-line AND on the shipping packing list.

On September 28th I ordered a ring for my husband for our 50th anniversary. They sent out for the proper size and engraving. I called and stopped by several times and was told it was out for engraving and would be ready before the end of October. I called on November 11th and was told that they “thought they saw it somewhere” and would look for it. I called the corporate office who called and had them find it. Thanks for turning a Joyful surprise into something stressful for me. Amy **.

I visited the Easton Location in Columbus, Ohio on 11/4/19, as my Forever Us Ring and Band needed a repair for the 3rd time. Needless to say, this is the LAST time I will visit any Kay Store, much less purchase anything from them. The Manager on Duty stated that he couldn't find record of me coming in for my prior 6 month inspection. After humiliating me in front of other Kay Customers, by asking to see my cell phone to look at my emails to make sure I was telling the truth about receiving emails from Kay, he blatantly called me a liar. I said, "Sir, can you please review the footage from the day that I was in the store?" He responded, "No, why would I go to that length for you? I am not in the business of giving things away." He said that he thinks that the Employee just got busy and forgot to log in my visit, but that it was my responsibility to wait at the store and make sure that he logged it.

One wedding band sent to replace diamond, engagement ring and another wedding band sent to have dipped. All size 7. One wedding band came back size 4! They insisted I had to sign their iPad that I received all rings and then they would send back one ring to have fixed. I insisted that they note what happened before I signed they said they couldn’t do that. Not even an apology! They said they didn’t do it, it was the place that did the repairs.

Amazed and touched by their generosity. Kay's had a National Cat Day post on Facebook, I replied with a collage of my kitties, they loved my post and gifted me with a free pair of black and white diamond paw earrings...just because! I had them shipped to me in TWO days...and it included a HANDWRITTEN note. I already buy all my good jewelry at Kay, that for sure won't be changing! Thanks Kay!!! That's some pretty awesome marketing and customer appreciation work!

My daughter's wedding ring came from Kay's. 1st Diamond fell out..2nd time loose prongs..3rd time loose diamonds. Had it back 2 days and NOW diamond fell out. They have had it longer then she has told her it's because she sleeps in it. Not their fault. Very rude. Told her no one can help her. Just take it back to the store see if they want to replace it.. I advise you really look at the customer service of the jewelry store before buying. They my have a lot of stars but do you want to be the next unlucky bride? Kay's is not very will to better the problem.

At the end of December, my partner bought me a topaz set which included ring, necklace, and earrings. He also purchased the extended plan which we thought would cover everything if something happened to the jewelry. I maybe have worn the set five times since he purchased it. One night after wearing it, I put the ring in my jewelry box without looking at it. A few weeks later I decided to wear the ring and discovered that the topaz stone was missing. I have no idea where it fell out.

Retuned diamond earrings on the next day of purchase, on 08/31/2019. After several calls and emails I got an answer that there was a glitch with the system and refund failed. According to representative, Heather **, second attempt was made. Another month passed and money have not been returned. The agent now does not respond to email. I had to open a dispute with MasterCard. Very disappointed at the whole experience.

On 2 other occasions that the ring needed repairs they always had a reason why I would have to pay.

Wedding ring upgrade. The manager at the Paddock Mall In Ocala FL was absolutely amazing. She spent three hours helping us along with another employee. We ran into a few issues. One ring I wanted they just ran out, then I found another one and went to purchase it and it sold online that quick. They did not give up and we finally found something that I love. Needless to say they were extremely helpful and tried their best to help me find exactly what I wanted. Thank you ladies, I can’t wait to come pick up my ring on a few days!!

I bought my ring a year ago, and 8 months ago I’ve already had to bring it to the store to be shipping out to be fixed. I waited two weeks exactly for it to come back not FIXED. The gem was still loose, so loose I could hear it move around. Like did they not even look at it?!? So then I came back a couple weeks later for it to be send out AGAIN. But this time a diamond fell out. A couple weeks after a “master craftsman” was looking at it. She said she put a rush on it but still hasn’t come yet. It’s really a shame. I get an email saying a “master craftsman” is looking at it but yet it comes not fixed.

While the ring is beautiful, I would caution you in purchasing this ring from Kay Jewelers. It's available only online and not in the stores to try on. Therefore you only have a select few size options to choose from online, 6-8 are your size options. When buying directly from the site, it says you will receive free sizing, but this isn't true. When my ring arrived, I took it to the store to be sized and was told by the sales people in the stores, that they take the size 7 and then size it "free" to the other few size options offered when buying the ring. I wear a 4.5 which wasn't an option and to have it sized would cost me another fee as if we haven't already spent enough buying the ring in the first place. Kay Jewelers was unwilling to waive the resizing fee. I will not be a returning customer due to the principle of the circumstances! This is very deceiving and to me another way to make money off the customer.

The jewelry is gorgeous, but both the necklace and ring my boyfriend bought me have spent more time broken and apart than it has been worn. The ring is bulky and I worried I would lose the pearl, each time it broke I was lucky enough to find the small piece. I have got my ring back and broke it the following week. I ended up super gluing myself and haven't had a problem since. What glue are they using? My necklace chain just broke, which is exactly what happened to my other necklace. Thank god I had warranty, but will no longer be getting jewelry here, huge disappointment.

I have been going back and forth for 3 months with a manager named Kristy at Warwick Mall. I took a picture of a ring at Jared, we discussed having two bands just like the ring at Jared but the diamond and sapphire size would be the EXACT SAME as my engagement ring size AND larger sapphire under the halo part of my engagement ring. Kristy said this was no problem and gave us a price cheaper than Jared. We have had to go back and forth 4 times to fix the ring because it would look NOTHING like the one at Jared that she had a picture of the entire time. Finally after the fourth time I went in to try on a mold and it fit and the shape was right. If anyone knows what a mold looks like it is completely green so can’t tell the size of the diamond at all BUT when Kristy is saying they are the same size we agreed on and paid for, why would I question it?

I opened a Kay Jewelers Credit Card back in 2017 with the hopes of building my credit. I was approved for $300 which was not much, but I felt was sufficient as so not to overdue it. I had the card for a whole year without using it. In December of 2018 I used the card for the first time for a Christmas gift for my mother. I made the monthly payments give or take a few days overdue, but never close or past 30 days due from Jan-Jun 2019. Then I received an email alert from my credit monitoring account stating I had an account that was closed and did I close it. I looked up my credit account report and saw that the Kay Jewelers card had been closed.

So let me just start off with buy the insurance on ANY items purchased at this store. Got an engagement ring in March. Prongs broke 3 times so they told us they would reset the band in a new setting at no cost due to the insurance. Get the new ring. Huge flaw in the center stone and the center stone isn’t even center property. Not only has this taken over 2 month to address but the customer service is absolute disgraceful. They should be embarrassed of their company. They don’t even deserve one star.

I purchased a very expensive enhancer ring for my very expensive engagement ring. The ladies that help me were amazing. However, when I received the enhancer, it did not fit properly in my ring. I took it back to fix and the assistant manager, Kathy, was completely useless, inept and ignorant towards the issue and refused to get it fix. Please do not purchase anything from there, you will be sorry for the rest of your life.

This was the 4th jeweler I went to to have my wedding set repaired. Not only did they repair the rings to new, it was well above my expectations. The rings look as new as they did 25 years ago. On top of that, the store manager was so concerned with the delivery of my ring on schedule that she personally went to pick up the ring herself. Kay Jewelers will be the ONLY jeweler I deal with now because of their service and the trust I have in them. This is the Kay's at the Berkshire Mall, Wyomissing, PA.

My husband purchased my engagement ring in late 2014, we purchased our wedding bands from the same store in early 2015. Fast forward to late 2018, the diamond in the inside of my engagement ring falls out while at the store for a regular cleaning and inspection. I’m the one who notices. I’m informed at this time it will be 3 plus weeks and I have loose and chipped stones. I was concerned with the repair time and had it noted in the system. Left the store in the Sanford mall. I decided I would try the store in Orange City do their repair time was significantly lower 7-10 days.

I have been on a very long journey to getting 700 credit score. Long story short this company switched their Credit Card Merchant in the middle of a pay cycle for a set of earrings worth $120 as a mothers day gift for my wife. I could have bought them very easy just wanted to have a running credit payment. Well, now I have 1 missed payment of thousands at 100% because they didn't notify me and didn't transfer account info, just left the account to continue missed payments. WTF!!!. Genesis Financial will also be getting a review as they said they understood the misunderstanding, took the late charge off and promised a letter to the credit bureau saying it was an error. I have had a Kay Card for 8 years, they change vendors and I get the short end of the stick. I closed my account and will not be returning to Kay!

Someone went into a store at Kay Jewelers in Pineville, NC and used my information to purchase over three-thousand dollars in jewelry. The person that did this used my name, previous address, and a FALSE date of birth. They did not verify that all information was correct. If they had verified this, they would have caught this fraud. When I called them, they did not want to help me resolve this issue at all. They referred me to the creditor, Comenity Bank. They won't even assist the police department because they know they messed up.

My fiance and I visited Kay Jewelers on April 8th, 2019. We picked an engagement ring and wedding band. We also brought a solitaire ring that we decided to replace the diamond from and place it into the new ring as the diamond clarity and carat was better than what the current ring had. The associate stated that they would be able to convert the solitaire into a heart pendant, use the diamond that was being removed from the new ring and use it for the heart pendant. Brilliant idea as the solitaire ring held many sentiments. I was advised that a service fee would be charged which of course we agreed to pay. We were told that the rings would all leave their store that same day and we were given a receipt with a due date. Estimated a week or 10 days at most. We were excited for this and were awaiting our rings with much anticipation.

Long story short, Kay Jewelers (Comenity Bank) claimed they needed my address because they were receiving mail back as undelivered. I verified that my address was indeed correct - the same address that I have on a few other Comenity Bank cards. Two months go by and I notice my Experian credit score dropped by 40 points due to a delinquent account. Behold it is Kay Jewelers reporting that I am over 30 days late and the account is showing Negative on my credit report. I made an immediate payment and contacted their customer service through their message system. They issued a late fee reversal for the 2nd payment that "I missed."

I purchased a ring for in April got sent to get sized and when I got it back it was still too big so i went to another store and asked to get it sized smaller again and I was told that they were only going to size it according to how they wanted to even though i expressed that I wanted it to be tight on my finger. Well I get it back (now may 11th) and it's still too BIG. I feel like they did nothing to it and I had to pay for it. It's a $600 dollar ring and it slides right off my finger. I am so disappointed. If I'm paying for it then I should get it the way I want it. Since I have bought it I haven't had it on for more than a day.

My sister bought my daughter a ring from Kay Jewelers as a gift and paid $110.00 for it when purchased new. My daughter wore the ring occasionally but not daily. The ring was less than two years old. My daughter asked me to take it back and have it fixed because the entire front fell off the ring (pictures will be provided). I expected them to say no problem and fix the obviously defective ring. That’s not even close to what I got. When I took it into the store the employee said she didn’t know how to even describe the jewelry because she’d never seen anything like it before but she had to write a description on the service ticket so her own words that were used to describe the ring were “Top of ring fell off”. I had to pay $37.00 to have the ring soldered back together. That was more than a third of the ring's retail value and it was clearly defective. Should have been repaired free of charge. It was clear my daughter had not abused the ring. Beware!!

I purchased a Purchase A Le Vian luscious cushion-shaped Chocolate Quartz surrounded by swirls of 14K Strawberry Gold drizzled with Le Vian Chocolate Diamonds® and Vanilla Diamonds. It states that The ring has a total diamond weight of 1/10 carat. Le Vian®. Most natural gemstones pictured have been subject to an enhancement process or treatment (e.g. heating, oiling, diffusion, waxing, etc. ), which may not be permanent and may require special care. Generally, most treated gemstone jewelry should only be gently cleaned by rinsing in warm water and dried with a soft cloth.

I was gifted several pieces of jewelry for my birthday which is Feb 9th, three to be exact. I have had 4 repairs in the last two months to my brand new jewelry. When I shopped recently I purposely passed Kay’s and drove an extra hour to Jared’s only to have the exact same thing happen to two pieces I purchased from them!!! Both pieces broke! After clearly becoming very frustrated I began the task of attempting to reach out about my horrible experiences only to find out they are sister companies. I started with both storefronts...that was needless to say a joke.

The products are ok but not the best. I don’t like the warranty plans cause you have to keep coming into the store to have items inspected. We have lost stones in various rings. Store always had polite sales associates.

I went to Kay Jewelers to use my current wedding ring, of which I purchased from them, into a custom piece (new setting). When I came in to pick up the ring, one of the diamonds was yellow. They tried to blame it on the materials they had used from my other ring, but the picture they took proved NONE of my diamonds were yellow. I sent it back in to have it "swapped out" and waited 16 more days. I tried to call ahead to have them verify that it was repaired but they told me they were too busy to look. I drove 30 miles only to find out the diamond still didn't match. I was livid and they refused to do anything.

Originally bought my wedding ring at Kay Jewelers. Religiously brought the rings to be checked every 6 months per their warranty. A prong broke off (for the 5th time!) so they sent it in. It was returned to me and they said they could not fix the prong because "the whole setting would melt" and that my engagement ring was unfixable. So I asked if they could at least separate the engagement ring and wedding band so I at least had my wedding band.

If I could, I would give this store a negative score. My husband and I placed a custom order for an engagement ring on September 1, 2018, and six (6) months later have yet to receive our ring. We also asked our representative to make sure of the price as we did not want to encounter the price increasing once we committed to the process. Twice we were called back and asked for a little more because of miscalculations. We were working with George and even though he is pleasant to talk to, I have to constantly track him down for updates. There was a moment of hope where we thought our ring was complete and unfortunately we were let down. I had to drive to two different locations only to encounter my mounting being too large for my diamond, and the stones we purchased did not match nor fit into the mounting either.

I am trying to return a necklace and receive a refund. I paid cash and I literally went to every Kay Jewelers store in my area and was told they don't have the cash to do a refund. What I don't understand is how a billion dollar company doesn't have $400 cash to refund for a product I am not satisfied with. They all say to call back to see if they made enough cash, or to wait till the weekend. My thing is I paid cash and I want my cash back immediately upon return. I will never deal with Kay Jewelers again. Merchandise way overpriced for the quality of the product.

Also, I tried removing my address from their system because I no longer want to receive any mail from them. They will not remove my address. I even called their corporate office and the woman hung up on me.

My husband bought my engagement ring from Kay in Montgomery Alabama, where he was told if he opened a case account he could save 10% oh, so he did. He said he was then given a Rewards Card saying to bring this back anytime and you will save $300 on her wedding band, when he went to purchase the wedding band at the Prattville Alabama location oh, they did not have it so they sold him a plain band that would do until the actual band could be purchased at a different location.

My fiance has a Kay's card. We love shopping for jewelry with Kay's always great product. However, the customer service seems to be slipping so much so that we have decided to no longer return to Kay for our jewelry needs. Reason being - every time we have gone in since my engagement ring was purchased we have been encouraged to spend our $500 Kay bucks. We were told it expired May 2019 by Pam... Then when my fiance went back to get a Valentine's gift he was informed that it expired just days before??? We are so frustrated with this. How can someone look at our account and see that we have credit of $500 and misread the date?? Talk about incompetence. With that being said we have decided to start shopping locally.

I returned a jewelry item that I was displeased with on the same day I purchased it and 2 months later, I’ve not received my credit. Furthermore, this error has impacted the details of my credit with all three credit reporting bureaus and that it’s showing I owe a higher amount on my available credit and interest is still accruing.

Like others I tried to make an online purchase. It failed said to try again. I tried again and it went through. Checking my bank account I saw that Kay had charged my account twice for the same order with the same order number. Called customer service they said they would do nothing about it and the charge would go away. Without thinking I let it sit and this might be my fault, but when the life insurance went through I got popped with a NSF charge thank you. No some days later Order Placed on February 2nd, I talked to customer service on the 2nd as well all was supposed to be fine. Now it's the 13th the day I was to get my order, and guess what, It says the order is pending. Now it cleared my band on the 6th so there is now holdup on my end.

I tried to order a mother's ring on their website on Saturday, they did a pre-auth on my bank account but the order never went through. I had to wait for that to fall off and went into the store and spoke to the manager and she tried to place the order on the website and got the same message I got Saturday. So she calls customer service and they tell her it's something with the website not accepting my debit card, so they told her for me to purchase a gift card and place the order that way. I specifically asked her if they were going to charge me twice since she ran my debit card again at the register this time not through the website, she told me absolutely not since the debit card wasn't accepted in the website, I said OK.

We bought my enhancer for my engagement ring in 2014. The sales person said once the ring was soldered the first warranty applied. Paid off the ring in 2015. Been taking in every 6 months actually every 3 months because the stones keep falling out. Well this last time 5 years later they say stones are loose in the enhancer and we have no coverage on the prongs etc. I called their corporate office to get records. Don't go back that far. They also send me a new credit card with the new logo. Same day I get the card they cancel it. When I call to ask about that they say "I could not verify my address." THEY MAILED ME THE CARD! This caused a hit on my credit report also. The repair service with them will make a killing without a warranty. 6 times had to fix the original ring. I don't trust them to work on it anymore. I took elsewhere and will never buy anything from them again. I was a loyal customer and bought numerous things through them.

Bought a 6500 ring. They said they could size it later once we were ready because I wanted to hide it for the big day. Everything went great, so we brought the LEO ring and they sent it out to be sized. (Never did they say anything about a sizing issue at the time it was sent to a 3rd party vendor). The ring is gone a month, and they call to say it can't be sized and we need to order you a new ring. Now not only do I have no idea what ring and quality they are sending, it now will take 2 full months longer for the ring to be done.

I would not recommend Kay Jewelers to anyone looking to resize a sterling silver ring. My experience was a huge waste of time and could have easily been avoided. Upon entering the store I asked, "Do you resize sterling silver rings?" I was told, “Yes.” It took them three weeks to realize that they do not in fact size sterling silver. No one called or emailed me (despite my being told multiple times that they would do so) and when we finally called and discovered it was ready to pick up, the store associates didn't realize that the ring had never been resized... We had already paid for the ring by the time they realized it, so they had to refund us our money. An associate was then able to recommend a local jeweler to us and called over to make sure they were open and could take care of us that day.

I bought a ring for my wife on our anniversary (about 3 months ago). At the time of purchase, they said the gemstones were protected under their lifetime guarantee: "We will replace, free of charge, any diamond, emerald, ruby or sapphire covered by this guarantee if it chips, breaks, or is lost from its original setting during normal wear." Well, guess what? The ring's diamond fell off during normal wear and when I took it there to replace it, I was charged for it, almost 1/3 of the original price of the ring. I am extremely disappointed with this very deceitful business practice and will not buy there again.

I had an absolutely terrible experience. Do not go to the store if you have kids or want to be treated as a person. I went to the Staten Island Mall location to look for a couple of pieces with my two boys. My younger son was fascinated with the telescope in the front of the store. While I was looking at the Jewelry a woman approached him not to touch it. Confused as to why she would not just tell me I proceeded to tell my son not to touch it. Then I turned my attention to continuing to look at the jewelry. A few minutes later I see a woman (Rabia) frustrated approaching my son, I told her that I will address my son and she proceeded to approach him telling me with attitude that he is still touching it.

I ordered a bridal set on 1-4-19. I paid extra for it to be here on 1-15 because I was getting married on 1-18. They printed a label for the ring on 1-12 to be shipped but it never went anywhere after that. The customer service was horrendous. Nice people, absolutely no help. They said that the post office never picked it up. Next person said UPS had it. I was told they would find the order and overnight it and then refund my shipping. If it wasn’t found, they would put out a critical search to find it. A lot of drama later, it was never marked as critical and they said that they never said they would refund my shipping.

I bought a necklace from the Kay store in Rosenberg Tx in May of 2018, well on Jan 8th I took it to a friend of mine that works in a pawnshop to clean my husband necklace. I told her to test it to make sure it was real. Well come to find out she told me the necklace must be plated because it was sticking to the magnet that they used, so I left from there and went to another pawnshop where I didn't know anyone to see if my friend was correct, well the young man at that pawnshop told me the same thing... Necklace is gold plated not 10k. Then I took it in to the Kay store and the young lady said she would send it to corporate so they could test it. Well now it has arrived at the store and they're telling me it's real just hollow. But I do not want this necklace or anything else from Kay Jewelers anymore or ever because it's not real. It's plate.

We bought our wedding ring 25 days in advance and when I was picked up, my wedding ring came in the wrong size with 5 days before for the wedding and the seller said that I can not do anything before my wedding date, this would have to marry a bigger wedding ring then return in the store to stay without a wedding ring for 15 days and then have to go search it again. I was extremely disappointed with the lack of solution and little case of the shop in solving the problem in time. Summing up I paid for another store to do the correct size and had no refund for that. I do not recommend purchase from this store, which is not cheap at all, let alone with good service to solve my case.

I purchased a mother’s ring from Kay. I paid $485. The peridot came out of the ring and was lost. I took it back to Wilkes-Barre store where I purchased it to inquire about getting it replaced. They sent it to their repair shop for an estimate and after a few weeks, I was told that it would be cheaper to buy a new ring! Hmmm a peridot was going to cost more than the ring? No way!

My fiancée purchased a tennis bracelet for me on 12/27/18 using cash as form of payment. After receiving the bracelet I decided I didn’t like how it fit or the quality of this bracelet so I proceed to go return the bracelet on 1/3/18 with receipt and bracelet in its original packaging only to be told that this multi-million dollar jewelry store cannot refund me $215.00 due to not having that much cash in register!! I proceed to ask if she could just put my refund on my debit card and she states “NO” because that’s not what form of payment I used to purchase the item.

Wife and I went to the Kay Jewelers Outlet store in Charlotte NC on 12/12/2018. Purchased a ring that my wife picked out. The ring needed sized so the clerk sized it and gave us a pickup list for 12/24. Great. It would be in before Christmas. Wrong. They call on 12/31 to pick up. We went in, tried the ring. Too small. This clerk asked us we gave the size. When we said no she asked my wife if she ate salt that morning. They sized it again and sent out (rush supposedly). Told us that it would be in Friday. That didn’t happen. We told them that we would like to take to another jewelry store for sizing. She said we would lose warranty. I told my Wife Merry Christmas 2019. By the time we get her ring the warranty would probably have ran out. Go to another Jewelry Store.

I go into the Vero Beach FL store a week before Christmas. They make a mistake with my card. I go back next day they assure me my kid's jewelry will go out next day service. Two day before Christmas I go back to the store to find out why my kids never got their gift... That's right you guessed it. They never shipped it. They forgot to tell me it would be shipped overnight January 1 when the piece was ready... I know they can care less but they ruin my kid’s Christmas and I will never buy from them again.

Kay Jewelers' customer service is average. I did not get accurate information regarding warranties but the jewelry is good quality and lasts. I will shop here again. There often is not enough sales associates to get help right away but getting credit here is an easy and simple process.

Kay Jewelers is a rip off... My husband and I both called Kay Jeweler in November 2018 for the payoff amount... They gave us the amount. We send a cashier's check to pay off our account. December 22, 2018 I got a bill in the mail... I called Kays... talked to a representative about my bill. The lady Ashley told my husband and I that they was a bank and they don't take interest off when you pay your account off early... She said we still owed the X amount... we told her she would be talking to our lawyer and Ashley said,"If that's what you want to do..." Kay Jeweler has lost a customer... We spent about $10,000.00 in that store... I will tell people not to shop there. Kays don't care about their customers!!!

Ordered earrings that my wife wanted for Christmas online with Kay Jewelers as I believed (falsely) that their reputation was very good. I even paid for expedited 2nd day delivery (15.95). Four days later (yesterday) I got an email that my order had been canceled. The email was sent at 11:24 p.m. I called customer service this morning, and waited on the phone 20 minutes to get a very affable CSR rep who "apologized for my trouble", and that they "could not source my order" in the 4 days. The apology is irrelevant to me, because now it is the Saturday before Christmas (Tuesday) and I'm not sure what to do.

Thanks to Kay I get no Christmas gift. My husband went into a store and what he wanted wasn't in that store so the associate supposedly placed the order for it online for him in the store and two weeks later still no ring. He calls and they have no record of the sale. He paid cash so that will be fun to try to get back. They did absolutely nothing to try to make this situation right. They don't care about their customers at all, not our first bad experience with Kay but will be our last.

(This company doesn't even deserve one star.) I've heard a lot of great things about Kay Jewelers and was even suggested to go here. I wanted to get my mom a mother's ring for Christmas so I went online and personalized the perfect ring for her. I filled everything out that was needed and ordered the ring. It came back saying it was unable to read my card so the order was unable to go through with my purchase. I waited a couple minutes and tried again thinking the website might be having technical difficulties, it came back and said the same thing. I went to the store the next day to see if they could help me work my problem out, unfortunately they had the same problem and did nothing further to try to solve my problem. The next day I went into my bank thinking there may have been a problem with my card and that's where many problems were found.

My husband bought me a 14k gold round stone engagement ring with total of 16 diamonds in October 2016. It has been 2.3 years that I have had this ring on my finger. I rarely take it off except when I go in to have it inspected. It still looks gorgeous and none of the stones are loose or have fallen out. I have never had a problem with Kay's yet and hope it stays that way!

I recently purchased an engagement ring for my girlfriend. Greatest day of my life! The ring not even on her finger for a week the stone falls out! Store offers a replacement. Upon me inspecting this replacement I notice the stone is placed crooked so I tell the jeweler and they say "Really?" And they proceeded to inspect it under the magnifying glass and say, "Wow! It is!" Now I see this without a magnifying glass? So I say, "I'm not taking this ring. Please send mine out to be repaired and sized." A week and a half later it's finally in so I have to call them and the women tells me, "It might be in. We've had a lot of boxes come in but we've been swamped! So we haven't had a chance to look through them but when I get to them I'll let you know if it's in!"

My experience fabulous. Good quality stones. Very happy with my purchase. Love my ring. No problems with stones. I would purchase more jewelry. They were so helpful and got a beautiful one carat diamond that I am very happy with.

Eye catching pieces but not a wide variety. But their item showcased many available some quite reasonably priced. Not for the person shopping for unique pieces but overall nicely displayed and salespeople ready available to assist you.

I purchased a 14K gold diamond and emerald ring while we were in ST Kitts. Alex the person that sold me the ring assured me that the ring was 14K and the emerald and diamonds were real. I did not check the inside of the ring to see what was stamped in it. My receipt states 14K gold. I was cleaning the ring only to find out that the ring is not 14K gold. It is 10K gold. This makes me unsure if the diamonds, and emerald is real or not. Trying to get someone to talk to me about this. Not sure about the outcome.