Kay Jewelers
Reviews and Complaints

On December 14th I went to finish my Christmas shopping. I went in to Kay's looking for my daughters 2nd piece of real jewelry as she is 20 and found the perfect ring with Kimmy and the store manager. They ring wasn't available in white gold so she said she was going to order it and it would be here on the 19th and then it wasn't available once she put all my info but she found them at another store, and they would be here by the 19th still. The 19th comes and nothing, so I called the store. The girl that answered said hello? I had to ask if it was Kay's she said yes but had no idea about my order and I was told to call back the next day. I asked for a manager, and she got on the phone and promised one was one of the rings was on the way. The next day Kimmy calls me and says they can refund me as the ring would not be there before Christmas. No regards about putting me over a week behind. Not try to find me something else that might work. She would even look at me once I went in for my refund. So beyond unprofessional. I understand things happen, but this was unacceptable. Thank God for Ben at Helzberg. Walked out with 2 rings for a much better price and better quality

I made a purchase at Kay Jewelers & decided to return it a few days later. It just lost its luster away from the store's special lights. When I entered the store with my Kay bag, the sales associate had the look of a child who lost his favorite toy. Good grief! He immediately asked me what was wrong & simply said I changed my mind & want to return it. He processed the return, but the pouty look remained. I asked him if he ever returned something because he changed his mind & then he lightened up. Kay has a 30 day return policy - its business, not personal. The customer should not be the bad guy. My mistake making a purchase at Kay Jewelers. Never again!

Love Kays in Thomasville Ga! Great Staff and very pleasent and helpful. Always a pleasure to go in.

I bought my husband a new wedding band from a sale they had back in July for our anniversary in August. I got an amazing deal on it! He's bought several items for me there as well, on sale
Their regular prices are too high in my opinion and customer service stinks. They're also really snobby for the type of store they are.

I will never purchase another item from your company. The only thing you can do for me is clean and repair. I applied for credit to purchase a chain, and did not qualify for interest free payment and I had a 775-800 credit score. No one in customer service can explain it to me and all I received was something from the creditors due to recent inquiries. I have never been denied credit before, but it is fine, I did not need the item anyway. I feel that this company discriminated against me, or denied it because I applied for credit in another state. Bottom line, you have lost a customer for life.

I purchased two items for myself and my mother. I told the rep, repeatedly that I did not want a plan with my purchase, as I never use them. Much to my chagrin, she charged me for one anyway. I thought about it and thought about it, then decided to return the items. I took them to a store closer to my home, I actually wanted to shop at James Avery anyway, but they were closed. Anyhow, I walked in and stated that I had a return, the lady was rude, and said, "Well for the part you paid in cash, we cannot refund it here and will have to send you a check because we don't have $200 in our drawer. I explained I did not want a check in the mail, and I wanted the cash I paid and the Amex refund to my Platinum Card. Then she walked away. She came back and started counting out my cash portion of my refund, as I was looking into how to file a complaint against the company. She then made some other smart comments and I counted my cash in front of her. What I noticed is how lackluster she was about going through my return. I didn't trust that. So I called the store back and spoke with a manager who called me sweetheart, and said that she appreciated me telling her about my concerns. That too, was a lie. I do not trust Kay now. I will likely, never shop at Kay again in the future due to my lack of confidence in their policies, their practices, their staff, and their management. I have not been so insulted, and I will not shop in places that treat a return like a burden. If you can be happy when I spend $1600. Be happy when I have a change of heart. You have lost a 26 year loyal customer. Never again.

I stopped in my local store to buy a ring for my daughter that I'd seen in an ad on IG. Knowing exactly what I wanted, I pointed it out and said I need the ring in a size 5. To my surprise, they didn't have it in any other size than what was in the case, and to get the size I wanted was going to be a charge of $15. $15 MORE for a brand new ring, making the price not at all what they advertise. Mind you, I wasn't spending hundreds of dollars on a ring. This was a Sterling Silver ring for Valentine's Day. So the add'l fee for "sizing" brought the price right back up to the regular price and not the sale price advertised. I consider this false advertisement. No where did it state the sale was only good if you happen to be lucky enough to fit the ONE size available in the store. To make matters worse, I went into the website and emailed the company my concern. I received some generic reply that did not even come close to addressing the situation. Therefore I replied back telling them that they didn't really answer my question. To that I got another reply, the SAME thing word for word. Obviously the same reply anyone and everyone else gets. WOW. What customer service. HUGE DISSAPPOINTMENT and I won't be back.

The necklace my mother purchased at the Sebring Kay Jewelers had a small clasp and she asked the sales associate if a larger clasp could be put on. She said yes and told her that it would be available for pickup in about two weeks. She explained that times were a little extended due to the pandemic. We of course understood that and were accepting of the two week timeline. Donna was very nice to us and I want to put an emphasis on that. This is not a complaint about her. I had purchased a ring at the same time my mother purchased her necklace. I needed it resized so they were sent off together. I went to the store to pick up my ring and her necklace after the two weeks and my mothers necklace was not there. The sales associate Amber contacted my mother via phone to inform her that there was nothing wrong with her necklace. My mother acknowledged she knew that there was nothing "wrong" but that and it was sent off to have a larger clasp put on. My mother expressed to me that Amber was not very helpful on the phone so I went to the store with her to sort this out (about 2 weeks after the phone call with Amber). When we arrived Amber greeted us dressed very inappropriately. She had on what looked like yoga pants with a tank top and a cover up. This tank top was a lace front and was cut down to about her navel. I'm not sure if that is a new sales tactic Kay Jewelers is encouraging, however, I am not impressed. Not only was she dressed unprofessionally, but her demeanor coincided with this attribute. My mother was frustrated, with good reason, but remained professional (this is now 1 month + after the purchase date). Amber did not empathize with the situation and was rude to us. She made us feel as though we were an inconvenience. Regardless of the poor customer service we left thinking the situation had been handled. It is now 2 months + after she purchased the necklace and she still has not received it. She has not been contacted about the status of her necklace and has made two payments towards the item on her credit card. I have had such a horrible experience at the Sebring store I do not plan on shopping there again in the future.

This was my original review (with 5 stars):

I had a fantastic experience at the Kay Jewelers in Sebring, Fl. My mother and I stopped in after brunch to pick up a pair of earrings I had sent off for repair. The customer service was excellent. My consultant (I think her name was Donna) was very friendly and knowledgeable. After I received my earrings back my mother and I decided to browse around a bit. The consultant was prompt in aiding us. She made the experience fun and relaxing. We both made purchases and she helped us find the perfect pieces to suit our individual style. Excellent customer service!

To complaints management department, I recently found out an extra 350 dollars has been added to my credit card bill. I found out about one week after it happened so basically I found out a week too late. Yes i could be held responsible for this debt but I feel this debt is invalid because of multiple reasons. The first reason was because in early February last year I purchased a ring from Kay Jewlers while at the same time I signed up for your Kay credit card. So my fierce picked out a ring which she loved at great price but it had to be ordered. So it was order and some time went and I finally asked my fiancé Limdsay to call Kay it’had been over a month. So she did only to find out her ring was somehow stolen off the truck, which was a completete surprise to us because after more than a month and not a single telephone or email we had heard nothing. So as upset and disappointed as we were we asked what could we do. And we were helped and told we could a ring at the approximate value. So we went back and Lindsay after a month and half was aloud to pick out another’s one. So another say month goes buy and they give ME THE WRONG RING to propose with….which put an appsolute damper on that proposal. Finally they got us the right ring a few days later.

So what does have to do my interest payment? I’ll tell you, I didn’t have my ring to propose with for over two months and I had to pay my bill during this time. So I feel that’s two months without my ring and you had my money you sorta owe me interest. Anyways 2 and half months of waiting I think should be credited those to me sinse I had no product. This would be the right rhino to do. I hope kay jewelers would erase my 350 dollars interest for two months and do the right thing.

Thank Your Loyal customer

Jeffrey Moore

I bought a necklace and it broke 2 hours after I left the store. The manager offered to fix it (shouldn’t have to be messed with after 2 hours of owning it) … they replaced it but did not offer any sort of compensation for me having to come all the way back up to store. We live an hour away. I came back to pick up the new one (so now 3 trips) and had to wait over an hour to swap it. This is absolutely ridiculous.

We purchased an engagement ring (with the additional extended warrantee) in April, 2023. My fiancée wore it from July - Jan 2 when the entire mounting and diamond fell off. Thankfully I found the diamond and brought it right back to the store. After speaking to multiple salespeople that were not overly willing to assist, they informed me that they cannot repair it and that ring has been discontinued so it cant be replaced. After much persistance, all they could do was issue a credit but not for the warrantee.

That is totally unacceptable as the warrantee provided zero benefit and they could not honor the repair or replacement. They also could not live up to the mounting guarantee on the ring which states they will repair or replace the mount if it fails.

I would like a refund for this purchase as none of the guarantees were provided.

My wife lost a stone in her ring.last week.Went to store and was told it wasn't covered because of the times the ring wasn't checked twice a year...but we frequently shop at the Kay's in Greenwood Park Mall and she would have it cleaned and looked at more than twice a year but they never asked her for a phone number to log that it was seen...I'm very disappointed in your stores that don't operate properly that makes a consumer lose out on warranty issues...317.837.1748...purchased in 2018...Forrest Mark Smith...

So I get all my jewelry at Kay's necklaces rings, earrings, watches, etc. well my husband and I took his watch into Kays Jewelers in Terre Haute Indiana to get his dial fixed and they said something about replacing his wristband because it was under warranty and scratched up mind you it's a Movado watch a very expensive watch fine the MANAGER of all people told me 4 to 6 weeks. OK that's fine. Four weeks I called still wasn't in OK two weeks later would be the sixth week mark, well, the watch still wasn't in so the promised date was November 18. Let me say that again PROMISE date Was November 18 I called it still wasn't in their excuses because of the holidays. They are behind OK well you sent it in October so it should've been back in my eyes by December well she says it's gonna be another two weeks so I waited another two weeks and I called and guess what they still do not have my husband's watch. Don't sit there and tell me 4 to 6 weeks and then when the six week mark comes, tell me another two weeks so on so forth, and you guys can't even keep your promise date, don't make a promise date that you can't keep and sit there keep pushing and pushing and pushing off because of the holidays when we sent in back in October and here it is December 28 of 2023 and I still don't have my husband's watch back and they won't do anything about it. They haven't put a rush on it they haven't called about it when they did call about it. It was back in the beginning of November. They won't replace it they won't give me my money back. And yes, I do want a refund or new watch brand new, not refurbished why should I pay for it when I haven't had it for almost 3 months and now they're still pushing and pushing another two weeks another two weeks. No I want my husband's watch back fixed like you said it was gonna be a 4 to 6 week process. So this problem needs to be fixed. My husband has been without his watch for almost 3 months but they could care less because they have all these other customers. Well best believe when I get on Google and write them it's gonna be a negative 10 I take back all the good things I said about Kays and the manager and assistant manager. So no I do not recommend Kays Jewelers because they're fine with you one time and the next time. Oh look, I'm a make a promise to you guys and oh look you gotta wait another two months to get your watch back and it still not in. this problem needs to be resolved and the people working for key Jewelers. Never again why I shop there or will I ever tell anybody to.

I purchased two watches a Bulova two-toned Rose-Gold and Silver and Movado Bold Silver. Watches were sent off to be repaired and I was contacted nearly 8 months later to approve fixing them ($800). I disagreed with the dollar amount as it was very high.

I was out of town for 8 weeks for an academy training. I returned home to pick them up was informed they may be at corporate. Several times I called and redirected to wait. Corporate customer service needed to speak with them. I was informed to provide receipts as they couldn’t locate them in the system. The representative who assisted was discharged and no help could be offered. Three years later still no returned watches. Credit card stayed current new purchases made to display I’m not motivated for anything. Simply want my watches I paid for or reimburse what I paid. Traveled for the holidays a repurchased the same watch as it was no longer in stock. Truly dissatisfied with Kay’s Corporate and store level customer service. If my credit card was late I would have received numerous calls. Yet not one email or voicemail about my watches.

Recently my husband bought me a beautiful leo anniversary ring for our fifth-fifth wedding anniversary. With the cost of the ring and the lifetime warrantee it cost approximately two thousand nine hundred dollars. When I went to pick it up yesterday, the young man said there will be a sixty-four-dollar fee for sizing and a need for a second lifetime warrantee costing approximately another three hundred and forty dollars for repairs if there is damage to prongs etc. He also had me sign saying I did not want to pay for the second warrantee. When we purchased the ring, we were told the lifetime warrantee we purchased covered everything except loss of the ring, then were told no you have to buy a second lifetime warrantee, that was a shock since we already purchased one lifetime warrantee. Whenever we've bought jewelry, we've bought from kay's because we felt we were treated well but this policy of not disclosing the need for a second lifetime warrantee has been a hugh disappointment. We would like and explanation.

Sincerely

Rosemary leach,

[protected]@yahoo.com

[protected]

Placed a special order on Sunday October 15th 2023 still have not received a call that the item has came in and when I have tried to call several times and no one will answer the phone. Called 1-800 number lady tells me this order was placed out of a book and they where going to have to re order at the store we ordered this item off of a tablet on the Kay website in the store when we returned the other ring for this replacement.

What a bracelet for my husband for his birthday back in 1111 2022. Unfortunately I tried purchase a warranty that system is down. I went back to the store three times. System is down now.11 months later bracelet broke store company can’t help me. customer service suck they put compliant never response so I have this item that is not usable and I lost my money. I am very disappointed. All my jewelry is from here.

I broke a prong on my wedding ring and lost the big diamond. Took it to a Kays to have fixed. Took 3 weeks. I had it back less than 2 days and the same prong broke causing em to lose diamond again. Took back to Kays and it's now been 5 weeks. I called and they are still waiting on a diamond. Over 2 months for a ring that originally took 3 weeks! This is ridiculous. If they cannot fix it I should be given credit to purchase a new ring. It's less than 5 years old.

Received a gift from my partner for Christmas. It was a fox tail gold bracelet.

A tiny piece of the gold got a little dent in it, and we brought it in to see if they could get the dent out of it.

It was sent off for over a month then when we received it back finally they didn't even call us. We had to call them and see if it had gotten there yet. They said it is here.

It looked like complete garbage. It was all knotted up, and the workers could not even get it out of the knot It was in.

They sent it off again, and the bracelet is still completely garbage, and it does not have the movement nor shape prior to leaving it at the store the original first time.

We have spent well over $20,000 at this business and it is a shame that they attempt to fix something and make it look completely demolished and like trash.

Especially when it is a thousand dollar bracelet.

This service has negatively impacted my view of Kay and has made me question the quality of their jewelry and their repair work.

If you can't fix something, just say you can't fix it.

This has been months since the original drop off at the store date.

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

Unhappy Customer

Repair Number [protected]
Case Number [protected]
My ring has been in repair status for 2 months.
At the managers suggestion, I ordered a horseshoe for $700.
The ring was returned 2 sizes smaller without my permission for size reduction.
The ring was resent to repair for correction. It has been returned the same no change.
I have called customer service numerous times with no help.
Today, [protected], Jennifer from customer service forwarded me to an outside gas company and she states that there is no supervisor to help me, she works alone. What in the world is going on with your customer service department!
In addition, it appears that the top diamond has been switched.
Obviously, you cannot install a horseshoe correctly.
I want my ring back in good condition without the horseshoe.
I want my money refunded.
I want the original diamond put back into my ring.
Glenda Durham
[protected]

I have bought many items from Kay Jewelers in Sanford NC and just very disappointed in my gold necklace that has broken in the same place 3x. I was told that I can get the same one, or pay for an upgrade? How about you give me a new one with the upgrade due to the frustration of having to get it fixed 3x.

Then be told we can't fix it anymore.

Now let's talk about my silver diamond bracelet that keeps losing its shine. It became extremely dull looking and dark, brought it in to the store (Horner Blvd. Sanford NC) to be asked are you swimming with it? I said no don't own a pool. I don't go into chlorine at all. They sent it out to be redipped? It came back very shiny and now again getting dull. I paid good money for both of these items and feel like no one at your store cares. I have also bought very expensive wedding bands. I would like someone from corporate to call me on this. I am very upset that I cannot wear my necklace or my bracelet.

My husband purchased a one point 5 carat Neil Ln. diamond engagement ring for our 20th anniversary. Mind you we have been buying all of our jewelry from Kay jewelers since 2002 and purchase a warranty on everything that we can. I Heard, shaking in the diamonds on my ring, so I took it off and put it in my drawer cause I was leaving to travel the next day. I did not want to chance losing a diamond so at my earliest convenience after arriving back home, I took it to kay at the temecula Promenade mall when it was looked at under the microscope they found a chip in the diamond after looking at my warranty they said I was about a month late for my inspection so they would have to send my ring out to customer service to see if they were going to cover it. I got a call back about a month later and after playing phone tag with the manager and being told that I cannot leave a message that I just need to call back and I can only speak to her, I finally got a hold of her and she very blatantly told me they were not covering your diamond and I think it’s here let me check after about five minutes of looking she found it and I asked her did they fix anything else that it was brought in for and she told me no that I needed to come pick up the ring and then re-drop it off again for them to send it off for repairs. I was brushed off so easily, and after being such a loyal customer to kay jewelers for so many years, you would think that there would be a little more care and compassion in trying to figure out if we could do something about this situation instead she was just silent and I asked her if she had any response she said asked me what do you want me to say. I am so beyond frustrated that someone could spend $23,000 on some thing and be offered lunch and drinks while buy such a costly item and then when something goes wrong be thrown to the side.