Kay Jewelers
reviews and complaints

As someone who appreciates fine jewelry, I have had mixed experiences with Kay Jewelers. While some customers have praised the service and quality, others have expressed disappointment. One customer mentioned receiving poor quality jewelry and unsatisfactory customer service, highlighting the importance of thorough research before making a purchase. It's essential to consider all aspects of your buying experience to ensure you make an informed decision when choosing a jeweler.

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 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!

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...

Last friday, December 1st 2023, I went into the Cambridge Ohio store. I have been a customer of Kay Jewelers over 40 years, all the way back to when they were Rogers Jewelers and my grandmother was purchasing from them. My first piece of jewelry came from them.

I have never in my life been so humiliated, embarrassed and offended as I was last Friday. I had dropped off a chain and custom ring, both which have a lifetime extended warranties. The manager, Tiffany, had called me to tell me to come pick up my jewelry and they would not be dealing with me any further. This ring was compensation for a mother's ring I had taken to the store several years ago to have repaired and somehow had inadvertently been destroyed. This manager, Tiffany, was the one who had handled the original transaction and evidently there is some negative feeling on her part in assuming because when I went into the store to follow up on the phone call to pick up my jewelry, she began referring to that situation and making the most outrageous defamatory statements I've ever heard from what is supposed to be a professional. She immediately said that she was not going to allow me to take advantage of Kay's and that I was a criminal, a liar and that she had sent my "mugshot" and those were her words, over corporate. I was floored. She went on to say that she knows all about me and she made sure that corporate does as well and that the company as a whole was "done with me"! She said they would not honor the warranties and continued to assassinate my character in the middle of the store in front of other employees and customers. I don't know if this woman has mental issues or if she was on some type of chemical that caused this behavior but I have literally never in my entire 51 years of life, been treated like this by someone who was supposed to be operating in a professional capacity.

I left the store and immediately typed an email to the representative at Kay Jewelers who had worked with me in creating the custom piece originally, Kaitlyn. She reached out to me the following day and expressed her disappointment and apologies for the way Tiffany behaved and assured me that this would be forwarded to the appropriate Dldepartment to handle. Kaitlyn is extremely professional and an asset to Kay Jewelers; she has been clear with me however, that she cannot ensure that this is dealt with only that she has passed on the information. It has been nearly a week and noone has reached out to me even though I have insisted that I need to speak with someone who can assure me that this manager has been dealt with appropriately. The only person who seems to care about this is Kaitlyn, and she has no ability to deal with anything other than repairs. It's disgusting to me but it appears at this point that Kay Jewelers has no issue with this type of defamation and mistreatment of loyal, lifelong customers. Myself and my family going back generations have been loyal customers of this company and it's appalling to me that someone didn't reach out to me immediately and that this woman was not swiftly dealt with. To behave this way in itself is disgusting but to do so to an undeserving, innocent person and to do it in front of customers and other employees is so unacceptable I don't even have words for it but here we are an entire week later and evidently Kay Jewelers supports this behavior because they have not bothered to say a single word or make a single apology to me! This manager, Tiffany, is a loose canon and should not be permitted by Kay Jewelers to continue in a professional capacity after behaving in such an unhinged and absolutely appaling manner towards a customer. I was genuinely hoping that Kay's would address and deal with this and I could leave it there but it doesn't look like that's going to happen so it's time I consider my next steps and how far I'm going to have to take this to get justice.

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.

Back on November 1, 2021, I Bought a ring from Kays Jewelry in Merryville, IN it was supposed to be to celebrate my husbands and my 48th anniversary. Since my husband died in Sept 2021, I bought the ring as a reminder to me of my husband's promise. The ring I bought was worth $4822.54 which I have sent pictures of. I had the ring about 2 1/2 maybe 3 months when one of the diamonds fell out. I did not wear the ring that often and I took the ring back to the Kay Jewelries in Valparaiso IN because it was closer than Merryville. I was wanting to replace the diamond but was told it could not be done because of the size of the diamond so I told the sales Rep a lady I did not want the ring and wished to return it she told me that the guarantee was over, and I could not return it that I had to buy something that was of equal value to the first ring. I told her I did not wish to buy another ring and I was very very upset by then and tried to explain to her what the ring meant to me, but she insisted that I could not outright return the ring. The sales rep showed me other rings, but I was not satisfied with any of them but since I was being forced to buying something else, I picked out something I really did not want that was supposed to the same value as the first ring. I left the store crying. I have sent photos of both rings; I have recently learned that since the ring has not been paid off as of last month Sept 2023 that they can start charging me over again for the original price if the ring the $4822.54. I never missed or been late on a payment. Apparently, your sales lady did not explain this to me because she was too busy trying to cheat me. I recently went onto your website and found the second pair of rings she sold me and found the value of the rings is only $1999.00 your saleslady lied to me about the value of the second pair of rings. and took advantage of a grieving widow. As I see it you owe me $500.00 or more. So, I do not intend to pay another penny on these rings. You can take me to court and try to sue me, but I do believe I have enough proof of the fraud your sales rep pulled on me and I will countersue Thank you Mrs

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.

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]