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2.0 366 Reviews

Kay Jewelers Complaints Summary

87 Resolved
278 Unresolved
Our verdict: When using services from Kay Jewelers with a poor resolution rate, be vigilant. Understand the common pitfalls other customers have faced. Prepare thoroughly for any interactions with their customer service, and consider alternative solutions if your issues are not addressed satisfactorily.
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Kay Jewelers reviews & complaints 366

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2:59 am EDT
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Kay Jewelers I am very upset

My husband purchased a 2 carat ring it took two weeks for us to get the ring back from it being sized .We picked the ring up a day before we got married, as soon as I got home I tried the ring on my finger and a diamond came out. The next day was our wedding and they fixed the ring. Then the diamond came out the very next day for $3, 000 I think that the diamonds should not have came out so fast. So I had to wait a week to get the ring back. When I got it back I wore it for two days then noticed the ring was turning yellow. I don't think it was worth all the money!

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chevyboy
Yakima, US
Feb 06, 2009 4:44 pm EST

I cant believe that the person that wrote this complaint would think that the montary amount of the ring would actually matter to whether or not the gems should stay in place or fall out any easier. What a stupid remark to make. I do believe that Kay should have done a better job of making sure that the gems were in place. It would have been in their benefit to do so, if the customer purchased the lifetime agreement on the ring, and to ensure that they keep the customer happy. I am a customer of Kay Jewelers and have been happy with the service and salespeople. I would recommend Kay Jewelers to anyone purchasing jewelery to do so through them.

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12:13 pm EDT
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Kay Jewelers they are the worst

I went to Kay's to buy a pair of small diamond stud earrings and the salesman there was sooooo pushy. He tried to get me to buy larger diamond when I kept telling him no.

Well, I purchased earrings and then changed my mind and returned them to the store within their specified return policy. I was there for an hour as the incompetent salesperson tested the diamond. She then told me that I would have to come back when a manager was there because there tester was not working. I do not live close to the store and this would have inconvenienced me. She then told me that a manager was on lunch and would be back in about 45 minutes. I asked her to call him or any other manager of any Kay's store that could assist me in getting my money back. She told me he did not have a cell phone. That was not true. The manager shows up about 20 minutes later in a white t-shirt & shorts. Very unprofessional! He puts the diamonds under the scope and tests them and eventually gives me my money back.

I have had nothing but bad experiences with this company and in testing the diamond they sold me it was obvious that it did not test well because they sell such lousy diamonds.

I suggest never ever going to them.

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mrskmiller
, US
May 16, 2011 4:28 am EDT

We just bought our wedding rings from Kay Jewelers in Oklahoma City, OK. The service upon buying the rings was wonderful. When picking them up, the staff was rude and unhelpful. We have had our wedding rings for 3 days and they are already beaten up and scratched all to hell. We don't do anything besides mainly stay at home and I take my ring off at work. So how the hell does this happen to something supposedly real? Not this easy anyways. We spent 800 on the rings & warranties. I would definatly not recommend this place to anyone wanting fine jewelry. I'm getting my refund and taking my business elsewhere. If you value your money's worth, I'd advise you to do the same.

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StarMagnolia
, US
May 05, 2011 4:14 pm EDT

I bought my granddaughter, for her 16th birthday, the bracelet like Pandora's bracelet. In three short months, it broke and it was not abused. Tried to take it back and Rebecca, the "manager" refused to make the bracelet "good" - in fact, she did not even recognize the store's own merchandise and provided NO CUSTOMER SERVICE!

Their television commercials look great but DO NOT PURCHASE FROM THIS STORE. THEIR PRODUCTS ARE SUBPAR AND CUSTOMER SERVICE IS EVEN LESS.

Jane Seymour should NOT have her good name associated with this company!

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e.d.
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Nov 22, 2008 12:19 am EST

most of the time the diamond testers take some getting used to in order for them to work right and maybe your associate was new and didnt know how to use it. the cell phone excuse could have been because it was their day off which is obviously what happened because of your t shirt and shorts description. they were professional enough to help you on their day off. mmmm, sounds like they tried to give you customer service even though their associate didnt know how.

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Lawrence
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Aug 09, 2008 11:34 pm EDT

As a former employee of Kay Jewelers (and don't think I'm going to argue with you on your complaint because I'm not) I feel as though I should share this information:

It is a kind of a gray area as far as returns go. I believe it is company policy for only Management to process refunds (generally only 3 people per store except Jared); and there will always be at least one of those people there. However, my manager allowed any associate who knew how to process the return to do so. So there would've undoubtedly been someone there who could've given you your refund.

The diamond testers will usually stop functioning a few months into use. So it is possible the thing wasn't working, but, there are usually 3+ diamond testers in the store. So that was a lame excuse.

Of course the manager had/has a cell phone so that was just a terrible line. Don't really know what else to say about that.

As far as the manager coming in wearing shorts and a t-shirt, it could've been his day off (managers get only one per week). So maybe he was just coming into the store for something else when you happened to be there. I also think this may have been the case because a lot of people in the company are somewhat strict about the dresscode. But, who knows.

For you and any other customers of Kay Jewelers or potential customers...DO NOT shop there, find a smaller independent jewelry store where you may pay 10% more and may not have the service plan or warranty but you get so much more in terms of quality of merchandise (don't even get me started on how they scam you there) and in general customer service. An independent jewelry store will be more concerned with your happiness rather than their bottom line.

We were always told to push the higher priced items and to do anything to try and avoid a return. This may seem pretty basic for a chain retailer but you never really think about it until you experience it as a customer or employee.

All of that having been said, there really are some good managers and associates in that, or any chain retailer. I can honestly say that from what I experienced my manager did seem to care quite a bit about his customers; but it's like I said the only thing that really matters to them at the end of the day is the bottom line; unfortunately.

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3:06 am EDT
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Kay Jewelers don't buy from them

In 1996, my Mother and her new husband, both 80 years old, bought a $5000, 1 carat ring. Both have passed away and I inherited the ring. With money being tight, and the fact that I don't wear jewellery, I decided to take the ring to a jewellery store to sell it.

When I did, the jewellers informed me of a big black spot in the diamond. One even commented that they would never sell something like that in their store. They said it was worthless with that flaw.

I know her new husband would never have bought anything he knew was flawed! That's the kind of person he was; extremely frugal.

Kay deserves to be boycotted and I hope more & more people find out about them.

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Ergy
, US
Jan 25, 2011 12:14 pm EST

I have never purchased from Kay's before. I recently bought my mom a ring for her birthday. It fell apart within a month. All the black diamonds fell out and the ring was falling apart (literally). My mom also purchased me a ring for Christmas and within two weeks of wearing it (and i never wore it to wash dishes or shower and I do not do a lot of anything. I'm a college student I study) a jem fell out on a ring that cost around $400. TERRIBLE. DO NOT PURCHASE FROM KAYS or your jewelry will fall apart. I've read some of the other complaints and they are very similar. I spoke with customer service told them how unhappy i was with the product and because it was 2 days past the refund date (even though it took them 3 weeks to resize it) they refused to refund the ring I bought my mother. I also told customer service that the quality of the products were poor and that someone needed to be told and asked to speak with someone higher up and I was told that she was as high as I could speak with so if they continue to have bad products I will continue to try to get the message out that they are ripping off consumers and it is uncalled for to have such poor quality. I could have bought a ring that lasted longer for $10 at Walmart.

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Michelle
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Dec 01, 2008 2:49 pm EST

Do you realize that diamonds are made up of 99.9% carbon and being a 1 ct. it's hard to NOT have natural birthmarks in the diamond? Maybe he should have gotten a diamond "professional" like yourself to scope out the diamond before he bought it or looked at it under a microscope.

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Lawrence
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Aug 09, 2008 11:41 pm EDT

I am a former employee of Kay Jewelers. I grew up in the Jewelry industry (my family has been in it for 110+ years). Anyway...almost every diamond you will come across will be flawed. That having been said, yes, Kay Jewelers does present their jewelry to be very high quality when in fact it is not. I could write a rather long essay on this but I don't really feel like it. My advice to anyone, regular or potential customers, is to not shop at Kay Jewelers or any other chain jewelry store and to find a nice independent jeweler. Far better quality and customer service.

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5:50 am EDT
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Kay Jewelers wrong name on check

I purchased a ring with Kay jewellers and they put the wrong name on the check now they say they have no record of me buying the ring to being with the crooks Now I’m out close to three hundred dollars Because these people cant get their records right the return has my name signed on it and some else’s name they are nothing but a bunch of crooks who cant find the info on the cpu to being with plus when you buy with cash you should get the cash back we don’t wait and pay them when feel like it or send them a check to someone else’s name like another jewellers name. duh hello get your stuff right easer old coasters and update your info you crooks.

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e.d.
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Nov 21, 2008 11:52 pm EST

first, did you check your receipt for the refund before you left the store? second, if the store hasnt taken any cash in during the course of the day, they can't give you what they don't have and have to do a mailed check from the home office. 99% of the customers that come in to the store don't use cash but use credit. i'm not sure what you mean about the wrong name on the check but they would have given you a copy of the receipt and it's your responsibility to check it for correctness.

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12:00 am EDT
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Kay Jewelers think twice before buying something from kay jewelers

Kay Jewelers
846 Briarwood Cir
Ann Arbor, MI 48108
[protected]

This Holiday season, don't shop at Kay Jewelers.

Their slogan is 'Every Kiss Begins With Kay'. It should be 'Every Kiss That Begins With Kay Ends In Tears'. They destroyed my wife's treasured watch and she was only trying to get a battery changed.

Please, think twice before buying something from Kay Jewelers.

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WendyM
Lakeland , US
Mar 25, 2010 5:48 pm EDT
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Me and my husband purchased a bridal set within the year 2007 and also a wedding band for my husband. We paid the EXTRA for the lifetime warranty for each of the rings. We have had to return his wedding band to get it fixed because the diamonds kept falling out. We have returned it over 6 times! The last time they sent it to the corporate head quarters to be fixed. We got the ring back everything was fine. We have been taking our rings to get cleaned when we can. We don't live close to a Kay's at all so we don't go very often. Last week we noticed that a diamond yet again had fallen out of his ring! I took it to Kays and they looked at our account and we hadn't had a inspection done in 8 months on his ring. They said that it would cost $400.00 or more to replace it. The thing is I NEVER heard that the 6 month inspection was MANDATORY! Every time we have ever gone into Kays they have said "Remember you get a free cleaning an inspection for your rings every 6 months." NOT "You get a free cleaning and inspection every 6 months in order to keep your warranty up to date." Just another way for them to make money! So to everyone make sure you get your "free" inspection EVERY 6 MONTHS!

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Regina Fobbs
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Apr 17, 2008 10:24 am EDT

I bought a bridal set and some diamond earrings From Kay Jewelers in Northwood Mall in Ohio on April 21 2007 there warranty states for me to bring the items in every 6 months for inspection and the diamonds would be replaced free of charge. So i take them in to be inspection in October of 2007 they cleaned them and inspected them. they also did this in june of 2007 to have them resized and soder together So i go back April 16 2008 and i lost a diamond out of my ring and they state they have no record of me having my last inspection and tell me i will have to pay for the diamond to be replaced . I have bought many items from this company and i fill the should go buy there Policy and replace the diamond free of charge. as their policy states . They didnt get me a stamp stating i was in there in October and state they have no record of this but they have all the other records of me buying all there items they sold me but when it comes down to them replacing a diamond they have a problem can you please help me get my diamond replaced.

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Dwayne Adderley
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Feb 02, 2008 5:37 pm EST

I bought my wedding rings from Kays in Pembroke Pines,FL. November of 2007 I decided to settle my account in full due to some questionable billing issues. In Jan. of 2008 I recieved calls from the store manager claiming that the bank certified check I gave them never made it to their bank and that they will need another check. I called Kays Corporate and they confirmed I had a "0" balance which they confirmed by sending a statement (always get it in writing). Here we are in Feb. 2008 and Kays sends ne a bill for $2300+ (the amount of the payoff) because the store manager "lost" the check on Nov. 14th. When confronted he informed me that it was not his problem and that the possible damage to my credit score was "my problem". Why wasnt there an investigation as to the missing deposit that he claims he made? Why is he still in a position of athourity after losing such a large amount? Why must I now fight to protect my FICO score after paying off an acount more than a year early? DO NOT SHOP AT KAYS!

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carlos meancho
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Dec 05, 2007 4:49 pm EST

I went to kays to shop a gift for my girlfriend but instead I was treated like I was a criminal.

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12:00 am EDT
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Kay Jewelers stay away from kay jewelers!

KAY JEWELERS / COLUMBIA, MO. PRODUCT: WATCH BATTERIES.

On 05/10/06, I purchased and had installed, two watch batteries from Kay Jewelers (Columbia Mall, Bernadette Rd. Columbia, Mo.). The cost was $12.95 per battery which came with a "Lifetime Battery Warranty" clearly stated on the receipt, which I still have. I was told at the time of purchase that by paying a little more for the batteries (batteries usually cost about $9.98) they would be replaced, by Kay Jewelers, at no charge, for the lifetime of the watch.

On 06/05/07, I went into Kay Jewelers to have one of the batteries replaced (since then both batteries are dead) and they refused to honor the contract. First, I was told by some woman identifying herself as "Joanie", that they didn't have the tools to put batteries in my watch. I pointed out to her that they had the tools when they put the batteries in a year ago. Then she said that they would not put the battery in my watch because I didn't buy the watches at Kay. When I bought the batteries, purchasing the watches at Kay was never even mentioned as a criteria for the repair contract. She was shown the receipt and I told her that Kay was contractually responsible for putting batteries in my watch. I have a contract with Kay Jewelers for a lifetime of batteries for each watch. I want the contract honored by Kay.

I contacted the BBB in St. Louis Missouri who took approximately two months to tell me that my complaint was not in their jurisdiction and it had been sent along to Akron, Ohio, the headquarters of Kay. To date, I have received one letter from Akron telling me that Kay is not responding. No surprise there kiddies.

In the meantime, I emailed my complaint directly to Kay who has not responded.

Its been almost two months since this began. I have read the other complaints regarding Kay and I feel very lucky it was just a couple of watch batteries and not some priceless heirloom that they destroyed or lost.

Barbara P
Columbia, Mo.

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Eddie Teague
, US
Jan 08, 2024 3:10 am EST
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Sales person sold me the wrong birthstone jem even after I told her which month she had to know it was wrong that is her job to know. Pretty much ruined Christmas for my wife and she still has no Christmas present having to wait 3 weeks to get it back. I will never ever buy from kay again. This happened on 12/01/2023 at 6:17 pm

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TippBoy
San Antonio, US
Sep 09, 2023 12:35 pm EDT

We came in for Fix a modem problem in the store, and there was Discrimination and Profiling against technicians in store.

Maria Angelica Gongora and Othe worker With Her 8/30/2023 at Ingram location

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Mike Dugan
, US
Jun 17, 2023 4:08 pm EDT
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Sent bracelet in for repair at monaca pa kays jewelers. After 2 weeks call saying it cannot be repaired and will not replace without paying an additional 800$

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Wyoming Mom
Wyoming, US
Apr 03, 2023 12:39 am EDT
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My husband was a regular purchaser of jewelry for me from your Oakley store and Kenwood locations. I had a professional relationship with a salesperson who lived in the Wyoming community. Instead of giving my husband the rewards he accumulated (gemstones), the salesperson presented them to me as if they were gifts from his family.

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Tiffany Solter
, US
Dec 19, 2022 1:24 pm EST

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

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NormaNotHappy
, US
May 18, 2019 8:45 am EDT

I purchased a mother's day gift online. Order canceled twice. Transfer order canceled twice. Called corporate and they were rude and inconsiderate wanted to only offer me a $60 credit for all the issues I've encountered. They couldn't make it right to get my order before mother's day which is unacceptable! Worst experience ever with this store!

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spiralsands
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Jun 25, 2008 8:24 am EDT

I had the same problem with Jared's. I brought two watches in for new batteries and they gave me the lifetime battery contract. The first three replacements I had no problem. Then I guess they got sick of me or something for actually using my service that I paid for and tried to tell me that my daughter's watch was not purchased at their store so it was ineligible. Tough luck Jared's. I asked for the manager and after a little searching in the computer, they relented and put a new battery in.

Kay Jewelers In-depth Review

Product Range and Quality:

Kay Jewelers offers a wide variety of jewelry options, ensuring there is something for everyone. From stunning diamond rings to elegant necklaces and bracelets, their collection is diverse and impressive. The quality of materials used in their products is exceptional, guaranteeing long-lasting beauty and durability. Additionally, Kay Jewelers caters to different budgets, with a range of price points available, making it easy to find the perfect piece without breaking the bank.

Customer Service:

The customer service representatives at Kay Jewelers are highly responsive and helpful. Whether you have a question about a specific product or need assistance in selecting the right jewelry piece, they are always ready to provide guidance and support. Contacting customer service is a breeze, with multiple channels available for communication. Their dedication to ensuring customer satisfaction sets them apart.

Online Shopping Experience:

Kay Jewelers' website is user-friendly, making the online shopping experience enjoyable and convenient. Detailed product information and high-quality images are readily available, allowing customers to make informed decisions. Navigating through different categories and filters is a breeze, ensuring a seamless browsing experience.

Shipping and Delivery:

Kay Jewelers prides itself on timely delivery. Orders are shipped promptly, and the packaging quality ensures safe transportation of the jewelry. Customers have the option to track their orders and receive updates, providing peace of mind throughout the delivery process.

Return and Exchange Policy:

The return and exchange policy at Kay Jewelers is clear and fair. Initiating returns or exchanges is hassle-free, and the process is efficient. Customers can expect a speedy resolution to their requests, ensuring a positive experience even in the rare event of needing to return or exchange a product.

Pricing and Value for Money:

Kay Jewelers offers competitive prices compared to other jewelers, making their products accessible to a wide range of customers. The perceived value for money is high, as their products are of exceptional quality. Additionally, they frequently offer discounts, promotions, and loyalty programs, further enhancing the value customers receive.

Reputation and Trustworthiness:

Kay Jewelers has an excellent reputation in the industry, known for their commitment to quality and customer satisfaction. Customer reviews and ratings reflect the trustworthiness of the company, with many customers expressing their satisfaction with their purchases. The company maintains transparency in their business practices and policies, further solidifying their reputation.

Customization and Personalization:

Kay Jewelers offers options for customizing jewelry pieces, allowing customers to create unique and personalized designs. Whether it's engraving a special message or adding personal touches, they are flexible in accommodating specific requests. This level of customization adds a personal and sentimental touch to their products.

In-Store Experience:

If applicable, Kay Jewelers' physical stores provide a clean and inviting ambiance. The in-store staff is knowledgeable and helpful, providing expert advice and assistance. Additional services like resizing or repairs are also available, ensuring a comprehensive and satisfying in-store experience.

Social Responsibility and Sustainability:

Kay Jewelers is committed to promoting ethical sourcing of materials. They make efforts to ensure that their products are sourced responsibly, supporting fair trade and sustainable practices. The company also takes initiatives to reduce their environmental impact, contributing to a greener future. Furthermore, they actively participate in charitable and community-based activities, demonstrating their commitment to making a positive difference.

Overall Satisfaction:

Based on personal experience, Kay Jewelers receives a high overall rating. The exceptional product range, quality, and customer service contribute to a satisfying shopping experience. The likelihood of recommending the business to others is high, as they consistently deliver on their promises. In summary, Kay Jewelers is a reputable and trustworthy jeweler that offers a wide range of high-quality products, exceptional customer service, and a seamless online shopping experience.

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Phone number

+1 (800) 527-8029

Website

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