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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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1:17 pm EDT

Kay Jewelers dishonesty

If the customer satisfaction rating scale would have negative values, I would definitely use it.

I cannot judge the quality of the jewelry, because I never purchased a piece from this store. I can definitely render an opinion about the quality of the service in WICHITA, KS Town East store, which is not satisfactory.

I was going to buy small necklace in white gold, which the store didn’t have in stock. They promised me to get it and call me within few days. 2 weeks later and after no call, I have decided to go to the store. The female staff member, who promised to get the necklace for me pretended she doesn’t see me. When I was standing at the showcase for quite some time, different male staff came and offered help. I explained my situation; he consulted the female staff and told that the necklace was sent to Belden Jewelers by mistake. I just need to go there and the store manager has it for me. So there I was, 20 minutes later, marching to different store. I asked for the store manager, who was not available, but should be back in few minutes. 15 minutes later, he was still not available and nobody could tell me when he will be. They were able to tell me, that there was no necklace sent to their store. At that time, I felt like Kay’s frankly lied to me and sent me for a wild goose chase. I went back to Kay’s. Again after waiting, I did politely express my dissatisfaction with their service. The male staff offer no apology or “How can we fix it?” He did have more and more excuses ready and was unable to assume any responsibility for poor service. Politely, I stated that I will not be using their store in the future. As I was leaving, he celled at me across the store, and wished me “HAVE A GREAT LIFE!”

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JustBusiness
Wichita, US
Aug 25, 2010 1:05 am EDT

You should have marched back to get his name and filed a formal complaint. I live in Wichita also and have the same problems with them. I bought a 3 carat ring from them with nothing but horrible service and i figured after spending almost $12k on a ring that i would be treated better.

Sent the ring to be sized 4 times and took a month EACH TIME for the SAME SIZE! The jeweler is in KC and is terrible. Rhodium plating doesnt last 2 weeks before it wears off and the ring goes yellow. I wanted 4 real pink diamonds and they never called back when the "ordered" them. I cut my losses and went down the mall to Helzbergs. They sized the ring, placed the pink diamonds (that i bought from them for $7k less than Kay), in less than 7 days and it looks great. .Never go to Kay again.. go to Helzberg Diamonds in Towne West and ask for Lynn, she will treat you right.

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8:03 pm EDT
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Kay Jewelers consumer fraud

My husband purchased a 1-carat diamond engagement ring set in platinum in 2007. In late March/early April 2010 I took the ring into our local Kay Jewelers store to have it repaired. When it was returned two weeks later, we discovered it was no longer platinum, but white gold. Both the store and company seem to have no records of previous metal type. When we first contacted the store from which we bought the ring, they told us that it was just marked down wrong on the receipts and records. The assistant manager claimed she had personal notes about our order, and insisted it WAS supposed to be platinum. She told us this several times. After talking with headquarters however, she changed her story and claimed she had never spoken to us before, and had no personal records of any kind.

A manager with the company did discover a difference in information on the documents. Some said the ring was set in yellow gold while others said white gold. After further inspection, we found out that the I.G.I. Certification code on our diamond did not match the code on our certification papers that were given to us at time of purchase. We were given the wrong diamond, but it is poorer quality and worth less than the one we chose at the store in 2007. Because we have the wrong certification papers, we have no proof the diamond in our ring is actually ours and would not be covered if lost or damaged. The date on the I.G.I certification paper states that paperwork was re-issued after we purchased our ring, so the store clearly knew there was a mistake made, yet we were never informed. The ring has also been inspected twice a year, every year, since we purchased the ring, and not once was the mistake detected. (Or at least, we were never informed.)

After calling for days and leaving endless voicemail messages, I got in touch with a woman who acts as though she could care less about our problem. First they offer us $500 for the difference in diamond price, plus another $100 for all the trouble we've been through. (Meanwhile, it took me almost two weeks just to get a supervisor to call me back. I called them and left messages at least once a day, everyday.) Then the highest supervisor there said their final offer was to either give us a new diamond, or give us a partial refund (And then the other half would be given to us in another piece of jewelry from their store). Please tell me why I would want anything else from them? We bought the current ring by trading in a smaller diamond, so they claim they can't give us a full refund.

This isn't the product we picked out and paid for. We want a full refund, because there is no way for them to get us the exact diamond we picked out, not even taking into consideration the problem with the platinum/white gold band. The supervisors were extremely rude and belittling, even going as far as saying that if I didn't even know the IGI code on the diamond was wrong, how were they supposed to know? (The code can only be seen with a high powered microscope.)

This problem is the result of several BIG mistakes. We feel that the company has deceived us, and are trying to cover up their multiple mistakes with lie after lie. As long as I have this ring, I'm stuck going back to Kay's for inspections, cleanings, and repairs. I DO NOT TRUST THEM!

I'm at a loss of what to do. It's not like I'm trying to get a new ring out of this. I want the diamond and band we picked out and paid for 3 years ago. I can't look at it now without getting upset. I contacted the Better Business Bureau and our state's Attorney General, but I'm afraid nothing will ever come of this. I also wrote a certified, restricted delivery letter to the CEO, but who knows whether he'll actually read it or care.

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6:16 pm EDT
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Kay Jewelers kay jewelers doesn't like customers

Kay Jewelers doesn't understand customer service. In today's internet economy where people have thousands of choices on where to shop, you would think companies would be on the lookout for ways to be cooperative with their customers - but NOT KAY!

I purchased a watch for my wife as an anniversary gift. To be fair, it is a nice Movado and I felt Kay offered it at a good price as I had done some shopping around. Although my wife liked the watch, she decided that she would like to get a different gift instead. The receipt had Kay's return policy printed on it which says you have 60 days to return your purchase for a refund. (Further down, it mentions the different 30 day 'watch return policy'). Well, like most consumers, I didn't read all of the fine print, only the part at the top which says I had 60 days (my fault!)

I entered the store on day 32 and was told it was past the 30 day 'watch' return policy. I calmly suggested to the store manager that the first line in the return policy said I have 60 days to return my purchase. It was then she pointed out that 'watch' return policy is written further down! I asked why they print that I have 60 days on a watch receipt? She didn't know but instructed me to call customer care (funny that they call it that) as she didn't have the authority to override the policy.

So, this is where it gets really bad. I called and spoke with Jim. I once again told him my sad tale of how I misunderstood the return policy because it says, right at the top, that I had 60 days to return my purchase. (As long as it is not a watch!) Jim pointed out rather rudely that I needed to read the whole thing. DUH. I know that now but, surely on day 32, you can make an exception? Nope. "But, Jim, you printed on my watch receipt that I had 60 days to return my purchase, why would I read further than that? Why should I assume that the 'watch' return policy is specified down further? So, since this is just a clear misunderstanding, and because you value me as a customer, and it is only day 32, you can make an exception, right?" Nope, Nope, double Nope. Oh, almost forgot...Kay has another policy that they will not escalate customer complaints to a supervisor. Never. Nope.

Apparently, Kay would rather I keep a watch that I don't want and NEVER, EVER shop in their store again than make a 2 day exception to a return policy that was misleading. Huh. I will also post this review EVERYWHERE that I can find to keep others from shopping there. Hey Jim, if your supervisor reads this, he would probably applaud you for a job well done. But, if I am the owners of Kay, I think maybe I wish we could have excused the 2 days. Will I ever shop at Kay? Nope. Nope. Triple Nope.

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kaysucks
Plantation, US
Dec 29, 2011 6:45 pm EST
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I tried retuning a movado today. at Kay in Broward Mall Ft. lauderdale. I was withing the 30 day return period and still got denied a return. Supposindly it was "worn" and resized. Heck they offered to resize it! What a scam. they just want to keep the commision at all costs. Im warning everyone not to buy any watches there again!

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angrycustomercarol
Lombard, US
Dec 01, 2011 10:48 pm EST
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My boyfriend bought me a leo diamond ring from Kay's. Please note the extended warranty was also purchased. I found that a stone was defective and they refused to even talk to me at the store, the manager walked away as he shouted call customer service. I am a reasonable person and called the Gem Institute that certified the stone to begin with and they were more than happy to re-evaluate it. Kay Jewelers declined. I highly recommend that people shop else where! Investigate the jewelry store before making a purchase. Unfortunately for us it is too late.

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thetruthhurts.
Lexington, US
Nov 19, 2010 5:26 pm EST

That's the problem, nowadays. No one wants to be held accountable for their own actions. Everyone expects an exception to be made.
So it is the jewelry store's fault that you didn't read your receipt?
Do you know how many people call every day and ask for a break because its just '2 days', or '5 days' or 'a week' or 'two weeks' past the policy? So where do you draw the line? It's not fair to other customers if they take back your merchandise just because you're angry and feel like the world owes you something.

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3:46 pm EDT
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Kay Jewelers I will never go there again

OK I used to love Kays...however that quickly changed rings and chains I have from there they are great not the best but I love them however the bracelet I got from there has fallen off 3 times because of the crappy lobster claw clasp which is supposed to be the best. They did however replace it but then the next one only 2 weeks old and the clasp broke..couldn't find it after I lost it..got no simpathy what so ever..they tried to say they didn't replace lost jewelry I was like what you replaced it once and it broke not even 2 weeks later and they said I should of got it repaired. HOW WAS I SUPPOSED TO GET IT REPAIRED WHEN IT FELL OFF I COULDNT FIND IT..and trust me this was not the cheapest one they owned..my boyfriend spent alot on my bracelet and now its gone and it hasn't been a year..its currently august I got it last December..the first time it broke was JAN. one month after..found it got it repairs..then broke again in MAY couldn't find it [censor]ed till they replaced it..2 weeks later broke..like I understand they can't keep affording to replace it but what about me and my boyfriend we arn't rich as it is and now I have a warrenty on a bracelet I don't even have and they won't go anything! I will never go there. My friend has had a similar one from Zales for more than a year..proabably like 3 or 4 years and has never had an issue you bet I will never be going to Kays again..and then had the nerve that they hope they could continue in the future giving me the service I deserve..so what I deserve piece of ### service thanks Kays ... I will show you where you can shove your wonderful service.

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CustomerIsNOTAlwaysRight
Milford, US
Oct 26, 2011 8:06 pm EDT

You get what you pay for, if you buy a $60 sterling silver bracelet, do you expect it to last as though it's a $2000 one?!? Next time have your BF step his game up! Lastly, if everyone walked into a jewelry store and expected that store to replace their lost jewelry, they'd be out of business, then you'd complain they were outta business. You just can't please some people.

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1:53 pm EDT
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Kay Jewelers lost gold diamond pendant

Taken broken necklace with gold diamond pendant to get repaired. Went to pick it up on due date of repair, no one called. The chain was fixed but the pendant missing. Offered me the necklace refuse to take it without the pendant, which can not be taken off the chain unless it is broken, it won't fix over the ends. Missing sent 2/16/2010 until now 3/20/2010. No one called me ever i am the one that has to keep going to the store asking.Poor customer service on not keeping informed or offering me a new pendant instead saying they are looking for it.

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LC Joyce
, US
Oct 29, 2022 9:31 pm EDT

Its interesting how ALL these complaints about Kay Jewelers says resolved, but not one reviewer comes back to say this. A fter reading through 25 complaints, I know I won't be EVER giving Kay Jewelers my business. So what if they are resolved? Do you really want to go through all these problems with a piece of jewelry? I don't! Shop Local people!

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11:03 am EDT
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Kay Jewelers switch stones

The ring that was purchased on November 8th, 2008 was 1.5 carat total weight. This weight included nine diamonds: one center and four supporting. This ring was picked up at the end of November 2008. After receiving this ring two months later in February 2009 I had to take it in because it had 4 loose supporting stones. After 2 weeks it returned. Another two months went by and the same stones were loose yet again. This process happened 5 times in less than a year.

The fourth time the ring was sent out it was to be “dipped” and the four stones to be reset. After receiving the ring back, I immediately took it to a private Jeweler to make a matching wedding band. The owner, noticed that the same four supporting stones were loose and the center diamond was set on a tilt. He told me the only way to fix the supporting stones was to have the ring rechanneled, which is a fairly easy process he stated.

I then took the ring back to Kay Jewelers to have the center diamond set straight and the four supporting diamonds reset correctly and I told them how to fix it according to the other jeweler. The store manager, stated that she would have the manager at the jeweler they send it to look at it personally. After another two weeks I received this ring and noticed that the ring was not rechanneled, but six of the supporting diamonds looked almost half the size and way darker in color. After asking the manager if the Diamonds were replaced, she stated they had to be in order for all the supporting diamonds to fit properly.

Furious, I took this ring immediately to the private Jeweler and had him look at the diamonds. He stated that the supporting diamonds were darker in color and way smaller. After he measured the diamonds it turned out that the total weight of this ring was now 1.3 carats which is way less then my original purchase. I had a wedding band custom made to match the original size diamonds, and now the two rings will not match.

After talking with customer service from Kay Jewelers they stated there was no record of them changing out the stones and there was nothing they could do. This ring is now .2 carats smaller than my original purchase and is not the same ring that I purchased originally. This has happened too many times that I saw on the complaint list from Kays. Do not shop there if you want good service and good quality. Ask them to measure each diamond in front of you and it is normal practice for a retail jeweler that they can sell a 1.5 carat ring when it is only 1.3 carats. This would be a felony theft charge in the real world. What Happened !?

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4:47 am EDT
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Kay Jewelers terrible customer service

I purchased an Jane Alexander open heart necklace for $149.99 from Kay Jewelers at White Marsh Mall in Baltimore, MD. The oyster clasp was so small I had trouble getting it opened. I went back to Kay and asked if I could have a larger clasp put on it and the sales person said it would cost more than the necklace to replace it. She Was very snobbish, acted like she could not be bothered with me. I will not purchase anything from Kay Jewelers again. I will not recommend them to anyone again either.Customer service is terrible.

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thetruthhurts.
Lexington, US
Dec 05, 2010 8:52 am EST

1. Jane Seymour, not Jane Alexander
2. She was probably snobbish because of how appalled you were that the clasp would cost that much. Custom repairs do cost that much.

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9:10 pm EST
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Kay Jewelers 5 repairs in less than 2 years and more

My husband bought me a ring at Kay Jewelers in February 2008 to replace my titanium wedding band after the birth of our child. We also purchased their lifetime guarantee plan and every six months have to turn in my ring for inspection in order to be eligible to have repairs or replacements done. Within this time I am not only driving to the store for inspection but also for 5 complaints. The first time a diamond came out, they sent it in and 2 weeks later I picked it up and it was "replaced". The second time the diamond in the same spot came out, again they sent it in and 2 1/2 weeks later I can pick it up. The third time the ring broke in a very uncomfortable spot. They sent it in and supposedly fixed it, as I picked it up it turned from a two tone into a simple white gold and they are actually trying to tell me that the yellow gold just faded from the way they clean it, whereever they send it. So I had to come back, as supposedly there was no manager in and talk to a manager. The manager tells m that indeed it is not possible for the yellow gold to fade from cleaning methods. sent it in a week and a half later I pick up my two tone. This last Sunday I went for my 6 months inspection and the lady inspected it, cleaned it, gave it back to me. that was it. We had bought a gold men's ring but returned that. and this time I meant to buy a simple yellow gold necklace chain, but they didn't even offer to help any further. the store was empty no other customer but 2 people on staff, don't you dare to make them work. A lot of staff has quite some attitude, very unprofessional. The best is, today, two days after the last inspection, I place my ring back on my finger after it was on a ring holder so I could get some house work done. It was broken through again, in the same spot before they told me that the yellow gold in my ring had faded. All I want is to retunr the ring and get my money back. We paid $ 600.00 for it, which is not the most expensive but not a gum ball machine price either, the quality is lousy and for my original band I didn't pay that much more at a different jeweler where they took time for us, advised us (including that it could not be widened. so that was a risk we knew we took) and gave us professional service and knowledge. I do not think I will ever buy at Kay's again, I will be trying to find a consumer protection agency to help me find what I can do to protect my rights. I am upset, disappointed and can't believe this is even legal. All these commercials and investing all this money in those commercials and ads and for such bad quality and service?! Really?!

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4:02 pm EST
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Kay Jewelers zero warranty, beware

Kay Jewelers has the worst warranty service that I have ever purchased, further more they have the STAFF that is equal to the warranty.

THey are unable to back what they sell when it comes to expensive items and they are confused as to where to ship the item when it needs repair. Now I never heard of a ring going out for an inspection for three weeks to only find out that it was sent to the wrong place. Then it takes anothet three weeks to go out to the right place only to find out that they will not honor there.

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4:02 pm EST
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Kay Jewelers left me without a ring and a refund

I got a ring purchased at Kays for Christmas. in late February I noticed one of the stones had fallen out. I took it to the store to have it repaired thank goodness the warranty was purchased. After 7 days I went to get the ring-it was filthy I asked to have it cleaned and when the girl cleaned ti a stone fell out. After 7 days I got the ring and there was a stone missing. They reordered the ring and after 7 days I went to get the "new" ring. It looked ok but upon further inspection one of the diamonds wasn't set quite right so I decided not to keep that ring and asked for an exchange-all I wanted was something in the same price range--NOPE I have to find something 2x's the value of the defective ring and I could buy that--I am at home now 4-22-09 without a ring and with out a refund. KAYS SUCKS.

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7:16 pm EST
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Kay Jewelers won't honor warranty

Kay jewelers does not understand the idea behind sentimental jewelry. My young son bought me a ring for a gift in 2004 and also was talked into a warranty. One of the little
stones fell out in 2009. I had to pay $25.oo to replace it even with the warranty . I was willing to do this as it was a very special gift given by my SON. In JAN of this year the small
stone fell out again. I brought it in and was told it would be another $25.00 to replace...Again I was will as it was a special gift from my SON. (I am sure any one reading this gets the point) NOT KAY JEWELERS! I was told that it is a little weak from where and the jeweler doesn't believe that it will last long so they won't fix it. I have spoken with the manager and customer service to fix it anyways for the $25.00 but they won't do it. Even with the warranty...instead they are willing to give me the $40.00 the gift originally cost my son.
WOW! the nerve to tell someone basically that it wasn't even worth fixing! I will make sure to spread the word to anyone and everyone never to shop at such a rude store.

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Jesse Trevino
Colorado Springs, US
Feb 08, 2010 7:41 pm EST

WOW! You just cheapened you sons gift with this blog...ONE: knowning it was worth $40.00 should have given you a clue? TWO: IT WAS YOUR SONS GIFT after the first time and it failed again then after the news you should have said AWW I'll keep it and give it as a momento even without the stone...but now you sound like a money hungry !#@$%.

AS far as the company I commend them for thier efforts and thier honesty and the willing to give you the entire money back? DO you expect them to replace the stone everytime it's lost? How do they know you aren't ripping them out and keeping them and replacing them for $25.00 a pop?

signed you son
(no really, I'm just kidding please see the light in this and the honesty)
this was kind of tough to answer

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6:43 pm EST
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Kay Jewelers no commitment to customers

While my husband was deployed to Iraq his hand was smashed in an armoured door. Needless to say his wedding ring was smashed along with his hand, it lost a diamond and had to be cut off of his hand. Kays response when i wanted to have it fixed was "It hasnt been inspected recently, so you will have to pay, your warranty will not cover it." Tell me how is he supposed to have it inspected in iraq? He didnt even have a toilet to piss in, let alone a diamonologist to inspect his ring. I feel that we were not provided with the customer service we deserved. I dont not believe they have any type of commitment to thier customers. Obviuosly not to thier military service members either. We have been customers with them since 1996 and I will never again buy a piece of jewelery from them again. So this is my warning to my fellow military members and family.. DO NOT PURCHASE ANYTHING OF VALUE FROM THIS COMPANY. YOU WILL NOT BE PROTECTED WHEN YOU ARE CALLED UPON TO SERVE YOUR COUNTRY!

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Kay Jewelers wedding set

My husband purchased a 1 3/4k diamond ring bridal set on 2/12/09. The engagement ring product number is [protected] and the "unmatched" wedding band's product number is [protected]. Considering this is obvious, I never realized this until after my ring was soldered together a few months later which is after the "return policy". A few months after buying my ring, I noticed the diamonds kept falling off. Kay Jeweler staff said that "You have a 50/50 chance of your diamonds falling off here". After my diamonds fell off twice, I asked for another ring. The manager told me no, they can keep fixing it but I can't have a new ring which was right before my Wedding Reception. I told them I can't wear this for my Wedding and they said "just have the photographer edit a diamond in the picture". I sent an email to corporate and they finally gave me a ring on 12/29/09 that was too big from behind the case and gave me a guard to wear to make it fit for the engagement ring only. He refused to give me one for the wedding band though. Well, after a month of them having my ring soldered again and sized, they called me to pick it up. When I went there, a Kay staff said "they did a horrible job on the ring. They just went too fast on it. You should have never bought this ring." as another Kay staff told me "This is the second ring this month" just like mine "that is being returned". So as my husband spent $2, 500 on my wedding rings, he never knew what kind of poor quality place he was putting himself into. As I spoke on the phone with an unknown customer representative of product complaints, he said "I don't know why you are telling me this, you need to tell the manager over there". So, this is it. DO NOT PURCHASE ANY KAY JEWELRY PRODUCTS! They will treat you just as bad as us.

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shanteebaluga
Landover, US
Jun 29, 2010 10:21 am EDT

JB Robinson Waldorf Maryland; I was scammed by a red headed old woman sale lady and filipino sale short sale lady buying a ring in amount of 3800.00 when it was only $1200.00 both sale scammer sale lady enroll me Payment Protection Plan, Extended Waranty when I did not ask for it with that I was also charges interest when they say it's 12 months no interest. Please do not buy in that store if the store manager is not in; both sale lady is a scammer but for the company.

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Kay Jewelers refuse to honor insurance

My husband bought a one and a half carat three stone engagement ring from Kay Jewelers, spending $2, 999 plus the cost of the insurance which, when he bought the insurance they said if the ring was lost or stolen they would replace it free.

They lied. I accidentally flushed my ring down the toilet trying to put it back on and he went up there the next day to talk to them but they refused to give a replacement. All he wanted to do was get the same ring we had before but they said all they could do was allow him to pick something out the same price as what he still owes on the ring that is now gone. I think that is [censored].

They are now claiming the insurance that he has doesn't cover a lost ring! Lies! Don't buy from them! I also had to have the ring sent off within six months to have the diamonds tightened in the setting and I feel they have ripped us off.

Has this ever happened to anyone else?

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Update by UnhappyWifeInTx
Jan 25, 2010 11:11 pm EST

Edited to add since I can not edit my post: I was reaching for the ring on the shelf while I was flushing the toilet and I didn't close my hand around the ring in time and it fell into the toilet and down it went!

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thetruthhurts.
Lexington, US
Nov 19, 2010 5:31 pm EST

You are ignorant. The warranty does not, and never has, covered total loss of the ring. Even if they 'told' you that when you bought it, you should have read your paperwork. Take some responsibility. You think paying a hundred and fifty bucks ONE TIME covered the total loss of a three thousand dollar ring FOREVER? This blows my mind. The warranty covers loss of the diamond. the diamond! If the diamond falls out, you're covered. If you're just clumsy and knock your ring down the toilet, thats called life. The sucky part maybe, but life.

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10:48 pm EST
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Kay Jewelers lied, damgaed property to unvalidate guarantee

My husband bought me a 1/2 carat engagement ring in 2003 from Kay Jewelers in Virginia Beach. It was the first diamond I had ever owned. My husband was serving in the Navy at the time. I would have settled for a 1/3 carat but he wanted to surprise me and bought the 1/2. He also bought the Lifetime Diamond and Color Gemstone Guarantee.I was faithful to take the ring in every 6 months and have it inspected and documented on a slip of paper they would give me.

Since that time, we have bought a beautiful amethyst ring for daughter, an emerald and diamond band for myself, a simulated ruby ring, a Valentine specially priced necklace and ring and a small charm for my daughter when she announced her pregnancy. All from Kay Jewelers. The most expensive any of these above pieces was not more than $350. When we bought my diamond engagement ring, we had traded a wedding set from my husband's 1st marriage and put the remaining $800 and some on a Kay's Credit Card. All our payments were always on time and all the above items were paid off as they should have been. The amethyst, emerald/diamond ring and the charm all had Lifetime Guarantees on them that covers a replacement if it is chipped, broken or lost from it's original setting. I faithfully wrote all the inspection dates on the calendar and all of them were inspected every 6 months.

My daughter's amethyst fell out shortly after she got it and was lost. This happened 4 to 5 times! A couple times we found the stone. Once Kay's replaced the entire ring when she fell at work and completely smashed the ring and lost the stone. The charm I bought her also lost the white amethyst stone a month after she got it. Again, Kay's replaced it. I have not paperwork of all these incidents because Kay's has you sign the slip to send the ring in and then sign the same slip when you pick it up and then keep the paperwork.

In December, I had gotten up early one morning and was sitting quietly when I looked down at my hand and my diamond was gone! I was really heartbroken but knew since I had that Lifetime Guarantee everything would be ok. WRONG!

I looked at the setting and saw that one of the prongs was slightly out of alignment with the others that were straight. The last inspection had been in August 09. I was really puzzled as the 2 other rings I wear on the same finger were fine but obviously with the prong slightly askew, this is why it fell out. I had no idea when I could have lost it. I never take it off and always clean it with a soft brush if I use lotion on my hands. I knew it had been there the previous morning. I looked all over my bed and around it and kept an eye out for something sparkly to catch my eye. I'm still doing that.

Now to the heart of the problem. I took it to Kay's in South Bend with all confidence that it would be replaced. The manager, Stephanie, waited on me and when she checked my last inspection date on their computer, she said it showed I hadn't had the ring inspected since some time in 08. I produced the most recent inspection slip dated Aug 09 and she kept it to turn in with the ring in for replacement. She was vague about when it may be done.

I called on January 7th. The asst. manager said the ring was still in Ohio and would call and check on it and call me back. When there was no call by the following Monday, I called back. Asst. Mgr. told me there was a note from the store manager that she would call me the next day. Mid afternoon the next day, I had to call her. She started asking me questions like, "did you ever have this stone replaced before?", "have you bumped your hand on the cupboard lately?", "have you left your ring anywhere else lately?" and "has anyone else worked on your ring?" I answered no to all. She said she would call them to see why they were asking those questions and it could be another week until the ring was done. She said she'd call me in a couple hours.

She called 2 hours later to tell me the ring just happened to come in! (Surprise!) But the stone wasn't replaced because...here it comes...are you ready? I quote, "It has obvious pry marks on it" Not just "pry marks" but "OBVIOUS PRY MARKS"! She proceed to tell me she didn't know why she hadn't noticed it when I brought it in. All she said she noticed was that the stone was missing but, "yes", she said, " I see them now!" (meaning the pry marks). I can't take up all this space to type the whole conversation. I tried not to flip out but did manage to ask her if she was calling me a jewel thief!

I finally got her to refer me to a customer relations number and called it immediately and spoke to someone named Laura or Laurie. During the course of the conversation, she put me on hold for a total of 25 minutes while she supposedly was making phone calls to investigate. She told me when she came back on the phone that there were "obvious pry marks on the ring"...are you ready?..."made by tools!".

By this time I am fit to be tied. At one point she told me to stop yelling at her because she was trying to help me! I wanted to do one of those "this is not yelling, THIS IS YELLING!" kind of things but restrained myself. After another heated conversation she told me she would look into it some more and call me back.

Remember, I have still not seen the ring. The store is an hour's drive for me and the weather had been bad.

Later in the evening she calls me to tell me she spoke again to the South Bend manager and tells me the manager said she discussed the pry marks with me when I dropped the ring off! I feel I'm in the twilight zone. She also mentions at that time that the Master Jeweler at the home office said the "pry marks" made the ring "not damaged under normal wear and tear". She also tells me the prongs are not straight and some of the prongs are severely bent. Steam is coming out of my ears by now and I am put on hold for another 20 minutes. I hang up, call back and someone named Megan answers. She tells me her desk is right next to Laura's and that Laura is talking to someone about my ring and she'll call me tomorrow.

Next day Laura (probably not her real name) calls to inform me there's nothing else she can do. She says the ring was not damaged by normal wear and tear. She is very firm and emphatic about it and loud. I asked her if I can get that in writing to include all the remarks about "pry marks" and "obvious pry marks'. She tell me no...NO?...it is not company policy to do that and the explanation in my (generic) pamphlet about "normal wear and tear" is all the explanation I need. I tried to get more info from her. She told me the ring was received in Ohio on Dec. 11 and evaluated on Ded. 11 (remember this is Jan 13.) I kept trying to keep her on the phone as I rapidly scanned all my notes and questions desperately trying to some how make sense of all this . I did ask to speak to her supervisor and she informed me the CEO of the company gave them full responsibility to make all decisions and that her supervisor had approved it and so had the supervisor of the supervisor! Then out of desperation since the call wasn't going well anyway, I said I'd gotten some legal advice and I needed to ask her a few more questions. (The only legal advice I'd gotten was from friends who gave me advice about what I might do!) She immediately shouted, "This conversation is over!". I said, "what?" and she shouted again, "this conversation is over!" I hung up first.

The next day I went to see the ring. I took my daughter with me. The manager greeted us with a smile and I asked to see the ring...and guess what...the ring looked quite different from when I brought it in. I can't absolutely say it's my ring. The setting is really plain and it could be any ring. There were NO prongs that were slightly out of alignment...ALL the prongs were damaged, one was even twisted. It looked kinda of smashed. And, yes, there were 2 marks on the prongs that looked liked slashes. I was stunned. I told the manager this was not the condition of the ring when I brought it in. I asked her if she had documented the condition of the ring before she sent it out and she said no (what?) and said she put down just that the stone was missing. She then informed me she could not answer any more questions! My daughter spoke up at that point as she could see I was in tears from the frustration of all this and asked a few more general questions about repairs and warranties. Then she and I both looked at each other and discussed aloud what we should do now. My daughter told the manager we didn't know what to do since we'd never been in such a situation before. The manager was no help. We asked if we could take a picture of the ring and she told us no, not inside the store. We asked if we could take it right to the edge of the store in the mall but in her sight and photograph it and she said we'd have to sign the release to do that.

I took a few moments to think. I signed the release. I took the ring. I just couldn't stand being in that store one more minute and knew they were liars and could not trust leaving the ring there for them to alter it anymore

This is quite lengthy I know. I am totally shook up over this and at this point don't know what all I'm going to do. Of course my husband and I immediately canceled our accounts with Kay's and will never step foot in there again or any of Sterling Jewelers others owned stores. I will post this on as many online complaint sites that I can. I will notify the Better Business Bureau. I know I am up against an multi million dollar company with infinite legal resources. I know I have been cheated, lied to and duped.

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Samantha89
El Paso, US
Feb 28, 2013 8:15 pm EST

What a terrible misfortune! I am so sorry for your loss. A wedding ring is practically the most important piece of jewelry a woman can own, and Kay Jewlers doesn't seem to value that at ALL! As sorry as I am that you had to endure such thievery and dishonesty, I thank you for sharing this ordeal. I will be sharing it with friends and family as well, and absolutely NEVER do business with anyone associated with Kay Jewelers. Just reading about your experience makes me angry that they would take these deceptive measures to get out of the lifetime warranty. This company is surely not to be trusted. It's too bad that you didn't take a picture of the condition of the ring before going to the store. Then again, when you think you're doing business with a trustworthy institution that shouldn't cross your mind! How dare these people trample all over a ring with such important meaning?!I truly hope this is resolved for you and wish you the best of luck.

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Kay Jewelers merchandise return process

I purchased a necklace from Kay Jewlers onine with the understanding I could return it. I then returned it following their instructions and using their mailing label. Its been 2 weeks since I returned their merchandise USPS Priority mail/insured. I contacted customer service and was told it may have arrived but there was no way for them to determine that. They said I should have returned it UPS instead of USPS or returned it to one of their stores. Those instructions/options are not included in their return information. They indicated they were unable to verify if the item had arrived at their warehouse. They then told me it would be 3 weeks from the time they received notification of return before they would issue a refund. Customer service provided no help whatsoever in expediting or resolving my problem. Their attitude was, "Oh well, you should have figured out what to do on your own."

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Kay Jewelers rude and warranty rip off

I recently purchased a diamond necklace from Kay Jewelers. At first I said I was interested in buying it and the associate took it out of the case, put it in a box and started ringing me up. I had to stop him and ask him if I could see it first because I was only interested and hadn't made my decision yet. He was very rude about it and just flashed it in my face for about two seconds. I did like it so I said I'd buy it. He told me that I HAD to purchase the 19.99 warranty and didn't give me a choice. When I said I didn't want it, he rang it up on my bill anyways. I asked him what the warranty covered and he said it covered diamond replacement and that if a diamond ever fell out they'd replace it for free no questions asked (he reiterated this point 3 times). Then without consulting me he started trying to add jewelry cleaner etc. to my bill, which I didn't even realize until he told me that my total was $175 for a $59.99 necklace (on sale). I told him I just wanted the necklace and nothing else, so he was very rude but complied accept he kept the warranty on there. At this point I said fine because it was a gift and I wanted the person to be covered if something happened to the necklace. (The person's wedding ring had a diamond fall out 4 times, so I thought maybe a diamond replacement plan would be a good option). Well, I get home and read my policy over and it clearly states that it DOES NOT cover diamond replacement only diamond resetting if you are in possession of the diamond that fell out. I contacted the store associate who sold me the necklace and he said I didn't opt for that plan (I thought they only had one policy). I was appauled by this because I wouldn't have bought the plan (not that I really had a choice because he kept adding it to my bill anyways), but now he's saying he lied to me? I thought that the policy covered this but my paperwork says it does not. I read it over four times and it clearly states that diamond replacement is not part of the policy. The associate then told me I could buy some other policy or something that would cover replacement. I contacted the corporate customer service about receiving a refund for the policy because it's clearly not what the associate claimed it to be or that they change my policy to guarantee diamond replacement. I don't know what plan he sold me, but it certainly makes it very clear that diamond replacement is not included. Very upset and disgruntled with Kay because I had always thought they were one of the best jewelers to shop from, not to mention the associate pressured me and tried to slip in other products with my order that I didn't want.

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opinionated1216
bism, US
Mar 14, 2010 12:49 am EST

I have purchaced from Kay's several times so I am not sure what you are reading that says that your diamonds are not covered. Every diamond they sell is covered-you just have to have your rings inspected and documented every 6 months. It states it on their warranty paper work. Also-I am not sure what kind of jewelry cleaner was being added to you$60 necklace. Cuz, 60 plus 20 (for the warranty)is $80- so unless they were adding 30 jewelry cleaners there is no way you could get to $180 (although same jewelry cleaner is about a $1.00 less at walmart)

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Kay Jewelers district manager of ny - idiot rude

I'm going to keep it short and sweet. I made a return and was browsing around to see if they had anything else in the store that I might of wanted. The same overly personable "sales rep" who sold me the original ring decided to take over this transaction as well. I began to explain what I desired in my piece. Constantly insisted that I was wrong- when I told him I was simply using certain terms to give him/them a better idea of what I wanted. He then decided o tell me that it wouldn't be wise to purchase. I guess he didn't like the fact that I did not like semi- diamond bangle because the jerk then told me that I could not afford what I wanted and that I did not have $10k.
I chuckled, grinned, picked up my handbag- told him "that's my cue to leave" and exited the store. He then yells at me, SEE YA!. I'm a 27 year old- African American woman who grosses on average $300k/ yr. Maybe I looked too young for him, maybe my "tan" was too dark ( I'm not much darker than Beyonce or Tyra Banks...) or maybe my Gucci bags, $25k diamond ring and Lacoste get up was not flashy enough for him. Maybe, I need to walk around with my CPA or at least 1040/ 1120...

I called the store to file a formal complaint, the customer service rep/ receptionist (whatever) was stupid- she gives the phone to him. I guess that's why the phone magically hung up on me THREE times after I said- I do not believe that you actions were appropriate. The fist time, he did however say... "SORRY IF YOUR FEELINGS GOT HURT."

Hey, lets not call him a racist. I'll give him the benefit of the doubt. I'll simply say that he's stupidity ( not ignorance) unleashed all of the prejudicial and stereotypical views he has about either young adults, women, African-Americans and/or maybe bad dressers. Pretty said coming from the District Manager!

Since the incident, I have reported him to the appropriate governmental agencies and coporate. I'm sure nothing will come out of it- but ultimately he needs to check himself before he gets in above his head with the next person. My message to Kay Jewelers- STRATEGIC RENEWAL ( try the removal process before its too late!) I'm sure, I'm not the first person and won't be the last.

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jamesisajeweler
Atlanta, US
Dec 23, 2009 11:07 am EST

NevershoppingatKayJewelers: here's the corporate headquarters address for you if you'd like to contact them:

The address for our corporate headquarters is:
Sterling Jewelers Inc.
375 Ghent Road
Akron, Ohio 44333

I'm a REAL ONLINE PERSONAL JEWELRY DESIGNER, JEWELRY BROKER, AND JEWELRY CONSULTANT as well as a GRADUATE GEMOLOGIST.

I hate that you had a bad experience with Kay Jewelers and i've read many complaints here from other members concerning this jewelry store.

I hope this info helps you out and if you have any questions for me feel free to ask them.

Thank You!

James The Jeweler

http://jamesunder900.ecrater.com

http://jamesisajeweler.blogspot.com

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Kay Jewelers district manager of ny - idiot

I'm going to keep it short and sweet. I made a return and was browsing around to see if they had anything else in the store that I might of wanted. The same overly personable "sales rep" who sold me the orginal ring decided to take over this tranasction as well. I began to explain what I desired in my piece. Constantly insisted that I was wrong- where I told him I was simply using certain terms to give him/them a better idea of what I wanted. He then decided o tell me that it wouldn't be wise to purchase. I guess he didn't like the fact that I did not like semi- diamond bangle because the jerk then told me that I could not afford what I wanted and that I did not have $10k.
I chuckled, grinned, picked up my handbag- told him "that's my cue to leave" and exited the store. He then yells at me, SEE YA!. I'm a 27 year old- African American woman who grosses on average $300k/ yr. Maybe I looked too young for him, maybe my "tan" was too dark ( I'm not much darker than Beyonce or Tyra Banks...) or maybe my Gucci bags, $25k diamond ring and Lacoste get up was not flashy enough for him. Maybe, I need to walk around with my CPA or at least 1040/ 1120...

I called the store to file a formal complaint, the customer service rep/ receptionist (whatever) was stupid- she gives the phone to him. I guess thats why the phone magically hung up on me THREE times after I said- I do not believe that you actions were appropriate. The fist time, he did however say... "SORRY IF YOUR FEELINGS GOT HURT."

Hey, lets not call him a racist. I'll give him the benefit of the doubt. I'll simply say that he's stupidity ( not ignorance) unleashed all of the prejudicial and stereotypical views he has about either young adults, women, African-Americans and/or maybe bad dressers. Pretty said coming from the District Manager!

Since the incident, I have reported him to the appropriate governmental agencies and coporate. I'm sure nothing will come out of it- but ultimately he needs to check himself before he gets in above his head with the next person. My message to Kay Jewelers- STRATEGIC RENEWAL ( try the removal process before its too late!) I'm sure, I'm not the first person and won't be the last.

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CustomerIsNOTAlwaysRight
Milford, US
Oct 26, 2011 8:11 pm EDT

Never judge a boom by its cover! Congrats on your success, it's sad a handful of bad sales reps stained your impression of Kay's. Contact the DM Michael Keston.

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Kay Jewelers terrible company

I brought my $2000 sapphire and diamond engagement ring to Kays Jewelers to have my 2nd wedding band “welded” to my wedding band, so that it would not slide off my finger. [FYI- I purchased my wedding band twice at Kays Jewelers {once at Fulton Mall in Brooklyn; 2nd in Nashua, NH} after having lost my first one]

I brought my engagement and wedding ring to the Kays Jewelers in Danvers, MA. Both rings were reviewed, and noted that there were no issues with any of my stones. It was then sent out in November 2007 for approximately 3 weeks. I then picked up my ring right before the holidays. The binding job was sub-par and I noticed a flaw in my sapphire. Due to work travel related issues and the holidays, I did not bring my ring back to Kays to be looked at until after the New Year.

I was told by the gemologist at the Kays Jewelers Peabody, MA store that my sapphire was cracked. I was then told by the Kays Jewelers in Danvers, MA that because I signed off on the ring, 'too bad, too sad', I was told that the ring should have been reviewed by a gemologist at the time that I picked it up, as well as a review of the binding of my rings. Neither of those 2 steps occurred. Kay Jewelers would not even back track to the team/individual who repaired [or ruined] my engagement ring. I was told that they had nothing to do with it and that perhaps it was I who broke my ring, and was trying to 'blame' it on them.

I will NEVER go back to this cheesy chain jewelry pawn shop and would suggest that no one buy anything from them. Go to a local shop where you'll actually be a name and not a number.

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opinionated1216
bism, US
Mar 14, 2010 12:54 am EST

Sounds like you need to be more careful with your jewelry. I'm surprised you didn't blame the loss of you ring on the store. Just to let you know- your sapphire should be covered by kay's. I have a sapphire ring from them and as long as I have my ring checked every 6 months my sapphires and diamonds are covered if they crack.

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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Kay Jewelers contacts

Phone number

+1 (800) 527-8029

Website

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