Kay Jewelers
reviews and complaints

I went to Kays in Wilmington NC. I was being proactive and bought my wife a diamond bracelet two weeks before valentines day. It was a little over two weeks before she opened it and then two more weeks before she wore it for the first time. we were eating when a waitress came up and said something shiny was under her chair. long story short, the clasp is not locking.. I will say it again, the clasp is not locking.. its not damaged its just a lemon clasp from the beginning. when I bought the bracelet. I was told to make sure I bring it in every 6 months for the warranty to be good. today they told me its not under warranty. i would like a different opinion n because i feel it was no good from the beginning. My name is James DiCicco phone number [protected]. email chris.[protected]@yahoo.com.

about a month ago I went into Kay's in Ames, IA. to buy my fiance an engagement ring. I had a particular ring design picked out for us. The sales rep told me it was not in stock but she could order it. then she said if I made an appointment to come back they would get the setting and an array of 1 carat black, and 1 carat white diamonds to choose from, and estimated cost between three and four K. She also told me there would be a representative on site to set the diamonds, size ring, and could walk out the same day with it. I agreed to the appointment, received two cards in the mail confirming, and a phone call last week stating everything would be ready for my appointment. Yesterday 03/12/2021, I arrived at my appointment to discover they had no black diamonds, no representative, and didn't even have the setting I requested. Evidently my time and money was not a priority to them. All I received was a unsympathetic sorry and nobody even offered to reorder. I was very disappointed when I left the store. My fiance and I have spent quite a bit of money on jewelry from your company, and have an $11,000 line of credit on our Kay's credit card. We also own and operate two businesses that rely on public demand. I understand things happen, but why would they not try to accommodate me? There are other Jewelry Companies that would be happy to assist me. However, I thought you should be aware of how your long time repeat customers are being treated.

Thank you for your attention to this matter.

Sincerely

Jonathan Koughn

i have a diamond ring that i lost a stone and when i sent it out to be replaced they told me 2 weeks after it was sent out they told me 8 weeks because of the setting. a few years ago i lost the same diamond and it only took 2 weeks. this is totally unacceptable for it to take this long Beth Strouse or Beth heil

I put a customisce order for a pendant for my daughter with her kids names engraved 9-17-21 ,it was done wrong. I call Nurkys Marti didn'treturn call. Around first weekof Nov.2021 they toll me manager will call me back, still no call.

My daughter wend to hospital for Coronvirus ,by Jan.2022 was pronounced terminal, in Feb.she pass away ,she NEVER got to see her pendant.

At the eulogy I spoke what Kay Jewelers at Kendall did, the people in attendance commented ,that they pledge will never purchase at or from Kay,s at Kendall store Miami or any other.

You are HEARTLESS people.

Still didn't got the pendant as this day 3-7-2022

Jerry Alonso [protected]

[protected]@aol.com

i got my wife two heart diamond neckware on 12/20/21 my wife after it off to put it in her jewery box she saw one of the stone were missing. my wife said i can get better Jewery from the pawn shop.

I purchased a kids necklace back in December of 2021 for my daughter. Since she is 9 years old, I also purchased a warranty with them. Two weeks later she broke the necklace. Not surprising since their necklaces for kids are extremely flimsy. It almost feels as if they purposely make them that way knowing it will break. I just recently went back to the same exact location I purchased the necklace from to have it fixed. They have no record of the warranty I purchased they tell me. And if I can bring the original receipt. They explain that some changes were made to the system and now they are having problems locating all warranties. Are you kidding me. So I in essence purchased something that will be absolutely useless to me. Then they go on to explain if I can't find the warranty I have to pay for it. So are they going to refund my warranty money I paid them for! I would never recommend Kay Jewellers nor would I ever purchase anything from them ever again. Beyond disappointed!

This is second time that one of the diamonds fell of from my wife's ring. If this would have been the first time then that makes sense but this is the second time. Both of the time we send this for cleaning. This is something I don't expect from a big brand like kay. I want this to get resolved and take a guarantee that this will not happen again.

I purchased a ring for my wage on 12/28/22. The order number is [protected]. I have a case number but was disconnected before I could write it down. I spoke to several people on live chat. First ai was told because the order was in fulfillment they would honor the sale price. I would get $420 plus tax recredited to my account. I waited a few days. No credit. I did another live chat and then was told she sees the notes but I had to wait to pick up the ring then I would get the credit. The ring came in early. I picked it up. I still do not have the credit on my account. I went back on live chat. Now told they will not honor the sale it isn't their policy to do so. This is poor salesmanship for such a big company. I've purchased alot of jewelry from Kay to be told they would honor a sale. I've purchased from alot of other jeweler's and I must say this is the first company to do something like this. I'm very disappointed.

I bought this online and somehow got the billing address mixed up with my shipping address so was emailed about getting my refund so I tried to replace the order on the phone while I'd called and they said because it is the only one in stock that I'd have to wait until I was refunded and it was once again posted on the website which I did and it was about 6 days so I replaced the order as soon as I seen it posted again online. Now I get another email saying my order has been cancelled because there outta stock. How would it be out of stock when I'd just ordered it? And if so why was it put back online for me to order a second time? I knew when I seen the ring it was the one and was so excited to get it but now once again have to wait on another refund. I contacted online help and all they said was I wouldn't order that item again and I said obviously. And it shouldn't be on there to begin with if you don't have it anyways. Such a let down and disappointment. Now I've gotta find another ring however I very seriously doubt it will be from kay

01 Nov 21 Purchased Neil Lane Engagement & Wedding set. Simpsonville, SC

27 Nov 21 Engaged Fargo, ND & allowed Kays West Acres to send ring set to Kay's service center to be sized and soldered together.

10 Dec 21 Set arrived Kays West Acres with "loose stones falling out" from Kay's service center. Set sent to another Kays Service Center to be repaired. West Acres told Wedding date set and time is of the essence. Talked with Ryan, manager who stated rings would be back today 24, Dec 21.

23 Dec 21 called Kays West Acres for status update. Rings were completed

22 Dec at Service Center and sent to West Acres. Told they may arrive 22 Dec, should be in 23 Dec. UPS had not arrived for the daily delivery.

23 Dec 21 evening called and requested status talked with employee who stated ring had not arrived. Eventually Ryan, manager, got back on cell. Told me ring wouldn't arrive until 27 Dec 21.

I asked for his boss's name and number Ryan flat out refused to provide it. Stated he would NOT give it to me under any circumstances. Finally stated he would call his boss and IF his boss decided to call me he would.

We are now potentially without rings for the wedding as Kristi Jo is flying to SC for it.

I want an apology directly to Kristi Jo from Ryan and his boss. Yes, I still want his bosses name and contact information. Il also believe monetary compensation or full refund is warranted.

Check your website signed up for your website and texts emails and you text me a coupon I made a purchase forgot to use the coupon and now they're telling me I'm just s*** out of luck that's pretty bad business I was going to buy a couple more necklaces from my other daughters but I think I'll deal with Jared seeing how y'all are going to screw me out of using my coupon that I forgot I'm sorry I forgot I had a head injury and my mind is not as good as it used to be but thank you for all your help and your service and your compassion during Christmas I'm on a limited income and every little bit helps hope you all have a blessed Christmas

I purchased a ring advertised online from Kay Jewelers. My order number was # KA513LW-[protected]. I've attached a picture of the ring ordered and one of the ring I received. The ring sent is a piece of tin — cheap tin and not worth 2 cents. I contacted both Kay Jewelers (and haven't heard back from them) and the vendor that sent the ring. They replied that they're sorry and told me I should keep the ring as shipping charges would be too high to send back and they offered me a $5.00 credit on my next purchase. That is totally unacceptable. This was a bait and switch as far as I'm concerned. All I'm asking for is a total refund. If Kay wants to see the ring, I'd be happy to bring to one of their stores and talk to their manager and let him see what was sent.

i set up an auto pay for $205 a month. after the first month it dropped to $195, next month will be $190. i have had previous dealings with kay and know that after my 18 month financing plan ends i will be paying a higher finance charge. if i want to pay $205 a month please take the $205. i do not want to change that amount. i do not understand why " if i want to pay $205 a month you change it " i repeat I WANT TO PAY $205 A MONTH it not hard just do it do not give me your above this, below that i do not care. thank you take care of this matter.
If you can not do this I will have autopay stopped and i will send a check every month and report you to the BBB
Thank you have a nice day

My husband bought me this bracelet and a diamond has fallen out. He got the extended warrantee but I am unable to find the papers for it. I have called your customer service and they say they cant find that transaction. I am not wanting to pay for this repair since I know we got that warrantee. Our local store has been closed since covid. I can not go to that particular store to get them to help me. I traveled 65 miles from my home to a Kays location in Round Rock, Tx and they are not assisting me, they referred me to the customer service. My purchased was done with a Kays credit card. I need someone to call me and assist me with this issue. I have purchase quite a bit of pieces from the store. I always that highly of the store, now not so sure.

We purchased black diamond earring and necklace. Tried to return it and they wouldn't let us. We explained we were being quarantined during the time of the return we made it a couple days from the cut off date. Due to covid we shouldn't be penalized from being able to return our items

I took my wedding ring to Kay's on Aug 15, 2021 and it was to be back Sept 1, 2021 now they don't know when my ring will be back. First they said a black diamond was missing and they are waiting on that I have the picture showing no diamonds were missing this was to be a simple size up. Now I'm being told they have to replace my bands or shank whatever it's called I can't get a straight answer from anyone and want to know where is my ring and why is this happening the ring was sized 1 time by Kay's and now there replacing the bands because they are to thin. Wrong I want my ring now.

i purchased my girlfriend a promise ring the other day but never got a confirmation email. they took the money out of my account and I'm assuming its on its way but i have no way to track it without an order number. also I realized i made a mistake on the engraving i did but i can't cancel the order and fix it because i don't have the email. I'm not sure if this is the right spot to complain about this but figured i'd see