Kay Jewelers
Reviews and Complaints

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

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

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

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

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

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

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

This was my original review (with 5 stars):

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

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

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

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

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

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

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

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

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

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

Unhappy Customer

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

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

Then be told we can't fix it anymore.

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

In November, 2022 I purchased a ring from Kay Jewelers in Southern Pines, North Carolina. I financed the ring under an 18-months same as cash promotion. In February, however, I realized they had been charging me over 29% interest. When I contacted the store, they referred me to the credit card company, which said they were unable to help because the purchase was over 60 days earlier. I then reached out to the local branch of Kay Jewelers, who acknowledged it was the fault of the previous management at that location. This began a long string of exchanges with the store referring me to their district manager and then corporate offices. Throughout this entire process, no one at Kay Jewelers ever provided me information without me repeatedly reaching out to them. When I contacted Kay's corporate offices, they had no record of any complaint.