Kay Jewelers
Reviews and Complaints

My son went to Kay Jewelers at 21182 Salmon Run Mall Loop, Watertown, NY 13601 while he was stationed in New York. He paid over $ 2700. for an engagement ring. Long story short, he and his fiance split up. He has been to numerous places trying to sell the ring. Everyone tells him the same thing, that basically the ring is crap. It has numerous imperfections. Some even told him they wouldn't sell a ring of such poor quality in their store. He went to numerous pawn shops and no one wants the ring. I am so angry about the way Kay Jewelers took advantage of him. He was still paying on the ring a year after they split up. Soldiers don't make very much money to begin with. For Kay Jewelers to take advantage of a young man like this is disgusting. Please don't buy from Kay Jewelers. Thanks for reading. Dinah

Send a diamond wedding wrap for repairs of loose stones at Kays Jewelry...was gone for 2 weeks then i get it back and find out 2 weeks later that the stones are still loose. I go back to store who sent it and all they want to do is resend...i cant get a refund of my money for work that wasnt done. To me this is not right and very poor customer service. I will not send my diamond back out for another 2 weeks when it should of been done the first time. It will go to another jeweler...I will not buy anything from here again this is poor customer service. I wish we went to another store for my diamon bracelet now also. Kay Jewelry does not stand by their work.

NOT HAPPY

I purchased an engagement ring from Kay Jewelers. It was scheduled to be delivered on 10/16/18. The ring was not delivered so I contacted UPS and they indicated that it was lost in transit and advised me to call Kay and request a replacement. The representative was very rude and indicated that UPS is responsible and not their problem. The Kay representative that the issue was between myself and UPS. But I didn't but the diamond from UPS I bought it from Kay. I cannot believe Kay Jewelers would treat a customer so bad. I advise others never to shop at Kay Jewelers.

I am a LIFE LONG customer at Kay jewelers. I have had an account for several years. I attend remount events and have spent thousands and thousands of dollars at Kay Jewelers.

I have NEVER been treated like I was treated today by any Kay jeweler employee.

Today, 10/13/18, I needed my set of Kay rings sized. Female employee working told me because I didn't have
1. Paperwork
2. State where purchased
3. Year of purchase
that she couldn't help me. She said she couldn't help me without more information. She said all she could do was call the home office. I fully intended to pay for sizing. THOUSANDS and THOUSANDS of dollars I have spent at Kay's over my lifetime. This lady is a HORRIBLE ambassador for Kay's.

I want her to offer ring re-sizing to any customer willing to pay and follow Kay policies. She is discriminatory! I am on vacation, I didn't have on dress clothes and she didn't want anything to do with me.

Please pull my account with Kay's and see how much I have spent! UNBELIEVABLE. I want her superiors to speak with her because this is WRONG!

Leslie Horne
Maxie, Virginia

My fiance had purchased my engagement ring and wedding band from the Kay's in Haywood mall, in Greenville SC on February 6, 2018 with no issues. We went in there so he could pick out the ring he liked. On September 19, 2018 I went in alone to purchase his wedding band but I was told it would have to be special ordered because of his size (10.5) and it could not be sized. The lady that helped me checked a few different places and found one at another store and assured me it would be here within 2 weeks. I waited the 2 weeks and called up there and it had not arrived yet but I was told someone would call me back and let me know if it arrived with that days shipment. No one called me. I called back the next day and same thing. Finally the lady that answered the phone called the store it was coming from and it hadn't even been mailed out yet. She said it would be mailed out that Monday (October 8, 1978) it is now Wednesday and I still hadn't heard anything. I called this morning (October 10, 2018) and kept getting put on hold, they told me they had a store full of customers and to hold. As if I was not a customer at all. A man named Scott told me to hold and he would call the store again and get a tracking number. I'm still waiting. The problem is we are getting married in 3 days. I ordered the ring in plenty of time. I also have a problem with the fact no one ever called me or anything since I left the store that day. It's as if it was just forgotten about as soon as I ordered it. I do not have time to reorder a ring for my fiance before Saturday. I should have just went somewhere else but that is the ring my fiance wanted.

My wedding ring was purchased at the Zales Outlet Prime Outlets in Orlando on August 29, of this year from Willie. This was a pleasurable experience. I took my ring to be cleaned at store #235 in Dulles Town Center Sterling, VA and Aida (store manager) examined my ring and found some loose stones. She apologized and immediately picked up the phone and called the Orlando store for a replacement of the same ring since it was not carried in the VA store and I had only had the ring less than two weeks. Aida has been most helpful.

I recently went back to the Sterling store to purchase a ring for my new husband and once again, Aida assisted me. She packaged the ring and had it sent to the Altamont Springs FL store on Sept 25 via 2 day air on UPS. The delivery was delayed and did not arrive until Monday, Oct 1.

My husband went to the Altamonte Springs store on Wednesday, Oct 3, to pick up his ring that had ben delivered to the store and signed for by an employee. We had a very bad encounter with Liddy (asst manager). She was rude, was not conscious of the customer or the purchase. I even spoke to her on the phone from Northern VA. and she was very rude to me as well. Her tone is truly unacceptable and her manner of talking to a customer on the phone and in person is totally unacceptable. Liddy was adamant that she did not know anything about the ring or a delivery. After keeping my husband in the store for more than 45 minutes and with me on the phone, looking through my email and telling them when it was delivered, what time it was delivered, tracking number and who signed for it at the store. She eventually did find the ring, in the store, and has yet to apologize. After all of this, we discovered that the actual ring was to large, it is a size 9 and he needs a 8.5. Now the Altamonte Springs store has placed a special order for the right size (8.5) and told him that it would take 4 -6 weeks for the ring o come into the store.

I even called to the Sterling store and told them of the situation, they to had spoken to Liddy and she was rude to them as well. When I called back to the store in FL, she was still rude. There is no excuse for her rudeness and discern for a customer be them in person or on the phone, no excuse.

I wanted to write this to express my displeasure by your Altamonte Springs assistance manager and the excellent experience that we have had with the Outlet store and the Dulles Town Center store. I have nothing but good things to say about Aida and her staff here in VA. The Altamonte Springs store will not be one that we will be shopping at or recommending to others due to the bad experience that we had.
Delivered On:

Monday, 10/01/2018 at 9:56 A.M.

Left At:

Receiver

Received By:

SEJAS

I truly appreciate your time and attention to this matter.

Nancy W

My fiance bought my necklace for me for Valentine's Day 2-3 weeks after purchse the chain broke. we went into the store in mishawaka at university park mall where they exchanged the chain.
While on vacation in Florida I noticed 3 stones missing took the necklace back in for repairs. We were told necklace was ready to pick up and on Oct 1st I went and got my necklace. Upon arrival at the store there were no associates on the floor and 1 girl sitting behind the counter on her phone. I gave them the paper and she said it wasn't ready that it couldn't be repaired due to cost versus price to repair, (the prongs were broken and it would need to be sent to a laser shop for repairs a defect in your product) my fiance purchased the warrenty covering such issues the necklace was replaced however I was not given my original necklace back. I asked if I could have copies of the paperwork and was told they didn't have a copier. I was told to use my phone! Im very disappointed in the customer service I was given and do not quite understand 1) why we weren't told it was being replaced and not fixed and 2) why I wasn't given the original necklace or at the very least an option for a refund or a gift card for my trouble...What's the point of the warrenty other than money in your pocket? I will be taking all my future business elsewhere as I was made to feel like I'm not good enough to be in your store.

There is a no gun policy posted at your local store. You handle expensive merchandise and no armed guards on duty in order to keep customers and employees safe. If a customer chooses to carry they should not be restricted from personal safety. Especially if they maintain a local carry license as I do. Please revise and remove this policy or hire armed guards to ensure safety of employees and customers who wish to make large purchases.

On 7/16/2018 we left the watch at the Lakewood store for repairs (store number 1289).
Repair Number: [protected]
Mr. and Mrs. Sam Robinson
We were told it had to be sent out for repair, so we left the watch and waited for a contact person to call us with the price of the repair. They finally called with a price which we agreed to and we were given a promised date to pick it up from the Lakewood store. The promised date was supposed to be two weeks away from that call but it has been very close to two months since we've heard anything from Kay Jewelers.
This watch is extremely valuable to my wife because it was a gift from me. I am a cancer survivor. We are very concerned that the watch is either missing or has been stolen by one of your employees. We see no other scenario as to why there has been no other communication from Kay Jewelers.
Please return the watch to us, all diamonds intact, it means the world to both of us.
Thank you,
Mr and Mrs Sam Robinson

Was on hold for over thirty minutes talking back and forth with Christina today. After no success I ask to speak with a supervisor she never put the supervisor on the telephone. I also asked for the General Manager she put me on hold again. She nor the supervisor or the general manager never came back to the telephone. I was disconnected with no return phone call. I still have the same problem with my jewelry situations. I have had my bracelet repaired and replace with the third one in hand and my earrings replaced with the second ones in hand with the same problems. Earrings wont stay in. Diamonds falling out of the bracelet. I would like to have someone in authority to call me at [protected] because I don't feel comfortable wearing the jewelry.

Thanks in advance
Gail Parks

I have been a loyal customer to Kay's jewelry for over 12 years .
I purchased a Bulova watch and purchased the lifetime battery warranty.
The salesman named Justin at the Kentucky oaks mall in Paducah Ky. Never greeted smiled or even acknowledged that I was there. He replaced the battery and handed it back. No thank you or anything. I'm not certain as to whether I will ever go back but the chances are slim to none. I'm extremely dissatisfied. I took a picture of him and will also file an in store complaint.

Dissatisfied customer.
Sharon

Kay Jewelers recently opened a store in Catskill, NY. A friend told me she was in there, and was treated very well by an informed young lady.
I went in, Tuesday July 10th, AM. I had seen a silver ring with a Turquoise Stone I was interested in purchasing on your website.
I have a couple of Gold Signet Rings that didn't fit on my right hand anymore. I went in to inquire about selling one or both for the gold content, and using that money for the silver ring.
The young lady at the counter was very courteous, told me Kay Jewelers didn't buy gold, but possibly I could have them appraised to see their value.
She said I would have to see the manager, who was talking to another customer.
I waited until he came over. I should add that I had on a Tee Shirt, Jean Shorts, & Moccasins with no socks.
The young lady showed him the rings, and told him about her appraisal comment. He gave her a nasty look, looked at me, and at the rings with disdain. He told me in an abrupt manner that he would charge me $150 for each ring for the appraisal & turned his back.
Maybe if was dressed in my normal attire when I worked in the Financial District of NYC, before I retired at 45 years old, I would have been treated with more respect.
Needless to say I will not enter a Kay Jewelers again. That attitude might work on Rodeo Drive, but not in a rural community in the Hudson Valley.
Albany, NY has numerous jewelers where I will receive the respect any customer deserves no matter how they are dressed.
Alan O

When I first received my ring, it had to be re-sized to fit properly. I picked up the ring from the Kay Jeweler's store at Eastview mall after it had been re-sized and one of the side paved stones fell out after just 3 days. I brought it back to the Eastview mall Kay's location and they had it replaced. I picked it up after that repair and after about 3 weeks, I went to have the ring cleaned while I was at the mall and another one of the paving set stones fell out while it was being cleaned. The employee sent a note with the replacement of the stone to have the prongs evaluated while the stone was replaced. I got the ring back once the stone was replaced the second time. I have had the ring for about two months since then and yet another stone has fallen out, this time on the side band of the ring. I will be bringing it back to the Eastview Mall Kay location later today to complain in person about this, as it seems a bit ridiculous that three stones would fall out within 4 months of even having the ring. I am very disappointed that I have barely been able to keep my ring for two months without a stone falling out and needing repair.

Horrible, horrible, horrible ! I've been dealing with an issue since AUGUST of last year ! 9 months ... Kay's has taken my original wedding ring and replaced it with a new one to only damage that one too. They sent me to Jared's ( their sister company ) after Kay's messed up 3 times and jareds managed to damage the new one . The representative from the corporate office is very nice but they will not give me a refund . I've been dealing with this too long ! Every time I go in after they try to order a new ring, there is always some kind of mix up. Not sure what to do at this point but I know that I will not recommend either Kay's or Jared's to anyone ! Extremely disappointed. I've lost the most important piece of jewelery and been stuck in this mess.

To Start I have been Purchasing jewelry for many years from the Pembroke Lakes Mall Kay's Location as it is 5 minutes from my home. I have never ever faced a un pleasant sales associate but today I Was approached with a smiling face so i thought. The sales associates name was Martha Dont GO to her.
Lake of patience kept sucking her teeth and letting out big sighs as i continued to ask to look and different rings. I told her that purchasing this ring and asking my long term girlfriend to marry me was something i wanted to make memorable. Ring after ring and her patience growing feel away as i asked to look at another ring she blurted out that her time is money and am i going to buy a ring or not because she needs to help a customer that is going to buy something not just look. I was appalled that that would even come out of her mouth.

I have now gone to the Jareds to have the ring custom made. I will never return to Kays To purchase anything again

I never leave complaints but this lady took the cake dont buy from MARTHA your just a dollar on her paycheck... Sad who trained her

Kay Jewelers Outlet International Dr Feb 14th 2018. Manager Peter.
Purchased a bridal ring, didn't work returned it, original packing and receipt. Payed partial Kay Card (new account) Part cash. They didn't have sufficient cash in store to return to me, but Peter said he will get it for me as I was an international traveler leaving on the 24th. Little did i know Kay's return policy is tender for tender, meaning if you give them cash they give you a check.

Peters intention was to never give me cash, he was going to string me along so I can exchange my gift, so he keeps his commission. He called all these stores looking for a store that can accommodate me . He tried to return it on my debit card, knowing full well the system wouldn't allow it. So after being there for 2hrs on 2 separate days i called him out on his BS.

he told me there was no money in the store and over the last 2days he couldn't accumulate $500. He told me that the store started with a starting balance of zero cash and there had been no cash transactions in 2days(Orlando Fl a tourist destination --no cash?). So when I started voicing my frustration openly and slightly elevated, this was his story:

"So i can give you $150 cash at this store and you have to do an exchange for the difference. If you go to the Vine-land Store they will give you $200 cash and you can exchange the difference. And if you go to XXX store they will give you $250 cash you can do an exchange for the difference" This dude was a straight con artist and a scammer. He obviously thought I was an [censor] and was fully trying to take advantage of me.

I got so frustrated that I was about to give into his BS. I was going to take the $150 cash and do the exchange, even tho the thought of that repulsed me just as much as Peter did at that moment. I told that Wolf in Sheep's clothing to pick the watch for me, which he did. I never looked at it cause I was so pissed. When I went to the counter to finish this transaction I finally looked at the watch. It was the ugliest piece of crap i have seen. He must of picked the ugliest watch in the store. I looked at him and said "you just keep insulting me don't you? Does it look like i would where that piece of crap?" He said "This is a 600 dollar watch that im giving to you for 300"
He was still trying to sell me and make some commission after all he put me through.

I lost it...long story short, I picked a different watch, he refused to serve me anymore, claiming that he had other customers to attend to. I shouted that I am his customer finish attending to me. He called security and had me escorted off the property. Thats when he finally revealed that he was the manager. All this time I thought he had no power at all. If he would of just told me from the beginning that it was Kay return policy that cash is returned in a check and that there was nothing else he could do, none of this would of happened. I would of still been a Kay Customer today.

i returned the item at another store and had the check mailed to a friends address. Peter is a con artist and Kay Jewelers is crooked. Thats my story.

I rec'd a GIFT from my b/f, who is currently in CA. I am in GA. I have the receipt, the item is boxed, never been worn, & in a Kay Jeweler's bag. The ONE necklace that I want is a Neil Lane brand, which Kay keeps advertising on TV. However, no store in Georgia has it in stock. I'm told I can have them order it but the $ won't be known until it arrives, due to the fact that I am exchanging an item for the necklace, and not just buying it outright. I'm told that the necklace would not arrive in the store until 4/10! Online, a chat rep advised that if I bought the item on 2/14, I would have it 2/15. None of this makes sense. I want to exchange an item that has never been worn, was purchased RECENTLY, I have the receipt, it is well within the 90 day period, and I want to get something MORE expensive and me pay the different out of my pocket. Why is this an issue to want a higher quality item than what is in your stores? Why are they treating me like I'm doing something wrong? He bought it with a Kay credit card. I called Gainesville, GA store and was told I have to get something in stock only. They said I couldn't buy it and exchange when it came in. I called Buford, GA store, who was very rude! She said I had to return the items, credit his card, and start all over and me purchase it all myself! Or I could become an authorized user on the card and she wasn't sure what privileges that would give me. Then, she said she couldn't help me any more, and hung up. I was put on hold several times by April in Athens, who was nice and trying to help me get the item I wanted. She said she would check with her manager, Jessie, and they would call me back, and no one did.

I had got a ring for Christmas a like most people I was out of town so I got it sized in the local mall and asked if they could ship it to the mall where I live. They said that was fine so she got my ring size and when she was asking question to write down on the slip she wrote down the wrong last name and email. When I told her it was wrong she just said ok and keep it. Now my ring just got that the other mall and I called to ask if it was being shipped to the other store the lady on the phone said we can if you want to like no it should have already been on the way because that what I originally asked for. Maybe this isn't that big of a deal but I really don't like how my whole order is a mess.

in 12/15 a ring was bought as a Christmas present, on 12/26 we brought it back in to have sized, they tried to make the purchaser put down a 300 dollar deposit because they couldn't size the ring, they had to get a new smaller size because it was being sized down from a 8 to a 5. didn't get ring back until almost valentines. no explaination, no apology, rude as crap. coral springs
then 4/17 sapphire tennis bracelet purchased for bday present, wore it once, stone popped out, brought it to Town Center mall, where I wound up exchanging it for something else because there were none available to exchange in any store. The assistant manager, sold me earrings and bracelet to match the previously mentioned ring, promising me that I would be able to get the earrings made into screwbacks without charges so long as I purchased the esp. Which I what I did. On Dec 12, 2017 I brought the ring to get sized up due to water retention due to chemo, and the earring backs made into screw backs. First they attempted to charge me 100.00. Then the Manager, George I believe got involved because the assistant wasn't there. I was promised them back by 12/22 and on 12/28 I received a call that the ring was back and when I went in I was told that my earrings had to be replaced and they weren't done yet. On January 7th I received a call about my earrings being in. So both promise dates were not honored and not even so much as an apology or any compensation made for the fact that 2/4 pieces of the same collection were not available to wear for the holidays. All because you broke your word, yet again and Isaac from corporate customer service just further insulted me as a customer.

On December 27, 2017 at around 545 pm, I entered Kay Jewelers East Point Mall location store. I patiently waited in a somewhat long line to pick up an online order. Upon approaching the register I was told by an older white male associate that he would be right with me. He then proceeded to walk around the store in search to find something assumedly more important. After a few seconds passed of doing nothing the associate walked over to an older white woman and ask "Do you need help with anything" the lady replied "No, I've been waited on, thank you!" The associate then proceeded to ask a white couple "can I help you all with anything?" They replied "no" as well. As I watched the associate disregard the fact that I was in line, HIS line go to each customer/browser to ask if they needed assistance I was in total amazement. As a black woman in America I've never personally been treated so unjust and been overlooked as if I didn't exist or didn't matter. My feelings were hurt beyond description. Racist America hasn't failed us yet, whites continue to prove that they can't treat us as human beings. What disappointed me the most was that not only did the white female associate defend this man, she stated that security or the police would be called because I got upset for being treated this way. Another male associate said absolutely nothing. All of this happened in a well-known business widely supported by many black and brown people. To have something as distasteful as this happen in a major retail company such as Kay jewelers was shocking. I've reached out to the regional manager Shannon Phipps in efforts to discuss this incident and haven't received a call back as of yet. I am in hopes that this issue will be resolved properly. To be discriminated against because of the color of your skin or the way you look to a person is hurtful, unlawful, and a disgrace to Kay Jewelers and Sterling jewelers as a whole. I was able to retrieve my merchandise, but truthfully Kay jewelers has lost a frequent consumer.