Kay Jewelers
Reviews and Complaints

Horrible manager named Michelle!

Worst Customer service ive ever experienced anywhere! Went to Kays about a week & a half ago to look and purchase an engagement ring with my fiance. Starting looking at rings in our budget and was only shown 1 ring which I loved (& the girl who showed us the ring got kinda in trouble for showing it to us) until they said they were having a diamond show & started showing me rings from those cases, apparently they only have a diamond show every so often and I was shown about 3 rings or so from those cases & ended up picking one of the 3 after being felt like those were the only ones in our budget and I was pressured into it. We were able to get the ring sized that day & take it home.

Skip to week or so later, I decided to just browse online at rings that were in our budget & that said available in store at my local store. Came across several beautiful rings that I was NEVER shown to begin with so I decided to call and speak with the manager who helped us & told her about how I had seen a few online that said they were available in store & in our budget, so I go to the store to see them in person to make sure I didn't pick the wrong ring.
Got there & the manager who from the first visit was super helpful and nice, didn't speak to me once when I entered the store. I showed the girl who was helping me a few rings I seen online that said they were in store & the first ring she said " oh we just sold that ring" the 2nd and 3rd ring I showed her she Said " I don't think we have it" & I was like "why would it say it was in store if It wasnt?" She couldn't give me an answer. She did everything in her power to convince me to keep the ring I had but that pissed me off even more so I still ended up returning the ring which I know they aren't happy about, but I wasn't happy with being pretty much only shown options that benefited them. They didn't treat me the same as the first experience & u just don't do your customers that way. Regardless. I will do everything to make sure everyone is aware of how crooked this place is.

Also, after returning the ring (which was leased throigh progressive) we made an account online to see how the process of the refund was going, come to find out our total was double the price we were told it would be in store from the kay employees. The deposit we put down was suppose to be 79 dollars and would also be the amount of our monthy payment & after looking online we discovered they charged us 86 dollars for the deposit & that our payments would be 91.60 WEEKLY! We were told 79 dollars and some change monthly and then it shot up to 91.60 weekly! They never went over the contract or interest rate with us.

After the return I asked the employee if everything on their end was done and all we were waiting on was the leasing company to do their part. Called the leasing company to find out that they were waiting on KAYS to send the invoice over to get the refund process done & taken care of.

Called Kays once again to speak with the unprofessional, rude heifer off a "Manager" to make sure they sent the invoice in and to try to get some answers as to why she never vocally disclosed with us while signing the lease that our total was actually double the price she told us, & she would not answer the question. All she would say was "you made the return, what else do you need, blah blah.." How they can get away with is beyond me, after asking her multiple times times she actually HUNG UP on us. I called bk & another girl asnwer the phone, I continued to try to get answers we as customers deserved & as I was speaking the girl started pressing buttons on the phone & then hung up on me, incredibly immature & unprofessional. I am mind blown at my experience. I made a complaint with corporate, with the better business Bureau and got intouch with the district manager with the help of another kays manager of a different location!
KAYS IS A FREAKING JOKE, THEY LIE & NEVER FULLY DISCLOSE THE FULL TRUTH & PRICE TO THEIR CUSTOMERS IN ORDER TO MAKE THEIR SALES & COMMISSION!

Anyone ever heard of or the misfortune of kay jewelers putting someone else's purchases under their names? On November 3, 2017 I went into the Kay jewelers store in the Middletown, NY location to have jewelry inspected and also because a pair of earrings I received for Christmas 2016 were defective and the clasp was loose on one and I lost it. I was there to purchase a replacement. upon having my jewelry and diamonds inspected the sales rep started scrolling through the purchases under my husbands name and asked me "which necklace was being inspected", showing me her iPad to pick which one I had with me. Much to my surprise there were two necklaces under his name. In the eight years we've been together he's bought me one necklace, the sales rep said at that point that she may have shown me "something I wasn't supposed to know about". I asked when it was purchased and she informed me that it was purchased on Christmas eve 2016, the same day my earrings were purchased. Angry and upset I left the store and went home, checked my receipt and found that only purchase was made that day. I called the store and spoke with the sales rep who then informed that the earring were purchased with a card and the necklace with cash. She then informed me that if someone came in and made a purchase on that day for cash and didn't purchase an extended service plan that the store is OBLIGATED to place the purchase under someone's name and that the store will place it under the last customer's name for the store records. Needless to say, if this is truly a practice at Kay jewelers I cannot imagine how this is okay with all the possible problems it could cause a family.

I've been a Kay's customer for 30 years just paid off a ring I bought for 12.000 dollars.i didn't buy anything for 2 years and they closed my account.they told me if I don't purchase something they automatically close the accounts.well if I owned this store I would of called the customer and let them know this at the very least.since they closed my account my credit score dropped 50 points.so to that I will never ever buy a piece of your over priced jewelry again.also just paid off Jared and I won't be going there either.thanks for nothing.kevin stockman Toledo ohio.

While my wife was waiting in China for her immigration visa to come to the US, I bought a pair of wedding rings for us through Kay Jewelers. I had to have my wife measure her size using a printed ring sizer as we were separated by an ocean, but when she recently arrived in the US it turned out both our rings were too large. Thinking we could have the rings resized, we took them to a local Kay Jewelers store. They said the rings could not be resized, and that we couldn't exchange them either because they have a 90-day exchange policy (my wife couldn't try the ring on until she received her immigration visa and could come to the US, and I never thought they wouldn't be able to be resized). So now we're stuck with two shiny new rings neither of us can wear, and it is extremely disappointing to say the least. When "company policy" trumps customer care, we'll take our business elsewhere.

On 9/22/2017 I brought my Invicta Signature watch into Kay outlet in North Conway, NH just to have the battery replaced. The very pleasant salesperson replaced the battery, but after over 1/2 hour of trying were unable to put the back piece on it. I was told it would be sent to a repair shop for this.

Today 9/29/2017 when I called customer service I was told there was no way to expedite this since watch repair takes
a long time and there was no one higher up that could prioritize replacing the back which should take a couple of seconds with the proper equipment.

Watch repair job#[protected] store#2947. Please don't tell me I have to wait a month to get my only watch back.

Douglas Kleinman
58 Main St
Porter, ME
[protected]

Hello
My name is Kristin Van Horn. My fiance bought my engagement ring at Kay's Jewelers. His name is Marcus Gourley. His address is 10209 Fox Ridge Drive Damascus MD 20872. I have gone in twice to ask for my inspection and to have my ring cleaned. This last trip I went to on Friday August 31st to Kay's in Lake Forest Mall in Gaithersburg MD. I had the worst customer service experience there. And both visits I have had nothing written down to document the inspections. The representative just put my ring in to be cleaned and disappeared. I had to ask another representative if they are going to check to make sure it's not lose. I would have assumed they should have done that before putting it in a machine to be cleaned. But it wasn't. Today September 2nd I called to see how these inspections are supposed to work to keep track of coming in every 6 months. The representative acted as if I was annoying her. She said just come in with any paperwork you had and we will stamp it and hung up before I could say anything. I am not sure how these inspections are supposed to work. So I have been there twice now and have gotten both times very poor service and no documentation that I've been there. I would like to know how this is supposed to work. We did not but any extra insurance, but my fiance was told to come in every 6 months to have this inspection. Does this affect the ring being checked to make sure it's not lose? Please email back at [protected]@aol.com. thank you.

I am a long time customer of Kay Jewelers and have spent thousands on my wife, but after the last time I went into your Casper Wyoming store I am tempted to take my business to Riddles.
When I arrived at the store a woman, that I assumed was the manager was "counseling" a employee in a manner that I thought was unprofessional, but when she told her that she was pretty much an idiot and know absolutely nothing I figured that this was a discussion that should have been conducted in the back room especially since the employee was in tears.
I had brought back a necklace I had bought for my wife, and the chain that came with it had broke after the first time on. The employee that I was working with interrupted the conversation and I sorry to say ( now I know she is the manager as she told me as much) that " this is what happens when you don't upgrade your chains, and give crappy chains". She was quite rude to me, almost speaking in the same tone/manner she was speaking to her employee. I finished my business with the young woman that was quite nice, and left. Your store is in the center of the mall, I could still hear this shrill woman's voice belittling her employee when I got to the Target store.
I feel bad for the woman that work under her, and the moral at this store must be horrible.
Thank you for listening, as I'm sure nothing will come of this.

My husband purchased a Leo Diamond 3 stone ring for me, along with the diamond replacement warranty. Took my ring in every 6 months as required. This last time there was a chip in one of the smaller side diamonds so they sent it in for replacement. Great!
WRONG! Turns out there regular jewelry repair company does not stock any oval diamonds stones. 2 weeks later I get the ring back without being fixed. 'sorry, we have to send it to our special repair facility that has oval stones.' OK, then I find out my ring is discontinued so they don't have the identical mounting that I have but they will replace it with one that is very similar. OK. 3 weeks later i get a call my ring is ready. I have never seen such a mess of a mounting in my life. The stone they replaced is a smaller stone than what I had and does not match the other 2. It is very narrow, compared to the others that are more rounded. The mounting is uneven, looks like it has a curve, the diamonds are not set evenly apart and the prongs are like globs of platinum sitting there. I tried it on and immediately cut my finger because of the rough prongs. They sent the ring back and 2 weeks later I receive the ring back with basically nothing done to it. On the back of the work order it was written "This is the best we can do" WHAT! My ring was perfect when I took it in and now it looks and feels like a piece of trash. I will never shop at Kay Jewelry again and hope people read these reviews and heed the warnings. If you love your jewelry buy it from a reputable place that will stand by you when needed.

My husband bought me a bracelet with 4 charms close to 20 yearss ago that he bought from kays. I kept in my jewelry box for a long time until I decided to drop off at kays in Woodlands mall to have charms put on. They never bothered to call when it was bk from the repair store. I had a lot of stuff going on at the time so one simple call would have jogged my memory to pick it up. I couldn't find my claim ticket at first so they acted like they wouldn't help me even though they were able to look up info on it. The manager, Brittney, lectured me that Ineed to do my part and have my claim ticket and acted like she couldn't help me without it. When I did find my claim ticket, I called bk and spoke to another manager named Desmond whom informed me that I basically forfeited my jewelry because it was left at the store for over 60 days and further informed me they dont have to replace my jewerly. He said they may help as a courtesy but nothing says they have to. Unfortunately, I have not heard one word from them. I have called the home office several times whom said that the Woodlands Mall store is not following the correct procedure. Home office said the jewelry is not at the repair shop or home office (where Woodlands store claimed it was sent bk to when I didn't pick up). Home office lady called Woodlands store to have Brittney file claim with loss prevention or something to do effect. I was told they would give me another bracelet and charms of equal value. She said the store would be in contact but surprise, surprise-NOTHING! It is clear to me they have no intentions of doing anything. I did pay for my jewelry and deserve to get bk.

I have had my wedding ring for two months and have lost two diamonds out of it! Every time I lose one you need two weeks to fix it which means I have only been wearing it for a month! This is absolutely ridiculous! I am so carful with it I even take it off to wash my hands. I was then not treated kindly when I went in to pick up my ring from the store! I will not be referring you to anyone I know or buying from you again!

I took my Movado watch in for a simple battery change back in 10/2015. They advised I that they had to send my watch out for that to be completed since they couldn't handle my Movado there at the store level. They advised it was going to be a ridiculous amount like $79. I agreed since they said they would inspect the watch and it was a $1200 watch to begin with and I had it for about 10 years at that point so I agreed. I receive a call back a few days later stating that there were other issues internally with my watch that needed to be addressed and it was going to now cost over $240! I hesitated but had to agree since now my watch was opened and I was told it would not work properly if I didn't take care of it. So again I agreed. I was in a bad accident in January 2016 and wasn't able to drive for 4 months and was out of work. So they kept the watch on hold for me. Unfortunately, I was better but still not able to drive long distances so was unable to pick up the watch until about August 2016. To my dismay, my watch came back damaged! Thank God that they take pictures of how you drop off the watch in order to make sure that the watch comes back whole. So, the watch came back with the black part of my watch with a gash in it on the right side where the pin is. Then it also had a ding in the glass! The sales associate said that he would send it out yet again! Oh my goodness, by this time I am not feeling happy about this at all! But yet again I release my watch to be sent out to get this corrected! Finally, on 2/11/17, I go back up to the store to retrieve my watch and yet again another surprise! The black face that they fixed was replaced with one with Silver writing and not Gold as how I had originally taken it in! When I asked the manager of the store she advised that it must have been that there were no other black faces available for that watch! There was no phone call made simply an assumption and I was told that it was good as new! They set the watch at the appropriate time and I paid the gruesome amount of $256.80 and left completely dissatisfied and unhappy! Of course that is not the end of this story. I took the watch home and wore it and for 3 days the watch continued to get stuck at 5:40! I took it back yet again and advised as to what what going on and they said they would send it out Again! This was on Valentines day 2/14/17. I have called again today and they advised that they still don't have my watch back from the place they sent it to. I asked them if I can have their number as I am very dissatisfied with all of this and they said No, that there is No customer number! I asked where it was and they advised that they couldn't provide that information, just that it was out for service! I feel like my watch is being held hostage somewhere and I cant even call to complain about it! Nonetheless, I have already replaced my Movado with another Movado but am still not happy with what has transpired. I am also upset that I have paid this and now my credit card is being charged interest on something I still dont have in my possession and has not been returned to me whole. My Movado now looks like a Knock off and I am not happy with that at ALL! I was told by one of the associated at the store that I can now say I have a one of a kind! That still doesn't make it right! I have photos to submit of the black face I asked to keep but I will not forward until I get my watch back so I can show you the difference in what it now looks like. Please contact me as soon as possible to see what if anything can be done at this point! [removed] or [removed]
Store location and info:
Located in: The Avenue Viera
Address: The Avenue Viera, 2261 Town Center Ave #125, Melbourne, FL 32940
Phone: [protected]

Thanks!
[removed]

On January 29th 2016 my fang and I visited the Kay Jewelers store in Hawthorn Mall in Vernon Hills, IL. We were looking for wedding and engagement rings. A sales associate named Donna Dimarco attended us and showed us various options. She also suggested checking if I qualify for a credit line with the store. I answered that I am not interested in any hard inquiries and certainly don't want to open an account unless I select rings I want to buy specifically from this merchant. I was assured that this is a soft check that does not impact my credit history and it will disappear unless an account is opened. I was asked for my ID and social security number and the information was entered into a tablet. Just minutes later Donna came to inform me that if I am interested in placing an order I do qualify for a credit up to a certain amount. She did not produce any paper copy and did not forward any email confirmation of the application as evidence that I have applied. At this point, and since at any point of time the associate did not mention about opening an account, I decided to leave the store as we were not convinced with the offerings. I have also expressly notified Donna that in no way I do want to apply for a credit card.

One week later, on February 6th 2017, I was surprised to receive a credit card under my name issued by Kay Jewelers and already activated. I called the issuing company to realize that an account was opened under my name. There was no limit specified, nor was I given any explanation who signed the application on my behalf. I had to close the account immediately as I did not want to have it present in my credit file. I was very concerned with this infringement of my personal identity, so I wanted to clarify the case and I went to the store again on February 7th 2017. Since Donna was not there I asked to talk to the store manager. I was presented to a person called Molly. I explained the whole story to Molly and she was not able to clarify the application process to me. She insisted that the application must have been signed and authorized by me in order to get processed. When I informed Molly that I will file a complaint she agreed that this is my right. However, when I asked her for her last name and employee credentials she refused to provide the latter referring to the company policy. I explained that I need the info as a reference for the complaint. At this point Molly warned me that if I don't leave immediately the store she'll call the mall security. I was surprised by her reaction as I have only requested her identification so far. Not willing to engage in further conversation the store manager called the security without any consideration of the validity of my claims.

Santa Dollars were misrepresented as dollars to be like cash. It was not said by Kay employees that to use $100 Santa Dollars you need to spend $300. I was told i could use the $300 Santa Dollars i received as cash to make a purchase by 7/2017. Being a slick sales person chases loyal customers like me away. In order to maintain a good reputation it would seem that promossionals should not be misrepresented by employees.

I stopped at the store in Nashville at GreenHills Mall on 29/Jan/2017. I was there to buy a ring for my wife. I knew the amount I wanted to spend and was asking questions about the three rings I was trying to choose between when the sales lady interrupted me by saying if I had to ask questions then I couldn't possibly afford anything in their store and needed to stop wasting their time. Normally I would have asked to speak to the manager but she said this with the manager standing beside her. I have bought all my wife's jewelry from Kay's and was shocked by this experience. It shouldn't matter if I was spending $3000 or $30, 000 a person should be treated with respect. I don't know that I will ever do buisness with Kay's again.

My boyfriend purchased a morganite ring for me back in march of last year. It was sent back for repairs more often that I wore it! 1. Sent back because there were loose stones, 2. Two weeks later I lost a stone and they sent it back. When I got it back the stone was half the size of the other stones and not even as tall. They sent it back. 3. Get it back again and the stone is a different shape and too big! The manager had absolutely no sympathy for the defected ring or that this has been my 4th or 5th time back! Was it because we spent $450 on a ring? She said I could choose another ring or get the same one. I absolutely loved that ring - so I got a brand new one. I got it right before christmas and january 9th - the ring is missing two stones. I talked to a manager who said I can do an exchange and get a new ring. When I got there I dealt with the same manager as I did before, again she had absolutely no interest in helping me, pushed me into another ring. It was like I was wasting her time. She made me feel so uncomfortable and was unprofessional. She had no interest and by then I was so irritated by her behavior and treatment I said fine, ill take this one. (a new ring). I am so unhappy with my service there and not happy with the new ring - that is too big! It is not my fault that the ring was missing stones, or that there had been so many issues with it. I would have expected that wherever they were sending it to be fixed took appreciation in their jewelry and did it the right way! I do not deserve to be treated that way for the company's defected materials or controlled and uncontrolled problems. I was not rude to them, I did not raise my voice to them, as I knew it was no ones fault, but to turn around and be treated that way is bull, absolutely inappropriate and unprofessional. We have bought all of our jewelry from kays and now will go elsewhere.

Today 12/23/2016
Rude customer service!
I have had a Kay card for quite a few years now. Previous purchases have never been a problem until today when I called the store located in the Regency Mall in Jacksonville Florida. I placed 2 orders this month. One on 12/13/2016 and the other on 12/21/2016. The first order was to be delivered to the store today and the second order was to be delivered on 12/28/2016.
This afternoon I received an email advising me that the 2nd order was in and ready to be picked up. My first order was also to be in today.
In order to save time, I decided to call the store to ask if the first order was in. The representative that answered the phone (not sure of her name - she has an accent) As I started to explain the orders I placed and ask if she could check the drawer to see if both orders were in..she instantly started telling me as she spoke over me that if I have not received my 3rd email then my order isn't in. She went on further to say that she cannot check the website for me and that I have to call customer service. At this point I was upset that she wouldn't let me get a word in. I wasn't asking her to check the website. I was simply asking her to check the drawer. She then put me on hold to check, came back about 5 minutes later this time another female was on the line advising me that the store was full of customers (I'm a customer too) so she told me she's gonna put me on hold and check, she left me on hold for 15.5 minutes! No one checked back with me at all. During the time she had me on hold I was driving to the store. She came back on the phone to tell me that my order was there, I asked if both orders were in, then she told me yes UPS just delivered. When I arrived they did not ask for identification to show that I am who I say I am, I believe the associate that waited on me is the one that initially answered the line (she had an accent) she didn't offer to gift wrap my purchases she only put them in a Thank You bag - not a gold Kay bag like usual. I had to request her to wrap them both. btw - her wrapping skills leave much to be desired, I had to re-wrap both gifts!
After getting my purchases from the store I called customer service to complain about the awful service I received. The associate that answered the line asked how she could help, I explained. She then told me she had to transfer me. Why did I have to explain to her if she was only going to transfer me. When she placed me on hold for 8.5 minutes without checking back with me. She came back on the line to tell me because the stores are busy she apologizes for the situation and that she will speak with the store manager. I asked if that was all and her response was yeah. This is the WORST customer service I have ever experienced with this company.

First of all i called customer service and was told my account was closed because i paid late. Second of all i have bought 3 rings and was about to upgrade and the lady at kays jewlers here in corpus christi told me my account was closed. I have not recv'd any phone calls and the last ring was paid . I am very disappointed because i wanted to get my fiance and upgrade and no i can not. I have been a faithful customer and i need to know who i can report this to! not to mention you have a rude manager named alice-an older lady with a buzz cut and glasses who makes me feel like crap because i cant afford 10, 000.Oo rings so she can make comission. Please contace me asap! i want my account reopened and now my fiance is stuck with a ring that we cannot trade in for an upgrade. Your company has sevral compliants with the better business b and i will add to it if this is not corrected. Call me at [protected]

My husband wanted to buy me a diamonds in rhythm necklace from Kay Jewelers so we went there and while looking at them I said it would have to be at least a 1/4 carat center stone for it to be seen. We picked one out but the chain was SUPER fine. I told the worker that it was much too thin to trust it to hold a diamond pendant. He repeated told me that it was very strong and that I should pay for the lifetime warranty so if anything did happen it would be replaced. I asked, "even if the chain broke and the pendant was gone?" I asked three times. My husband, having seen the commercials really wanted me to have it. He paid over $900 including the lifetime warranty.
Two weeks later, while shopping he noticed that my chain was broken. My heart sank and tears started to floor my eyes. We looked everywhere, for hours, and couldn't find the pendant. Finally, as a last hope we called a shop we had stopped at on our way and thankfully they had found it. I brought it back to Kay Jewelers, which is over an hour away from my home town. They would not replace the chain. They could only repair it. I told them that it was too thin and would not securely hold the pendant. I was told that I should buy another chain then, but would not be refunded or credited the cost of the other chain. I told them that the diampnd was almost lost. I was then told that if it wete lost they would not have any responsibility to help me. They are not responsible for lost diamonds. I was livid! I explained what i was told, but was told the sales person must not have known the details of the warranty.
Anyway, they had to send it in, plus the pendant was scraped from falling in the ground, so they were both sent off for repairs. It took two weeks. When I got them back the chain was much shorter and it didn't even last a week before it broke again. I just went somewhere else and bought a better chain. As for the warranty, I will never go back there again so I hope the pendant stays in tact.
So disappointed! I will never but anything from Kay Jewelers again! I tell everyone I know not to go there.
And I saw a diamonds in rhythm necklace that had a 1/2 carat center stone for under $500.
In my experience Kay Jewelers had the worst customer relations, and the quality of their chains and employees is horrible!
I will stick with Helzbergs! They have always taken great care of me and everything I've ever bought from them.

R. Mora

2012 bought an anniversary band, men's wedding band and white gold necklace. One month diamond fell out of ring, replaced ring for me, year later necklace broke, 2014 my husbands ring broke in half, had to pay 40$ to have it replaced. Last week anothe diamond fell out of my ring. No I did not have it insects every 6 months like I should...however to replace one diamond out of 14, it is costing me 150$ which extended warranty to set diamond and polish but that equals out to be 2100$ if I replaced all 14 diamonds which is 600$ more than I even paid for the ring. I feel I am being ripped off. No way my jewelry purchased at Kay jeweler a should last me less than 3 years

I work for this company and they do not help get anything figured out. I signed up for my insurance and they charged me a back pay for a month I didn't even use/technically have the coverage since I signed up a day before the dead line. I called to get it figured out since I have a child to provide for and they pull almost my entire check from me, they told me that's how it's done with benefits they make you pay back from the time of your open enrollment if by chance I had seen the doctor which I had not seen since I hadn't signed up for insurance. When I asked about cancelling the lady informed me I was not able to cancel my insurance until the next open enrollment date due to some federal law crap, I'm not sure how a company can make you keep an insurance that you no longer want because of their shady practices and unwillingness to help make it right when the information was never clearly described.