Kay Jewelers
Reviews and Complaints

Ordered some jewelry from Kay Jewelers and one ring was too big, so I contacted them and asked for an advice. They said that I sent them the correct measurements and they will resize the ring for free! Seemed like a great deal so I gave them all the necessary information and sent the ring back. They said that they need approximately two weeks to do that. Two weeks later I asked about my ring and they said that they needed some extra time. Then they just stopped replying to my messages and since then I hear nothing from these scam artists! I just hope others take a lesson from my terrible experience.

Have placed several complaints as well as reached out to corporate and have yet to receive any sort of resolution despite the company stating they would address the issue. Sales associates not recording inspections, ring needs constant repairs. My engagement ring was purchased in Dec 2012 (upwards of $3, 500), by spring of 2013, 5 diamonds fell out. Returned it and it was replaced. More diamonds fell out, it was repaired. Went into get ring inspected as required and sales associate never provided me with paper work. Again more diamonds fell out, Asst Manager in Mentor stated that it was my responsibility to get the paperwork. They will not stand behind their product and I now have to pay for the repair? How is this the consumers responsibility when the associate should be trained to ensure their customers are completely satisfied and have everything that they need when they leave the store.

I work overnight, and dropped off a watch for battery replacement and a link removal about 5 weeks ago. Not only did I NOT receive a phone call to inform me that it was complete, they were closed today at 1115 am (January 10th 2016) due to an inventory. I feel completely frustrated by the complete lack of preparation on this locations behalf. Why should I have to wait, when the store should be OPEN, because the staff did not accurately prepare for something that they've known was coming? I've already waited 5 weeks, and now I have to cut into more of my sleep time to come back on another date because they were closed for inventory. I had an online chat with "Odessa" and all that I received was an "I'm sorry for your inconvenience". Your customer service is possibly the worst I've encountered in a retail business, which is my field of work. Sorry does not get me my watch back, nor does it get me my sleep. I've never had a single issue when performing my inventories, which makes me question the staff and their capabilities. Once I get my watch back, I will never do business with this company again, mainly due to their ignorance towards the consumer. "Sorry" does not cut it when someone is as affected and angry as myself, and I can assure you that everyone I know will be informed how absolutely terrible this company is, especially in regards to customer appreciation and service. I would like to speak to someone about how to resolve this. I want my product back, and I don't expect to have to set foot in their doors again.

I'm very unhappy with kay's jb robbinson and jared's i had a credit card with all three of them and i did not owe anything on my kay's account and they closed my account out i do owe on the jared and jbrobbinson account and they closed them also only because i was late on my payment twice due to being in the hospital having surgery and i did get my payments back on track and they still closed all three of my accounts . I think its pretty sad that they did this they told me that they redo your credit information how can they redo your credit information when they didn't even ask i think they go to far with this its sad and very disappointing when you paid your bill on time and owed nothing to kay's and they still close your account .

I purchased a 2 carat diamond ring 3 years ago. I have lost anout 8 different stones out of it and keep having to take it in for repair. Today they finally stated it wa excessive so they called their customer service department. I was then iformed that I can trade the ring in but have to purchase over the amount I paid. I started looking and found one I liked but I did not want to have to pay $1500 more for it This was after a sale price and discount. I told them to fix my ring again. I get home and look on line and I could have bought the ring I was looking at cheaper on line. I have spent thousands of dollars at this store and they do not treat returning customers good at all. All I want is my ring that I do not have to wait 3 weeks for everytime a stone falls out. I do not think I will ever buy anything from them again.

The absolute worst customer service of any company I have ever encountered! Without writing a book, my wifes wedding ring has been sent for repairs and returned without anything done, resent and so on! This has been very trying for her and me as well! They will tell you anything you want to hear to your face, but reality is they are terrible! When asked for answers the reply is " Like we are sooooo sory for that" Trying to get on the phone with managers is next to impossible and after HOURS there was NO follow up! Buying from KAYS has deffinately been one of my bigger mistakes! I only pray people read these complaints before going to their store and look elsewhere.

I am very dissatisfied with kay jewelers period! I have my rings inspected every 6 months. I have a ring that was bought in 2006 and since the time it was bought it has to have diamonds replaced EVERY time I go in for inspection. It is a four tier ring with a diamond on each tier..It was the first ring my fiancée bought for me..First they told me not to wear it but that is why he bought it. for me to wear.He did not buy the insurance because like I said first ring and he didn't think about it. Needless to say..this ring has become quite expensive.But it is beautiful and my favorite ring. Which now brings me to my real complaint. We have bought 13 expensive rings from kays(mostly diamonds). My latest problem is that I went to have my rings inspected in July. 2 rings needed repaired.. My latest ring is a diamond love ring.It keeps breaking on the band.I just picked it up todaySeptember 20.. They had it that long.Said jeweler broke it and couldn't find one to replace. No phone calls.. nothing.As of now will never buy anything from them again.This ring has been replaced 3 times! Too much paper work to send..The order number for love ring is [protected].

My boyfriend purchased me an open heart ring, half regular diamonds and half blue stones in October of 2013 at the Kay's in the Mall of NH. I brought it back later that month to be sized to a size 6. This took them about three weeks, I got a call that it was ready, went back and picked it up. I wore it on my ring finger all day every day, through normal wear and tare that it should be able to take. Within 3 weeks the back of the ring where it had been sized broke. I returned to Kay's they apologized left and right and said I would have the ring back in another 3 weeks. Again, they called after the three weeks saying i could come pick it up and I did. I wore it for another month when the back broke again. I returned to Kay’s with the ring and they said they would custom order me a new one in a size 6 they said I could keep the current one and that the custom one wouldn’t be in for two months. I couldn’t wear the one I had seeing as it was broken, so it sat in a box in my room for two months. The last week of March the custom one came in I went and picked it up and returned the old on. The first week of July I noticed I was missing three of the blue stones, I brought it back and they told me they would send it out to be fixed. They gave me a promise date of August 6th. I went to pick it up and they told me they did not have it. That they would call the main shop they sent it to and call me later that day and let me know when it should be in. As of this morning (Aug. 8th) I still had not heard from them. I called and they said it still wasn’t in and they would call the shop and then call me right back. This time they did, they said that they just found the blue stones and it wouldn’t be sent to the jewelers for them to put the stones in until Wednesday (Aug. 13). They said that it would at least another three weeks until they had it back for me. As all of this has been going on, they have had the ring more then I have, and my boyfriend has still been paying the monthly payment for the ring. I have had the worst experience with Kay’s and would not recommend there business to anyone.

My fiancé' ' and I attended a Levin trunk show at Kay jewelers at the Moorestown Mall in NJ. The company brings a large collection of chocolate diamonds to a retail store on a scheduled date. It is promoted as limited special pieces and only offered during certain show dates. We found a wedding ring that had a retail price as $3, 595.00 The sales representative from LeVian said that they could discount the piece to $1438.00. Four months later we see the same ring for $1, 438.00 list retail on sale for $734.44 Boscov's, Moorestown Mall, NJ and also at Neshaminy, Pa.
The sales clerk at Moorestown, said that later on there would be some additional sales that would bring the price down even further to $469.00. I went back to Kay jewellers the manager on duty said she couldn't do anything because retail stores price things differently. I can understand a few dollars different but from $3595.00 to $1, 438.00. Is a big difference what is the true retail ? The so called trunk show was promoted to represent special limited pieces that are sold only on trunk shows. I saw my ring at Boscov's in two different locations. I wouldn't call that limited. When I contacted LeVian they told me that the retail on my ring originally was $1, 797.00. I felted an error was made in pricing, as my ring was priced at $3, 595.00. They offered me a $500.00 coupon towards a purchase at a trunk show only. I countered offered a $700.00 coupon towards any LeVian piece of jewlery at any location. They said, "they could give me $700.00 but it would only be towards a trunk show purchase only." I refused their offer as the merchandise bought at these shows are overpriced to begin with and they would be giving me anything. I think this should be brought to the attention of consumers to make them aware that the items being sold at these shows are not what they promote. The merchandise is overpriced and not special to just trunk shows. I later checked on line and noticed a ton of complaints for Kay jewellers. Their mark up on items is way out of line. This needs to be investigated so other consumers avoid being ripped off. Copies of sales receipts are available upon request.
Please let me know if you can be of any assistance with this issue.
Thank you

My husband and I have both been long time customers of Kay Jewelers. Recently the level of customer service we have experienced has drastically decreased. Two years ago, I purchased a beautiful 1ct anniversary band. Over the course of two years, I have lost multiple stones out of this band. I do not wear this to shower, put lotion on, wash my hands, work in the yard, etc. So there is truly no excuse for this poor level of craftsmanship. Thank goodness for the warranty I guess. Even that is a pain because it takes a month to have the repairs completed.
Less than a month ago, I decided to upgrade that ring to a new style. At the same time, I also upgraded my wedding set. Spent well over $10k between the two and was deemed a “VIP customer” by the store manager himself. I was told he could do XYZ and save me even more money if I would come back four days later when they had a huge sale going on. He told me that he would special order the ring in the correct size that I needed and would have it back in the store by the time I came back for the “amazing” sale. I show up on the sale date at the time I was told to arrive for my appointment, only to find the store swamped, the manager busy with other customers and the other sales gal, who had helped previously, also busy. So I waited for almost 30 minutes past my “appointment” to even speak to them. During the course of this I learn that my special order ring isn’t even in so therefore they would have to do a purchase on a similar ring, only to have me return that ring when my ring arrived. I agreed. At this point, I was tired of waiting and it was incredibly hot inside the crowded store.
After almost two hours of “dealing”, I’m handed receipts and told these “bridal rewards” would help lower the cost of one of my purchases. Only after the fact do I find out, these “rewards” are pretty much worthless to me. I now have $2500 worth of rewards that I cannot/will not ever use. To be able to use these rewards, I must spend 3x the amount of the certificate. Having just purchased two very expensive diamond rings, there are no other large purchases for me to make. I truly do not appreciate the manager telling me that I could use these to set back the cost of the rings or even promising me one price only to not even be able to get that price approved to begin with.
Now it’s several weeks later and still no rings. My “special order” arrived in standard stock size. The sales gal called the wrong number (she mis-read the number) and left a message regarding the size issue, or so she says. Only for me to drive over an hour to the store to pick it up and find out it is wrong. After experiencing her rude mannerisms as I tried to politely explain my frustrations with the whole process, she finally promised me that it would be a rush job through the Kay repair system and she would have them back in a couple of days. Now I’m still impatiently waiting for both of my rings to come back to me. VIP status, $10k in sales, none of this means anything to these people. At the end of the day, they care about meeting their bottom dollar. Not in keeping their customers satisfied. I personally, will not return.

I purchased my wedding band July 29. I was told that it was going to be ordered (taking a month), then sent back out to resize (expected to be back October 8th). At about the 45 day mark, I feel odd about this company. Their contact states there is no returns after 30 days, and only exchanges before 90 days. It's after the 30 days and I have not even seen my ring yet... this does not seem right to me. I go in for a refund, they cannot do anything (this all took an hour and a half to find out!). I wait it out, and go back in when my ring arrives only to find a visible to the naked eye blemish on the band. I ask if this could be buffed out. She views it under a microscope (I don't understand why) and says she will send it back out, it will take a week. A week goes by, I go back in to find a nice big line where the blemish was. At this point I am irritated that the "professional" jewelers and the store manager both missed these blemishes when they are clearly visible. I wait yet another week, and receive a phone call that the ring was automatically send to a different jeweler. Very irritated that it has been 97 days after purchase, 3 payments, and I have no ring, I search for a way out of the contract. In their terms and conditions it does state that if a customer is not satisfied and they live less than 100 miles away, still owe on the ring, purchase was more than $50, and it has not been paid in full, there is a possibility of getting a refund ( this can be found under Your rights if you are dissatisfied with your credit purchase : http://www.kay.com/CreditTermsView?langId=-1&storeId=10101&catalogId=10001 ). I called the corporate office the next day [protected] ) I explained my situation and the case was sent to a higher up, case investigator. The next day I receive news that I will be getting a refund due to the fact that the ring never left the store, the terms in the contract, as well as the fact that the day I went in (that took an hour and a half) they had refunded the ring to my account, found they couldn't and repurchased the ring, making it now within the 30 day mark again! I went in that very day and got a full refund for the ring as well as a $50 gift card for the trouble. My only issue now is what am I going to do with $50 from a crappy company with horrible jewelers and horrible quality jewelry?

We bought the wedding band to match my Neil Lane wedding ring from Kay Jeweler, but the display wasn't in the right size and they had to order it. When I got the band, I realized it was not the same quality AT ALL as the wedding ring it was supposed to match or even the store display. Next to the display, it looked like a cheap KNOCK-OFF, but we ordered it IN PERSON at their store!

The issues with the craftsmanship are visible with the naked eye in the swirl design. The carvings are angular, appear chiseled, and the swirls on it are much LARGER, even though it was ordered in a smaller size than the ring, which had been sized-down a few sizes. In the swirls, the upward notches are cut too far into the middle of the swirl, removing the center dot and creating a straight line up the middle instead of a curve to the center. The design is similar, but it is a much poorer quality. It is uneven and messy looking instead of pleasing to the eye. There are even wavy, ripple marks where pressure was unevenly applied while carving into the metal.

I had gotten the band within 30-days, but instead of allowing us to return or exchange it, the associate came back offering to clean it and apologized that there was nothing they could do for us because the jeweler said it wasn't a defect, because it was special ordered (for the right size only) from Neil Lane and that's how they sent it. When we insisted were not satisfied with the quality, he offered to get the manager, but she wouldn't even come over. She made him keep going back and forth between us and all he could do was give us the number to corporate. When we talked to them, we were put on hold a long time while they called the store manager to talk to her, who gave them the story that their jeweler said nothing was wrong with the piece.

Obviously, there is something wrong when our piece looks hand-chiseled and the DISPLAY of what we ordered looks beautifully sculpted with laser-like precision. They have a promised 60-day return policy, but because the store is claiming there is no defect, corporate wants the band sent back to Neil Lane. But then the store manager said corporate was wrong and Neil Lane doesn't take back defective jewelry they sell Kay Jewelers. So she says she will send it back to corporate to have them to inspect.

Anyone with eyes, especially anyone who looks at jewelry for a living, can see the difference... so what the hell is going on with this store pretending this ring is perfect and saying they can't do what Marie at corporate told them to do?! It makes us suspicious that maybe they made our ring at this store, when they are repeatedly telling us they ordered the ring from the Neil Lane store.

The staff that works there, are consistently rude, lazy, disrespectful and unprofessional! Don't shop at that lousy jewelry store!

Kay jewelers called my home about my late payment and I was ours of town. My Kay charge card is on my name alone. They called to find out when I was going to make my payment and gave my husband all of my info as far as my late payment amount when it was due and the balance I owe on my charge card. My husband is not part of this line of credit and should have not been given any info. Kay jewelers just called and I discussed this issue with Jennifer [protected] she said she would remove him from their notes and will not discuss my account with him again but wanted to know if I could go to the local store and pay my bill. For real?+

Worse Customer service ever
15 years ago I purchased a 5ct tennis bracelet for my wife at the Dayton Mall J.B. Robinson. During the same time we purchased a 4 diamond 2 ct ring for me. We purchased the extended service plan for both with the promise “lifetime protection”
We have taken our jewelry for the scheduled inspection every 6 months as instructed per the agreement. My wife’s bracelet has been in for service 12 times, 4 times in the last 12 months. My wife has come very close to loosing her bracelet several times, once at a restaurant where we got home and noticed her bracelet had fallen off once again. We called the restaurant where a very honest Manager said it was found, we could pick it up. Once watching a football game for my kids, when my wife noticed it fell off we had the entire team searching the football field. This last time it fell off while driving the car. My wife is a stay at home Mom, not like she is working on cars or digging ditches, she wears her bracelet every day, and it holds a lot of Simmental value to her. Today her bracelet was promised to her once again after dropping it off a couple weeks ago. We were told the bracelet was not ready and might be 3 more weeks to get it back, we were also told the bracelet had a lot of gold wear, and was going to cost Kay’s over $600.00 to repair through ESP. They suggested we trade in our bracelet towards a new one; however they would only give us what we paid for the bracelet 15 years ago. Diamond and Gold prices have truly rose during the last 15 years, my thought being that is why people buy investment type jewelry expecting it to increase in value. What will trading in a 5 ct diamond bracelet purchased 15 years ago you ask? It will get you a 3 Ct Tennis bracelet without adding any money. Just during the last year having this piece repaired 4 times cost Kay’s over $1, 000. We were told this piece would most likely continue to have problems because a Tennis bracelet of this weight was designed to last 10-15 years. My question is to Kay’s Customer Service: Please tell me why if the jeweler knows this, why would Kay’s not simply replace this damaged bracelet with a new bracelet? We were guaranteed a lifetime of protection. The Manager at the Tuttle Mall, Dublin Ohio Store # 9093 Kay Jewelers is very helpful where even he can’t understand why something else can’t be done either. For a company that has been in business this long truly don’t understand the meaning of putting the Customer first. I purchase a new piece of jewelry for my wife every 2-3 years; it has always been JB Robinson or Kay Jewelers till now. Never again will I purchase from this company. There is times where you put the Customer above the bottom line.

I recently went to Kay Jewerly in Oak Park Mall to purchase a ring. When I arrived at the store there were a number of people behind the counter laughing and talking to each other but they paid absolutely no attention to me. Absolutely none. I finally ask to speak to the manager who had serviced me in the past, instead a new manager came up and she told me that they had a number of things going on and was looking for lost merchandise. I told her I wanted to look at some rings and she seemed to be totally put off by that. She ask if I would return after lunch and then "she could show me something". I just walked out and I won't ever shop there again. I had shopped there for a number of years and the lady that I ask for was no longer there. I ask if she was still working for Kay's and I was told by the manager that she didn't know. Later, I found out that she was indeed still working at another Kay store. Why would this new manager not simply tell me the truth ? I will no longer shop at Kay's and I can't imagine why a company would employ such a manager as the twit I spoke to.

Unprofessional & rude staff, misusing customer information & supporting discriminatory work policies...