Kay Jewelers
Reviews and Complaints

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

My best friend has worked at this store for nearly 3 years now...her manager Jenny has been threatening to fire her, cut hours, complaining about sales numbers you name it - no documenting, but just threatening my friend. This is something that my friend actually put up with, she did not call her HR Dept, which I suggested, she felt nothing would happen, her boss makes too much in sales, she felt that they would not do a thing, . and it would just make matters worse for her. She gets the worst shift hours for one thing, but what I am complaining about his the recent things she is having to tolerate. My friend found out in May that she was pregnant, her 1st... she told her work - and Jenny her boss, said she would be gone by August. And my friend started searching for a job while she still worked her shift...then when a new computer program was installed that the manager needed help with - she backed off on her letting my friend go, cause my friend was able to help teach Jenny the program. Well in the last month as her maternity leave was approaching... this boss threatened to make her part-time to nullify her maternity leave. Well her labor started early, so she spent several hours in the hospital one night recently... she tried calling her boss the next morning to tell her that she had been put on bed rest, but her boss did not return her calls. A family member dropped off the note from her doctor and Jenny avoided that family member that tried to drop it to her, instead after waiting for nearly 20 minutes for her, they left the note with an employee who was told to give to Jenny as soon as she was available. Well my friend went into labor 2 days later officially, and while in the room within minutes of delivering, she found out that Jenny was trying to get her fired for a no call no show - saying that the doctor note was not valid, because my friend never actually spoke to her. She is trying everything she can to take this earned benefit away from this hard working employee who earned it, and especially now when she is delivering her 1st born - what is wrong with this person. I am asking, if anyone knows where my friend should go with this complaint to please help with info. I suggested fair labor and practice board, if not her own HR... any suggestions? If you want jewelry in the Hanover, Pa area - please boycott Kay Jeweler's - or if you choose to shop there - do not deal with the woman Jenny. I don't know how people like this exist in the world.

Be glad that none of you work there...I have a friend who has worked there for almost 3 yrs now...The manager (Jenny), older woman with glasses, has been tormenting her for over a year now, with threats of cutting her to part time, or firing her... but never writing her up - I told my friend to contact her HR Dept, she won;t she's afraid they will fire her. She says all the time, that she feels her boss doesn't mean it, but it doesn't stop. She told her work she was pregnant back in May 2012, and her boss immediately told her that she would be gone by August. Then when a new computer program was started within the company for schedules, Jenny needed my friend because she did not understand the program, or how to use it. So my friend was needed, so she was not let go. Two weeks before her maternity leave was to start, Jenny threatened to move her to part time before her leave started, that way it would nullify her leave. Again it didn't happen, but why threaten her - does she really need that in her condition. Now this week my friend was put on bed rest after going into early labor, she had a family member take the note into her boss, because her boss does not return her calls... - while she is in the delivery room yesterday, she finds out Jenny is trying to fire her for not calling in and speaking with her regarding the note to start her bed rest, saying that she was a no call no show. If you need jewelry this season in Hanover, avoid Kay Jewelers, or if you go there - DO NOT DO BUSINESS WITH JENNY. My friend is still unsure what is happening, she gave birth just yesterday, and does not know if she will qualify for her maternity leave, after working full time for 3 yrs, and then this (Pardon - Bit**) goes and does this. Boycott Kay Jeweler's !

Kay Jewelers (Augusta Mall) is even worse! They not only practice job discrimination & harassing or scaring away customers, high employee & managerial turnover (people constantly fired or losing jobs working there), but the managers that work there are lazy and they train their employees to lie about the merchandise (they sell fake jewelry), passing them off as real gold or silver, ripping off customers or overcharging for the jewelry that they buy.. STAY AWAY FROM Kay Jewelers...

AVOID! The previous commenter is 100 percent correct. The customer service at this location is a 0 rating. Anyone thinking about buying jewelry from here, heed my advice and avoid the headache and heartache this store will cause. On August 21, 2012, the Midland Mall Kay Jewelers provided me with the worst experience I have ever had dealing with a business. The sales clerk and manager, both who refused to provide me with their names, were the rudest, most inconsiderate, and unhelpful people I have ever met. I had just gotten engaged two days prior and my ring was too big. My sister and I went to Kay Jewelers and asked the available sales person if they had the temporary “plastic” ring guards. She told me that yes they did and asked me for my ring. Upon taking my ring she sat down, with her back to me so I couldn’t see what she was doing, and proceeded to take PLIERS to my TWO DAY OLD multiple thousand dollar engagement ring. When my sister, who was to my side, noticed she was attaching a metal ring guard to my ring, I asked her to stop what she was doing. Obviously, metal scratches metal. However, she continued to finish what she was doing, against me telling her to stop, effectively scratching my ring further. When I explained my concerns, mind you I was becoming upset, she snootily and with much attitude replied, “We are a fine jeweler and don’t put plastic on fine jewelry.” Okay, that is all fine and good. However, when I walked into this “fine jewelers” my ring did not have pliers marks and scratches and when I walked out it did. Further, I did not ask for a metal ring guard and was not told one was being put on. It would have been nice to have had the option to decline their service before my ring was damaged. When I addressed my concerns to the manager she asked me if my fiancé had purchased my ring through them, which he had not, and then proceeded to express that it wasn’t her problem both verbally and non-verbally with her attitude and argumentative demeanor. Upon asking for their information to clearly highlight/warn everyone who ever considers doing business here, she gave me a generic 1-800 number. NEVER ONCE did they apologize for damaging my ring. NEVER ONCE did they express their concern about what they did nor did they offer any kind of solution beyond the fact that resizing my ring would hopefully buff the marks out. Hopefully, being the key word. I am beyond disgusted and pray anyone reading this will further avoid this store to prevent sharing a similar experience.

I recently went to the Kay Jewelers store at Oak Park Mall to purchase a ring. I spoke with a person who stated she was the manager, Leslie Linn. I don't know how someone with a limited skill set such as this person displayed could possibly be the manager of a kool aid stand. She had no people skills and did nothing but make excuses for the ring that was advertised but they did not have. She tried to push off a cheap, overpriced ring that looked like it was produced in a third world country. Ms. Linn, due to your incompetence and lack of integrity, I will never shop at a Kays store again. I would suggest you update your resume Leslie Linn because I doubt you will be a manager very long. Don't try and pass a pig off as a princess.

I went into Kay Jewelers and had picked out a while gold band. The sales woman then told me I need to get the Rhodium plating contract for when I had to have it re-plated. I told her I was fine with the Rhodium wearing away as it was supposed to be white underneath, like all my other jewelery. She then told me there was no such thing as white gold. ALL gold was yellow (yes, when it comes out of the ground it is. But they add different alloys such as palladium and nickel to achieve the white color). She argued and argued with me that NO gold ever is white is color. I had my mother-in-laws jewelery on that was probably 30 years old and it was as white as the day she gave it to me! Don't tell me there isn't any white gold that is WHITE! Then she told me that the ring was actually yellow with Rhodium plating. Yes, most places now plate the white gold with Rhodium so it is even whiter and brighter, but what is underneath should still be WHITE! Not there. She told me it WILL turn yellow. And I WILL have to have it re-plated. Then she told me that, I swear she said this, WHITE GOLD CAUSES CANCER. I'd had about enough at that point and left. I went to the local jewelers that has been there for as long as I can remember and I had bought white gold from them previously. It never turned yellow. I spoke to them and they just laughed. The chain stores get their gold from overseas and it is cheap. They get if from a local manufacturer in the US and they guarantee their white gold to be WHITE in color when the Rhodium plating wears off. So as far as Jared, Kay's, Zales and all the rest of them, I will NEVER shop there. Go to your local jeweler who knows what's underneath his rings and is not ripping you off by plating yellow gold with Rhodium then charging you to re-plate it. I had my ring made by him and it is beautiful and STAYING WHITE! Yes you will pay more. You get what you pay for.

Over the years I have purchased thousands of dollars worth of jewelry ! I have ALWAYS allowed the salesperson to talk me into the ESP guarantee WELL ! I brought my Diamonds into be checked & inspected 2 diamonds are broken, she tells me that since my last sales slip was not dated "their error " that she would send ring out & i would be responsible for the cost of replacement of 2 diamonds .. she has now voided my 6 month inspections & i am completely disgusted with the people who are at the cape cod mall ... Seriously beware of that store ! THEY DO NOT HONOR anything they sell to you ..This is not the first time I have had a problem with that store ! But it is the LAST business transaction KAY JEWELERS will ever see from me or anyone else I am able to warn !

My girlfriend decided to have her grandmothers ring as her engagement ring. She wanted Kay Jewelers to put the diamonds back into her grandmothers original ring (it had been made into a neclace). Kay jewelers said they would call if there was a problem otherwise the ring could be picked up at the mall several days after it was dropped off, a date was given and my girlfriend had to pay up front, $500.00. Kay jewelers never called us, so when we went o pick up the ring on the day it was supposed to be back in the store, Kay Jewelers said there was a problem and that the people who were fixing the ring had sent an e-mail several days before and said some of the stones did not test as diamonds and the largest stone was cracked - even though it was closely examined by "Kay professionals" for an hour and a half before being sent out and given a good rating. It had been several days since Kay was informed about the damage to the Diamonds and they never even called us! The store clerk assured us the "manager" would be in first thing in the morning and would call my girlfriend immediately- it is now12:30 p.m., the next day and STILL no call! I told my girlfriend to call her lawyer.

I tried retuning a movado ($1k) today. at Kay Jewelers in Broward Mall Ft. lauderdale. I was withing the 30 day return period and still got denied a return. Actually i bought it November 30th, so i have one more day to return it. Supposedly it was worn and resized. Heck they offered to resize it! What a scam. they just want to keep the commision at all costs. Im warning everyone not to buy any watches there again! Im going to contact Movado and let them know they are not offering returns. Every manufacture has a RMA process. Manager at Kay told me Movado will not accept that return. What a lie! I even took the watch to Macys. Which they could not see any indication of it being worn. I even bought the silly Ultimate Warrenty Plan, which is useless. Ill post pics tonight.

My fiance purchased my engagement ring from Kay Jewelers at the Wasau Center Mall in Wausau, WI. Before he purchased the ring, he had asked me what sizr my finger was, and I told him 7, because that is what some of my other rings were. Well, on 11/05/2011, we went to the mall, and he said he had to go to another store and get something, and that I would need to keep busy at another store for a bit..I had no idea he was getting me a ring. So he went and got the ring, and later on that evening, he proposed to me. Well, immediately I knew the ring was too big, and needed to be sized, and then within a few days, I noticed that one of the small diamonds on the band was chipped and cracked, and one of the facets on the larger stones was crooked and almost crushing the diamond. There is also a huge "occlusion" as Kay called it in the center stone, but it looks like a huge crack to me. So me and my fiance live two hours apart, and so I called the Appleton, WI store where I live, and they said no problem, we can pull the paperwork up and you can just bring the ring in, but just have your fiance give us a call so we can get the details. So he called, and then the store manager, Tammy, called me back and said she had everything set, and I would just need to bring the ring in. This was on 11/16/2011. So after work, I brought my ring to the Appleton, WI store and Tammy the store manager was busy, so another woman helped me. I told her I had spoken with Tammy, and why I was there and gave her my ring. She took it and looked under the microscope and made the comment about how it looked like the ring had "been through the ringer" and that there was no way the Wausau store could have inspected it when they got it back from sizing on 11/05/2011. So Tammy came over and looked, and I also mentioned the huge "crack" in the center stone, and she of course said it was an "occlusion". Well, they of course said they had all of the paperwork ready, and they kept on asking how to spell my fiance's name and of course didn't seem to know what was going on. So.. she said that everything would be covered under warranty, and would have to be sent back for sizing (to a 5 1/2) and for the diamonds to be replaced. Well, since the diamonds have to be replaced, it would take longer, and it would be 2 to 3 weeks TOPS. Ok, well fine, I really don't have a choice at this point, and really don't want to be without a ring I JUST GOT cause they are imcompitent and they are the reason the ring looks like it does in the first place! Well, while I was there, I had them replace a battery in the new watch my fiance also got for me a week prior, which happened to stop working...That just added to my whole Kay experience! So..anyways, the next day, Tammy calls me and now tells me that she needs copies of the warranty paperwork...didn't you just tell me everything was good and you already had it Tammy?! ..guess not, so my fiance had to drive here and bring the paperwork for the ring. We dropped the paperwork off on 11/19/2011, and guess what? There was my ring still sitting in a drawer! Well, they now have everything, and Tammy told us 2 to 3 weeks TOPS because it is the holidays now, and because they have to "find" a diamond to replace mine...grrr! Already pretty mad at this point. So, I called the store on 12/04/2011 since it has been 3 weeks, and they could not locate the repair ticket, and I swear they asked me over 10 times how to spell my name and my fiance's name. The lady finally found the info, and said it wasn't ready and did not know what was happening. She also failed to tell me that they did not send my ring out of the store until 12/30/2011 (didn't find that out till later on). So I am furious, and I decided to submit an online inquiry to corporate later that evening. Three days later, yeah three, I finally get a call from Marla in corporate cusomter service saying that she received my email..blah blah blah..and after talking in circles, she was going to look into it and call me back. Well..I am just stewing in the meantime, and I decided to write a nice 3 page letter to corporate telling them how I feel. Never heard back! Marla called me in a few days and was talking in circles again, and told me that they had just received my ring..what do you mean JUST? ..and that is when I found out that the store waited till 12/30 to send in my ring after I had dropped it off on 11/16! Real professional and customer service oriented..jerks! Well...Marla is still talking in circles and telling me that she will check with this place and this person and find out status and find out why it was not sent in until this day and blah blah blah...this lady was seriously getting on my nerves at this point! So it has been almost 5 weeks now, and still no ring, and Kay has only offered to give me a whopping $50 gift card for their store...WHAT THE HELL WOULD I WANT WITH A GIFT CARD FOR YOUR STORE AND FUTHERMORE, WHAT THE HELL CAN YOU BUY WITH $50 FROM YOUR STORE? A back to an earring?! Then Marla told me I could give it as a gift to someone...really? why would I go and do a thing like that or have anyone come to your store? To go through what I did, or what many others have? No thanks! I just received a call today from Marla telling me my ring was done on 12/15/2011 and should be here anyday now..we will see how long it takes for them to get it back and call me... I have started a Facebook page called Boycott Kay Jewelers, and I hope you Like it and follow along...spread the word...tell everyone you know...please share your experiences...we need to do something about Kay Jewelers and what they are doing to people, and let everyone know what a shady business they are...

My step-son recently wanted to buy an Open Heart necklace for his girlfriend for her birthday but didn't have the money at the time. So his Dad and me said ok put it on our charge card and he will pay us back. He picked out the Open heart angel with the diamond wings necklace which retail at $160.00. The salesman(519219) wanted to charge us $249.00! I know it cost $160.00 because I have the same exact one. He did then charge us $170.00 because he said it was in last months flier that was on sale. So it was just $10.00 extra. I just felt sorta hosed. I been a customer there for 20 yrs! But the retail price to that is still $160.00 if you look it up on there website. The open heart necklace with the angel in the body covered in diamonds retails at $249.00. But not the wing one.

My fiancé and I went to Kay Jewelers in Auburn Hills, Michigan January 5, 2010 to purchase my engagement ring. We decided to take a diamond out of another set that they had there because it was beautiful! We looked at it through the loop with the sales person and also made sure we couldn’t see any marks with the “naked eye”.

We came back on March 26, 2011 to purchase a wedding band. We couldn’t find one that we liked so we purchased a new set. We asked that the diamond and its prong be put on the new ring. We received it back 2 weeks later and the ring looked horrible!

I took it back to the store within a week (it’s now April 26, 2011) and they said they were sorry and it should have never been returned to me in that condition. They gave me a new ring and sent it out for sizing. It came back 3 weeks later (1 week late). By the time I received it back it’s the first week of June 2011.

My concern now is that my diamond has a HUGE brown spot that was never there before. I tell the clerks at the store and they said “oh you must have purchased it like this”. Oh no, I didn’t! I am certain we would have seen that big brown spot that is noticeable as soon as you look at the ring! I have had the diamond for over 1 ½ years! I would have noticed it and so would the clerks! It was never documented anywhere that this ring had a big carbon spot that took up the whole corner, and that's because it was never there!
I have notarized statements from friends, co-workers and family stating that the brown spot was never visible. I’m not sure if my diamond was “accidentally” switched or if all the remounting has caused damage, BUT I do know for sure that my diamond did not have this brown spot taking up a corner.

I called corporate and they said there is nothing that they could do for me even though I paid extra for the insurance. It was also stated by corporate that there is no possible way a switch could have been made. They did however flaw the store for not special ordering my ring in the smallest size possible and then sending it for resizing. She pretty much guaranteed me that I will have future problems with the rings and diamonds placed around the rings. Just what I wanted to hear!
I’m not sure what happened, but I want my diamond back the way it was given when it was sent out to their contractors for sizing! I spent almost $5, 000.00 at this store and it is expected that my property be returned the way it was given to them. I am very unhappy and disappointed in their customer service. I was not asking for money returned, I simply want my diamond returned to its original condition.
Unsatisfied customer!

I am very disappointed in this company and they way they do business. They promise things with their warranty that, when faced with, they cannot or do not back up. I purchased my engagement ring and two wedding bands from them. I had purchased the ESP for all three. The way the ring was set up the head of the ring sat on top of the bands. On day I came home after grocery shopping and realized the top of the ring ( the center stone and surrounding diamonds) was gone. I immediately pulled out my warranty and headed to the nearest Kays store. I was told "aw that sucks, I don't think they will fix it. After hearing from the store they would not be fixing the damage, I called the corp. office. The man I spoke to said he had to confirm, but I would most likely have to pay for the repair but they would cover the stones. I heard back later that day, that "due to the severity of the damage, they would not be repairing the ring, that the warranty did not cover that type of damage. What also bothers me is that I have another ring with them that had damage, which they repaired no problem, but the stones where much smaller, but since it came to my large center stone and all the surrounding diamonds that would have costed so much more, they would not do it. You would think its a big enough company that they would spend the money to keep happy and loyal customers, guess they are worried more about their own overhead then their reputation.

DO NOT TRUST THEM.
NOTHING THEY SAY IS THE TRUTH.
THEIR WORD MEANS ABSOLUTELY NOTHING!
I had a ring sent out to be repaired I had to replace two (2) craked stones (real Saphr.) requested that my orig. stones be returned to me. Three (3) months later the ring finally was repaired. The orig stones never returned. Per store mngr. She'll follow up re missing stones. The reply was the stones were damaged and are gone. No compansation. After aprx three(3) month I wore the ring and lost one of the stones that were replaced. brought the ring back to the store the mngr said that the warranty is expired and there is nothing she can do. Requested to get an estimate for a new repair now the want me to pay $3000.00 to replace a stone that they never put in correctly. ( The ring original cost was $3200.00) contacted the customer serv. they are of no help at all. so please do not TRUST KAY JEWELERS THEIR WORD MEANS NOTHING. I trusted them and got scrude.

I saw the perfect ring in Kay Jewelers in 2007. 2ctw 10yf fashion diamond ring. I purchased the ring and I also purchased the PPP (Payment Protection Plan) since I brought it with my Kay Jewelers card. Several years later, (2011) my ring was stolen. I contacted Kay Jewelers and in the beginning they were nice. They gave me a number to their insurance department. I contacted that department and was told everything I needed to send to them. (Police report, Kay statement etc.) I did this. The process only took about 6 weeks before my claim was approved.

I received the approval letter from their insurance company in Florida and proceeded to Kay Jewelers here in Rocky Mount, NC. Everyone in there (Golden East Crossing Mall) is always so nice. The salesman called Kay Jewelers CUSTOMER CARE Dept. to verify the letter and to make sure what he was doing was correct. He spoke to a lady (Ensia) who was VERY nasty! The problem is, the ring that was stolen, is no longer available. The lady on the phone told me I HAD to pick something else, but they didn't have anything else I wanted (within the price of the other ring). She told the salesman "Well she'll have to take it or leave it!" (Not knowing I could hear the conversation) This upset me VERY MUCH to say the least. What's the point of a person BUYING the payment protection plan (when you purchase something with your Kay card) -they tell you you're covered if someting happens, but when something happens, you can't get what you had in the 1st place and the customer serice is horrible? Now I am stuck! If they can't give me what I want, why not just deduct the amount I am owed from my Kay Jewelers Acct? UGH These people are driving me crazy! After a few hours in the store and on the phone with the "horrible" customer service rep., I went home and cried and now I just don't know what else to do! I'll NEVER purchase from Kay Jewelers again! Some people may say, "Well, at least they are willing to give you something else in the place of what you had." But what if they don't have anything you want? What would you do? Just accept "anything" because you have no choice? I have seen rings at other stores that I like and within the same price range. I will never purchase the insurance nor payment protection plan again because in the end, it doesn't solve anything!

If you contact the CEO of Sterling, Mark Light (mlight at jewels.com), (owner of Kay's and Jareds) about a problem he will not only ignore you but will also sick his attorney on you and threaten to have you thrown in jail.

His attorney, Stephen Zashin says, "...do not direct communications to Mr. Light. Mr. Light has been advised not to communicate with you. Also, do not direct any communication to any other Sterling executive. If you continue to do so, Sterling may seek to prosecute you under O.R.C. Section 2917.21(A)(5)."

Takes a real man to let others fight his battle for him.

I sent Kay a money order for $35; they never credited my account, and a year later they refuse to discuss this matter. I paid my bill on time and in full and now I have a negative rating on my credit report that stops me from getting other loans. I bought thousands of dollars worth of jewelery and now I'm dealing with this ridiculous problem.

Did not honor my warranty of a ring that was a gift from my son. I was willing to pay the $25 to put in the new stone but the jeweler said it wouldn't stay in for long. Then proceeded to tell me that the ring wasn't very expensive and they would give me the $ towards something else . What incredible NERVE! I told them to fix it under the warranty they Sold me ON THE "CHEAP " ring and they refused. Obviously they do not understand the sentimental aspects of jewelry. I well make sure to tell as MANY people as possible never shop at a KAY jewelers ! I am really damn mad that they sold us a warranty on top of it all and won't honor it. Called customer satisfaction ( what a joke) and they are very rude as well!