Kay Jewelers
Reviews and Complaints

I agree to everything stated. I had a store manager ask me about my purchases/returns from other stores when I called her to see if they still had a ring I was interested in buying. Was this person looking in my personal account without my consent or knowledge? I did not ask anything about my account when I called...she simply stated I see where you bought and returned from two other stores. I felt like I needed to explain to her for no reason that both places had damaged the pieces after setting my diamond both times so I didn't accept defective jewelers work. I called the corporate office to which I was talked to a bit rudely. They told me that no employee should be able to access my account with out my consent. The store manager lied when corporate called her and stated she was reading from a paper she had in her store. She did not have paperwork from the other stores I'm sure as it has nothing to do with her store. They refuse to call back with any follow up so you never know if any disciplinary action is taken. I was told "it is handled internally" and for privacy reasons I will not find out the outcome. Oh yeah, what about my privacy?

I purchased an engagement ring last Wednesday, 8/17/11 and when I purchased, I informed them that I was going to propose on Saturday 8/27/11, so therefore do NOT mail me anything and don't even call my cell phone just in case my girlfriend was with me. They said "no problem" and even wrote it on the receipt "do not call" (although now i see they didn't write "do not mail"). Here is the store receipt: http://tinypic.com/r/a5dt3b/7.

Yesterday, my girlfriend found this in the mail: http://tinypic.com/r/10dcvoi/7 an envelope from Kay that says "Statement Enclosed". My girlfriend got the mail and found it! I told them that i lived with my girlfriend and they said no problem.

I don't even have the ring in my hand yet! It is getting resized by Kay and I will pick it up tomorrow. Argh. I called them and they said they can't do anything for me, nothing, not even a small discount on my next order.

I know love is what is important, but I feel bad that Kay ruined the surprise for my girlfriend and really ruined the proposal which is all planned out.

I bought diamond earings four months ago, I asked the sale's person what happen's if a diamond falls out and she said bring it back and they will replace it. A diamond fell out i took it back and they said they will replace the diamond but i must pay for them to mount it, What? about the Mounting Gaurantee.
The diamond earing's cost $982.14 And a woman can't wear one earing.

My fiancé and I are absolutely disgusted with Kay Jewelers . He purchased a ring for me in early December, 2009. My birthstone is sapphire, so he had a three stone ring customized with one large diamond in the center and two sapphires; all should have been princess cut. He received the ring in late December (only 2 days before he wanted to propose!) to notice that Kay had set the ring with sapphires that were smaller than what he paid for, and one was cut round, the other was cut princess! So, immediately after receiving my ring it had to be sent back for resetting. Two weeks later, we got to pick the ring up, and now it has TWO ROUND sapphires instead of two new, larger PRINCESS sapphires. Ok, we send it in AGAIN. Another two weeks and we get the ring back. This time, the stones are correct, but they are crooked, and I don't mean a little bit, they were noticeably crooked. So we send it back in. Finally, another two weeks and it comes back and looks good! I am able to wear my ring for about 3 months before having to take it in for the mandatory 6 month inspection. We take it in for the inspection where we learn that one of the stones is loose, and the employee (young man, very nice) noticed that one of the sapphires was still a little crooked (at this point I was willing to live with it), so he was going to have sapphires reset. Super. We get the ring back (two weeks later of course), I am able to wear it about a month and a half before one of the prongs holding a sapphire catches on my sweater and breaks right off. So, back to Kay we go. Two weeks later, the ring comes back from having the “prong re-tipped”. Here we go again, the sapphires were crooked, and the prongs were so long that they were bent over the sapphire, obscuring enough of it from view for me to become upset. We didn't take it home, told them to send it back immediately to have it fixed. At this point I am very upset and in tears. Out of the 8 months we have “owned” the ring, I have been able to wear it about 5 months of this time. I had to walk away from the store to calm myself while my fiancé speaks with the manager to try and resolve this in some fashion. At this point they have had my ring for a month, and all I want to do is return the ring and replace it somewhere other than Kay/Jared/JB Robinson, or any other Sterling company store. My fiance did not pay over $1300 so that we could RENT a ring from this company, because at this point that is what it feels like. I feel like I'm getting Punk'd.

My fiancé and I went to Kay Jewelers January 5, 2011 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 then time I receive 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 have the clerks!
I have notarized statements for friends, co-workers and family stating that 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.
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.

Recently I fractured the diamond in my engagement ring. Pretty hard to do of course, since diamonds are indestructable, unless you happen to hit them on something in exactly the right place. Since the ring was purchased at J.B. Robinson, which has since been bought by Kay Jewelers, I went there to get an estimate on repairing it. The repairs and/or the diamond replacement is covered by my insurance. All I needed was something in writing to present to my insurance company:. Sounds simple enough, right? WRONG!

I was told by Kay Jewelers that they don't have a fax machine, they don't have outgoing email, and they don't have letterhead on which to write up a statement!. I said that I could make a copy of whatever the repair person writes up, but they said that was written in "code!." No one else can read their code..

I was told by Kay Jewelers that if I had my original paperwork back from when the diamond was purchased in 1996, that they could then write something up.. Really? Or maybe they could write something on the back of a business card for my insurance company:. Yeah, because that looks professional..

After just getting completely fed up with all of this nonsense, and after my insurance agent telling me they don't care where I get the ring repaired, I decided to go to another jewelry store in the mall. After all, there are like 5 others to choose from. I thought there was a benefit to working with the jeweler that we bought the ring, but all I got was aggrevation. On the other hand, Hanoush Jewelers have been Johnny-on-the-spot taking care of dealing with the insurance company and cooperating with everything requested. They've got a slightly bigger and better quality diamond ordered for me to replace the broken one, and all of their repairs are done on-site.

So just remember, every kiss begins with Kay, but so does every Kiss My A$$!

P.S. I've voiced my concerns to both the location, as well as the 800 customer service number. They frankly don't care where my $5, 000 insurance check gets spent. They'd rather have my original PAPERWORK than to have ME as a CUSTOMER.

My husband purchased a Charmed Memories bracelet and charms for me on Valentines Day. It was purchased as a set. I liked the set, but the bracelet was too large for me. It was 8 inches instead of 7.5 inches. We went back to the store two days later to get a smaller sized bracelet and was informed that we could only return that set and purchase the same set with a smaller bracelet separately for a higher cost. I asked to speak to the manager to see if I could get just get the bracelet switched for a smaller size. The manager never came to speak to me; she instructed other clerks to tell me that nothing could be done. I was never given any options or shown any other sets with a smaller bracelet. My husband told me that the manager sold him the set and never told him about bracelet sizes or the return policy for that particular item. We returned the set and while we were getting our money back the manager stood there and did not open her mouth to apologize or anything. The whole incident ruined my Valentines Day and made my hubby feel real bad. I will NEVER go back to Kay Jewelers or any other stores connected to Kay. The customer service is really bad. The corporate office must know something because it is impossible to find out who to contact for complaints.

5 years ago I bought a ring from what I thought was a reutable dealer at the the morristown Mall... It was a trade in ... turns out the woman and the Jeweler were in cohouts together and they had done 6 recent trade ins with this woman in the last few years. Don't you think a reputable Jeweler would have told the guy.. Nope all they saw was dollar signs... I know this for one of the clerks at the store reffered to me as on of "Melissa's Boys" after going in to talk to them about the ring... Needless to say both Melissa and the ring disappeared after I gave the ring to her.. They made me feel like a heel, and used a very emotional moment (I thought I was going to marry her) to do it, for personal gain... ok - I admit who gets engaged after two months, but I lost a daughter to luekemia before this and was not in a good place to be making life changing decisions, and they feasted on that... but it was all about this expensive ring for both Kay and the woman... i made the first couple payment and now there lawyers are after me, placing a lein on the house... To which I say "Every scam begins with Kay" ! they new this woman's intent, yet they allowed me to do business all for the sale !

On 2/28/11 I became the proud fiance to Kevin and new owner of the Neil Lane Energy engagement ring both of which I'm completely in love with but recently I started to have major problems with Kay. Kevin purchased the ESP for an additional $260 which includes sizing for life which I thought was a great plan until I brought it in to be sized. We are in the military stationed in Lemoore, CA but our hometowns are in IL and CT we got engaged in Las Vegas which is also where the ring was purchased. On 4/6/11 I brought my ring to Visalia Mall to get it sized to a 6 (purchased a size 7) when I brought it in I asked if they could just replace it with a size 6 since when I was looking at rings THEIR salesperson told me that with the amount of diamonds on the side of the ring when they size it down they have problems with diamonds falling out. They assured me that it would look just fine and sent it to the jewelers. On 4/15/11 we received a call from them saying that the jeweler would not size it down (apparently it took them over a week to figure that out) would I like for them to add gold to the band to make it smaller but cost $100 (how is that free sizing for life?)or would I like for them to order a size 6 but it would take longer to get the ring back. I told them that I knew that was going to happen and I wanted a size 6 to begin with but they told me it would be fine. She said she would call me back with an ETA. I never heard back from her so on 4/18/11 I called the Visalia store asking when I was going to be getting my ring back. Then that lady said she would call me back which she did but telling me my options again! I told her that I already spoke to someone and said I wanted a size 6! Why hasn't it already been sent out? My answer was "Oh well let me call you back" ha ok lady. Then I get a call back saying that in order to get a size 6 I have to come in and sign paper work for the exchange. Why wasn't I told that before? Now r a manager to called us back saying that we can call consumer relations don't worry lady I have already tried to get in touch with corporate. We don't make much money but that was not a cheap ring I feel that we should be getting better service but because it wasn't purchased at that store we aren't getting the service we deserve. I had plans to buy both of our wedding bands there though, I don't see that happening anymore.

I took a family heirloom diamond ring in to have it put into a new setting. I brought a witness with me, and took the time to show the sales agent under the microscope where a microscopic chip was located in between two prongs. I did this to show that I knew what my ring looked like, as I know that some times jewelers switch diamonds out. This was an $8, 000 heirloom diamond.

I had the agent write down on a diagram where the chip was, as well as to write out "in between prongs" to avoid problems if they damaged the ring.

She encouraged me to have it put into a 4 prong head, to show more of the diamond. I said for her to send it in and have the jeweler tell me what was the safest. They were to call me in 2 days.

After 4 days, I had to call them and I got the store manager, Mike. He said the jeweler recommended to leave it in the 6 prong head for safety, since it was 4.1 carats. I authorized them to leave it in the exisiting 5 prong, but put it on a new band that would fit me. He said this would save me money anyway. Good, right?

When I went to pick it up, they had put it into a 4 prong head anyway. As I looked at it, I could clearly see that there were now 2 chips in it, both clearly visible to the eye. I pointed this out, and the agent (different from the original) said that the paperwork indicated that there was already a chip. I said yes, I was the one who pointed it out, but that it was only visible under a microscope. She then tells me it was hidden under the prong. I point out that we had written on the paperwork that it was BETWEEN 2 prongs, and she says I'll have to talk to the manager.

Long story short: 2 more visit, numerous phone calls later...the manager refuses to do anything because my appraisal, the one I paid for specifically to so I could get the ring insured before I took it to Kays (out of fear of damage or switching the diamond) didn't have a "map". I insist that bringing the same witness to all visits, showing the agent on the microscope, showing them my appraisal, writing it all down on paper and speaking directly with the manager should have prevented this problem.

His answer: without the map, I can't help you. I want to, but I can't. I ask for the name of the bench jeweler, he refuses to give it to me. I ask for the name of his insurance, as surely they have insurance to cover these things. He refuses again.

Eventually, I pay to get my diamond back ($100 for a new 2mm white gold band, a special deal for my troubles. Original price, $250.) Mike reminds me that if I take it, I take it as-is and have to sign off on that. They're not liable for anything after I walk out. I say you're not taking responsibility anyway, so give me my ring please.

I take it back for another full appraisal, and find out that due to the damage they did to the ring, the ring is now worth $3000 less than it was. In addition, the appraiser is appalled and urges me not to wear the ring until I get it fixed by a real jeweler, as they had not set the prongs correctly.

This is the short version, but please BEWARE of Kays. After this happened, I went online and found thousands of bad reviews for the same type of thing. They do not take responsibility for damages, and talk down to you.

I dropped off a pair of princess cut 1 1/2 carat earrings for repair of a screwback. What I got back was two different sized earrings. When I complained, I was told that the sales rep clearly remembered that these were the exact same earrings that I left and it must be a mistake on my part. The Mgr finally intervened . I got a call later and was told that the "measurements" were the same. The Manager called customer relations and was told to contact Loss Prevention. I called and was basicly told that the MGr was to contact loss prevention.
Clearly, I don't expect any answer except sorry...your $3k loss is our gain

I bought a pair of alexandrite earrings. When they were looked at by a certifiied gemologist, the stones were of two diffent grades and the quality was very low. I paid $760 for the pair and they were worth around $300. When I went back to Kay's Jewelers in the Northeast Mall (Hurst, Texas), I was told that there was nothing that they could do about it. They did say that the stones could be sent back to their jeweler and replace the stones but at a higher cost. The person working there told that I got screwed out of the money and there was nothing that could be done about it. I told him that after I pay off my bill, I am not coming back to Kay's Jewelers.

I was very excited about getting engaged. Now I'm pulling my hair out because Kay Jewelers promised me my ring would be in today. It never arrived. They told me a week ago [protected]) that my ring would be ready on March 1st. It's even written on my reciept. Today is March 1st, and the only thing I was able to pick up were sorrys and excuses. I planned on proposing tomorrow and I can't afford to rearrange reservations and events, or repay for deposits I've made for our special night. The manager tells me it will be there on the 5th now, but my week has already been ruined. Thanks Kay Jewelers; this moment in my life is supposed to be memorable. I guess I won't forget this crap.

I have been dealing with Kay Jewelers since Aug of 2009. They have lost both my fiance and I's rings. When they finally got mine in it was actually ruined. (See pic below) We were informed shaddy information on how to get a new ring. (My fiances ring had diamonds in it. They would not cover the diamonds w/insurance so the lady told us to just call and say he needed a "new size" if a diamond had fallen out. This way we would get a brand new ring with all the diamonds in it) They barely have given us any compensation, and everytime we have gone into the store there is another problem. We figured by switching to another Kay Jewelers maybe the problem would be fixed, but we were wrong. This is definitely an internal issue. We have tried calling the corporate office and it seems there is never a manager available. When they finally are you get a small compensation for your months long issues. I have finally contacted my local news station to see if I can get this resolved. I will most likely be returning my engagement and wedding rings and purchase them somewhere else.

I am having arthritic bands put on 3 rings, all 3 rings were sent to Kays repair center, they did one ring only and sent the other 2 back because they didn't know if I wanted it done on them. (did they think I sent in the other 2 rings to keep the one company?) They never called me to check, now it's been a month and I still do not have my 2 rings back. They never call to tell me what is going on, the Customer Service is a joke. I have been buying from them for over 20 years, I WILL NEVER do business with them again. So, if you're smart go to another jeweler.

My boyfriend bought my "promise ring" there, out of the engagement section of the store, but he just bought as a promise ring. The ring was about $2, 500 and it was really beautiful, but wasn't my size. So we gave to to kay jewelers to have them size the ring and the woman behind the counter told me I wore a size 3.5 in rings. I assured the woman that I know my size and I definitely wear a size 4. So against my request the woman ordered my ring in a size 3.5 instead of a 4 like I told her. I went to pick up my ring and what do you know, it didn't fit, so I had them send it back to be resized again to a size 4 like I had been telling them. I really wanted to wear my ring for a family event that was coming up three weeks later so I told Kay Jewelers to please call me as soon as the ring was ready so I would have it in time for the event, they assured me that the ring would be back in just one week. One week went by and still no phone call. Then two weeks went by and still no phone call. After the second week had passed I started calling the store, every time I called the store a woman would tell me that someone was going to call me back. I called about five times a day for three days in a row and still never got farther than telling them my situation. Finally I walked into the store demanding to know where my ring was. A woman came out of the back and explained to me that it was not their fault it was their "UPS" guys fault. She explained to me that two weeks ago their UPS driver lost a ton of rings, mine being one of them. I asked her how long it would take for her to get me another one and she said with attitude "well that all depends on if you even had insurance on the ring". I let her know that YES, my boyfriend bought insurance on my $2, 500 PROMISE RING and she still treated me with such disrespect. I called my boyfriend and he came down to the store and the woman was still incredibly rude and made comments about how young we were. Finally we demanded our money back and told them they can keep the ring that will replace the lost one. We walked straight over to Helzberg Jewelers and he bought my replacement promise ring there. Helzberg was so nice and so helpful, they really build a great relationship with their clients, so much so that for EVERY holiday my boyfriend buys me something new from Helzberg Jewelers. AND he just purposed to me with a beautiful 2 ct ring from Helzberg Jewelers! Kay's treated us like trash because they thought we were young to spend any money that they would miss there if they lost us as clients. Well little did they know that we were the type of people to spend $22, 000 at a jewelry store in just 3 years. SO DO NOT GO TO KAY JEWELERS!

I purchased a $450.00 men's argyle bracelet. My fiance wore it four times. The pin in one of the links has popped out. Because it is a little over 3 months since original purchase Kay Jewelers will not replace but send it to Russell Simmons to fix? I don't get it. The manager even said it looked like a manufacturers defect and I should be able to get a new bracelet. To my disatisfaction I was advised by customer service agent Kathy ext. 2665 this cannot be done and it can only be "sent out to get the pin replaced and "hopefully" it will not happen again. WHAT HAPPEND TO CUSTOMER SERVICE? I have been a customer of Kay Jewelers for more than 15 years. I will NEVER buy anything from them again.

I don't even know where to start describing my disappointment in this store. I brought in my engagement ring two weeks ago to be re-sized. The ring was my grandmothers engagement ring. She had worn it for the 53 years she was married to my grandfather and it's emotional value is greater than I could ever communicate. When I took it in I explained it's importance to the employee working on my case. Anyway, this morning I received a call from a Kay Jewelers employee who said that on behalf of the company she was sorry to tell me that somewhere during the shipping process of sending the ring to their lab it had gone missing and they have lost the ring! She said they have "looked for it" as if it might be under someones car seat, in a large stack of mail, or accidentally thrown in the trash. She said they were looking at options to "replace it." Honestly, I don't care if they give me 50 cents or 50 million. It. Does. Not. Matter. There is no way they can replace the sentimental value of a ring that represented a lifetime of love and commitment between my grandparents and the future of my fiance and myself. The loss of this ring feels like loosing my grandmother all over again. I have no words for my feelings of grief and disappointment. Any company that treats the most valuable and cherished possessions of other people this way should be ashamed. I would think carefully before trusting them.

I was given a ring for Christmas, I needed to have it sized. They have signs up stating free sizing. But told me there is a $15.00 Charge I said but the sign says free sizing. They said well you didn't get the extended warranty. Ok I guess I understand. My guy has gotten so much jewelry from Kay over the years. But...
They filled out my form and I left. I called a few times over the next week or so. They promised the ring on 1/15/11. I called on 1/14/11 the girl said it just went out.

I waited for a call. No call. While I was there dropping it off I heard a girl behind the counter calling someone to say your ring is here it has been sized and ready for you to pick up. I thought great they call you when it is ready.

I called again like the 17th no ring yet.

Finally I went in 1/29/11 gave the girl my yellow slip -- she said oh the ring is here, I need $15.00. I said I am not happy. No one called me, I have been waiting and I don't feel I should have to pay the 15.00 just the principle. The manager came over and said I can't have the ring unless I pay the $15.00. I said you just lost a customer. They said sorry you feel that way. They could care less about the customer.