Kay Jewelers
Reviews and Complaints

I brought my $2000 sapphire and diamond engagement ring to Kays Jewelers to have my 2nd wedding band “welded” to my wedding band, so that it would not slide off my finger. [FYI- I purchased my wedding band twice at Kays Jewelers {once at Fulton Mall in Brooklyn; 2nd in Nashua, NH} after having lost my first one]

I brought my engagement and wedding ring to the Kays Jewelers in Danvers, MA. Both rings were reviewed, and noted that there were no issues with any of my stones. It was then sent out in November 2007 for approximately 3 weeks. I then picked up my ring right before the holidays. The binding job was sub-par and I noticed a flaw in my sapphire. Due to work travel related issues and the holidays, I did not bring my ring back to Kays to be looked at until after the New Year.

I was told by the gemologist at the Kays Jewelers Peabody, MA store that my sapphire was cracked. I was then told by the Kays Jewelers in Danvers, MA that because I signed off on the ring, 'too bad, too sad', I was told that the ring should have been reviewed by a gemologist at the time that I picked it up, as well as a review of the binding of my rings. Neither of those 2 steps occurred. Kay Jewelers would not even back track to the team/individual who repaired [or ruined] my engagement ring. I was told that they had nothing to do with it and that perhaps it was I who broke my ring, and was trying to 'blame' it on them.

I will NEVER go back to this cheesy chain jewelry pawn shop and would suggest that no one buy anything from them. Go to a local shop where you'll actually be a name and not a number.

I would never even think about stepping foot back in a Kay's or any other Jeweler they are associated with. We went through 2 sales staff and 1 manager before exiting the store. All three were very pushy (basically, banking on Commission), rude, and didn't care at all about the customer. I did NOT want to put the ring on my ring finger but they were forceful about me trying it on my ring finger. They tried to sign us up for a credit card when we didn't see anything we liked. Told the sales staff EXACTLY what I was looking for and they didn't show me it. She showed me a setting that wasn't even close to what I was looking for and it wasn't even a 1 carat diamond. I told her it wasn't what I was looking for and exactly why...she then proceeded to tell me it WAS and that I was wrong! They don't listen to a word you say and think their opinion is the right opinion. They also tried to force us to buy a ring that day...yeah RIGHT! They also told us how horrible the other Jewelry stores were in the area and how they are so prestigious. We also told them an exact budget we had and they disregarded it. They were showing us solitaires that were $3000+ over our budget. They are the RUDDEST, MOST UNPROFESSIONAL Staff we have ever come across for any store. The Manager should be a role model for the sales stafff, but he was just as bad as the sales stafff. Extremely UNPROFESSIONAL, Rude and Forceful!

I have not yet become a Kay Jewelers customer, and may not be in the future if the quality of their advertising reflects their merchandiding. For maybe the 2nd or 3rd year now, a TV ad shows a young Black couple remembering personally important locations in their town. This commercial drives me nuts because Kay decided to use an actress capable of only one facial expression-that being a constant silly grin. This actress is clearly out of her depth as far as acting ability is concerned. That, or else she was stoned to the gills on the day of filming and the Director just said "F**k it!" and used it anyway. For Pete's sake! Make a different ad instead of recycling old ones that are just plain bad!

Kay's Jewelers is one of the most dishonest retail chains I have ever witnessed. A man came in the Kays store seeking employment. Employment forms include such information as a persons social security number, date of birth etc. The assistant manager of the store informed the man after he filled out the job application that the company "Kays" needs to do a credit check. This credit check is suppose to be done by the home office. Yet, the assistant manager was referring to a credit check for a Kays card. The man advised the assistant manager no thank you. Yet the assistant manager kept on pushing the man to fill out a credit application to which the man kept replying NO! After the man left the store the assistant manager took all the information from the employment application and filled out a application for a Kays store credit card. In fact the assistant store manager also signed the man's name to the credit application. The chain of command within Kays is just as dishonest. More than often most people in the chain of command (District Managers & VP's of regions) will either turn a deaf ear to the problem or denounce such an incident to ever take place. The reason is they do not what shuch an issue to come to light in their respective districts. Its easier to just sweap it under the rug than to broadcast about such a problem in their districts. Furthermore, gleaning such information from employment applications just to fill out a card applications as well as signing the customers name to them is a fenoly (felony forgery.) It all about making your selling and store quotas at the expense of the customer security of personal data without the customer consent.

I took my wedding ring set (solitaire and wrap) in to Kay Jewelers at the Midland Mall because the ring had started to trap soap/dirt/grime on my finger and made my finger break out. The ring was tight, and the store staff suggested having it sized up half a size. I agreed and had them send my ring out. I went in to pick up my ring and instantly went to put the ring on. I could not get it on my finger. The staff instantly had excuses and blame. They said that my finger was probably swollen from walking around the mall or drinking hot coffee. In fact, neither was true. I had just entered the mall and had a cup of ice in my hand. The store salesperson suggested that my finger had swollen up since I hadn't had a ring on since dropping it off at the store. Then upon closer examination of the ring, I found that the solitaire diamond ring was not lined up with the outer wrap ring. It was soldered back CROOKED. The wrap has two indentions where the solitaire is to line up, and it was obvious to the eye that it did not line up. I was furious. Then I realized that I saw skin through the two rings, and normally I would not have any gap to see anything through that. The jeweler had soldered the rings back crooked, and differently than the original setting. The center solitaire ring must have been slightly larger than the wrap, which allowed the two rings to line up perfectly - BEFORE. I was told by the staff that it was my fault that the ring didn't fit, and it was my fault that the ring setting was different. What? I expected my ring to come back looking EXACTLY like it looked when I dropped it off, I just wanted it to fit my finger! I was livid! Then I was told that the price to have the ring sized up would increase, by $30. That was insane. I was getting charged for soldering/unsoldering again, when they had to do that to fix their mistake of putting it together crooked! I left the store very frustrated, and am currently waiting until November 20th to get my ring back. I have emailed Customer Service and let the store at the local mall know how unhappy I am with their service. At this point my bill is estimated to be at $76. The diamond solitaire was purchased at Kay, but the wrap was not. According to the store, this is the price of having one ring sized up and the soldering/unsoldering fee.

Yup I was late making a payment and they started with their harassing phone calls. Well the economy took a turn for the worst and I have had the Kay Jewelers card and been a good customer for years. So they wanna push with annoying calls and threatening legal action. Good luck.

I was getting ready to send a payment off, but now that they pissed me off, they can just wait. Collections sounds good to me. Maybe let them take some legal action. They didn't wanna work with me, just wanted payment in full. They ask me to return the merchandise, I guess I will just take the gift back from the person I gave it to. Their products are poor quality and their prices are overpriced for the quality of their products. Am I pissed? Yup. The more they bug ya, the longer I make them wait to get their money. I told them not to call my work, but they love to call. They call my work more than my home number trying to get payment. All I can say to Kay Jewelers is you lost a good customer and ya pissed me off, so keep on calling and see where it gets you.

Purchased a diamond ring lost with diamind warranty. I lost one of my stones. I took the ring to Deptford Mall Kay Jewelers to have repaired. It took 2 mths to get it back because they no longer make my ring and had trouble finding stone to fit. So they call and say my ring is finally in, HAPPY right NO the stone they put in was too small. They tried to pass it off to me as the same. I took to 3 different jewelers to have appraised and all of them said the same thing. Not only was it too small it was a poor quality. SCAM I'm currently filing a law suit since they aren't willing to make right what the did. The store mgr Bill has the most horrible customer svc manners!

Earlier today my fiancee went to the local Kay Jewelers store in Titusville to get her white gold engagement ring replated. Turns out that trip was worthless, because as soon as the woman who worked there took a look at the ring she said they couldn't plate it because it is "fake." The ring has a 1ct moissanite stone, and according to her they could only plate real diamond rings. I don't quite understand what her point was, because my fiancee and I are well aware that it is a moissanite ring, in fact, we chose for moissanite because it is a cheaper alternative to a diamond, and looks beautiful in its own way. Moissanite isn't meant to be a diamond imitation anyway, so was the jeweler trying to tell us the moisannite itself wasn't a real moissanite?

I wonder what she would have said if the ring my fiancee brought in had a sapphire instead of a moissanite, would it then have been worthy of being plated? Would we have to remove the moissanite before Kay Jewelers deemed it worthy of being plated?

I think it is absolutely ridiculous how the representative of Kay Jewelers humiliated my fiancee by continuously putting down the ring (as she was holding it, almost to keep it from my fiancee before finishing her argument) and acting as if it weren't worthy of being serviced by them. The person was very lucky I wasn't with my fiancee when it happened, because I know I would have raised *** in that store and would probably have to be taken out by security. We've had the ring plated before by Zales, and they were very friendly to us and had no problems whatsoever having it plated.

I can tell from the other comments on this page that this company is absolute ###, and they really need to teach their representatives something about customer service, as this woman clearly didn't care to treat my fiancee like a normal person, instead she looked down on her as if she were not even worthy enough to be in the store.

I know which company I'll never even consider buying anything from, and I'd suggest you to think twice before dealing with this company.

I sent in my wifes ring for repair in November of 07 as a surprise Christmas gift. I did not receive the ring back until Feb of 08. It than became a surprise Valentines gift. My wife had it back on her finger for four days when she realized one of the emeralds was missing again.

I returned the ring to be repaired again with the intention of not paying on the bill until I received the ring back again. I have now been threatened with being sent to collections even though I no longer have the ring. It has been back in their hands for 4 weeks.

I am so angry and upset that i don't even know where to begin! My husband had purchased my $2000 engagement ring a few years back. (It's one of those with 4 diamonds that are put together to look like one big center stone.) i hadly ever wore the ring due to work and pregnancies, but tried it on last year to finally start wearing it. Unfortunately it needed to be sized so i took it back to kay. We had puchased the extended service plan so the cost was taken care of. I got my ring back and noticed a couple of weeks later that one of the four diamonds had a small chip. I could have done it so i'm not blaming kay for that. It was also stupid of me not to take it in to be examined every 6 months, so i knew that i'd have to pay for the replacement diamond. I took in into kay and they said that they had to mail it off to corporate to have it looked at. Well, close to 3 weeks later the manager called and said that all four diamonds are chipped! Who knows if that was even the case, because they never offered to show me the damage. . . Stupid me again. I asked what the cost would be to replace them and they said that they had no idea. Kay's mails "that type" of diamond ring over seas to the vendor to be replaced and they wouldn't know the cost until it was returned. That didn't make me happy! One of the emploees there said that he would have it done "at cost" and it should be around $400. Upon signing the papers to have it sent off i verified with the employee that my old suposedly chipped diamonds would be returned to me. He assured that they would (This was not a trade in.) they quoted me 3 months until my ring would be back, but it was back in 3 weeks. . . Great, right? Wrong! They did not return my old diamonds! Only one out of the four was visibly chipped. My husband planned on having earrings made for me out of them. They were sentimental! Countless phone calls, run arounds and lies but still no answers. When they originally sent it off they said that each diamond weighed. 2c, but now they are saying. 13c. Customer service says that they always keep old diamonds when they replace with new ones. I am not stupid and only a stupid person would agree to that. Of course they are going to grind them down, resell them and make more money! Now they do not know how to compensate me, because they say that those diamonds were chipped and worthless. I won't even pick up my fixed ring because i'm not paying $645 for diamonds that we paid $2000 for the first time. They are treating me like a thief trying to get something free, but they are the thieves! I don't even know where to go or who to complain to that can help me. But i can warn others not to go there. They are only out to take your money. They don't care about people or customer service!

Purchased a diamond ring at Katy Mills Mall location and am now having an issue with. I tried talking to the staff & store manager about fixing the ring and of course they say they can't because it's not "covered" in the insurance. I called customer service and they refuse to help also. I'm so disappointed that they are okay with the fact that a customer is not 100% happy with her purchase. I will not buy another piece of jewelery from Kay's and don't recommend anyone else too either. These are bad business people!

KAY JEWELERS I WANT TO KNOW HOW DOES 2 RINGS A PAIR OF DIAMOND STUDS COMES OUT TO $1238.71 WHEN EVERYTHING WAS ON SALE, IF YOU DO NOT CALL FOR YOUR STATEMENT THEY WILL NOT SEND IT TO YOU. I MADE TWO PAYMENT S AND THEY ARE NOT ON THE PAST STATEMENT SO WHERE'S THE MONEY?

My husband and I were disappointed with our last visit to Kay Jewelers 1 week ago. We went to the store 2 weeks ago to have my husband's gold chain repaired. At the time his chain had 2 pendants on it; one was a gold crucifix and the other one was a small, white gold, heart-shaped pendant. The employee who took care of us that day apparently removed the crucifix pendant to clean it and didn't notice the heart pendant fall. The problem was that she did that after we left the store. When we picked up the chain 1 week later, I noticed that the heart pendant was missing. The employees were sorry and said that they would look for it, esp. at the repair shop, and said that they would call us 3 days later to let us know if they found it. We got a call from the store manager(whose name is Cynthia) the next day and told us that no one at the repair shop had seen it, and that the picture taken at the repair shop only had the crucifix. So she told us that they would keep searching, and would call us again on Wednesday. This is where all of the mess begins. No one from the store called us on Wednesday, so we decided to go in the evening. When we got there Cynthia had a really ### attitude and kept telling us that no one found my heart pendant; kept insisting that we were lying because they had never lost any piece of jewelery before, and on top of that the employee who helped us the very 1st day said that she remembered that there wasn't a heart pendant on the chain. I got so mad that I told Cynthia that I wanted to see the security video from the day we dropped off the chain and she kept saying that they didn't have cameras, but later on said that they did have cameras but they only scan the outside of the store, not the inside. So she said that it was now our word against the store's and that they weren't going to do anything about it. Before we stormed out of there, I told her and her employees that I had a feeling that the pendant had been dropped on the floor, and that it was probably sucked up by the vacuum cleaner, and no one noticed it. About 15 minutes after we left the store, we got a call from the store and were told that my pendant had been found inside the vacuum cleaner. I was relieved to have gotten my pendant back, but I was upset because I wanted to give Cynthia a piece of my mind by telling her what a terrible and ### manager she was, but she was already gone, and none of the employees apologized for their mistake. After that horrible ordeal I told them that they should put cameras inside the store to protect customers from problems like this. My husband and I agreed never to shop at Kay Jewelers ever again, and I will give Cynthia a piece of my mind the next time we are at the mall because we deserve an apology for their mistake.

On June 24, 2009, I purchased my wife a leo neckless and a pair of earring. My wife had a reaction to the jewerly and we took it back. We talked to another manager whom basically made us feel bad and then got us to order the same thing but in gold when we really didn't want it. So my wife and I went to the store to pick up the jewerly and due to them changing it to gold they tried to charge us more money. At that point my wife said no she didn't want it due to there attitudes and the negative vibes they were giving off. Well I turned all of the jewerly back in and it appears they did not credit to my wifes bank account the down payment of $586.00 that she had put down. they put on the sale recept zero total down payment. At that time that we brought her jewerly she purchased me a diamond band that sold at 659.00. On August 12, 2009 they sent us a bill staying we owed them $250.00 and a late charge for $29.00. Our question is where is the $586.00 and why didn't they put the $400.00 trade in down on the ring? I have sent a report to Kay's jewerly and I am very upset that they did not put the trade in on the ring which was $400.00, then take the $586.00, and then not call us when the trade in was back. Also if we owed them money why didn't they inform me when I came into the store to pick up the trade in? Kay's has a 60 day trade in policy, so no one should of been upset. I feel that they got upset because we returned the jewerly and now on this bill they have decided to charged us $753.00 for a ring that we have a recept showing we paid $659.00 and saying we have a remaining balance of $253.00. Question where is the $586.00? I know they get upset when people steal from them, so if that the case why are they trying to steal from good paying customers and then try to mess up there credit? Times are hard we as customer need good customer services not selected memory theives.

I bought a ring 5 years ago. (Ring was rounded on its sides and even thickness all the way around). I turned it in for routine cleaning 2 month ago. They returned it back with dents all over the stones. I turned it back in to fix the dents, they returned me the ring top part of which was twice as thick as the bottom and it was square instead of round, the bottom was still rounded. So I turned it back again for the 3rd time - when I got it back, it was still square and still thick with an answer "We can't do anything about it, it's just time affecting gold... Gold wears out, blah blah blah, this is the best we can do. We can't make it the way it was."

I called customer relations and you know what they told me? - "It's wearable; this is what we obligated to do". That is their quality standards... No matter how altered the ring is, as long as it's wearable..

I wanted to buy studded earrings and a pendent base on what I can afford because I was planning to open a credit card to purchased them. After I spent an hour deciding what is affordable and what I can pay off within the "3 months interest free" plan, I figure out a monthly payment for a $415 earring, and after the sale lady was rushing me to get my signature to run the credit, I open the credit card.

When I went to ring out, the lady suddenly 'realize' she made a mistake on the earring pricing and the actually amount is $100+ more than the asking price. They refused to do anything about honoring the original price that they told me. Even customer services said "they couldn't so anything about it at the time" leaving me with a useless credit card, and a lower credit score with nothing to show for it.

The whole sale reps at The Loop off John Young Pkwy refused to resolve the issue that they cause, ignoring me to 'scam' other customers, and at one point to even had the nerve to show me another earring that was over $600?! I would never go to them again to conduct business. Not even to clean the cheapest jewelery I own.

Customers beware of Kay jewelers. I recently have gotten married and made the mistake of going to Kay's to get a family antique ring sized. Working with Kay's has been an absolute nightmare.
I went in to buy a simple gold band to match my beautiful antique engagement ring. Since I was there, I decided to buy the gold band and get my engagement ring sized. The woman sizing my ring was training and wrote down my size wrong. When I came to pick it up, it was too small and did not fit my finger. It was sent back to be sized. This time when I picked up my ring, it had been thinned out due to the up sizing of the ring, due to the fault of Kay's. I asked for the ring to be thickened up.
Yet again, I came to pick up the ring, and this time there was a piece of gold that had lifted up and was getting caught on everything. Not to mention, they had covered up the 14k stamp. After asking one of the workers at Kay's, they had said that this could be due to the fact it was an old ring and had been worked on two times in such a short period. They sent it away once again to get the lifted piece of gold to be soldered down. When I came back to pick up the ring, for no apparent reason, it was taken down 1.5 sizes! This was a mystery to all that had worked there. It was sent out again to be sized correctly.
Due to all this work on an antique family ring, compromising the integrity, I had asked for a warranty beyond the customary six months. They said there was nothing they could due but they would give me a $25 gift certificate. It was very frustrating talking to customer service. They were ridiculously unhelpful and uncompassionate.
I would HIGHLY recommend not dealing with Kay's in ANY capacity.

I have a serious issue with customer service at this particular location. I had my wedding band re-sized -- basically a smaller band was ordered -- and was told I would be called when it was ready.

We never received a call. Finally, after a month of waiting, we called the store and was told by a kid (with attitude) that it was going to be sent back to wherever it came from because we had waited too long to come in.

We went in to the store and sure enough, they had sent the ring back. I proceeded to explain to a different kid behind the counter that we were never called. He told us we were called twice. I told him I would know whether I was called. (And I later went through my phone records. There was no record of any calls from Kay Jewelers.)

In the end, I was less upset about the fact that they didn't call and more upset about how both of these kids had such a bad attitude and had no idea how to treat customers. It indicated to me that there was very poor management at that location, and perhaps company-wide. I am incredibly thankful that we did not buy a more expensive piece of jewelry there and will never shop at Kay Jewelers again.

December, 2008, My girlfriend purchased me a pre-engagement promise ring from Kay Jewelers. This ring is a beautiful white-gold and blue sapphire ring. To date, it has been shipped off 4 times for repair.

First, the ring was to be sized. For some reason, modifications cannot be completed in store, and therefor the ring was shipped off to some other place. The ring came back without problems. Later, I decided to have the ring re-sized for a different finger (Moved to my left hand) and the ring was again shipped out. When it came back, there was a nick in the metal near the stone. I let this go, simply because I wanted to wear the ring.

Several weeks later, the stone came loose, and I again had the ring shipped off to have the stone tightened and the nick in the metal near the stone. The ring came back, nick was fixed and the ring was polished, however the stone was still loose. The ring was again shipped out (third time, we're now 3 months after the purchase) and came back without issue.

Several weeks later, (Roughly six weeks later) The stone was loose again! Again, it was shipped off and came back fixed.

In January, a warranty was purchased for the ring, but the sales clerk misspelled my name.
Now, every time I go into the store, I'm told they cannot find my warranty without my paperwork, and that they cannot change the spelling of the name in store.
I was given a phone number to call [protected]) where I was told that it is impossible to update customer information. After a fairly lengthy conversation, I asked for the company's home state (Ohio) and am now proceeding to file complaints against the company.

I purchased a three stone, 1 carat t.w. band in December 2008 from the store in Lexington KY. At the time of purchase the sales person tried to sell me the extended warranty; my response was they must not have much faith in their product if they are already talking about stones falling out, etc.! I took the ring in to the Zona Rosa location February 2009 for resizing, my husband wanted the extended warranty so we shelled out $300.00. The resizing took roughly 3 weeks. In April one of the stones fell out of the ring, when I took the ring in for repairs, I was told because I had not had the ring checked every quarter, they would not honor the warranty; but they readily admitted they had checked the prongs when the ring went in for resizing. Again, we waited almost three weeks for the ring to be repaired. When the ring was returned the replaced stone was noticeably smaller than the other two. Again, the ring has been sent for repairs! At this point, we have owned the ring for 5 1/2 months and have worn it for about 1 1/2 months. Not happy with Kay Jewelers.