Kay Jewelers
Reviews and Complaints

Good Morning,

I purchased a pair of diamond earrings from the security Blvd store, MD, I believe just about a year ago.

One of the earrings is secure but the other kept falling off, to the point that I am unable to wear them anymore. I called the store to see if they can repair the earrings for me.

They stated as I did not purchase the warranty, I would have to pay for the cost of the repair.

I agree maybe I should have called the store sooner, but I was always able to put it back, so I did not. First of all, I did not expect such poor finishing of the product for it to become loose within weeks-months of wear, the second is I have to pay for the repair cost.

LESSON LEARNED-I WILL NEVER PURCHASE FROM ANY KAY JEWELLERS.

I have many different products from various manufacturers, but have never experienced similar issues.

That is how long it has taken Kay Jewler to replace my wedding ring, lost in YOUR possession. This will be my THIRD wedding ring with this company.

On May 8th I dropped my wedding ring off at Kay in Alton, IL. to be cleaned and dipped for my annual cleaning. They shipped my ring off to the manufacturer to have this completed. This always takes 2 weeks.

• May 23rd – I contacted the store because I never got a call my ring was in. I was told that they would look into this and get back to me.

• May 24th – I contacted the store again and was informed that the manager was looking into this.

• May 27th – I call AGAIN, because nobody would call me back, and was told the manager was off and the employees didn’t have any information to give out regarding my ring.

• May 29th – I called again, where I was told by the store manager an investigation was being started with UPS to track my ring down.

• May 31st – I called again, the store manager said it has been confirmed by UPS the ring is lost BUT it takes 8 BUSINESS days for UPS to conclude their investigation and then she would see what the next steps are.

• June 12th – (6 weeks at this point) I get a call from the store manager, Aubrey, that UPS has concluded their investigation, tracked it down to the minute of where it was lost, and deemed the ring as lost BUT now Kay’s loss prevention still hasn’t gotten back to the Alton store on how to proceed so she was unsure on the next steps, but Aubrey is off the next 2 days and hopes to have an answer when she returns on Thursday.

• June 16th – I received a voicemail from the store manager stating it will be TWO MONTHS for the replacement ring, but she will contact Kay’s case specialist for an update on Monday.

• End of June – We call to see what update there is. The Assistant Store manager tells me she has no update, and I am only allowed to speak with the store manager, Aubrey, who is on vacation for a week. I asked for a district manager or corporate number or anyone who can give me any information because I leave for vacation soon and – the Assistant said she can only give me a 1-800 customer service number and I am not allowed to have a district manager number or email.

• July 3rd – I call and am told my ring is taking so long because they are making my ring from scratch to my size so it will come in as one, sautered.

• July 10th – I am informed my ring won’t be done until the end of September, but I have finally been given a number to corporate – [protected] Ext. 300404 for Priscilla. Priscilla says they cannot do anything but have me wait until September for it to come in. I tell her I don’t agree with this answer, especially considering the run-around I have gotten. She says she can have the district manager call me. I NEVER GOT A CALL FROM THE DISTRICT MANAGER.

• July 28th – I got a call that my 3 rings (engagement and 2 bands) were in and asked if I wanted to see it before it is shipped off for TWO MORE WEEKS. I am clearly livid because I was told by Aubrey they were making this new ring to my size and it would already be sautered. I told her no, they can ship it off. Aubrey informs me that no matter what I can pick my ring up on August 15th once it is done being sautered and sized.

• August 15th – a store associate, Justin, calls and says my ring is in and I can pick it up August 16th. I state I was told by the store manager that I could pick it up August 15th. The associate says the manager is off and she is the only one who can release it to me. I call back to the store about an hour later and ask if they can have another store manager come release my ring or have Aubrey come back to the Alton store, especially considering I had already made childcare arrangements to be able to pick my ring up after work. Justin says he cannot do anything because he doesn’t know how to complete, and this has been a spiral of issues with the ring and he doesn’t want in the middle and that is why I have to wait for Aubrey in order to get my ring.

On July 8th my wife took her ring she purchased from Kay that lost a diamond. She had it inspected as required to keep the warranty valid. When she went into the store to get it replaced she was told it would cost 400.00. It would be 465.00 but the diamond was under warranty. My wife and the manager went round and round about this situation. There was no way we were paying that much for this ring to get fixed. A few days later my wife took the ring to a jewelry repair shop and they are doing the entire job for 45.00. My wife knows diamonds and made sure it's the same grade as the others in the ring. This makes Kay look very dishonest. In sales there is a rule of 250. Every person you hack off you have an average of 250 people that they know that potentially will find out about the issue. To be honest several of our friends already know of this and have stated they won't buy from Kay. Every kiss may begin with K but my $ will go elsewhere.

I’ve spoke to multiple representatives and a supervisor I have yet to hear back from. This company is horrible and I won’t spend another dime with you. It’s sad my husband spend thousands of dollars with this jewelry store for me to be without a ring for 4 months with no communication, assistance, or compensation of any kind. This is beyond sad and will travel to another jelwery store before we spend another dollar with Kay’s.

On June 19, 2023, Kay Jewelers issued a fraudulent credit card in my name. After receiving an alert from a credit reporting bureau that the card had been issued in my name, I immediately informed Kay Jewelers of the fraudulent activity. After receiving this information, Kay Jewelers still approved the fraudulent credit card and mailed out the merchandise. I have notified the local police and filed a criminal complaint. Kay Jewelers was fully aware of this fraudulent activity and still allowed it to occur. A formal complaint will be filed with the FTC concerning Kay Jewelers involvement in this fraud.

Hi I want to make a complaint about the costumers service and in store service. Me and my husband called to replace the ring that broke at work and didn’t notice that it fell off. I me the wife purchase it money out of my pocket for him for work he works with blades cutting metal and Installing things. The people said no they can’t replace it. I’m very frustrated angry and I just want my money back and cancel my life time warranty

Back on 5/12/2023 I purchased a rope chain 22" long. I decided to pay for it through kay jewelers credit card from comenity Bank. As of this day 6/8/2023 still haven't received the credit card. I call numerous times about no receiving the card. The last time I called customer service was canceling the card and reissue a new card number. This card.have not received yet. I am fed up with no help or resolvement Also the first statement to be paid has come with about 8 days before its.due payment.

We have been shopping at Kay's for the past 14 years. We started having issues the past 1 to 2 years. When we needed work on my rings they would come back from the goldsmith in needing repair because of the errors of the goldsmith. Few examples are, received my ring back from the goldsmith and a diamond had fallen out. We sent it back and received it back with black residue underneath the diamond. Had to send it back again. I had my center diamond fall out once and sent it to the goldsmith to be put back in and it was returned with the diamond crooked. There have been many other issues but we are currently dealing with one issue since January 2023. I had purchase new enhancers January 14th 2023 for my wedding ring. We sent in the enhancers to be soldered to my wedding ring. We got it back and it was soldered incorrect. Sent it back again, we received it soldered incorrect again. During this second time they sized the enhancers to a 10 (I am a 6.5). With them sizing it to a 10 the back of the brand new enhancers are wire thin. We sent it back with the agreement they were going to fix how it was soldered and build up the enhancers. We got it back, the soldered was finally correct but the back of my ring looks awful. The enhancers are still wire thin and my wedding band is wavy from them repeatedly removing the enhancers. I have not been able to wear my ring since January because of their errors. I contacted Kays claim center March 28, 2023 and have not gotten anywhere. We would NOT recommend Kays! I have this very expensive wedding ring that looks awful and they aren't fixing their mistakes. We will never buy another thing from them and we will be sharing our experience with everyone. As of May 17th we are still trying to get my ring replaced. I have been working with Mary Marlborough, I have sent her an email on April 28th with the rings we wanted to be ordered to replace my wedding ring. I have not heard from her since. I have tried multiple times to reach her and have contacted customer service. We still can't get anywhere. Case #[protected] This company is horrible!

I came in and ordered the bracelet and a ring. I called over a week later to check on it and they told me that it wasnt here yet then another week I called and it's on back order which nobody had called me and told me so I came in. I had to take the bracelet and the ring off and I re-ordered a new bracelet. Call to check on it a week later. And it's on back order again. Then when it finally gets here, I go in there and they had already given me some miss information about the insurance and what all it covers so I declined the insurance and the lady told me I still owed her three dollars and some change I don't understand if I came back in when I placed my order and paid for it why I have to pay for tax when i'm picking it up and they told me that I could just come grab it, i'm super upset when I tried to complain to the lady, she brushed me off and said there was nothing she could do. This is just way too many problems all back to back. I feel very dissatisfied with my service, and I will never probably order from kays again.

I bought a $1300 engagement ring from Kay but because I'm a measly 6 days over the 30 day return they refuse to give me my money back and only offer a gift card. So what is the point of that. Basically I'm out the money while my girlfriend gets the ring she wants somewhere else which is even more expensive. On top of that we are longstanding customers. Very bad business. You have rules but u have to be flexible within them. I know this because I work in retail. U have to consider all the circumstances and apply compassion as well. I'm so upset. I'm waiting for someone from corporate to call me back. Never had such a bad experience before. If dont get my money, imagine they have 45 day at Christmas so 9 days less than that, I will never be shopping with Kay again. I hope lots of people see this. I see they already have a bad customer satisfaction rating. Shame on them

I sent my 15th Anniversary diamond ring off to be saltered with my new 20th Anniversary ring, but I received a call that the rings were lost and the don't know what happened. In reading other reviews that appears to be happening a lot in which I find strange and suspicious. The so called replaced the rings, but they feel the same to me. I'm very disappointed with this company

Wife bought me a mens bracelet. She also bought a life time warranty for the bracelet. I have had the bracelet repaired a few times and had no complants on the repairs. The bracelet is the railroad style.

Now 2 years ago the bracelet had a broken link. I sent it in like I have before, but this time it was sent back and was told it was UNREPAIRABLE. I called to find out why and was told the company that made the bracelet was no longer making the railroad style and would not repair it. So I called and talked to a supervisor at you corporate office. I had to talk to several SO CALLED SUPERVISORS and finaly was told to send it back in and they would make sure it did get repaired. I also requested that all the links be checked for ware and i was assured that i would be satisfied. The bracelet was put back together and none of the other links where repaired. I have called several times again and was told that all the links would NOT BE REPAIRED! So i asked what DOES THE SO CALLED LIFE TIME WARRENTY COVER. I WAS TOLD THE BRACELET WOULD NOT BE REPAIRED TO LIKE NEW. SO I ASKED IF THIS WAS A RING AND THE DIAMOND FELL OUT WOULD IT BE FIXED AND RETURNED TO LIKE NEW. I WAS TOLD IT WOULD THAT A RING IS DIFFERENT. YOUR REPAIR COMPANY SAID MY BRACELET IS UNREPAIRABLE.

THIS A BUNCH OF BS. I CALLED AGAIN A MONTH AGO AND WAS TOLD A SUPERVISOR WOULD CALL ME WITHIN A WEEK. I AM STILL WAITING.I DO NOT UNDERSTAND WHY NO ONE WILL CALL. MAYBE THEY LOST MY NUMBER SO HERE IT IS AGAIN. LAND LINE IS [protected], MY CELL IS [protected]. MY NAME IS MICHAEL BELL, MY NOW WIFE BOUGHT THE BRECELET IN HER NAME JANICE BRADFORD. THE STORE WAS IN SOUTHAVEN MS.

IF NO ONE CALLS WITHIN A WEEK I AM FILING A FORMAL COMPLAINT WITH THE BBB.

Michael Bell

[protected]@yahoo.com

My husband and I visited the location in White Marsh Mall in Maryland today 3/19/23 at 12.30pm. We stood in line for a second until another customer stated that we needed to place our name on a sheet in order to be served. We put our name on the sheet and waited 40 minutes. My husband noticed that a customer was sitting and your associate started to service her without coming to the form to see who was next on the sheet. My husband wanted to say something but I stopped him and said wait. While the associate was with another customer, all of s sudden she yelled "this lady was here before and this customer allowed me to service other customers". Meanwhile my husband and I were having the conversation until she overheard what my husband said and made that statement. So my husband said I am ready to go- this was 40 minutes waiting and still had 4 people ahead of us to be called. We went to the register and ask another employee for the Managers name. Come to find out the lady who was yelling across the store that involved herself into our conversation was the Assisting Manager Jucinda. She screamed her name while assisting with another customer while I am speaking to the other Employee trying to retrieve the managers name. Jucinda was rude and was involving herself into a personal conversation that my husband and I had. Her customer service skills were not professional and this is not the first time I have experienced with this location. The Manager, who is Medical Leave, has also been rude when I retrieved my jewelry that was not serviced properly. She did not speak and threw my jewelry on the counter.

To this end, the White Marsh location needs better training on customer service. This is obviously a busy location, and there is not enough staff to cover but the staff does not have to be rude. There were 4 employees working and not one person said that they apologize for the wait and they would get with us shortly. Not one employee acknowledge the issue until I asked for a Managers name. This complaint may not go anywhere because the Assisting Manager can scream at a customer while she has a customer in front of her, I do not want to have my things serviced there.

Jucinda- I hope you had an awesome day today. My day was great after you reacted the way you did.

Customer service is horrible at this location and my husband and I will not be coming to this location again. We did not react to Jucinda and she still yelled at us across the store with many other witnesses in the store. She was over-talking her co-worker trying to give me information. I am a Manager and this is unacceptable as a professional.

I will be filing another complaint with the BBB and social media.

On March 4th of this year, my husband (David Smith) and I stopped into the store to have my engagement ring cleaned and checked. Kathy walked away with it and brought it back very shortly thereafter. It had NOT been cleaned. She said it was in good shape but noted that we had not had it checked since 2020. We have proof otherwise and told her so.

She then told us that there had been issues with past management in terms of keeping up with paperwork, but that she was taking care of that and we had nothing to worry about. We had always enjoyed our visits with the previous manager, who treated us very well (as one would expect in a retail environment.) I told my husband that he should have his band re-plated and brushed. He took it off and handed it to Kathy, noting that it was out of round and asking if it could be re-rounded at the shop as well. We had had it plated, brushed and rounded in March 2021, so assumed it was a routine request. Kathy placed the ring on a steel sizing guide and began to tap on it with a small wooden mallet. After doing that for a minute or two, she filled out the paperwork to send it in.

On March 10, Kathy called my husband and told him that because of how the ring was constructed, it could not be rounded without risking breaking the parts of the ring apart. Alarmed, he told her NOT to have them round it. They could simply plate and brush it, since it fit just fine and looked okay. On March 18, Kathy called my husband to tell him the ring was broken and that we could have what we had paid for the ring toward a similar one. The same ring is, apparently, no longer made. We gave Kathy a perfectly good ring. Someone decided to round it after being told not to risk it. I don't feel that I should have to pay ANYTHING for YOUR mistake. Kathy said that this is what the warranty is for. On the contrary, the warranty is intended to protect me should something happen to it while in MY possession. The ring was made worthless through the carelessness of someone at Kay Jewelers. It is up to YOU to make it right. I should NOT have to pay additional money to replace a ring that, when you took possession, was perfectly serviceable.

Kathy denied having tapped on the ring with the mallet, despite doing so right in front of my husband. She also argued with us over the amount we paid for the ring in 2013. I tried to explain to Kathy how frustrated I was as our rings were blessed when we were married. When I mentioned this to her, she stated she was sorry she couldn't do anything about that but that I could get a comparable ring and pay the difference. I shouldn't have to. Until now, I have been an outspoken fan of Kay Jewelers. At this point, I want to tell everyone how poorly I'm being treated. Instead, I am waiting to see how this is resolved.

My Mother snd I dropped off two different Levin rings for resizing at Kay’s located inside the galleria mall in Las Vegas, NV. (2/2023)

They either other sold or lost my rings as it has been two months and have not been able to get them back. They did present substitutes! My rings were rose gold, but the substitutes they want me have are yellow hold.

I have tried everything to get them to return my rings. I even appealed to the CEO, but she passed me onto someone in customer service who doesn’t know the difference between yellow gold and rose gold metals.

By the way Kay’s is growing and I applaud each of you including myself as we contributed to their success. Yes, all the lost or I repaired property, etc. is a major contribution to their success! It’s a numbers and integrity game.

The BBB did what they could, now I am here, and tomorrow I am filing with the Federal Trade Commission, but the CEO has a stellar reputation and I am a nobody according to Kay’s store Manger. But, hopefully they will not shy away from this matter as there is an obvious pattern with this company. What Kay’s need is a Class Action Lawsuit, but what I need are my rings back. I’ll try to attach a photo of what the yellow gold ring and my rose gold ring.

The Federal Trade Commission and no Attorney may be afraid to go up against Kay’s Jewelers/Signet Corporation because of their business and personal relationships, but I am not as all I did was trust Kay’s employees with my jewelry to be sized. I didn’t know you had to be wealthy to be treated fairly. I am used to being treated poorly by kays.

I ored a inexpencive ring on line for only100,79 dollars not very much but its should have been here by now! can you help me please, i also madesure there was a note on my door to ring bell what hppened to my delivery ?i have theitem number [protected] and i believe the delivery person dont know who deliveres them but i think its ups i have a number if its right olease check for me 1oooo909079457 thank you i was really waiting , for this nice ring, hope i dont loose my ring, thank you ginny carvalho 64 wilders grove road newton nh 03858 .

We purchased my engagement ring in Dec of 2019. Since then, it has lost 3 different diamonds, thank goodness we took the insurance out. My ring is in the shop right now (took to Kays to have repaired on Dec. 27, 2022) and on March 27, 2023, will make 3 months and the employees have done all they can do to get me answers on when I will receive my ring back. Noone is giving them any answers, not corporate, customer care...NO ONE! My husband and I have purchased several items from Kay's. Three diamond rings, two watches, two bracelets, and a necklace. I had to drop his diamond ring off today because it cracked and was cutting him. Just wondering how long it will take for him to get it back. We will NOT be buying anymore jewelry from Kay's. This is ridiculous. I feel sorry for the employees at these stores. Corporate and customer service needs to be more customer focused. I went to Kay's and called about my ring and the only thing they could tell be is that it was sent to whoever made it. So, then I call customer service to ask them, they put me on hold and called Kays, just to tell me the same thing. REALLY!

I have been shopping at Kay's white marsh Maryland for years.. My complaint is I dropped off a ring to be sized. When I was called to pick up the ring it was the wrong ring. I made this known to the store and the management at that time saw the issues and resolved the issues. She found the ring I dropped off and again send it out for sizing. Months go by I again am called to pick up the correct ring. When I arrived at the store I was greeted by an employee telling my the computer made me clock out somebody else will have to help you. Seeing how the only two other people in the store were busy. That employee walks out of the store. So I wait another seems like 15-20 mins before anyone else even greets me. They instead of being able to get my ring and leave I'm made to wait another hour because nobody on the management team passed on any information about me receiving the wrong ring and waiting on the correct one to arrive. Only one employee Tasha was able to recall what had happened but the manager on duty wasn't listening. This is totally unacceptable! There was no communication.