Kay Jewelers
Reviews and Complaints

I went in on 1/5/2023 and ordered an engagement ring (and paid for it in full) from the Kay location in the Boise Town Square mall. As it was a custom design using parts from other rings they sell, they informed me it would take 2-3 weeks to be finished. Totally understandable. Also note, when I ordered the ring on 1/5/2023, they had a design sketch of exactly what I wanted.

Fast forward 4 weeks later (so the ring was late based on their expectations), and I had to call them to find out my ring had arrived 3 days earlier. The lady on the phone stated she had been out of town so nobody called. I guess she's the only person capable of picking up a phone at that store. Anyway, while I was on the phone with her, she informed me the jeweler had messed up the design. Freely admitted they made a mistake. I decided to come and see it for myself that day, and sure enough they had screwed it up pretty good. So we had to send it back to the jeweler. The employee at the store informed me they would "expedite" it and should take no more than a week.

Fast forward again 8 days and I had to call again (there's zero initiative by any employees at Kay, they clearly do NOT care one iota about the customer) and the lady gave me some BS answer that it takes two weeks at the jeweler's before she even heard my story. So right away I knew she didn't care. Once I told her my story, THEN she agreed to call the jeweler and get back to me in an hour to update me. I also noticed there's an invoice amount of $450 in the email I got when we sent the ring back. Kay is absolutely insane if they think I'm paying them a dime for their screw-up. My proposal plans got shot to hell because of these unnecessary delays and it's cost me time and money. I just want the ring I gave them money for and then never to set foot in a Kay's again.

Purchased a Diamond ring 6 months ago & the center Diamond fell out. When I brought it in, they said it would be $450 to repair. I still had the Diamond, so that was to remount & fix the prong. Then I could buy the warranty after the repair for a few more hundred dollars. I get I didn’t buy the warranty, but it shouldn’t have broken in such a short period of time. Went to file a complaint directly with Kay’s, & I got from them - if I would have brought it in for my 6 month inspection, then I could have purchased the warranty & I wouldn’t be in this spot. I WAS there at 6 months. That didn’t help me at all.

was even willing to spend more & trade up, with a warranty purchase. That wasn’t good enough, I needed to spend the $450 first, then they’d talk to me about upgrading.

Kay Jewelers needs to revise their gift return policy. Went to Kay store in fashion valley mall in San Diego today to have a chain necklace and matching bracelet sized to fit me. Both gifts from my husband were purchased at this store and I had the receipt. I was told they couldn't resize them, which seemed odd for a 'jewelers'. I asked to return them and to simply credit my husbands' card he used to make the purchase. I was told I had to have my husbands' card with me, which of course I didn't. The other option was to call him and he could verbally consent to credit his card over the phone. He didn't answer the phone. So I asked if a gift card was possible and again told no. Only options presented to me were to make another purchase with an even exchange or come back again with my husband's visa card. Neither was a satisfactory customer response. Any store I have had to return a gift either credited the purchasers credit card or allowed a gift card. Of course, I told my husband no more gifts from Kay.

I bought a family necklace for myself and when I picked it up from the store in Forsyth Illinois I told them it is way smaller than what it looked when I looked at it and personalized it online. I then went to put it on and the chain snapped immediately. I called and talked to three different managers three different times. I was told it could be exchanged by 2 different managers. Took it in to exchange it and was told I couldn't exchange it by the 3rd manager. Then was told it'd take 3-4 weeks to fix the chain after waiting almost a month to receive it to begin with.

On 12/30/2022 at 2:00 pm PST my Mother and I arrived Kay’s Jewelers located at the Galleria Mall in Las Vegas, NV to have our jewelry inspected.

Once again (3rd time), I was dismissed by the store manager, I believe her name was Dedra.

I purchased 3/4 diamond studded earrings. I paid to have the setting put in yellow gold and repeatedly asked if the warranty will be valid if I changed the setting from white gold. I was told repeatedly, yes the warranty would be honored. To date, the posts are discolored and bent. They were using needle nosed pliers to correct the bent post. I asked her not to do that because it would weaken the post itself since their Fashion Mall location refused to send them out the first time; the manager used needle nosed pliers then as well. I had to notify Kay’s Corporate offices then as well.

I closed my account due to the horrible and racial tension when attempting to receive service in the past in Arizona, and the two stores noted in Las Vegas, NV. If I can find another jeweler to allow me to trade in all my Levian and Leo diamonds I will to keep from going back to the store.

Lastly, I wanted to purchase another Levian piece, and upgrade a few pieces but was refused. What pieces of Levian I wanted to purchase and upgrade to were inside the store, but was told I couldn’t upgrade until the next Levian sales event, and no I didn’t purchase the Levian pieces from Kay’s.

I called the corporate office to file a complaint, but the rep told me the store location at the Galleria Mall in Las Vegas did not exist. The rep said this particular store was not on her list. Mind you, this is the third time they looked up the store location with no issues locating the store in the past.

Now I’m afraid I’ll end up with fake diamonds. What’s even worse is they have my Levian jewelry and they may replace the stones and diamonds.

I purchase a change from Kay jewelers and I had to take the train back because they got wasted and was causing a rash on my chest. I’ll took that chain back and they swap it out for another gold chain and now I’m suffering a sebaceous cyst on my right torsos. I wear the chain everyday and wash in it. I don’t know if something is wrong with the gold or the chain doesn’t agree with my skin! I also went to the doctor to ask about and probably have to go back since it’s getting bigger!

Order number: [protected]

Tried to cancel the order after 30-minutes but the customer service agent said it was already shipped. Really on a Sunday? They claimed some orders were not able to be cancelled and mine was one of them. BS…I will NEVER shop at Kay’s ever again and will post as many complaints as possible because this is a complete sham that could have been taken care of with a rew key strokes by the customer service rep.

As a long time customer, I feel like I have been rob.

My husband and I have been customers since 2000, when we made our first purchase by buying our wedding band. December 2021 my husband purchase 3 tennis bracelets for Christmas. On Christmas Day when I opened my gift, my brand new 1 carat tennis bracelets was missing a diamond. Went back to the store with him to make an exchange, they did not have the one he purchase originally we decide to get a different one and get a more expensive one, A 2 carats white gold bracelet. Also purchase insurance with all 3 bracelets since we always do with everything we purchase from you guys. After a month I had to go back to the store with mine and my daughter bracelets, due to the bracelet coming off without us even noticing. They took it send it to get fix, after not having our bracelet for about a week, we get it back then couple of weeks later same scenario. They took it again and fix it. To make store short I returned my bracelet back about 7 plus time done of the time they try fixing it in store. All employees knew me. When I received the last one I decided I would not wear it until there is an occasion since I have been so frustrating taking it back. On Wednesday Nov 23rd I decided it’s the holiday I will wear my bracelet for the first time in a long time. Got ready went out within 40 minutes of me being out I realized I don’t have my bracelet. Trace my step for hrs. and have not found my bracelet. I spend hrs. in tears since it was a gift from my husband and they were matching bracelets with my girls. We spend over $2000 for a bracelet I had to take back 7 time, then became a display, afraid to wear, finally wore the bracelet and it’s gone. I spend the entire day looking for my bracelet., instead of spending time with family for the holiday. I was so confused and upset drove to the store to see who I can speak with they advise me nothing they can do for me I’m just at lost. How can you guys treat a long customer that way. How do you purchase a bracelet for this price and have so many problem with it. I need Kay Jewelers to do better and replace my bracelet.

I’ve lost the large 1ct diamond in the center of my ring, due to a prong completely busting off. I hardly wear the ring, and I’ve spent close to 14,000$ on it. I show up to Kay’s, to have it replaced, send it off and then 6 weeks later get a phone call explaining it would be 6,500$ to replace. This being, because it wasn’t inspected. I am very good at having it inspected and cleaned, I know for a fact it was inspected in December because I made a 1200$ purchase. It was being wrapped up as I was waiting for my inspection. There is no record of inspection. On top of this when I purchased this ring I bought the lifetime warranty that does not require inspection. Well or atleast I thought I did, I was told I did. Although I did not require inspection I’ve continued to do so when I come in for cleanings. This is why I did not ask for the receipt of inspection. They have no inspections on any of the THREE accounts that they have for this ring. I’ve spent well over 25k in the last 5 years. Now only offering me 1000$ for my ring and band totalling 13,999$. Now everytime I’ve called to complain I get a different answer on why they will not cover. I’ve been told they won’t cover the diamond just the damaged prong, no inspection, that I have to hve the diamond for it to be repaired. I’m confused on why a 14000$ ring that is hardly worn breaks an entire prong completely to begin with.

My wedding band lost a diamond two years ago, it took over seven months to get back due to Covid. I did not complain about that, and now the same diamond that we paid to have fixed has fell out again. They’re saying due to the six-month rule, we are just out of luck and want to chare us $650 vs the $200 last time. I called customer care and no one called back. I called the store and asked for a district manager and they gave me a wrong number.

I just want to trade it in for something else. I paid to have it fixed once and waited, so i think thats fair.

I went into Kay Jewelers in Defiance Ohio 11/23/2022 and purchased a Neil Lane bridal set. It was 25% off. The very next day it’s 30% off and this store will not give me the additional 5%. Doesn’t seem like much but it’s a $600.00 difference. In the pictures attached you can see screen shots of the sale price on 11/24/2022 and the last one shows my emailed receipt of the purchase price.

November.25.22 5:20pm.

I walked inside kay Jewelers inside First Colony Mall in Sugar Land Texas , The assistant manager is discriminating people by the way they look. She looked at me up and down and another lady asked me how I could be helped , I told her I was needing a cleaning done on my ring and she interrupted her and said “ we are to busy we can’t do that , come back Monday or something “ . There was no one in the store but workers standing around . The other kind lady apologized for her manager and tried to help me but I will no longer be dealing with anyone from that store .

This company was holding a sale on their rings. We were not told that it was a promotion but a sale. No, one in the store informed us of a promotion for 18months. I would have remembered that. We owed $320.00 as of Nov.10, 2022. We received a bill charging us all of the incurred interest. They are not willing to take the interest off. we only owed $185.00 now it's almost 1200.00.

I don't believe that we should be charged. They refuse to remove the interest.

I came by with my boyfriend to just look around. We went to the Kay Jewelers located in Pentagon Mall. We let the people know we were just taking a look around, we were not looking for anything specific. A worker name Susan immediately was pressuring my boyfriend to buy right away. We let her know we did not want to buy anything at the moment. Her and another woman were asking very personal questions as if they were investigating us and even went as far as to ask my boyfriend for his social security number. We weren’t interested in buying so there was no need for her to pressure him for his social.We didn’t feel comfortable and felt very pressured. I wouldn’t recommend this place at all. Kay Jewelers should not pressure and make their customers feel uncomfortable.

I was in the process of checking out online and had a visa debit gift card but it was not enough to cover the entire purchase so I then purchase a Kay's e gift card to use to offset the difference. Once I completed my online purchase of the e gift card that was to be sent to my email address - i find out that it wont be sent to my for a minimum of 24 hours. How is this even possible that it is done electronically yet takes so long to get to me and I only become aware of this delay after I have made the purchase? I contacted customer service and they do not have the ability to push the transaction out or expedite. Not very customer friendly

I am currently a very dissatisfied customer.

I have bought two Jewelry pieces from Kay Jewlers 1 chain and 1 ring. I paid approx. $1,540.79 for the ring and approximately $650.00 for the chain and these pieces of jewelry continuously break and need repair. I have never bought any real gold that would break the way these pieces continue to break. I am totally dissatisfied with the Jewelry of Kay Jewlers and would like a price adjustment on the pay back of these pieces of Jewelry. Both of these pieces were very special to me as it signified the 25th anniversary of my wedding and the other ring was an extension to my mother's wedding ring when she passed. My account is [protected] if you have any questions or need to search the account. Please advise if there is anything that can be done to accommodate this inconvenience.

My wedding band is missing I call several times and no one knows where my wedding band is that I paid for already. Order--number [protected]. I am told to wait 10 to 14 days to see if they can find it? How do you tell someone this? It's a wedding band. I was going to have my wedding band engraved as well and I do not trust Kay's jewelry anymore

The diamond in my ring fell out on May 7. I took it in for repair that day. I was contacted on May 9 by Erik at the Great Lakes Mall and was told it is unrepairable. I have two options: a. New setting for $500 with my stones put into it or b. A ring valued at $599. The price I paid in 2003. May 23, 2022 4:52pm Case #[protected] was to be escalated to a supervisor. I was told it could take up to 72 hours to hear back from a supervisor. I never heard back. On May 27, 2022 Picked up ring from Kay. They told me the entire ring should be cashed out because it was unrepairable. It was three rings together. On May 28, 2022 Took to Broestl & Wallis the one ring that was damaged was appraised at $1800 if the diamond was in it and the Ring is ABSOLUTELY repairable contrary to what I was told from the store/repair. On Jun 1, 2022 I called and Waited 20 minutes on hold and the Call cut off. On Jun 10, 2022 3:16pm - called and Spoke with Theresa for 46 minutes. (18 weeks ago as of 10/14) She said she will call back after she calls the store. She returned my call within an hour. She then said she would be escalating to district manager. On

Oct 14, 2022 1:10pm - Spoke with Fahim and was told it was never escalated. She was very nasty with me and at first refused to listen to the entire situation.

I requested that the issue be escalated to a district manager and that the phone call recording from June 10, 2022 be pulled up and reviewed BEFORE the district manager calls me back.

I have the jewelry/gold repair guarantee that was paid for when I purchased my ring. It never stated that if a ring couldn't be repaired, that I would be given the value from 20 years ago that I paid. That ring is worth 3x that amount now, and $600 for it is unacceptable. The gold in the ring alone is worth more than $600 if I took it to sell just the gold. I also have a contract that states you will replace any damaged or missing diamond. The store is refusing to do that as well. Presently, Kay jewelers is in breach of two contracts that I have with them. I am being told that my ring is unrepairable, and that is NOT true. Two REAL jewelers have stated that it in fact can be repaired.

I've already spoken to the store manager, I do not want to speak to him again. I have also spoken to customer service at corporate. I want to speak to a DISTRICT MANAGER. I want my phone conversation, which was recorded according to Fahim at customer service, reviewed for all the information that was told to me on that call. I would also like a copy of the transcript from my phone call on June 10, 2022 with Theresa.

If I do not hear from someone in a timely manner, I will be contacting my attorney and taking the company to small claims court to resolve this issue.

Since your jeweler can't repair my ring, I would like to take my ring to a jeweler who can repair it, and have the repairs paid for by Kay. I paid for a jewelry/gold guarantee that is supposed to cover repairs. I would also like the diamond replaced based on the diamond guarantee that you offer.

A had a citizen wach for repair day lost it day give me a gift card for 425 dollars the card not working no wach no card I am out of money a was in store in outlet mall today for 2 hours no body activated my card tomorrow my marriage anniversary I vented to buy something card no good a am devastated wat a robbery lose my watch than give me a not working gift card I am going to reported to better business baroque I dont have extra money help he l p help help help

I am beyond frustrated with the service department at Kay Jewelers. We have purchased an engagement ring and two custom bands to go with it (approximately $6,500 total) from your store. In our experience with Kay, we have had several frustrating experiences. When I ordered my 2nd custom band, I received an email including pictures of my supposed wedding set asking me to approve the design; however, you sent the wrong set. I knew that the engagement ring pictured was NOT mine, and I had to argue it and panic in fear that you had lost my rings. Once I finally received my rings, I sent them off to be sauntered together and experienced more difficulties. I let that go. Recently, I sent my ring set back to have them rhodium dipped and the prongs tightened/serviced. I got a call from Kay telling me that my rings were ready; however, when I went to pick them up they did not shine, I could still see scratches on the back of the band, and I could still see lotion/dirt caked up under the diamonds from the back. It was VERY CLEAR to me that my rings had NOT been serviced. The lady working behind the counter that day showed me the service receipt, and I also received an email stating that the service had, in fact, been completed. The lady apologized to me and agreed that the rings were clearly NOT serviced and promised to send them back out for me. I received my rings, and within less than 2 months I noticed a diamond missing. Were the prongs not tightened during the last service? I stay up to date diligently with my inspections, so this should not be happening. My rings were sent out yet again. I got a call on Monday, telling me that my rings were back and ready for pickup. Then, I got another call less than 15 minutes later telling me that they noticed another stone loose and that it needed to be sent out again.

Question: If they serviced my rings when I sent them out to have the stone replaced, why did they not check the other prongs to make sure there were no other loose stones? Why is this happening?

I am extremely dissatisfied with my stressful experience and poor service from Kay Jeweler, and I would like to speak to someone from corporate. I would like for someone to give me a call please. I have bought many items from Kay in the past, but I will never do service with this jewelry store again. Unfortunately, I am forced to continue service due to my warranty being through this store. I expect better service than this. The service department still has my rings. I have filed a complaint with the Better Business Bureau as well.