Kay Jewelers
Reviews and Complaints

i purchased my girlfriend a promise ring the other day but never got a confirmation email. they took the money out of my account and I'm assuming its on its way but i have no way to track it without an order number. also I realized i made a mistake on the engraving i did but i can't cancel the order and fix it because i don't have the email. I'm not sure if this is the right spot to complain about this but figured i'd see

I ordered a nice new Diamond Bracelet for my Fiance as I do a lot from Kay's. I ordered it on 11/19/2020. Order confirmation # [protected]

We got the bracelet but it needed to be sized. Sent it off to have it sized and it came back with missing diamonds. We sent it off again to have the diamonds replaced!

We got the bracelet back a few weeks later and the part that was resize was discolored from the about of heat put to it! We sent it off again!

We got the bracelet back again and it was to big again! Obviously Kay's sent a new bracelet that was not sized! So...We sent it off again to get sized!

It has come back now with the same discolor as before from the heat! It has now been sent off again!

At this point it has been 7 months! She was not able to where the bracelet for Thanksgiving, Christmas, Birthdays, Dinner events etc...

I would like the bracelet fixed and returned to us the way it is supposed to be. My Fiance loves the look of this bracelet. Also I would like on of the follow listed below if not all listed below! I have been buying jewelry from KAY'S for a very long time and I have never had such a hard time! Make this right or will take my business somewhere who will.

-Return the bracelet to us and give a full refund
-Give a store credit
-Gift Cards
-If you have any better ideas?

Thank you

Stephen Satrazemis
[protected]
[protected]@yahoo.com

233 Racine Dr. Unit 7
Wilmington, NC 28403

As I have sat in a store for 45 minutes by myself the lady inside has not been able to help me because she is new and her coworker has been outside the entire time sitting on her phone on a "personal call". All I wanted was my ring to be sent out for a replacement diamond. It should have taken 3 minutes at most. This is store number 2367. I have never been this disappointed in my experience here at Kay jewelers.

I had a credit card account with Kay jewelers. Due to issues with COVID 19 I fell behind. I was contacted by a representative. I expressed why I fell behind and the reasons. I was offered a one time payment resolution that would bring my account current. I made that payment and was told everything was on track and to just make my monthly payments on time from here on out. I appreciated the help and resolved to do all I could to keep this account in great standing from here on out. I sold my prized possession, my fishing boat. I then paid the account in full. I noticed that the available balance never changed. I called in only to find out the account was involuntarily closed. I was NEVER advised that this was happening or was gonna happen. I am HIGHLY and DEDEPLY hurt that I was dealt with this way, especially after having to sell my boat as a gesture of good faith and to keep my account in good standing. I ask that MY ACCOUNT BE FULLY RESTORED as soon as possible.

the chain i purchased. It broke and i had send it i to be repairs. After the repairs where done the store called me and asked me to pick it up. I have tried 3 time and 3 time they are closed. I called them and was told they open at 11 am close at 1pm reopen at 3pm and closed at 7 pm. I work 7 am to 7 pm. I asked them to mail the chain back to me and was told they can not mail it I must pick it up. the first time i tried to pick it up at at 10 am, the second time was 7 pm they were closing, the third time was 2:30 pm and was told they were at lunch 1 to 3. How do I pick up the chain if they are never open . I do not have someone to cover me at all time for THEIR CONVENENCE. If this is a problem I just purchase a new chain someone where that is dependable.,
Pat GAnn
[protected]
[protected]@yahoo.com

Hello my name is Teressa Turner. I recently called customer complaint about a bracelet that I purchased back in October, It has broken on me twice ands they finally decided to replace it with a similar one. The problem is what they gave me is not real gold and I told them that, they claim it is. I only ask that you guys credit the 300 dollars back to my account or let me pick out another one. I hate to go to the media or the BBB. bit if I have to I will. my account number is [protected]. If you have any questions you can reach me at (cell)[protected]. my work number is [protected]

My husband and I bought a bridal ring set in 2008 with a lifetime warranty. Recently one of the diamonds broke and fell off. I went to the nearest Kay Jewelry and the manager told me that I had to pay $600 dollars in order to fix my ring, with lifetime warranty it should be already covered and I should not have to pay for anything to get my ring fixed because when I bought it that is how they explained how the lifetime warranty is going to be. I have bought jewelry from Kay all my life and never had any issues with getting my jewelry fixed until now. I also explained to the manager how I wasn't always able to bring my ring in to check it because I am disabled and can't drive and due to the pandemic it is harder for me to get out, but he still said I needed to pay that amount. I just want my ring to be fixed before my 25th year wedding anniversary.

Hoping you can help me out, Thanks!

email: [protected]@gmail.com
number: [protected]

On November 6th we ordered an LeVian ring. We were told it would be there in two weeks, Called on Nov. 20th is wasn't in, finally on Nov. 27th (three weeks later) it was there. We went to see it, LOVED it, paid for it. It needed sized, they told is two weeks. Dec. 11, called, was told they broke a stone, ordered a new one, it would be there by the 17th. Called, "emerald didn't match, ordered another one, it will be here by December 21 at the latest. We called on Dec. 22, they called us back on the 23rd. The sales person said the ring came in, but there is another broken stone. So they have ordered us another ring. Just want to say, our 37th anniversary was Nov. 27th. I've been looking at this ring for 3 years, finally had enough money to buy it. Now we have been told, that they ordered a new ring, it will be there Dec. 26,"please come look at it, and then we will send it out to be sized."We ordered it to look at on 116 2020, came in three week later, 11/27/2020. Paid for it,"sizing, two week." Five weeks later, my husband wants his money back, I want the ring. We are going to look at it on 12262020, not my size, then we have to go to sizing again. will it be another 7 weeks?

I purchased an Emmy London ring on 6-1-2020 for my granddaughter from the Lexington location while in the middle of COVID because there were no stores open in my area. Not only did the ring take forever for them to size, she has had the ring for less than 6 months and the major diamond in the ring has fallen out!
Customer service stated 2 days ago I could receive a refund for the ring, exchange it or have it repaired.
I called customer service back today and suddenly now they are stating I can only exchange the ring or have it repaired!
No... I want my full purchase price refunded! Why would I choose another product from Kay?

Hi,
I wasn't aware of setting up appointments for jewelry inspection? Walked in 6 months ago, jewelry was NOT expected or cleaned but was told if I showed up they just enter that in the computer (what)? I understand the covid19 problem. Kay at Annapolis Mall alexa or alexis I asked to have inspection done, NOBODY in the store, was refused service, no manager, did not want to Try corp. too get authorization, security called, no name badge, no greeting, no sense of propriety, unprofessional, no Apology. Was told corp. sends out emails which I never receive now or ever. I called corp. spoke with Katie who was helpful, then spoke too Maria O request a one time exception due I live 1 hr. away, denied. 'Your mission to help customer offering Outstanding customer experience'. Customer are not an annoyance. Had she just tried to call corp. that would have helped and made a difference. I'm appalled and my conclusion Kay Jeweler is not all what it's out to be.
Thank you for your time, hoping to hear from you.
Linda B Fitzgerald

I have gotten many gifts over the years from my beloved husband. My 15 year anniversary is Dec 3 and I was going to trade in my engagement ring for a much bigger stone of 2 ct. I went to the store on Princeton Rd. On Nov 13 and picked out the ring I wanted I then call my husband to ask if I can put it on his Kays card. after saying yes I asked the sales person to do so. The lady asked for my husbands complete SSN and my yearly income I gave it to her thinking she needed the information to pull up my husband information to make the purchase. She pulled up his old information from when the card was original opened. The computer said that my husband card is under review and I left confused.
I then called the card company they said "try to run a new app. at the store with the correct information" Nov 20 we went back to the same store to apply, with my husband having a 765 score there should be no problem. we got the same message. "under review" I called Kays service center and they advised me to go to a different store. On Nov 27 we went to Anderson Kays tried to run the app again, after getting a letter saying my husbands information could not be verified.
What we found out was On Nov. 13 Katie Lawson ran a new application using my husband's SSN our old address and my income instead of just telling me that the bank closed my husband card due to lack of use.
She then called me after I informed her that I was advised by card company to report this to the fraud department about the inquiry, she called my cell 15 min later and tried to convince me that I asked her to run the app. the day me and my husband was there on the 20th when in fact she already ran a hard inquiry on Nov 13 without him permitting. This is now really upsetting because not only does my husband credit have a hard inquiry on it, but I have no ring and he can't reapply until the hit on Nov 13 drops off. This sales person really messed up my husband as a valued customer for 15 years.

I bought a ring in february, had to be sent out to get sized. Told me it would be a month, 6 months later I still haven't heard from them so I went in and asked where it was. I received attitude from the women working and it ended up showing up in march. I didn't receive a phone call telling me it had arrived and she argued with me telling me that I got a call.

I turned my ring into the kays store on March 9. 2020 for repair. They gave me an estimated return date of April 9, 2020 And it is now June 30, 2020 and no one know where my ring is! My wedding is the first weekend of August and I don't have my ring! I have not been able to do my engagement photos and I haven't got to feel the wonderful feelings of showing off my ring during my engagement, as I haven't had it. And now, we don't even know if I will have it for the wedding. I have called multiple times and talked with multiple staff, I get the same answer everytime "I don't know, this has never happened! I will have our home office contact within 24 hours" and then I never hear anything until I call back again. I'm heart broken and stressed over this situation. The repair number on my ticket is #[protected]
Please help! No one should have to go through this much stress getting information on their ring, getting their ring back or even getting refunded! Please make this situation right!
Tatia Otten

Took my ring back to Kay's! They ruined my one pearl, and have a 6 month guarantee on it. No one would listen to me. I'll never go there again, they can't fix jewerely right. My ring has two pearls. They fixed the one twice, when got home it fell right off. I'm so disgusted with your cheap jewelry it's not funny! Bought a pair of earrings there and they discolored.

I ordered a ring on line for my daughter last night for her birthday and showed her today. The smile on her face was more than I can describe.

I received a confirmation email last night and then today get an email saying the order was cancelled due to not being available.

I cannot even describe how disappointed both my daughter and I are.

Can you please double check to make sure there are none available. My confirmation number was [protected]. Thanks.