Kay Jewelers
Reviews and Complaints

I had always purchased my jewelry at JB Robinson's, never an issue with repairs, sizing nothing. When they closed I had to deal with Kay's to keep my warranties. Have send my engagement and enhancer out 3 times to have size and properly fitted together, after this 3rd time I told them they have to replace enhancer, so very scared that what I get back won't be the same quality of diamonds that I have now

I asked Kay Jewelers in Massena about having my Mom's mothers ring fixed. A stone had fallen out. I needed one stone replaced and they said that I needed all the prongs replaced (4 stone ring so 16 prongs) although when I sent in didn't ask for that, but they said it needed for them to be replaced. So, for 4 one stone replacement and the prongs, the bill is over $590 cost.

I didn't think to check with other jewelers as figured that Kay was quoting me what any other jeweler would. But once I got the final bill back I did check with other jewelers and they told me that I got taken, that Kay saw me coming. They said that I was way overcharged for one stone and the prongs.

But even then I was willing to pay the high price as it is my mother's ring and can't be replaced. Even through with the new prongs (which are different color gold) makes the ring look not like it originally did, I still want it. I went up to Kays in June when they had 20% off repairs and tried to get that price and make $100 payment on the ring. I was told by Kay that they can not accept any type of payments, that I have to pay for it all at once and they wouldn't let make any type of payment arrangement. So, they refused my payment on ring. They said that they have no way of putting repair in computer and accepting payments.

To me, this is unacceptable as any computer can have grand total put in and as you pay for item the amount deducted. There has to be a way that Kay could accommodate me, but they totally refuse to do so. I have to have the full amount all at once in order to pick ring up.

This is difficult as I am single mother and hard to save large amount to pay all at once. If I could make payments on my ring, then the total wouldn't be one hugh amount.

Is there any way that Kay could help me work out payments of some type at the Kay Jewelers in Massena so I can pick up my Mom's (she has passed) mothers ring? Especially since by other jewelers comments I got taken in the first place with the repair for 1 stone and prongs costing so much. Please let me know if you can help me.

Or if my only option is try and save it and pay for it at one time within 9 months.
If I could pay on it each month for 9 months that would be great. I just don't understand why they can't figure some way for me to get this paid off. It isn't like I put in for repairs and don't want to pay for it, I want to but they refused my money for payment.

Let me know what can be done if anything.

Thank you in advance for your help.

Sincerely,

Leila Boyea

Hello my name is Rebecca Simon, am very disappointed my husband and I drove all the way to Plattsburgh to your store to see the chocolate quartz gemstone on July 27th and asked to see the rings and I was interested in purchasing one in the future so I brought home the flyer to see that I could of had a free chocolate quartz gemstone but no one mentioned this to us, am sad I was not aware of this. I just thought you should know this so it doesn't happen to anyone else. Thank you Rebecca Simon
[protected]@aol.com

To whom this may concern,
I am filling a complaint about the love knots bangle bracelet.
I have had this bracelet for about a month now and it keeps getting stuck in my steering wheel while I'm driving.
Today it holemost caused me to crash my car when turning a corner..
I have wore it on my other arm thinking that it would make a Difference but unfortunately not..

So now I personally don't want wear this bracelet any longer!

Please contact me at teesworld.[protected]@gmail.com
Or
Justine Taylor @ [protected]

Skie bought me a new necklace last year for our anniversary. (Ok I bought it lol) Kay's talked me into doing 12 mths same as cash. I signed up to have them automatically take the payment out every month along w paperless statements. (should have stuck w paper bills) Email came last month...couldn't understand why my last and final payment was $76 and my bill was now $276. This is how they get u..not 12 mths from payment due, but 12 mths from exact day of purchase. They charged me $200 in interest Bc my final payment was due past the day of purchase (by 14 days).. 12 mths later. I have called and argued with no success. Unfortunately, Kay's has lost me, and now my mom, as a customer. I don't like paying interest and I don't like being tricked out of my money. I could have paid for it. Just wanted to give anyone a heads up who agrees to this "12 mths same as cash". I am beyond furious!
Posted on Facebook 7/24/19

Gold chain put in lay away at White Oak store, Richmond, VA23231... Last payment 11-20-2018. Original acct #[protected]...$40 paid on11/20/2018. Customer - Frances V. Gray -525 Bressingham Dr. Richmond VA 23223 Customer passed away April 1 2019. Letter containing death certificate was sent to Ohio office on June 10, 2019 requesting refund for Amt already paid Instructions came from White Oak store. How do I get this refund?... send to Brenda Y. Gray (Executor) 525 Bressingham Dr. Richmond, VA 23223. Thank you - email:[protected]@verizon.net

I will never buy anything from Kay's I've been waiting on a refund for a layaway since June 26th now is July 16th. Still nothing customer service you get when you call in is just ridiculous I've been waiting for a Supervisor to call me for the past week and the reason is because the one rep I was talking to said so do you want the check reissued or not mad because I asked for a supervisor like learn how to talk to people first of all...So I call in today another rep wasn't trying to put a supervisor on the phone again after getting ignorant I finally spoke with one today we will see if she's really going to have the check reissued and sent by ups I'll just stick with different jewelers we will never buy anything from Kays my husband is now canceling his order as well

On 12 Jun 2019 I Turned in a ring that my daughter, Emily Highfield had purchased for me to be sized. I was told and my receipt pick up date is 26 Jun 19. I called and spoke to Kei on that day and she called the jeweler and the assistant found my ring and it was not even worked on yet so he said he would do it and mail it and it would be in the store today 28 jun. I just called and Kei helped me again and went to look for it then another lady got on the phone I explained the situation to her and her response was no it isn't here. She said we just received boxes and haven't gone though them but we will call if it is in there. I called her out on her saying " It is not here" and she proceeded to back track saying " it isn't in the drawer. This whole with your jeweler situation is unacceptable.
Kei should get an award for HER professionalism and help. She called and apologized and explained that the jeweler (again) forgot to put it in the box to come to the store so she is going to get it because they said it would be there today. Kei has been a joy to do business with but the other lady today was NOT. And I think you need to look at the customer service your jeweler does NOT give and obviously doesn't care. Service number 12837287.
Carolyn Parks, [protected]@bellsouth.net

My husband and 4 year old daughter went shopping for mother's and found the perfect ring at Kay's. My husband paid for his purchase in full and was told the order would be there in 6 days. That was two days before mother's day and would be perfect timing. That Friday, my husband calls and at first they could not find his order, after that was cleared up they told him that his purchase was not in and would be in sometime next week. My husband obviously wasn't happy with this information and the woman told him, they we're offering a $50 gift card to all the customers who had this issue, and suggested that he show me a picture of of my ring on mother's day. What an awful answer!
Well, sometime next week, ended up being Wednesday and my husband had to call daily to find out. The communication is ridiculous, the customer service is embarrassing, and the lack of concern is outrageous. I understand that stuff happens and but the lack of interest in the customers happiness speaks volumes.

I was in the Francis Scott Key mall in Frederick Maryland today and I walked into Kay jewelers to get my diamond ring cleaned and I needed it looked at because it had some scratches on it that I wanted to get fixed or to see what we can do about it, the rude girl was cleaning another lady's ring. She then finished w/ her then looked at me and said "I'm sorry I'm with another customer" then walked away in the back room and never came out again? I waited about 15 minutes then I just walked away. That was the rudest thing anybody has ever done to me and I will never shop at this [censored]ing store again so [censored] off Kay jewelers!

My fiance ordered my wedding band in store at Kay on 3/23/19. We were promised an arrival date of 4/8/19. We followed up with the store because we had not heard anything on April 8th and they told us that the employee that sold him the ring was lying to customers about the arrival date on orders and that the ring would be here on April 24th. I then followed up again just trying to get more info on the order and they couldn't find any record of the ring being purchased so they called customer care and said the ring wouldn't be here until May 6th. At this point we are having to reschedule our wedding. When she spoke with customer care they put a "rush" on the order and told me to call back the following week. So I called back on April 10th and they told me the "rush" was declined and that the order would be here 4/22. Well it is that date and it is not here they told us that it is suppose to ship today. But once again someone told us an incorrect date as always. I have never been so disappointed in a company in my life. We have done a lot of business with Kay and I can promise you if it wasn't that all of my jewelry was under warranty with Kay I would never do business with them again.

My boyfriend purchased me a ring on 1/3/19, took it back to be sized (smaller) on 1/26/19, We had the worse customer service ever.. the assoc (# [protected]) took the ring, our information, then proceeded to place the ring under the microscope (taking the pics) she tryed this 4/5 times then picked up the ring and walked around the store with it, then discussed something with the manager, mind you.. all this time we were not informed as to what was happening, if there was an issue or something was wrong. Finally after about 10 minutes of silence I asked if there was a problem?, She stated" no problem, this is a new system for us and im trying to figure it out", I explained to her that if probably would have been a good idea to let the customer know what was going on as I thought there was an issue. Then she asked mew to sign for the drop off I asked her "what name did you put the ring under?", she stated " well, Tracy" so I signed my name Tracy Stevens, she then states " oh I have to change that", I stated that was the reason I asked what name she took apon herself to place on my order . So then I was asked to sign again. On my way out of the store I stopped and informed the manager of all of this.. The manager looked at me opened his mouth about 1 inch, his eyes about 2 inches and said absolutely nothing. I then called customer service and was promised someone would contact me about this issue and as of today still no response from anyone. This is absolutely unexceptionable customer service from a store . I will be taking every survey and social media comments that are available to the public as well as informing my friends, family, co-workers of the horrible customer service at Kay Jewelers. Thank you for your time Tracy Stevens [protected]

I ordered a Men's Cross pendant before Christmas. It arrived a week before Christmas. It was the wrong pendant. I immediately drove a two hour round trip to return in order to have in time for Christmas. The new pendant arrived two days before Christmas. It was the right chain - no pendant attached! I called immediately and was told there was nothing they could do. I would need to bring the pendant back to the store and reorder. I did not have time to do this so waited until the day after Christmas and called again. After several phone calls in two days I finally was told they would review the video footage of the actual packaging of the item and it would take 5-7 days but they would either send the entire item or just the cross pendant. It has been three weeks and I have neither. I called again last week and was told I would be put on high priority. I called today and was told nobody is working today and nobody could help me. I will never purchase another item from Kay Jewelers. This was an expensive pendant for our son. Merry Christmas!

This necklace was a 30th wedding anniversary gift, purchased June 2016 costing my husband $566.

In April 2018 it was brought back to the Kay store he purchased it at complaining about discoloration. He was told that "inadequate care" aka: perfume, hair spray, sweat were most likely the causes. So, in order to fix the issue it would cost $44.99 + tax to have it cleaned. He agreed with protest, and now this necklace is up to $600.

Today I opened the box FOR THE FIRST TIME since the "cleaning", and what do you know it's discolored again!

So now what am I going to be told about "inadequate care"! I am not driving back to the store only to be told to spend more money. I certainly expect better quality for $600.

If nothing can be done with this piece, then I would expect to be able to trade this necklace in for one of the same value.

I should also say that my husband has chosen Kay for several other gifts to me in the past without issue.

I am anxious to hear your resolution. Thank you.

Barbara Staffeldt
[protected]@yahoo.com

My boyfriend purchased a necklace for me and has been for repair 5-times, as right now is in for repair.

Item was purchased at Bergen Mall in Paramus, NJ -customer's name Ramon L. Torres

Item is at repair at Garden State Plaza, this item has been dropped off for repair on 5-occassions:
May 18, 2018
June 1, 2018
September 15, 2018
October 6, 2018
November 3, 2018

I'm very concerned, but more than anything disappointed from the quality of repair I'm getting.
When we went to dropped off the necklace on Saturday 11/3/18 (for the 5th time) the manager informed me that they will send out for repair again but this is going to keep happening, that the best thing to do is to trade it for another jewelry piece (Which I don't want to do since it has sentimental value), or I could purchase a different chain for the necklace and keep the charm. Why do I have to purchase a chain when Kay Jeweler should be responsible for jewelry sold to customers. I would change the chain on my necklace and keep the charm BUT I don't want to pay for a chain that it was purchased and has an extended warranty. We have purchased other items from your store and will consider buying more but Kay Jeweler should give better repair service and better quality on items.

I will like to handle this matter with a customer service representative as soon as possible. Please give me a call at [protected].

Thank you
Wanda Seda