Kay JewelersReviews of kay.com

I have spent $1000’s of dollars at Kay Jewelers and online over the years. Ordered 3 items from the outlet, 1 item has arrived. The other two are awaiting carrier (same message for over a week). I have used there chat, texted and called. Everyone who I have interacted with said the will call or email me with a status. I have not received any response. Terrible customer service, it’s like they have your money, now you can wait on them for a response. If I performed my job like this I would be fired!

Ordered a product and tried to cancel next day. They have a 60 minute window policy. I didn't get confirmation email until literally 61 minutes after purchase, based on the PayPal time of authorization and email confirmation. I cannot start the return process apparently until it ships, because their website did not acknowledge my order number. Makes no sense to deny a cancellation before the product ships. I was going to replace the order with a more expensive item. Now who knows how frustrating this return process will be once it ships, but I learned my lesson with this chain.

Kay Jewelers Cutler Ridge Mall location on March 15, 2026, for repolishing. Although I was informed the ring would be ready by April 5, 2026, I have yet to receive it. I called the store today, April 14, to check on the status. I spoke with the manager, Tilcia, who informed me she would look into the matter and call me back. When I followed up again at approximately 2:15 PM, I was told once more that she was still looking into what happened. I am concerned about the location of my property and the lack of a clear update. I expect a return call today with a definitive answer regarding when and where I can retrieve my ring. The manger had irritable demeanor during my conversation with her, I will post again once my ring is retreaved or whatever that outcome is.

brought in my watch to have the battery replaced. The woman, manager, did the work while talking non stop to an associate, and handed the watch back, which I took and did not notice that the second hand was not moving. When I was home I realized the watch wasn't Working so I went back to the store where I was told my watch must have been broken when I took it in so they were not responsible. My watch was definitely working because it Was just fine before the battery died. I was told they would refund my 20.00 but 20 min later, after much stalling it was obvious I wasn't even getting that back. the fact that something was done to my watch did not even concern them, I know they damaged the watch but I can't prove it, so I am out $300. And need to buy a new watch. The lack of concern for me was overwhelming, I guess you have to buy a diamond to get attention but beware if you have any problem because then Customer service is not a priority. I need them to replace the watch they damaged But I know that will never happen

i am extremely satisfied with their performance. their pieces are great quality and last long. the silver is non tarnishing which is a big hit for me. they delivered super fast! even sooner than the delivery date! and this happened every time, and i order a lot! returning is no hassle. exchanging and repair is annoying because you have to go down to the store. overall I'm very happy and will definitely be back soon!!

I financed a mother birthstone ring for my daughter for her birthday in January, it’s now March. There are 4 smaller than expected gemstones set in the ring. One has already fallen out of the ring. It is not worn as an everyday ring. 3 different customer service agents that I had chatted with tried to convince me to purchase the $59.99 insurance to cover it. When I read the small print it states that it does not cover stones of any kind. Two individuals that I then spoke with on the phone acknowledged that the plan does not cover stones. Unfortunately there is no longer a Kays Jeweler’s close to us therefore it would need to be a mail in repair. The prongs are in tact so the missing stone is all that’s needed. Stone replacement starts at $139.99 on a ring I paid $180 for. They will not take it back or send a single stone so that a local jeweler can replace it. I would never recommend purchasing through them. The customer service is definitely not trained to know what is and isn’t covered and were of no help. Sad, I used to shop with them when they were close by and never had an issue.

I was looking through jewelry shops for a wedding ring when I came across Kay jewellers. I found a beautiful 14k white gold ring with a natural diamond. It was the day I was suppose to propose to my fiancé that same day the ring started turning yellow. While I was proposing to my fiancée the ring was nearly yellow and the stone was loose and nearly about to fall my fiancé wore it for half an hour until the stone fell out. When we went to get it fixed at a different jewelry store the diamond turned out to be lab and the gold was 10 karat thanks a lot for ruining my day and embarrassing me(:

I bought a 18k gold Cuban link chain for 7500 and when I got it after a day it started changing colours and when I took it to get check it was 10k gold and that is not even the worst of it I found it wasn't even solid it was hollow. I asked for my money back and they started accusing me of changing it out or altering it would not recommend unless you enjoy being scammed