Kay JewelersReviews of kay.com

The script name necklace, 10k gold plated over sterling silver snapped in half. Only 3 months old. Very thin and low quality. Store wouldn’t replace it bc we didn’t add the service plan.

I am extremely disappointed with my recent experience at Kay Jewelers. I brought in three watches — two that needed batteries and one that possibly needed a battery replacement. The salesperson made the process sound quick and straightforward, explaining that the watches would be sent to a centralized location, serviced, and returned promptly. Although the price was higher than expected, we chose to move forward rather than go to another jeweler. At no point were we informed that the battery replacement process would take approximately one month. Had this been clearly disclosed, we absolutely would not have left the watches, as we had two upcoming vacations and intended to wear them. After about a month, two of the watches were returned to the store — however, no one contacted us to let us know they had arrived. I had to follow up myself. When more than a month passed without any update on the third watch, I contacted the store and was told they were unsure of its status and would call me back with more information. I never received that call. I then reached out through Kay’s text customer service, and they were also unable to locate my watch, directing me back to the store. When I spoke with Anastasia, instead of showing empathy or taking ownership of the situation, she was dismissive and rude. At this point, it is still unclear when — or if — I will receive my third watch back, and I have since learned it was not even looked at for over a month. This entire experience has been marked by poor communication, lack of transparency, and disappointing customer service. I would not recommend watch repair services here based on my experience.

The chairs!

⚠️Buyer Beware‼️ This has been one of the worst customer service experiences I’ve ever had with a jewelry company. I purchased a gold chain from Kay Jewelers and also paid for their lifetime protection plan. When the chain first needed service, it was sent in for repair and came back damaged beyond repair by their own service technician during the soldering process. A replacement chain was ordered, but when I picked it up I noticed an issue with the link. I contacted customer care and was told the store manager had already inspected it before pickup. Wanting to be fair, I had the chain inspected by another Kay location, a Jared store, and an independent jeweler. All three said the same thing: the link appeared to have been improperly soldered during manufacturing. I returned to the store and the manager inspected the chain under a microscope. He confirmed that two areas of the link had not been properly soldered, which could easily cause the chain to fail. Despite this confirmed craftsmanship defect, dealing with corporate customer care has been extremely frustrating. I spent hours trying to reach someone and received very little assistance, and the escalation specialist handling my case was dismissive of my concerns. Even more concerning, I was told that if this style fails again they will not reorder the same chain. Instead, I would have to choose a different item at the original purchase price — even though the current value of the chain is now about $6,900. I have owned the chain for about four years, and the replacement chain is technically a new item/SKU. If the same manufacturing defect occurs again, the customer is expected to absorb the loss in value. This situation is especially frustrating because I have had issues with this store before. Around the same time I purchased this chain, I also purchased a pendant that I was told was solid gold. After wearing it for a few weeks, the color began to fade. When I took it to another Kay location for cleaning, they informed me that the item appeared to be gold-plated. I had to escalate the situation to a district manager before I was finally able to return it. Because of experiences like this, it’s difficult to feel confident purchasing high-value jewelry here. This is not the level of service I expected as a long-time customer who also purchased the protection plan. I would strongly encourage consumers to think carefully before purchasing expensive jewelry here.

I had my necklace repaired here that I didn’t purchase at Kay’s. When I got it back it started changing colors, this happened twice. So they replaced the whole necklace with another one. A couple years later I needed this one fixed and this one started to change colors 3 days later without wearing. So I got it sent to repair shop again twice and they told me it was gold plated. I filled a complaint and BBB. Im out of luck.

I purchased a 14k white gold necklace and paid the full agreed price up front. I was told delivery would take 7 to 10 business days. I did not put down a small deposit. I paid the full amount, with tax to be charged at pickup. The 7 to 10 business day window passed with no delivery and no proactive update from the store. Only after that timeframe had already expired did they call me to inform me that the order would be delayed by about 20 more days. During that same call, they told me there was now a price increase due to gold price fluctuations and that I would have to pay more in order to receive the necklace. I was never told at the time of purchase that the price was not final. I agreed to a set price, paid that price in full, and was given a delivery timeline. Now, after missing their own delivery estimate and holding my money for weeks, they are refusing to deliver the necklace unless I pay additional money. I spoke with them again to clarify, and they confirmed they will not release the necklace at the original agreed price. This feels like bait and switch. Once a customer agrees to a price and pays in full, the expectation is that the business will honor that agreement. If there were pricing uncertainties, that should have been clearly communicated before taking full payment, not weeks later after the promised delivery window passed. I am very disappointed in how this has been handled and would caution anyone to fall into this trap.

First thing is I bought a couple things from there she did not like any of it poor quality and they lied about the financing I'm supposed to have a year to pay it off interest free but they charge more interest in the minimum payment I will never go back

Today, 2/24/2026, my wife and I visited Kay Jewelers at the Waterloo Premium Outlets in Waterloo, NY. We went there to confirm the purchase of a ring. Weeks ago my wife went to another Kay Jewelers location for the 6 month warranty inspection. They could not find a record of any of our three purchases. Finally they found records of 2 of the 3. Fortunately for us today Liuda was working at the Waterloo Location. She tried several different ways to locate our purchase and finally confirmed that we had indeed purchased the third ring in 2024. She then was successful in adding it to my profile hopefully for all the stores to see. Finally, Liuda inspected all of our rings. We thank Liuda for her time, patience and diligence in helping to find the information we needed.