Kay JewelersReviews of kay.com

Horrible customer service from the manager at Jensen Beach Store and bad quality in their Jewelry . I bought a bracelet the months later got broken and they just said they couldn’t fix it. I will never buy again at this brand company again.😡

Terrible customer service. Purchased a $600 necklace 13 months ago. The spring on the clasp broke. I brought in in to be repaired, the estimate was $199. I'm sure this is a less than $50 repair at a jeweler. Needless to say I walked out never to return. The $2500 bracelet I was looking at will be purchased from someone that understands customer service.

I ordered a ring from Kay Jewelers that had my husband and my names engraved on the front of the ring. You cannot see our names even with a magnifying glass. I had 2 items in my cart but put them in the trash. My husband and I have used Kay for years. This is the last either of us will ever buy anything again.

Last friday, December 1st 2023, I went into the Cambridge Ohio store. I have been a customer of Kay Jewelers over 40 years, all the way back to when they were Rogers Jewelers and my grandmother was purchasing from them. My first piece of jewelry came from them. I have never in my life been so humiliated, embarrassed and offended as I was last Friday. I had dropped off a chain and custom ring, both which have a lifetime extended warranties. The manager, Tiffany, had called me to tell me to come pick up my jewelry and they would not be dealing with me any further. This ring was compensation for a mother's ring I had taken to the store several years ago to have repaired and somehow had inadvertently been destroyed. This manager, Tiffany, was the one who had handled the original transaction and evidently there is some negative feeling on her part in assuming because when I went into the store to follow up on the phone call to pick up my jewelry, she began referring to that situation and making the most outrageous defamatory statements I've ever heard from what is supposed to be a professional. She immediately said that she was not going to allow me to take advantage of Kay's and that I was a criminal, a liar and that she had sent my "mugshot" and those were her words, over corporate. I was floored. She went on to say that she knows all about me and she made sure that corporate does as well and that the company as a whole was "done with me"! She said they would not honor the warranties and continued to assassinate my character in the middle of the store in front of other employees and customers. I don't know if this woman has mental issues or if she was on some type of chemical that caused this behavior but I have literally never in my entire 51 years of life, been treated like this by someone who was supposed to be operating in a professional capacity. I left the store and immediately typed an email to the representative at Kay Jewelers who had worked with me in creating the custom piece originally, Kaitlyn. She reached out to me the following day and expressed her disappointment and apologies for the way Tiffany behaved and assured me that this would be forwarded to the appropriate Dldepartment to handle. Kaitlyn is extremely professional and an asset to Kay Jewelers; she has been clear with me however, that she cannot ensure that this is dealt with only that she has passed on the information. It has been nearly a week and noone has reached out to me even though I have insisted that I need to speak with someone who can assure me that this manager has been dealt with appropriately. The only person who seems to care about this is Kaitlyn, and she has no ability to deal with anything other than repairs. It's disgusting to me but it appears at this point that Kay Jewelers has no issue with this type of defamation and mistreatment of loyal, lifelong customers. Myself and my family going back generations have been loyal customers of this company and it's appalling to me that someone didn't reach out to me immediately and that this woman was not swiftly dealt with. To behave this way in itself is disgusting but to do so to an undeserving, innocent person and to do it in front of customers and other employees is so unacceptable I don't even have words for it but here we are an entire week later and evidently Kay Jewelers supports this behavior because they have not bothered to say a single word or make a single apology to me! This manager, Tiffany, is a loose canon and should not be permitted by Kay Jewelers to continue in a professional capacity after behaving in such an unhinged and absolutely appaling manner towards a customer. I was genuinely hoping that Kay's would address and deal with this and I could leave it there but it doesn't look like that's going to happen so it's time I consider my next steps and how far I'm going to have to take this to get justice.

Me and my fiancé came into Kay’s in kenwood today looking to purchase our wedding rings. We were helped by Erin the sell rep and from the moment she said hello how can I help you she was amazing. She showed us multiple rings until we found the perfect one’s with her help. Erin was very patient, helpful as well as asked us our opinions. Asked us what we liked while never being pushy. I would tell people about my experience at Kay’s and recommend they see Erin 😊

When I bought ring from there they said all your diamonds cover under the warranty. When I went to fix my ring diamond they charged me lots of dollars. I argued with them but didn’t work .

Called 5 times over an online purchase from k Kay jewelry got 5 different stories. Went into the store and got another story. Charged me $39 to remove links from watch but I had to fight for it. Waa told it would be $20 on phone then they wanted $36 per link to be removed. Outrageous people to deal with.

My husband and I purchased matching wedding rings in 2014 from Kay. On 9/3/2023, I brought my ring in to have it inspected, re-sized and cleaned. On 9/24/2023, Michael from the Escondido store called to tell me it was stolen. He said they would do all they cold to replace it. He offered me rings that were lesser quality but said he would keep looking for a suitable replacement. On my own, I found the same ring available at one of their affiliate stores, Zales. I spoke to Michael and his manager Brandon to let them know. They said they would try to get that ring for me. They contacted their corporate office and they refused to obtain that ring from the affiliate. I was later told by a new manager Abbie that they had found the same ring at one of their outlet stores and they were going to order it. That was weeks ago. When I called today to check up on it, Abbie said she didn't know when or if it was ordered. When I asked for her supervisor's information she refused to give it to me and then hung up on me. So here I am nearly 2 months since I took my ring in for a simple re-size and Kay still won't make it right. To make things worse, they can't even communicate properly.