Kay JewelersReviews 16

Visited Kay Jewelers to have my diamond ring cleaned and serviced very pleased they are shining. Also while there we got good deals on men's jewelry for my husband and he was so excited. Casey Cohan was very nice and professional and made our experience satisfied. We love shopping at Kay Jewelers on special occasions.

I wish I could give zero! 2.5 months 3 big mistakes, still not get the ring I want. I made so many trips, frustration, time. When I return, Jeanne, assistant manager become rude immediately. They even laugh at my English pronunciation, tried me out loud, which made me feel so embarrassed. Mendy smiled at us when we started to speak louder. They never feel sorry, just the words.
I complaint online to district manager since 2 weeks, still heard nothing.
I gave zero to the survey, the manager Priscilla emailed me right away. Once I took 1 hour to write the explanation, she never answered since 1 week. What they care is just review for their bonus $. Incapacity of management, no follow up, to checking anything. What the hell is manager for? Please go buy online to save time, trips & those rude people.

Just bought two diamond rings at Kay's Jewelers in Muskegon. Cat was a wonderful sales person! She answered all of our questions, went above and beyond to get me the ring I wanted in the gold choice I was oozing for. Everyone was super nice and helpful, and gave us a great price.

I got my son a bracelet. I was promised by the seller that it was solid. I noticed it later that it was not. I called customer service and they refused to fix it or do something very upset about this customer service. I would never buy anything from there again I would not trust the company auto spoke with Paul R and it was very rude and nasty and couldn't do anything to help me with the issue which is not right comen apart not soil gold don't get anything from here

Kay jewelry denied me to return merchandise because they say I am responsible for the date they mailed the merchandise to me. Not the date I received the merchandise.

Hello! My name is Michelle M., and it is my pleasure to help you celebrate life and express love today! Before we get started, may I please have your full name, phone number, and email in case we get disconnected?*******@aol.com Diane Lynch *******034
May you please research when I received this product
Thank you for the screenshot. Yes, I can, one moment while I research the order
I am trying to return my order be it's to small for my husband.
Thank you for waiting Diane
I don't feel I am responsible for anything until I have it in my hands
I see the order was delivered to you on 5/23/2023
Ok that's not true but let's go with that date today I tried to return the item and was denied Today 6/23/2023
I apologize for the inconvenience. Did you try to return the item in store?
I understand. The return window begins the day the item ships which was 5/22/2023
I just tried to create a return label for you and received this message:
There are no eligible item(s) to return from order **************.
Hollow Miami Cuban Chain Necklace 10K Yellow Gold 22". Quantity: Price:$2,519.99
This order is outside of the return window.
No I am not responsible for an item until I receive it Honestly I didn't receive the item until 5:25/23
I apologize, per the return policy:
https://www.kay.com/kay-returns-exchanges?icid=FOOTER:Returns
"Return your online purchase by mail up to 30 days after your purchase was shipped."
The item is eligible for up to 60 days from the day it was shipped
I can understand walking out a store with an item. I am responsible for Kay Jewelry mailing and I am responsible for returning the item. Tell me what is Kay Jewelry responsible for
I apologize but the item is no longer eligible for return. I even tried to create a return label for you but the system will not allow (the message I provided earlier in this chat). The item is only eligible for exchange I am sorry 60 days may you please clarify. If you'd rather exchange your purchase for something new, great! Simply bring it into any KAY (or Sterling Family of Jewelers location) within 60 days after your order was shipped (within 30 days for watches).
No, someone can override that. I am not at all understanding, your policy making the customer responsible for not having their merchandise. Is horrible. This is poor customer service.
I apologize but it is not eligible for return
If I received the merchandise there would be no argument. I cannot be responsible for merchandise until I receive it.
The item is no longer eligible for return. At this time, only option is to exchange the item
How can you make me responsible for merchandise I do not have. Anything can happen to this merchandise and you are holding the customer responsible for something you mailed out.
You can override that because I didn't mail it Kay Jewelry did
If the item was never received, an investigation would be opened with UPS because the item is over $1,000.
Why am I responsible
When the item is over $1,000 a signature is required
The item was shipped on 5/22/2023 and that is the date the return window begins
Not when the item is received.
That would be jewelry issue. I am not responsible until I receive it. You say 5/23/23
Policy, as it reads on Kay.com, states the time clock begins the day the item is shipped.
Explain how am I responsible for something i don't have and it's out of your control to mail.
Return your online purchase by mail up to 30 days after your purchase was shipped
What are Kay jewelry responsible for
It has been more than 30 days, the item is no longer eligible for return only exchange at this time
You mailing the item not me. How am I responsible.
That is the return policy at this time
Details about the return policy can be found at https://www.kay.com/kay-returns-exchanges?icid=FOOTER:Returns
Is there anything else I can assist you with tonight?
It's just one day. You all can give the customer a one time waiver. I will never understand how I am responsible for what you are mailing.
I tried to create a return label for you but the system will not allow it. The item is no longer eligible for return. Ask your manager
I have researched the issue for other options and the only option available is to exchange the item.
I am sure there is someone above you that can override this.
I need to speak to your manager or escalate this higher
The only option available is to exchange the item, that is why I tried to create the label for you. That option did not work
Are you denying me a manager
I can place your name on the call back list. The timeframe is 24-48 hours for a call back. Would you like for me to add your name.

The seller will always be responsible for the package containing their product until it gets to the purchaser.
This essentially means that as an e-commerce seller, you are responsible for the package until it is officially delivered - even though the package is no longer in your possession.

Bought an e-gift card for my mom. They sent me a receipt but never actually sent the email with the gift card. Did the usual checks (spam, junk, etc) and it just never arrived. Reached out assuming it would be an easy fix. The Kay support team told me they had no ability to re-send the gift card and it was gone forever. They offered to manually give my 70 year old mom the 30 character or whatever code over the phone instead. I filed a credit card claim to get my money back. There are a million other places to get the exact same product. I don't need this.

I sent and paid $58 for a super special in January. Never received anything. Some of these deals you say are too good to believe. Well here's one. $58.58 was deducted from my account Jan 6th.

Kay has the worst quality jewelry you can buy I have bought four chains from Kay Jewelers and have to have take every one back more than once and still have not gotten the right results although I had it under warranty is still makes no sense to have to constantly take jewelry back to get fixed the quality of the jewelry is ridiculous and the prices are too high for that they offered me an exchange and would not even take $20 off of something that was just $20 more I advise anyone that wants to go to Kay Jewelers to think twice do not go to Kay Jewelers their jewelry is crappy

On 4/23/22 I went to the Kay Jewelers in the Westfarms mall in CT with my then fiancé to do some ring shopping. We found a wedding and engagement set she really liked, I bought it with the lifetime warranty, and they were sent out for sizing. Two weeks later the rings came back in, I picked them up, and things seemed to be fine. Shortly afterwards I found out my "fiancé" was cheating on me and leaving me for the other guy. I became suicidal and was put in the hospital on 5/25/22 to 6/8. I went to return the rings on 6/9 because I didn't want to look at them and I wanted to get back the money I wasted. I was told that they could not be returned because it was over 30 days and they would make no exceptions despite my situation. I was in no state of mind to be thinking about return policies in the sliver of time I would have been able to make the return so I tried calling corporate to see if I could find some compassion for my situation. It took a week of trying but sadly Kay has no compassion to be found and am now stuck with having to exchange it for another item that will still have terrible memories attached to it. My only consolation was that I was able to get corporate to allow me to exchange the rings for the amount I have paid, rather than keeping me on the hook for the 4k$ I still owed on them too. I do have to wait for the manager to return to the store and, with my experience so far, I doubt things will go smoothly. Even if they do I'll be left with some sort of jewelry that only reminds me of this terrible event and will have to try to sell it to recoup a fraction of my losses.

In short, do not buy from Kay Jewelers, they don't care about you.

My Dad took his watch in to Kay Jewelers for a battery. The girl behind the counter made a big show of putting a battery in. She pretended to open a new battery, and put it in. Then she said it's not working so it must not have been the battery. We can send it off for repairs for $100.00. He declined and she didn't charge him for the battery. This watch was a gift from my Mother to my Dad. We lost her June 6,2020, the watch means a lot to my Dad. My husband and I took it to White Jewelers and they put a battery in and it is working fine. My Dad was so happy. His grief has been overwhelming, and it makes me furious that someone would try to take advantage of him!

I have been a Kay customer since my daughter was born in 1996 so you can imagine my disappointment with the way I was handled when an online purchase made on November 27,2020 was lost. It is now December 14,2020 and to date, I have yet to get a response. I have called their customer support line since December 2,2020 and continue to get the same run around. Needless to say, the 14k gold bracelet was for a baby shower that has now passed. As of today, I am out of money spent, time, and the gift. I will never, ever shop at Kay again.

The necklace my mother purchased at the Sebring Kay Jewelers had a small clasp and she asked the sales associate if a larger clasp could be put on. She said yes and told her that it would be available for pickup in about two weeks. She explained that times were a little extended due to the pandemic. We of course understood that and were accepting of the two week timeline. Donna was very nice to us and I want to put an emphasis on that. This is not a complaint about her. I had purchased a ring at the same time my mother purchased her necklace. I needed it resized so they were sent off together. I went to the store to pick up my ring and her necklace after the two weeks and my mothers necklace was not there. The sales associate Amber contacted my mother via phone to inform her that there was nothing wrong with her necklace. My mother acknowledged she knew that there was nothing "wrong" but that and it was sent off to have a larger clasp put on. My mother expressed to me that Amber was not very helpful on the phone so I went to the store with her to sort this out (about 2 weeks after the phone call with Amber). When we arrived Amber greeted us dressed very inappropriately. She had on what looked like yoga pants with a tank top and a cover up. This tank top was a lace front and was cut down to about her navel. I'm not sure if that is a new sales tactic Kay Jewelers is encouraging, however, I am not impressed. Not only was she dressed unprofessionally, but her demeanor coincided with this attribute. My mother was frustrated, with good reason, but remained professional (this is now 1 month + after the purchase date). Amber did not empathize with the situation and was rude to us. She made us feel as though we were an inconvenience. Regardless of the poor customer service we left thinking the situation had been handled. It is now 2 months + after she purchased the necklace and she still has not received it. She has not been contacted about the status of her necklace and has made two payments towards the item on her credit card. I have had such a horrible experience at the Sebring store I do not plan on shopping there again in the future.

This was my original review (with 5 stars):

I had a fantastic experience at the Kay Jewelers in Sebring, Fl. My mother and I stopped in after brunch to pick up a pair of earrings I had sent off for repair. The customer service was excellent. My consultant (I think her name was Donna) was very friendly and knowledgeable. After I received my earrings back my mother and I decided to browse around a bit. The consultant was prompt in aiding us. She made the experience fun and relaxing. We both made purchases and she helped us find the perfect pieces to suit our individual style. Excellent customer service!

I stopped in my local store to buy a ring for my daughter that I'd seen in an ad on IG. Knowing exactly what I wanted, I pointed it out and said I need the ring in a size 5. To my surprise, they didn't have it in any other size than what was in the case, and to get the size I wanted was going to be a charge of $15. $15 MORE for a brand new ring, making the price not at all what they advertise. Mind you, I wasn't spending hundreds of dollars on a ring. This was a Sterling Silver ring for Valentine's Day. So the add'l fee for "sizing" brought the price right back up to the regular price and not the sale price advertised. I consider this false advertisement. No where did it state the sale was only good if you happen to be lucky enough to fit the ONE size available in the store. To make matters worse, I went into the website and emailed the company my concern. I received some generic reply that did not even come close to addressing the situation. Therefore I replied back telling them that they didn't really answer my question. To that I got another reply, the SAME thing word for word. Obviously the same reply anyone and everyone else gets. WOW. What customer service. HUGE DISSAPPOINTMENT and I won't be back.