Kay Jewelers Reviews 381

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

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.

⚠️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.

Love Kay jewelers. I have bought several pieces from Kay. They have all been beautiful and well priced.

So we haven’t been the best at keeping up the 6 months inspections but they have never charged us in the past. This last time we needed repairs to both of our wedding rings and a third ring of my wife’s. We were over the 6 months but like I said we were never charged but bam that will cost you 107 bucks. We inquired why and they said it’s policy. Asked why we pay for a warranty if it expires after 6 months and was told that the warranty you buy is for just the metal. We stated we were never told of this and they said it’s in the paperwork that you receive after you pay for the purchase and the warranty. I’m not going to be buying anything from this company or Jared’s. Feel totally cheated with all the stuff we’ve bought at both places

The sales lady help me Find a special necklace for an extremely good price with lifetime insurance at the Racine Kay jewelry store.

I would have go for zero start if i could.
My partner went to Kay to purchase my engagement ring, and the experience was extremely disappointing.
He originally requested upgrading the ring from 14k to 18k gold. The salesperson strongly discouraged him and provided completely misleading information, claiming that changing the gold from 14k to 18k would increase the price from $4,000 to $20,000. That statement was simply not accurate and felt either uninformed or intentionally exaggerated.
He also knew my exact ring size and wanted to order it properly. Instead, the salesperson persuaded him to buy whatever was currently available in-store, insisting resizing later is a better choice and that ordering the correct size was unnecessary. He trusted her recommendation.
The result? Nearly $4,000 for a very basic 14k gold setting with a lab-grown diamond, nothing custom or intricate. The ring was visibly scratched all over, and the diamond looked dull and matte. It honestly looked like a very low-quality stone.( I am not sure even if it was a diamond or just a cheap rock for 4K)
When we returned to resize it (since it was much too large), I respectfully asked why the ring was scratched. The salesperson dismissed my concern, implied I didn’t understand how gold works, and was openly rude. She then directed the conversation only toward my fiancé and ignored me entirely, even though it was my ring. That level of disrespect was unacceptable.
I decided to return the ring, and I could not be happier with that decision.
We then went to a local designer and purchased a personally customed 18k gold ring with a natural diamond, perfectly sized, for $12k, not a 14k setting with an unknown low quality stone supposedly jumping to $20,000 just for upgrading the gold. The quality difference is unbelievable. The craftsmanship, the stone clarity, and the overall experience were on a completely different level.
Based on our experience, I would strongly caution anyone considering Kay. They are so rude and the ring we received looked used rather than new, that is my personal impression based on the visible scratching.
For such an important purchase, there are far better options and far better service available.

My family ordered me a beautiful mothers ring for Christmas. The end of January I noticed that the gold was wearing off and realized it was gold plating over sterling silver. I called customer service and they suggested I take it to the store. The asst manager told me it was past the return date and there was nothing they could do for me. She offered the "service" plan for an additional $40 and said I could have it replated as many times as needed. Like I want to go through the hassel of having the ring replated every other month. I asked for a credit so I could upgrade the ring to the solid gold version and they said no. Terrible customer service and even worse policies.

I went into the Kays Jewelry store and the sales lady went online and ordered a class ring for my grandson. When she finished, it wound up being on sale, so I saved some money; however, when I checked my bank account, it showed processing and will post on the 6th. 4 days it sat like that, then on the 6th, it vanished. It was canceled by kays Jewelery. No messages, no calls, just canceled it. Now online it's literally 600 dollars more to order it.