Kay Jewelers Reviews 386

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.

I am extremely disappointed with both the quality of the product and the customer service I received.

The necklace was purchased as a newborn gift, with great emotional significance. Unfortunately, it became clear that the chain is extremely thin and fragile, to the point that it tears easily with normal, everyday use, despite proper care. In addition, the overall quality is far below expectations — the gold lacks shine and the diamonds have very little brilliance.

What makes this experience even more frustrating is the complete lack of willingness from customer service to acknowledge a clear defect. I reached out with a detailed, respectful explanation, including the order number and the issues we experienced firsthand, and asked for a fair resolution. Despite this, my concerns were dismissed, and no reasonable solution was offered.

This is especially disappointing because I personally recommended this brand based on a past positive experience. I truly did not expect this level of indifference and poor support from a company that presents itself as a reputable jewelry brand.

If I could give -5 stars I would..Been trying to order since a week before Christmas 5 different items. All have been canceled due to inventory issues..The day before they should have been shipped out..This is the worst place in the world i mean the universe to order from.How do yall stay in business?

had a very frustrating experience at the Kay Jewelers location in Easton, Ohio, especially after recently purchasing multiple items there, including an engagement ring.
I went into the store to exchange a ring from a size 10 to a 9.5 and was told an exchange was not possible - only a refund. After that, I was not given a new gift card with the balance, and no replacement ring was ordered. I was later told that a refund check would be mailed, which makes no sense for an in-store return that should have been resolved the same day.
I was advised that the refund could take up to 21 business days to process. It has now been 27 business days, and I still have no refund and no meaningful update. I have made multiple attempts to contact Kay Jewelers corporate through their chat system, but have received no clear answers or resolution.
The entire experience has felt disorganized, poorly communicated, and unnecessarily drawn out. For a company trusted with major life purchases, this level of customer service is extremely disappointing.

Bought the watch with lifetime warranty purchase. Had it only for a year and the crystal was scratched. Brought it in first week of December and it is still at the repair center not even in process. Its been 6 weeks and no progress. The sales clerk asked if i wanted to request for it to be sent back??? Without it being repaired??? What the hell have they been doing the last 6 weeks. Why would I want my watch back without it being fixed when I brought it in your store to be fixed and also paid the lifetime warranty. I will never shop here ever again. Walked across the street to Riddles Jewelry where they have jewelers onsite and less than a week in repairs.

I had to take the time to do this review. My husband & I have been a customer for 25 plus years. My husband purchased items for me for Xmas. Which I had a situation w one the items/earrings.My husband reached out to manager at Whitehall, PA. Hoping to resolve the situation. The manager w no hesitation resolved the situation. My tears dried up and I feel so much better. She didn’t have to do what she did. I will forever be thankful for how she went above and beyond. Thank you so so much.

Needed to get a stone replaced, the customer service was great! Rex from the Elmira location was able to get everything we needed quickly even though the system was giving him some trouble. Very professional and helpful from start to finish!

Got a gold plated ring with a diamond cross and a birthstone on either side. It came after waiting 3 weeks and looks like a 7 year old might wear it . It's tiny. The stones are so small you can hardly see any color.Nothing like the picture. At least they got our names right I think.

Although "Diamonds Are a Girl's Best Friend" made the song popular, it was Wendy at Kay’s Jewelry in Clermont, Florida, who kindly fixed my tennis bracelet at no cost when I was browsing. With Valentine’s Day on February 14th coming up, consider stopping by Kay’s for a sparkling gift for someone special. Wishing you a Happy Valentine’s Day! Warm thanks to Wendy and everyone at Kay’s. Corrine

One star is way to much just got wifes xmas present very embarrassed to even give it to her after waiting weeks necklaces all in a knot just thrown in the box paid to have names put on it and it wasn't will not be ordering there high end junk again please do yourself a favor and dont order from this place or buy anything im really pissed off with what I just got for my wife will never order or buy anything from kays they dont even care what customers have to say about there junk

They ruined my wedding ring when cleaning and had to replace it it’s been over two months 7 different case numbers every time they send the wrong size. They just keep giving me excuses I’m over it. This is the customer care and service ever. Never ever again will I use Kay.

Went to Stroudsburg store, the salesperson , manager and others were very polite, helped me pick out a diamond ring, it came in a day before they said, Wife loves the ring, Price was good, will return, Thank you. Enjoy the popcorn. LOL

Never purchase anything from Kay Jewelers
They are horrible and stole from a 13 year old girl. We purchased the warranty, their product broke and they refuse to replace the product.

Purchased a pendant with chain for a Christmas gift. Didn't check it out other than opening the box. On Christmas day the receiver opened it and found the chain broken. Kay refuses to replace it since we didn't buy the warranty, which was $30 for a $79 item. Never again doing business with them.

Do not do any business with this company. Very incompetent staff and dishonest. Ordered a gift for someone on December 14th with shipping guarantee by 12/24/25 of course the company failed to get that done. As of 12/26 still not delivered. I have spent thousands over the years with this company not any longer. Poor customer service and very inadequate information. One rep stated item shipped on the 16th another rep stated it shipped on the 18th. To find out item did not ship until 12/23/25. Of course it did not make it to us by 12/24/25. Stay far away!!!

Bought a heart ruby ring. The stone can out twice. Sales lady very rude and nasty. This was in the Jensen Beach store in Florida. Will never buy another product from this company I returned the ring on 12/24/25. Sales lady gave me a real hard time!!!!!!