Kay Jewelers Reviews 386

I brought my 14K gold Vintage Omega watch to Kay Jewelers to have it cleaned. When I returned to pick it up, they gave me back a 10K Bulova watch that looked very similar — and unfortunately, I didn’t notice the switch right away. It wasn’t until later that I realized my original watch, which held both financial and sentimental value, had been replaced with a cheaper brand.

I am shocked and deeply disappointed. I trusted Kay with a valuable item, and instead, I feel that I was deceived. When I contacted the store, but they are closed. This situation feels like theft, and it’s completely unacceptable.

I’m now pursuing a formal complaint with Kay’s corporate office, the Better Business Bureau, and local authorities. I’m also writing this review to warn others: do not leave your jewelry with this store without taking detailed photos and getting clear documentation.

I hope this issue will be taken seriously by Kay Jewelers, and that steps will be taken to prevent this from happening to someone else.

Negative 100 , I do believe they are doing shady things , my local kay jeweler’s in Temecula just conned me out of my warranty , they say they have no record of my inspection for my brand new wedding ring when I brought it in and I was a little early the lady told me , well she entered my band missing a diamond but failed to record the inspection of my wedding ring , cut to me missing another diamond from my band and another on my wedding ring and they tell me they have no record of me bringing in my ring for inspection, but they do for the band . Yeah because I would be only wearing the band right ? They’re idiots ! I have always made my 6 month inspection always and I was early to that one because the band was missing a diamond by the 4month after purchase so I did inspection early ! and now they have no record makes a lot of sense ! This has happened to someone else I know they tried telling them they have no record of them bringing it in and when they finally found the email suddenly the record appeared! Definitely some shady business , I believe the manager , Amy , didn’t try to help me at all , just referred to the company policy with an attitude. And I’m trying to explain like the day I was there does she want any info No because she doesn’t care to actually look into it ! Bring up the videos ! I was there . I did have my ring inspected . You failed to record it and now I’m stuck with the bill for a ring not even 1 yrs old yet . Scum of the earth never ever purchasing from here I don’t even want the ring anymore if I have to deal with these scammers . Literally tried to help me zero only kept referring to the inspection not being on record. Like yeah she didn’t record it ! Lack of quality control , someone needs to have an internal investigation and see what’s really going on because I have heard of diamond switching with Kay jewelry. They are con artists! Stay away!!!

No way those 5 star reviews are not bot created. This place told me I had to go thru them to resize or my warranty would be void. It's been over a year of me dealing with them and still can't get them to get in touch with me over where to send to be resized. It's been over a year now and my wife still can't where this almost 3 grand ring. If they do this over a ring resized I can only imagine the bigger issues they over look

Returned the item and its been 15 days it was delivered still they didn’t process the refund, terrible service, everytime i contact them they ask me to wait for 7 days

4 Years ago I bought my wife a wedding ring at Kay with the full Warranty I could by for it. I was convinced to buy the warranty as it would cover ANY possible problems we could have. 2 years down the line the Gemstone cracks, and I come to find out I was misled as the warranty only covered diamonds, not any other type of gemstone. Throughout the 2 years after that the band on the ring broke 3 times. Times 2 and 3 I was told the band would be reinforced as to not have this problem again; The band is as thin as it has ever been, and it hasn't been straight since round 1. After round 3 I requested a warranty as the Bright blue Topaz gem was no longer bright blue, in fact it had come back grayer after each time Kay shipped it off to be fixed. It looks like little more than poorly stained glass now. When first beginning this claim I was told they would replace the ring and I would get to keep the original, only to be later told by someone else that is not the case. I was asked to surrender the original, which I cannot as I proposed with said ring, in order to receive the new. I even offered to pay for the new ring at discount and was told No. The resolution I was given was that I take advantage of the stores buy one get on 50% off sale and buy two new at times, (at 25% off each, which is not how the math works), one of which being the replacement ring. So far, I am unsure as to why I bought this warranty as it has only left the ring in worse condition, and the proposed fix was to buy more jewelry. I can see this as little less than a slap in the face of once regular customer a well organized scam. I was misled at multiple moments and lied to. I will never be Shopping at any Kay location again, and I will be making sure as many people as I know are not shopping at any Kay location again. 1 out of 5 stars is 1 too many.

Wanted to thank Elian of the Wind Creek Mall Kay Outlet for his attention and professionalism during our visit. We brought in for repair my wife’s wedding ring missing two diamonds. There’s nothing better than seeing my wife smile and this made her happy when the ring was returned. Just like new. Above and beyond. Thanks again and look forward to doing more business with him in the future.
Max

"Lifetime" service for my Seiko watch lasted for less than 17 years. Absolutely refusing to change the battery despite my reciept shoing the extra charge for lifetime battery changes.
Also, a ring stone reset that was "at order" going to include another lifetime guaranty, ended up being quoted exactly for the reset, but several other charges for un-requested work, and four times more for the warranty.

My wife and I had to have her certified diamond earrings repaired and Kay jewelers broke not just one of the earrings but both, they replaced them certified diamonds with less quality that we had and offered a $275 gift card. What a joke after my wife and my dad spent thousands and thousands of dollars since the early 2000 to present. The earrings were a gift 16 years ago as an anniversary gift to my wife, we ended up closing our account and decided we will no longer go with a corporate ran Jeweler but more like a local jewelry place what a shame over 16 years of business with them and it’s gone because they couldn’t rectify or properly come up with a good resolution and affair offer for us to continue our business $275 is a slap in the face,

This company is the worst. Confused as to why it takes so long to receive a refund in the mail when cash was paid up front.

Worked with Ty at the Mebane, N.C. store. Was knowledgeable, polite, and kept looking until we found the one. Would work with him any time. Excellent

Tiffany was a great sales person. She told me exactly when I would get ring back and what size to get because I wanted the next size smaller and I'm glad she advised me not to do so and it came out perfect.

FYI for folks on a budget. I recently looked at preowned rings online at Kay.com and found one for 60% off and it was my size (my hands are small, how lucky, I THOUGHT)I called our local Kay and she looked it up and said if I purchased online i could get it shipped there to pick it up etc. My fiance put his card information in and clicked purchase. The screen then popped up out of stock. I was upset but hey things happen ( found out afterwards from someone at kay, they do not automatically take them off) anyway the money was taken off his card. I understand verification purposes through the bank to make sure it is there but why take a payment when you do not even have the item you are advertising. So we were advised it would be returned in 3-5 business days to his card. We are not rich so really needed that money to purchase a new ring. I know 3-5 days is not long but we can't just go and get another one until that money is returned.
So moral of the story do not purchase online if you don't have extra funds to purchase another option because it will not tell you until its paid for , just go in the store to make sure you actually can get it without being charged and having to wait for your money back like us because they do not take off items that are not available. ( it's been 2 days and the ring is still posted for sale)

Wish I would have read these reviews before making our purchase 😐
Lies…it’s all lies!!!
Hope the quality of the ring I just purchased my wife last, because I was lied to repeatedly about the cost of sizing.
We were told 3 different times that sizing is included in the purchase without having to pay for the lifetime warranty. GREAT 🎉
Today my wife went to pick up her ring…$63.78 fee for sizing 😐
I called the store…nothing but lies!!!
Piss Poor Way To Do Business!
Good Luck With That ✅
My last purchase from any of your locations.
In fact…next time, I’m at the Battlefield Mall in Springfield, Missouri I’m gonna get me a cappuccino from next-door, stand out front of your store and exercise my constitutional rights of free speech and liberty 🗽 ❤️ 🇺🇸 😃

For Christmas I was bought a pair of white sapphire and pearl earrings we will continue shopping at this location Shay manger of this store is impeccable at costumer service .

Bought my wife some pearl stud earrings at a local Kay's for Christmas. She loved them, but after wearing them for less than a month, both backings broke apart in several pieces. I took my receipt and the broken pieces back to the shop where I bought them. They offered to replace the backs for $39, or I could join their lifetime warranty program for $54. I declined to either pay for them or join their warranty program and be supplied another set of suspect quality backs. If this is what to expect from Kay's then I have made my last visit there.

I placed an online order for a wedding ring for my upcoming wedding on December 18th, with the delivery date set for January 7th. I thought ordering well in advance would ensure everything went smoothly. Unfortunately, that was far from the case.

January 7th came and went, and the ring hadn’t even shipped. I called customer service and was told not to worry—that it would be sent out soon. A few more days passed with no updates, so I called again. This time, I was told my order would be “escalated.” A week went by with no email, call, or follow-up of any kind.

Finally, on January 15th—nearly a month after I placed the order—I received an email saying Kay’s was still “reviewing my order.” Then, on January 22nd, I was told, via a cold email, that the ring was out of stock and my order would be canceled. Seriously? It took them a month to figure this out? How does a company selling wedding rings operate like this? Weddings are one of the most important moments in people’s lives, and Kay’s couldn’t even show the decency to make this right.

I reached out to complain again, and someone finally called me—the same person who had sent the cancellation email. The best they could offer was a 20% discount on a new ring. But here’s the kicker: the next ring comparable to what I ordered costs $300 more, even with the discount. Why on earth would I reward Kay’s with more money after they failed me so completely?

To make matters worse, they still had a hold on my money, leaving me with no ring, no refund, and no resolution as my wedding approaches. This is, without a doubt, the worst experience I have ever had with any company. I will now be attending my wedding without a ring, thanks to Kay’s Jeweler.

If you value your time, money, and sanity, avoid this company at all costs. I will make it my mission to let everyone know how poorly I was treated and how little Kay’s cares about their customers.

i bought a ring online from kay jewelers. when i received the ring, bought online. the band on the ring was broke! i waited three weeks to get this ring. i am so disgusted! why would they ship a ring in this condition!! i will not be back. this is sorry business!!

This has to be the worst jewelry around. I purchased a necklace for my husband for Valentine’s Day at the Thousand Oaks store in 2024 and it broke twice. In both occasions, I brought it in for service so when it broke again for the third time, I decided to use the warranty and got a new one, which the salesperson said would be more resistant. It was not. The new necklace broke the first time, I brought in for service and then it broke again in November! In a span of 9 months, the necklaces broke 5 times. I came to the store and requested a refund given that I purchased the lifetime warranty and they refused to give me a refund. Not before they said I should call customer support only to hear from customer support that only the store could resolve. In summary, the product is very low quality and the customer service can be even worse. Just steer away from this shop!

My wife and I bought two Bulova watches and got my wife a new wedding band. The lady Felicia helped us. I have bought my wife her first promise ring set from them that came with earrings and a necklace. I also bought her engagement ring from there. They have always been helpful and nice. I recommend them before anyone else. We bought from Kays in Tuscaloosa, Alabama and will be buying from them every time.

Never again, I bought a commitment ring for significant other and was told it could be sized after Christmas. We went there on December 26th (I picked it up December 20th). I was told I would need to purchase a protection plan to get it resized and it would take a couple of weeks. I went to another reputable local jeweler to have it resized. I will gladly pay more to have it done by a reputable jeweler.