Kay Jewelers
Reviews and Complaints

I tookmy wedding band in 11/15/19 to the Champaign location. My band needed reshaped after I had bent it at work. I had insurance on the ring and they told me that they would send it off. In doing so they recommended I submit my engagement ring as well due to my wedding band being reshaped and redipped. I agreed. I also agreed to have them soddered together. Both rings were a size 7. The lady who helped me did all the paperwork correct as far as sizes go. They tell me 2 weeks for return. I went in yesterday 11/30/19 and picked rings up. Realized they no longer fit. She sized them at a size 5. Now, I'm having to send my ring off again for a mistake made on your end. I can't even begin to comprehend how this happens. More importantly I'm without my ring for another 2 weeks. Is there any way you can expedite these services for me as this was an error on behalf of your company?

Jessica Fults
[protected]@yahoo.com
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My wife and I decided to pay the credit card off.in full as was the total bal on statement. We get hit with a tailing 12 lousy dollars "of interest"that was refused to be dropped. Both rep and supervisor (chris) was very unwilling to vacate the charge and very willing to close the acct. So we closed it and will not patronize stores again. I find it very anti-customer friendly responses we recvd. Our payments were not only on time but over on many occasions. I seriously feel we got punished. So we will punish back. With xmas coming? Oh well. No jewelry from kay.

I got engaged at the end of July. Kay Jewelers has had my ring since the engagement about the same amount of them I've been able to wear it. First it needed resized.. it took over 3 weeks. It wasn't resized correctly, so I had to take it back in to get it resized.. not even a week after getting it back from being resized, a diamond falls out. So I take it back In to get the diamond fixed and I'm told it will be back in a week.. it's now been over a week and it has not returned to the store yet. Do not recommend Kay Jewelers to anyone at this point. Bad customer service. Very unhappy with how the whole situation has been handled.

We bought my ring mother day of 2019 it already lost a diamond and band turned yellow In my opinion way to quick. I turned it in to get the diamond and color fixed about a week and half ago and to resize with beads so it wouldn't turn anymore. I got a call ring was in went to store where they handed me my ring the diamond and color was replaced but they did not resize or put beads in the band Which now they have to return again now I have two wait another week and half for my ring!?!? This should be done right the first time. Now I have to wait once again not a happy customer at all!

This store is the absolute worst. Extremely unreliable. I have yet to meet someone who knows what they're talking about. No one is ever on the same page which is why they keep messing up our ring resizing order. The notes the employees left for other to review who work with us make NO sense to anyone. They keep making excuses like "I'm so sorry, she's been in the business for 35 years, she knows better than that".
Apparently no one we've worked with knows how to complete a warranty. We were promised coverage on our whole ring set and we had proof of it on a receipt but it was NOT in the system so we still don't have it.

It's been over a month now since my rings have been in the shop because they have to keep sending it back. I'm beyond frustrated and I can now see why there are so many people who won't shop here.

I guess I'll just stick to my $20 rubber ring while my $7, 000 ring is out somewhere getting screwed up over and over again.

Stay away from here.

My diamonds keep falling out of my ring! This is the second one you guys made me and still sending it for repair bcuz diamonds keep fall out. I got it back yesterday the 24th and notice just now there's a diamond missing 🤬 I'm not happy with it. It's been in for repair more than I got to enjoy it! I got married with a ring from you guys with 5 diamonds missing from my ring but had to use it bcuz wouldn't be back from repair in time for my wedding it was brand new shouldn't be like this! I like my ring but over it do to the fact that it's alway in repair. After I got married with the ring with missing diamonds I had to take it back to you guys the next day and had to wait 3 months bcuz you guys made me a brand new one. Than a month later after waiting 3 months had to take it back for repair for missing diamonds. I like to know why is this keeps happening ?!

Horrible service ever and sales person is lying to me about his presence in the store. He said that he was off on 10/4 and other sales person said that he was there on 10/4 and she doesn't know why there was no communication.
They were not providing any sort of communication to me unless I call or visit them. They made me order two diamonds and none of them were arrived even after 15 days and they don't know why.
These guy's don't care at all about the customer and their plans. Don't go to this store to waste your money, time and energy. KAY should teach some integrity to their employees.

I was trying to buy a Diamond ring for our engagement on Sept 23rd. My fiancee liked a ring but the diamond was not very good. So store people suggested to buy the mounting and order a diamond that we like so that they can fit it on.

They made me order a diamond on 9/23 and it is still not arrived. (Initially they said it will arrive in 2-3 days and they don't know why) They again made me to order another diamond on 10/2. It is still in processing. This time they promised me that they will track it personally to get it in within 2-3 days.

They did't tracked it all neither provided any information to me about it is as it might not be delivered on time. I would have bought another good ring from a different place for my engagement if I would have known about what is going on at the very first place.

I placed an order for my wife to surprise her for our anniversary on September 28, 2019
And the order was accepted and funds were deducted from my account. The shipping on the order says 2nd day business shipping which i believed to be a speedy process especially since the website said that orders would not be processed ( money taken from my account) until the order is ready to ship. Well the money was taken from my account and no shipping information was released and the order has still not arrived even after the money was taken. After patiently waiting for my order for a week and still no package, I contacted customer service and after being hung up on by the automated service ans finally reaching a representative I was informed that my package would not arrive until october 17 which is definitely after the estimated time i was expecting to receive the order. The website specifically said that orders would not be charged to my card until they were ready to ship. Well my card has been charged and no package in the time it should arrive in. This has been a very unpleasant experience buying jewelry for my wife and I do not or will not recommend using Kay in the future. I would expect faster shipping times especially shipping an order in the same state when the company headquarters are located less than 1 hour awy from where i live. 19 days is a long time to wait for a package especially when the website offers 2nd day shipping once the order has been processed.If i had known it would have been this long i would have arranged to pick it up to avoid this untimely situation. Your shipping department can do better than this and should do better especially when buying jewelry online from a supposed reputable jeweler.

We purchased a Diamond Braclet on 6/29/19 for $139.30. On 9/22/19 the chain broke. Not even 3 months later. I have maybe worn it 4x! We drove 45 mins to our Kay store to find it would be 49$ to fix. We bought a warranty but not the warranty on a chain? This is ridiculous! My wedding ring came from Kay and also had a diamon fall out 2 months later. We will NEVER buy from Kay again if this is the service we get!

I have had nothing but bad experiences with this company. Starting with the sales department. The sales reps are rude and treat customers with absolutely no respect. I walked into the store and was ignored by staff for 10 mins before I had to ask for help. The two people in the store weren't helping other customers they were simply having a personal conversation amongst themselves and then proceeded to act like I was an annoyance when I asked for assistance. If it weren't for the fact that I needed to speak with someone I would have walked out and taken my business elsewhere. This leads me to the customer service/billing department. I received a bill today stating I had an outstanding balance to my account. Back in May I paid my balance off in full. I did not receive any emails or paper statements in the mail stating I owed anything and being I had paid off my balance I didn't think twice about it. When I called the billing department I was spoken to as if I was an idiot and told that 3 statements had been sent to my address, which was a lie because I would have seen it sooner if that were true, and "I should have checked my email" which I check everyday. The charge was for interest on an account that was paid off along with late fees. The woman was so rude on the phone and did absolutely nothing to help. I will never purchase anything from this business again and I have already started telling all friends and family to go anywhere else possible for their jewelry needs.

Whatever you do do not buy jewelry from Kay jewelers! Terrible customer service and the manager Ada is just the worst she literally sat there and argued with me that it's normal for jewelry to turn black! I've owned quality pieces from Tiffany's and 14k In Los Angeles and have NEVER had any of my jewelry turn black and I've had those pieces for over 15 years and I have only had these earring a year and they turned black! They said I would need to pay to get them fixed?! It's outrageous they are selling crap quality and expect their clients to pay for the repairs? I'm very displeased with this store and especially the way the manager was arguing with me about the earrings and that it was normal. Don't waist your money purchasing garbage jewelry.. your better off purchasing from Costco as they're quality is of a higher standard than Kay jewelers.

I purchased a 1.5 Cr diamond ring from the above store on 30jul19. At which time it was sent out for sizing and I picked it up on 21Aug19. On today 26Aug2019 I returned to the store to inform them that the diamond fell out after wearing the ring for ONE day. I did not bump my hand into anything I didn't even move suddenly and I look down to observe a missing diamond. The employees inside this store have been completely nasty. I asked to speak with a manager and their response is that the manager is on vacation. The female has been rude calling me boo, rolling her neck, yelling and even walking toward me in an aggressive manner. There is also a male named Xavier who was yelling across the store discussing my business. I ask her her name she says you don't need that boo. After spending so much money here I can not believe customer service is this way, it's sickening.

I had always purchased my jewelry at JB Robinson's, never an issue with repairs, sizing nothing. When they closed I had to deal with Kay's to keep my warranties. Have send my engagement and enhancer out 3 times to have size and properly fitted together, after this 3rd time I told them they have to replace enhancer, so very scared that what I get back won't be the same quality of diamonds that I have now