Kay Reviews

My engagement ring and wedding band were both made through kay jewelers custom shop. There were some issues throughout this process but we were able to make the rings in time. Both rings were designed to fit together so they could be fused after the wedding to make one ring. When I first tried on both rings before the wedding, they were too big, so we took them back to the shop to be resized. After the wedding we got them fused and they did not fit together at all. If anyone at the shop or the Easton store had looked at them after they were fused, they would've easily noticed this. However, they told us the rings were ready and we could pick them up. As soon as my husband brought the rings home we noticed there was an issue. First we had a private jeweler take a look at the ring and he said that both rings were completely different sizes. So, we took them back to be taken apart and fused again. When he went back to pick them up this time he checked before leaving the shop and the rings looked even worse. So instead of bringing the rings home, he showed them to the person at the Easton store and they decided they would send it back to the shop and fix it. After a few weeks we had not received any communication/updates so my husband called. He found out that they would have to melt down the wedding band and completely remake it from scratch. So we said okay ad waited a few more weeks. We called them again because there was no communication and they told us it would be another three weeks (beginning of August 2022). So the beginning of August rolls around and no updates. My husband called the store asking to speak to the manager, and he was told the manager was not in and he could leave a message for him. He was given a new ETA for the ring that it would be ready around the middle of August. A week or so passes and we heard nothing back, so he called again and was told the same thing (manager was not in and to leave a message) but the new ETA for the ring was beginning of September. Another day or two pass and he calls again, this time he was told by staff at the Easton store that the manager was in but did not have a minute, they promised my husband that the manager would call back in 15 minutes. Manager did not call back. My husband called customer service the next day and was finally able to speak with the manager through the customer service team. The manager said he was not made aware of the situation by any staff members at the Easton store, however gave him an ETA of middle to end of September. It is now the middle of September and I called customer service because we have still not received any updates. When I spoke on the phone with customer service the representative said there had been zero notes taken with the customer service representative that my husband spoke with before and that this was the first time they were hearing about this. He told me he would call the store and leave a detailed note in the system as well as escalate the issue up the chain of command to his boss to make sure someone was going to follow up with us. The rep was able to get ahold of the manager but said the manager would have to call the shop to get updates then call us back later that day. No call. I understand the shops are backed up from Covid and these things take time but the lack of communication is unacceptable. In the past year my husband and I have gotten married and moved into our first house. We also work full-time, so we don't really have the time to be calling staff every week and explaining this entire situation over and over again to someone who says they had not yet heard about this. Especially when I am put on 30 minute to 1 hour long wait times before someone even answers the phone. Debating getting the police involved just to get my ring/property back (or what's left of it) and to pay a private jeweler to remake it based off of photos.

The worst jewelers ever in history.
A previous own ring I purchased from one store, which came in from another store. But the wrong ring was tagg and sent .
Now the orginal store who had the ring can't find the original ring

I have had bad experiences with this store. Staff have an attitude, not welcoming at all. They ingebore you and didn't even ask! GOsh
She asked me everything about my birth date and SSN after I swiped my KAY card. I have to swipe my KAY card multiple times. Then I bought a watch, and I returned to buy a diamond earring for my mom after shopping around at the mall. The staff in this store are something. Even the other guy who checked out ear rings instead of explaining things to me, tried to talk to other customers about the gym and fitness. The staff in this store have this kind of judgement and attitude.

Words cannot describe how pleased I am with the customer service that I received from Ashley Rivera from the Kay Jewelers @ American Dream Mall in Rutherford, NJ. Our interactions were all over the phone but she went above and beyond to get me exactly what I wanted and was looking for. She was diligent on researching the best options for me. She was constantly in communication with me and always delivered what she promised. The best part is that she did this on one of the busiest weekends for Kay Jewelers! From our first conversation…she stated that her main objective was that she wanted me to be happy with my purchase. By the end of our interaction, I felt that not only will I be going to Ashley for all of my Jewelry needs but I also felt that I found a new friend. Ashley ordered my custom piece and I’m so excited and looking forward to meeting her in person❤️! Kay Jewelers is blessed to have such a dedicated, professional, knowledgeable and caring employee! Thanks again Ashley!

Worlds slowest shippping. Ordered a basic ring 8/17 .. it's 9/3.. still hasn't shipped. It will be immediately returned if it ever ships.
Update: so it arrived on 9/14 and was immediately returned.

Trusted this store and company with my most expensive and precious piece of jewelry to repair two prongs on a diamond. Was told could be up to two weeks, would probably be sooner. The email said it would be ready iñto pick up in over two weeks- which is TODAY. Called all day today as it was supposed to be ready. No answer, no professional voicemail, finally someone answered after 7 or more tries. They were going to find out why it wasn’t there and call me back Had to call them back again to find out it was being shipped back and might be here Friday or Monday. Company policy is they can’t tell me where it’s coming from- out of state or what. NEVER again!!! I would have used an on-site jewelry repair if I knew it would be over two weeks to begin with. Now we’re going over three weeks?! Beware. I will never trust this company. The repair wasn’t cheap and now I just hope I get my jewelry back- I guess they sent it regular mail and can’t even track it?! Also I’ve been on hold now with the 1800 customer service number the whole time I’m typing this review. Beware of this company! If I could give negative stars I would.

I ordered Diamond Earrings that were on sale and received a confirmation email. The next day I received an email advising that the order was cancelled because they didn't have them in stock. The problem that I have is that this was the 4th time that this has happened to me in 2 years. They cancel my order but then a few days later they have the item but at a higher price. this is nothing but the old "Bait and Switch" scam.

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

Expedited shipping changes nothing about your delivery date!!! The won't tell u that because expedited is free...even if you need. And they say they will deliver an order quicker than the original planned date. It is a lie! You will get the "there is nothing we can do about it" bs lines. Horrible way of communicating to those who spend their money on your rocks!

So we ordered at $15,000 engagement ring through Kay Jewelers. Once we received the ring it was the wrong size. We ordered a size 5 and they sent a size 7. Not even close to the same size. One would think when you spend this kind of money there would be some quality control. So we call their customer service to get the correct size and we get the run around and refusal to get us a supervisor on the phone. They are telling us we need to now go into a store and return that one and make a new purchase. Absolutely not!!! They made the mistake they can send a new ring and we send the incorrect one back. At this point we are returning the ring and will find a better place to spend $15,000!!!!