Kay JewelersReviews 62

I visited this store today and it was a very pleasant experience from the moment I walked in. I was lucky to meet Adrian, the new manager, and he could not have more helpful and amiable. His staff, which has always been lovely to me, continued to do so today in great measure. Adrián's team gave me helpful advice and I would recommend them to anyone.

From the moment I stepped into your establishment, Stephanie greeted me with a warm smile and a genuine eagerness to assist me. She patiently listened to my preferences and requirements while I was searching for the perfect gift for my wife. Her attentiveness and willingness to understand my needs made the entire shopping experience a delight.

Kay jewelry denied me to return merchandise because they say I am responsible for the date they mailed the merchandise to me. Not the date I received the merchandise.

Hello! My name is Michelle M., and it is my pleasure to help you celebrate life and express love today! Before we get started, may I please have your full name, phone number, and email in case we get disconnected?*******@aol.com Diane Lynch *******034
May you please research when I received this product
Thank you for the screenshot. Yes, I can, one moment while I research the order
I am trying to return my order be it's to small for my husband.
Thank you for waiting Diane
I don't feel I am responsible for anything until I have it in my hands
I see the order was delivered to you on 5/23/2023
Ok that's not true but let's go with that date today I tried to return the item and was denied Today 6/23/2023
I apologize for the inconvenience. Did you try to return the item in store?
I understand. The return window begins the day the item ships which was 5/22/2023
I just tried to create a return label for you and received this message:
There are no eligible item(s) to return from order **************.
Hollow Miami Cuban Chain Necklace 10K Yellow Gold 22". Quantity: Price:$2,519.99
This order is outside of the return window.
No I am not responsible for an item until I receive it Honestly I didn't receive the item until 5:25/23
I apologize, per the return policy:
https://www.kay.com/kay-returns-exchanges?icid=FOOTER:Returns
"Return your online purchase by mail up to 30 days after your purchase was shipped."
The item is eligible for up to 60 days from the day it was shipped
I can understand walking out a store with an item. I am responsible for Kay Jewelry mailing and I am responsible for returning the item. Tell me what is Kay Jewelry responsible for
I apologize but the item is no longer eligible for return. I even tried to create a return label for you but the system will not allow (the message I provided earlier in this chat). The item is only eligible for exchange I am sorry 60 days may you please clarify. If you'd rather exchange your purchase for something new, great! Simply bring it into any KAY (or Sterling Family of Jewelers location) within 60 days after your order was shipped (within 30 days for watches).
No, someone can override that. I am not at all understanding, your policy making the customer responsible for not having their merchandise. Is horrible. This is poor customer service.
I apologize but it is not eligible for return
If I received the merchandise there would be no argument. I cannot be responsible for merchandise until I receive it.
The item is no longer eligible for return. At this time, only option is to exchange the item
How can you make me responsible for merchandise I do not have. Anything can happen to this merchandise and you are holding the customer responsible for something you mailed out.
You can override that because I didn't mail it Kay Jewelry did
If the item was never received, an investigation would be opened with UPS because the item is over $1,000.
Why am I responsible
When the item is over $1,000 a signature is required
The item was shipped on 5/22/2023 and that is the date the return window begins
Not when the item is received.
That would be jewelry issue. I am not responsible until I receive it. You say 5/23/23
Policy, as it reads on Kay.com, states the time clock begins the day the item is shipped.
Explain how am I responsible for something i don't have and it's out of your control to mail.
Return your online purchase by mail up to 30 days after your purchase was shipped
What are Kay jewelry responsible for
It has been more than 30 days, the item is no longer eligible for return only exchange at this time
You mailing the item not me. How am I responsible.
That is the return policy at this time
Details about the return policy can be found at https://www.kay.com/kay-returns-exchanges?icid=FOOTER:Returns
Is there anything else I can assist you with tonight?
It's just one day. You all can give the customer a one time waiver. I will never understand how I am responsible for what you are mailing.
I tried to create a return label for you but the system will not allow it. The item is no longer eligible for return. Ask your manager
I have researched the issue for other options and the only option available is to exchange the item.
I am sure there is someone above you that can override this.
I need to speak to your manager or escalate this higher
The only option available is to exchange the item, that is why I tried to create the label for you. That option did not work
Are you denying me a manager
I can place your name on the call back list. The timeframe is 24-48 hours for a call back. Would you like for me to add your name.

The seller will always be responsible for the package containing their product until it gets to the purchaser.
This essentially means that as an e-commerce seller, you are responsible for the package until it is officially delivered - even though the package is no longer in your possession.

Purchased a bracelet for my daughter birthday, the bracelet worn once and the links twisted and collapsed! The merchandise is cheap and not worth the price.

I would rate kays with zero stars if it was optional. We have been with kays for 10 years and just substantially upgraded my wedding ring set and purchased an all diamond bracelet. The bracelet and rings were too big so we had them sent in for sizing. I got the band and bracelet back but not the main ring because I was told the jeweler "broke it to the extent he couldn't fix it and it had to be sent back out to a professional to be foxed" the bracelet was put back together wrong after taking out links and broke as I was showing the manager and the band had a raised loose diamond so it also had to be sent back in. It's been over 30 days now and I don't have even one of the 3 items because of constant issues on their end! The manager admitted to not checking the jewelry when it came back in but assured me they sent it out to a "more professional, experienced jeweler this time around" absolutely unacceptable and ridiculous!

Shop at kay jewelry at greatmall Milpitas CA. The person that assisted me is Annabel. She's highly knowledgeable of the product, treat me with high respect, listen to what I wanted but also recommended great ideas/selection! She's very patient, friendly and courteous! Excellent experience. Great quality product and competitive price. I shop in this store because of Annabel, excellent customer service! I bought Levian, tanzanite with diamonds. Lots of Watches, Diamonds and beautiful gold chain.

Bought an e-gift card for my mom. They sent me a receipt but never actually sent the email with the gift card. Did the usual checks (spam, junk, etc) and it just never arrived. Reached out assuming it would be an easy fix. The Kay support team told me they had no ability to re-send the gift card and it was gone forever. They offered to manually give my 70 year old mom the 30 character or whatever code over the phone instead. I filed a credit card claim to get my money back. There are a million other places to get the exact same product. I don't need this.

I sent and paid $58 for a super special in January. Never received anything. Some of these deals you say are too good to believe. Well here's one. $58.58 was deducted from my account Jan 6th.

I decided to get my wedding ring cleaned because the opal in my ring was getting cloudy and discolored. I was told that getting my ring cleaned or adjusted would be free of charge. I received a phone call from Kay jewelers that the company Levion said that fixing the stone was not covered because of the damage. My husband and I thought it was strange because it looked just cloudy to us. When my ring came back in I saw a giant crack in the stone that was not there before. They said it was like that already after they cleaned it. They said it was going to cost over $300 to replace the stone that was supposedly already damaged. I felt like they were trying to extort money from me. I believed it was damaged while they had it in their possession.

Recently my boyfriend lost his mother and inherited her belongings. He was elated to find the beautiful ring that his deceased father had worn daily and was designed and made by his mother. He decided he was gonna get it appraised and wanted to wear it because it was so special. Unfortunately it was too small, so he took it to Kays. His parents had purchased jewelry at Kay's for many years.
We went to Kays off hwy 20 on January 2 and dropped it off to have it appraised and sized. When the associate looked at his father's ring under what appeared to be a microscope, she made a comment that all seven diamonds were impeccable, and that it was a truly amazing ring. We bought a bracelet and an Opal ring for my daughter as well. We left the ring in their possession to be sized and appraised, and they told us they would contact us as soon as it came back from the appraiser.
Almost 6 weeks later, and after several attempts to reach them by phone, we went back to the store. We tell them why we're there, and they start looking up our account. We were told they hadn't contacted us because my boyfriend's phone number was listed under another name; and they seemed generally disorganized and unprofessional. We were baffled because we have a Kays credit card, and have been there several times prior. Already frustrated...we were shocked when we were informed that a burglary had occurred, and my boyfriend's ring had been stolen on the 4th of January. We were literally in shock, and appalled that the nanager had no sympathy for a lost ring that meant so much to my boyfriend. He mentioned casually that other customers had lost pieces of jewelry in the theft worth much more than ours...as if that made our loss less traumatic! This situation became the most unprofessional experience of our lives! We were never notified about the incident. We were not given any insurance claim information. We were told the possibility of recovery was highly unlikely. The store manager showed total di
Sregard for the loss of a ring that had immense sentimental value to my boyfriend. Beyond that, he took no responsibility for the monetary loss. It is beyond comprehension that any business manages to stay afloat when treating customers as we were treated.

I want to write a review about the great service I received from Juno in the Chesterfield Town Centre mall. I have arthritis and have to get several rings resized, she was so patient and pleasant. She didn't try to rush me or make me fell like I was bothering her. I left feeling really good and trusting that my rings will be safe and handled correctly.

Still waiting on my purchase I made January 7th. Got lost in transit and they can't/won't do anything about it on a timely manner..

Acting manager lied to us to make a sale...told us when two rings were soldered together the additional warranty that we purchased would cover BOTH rings...we double checked multiple times and he assured us that this was true...when we picked up the ring we shared our experience and how happy we were especially with the extra insurance and the fact that it would cover BOTH rings...that's when we found out the truth...the manager that sold us the ring wasn't there when we picked it up...but the employee that helped us...brought in a second employee to confirm that we were misled and they would talk to the manager about it...we were upset to be LIED to...tried to express this to corporate...they told us the general manager would have to take care of the matter...we have been waiting for a call from the GM for almost a month...simple fact...they don't care...and we were misled

WONT SHOP AT KAYS EVER AGAIN

Never buy anything there! I bought a small diamond chip ring with side stones. One of the side stones fell out and they want $450 to replace it. That is twice the price of what the ring cost! I am so disgusted that I no longer want them contacting me for the rings six month check up. The female I dealt with wasn't bright either. I will take my business elsewhere. People need to beware of this shady place!

I am highly dissatisfied in the mother's ring I ordered for my mom. The engraving was not visible. My mom could not even see the engraving. The website is false advertisement for sure

I have had a very disappointing experience with Kay Jewelers I ordered a ring for my wife for Christmas on November 22nd and it was supposed to be delivered December 8th I never got a shipping confirmations tracking number or anything I have contacted them at least a half dozen or more times they have specialist supposedly looking into it but they're making hardly any attempt to keep me in the loop not to mention the fact that it's not only past Christmas it's past my wife's birthday I can't even use it for that my wife really wants this ring but it seems like for some reason they are dropping the ball big time and not getting this to me I am so annoyed and frustrated with them but they have done has been so totally unacceptable I would at this point advise everyone to avoid ordering anything through Kay Jewelers

I purchased a Disney necklace in the Coco collection. The first time I wore the necklace it broke. I wore the necklace while driving. It was not under any stress. I just looked down and the necklace was broken- I'm lucky the charm was not lost. I went to Kay's in Longview TX and spoke with Brady McFarlin. He told me the necklace was not made for durability. I was shocked he said that to me. I think he did not want to help me because it was not gold but sterling silver. He said it was just made to look pretty…his words.

On ordering this 10K gold necklace for my daughter's 40th Birthday with 3 stones, I paid a pretty high price for something that was extremely smaller than what was shown on their website. The size od a dime! Very disappointed that you can barely see the stones never mind the engraving I had them add to this necklace. You need a magnifying glass it's so small! Would never order from them again.

Bought a $400 ring had it resized for $100 wore it 3 times had to have it fixed I was told not to wear it so much didn't know 3 times was alot. So I put it away got it out for a special occasion and the onyx popped out its $400 to have it fixed! That's ridiculous. Customer service was a joke lady even asked me if I read the reviews of the ring when I got it when i got it there was none so I looked out of curiosity and it's a bunch of people haveing the same issue as me! Sounds like poor quality over priced junk. So I have a $500 piece of junk! I'd of had better luck throwing my money into a river!