Buyer Beware‼ This has been one of the worst customer service experiences I've ever had with a jewelry company. I purchased a gold chain from Kay Jewelers and also paid for their lifetime protection plan. When the chain first needed service, it was sent in for repair and came back damaged beyond repair by their own service technician during the soldering process. A replacement chain was ordered, but when I picked it up I noticed an issue with the link. I contacted customer care and was told the store manager had already inspected it before pickup. Wanting to be fair, I had the chain inspected by another Kay location, a Jared store, and an independent jeweler. All three said the same thing: the link appeared to have been improperly soldered during manufacturing. I returned to the store and the manager inspected the chain under a microscope. He confirmed that two areas of the link had not been properly soldered, which could easily cause the chain to fail. Despite this confirmed craftsmanship defect, dealing with corporate customer care has been extremely frustrating. I spent hours trying to reach someone and received very little assistance, and the escalation specialist handling my case was dismissive of my concerns. Even more concerning, I was told that if this style fails again they will not reorder the same chain. Instead, I would have to choose a different item at the original purchase price -- even though the current value of the chain is now about $6,900. I have owned the chain for about four years, and the replacement chain is technically a new item/SKU. If the same manufacturing defect occurs again, the customer is expected to absorb the loss in value. This situation is especially frustrating because I have had issues with this store before. Around the same time I purchased this chain, I also purchased a pendant that I was told was solid gold. After wearing it for a few weeks, the color began to fade. When I took it to another Kay location for cleaning, they informed me that the item appeared to be gold-plated. I had to escalate the situation to a district manager before I was finally able to return it. Because of experiences like this, it's difficult to feel confident purchasing high-value jewelry here. This is not the level of service I expected as a long-time customer who also purchased the protection plan. I would strongly encourage consumers to think carefully before purchasing expensive jewelry here. Photos show conversations between customer care Kathleen and myself. And the lion pendant. read more

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We will absolutely never be using this kay or any other kay again. We've had nothing but problems with them since 2022. We spoke with the manager of this location, Wayne about what had happened to us at different locations. He was extremely apologetic and wanted to make things right. However, when they sent my rings off for service, they took a week longer than expected with absolutely no communication. I spoke to Bee and they said that they had absolutely no idea where my rings were but that they were somewhere. I was in complete disarray for an entire day thinking that my engagement ring that I have had for 6 plus years was lost. Bee was also supposed to call me back on numerous occasions and never did. Same with Wayne, if he's supposed to call you back it will not happen. When I asked if there would be compensation for such an inconvenience and the panic that it caused, they acted like I was crazy for asking and said they didn't know what they could possibly compensate as if I didn't just spend a large amount of money with them. Customer service is the absolute last priority for kay and this location specifically. Extremely disappointed because I thought that they were going to turn around my opinion of the company but clearly not. Don't waste your time or your money. read more

Black Friday shopping and saw this store. I want to get my son a graduation present of a watch. We've been looking for something he'd like so I decided we should look in this store. An associate came over and greeted us and asked us if we needed help. She told us she'd be happy to take anything out of her like to try a watch. I appreciated her offer of assistance. He didn't see anything he thought he'd wear so we decided against trying anything. read more

My husband and I purchased our wedding rings and wedding presents to each other from this location we have visited quite a few times to purchase jewelry for our wedding. Sadly when my husband and I returned to upgrade my wedding band, he had his wedding band cleaned in the store, the sales representative left it in the jewelry cleaner longer than normal, when the ring was finally removed per my husbands request it was missing a diamond. Please keep in mind my husband only wore this ring for less than a week we were married December 7, 2021 we returned to the states on December 9, 2021. And visited the store December 11, 2021. Donavan the assistant manager informed my husband that they would repair the ring and have it ready by Monday December 20, 2021. When my husband called Donavan on Monday he was told the ring still was not ready and promised him that Tuesday December 21, 2021 it would be ready for pickup. Tuesday Donavan leaves my husband a voice message saying that the ring was there but the diamond fell out of the replacement ring. At this point we're both frustrated with the situation being told one thing and seeing another. We visited the store on Tuesday December 21, 2021 to see if we could just find a NEW wedding ring, but after looking my husband wants the ring that we bought originally and that is showing in our wedding photos. At this point I'm VERY upset at this poor customer service and I begin to question why the jeweler repairing the ring did not double check all the diamonds to make sure they were locked and solid in the ring??!! Donavan responds and says he knew that my husband really wanted the ring so he rushed the repair??? What?!! Now were waiting an extended time for the ring because he thought it would be better to rush the repair. With all the promises given to my husband of having it done by their top notch jeweler as per Donavan the assistant manager and yet nothing was done as he promised. We have spent quite a bit of money at this location and we're both very disappointed in the run around given by Donavan. We're newly married and I literally had to buy my husband and 2nd ring out side of Kay jewelers pending the return of the ring that we are still waiting on for a 2nd repair with this store. I will no longer do business with this store going forward. I'm VERY disappointed in the false promises told to both my husband and I. To date we're STILL WAITING ON HIS RING from this store. Signed, highly disappointed customer read more

Krista is so kind a helpful! She helped me about 45 minutes find my wedding band. Her patience and honesty was great as this was an important decision! Thank you Krista! read more

I took my wedding ring to Kay Jewelers on October 1st for the 6 month service check. They found some loose diamonds and my ring had to be sent in for repair. It seems like EVERY time I take it in, something is wrong with it. Their standard time to fix it takes 7 weeks. I don't like it but I understand it needs to be fixed. You would think a company as large as Kay would have a better turn around time. Fast forward to November 17th, my ring is due to be ready ! I called the store in Castle Rock on November 17th at 7:30pm because I hadn't heard from them to pick my ring up. I was put on hold and told they were trying to "find " my ring. I was finally told my ring is running late and would be in by November 22nd. Fast forward to November 22nd, I still haven't heard from the store. I called the store 3 times with no answer. I then called the corporate office and was told my ring was not fixed correctly the first time so now it will be December 17th before its ready. Needless to say, I lost my mind !! I ask to speak to a Supervisor and asked her to please explain to me WHY. She said the ring was sent to the store in Castle Rock where it was inspected and then sent back to service because the work was not done correctly. ( I was never told about this, not even a phone call to say "hey, we suck and can't do our jobs right". ) The nice lady basically said I'm screwed and will just have to wait on my ring but they've " expedited " it for me and she would have a gift card for me when my ring was ready for pick up. Fast forward to December 15th, I FINALLY have my ring back after 76 DAYS of it being with the master jeweler. I DID NOT receive the gift card the Supervisor said would be with my ring at pick up. In the last 6 years, they've had my ring more than I have. My ring is beautiful but obviously the quality is horrible as it's constantly needing something fixed on it. We've spent over $10k at Kay and will NEVER buy another thing from them. The employees in this store are very nice and had nothing to do with the master jeweler doing a crap job but they should have called me when the ring came back with loose diamonds. I DO NOT recommend Kay as this was not our first " bad" experience with them. read more