Customer service is non existent. Until today, this was my choice to have my jewelry purchases, inspections, to include my chocolate diamonds. Ive been coming here for five years since moving to this state. That has changed. They lack consistency in policy, as well as an inability to be accountable for their own mistake. They summed up their mistake in saying "the employee that misled you was part time"! Really. I do not recommend this business if you value customer service, consistency and loyalty. read more

My fiancé (now husband) and I went to Kay's to find our wedding bands and were helped by Genesis who was phenomenal! She was extremely knowledgeable and detail oriented when she was talking through the different metals, styles, types etc. she hands down made our experience stress free and I would 100% recommend her/this store to anyone read more

K jewelry store is the best and Potomac mall. I went there to upgrade my ring came out with the biggest smile on my face. My husband was very pleased. I was very pleased. I recommend this store as the best customer service that I ever been to.Katina the best read more

Kay Jewelers - I went here at kay jewelry Woodbridge Potomac mall the whole staff was so helpful. - Jewelry Near Me - Fredericksburg, Virginia

Micky was more than help Helping me pick out and order a ring for Mothers Day Thank you Micky read more

Special thanks to Jackie and Tim at the Kay Jewelers in Spotsylvania Mall. They were a blessing in helping my wife and I purchase our rings for our wedding in 2020. They always ensure that our rings are clean and inspected every time we stop by. #MrandMrsSmith2020 read more

Kay Jewelers - Jewelry Near Me - Fredericksburg, Virginia

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My husband and I were at Kay Jewelers on 12/28/22, to have our rings inspected and cleaned. We were VERY curtly informed that we now need an appointment for this "service", but the salesperson grudgingly agreed to perform the services. After that she did not say one word to us, just grunted to any questions asked. I understand that these services do not earn the salespeople any money, and we have always received less than cheerful service when having our rings inspected and cleaned, but this was a new low! There were no other people in the store, so she wasn't missing an opportunity to make a sale, therefore the extreme attitude was inexcusable. Kay should not trumpet this service when making sales if they have salespeople who simply do not want perform them after the sale. read more

My husband and I went into Kay to shop for Christmas gifts and it was by far the worst experience we have ever had. There were only two people in the store and three employees, one of which was just standing at the counter fiddling with plastic bags. We were in the store for over 20 minutes waiting for someone to assist us. Once the employee finally came over to us she was extremely rude. We told her we were looking to get a diamond necklace or two and our budget was up to 5K. She continued to be rude and acted as if she just didn't want our business. After the third time of her making a rude comment we decided to leave and go across to Helzberg where we spent $3,500 and had a great experience. Kay will certainly miss out on a lot of money from us, as we will NEVER step foot in that store again. I don't see them being in business much longer unless they get their act together and learn decent customer service! read more

Our 20th wedding anniversary is coming up. My husband and I walked in and were immediately greeted by Ann. We were looking for a new bridal set. She showed me different sets and I couldn't decide which set to choose from. She said they were both beautiful and even asked a long time customer to come over and give her opinion. We had a great conversation, the long time customer knew Ann very well. Ann never once pressured us to purchase, she was extremely friendly and professional. She made the whole process enjoyable. read more

Went here one weekday to get my wedding ring cleaned and checked. I walked in with my warranty papers ready. When I walked in I was not greeted just looked at. I stated what I was there for and offered my paperwork. The manager took my rings, walked off and with her back to me, still walking, said something along the lines of "We don't use papers anymore". Never once spoke to me while looking at me. Proceeded to walk from the magnifying machine to the cleaning machine and said not ONE word. The other lady walked over and asked for my number. After about 15 minutes of her not knowing what she was doing and ME repeatedly apologizing the manager came over and told her what she was doing was right. I asked what the purpose of warranties were if they were such a hassle to locate in their system....the 2nd lady just shrugged her shoulders. *Um, ok I thought, that was kinda rude* Finally a 3rd girl walked out from the back and from across the store the manager asked her to "get my piece from the machine". Again not ONCE did she tell me the condition of my rings. The 3rd girl happily got my rings and gave them back to me. I don't even think the manager turned the machine on because they were not shiny. In fact they were dull in color. UnfortunatelyI have to return here because JB Robinson and Shaws have closed but I cross my fingers none of those ladies are there when I go back. I do intend to write the corporate office! read more

I would rate 0 stars if I could. This store (Store#1170) has had my pearl ring since November 17th, they were suppose to reset the pearl and have it back to me by December 4th. When I hadn't received a phone call I went into the store (Dec, 14), Kays THEN informed me the pearl had accidentally been DESTROYED!! The story goes on, more promised pick up times, they tried offering me a $50 fake pearl ring to replace it (Mine is wayyy more than this and is a real salt water pearl, RUDE) and needless to say it is now December 28th AND I STILL HAVE NO RING!! I am beyond disappointed, this is the worst customer service I have ever had and I am taking this to corporate. Sincerely, A very unsatisfied customer read more

It is our 20th wedding anniversary and we were shopping for a wedding anniversary ring. Ann, the sales lady was unbelievable. She was not only extremely knowledgeable and professional, she helped us make a great decision to celebrate such an amazing accomplishment! You know, the products can usually sell themselves and Kay always has great pricing, but couple those great attributes with a World Class sales lady and you have yourself a perfect scenario! Thanks Ann, we will definitely be back! read more

Completely horrible. So where do I start? We go in at first so my husband can buy me a ring. At first we were greeted by the manager,who was actually really friendly, we seen the ring I wanted so we purchased it. We had to get the ring resized of course because the exact size was not their. So after Kay got our money is when their customer service just went straight down the drain. DO NOT GO TO ANN. Almost everyone in this store is super friendly and if it were not for Ann I would have gave 5 stars! So first my wife calls asking about her ring , she's put on hold for 20 minutes and then greeted and spoken to with an attitude by ANN the whole time even after being on hold for 20 minutes. So I come In to pick up my ring and my husband wants to get me something else for Valentine's Day. This time we were helped by the AMAZING Glenda. Glenda was taking caring of me making sure everything is fine and then again ANN comes over with an attitude and try's to talk down to Glenda in front of other customers! Ann spoke to Glenda as if she's less than her and that just did not sit right with me. Everyone in this store took excellent care of me, but how sickening and evil Ann was through the whole time FORCED me to give one star. Worse part of it all, I think Anns a manager! I do not recommend coming until she is removed and learns to talk to customers and employees ! read more

Went into Kay Jewelers with my son to replace a cross pendent. We were welcomed to the store by several employees. Ann, the store manager ultimately helped us with the situation at hand, and I couldn't be more great-full to her! She was extremely helpful, very kind, knowledgeable, professional and has a very keen perception of people, what an awesome person! A situation that could have been misconstrued wasn't, period. I highly recommend Kay Jewelers! read more

I walked into the store yesterday to look into resizing my bracelet that my father had gifted me for my birthday which he bought from them. They told him that they could do resizing on that bracelet. Right when I walked into the store, I already felt unwelcome by the staff. I was told someone would be with me shortly and after waiting for a couple minutes, I see a couple walk in and they are immediately greeted and helped (most likely because I am younger and dressed in my work clothes, so it looked to them as if I didn't have money). After the staff could see that I was disappointed in that, someone eventually came over to help me. I was told that they could not resize it due to the rivets and certain material it's made out of but was recommended some other places that could possibly do it (even though someone from corporate who my father had spoke to told him that they could). The only reason why this is a two star review instead of a one star is because the Indian gentleman who helped me was very polite and explanatory. Staff definitely needs to be reminded not to stereotype based on a customers age, appearance, or ethnicity. read more

The only reason I gave this place 5 stars is because of Audrey. If it wasn't for her, we would never come back to this location. The manager here is completely incompetent and doesn't listen to what the customer asks for and then blames it on the employees. Audrey on the other hand was absolutely amazing! She listened to us and made sure she knew exactly what we were looking for and she found the perfect diamond and ring for us! She went above and beyond to make us happy! I definitely recommend asking for her when you go in! read more

Kay Jewelers - Jewelry Near Me - Fredericksburg, Virginia

The maintenance and warranty plan in Kay's is an absolute sham. They will not maintain a ring if there's a chip in the diamond unless you choose to purchase a new one...total scam!! read more

Short version: The entire chain is horrible. They messed up my ring twice in the span of a month. The employee I've always had to deal with at the Fredericksburg store is horrible. She is so rude and condescending and will make your blood boil. Please never go here. Long version: This place is horrendous. I've noticed going in to get my ring inspected that there is one employee (the curly-haired lady who I ALWAYS seem to get stuck with) who is an absolute jerk. She is extraordinarily condescending and just plain rude. My worst experience with them came when a diamond fell out of my engagement ring. I bit my tongue and tried to ignore her rude tone and she sent it off to get fixed. Eventually I got a call that it was ready to get picked up. Well it looked okay in the store, but I noticed how rude she was being to the new trainee. She got visibly annoyed at her for not knowing how to do something, asking how she hadn't been taught it in her training. She slammed down the keys on the keyboard and loudly says, "Do you remember now?!" Then she storms off. I tried to be nice to the trainee because I felt terrible she has to work with such a horrible woman. When I got out to the car, I looked at my ring in the light and noticed the engraving was mostly gone. You could see bits and pieces of it but the majority was wiped completely clean. Now, I'm no expert but I have no idea why the engraving would be missing off the inside of my ring when all that was supposed to be done was replacing a diamond. I brought it back in and politely told the rude lady that my engraving was mostly gone. Said okay and took it back like that happens all the time. I asked her how that would have happened and she said very rudely she didn't know but that they polish the rings. I asked, "Do they normally polish it so hard that it takes off the engraving?" She said no and that she doesn't know what they did to it. At this point I was very frustrated because I've been without my ring for 2+ weeks and now it's going to have to go back again to get fixed. I have no idea how she just had no clue what they did to the ring. I guess they don't keep track of such things? She informs me very rudely (as usual) that they're "doing me a favor by paying for this but normally you'd have to pay for it." She said this to shut up my questions as if to say, "You'd better be grateful." I stood there dumbfounded and asked why I would normally have to pay for their mistakes. She just said condescendingly that it was the way it was and basically pushed me out of the store. 2 weeks later when my ring came back again I got it from the store and noticed that they hadn't even taken off the bits of the last engraving before they engraved in the tiniest letters I've ever seen over top. It was completely illegible. So I went back, explained the situation, and she hesitantly took it back. Finally I got my ring back and it looks okay but the diamond they replaced looks different than the rest and the engraving is much lighter than the original one. I'd so much rather keep it the way it is than deal with this lady ever again. I'm normally a very patient person but this lady is absolutely horrendous, I've never had such poor customer service in my life. She is repeatedly so rude and has no respect for people at all. It is incredibly obvious that she thinks she is very important. I would go anywhere else but Kay, their service is terrible and obviously they employ some horrible people. Save yourself the stress! read more

Hands down the best experience ever! They were extremely helpful. They really took the time to get to know us and what we needed. They delivered world class service. They went above our expectations at every turn. Their repair service was fast and expertly done as well. I highly recommend them to all. If you're looking for jewelry then look no further because every kiss does begin with "Kay's"!! read more

I have tried calling them three times and someone answered the first time and hung up! Then I tried calling back and they do not answer. If you are a business and someone is calling when your open you should answer your phone. read more

DO NOT BUY ANYTHING FROM THIS STORE!!!! I have had the worst experience with this store and things just keep getting worse. First of all, they have the worst Customer Service and all they care about is making that sale. My husband bought my engagement ring from Kay and had no issues. Months later, we both went back to Kay to buy our wedding bands, no issues. Then things went down-hill! I wanted another band to go on the other side of my engagement ring. We went back to Kay (keep in mind we have already given them thousands of $$) and the representative (whom we later found out is the store manager) talked me into getting a ring that was too big for me so I wouldn't have to wait for one to be ordered. She told me, during the time of the sale, that I could size it down later to my size. She told me the ring was a size 6 1/2 and I am a size 5. This is a Neil Lane ring and Neil Lane's can only be sized up or down by one size. The lady explained to me that I could size it down one size to a 5 1/2 and then go back at a later time to size down another 1/2 size and no one would question it. What she failed to mention, was that this would jeopardize my stones!! I did not find this out until I tried to resize the ring; but I will get into that situation in a moment. Four months lapsed after purchasing the second band. I decided to keep it the bigger size in case I got pregnant and my hands swelled. I looked down one day at my hand and notice a stone was missing out of my engagement ring. I thought, no problem, when I purchased the second band four months ago, they inspected all my rings at that time, so I am up to date on inspections and the stone will be replaced for free; wrong!! When I went into the store, they took forever to even locate my information in the system and when they finally did, they told me that I skipped an inspection and I will have to pay for the stone to be replaced. I immediately disputed this and told the lady that I was just in there four months ago and all my rings were inspected during that time. She asked if I had the paperwork, I said "of course but it is at home." I asked about resizing my second band as well and she told me that they would not be able to do that because the ring is a size 7 and I needed a 5. I don't know if you remember from earlier but I was told the ring was a size 6 1/2. I asked what can be done about that and the lady told me she couldn't do anything. I started crying, asking the lady why I would purchase a ring that is two sizes too big? I explained that I was told I could resize it; that's when she explained that if I do, stones will fall out. I told her that is not what the lady told me when she sold me the ring and I am not going to love the rest of my life with an expensive ring that is too big. Again, she told me she couldn't do anything! She sent my engagement ring off and told me to bring the paperwork in for verification and regardless, the ring would be ready in 2-3 weeks. When I got home, I found out that the lady included the purchasing paperwork but no inspection paperwork. Total BS!!!! A month went by and I get a phone call saying the ring would cost me $70+ and to call back to discuss the inspection issue. I called back the same day and the lady said she could not locate my information in their system and would have to call me back. What?!?! Three days later, I get a missed call, with a message, saying they found my information and that the call was just to tell me how much the ring would cost and that if I had any questions, to call back. At this point, I didn't have any questions, I wanted to give them a piece of my mind in person, when I went to pick up my ring. Another 2 weeks went by and I had not heard anything so I called the store AGAIN. The lady could not find my information in the system, AGAIN. When she did, she told me they hadn't even started on my ring because I had to give them the "OK." NO ONE EVER TOLD MY THIS. I was so sick of them messing around with me that I told them to ship my ring back and I would take it somewhere else. When I got the call that my (unfixed) ring was in, after waiting about 2 months for nothing, I went into the store to pick it up. At this time, I talked with a different lady than all the ones I'd previously dealt with. She seemed to be more understanding and sympathetic. She told me that she was sorry I got the run-around and that my ring was never fixed. She told me that they would order me a new band, in my size, she just needed her supervisor's permission. This is when I found out that the "supervisors" was the lady who completely misled me. Right away she approved ordering me a new ring (knowing she was wrong). Now, that was 4 months ago and my new ring is still not in!!!!!! I called 2 weeks ago and the lady told me that she would need to look into the system to see what the status of the ring is and call me right back. Still no call.....Issue is ongoing.... read more

Bad review: This review is for Kay Jewelers 255 Spotsylvania Mall, Fredericksburg, VA. A number of items were brought from this location in 2012. One was a ring that had to be modified. Audrey explains what the process would be and when the ring would be ready. A call from the store to indicate the ring was back. The ring was indeed back but the ring wasn't the same one that was paid for. Audrey explained there was a third party that had worked on the ring and she would check to determine what had happen to the ring. After multiple calls a onsite trip to the store happed happened during the summer of 2013. Audrey asked for a copy of all the paperwork which was given to her and she said she would get to the bottom of this. Audrey is no longer returning the calls to her and no one else is willing to provide a conclusion to this problem. There's nothing worst than someone thinking the problem will go away if they don't address the problem. Kay still has the ring and not willing to return the ring as is or to provide credit. The rating on this review should be ZERO but the 1 is the lowest rating allowed. I thought by providing this review to others, others may be saved from this happening to them. I do not like to write bad review but I am in this case as KAY as refused to help to resolve this issue. The next course of action will be small claims court which is just going to drag this on longer. Perhaps there are other customers that will also post their poor ratings of Kay at this location Fredericksburg, VA once they see this review. Bad rating for Kay Jewelers. read more

Just left Kay Jewelers in the mall here in Fredericksburg, VA. Manager was Debbie De Persio. She had the worst attitude I have ever encountered. I have made numerous purchases from this company. Went there tonight to check on a letter I received about redeeming a certificate based on previous purchases wearing my running clothes. I guess she decided I was not a worthwhile customer based on my attire or skin color. I asked her to look up my account so I could redeem the certificate. She could not find the info and then basically accused me of making up the letter. I asked her to call Springfield because I had already spoken with the manager there (who is great btw). At first, she just kept telling me I had ONLY made one purchase at that store. Not true. She then informed me that "I didn't have anything there because their database keeps up with every receipt." Then, with her condescending attitude - proceeded to call Springfield to verify my story. Really? This is what they teach now? Treat the customer as a hostile witness? You don't tell a customer he is a liar when he has a letter from your corporation and has a manager in Springfield, VA who was more than helpful in assisting. She half-way apologized after contacting Springfield. Then she proceeded to attempt to miscalculate the discount as if she can't do basic math. I decided to leave, while she stood there smiling. No one can truly be this ignorant and I can't believe Kay's would have a manager like this representing its company. read more