They don't always have a jeweler at their location. I went to Joliet Mall and wanted to buy a new gold chain for a diamond heart. The hasp was too small so a jeweler needed to handle it. They only had 2 very nice young people that would have had to send the necklace out to have the diamond heart attached. It's not a difficult job but a jeweler would have had to handle it. The inconvenience of it had me turning down the gold chain and going to my jeweler in Berwyn. It was only a $190 chain but they lost the sale. Because for the 1/2 hour I was there I was the only customer so they didn't sell anything. I wouldn't bother to go again. read more

My husband and I went in to get a replace screw back for one of my diamond earrings. During the process my husband said to the sales person MO, To go ahead and order two backs this way if one falls off again my wife will have an extra. She said okay. Mo stated I need to send both earrings in. I said okay let me take the back off this one Mo stated no let's send it in so the can match them. I said okay please put in notes to return the back she said okay. Today 3/5/26 I went in to pick up my earrings. I aways verify my GSI! the lady that helped me couldn't find the number so she called Mo over to help I was looking at the screen and it was blurry I couldn't see the number but Mo read it out loud I was not comfortable with this I am I've always seen the number on the screen. I was told it is really small! I asked the lady where is the extra back that was sent in with one of the earrings. Mo said there was no extra I said yes it was we requested extra back and please return old back that was sent out with the earring. Mo stated no it just was replacement of one I said that is incorrect I ask you to put it in the notes check the notes you don't remember. She stated no I dont remember I can't remember what happened yesterday. ( Very smart remark) She refused to give me the back that was sent out with my earring I should have left with a pair of diamond earrings with back and a extra back. I was refused and called a liar to my face ( by telling me what I am saying is incorrect). This is bad business I will not shop here again nor come to have my diamonds inspected and cleaned here. At some point these sales people need to be held accountable for their mistakes. read more

Me and my husband went yesterday to have my ring re-sized because it doesn't fit any longer. We have life warranty on it. As we were doing that we noticed another ring and we got tempted to made trade our rings for the new one. As they are showing it to us, Charmayne who was working there says that the ring is on clearance and that is 40% off and that we can get another 10% off on it. Our original rings were bought each for $1500. The mentioned that we would get that full value back towards the new rings. We got tempted and we do matching rings so we said yes and that we would do it and trade both our rings. In the process they come back and they said "oh no we apologize but we can't do 10% off any longer". Then as she is continuing the process Charmayne said that she applied $1350 credit from the trade (which originally was supposed to be $1500 which is how much we bought the rings). We had some talks and at the end they said they can only do $50 off each ring, which was far less than the 10% extra off and far less than the price of the original rings trade. Earlier in the process she mentioned insurance and the guy (Omar) said that we have a year to come back and add it so we don't have to do it now since that it's a large out of budget purchase for us. As we agreed at this point to do this and we even opened the credit card with them and got approved, we mentioned that we will do the insurance later, and then the girl (Charmayne) who was helping comes back and said the district manager told her on the phone that the extra $50 off discount was only valid if we bought the insurance too. We felt so humiliated and offended by the way she treated us. She kept saying we are giving you a great deal while they were literally ripping us off. And the thing that upset us was that they kept lying and changing everything. We will never do business with Kay again. We were so attached to that store and have purchased many things in the past but this was the worst experience ever and we will never return there again. read more

Stopped in to have my wedding rings inspected and cleaned. I am a former kay manager and I know what an acceptable inspection is. She didn't even ask my name to enter the inspection info in my file. I told her I was a former employee and there was no warranty. So I guess she decided she could do a half a** job. She looked at my small stones but didn't even check for lose ones. She dropped my rings in the cleaning solution, swished it around , wiped it off and gave it back. I asked about the soldering in my ring and she said it probably needed to be reworked but " that will be about $350". Apparently I didn't look like I Could afford it. I stopped at Fred Meyer and they did a proper inspection. I will be bringing it elsewhere to have the work done. You can certainly tell the manager has changed. read more

My son bought his dad a Movado watch for father's day. The watch arrived a week later in a damaged package. The Movado came in a Bolivia box. Further more the watch didn't work. Called customer service they took the complaint and said they will get back to me within 7 days. Went to the store the sales person gave me the correct box and said she is ordering a replacement from a different store and will be there in 3 days. Didn't hear back from them so I went back to the store a week and a half later. Then I found out the store sold the watch that was supposed to be shipped out to me. Sill haven't heard from customer service. Issue still unresolved. Frustrated and don't know what to do next. Don't ever order anything online because the stores don't care. read more

I was so impressed by Monique from this location. She was extremely thorough, kind, helpful in me finding another option, and most importantly, PATIENT!!! I am allergic to alot of jewelry and she was able to help me decide the safest option. I have a difficult time making decisions, especially when it comes to jewelry & she was willing to be right there with me the entire time. Both me and my boyfriend had a great experience!!! read more

The service at that store is fantastic I enjoy shopping at the store and talking to the young man that helped me. The young man was very pleasant. read more

if i could give this place a 0 i would. This is the worse company you can get your stuff from. My husband got my engagement right from there in 2019, since then my stones has beeln falling off, so i was told by manager that they will call the manufacture so i can get a new one. Let me tell you it is 2021 and i still have not gotten my ring, we have been back to the store every 3 months and there seemed to be a different manager each time that had no idea what i was talking about. We finally were able to put in a order for the ring in february with a promised that it will be here by my wedding date an April 10th. Guess what, we are 4 days away from the wedding and my ring is not here!!!!! and they said it will be here next monday!!!!! thats after my wedding, they have ruined my wedding day!!!!! worse place an this planet!!! read more

My husband and I went to Kays on Valentines Day. He bought me a beautiful ring, they said it would be in by March 7th. I received a message today that it's in and I can pick it up tomorrow!!!! Wow!! Amazing!! Today is only Feb 21st!! Thank You Kays!! One more thing, it's an added bonus that all the employees are all so nice to deal with:) read more

Went in yesterday to do some research on engagement rings. I sat down with two individuals who were happy to show me a selection of some rings that were in the range that I was looking at. They answered all sorts of questions that I had, from custom-designed rings, to the process of cutting diamonds themselves. NEVER ONCE DID I FEEL PRESSURED TO BUY ANYTHING. They were incredibly friendly. If I decide to to have a custom-made ring created, i'll be sure to consider this Kay Jewelers, very pleased with my experience. read more

I brought in my diamond ring for a repair on Dec 7, 2015 supposed to be ready Jan 7, 2016. I received a call Jan 5th from Kay telling me that my diamond will not be ready until March 31, 2016! They said the corporate store has it but needs more time. What kind of crap is that? Who takes almost 4 months to fix a diamond? I buy a lot of jewelry from them but after this Never will I buy another piece of jewelry from Kay. Only got one star because the workers in Kay are really nice and I no its not there fault that corporate is messed up! read more

I received a necklace from Kay Jewelers in Joliet as a Christmas present from my husband. I didn't start using it till February. In April the chain broke. I brought it back to the store with the receipt. Since my husband did not take out an insurance policy on the necklace I had to pay $49.00 to have the chain fixed. I got it back right after Mothers Day. The chain has broke again. I did not take out an insurance policy on it and would have to pay another $49.00 to have it repaired again. I am not a small child but an adult women and did not abuse the chain in any way. I have informed my husband to never buy any more jewelry there. I am really disappointed with the chain and their service. My husband paid close to $300.00 for the necklace This is not the first jewelry we bought there but it will be the last. read more

Kay Jewelers Corporate Office offered to replace my ring with a new one! Thanks for attempting to make the situation right!

Absolutely by far the WORST experience I have ever had both with ordering and customer service. The people at this location have no idea what they are doing. They look miserable and they don't want to help you. I ordered two personalized necklaces online for my wedding as gifts and had them sent to this location so I can pick up. One made it but not the other. Even tho FedEx says they sent it and it was signed for with the other necklace. They didn't have it. After customer service investigated they decided to make another one and sent it again. Received an email saying it was in store and ready to be picked up. So I go to the store and guess what?? They didn't have it!! Can you believe this? When I showed the older lady my email she went over to a blonde lady who seemed like she could care less and shrugged her shoulders. The lady. And back to me and said we don't have it. Maybe they just sent it to you but didn't deliver it. Hmmmm. Interesting response. When I asked for their customer service number so I can call them while in store, they looked at me like I stole their first born. She didn't know. So I googled the number and called. The lady on the phone said they show it was in store. She tried calling the store and she said they wouldn't help her. No one was in the store so they were not busy. I called again this morning and they said it shows it's in store. I am angry and upset as they have had my money for over a month now and I have no product. And on top of that, it was a mother of the bride gift. So now my mother was present with NO gift because of this awful stores. It's honestly my fault. I should have went with my gut and not ordered her since all of their reviews are crap. Now I'm out $200 and have no jewelry and no answers. I keep getting bounced back and forth with no results. My advise to you is DO NOT SHOP HERE!!! It's not in my character to bash anyone or their services but this was by far unexceptable and embarrassing. read more

I returned my engagement ring the day after we got engaged (Dec. 29) to swap out the stones for different ones. We returned two and a half weeks later, to approve the new stones, and then waited for them to be mounted. Three weeks later (Feb. 5), after multiple phone calls to the store that were never answered, we went online and chatted with a representative who told us it was at the store. My fiance went in the next day to find that the ring had never been mailed out in the first place. We were upset but tried to understand that mistakes happen. We were told that they would rush the order and we would have it by Feb. 9. We never got a call, so we gave them a good amount of extra time and called the store on Feb 12. No ring. We visited the store on Feb. 14 and were promised we'd have it by today, Feb. 16. I called the store, no ring. The promises we were made have not been upheld at all, and this treatment has severely tarnished what should have been a wonderful experience. The staff was friendly and polite in person, but that is all I can say. We will not be returning. read more