I am not one to take the time to write about my experiences with service good or bad but unfortunately this one time that I do, it's bad. Especially coming from someone who's had experience in the hospitality industry dealing both with casual and high end clientele, and with a Hospitality degree I definitely have a level of understanding of situations. My other half and I have been shopping rings all over online and neighboring islands, etc. Except Maui, our home. Since knowing that there are limited jewelry shops here on Maui we decided to give Kay's a chance. We walked in and knew what I wanted. We were greeted by the first salesperson that we saw. I showed the diamond shape I wanted and all 3 employees knew that it was something they did not carry but will reach out to the jeweler to see if he is able to source it. The staff was nice enough to explain that they are able to make "THE RING". We were thrilled as this was good news to us. But then plenty of comments were made. I wanted a 3mm band and was told "that's too much" and "that's pushing it". I was asked by the other employee if we wanted a natural or lab diamond. The sales person answered for us and said "lab diamond for sure, to save you guys some money." I honestly was in shock at that point. We've walked into many jewelry shops and have made this process an exciting and happy moment. With Kay's? The employees were just very unprofessional. A custom 14K-18K yellow gold band, 3mm size band, with a 3-4 carat lab or natural diamond isn't cheap. I've seen many great reviews about this store, yet was probably the worst experience I've had. read more

I have been doing business with them for years and now all of a sudden they lost my account I can't believe it and they have beautiful jewelry , I was just upset they lost my accounts I've been doing business with them over 18 years I mean I expected better I guess I still love there jewelry but I feel they need to try harder for the people who are shopping read more

When I was shopping around for engagement rings I walked into Kay's in Kaahumanu Shopping Center. I was immediately helped by a wonderful woman named Forrest. She helped me pick out the perfect engagement ring. My fiancé loved it. We had such a great experience that we also went back to Kay's to buy the wedding ring. Could not recommend Forrest and Kay's enough. read more

Kawika and his team are top notch to deal with. I had a bit of an issue with a watch repair and they went above and beyond to not only fix the problem but communicate quickly to resolve the issue. Super grateful and highly recommend this store and their team! Aloha! read more

We just found our perfect engagement ring and wedding bands there and were treated like 1st class clients. They bent over backwards to make our experience wonderful. Highly recommend. read more

BUYER BEWARE!! Stay far away from Kay Jewelers @ Kaahumanu. My husband purchased a ring for me and was blatantly discriminated against by Leilani when he tried to pick it up. They made an error in providing us with the complete receipt and Leilani rudely denied him the ring he paid for without a reasonable explanation. My husband was holding the only receipt including the credit card receipt they gave us for pick up. He asked to speak to Kawika the manager and was informed that he wasn't there and she was the acting manager. My husband left enraged to say the least. I will have to drive to Lahaina to service my ring from now on. Kawika is not managing this store successfully . I tried contacting him without success. I recommend Na Hoku instead. Go there and you will experience the level of customer service we all deserve. If I could rate no stars I definitely would. read more

The worst. Couldn't even buy simple 14kt gold bands, not in stock! Really?! They had to order from the mainland, one arrived not the other in time for wedding AND would not give my money back UNTIL the store received the ring!!! DO NOT SHOP AT THIS STORE!! Sassy and condescending store manager!! read more

What was supposed to be one of the most beautiful & significant purchase of our lives turned into an absolute nightmare with this store. They lost my wedding ring that I had purchased from them & had resized. They failed to call me to tell me what happened & waited for me to go into the store to inquire about it, to tell me. Then they gave me a temporary ring to use while they looked for it. Who puts an ugly gold plated spacer on a white diamond 1 1/2 carat ring?! They do apparently because that's what I got. A couple of days later, they received my original wedding ring in their store. Did they call me to tell me?? NO! They waited till I went in there, AGAIN, to tell me that they had found it - A MONTH LATER! Had I not gone in there again to fix the issue on my account, I would not have known that they had my ring. Very disappointed in their customer service! read more

Absolutely terrible!!! I am so sorry I did not look at these reviews prior to attempting to purchase something from this Kay Jewelers. Making the assumption that it carried the same integrity and professionalism as ones I have purchased from over the past 30 years on the mainland, I advised my 23 year old son to look for an engagement ring. I went with him on his initial visit a month before he needed a ring. He did not see exactly what he wanted but was presented with one he had described on the website. The store manager Kawika Brito, who seemed invested in helping my son with one of the most important events of his life at the time, offered to have it transferred into the store so that he could view it in person prior to purchase. He said it would take approximately 5 to 7 days which was well within a time frame to decide, and order something with ample shipping time if it was not what he wanted. Over the course of the next 3 weeks, my son called or stopped into the store at least 5 times, every time being told that it "should be here any day". At 23, and his only experience with this, he was naively trusting. Finally, I went back in with him to ask what was going on. The manager blatantly lied, saying "we just got a shipment in, it could very well be in it, and if not I will call and find out where it is in transit and call you tomorrow". Through his demeanor I got a very uneasy feeling that something wasn't right, but wanting to allow my son to handle it, didn't say anything. But again, 2 days and no call, so my son went back into to the store when the manager was not there, and was helped by the assistant manager who told him there was no record of it having ever been ordered for transfer. At this point now it is too late to have the amount of time necessary to order exactly what he wanted, and since the day for the proposal is set with a non-refundable trip, one of the most important aspects of this process has been disappointing and disheartening because of the lack of integrity on the part of the representative of Kays. I am floored that a corporation such as this would want this type of attitude and disservice reflected through their employees. read more

If I could give zero stars I would!! I have been going to this store for 7 years and most everyone in there in knows me. There has been quite a lot of employee turnover there because I was just in and only recognized one person. I was helped by a very sweet young lady I have never met before but she was very nice and helpful. We started the process of checking out and she asked the manager "Leilani" to help her because she had never done a trade in before. Leilani snapped and said " You'd better pay attention because I'm only going to show this you once!". I was very embarrassed for the new associate!! Then Leilani went on to say something not nice to me and I just walked out. I have always liked Kay but after the way I was treated by their customer service this year over an online sale and NOW THIS! I will spend my hard earned money some where that people appreciate it! Kay is NOT going to have my business ever again. read more