I purchased an engagement ring on 01.17.2026 for a pretty good amount of money but needed it in a small size. I was assured that the option of a euro cut could be done to accommodate the sizing need. I received an email saying my ring would be ready for pickup on 02.07.2026. I called to verify it was available before driving across town. I was told they didn't know why but it wasn't there and there was a delay from the company. I was also advised that a second ring was ordered from the manufacturer for a reason they couldn't explain. I was advised the ring would be in by the upcoming week. I called the store again on 02.10.2026 and was advised by a different person that the ring was still not in due to a delay by the company and their manager would contact the company and call me back with further information. I did not receive a call. I went to the store on 02.15.2026 and spoke to the manager who called the company while I was there. He stated the ring would be in on 02.16.2026. I called the store on 02.16.2026 and after a long bit of nonsense on behalf of the manager, I was told he would call me back. I received a call back and was told the ring was ready. On 02.17.2026, I went to the store to pick up the ring and to my dismay they welded some crappy piece of metal to the inside of the ring. Not the euro cut like I was told. When I expressed my displeasure I was told that they could not do the euro cut and wanted to get the ring to me as promptly as possible. I informed them that I never approved this modification, I never expressed a need for expediting and I would not accept this trash work on a ring that I had spent so much money on. Needless to say, I left with no ring and a verbal assurance that they would send it back to the company to see what could be done. This experience has turned what should have been a joyous occasion into an absolute nightmare and I still have no ring and am out a large the amount of money. DO NOT TRUST THIS COMPANY!! read more

Kay Jewelers - Welded metal piece to get the ring size needed. Not the euro cut I was promised! - Jewelry Near Me - Lexington, Kentucky

Colleen went above and beyond with helping me! If you're going to this location ask for her and she will get you taken care of.

Keith Powell is very helpful and experienced. He will find exactly what you are looking for. Kay Jewelers is the best place to find unique jewelry. read more

I have had my ring need to be repaired and resized 2 times, both times the employees were incredibly rude about the ring size and were not understanding of the situation. They also promised it would take 2 weeks for both, I don't know how accurate that is because with both times they never updated me on the status, I had to call after a month and then they acted like I was dumb for not having picked it up already. Would absolutely go somewhere else read more

This is one of several jewelry store locations in the Fayette Mall. When Kay's first opened, it was in the newer part of the mall, near Dillard's. Now it's in the old Leroy's Jewelers location. My wedding ring came from Leroy's and my husband spent a few extra hundred and purchased the warranty, which includes sizing and rhodium plating. Because my ring is white gold, I have to have it sent off about once a year to be rhodium plated, dripped, or whatever you call it. The catch to the warranty is that I have to have it inspected every six months. If something happens and a diamond falls out or something and I passed up that six month inspection frame, they won't cover it. Because I don't go to the mall that often, I've went over a few times, but luckily the inspection came back clear, so the six month period started all over. The last time that I was at the mall, I made my way over to have my ring sent off to be rhodium plated, but when I noticed that it was no longer Leroy's, I sort of panicked... then I noticed the same employees, so I figured out that Kay's just took over Leroy's. As I stood there waiting, it didn't take long to figure out that the employees have the same attitude that they had before. Basically, since I'm not purchasing anything at this point, their time and effort are focused on the potential customers, not me. After spending thousands of dollars on my ring and then being treated that way, it didn't take long for me to boycott Leroy's. I even purchased a few things at the old Kay's, after my boycott... not anymore. I'll add Kay's to my boycotted list. Without going into great details of my only experience since the merge, I will say that I was there about thirty minutes, just to have my ring sent off. I would've rated them a one star, but I'm grateful that they're honoring my warranty plan. read more

I got my girlfriend of 3 years a ring that was decently expensive, long story short the ring broke on the underside where the Sauter is and took it there to get it fixed. They took over a month to get it back and then they did it was incorrectly sized, the ring was smaller from where they had to fix it. After that it took another month to get the ring back and then the ring broke again in the same place... I wanted my money back and they gave it to me but first they continuously tried to interest me in something else. They ended up giving me my money and a percent off next time. read more

Do NOT get jewelry repairs done through Kays. I went against my gut feeling and dropped my ring off (that I bought here years ago) to have some minor repairs done. Dropped it off the first weekend of May and was told it would be ready by the second week of May. Horrible service once I walked out the door. First she kept insisting my email was correct even though I told her it wasn't. Finally got it changed by someone else. I called 2 days after my given return date and was told it wasn't ready. They called 3 days later and said it would be another $175 to repair. I told them to get my ring back and I would take it somewhere else. They then called me back that evening and said that they would just make the repairs without the extra cost ...???? So they were going to charge me and then changed their mind when they realized I wasn't falling for the scam. 3 WEEKS later I called to see if it was ready and she said "oh yea, its here" and hangs up. No phone call, no email nothing. Who knows how long it had been there. Horrible and rude service starting immediately after we paid and dropped it off. I have cancelled our account there and wouldn't buy something if it was $5 from them. Take your business to somewhere honest!! read more

One of the WORST jewelers I've ever dealt with. My fiancé purchased a rather expensive engagement ring from Kay's, and while the ring is beautiful, I have had nothing but trouble when dealing with this chain. I have had similar distasteful experiences at multiple locations which would lead one to believe that abysmal work, customer blaming, bad attitudes, and overall terrible customer service are a matter of policy for Kay Jewelers. My review is a lengthy one, but I feel it is important to tell the story so that others may be mentally prepared if they choose to do business with Kay. Kay Jewelers certainly lives up to its terrible reputation. Richmond, KY Store: When having the ring re-sized (from a 7.5 to a 6 -both standard sizes) it took nearly a month to get it back and when the ring finally came in, it looked as if it were buffed by a garbage disposal. After seeing the state of the ring I asked that they repair the issues and was immediately met with blame and attitude. The individual at the store asked if it were a second hand ring and then upon finding out it was purchased brand new, decided to blame me for the scratches. When the ring was given to me it was a size and a half too big so I was unable to even wear it, so obviously I could not be the culprit. As angry as I was, I had them send the ring back to the shop for repair... flash forward to nearly another month later, I come to pick up a ring that is once again in an absolutely unacceptable state, covered in "buff marks" that look eerily like what most people would consider scratches. Understandably I was quite perturbed considering I had been engaged for nearly two months and had yet to be able to wear my ring. Subsequently, I filed a complaint with corporate customer service. Desperate, I searched for help an hours drive north at the Lexington, KY store located in the Fayette Mall. Thank goodness the stars aligned and I was able to reach the male store manager and a very helpful young woman who physically took the ring that day to a shop, had the "buff marks" (scratches) removed, and hand delivered the ring to me back in the store within an hour. At this point I was able to assume that the behavior and bad service at the Richmond store was merely a fluke and I had found a store that I could rely on... that is until my ring needed to have a yearly rhodium dip in preparation for engagement pictures. Lexington, KY-Fayette Mall Location: Upon being assured that the process of rhodium dipping "should never take longer than 2 weeks", I dropped my ring off the first week of September as I had engagement pictures scheduled for the first week of October (a fact I had mentioned more than once, to stress the importance of a swift return). Excited to get my ring back, I call the store on the day it was promised to return and luckily it had arrived. When I arrived, the clerk mentioned she had just inspected the ring, yet I upon seeing it I noticed again that there were more glaringly obvious "buff marks" visible to the naked eye from a considerable distance. Upon pointing out the issue that has once again plagued my experience with this chain, the clerk felt that it was my fault because I had "called before she had a chance to look at it" an action she had just previously mentioned she recently performed. -I want to take this time to say that I do understand that any repair or manual work is not done on the jewelry in the store but in a separate location; however, there's is an apparent complete lack of QC when the ring leaves the shop. Multiple times I have come to pick up a ring in store that has glaringly obvious imperfections that can be seen by the naked eye.- Because of the deadline of the pictures and the obvious need of rectification of the situation, I stressed to the clerk and the assistant manager Lorri my frustration with the circumstances and the lack of additional weeks to wait to roll the dice on whether or not the ring would come back looking worse than the last time. Perhaps some customer service training would be in order for both of these individuals, because instead of answers or calming assurances I was met with attitude and annoyance. I do not expect to be molly coddled by anyone but when someone buys such an important and expensive article of jewelry along with a lifetime warranty, there should be some expectation of quality work and at the very least good customer service. The ring had to be sent off again, I called a day after I was promised it would be back and the ring was still not in. On this particular phone call I was accused of lying by the same clerk from the previous dealing because I said I was told it would be in the day before, which I have a copy of the promise date to prove, and she felt it was the next day. I still do not have my ring and no one is really sure when it will be in, maybe this week? I have lodged yet another complaint with corporate customer service. read more