Manager was condescending and rude. Was disrespectful to me and insinuated my immigrant wife was too stupid to understand him. Was told the store would call us to confirm ring size prior to delivery they did not then tried to up charge us 58 dollars, and get me to pay for a policy. Whole thing was clearly a cash grab and was pre planned. Management was poor and staff are undertrained. read more

I brought in my engagement ring to get sized, they send it out and then a few days later i get a new service request... which was weird cause it was already halfway thru the process, so i had to call and ask and they sent my ring to the WRONG repair shop... they were not planning on telling me then when i called the lady audibly laughed about it. When i came to pick it up, i asked for the manager(not even there) and then inspecting my ring, they dented, warped, and took diamonds out. Horrible horrible staff and horrible service all around. read more

Racist and classists. NEVER SHOP HERE! My sister had bought me a diamond necklace and out of curiosity I wanted to get it checked if it was a real diamond or lab created. I checked previously with a jeweler at Hannoush and Macys and they both confirmed it was a diamond without giving us any trouble. I want to mention that I'm wearing a Mulan T shirt and sweatpants because it was a Sunday and I wanted to be comfortable. I'm also clearly asian American even with a mask on. When I walked into Kay's in Pheasant Lane mall I was greeted kindly at first but when I asked them if they could check my diamond necklace, one of the ladies grabbed my diamond and called it cubic zirconium and gave it back to me. I looked at her politely and asked "well could you just check" and she shrugged saying "it's fake the checker wouldn't work on it" and walked away leaving me by myself. I walked away shocked and confused. What did I do besides asking them a service? I feel humiliated and upset. Never shop here! read more

They are very understanding and amazing!! I'm in no contact with the person who bought me my jewelry that broke and they made sure to call me and not him! I couldn't be more thankful best staff too!!! 10000/10 recommend!!! read more

On ordering this Family Color Stone Mother and Child Necklace in 10K gold for my daughter's 40th Birthday with 3 stones, I paid a pretty high price for something that was extremely smaller than what was shown on their website. The size od a dime! Very disappointed that you can barely see the stones never mind the engraving I had them add to this necklace. You need a magnifying glass it's so small! Would never order from them again. read more

BUYER BEWARE Long story short: My best friend purchased her wedding bands from Kay (3 months prior to wedding.) The rings never arrived in time for the wedding and have still not arrived (it's been 6 months.) She was given the run around by many employees, including the "customer care correspondence team." They passed the blame and offered her a $150 gift card. This lack of accountability is unacceptable. If your wedding bands never arrived in time for your wedding, would you purchase anything from Kay again? The most disgusting display of customer service. read more

This will be long, but it will be worth the read If you would like to stop at my opinion however, AVOID KAYS AT ALL COSTS, GO TO ZALES I went to Kays to find an engagement ring for my fiancé This began with an exhaustive web search, looking around at other jewelers, checking prices and all the usual things one does when buying a ring. Eventually we made our way to Kays and that is where this review begins. We were greeted by an extremely outgoing and personable staff member named Jackie, she was very polite, very kind, very knowledgeable, and very helpful in helping us find the right ring. Sadly however this turned into a case of misrepresentation and that is why my rating is so low. My fiancé has a very small finger, size 4, which means that no matter what she wants it has to be either modified or made custom. Once we found the ring she loved and bought it we began the process of sizing. We were advised that a special order would be made and she could take the ring we bought home with us (she wore it on a necklace) we were advised that the time it would take to get her special order would be a week to ten days, this was no problem, we accepted this and then made our plans for engagement photos based on a two week window. 7 days into the wait we called Kays and asked if everything was on track, after a VERY lengthy delay on hold we were advised that everything was good and her ring would be available on schedule. On the 10th day we went into the mall to confirm everything was on track. Nobody could find the ring, not in the store, not in the system, the assistant manager and manager spent the better part of 45 minutes looking for the ring and finally declared that it was located and would be in the store within the next day or so, despite claiming that there was some sort of processing error that had it listed as a repair and not a special order. The assistant manager and manager blamed this on Jackie and repeatedly apologized, insisting that they would correct the issue. We called again on the 12th day, since we had received no word from them, the call took several attempts to get into contact with the store, once we made contact, we were on hold for more than 45 minutes before finally reaching someone that then spent another 20 minutes looking for the ring and declaring that some sort of processing error had occurred but it would be there on time. On the 13th day we went into the store and spoke to the manager again. At this point we were FINALLY advised that the special order was never made but that they would do everything possible to hand walk the ring down to their jeweler who would make all the alterations so that we would have something on her finger and then they would special order an online ring that they would alter again so that she had a ring in the right size. The manager and assistant manager stated they would do everything possible to make this right, to include knocking off some of the price of the ring. Day 14 My fiancé called to ask a question about the size down of the online order with some concern that it would lesson the integrity of the ring and cause stones to be loose. The person that answered the phone was Jackie, who then said that the reason her ring was never ordered was because she was supposed to return to the store the day after we had purchased it so that the special order could have been made. The following business day I took the ring back to Kays and demanded a refund. The manager was understanding of why and stated that Jackie would have her mistakes corrected so that she didn't do this to anyone else. On this day I called Kays customer service and advised them of all of this, Advised them that their employees had ruined our photo op, had made the engagement ring a point of stress, and that compensation for our time and rescheduling fees was in order... They offered me a $100 gift certificate. Jackie still works at Kays. Aside from the utter lack of anything resembling competence by the store employees we also had an issue of there NEVER being ANYONE on staff that was authorized to deal with our issues, the store manager was only authorized to apologize and then explain that she had to get permission from her senior manager to do anything that would make the situation right. The assistant manager and manager were highly critical of the failings of Jackie and insisted she would have this area of her lack of training corrected, yet the very next day we saw the same employee behind the counter selling rings to the next unsuspecting victim of her ineptitude. The very same employee HAD THE NERVE to blame the entire situation on my fiancé, and the corporation was not the least bit interested in correcting any of these errors. We went down the hall to Zales to start the process over again, found a better ring at a lower cost, got the kind of service we SHOULD have gotten from Kays but didn't, made a friend out of the manager and staff. Avoid KAYS! read more

My wife and I were in Kays to buy a piece of jewelry for a Christmas gift. Wile we were shopping, a sales person asked my wife if she wanted to have her rings cleaned. She gave her a ruby, sapphire, diamond and tanzanite rings. Ten minutes later they came back and told my wife that her tanzanite had a crack. This was more than a crack, it almost looked shattered. My wife instantly complained and asked to speak to a manager. We were told no manager was available and they would call us as soon as they could but never did. Every time my wife called they said they were not responsible and that was that. NEVER LET THEM TOUCH YOUR JEWLRY!! read more

I'm going to start this by saying that I enjoy Kay Jewelers as a company and have very good luck with stores in the past. I have a credit card with them and I very frequently spend a fair amount of money with them. That being said, this was one of the most aggravating experiences I've had in a while. I walked in and was greeted by Neelu. At first she seemed very nice and professional. She introducers herself and asked for my name. She asked what I was lookin for today. (I came in looking for one specific thing. The movado Connect 2.0) I told her that I was looking for the movado and she walks me to some smart watches (none of which were a movado). I stated that I didn't think that any of those were the right one. She looked around until I finally pointed at the one I knew was it. She grabbed the watch and said I could try it on. I tried it on and only had a couple questions about it. She didn't know anything about the watch and couldn't answer my questions. This is where another employee Allison came into the sale. Allison is great, she knows her products, she acts professionally and she knew where to find the color of the Watch I wanted. While I was talking to Allison, Neelu felt it appropriate to walk away and help a different customer. Allison does all the rest of the work getting the watch SKU because it was a new item ready to sell. Neelu comes back over to us and asks Allison to take over for the customer she left me to go talk to. Neelu then looks at my Cards credit limit on the computer and loudly states "Wow you have so much available credit limit! What are you buying for your wife?" Now don't get me wrong, I love to spoil my wife with Jewelry, but I came in for one thing. I politely told her "Not Today." She responded with "Nothing for her, but something for you?" She finally finished the sale and told me about the coupons I would be getting back. "You'll be getting $200 back. Those are instant rewards that way you can buy something for your wife." Neelu didn't know anything about the products. She didn't want to do the work during the two sales in the store at that time. She was far too pushy about buying a more than what I came in for. If Allison wouldn't have come in to the sale I would not have bought anything from this location. I would have bought it online and waited. Thank you Allison, but I will most likely not return to this location. Love the watch so far. Very disappointed with the service read more

I droped off my dimond ring three weeks ago. My ring had black titanium in some parts of the ring. It was beautiful. When I went to go pick it up all the black titanium was gone and the dimonds looked cloudy. I was so upset. I ended up having to get another ring. The manager was hortible they wernt going to let me switch it out when I only had the ring for not even a month. Theres a 60 to 90 day return policy and it was only a month. They were going to make me pay double for another ring as a traid in. I have never had a problem with kays up until now. Never let them send out ure ring for sizing. It will come back all wrong. read more

Walked in to an empty store,looked at wedding rings for about 5 minutes, employee was standing by didn't acknowledge us at all. Not even a "hi! I'll be right with you" (she had a clip board and was counting watches like 4 feet from us). We stood there, looked around, waited, Waited, WAITED! Walked directly across the hall to Hannoush and spent $850. Your loss- their gain....I know where we will be spending our $$ from here on out read more

PLEASE READ BEFORE SHOPPING HERE I strongly urge you not to go to this store. Please keep in mind that I have been a Kay Jewelers patron for as long as I can remember. I have at least 25 different pieces from them and faithfully keep up with my inspections and so on. At the end of June I went in for an inspection on about five different items of jewelry and an employee noticed a few chipped diamonds in a ring. A work order was filled out and I was informed that my ring would be back in 2 weeks. Well that date came and went with no ring and no communication from the store of what was happening. I took matters in my own hands, called the store to find out my ring couldn't be located... Nice, right? Eventually they located it in the store unrepaired. I was actually told that they didn't carry the diamond size that was needed to replace the stones!!! Seriously the ring was purchased there!! No one will explain or take responsibility for what happened. I have yet to get my ring back as of today, but was told that they put a rush on a new work order. I have completely lost faith in this store and company due to the fact I dealt with two poorly trained employees and cold manager. I will admit the employee that inspected my jewelry was new so it isn't completely her fault, but the woman that I dealt with on the phone, who told me they don't carry a diamond size that they cover under their warrantee has been an employee there for years. The manager seemed to only know how to apologize and clarified that I was misinformed about not having the diamonds available but couldn't offer any reason why I was told that or why the work wasn't completed in a timely manner and then pretty much brushed me to the side as if to say your not worth my time. I'm assuming that poor customer service is in the training manual for all employees including management. Ugh I hate to admit it but my mother was right when she said if something seems too good to be true it is. Kay Jewelers has some beautiful jewelry at really great prices but you do ultimately get what you pay for. I guess they figure all consumers will look beyond poor service for a deal. Just remember every six months you will be dealing with that service when its time for your warrantee inspection and long after that ring, bracelet, necklace or watch has lost its appeal. Needless to say I will never purchase another item from this store. As sad as it sounds I've gotten better service at the Burger King in the food court. Hope this helped and if you dare to venture in and make that purchase because the sale was too good to let pass.... You have been warned. read more

I received a ring from Kay Jewelers for Christmas and I also sent out a bracelet to be engraved. Overall I'm satisfied with the products but have a few comments about my experience to help future shoppers. We had looked at Belden Jewelers and had no success there, but the manager was incredibly kind and walked us over to Kay to continue looking. Despite being very busy two employees in particular were extremely kind and helpful; Milad and Ashlyn. Milad helped to look at many different rings and was very helpful and patient. Ashlyn helped us with the paperwork process (ring was sent out to be resized) and checking out. For both products the promise date came and went with no word so I called the store to check in. Additionally, when sending out the bracelet it took awhile to be helped/acknowledged by an associate, though it was very busy. There was also slight confusion for the paperwork for the bracelet; I paid for it the day it was sent out but it was never marked on the paperwork. When I went to pick it up I left my receipt at home but had my license and was able to verify it that way. The associate who helped me that day also cleaned the ring I had received and assured me that it had not been damaged when being resized (I was concerned about some discoloration and potential scratches). Overall I'm happy with the products and would recommend shopping here, but would also advise customers to call the store for updates on products sent out as there seems to be a slight lack of communication as well as some mistakes in the customer service process. read more

First off , I must state that the jewelry selection is extensive and most of the sales people are knowledgeable and very professional . However ,their way of accepting payments is bizarre , to say the least ! I went into the store with my bill ,which has on it my name ,address and ACCOUNT NUMBER listed on it . The young woman at the counter asked if I had my card .I stated I did not . She then informed me that she would need my DOB, SSS# and zip code to "look up my account " When I pointed out to her that my full account number was directly in front of her to be typed in , I was told "I cant use that information to verify your account .If you don't have your card ,then this is the only way to verify your account " so the business(YOURS!!!) that sends me my bill with my full account number on it is not "good enough "information to verify it ??? Totally stupid !!! I will continue to shop there , but never again will I pay my bill in person read more

I wish I had read the 2 reviews posted here BEFORE I brought my saphire ring to Kay Jewelers in Nashua to be cleaned. They did a terrible job. The saphire stones in my ringl looked smaller, also the band circumference looked narrower. The manager and staff left a lot to be desired regarding customer service skills!!! I have a ring, my daughter from Florida bought me, that has to be sized. I was thinking of taking it to Kays in Manchester, but I suspect they send their work to be done to the same place that Kays in Nashua sends it. I guess I'll play it safe and pay a non-Kay jeweler to size it than risk having Kay do it. I'll also tell my daughter to not buy the Kay protection, etc. plan as I won't use it.... Better yet, Don't buy at Kays!!!! read more

I have been coming to this Kay Jewelers for about 3 to 4 years now. Every single time I wonder in, I am treated with the UTMOST courtesy and kindness from all who work there. Recently, I had lost a claddagh ring that Ive had a long time, and went here to try to find something of a replica. Associate, Stacy, sat with me for nearly half an hour or so to try to find something great. We looked through, gold, sterling silver, etc books. It's great too because when I asked for her honest opinion she did not push me to buy anything more expensive, like most other places do. I also remember my first purchase from this Kay. A lovely woman named Carol-Ray, though she asked to be called C-Ray, helped me pick out a simple promise for my significant other. And, like every other person that works here, she treated me with ultimate honesty and kindness. At the time, most promise rings reached 200-, 300- if not more. She was very understanding to my budget (which was about $150). After looking at the many beautiful rings in their Kay books to get a clue on what I wanted, we looked in one of their cases and narrowed it down to three rings. One was a simple stone (about $115), one was two infinite hearts (about $120), and the other was twisted band with a heart in the middle (about $90). Much like Stacy, C-Ray was nothing less than honest with me when asked for her opinion. I ended up going with the third choice and also purchased the protection plan. That protection plan has saved that ring many of times from just being cleaned, to resizing it, and many other things. I will ALWAYS come back to this Kay Jewelers. read more

Great customer service!!! Shop here for gifts all the time and I've never had an issue with the the associates or with getting rings resized/cleaned/etc. the first and last place I need to stop when I need a nice gift for a relative or friend. read more

My fiancée and I went in to gauge our options regarding wedding bands. She's had a particular design in mind and they assured us that customising a ring would be no issue. After about ten minutes of the Kay's employee trying to show us lame designs in a book, she called over the manager, whose "customer service" was borderline condescension. He informed us that he can order our rings, and his employee told us the person who could get us an accurate quote would be back in 15 minutes. She promised to call us with the estimate and if we were still in the mall, we could come back and discuss further because customization could take almost 3 months. These potential swindlers never got back to us, which is fine with me, because their personalities were absolutely unbearable and I'd like to never speak to them again in my life if I can help it. Notes: -Manager told us they could always "drill" diamonds into a ring of we didn't want custom bands. He then showed us his wedding ring with "drilled in" diamonds and it was the biggest piece of trash I've ever seen. He's supposed to be knowledgeable about jewelry and his own wedding band looked like someone with ADHD and a tax return went wild. -The manager, knowing we wanted custom rings, tried to sell us on their Leo diamond collection. How does that make any sense? Know your customer. -He also tried to sell us on putting a diamond inside the band, as if that isn't the biggest waste of money on the goddamn planet. Overall, we felt rushed, uncomfortable, and condescended to. We went and spoke with Robert at Zales and he treated us like humans, instead of suckers. The only way I can justify Kay Jewelers Nashua still being open is the steady diet of high school kids and troglodytes who don't know any better that shop there. read more

dont have your ring resized here. poor service. had the ring resized more than 3 times. cant do it right .

Worst place ever. They butter sweet you to make a huge purchase and once charge is made they treat you like shit. My experience was with salesman Milad where i was received with all welcome and everything is possible. I wanted a custom made ring and was explained the process. I was ok with the process i waited for over 40 days to receive the CAD Drawing and had not been contacted so i took it upon myself to call and email them. From there a nightmare began. read more

Wow I am not the person to write negative reviews but today I'm sad. Today made me realize that maybe most of society still looks down at the gay population. Today I thought was gonna be a joyous day. My partner and I decided to get engaged. I will tell you it was even awkward for me to go pick out a ring but I was so happy that we were taking the next step. I stood inside Kay's looking at Men's bands and so wasn't another straight couple. Since I got there first I thought they would welcome me or even say hello. Well.... Neither happened. The associate went over to the straight couple and completely avoided me. To make things worse I had a similar experience at Barmakian Jewelers where no one said hello just five minutes ago forcing us to leave and hoping for better luck at Kay's . Money in hand and ready to spend and we couldn't even spend a buck. Today won't be the day and we will probably order the ring online to avoid future issues. Kay's I'm going to give you two stars because you weren't the first place to put a damper on a day where I should feel proud. I hope that someday society will completely accept those in my shoes and the next gay couple will have a great day with great service. Thank you to all of those that support equal rights and continue to make our lives much more pleasant. We have come along way... Just not far enough apparently. Boo hoo read more

Very unhappy with my recent visit to Kay's. I went in JUST looking for a ring within a price range of $100-200. I had no intention of buying that day and specifically told the lady that. Long story short, when I tried to leave the store the women kept insisting I put the ring on hold. Every time I tried leaving she'd come up with a new story about how someone didn't put their beloved piece of jewelry on hold and then it sold. So after 15 minutes of her annoyingly pressuring me into putting it on hold, I did. That night I went online and looked up reviews about that specific ring and had reviewers showing pictures of how tarnished the band was and how dull the gem got just after 3 months of careful wear. I went back into the store the next day to return the ring that I put on hold and was rudely questioned about why I was returning it. I finally told them I saw terrible reviews about how badly the band tarnishes and how much the gem dulls. All she has to say to me was "it's a silver ring, it's going to tarnish". I was shocked by the comment considering the ring was $175, and told her I'm not going to buy a nearly $200 ring just so it will tarnish in 3 months. She rolled her eyes and handed me off to a different associate. Unbelievable. Their jewelry is way overpriced for the quality of what it is. I ended up going to Facets across the way and bought a beautiful ring for a fraction of the price of Kay's that is made 50x better. Not to mention amazing associates that helped me only when I asked and never pressured me into buying. read more

i bought a necklaces in store on a special order.. 6 weeks later they never called me to let me know that they couldnt make the special order. after i had called for two weeks in a row to see if it came in. when i went into the store to see what was going on they told me that they couldnt make the order and that i should try online. so i went to ask for a refund. they told me i couldnt get one because they didnt have any cash on hand. so me being frustrated, i went home without my refund cause i could either wait the 7-14 business day for a check or come back to the store during the weekend. i decided i was going to order the necklace off the internet. which the one i special ordered is right there.. i went to use my kay card only to find out that the company closed my account for no reason. i had a zero balance. they said it was due to inactivity but they glad excepted a payment i made for a perches two months prior. so after they received my last payment they closed my account... even thought i was paying on a mistake they made back then. now i cannot use my kay card and have to re apply for a new card.. i have been a customer for ten years and im sad to say they're losing my business due to lack of responsibility. i could just easily charge the internet to a different credit card or simple pay in cash like i did when i first went into the store 6 weeks ago but because they refuse to take any responsibility for their own faulty actions im leaving this company ive been with for over 10 years. PS i would give them ZERO stars but they wont allow me to post this without one... so i rate this company with a ZERO read more

Let's sum this up by saying the customer service is the worst. I went in looking for a loose heart cut sapphire for my fiance to be. The sales staff were nice in the beginning but things started going sideways once I found that next to no one knew how to find what I needed. So in walks the manager who pulls out a $3000 "AAA grade" sapphire. I told her I couldn't afford that so she pulls out a $2000 one. Its nice but I tell her its still way out of my range. She got a little agitated and asked "Well, what IS your price range?". I said between $500 - $1000. She closed her books, packed up the sapphires and went into the back to "call the supplier". She comes out, says she ordered about 3 or 4 good ones that match what I'm looking for and will call me when they arrive in a week. After waiting a month with no phone call I came back and asked about the sapphires and before she could remember her old lie she told me they were never ordered in. They almost ruined my engagement plans. Go somewhere else if you want someone to care about you and your loved one. read more

I am so dissatisfied with that Nashua Kay Jewelers. My husband and I went there on March 15, 2014, to order our wedding bands for a June 7th wedding. You would think that would be plenty of time for our rings to get in and they confirmed that his would be in the beginning of May while mine would be in by May 27th. Well, come May 31st, I hadn't heard anything about either of our rings so I called them. Although the male associate that I spoke with initally was working hard to figure out what happened, I was still disappointed with the outcome. They had my husbands ring but not mine and they said the only option would be to rush order them. However, they would not be able to give me an delivery date until 48 hours after it is processed and then the vendor wanted a down payment... AFTER I had already paid for all of our bands in full already. The manager, Audra, who placed our order for us in March, was supposed to call me back later that evening, but never did. Six hours after I had initially called them, I called them back and they still did not have an answer. At 9pm (when the store closes), they called me back and explained that my rings came in but someone had "accidentally" shipped them out to another store and subsquently sold my special ordered rings. They told me that they would rush order another set of bands for me (since I ordered two, one for each side of my engagement ring). Audra said that the bands "should" be in by Friday, June 6th, the day before my wedding. She also said that she would call me on Tuesday to give me an update. When Tuesday came, no one called me so my husband called them. When asked about what day my rings would be in, they couldn't confirm because there was no tracking number on them. Seriously? No tracking number on a set of diamond rings?! I can track socks ordered from Walmart!!!! Friday comes along, the day before my wedding, and we fly up to the store (hour away), to pick up my husbands ring and mine. The UPS shipment had not yet arrived so we still had no update about my rings. Meanwhile, our rehearsal starts in 2 hours and we are an hour away. The associates were able to make some phone calls to try and locate where the UPS delivery driver was in the mall, and even called Kay's headquarters to find out the status of my rings. Well, come to find out, they ordered the WRONG set of wedding bands when they did the rush order. Even if they were the right ones, the shipment wasn't even in yet so I wouldn't even have them. FInally Audra came in but I kept getting the runaround about my rings even though the associates already gave me the bad news. While they were trying to problem solve resolutions for me (i.e. sending out two identical rings to their jeweler to get re-sized, putting a ring guard on them), none of them would have worked. I didn't want a ring guard showing in my wedding pictures where the rings are set out alone and we didn't have time to wait for them to be re-sized. All possible resolutions should have been done beforehand assuming that my rings didn't come in on time, including calling the headquarters. Had they done that earlier and learned earlier in the week that the wrong rings were ordered, then we wouldn't have been in that predicament. Meanwhile, I had to settle for two rings that were not my size and my real wedding bands would not get blessed at our Catholic wedding ceremony on a Saturday. Monday came along and we didn't get a call until dinnertime when Audra called to inform us that we would be getting a $150.00 gift card to Kay's (like we want to spend more money there) and that they special ordered my rings again but STILL have no delivery date. We just cancelled the order and I'm keeping the rings I have because they're the blessed ones, and it would be faster to send these ones out for re-sizing (2 weeks), rather than wait for the special order ones that could take months. Also, this $150.00 gift card does not even come close to compensating for all of the trouble that we went through. No bride and groom should have to go through this bullshit the week before their wedding, let alone the DAY before their wedding. Needless to say, I left their store crying because I was so upset that my wedding bands were not going to be blessed and they hardly even stayed on my finger because they are so big. I may continue to use Kay's, but not the Nashua store ever again. read more