Customer service is always superior. I had the pleasure of working with Carleton and he always goes out of his way to find exactly what I desire. Thanks!! read more

Went in to get my claps fixed on my necklace and the employee that was working told me it would cost me $200.00. That is ridiculous! They said because they would have to send it out to get repaired. Never in my life have I paid that much for a repair. Doesn't make sense. read more

I've been to this location several times and have always had a positive experience. I'm not sure about some of these other reviews but if you're looking for exceptional service ask for Ingrid or AJ! read more

Quick and easy resizing of my engagement ring. I had it back within a week and the staff was very helpful and friendly

We had the absolute best experience all because of Carleton who helped us find the perfect wedding bands!! He was so kind, helpful, professional, and knowledgeable. I feel like he went above and beyond to help us find the perfect rings. He listened carefully and paid attention knew exactly which way to point us in! Honestly can't say enough good things about him and the employees at this store! They were so amazing! read more

Yesterday I went into Kay's jewelers to exchange an item, and I thankfully ran into Carlton. I cannot say enough about his customer service. I left happy and thankful for the experience. Rare to find these days. Thank you, so much Carlton. You make diamonds shine. read more

I went into the store today looking for a gift for my daughter. 2 employees with customers so I walked around waiting for one to finish once one of the clerks was available she took a phone call not once did the y said we ll be right with you or acknowledge me in any way . After 10 minutes I walked out and will never return. I worked in customer service for 20 years and that's not the way to gain customers read more

worst experience ever. I bought a bridal set from there no problem. went to return for another size a man's band. lady wasn't listening to anything I said. Had to repeat myself several times. Would not do an exchange on the sale price I received. I was told I could bring it back if the size wasn't correct. She informed me that's false and I would have to pay full price. then told me to leave the store if I wasn't going to pay full price. went to Saint Augustine and they were great. read more

Took my wedding ring in to get it resized. Got the ring back and it was the most sloppy job I've ever seen done. Sent the ring in twice to get it fixed. Was told the ring was too thin or flat Was not looking for perfect, but my ring looked like crap after sending in in twice to get it fixed. I received a refund, but now my ring is ruined I dunno if I can get it corrected elsewhere. The girls seem nice, but whoever did the job did it poorly and messed up my ring. Never again read more

If I could give this negative stars I would Purchased 3 items back on Nov 20, 2020. One had to be ordered by the store via the Kay Web site. By Jan 2021 still no merchandise. No phone call or emails from the store regarding the last item. Phone calls and two trips to the store for refund. First trip seemed promising. Sarah was very helpful said we should have refund in 3 - 5 biz days. Two weeks later, no refund. Second trip to store. Young man who did not give his name, made some phone calls and also placed the blame on "temporary holiday help" advised him the store mgr should take responsibility for keeping an eye on things that were ordered after the "holiday help: was let go. I have no respect for anyone who passes the buck to someone else. Store mgr calls me the next day. Said we are calling customer service on your behalf to try to get this issue corrected. WHAT now your doing me a favor !!!? Finally I called my credit card company and filed a complaint. As soon as I did that the item was delivered to the store !! Mgr Allesia calls and advises item has been received and I can either pick it up or she would still issue me a refund. Well of course I took the refund. Which they said would take up to 10 days for me to receive. Remember they have had my money since November 2020 Apparently the store is unable to issue a refund until the item shows as received by the store. All they had to do was show the item as received and do the refund, but they refused because the item would then show in their inventory and they would not physically have it in store. I will never purchase another item from this store. Do not have anything repaired in this store. They send everything out, nothing done in store except may a link on a watch or chain....If you want a great store go a little out of the the way to Nettles Jewelers in St Augustine. Great service, family owned, all repairs done in house, master watch repair also read more

***Ruined my antique ring from my Grandmother who is passed***and corporate refuses to help. Have had several phone calls in regards to my antique ring that was supposed to be fixed and resized. The Jeweler took the liberty and plated my antique ring when myself, the store staff and notes on the ticket said not too. Now, I have had several phone calls with corporate and they refuse to replace the antique ring. The last phone call I requested a manager. Today, I received another phone call from a case representative, not a manager. DO NOT BRING AN ANTIQUE TO BE FIXED. I was promised work, and got something completely different from a lack of communication between the Jeweler and the store. The case representatives at corporate keep telling me reasons why it is not their fault. I will be taking this to the BBB. This is so disappointing on so many levels- my ring from my Grandmother who is passed has been ruined. read more

Sent ring in for repair, comes back un-repaired and wants $300 more to repair. Customer in never correct and management is always right. Do not go here! read more

Poor standards of service. My husband has spent a great deal of money there on gifts for me. When I took something in to have it repaired that was in bad shape after a very short period of time, they were less than courteous or helpful. They do not stand behind their products. We refuse to go back read more

First and foremost customer service is horrible. I come in every year to buy my mother a birthday gift but I was testing them first.. I have previously paid 3 separate times to get 3 of of my watches sized and was told anytime I needed them to get adjusted come in because they are covered now. I was just in there with my friend 2 weeks prior with my friend who tried to get his Invictia sized they worked on it infront of us but their tool were not durable, never mentioned anything about Covid. Today I came in and was denied service their excuse was covid but I was just literally in there with my friend. And I planned on purchasing something as well but with them its like if you're not buying they don't care what your in there for. The lady first said she would have to check if their still doing watches she didn't even attempt to ask a co worker she just blinked her eyes and magically came up with an answer.. that crazy and I work in customer service that was pure bull*****.. Go to the St.Augustine location instead they are WAY more professional! read more

Unsatisfactory customer service. This Kay Jewelers Asst. manager was very rude, hung up the phone and does not stand behind their products. My wife and I have bought numerous pieces of jewelry from Kay and Marks and Morgan and everyone is extremely kind up until the sale. Once the sale is complete if you need repairs or are having problems they will recite the policies to you and provide no assistance. Even though it is within their power to rectify situations, they send you to the 1 800 number where you call and they are just as rude. Very disappointed and will not shop or recommend their products to anyone. By the way, I have had my ring for 5 years and in 5 years it has been sent in 3 times for repairs. This time, since it is over the 6 month period, they will do nothing. Even though the jewelers in the past have admitted that there is a flaw in the design of this ring. read more

I brought my Fossil watch into this Kay's location to have a battery replaced. When one lady was having a hard time getting the back off, the other lady tried and finally got it off. The battery was replaced finally, but she was having a hard time getting the back on again. She put it in a machine and was pushing with all of her weight. She did get the back on and she said she was going to set the time for me. It was taking her a long time to set the time and I couldn't figure out why. She finally handed it to me and I did not look at the watch, I just put it on my wrist. On the way home I noticed the time was incorrect, but as I was driving I decided to fix it when I arrived home. When I got home I noticed that the hour hand was broken and it was floating around in the face of the watch. The lady that said she was setting the time could not have done so with the hour hand broken. I am quite sure she knew it was broken and never bothered to tell me. I called the store and told them it was broken and they had me bring it back to the store. They said they would send it off to be repaired at no cost to me. I paid $27 to have the battery replaced, drove home and had to drive back again, and not I have to wait 3-4 weeks to get my watch back for being repaired. I am so frustrated with this situation. I WILL NEVER GO BACK TO THIS STORE AGAIN AFTER I PICK UP MY REPAIRED WATCH. read more

The customer service was wonderful and several of the girls came over to see how things were going. Everything explained very well and told of some alternatives for me in selection. I will definitely use again. Impressed with their knowledge... read more

The assistant manager lost our business, he kept waving a credit app at the salesman trying to get us to fill it out. No way I will fill out a credit application. we had bad luck with a store card credit app years ago and I have not filled out out in over thirty years. We finally walked out after we overheard him say something to out sales clerk about "he had to get us to fill one out", No we don't!!! read more