I bought a necklace from Kay Jewelers for $100, and within one week the stone fell out. When I went back to have it fixed, they refused unless I paid an extra $50 for their so-called "protection plan." Why should I pay half the cost of the necklace again just to get them to stand behind their own poor-quality product? They also flat-out refused to refund me. The customer service was rude and dismissive--both in store and over the phone. It felt like they couldn't care less about making it right. This is exactly why people choose Amazon or other retailers--at least their return policies make sense. Kay Jewelers' policy is an absolute joke. I will never shop here again, and I'd warn anyone considering it to save yourself the frustration and go elsewhere. read more

DO NOT. UNDER ANY CIRCUMSTANCES. COME BACK TO THIS STORE!!! My fiancé bought my engagement ring 1/26/25, gave it to me 7/10/25, we took it to be properly sized 7/16/25. A week or so later, we go back to pick up the properly sized ring. There were sizing balls on it which I didn't know was going to happen and it was still too big. To get my correct size, they told me they have to special order a new one. In the meantime while I wait for the special ordered one, I get the one with the sizing balls that was still too big. Maybe two days or so after I got it, a diamond on the band fell off. Three months pass by and I haven't heard of any updates on the special ordered ring. I call and ask for an eta, they ask when my wedding date was.. what does that have to do with anything? So you're saying if my wedding tomorrow you'll rush the order but if it's not for a few months you're going to continue to dick around and not give it to me? I end up getting the ring a few days after calling (9/27/25) and asking them to rush the order. Had the ring for two days, to my prevail, once again, a diamond falls out on the band. The presence of the employees in this store makes me so uncomfortable and irritable that I didn't even want to go back and get the diamond replaced. Fast forward to the other day (11/28/25), I'm sitting on my couch, I look down, my main diamond is missing. I am so so upset. I now have two diamonds missing (for the second time!). At this point I don't want them to repair it yet again, I also don't want to have to go to this awful store once a month every month for the rest of my life for them to replace the diamonds. Perhaps just make better quality rings. I go to the Monroe location today to see if they can help me, thankfully their customer service is 1000000000 times more helpful than Taylor could ever begin to be. Although, unfortunately since we didn't get the ring from that location, they couldn't refund us. They direct us to a customer care number. I speak on the phone with a woman in customer care who tells me, not only will they not refund me but they also won't exchange my ring for a different one. That I need to go back to Taylor and have them fix/replace the diamonds that fell out. I go back to the Taylor location, explain the situation. When I told her there's no reason my main diamond should be falling out she replies with "it happens" (KEY PART TO THE STORY). We told her we want a refund and it makes no sense for us to fix and or buy a new ring from this company when they're clearly poorly made. She said "this isn't common and doesn't usually happen"..... didn't you just say two seconds ago that it does apparently happen? I mentioned I've seen numerous reviews with similar stories to mine and she asked "how old are they, because we have 4.4 stars" what does how old a review is have to do with anything? Regardless if it was two years ago or yesterday, numerous people have had similar experiences to mine. The store manager Amanda was not helpful at all, every time we go in there and talk with her she speaks to us like we are stupid. Mind you, all the while this is happening, there's 3 or 4 other employees standing around clearly glaring at my fiancé, mother, and I. This ring and experience was supposed to be one of the best moments and things in my life, this store has completely ruined it. Hopefully with a review that's not "old", the point will get across that even after numerous years later, your service is still shit. read more

Valentino assisted me on which piece to purchase. He was friendly and gave me advice about various pieces.

Have no idea how I came here and see a 2.5 overall rating. Clearly people are getting the manager Amanda Burkhard to assist them. She was AWESOME!! As I read other reviews they are either a 1 or a 5. Of course I am giving this store a 5 and I am going back soon to get my GF a nice birthday present! read more

I've been buying from Kay's for over 6 years now, never once have they let me down. Nicole always takes the time to make sure we are satisfied with our purchases. Kim and Rich are also great to deal with. They definitely take pride in what they do. They know I'll be back! read more

Nicole was so sweet and was quick and helpful with what I wanted. Will definitely return!

This store has horrible customer service!!! I spent over an hour in one today and the people in there did not want to help me after they had broke my ring when I sent it in they had told me that I could either upgrade for equal or more value or I could have the same ring.. I chose to upgrade I bought my ring online and they said bring it in and they would do the exchange and credit my account the amount of my broken ring... When I went in there today they didn't know who i was and told me They couldn't help me so it's obvious they do not communicate with each other .. Well I had to complain and threaten to call corporate before they even helped me !!! Ugh spend your money somewhere else that actually cares about their customers before you go here! read more

So rude ! me and my boyfriend went there to ask about a resize because we ordered it online and it came very small. So we called and they said to come to any store and get it resized for a SMALL fee or exchange it for the right size. Well we go to this store and ask about a resizing and the lady that was working told us it was 80 dollars to get it resizes unless we had a warranty. We did not because we already spent 500+ dollars on this ring and the warranty was going to be 115 well we said no just a resizing and then she refused to do it because we did not want a warranty and we asked about a exchange and she told us no because the size was unrealistic and we just asked for a size 8. She went on about the warranty and we kept saying no and asking to speak to someone else and then she told us to leave the store because she felt we were making her uncomfortable. read more

RUDE RACISTS! After they finished serving everyone else including people who had come in after me, once I was the only visible person was I finally offered a, "How may I help you?" Visit the store for yourself and you will certainly see what I mean. I Entered the store to pick up a very expensive gift that was purchased on line. I had just left from working out at the gym so I still had on my gym clothes. Usually I visit places like this when I'm getting off work so I may still have professional clothes on. Idk if I look too young, because of my race, or clothes.... but there is ABSOLUTELY no reason to ask for additional forms of identification when I have described the item, given my address, my license, and the order number, and the manager on duty still refused to give me my package that was already paid for in full. I certainly won't ever frequent this location nor store EVER! I guess it'll be Zales or any other Jeweler but Kay! Every Kiss just ENDED FOR KAY! read more

They are very rude to me. The manager told me to go to a different jewelry store when I went in there to complain about me not getting my $500 back from returning something. It has been over a month and I still haven't got my money back. I had to call corporate and now I'm getting my money back. I just got my statement for my kay card in the mail and it said the credited it to my card when I paid cash. So corporate is now refunding it to my debit card. I have a $4,000 limit on my kay card and you think they would treat me better. I will never buy anything from kay again. read more

This store like all other kay jewelers is not worth your time or money. They have a very selective memory when it comes to things they promise you then change their mind when it suits them and makes them money. We have bought both my and my husband's wedding rings here and have had them checked regularly because they are under their plan. Well conveniently when I went this past time to have my husbands ring fixed because a stone had fallen out (covered by the plan) they had no record of the rings ever being checked (one of the requirements) when I could prove we had, apparently we were over the 6 months by a few days so poof no coverage when they had told us previously they were flexible within a month with getting checked. Also, this past Sept. for our anniversary my husband bought me a ring that has a sapphire in it to symbolize the month we got married. Since we bought it, it has had to be resized as they did it wrong the first time, the middle diamond fell out, and the ring band broke. I am over the spotty craftsmanship and their snotty workers. This will teach me for dealing with a chain jeweler, next time I will gladly spend my money at a local mom and pop type store. read more

My fiance bought my ring for me here, and I LOVE it. The customer service has been great everytime ive gone in there with questions. My ring is gorgeous and im so thankful the associates working were patient with him as he made such an important purchase. We are going back to purchase his ring and my wedding band there in a few months! :) read more

Terrible Kay location. They were supposed to have a ring I was having made done mid January, still don't have it. I called them 2 times, was told they would call me back, and each time I received no call. I had to call them back both times, a week later. The ring was meant for a Valentines Day present and it will not be here on time now. I called again and never received a call back today. NEVER USE THIS LOCATION! Terrible customer service and a lack of professionalism. I would say use the one in Monroe as they have been great. However, I will be trying Zales next. read more