I just purchased an engagement ring from here, working with Eniabell (Belle) and the assistant manager whose name i didn't get. Initially the manager Belle was great, but once they got the money they became impossible to contact. Belle the manager told me to contact her on a weekly basis, on the first week i texted the email on Belles card like she told me to but got no response, so i called the store and the assistant manager answered in a nasty aggressive tone. Never heard back from her or Belle after that phone call even though they allegedly took down all my info to pass to Belle. Ring was due in on Dec 22, website says its ready. Still no contact at this point from anyone. I go in the store, they tell me its not ready to be picked up yet. They tell me they will call me when its ready, but never did. I had to call them the next day to verify it was actually ready this time. (Took over 10+ tries calling to get ahold of them this day.) Prior to this, after hearing nothing back at the 1 week mark, i tried calling 4 days at various times and never got an answer or call back. The entire time i was only trying to follow Belle's instructions but they made me feel like i was being a problem and inconvenience. They will be nice and courteous right until you give them your money. Then they treat you like garbage. Horrible people and location. Also side note, the assistant manager wasnt even planning on including any box for the ring until i had to ask for it. She was handing me the ring in a clear plastic bag until i asked if it came with a box. EDIT: Now they are calling me once I posted my review. Nice to know your phones are working now when you need to call me but not the other way around. Have corporate call me or leave me alone. You've lost my business permanently. read more

We had my wife's wedding ring set, that she redesigned through Kay Jewelers, sent off to be cleaned and dipped, and now they look amazing. The Customer Service was excellent at the Winter Garden location. Sharon went out of her way to make the visit and personable. She also recommended that we insure our rings for their lifetime so if anything ever happens to the rings, they are covered. read more

I hardly ever take time to write a review but this experience was more than worth spending the time to write it! This was the most absolute worst customer experience I've ever had. I made a purchase on line and didn't not get what I expected from it! Customer service said I could return it to any Kay! I went to this one, and they told me theres nothing they can do, they can't return it! I read the policy to them and they stood their ground and didn't return my ring. (I received the ring the night before I tried to return it and was well within my return date). The manager was the least helpful or accommodating person there and I'm shocked they chose her to lead her team! What an embarrassment to Kay! I'm never going back into that store!! read more

Got my wife's engagement ring here...got my wedding band here....but NEVER coming back. They quoted the extended service plan (ESP) when applying for the credit for the engagement ring...got the credit, of course...but the final price when picked up didn't include the ESP. Didn't notice it until we wanted the ring re-plated for the wedding. Long story short...the manager, Fiona, literally told me (this is word for word), 'if you wanted it, it's up to you to ask for it.' Basically what they did is apply for a high credit amount to meet their quota like all stores do...but not actually give the ESP to you. Fiona was so disconnected to us as loyal customers that I flat out told her we were never coming back...and if u, the reader of this post, is considering Kay's...go elsewhere. I know we will in the future. read more

Worst customer support! They simply agree with you to appease you.. They make no attempt to fix the problem.. I bought my wife a bracelet for Christmas.. My concern prior to the purchase was Will it not break.. The reason for this is I bought my wife a bracelet 2 years ago and it has broken at least 4 times.. This was not because it got caught on something it just seem to break under normal wear.. so when I went in to buy another one I spent a lot more money to make sure it was a higher quality bracelet and I was reassured from the sales person that this bracelet would not break very easy. After giving it to my wife on Christmas day it broke one hour after she was wearing it. I brought it in and asked them what can be done to prevent this. They said they understood but nothing can be done that I should register it on my homeowners insurance. Then I ask can I return it their answer was no that it was past the 30 days. Well of course it was past the 30 days because it was bought 2 to 3 weeks prior to Christmas. So it's been 21 days before the gift had even been given. I asked to speak to a manager and was told there was none available and there was nothing they could do. This is not how you handle customers this is how you patronize customers. Needless to say I have to take a chance that this will not fall off and be lost especially based on the cost of the bracelet. So do yourself a favor stay away from Kay Jewelers!!! read more

Do not go to this store if you're looking for any kind of customer service. They don't care at all about their customers, and they will not help you in any way. After spending thousands on a new wedding set, they would not allow me to pay for a rush sizing. They told me it would be 2+ weeks for sizing. I left the rings with them, because I'd just spent a fortune on their jewelry warranty. When I called them back later to see if they could possibly get the rings back prior to black Friday (2 days early), the manager was rude to me and told me I should just send someone else to pick it up (because I expressed I didn't want to go there during the holiday shopping rush). After tat, I said I just wanted my rings back. The manager told me no, and said again I could just come later to pick them up (it won't be busy the Monday after thanksgiving). So ... According to them, I can't even have my own property back. This place is the worst jewelry store I've ever been to, and I do not recommend them in any way if you want to actually enjoy owning new jewelry. read more

My fiance purchased my engagement ring there and a month after I got the ring diamonds are already coming off and they send it in to be fixed but came back with melted extra gold on it and looked horand was done really fast and bad ! They told me to send it back in if I didn't like it but it brought the value of my ring down because of them not me ! They don't care about your jewelry once they have the money ! I will never buy something there again and i will tell people about my horrible experience and the people there are very disrespectful. read more

Will never go to this store again. I walked around for a few minutes before anyone even acknowledged me. Told the sales associate (who I think was in charge) EXACTLY what I was looking for and the price range and literally got no help. A good sales associate would have offered suggestions but all I got was tell me what you want to see and I will show it to you. I asked in three different ways hoping she would make some suggestions but got nothing in return. If the prices and types of metals were displayed in front of all the items then I could just do it myself but when that information is not readily available you rely on the sales associate to guide you in the right direction...none of which she did. I very rarely give negative reviews so if I go out of my way to write a poor review, then it was a pretty frustrating experience. Not sure who owns this store but your sales team cost you at least one sale last night. If it matters, you will improve. If it doesn't, then hopefully your business will weather the storm b/c I cannot in good conscious recommend your store to anyone. read more

This is the worst service I have ever had my wife's rings got worked on and when we got them back they looked worse then before customer service and store manager don't care they refused to do anything about it the worst jewelry service I have ever seen read more

Do not buy from here. An absolute rip off. My sister-in-law went in and purchased a diamond and was overcharged for. She asked me about the diamond after the purchase. I asked to see the certificate and specs of diamond. I knew from the start, that when I saw IGI, their standards are pretty low when it comes to certifying diamonds, they are loosely graded. Quality of IGI are not as great as GIA or AGS. I told her she was overcharged and needed to return it. The manager had the audacity to tell her that I probably was not educated when it came to diamonds. Lady, I own diamonds. I did my research. Don't tell me I don't know anything about diamonds. I spent 4 months researching diamonds before I came across the perfect diamond for my own ring. And, NO, it was not from KAY! It's from a reputable diamond wholesaler, with NO laser filling. Don't try to talk down my diamond just because yours isn't up to standards and you got caught trying to up-sell a shit diamond! read more

My son went here during the holidays to shop for his girlfriend. He did go in a shortly before closing time and was working with a sales associate. Then a buzzer went off the associate closed down her computer and bluntley told my son " you have to leave we are closed" After he told me this I called the next day and spoke to the manager Fiona. She said they allowed my son to come in at closing since they had another customer in the store that was actually making a purchase.. UNTRUE with her timing.. We dropped our son at the door and drove around the shopping center and decided on eating at Panera, If this was the case my Panera Bread receipt would not have stated I ordered at 8:47pm. I told her I did not have a problem with their policy of no one in the store at closing but that they could have explained their policy to him and gave their holiday hours for him to come back or even offered for him to browse the website and come back to the store to see in person or order from them. I feel my son was discriminated against due to his age as well as treated rudely. Would they have told him this if he was making a purchase at closing? This is a young man that would have had years of dedication at their store in the near future but not now. The customer service here is lacking and to top it off I called home office they apologized but no one seemed to concerned to call me back. Our business will never be with this company or their affiliates. read more