Brought in an engagement ring for repair because a stone was loose, they tell me itll take 2 weeks to repair. I call on the promised date only to be told it wasnt ready. I go in person a week after, and noticed a diamond was missing from the ring. I am told by the assistant manager that it has to be sent in again for repair and was promised expedited shipping, saying it would only take a week. I call a week later and was told that the ring hasnt been shipped out yet. Three weeks later I call to make sure that the ring is ready for pickup, only to be told that the ring is broken and has to be sent in for repair a third time. Nearly 2 months after the initial repair and I still do not have the ring. I have called customer service and they refuse to give me an exact date, only saying itll be ready in 2 weeks. I am extremely frustrated, this is the worst customer service experience I have ever had and do not recommend purchasing anything from this store. A waste of time and money.Update: in February they informed me that the ring could not be repaired and instead be replaced with same-styled ring. Was not happy because there is sentimental value behind the original ring, but we agreed to have it replaced. Fast forward to last week, I call to confirm that the ring is ready for pick up and was told that it would be ready may 12 2021. I call again on may 12 before showing up to pick up the ring and was told the ring with the missing center stone is here. When I told them the ring was supposed to be replaced they said they know nothing about that and only have the original damaged ring. It has now been 7 months that my wife has been without her ring and I still dont have answers.

Very good service with affordable price. Better than other Kay Jewelry Stores.

Their services are always courteous and trustworthy.

I do not understand why people are rating this store one star. Ive been coming to this store for years, I know the manger and most of the staff theyve done nothing but great things to accommodate me. They always offer you a credit card option but dont pressure you to sign up and respect your opinion if you want the card or not. If you are going to come to the store see the manger first he is very knowledgeable and professional and highly educated on the store inventory.

Absolutely the best. Made my daughter a beautiful graduation ring. Kay Jewelers amazing service and is so patient and helpful during the purchasing process. Trustworthy and friendly -- I will definitely continue to shop here and will be a lifelong customer.

Brandon is great!! He is knowledgeable, kind and has great customer service!! The other staff that I’ve dealt with have always been helpful and knowledgeable as well.As far as these negative comments seen below, YES there will be a wait if you go on a busy weekend day. If they are helping another client they can’t just stop what they are doing and help you, so please disregard the self-absorbed comments. These guys and girls do a great job handling the client volume.

The customer service was outstanding.

The place is nice, the service is 👍👍👍.

No good experience with them . Poor customer service.

Really wonderful experience. Excellent customer service, knowledgeable, friendly and professional staff. Beautiful designs and amazing quality products. I highly recommend this location for anyone interested in fine jewelry.

Great place to buy jewelry and they are always willing to help and make sure you leave with something which is a great sales technique either giving a small discount or making sure if you go in you come out with something

This store is the BEST, I know the manager OCTAVIA, he’s been helping me for years, an my friends @ family, an now I consider him a great friend,An when it comes to buying jewelry, the best way to buy is to TRUST the person who’s selling you the jewelry, THANKS KAYS AN ESP MY DEAR FRIEND OCTAVIA

Do Not bring here for cleaning!!!! They replaced one of the stones on the ring by taking a bigger rock and putting in a smaller rock. BIG DIFFERENCE but nice try

They were very helpfull in helping my Fiance and I chosing the right ring. Prices are fair, and Jason was great.

The worst customer service on the planet. Purchased a ring in November and had a stone fall out in December shortly after. Went to get repairs the day after, one woman I spoke to said it would take 2-3 weeks for a repair with a minor fee. When I called on the promised date, I spoke to another gentleman who said they did not have my ring and the minor fee would be $180, nearly the same amount I paid for the ring itself. Afrer voicing my frustration, they said their employee handled the situation incorrectly, recalled the ring and said they would swap it for free, to wait another 2-3 weeks and Ill have a brand new ring. I return to the shop a couple of days after the promised date to give them more time to have my ring ready, and the ring hasnt even been shipped to the store.If you are looking to buy anything, dont come here, better options in the mall. Im definitely never returning if I can ever get my ring back.

Great customer service. My salesmans Pierre was awesome

Replacing battery on my watch took 5 mins. Repairman was polite and knowledgeable.

Just stood here waiting and waiting, wasnt that busy aside from 1-2 customers who finished. Was told multiple times Ill be with you. Look over and someone else getting help. Merry Christmas.

The worst Customer Service and experiences ever! I have worked in the Customer Service arena for 25+ years and I pride myself in making sure each customer is handled with the utmost respect. If I fail to do so, my Manager would have my head!Well Kays Jewelers are the worst! We have purchased several pieces of jewelry from this retailer and all of the pieces have had to be returned due to a lost stone, broken clasp or missing link. The last visit was a bracelet, which I dropped off on July 30, 2017, as of todays date 9/16/2017 no bracelet! The Manager gave me another lame excuse about the shop confused the paper work, yada, yada, yada, which is a lie from the pits of hell! After telling the Manager how disgusted I am, he assured me the bracelet will be ready this Tuesday, and that he would give me a call. I wont hold my breath, but I hope for their sake, it will be ready for pick up.Please do not purchase anything from Kays Jewelers. The merchandise is beautiful on display, but the Customer Service is totally unacceptable!If you are looking for nice product along with excellent service visit Diamond Hut Jewelers! Product is backed %100 and they will take care of you regardless to where you made your purchase!!Sorry Neil Lane, you need to reconsider who you sell your diamonds to!The worst experience ever with a jewelry company!

This place is never on time with their promise date on repairs and are clueless when asking for the ETA. After the first customization on a ring purchased the engraved initials were no longer there. We take the ring in for inspection every 6 months and jewelers never documented the 1st repair on a missing stone in their system. There have been no trace of us even bringing it in for inspection. Will never again consider another purchase here again. Very disappointing.

Great service, staff understands customer needs and shows knowledge of their merchandise.

Staff seems to be in their own world with no time for customers. I waited half an hour and even asked for help but no luck. Avoid if possible

For watch repair and maintenance, avoid.

Worst experience ever - I was waiting for 40 minutes to return an item when someone finally got to me. After a few minutes I was told it could not be processed because the Internet was down (Verizon DSL and strike issues). If nothing can be processed through credit cards due to this issue, you would think they could save their and their customers time and tell them when they come in. I dont think I will ever purchase another item at Kay if I ever manage to return what I bought.

Very professional

Excellent customer service.

Very good experience

Service was great.