So first I got the ring with the blue gem 💎 I bought it at Kays in AZ. While I was in the process of moving to TX the stone fell out. I took my ring to the Kays here in Lubbock and received the most amazing customer service! She first offered to send my ring out to be fix. Well I really didnt want to be without it as it means something special to me. So she then offered to find the ring in store. Since they had the same one but it was white sapphire she offered an even trade after I explained why the ring was important to me. Although its now a different color I am still in love with my ring. The woman who helped me was very understanding and empathetic. I wish I had gotten her name because she deserves these 5 stars! Ive gotten many pieces of jewelry from Kays and had never had any issues with it until this piece. The fact that she made it right and gave me options shows Kays cares about their customers and jewelry they sell! I go every couple of months for a cleaning and inspection and every time I come in everyone is always so nice! Even knowing Im not there to buy anything! I know sales people and how they work but Kays employees arent regular sales people, they get invested in why you are there and are always honest and kind. Ill most definitely keep going back! Maybe next will be my wedding set 😉. Thank you Kays and your employees for helping me out! This ring means the world to me and Im happy they made it right!

Thank you Nancy for being the BEST jeweler I have ever gotten to work with. Everyone should ask for Nancy to help them. She actually cares about you finding what is best for you. She takes the time to listen and look for what you want. She is truly appreciated.

These ladies are just so super nice to me and my family and are always knowledgeable about everything thanks ladies

Great store and very nice staff, always very helpful and knowledgeable

Love Kay Jewelers. Nancy was very helpful and eager to assist.

Our visit to Kay was very good all around. The service we got from Sophie was what set it apart from the other big name stores we shopped. Price was comparable but service won our business.

I love my man & is watches there beautiful 😍 Thank u Nancy!!!

The staff is very helpful and friendly. Every experience has been very pleasant ☺

These ladies were awesome. All three woman, Miss Taylor, Miss Emily, and Miss Rachel all spoke when we walked in. They provided great customer service with a vest of knowledge about diamonds.We said we just needed my bracelet clean and the three woman had nothing but nice things to say. Miss Rachel remember the bracelet from over 16yrs ago.They are all so friendly and displayed genuine smiles.Thank you ladies, See you in six months.We drove from NM to Lubbock.

Taylor was sweet and very helpful! She does a great job and works hard! She helped my fiance and I pick out my ring and explained every option clearly and perfectly!

They are great customer service

Best selection and best service. Will continue to shop there.

Emily is an excellent person to go to,she has been a part of my engagement from day 1 and she just recently made the final purchase of my ring happen,I dont know what Ill do if she ever decides to go else where so I pray they never let that happen☺the rest of the staff is super as well.

If I could add stars to this review I would. I dont usually leave reviews but today is a a good day for a good review. I recently noticed that one of the prongs on my engagement ring was off and the diamond was a bit exposed. I took in my ring in and Emily was so quick to get pictures taken and the ticket in the system for my repair. She emailed me the pictures while I was in the store and made sure that I got them! A few days later I realized that I was going out of town and was going to need my ring much sooner than it was supposed to be in. I called and Grace was so amazing. She didnt promise that it could happen but made me feel valued and said she was going to try her best to do what she could to get it in time for my trip. She called me back and said that it could be done! I am very pleased with both Emily and Grace! Thank you so much for all you do!

Good Jewelry at a great price!

In the ever increasing competitive retail environment its refreshing to see our local Kay team consistently delivering solid customer service. Especially with the recent announcements from Signet, employees were still exceeding expectations. If you are looking to make a purchase decision ask for Gracie, she has been a pleasure to work with.

Poor customer service after the sale... we sent my fiancé’s ring with them to get it matched up with her newly bought enhancer, the enhancer was perfect but her 1 year old engagement ring got sized 2.5 sizes bigger for no reason... no one there can help us besides our sales person (who was great by the way) but the area director still hasn’t contacted us as promised... we were told he did come up with a solution but no one seems to know what he meant and is not willing to call him or communicate what needs to be done... this type of service after the sale has lowered my 5 star experience to a 1...

Amazing experience found the perfect ring for me and was so easy was helped immediately.

I loved it!

Best customer service in town! The staff is very knowledgeable and they are not pushy.

My ring (and lifetime warranty plan) was purchased at Kay’s 14 years ago. The diamond has been lost and now they are claiming that they have no record of me having the ring inspected every six months, since they’ve gone paperless. Before going paperless (1st 11 years I had my ring) they show I had it inspected like clockwork. Now that I know longer receive documentation from them with each inspection, they show no record. The service I’ve been given has been horrendous! Very rude and unprofessional! Would NOT recommend!!

Bought my wifes engagement ring here. Diamond fell out of the ring about 2 years later. They have a warranty system where you have to get your ring inspected every 6 months, well that only counts if they actually log that you came in, which apparently they dont. Even though I paid a lot of money for their warranty, they didnt log the last time that we came to get it inspected so they refuse to honor it and any conversation with them results in them blaming us for not making sure they did it.

They are top notch Their selection is great and the service after the sale is over average.

I received quick attentive service and left pleased with my experience.

I kove this store so much I highly recommend amyone that shops at Kays Jewellers to ask for Taylor she is the best!!!

Great service great prices great place to shop

I have been a loyal customer to Kays for years and the first experience was great however lately the service has been just awful! When calling about my ring the First Lady was really rude and sounded super annoyed that I didnt have a claim number, in an email I never revieved and no it was not in my junk mail either! Then the second lady got in and proceeded to tell me the email may have gone to junk mail nothing was sent. Every time weve gone in store we have had to wait over 20 minutes for help overall just tired of the awful customer service.

HORRIBLE. good service when they are making a sale. Horrible service when they wont refund you your$900.

All the employees are very friendly and professional

A friend of mine went there and was treated rudely because she was black this really infuriates me in this day and age that one of the sales associates who are supposed to be professional would treat somebody this way because of the color of their skin.

The lady was very helpful

Sales rep charged for resizing fee without mentioning, added warranty without asking, and claimed resizing alone would be more than coverage plan he sold me without asking.

Very kind employees.