Ive bought things from this store, and had no issue buying anything; however when you need to return something. They had me waiting over 45 mins to get a return on an item bought online. Had both receipts (paper and electronic), got help from 4 different employees, all to be told that they couldnt find the transaction. That we had to go to the store we picked the item up from (Elkhart location); which we did, and was out of that store within 5 mins after them accepting the return with no issue. Crazy how you have no problem taking my money, but have an issue giving it back on faulty product. Avoid Kays at the mall and just go to the one in Elkhart or Goshen.

If you want to be ripped off when it comes to paying thousands of dollars and paying for a warranty. Look no further than Kays jewelers for the worst experience of your life in regards to customer service and making things right. They wont. Theyll keep your piece for weeks if it gets broken and then lie about why they cant fix it. Only left wondering why the hell they gave you the run around in the first place. If you value being treated fairly, shop somewhere else.

I waited for twenty minutes while I was on my half hour break. No one even said, hello.. This is a completely different staff than it was pre-Covid. Too bad. The other staff was awesome. I can spend my money elsewhere.

Dear Kay’sI came to your store 6/19/2021. To purchase gift for my husband Father’s Day gift. Sign stated one customer at a time. So I got in line no other customers in line causcian women shut cage/door in my face and said come back in an hour. At least three others workers behind the counter someone could have waited on me. This discriminating service is still taking place in 2021. I did file a complaint with customer service nothing yet. I take it that Zales/Kay’s have enough money to turn away hard working citizens of color. With all that is going on in this world I would think people would be polite if nothing else. No other store in the Mall was closed. I purchased my husband gift from your competitor TAJ Jewelers. Customer Service Does Matter! And so does fair treatment for all.Mrs C Williams

I was pretty upset after my first visit that I had today I got there to go pick up my ring for the 3rd problem in the past 6 months I got there at 11am in which their signs on the walls outside their “mall shop” or whatever you want to call it I stood there until 11:23am waiting as they watched me stand there to just come up to the door and tell me they don’t open until noon to come back later so my very angry boyfriend came inside as we sat there until 11:35 when they opened the door and all began to come out turning off the lights and when I proceeded to point out that their business hours sign said 11am the older lady there asked someone inside to give her a pen she then took the pen and scribbled out 11am and wrote 12pm and then left, that was the most rude and petty think any business worker has ever done to me the store manager watched it happen so I really didn’t have anyone else to complain to oh and by the way when I went back at 1pm their sign on the other wall still says 11am and I have picture proof with a time stamp y’all can keep your jewelry and I’ll take my money elsewhereAnother problem is I was told my ring was 100% sterling silver and it had no nickel being I’m slightly allergic and yesterday I was informed that all their silver has 5% nickel and that is the reason my ring keeps breaking my skin is literally eating it so I was lied to in the beginning and now I have a very low quality ring that my boyfriend spent way to much money on we have better luck at Walmart

My experience at Kay Jewelers was much more than I expected. It was very clean and I was provided with a prompt and knowledgeable service.We found my new much loved Mavado timepiece, and I was in and out with a swiftness.Thank you to the Kay Jewelers employees at the University Park mall for making my day, I shall be sure to return.

It was a good experience the manager her name is Destiny she was very patient and helpful an it is the South Bend University Mall location i am satisfied....

Kay Jewelers is amazing. They helped me and my husband find new rings that fit our budget and time frame. They helped make sure we were satisfied, and helped get our rings ready before Christmas. Thank you Kay Jewelers!

Buyers BEWARE - their jewelry is junk! My wedding band (which is a wrap) has snapped into two pieces twice within just two years. Each time they need to service it they have it for 2-3 weeks, not to mention the multiple times Ive had it in to be serviced for missing diamonds. I recently picked it up from being serviced, and 2 days later, see that there is once again a missing diamond. I took it immediately back for repair and was told (they quality check the jewelry before it leaves the store) this is a lie, I OBVIOUSLY had a lose diamond that was missed during their quality check, and now they will have my ring for another 14 days...Bottom line: Do not buy from this store!

The sales person was fantastic and we had help almost as soon as we walked in the store! Will def go back

I have shopped with Kay Jewelers on several occasions and I have never had a bad experience. They are very friendly, knowledgeable and helpful getting exactly what you are looking for.

Went in to get my ring inspected and had a HORRIBLE experience. My ring is originally from Zales, which has closed in our mall, and I was directed to go to Kay to get my inspection done. I went in and spoke to Grace, one of the assistant managers, and she was nothing but rude and horrible. I was informed that she could not complete the inspection without a paper from Zales for her to sign, which I’ve never had. I informed her that I had my warranty paperwork and she said that she could not help me. I called Zales customer service and they stated that they were unsure why she was stating that and they called the store and spoke to her. After an uncomfortable call with Grace they were not comfortable sending me back into the store. I was instead sent to Jared who, as always, did an amazing job.I would not recommend Kay Jewelers in a million years and would not ever recommend working with Grace.

Wonderful customer service always a pleasure!

Tasha assisted us today looking for wedding bands. She was very friendly, personable, honest, and helpful! Good experience!

My husband bought me a pair of $300 hoop diamond sterling silver earrings from Kay’s and they are constantly turning my ears green. I went to the store and spoke with the store manager who told me I can trade them in but I would need to buy something at least double the price so that way I still would have to pay them another $300!! My last pair of hoops were from Kohl’s for $200 or so and they NEVER turned my ears green!!

Phone are left in answered during regular store hours.

This used to be a jewelry store that happened to be in the mall, now this is run like a mall kiosk with a brand name cover. Thousands and thousands of dollars spent here by my family as we have been going since they first changed over from JB Robinson. Bought engagement ring/wedding set here seven years ago. EVERY SINGLE TIME I take it in for the warranty inspection it takes at least twenty minutes...they can never find my warranty information. They say its there for the gold, but not the diamond - yeah, because Id buy gold warranty but not warranty the Leo diamond! This has happened every six months for SEVEN YEARS! Every time I need it sized or re-anodized, they miraculously find the diamond warranty - then claim I have no gold warranty. No matter how many calls I make to corporate, no matter how many managers at the store I speak to, it never fails. This last time when I went to have it sized three weeks ago, they managed to pull it up fine for the first time ever! I got the ring back, and after wearing it realized that the band was only half the width that it had previously been in the back (I specifically chose this band for its thickness as I have broken many at work); not only making it flimsy, but throwing off the weight of the ring, making it impossible to keep the diamond out of my palm. When I took it back in to talk to them today, the manager Ann - who had pulled it up just fine three weeks ago - suddenly couldnt find it again. She expected me to be able to tell her how. She then accused me of writing down previous reference numbers wrong, questioned corporate when she had them on the phone, said I must have bought it separately, anything she could say.. An associate came over and said that she couldnt believe my ORIGINAL receipt (as I literally had 12 pages of them with me since this happens every time) is correct because she NEVER remembers Kay Jewelers having such a low rate on warranties. I then called corporate myself, while still there. I did raise my voice and when asked to quiet down, I asked them to understand my frustration after SEVEN YEARS OF THIS! I was then told that I needed to call corporate somewhere else as they didnt appreciate my tone! I did not leave. Corporate was able to pull up the information on the phone with me in THIRTY SECONDS! Ann wanted me to write down EVERY BIT of information the phone rep had on the whole sale - even though the phone rep was saying they shouldnt need the whole file, usually just a few pieces of information. After hearing me tell the rep on the phone that they were just sitting there staring at me, they finally asked for just THREE pieces of information, and like magic - there was my warranty. I asked the phone rep what to do as I am sick of being here an hour Everytime when Ann starts trying to talk over me that Im lying - it had only been twenty-seven minutes this time. At that point I told the phone rep that I dont trust the people here with my rings anymore. She said the only thing I could do would be to take it to another store. The phone rep was so disgusted she had already started a complaint to file.. I walked out if the store with no apologies, hearing the women talk about me as I left. I will never go back, my family will never go back, and I recommend no one else go either! *Also heard another customer call in while there, and two other reps talk about how they couldnt even FIND that customers ring after going through the whole drawer....

Super helpful and friendly! I would recommend them every time!

Majority of my good jewelry is from Kays. Love what I have. Have had service on some items without any problems. Have always been treated well. Will definitely continue to shop here.

This review is specifically for the long wavy dark-haired female employee at the store. My mother took in my wedding band to get cleaned before the wedding, and the employee found a chip in one of the diamonds under the microscope.Thankfully this issue will be resolved before the wedding, and I am SO THANKFUL that the dark-haired lady takes such pride in her work. I wish we had gotten her name.

Thief’s

This store is fantastic and the staff is incredibly knowledgeable and will not hesitate to go the extra mile for you. Strongly recommend shopping at this store.

Great staff dont buy any watches been back to get my watch replace 4 times

I was lied to! They told me the wedding ring could be sized to whatever we would need it!!! I now have a 2ct engagement ring that is 1 & 3/4 size too big and cannot be sized to fit my fiancé. The manager that sold it to me has left and the new manager said there is nothing they can do to make it right except give the ring back. Thank you for ruining my engagement thus far!!!

Not happy at all. I took a ring in to be sized on the 17th of November in University Park Mall. The lady told me it would be ready December 3rd at the latest and its still not in. My receipt says promise date of December 3rd as well. They should not give promise dates and tell you when it will be done if they dont know for sure. Its a well known jewelry store they really need to get it together.

UPDATE:Created a Kay Account because the associates told me it was free and I might as well so I had it when I needed it. They did NOT tell me I was applying for a credit card! That shouldve been the first thing they told me. I did NOT want a credit card, I did NOT want to share that information in the first place. It should be illegal to not inform your customers of what theyre applying for. They simply said it was a Kay Loyalty Account. Now this closed credit card will permanently be on my credit because of this.ORIGINAL REVIEW:Went in just to price some options, Destini helped a lot and answered all my questions, she even wrote out a card with a phone number and the name of the ring I was looking at so that I could call if I had any more questions. Thanks!

My experience has been horriable after me and other family memebers spending well over 7k with these ppl. I sent a ring off to be sized and they not only damaged my ring but lied to me over and over about when it was goin to be back and and then tried to charge me for the damage them or thier jeweler did and all i have been getting us the run arounds from them after i only paid to get my ring sized.. They not only have inconvenienced me but i will never spend another dollar at a kay jewlers due to this service...

Just went into the store and the lady that wanted to help asked what we were looking for and we said we were looking at rings, specifically engagement rings! She got very excited and was ready to show us rings until we told her we were looking for opals instead of diamonds! Immediately you could tell by the look on her face she was turned off by the fact that we were going to spend that much money on a ring and didn’t take the time to show us, instead she just pointed at them than walking us over to them and giving options! We also asked her to measure me and I gave her my left hand and she looked at me like I was dumb and said the other hand. So I did give it to her even though I knew she was wrong and it took my boyfriend pointing it out to her so that we could get it right. Just ruined the whole experience. Like I understand you probably work on commission and we were very interested but that isn’t a way to treat a customer just because they aren’t spending a lot of money. Shame on you.

Worst place to buy jewelry. You spend a lot to get cheap junk. Dont bother with the warranty they do not stand behind them anyway.

Great service

Gary is the greatest guy! He is always there to help us and he does it with the upmost respect. Thanks so much Gary you are the greatest!

I walked into the store and had no greetings. Walked over to the counter where an employee and store manager was to ask a question. I had the worst service. They didnt want to help and made me feel like I was bothering them. I feel like there were stereotyping me by the unwillingness of my business. They hurriedly showed me there website on theor ipad. I looked through a couple pages, then had to walk back to the employee to return his ipad!

Associate didnt know what she was doing couldnt find the ring thought i had an account didnt see paid in full written on ticket

Walked in at 1530 barely any customers, and they had plenty of staff. Walked up to and stood in front of every staff member just to be ignored. Went from wanting to upgrade and replace my wifes wedding set to being treated like dirt by the staff here....like we were invisible. Made my wife leave in emotionally. I WILL NEVER do business with kay jewelers after how the staff here just treated me wife.

Great place to buy jewelry!

Cheap jewelry, look around before you buy