The store itself is good, but their telephone customer service is a bit lackluster. Theyre not able to exchange your ring that I purchased several years ago. When I first made the purchase, I didnt mind paying the extra money for a lifetime warranty on an account that would stay with the company forever. Evidently now that is not the case. I had to be a little abrasive with the representative to actually escalate the request to somebody other than her to do a deeper dive to find my information. I will change my rating at the completion of the request based on the outcome and overall customer service. As of right now customer service is mediocre at best.

I cant say enough good things about this place! They have been amazing to me and my fiancee. 5 stars all the way!

Staff is friendly during sale. My husband has bought very lovely items for me. However they sell their necklaces with 18” chains. I always use 20”. They will not exchange or change the chain at the point of sale or after the sale. Very rigid on this. So customer service is poor.Fleming Island store.

DO NOT BUY ANYTHING!! I purchased a 14k gold chain for a little over a $1,000... i went to have it tested at several professional shops and it turned out to be a complete fake! They mix their jewelry with metal. IT IS NOT REAL. Do not buy, spend your money elsewhere.

David was AMAZING to my sister and I. We are mid-twenties and we have been treated poorly at other jewelry location before. We were cautious about getting a consultation at Kay. We were treated with the upmost respect, and David was very patient with us. We had heirloom diamonds passed down from our grandmother and needed them reset in new bands and inquired about making jackets and crowns to give an antique look to the rings. He explained everything to us and showed the diamonds in the microscope so we could see the inclusions and quality. We sent my sister’s ring off to be set, and received tons of information about the future vision for our other jewelry pieces. We highly recommend this particular Kay for their willingness to work with us! (See pics attached of before and after ring)

Would give this place zero starts if I could. My fiancé and I bought a watch there with cash for $400.00. It turns out his mother also bought him a watch so the very next day we drive all the way back to the mall to return the watch and they say they don’t have enough cash to process my return. I have called every Kay jewelers in Jacksonville for the past 3 days asking if they have cash. None of them do. The employees act annoyed by us wanting to return the watch. I think they should disclose at the time of purchase “if you pay with cash we may not be able to process your return” so that people know what they are getting into. I’m not impressed with this service at all. You can tell they don’t care about the customers.

Some really nice jewelry

Very friendly staff, Great communication, Care about your needs. Customer since 2007

Ive stopped in this store several times while in the Orange Park mall and I cant say enough about their teams terrific customer service. They have assisted me with some jewelry repairs that have come back perfect. Last month I stopped in for repair to be done on my earrings and spoke to Tiffany Moulton the Store Manager rather than hand the items to an associate she knew after a look exactly what needed to fix them. Not 5 minutes later they were fixed. I offered to pay for it but she said it was something that happened to earnings if they are worn proudly. Just a tweek was needed. I took her card and said that I would write a review. Thank you Manager Tiffany and Kay!

Stopped in Kay Jewlers 10/16/21.While it was quite busy, due to their current sale, Kyra took the time to help me with MANY jewelry concerns! She has OUTSTANDING customer service! She is VERY knowledgeable and made sure she let all waiting customers know that someone would be right with them as soon as possible! That made people feel good to know they were not being ignored. She is AWESOME! Kudos to Kay Jewlers for hiring such a GREAT employee! See you again soon Kyra!!!Stopped in today to drop off jewelry for repair and was greeted so professionally and eagerly by Angelica! She gave me great customer service and made me feel like I mattered! Kudos to Kay Jewlers for having such a great employee on their team!!!

Their jewelry is cheap and they charge too much for it I bought two chains that have broke three times a piece their policy is to replace they only replaced one

I went in there to find out my ring size. Once the associate measured my ring size he rudely said Are we done?We went in there to do ring shopping but we went somewhere else due to the rudeness.Worst part was, there was no other customers in the store. But the guy just couldnt be bothered.

Amazing costumer service and excellent choice of certified diamonds! See Dave!

In and out fast people.

They never answer the phone it’s really annoying haha

Kay Jeweler in Orange Park does not have good customer service at all and they need to be retrained or replaced. I came in this morning and was not greeted at all. I was the only one in the store at the time. There was a man behind the counter that was sitting down in a chair on his phone. He looked up and saw me however didnt have the decency to say Good morning to me or even acknowledge my familys presence. I made my way to the counter and there was a woman there on the computer. Looks like she could have been the manager. She did acknowledge me however was not that friendly at all. She answered my questions but her demeanor wasnt kind at all. She seemed very bothered, tense, intimidated etc. to me. I am truly not sure why. This is not my first time experiencing this with Kay in orange park. I had an experience a few years back. This time I felt the need to share my experience with others so they know that there are so many jewelry stores in Jacksonville other then them. Please save your time and money and spend it somewhere else that will truly value your business and not just say it but actually show it. Im very disappointed as they are a very reputable place. However, I will do my business elsewhere.

Professional Sales Team welcomed us as soon as we entered the store. Robert K. is especially polite, engaging and helpful; does whatever it takes to make the sale of the jewelry you desire. Wide selection of fine jewelry is available. Beautiful styles of brilliant diamond rings in yellow, white and rose gold. Rewards program is a nice perk. It is a pleasure doing business with Kay Jewelers at Orange Park Mall!

I cannot express my gratitude and satisfaction with Robert, Johanne, and Tiffany and the entire team at this location. They always go above and beyond and helped us create the PERFECT piece for my wife!!! The customer service and personal attention is literally the best I have ever experienced and I would recommend them to anyone and everyone looking for that special piece for their loved one!!! This would be a 10 star review if that were possible. Keep up the FANTASTIC job guys and gals!!!!

I had been shopping for the perfect wedding set for months online and that wasnt working out very well so I finally decided to go to the mall. I stopped at two separate jewelers before going to Kays and at both places the sales rep ignored me. One was on his phone and didnt say a single word to me as I looked through his choices (which were slim and not so attractive) so I left. The woman at the other store didnt say a word to me either. I understood that she was with someone; I would have been patient and waited. She too ignored me...So I left and made my way to Kay Jewelers. Both of the men in the store were eager to help me! I was greeted as soon as I walked in and before I knew it I was sitting at the counter with Mark looking at rings. Im pretty sure I was in and out of the store in less than 30 minutes...Taking with me a receipt for one of the most beautiful and important purchases that Ive ever made! Thank you guys!

So let me start by saying I absolutely love my ring. This is literally THE RING.but, we went in 2 days ago and was told that the ring that I fell in love with was on sale for $750. We werent expecting to buy a ring so we asked if the sale would still be good for a few days. was told till monday. we came in Sunday to pay for it and a different lady says ok thatll be almost $1300 with 10% off? we told her that we were told it was $750. she proceeds to get the manager and they walked around for like 2 seconds before telling us they cant help us. manager didnt say a word just flat out no and walked away. so we left super upset.we came back a few minutes later and I waited on the manager but she was staring at some guy looking in a case. no acknowledgment, nothing. so we walked around and Devvon asked us if she could help us. I explained what just happened and asked if we could look at similar rings in the price range we were told. so she started making a profile for me which NO ONE ELSE DID. ( I feel like the other people just completely didnt take us seriously based off of looks.)she helped me look around. finally I just came back to the one I loved and asked her questions. this wonderful woman looked for a few minutes and got it down to $799 which NO ONE, not even the manager even took a second to look at which is completely dumbfounding to me. she let us know all our options. we ended up getting the warranty because the ring was a little big and we want to take it to get resized in a few weeks. Devvon was a great help, super nice and punctilious person. As for the manager. Someone who straight up did not care about the customer or even take the time to look into it?! sounds like you need a new manager. I was completely heartbroken when they didnt say a word or anything. just straight disappointing. glad we walked back in and talked to devvon. Im super in love with my new ring.* after reading reviews. Yall need a new manager. Clearly crap at her job. Sorry, not sorry. That was just terrible.

Great selection and customer service!!!

It was a wonderful experience, Beth was amazingly helpful. There was no pressure whatsoever, she made this occasion very pleasant and appealing. We would highly reccomend Kay Jewelers to all of our family and friends.Thanks again

Great service and deals wont buy jewlery anywhere else

Very congenial hosts at this store. I was very comfortable. I felt my host went the extra mile to help me with my purchase.

Very easy to do business with. The service was great and the associate was knowledgeable and helpful. Thanks for providing great service!A forever customer

The staff is very friendly to your face at the time you are shopping with them. But I have found that over time the jewelry I purchased were all lies.My 1/2 carat diamond 14k gold earrings that I purchased were only 1/8 carat diamond and the gold base were gold plated and they caused my ears to break out. I will not recommend anyone to go to this to purchase any Item

Excellent service. Very friendly and courteous staff. Very helpful with my selections. I would recommend them to family and friends.

Love the friendly staff, their honesty and fast service. I love that they recall who I am when I walk in. I also love the quality of the products they have sold me an my family.

It was a very pleasant experience. Very helpful and they know their merchandise

I would just like to say A company as well know as this one and for mistakes to be made on Rings when they are getting fixed is unacceptable..... I have never been displeased with a company before to even wright a review. I will not ever again us or buy from key jewelers again fix things the first and dont come back and tell people O Im sorry someone fixed your rings with white gold when they are.Platinum rings and then come and tell me its a lifetime fix.. I didnt buy the rings for you guys they are antique rings from the 1930s.

Awesome place to shop. Excellent products high quality diamonds.best of all.decent prices.

I have been a Kays coustomer for 9 years. No matter what location I go to I receive great customer service! Update... Tiffany worked with us on upgrading my diamond. She worked all the number. I even fell in love with a new ring and keeping tolkowsey as my center stone. The whole time my husband and I had our insane 8 month old. She was so patient! We ended up leaving to think about our choices and returned a few hours later. We temporarily made the new ring to fit so I can have it for work travel next week. The ring upgrade couldn’t have gone faster or more smooth.

Bought wedding rings wifes was 2 sizes too big charged us 80 dollars for the resizing. Would think they could get it right the first time

Great service and they really know their products.made my decision easier for me

The woman who initially helped me pick out my ring was awesome, but I didnt like the way i was treated every time id call in. They told me my ring would be ready in 10-12 business days. I didnt hear anything about it being ready after that timeframe, so i called in each week to check on the status. Each time i called in to check on the status, they couldnt find me in their system. I had to describe what i bought, what day i was in, i even had a kay card with them that they couldnt find either. They passed me around to multiple different associates and placed me on long holds. They told me my ring was ready after the 4th time i called then placed me on hold and another associate came on the phone and said just kidding it wont be ready for another week. By that point, it had been a month. They were just really unorganized in my opinion.

Nice experience buying my 1st ring and they helped me to find the right one!

Rude employees! We went in to buy replacement backs for my earrings I bought at Kay Jewelers and possibly make another purchase but the lady helping was rude and acted annoyed so we just left. Just about any time we go to this store the customer service is bad.

Kay Jewelers is always a warm welcoming place no matter how big or small the purchase.

I know exactly what I want each time I go into the store. Everyones customer skills are all different just like every store. Ive always been greeted as soon as I get to the counter and not when I enter the store.

They are not jewelers poor employees are low paid exploited and untrained sales people, including managers are so ignorant.

I love my Kay Jewelers jewelry. What bothers me is that they have to send everything out to be repaired.

After botching up my fiances engagement ring, they kept it for 4 months and I had to get her another one somewhere else... they offered a downsized ring less than half the price and offered us 75 dollars for all the trouble they put us through... No one there is responsible and all hide behind someone else... I will NEVER, EVER purchase from this company again, Ron

Excellent service..knowledgeable about product...great prices.

Excellent customer service here.

Hey Keith if you see this. Th item actually came in!!! Ive tried to call but seem to have the wrong number. Call the store with any questions. Im sorry about the confusion!

Shemeka is AWESOME, she is in the Avenues Mall!

Great place. They are awesome.

The service here is not even close to standard, especially when making a return. Was told they dont have over $50.00 cash to make a refund yet you can take sells all day. The hassle of making a return is ridiculously insane here.

Great place and friendly people

Very helpful associates and friendly to the customers

They had problems with there credit machine and didnt advise the associate or the manager that it was a problem with the machine. Customer had to go to the ATM machine to retrieve money from the machine. Bad communication to the company to the stores.

How bout update your website so people know when stuff is out of stock instead of lying to me and saying itll be there by the end of the week.

Excellent service and warranty process

Forgot to call when my ring was in. It took over a month to get my ring back

Always friendly and happy to help

AWESOME

Great customer service

Great helpful staff

Very friendly and helpful.

It was wonderful

Love it