This review is for my daughter who came to Kay’s looking for the perfect Mother’s Day gift for me. Kirk assisted her with choosing the perfect necklace also going above & beyond hand wrapping the gift. Thanks Kirk I love my tree of life necklace, & thanks for you patience with assisting my daughter. 5+ stars well deserved.☮️✊🏾

I had a very positive experience with Shabi on multiple occasions. She is extremely professional and courteous. I highly recommend doing business with her. You will not be disappointed!

Jamal as always has been great. Definitely recommend working with her if you need anything. Good people.

I don’t normally leave reviews, but I was very happy with my experience at this store! My fiancé and I came in looking for our wedding rings and Norka helped us find the perfect rings (within our budget). She made the process so much easier and was understanding, friendly, and very knowledgeable! Thank you so much Norka! We need more people like you!!

Had a great experience there.Sales people were helpfulI think they try their best to help you find the perfect piece of jewelry, I have been going to this location for a few years.

Horrible customer service!I recently got a necklace from my boyfriend for Valentines Day from Kay Jewelers. He got me the peridot necklace w/ white sapphires and sterling silver (if anyone wanted to know). The chain seemed pretty thin and delicate, but I didnt worry because the cost shouldnt have made me doubt the quality. Unfortunately, I havent even worn it once and the chain already broke! When I first attempted to put it on, the clasp broke off of the chain.I wanted to go and get it fixed because it is such a beautiful necklace and a precious gift. I went to this Kay Jewelers Outlet after work to try to figure out what my options could be. The lady who was helping me already was rude about everything. Not being considerate or understanding at all. I told her that he bought it on the website and literally just got it yesterday. I have the confirmation email and let her use my phone so she could look it up. She then proceeded to tell me that she couldnt find the order (which is mind boggling to me) and then handed back my phone. She stated well it doesnt matter because youre buying another chain anyways. I did not ask to purchase another chain. I came in with the mindset that they could at least REPLACE the chain that wasnt even worn and I told her that earlier! I should have known that they couldnt do anything for me because my boyfriend didnt get the stupid warranty on it. So I guess im the silly one.The only thing that kept me from storming out of that place was the lady that was next to the rude one. She showed me the chain options. She suggested 100 dollar chains and I was just not going to pay that amount, especially when I havent even worn that necklace once. I told her that they were not in my price range and that I was just going to leave. She was able to suggest a chain that was on sale and similar to my original one. Concerned about the chain breaking again, she told me about the lifetime warranty. That pushed me into saying yes.Now, I dont know if that rude employee was just having a bad day or thats genuinely how she is. All the other staff members seemed friendly enough. I wish I asked her for her name (and of the other lady who helped me).Honestly, I truly regret spending $80 on my replacement necklace. I could have bought a cheaper chain somewhere else. My advice to anyone who has broken jewelry w/ no warranty on it- dont go into Kays expecting that they will help you.On the left is my new thicker, longer chain and on the right is my original thinner, broken chain.

Norka the manger was so nice! She fixed my repair in no time and now, I’m so proud to wear my cross pendent out on dates ;) Thanks Kay.

The Potomac Mills store in Woodbridge, VA is the best jewelry store I have ever visited. Nikki and Norka were perfect in helping me find the right ring. Best customer service I have ever had. I walked out knowing I got the perfect ring. I would recommend everyone to purchase their jewelry at Kay Jewelers.

My fiance and I had a GREAT shopping experience. Our sales rep. was Shannon and Jamal. They assisted me on finding the perfect ring for my Wife to be. I went with the Leo Diamond....hence shes a Leo. As for her, this location was the only one that carried the ring she picked out for me.....Leo Diamond as well. From beginning to end our experience has been positive. These women were welcoming, pleasant, great customer service, extremely knowledgeable and will try to find you the best possible offer. If you see something you like and its being offered at a great price, get it! You might not end up seeing it again. We had a positive experience at this location and staff as well.

Was looking for a ring for a family member with my wife. We decided to check out their rings after reading the promotional flyers they had. There was no other customers in the store except us and all three employees were huddled together in the corner. After walking around and checking their products, we finally had spotted a ring we liked and wanted to look into it and get it. At this point a employee by the name of Carmen came and said can I help you in a rude manner and did not look at us once. As if to say say why are you here, we don’t want your business. We said no thank you and walked straight out of the store. We felt that she was very rude to us and her approach was not welcoming one bit. We also felt like our presence was not wanted there at all. Her approach to a customer willing to spend $1000+ was very unprofessional. We felt very judged. This was a very unpleasant experience and It has really discouraged me from coming here again.

They do what they are supposed to but the customer service is not great. Everytime I go in, there is one lady in particular who is annoyed that I need my jewelry repaired. I get that I am not purchasing a new peice but she has insured I will never buy anything else or come back to this store after 2 years of dealing with her.

How this place is still in business is beyond me. They don’t care about quality and love they only care about the paycheck they will collect at the end of the week. I have never even seen a place that cared so little about their customers. I would advise all that think about going here to please take this advise and go somewhere else and see your options. Because in the beginning it may seem nice but then that’s when they really get you with their well below average service. Enough said already.

I have not even personally been to this store but from the stories I have heard..... no the experiences that close ones in my life have experienced i would never even think about stepping foot in here. From the customers service to the prices I would rather pay the money to keep the workers away and not get the jewelry. I cant even believe this kind of customer service is even offered in a professional business.

This place has nothing but horrible customer service. The people that work there act as though theyre there to collect their paycheck not help the customer. They say every kiss begins with K but the staff there do not care about love... they only care about collecting their paycheck and ending their day. I have never been to a jewelry shop that didnt care about the customers that were going to spend money on their product. I might as well go to zales where they actually take care of their customers.

I visited this particular location on June 28, 2019 at approximately 8:50pm. I was looking to ask questions about possible appraisals on gold and diamond jewelry, as I had just came from Elite Jewelers across the way, and wanted to see if Kay Jewelers would offer the same services at a lower rate. Now, I was not dressed the most presentable, for I did not expect to come to the mall for services, and it was a last minute service.Upon walking into the store, which I knew was closing shortly, I gently called out to a taller, older woman, whose name I later found out was Carmen, and said verbatim, Excuse me maam, can I ask you a question?. Barely making eye contact, without even a smirk or smile, like I was wasting her time, she continued to lay covers over the glass cases (before closing time), and said Yes, whats your question?. I was taken aback, because it truly seemed as if something was wrong. So I asked her if she was ok, and with a impenetrable face, she replied, No, I just waiting for your question!. So I stopped speaking momentarily, then told her that she seemed upset like something was wrong, or like I was bothering her.I was about to leave the store, but requested to speak to another lady who appeared to be in a better mood. This happened to be the manager on duty. So I walk toward the manager, older lady with blonde hair, whose name I did not get and while I was still walking to her, I had mentioned to Carmen how I only had a question regarding appraisals. She yelled out at me while i was walking away from her, WE DONT DO APPRAISALS!!!, and kept repeating that. I was angry by the time I got to the manager who heard Carmen yelling at my back from across the store. When I explained to the manager what had happened, she said Its been a long day..I understand that customer service positions can be tough, but it is up to each and every staff member who works for your company to understand that they represent a brand, one that has been around for over a century and has a vivacious, unquestionable quality of service to uphold. They have a responsibility to treat every client who comes in the same, which means greeting them kindly from the moment they lay eyes on the client. Not assume who might be a waste of time based solely off appearance. I say this because 3 customers walked in after me, who were dressed really nicely, and with 3 minutes until closing, Carmen dropped the blue covers she was holding, and walked to them with a skip in her step. She even greeted them with a smile that I never got.I bring my great grandmother to this store quite often, to purchase a number of pieces, and have never had this encounter, and I can almost guarantee that we will never set foot in this place again. At least not with Carmen present for the fear that we will be met with a ghastly attitude or in suspense, with a nervousness that one of your staff members has had a long day, so we have to walk on eggshells!Had this not happened, and Carmen had done her due diligence as a service representative of your prevailing company, she could have let me know that there is a Gold Exchange Program that was more of what I was looking for, in which I had to find out on the website before writing to you. She also could have helped my mother repair, resize and add more diamonds to her white gold wedding ring, but the place across from this location got our business instead.I dont know what will come of this, but I pray that no other people who just decide to run out the house informally dressed for a quick stop, and go to your store are not met with the same presumptuous, deprecating, inelegant, egocentric service as I received earlier this evening!!!Try the Tysons location instead!

The first time I walked in with my boyfriend, my chain had been broken so we were there to fix it. This lady immediately asked me if we were in for an appraisal which to me is unprofessional, she didn’t ask if we needed help.When I came back for m necklace, my chain was 2 inches longer than regular; another lady told me I was wrong then measured it seeing it was 2 inches longer . Then she proceeded to be argumentative & disrespectful offering to give me a completely different necklace.I denied and asked For my necklace & to leave as soon as possible !

This Kay’s has the worst customer service in history. They over charge you and claim they have you the discount that was being advertised. If they have to send your ring out for repair or work don’t expect to get it back for 3 weeks because they can’t aeem to fix it the first time. The managers are rude and cold hearted. Worst store ever.

Every time Ive gone to this Kay Jewelers or had to interact with them, I get the worst customer service. One woman spoke to me in a very rude and undermining tone. Another time, a woman would not honor the price that was printed on the back of the item and walked away from me to rip the price tag off to suggest I had seen the wrong thing. I recently called to purchase a bracelet that was one price online but only available in store and they would not honor the price. She later hung up on me when I suggested a price match. Incredibly unhappy with them.

I came in with a friend the other day to pick up her ring after it was sent off for maintenance. The prongs had become too sharp and were snagging on her clothes and the diamond had become loose. Not only was the issue with her ring not resolved, they tried to play it off like it was. It was only once she demanded to see it under the microscope that they finally admitted that yet again, they didn’t do their job right. The lady who took care of us was very rude and condescending and kept saying she did her job and it’s not her fault. Granted, after the ring gets sent out, it’s out of her hands but she could’ve at least tried to act sympathetic and offer solutions. Then the manager came out and asked what the problem was. The sales lady told her what happened and she appeared to brush it aside and ignored it completely. There’s clearly a lack of communication in the store as the sales lady told us they could overnight the ring to get it resolved quicker but the manager said no, even though according to her, the company on the phone said it was possible. This isn’t even the worst thing that’s happened with that ring. In the times she’s had to send the ring out for maintenance, diamonds have been replaced with different ones, someone else’s wedding bands have been soldered to her ring, they failed to resize her ring when it was specifically sent out to be resized, and soldering has been off and crooked. All these times, Kay tried to pass it off like everything was ok with the ring. So once again for what feels like the billionth time, my friend left empty handed and livid with the customer service at this Kay’s. And clearly by the looks of the other reviews, this is not an uncommon occurrence.

Let me start by saying that when it comes to customer service this place is lacking. When confronted in less than desirable situations they will remain calm and collected but the customer is still not put first, this meaning a lot of nos with no solutions. I bought a ring under MY account with my boyfriends debit card. He lives in Nevada. They would not release the ring to me because they said it only had his information. I was told he had to call customer service for it to be released. He called and did not have authority to release from MY account. After spending at least an hour in the store, I talked to the manager again and she told me it was going to be shipped back and Id have to remake the personalized order and that my boyfriend would explain it to me. I laid out the situation again and she was able to call customer service and have it released. This should have happened the first time. During this time I was waiting in the store and had called customer service to make a complaint as this was the SECOND TIME I had had an issue. The first time I went into the store to send off a pendant to be repaired and was astounded by the lack of willingness for the woman to help (not the manager). I walked in and explained that I was from TN and had moved and needed it fixed. She said we will be able to do that if our system is up. I asked if it normally was down and she said no. I gave the woman my name and account number and all information possibly needed. She told me she couldnt find me. I have never had a problem buying or getting items repaired in other Kays across the United States, they always found my account especially with the account number. Her next step was asking if I wanted to come back the next day. When I was on the phone with customer service (above) they said she could have easily called them and sent it off to be fixed. This particular woman is who first spoke to me over the next incident (above). I told her it was under mine or my boyfriends name. She interrupted and said she needed my ID. I explained to her that I had changed my name a week prior and the name I ordered it under was my current name but I had not changed my ID. I showed her my social security cards with both names, the one for my previous name and my current name. She took my ID and searched for the wrong name completely. She said it was not there. I told her it had been there for 3 days and I had an email stating it was ready for pick up. I had the order number and everything (which said my name above it). They then kept telling me it wasnt there. The manager came over and I gave her both possible names it would be under and she found it immediately. The woman who first talked to me told her manager that she was looking for my name, and the incorrect one at that. All issues resolved in the end. My note to the store is that when someone is buying from you, you should make every attempt to not tell them no and give them solutions. Call customer service and speak to someone who has authority and get things done. Never tell a customer someone else will explain something to them. Do not ask them to come back the next day. Oh, and do not ask for them to call the district manager when leaving after you resolved the problem because you dont want to be scolded. Take the steps necessary in the beginning to be helpful and you will not lose customers. I love Kays and purchase often, but I WILL NEVER go back to this one.

Do not go to this location due to fraud! Came in one day with my wife to buy ear rings for mother in law, was looking to pay the ear rings Out right! Once we found the earrings we liked, we go to the the counter where Jamal was working. Jamal informed us if we apply for a Kay account we will get 10 percent off the purchase price, yet we will not have to use the account. Jamal confirmed numoreous of times that once we decline, the account will never be made and we will never have to deal with it. We proceed to make the account not thinking nothing of it and looking for a discount. Trusting that the sales repersenative was being honest and knew what she was talking about.A month down the road we find out that Kay jewelers has opened a credit account in my name! I call back the store to let them know of fraudulent activity, and all the manager (norka) could tell me is that I sighned for the account! After me explaining to norka about Jamal’s misleading tacticts to get us to open the account, she basically informed me theirs is nothing she can do nor CAN SHE CANCELTHE ACCOUNT! so now I’m stuck with a hard credit hit on my credit for something we never authorized! Stay far away due to FRADULENT activity!

Took a Levian ring to get size correctly to them and after being told just to bring the ring by to be shipped out, today the manager said they can not do that. No happy at all.

Found the perfect ring

The Best store. Love

Friendly, helpful staff.

Very nice people

Every time is great