their staff was very helpful and professional. they were able to work with my husband and I to find the best deal for us, they have a great credit plan that really made the ring we wanted affordable

My wife's ring constantly has the diamonds falling out. It is in the repair shop more than she has had it the last 2 1/2 years. She actually bought a replacement cheap ring to wear when it is in repair. Kay's store manager gives a different story every time we are there. He once even tried to blame her since she is a nurse being to rough with the ring. Then the one time it came back from the shop to fix a loose diamond there was actually a diamond missing. We noticed before even leaving the store. It was obvious to the naked eye. They seemed surprised and had to look under the microscope (like we were lying) only to confirm and have to send it back out. The salesmen and manager either do not know about jewelery and make stuff up just to make a sale or do not care and will tell you anything. Either is unexceptable in my opinon.

The store manager has been no help. Half the time it is sent out it comes back after the "guarantee" date. They refuse to replace the ring. Customer service by telephone has also been a joke. Even the supervisor did not follow through like she said and contact the store. The only solution we have been given would be store credit and they proceded to try to sell me a ring $2000 more than the one we had.

No one will contact or give out info on the regional manager.

Would have never dreamed could have so much trouble with a ring. Nightmare for customer service. Save yourself from all the frustration. Do NOT go to Kays to buy anything.

Although I've had some problems with Kay Jewelers, they've all been worked out and I am a satisfied customer again.
My husband picked out a wonderful solitaire (that he HAND PICKED) and a beautiful solitaire enhancer for my wedding band. He bought them both from Shelly at Towne East who has been ABSOLUTELY fabulous! About a month before the wedding we went in to have the enhancer sized down and the two bands soldered together at Towne West. A week before the wedding the rings were done and we went to pick them up. There was a large gap in between my solitaire and enhancer that wasn't supposed to be there, but the employee told me they wouldn't be able to fix it in time. So I was pretty unhappy, but knew it wasn't that big of a deal.
Then THREE days before the wedding, one of my side diamonds fell out of my ring. It was about an hour before the mall closed so we rushed up there. I was in tears trying to explain to them that my wedding was in THREE days. I knew if they couldn't fix the gap in time, they wouldn't be able to replace the diamond in time either, but I had to try. The lady there promised me she'd get it fixed (at an emergency shop they go through sometimes) and that she would drive the ring to me at the church on our wedding day if it wasn't done before then. My ring ended up being fixed the day before the wedding (the diamond, but not the gap) and I was very surprised!!
After the wedding and honeymoon, we went back to Shelly. She took one look at my ring (and the huge gap!) and told me to take it off and she'd send it off to get it fixed :) So we sent my ring off, got my husband's ring cleaned (all of our jewelry PURCHASES have been through Shelly, and from now on even our jewelry FIXES will go through her too!) and purchased my husband's wedding present.
The day my ring was due back in I waited for the normal call saying it was ready. The call never came. So I called them. The young woman I talked to sounded quite clueless and said she'd call me back. When she did, she said that "a diamond broke so they had to order a new one..." She gave me a new date (two weeks later). I assumed it was the same side diamond that had been quickly repaired before the wedding. Two weeks LATER, my ring still wasn't done, and I STILL hadn't gotten a call from them, explaining why. So again, I called them. AGAIN I got the clueless young lady who said she'd call me back. This time a manager called me back and said he'd call the shop and call me back the next day. I then took matters into my own hands and got ahold of Corporate. They were quick to respond, and VERY quick to get to the bottom of my problem. They talked to the employees at Towne East and informed Shelly of the problem (nobody else had bothered, even though I was quite obviously HER customer) and together they talked to the shop and found out it was my SOLITAIRE that had broken. My HAND PICKED solitaire. Shelly informed corporate AND the jewelry shop that this diamond was hand picked by my husband and told them EXACTLY what standards any new diamond needed to live up to. She also talked to corporate to get me a gift card to make up for the MONTH I went without my ring. When my ring finally came in it was BEAUTIFUL. The new diamond was very pretty, and the gift card I recieved allowed me to purchase another wedding band to add to my ring. I didn't want to send my ring RIGHT back to them when I'd gone without for over a month though, so I just wore it big even though it didn't fit as well as I would've liked.
In february I went to Shelly and had her size down my new band and solder it to the rest. My ring came back PERFECT with no problems.
I'm now satisfied with Kay's again, and couldn't be happier with Shelly. She really cares about her customers (after our wedding my husband was diagnosed with cancer and Shelly asks about him EVERY time I see her, and also called FOUR times after I got my ring back to make sure I really did like it and was still happy with it!). If you go to Kay Jewelers, don't waste your time with anyone else. Shelly at Towne East will do you right!!

I have been buying my jewelry from Kay Jewelers for 15 years and always from the same rep. in the Town West Mall, Anita. I will never buy from anyone else, she is amazing! Always up to date on the latest styles and very knowledgable about her job. Visit Anita and you'll be sure to get the best deal on great jewelry.

Kays were by far the best jewelers that we had. The whole staff was caring and made our experience one to remember. All of the services that they offer are tremendous