KAY Jewelers — Local services in Fargo

The worst experience I have ever had! They gave my husband the wrong certificate for my Leo wedding band and when we went to order the correct one we were told it would take 3 weeks. It took 6 months! Chris,Tabitha and their staff are rude,they lie, and they have no sense of customer service. Every time I'd call them for a status on my order, it was always a new excuse and they would say they only check the stores mail once a week. I had to get the district manager and the company escalations involved because of the incompetency of the staff. Whatever you do, don't spend your money here.

UPDATE 3/29/2023 I increased my rating to 4 stars from one because of some amazing service I received from Ryan last month. I needed to have my rings sized down, but I was skeptical due to my last few encounters with Kays. I sent off my diamond wedding rings and my emerald ring. I was nervous to send the emerald ring as resizing those gems can be tricky. The emerald ring was a custom piece and something had been messed up with Jared (a sister company of Kays), so my warranty information wasn't in the computer. Ryan was so helpful with this! He called me to make sure that everything was clear, as there had been some miscommunication previously regarding the emerald ring, and in the process he reached out to the company they use to resize and made sure that they had all my information on file so that if something happened, Kays would be the liable one (due to me having the warranty). He keep in contact with me throughout the process, updating me on when it should be back and spending about 30 minutes entering in my warranty stuff by hand, only to have the system reject it. Not to be deterred, he added a note so that no matter where I went, the representatives would see all of my warranty information. When the ring came in he called me right away and when I showed up to get it, he went over the ring with me, made sure it fit and that the stones looked secure and intact. I don't know what happened to the old staff, but I am very pleased with Ryan and his new staff. They have been so helpful the last few months and they have really made me feel valued, and made me feel like they valued my pieces as much as I do.

Thank you Ryan and the current Kays staff - You guys...

UPDATE: July 10th 2023 Our issue of my wedding ring has been finally resolved. They replaced my wedding ring completely. Unfortunately they couldn't replaced it with the original piece because they no longer carry it. So I had to pick out a completely new wedding ring. I am sad it is not the same piece but I am happy to be wearing a wedding ring and they resolved this issue.

I have been shopping at Kay's for the past 14 years. We started having issues the past 1 to 2 years. When we needed work on my rings they would come back from the goldsmith in needing repair because of the errors of the goldsmith. Few examples are, received my ring back from the goldsmith and a diamond had fallen out. We sent it back and received it back with black residue underneath the diamond. Had to send it back again. I had my center diamond fall out once and sent it to the goldsmith to be put back in and it was returned with the diamond crooked. There have been many other issues but we are currently dealing with one issue since January 2023. I had purchase new enhancers January 14th 2023 for my wedding ring. We sent in the enhancers to be soldered to my wedding ring. We got it back and it was soldered incorrect. Sent it back again, we received it soldered incorrect again. During this second time they sized the enhancers to a 10 (I am a 6.5). With them sizing it to a 10 the back of the brand new enhancers are wire thin. We sent it back with the agreement they were going to fix how it was soldered and build up the enhancers. We got it back, the soldered was finally correct but they the back of my ring looks awful. The enhancers are still wire thin and my wedding band is wavy from them repeatedly removing the enhancers. I have not been able to wear my ring since January because of their errors. I contacted Kays claim center March 28, 2023 and have not gotten anywhere. We would NOT recommend Kays! I have this very expensive wedding ring that looks awful and they aren't fixing their mistakes. We will never buy another thing from them and we will be sharing our experience...

Terrible custom service and super unprofessional. It started off with me bringing my ring in the day after my proposal (december 21st) and the lady took down my info to get it sized. Literally a minute before leaving the store some other employee came over to tell her they cannot size Neil Lane rings and it needed to be built to my finger size. Okay, that's fine but maybe you should tell all your employees that. So he told me it would take 40-70 days and continued to tell me they custom make the ring to your finger, alright. Well then he comes back and tells me March 20th. That's 90 days. Fine, whatever I had no choice. So about a month ago I go in to ask the status on the ring and after being looked at like a complete moron they looked it up and told me March 8th and reminded me it is a custom built ring to my finger. Okay it's not a custom ring! I am not the only person with this ring! I called today to verify it would be here next Wednesday and after being put on hold 3 times I got told March 20th and the girl messed up telling me March 8th. It has literally been a headache and a half trying to get my ring. My dress came in before my ring! Needless to say I will not be buying my band or my fiances band there....