KAY Jewelers — Local services in Jersey City

I typically don’t write reviews unless I feel strongly about an experience, and unfortunately, my visit to Kay Jewelers warrants one. I went to several jewelry stores to confirm the sizing of an eternity band I had already purchased. I was upfront about my situation, explaining that I was simply looking for help with sizing—not to make a purchase. Every store I visited was happy to assist, except for the employees at Kay Jewelers.

From the moment I mentioned I had already bought a ring, the attitude shifted noticeably. It seemed as though the staff lost interest in helping once they realized there wouldn’t be a sale. While they did reluctantly assist, their effort felt half-hearted at best. For example, when I asked to try a size 8, I was handed a 7.5 and 8.5 instead. After I insisted on trying a size 8, the gentleman’s annoyance was apparent, but reluctantly complied. However, what happened next is the reason that pushed me to write the review. After seeing him check the size, handed me a size 9, not a size 8, and I could tell he had knowingly done so.

To test his response, I mentioned that the size 8 felt too large, bigger than the 8.5, even though I knew it was a size 9. Rather than correct me, he went along with my comment, which showed either a lack of professionalism or a disregard for providing accurate assistance.

I understand that sales are a priority for retail staff, but customer service should never take a back seat simply because a purchase isn’t guaranteed. This experience stood out as particularly disappointing, especially when compared to the helpful and welcoming attitudes I encountered at other jewelers.

I hope Kay Jewelers considers this feedback and works on fostering a more customer-focused approach, regardless of whether or not a sale is...

Brought in an engagement ring for repair because a stone was loose, they tell me it'll take 2 weeks to repair. I call on the promised date only to be told it wasn't ready. I go in person a week after, and noticed a diamond was missing from the ring. I am told by the assistant manager that it has to be sent in again for repair and was promised expedited shipping, saying it would only take a week. I call a week later and was told that the ring hasn't been shipped out yet. Three weeks later I call to make sure that the ring is ready for pickup, only to be told that the ring is broken and has to be sent in for repair a third time. Nearly 2 months after the initial repair and I still do not have the ring. I have called customer service and they refuse to give me an exact date, only saying "it'll be ready in 2 weeks". I am extremely frustrated, this is the worst customer service experience I have ever had and do not recommend purchasing anything from this store. A waste of time and money.

Update: in February they informed me that the ring could not be repaired and instead be replaced with same-styled ring. Was not happy because there is sentimental value behind the original ring, but we agreed to have it replaced. Fast forward to last week, I call to confirm that the ring is ready for pick up and was told that it would be ready may 12 2021. I call again on may 12 before showing up to pick up the ring and was told "the ring with the missing center stone is here". When I told them the ring was supposed to be replaced they said they know nothing about that and only have the original damaged ring. It has now been 7 months that my wife has been without her ring and I still don't...

The worst Customer Service and experiences ever! I have worked in the Customer Service arena for 25+ years and I pride myself in making sure each customer is handled with the utmost respect. If I fail to do so, my Manager would have my head!

We'll Kay's Jewelers are the worst! We have purchased several pieces of jewelry from this retailer and all of the pieces have had to be returned due to a lost stone, broken clasp or missing link. The last visit was a bracelet, which I dropped off on July 30, 2017, as of today's date 9/16/2017 no bracelet! The Manager gave me another lame excuse about the shop confused the paper work, yada, yada, yada, which is a lie from the pits of hell! After telling the Manager how disgusted I am, he assured me the bracelet will be ready this Tuesday, and that he would give me a call. I won't hold my breath, but I hope for their sake, it will be ready for pick up.

Please do not purchase anything from Kay's Jewelers. The merchandise is beautiful on display, but the Customer Service is totally unacceptable!

If you are looking for nice product along with excellent service visit Diamond Hut Jewelers! Product is backed %100 and they will take care of you regardless to where you made your purchase!!

Sorry Neil Lane, you need to reconsider who you sell your diamonds to!

The worst experience ever with a...