KAY Jewelers — Local services in Longview

Disappointing Warranty and Service Experience

I purchased a necklace from Kay Jewelers along with a warranty, expecting a dependable product and responsive service. Unfortunately, my experience has been frustrating and disappointing.

It’s especially frustrating because I originally brought the pendant into the store to size a necklace around it — so shortening the chain defeats the purpose entirely.

The necklace has broken multiple times. The first two times I brought it in, a link was added during the repair — which clearly did not solve the issue. On the third break, I specifically requested that the necklace not be repaired again. I asked for it to be replaced with a stronger, more durable option — and even stated that I was willing to pay the difference for something of higher quality. Instead, the chain was shortened during the repair, which made it less functional and didn’t address the underlying problem.

To make matters worse, during my most recent visit, the sales representative interrupted me twice as I was trying to explain the full sequence of events — one of which she had actually been involved in. I was trying to be clear and respectful, but felt dismissed and unheard.

I expected better service from Kay Jewelers, especially given the warranty and my willingness to work toward a reasonable solution. The lack of follow-through, poor communication, and dismissive customer interaction have been incredibly disappointing. I hope they reconsider how they handle warranty issues and customer concerns moving forward.

Ive bought several pieces of jewelry from Kay's jewelry in the past. But due to this interaction I walked down to Zale's Jewelers and purchased a necklace to fit the pendant.

Ill never return to this store. If I do return to Kay's it will not be at this location due to the...

I recently went to Kay with my boyfriend (now fiance) just to "look" at rings and figure out what I liked. Unfortunately... for every other jewelry store around we will only be shopping at Kay until there comes a day we leave Longview. We sat down with Mo and Dayana who were so kind and made the afternoon really enjoyable. They knew their stuff and were patient and let me try on ring after ring. The entire staff was honestly kind and commented on how beautiful the ring was and how well we did. We actually left to look at other stores but came back to get what I wanted (I thought it was a thing, you can't settle for the first thing you like but I guess I should've just gone with it). So yes we came back for the ring that I wanted, but in all reality the service was just top-notch. It was comfortable. We felt like family. And we left with a ring. Now we're filling out papers for a marriage license and it feels like a dream. Thank you guys for such a...

Super rude customer service from the ‘store manager.’ My friend and I went to go get her wedding ring fixed again since there first job didn’t stay together. When he asked if she wanted a $400 life time plan she said no since she has a child on the way and doesn’t want to spend that much money at the moment. Then he basically just starts going off on her saying, “you really can’t afford that?? you really can’t afford this? i should be charging you more for this and you still can’t afford it?” He was saying this in front of a bunch of customers, embarrassing her and trying to take advantage of her since she’s a pregnant woman. It was completely rude of him to raise his voice at her, some people just don’t want to spend more money when you should’ve done the job right...