KAY Jewelers — Local services in Louisville

If i could give this no stars i would ..this so called manager was the RUDEST AND HATFUL employee iv ever come in contact with . ..we had well over 10,000$ worth of jewelry in 3 rings...and the kays we had previously been going to ..sent them off for sizing, Well when we received them back, all 3 are now un acceptable to even wear ..so the corporate office had us take them to this location to be repaired. And oh MY, i wanted to give this lady a piece of my mind . immediately she was like im busy im waiting on this lady...UMM OK MAM THATS PERFECTLY FINE! And she was hateful at even saying that ...She acted as if it was OUR FAULT!! like we took our jewelry to the chop shop not another reputable KAYS..not to mention have paid warrentys on all......asked us why we didnt take it back to same location in a very sacastic tone.?? Really?! Why so they can mess them up again after you wait months in between to receive your paid for jewelry? Then she was like well i dont know if we can even repair these b.c they were done at different KAYS. ...Me: Ok since when? its any KAYS right? We then explined the concerns, then her response was well and if we mess them up your gonna have a problem with everybody .... LIKE REALLY??? I was thinking how is this up to us or our problem?? And i wanted to say WELL THEN DONT DESTROY OUR JEWELRY!!! as if again we were just ingnorant for taking them to there own company or even having a complaint of 3 different rings being ruined..one was broke in two..one had 2 stones fall out in less than 3 days. and my husbands ring had been grinded down.. Are those not worth being concerned about!??? ...i was appalled at the way she acted as if we were just complaining about nothing . All the time we were as nice and respectful as could be, No harsh looks or smart comments unlike her... as she was the most unprofessional person that could be in that business, especially after youve spent 1000s with their company! After is said and done they will never EVER GET MY BUSINESS!! im over it all! Its pathetic being...

I’m writing this review and giving Kay Jewelers located at Oxmoor Mall, Louisville, KY, this rating.

On November 23, 2024 I took my ring in for some repair work (lost & cracked stones). I was told then that it could take a couple of weeks for their jewelers to look at and determine whether or not they could do the repairs inhouse. If they couldn’t do it then they would have to send it out to be fixed and that could add several weeks to make the repairs.

After about a month I reached out to the store to get an update on my ring. I was told that it was ready and I could come in to pick it up. I got there and told the salesperson I was there to pick up my ring only to find out that it had not been fixed, in fact, it had NEVER LEFT THE OFFICE! So, needless to say, I had to start the process of assessment all over again!

Since then, I have made calls to this store EVERY 3-4 weeks to inquire about my ring, but all I get from the salesperson is that “it takes 2-3 weeks to complete the repairs”. 2-3 weeks has come and gone so many times. They can’t offer an answer about where my ring is. I’m beginning to wonder if they still have it.

As of this writing, April 21, 2025, (5 months later) I HAVE NOT RECEIVED MY RING OR A SINGLE CALL FROM ANYONE AT THE STORE OR FROM CUSTOMER SERVICE TO GIVE ME AN UPDATE ON THE PROGRESS OF MY JEWELRY. I expected better Customer Service from Kay Jewelers.

This entire experience has been very disappointing and unsatisfactory. This is NOT my first time purchasing and upgrading from Kay Jewelers. But if this is what is to be expected and experienced I WILL NOT SHOP OR RECOMMEND KAY...

My daughter was celebrating her 21st birthday and I was shopping around Oxmoor Mall wondering what I could get her that was special for turning 21. I wandered into Kay Jewlers to look around and was met by two smiling employees who ended up helping me make my daughters birthday very special. I was waited on by Sam and then later by Rebecca. As it turns out they were the manager and assistant manager (very hands on managing!). They were very respectful of my budget, seemed to really know their merchandise, helped me select a very beautiful diamond pendant, and made the entire shopping experience such a pleasure for me. Thank you Sam for your knowledge of your stock, and thank you Rebecca for another woman’s opinion about what would be a perfect gift. My daughter just lit up when she opened her present on her birthday. I highly recommend this Kay’s branch with Sam and Rebecca managing it....