KAY Jewelers — Local services in Lower Oxford Township

What horrible customer service! I went in to drop my ring off for repair, which I've done many times before with no issues, but man was it a BIG issue at this store. They magically couldn't find my warranty even though I've used it 3 times before. Emily (the manager) had an attitude about how I shouldn't have been getting anything fixed because I "don't" have a warranty even though I absolutely do. They kept pressuring me to leave the store so they could call the old store I went to and customer service while leaving my ring. I said no at least 5 times because I live 40 minutes away and came up only to do this. They continued to pressure me and make me extremely uncomfortable about leaving my ring there. Emily finally called me back after 2 hours and said there is no warranty and I should have been paying for all my previous services so I really came out ahead in this and they will no longer be repairing my ring in the future because the other location wasn't doing their jobs right. She then proceeded to tell me she went OUT OF HER WAY to research this for me for the last 3 hours as if that isn't her job. What an absolute joke. I'm so sorry you had to actually do your job Emily. Kay as a company is an absolute dumpster fire with the worst customer service I've ever seen, while scamming people out of the extra hundreds of dollars they paid for their warranties just to come back a few years later and say it magically disappeared. We will absolutely no longer be customers in the future and drive an hour to a different location rather than come back...

**UPDATED 4/2/2025 This used to be my favorite Kay. I traveled pretty long distance to receive the store managers help because she was so knowledgeable but I found out just today that they let her go right after returning from FMLA. Kay is a shady business and I hope she fights this! Leaving my prior post below to show how happy of a customer I used to be. I will NOT return here.

Iwas at a loss for a gift for my boyfriend for his birthday so I went into Kay and I was introduced to the store manager, Emily. She was so knowledgeable on literally every piece of jewelry in the store and was even willing to help me find pieces online that could be sent to the store as well. I’ve gone back a couple of times now and Emily’s smiling face is always the first thing I notice when I’m there. Her and her teams dedication to top notch customer service is unmatched. Spending so much money on jewelry can be exhausting but when you’re at Oxford’s Kay, you truly feel like family. Emily and the rest of the team have made a customer for...

For our 30th anniversary my husband bought me a ring from Kays in Oxford, PA. This was our first time at Kays as I do not wear much jewelry. It took 3 weeks to size. After wearing it for 4 weeks, a diamond fell out. Fortunately, we bought the warranty and they sent it out to be repaired. After 3 weeks, the ring came back in. I wore it for less then 24 hours and ANOTHER diamond fell out. They sent the ring to the vendor for repairs. After 3 weeks, they called to say the vendor could not fix the ring and they would send it out to another vendor to remake the ring--it would take 6 weeks. After 6 weeks, they called to say the vendor could not remake the ring and they would make it in house. It would take 10 weeks. After going back and forth with the manager regarding the details of the ring, we were told we would have to purchase ANOTHER warranty and would not be refunded the first warranty. We are VERY disappointed with their customer service and will never shop there again. They made a special occasion...