KAY Jewelers — Local services in Middletown Township

I was gifted a necklace with a pendant from here(ordered online and picked up at Quakerbridge mall location) back in December 2021. The necklace is a white gold amethyst double hearted pendant lasted until about the end of July 2022. I went in to the Oxford Valley mall location, showed the necklace and was told that they don't replace the original chain. Mind you my boyfriend thought that he had the warranty on the whole necklace but it was just a diamond warranty. So I was turned away. We went to the next location at Franklin Mills mall to see if we could find a similar chain to the original. We were offered a silver chain but I'm not wearing a gold pendant on a silver chain. We made it clear that the money was not an issue we wanted my necklace replaced. So a stronger white gold necklace was recommended since they said the only thing we pay for is the charm and the original necklace are basically throw away chains. (The original lasted 8 months) So we got a new necklace that was suggested in store for the weight of the charm. We got it and the chain popped within 7 days. We came back they sent out for a new one. Got that one which popped again within 14 days of replacement. We went back to get it replaced and they suggested repair. So now we are called in to get it from repair. There was a sticky note saying that the repair person suggested replacing the necklace because it will break again. The person wrote that it was extremely damaged. The person snapping pics was not even going to make us aware of that little detail if we didn't see the note. So we asked why didn't they just send out for the new one even they saw the note, both ppl on duty made it seem like no one had the power to do so. But did offer us a 550 necklace that'll be 30%off in a month and said we'll get a prorated refund when the sale actually starts. At this point I'm never coming back and I feel like I want a refund for the new necklace and warranty we purchased. It was a big waste of time and just because I have the lifetime warranty does not mean I want to keep coming back for repairs or replacements...

My husband and I have been customers for over 20 years and all of my jewelry has come from Kay. The team at store 0313 is amazing. I need to give you a little back story though to understand why I feel inclined to send this. Several years ago there was a manager by the name of Liz you was well let’s just say not the right person representing your company, she was unprofessional, unethical, and I as a Custer caught her in a lie. I refused to go back to that location for many years until a couple years ago when I noticed a new team there so I popped in some this is the closest location to my home and I have at least 8-10 pieces that get inspected twice a year. Ever since then I have returned to location 0313 . John DeChristofaro is by far one of THE most personable, professional managers I have ever encountered! He makes you feel like family and always greats you with a smile! I would be remiss if I didn’t mention the young lady that seems to get me when I come in her name is Devon!! All I can say is she is definitely a gem! She knows her stuff and is super friendly, efficient and just all around amazing!! Why is she not a Manager yet! I work in a corporate HR position and often then not you usually get complaints but I wanted to bring some good cheer to this location and truly highlight and thank Devon and John for restoring my faith in this location! Warmest regards, A lifetime...

I love my ring that I got from here but not the sizing. My now fiancé and I went looking for rings a couple of months ago and they sized me and said I was an 8. When my fiancé ordered my ring he had to have it rush sized to be an 8 before our vacation to propose. This is not their fault he could have bought it sooner. The fault comes when I put the ring on and it was beautiful but much too big. We go back after vacation and they tell me in a 7. How I could have changed ring sizes in 3 months who knows but oh well I know hands can swell etc no problem we sent it in to be resized. I tried on a size 7 ring in the store same style as mine and it fit like a glove so I couldn’t want to get my ring back and have it be nice and snug. A week goes by and I get my ring back (I do give them props for being timely) however it is STILL too big. We have several events coming up and holidays so I don’t want to get it sent back in until after to get resized again I just wish we could have avoided this entirely. Otherwise good service I just wish they were more accurate with sizing would save a lot...