KAY Jewelers — Local services in Southern Pines

STAY AWAY! HORRIBLE! THIEVES! THEY WILL STEAL YOUR MONEY. THE WORST CUSTOMER SERVICE EVER. I wish I could leave negative stars. This store is full of scam artists, unethical human beings who will steal your money without remorse. They deserve to be fired and shut down. Please learn from our terrible experience and don’t purchase ANYTHING at this store. Make the drive to the Raleigh or Fayetteville branch instead. We don’t want anyone else to have their money stolen like we did if that is the one thing our review can bring another customer. My fiancé and I purchased my engagement ring last November. The Kay Jewelers employee, Tawaana, told us about opening a store credit card and that there was an 18-month promotion where we would have 0% APR. We agreed to open the store credit card. The Kay Jewelers employee did not open the credit card correctly that day, and we were actually never enrolled in the promised Thanksgiving special promotion. We unknowingly started accruing 30% interest right away. Our first bill was sent January and my fiancé paid the first installment. In February, I noticed the interest accruing on the bill and that started the nightmare of experience with Kay Jewelers. Basically, the store continues to blame us for not noticing their mistake in January, and has taken zero accountability in their mistake. Kay Jeweler’s customer service support line even agreed with me that the Southern Pines store is at fault and that the local store needed to rectify the issue. In the subsequent months that have followed, this store has been rude, full of lies, lazy in their follow-up with corporate and horrible to deal with. My fiancé and I were forced to pay over $900 extra in interest. We have called and physically visited the store numerous times, only to get no updates and bear witness to the manager Brent and assistant manager Kenna avoiding us. The current manager Brent never has been proactive in this process, doesn’t follow through, and now sends his even more incompetent subordinates to do his job. We have had to call and visit the store numerous times only to be told “There is nothing we can do. It’s your fault for not noticing our mistake on the January bill right away.” This store is full of morons and horrible human beings. The manager and the assistant manager now don’t even have the decency to communicate with us anymore and send their asinine employee Dominque to speak to us. Dominque is so rude and full of lies. She contradicted herself 5 times in the 2 minutes we spoke to her and had the audacity to say the whole situation is our fault and that the store has done everything right. Dominque should not be in a job that requires customer service or human interaction. Please stay far away. NEVER buy ANYTHING from this store. They need to be shut down for the unethical way they conduct business, poor customer service, and how they have no remorse in stealing money from a military family. They all need...

My fiancé purchased a ring for me from Kay Jewelers as a Christmas gift, and sadly, I’ve only been able to wear it for less than three weeks total—even though it’s now May. Since receiving it, I’ve had to return to Kay’s over five times because stones kept falling out. Each time, the ring was sent off for repairs, which took what felt like over three weeks to get back.

While I understand that the employees at my local Kay’s aren’t personally at fault, I’ve repeatedly expressed how frustrating it is to keep coming back for the same issue. Today, they finally deemed the ring defective and offered me a brand-new replacement, which I appreciated. I was told by one associate that the new lifetime warranty would cost about $10. However, during checkout, the manager stepped in and informed me that I couldn’t actually purchase the warranty today due to an ongoing sale in their system—meaning I’d have to return again just to finalize the process. On top of that, I was told the warranty would actually be $55 instead of $10—not a huge deal, but the lack of consistency was frustrating.

So once again, I left the store without my ring and will have to return for a sixth time. At this point, I just want to wear the ring my fiancé gave me without all the hassle. The most disappointing part is that I asked multiple times over the past few months for the ring to be deemed defective, and only now did they agree—after all this time and trouble.

I was truly excited when they said I’d finally get a replacement, but that excitement quickly turned into more frustration when I realized I still couldn’t take it home. Once this is resolved, I won’t be doing business with...

From the moment I walked into Kay Jewelers, I was greeted with the kind of warmth and professionalism that makes you feel like royalty. Brent and Kenna were nothing short of phenomenal.

Brent was a true professional. He was attentive, knowledgeable, and patient. He listened carefully to what I was looking for and guided me with confidence and clarity, making what could have been a stressful situation feel effortless and exciting.

And then there was Kenna. She was an absolute gem herself. Her kindness radiated the entire time. She had the warmest, most genuine smile that immediately made me feel welcome. Her energy lit up the room and her attention to detail was impeccable. I could tell she truly loved what she did, and it showed in every word and gesture.

Together, Brent and Kenna were a dream team. They blended charm, sincerity, and true customer service excellence. They made me feel like more than just a customer.

I walked out of Kay Jewelers with the unforgettable experience of being taken care of by two people who genuinely care about their work and the people they serve.

If you ever go to Kay Jewelers, ask for Brent or Kenna. You will not regret it, and you might just leave smiling as big as they do.

Thank you both for turning a special moment into an extraordinary one. You are...