Jordan and Katie are absolutely exceptional! These two are incredibly patient, genuinely love what they do, and it shows in every part of the experience. They make the entire process enjoyable and go out of their way to make sure you're getting the best deal possible. A huge shoutout to Michael , the store manager, as well. He leads a truly wonderful team and you can tell he cares about both his customers and his staff. They all go the extra mile every single time. Katie even made two of my bracelets look brand new. If you're shopping for jewelry or need anything cleaned or inspected, this is the team you want helping you. read more

Great service ! The store staff are very friendly and professional. We enjoy checking out jewelry items there.

When I walked in I was greeted right away. Angelina was very helpful and very nice to work with. I would buy from Kay's just from having such great customer service. They didn't have what I was looking for why I gave 4 stars. Inventory seemed low but she did let me know when more was coming in and a diamond shoe coming up soon. read more

My son was looking for an engagement ring. We walked in to Kay Jewelry. Not 1 person acknowledged us. No greeting, no "we will be with you in a moment" nothing. After 15 minutes and still being ignored , we left and went across the street to Helzberg Diamonds where we were greeted and had the BEST CUSTOMER SERVICE. After spending over $4000. there I wanted to be like Pretty Women and say remember you ignored us, Big mistake Big. read more

Very helpful staff, great prices, great selection, no pressure to buy, very patient with me on multiple buying experiences. Highly recommended. read more

The worst service. I would never recommend this company. The promise date is a lie. Do not fall for it. There is no communication between their "shop" and the employees. There for no communication between the employees and the customers. I will never do business with this company again. Ooh and don't forget about the shop miss placing diamonds. Lying and stealing from their customers. read more

I worked with Pat, Mike! They helped me pick out the perfect ring for my fiancé. The gave great customer service and care, looking forward to upgrading our ring and bands. read more

They do ear piercings! Not a fan of a 16 year old piercing my daughters ears, so we took the chance of going into Kay Jewelers to see if they did piercings and they did! Awesome experience, the gentleman and woman who helped us was amazing, walked us through the process and really helped my daughter feel comfortable. Best customer service! So glad we took the chance of stopping in and asking!! read more

I have experienced horrible service the past few times I've been in. Been completely ignored, other customers have come in after me but been served first, and just overall rude employees. I wish I had a better experience here as I have given much money to this business. I will make it a point to find a different location for further ring cleanings and sales. read more

ABSOLUTELY HORRID customer service! I would give ZERO stars if that was an option. I dropped my jewelry off in mid March and just got it back. I understand Covid has caused havoc everywhere. HOWEVER: People were allowed to order jewelry and have it delivered but my repairs didn't get that courtesy. The guy that helped us when we picked up was extremely rude. I had to exit my car and he dealt with my husband to return my jewelry. When I suggested that that was stupid, his reply was that "It's beyond our control." Common sense isn't beyond your control sweetie! Both of us were masked and hadn't left our home since March. He referenced social distancing being the reason for only one person being allowed in the car. #1) It's my car! #2) Telling me what I have to do in my own car before you'll return my jewelry is a violation of my rights. #3) If you're worried about social distancing, why were you leaning into the car to talk about to my husband. That was my experience picking up jewelry that has been held hostage for over 2 months! I WILL NEVER SPEND ANOTHER PENNY AT ANY KAY OR SISTER COMPANIES!!!!! read more

When my fiancée and I went in, the customer service was great. But things went downhill after I purchased my custom engagement ring. I placed the order and was told I would have it in 2 months. I did not receive any updates or emails so I went in on the pick up day and was told they did not have the ring. After complaining enough and speaking to people higher up, I learned that they never even placed my order. Once they finally placed my order things started to pick up. They were apologetic but I still didn't have the ring when I was supposed to. I finally got the ring after almost 3.5 months after placing my order. Communication was not great the whole process but at least I finally got my ring. The manager asked if I wanted to buy the warranty and I asked if it covered the morganite gemstone and he told me it did. So I bought the warranty thinking it would cover my morganite center stone and all the diamonds around it. Now 6 months later I am getting warranty work at another shop on the morganite center stone and am being told I have to pay for the work because the warranty does not cover morganite. I am very frustrated because I was lied to several times during the ordering process and now I've learned I was lied to and bought something that is useless to me. I am only writing this to warn other people. If I had know what I do now, I would have used another company. read more

I come here all the time ! Cheryl is amazing very professional and I am pretty sure she is the manager . She remembers her. Customers which is always appreciated and she always explains charges before getting anything done ! Today I just got everything inspected and clean read more

This review would be 1 star IF they hadn't spent about 45 minutes helping me. Cheryl & David worked with me. I went in on Thursday night looking for a specific type of Christian Cross wedding band. They listened to me and we looked through some catalogs. David took over and we found a wedding band that would work. David said he had to check with the vendor and get back to me via phone in 48hrs. The call never came. The band I was looking at was about $210.00 so I understand his commission would be low. When I came back to check on the ring, this time with my fiancée, neither of them remembered me. (This was 4 days later.) I showed them the business card David gave me with their names on it, told them I never heard back and wanted to know what the deal was. Cheryl called the vendor and forgot what ring we were looking at. I showed her on the back of the business card - where David had written it down. Cheryl said that though Kay designed the ring, the vendor couldn't make it. I asked them why and she said, "it's complicated - sometimes that happens." I thanked her and David, then mentioned the fact they wasted 4 days of my time. Neither of them seemed to care. What Cheryl and David didn't know and may never know is, I have my soon-to-be wife and two Goddaughters to buy jewelry for in the future. So the $210.00 wedding band I wanted could have generated them about $15,000.00 in sales over the next 5 to 10 years. They may not have cared. I will never return unless they give me money to shop there. If they didn't care about serving my needs at $210.00 - they sure as hell do NOT deserve the Blessings of additional sales commissions off of $15,000.00. Let this be a lesson to all Customer Service and Sales people on Yelp and beyond: serve your customers and they will form a relationship with you that may really pay off in the future. I recommend you go to Jared - it is a couple doors down. See my Yelp review of it. Those people took EXCELLENT care of us! So a miserable 2 stars for this Kay location for this time period. read more

If I could give a zero star rating I would. If you like good customer service this is NOT there store for you. We have been attempting to work with them for 6 weeks for an item we purchased (which we told would be a 2 week process). Zero follow up on the stores part. Any updates we have received have been because we contacted the store. We were promised by the store manager yesterday that we would receive a call today with an update. It is now 5:30 PM and still ZERO communication from him or anyone else at this store. Go someplace else where they may actually care that you spent 2K dollars in their store. read more

I've been to this location a couple of times. First time I was there, I bought an engagement ring and had an excellent experience. On 12/19/15, I went in and purchased a pendant and a necklace for my fiancé. Since they didn't have it in stock, I was told that if I paid for the two business day shipping, it would arrive on Tuesday, 12/22/15. When the pendant and necklace didn't arrive on Wednesday, 12/23/15, I called the store and spoke to Cheryl. I explained my situation to Cheryl, and she offered a phone number and suggested I check my email. While she was looking for the number, I checked my email and noticed that the delivery date was set for 1/7/16. I explained this to Cheryl and she took no ownership of the issue. I received a generic apology statement and was told that her employees cannot guarantee the date. She again suggested that I contact a toll free phone number. No attempt was made to resolve my issue even though I've spent well over 6K in their store and had an open credit line with them. I'm never coming back to this place. read more

Ask for Michal, she was patient & very helpful. We would definitely go back. Gonzalez - Gonzales read more

Big thank you to Michael for being so good to us and being extremely kind and caring. Our ENGAGEMENT was a success and we are very happy with our ring!!! read more

Michael and Christy helped my fiance and I find our wedding rings and they were just fabulous -- not pushy at all. Ive never been into a Kay before and I am so absolutely in love with my ring! Cant wait to pick it up next week. read more

No stars. I had the worst experience ever at this so called "fine jeweler" their product is crap, and their service is even worse. A necklace purchased 14 months ago from them is now ruined, by them (during my 6 month warranty inspection/ cleaning) and they refused to do anything...other than suggest I but a new one (not exchange), or spend more money on sending it in only to be lost or ruined, again. I probably would have had better luck at some really really crappy and cheap place, like Claire's boutique where I know the jewelry is cheap. Next time, I'll be taking my business to Jared read more

Michal is fantastic. Been dealing with her for years, followed her all the way from Chandler Mall. No pressure, best deal the first time, and genuinely cares about her customers. If you come here ask for Michal, you won't be disappointed! read more

I have been a customer with Kay Jewelers for almost 6 years. I have bought a men's wedding band, an engagement ring, an enhancer for the engagement ring and an anniversary ring which has cost a total of almost $8,000. It has been nothing but a terrible experience but this last time was the final straw. I have had over 8 stones fall out of my engagement ring/enhancer (I had them soldered together)over the last 5 years. In January, I had another stone fall out of my engagement ring so I took it in to have it repaired. After being told for days on end that my ring would be in the following day, I began to get worried. My husband attempted to call the store and the phone rang for over 10 minutes with no answer so we decided to go to the store. Once we got there, we were ignored for several minutes. They eventually acknowledged our existence and gave me my ring. Unfortunately for me, my ring had been completely mutilated. The ripped my enhancer from the engagement ring, the bands were ground down so thin that it didn't even fit correctly. It's not the fact that my ring is completely ruined that upsets me, but that they weren't even sorry that they dismembered a symbol of my marriage. The store manager Cheryl is a pathological liar and the assistant store manager is the most unprofessional, uneducated joke for a person I have ever had the displeasure of speaking to. I plan on seeking legal action and getting in touch with their district manager to ensure those women never step foot into a jewelry store again. read more

I was browsing in this Kay Jewlers with my little sister (big brothers big sisters ) she is 10 and we received VIP treatment from a true gentlemen. He showed us the rings under the microscope and did not hesitate to answer any questions my sister had. It was a life changing experience for her and I am grateful he helped us so much. read more

My husband and I came here to upgrade my wedding band and buy him a new wedding band. Jessica who helped us was very patient and nice. We placed our order and my husbands ring came in 1wk later, mine unfortunately took 2wks because the resizing of my ring was really small they said. When I finally got it back it was still too loose I wore it for about 3 days and had to take it back, praying it won't take another 2wks. One week into it I went into the store to just get an update since I was shopping around there anyways. Jessica was there but was busy and I ended up talking to a different lady which she was very rude and talked to me like I shouldn't even be in this store or afford anything there. Her name starts with a "K" I think. She said to me when I asked about an update "Well what does your claim ticket say? You would go by that." Either way I called their main customer service line to update my card information and told them about the service I got there. (Yeah I got their card they had a good deal, no interest for 12mos.) The guy apologize and said their stores reps don't represent the company very well because he himself had the same problem at a different Kay store went he went ring shopping for his fiancé and he works for them! read more

I came in with a ring that was NOT from Kay's. I needed to have it resized because it was large enough to fit Shrek's finger. It has mini diamonds on the band (not on the top next to the actual rock) and had just been told by an unnamed jewelry repair place that they wouldn't be able to resize it for that reason, especially since i needed it sized down by 2 whole sizes. The people at Kay's were SUPER cool and friendly, looked stuff up and sure enough said they would take on the challenge. The resizing is fairly priced and they even said they wouldn't charge for the sealing? Or something like that. THey we're just super friendly here and I would gladly recommend them and when we finally decide to actually get our bands (one thing at a time) we will definitely be bringing our business to this specific location read more

Let's just keep it short - AVOID THIS PLACE AT ALL COSTS!!!! I could bore you with all the details but just take my word for it, if you have a problem after the purchase don't bother talking to the condescending manager he'll just frustrate you more. Just go to one of the other 1000's of jewelry stores within 20 miles. read more

I did not buy anything today but I wanted to thank the team working there. I went in with my boyfriend to look at rings just to get an idea...a long story short...we spent over an hour and a half or so...I don't have the card with the associates name as my boyfriend kept it but he was so kind and touched base on sizes, cut, clarity, etc...and just allowed me to try on as many rings as I wanted knowing I wasn't buying that day. I know he was probably ready for lunch or a break but he didn't seemed rushed at all and I really appreciated that. As far as customer service I received today it was a 5. read more

I liked Kays because my husband bought promise rings there, so he bought my engagement ring there. That's when it went downhill. I guess it's great for "cheaper" products, but not worth you spending extravagant money. It took 6 months for my engagement ring to be resized, when it was promised 3 months. I got my ring in a week before my wedding, but that's only after I talked to Cheryl who told me that's all she could do. The employee told me it would take a week, but she rushed it 2 days. I called up the district manager and he was able to compensate a little, but it honestly should have been more. A month after I bought my wedding band, a stone fell out. At this point, I am just returning it. I'm tired of doing business here. I had the opportunity to return the engagement ring, but there's importance behind it so I'm not going to return it. Definitely don't recommend going here. Haha. read more

They swapped my Diamond with cloudy Diamond after repair with no inclusions! I had bought a beautiful Neil Lane engagement ring from one of your Kay Jeweler in the Fiesta Mall Mesa Az store. My fiance is a size 4 and the only size they had was a 5. They told me to purchase the warranty and they would re size it and put a temporary sizer on the ring. I left with the ring and warranty. I purposed a beautiful ring to my fiance and she wore it for about 10 days. Around that time we noticed one of the prongs was missing. We took the ring into the same Kay Jewelers store in Mesa Az, (Fiesta Mall). We gave them the ring to re-size and fix the prong holding up the diamond. They never offered to map out our diamond. I had to request the associates to do so. Once the diamond was mapped out, I looked at the diamond for about 8 minutes examining every inclusion which there were 8. I asked the associates about these black marks on the stone. I was told they are birthmarks in the diamond and are completely normal. Also told they never go away. On the Diamond, there were 4 on top going across the whole diamond and 5 on the bottom one looking like a wide scrape. I was called yesterday by one the associate letting me to know come in and pick up the ring it was ready. My Fiance and I were very excited and left in the evening to pick it up. When we got there 2 associates, were working 1 female and the other the manager. Immediately they handed the ring back to my Fiance never offered to re map the Diamond. So again I had to request the diamond to be remapped. The first associate mapped the diamond and she said here ya go! She didn't even confirm it was the same and quickly shut the magnifying machine off. She seemed very irritated with my fiance and I. I told her I wanted to look at the diamond. I have a vivid memory of the inclusions on the last diamond. When I looked up the magnifying machine, I noticed the New Diamond had only one inclusion all of the other inclusions were somehow missing. My first question to the female associate was that why were inclusions mapped on the paper not showing up on the ring? She said the diamond was steam cleaned and that is why they are missing. My 2nd question to her was what is the black mark on this diamond? She said is a carbon mark which is an inclusion part of the diamond's birth. I asked will it ever go away by cleaning? She said no it will be there forever. Then my 3rd question, "Where are all the other inclusions that were on the last diamond how come they went away? She had no answer for me. Saying uhmm i'm not sure. The whole time this conversation was going on the manager stood silent examining the new diamond with nothing at all to say. I told the female associate and the manager that this is clearly not the same diamond as the one I purchased! They stood there silent not saying a word and just looking down. The new diamond looks slightly smaller than the original. It doesn't sparkle in the sun or in the light and has a very cloudy look to it. Everyone beware of Kay Jewelers! They run a scam operation. I saw all the reviews online but never thought it was really going to happen to me. Yet it did. Kay Jewelers since you were too greedy and couldn't wait til after 60 days to scam me, i will be taking this ring back and letting the world know just how you treat your customers and how dishonest your business is ran. Thanks for ruining my beautiful engagement ring! read more

I have had great service here in the past- but was such an odd experience. I had requested an estimate for a repair on my wedding ring (not purchased at Kay) and the sales person began the paper work to send it out. When I read the contract (printed on a receipt) it said that if anything were to happen to the ring, Kay wasn't responsible unless they were found to be negligent. That means that if the post office lost it- I would be with out a ring! I simply wanted an estimate for a rhodium dip and for three small stones to be replaced. The person at the counter was able to give me the price for the rhodium but not the stones. It was such an odd exchange. She also told me that I shouldn't go to nearby Fast Fix because they are a "watch repair place and don't know how to repair jewelry" and suggested I go to Helzberg instead. I did drop off my ring purchased at Kay for the annual check but I think this will be the last time I visit this location. The staff was unprofessional and not the caliber you would expect to be working in a jewelry store. read more

My wife had asked me for a specific watch for Christmas. I have an open line of credit at Kays, so I tried buying it online. The watch was $225.00. I did not have my full acct number, just the last four numbers. I called here, the woman on the phone (Cheryl) told me she would order it. I had wanted to order it online, she countered back and told me this would be easier. Okay, not a big deal, but a tad annoying as she was completely ignoring what I was wanting to do. So, she ordered it and that was that. So, I went to pick it up when she called. Did I want the extended coverage? No, it was about $100 and the watch was on sale for $225. Too much I figured. So, she rang the watch up... $390.No, no, no. It was on sale for $225! Well, I looked up the link my wife had sent, now it said "no price available, out of stock". So, she dug further into the computer and found it had been on sale for 25% off. She told me they automatically apply the extended coverage as well and that brought it to $390. All of this would have been avoided had I just bought online. Folks, be careful with these people. I thought maybe an error occured. But, it was more than an error, she lost my trust with that entire series of events. I have been going to Kay for years, think I will opt out. Careful of extra charges being added on. read more

My husband and I came in looking to get a new wedding band and diamond. I asked them to make some changes to my current band. Unfortunately there was an issue. Jeff went above and beyond to try and make it right. He did everything within his power to make me happy. Jeff and Kay Jewelers know how to really take care of a customer. They have my business from now on. read more

I don't get the bad reviews. I've been in here multiple times and helped by several different people. Did a trade in and they asked if it was bought there. They didn't have to do that but it helped add double the trade in value. Bought the wife a nice anniversary ring and she loves it. Give these guys a try, they go out of their way to help. read more

Very poor service here. Stay away!! They said they could help us. Kept the jewelry for a month and then never called. We called several times and they kept putting us off. After charging us over $150 they finally told us they could not help!! SIX WEEKS later!! How do you run a business like this. Cheryl the manager was rude, condescending and unapologetic even knowing they made errors!!!!! Never,ever go there. read more

9/29/16 I ordered a necklace to be shipped to my niece in another state. Paid for it in full. My sister goes to pick it up and is told the only person that can pick up the item is ME- FROM A DIFFERENT STATE . I was not told this when I purchased it or I would have simply given my sisters name. My only option was to return and refund the item as this was "company policy". The manager at this Gilbert location was unconcerned and had zero compassion. I had to apologize to my 10 year old niece for missing her birthday, hopefully she understands company policy is more important than clearing up your employee mistakes. read more

My boyfriend bought my engagement ring from this location back in July and proposed to me in August. We took it in to get it sized the next day and it took them until the end of October to get it back to me. About mid November one of the center diamonds fell out and I was informed I would not be getting my ring back until January 18th! All they kept telling me is "see this is a perfect example of why he should buy you another ring." If you aren't a "sale" for them they have no need or sense of urgency for you. They have had my engagement ring about as long as I have been engaged. When I called the manager to ask if there was any way they could put a rush order on it for me so I had my ring for the holidays she stated she would look into it and call me back but she never did. The lack of customer service is very discouraging especially when it comes to an engagement, one of the most exciting times of my life and I don't have my ring to show off for it. I will never buy another piece of jewelry from this place and I will never recommend anybody to either. It's been a very unpleasant experience. read more