Just happened to stop in to browse studs for my daughter. There was one staff member that greeted us as soon as we stepped in. He was very attentive and helped my daughter with what she needed even breaking down some of the sales. My youngest had to use the restroom and they allowed us to use it.. I'm not use to that in jewelry stores so I was won over simply by accommodating the customers needs. At the end we didn't even buy anything lol now that I felt crappy for but overall the experience was great .... Was sent off with well wished by all 3 sales persons while leaving . read more

I had such a great experience!! Everyone was attentive and friendly. Special shoutout to Nikki wonderful energy and amazing customer service!!!!!!!!!! read more

I called the store to inquire about silicone ring guard. I was quoted approximately $20. When I arrived at the store and they attached the silicone to my ring and cut less than a quarter inch and still charged $20 for something that cost less than $8 on Amazon for a couple feet of silicone. I would never buy anything else from Kay Jewelers. That was considered highway robbery. read more

I had recently received a Bulova watch as a gift from a family member. Unfortunately, my wrist isn't that thick so the watch hung loose on me so I had to bring it in to get some of the links removed. I was worried that, since I was taking the watch to a different Kay Jewelers than it was originally purchased, they would charge me a fee/need an appointment to get it done. I was pleasantly surprised with the quickness and efficiency of the staff that helped me and I was in/out in under 10 minutes, free of charge! The staff all worse masks, were courteous/friendly, and made sure their were plenty of signs encouraging social distancing among other COVID-19 policies implemented by their store. Their establishment was clean and well organized which is crucial given the status of the pandemic. All in all, a great experience at Kay's Jewelers in Laurel, MD! read more

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So we ordered at $15,000 engagement ring through Kay Jewelers. Once we received the ring it was the wrong size. We ordered a size 5 and they sent a size 7. Not even close to the same size. One would think when you spend this kind of money there would be some quality control. So we call their customer service to get the correct size and we get the run around and refusal to get us a supervisor on the phone. They are telling us we need to now go into a store and return that one and make a new purchase. Absolutely not!!! They made the mistake they can send a new ring and we send the incorrect one back. At this point we are returning the ring and will find a better place to spend $15,000!!!! read more

Hello, just want to give a shut out to Ms. Vonnie. A week and a half from my wedding I needed my engagement ring polished. Ms. Vonnie contacted the repair shop sent my ring over immediately. The repair shop polished my ring and returned it promptly for my wedding. So, shout out to the repair shop, too. Also, whenever I go to the store Stephen is there to assist me. I rarely leave the store without a purchase. Not to leave out the other store representatives they are all great. My husband will go to the store with a picture or text of an item I like. Everyone will help him and of course he leaves with a complete set of the item. Thanks to all in the Laurel Kay Jewelers for your EXCELLENT customer service. read more

Another Kay location recommended I should see Arturo, the watch person but he was out. The handwritten store sign on Sunday said, delay opening but it did not state when they were going to open. Then, when the store finally opened at 2PM, I was the first person but the store person was busy. I was given mixed information about the store policy on watch battery. I have better experience in Glen Burnie whether I do not buy a jewelry. But when my partner came into the store, I had better treatment. Men, figure that out. read more

So my fiancé and I have been coming to Kays for our jewelry needs for a year. I literally had THE best customer service hands down at this particular location. Ester and Stephen were amazing. They were patient, were relatable, professional and were completely knowledgeable about the jewelry that I needed to buy. I was super indecisive about which ring I wanted to buy my future husband, and they made everything seamless and easy to understand and I was able to pick a ring that makes me so excited to give it to my husband. I will be coming to this location only in the future. Thank you to Esther and Steven for making my shopping experience a great one. Ask for one of them when you go there. It's worth it! read more

I've been buying jewelry for many years but never had such an issue getting a bracelet sized correctly. Without the valentine's day gift for basically two months. First it was still too big then it was too small. Then after the first or second time wearing it, it breaks. Now it's apparently out of the 90 day period and they won't exchange it or really do anything but fix it. Not sure my girl wants to risk losing it since it fell off already and has been resized a couple of times. Now we have to call customer service. Come on Kay this wasn't a cheap investment. read more

My husband and I came into the store looking wedding set and got the best customer service from Vonnie. She was very patience and help us find the perfect set. Please ask for her when visiting this location she is hands down the best!! read more

Kay Jewelers in the new Laurel town center is the best. These guys are awesome! Great prices and warranty packages. Ask for Neeraj or David.

i received exceptional customer service from nikki hemphill make sure you ask for her as soon as you walk in yku will not ne disappointed!

My friend went to check up on rings her and her fiancé had recently bought and resized. They kept getting different dates on when their rings would be ready and the last time they went they had theee worst experience ever due to "THE MANAGER" Banae. They regret purchasing anything from that Kay's location which has made me decide to not ever want to even walk in there. I was thinking about going to get my fiancées ring at this Kay's location but NEVER MIND. An unprofessional attitudey manager won't get my money! Hope Kay realizes that who they have working for them will reflect their business in a huge way! Good luck Kay's and Banae with that nasty attitude you will never excel anywhere else. I would of put her in her place and reminded her how she gets paid! read more

Today, I walked into the Kay store located in west Laurel (Laurel Shopping Center) without being greeted by an employee. I was finally assisted by an employee, he was very kind. He helped me put my order in for a size change on my band and ring. He tells me my ring will be ready for the 2nd of April. So then I ask him if I can get a status on my fiancé's ring but he seemed confused so he calls over his manager Banae ( which looked like she was given a manager position to be an absolute pain in the ass to her customers) over. She then gets smart with her employee which is completely rude to begin with. As the customer I thought it was only right for her to assist me in a professional manner. I wasn't satisfied at all and instead of her making me feel welcomed to the store I felt like I was speaking to a total douchebag that was having a bad day. I wanted to have an idea on when the ring would be ready to get picked up but instead she decided to give me a hard time by telling me it's on the way. I would really appreciate you guys reviewing this situation and taking immediate action because I don't think it's fair for anyone to experience this kind of weak customer service! read more

I had a wonderful experience at Kays. Shout out to Stephen for his superior customer service. He was so patient, and took the time to help make the choice. He went above and beyond to help. Im grateful for his help. read more

Unfortunately, I had a very bad experience at this location. I've never reviewed any business, good or bad, but there is a first time for everything. I took in a Burberry watch (a pretty good watch, not a Rolex of course, but not a cheap Timex either) for a battery replacement. The gentleman who helped me (his name started with an 'M' but I never saw it written down and don't want to butcher it here) was courteous and helpful. He and a younger associate took turns with the watch but ultimately came back to me and said they tried two different batteries but the watch still did not work. They said there would be no charge since it didn't get fixed. Fair enough. I can appreciate that. The next day, today, I took it to a dedicated watch shop in Kensington, MD to ask what they thought was wrong with it. They opened the watch up and said, "Oh, your battery is just in upside down!" I was rather happy because I thought that would save me $80 bucks or more that I thought I would have to spend on an overhaul. As he looked closer though, he noticed that the lower contact was broken off, the piece that holds the battery in place was bent and a small plastic insulator film was missing. Unfortunately, due to the contact being broken off, some of the internal components would need to be replaced which would run about $125. So, obviously upset, I went immediately back to the Kay Jewelers in Laurel to alert them to the damage. Needless to say, I was given the run around of "Well, how do we know it wasn't broken when it came in" and "we replace many batteries a day and this never happens" and ultimately, "we can send it out for repair and give you a discount." Taking these statements one at a time: 1. Well, you can't know that it wasn't broken when I came in. The battery was dead so it wasn't working anyway. However, I know that MY watch was working until the battery stopped. Then I brought it in, and here we are. I understand it doesn't mean anything to Kay Jewelers that I've never before reviewed anything, but the fact that I am willing to now will hopefully keep someone else from going there to have a watch battery replaced and end up in the same situation. That I am willing to now put my name on a review on the internet alerting people to this incident is all I can do to show this is not some two-bit watch repair scam. 2. Yes, I am sure that many watch battery replacements go off around the world without a hitch every day. However, accidents do happen and mistakes are made, so track records don't preclude you from accidentally breaking someone else's property. Just own up to it and make it right. 3. So, after having my watch broken by Kay Jewelers, I am going to have to pay Kay Jewelers to fix my watch? That doesn't sound like a good plan. I told the manager that I would pay the $15 dollars that the initial battery replacement would have cost (which, by the way, should really only cost about $5-10 depending on if you have a coupon at an actual watch shop. Unfortunately, I found this out too late.) I came into Kay Jewelers thinking I would pay $15 for the battery and frankly, even offering to pay that amount for the repair was not my responsibility. I hate that I have had to write this. It could have been handled better and I would have gladly put a better review. But alas, it was not. Again, the associate Mr. 'M' was polite and I have no hard feelings. The bottom line is, Kay Jewelers broke my watch, refused to fix it and I have zero recourse but to write this review. Hopefully it will help others make a better decision in the future. read more