I really want to leave a 5 star review but unfortunately I really can’t after my last several interactions. We have been loyal customers to Kay’s for years and have bought at least 5 items from this location in the last 6 months. We had nothing but great experience from all of the employees. Except the woman I believe manages the store. While upgrading my wedding ring and hitting some hiccups outside of the stores control she approached us and in so many words asked us what we were still doing in the store….. really shocking and honestly hurt my feelings as we were in the process of purchasing a ring I was SOOO excited for. My husband even made a comment to me about the way she spoke to us. I tried to brush it off as all other store interactions had been nice with all of the other ladies. Welp, needless to say I’ve interacted with this woman AT LEAST twice since then each encounter I’ve been met with a very cold and condescending demeanor from her. It was to the point after picking up my new ring we went to another location to purchase another piece of jewelry we initially planned on purchasing at this store. I attempted to give the store yet another chance being that it is closest to me and because as stated every interaction EXCEPT for the ones with this woman had been amazing. And she YET AGAIN failed to meet the mark. She spoke at me as though I was an uneducated child and spoke AT me in such a condescending and disheartening manner. I was with a friend and as I walked away upset my friend asked me if I was okay and said she was shocked at how the lady spoke to me. To which I told her flat out it’s been a repeated issue with this woman and I am over this location due to it even though it’s closer to my house I’d much rather drive to St. John’s where at least you get treated with respect while spending the money. Unfortunately, one bad apple does indeed ruin the bunch. She really took away the excitement for upgrading ring from me and has continued to belittle me in every interaction after that. You would think someone working in a jewelry store would treat their customers with some kind of kindness and grace. Especially someone who has repeatedly purchased items and brought people to buy items when they were visiting from out of state. I really hope this location can address this issue because I would love to be able to shop at my local Kay’s without a fear of leaving the store feeling berated by an employee. I also want this to be a warning because I cannot imagine if that was my first ring shopping experience and I had that interaction. I would literally never shop at Kay’s again. Thankfully after living in several states and shopping in Kay’s across all of them I’ve NEVER had interactions even remotely similar to the ones I’ve had with this woman so, I can at least find ease in knowing it’s not Kay’s as whole. But, I would definitely take heed and exhibit caution if you use this location.

I am so disappointed in this company. My fiancé bought me a bracelet for Christmas 2020. Within a month the bracelet broke so I went back and I switched out for the same bracelet within a week it broke again. So I switched out for a different bracelet, that bracelet started breaking at the rope within a week or two so I went back and got something more expensive and picked it out myself. The bracelet was an online only special so the store gave me a refund and ordered it for me at the store online, after I left the store I got an email saying my order was canceled so I called the store and they said they were closing to call tomorrow. So I hung up and called Customer Service who told me that the bracelet was at two stores in another state, so the next day I called back the store I bought the bracelet from and they ordered it for me online... so this is two times that I’m being charged for the same bracelet. they tell me they’ll put in the order that day and call me later days and days and days go by finally I called him and he tells me he’s going to call the store and find out about the order and call me back. I get a call back a few minutes later from a manager saying that that store actually didn’t have the bracelet and there’s none left in the inventory. So I guess I’m just going to get my refund(s) and never go to Kay Jewelers again.

I have been a long time customer of Kay's at River City market place in Jacksonville. About 7 years ago customer service was at an all time low. They brought in new management and some new team members. Austin and Kourtney were the absolute best. Once Austin and Nancy left I dealt strictly with Kourtney. They turned the store around. Instead of keeping that team they promoted several then let them go. I shopped there faithfully and even designed 2 custom rings for my husband as well as my jewelry and jewelry purchases for family during this time. Since Kourtney left that store is a complete disaster. Today my daughter and I went in to look at rings. 2 new people working. No greeting at all. No welcome to Kay's. No we will be with you in a minute absolutely nothing. After 5 minutes of not even being acknowledged we decided to leave and shop elsewhere. This store is a complete disaster. You obviously let the wrong people go. I definitely will NEVER walk into that store again. I will drive acrossed the bridge to get my current jewelry checked and purchase any new Jewelry from a jewelry store that is not owned by Kay's. You need to send Nancy back from TX to save this store.

EXCELLENT CUSTOMER SERVICE!!! The welcoming, warm and caring spirit that I received when I walked in the door along with AMAZING SERVICE from the employee Walidah Walker really impressed me. She DEFINITELY cares about the customers!!! She's patient and caring. I felt comfortable and not rushed. She listened and gave exceptional advice.. Sad to admit but the care that she gave when inspecting and cleaning my ring was so sweet and thorough for the first time..My ring actually came back to life again for the first time. I really enjoyed my shopping experience today. Great job Kay Jewelers!

Jewelry is good quality but Kay jewelry customer service is bad. I wanted a gold chain and pendant but the chain was 18" and I wanted a 20" chain. They would not swap the 18" for the 20" they forced me to buy the 20" chain separate adding $300.00 to the purchase. Then without asking they added an over $100.00. Warranty that requires that I take the jewelry back to them every 6 months for inspection or the warranty is void. Kay Jewelry is about as bad as a used car lot.

Went there yesterday to have my husbands necklace repaired I was told it would cost $199. In had no problem with that but then another sales lady came over and proceeded to tell me it was only gold plated and they would not repair it! I then took it to Barnett Jewelers and showed them they are not only going to repair for less money but tested the necklace and it is 18 karat gold! Appears that Kay Jewelers have people working there that know nothing about jewelry!

Ariane helped me to pick the most amazing ring and necklace Her and Cheryl were both so genuine and personable. I loved the way they helped me with no pressure to buy anything. I will definitely make the trip to the other side of town to come to this location for all my jewelry needs. I have a store right next to me but loved my experience that I had today. Thank you so much ladies and I hope you have an absolutely amazing day

I love Kay Jewlers omg! I got my promise ring from here from my boyfriend and it’s so lovely, I accidentally broke it at a Super Bowl party and I kept all the pieces and I brought it in and they were able to fix it and clean it and replace the few small diamonds missing. It was free with our 6 month inspection plan. It looks just like I bought it and I’m so happy with them. Will forever be shopping with Kay Jewlers

I visited the store yesterday with my 8 year old daughter for her to pick herself a necklace and earrings out. We had the pleasure to be assisted by Lilli and she was hands down the best. She was explaining what was what with my daughter and treated her as if she was the one spending the money which was great to me. My daughter walked out happy which meant the world to me.

I'm blown away by the service at this location. I brought some jewelry in for repair and because it was taking so long for the repair, Kelly made it worth my wild. She doesn't try to upsell me at all. She is respectful and offers advice that always helps me get out of a bind with the miss. Thank you Kelly for always making my day easier when I shop at this location

There are other locations of Kay’s closer to my house but I return to this location because of Melissa & Courtney. They are so personable, they remember me and what kind of styles I like, and take their time to ensure I am happy with my purchases. If you go to this location make sure you see one of these two employees!!

Thank you Chelsie for helping me with my purchase and exchanges. You were very patient and knowledgeable and made sure I got all of my discounts that were offered. Employees like you, make all the difference when a customer chooses where to spend their hard earn dollars. Thanks for your help!

This was an amazing and outstanding experience. I was helped by the manager (Walidah) she went above and beyond to make sure that I had the exact bridal set that I wanted. This store was absolutely amazing and the customer service was second to none.

Courtney is an amazing person! He went ABOVE and beyond in a very stressful time for my fianceand I. 27 days before our wedding my main stone fell out of my ring. Courtney took the time to help me, all while short handed and a store full of

If you're looking for initial customer service, they're all over it. Once they have your business locked in, you're nothing more to them than a burden. I took my wife's rings in to get cleaned and re-sized (included in the extended service

Let me just start by saying.... Courtney is by far one of the greatest employees of Kay’s, if it was not for Courtney... I would have reported Kay’s to the BBB and cut up my fiancé’s card!!!!! I had the worst experience with Kay’s customer

There is or was an Hispanic woman working in this store, my fiance bought my ring from her and she started calling him with absurd, out of nowhere questions, then she gave him her private number and started texting him from her phone, this

My fiancé and I are getting married on 3/3/18, we ordered our rings back in January, got sized for our rings and everything. We were under the impression that when we came to get our rings in, they would be completely ready. Sized and all.

Undelivered promises. Friendly staff but they never seem to have their act together when it comes to sending jewelry out. My ring that needed sized for our wedding never got sent out until 2 weeks later. Recent ring with platinum coating

Picked out a ring on 9/16/16 and had a promise date of 9/27/16. Didn't receive a phone call. I called them on 9/30/16 and was told my date got moved to 10/4/16 and she's sorry that no one called me. I called on 10/4/16 and was told the

Walidah … I absolutely LOVE her. She was amazing got us everything we wanted, was very understanding, patient, and personable. The customer service at the whole establishment was AMAZING. I will definitely continue to come back.

Walidah the store manager is the greatest! She was absolutely amazing. She’s very helpful and informed us of so much and definitely accommodated all our needs and surpassed our expectations.

My husband bought a ring over 500.00 Surpose to be Rose gold but turned silver,took it back they gave it back,still silver Will never recommended or buy from Kay again.Heart broken.

Ms Walidah and Ms.Adrian both were very professional, polite and patient. They are the reasons I will come again and again for my jewelry collections. Thanks ladies. Mrs. McAfee

Great experience with the store manager! She quickly helped me with jewelry repair, fixing my account, and cleaning while I was there. Love the selections in the store as well!

Walidah is very professional, and pleasant. The past few times I’ve gone to Kay she has assisted me and provided knowledge and exceptional customer service. Thank you

Today I went into Kay’s to get my ring inspected and cleaned Ms.Walidah really took her time and showed me some future options! She was awesome! Thank you so much!

She helped me and my wife Great experience walidah was very helpful and great with her customer service skills we will definitely come back thank you!

Service was amazing!!! Katie and the store manager were very helpful to me and all of the customers that walked into the store.

I love the atmosphere & they were very helpful. Walidah & Travis helped my future husband & I make our upcoming union special.

The New manager at Kay’s River City Walidah Walker is Awesome. She knows here job and takes her time with everyone!!

bought this for my wife mothers day...we come get cleaned they are the only location with their cleaner works!

Ms. Walidah and Mr. Mike are awesome. Walidah help with my purchase for my wife. Very attentive staff.

Knowledge staff, courtesy and friendly really appreciate Nancy and Walidah

Great customer service. My jewelry was flawless when I picked it up today!

I will definitely be coming back for all future jewelry purchases.

Walidah is amazing. Made the process painless and I will be back!

Wonderful experience thank you Ariana for your great service

Katie at Kay and the other staff members were very helpful!

Great company and very good customer service.