Overall, Kay Jewelers is a company that cares more about the upsale than it does for their customer base. Perhaps it is because they tend to have a business model where they believe their customer base is endless so they treat you as just a number value. Ultimately, if you go into there and make a purchase, I would not bother with a warranty. It is an upsale tactic purely and does nothing to insure you or your purchase. I purchased earrings for my wife's first Mother's Day back in May 2014; with the overpriced warranty. Unfortunately she lost one of them during an event and was unable to find it. Over this past weekend, 9/13/14, I took the remaining earring and paperwork in to hopefully be able to replace the missing one and brighten my wife's mood on her loss. I went into the store with my 4 month old son and was greeted by a woman who looked like she had better days. Her breathe had a stinch of fresh cigarette smoke, her pants were tattered at the bottom (like she bought too long of pants and did not take the time to have them altered to be presentable in such a workplace), and she stumbled around more than once due to either heels or alcohol. She also had a tongue piercing which I do not count against her, but in an environment such as a jewelery store, I would think she would remove it during her shift. I described the situation and was informed that they would put the value of half the earring to the purchase of a new set of earrings, BUT I would have to buy a whole new warranty; PURELY because they "cannot" transfer warranties due to a barcode number that identifies one purchase from another. Is there system that outdated that they cannot manually imput new barcodes or is it that they do all they can to perform the upsale? I believe it is unfortunately the latter. I place emphasis on the fact that I did expect to pay out of pocket to replace the earring, but WHY a new warranty? After informing her I would take my business elsewhere, she did make an attempt to call customer service to work something out. During that period of time, another customer came in who was rude and loudly stating that he demanded service because he needed to buy an item. A second employee informed him that they would help him when they were finished with me and a second customer who was already in there making a purchase. Unfortunately he was still rude but was quieter. The original employee came back to me and stated "I believe we have a good solution..." and then immediately stopped mid sentence and began assisting the rude man. The employee completely disregarded me, my issue, and any solutions she may have figured out. Completely outraged, I left without letting anyone know. Why should I sit and wait while she disregards me for a quick sale? Is that part of the business model as well? The following day, 9/14/14, I went back into the store to discuss the course of events that occurred the previous night. The "manager on duty" was unapologetic about the event and stated it was my choice to shop elsewhere. In shock at his demeanor, I requested the customer relations number and left. At no point during my time in the store that day, did the female employee from the previous evening come up to me and apologize for her poor service; yes she was there pretending that I could not see her. How can you rate a company well when their entire practice and business model puts the customer last. I know traffic flow is high but I am/was a repeat customer with their company. Not any longer. I would rather give my wife macaroni jewelery from now on that pay a dime to Kay Jewelers.

I had an exceptional time here. My now fiancé and I had decided to choose a ring together, and we are so glad we stumbled on this hidden gem. The showroom is warm and welcoming, with a wide selection of jewelry and watches to be viewed immediately. Even though we arrived within an hour of closing, my fiancé and I were acknowledged at once and then assisted by the exceptionally professional and kind Amy. She’s experienced, knowledgeable, and extremely helpful. At the time, we were just casually looking, barely more than window-shopping, and even with that in mind, Amy pleasantly surprised us. Sally soon joined to present her own terrific eye for the styles we enjoyed and efficiently supplying a fantastic, ethically-sourced, and budget-conscious selection. My fiancé and I were touched by them working WITHIN our budget and then not trying to push us beyond it. We were presented with a variety of beautiful engagement rings. Sally recognized our ultimate choice was very similar to a ring on discount, and found a wonderfully priced option well within our budget. We were so elated and knew a better deal could not be found. My fiancé and I had gone to multiple stores (including Audrey Hepburn’s jewelry company down the street), and had either impersonal or pushy associates, and because of this we figured it would be LONG before we found what we wanted. I am so happy with our choice of ring, store, and the professionalism of their staff. With such knowledgeable and exceptional service, given by Sally and Amy, this Kay Jewelers location is now our store of choice. Thank you both so much for an unforgettable and lovely experience!

Do you still like to purchase jewelry storefront rather than online? Me too. I have been here twice. The 1st time I met Eric with the bow tie and he helped me exchange and upgrade to a designer necklace and also shop early for a birthday gift for my teen. I was with my other daughter and she loved Eric too. Flawless exchange with sales history stored for you personally onsite. Received a coupon on sales receipt for a future purchase with an extended date. Yesterday I went in again to purchase that bday gift and maybe get a service on my wedding set. I met the new manager Tony. Again, very friendly helpful, not rushed, but knowledgeable, kind, and welcoming. My service will take 2 weeks, but I think they will not disappoint. After encouragement, I joined their rewards program, but no benefit yet. Was not allowed to put initial purchase on new card. I don't know why? I thought that was usually the point? Manager was a little confused about that too. He said it was due to the coupon they had redeemed with the purchase? I did notice while waiting they have a couple of vintage-inspired designs in earrings and pendants. Nice tasteful designs. Pricing seems very competitive related to rotating promotions. I will say that my 1st visit I circled the lot for parking on a Saturday. It was crazy to get in here. Yesterday afternoon was on a Friday and parking and access was very much easier!

I purchased a ring at another place, and went into Kay Jewelers to get my size fixed because the store didn’t have my size. The lady who helped me then was very nice, but I guess she screwed up the paperwork and misinformed me about the sizing. Back then, I was told that I can fix my ring into any size for the same price. And she also didn’t ask for my current ring size since it didn’t matter. A few weeks later I get a phone call saying that my ring was ready, and I go into the store asking for my ring. Apparently the work wasn’t done, and it initially said that it was due to the fact that the payment wasn’t being made. I showed them a receipt to prove my payment, and then they find their receipt. And then they told me that it was because I wanted to size up to three sizes and they were unable to do that. And so I told them that it was only two sizes because my ring was initially size 9. And they didn’t believe me saying that it was written as a size 8, which I asked them to measure it. It turns out it was size 9, and they told me that they can’t do anything but to refund or return it to the shop which will take 2-3 weeks after waiting for 2 weeks. Mistakes happen, and I’m usually forgiving about it, but being blamed on without confirming was not professional. I’m not coming back.

Michelle or Chelly, the manager, is a fantastic person. Went in to exchange a ring that I had been duped into buying at the Anderson store. I was trying to exchange for the ring I originally wanted to buy. The sales clerk at the Anderson store totally mislead me just to get me out the door with a ring. He assured me that I could exchange for around 100 if she didn't like the ring that he convinced me to buy. When I went to exchange it was over 300! This nice woman had to deal with me in a very frustrated state....she kept calm and very nice and polite the whole time. She went through all of my options of how to work it out..... we ended up returning the ring and using some rewards I had to get the one we originally wanted. She saved us money and was super helpful/nice. Explained things very clearly and told me all my options. Not just a sales person, truly looking out for the best interest of her customers. I was ready to quit Kays and never shop there again. Her positive attitude and willingness to work with me and help me changed all that! A+ Im from anderson and I will be shopping there from now on, the service is worth the drive!

If I could give them -5 stars I would. Never in my life have I've been so disrespected. I was doing some last minute shopping and stopped in Kays to find a diamond necklace . While I was standing in the store waiting to be served I picked up one of thier ad booklets as I flipped trough it I noticed a discounted ring I wanted to purchase as well so I kept my thumb on that page. As the clerk was rushing to serve everyone he skipped over me twice. He finally walked up to me and and said "we ain't got that ring any more" and walked off. I had to follow behind him and after he served other guest I told him that I wasn't here for just the ring and I was looking for a necklace before I could tell him the style or my price range he showed me to a counter and signaled security to watch me. Ar this point I was livid and I wanted to call that man everything in the book but I just walked out the store and took my business to Jared....

Me and my boyfriend went to Kay at Castleton Square Mall this weekend to look at engagement rings and we were very happy with our service. Due to COVID-19, we were greeted at the door by Sarah. She was great, informative, and very helpful. Unfortunately, this Kay didn't have a ton to choose from. I only had 2 rings to really consider after she narrowed down the style I liked. I wasn't comfortable making my decision with so little options. I am also skeptical about the warranty that Kay gives.. I've heard complaints from buyers and it made me nervous. Our service was great and we'd love to make sure Sarah gets the recommendation that she deserves, but a place like Castleton (a ritzy area with a lot of competition) needs to have a much bigger selection of fine jewelry and engagement rings.

At one point I may have looked at Kay Jewelers as just another place to spend a lot of money on a ring, after all I am just a guy. My experience though was far better than I could've asked for. The manager Shelly always had a smile on her face, listened to my concerns and was truly dedicated to making the process painless for me. She even remembered my wedding date and the small little details of our wedding (even if she did have it written down somewhere). I would recommend Kay jewelers to anyone looking to buy a ring because lets face it, any jeweler has a ring to buy, its the customer service that truly matters. Another great thing about Kay is they don't broadcast annoying commercials on the radio every 5 minutes like Shane Co. 5 stars, 2 thumbs up!

The Kay at Castleton is amazing! The sweetest associate Sally, helped my boyfriend & I and made our experience sooo special. She took so much time to educate us and make our needs/wants (budget, & style) happen so easy! Buying an engagement ring is clearly a huge deal and she made our visit so warm and welcoming. After this store we went into the Zales in the mall, and we left pretty immediate due to the fact it was the opposite vibe in that store and we had little help and the associate was (no offense, bad) But Kay, the awesome Sally, and the vibe they held was fabulous. We all need an experience like this one! Thanks Sally you rock :))

i normally go to the circle center mall where the majority of workers are black who gives us a warm welcoming greeting. i and my grand daughters walked into your store we got ugly looks like we shouldn't be there especially from the heavyset white girl. but i smiled at her so she'll know i saw that look. but the young guy and slender built lady treated me as if i was special. their customer service was 100 plus they went above and beyond to help me. i think the manager was there she was nice to. i would have given 5 star if it wasn't how i felt when i walk into your store. i'll be back in a few weeks.

I got myself a a 1ct diamond ring from Kay's Castlet. Had it on for 3 hours and the diamond fail out. At this point I just wanted my money refunded, however they issue a check refund that may take up to 3 weeks. This was suppose to be a gift for Christmas. I have been majorly inconvenienced. An the management did not handle the situation as a professional. I will be returning everything bought from Kay's for gift after the way I was treated and will never in LIFE spend another dime with this company. Contacted corperate and they pretty much said that's all they can do. Real B/S

Customer service was horrible in this place. I came in to get an upgrade for my wedding band and no-one even spoke to my husband and I for 10 minutes. Finally, one of the agents overheard me complaining to my husband and she then acknowledges me slightly. Agter waiting for 40 minutes, we left. I asked one of the clerks when hew would be available and the other clerk commented nastily saying ma'am I told you we are busy and will be with you shortly. There was no protocol or sign in sheet for which customer was next. I was very disappointed and will never shop there again.

I came into Kay’s looking for a gift for my daughter in law. I was looking for a locket an I met Jocelyn Gamblin. She let me know there were no lockets in the store but I could order one. I did not want to do that. Jocelyn took the time to get to know me an my daughter in law by asking questions that would help in finding not only a perfect gift but a gift that means a lot to me to give to my daughter in law an hopefully mean just as much to her. I can not thank Jocelyn enough for all her help a the amazing personal gift I left with.

I was at Kay’s Jeweler’s in Castleton Square Mall . I am African American I stood there for about 5 minutes before anyone asked if I need help. No customers in the store but my daughter an myself.. When I did get service it was a rude Indian women as we couldn’t afford anything out of there. We spent 600 on a necklace which was put in a bag as if wouldn’t tangle. I WILL NEVER SPEND NO MORE MONEY THERE!! They acted like we didn’t belong. Signed Unsatisfied with service

The store manager, Tony, is the best Jewler I’ve come across - and I went to just about every jewelry store in north Indy searching for an engagement ring. Not only is he personable, but he genuinely cares about what you want and will do just about anything it takes to get you the best price. He also doesn’t try to sell you on things you don’t need that boost his commission - he’s down to earth and amazing to work with! If you go, ask for Tony!

my husband and I came to the Kay Jewelers at Castleton Square. I had already done my research and I had a pretty clear idea of what I wanted. The lady who helped us was super friendly but did not push me in any way. I was shown many choices. I showed her the pictures I had on my phone. I told her our budget and immediately kept the rings she showed me in our price range.

Not a happy customer. We have spent near 5,000.00 and my ring was not properly sized by the sales associate at the end of the sale. She did not size my finger. The ring came back not sized correctly and too big. It had to be resent out. Though the manager apologized, nothing was done to "try and make it right." I left very upset. I'm not happy with them at all.

Lyneca was so informative, professional, and attentive to my needs as a customer. I highly recommend her if anyone is looking for new Jewelry she's excellent at what she does. She gave me her honest opinion and helped me to Make an informed decision on which item to buy. Thanks again Lyneca keep up the good work! Excellent service!

Tony was our rep and he made buying a quality engagement ring at my price point very enjoyable! Not only was he knowledgeable about the product line and intricacies of diamonds but he shot it straight with me which I value being a sales person myself. I would and have suggested him for any jewelry purchase to my family and friends.

First off sally is truly an angel and helped me so so much! After being extremely disgruntled via the online ordering, physically going into the store was honestly such a relief because of the warm welcome and GREAT customer service that was displayed! I want to thank KAY jewelers for helping make me the luckiest man in the world!

Omg!!! Hands down THE BEST customer service I have ever gotten anywhere! Linda is amazing and VERY patient. She spent so much time with my husband and I, making sure I found my perfect ring. She ordered a couple things for me and called me often to give me updates on it. I will never shop at another jewelry store.

Completely unprofessional and rude. I had to call them about my earring I dropped off to have fixed after a month, and had to call again for the ring I had dropped off. Spoke to someone on the phone who was completely rude couldn't find my order and stated they tried to call both numbers when a call was never mad

SPECIFICALLY to LINDA FELTNER.. thank you for helping me with my order during the covid 19 pandemic. I ordered something on April 9 and it's June 2 2020 and I still haven't received the anniversary gift but your customer service and empathy shown at least made me feel better about the whole situation.

The Assistant Manager Jocelyn, was really wonderful. I came in with several broken pieces and repairs. She really helped me understand the value of having a warranty on my jewelry. We had some bumps in the visit but she did everything to help me while in store. She was AMAZING!! ❤️

My repair was supposed to be ready for pickup on 8.22. I called the day before just to confirm. I drove all the way across town in all the traffic only to be told that it was not there for pickup. No offer to compensate me for the inconvenience. I’m highly disgusted ☹️☹️ …

I tried taking in a bracelet that we haven’t even had for a month and broke and even over an hour after they opened they were still closed for inventory with no warning other than a sign on the door when you get there. I guess call every time you need to go here just in case.

I purchased my mother a beautiful-bracelet for my Mother’s Day here! They were very professional, and helpful with any of my concerns. The bracelet still remains my mothers favorite to this day. It was quite pricey, but worth every penny. I truly appreciate Kay’s!!

Every thing they did they messed it up. Makes me wonder are they trust worthy. Had to go to store 3 times to buy a ring. They were to size both and forgot to do one. May not be ready for date needed. Bummer waiting for rings??? Not ready when they promised.

They be having the best deals all the time they're little sales be having some of the best deals on little jewelry items and actually pretty good deals on some nice jewelry friendly staff knowledgeable work with you absolutely love it recommend 10 out of 10

Went in to get a couple of links taken out of a citizen watch, mind you they were very condescending about the whole ordeal, mind you I’ve spent 1,000s of dollars at this store, movado watches, citizen, levian. I will take my business elsewhere from now on.

Kenneth is amazing!! My husband and I walked in Kay’s to replace my ring; Kenneth went above and beyond to help us!!! From his smile to his generous personality!!! We definitely plan to return in the future for more jewelry and Kenneth will be our go to!!

I took my Movado watch in to change battery. They overcharged me at Kay's in castleton mall $377 for cleaning and battery. Downtown indy Kay's charges $167. They won't give me money back for overcharging me. I just wanted a battery.

Arrived to pick up my ring for the second time after it was sized. The first time they called me to pick it up they didn't even have it. Was not greeted by anyone. The people are rude service is slow. Would not buy from here again.

I was kindly greeted when I entered the store. The salesperson who helped me was courteous, conversational and helpful. My credit application process took only minutes and my sale was complete. I will def return to that location.

Completely unhappy with this location. They are rude and unprofessional and lied to us about not interest for 12 months. Yes there is not interest if you put 20% down, which no one told us! Wouldn't go back there for anything.

I'm a very unhappy customer. The jewelry I purchased had to be serviced. Mind you I'm still paying on them. I had to return the items TWICE, because it wasn't done right the first time.

We received excellent service from assistant store manager. She was absolutely amazing, helped us will all of our inquiries and took great care of us. 100% satisfaction!

I was there 12.23.19,I had a great time here, very professional, very relax environment. I loved the enthusiasm and demeanor of Linda and the staff …

They are always changing their hours and never update the website. I am constantly trying to get my rings inspected and they are never open when I show up.

Walked in just to look and walked out with the one!!! Great selection, great customer service. Definitely a place to visit for all your jewelry needs.

My jewelry lady Sally is awesome. She has a great sense of humor and an eye for jewelry bling. Great customer service as soon as you walk in the door

Very friendly. Eager to assist. Told them what I was looking for and they dug in merchandise that was under the counter and found the perfect piece.

Jocelyn is amazing and very approachable. She helped me find the perfect wedding set for my wife. I will be a customer of hers for life.

This is my store they treat us. Like roalyalty and never hesitate to show us a smile. To my crew at Kay's I love you all

great deals and the staff is soo professional and nice, my wife and i will be back for all our jewelry needs and wants.

Lyneca is amazing , knowledgeable and professional a pleasure to do business with..... BTW she deserves a raise!!

Sarah was very helpful with helping my fiancé and I find our rings sizes, rings and helped us make a "wishlist"!

Mya was very helpful and knowledgeable to help make my special purchase very pleasant and easy. Thank you Mya!

Halee was great!!! We ended up coming in for one ring got 2 more! All because of her great customer service.

My rings went in to be serviced and Sally made it a WONDERFUL experience! I am beyond satisfied! Thanks Kay!

Hailey and mya ate the best couldn’t ask for better customer service n patience will be back soon

Beautiful jewelry, check out their birthstone collection. Wedding sets to watches are available.

Left as soon as I saw the sign telling me that I am unable to protect myself on there property.

Nice went buss down on everything definitely Kay jewelers is becoming on of my favorite places

Kay. Jeweler's. Rocks. My wife loves her ring. I love my wife. Kay's helped make this happen.

Walked into the store and wasn’t helped at all, walked out because of the disrespect

Opened late due to inventory. Went back 2 hrs later and good customer service.

Kenneth was the greatest he got both of the rings we wanted at a great price

We always receive excellent customer service at this location!

Always great service, they make us feel like family there.

Great work of staff, thanks. Satisfied with the purchases.

The current manager and team is doing a wonderful job.

This place always has want I want …

Received excellent customer service. Phenomenal!

Mya and team provide great customer service!

Haley was giving the best customer service

Halee was excellent and extremely helpful

Over 45 years of quality service …

Very friendly and helpful staff

Great sale happening currently!

Awesome ring at a great price

Terrible customer service.

The staff was great …

Awesome customer service

Love Kay's Store

Nice to everyone

Abbey Rocks

Loved it