This is the typical, "once something goes wrong, all goes wrong". Did service with a different Kay, they don't seem to support each other. Brought item in for service here and then I started having nightmares. I'm just sticking with Robbins Brothers. They lost me as a customer. Just bought a 15 carat tennis bracelet for my wife, off of Robbins Brothers because this Kay is incompetent. Future purchases for wife, daughters, nieces will go to Robbins Brothers. Robbins Brothers has professional and exceptional service with shop technicians on site.

The employee asked me to write a review because they were lacking, so I will give an honest review. DISAPPOINTING and incompetent service towards the end, specifically by Jennifer W. At first, she was helpful with choosing a watch and spent her time with us, just to choose an order that was not even in stock and she didn’t even bother calling. I had to call her after 5 DAYS, when she mentioned to me (after paying) that she will be the one calling 2-3 days after. I had to call to be informed about the status of the watch to be delivered; and when I first called on, I believe Saturday, I talked to a worker named Genesis who sounds so confused the whole time and didn’t know what to do. She couldn’t even find the order after giving an order number and an e-mail address. Asked to talk to the manager and she said she would call, but the manager never called and went home, well? So I waited two more days, maybe Jennifer would be back by then, and she didn’t call. So I called her, and that’s THE ONLY TIME she checked on the order! She didn’t even check beforehand, and her coworkers didn’t either! She only found out it was discontinued AFTER I CALLED, and if I didn’t call, what? I won’t ever get the money back and I won’t know that the watch is coming after all? It was supposed to be a nice gift for my mother, so if you were in my place fellow readers, how would you feel? Really disappointed because I thought Jennifer was going to be a great employee of Kays. So, I went a few days later to receive my refund. Jennifer just looked at us and sat on a chair, expecting me to still buy from her because there was a discontinuation, and just said “Sorry,” then resumed with her own work. Omg. Nothing else, she just continued with her work as if it wasn’t a major problem. She didn’t call to inform me, and I had to call. I’m so disappointed. There are other branches fellow readers, maybe look there. I don’t want you to feel the same disappointment as I did. Not consistent with what they say they’d do.

Kay’s Lakewood mall has two of the best people employees that the jewelry industry could produce!!!!!! Jennifer and Jalaya help me find the perfect wedding gifts for my daughter and daughter to be !!!! They were patient , attentive and helpful. Kay has a customer for life because of these two. Thanks for the everything. Also double stars , I even had my ring cleaned while shopping ! Customer service was 5 stars ⭐️

Ethel and George J. Allen are the most amazing and professional Sales Clients Kay Jewelry could have ever hired. They were thorough, patient, and helpful with their suggestions that help determine my purchase of a Movado Watch and diamond studded earrings. Thank you Kay Jewelry for hiring professionals such as these!

Really only writing a review to say …. George is a real diamond to the company, never have I ever experienced customer service like George’s. So so thorough about everything so you don’t have to worry and really friendly just all round perfect ! X

I am very upset that I brought my diamond bracelet for repair which has the warranty insurance at the Lakewood CA Kay’s that I was charged for the repair. When I purchased the bracelet, I was told repairs were covered. The chain on the bracelet broke. I was charged $59 and told only the diamonds are covered. How can you cover the diamonds but not the whole jewelry. I am beyond disappointed and disillusioned. I have purchased and insured a lot of jewelry from Kay’s. Is the norm?

Came in to Kay’s to purchase an engagement ring. Upon entering the store my now Fiancée and I was greeted by a very personable Jewelry Consultant named George. He was very knowledgeable about cuts, brands, weights and clarity of the Jewelry available. His relaxed demeanor made the buying process easier for my Fiancée who I could tell was very nervous. Thanks George, pictures won’t be for about a year.

To be honest I don’t ever leave reviews but Candace and Jayala (hope I spelled the names right) we’re SUPER helpful. I went in to get a necklace for my wife and I was pretty indecisive because I wanted my wife to love it. Anyways they helped me pick out the perfect necklace and my wife LOVES it!!! They made the process super easy and my wife couldn’t be happier. I’ll definitely be back. 😁

I came in for a replacement necklace chain and walked out with exactly what I was looking for. George was absolutely wonderful. It's not everyday that you get a salesman that isn't pushy but rather is looking for something that'll suit your needs. If you want honesty, call George.

Candace and George were both amazing with everything. Helped me and my wife out so much and made us feel very welcomed. George was very informative and welcoming made sure we both understood everything. Thanks again.

Let me start off by saying this is THEE best experience I’ve had in a jewelry store in my life!!! Genesis and especially Candace were helpful beyond means!!! I came with a certain engagement ring in mind and they totally changed my mind for the better with all of their knowledge in the quality of different diamonds. I recommend anybody to go in a speak with Candace, she’ll make you feel like you’ve been knowing her forever while making sure you walk out with what you want!

This place was amazing . They were very professional and helpful and jalaya the manager was awsome she help me with everything i needed for a new ring.

Great customer service. Helped me for what I needed. Candance and Jennifer did awesome! Would definitely recommend.

Candace was amazing!! Very happy with our (2) necklace purchases. Will be coming back and will be asking for her to help us again :)

If I could 0 stars I would , I needed a repair on my ring (stone fell out) 12/8 since then I’ve been given 4 different dates, 1st date when I went to go pick it up they forgot to send it in 2nd date I went to pick they didn’t have what’s needed to fix it, I get all telling it came in and was given a 3rd date that comes and goes because the very part they said they got is now on back order 4th date (12/31) given nope sorry still isn’t ready now I’ve been given a 5th date 1/7 I doubt it will even be ready I was told the original sales associate handling my ring is on vacation which I have no idea what that has to do with repairs since she is not the technician, I would never ever do business here again I’ve read several yelp reviews with the same issues so It’s safe to say it’s customary with this jewelry store some advice if your buying jewelry as a gift goto robins brothers especially if it is time sensitive (engagement ring, wedding ring anniversary or birthday gift) because unless you purchase it 90+days in advance you won’t. Have it in time

I needed a new battery for my $150 Fossil watch. All the other jewelry stores in the mall wanted $25+ just to change the battery. This Kay Jewelers did it for $15 in ten minutes. Because of their excellent customer service, I will purchase my next watch from them, not the other stores. Thanks, Kay!

I really wanted to take the time out and praise Jaylaya. She went above and beyond to help me and service my rings. Her knowledge was exceptional and timing was convenient. I can’t thank her enough for making my experience unforgettable. Whenever I am back in town, I will most definitely be back because of the services she provided. Thank you Jaylaya!

Jennifer was exceptional. Customer service was excellent and she really helped me find a replacement pendant for a previous one was that stolen. I will definitely recommend Kays to my friends and family. Thank you Jennifer and God bless!!

Great customer service and always helpful. Will continue to be a Kays supporter. They always take care of my jewelry.

Won’t let me return my purchase because they “didn’t have cash” they claimed they would call me back immediately as soon as they got cash but I’ve yet to receive a phone call. Terrible service I would not recommend anyone buy from here ever. It was a very small item as well for under 200 dollars.

Richard is very good. He helped me and my fiance find the best deals and kept me informed every step of the way. I love my ring and the amount i paid was truly a great deal.

I love this store for my jewelry purchases and service. Excellent customer service with caring and concern staff whom goal is to meet your needs. Also service with integrity. Ask for Monique for exceptional service.

The employees are great. I have had diamonds fall out of rings several times. They did replace for no cost. Overall I will continue to shop at this location.

Amazing service was going to a different jewelry store for years but last year was planning my wedding came in just to browse best decision ever not only did the sales associate was helpful and answer all ours questions.need to say I no longer shop at my other jewelers not only did we find our perfect wedding rings but got a nice gift set for the bridesmaids if you need any kind of jewelry you need to go to Kay's and ask for Anabel best associate ever super happy 😄