Just went in to have my wife's wedding ring inspected for warranty purposes. Mind you it has been in several times now for the bottom Soddering breaking after only a few months time. Each time they check the Leo Diamonds number with our Certification card This time when checking the number my wife overheard them saying the number on our Diamond doesn't match the certification. Again I have had it in numerous times for inspection and this is the only time the numbers have not matched. At some point they had to have switched out the main stone on our wedding ring without our consent permission or knowledge. After admitting there was a big issue the lady at the counter had offered to write down what she had though happend. She claimed Day one they would have had to accidentially gave us the wrong certification card( which isn't possible as they read it off the diamond with our cert card in front of us when we purchased it. And it has matched every other time for service) after promising a letter she then called to file a claim with Kay's customer service then refused to write the letter after speaking with them. The managers we have spoken to have been very apologetic and accept there is a big issue but cannot explain why someone at Kay would have done this. DO NOT BUY FROM HERE apparently the rumors in the past are true. I have an email from Kay verifying that the numbers on diamond and our certification are mis matched now and we know they were not in the past. We now have an expensive ring that we hand picked for our wedding with a stone that we did not pick. Thank you Kay you took something very special to my wife and ruined it

Rude customer service told my son in front of his fiance that the ring he bought wasn't a real Vera. Which it is the ring is stamped. Then tested the diamonds as if they weren't real. Treating a young couple like they aren't worth their time and wanting to charge $250.00 to size the ring is ridiculous. No wonder you have so many poor reviews if this is the way you treat your customers. Won't step foot in Kay Jewelers ever again. When I called to discuss the issue I received the same rude condescending attitude from the manager that my son got. Stop treating your customers like they are beneath you because they are young. Completely disgusted I'll make sure I share this experience with all my friends and family.

Beyond impressed with the customer service from Giovi & Erin even when I made a joke that I was only approved for $150.00 they didn't bat an eye or make any bad body gesture at all. I was only trying to make a joke but after thinking about it I was really impressed that they still were excited to help me find what I was looking for. Its service like this that brings me back to buy and the KAY Corp needs to recognized these to young ladies not just for what I personally experienced but what I saw and how they worked with other customers while I was looking around for other things to buy. I Truly hope Kay Corp sees this review, great job Giovi & Erin

STAY AWAY. The diamond fell out of our engagement ring and they refuse to replace it because we were 2 weeks late on our inspection that they made no mention of being mandatory. I paid $150 extra for something else I guess. Communication is poor, customer service is rude and a complete joke. They sell shoddy jewelry that they won't stand behind. Will never step foot in another Kay Jewelers and will tell anyone who will listen to stay away.

I went in to have a link removed from my watch and asked what the charge would be. When I was told $15. my reply was never mind.I went to Walmart and had the link removed. It took less than 5 minutes and I was not charged. $15 for 5 minutes would be $180 per hour. They could do this and not have to sell much jewelry. I would never go in Kays again and i would never refer anyone to them. If I could give 0 stars I would.

My fiance and I went in to get a ring spacer until we could get it resized, they were rude and tried to get us to get a credit card without even talking to us. They seemed condescending when they realized we weren't there to shop. Glad we went to a different kay to get the ring.

Went here shopping for a wedding ring. We were looking to spend quite a decent amount of money on the ring. The first time their certified daimontologist was extremely condescending, refusing to believe we had enough money to purchase what we were looking for. She spent the entire time asking about what kind of buying power we had over and over rather than just helping us look at what we knew we wanted. The second time we went in during the Mother's Day sale. We came in close to closing and said we would try to return the next day to make our purchase after our baby woke up from her nap. Well, newborns are unpredictable and we weren't able to make it in that day when we had planned to. We went in later in the week with our baby to make our purchase, only for the same women to make a snide comment to the woman we were working with on making our purchase (which we were about to do until this comment was made) "Oh look, the baby finally woke up." Sorry my baby's sleeping didn't revolve around you lady. Needless to say we opted to buy from another store rather than give this store the business.

Pushy employees, overpriced jewelry, rude ignorant employees. Go to Dalzell in Crystal Lake!

As always I am very happy with my purchases at Kay Jewelers store. I would highly recommend them. They have a way of suggesting just the right things you are looking for without putting any added pressure on you to buy a particular item. They're friendly and kind and I'm glad the store is back open. I like to give a special shout-out to John and Vanessa helping me choose some very nice items.

I am surprised to be reviewing my experience so low. I ordered my wedding band from this location. Have never had issues before but if I didn't have insurance for both my wedding and engagement ring, I'd never go back. Not only was my wedding ring 2 weeks past the estimated time, I received a false email saying it was ready. Then, I called a few days before so I could have my friend pick it up. I had to give my account information so you'd think they'd be able to see if my ring had actually come in. Fast forward a few days later and they tell my friend the ring isn't there, it's still in the shop. And all they could offer was "sorry". Sorry doesn't fix the wasted time and gas money it took to go there. If I had gone, I'd have wasted even more since I'm further from the store. And they don't care. Will never go to this location again, which saddens me because I used to be a big fan. But the uncaringness of their GM Vanessa is so disgusting to me that I hope that people choose a different location or a different jeweler. If you mess up, that's fine, but at least offer SOMETHING to make things right. Don't just shrug your shoulders and say sorry when you truly don't mean it. When YOUR STORE AND YOUR STAFF MESSED UP.

The assistant store manager Jamie Tyeptanar is completely rude. She is unknowledgable about diamonds and is not a licensed jeweler/diamonologist. I sent my ring to be sized and rhodium dipped. Came back not sized. They sent it back to get sized and diamond came back damaged/chipped. Jamie tried to say this is natural. A feather in a diamond is caused by blunt trauma. DO NOT GO HERE!!!!

Rude staff. Only purchased one necklace here but will not be going back. The warranty is a scam.

Went in to see about getting my ring resized. Woman initially helping me was friendly, but she had questions about my quote. The other woman walked up to me saying "I'm hesitant to do this because we have so many rings being sized right now. " Because I wasn't purchasing an item...I'm not worth your time? For what you wanted to charge...I would have thought differently. I was made to feel like I wasn't good enough for them. Next time I am in the market for jewlery...it won't be from you!

I brought my claddagh ring here to get fixed. I picked it up and was very disappointed. It looked exactly the same as it did when I dropped it off to get fixed. I told them it was not suppose to look like that and they then told me there was nothing they could do. I paid $40 to have it look the same when it got broke. There was an awful gap between the crown and heart. I brought it to Steffan’s Jewelers in McHenry the same day I picked it up and they noticed right away the heart was uneven and that it could be fixed. I got it fixed sooner than with Kay’s and looks as it did when I first got it. The ring looked brand new!The price wasn’t even close to what I spent at Kay’s to get my ring back! I am disappointed that Kay’s knew I was disappointed and did not even offer to refund my money or even half of it. Will not be spending anymore money here!!

My horrible experience. Honestly, I had a great experience in the past. But , unfortunately things happen and now I don't feel welcome. I had called to check the status of my special order without response, Kim the manager stated to called me several times, I stopped in the store to show that no I have not received a single call. Instead of me been the one angry and upset it was Kim, she stated that I am hurting her integrity, I don't know if she was having a bad day, but definitely I was not expecting that reaction. She was even yelling, and the place does not feel the same. I think they laid off people because only two people are there and no customers. Sorry, moving to another jeweler. FYI!

I want to say I came in here almost 3 weeks ago. Vanessa help me tremendously in the ring and necklaces that were fixed. I definitely will come back to the store. Your people here are so friendly and helpful and I got some beautiful jewelry.

Not a good place to go if you're browsing. When I told the women working that I am browsing for jewelry, they ask if I anticipated on buying today (weird question) but when I said not today, they were not interested in helping me anymore. I also got weird questions about where I work and I felt very alienated the whole experience. When I wanted to know prices for gold chains, I was told they are too expensive and no more effort was put in. Funny way of selling jewelry if you ask me. Not going there ever again.

I went in today and had a great experience! Both Giovi and Vanessa were more than helpful with looking for an engagement ring. They gave me more than enough information to make the best decision for what I was looking for. They should get a raise!!!!!!!

I visited this store for the 1st time - and last time for sure. First of all, google shows they open at 10am, I drove 30minutes to kiss the closed door because they open at 11am ! When I mentioned that to the young girls working there they said its not up to them and simply they don't care.. Customer service is terrible, not a single smile, no help no explanation of the process of repair. They both looked like they want to kill me for coming and asking for help. You pay hundreds for jewelry and do not hear a simple sorry for getting broken item. Shame on these employees.

I have had multiple negative experiences at the mchenry location where staff was just plain rude. Especially Vanessa who is a manager . Thankfully I was working with Jovi who would have earned this post 5 stars but Vanessa was chiming in and absolutely rude. I only went to Kay again after a bad experience because I went to 15 other places didn’t have what I was looking for. If Vanessa or this other lady had helped me I would have walked out with how rude she was. Jovi is the only reason I bought . Customer service is everything. No customer wants to be judged if they don’t wanna purchase a warranty etc.

Always have great customer service at this location. Had a little problem with one of my rings and they went above and beyond to help!

Great service, Kim was awesome!! Very knowledgeable and easy to work with. She helped to find the right piece at a great price.

Customer service is not their focus. I purchased several items from the store and was informed that 1 item would have to be ordered from another store. Additionally the gentleman helping me tacked on many replacement policies without asking, increasing the prices by an additional 30% over what he told me it was, right before attempting to charge me, this is incredibly deceptive. The store said they would call the following week with an update, and after not being contacted I reached out to find out that the item had been shipped to the wrong store and then back to the store that had it originally. I was then told that the item would be in the following week. It took 4 calls on different days this week to actually get an update and be told that the item showed up and I was never called. When I asked why I was not contacted I was repetitively given the excuse that it was not their fault and that they were busy. Seems like customers do not matter to these people after they get your money, regardless of if you get your product or not. Will not be bringing any business back to this location.

Bought my wife’s engagement ring here. We also got and wedding bands here. Minor issues easy for them to send out for repair. Kim and her staff are very knowledgeable and give you the best options for what your looking for. They also send out great emails about differ t items on sale.

The employees were friendly and helpful with any questions that I had.

Tim was extremely friendly and provided fantastic service. He took the time to show us multiple rings to ensure we picked out the perfect rings! Strongly recommend

Tim provided fantastic service! We came in to look for bar necklaces which unfortunately they did not have in stock. Tim made some wonderful recommendations and helped us find a great piece.

Jiovanna and Vanessa are awesome and helpful. Felt just like home and welcomed. Thanks to you both. You guys met all my diamonds needs and met my purchase expectations.

Vanessa was fantastic! Took her time and helped me out with wonderful customer service. I appreciated all her help and time!

Vanessa was very professional and knowledgeable about every single piece of jewelry I inquired about will definitely stop by this store again in the future.

Horrible experience. I had a bracelet my son bought for me that ended up broken. Took it in for repair. Was told it would cost 213.00 for repair and warranty. Would come back like new. It came back too big for wrist. It is a sapphire bracelet that stretches on to wrist. Had them send it back because of this and was told they could not bring it back to its original size So now I am out 213.00 for a bracelet that didnt come back like new and a warranty I can't use. Sales Rep I dealt with said sorry nothing they can do. Have a nice day. He sure sold me on how it would come back like new though. I would have been better off buying a new one. I explained to him that there were sentimental reasons behind wanting that fixed instead of a new one if it could be fixed. Again was told it would come back like new. The stones , prongs everything would be taken care of.completely refurbished.Feeling completely ripped off

Vanessa was awesome when we went in after having a frustrating experience at another location. She was patient, explaining every step of the ordering process, not caring about having to do extra return/exchanges to make everything work out right. She is truly the definition of customer service. We will continue going to this location even though it is farther than the closer one. The other employees at this store are great too, but we’ve mostly dealt with Vanessa. We can’t thank you enough!

Walked in and received amazing customer service from Tim. He helped me pick out exactly what I was looking for and helped me throughout the way. He answered all my questions. Great customer service.

Tim and Erin were a pleasure to work with. This Kay location consistently outperforms other jewelers in the area.

Had a great time shopping here, everyone was helpfull and excited for me!!! I went to old world, and stephans jewlry and others but no one helped me out as did kay. I love the warranty plan and i will be coming back for years to come. I thank you kay for making my special day happen. By the way she loved the ring!!!!

My fiancé purchased my engagement ring from them and he was told the sizing were free. When he went to pick it up he was charged an additional $300. We’ve had my ring for a year now and small accent diamond fell out. Took it in and #1 they tried to tell me I missed my last inspection so they wanted to charge me. Luckily I made a purchase that day because they were able to verify my story then. When I got the ring back my husband picked it up and didn’t notice it in store but the new diamond is darker than the rest so you can tell exactly which one fell out. We’ll be going else where for our purchases!

Kim was very helpful and really nice.

I love this store! Everyone is so nice, and very helpful when you are looking for that special item.

Good service, a little bit less upselling would be nice but they had what I was looking for and were helpful with my choice.

Very nice store and friendly, helpful and knowledgeable staff.

I stopped in to have my jewelry inspected and cleaned. All employees were busy but I was greeted and it was clear the employees were doing their best. Two women came in after me and we’re not patient in waiting. They were waited on before me. I verbally expressed my dissatisfaction and walked out. If I am made to come in twice a year to have my jewelry inspected and clean to keep my warranty, then I should be able to be helped when I come in and not have other people helped before me when I was there first. I will not be back to this location!

I've had nothing but great experiences with this store. I purchased our wedding bands at this location and they couldn't have been more helpful. I couldn't make up my mind and she took the time to go through each option with me. I came back to purchase necklaces for my bridesmaids and again, they were patient and helpful when I wanted to see a bunch of different necklaces. Great store overall.

I got double diamonds for $800 less at jcp. We got 2 rings from here and a drop off for service will take you 45+ minutes. They'll take other people before you who arrived later as well because they want to buy something and they must think that's more important than caring for their current customers.

My husband and I wondering into random Kays back in 2011 to start the process of purchasing our wedding bands. We meet with the loveliest of ladies and spent many hours, days and months working with her to custom design our wedding set. Fast forward to the year after our wedding and this particular lady retires from the business. For 6 years we have visited many different Kays locations searching for someone we would be able to create a similar bond with to continue our jewelry journey. We could never find anyone interested in taking their time to develop a relationship. One day we happened to wonder into this location. This is where we met Kim. We explained our desires and she assured us she would be a great fit. She helped us solve an issue with the way our custom pieces had been entered into the (at the time) new system as well as assisting us in fixing a missing stone. She has taking time and care in helping us create new custom pieces as well as updating my husbands wedding band. She is an exemplary employee - and exactly what we want in a jewler. We also enjoy working with Vanessa as she holds the same qualities that Kim does when it comes to service. This will be "our" Kays from now on!

I purchased a Bulova watch from this store a couple years ago, in less than a year the it started to show signs of moisture inside the watch face, I did purchase the warranty thankfully. So I bring it in for Warranty work, I dropped it off thinking its going to be a few before I got it back, ha thats an understatement! Lets just say out of the first seven months of the year it was gone for five of them! The reasoning was whoever they sub out thier repairs had decided to no longer do the repairs for them and it was sent offf to another place to get fixed, less than a month after getting the watch back the battery dies, taking it back in again thinking this has to be an easy fix, I was then told this isnt fixed here and needs to be sent out, obviously I'm cringing knowing how long its gonna be, The person at the store then tells me well if I wanted it waterproof " Like how I purchased it " It would have to be sent out, or if I wanted it just water resistant they could do it in house. So I decided to have it sent out so its exactly like how I purchased it, well here we are 60 days later and I call just to humor myself at this point, and guess what ? It hasnt even been sent out yet! Funny thing is , when the store clerk was writing this up she was pretty clear this is going to take a long time! I feel the responce time on covered warrranty items, just takes way to long especially when you pay more to protect your purchase.

Very unhappy with the customer service here. Nice job losing the sale.

Staff is friendly, knowledgeable and kind. They listen and take time out to show items. Only jewelers we would purchase our jewelry. Their sales are awesome!

I had to call about my ring being repaired. You would think Kay's would call when my ring was ready for pick up.

A bit overpriced, but the staff (Kim and Nicole) were great.

Amazing customer service! They go above and beyond what you would expect and make sure you are thrilled with the end product. Thank you for caring.

So I thought this place would be good but I came here to get some links taken off my watch and the lady complained the whole time and tried to force me to buy something and when she found out I didn’t wanna buy something she got upset. Very unfortunate. I don’t recommend this location at all!

Riley and Stephanie are the best!

Employees are very helpful, knowledgeable, and friendly. Items that I have bought have been very nice, and I received several compliments on them. For items you want that will last a long time I recommend K Jeweler's.