I'm sorry I will never buy at Kay jewelers ever again. The last several months. I bought several thousand dollars with the jewelry for Valentines Day I bought this beautiful watch online. I received it Friday saved it all weekend and gave it to my wife on Valentine's morning. The watch was too big for her wrist. I told her to just take it to Kay jewelers at the mall and they can take a couple links out, so she did. She also took her wedding rings that I bought her just a month ago from Kay jewelers. Well over $1000 to be sized again, they're too big for her finger when she got home she told me how nice they were and helpful. That was good. I asked her if she knew how much the rings will cost. She did not know she said. Because I didn't buy the insurance. I said that's okay and she said that she paid $50 to have those three links taken out of her watch because I didn't buy the insurance. I'm sorry I always thought insurance was for when things break stop working, come a part get damaged somehow I did not yet have insurance to get your watch that you just bought sized and this is why I will not buy from Kay jewelers again. I know it's only $50 but little kindness is worth a lot more to me. I don't care what your policy is for buying online or binding in your store you could've taken the links out and thanked us for buying the watch

So a little back story...I bought my husbands wedding ring at a Kay Jewelers in Kansas 6 years ago. Earlier this year one of the large diamonds was discovered to be loose in its setting and due to its size, it would need to be sent off for a special repair. We had no problem with this since we paid extra for the protection plan, we've had to send off jewelry before while in Kansas and had no problems. We were told that it would take 6-8 weeks and around week 7 I started calling. I kept getting the run around and finally talk to one employee who tells me that the ring has arrived and is ready to be picked up. I drive to Killeen Mall and lo and behold....the ring is missing!!! They're only guess is that the ring was "accidentally" thrown away. Listen, I bought the most expensive men's wedding ring they carry and you're trying to tell me that someone accidentally threw it away?! They get us another ring which now has no sentimental value like the original. Fast forward 6 months to the next inspection, a diamond is loose....AGAIN....ON A WHOLE NEW RING!!! It gets sent off, again, and when it comes back through UPS supposedly the box had been cut open and the ring stolen!! That was 2 weeks ago, fast forward to today....Apparently the ring has been discontinued and they'll have to get us a totally different ring!!! So beyond pissed off, every time I've gone into the Killeen store the employees have been very rude. My husband happened to run into their manager, who he just spoke over the phone with last week, when she comes into his store and is "surprised" that it's him who the ring belongs to. You've lost his ring now 4 times, we no longer even have the original ring, AND YOU DON'T EVEN KNOW WHO THE CUSTOMER IS?!?!?! I know someone who will definitely be calling her lawyer in the morning!!!!

Lady was nice and helped me find a nice diamond necklace for my wife as a present. At the checkout after the payment was processed she asked for my email and i said no email please its a surprise. All that went out the window and I know nothing will be solved by me sharing this awful experience but at least I warn you guys about the emails even after she said no email would be sent. All they cared about was the commission at that point

Very disappointed. This store ruined a lifelong customer's view and opinion of Kay's. After many large purchases from Kay's, I will not be returning for additional purchases. My husband took his very expensive watch for repair after only having worn it 4 times. He was quoted a repair of approximately $70 in March 2018 but didn't want to spend the money. Because this watch was a wedding present, I took it back in August 2018 and was quoted $170+ for a repair. Unbelievably deceptive! Additionally, the repair vendor didn't want to replace the battery, yet we paid for a lifetime of battery replacements. As a loyal customer and a military service member, I am absolutely disgusted by a business trying to cheat customers. Kay's didn't keep the paperwork from March 2018, and according to them, this is the repair vendor's quoted price, not theirs. UPDATE: The manager called me back and was willing to come down on the price to $112 which is better than the $170. While she was extremely professional, I am still unhappy with the jump in price. This is either a vendor repair issue or it's Kay's. Either way, I feel like someone is trying to cheat the customer. I will be digging in my files for the original quoted price.

Went in to the Killeen Texas location and the very bitter female enployee insisted I had to wear a mask. I have several medical issues that prevent me from wearing a mask, she wouldn't give me a moment to let her know. She said wear a mask or leave! I went to another jewelry store with in the same mall and they gladly helped me. Guess Kays employees don't appreciate their potential customers. Wasn't a huge sale but I did make a purchase at the other jewelry store. Kay's you just lost a $429 sale this time, but you lost me as a loyal customer.

I recieved an Aladdin piece from the Zales collection as an anniversary present from my husband but because of my tiny fingers I had to get it sized. Unfortunately sizing it would mess up the beautiful design of the ring so I decided to get a guard to keep it from slipping off my finger. Zales were out of the size of guard that I needed so I went to the closest jewelry store which was Kay jewelers. While we were there my husband brought up that I should get my engagement and wedding rings (which we purchased from Kay Jewelers in new york) checked out since we have the warranty. I wasn't wearing any of those rings so I figured we'd come back another day but I wanted to know the term of the warranty because I dont want to waste the trip there. An employee of the store asked if I needed something so I explained that I was in need of a guard for my ring and that I needed to know about the warranty. She very rudely said that "we have guards but we're very busy right now. You'll have to wait a very long time." The store was nearly empty. It was definitely not busy. So I denied that offer. I had better things to do than wait around for a ring guard. I asked about the warranty for my ring and she once again just rudely answered me so I left the store. Horrible customer service. She decided that my business wasn't valuable. I dont understand how they manage to sell anything in there. I'll just go to Zales the next time I need something

Ty is the best! She explained everything to us and helped us find the perfect ring and never stopped smiling. 10/10 recommend!

Went to Killeen Mall, Kat assisted us with a few items. Explained we would be back cause it was our first store. Came back picked necklace that was priced at $529.99 with 25% off get to checkout and price shows $599.99 and we asked for it to be corrected to what was on TAG and she stated had to ask manager. Well she comes back and stats they have to contact someone upper in order to offer what is on the TAG. We left she claim she would call us back but never did . They didn't want to honor the price that was visible on TAG. And they didn't want to show us any jewelry with out asking for our name and phone number first. All I can say is honor your prices, cause we ended up spending our money elsewhere....Kat was nice but bad experience otherwise

Went to get a watch battery replaced for a watch I preciously purchased at Kays. We were told it was going to be 79.95 and take 3 weeks for it to return. I ended up going somewhere else.

We have been waiting around for at least 20 minutes now and only one person has acknowledged our presence. We came in to simply get her ring cleaned. Two agents are busy with with a couple separately. It's not good business to separate couples that came here together between two agents. Just saying.

It’s so sad that Michelle is leaving Texas. My family and I truly enjoyed shopping with her and followed her from the Temple store. She will truly be missed and enjoyed how personable she is and was honest in her opinions. Best of luck Michelle! Wherever you go will be lucky to have you!

I came in to pick up my necklace that was repaired. My husband and I have been customers for years, with this specific store. Great service and conversation. Vivian was awesome. Highly recommended.

Mra kataynzia is the best costumer service person I’ve ever dealt with in my life. I recommend shopping with her for any of your jewelry needs. It was a amazing experience and I will most definitely be coming back soon.

Mrs.Ty helped us in the Killeen mall taking her time to show us each piece we were interested in and then showing us jewelry that are similar that might catch our eye. Very thorough and patient. Every time we come back we ask for her specifically.

I came in a little upset about my old ring but Kat and Michelle took very good care of my!!!! I appreciate you ladies, thank you!

Love Ty, she help me get the best Graduation/Birthday gift ever! Thank you 🥰

Mrs. Vivian is the absolute best! Her and Mrs. Kat helped me complete my purchase. There was a discrepancy with purchasing in store versus the website and they did not stop until I was able to get my fiancé's ring. I love stopping by, Mrs. Vivian exceeds the expectation of customer service.

Edit after Response: Nah. You had your chance. If you really do care, then all I can tell you is, too bad🤷‍♂️ They won’t fix or replace a broken ring I purchased from them less than 6 months ago. I got my fiancés ring from Zales and will be going there for my replacement. Absolute scumbag business.

Ty from Kay Jewelers is one of the best employees to have as a helper and an adviser. She helped us pick out the best ring for my wife of 18 years. She not only assisted with the ring but also with my wife's future ring enhancer. Ty was very knowledgeable of each type of diamond and able to help me differentiate between styles, tradition and type of gold. She also gave my son and I a mini class on the weight and value of gold. We appreciated her help and look forward to her helping us in the near future.

I hate this jewelry chain. I bought several pieces over the years from the Killeen store, but one item was a custom item that they can't seem to repair. The first time, only 1 diamond was missing, when I got it back, it was bent. The manager lied and told me the entire ring was bent, after a few minutes of back and forth he gave me the repair for free. I sent it a 2nd time for repair because now 3 diamonds were missing from the last repair where THEY bent it, which I paid for this time and the diamond fell out again. They've marked it non repairable so if I go back I get store credit towards something else... but why would I want anything else from this store. No warranty will cover a custom item. I bought a warranty on another ring and tried to have it sized, I was told the warranty doesn't cover sizing. I have earrings that are broken. I try to drop them off (not sure why, it's not like they can fix anything) and I was in line, I was told another customer was in front of me. I politely said I'm just dropping off and she repeated, "another customer is ahead of you" I will never shop this chain again. Like why do I have to wait for them to make a sale before I can drop something off. I'd rather cut my loss with my broke earrings that I do have a warranty on than buy any of their cheap quality jewelry again.

AVOID THIS STORE AT ALL COSTS. Paid for a very expensive dive watch. It took on water in a shallow swimming pool. The manager at Kay said it was my fault and now wants me to pay $285 to get it fixed. This is not a good or honest Jewelry store. The manager is extremely rude. Avoid this awful store. THEY WILL NOT STAND BEHIND THEIR PRODUCTS.