Brought in an engagement ring for repair because a stone was loose, they tell me it'll take 2 weeks to repair. I call on the promised date only to be told it wasn't ready. I go in person a week after, and noticed a diamond was missing from the ring. I am told by the assistant manager that it has to be sent in again for repair and was promised expedited shipping, saying it would only take a week. I call a week later and was told that the ring hasn't been shipped out yet. Three weeks later I call to make sure that the ring is ready for pickup, only to be told that the ring is broken and has to be sent in for repair a third time. Nearly 2 months after the initial repair and I still do not have the ring. I have called customer service and they refuse to give me an exact date, only saying "it'll be ready in 2 weeks". I am extremely frustrated, this is the worst customer service experience I have ever had and do not recommend purchasing anything from this store. A waste of time and money. Update: in February they informed me that the ring could not be repaired and instead be replaced with same-styled ring. Was not happy because there is sentimental value behind the original ring, but we agreed to have it replaced. Fast forward to last week, I call to confirm that the ring is ready for pick up and was told that it would be ready may 12 2021. I call again on may 12 before showing up to pick up the ring and was told "the ring with the missing center stone is here". When I told them the ring was supposed to be replaced they said they know nothing about that and only have the original damaged ring. It has now been 7 months that my wife has been without her ring and I still don't have answers.

I do not understand why people are rating this store one star. I've been coming to this store for years, I know the manger and most of the staff they've done nothing but great things to accommodate me. They always offer you a credit card option but don't pressure you to sign up and respect your opinion if you want the card or not. If you are going to come to the store see the manger first he is very knowledgeable and professional and highly educated on the store inventory.

Brandon is great!! He is knowledgeable, kind and has great customer service!! The other staff that I’ve dealt with have always been helpful and knowledgeable as well. As far as these negative comments seen below, YES there will be a wait if you go on a busy weekend day. If they are helping another client they can’t just stop what they are doing and help you, so please disregard the self-absorbed comments. These guys and girls do a great job handling the client volume.

Had a great experience shopping with the help of Monique Steed! She was super helpful and gave me all the info and recommendations I needed.

I was just assisted by Patrick at the Pavonia Newport location. He was so warm and welcoming. Not only did he assist me with my jewelry, he listened when I was having a bad day. I would certainly recommend visiting him for any service you need with your jewelry or for a warm smile.

The worst customer service on the planet. Purchased a ring in November and had a stone fall out in December shortly after. Went to get repairs the day after, one woman I spoke to said it would take 2-3 weeks for a repair with a minor fee. When I called on the promised date, I spoke to another gentleman who said they did not have my ring and the "minor fee" would be $180, nearly the same amount I paid for the ring itself. Afrer voicing my frustration, they said their employee handled the situation incorrectly, recalled the ring and said they would swap it for free, to wait another 2-3 weeks and I'll have a brand new ring. I return to the shop a couple of days after the promised date to give them more time to have my ring ready, and the ring hasn't even been shipped to the store. If you are looking to buy anything, don't come here, better options in the mall. I'm definitely never returning if I can ever get my ring back.

Bought my engagement ring and my wedding band from here - they sold me a 1.5 carat telling me it was 2.09 and gave me a certification that said 2.09 and when I called the corporate office they said it was just a mistake . How can it be a mistake when they check the diamond information before selling it to a customer .

Shania absolutely amazing. Very helpful. Shania took care of me very good. Wonderful personality. I will continue coming back to her.

Staff is very nice and friendly and always willing to help you out. Carmela was such a joy. She was able to answer all my questions and concerns and was able to find me the best deals.

The service was awesome and the sales woman was fantastic. She was very knowledgeable, the place was clean , and I actually purchased my first watch. Thank you Doreen!

Patrick and Shania were greatttttt!!! Patrick was more than helpful. I had an important phone. He waited for me to finish my call with a smile. Bottom line is I purchased....thank you Kay Jewlers you ROCK!!!!

I had the most amazing experience with the help of Shania. She was very patient and understanding of what it was that I was looking for. She was not pushy or just looking for a quick sale, instead she put my best interest first and foremost. I will definitely be returning to Kay’s and Shania for future jewelry purchases.

Purchased my wife wedding ring in 2018 and recently contacted this Kay store to have my wife ring cleaned. Expecting to pay out of pocket, I not only got both rings purchased in the past clean and inspected at no cost. They also went an extra step and added my wife to our profile so she can now come in for routine inspection and cleaning for FREE!

We stopped in today, Patrick was so helpful and informative. You can tell he really enjoys his job and is so knowledgeable about Kay and jewelry in general. We will be back!

Always a great experience when I visit this location. My jewelry inspection is always quick and seamless. Plus I love leaving feeling like I purchased new jewelry because they clean it so well. Great and friendly customer service as well!

Great shopping experience and awesome customer service. My husband and I were there to purchase something to celebrate our 24th wedding anniversary. Patrick was very personable and pleasant. We never felt pressured into buying anything we didn’t want. And my husband end up buying more than intended. I’m extremely happy with my purchase. Thank you Patrick!

Shania is an amazing staff member. Very patient and kind enough to walk me through different products and payment plans. I’d give her a raise to be honest. Amazing person!

Great selection of pieces. The staff are very good at working with your requests. Highly recommend Derrick, he’s very receptive to what you’re looking for.

Carmela went over the top for my fiancé and I. We wanted matching rings and after the first trip Carmela sent us a link with a bunch of styles that we were into. She took the time to get to know us and really dial down on our final selection. We cannot wait to see them when they come in. Thank you Carmela for making this as stress free as possible!

Patrick is amazing !!! He made me feel great having a cheerful conversation on a misty day. Wonderful customer service and the store has a welcoming atmosphere. Thank you for the great experience and I will definitely be shopping there again ❤️

Carmela is an absolute asset to the Newport Kay’s location. She greeted us very kindly and made us feel at home from the moment we walked in. We came in to buy an engagement ring and it meant a lot to have someone care for us as kindly as she did. Thank you so much Carmela for being you and for helping us decide on something so special!

Patrick provided the upmost friendly and welcoming service walking into the store. He helped pick out engagement rings for my partner and I. Would highly recommend!

Doreen and Patrick are an amazing team. They are more than happy to answer all questions, they made it possible for me to walk out with MY perfect ring. I am so overwhelmed I'm glad I visited this location. Worth the trip. Amazing people. Thank you once again.

I enjoyed my experience shopping at Kay Jewelers! For starters, Derick was very helpful, and patient, when I came in for a repair . Nonetheless, Derick not only took care of it, but he made my day with his genuine sense of humor! Derick treated me as if I weren’t a customer but essentially one of his clients that he has build a rapport with. I look forward to my next purchase or my next repair at the store. Thank you Derick and the rest of the team at the Newport location. You guys are fabulous!!

The worst Customer Service and experiences ever! I have worked in the Customer Service arena for 25+ years and I pride myself in making sure each customer is handled with the utmost respect. If I fail to do so, my Manager would have my head! We'll Kay's Jewelers are the worst! We have purchased several pieces of jewelry from this retailer and all of the pieces have had to be returned due to a lost stone, broken clasp or missing link. The last visit was a bracelet, which I dropped off on July 30, 2017, as of today's date 9/16/2017 no bracelet! The Manager gave me another lame excuse about the shop confused the paper work, yada, yada, yada, which is a lie from the pits of hell! After telling the Manager how disgusted I am, he assured me the bracelet will be ready this Tuesday, and that he would give me a call. I won't hold my breath, but I hope for their sake, it will be ready for pick up. Please do not purchase anything from Kay's Jewelers. The merchandise is beautiful on display, but the Customer Service is totally unacceptable! If you are looking for nice product along with excellent service visit Diamond Hut Jewelers! Product is backed %100 and they will take care of you regardless to where you made your purchase!! Sorry Neil Lane, you need to reconsider who you sell your diamonds to! The worst experience ever with a jewelry company!

This location sold me a Movado watch that doesn’t work. I had to bring it back the next day for a battery replacement to see if that was the issue, and unfortunately it wasn’t - the watch is just defective. Any company who would sell that expensive of a watch without first ensuring that it works is just not reputable and unprofessional, period.

I bought a Citizen watch from Kay Jewelers in December but the watch got wet as I got rain on my motorcycle coming back from Ohio. I went to the store and I was super poorly attended, they told me that they couldn't do anything that the store didn't cover the warranty which by the way is 5 years... in short, the attendant was super rude!!! So I asked for a copy of the receipt because I only had the gift receipt and he told me that the printer didn't work... if by any chance you're going to buy something there, think about it and go to Macy's. I've already bought 3 watches there and a few pieces of jewelry and for sure they lost an excellent custome.

The place is nice ,the service is 👍👍👍.

The customer service was outstanding.

Absolutely the best. Made my daughter a beautiful graduation ring. Kay Jewelers amazing service and is so patient and helpful during the purchasing process. Trustworthy and friendly -- I will definitely continue to shop here and will be a lifelong customer.

Their services are always courteous and trustworthy.

Very good service with affordable price. Better than other Kay Jewelry Stores.