Do not waste your time at this store. I used to be a loyal customer and have spent lots of money at this location, but the incompetency of the staff and management has taken this store to the bottom. My husband and I wanted to purchase a Tungsten Carbide ring that was originally $349.99 but there was an adverised signage stating that this ring only was on sale for a limited time for $199.99. They refused to honor this price because they "forgot" to take down the sign. This is false advertisement. We bought the ring anyway because it was my husband's size and only one they had. I proceeded to call Kay's Customer Connection Center the next morning. They were also very rude not accommodating. So, take your money and purchase your jewelry elsewhere.

I sent my engagement ring off to be resized and they gave me an estimated date that it would be done. Well, that date came and I went back to the store to pick my ring up and the store is apparently closed until further notice. I had no communications from Kay’s letting me know this was happening or what they are doing with my ring. And when I called customer service they couldn’t even answer my questions as to where my ring is or when or where I can pick it up. I am extremely unsatisfied with the service!

I purchased a necklace on Wednesday gave it to my girlfriend on the following Monday, she had it on maybe 4 hours and the chain broke. Took it up to the store the next day because I had the warranty. I was hoping they would be decent and just give me a new chain given the circumstances but no they would not work with me. They have to send it off to get fixed. Worst service and jewelry store I've ever been to.

Terrible experience since becoming a customer. My bridal set was bought here and nothing but issues from the start. the package was lost at first and when it was resolved by ups and sent to the shop for resizing it was shown as returned and it caused a whole hassle because the payment was refunded. so when we picked up the ring we had to pay again but now full price (item was on sale) faulty ring, prongs bent and stones missing. the 3rd time it went for repair it was taking a long time and I did not get a call or any email updates so I went in the store and was told it's just taking a while so almost a week later my husband called the store and he was informed they had the ring ready for pick-up for OVER a week meaning I was lied to when I went. Big hassle trying to pick up the ring because I didn't have ID but my husband did (he was supposed to be secondary on account) had to come back another day and when I got the ring I noticed the stones weren't even replaced. no one knew what was going on and it turned out the ring needed to be replaced per service notes that no one looked at. Rings had to be reordered and now again resized and it's been overall a horrible experience. I will not be buying anything else from this store.

Dude. I bought what I thought was a 14k necklace from then for $1050.00 (originally priced at 1500), months later I had it tested because I was thinking about using it to make another purchase elsewhere. When it was tested the jeweler told me that it was 14k gold plated and showed me that the necklace was magnetic. Real gold is not magnetic. I'm so livid right now. DO NOT BUY HERE EVER! 1 STAR.

The employees are kind and helpful, but they never answer the phone. My engagement ring was sent off a week and a half ago and i was told it was going to be “rushed” since I’m getting married soon and have yet to hear back about where my ring is because they don’t answer their phones :)

I purchased my size 10 white gold wedding ring on 8/13/16 for $135.20 from Kay Jewelers in Mall St. Matthews, Louisville, KY. For an additional $54.99, I purchased the Kay Extended Service Plan which includes refinishing and polishing. I specifically mention the refinishing because for a charge of $34.99 I paid Kay to take what was a polished ring and give it a brushed metal look. The sales associate informed me that while there was an initial charge for the alteration since I was purchasing the service plan I could have the ring re-brushed, polished, or resized anytime throughout the ring's life. I work with my hands and after over a year's worth of wear, I decided to take advantage of the service plan and have my ring brushed again. Unfortunately, when I stopped by the Kay's location at 5000 Shelbyville Rd Suite 1535, Louisville, KY 40207 where I originally purchased my ring on Thursday, December 7th, I was told that the Kay Extended Service Plan did not cover re-brushing my ring and that if I wanted it re-brushed there would be a charge of $34.99. As a matter of fact, there would be a charge of at least $34.99 every time I wanted it brushed again. I asked to speak to a manager and explained that I had purchased the Kay Extended Service Plan specifically so I could have the ring re-brushed, polished, or resized anytime I chose. He offered no apology, no explanation for the miscommunication from the sales associate who sold me the ring or offered to resolve the issue by offering a refund or partial refund. He even awkwardly called over a sales associate who was present during my original purchase and she did not remember me, our interaction, or the sale. I informed him multiple times I would have never purchased the service plan had I known that I could not have the ring re-brushed. Still, he offered no resolution. Sadly, he opened a catalog and tried to sell me a brushed metal ring saying that if I purchased it, and a separate Kay Extended Service Plan, I could have it brushed as often as I liked.

Took my anniversary band in for a repair. One of the diamonds was missing. They quoted me a price and took the ring. When it was due back, nobody called me. When I called I was told that they had listed the diamond size wrong, and my ring required a larger diamond than one they had at the store where they typically do the work. Could not give me an eta. After weeks of calling back, they finally got the ring back in. I can't prove it, but I think they put a smaller diamond in than what I had. And less than two weeks later, my diamond was missing again. I have no intention of taking it back there.

I had a bad experience today I came by to get my ring clean and one of the lady’s came up towards the counter I was thinking she’s going to assist me I smile and said hi and without me finishing my sentence she’s tells me be patient I’ll be with you. It’s highly unprofessional to be talking to a customer that way if she would have said it differently like welcome in give us a sec will be right with you I would have totally be fine with that. Also when she finally got to me she didn’t even ask for my info. My ring cleaning hasn’t been documented for my insurance cleaning.

Walked in and waited quite a while before anyone asked us if we needed any help. 2 store associates were standing behind the counter talking amongst themselves and never acknowledged we were there. We were looking for wedding bands. First question I was asked was where my engagement ring was from. When they found out it was not from Kay's I was told, "we won't have anything to go with that"

I came in with a necklace that had a knot in it. Drake was very helpful and worked hard to undue the knot. I appreciate the customer service. Britney was also very helpful!

Went in for a bi-annual cleaning and inspection. We always get a hard time because we purchased our wedding band enhancer at Kays but my engagement ring (center stone) was purchased elsewhere. As the lady was cleaning my ring, she asked another male employee about the center stone and he told her not to clean it. When we called them out on the conversation, we were told that we misunderstood the conversation and he was talking about the deer he hit with his car last night. 🙄 After cleaning, she handed me the ring without inspection. I asked it it was inspected and she said, “yes.” I asked for a receipt and she said it would be emailed. Fine. I’ve been through this before - only the email didn’t come. I asked for a paper recipes and they said I should wait for the email that “it can take up to 24 hrs.” So, I told them that I would like to have a receipt before I leave since it is a 1 hr drive for me to get to the store. He prints me a receipt for my LAST cleaning. When we again bring this up and ask for a receipt for our cleaning TODAY, he says “I must have hit the wrong button.” Ok. Mistakes happen. But at the exact moment, my current cleaning receipt is printing, I get an email for my cleaning. Hmmm 🤔 Awfully coincidental! Oh! And the new receipt has the male employees name instead of the female. I’m not calling anyone a liar. But I have a brain the same as you reading this, so what would you think? Y’all, every time we walk into a Kays, I feel like we are being swindled and lied to. Never again will I purchase jewelry at Kays. PS…. My center stone still has dirty spots on it. So, it wasn’t cleaned with the rest of the ring.

The experience I had at this location with the associate manager was by far the worse experience I've had with any Kay location. No, I will not tell my friends or family to shop here!

Wife lost Her engagement ring, went to Kay's to buy A beautiful New and bigger

I called to ask about my wedding ring set, and the lady I was speaking to hung up on me. I tried to call right back and they wouldn't answer and finally they disconnected the call so all I would get was a busy signal.

I ordered a ring online and shipped to this store. When I received an email saying the ring was delivered, I went and picked up the ring. However the manager Meagan was very rude and could not find my ring. So She told me I had to call the “online people” to figure out where the ring is. You would think she would do some looking for herself considering she is a manager and I am the customer, however this was not the case. We called customer service and it turns out our package was in this store (so she lied) but the product inside was not what we ordered. So they found out my ring was in Boston under someone else's name. I was told the ring would be shipped to the store Monday or Tuesday. They did not update the tracking label so it shows the ring is delivered, so its up to me (the customer) to call to see if the ring is there. Terrible customer service, I do not recommend shopping with Kay.

My girlfriend and I visited KAY tonight pretty close to their closing time to look for engagement rings. I was not expecting such a good review of diamonds when we went, but Cameron was excellent! He was very knowledgeable about everything—cuts, bands, prices, you name it. He helped my girlfriend pick out her dream ring and told me the easiest way to get it! Megan, the manager, came out towards the end, and we talked to her until after close. We genuinely enjoyed our visit and will definitely be back. :)

Absolutely Ana.big! Megan and her staff are so awesome. From start to finish it was by far the BEST experience I’ve ever had. Total and complete satisfaction was achieved. Every store should have a Megan, a Brittany, and a Cameron . They definitely personify excellence in service. They should all be commended. They are diamonds in the rough.

Me and my husband have worked with Aaron twice now and he has offered outstanding service. he goes above and beyond! We will definitely continue shopping here. Everyone in the store is very friendly and helpful. I always leave this store happy and satisfied.