The worst shopping experience ever! I placed an order on december 16th and was told that I would be able to pick up no later than the 24th which worked out perfect since it was a christmas gift. Come december 24th I haven't received a call so I go to the store to see if they had just forgotten to call or something. When I walk into the store I talk to an associate and she tries to brush it off as if it were not a big deal and just says if you haven't gotten an email we don't have it and didn't want to look into much more than that. After I refused to take that for an answer she reluctantly goes to check the status of the order and comes back saying the order was cancelled. So now it is christmas eve 2 hours before the mall and every other store closes left without a gift. After talking to the manager he finds out that the order was cancelled because it was a ring upwards of $5,000 but it was on clearance for 1,500 the store sending the ring did not realize this was a clearance item and thought it was a mistake. As a "I'm sorry" the manager offered to add in a $150 gift card. With no time left to get a gift I agreed. Come January 2nd I get a call from the store saying the ring was in and ready for pick up. So my wife and I go in and the salesperson in charge decides to take it upon herself to double check the price and does not see that it is on clearance so refuses to give us the ring. (In my opinion she was judging my wife and I because we are minority's thinking we were trying to con ourselves into a good deal) After much back and forth my wife and I go home and she is now in tears. When we get home I call customer service because surely someone has to know about this advertisement they put out. After a 3 minute phone call customer service makes a call to the store and now everything is set right. Just like that. So we go back to the store for the ring and the sales associate proceeded to place the blame on someone else and never offered an apology. Needless to say I'll never be shopping with kay again and I advise you to stay away as well. Not to mention the first time we went in to pick up the ring there were 2 other unhappy customers in the store as well.

I just recently got my wedding band. Today I noticed that one of the diamonds on it was missing. I took it into KAY to have it replaced since this should be covered by my insurance. When I got there I was told that they would not replace it because I hadn't taken it in before hand to get it checked. They didn't give any other options or alternatives, simply said it couldn't be done.

I’ve gave them many chances to improve at this location *Town East*. They always disappoint me. Every time I walk in for service. They ignore me due to my young appearance believing I wouldn’t spend money. My first experience with them, I was very ignored from the employee. I was assisted after a couple minutes looking. I wanted to upgrade my ring, the employee was be very rude when I asked to look at a few rings. Once I decided, the employee was processing my exchange and saw my credit with them. She completely changed her attitude and constantly asking if I wanted to look for more jewelry but I was mad and upset due to her rude attitude. The second and last experience, I went for my inspection. I was ignore once again. I was assisted with one sweet employee who untangled my necklace. The other employee *from my first experience* was looking over her. I’m guessing because she surprise I own four different type of jewelry? She told one of the other employee to clean my jewelry due to her break time. The employee who took over was very rude asking if my jewelry was from Kay’s. She kept asking for my information to confirm it was from Kay’s. After she confirmed she gave my jewelry back and walked away without saying anything else. I wanted to look at engagement rings due to my boyfriend talking about proposing this year but after my service with my inspection they just ignore me again. I just left upset and mad. They judge you for your appearance. I wouldn’t recommend at this location.

Very good customer service. Knowledgeable staff.

Stood for 20 minutes before anyone acknowledged me. Came in to get my bracelet re-sized and the older guy said he could do it, fiddled with my bracelet for 5 minutes, then came back and said “I don’t have the right tool for this, go to the little ‘quick fix’ jeweler around the corner and pay a few bucks to get it done”. This was purchased there and he couldn’t even size jewelry bought there?

This place is great if you have no issues. But the moment you have a problem no one wants to take responsibility. We bought a Tungsten ring for close to $1000 and the ring literally came apart. We were told since the warranty plan expired we were out of luck. The ring has no physical damage and the issue is they glue the brushed and polished metals together and the glue failed. We talked to the assistant manager and called customer service. Both have zero help and customer service admitted it was an issue but nothing they can do. Beware buying here. You are not important unless you are buying today.

First of all the ring I bought...one of diamonds fell off before I even got it home. So I had to send it back to get a new one. They told me it would be about 5 business days before the new one came in. I waited 6 business days, called back on a friday and they couldn't find our names in the system. Not by name or phone number! So I finally got home, got the number off the ticket, called back with that. They found it and said the ring would be ready by Tuesday. Called back today (Tuesday when the ring is supposed to be ready) and they AGAIN said they cant find us in the system! So of course I get frustrated and told her this was the 2nd time, and she starts YELLING OVER ME telling me I need the ticket number. omg fuming mad. I don't know what kind of hiring process these people have to go through, but they need a new one. Very rude employees. especially the women. rude rude rude. I wont be going to them for business EVER again.

Horrible customer service! Asian young lady with braces refused to help me, instead she asked me to wait for another associate and went back to he lap top. Good thing is that I got the ring I wanted from Paramount Jewelers on the 2nd floor.

I bought a watch for my nephew on 9/29. He NEVER wore it.. Tried to return it on 10/3 with original receipt and They said it LOOKS worn. I WILL NEVER shop at Ks again and they BETTER GIVE ME MY $$$ BACK. They called the police on me for trying to make a return. I WILL BE SUING AND I'M NOT EVER PAYING THE CREDIT CARD LMMFAO

I have been doing business at this location for years and have always been satisfied. I recently had a super small issue and Ms.Naty figured it all out super fast. Definitely ask for her! She’s super sweet and friendly and definitely cares about us customers. The rest of the staff is always nice and helpful as well. Definitely the best Kay I’ve done business with.! Thanks guys!

Great place, I was really impressed with all they offer. I purchased my fiancé's engagement ring from them and I plan on purchasing the wedding band as well.

Natasha at Kay Jewelers in Town East Mall was great to work with and actually inspected our rings . As soon as we walked in, she acknowledged us. She was easy to talk and professional. As long as we have been coming to Kay's (over 20 years) we have never been given that level of service. Because of her, we will continue to come back. Keep up the excellent work!

Got helped out by Natasha and she was awesome. Full of positive energy and great conversations. Got my wife's ring picked out quickly and jamming to the stores music while doing it.

Terrible customer service. Ordered a valentines gift online and after waiting almost a week they shipped the wrong item. I usually go to Zales but since she really like the bracelet I tried Kay’s and yea should’ve stuck with what I know.....

I’ve visited this location twice. Each time, terrible customer service. The first agent entered my product incorrectly. I looked at my receipt and went right back to him, he overcharged me by $65. I went back to get one of the products sized. The rep couldn’t find it in the system. Then when she located the receipt in another system, she stated it wasn’t properly added to my account. Her reasoning... technology. Ok. So she’s walking away, clicking on the computer, I’m having to ask her questions. Did you find it? What’s happening next etc. I love the Arlington location. This location needs a bit more customer service training.

I came here to get my wife’s rings cleaned and inspected for the first time and when they pulled up my profile I discovered my wife was purchasing jewelry for another women who happens to be manager at the cookie place across the way. I will be filing for a divorce, and I couldn't thank kay jewelers enough for helping me find out, definitely will shop here again

I bought my husbands ring from here and I had an awful experience! I ordered the ring in his size and they said it would take a week to get it here! So in about a week they call me to pick it up and I notice it had an indentation on it like they just resized it in the store without bothering to order a new one so I told them about it and that I would like them to order a whole new one and they said it would take another week but it got their sooner than that and I go to pick it up and it looks great! So I go home and I look at it some more and I notice that it's smaller than the other one so I took it to another Kay jewelers to see the size and it was a size smaller than what I ordered! And my wedding was within the next two days and I had to go back and use the ring that had the indentation on it for the wedding until they could get the right to me!

Did u know the average rating for ur store is 1star? - ur not that great

I have gone to Kay's before and the customer service was excellent. Not sure if they change their hiring practices but it felt more like I was at a bazaar than Kay's with the ghetto, smart mouthed customer service that I received.

My sales lady is the only reason, I purchased my wife wedding band with Kay's Jewler. She was professional and made the buying experience, a wow factor. Her name was Maria Hernandez, please go see her, she will take care of you.....

Easy to make payment

If you go there ask for Gilbert! He's knowledgeable and I had the best experience considering I've been there quite a few times. He's great. Great experience 5 stars all the way.

Regret getting this ring. Had it resized for my fiancé just for it to come back and lose a diamond within the first two days we got it back. Sent it back to get the missing diamonds replaced. They sent it back a week later to say they cannot do anything to it and also received it with three more missing diamonds been trying to get an exchange for it but they are saying they can’t find my order and now they are sending the situation to commerce but my fiancé is not happy because she has yet to wear the ring for a whole week and now we have a ring with four missing diamonds and at this point I don’t honestly want an exchange i think a full refund is needed because this is a big headache for both of us.

If you are looking for a lifetime jewelry store.. this is the place..

I had an amazing experience today!! Natasha was so charismatic and welcoming and made the whole visit so worth it. She is so well informed on all the jewelry items and definitely will have me coming back for more. She deserves a raise!!

My salesperson ( Natasha) was amazing. She was so patient with me taking forever to choose my necklace. I have shopped at Kay's for year's and has never experienced such professionalism. JUST AN OUT RIGHT AMAZING PERSON. She deserves a raise!!!

Sapphire was a great help. She heard my needs and wants and helped me pick out (customize) the perfect engagement ring.

Sapphire was a great help! I told her exactly what I was looking for & less than 10 minutes later I was completely my purchase. Talk about efficiency! Thank you again Sapphire!

Sapphire is absolutely phenomenal! Her knowledge with the different types of jewelry is amazing! The staff is always on point and super friendly. This is my favorite Kay’s, as I do a lot of business with them! See you again soon!!

i took my gift necklaces to inspection(my son bought the warranty) and, the lady who help me, just deep the necklace to a liquid solution and with a toothbrush sweep 2 times and tell me here its ready, thinking ok its Kay jewelers, they going t use a professional equipment? or something. not a tooth brush, i have better sonic cleaner at my house then them.

They have a good selection of jewelry. I think they are alittle over priced for what you get. The service you get is good and the employees are nice and knowledgeable. I've been there 2 times in a 2 week period.

I had to wait a long time, being Saturday, but, the lady that waited on me(Barbara) was fantastic.

Do not sign up with credit card at least at this location. Theyre staff is not properly educated on how their own services work. Now im going to be paying a big monyhly payment. I asked all the questions i needed to reguarding the credit card. I was given false information. Even the lady at custumer service said she dont know why she told me that and changed my term for no interest so the payment would from 330 to 220 a month. Would not shop here again or send anyone here.

Awesome!!! Very pleased with the staff and their knowledge about jewelry.

The chains on the necklaces are too short for a grown woman! I'll have to tell my husband no more necklaces from there.

Busy time of the year but service was fast and friendly

It's all goodie for sure 💪💪

Everybody I’ve dealt with here is so helpful and nice. Of course no business is perfect, but they put a great amount of effort to be. I’ve been to quite a lot of jewelry stores, but they have treated me the best here. The manager Tim is great and he will take care of you. He is kind and patient, and he won’t make it feel like you’re dealing with a salesperson just trying to make a sale. I highly recommend Kay jewelers.

Get staff! Worked with store manager. I will be back again.

My husband and I went in this weekend and we were trying to inquire about a price on a necklace. After standing there and hearing the Large Man (Guessing he’s a manager?) and some random guy carry on a conversation about his mom (not work related) and the other associate was on the computer right there next to them, I said “excuse me can we get some help,” both the Large man and the man who’s not even purchasing anything look at me smack their lips and and say something rude amongst each other. Wow they really must not need my business . I left.

I been with Kays Jeweles for a good while now and they have been good to me. But today both online and at the store i could not get a University Class ring and i was told to go online to make one.....that did not help either and Kays say they dont do Universities rings. But i seen other places that do Universities rings and it the same thing as a high school ring. Plus I could not customized one too. So am dishearted by this.

Very enjoyable experience doing business with Kay Jewelers.

I believe the lady that helped me was Patty. This is the first time I go into a jewelry store and get greeted and asked if I needed help immediately. She was super sweet and nice and one of the best so far. Will definitely be going back there!

Assistant store manager (Towneast Mall, Mesquite TX) Barbara was fabulous! She focused on what I wanted and provided advice on diamond, mounting, and setting!! She also provided information to get store discounts and cost savings. Customer friendly store that focus on you, not how much they can make off you!

Lots of beautiful jewelry and great specials

Answer your phone!!!!

They are the best

Awesome and knowledgeable staff. Safe store. I see them cleaning all the time. Selection was great. More than most stores I’ve been into. The “Leo” collection was huge. We ended up getting anLeVian piece. I’ll be back soon.

I have worked at this store for a year now after transferring from a different store. I love the people I work with and the busy work environment! Great store location!

GREAT PEOPLE AND GREAT SERVICE.....

Excellent