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July 2025 by Chad Adamson
Disappointing Warranty and Service Experience
I purchased a necklace from Kay Jewelers along with a warranty, expecting a dependable product and responsive service. Unfortunately, my experience has been frustrating and disappointing.
It’s especially frustrating because I originally brought the pendant into the store to size a necklace around it — so shortening the chain defeats the purpose entirely.
The necklace has broken multiple times. The first two times I brought it in, a link was added during the repair — which clearly did not solve the issue. On the third break, I specifically requested that the necklace not be repaired again. I asked for it to be replaced with a stronger, more durable option — and even stated that I was willing to pay the difference for something of higher quality. Instead, the chain was shortened during the repair, which made it less functional and didn’t address the underlying problem.
To make matters worse, during my most recent visit, the sales representative interrupted me twice as I was trying to explain the full sequence of events — one of which she had actually been involved in. I was trying to be clear and respectful, but felt dismissed and unheard.
I expected better service from Kay Jewelers, especially given the warranty and my willingness to work toward a reasonable solution. The lack of follow-through, poor communication, and dismissive customer interaction have been incredibly disappointing. I hope they reconsider how they handle warranty issues and customer concerns moving forward.
Ive bought several pieces of jewelry from Kay's jewelry in the past. But due to this interaction I walked down to Zale's Jewelers and purchased a necklace to fit the pendant.
Ill never return to this store. If I do return to Kay's it will not be at this location due to the lack of respect.
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July 2025 by Daniel Gantt
Mo was fantastic and made my first shopping experience at Kay's extraordinary.
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June 2025 by Makayla Martin
Ron and Anne were so helpful in finding me my ring upgrade. They had amazing service skills and were very attentive and kind. I will definitely be back!
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June 2025 by Elle W
The store manager is extremely dishonest in his business practices. I would recommend going a few halls down and finding jewelry at Jared’s.
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June 2025 by Rebecca Daily
Our experience with Anna at the Longview, TX location was awesome! She was so sweet and helpful throughout our visit!
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June 2025 by Wendy Davis
Ann was our sales person and I can’t say enough good things about her. She was so very helpful and patient and made our experience for my husband buying me a new bridal set for our 30th anniversary, as fun and easy as possible. She wasn’t pushy at all and supported all my thoughts and opinions! Thank you so much Ann.
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May 2025 by Baley O'Neal
Mari is the best! Me and my husband got my engagement ring here a couple years ago and today we came to get a band. The people are always so nice, welcoming, and personable.
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May 2025 by Florence Ellison
Dayanna was amazing! She asked me some great questions that helped me figure out what I wanted in a ring and helped me set up a profile for my boyfriend so he can access my favs and ring size!
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May 2025 by Ashlee Watterson
The experience was amazing. Ron and the lady that set me up for sizing were happy and upbeat and didn’t mind me switching from one ring to another repeatedly. We were explained everything so we weren’t surprised about any charges. They were humorous to ease how awkward I was, and even thanked us for coming back to see them. I would recommend, 10 out 10.
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May 2025 by Lance Sanchez
Dayana was extremely helpful and knowledgeable. 10 out of 10 recommend her for your next jewelry purchase!!!!
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April 2025 by James Smith
Ronald Kain is the best diamontologist ever
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April 2025 by Jaci Gladden
Mari was such a great help! Made our process easy and stress free!
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April 2025 by Kenneth Lappin
I dealt with Ron. It was an awesome experience. I would recommend coming in and seeing him on your jewelry needs.
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April 2025 by J
My wife’s main diamond fell out of her ring and she was very upset about it. We took it to Kay and we did have the lifetime warranty but we weren’t up to date on our inspection so we thought we were out of luck and just going to have to pay a ton. Ron and Dayana were able to comfort my wife along with helping us find a solution. Ron mentioned we could buy a new diamond and Kay would cover the cost to fix it or he offered to trade it in and he gave us full price for the ring (even with the missing diamond) that I paid for it 6 years ago. We opted to upgrade and we were able to put that amount ALONG WITH a 30% discount they had at the time and apply it to the upgrade. Huge thank you to Ron and Dayana for helping us and coming out of it way better than we planned or imagine.
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April 2025 by Wendy Doster
By far the best Kay’s in the area! Very helpful friendly staff! Thank you, Ron, for all the help over the last several weeks, getting ready for our special day!
