KAY Jewelers 21317 South Ellsworth Loop Road, Queen Creek, AZ 85142

"Service has always been good but had an appointment at 10:00 I got there and no one was there. Came back at 10:30 and still no one. I understand store hours say 11 but why make an appointment at 10 if the store isn’t open and no one will be opening the doors for you! Very upsetting and frustrating."

"Absolutely best experience always willing to help My wife has an allergy to certain metals and they were very understanding and helpful on finding me and my wife the perfect ring for her that she can wear without having a reaction and for this reason, I will only be coming to Kay jewelers to get all my jewelry"

"Such wonderful customer service! Everyone was so helpful and kind even with how busy it is during the holidays. Would highly recommend!"

"I had such a hard time choosing because there was so much to choose from! I know we were there for a very long time but everyone was so kind and helpful. This is my new happy place! ❤️"

"I’ve been a customer of Kay’s for a little over a decade now. My husband and I went in for the inspection on my wedding ring and other jewelry I’d purchased and to take in an opal ring that had become chipped (for like the third time, mind you). I’ve worked in customer service so I understand the pressures and expectations that come with the job (on top of having to meet commissions). I don’t expect to be given special treatment, however, I do expect to be spoken to with kindness and without judgement. Several things happened during our visit that brought me and my husband to decide we would be taking our business elsewhere. I. The greeting - We walked in while Karla (I think that was her name?) was by the jewelry cleaning station. She greeted us but didn’t follow up with a “How can we help you today?” or a “We’ll be with you shortly.” We stood there awkwardly, looking for someone to help us and my husband had to say “She’s here for an inspection. Before we were actually acknowledged and told there would be a short wait. II. Inconsistent policies and customer education to safeguard their investment - Once we were called over, I handed my jewelry over to her. I also explained to her that my opal ring (which I purchased through Kay’s as well, it’s a Le Vian ring) keeps breaking, so I asked why. She said Opals weren’t meant to be worn all the time and explained the stone’s natural structure and vulnerabilities. After that, I was told the Opal wouldn’t be covered and to expect a charge when they send it to Le Vian for repair. This is all fine, it was good to know. My problems with this were: (1). We purchased that ring many years ago and had brought it into Kay’s for cleaning, inspections, and repairs multiple times and not once were we given details about the kind of care this type of jewelry required to ensure its durability. (2). As mentioned, we’d brought the same ring into the San Tan Mall location multiple times and they’d sent it to Le Vian and returned it to us repaired without charge. Suddenly, I’m treated like I’m an idiot who doesn’t know what she’s talking about when I explained to her that this is the first time we’d been told Opals weren’t covered. My suggestion is to introduce a care pamphlet or booklet with every purchase, that explains the brand and store warranties and how to care for precious stones. This will cover Kay’s and also give the customers the info they need to make sure their *expensive* jewelry is cared for. III. The service - Aside from my ignorance in the above, I was also treated with condescension (whether intentional or not, I don’t know) while she was cleaning and inspecting my jewelry. She asked when was the last time we brought it for inspection, I said I didn’t remember exactly. She pulled up her pad and said we hadn’t been to inspect my stuff since 2018. I told her that wasn’t possible because we’d been to Kay’s after the pandemic to get our stuff inspected (my new ring was purchased in 2022 after an inspection). Then, because I wanted to give them the benefit of the doubt, I asked “Is there a reminder system you have in place?”. She told me “We can add you to the email alert through an appointment but it’s still technically your responsibility to bring the jewelry by yourself.” Just rude and condescending. I would have simply said “We do have one, let me sign you up for it. I also suggest maybe adding a reminder to your phone, just in case. I personally would forget without an alert and we definitely want you to stay covered.” I hope this is helpful for someone there."