KAY Jewelers - Pensacola (FL)

1 /5 Indira Volkonskaya: We purchased a wedding ring on November 1, 2024, at KAY Jewelers. After some time, while running my hand through my hair, a strand got caught under the setting of the ring. Once I removed it, the stone started to wobble. On August 22, we went back to the store to have the stone secured. However, they refused to help, saying we didn’t have a warranty. Spending over $5,000 on a ring and not even being able to get assistance within the first year is a huge disappointment. We ended up going to Helzberg Diamonds, where we’ve never been denied help. The difference in service is night and day.

4 /5 Anita Bronson: I had a great shopping experience at Kay Jewelers tonight! Chastity provided excellent customer service, was very professional and personable and made me feel very comfortable. She greeted me as soon as I walked in the store and patiently worked with me as I inquired about a number of jewelry pieces. I walked away very pleased with my final purchase. Further, the store manager, Laci, was also amazing...kind, friendly, personable and professional. Both ladies made my night! If youre ever in the area and are looking for jewelry, stop by the Cordova Mall location.

5 /5 clifton quiggins: Stopped by the Pensacola,Cordova Mall location to have my necklaces cleaned. Decided to look at upgrading my charm. I found one I liked so I decided to get it. Mrs. Edna let me know about using my old charm ( also purchased their) as an upgrade. They gave me exactly what I paid for that charm 3 years ago in credit towards the new one. Thank you so much Mrs. Edna. I’ll definitely be back to see you !

1 /5 Amber Hamblin: My husband bought a BOLO bracelet for our 14th anniversary. It was beautiful and truly something I loved. However, in May, it broke right in the center. No big deal, we had a warranty. Well mid July, it broke again and of course, I got it repaired. Not even a week or two later, it was broke for a 3rd time in the same spot!!! We were over it! We went in wanting either an exchange or refund. We weren’t even told at that time we couldn’t get a refund, but directed to other bracelets to look at. Now with the sentimental value absolutely washed away, we reluctantly chose another bracelet, spent 260+ more for the difference and warranty. Mind you, the retailer handled the bracelet before I left the store with it on my wrist. Within 3-4 mins of walking with it, it was evident something was wrong with it. We didn’t want any more jewelry from Kay’s. We are fed up. So we went back, told the stand in manager what was happening and she confirmed the rubber in the stopper was broke. Then we were told we couldn’t get a refund because they go based off the original purchase. So not only do I no longer have the beautiful bracelet my husband picked for me, but I now have a broken bracelet, a hatred for Kay’s, and utter disappointment. I decided to push this to corporate. In the mean time, they sent off my broken new bracelet to be replaced. Well, today I got the new bracelet and I still don’t have it with me. A design change is now being done to reduce the risk of the balls and rubber from being broken. While I agreed to this. I also stated I’m still pushing for a refund so I don’t even know if the redesign is even worth it. I finally got a call from corporate and spoke to an “escalation specialist “ and she said unfortunately it’s in their written policy that there’s to be no returns after 60 days. So you’re telling me that I’m now stuck with poorly crafted jewelry, that has absolutely no sentimental value to me, and it now harbors hatred. No, I refuse to accept this. The breaking is all due to poor craftsmanship and we as the consumers are the ones suffering. The agent then said “oh well I can send this for review, but it’s probably going to be me calling you back with the same answer”. Which is unacceptable!!! There was no chance for her to let me speak to a manager and she was basically telling me there’s nothing I can do. Which is absurd.

4 /5 Natalie Bussmann: Hailey and Ally have been extremely helpful to me. I purchased a previously owned ring but didn’t want to get it over the net and posted. Hailey sourced another store that had the ring and organized it to be sent to her store where I could try it on. Ally has thoroughly explained the benefits of the protection plan. Thku both. The ring is beautiful.