Staff was amazing! Weve bought 3 pieces from this location and each time the staff was extremely helpful. Neil made sure to answer all of my questions and was very patient with me since Im so picky. Definitely recommend!

Wonderful staff! Bought a piece for my wife. Neil, went above and beyond to ensure that my wife was pleased with her necklace. Highly recommend.

I was looking to buy a chain for my husband as a gift and Hector was so amazing! He didnt push me just to make a sale or rush me into buying the most expensive piece there. Hes the perfect example of an honest salesman. (There is such a thing) Next time I need to purchase jewelry, it will be with Hector.Btw, my husband LOVED the chain! Thanks Hector.

Kay jewelers located at the Florida mall Orlando Florida I give it five stars because of Cindy assistant store manager.cindy has excellent customer service skills and she is really good at problem-solving.There was a problem when came time for me to pickup my ring but Cindy she kept her cool demeanor and that was a game changer. She was kind and patient and she worked it out.please reward her for her hard work shes a keeper and deserves a pay increase.

I purchased my Fiancés engagement ring from Kay Jewelers at the end of March. My fiance took it in to the orange blossom trail location, in millenia mall, to have it resized. Whomever assisted him on March 30th, 2021 wrote the ring size down wrong and we essentially waited 2 weeks to get the ring returned only a HALF size increased. Not only that, but the promised return date was 4/14/2021 and when my fiance went to pick up the ring, they told him there was a delay at the shop. Why did no one call us ahead of time and tell us this?? Our event had to be pushed back at this point and ON TOP of all of that, the ring was resized INCORRECTLY.It needed to be resized to a 12.5, but the male representative instead put 10.5 on the service order. How can the rep. confirm the ring size MULTIPLE times and still write it down wrong?So, Not only did no one notify me of a delay they were experiencing at the shop, but also incorrectly resized the ring. They had to send it out to the shop again and we have to wait another 2 weeks. It was sent out on April 18th, 202. Now it is May 4th and no one has called to confirm if the ring is ready yet. I called and spoke with multiple representatives and the last time I was told it should be ready by May 3rd, 2021. No call and it is currently May 4th, 2021.

The workers are extremely rude. They only care about making a sale. The customer service was terrible, I can’t believe it. I would not recommend going here as they are very judgmental and the customer service is disgusting.

Customer service is wonderful while they take your money but nonexistent thereafter. Terrible experience for me on many levels. Take your business elsewhere

Better off going to ANY pawn shop than going here

Not very honest. I went in to look to buy some gold rope chains, was shown some for $400. I went back 2 weeks later I go come in to buy3 gold chains at $400 each, was told by salesman we dont havevthat we only have chains for $1500. This is the old bait and switch. Very dishonest.

Hector was amazing! Very knowledgeable and down to earth. He helped us pick out the perfect ring. I wouldn’t choose any other jeweler than Kay.

We live in England, however I had bought a beautiful Diamond ring from kays about 12 years ago and I was ready for a change. So on planning our family trip to Disney this year in August we took the ring back to see if we could either upgrade it or have the Diamond put into another setting. We went in store and met the lovely Neil Mathis the store manager. Between us all we decided to have my Diamond ring dismantled and made into 2 rings as I had a lovely 1.38ct Princess cut Diamond and six smaller certificates Diamonds. we chose 2 new lovely settings for them to be put into. Neil asked us to return a couple of days before the end of our holiday to pick them up, which we did.OH NO Dismay ... they had put the smaller stones into the wrong setting and wrong size, as we wanted yellow gold and they put it into white gold. Neil spotted this as soon as he opened the package, he remembered it before he even showed it to me... i put on the other ring and was happy that is was in the gold setting and the right size, and oh how my Diamond sparkled.. Neil promised the other ring would be ready the next day and for us to pick it up on our way to the airport... and it certainly was ready and so beautiful, The difference the diamonds look in the new setting was unbelievable. It was a shame that Neil was not in this day as he would have loved the new ring.Neil was brilliant and so very helpful from start to finish as I am sure I was a nightmare as it took me ages to pick what I wanted..On getting home I got my two new rings out of their boxes to admire them then took a closer look and was really dismayed to see that the solitaire Diamond had also been put into a totally different setting to the one I actually chose... Gutted .. The setting it is in is no where near as lovely as the one we chose, and I am just so disappointed as it cost over $1200, to have a ring that isnt the one I actually picked out.. feeling sad I realised I could get in contact with Neil which i have done and he is trying to sort something out to get my ring changed... not so easy when I am in England.. so watch this space as I have utter most faith in this lovely Manager..I have attached some photos of the before and after rings... the original ring is the white gold with 3 Diamonds on each shoulder nearest my knuckle, the 2nd photo is the setting I wanted, the 3rd is the setting I got which is wrong, the 4th is the smaller diamonds in a complete new ring, the 5th is the view of the wrong ring you can see the thinness of the gold band compared to the one I chose... and the last photo is of the Lovely Neil in his bright Florida orange shirt... and his colleague as I waved goodbye lol...I will update this review when my ring gets sorted out but up to now despite the errors it has been 5* for customer service.. Thanks Neil..for a lovely experience you were professional curtious and fun Many Thanks and talk so hopefully Kay & Stuart HeathJust checking this review and it hasnt uploaded more than 2 photos !

Hector and Cindy were and always are amazing. When others say they cant Hectors skill comes in and the cant does not exist. Hectors skill-Great, Both his and Cindys customer service-Great. Hector helped with a bracelet that other stores were uncertain how to size. I have been in the Florida mall store numerous times (which is out of my way) because of Hector and the staff. I would drive to this store because I know I will be treated correctly as a customer. Thank you for your help today in resizing the bracelet.

Awesome staff. It was nice not having to deal with a snobby sales rep. They were outstanding and cared about what I wanted instead of adding more revenue.

I was sold a custom engagement ring by Ryan and a custom wedding ring by Neil. Neil went through all the paperwork with me and explained to me that I should be able to pick up my ring in 8 weeks. He told me that a mock up/ design of my ring would be texted or emailed to me 1-2 weeks from the day I purchased it so that I could approve the design before they started making my rings. 2 weeks after purchasing the order I hadn’t yet received a text or email of the mock up so I stopped by to see if they had any updates. I spoke with Neil and he called out to the company and asked if they had any design yet. They sent the images of just my engagement ring to Neil’s cellphone and he sent the images to mine through text. Unfortunately this mock up was not accurate to what I asked for. They did not have any design yet for my wedding band. Neil took notes of the things that were wrong and needed to be changed. He asked them for my wedding band design and said he’d send it to me as soon as he got it, and to give him a week to have an updated design for my engagement ring. He also told me that the number he sent the images from is his personal number and I could text him if I had any questions. 2 weeks went by and I hadn’t heard from anyone about my engagement ring or wedding band. So I sent Neil a text asking if he had any update on my mock ups. He read the message and never responded. So the next day (more than 24 hours after texting Neil) I called Kay to find out more information. Ryan answered the phone, I asked him about an update for my rings and he told me that the company had since sent in 3 new mock up/ designs of my engagement ring (not including my wedding band) but they were all wrong so they had to continue to tell them to change stuff. He notified me that it’s possible these delays may push back the day my ring could be picked up. Ryan then told me he would text me the most recent mock up of my engagement ring so I could atleast see the progress that has been made since the initial mock up I saw. He verified my phone number and we ended the call. Needless to say Ryan never texted me the mock up of my ring design like he said he would. At this point I’m not confident that my ring will be on time or that the rings will be correct when I go to pick them up. After not hearing back from Ryan I called Kay the next morning and spoke with Troy, I told him that I wanted to cancel my custom order for my rings. He said “may I ask you why” and I explained my issues. He said “okay I can cancel it for you no problem, Neil is a manager and is very busy so that’s probably why he was unable to get back to you, but there is no excuse for Ryan not getting back to you.” I did find it weird how easy it was for me to cancel this order after telling him that I was not confident that it would be done on time and correct, he didn’t try to “save” my sale at all, or try to gain back any lost confidence. He actually didn’t even apologize for the inconvenience at all. It was alittle alarming that they didn’t seem to care about the loss of my sale. (They must be making a lot of money.) I also found it surprising that the Manager had less expected of him than the Sales Associate and they made an excuse of him “being very busy” You’d think he’d be held to a higher standard. But it’s not my business so I can’t really do anything about that. Anyways it ended with my order being cancelled and I went into Kay to get the money refunded to the credit card. When I went in there was no attempt at saving my sale whatsoever, Troy just refunded it. No apologies, no questions, nothing. Luckily I didn’t have to tell them over and over “No I’m sorry I’d just like to cancel it” but I felt alittle bad for whoever owns the Kay in the Florida Mall. I’m sure this happens daily in their business as they are not present to maintain quality control.

Hector. Hector.Hector!!!!! Amazing customer service. Me and my fiancé were just there to look and his demeanor sold me right away, I trusted Hector! He took his absolute time with us and was very honest and fair! Cuddos to you Hector, I will be back just to see you! Ask for Hector, he knows what he’s talking about and he won’t stir you wrong!!!

Never again, What one team’s members does Affects relationship customer . Just know that, My diamond earring says ouch. I will always share my experience With family and friends and may they share my story too .

This is a wonderful location. The customer service is great. They really do their best to make your fully aware of all your choices. They make sure you take advantage of all the promotions. All in all they are very knowledgeable and helpful people to go to when picking out import gifts for those near to you. Neil was of great assistance to me as I was picking out my fiancees ring. He shared his opinion but definitely gave me all the facts to help me arrive at a good decision.

I went to hector for my second bridal set and again to fix my first one when the one in viera fl screwed them up without giving us a solution. They are true professionals here that go above and beyond for you no matter what. Hector is truly the man and knows his stuff. We drive over an hour away just to get the professionalism they serve. Completely worth it!!! Never disappointed with this store.

Love Gary! He went above and beyond for us! He’s very professional and hard working. He gets two thumbs up from me! I would recommend going to him if you want to make a purchase because he’s very knowledgeable! The only reason I’m not going to rate Kay 5 stars is due to the lengthy time you have to wait for repairs and special orders. It is really a pain. If it wasn’t for Gary, I’d probably rate Kay 3 stars because of the shipping. I wish they had a galleria! If they did, I’d probably make way more purchases here.

This place was awesome. Dont see how this store only has 2 stars. First of all my fiancee went a bought my ring there. The lady that helped was so nice and went above and beyond her duty. We went in to get it sized and the guy that helped us was super nice. They sent the rings off. I was not very happy in how long it was going to take but it was all good. Well I got it 3 days before it was supposed to. I got a email saying it was there. Went up and got it the same guy helped us and was so nice. Since we had just a great experience with this store we bought his ring here to. I will definitely tell people about this store.

NEVER order any ring from this Kay store. My customer service experience is abysmal and the engagement ring I ordered came in out of spec. I waited 2 weeks for it which isnt an issue, but it didnt even look like the same ring. After over an hour in store Kay finally acknowledged their mistake and said they would expedite ordering a new one and that they would be giving me a call to confirm that it had actually been expedited. That brings us to where we are today nearly 2 weeks after it was supposedly reordered. I called for a status update. They picked up the first time I tried to call, took my name and put me on a silent hold that lasted about 7 minutes. The call was then disconnected. I have made at least 7 more attempts to reach them over the phone and no answer each time. Well of course that makes me think they found something wrong and just dont want to deal with me over it. Bottom line, I will be taking my business to other jewelers in the future. I will never shop at Kay again based on the incredibly poor customer service alone. I have now had to delay my engagement plans because I just dont have a ring to propose with. THANKS KAY!!!

Sales staff was polite but the jewelry in the cases was so disorganized and jumbled. The Rolex watches were sitting in their boxes crooked— like they’re not worth $1,000’s of dollars!! It just shows an absolute disregard to respect to the jewelry and a lack of professionalism. Whether something is $10,000 or $10, it should always be displayed with care. Jewelry that looks beautiful in the case sells itself!

Hector and Cindy were very helpful and they were very nice to us. Excellent customer service.

We visited Key and our experience with them was awesome. Hector and Noel give us a great, professional and excellent service. Ask for Hector and you be in great hands, he will make sure you are satisfied and happy with your purchase. Thank you guys you’re the best!!!

I been shopping and going for service here for the pass 4 years, luckily Im moving and wont have to deal with them anymore. Late November I went and the girl helping us was very nice and told us my Bulova watch had a guarantee that I didnt know about and told us once it expired at the beginning of this year we could renew it and that we could send it to get refurbished even though it was in pretty good condition but should wear it a bit more so some weeks after I went to send it out and first the lady helping us didnt look like wanted to send it cause looked like no work need to be done (like its her money been spend) and we told her we were gonna buy the extension on the guarantee and her response was no, thats not possible and we explain what the other lady had told us and she keep saying no, no. But didnt explain why. We asked to talked to the manager and the lady came with a paper and show us it was not available that option. And we explain what the first lady told us and she said I dont know why someone would say that cause I trained all my people and the one that told you that is new. People can make mistakes and we told her the girl check with a couple worker and she also had said we could and the manager called both of them that just had arrived to the store and the girl remember us and she was nice as before but the second girl was laughing and saying she didnt remember. My husband was getting mad by the second just because the manager would keep telling the girl you didnt do anything wrong and I have your back and we felt like we were trying to get something for free. And then told us if you dont want to deal with me you can go somewhere else. I just send the watch out and now Im about to move and the yellow paper they give you with the date it should be back should be in some of the many boxes so I decided to called to make sure it wasnt at the store since last time I send out something they never called me and it was sitting there for over a week. And I explain the lady I didnt had the paper and wanted to check if it was back. She asked me when I send it out and said December and her response was NO it take about two months to get back. So I asked her to check cause she didnt even asked my name or anything to know for sure if it was in the store and to give me at least a date when It would be back since again Im about to move,. So she finally looked for my account and told me it wasnt at the store but should be in next week and if I dont get a call to call back. Very disappointed at the customer service here, I feel if you dont go dress to impress they dont treat you the same and take them a while to a knowledge you.

The manager Niel was a great help to me on making one of the hardest decisions I have to make for a ring . Great guy 5stars all the way

Great customer service every time we go there.

Pushy staff told them I wasn’t buying today sales woman got someone else to try to get me to buy. He tried hard with Financing etc, I’m in retail I get it however being a stage 5 sales clinger isn’t necessary !

Great collection

I must say this is by far to worst Kay Jewelers store in Orlando! The manager is extremely unprofessional and rude. I went in today in order to return an online purchase--turns out I didnt like it in person. Needless to say the sales rep stalled for about 30 minutes and made up every excuse in the book in order to avoid the transaction. Finally, after missing in action or hiding the manage approached and pretended to try to help, she proceeded to act as if she was making a phone call to confirm the purchase was from Kays because I did not have my receipt. Then she told me she did not have time to sit on the phone because I was rude when I called earlier she told me that it was mothers day weekend and she did not have enough staff on the floor; so he could complete the return. First of all I never called the store and didnt speak to her at any time before that incident, second she claimed well you must have a twin out there. I proceeded to tell her that it was not my fault she was short staffed and her job. This lady was beyond rude and from the moment I walked into the store she had already made up her mind not to help me. Now it is my belief that if you are working retail you are there to serve each and every customers need and not just pick and choose. This woman should not be a manager and was extremely rude and a complete struggle to deal with. I strongly dislike this store and will never enter this Kays again!

My engagement ring and band were purchased here through the Kay card and while the jewelry was perfect I do not feel I can give a five star review. One of the things that bothered me was when they found out how much our credit limit was on the Kay card they were trying to pressure me to buy a ring for 10 grand and max the card out even when I said I wanted something simple. Then Hector mentioned Kay gives you a warranty so you can get your ring resized in case you lose weight. I think that could have been worded differently. I work in retail and I know how we are encouraged to upsale but that with the weight comment made me uncomfortable as a customer. Also Hector asked me to give him a review personally which is something that should just happen naturally if you liked the service. This is why Im only giving three stars.

BEWARE! Pressure to buy, for sure! However, my issue was mostly with the Kay credit card and the terms they failed to explain. Because I was pressured to buy, I quickly returned my item a few days later after taking it home and realizing it was not right for me. I had bought another item with my total purchase and therefore had a reason for opening a credit account because they said it was zero interest for 12 months. No brainier, right? Well, when I made the return the zero interest terms reverted to their 24.99% interest (and no one cared to tell you). So what seemed to have been a great buying decision turned into major buyers remorse and several hundred dollars in unnecessary interest payments down the drain. It all could have been avoided if they communicated better. But I guess that how they make their money. If I buy from Kay again it definitely wont be from the Florida Mall location.

Amy is amazing, love coming in to see her. Shes always goes above and beyond for us. Definitely recommend anyone going to ask for her. Thank You again Amy from the overstock family,

Hector was AMAZING!!!!!!! Service was genuine and he put the customer(my husband and I)first...Thank you so much!!! Visit the Florida mall Kay’s and ask for Hector

I got my engagement ring and wedding band here, but a different Kay location. All around surprising good jewelry store.

I purchased my fiances wedding band in september and they said it would only take a week to be sized and engraved and they would call me when the ring was ready. 2 1/2 weeks later I never received a call so I called them. They told me the ring has been ready for 11 days, but I was never informed. On top of that, they never engraved it. So they sent it back out to be engraved (again) and a week later when it should be ready they called me saying the engraving was too long. This should have been discussed 2 weeks prior. Anyhow, we adjusted the engraving and once again they said they will call me when its ready. Another 2 weeks later, I had to call them again because I never received a call. I come to find out they still have not engraved the ring due to the engraving being too long. I told them that was an issue we already handled and now its just frustrating because they obviously havent touched the ring at all and the wedding is only a Week away! Its taking 3 months to get my ring which I have already paid in full, that should have been ready in a week.

Excellent customer service!! Professional and courteous employees. I drive all the way from Kissimmee to this store. What a difference the employees in this store from the one at the loop.

Love the customer service met all our demands and made sure everything was up to our demand . I will always stay with them be of their profesional training . This isn’t a fake post I am CHINO owner of Pain and pleasure tattoo in Kissimmee Florida and I confirm this post.

I would just say anybody planning on buying an engagement or wedding ring do not buy from kays i have had the worst experience of my life with my ring it is really beautiful hubby really picked a beautiful ring but to start off i was sized wrong the first time had to send it in twice to get it sized everytime waited two weeks second time after the two weeks i called the store they never shipped out the ring so when i got it back i assumed they rushed it it was sharp inside cutting into the skin on my finger not only that but in a period six months three diamonds fell out two more weeks each time to get those fixed so start counting how long ive really had this ring on my finger so last time i took it to get the diamond back they lost my ring ordered me a new one had me wait over an hour in store to hand it to me and tried to rush me through the process after one day of getting a ring back a diamond fell out 😐bottom line do not buy from kays !!

Sales staff presented one sale on my ring and the price was different at the end. Although did advise of a an event for unique rings coming up.

I experienced great service here.

Excellent place, you find exclusive pieces, the attention is not normal, but the place is worth it, I recommend it

Very bos