Overall great customer service today, but misled on an coverage concern on a $3k purchase. Beware of being nickel and dimed. I will take future business elsewhere. 😤

I wish that I can give more than 5 stars and I must say that Luliia has 10 stars.She certainly went above and beyond to get me the right ring.

Was very nice. Enjoyed talking with the Lafies there they made you feel at ease while shopping and looking around

Helpful & knowledgeable staff.Very friendly as well.

Bonnie is an amazing salesperson and she is very knowledgeable, she made our experience great and stress free.

I worked with Bonnie and she does a great job! She is incredibly knowledgable and helps you get what you want.

I chose Kay Jewelers at Southtowne mall because I felt safe and confident in their service. They seemed so honest and trustworthy and I didnt even question. I bought a couple rings from them and bought the warranties, which turned out well. So I went back because I felt like that was my place and because my wedding ring needed work on it. While I was paying for the work that needed to be done, the worker told me that because they are doing work on it, if I paid an extra $100, then I could get my ring dipped and shined anytime I want for life. I thought that was worth it so I paid it. 6 months later I come in to get it dipped and they say they dont do that for rings not purchased there and there is nothing they can do for me. I had a long battle with the manager, even though I had the receipt, it didnt matter. The lady I talked to said Im sorry that happened to you, i have heard of it happening in the past. And thats it. They cant help me, they can do the service I paid for, I cant get my money back...what?NOT okay and you have lost my trust in you forever! Others need to be warned that shady things happen here!

They are fast, I’ll give them that. It took them less than a week to get back with our rings (twice), the first person who helped us was very helpful and honest, didn’t try to force us to buy. Unfortunately she doesn’t know how to measure your fingers as I ended up with a ring that was too big (.5 bigger), so they had to reorder the ring after the second one told me that the ring was too loose, she got the measurements just right but she kept on pushing us to buy thing but wasn’t sure about the information she was given. All in all the staff tried to help and they weren’t extremely pushy, but there is obviously a lot of room for improvement ñ.

I was charged way to much for an engagement ring $4000.00 that was supposed to be on sale. The diamond has many flaws in it. It is dull and only worth $750 now. Very dishonest business.

I’m am so so frustrated with these guys. I took my ring in to be repaired and resized in the very very beginning of March. They told me it would be done by April 12th at the very latest. Now I understand that things have been difficult and they were closed for a while due to Covid. BUT I never received a call or email to let me know what was going on or where my jewelry was. Now they are back open and I have tried calling several times to get information on my ring and no answer. THIS IS MY PROPERTY. You cannot just take someone’s ring especially their wedding ring and not take any responsibility to at least call the customer to let them know what’s going on. So long story short I still don’t have my ring and it’s now June..

The sales staff made us feel very pressured. The second we let them know we were interested in a ring, they tried to get us to sign up for some account that they never even explained to us and it seemed like they were trying to do whatever it took to get us to pay them something. I know its theyre job to sale, but they did not do it in a very friendly manner. I had to tell them about five times that i was going to come back and pay for the ring in cash another day and they just couldnt seem to wrap their heads around that. Kinda felt like they were trying to take advantage of me

I went in to buy a small, inexpensive white gold band for my wife. The band cost $109. When she tells me my total she tries to say it cost $170’ish. When I ask why the price increases she said that nothing changed. So I leaned around the counter at computer monitor and looked. Turns out she added in a $54 service plan without asking me. When I asked her about it she said, “oh, you don’t want the service plan?” Did I tell you I want it? No. Especially when the plan cost nearly 50% of the inexpensive little ring I was buying.Is this used-car sales? Who just goes and adds service plans to a purchase without asking? I got the charge removed before paying. But I am curious how many other people do not catch this shady practice, especially on larger purchases.

Great place to shop for engagement rings. Mick, the store manager, is so professional and patient. He took me through the entire collection they had and made sure I got something right within my budget. This is a very good place to check out if you need a great value for your money.

Worse customer service ever. I went to the store with my baby on my arms and the guy who works there didnt offer me to sit. He kept flirting with the lady that works there. When I asked if I was going to get a phone call to let me know when my ring would be ready, he told me he doesnt do that. He said that I needed to go back there in two weeks. He definitely has no interest in keeping customers happy.

What an extremely disappointing experience today. First and last time visiting this location in West Jordan where the employees were unwelcoming and very dismissive. The six rings I brought in ( all purchased from Kay over the last ten years ) were carelessly & unthoroughly inspected/cleaned before I was done giving my account information. Literally 5 minutes. To say the very least, I will not be returning.

Devin was a great to work with. We enjoyed his expertise in helping us pick out just what we wanted in our price range!! Great experience for us!!!

I went in to get a gift for my husband (a wedding band) and wasn’t quiet sure the sizing of his ring, and just earlier Morgan Jewelers offered a re/sizing free of charge, since I wasn’t sure. This sales rep offered to only do so if I purchased the warranty, I thought that wasn’t what I thought I would hear after explaining the competitor offers not to charge the extra fee and informed her of our loyalty to Kay’s for many years! I was also “just” approved at that time for a Kay’s CC, I’ve been in retail sales for many years and figured I would go above and beyond for a commitment like that myself to save the sale as well the company?? The sales rep just referred me to speak with the manager with a cold smile for the inconvenience and left me. But to save the sale and overall experience was a man named Robert. He offered to resize the ring at no charge if it didn’t need to be sent out for resizing. If it was a minute longer to wait, I was about to request a total refund of the purchase and go next door to the competitors. Thank you Robert for saving the sale and our loyalty for further purchases. My recommendation is to always presume the customer is right and to always assist until they are completely happy. Robert the sales rep earns my complete 5 stars! Way to go Robert, I will always be asking for his help when I go and shop for family or myself!!

Mark and Brian were excellent! Helped me find the perfect ring for my wife and were honest with me all the way through. They were really down to earth; I have been to other Kay Jewelers before and have never received service like they gave me. I highly recommend going to this place.

Robert is the absolute best and among the most professional at this location. There were two ladies in there one day very abrupt, rude and acting like I was the crazy one. I’m paying your company money to argue over a balance haha. I don’t want to deal with these people again I would not recommend them at all.

If I could give 0 stars I most definitely would. It has been nothing but stress, frustration, and hell working with this Kay Jewelers. In April my Husband bought my engagement ring and needed it sized down to a 5. Brian, the manager, sent it to get sized and said he would put a custom order in a 5 because he did not think they could get it all the way down to a 5. They got it down to a 5.5 so we went it to try it on and it was too big. Brian then said he would send it back to the warehouse to have them try and take it down again. I told him specifically that the 5.5 was fine and to send it down to the Provo store so I could pick it up and that I wanted him to place a custom order for the 5 because the work done on the ring to get it to a 5.5 looked terrible. He said he would again. For the second time he promised he would put the order in. A few weeks later after Brian lost the 5.5 ring and I had to call repeatedly to find out where it was so I would have a ring on my wedding day. My husbands ring was down so I went up again to the store to pick up his ring and get the 5.5 until the custom ring was done and I asked how the custom 5 was coming and he said he had not put the order in. So weeks later after he had promised twice to put the order in he still had not. So I very plainly expressed I wanted the order put in. He then tried to convince me to accept the 5.5 and when I moved to see if a different Kay Jewelers could make the 5.5 a 5. I said no, I want a custom one like you promised please put the order in. 2 months went by I got married and moved out of the state. Called to check on my ring and low and behold Brian lied a third time and NEVER put the order in. Over 3 months from the 1st time he promised he would put the order in and he still had not. I was furious to say the least. I spoke with another manager who was helpful and promised to put the order in. My husband just got a call last night from Brian saying my custom 5.5 ring was finally done. 5.5 not 5 but they had made it in the EXACT SAME SIZE as the other one and not in the size of my finger. I am so tired of fighting with this company and being lied to by the managers. I love the look of the ring and I have not found it any where else but I never EVER will buy from this Kay again.

We moved from Hawaii and I have been to a lot of different Kay stores for cleaning or inspections. This store has the worst service ever. One of the ladies doesn’t seem friendly at all, I don’t think she should work there. She made me feel unwelcome there. The manger, blonde and short hair lady,is nice tho. I like her but no the other one.

Came in with a customer service issue. Was promptly greeted and helped. Staff went above and beyond to help me get the info I needed.

Just got off the phone with Annie about my wifes ring that broke on the bottom side. We purchased are wedding bands from Zales which is affiliated with them and no longer in Utah. she told me that the systems are not integrated yet and to just get are paperwork from Zales and come on in. Hoping it goes as smooth as it sounded. Will update.

Come in and see annie she is amazing and very helpful! Will definitely be back

Ive been a Kay shopper for over 10 years. Matter of fact, All my jewelry is from Kays. Additionally, I was an employee However, this location is not a good one. The manager didnt make me feel confident about my potential trade in. I sensed a pushy negative energy. And I also dropped off my citizen watch for an estimate because it stopped working. Got back the estimate for the same price I purchased it for and ended up putting my watch under light for 3 days and behold, it works ! Not the most honest jeweler or repair shop their using either. Not a great location, not what Im used to

Annie at the Southtown mall store was fantastic to work with! Well be back

Do not use this company. They will get any work you ask them to do wrong and lie to you about when it will be done. They are incompetent and not to be trusted with such important peices of jewelry. Again go somewhere else. Do not go here. They do not care about you at all, not the tiniest littlest bit.

I took my ring in to have it resized, had to pay up front, they said 10 days. 10 days later, they call and say, sorry, we couldnt resize it because it didnt have a real diamond. How did they not know that before they took my ring for 10 days and my money??? Very frustrating. And what a stupid policy. Wont work on your ring unless it has a real diamond... Cool, makes sense...

Original review on the West Valley Utah store, also copied to South Towne in Sandy, UT and Fashion Place Mall store due to updates below.I am of frustration that I would not do business with Kay again. Too many issues and too much of a fight.Full story with updates below. The district manager in training Kelsey at Fashion Place made the previous situation right for us but ultimately its just too much to do business with them again.In December of 2016 I bought a LeVian strawberry gold, morganite, chocolate diamond and vanilla diamond ring for $2200 (retail price is $2475) to replace my ceramic wedding band. I was told I could trade this in down the road. However, after 6 months of ruling out other issues, I discovered I was allergic to the copper in the rose (strawberry) gold ring. Kay would not allow a trade in aside from the diamond value of about $300. $300 would not replace my ring by any means. The company still sells the ring and I believe it would have been fair to offer even the sale value of the ring toward a trade in.Do not buy jewelry without a center diamond stone from Kay or you will not get anywhere near the value of your ring back if you need or want to trade this in at some point. I am left with a wedding ring that I cannot wear.Update 1/13/2018:Went into the South Towne store to have my husbands ring resized - we bought the jewelry replacement plan which will replace his ring since they cant resize it. The South Towne store told us we couldnt only do this once. The plan terms and conditions do not list only one resize and yet the store would not honor it. As you can imagine, Im highly frustrated with Kay, yet again.I just picked up my ring from the Fashion Place site last week after having it sized smaller and it was a very poor job, uneven in the sides and a dent looking shape on the other.Update 6/29:On 6/8/2017, the Orem, UT store manager made an exception and allowed me to exchange to another LeVian ring ... if I spent $500 or more extra, which I did. I found a pretty black and white diamond band in white gold that I really liked. Later that night, I found out one of the smaller diamonds was missing so I took it to the store closer to my husbands work, South Towne Mall in Sandy, UT, to have it repaired. Yesterday, 6/28, my husband picked up the ring on his way home. The repair was shoddy work - you can tell on the edge of the band where they tried to pull the gold from the band - its a little sharp AND they left a deep scratch further down the side of the band AND another diamond is missing (different place). Did they just take the diamond from another place and hope I wouldnt notice or is the ring that cheap in quality?Im going back tonight in hopes to exchange to a non-LeVian ring. Ill update later.6/29 - South Towne Mall - they were nice and helpful but ultimately suggested I go to the Fashion Place store to speak with the district manager.6/30 - Fashion Place Mall - I worked with Kelsey and she was amazing. I did end up spending an extra $700 (above and beyond the $600 from the last trip) but I got a much better ring due to their 25% off bridal sale. Thank you Kelsey - your assistance has changed this review.

What a horrible experience this was. I took my husbands ring in December 6th the guy told me that they would have it fixed by the 10th. I then went in on the 12th since I had not heard anything to then find out it wouldnt be ready til the 19th. By this point I am already frustrated I just wanted my husbands ring by Christmas. I then wait til the 20th and call since I heard nothing. A lady said oh Ill call and check she didnt call me back for two days called me back to tell me sorry it wont be ready until the 29th. I was like you have to be kidding I just wanted the Damn ring fixed before Christmas. Well then I call on the 29th and its still not done. I finally get a call January 5th saying it was done. At this point Im beyond pissed. I go to pick it up take it and leave. Then they call me and say I owe 50 dollars are you kidding me right now. I tell the lady and she could tell I was pissed I would pay over the phone and they said no. This is the worst customer service ever. If I could give them zero stars I would. Never returning or buying anything from them again.

My husband and I bought Bolova watches from Kay and they both broke. My links came apart and thank god the watch fell off in my house and not at the grocery store where we had just been. Then it happened again. My husband had to take pins out of my extra links and fix it himself. Then his watch, he only wore it twice and it stopped working and then the little knob fell off. Then we didnt get our bill and they have collections calling and the store wont take payments from us. What a joke!

Always friendly service served with a smile.

I visit here quite often. my first visit (Janae and randy helped us) was with my boyfriend and we bought promise rings or each other. i got a white sapphire ring with gold and rose gold accents. while my boyfriend had gotten a grey camo wedding band. both were well within our price range and we were both very happy. however my ring, a stone had come lose roughly 2 months after purchase but it was n o big deal because we got it sent out to be fixed and got in back within 2 weeks. after buying that ring i had decided to buy another white sapphire ring which Janae also helped me with that ended up trading (not because anything was wrong with the ring, i just preferred the necklace) for a necklace to match my original ring . Everytime i go in i request Janae because she really is great and i feel like she has personally taken the time to get to know me. I highly recommend her and i have never had an issue with this store. I will be returning here often and i plan to soon buy the bracelet to match the necklace and again i will request Janae

I got a ring from Kays and it has broken at least 4 times and I send it in to get it fixed then about 2 weeks later it brakes again. Im very unhappy with my experience there. I will be getting my jewelry else wear.

Poor service. Not helpful. Rude staff.

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