Great local Jeweler. Helpful gentleman.

5 STAR SERVICE! During these unprecedented times, the customer service experience is the decision maker. After calling several competitors on a Saturday evening, that unbeknownst to me were all closing early due to recent events, I reached a delightful and inviting voice on the other end of the phone from Kay Jewelers that belong to a representative named Fiona. She gracefully and patiently answered my questions and invited me to come to the store the next day where Sharon could help me find exactly what I was looking for. Though it only took a few minutes, it was more than the other companies could spare. The next day I walked in with my lady Liana and was greeted by Sharon who was expecting me. From then on, Sharon diligently worked her magic to find us the perfect way to express this very important moment in what will be the rest of our lives. Professionalism is a craft and Sharon has mastered each element of it in the Diamond industry. If you are looking for the experts, PLEASE LOOK NO FURTHER than the friendly staff of Kay Jewelers of Winter Garden.

Raymond helped us out today & we had an awesome experience !! Spent two hours here finding the perfect ring and it flew by !

Worst customer service here. They treat you horrible and are not helpful humble or kind to customers. Super disappointed in the service. Have gone to other locations and never had issues before. Rude sales people Kays really needs to train the people working in this location. They treat you different if you buy a piece as if you go get a repair. I spend thousand of dollars on my rings so why shouldn’t they offer proper service for repairs and fair treatment?

Worst customer service here. A young lady that worked their clearly ignored me and wasnt helpful. I was super disappointed with service. And wont go back to this location.

Just had my a ring resized here, so nothing crazy, but I just wanted to express how great of service I had from Raymond. A very genuine guy and would make me want to go back to him in the future if I were to look to buy anything.

Although ive had issues at this location in the past and not many choices unless I drive a bit the last few times we gave come in for checks the service was good.

We always shop here for major jewelry purchases and we are never disappointed. Great customer service, great selection and we alwaysseem to catch a really good deal on whatever we are looking for. Great quality products and good warranty plans.

So yesterday I went to go pick up my jewelry that I purchased from this location last week and after being at the door for at least 10 minutes or more before being assisted, I was told I needed to cover my nose with my face mask after I told him I was here to pick up my jewelry. Now let’s rewind to when I was purchasing jewelry a week ago. I was at this same location with a mask on wearing it without covering my nose, so I’m sure because I was making a purchase it wasn’t an issue then or at least I wasn’t told to cover my nose. The issue isn’t being asked to cover my nose, my issue is the inconsistency at this location. I’m claustrophobic and this exact man wasnt assisting me with my purchase the first time around but was holding a conversation with me which he clearly seen my nose wasn’t covered. So why wasn’t the issue of my face mask addressed then!? This man literally had me wait outside the door yesterday for my jewelry when I already had been waiting 10 min or more to be helped at the door inside. Why make me wait if you looked right at me when I walked in!? I also wanted to not only pick up my jewelry but to purchase another ring for well over $1500 and didn’t because I couldn’t cover my nose. Luckily I loved my jewelry enough to keep it but it my husband was with me he would have never even took the jewelry but instead asked for a refund. Moral of this experience is that I understand the importance of wearing a mask but unfortunately due to being claustrophobic I don’t cover my nose because I feel as if I can’t breath. So if that’s a policy then why wasn’t anything said when I was there the first time purchasing jewelry and wearing my mask but without covering my nose!? I would have understood then during the first visit and left to another location if it was addressed which is wasn’t. So I called today to speak to the store manager who happens to be Feona and her exact words were “Well I felt as if Eric handled the situation very well, He actually went beyond to assist you. What a joke that was! Yeh dealing with me outside was very unprofessional in my opinion and he should have given other options instead of telling me I needed to wait outside like shipping my jewelry maybe. If only I can upload the picture and video I took of this man to show you exactly how I was handled outside the door when picking up my jewelry. Then to find out that the store manager was there with him and didn’t even involve herself for a better alternative as in maybe shipping my merchandise. I have a 5k credit card with Kay’s and I will never spend money at this location again because of this experience. Not only was it embarrassing but it wasn’t dealt with correctly. Your staff need to do better and keep that same energy daily not just when it’s convenient for them or when they wanna make a sell. Also educate Ms Sharon that by law you cannot make anyone wear a mask but you can tell them if you can’t comply then I’ll need you to leave the building. Telling me I have to isn’t gonna work for anyone I’m sure! It’s all about how you say things people.. Worse experience ever!

I travel 30 minutes farther to go to this Kays because they are very friendly and professional.

Just awful. I piece I was interested in was unavailable for purchase online, a clearance item, so I called this store and they were happy to have it brought to the store for me. Was ensured the price would be honored, “once an item goes on clearance it doesn’t change” and they would call me upon arrival. About a month later they called me and I arrived 3 days after that to try on the item and purchase. When I asked about the price they acted like I was insane because the price had gone up over 1,000 and even though I had a screen shot showing them the clearance price it was when I ordered it to their store they laughed because “Oh that was a Christmas special” “our prices change” but yet it was my fault? First off, don’t lie to a customer and 2nd, be consistent. If I ordered something at a certain price, honor that.

This is the best place to go to. Waterford lakes needs to learn from these beautiful and kind ppl. When I called them they was so polite. I haved my jewelry cleaned and a item needed to get fix. Yet again they was so helpful... I will drive 30 mins for these kind and polite ppl. Thank yo .

Fiona and Pam helped us get the ring set we wanted and in our price range. We actually got more ring for less with the promotions they had (Thanks to Fiona). We felt welcomed and very comfortable with the service we received. Pam and Fiona were both genuine and answered our questions. This was by far the best experience we’ve had in a jewelry store because we didn’t feel pressured or hounded. I’d recommend Kay Jewelers to my friends and family.

The absolute worst experience ever. I brought in a family heirloom precious stone to have mounted into a necklace that I asked them to make for me and have ready by mother’s day. After agreeing to do so they then offered to open a credit card with 0% interest rate as well. I followed their advice and did so. Long story short, I came in on mother’s day to pick up my item...they have no idea where it is. Then they tel me it will be two weeks late...then two MORE weeks late...then I come in again to find out that it STILL is not ready and they have no idea why or when it will be!! They finally call and tell me it will be ready on Friday, (this is about 4 or 5 months late) so I come in on Friday to pick it up...TO FIND OUT IT HAD BEEN “LOST IN THE MAIL!!!”Now they end up having to replace it and I cancel the whole order. Ridiculous not to mention ruining the holiday for us and loosing our family stone.Oh, and then they ruined my credit by not submitting my info correctly on the credit card, never sending me a bill and charging it from day 1! So now my family stone has been replaced and my credit ruined because this place has no idea what they are doing. I tried disputing the credit with them and all they can say is sorry, we can’t help you because it’s been more than 90 days!!Beware! Don’t let them do this to you

We almost didnt come here because we saw that it had not so stellar reviews but im glad we did. We had a great experience. I brought in an heirloom engagement ring and asked for the price to restore, clean and fix the prongs. The sales folks were both so great. The price they quoted us was $100 less than another local shop. They were also very up front about what could and could not be done with another heirloom ring. They had great ideas how to customize and find a matching wedding band to a ring that was 80 years old. They made sure to insure the ring which is something the other shop also did not do in case anything happens while its being repaired.

I came in with my husband to just look around for a necklace. Max approaches us while I was window shopping. He showed me great options, was patient and ended up actually purchasing the necklace that he helped us find. He also made a wishlist for us which then my husband came back in and bought me for mother’s day. I loved The jewelry that he got from this Kay store. I also thank the work max put in to show us everything or else I don’t think we would have even bought 1 thing let alone multiple items

The store offered service support on an item I purchased that had a problem. The store representative quickly offered to have the problem fixed. No hassle just quick responsive customer service. This is why I shop at this jewelry chain - friendly service after the sale.

Was not happy the way the male customer service rep (CSR), who was working with me was being treated by the female CSR’s. The store was in transition for rearrangements. So, the piece I was looking for was not in its normal spot. My CSR asked for assistance on where this piece might be located. Both female CSR’s point in a general direction really providing no assistance whatsoever.We both looked at each other. I told him to just take his time looking for it. Eventually, we found the piece and I made the purchase.I called the store manager later on to express my dismay at the lack of customer service from the other agents. Peoples attitudes are horrible sometimes and it was on full display with the two female CSR’s

Resonable prices and a nice selection of jewelry and watches.Fiona has always been my salesperson. She is very helpful when you need advice/recommendations. I would suggest being on their mailing list. I often receive discount cards and notifications of special offers.

By far one of the best experiences I’ve had at Kay. Everyone is always so nice and pleasant to deal with but the one who really stood out was Max on our last visit. My dad needed his wedding band resized and Max was beyond friendly and helpful. He made the experience better than the last and we will always do business here for now on. He was on top of things, got things handled quickly and efficiently and was very nice and courteous. He also helped us to look at some new jewelry. We told him what we were looking for and he knew exactly what to show us, to find us the perfect piece. The manager Fiona was incredibly pleasant to deal with as well. Thank you again sooo much for all your help on our visit. We can not wait to come back. If you come to this store, ask for Max!!!!

If you are look for honesty and a prompt service, I don’t recommend anyone going to this location in Winter Garden. It’s unfortunate for me because I live so close but I rather drive downtown for any services. They’re a week behind on their promised complete date and when you call, they all say in two more days. When you have incompetent staff and service department, you get delay with no communication. I will never come back to this location in Winter Garden!

Max and Priscilla were GREAT and made my shopping experience as MEMORABLE as the the jewelry was for my family - thanks!

Awesome, knowledgeable, and easy to work with consultants; and jewelry to accommodate a variety of tastes and budgets.

My husband and I had a wonderful experience with Amy and others when we purchased my wedding band. We have made other purchases at that location and received the same wonderful service. We initially went to the West Oaks Mall store and the service was terrible. The Winter Garden Village location is our store for as long as we reside in Central Florida.

A visit to this location is like walking into a family oriented establishment, thats how youre treated like family everytime you enter that store.I would absolutely recommend this store to my family and friends with no reservations at all!!!Mike.

My girlfriend and U ordered engagement rings and they were really great about getting the rings perfect for us.

My husband and I visited Kays on Valentines day.He and I purchased our wedding ring from Kay 10 year ago and thought it would be a fun experience to look at rings and possibly upgrade our rings. The supervisor on staff took my husbands ring to give us a price for an upgrade to say the least she returned with condecending remarks of how his ring was not worth anything. I left feeling belittled by her remarks and her poor customer service.

Most of the staff is extremely sweet and helpful, however, the manager was EXTREMELY rude when I went in to return a pair of earrings that wouldnt stay clasped. I called in later to ask to speak to a manger about the way I was treated and was hung up on three different times. I had to bring a another item I purchased back in a few days later to have a stone replaced and she acted like a 12 year old laughing and giggling with a friend in the corner. Completely unprofessional, unacceptable and just flat out rude. Especially for someone who is in not only in customer service but the manager of the establishment. Will do my best to avoid this store from now, strictly because of her.

This was quite frankly the worst experience I’ve ever had in a store. I went to the KayJewelers on Daniels Drive in Winter Garden. My husband wanted to treat me to a pair of diamond earrings for Valentine’s Day. Upon entering there were three sales people up front that literally looked the other way when we walked in. I chalked it up to them being “busy” and waited. I walked around for a bit while my husband waited at the front of the store. Absolutely no one, not any of the sales associated so much as even said hello. My husband looked at me and said “come on hun, let’s go” and we did just that. On the way out i politely let the workers know they just lost out on a big sale due to their complete disrespect and disregard. I will never give this location my time again.

I am extremely upset with the service provided by this location. To start off when I called a associate by the name Aroura answered the phone and gave off a very passive aggressive attitude. I have never purchased from Kay before so I had specific questions I needed answered. As I asked questions this young lady would cut me off before finishing my question to answer it. To one of the questions she did not listen completely I repeated and she said “well you never even asked that” and at that point I just asked for a manager. I then Spoke with the manager Geniva I believe her name was and she assisted me with all my questions. Unfortunately she gave me all incorrect answers. So I purchased a ring online she said it was resizable after looking at a different one and being told it could not be resized I chose that one. Well I got notification it arrived today I just stopped in and no one said hello because they were both busy with other customers(but stopped to turn around and see who walked in). So I waited about 6-8 minutes finally it was my turn and the young woman who helped me By the name Fiona told me that the ring I ordered could not be resized. But she could send it and SEE if it was possible to resize but it would take a week at least. Honestly my whole reason for the 2 stars is because they are sloppy and give customers false information. And now I have to wait 60 days for a refund.

Max is amazing go see him

Fine print for coupons and sales, or lack there of in fine print. Additional stipulations not written in FinePrint are a fantastic thing apparently I will not be returning. One with Amazon instead or something very similar didnt come in for something specific.

Online hours states open till 9:00 pm, hours on door states open till 9:00 pm, its 8:00 pm and youre closed?!?! Whats up with that? Wasted trip, will not be back.

Pleasant when they know your going to purchase something or have already spent money here. Had to resize my ring and it took them days longer to get it back to me then the promised date.

My husband and I were going to the altamonte springs location. However every time we went there they never told us when our jewelry had to be inspected, had terrible customer service even from the manager they were absolutely horrible. So we decided that we would try the one in winter garden defiantly further for us but well worth the drive. Deana and Pam are the sweetest ladies and took care of us exceptionally well. However the gentleman with glasses who works at that location wasnt a very nice smiling face when we came to pick up my rings from being serviced, but we went right from him to Pam thank goodness I didnt want to have to find another location. Im so pleased with this location and will defiantly be back to purchase in the future and will call ahead to make sure Pam or Deana are available, and are in the store before we head over. Thank you ladies! I hope I spelled Deana correctly if not I do apologize. :)

The staff is very rude! They didn’t give us the time of day when we entered! After waiting for 5 min... someone from the back come walking up smelling like smoke and says, “what do you need?” No hi, or how can I help you. VERY RUDE. I will not be back!Also, the inside of the stores floor was very dirty! Looks like they haven’t cleaned the floor in awhile.

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Employees are definitely not trained in customer service.

My son went here during the holidays to shop for his girlfriend. He did go in a shortly before closing time and was working with a sales associate. Then a buzzer went off the associate closed down her computer and bluntley told my son you have to leave we are closed After he told me this I called the next day and spoke to the manager Fiona. She said they allowed my son to come in at closing since they had another customer in the store that was actually making a purchase.. UNTRUE with her timing.. We dropped our son at the door and drove around the shopping center and decided on eating at Panera, If this was the case my Panera Bread receipt would not have stated I ordered at 8:47pm. I told her I did not have a problem with their policy of no one in the store at closing but that they could have explained their policy to him and gave their holiday hours for him to come back or even offered for him to browse the website and come back to the store to see in person or order from them. I feel my son was discriminated against due to his age as well as treated rudely. Would they have told him this if he was making a purchase at closing? This is a young man that would have had years of dedication at their store in the near future but not now. The customer service here is lacking and to top it off I called home office they apologized but no one seemed to concerned to call me back. Our business will never be with this company or their affiliates.

Very helpful

Best service around. We checked around several places.

Tried calling right before they close and they let it go to voicemail, got an email super late that my item was ready for pick up even though I called this morning and the rude lady said that it wouldnt be ready till tomorrow. Worst customer service ever! At least answer the phone while you are still open!!

The store employee helped us out big time

Friendly nice jewerly

Great

Fantastic

DO NOT disregard the negative reviews, they are accurate of the experience and lack of service you will receive.I had a negative experience here and, just like all of the other reviews, can attest to the lack of service from their management. Fiona has yet to call me back still to this day, weeks after several calls requesting a simple call back.Jamal bold faced lied to me about financing terms and then when I asked to speak with the manager after discovering his lie, he called back and started to recant a story that was completely fabricated.Trust me on this, STAY FAR AWAY from these CON ARTISTS.