Bait and switch. They get you in with great deals but items not in stock so they offer other more expensive items. Had watch in cart, provided all personal information including credit card...only then do they tell me its not in stock! How about the same watch in a different color for twice as much? Avoid Kay Jewelers

Ricky is the best! She went above and beyond to help us and eased my worries when I found out the company who makes my rings went out of business. She called multiple stores nationwide and found my ring in a close enough size to be able to go up just a little and got everything sorted for us in no time.

Horrible experience !!! My husband purchased an anniversary band for me in the beginning of July. We took it to be sized. They told us September 5th it would be ready because they had to order an entire different ring. They said it was ready, went to pick it up and the original ring never left the store… The lady had the audacity to say that it took so long because my finger was so small. Now, they are saying November !!!! Four months to size a ring !!!!

What an amazing experience! I went to Kays to have my custom ring redone. Initially my custom was made at The Jewelry Shop in Greencastle but it fell apart (lost a stone) within a year and was told the reason I lost was stone was because I wore the ring everyday!!!!!!!! So I went to Kays. They made me the custom ring with much more prongs and better quality. And a wonderful warranty. The staff there is awesome!! What a great experience!!! I am one happy customer. My consultant was Jenna Barch, but the whole staff there is life family. You cant go wrong by shopping there. Thanks, Kays in Hagerstown, MD!!

Still one of the best jewelry stores

The staff are all very friendly. We purchased a beautiful 1ct solitaire from them with a gorgeous enhancer. The clarity of the diamond is absolutely amazing. Everyone compliments it! Was very much worth the money.

I was extremely unimpressed with the service here. My fiancé and I went to look for wedding bands. When we were helped by a lady and told her what I wanted for my band she said, “oh you don’t want to do that. How old are you?...yeah when I was your age that was in too but that will go out of style and you won’t want that anymore.” She was condescending and rude. She wouldn’t do what I asked and treated me like I was 18 or something and couldn’t possibly know what I want for my wedding band. So we left and went across the mall to Reed’s instead. They did exactly what we asked and we bought from them.

Great staff, beautiful jewelry, good prices

I had an 11:30 appt today to have jewelry cleaned and no one ever showed up to open the store. I waited and hour and no one ever showed. Other people were there to pick up repaired jewelry and customers wanting to make purchases. They never did open the store.

My experience at Kays today was very good.

Women very friendly! Didnt buy anything as, didnt have what I wanted in store. Would have to order on line. Dont like buying jewelry on line!

Not only management, but the workers at this location are absolutely professional and awesome. They truly try and do everything to work with your circumstances. The quality of the jewelry is amazing, I would not buy jewelry anywhere else.

The sales associate was awesome and very friendly

I waited for over 45 minutes at the Hagerstown Valley Mall store waiting to buy a watch. There were only 3 sales associates. Two of the women were on the computer for over 30 minutes leaving the male to handle the crowd. I was NOT the only who got fed up and left and did business with your competition.

We have nothing but high regard to Robin the Assistant Manager. Robin will go above and beyond for helping every customer. She always has a smile for each and every person she comes in contact with. If you are in need of any jewelry please see Robin she is wonderful!

Kay Jewelers is a joke. They dont value customers or customer service. The rings are of EXTREMELY low quality and if you ever get something sent away good luck getting it back in one piece. Thank God my purchase wasnt that expensive. I gave it away and an never going again!

My husband and I purchased our wedding bands here almost 5 years ago and I go in every six months for an inspection for my ring. I have not had one good experience here. They have HORRIBLE customer service. I will never buy anything here again and I will recommend to everyone I know to not shop here. I feel invisible when I go in and I end up waiting for quite a while since the employees seem too preoccupied talking to each other or whatever it is they are doing. The least they could do it acknowledge each customer even if they are busy. By the time I can get someone to help me they are not very polite. They dont smile. Im not sure how they expect to get returning customers. Another overall problem with Kays is that you have to have your paperwork to get the inspection validated. Considering what century we are living in I would think keeping the information on their computers system without requiring paperwork each and every inspection would be pretty basic stuff. Overall I would recommend shopping anywhere else but Kays.

Ive shopped at Kay Jewelers for more than 25 years. They provide top quality products and service. I love the people. Stay true to who you are!!!

Samantha at the Hagerstown mall branch is a genius! Very helpful and courteous and I got exactly what I wanted. A+ Thank you!!!

Frank is by far the best salesman at Kays! We highly recommend him. Always a fun pleasure doing business with him. Thank you for all you do Frank 😊

MUCH BETTER THAN THE PREMIUM OUTLETS. After my experience at the outlets, I was giving up on Kay, because the individuals there were just awful, however the staff here are so polite, full of smiles, dress so much classier, and are very well trained. Love Frank!

Not very honest, the wait is ridiculously long and they don’t have enough staff working sometimes. I try to avoid coming here and I always go to the one in Martinsburg. I recommend them over the mall. The manager tried talking my husband into getting a warranty for my Le Vian watch that didn’t exist..just worried about commission and their pay checks.

My fiance purchased my engagement ring from Kay. It is beautiful, however my first disappointment was prior to taking my ring in to get it sized I noticed in the receipt that there was absolutely no description of my diamond. So I was a little hesitant giving it back to them to send away to be sized. How do you know or prove if they switch out the original diamonds if you dont even have a description? So I called prior to dropping it off and asked for a description along with the cost that I might add to my homeowners policy. I asked if it could be ready when I dropped it off and was told yes. I took it in and they did not have the description and there was no one there that was able to do it. Hesitantly I left it with them anyway and asked that they would have the description ready when my ring was ready for pickup. It took 2 weeks to get it back and again no description with it and the manager who handles that was not in. 3 weeks later my diamond fell out most likely from the sizing. I called them to let them know I would be in the next day and asked again about a descriptive write up to give to my homeowners. Got to the store to drop it off and Nothing! Trying to be understanding I hand my ring over and I am advised it will be 2 months to fix it? 2 months? So in a 3 1/2 month span, I will have had my ring for less than a month. Then the sales rep took my ring to the microscope and said everything else looks good and follows with the date it was purchased and that the warranty will only cover it if I follow inspection with a tone like I did something wrong. At this point I shared my disappointment and they had me wait while someone finally took less than 5 minutes to write up a description of my ring with the value. 5 minutes, but yet it took how many request. Oh and the 2 month wait is policy I was advised. I would strongly recommend to any business that has a disappointed customer to refrain from using the term policy. I advised we regret our purchase with Kay jewelers at this point and will NOT be purchasing our wedding bands there. I like to sleep on things do it took me 4 days to decide to give a review. I do not like to do things in haste, but now you can decide for yourself if this helps you decide where to purchase your jewelry.

Absolutely love the manager & all the staff here!! Amazing customer service every time I stop by even if its just to have my ring cleaned. I think I have found my jewelers for life!

I would love to say thank you to Robin... she is the best. Between her and Frank I have had the best experience EVER and a beautiful wedding set that i could have never dreamed of having.

Frank the managers is always AWESOME to work and is very well versed in all of his inventory. My wife and I purchased our wedding set with him, we always receive compliments and recommend this store to everyone!!! Great prices and BEAUTIFUL diamonds and gems

We just stopped in to look at a few things and the statement this just happened well it did and we are very happy with this Jewelry store. Please visit anyone of the establishments as soon as you are able.

My main go to for jewelry for the misses. I have been a regular for close to 15 years now. Excellent service and pricing with no pressure.

I will never buy from here again. They lied and comviced me to apply for a credit card when o had the money to pay for it. They convinced me saying it would be 0% interest while they were very adamant about me not putting any money down saying i didnt need to. But all along you had to put 20% down to get the 0% intrest on the card. So they lied, cheated, and scammed me so i was getting robbed for intrest for montgs before i seen it and went in and paid off the whole balance. As far as im concerned they stole from me i will never buy anything from them again

I bought an engagement ring at the valley mall location May of 2016. From May to dec of 2016 it was sent back 3 times due to diamonds falling out. January 2017 rolls around and they fell out AGAIN! They refused me a refund each time. So I finally agree to have a new ring made. They promised me it would take 3 weeks or less. SIX WEEKS LATER I call them to see why I havent received a phone call about my ring. So they look for the ring and ITS AT THE STORE IN THE WRONG SIZE!! After everything they deny me a refund again!! I call customer service and they wont do anything for me but get me a new ring. Im so sick of this place, and I will NEVER buy another piece of jewelry from Kays again. Now Im stuck with having to wait for this ring again!!! Ive never experienced such awful customer service!

I LOVE KAY JEWELERS, ITS COOL, THE JEWELERY DAD BOUGHT FOR MOMMA, WAS Just 7$, Awesome Staff. LOL.12/7/17

My husband had bought me a few pieces of silver jewelry there years ago with no issues. Then for Mothers Day 2016, he bought me one of their Ever Us rings. It had 2 diamonds with a white gold band and 2 rose gold swirls above and below the diamonds. In February 2018, one of the rose gold pieces came off. I took it to the store and waited 2 weeks for the repair to be completed. I was disappointed when the ring came back with the rose gold pieces being very uneven and off-balanced. It looked awful and I was really surprised this repair was considered acceptable. I took the ring back and was offered a replacement (but the ring had been discontinued because of the rose gold pieces falling off of the rings) or I could choose a different ring. Rather than take the chance and be stressed about the ring coming apart again, I opted to choose a different ring (at an extra $500). It took 2 weeks to come to the store (although ordering on-line takes only a few days to arrive to your home). The ring was a Levian ring with chocolate diamonds. I was disappointed the color of the diamonds look more of a champagne (cream) color rather than a brown color. I was also disappointed that since Kay resized the ring, the Levian inscription and the 14K inscription were both removed from the ring. I was told they could send it back to Kay to have the 14K stamped back in it - something that should have been done when resized anyway - with another 2 week waiting period. And to have the Levian inscription put back in it would require that it be sent to Levian - another 2 week waiting period. And the Certificate of Authenticity that I thought I would get WITH the ring apparently will eventually (maybe 3 months) come from Levian. Then to top it all off, two weeks after getting the ring, one of the tiny diamonds on the band fell off. I would have been better off taking another of the Ever Us rings - at least it lasted more than 2 weeks and wouldnt have cost me an extra $500. I took it back to the store in the hope of exchanging it for something different that wasnt so fragile. I chose a ring I liked, but it was less expensive. Well, according to the manager, because the exchange was for an old ring (that was discontinued because of what happened to mine and had a warranty on it), they were unable to refund the additional $500 the new ring cost. I had to spend the entire amount (an extra $700) for them to be able to process the order. So I either had to get a ring I didnt like as well or get the one I wanted and waste $700 on things I didnt want. I got tired of arguing and just said to get me a new ring of the same (but they will order it direct from Levian this time instead of having Kay resizing it - which I would have thought they would have done for any new ring purchase, but I guess not). So here I am with a $500 bill from Kay, a broken ring and a promise I will (who knows when) get a new one that might last more than 2 weeks. Will never ever shop there again.UPDATE: Six weeks later, I finally called corporate and filed a report. Coincidentally, my ring arrived at the store the very next day. We went to pick it up and instead of pulling it from the customer orders, they pulled one out of the Levian case. I knew as soon as I put it on (and this was confirmed by another jeweler) that it was a stock size 7 rather than the 7.5 they were SUPPOSED to have ordered. Oh and SIX MONTHS LATER, still no certificate of authenticity. And the 12 months with no interest we were quoted? Not happening! We are being charged interest. I dont even care anymore. I just hope to never have to step foot in any Kay Jewelers again - ever.

Dina is an amazing consultant and was very helpful!

Worst product.. The lady didnt capitalize the first letter on our names, there were scratches on them too..

Once I chose a ring, the unprofessional sales rep tried to up sell me to something else that i didnt want. Almost force fully

Great selection, nice jewelry, wonderful service!

Great place to shop for diamonds.

We really like Frank

Unprofessional staff. Wasnt a manager, I shouldve asked for one though. Wont go back to this location.

Frank is the best!!