This store is normally friendly and timely with repairs. My issue is their posted hours. I understand we are in a pandemic. Please update your store hours on your website to reflect when you are open.I went to pick up jewelry this evening at 7:25 pm- only to see emplyees dropping the roll down doors and closing up. The website says they close at 8pm.

My husband and I went to Kays to buy a new ring. I let the jeweler know exactly what I was looking for. But he seemed to be in training, so another gentleman stood beside him. He took out a ring, to look at the price, but did not show me the ring, nor let me look at it. At that point a woman comes over asking if I would like to start a wish list and an account. I said no she asked me again 3 times, and I said no. No one make a move to show me what they had to offer. I can only assume they were incompetent and possibly prejudice.

I love waiting the sales they offer, I always wait for my coupon in the mail.

This store DOES NOT sell Pandora Jewelry. Truly a waste of time going there. They need to edit their website info. The clerk at Kay sent me to Jared stating they had a large selection. Well, they dont sell it in the store either. So, they dont communicate. EDIT YOUR INFO!!!!!!

Very good customer service 👏

Great customer service .

Wonderful expereince,pleasent atmosphere with very willing customer service.

PEOPLE, IGNORE ALL THIS OTHER REVIEWS.You will never find another store that cares about you more than your money. They are loving, caring and super knowledgeable. I’m so lucky to purchase from here. You will not only buy an amazing piece with a great price but you will make a friend for life.

By far the worst store in the 757. Poor customer service, lack of product knowledge.

This location lacks customer service. Rude employees every time.

My fiancee and I just shopped for our wedding rings, and the service was incredible! Being a lesbian couple we were a little shy about asking for two womens wedding bands, but the salesman didnt bat an eye. He took us directly over to the wedding bands, helped us find our sizes, and the first rings he pulled out were exactly what we were looking for. The price was great and we will treasure our rings for life! Truly a great experience and I will continue to shop there.

Wish I could give a 0. Have gone to Kays for over 10 years to have my ring sent away for cleaning. Never an issue. Most recently, the store manager not only was extremely rude, she took well over an hour and a half to get my information. I had two of my kids with me. She asked for paperwork, proof of me sending my ring off for the past 10 years! WHAT! Never ever have they asked this. She also asked the NAME of the associates who I have dealt over the years. Again, WHAT. How would anyone remember this. She whispered behind her breath, smirked, and laughed as I was getting more and more frustrated at her having to figure out what to do with my ring. I wouldnt even expect that from an employee let alone the store manager. She claimed they have a new system and it takes longer. Well, I ended up going to the Outlet store to get my ring cleaned the other day (even though the Pembroke store is way closer) and it was a 5 minute easy as pie process (as it usually is). Anyway, not surprised to see the negative reviews on here.. I am most definitely contacting corporate, which is really something I never ever have had to do with any retailer in my life. Long story short, this store is awful.

I purchases a Movado Bold watch 4/30/2017, being that I have a certain bank there is a limit that I can use on my card. This particular day I had almost reached the limit. The purchase was in total 355.95, I took out 300.00 cash, and put the rest on my debit card. The receipt gave information about what you could and could not do in order to return. I went on my lunch break today 05/08/2017 to return the watch because the person did not like it. What the store failed to do was tell the complete return policy. There were only two people in the store, which means I had to wait 20 minutes to even speak to someone. I tell them the situation with the watch, attempted to return it in its original state. The customer service representative took it to her manager to make sure it was okay for return, which it was. After about 5 more minutes the representative tells me that they cant fully return my money due to the fact that they did not get 300.00 in cash that day, so I could either drive to another store or wait 10-12 business days for corporate to send me a check. We then go speak with the manager about the matter and she says the exact same thing. I then ask why this information was not stated when I made the purchase. The manager who was there when I made the purchase then says that she will talk to him about it when he comes in (the original rep who made the transaction). I then asked why she did not say anything because she was there when I made the purchase, she said well his name is on it not mine so I have nothing to do with that. That was my first problem, so I called corporate to speak with someone who then transferred me to the merchandise department. She did not give her name, I explained my issue and she took it upon herself to repeat exactly what I said, I continued to state that I feel it is an inconvenience to the customer to have to jump through all of these hoops when it was not stated when the purchase was made. She then took it upon herself to say well does Macys explain all of that when you go into the store.... which at this point I feel as if you are talking down to me. The business is completely unprofessional and not Customer Friendly. It took only 5 minutes to make the transaction and take my money, but now I am unable to get it back in a timely or convenient manner. I am very upset because it is now my responsibility to drive from store to store to see how much money they received today. As well as waste my entire lunch break, to be rude and not understanding. I work in customer service and this is just unacceptable.

Brought my Movado watch in for repairs which had to be sent out as they dont service Movado in the store. Its been over 2 months that I have waited. I know its not the stores fault but if you need an item repaired and they have to send it out, steer clear.

Michelle and her crew are the best they helped me in a time of need I recommend them to everyone their professional and polite go see them they got me squared me for my engagement 😁

I got my custom engagement ring from the Pembroke store. It was given to me in the wrong size, even though we requested the correct size when ordering. A couple months after getting it back, a gem fell out. They tried making us pay for the lost gem (because these gems aren’t in the warranty), but we refused, because we only had the ring for a couple of months! The lady who sold us the ring told me it was a delicate ring, but because I wanted this pretty ring, it was something I was going to have to deal with. She then told us she has the same ring (not customized) and she has to send it in all the time…as if that would make us feel better. She never told me how “delicate” it was when we purchased it, or we would have went with a different option. I took the ring back in 4 months later to get cleaned, and was told 3 more gems were loose. A month after getting it back from them fixing it, another gem fell out. This is 4 issues within 9 months of having the ring. We called customer service and had it escelated. The man told us we could get he same ring made to fit my finger, to prevent it from being sized down, or we could get an exchange. Neither offer worked for us, because we have lost all trust. The CS man sent us to the manager of the lynhaven store, because we were done dealing with the Pembroke store. The manager told us that the ring looked like it was never repaired properly, and that he could send it in with orders of how to repair it, or we could get a new ring made with 20% down! Once we told him we were done with Kay, he called CS and spoke to a lady who gave him an authorization code for a full refund, if we brought the original diamonds back the next day. We went back with the ring and diamonds and were told that the original CS man denied the refund! We are so frustrated, and it seems impossible to get in contact with the correct people. If a manager tells us we can get a full refund, they should have 100% honored this. After months of dealing with what felt like a total nightmare, we finally accepted that they make us a new ring in the correct size. When I went to pick the ring up, they tried making me sign an agreement that basically said I would not trash talk them on social media or to anyone in anyway. I refused to sign that form, and they had to call CS to see what to do about it. They ended up just giving me my ring. This experience put a terrible taste in our mouths, and we would NEVER recommend getting anything from this business. It was the absolute worst customer service I have ever dealt with.

My husband and I bought are rings from here with no problem but when it was my month to come back to get my ring inspected and cleaned, the middle diamond was loose so they had to send it off. The manager said since its the month of inspection, the warranty wouldnt be voided. When I came back another associate gave me my ring and updated my warranty since the manager didnt update that my ring had been inspected that month like its supposed to. So if it wasnt for the associate, my warranty would have been voided for her not updating my info. I have proof printed off of inspection so when I go this next time my month is up and they tell me theres no warranty, I will prove Ive been doing what Im supposed to and I will have my warranty back. I also know they are supposed to sell a certain amount of items and credit cards but the manager kept pushing on me for my husband to come in and get a credit card, we dont need that extra debt so I kept saying no. The manager should have great customer service and help the customers not fake updating inspections to ruin your warranty. Horrible store.

I wanna give a shout out to Gerilynn and Michelle! They showed me amazing costumer service, they sat with my husband and I for a good hour until we left the store happy. We have been a costumer at kays for the last almost 3 years and have been to many. This by far was the best experience we’ve had! I thank you for taking your time it truly made such a difference in our eyes with Kay Jewlers. I also want to thank Taylor and Emily for taking care of the other costumers while Gerilynn and Michelle were helping us!!! We appreciate you all so much!

I took my ring here to have it looked at because one of the diamonds were CRACKED. One of the girls looked at it and said she could see something so she had the store manager (Bill I believe) look at it and he swore he didnt see anything. A month later my husband took it up there to show them that in fact it was cracked and proved it by running his nail over it and it getting caught. So they ended up sending it off to have the diamond replaced. The store manager again I believe his name is Bill called and told me that it would cost 500 to replace the diamond....half of the value of the ring. clearly I was upset but because I didnt stay on top of the 6 month inspection I had to come out of pocket, so clearly my fault. But Bill could not have had less customer service when giving me the news. Which he acted the same way in person. Very rude to the co workers also. My husband bought me another ring for Christmas from Kays and I only had it for 3 months and one of the diamonds fill out and had to be sent out. I am STILL waiting for my first ring I had sent out and now I have two rings that are being worked on... Needless to say we will NEVER buy from Kays again. Poor quality and poor management! Take your money somewhere else!!! I will say that the two ladies that helped my husband and me were very sweet and helpful ... I believe one of their names were Jerry Lynn and the other lady had a chest tattoo. Bill will never be someone I want running a store! But most importantly I would never spend my money on another piece of jewelry here and not to mention I will have my ring looked at to make sure I got a real diamond WHEN I get it back!

Store manager has ZERO customer service skills. He promised he could get me a ring from another store. I had to call three times for him to finally tell me he couldnt do it. Do not go to this Kays.

The absolute worst customer service from the Pembroke location. We have always taken the wifes wedding band into the store to keep up with warranty obligation . The last visit we were told that the machine that checks the diamonds was down, but our visit would be recorded . We return recently to do another check and get the ring resized. NO record of the previous visit. Informed that the stone is now chipped. My wife was pushed to either buy a new stone and/or open a CC. They showed absolutely no concern to solve the actual problem of why theres no record of the machine being down or trying to resolve the now expired warranty due to Kays lack of record keeping . When we called to see if the ring was returned from sizing, the gentleman that answered the phone was short, and very rude in his answers. These are the most recent problems . Ill never spend another penny in This store or deal with Kays again. This is not the first issue, but, after I pick up the ring, it will be the last

If I were allowed to give 0 stars, I absolutely would. This store is terrible - GeriLynn and Leo being key contributors of the problem. Although, after being exposed to their lack of training and professionalism, I wouldn’t trust anyone in this store with a trusted purchase such as jewelry for a loved one or something of significant value. The previous reviews are absolutely true in that they attempt to sign customers up for credit cards without their knowledge, essentially committing fraud. Everyone should be well aware that they are incentivized to get a certain number of credit card sign ups a month- they will take your information and not tell you what it is for. After my experience, I refused to trust them to get my engagement ring resized. If you’re questioning it, absolutely drive miles away to another more professional and adept store than this one. If either GeriLynn or Leo are there - RUN, do not walk away, RUN. I wouldn’t trust the manager either because she clearly hasn’t trained her employees well on crucial policies or professionalism.This is rich....... this 5 star review from “Ledio” is from “Leo” at their store. What an embarrassment they have their employees write reviews because they are so desperate to show their store isn’t a joke. Sending that straight to corporate! So not only did he commit fraud with someone’s identity, he’s also spreading fraudulent statements. Lovely.

Always 2 weeks for jewerly repair and stones on the ring we bought come loose every 3 months or so. Expect if you get a ring to consistently be waiting weeks for it to get serviced.

These folks are clueless!! Take your $$ somewhere else. They sent an item off for an estimate, tell you one thing, never called in over 30 days, we called 2 times. Come in to pick up the product, its not even fixed correctly and they cant figure out what to do, still paid over 250 to polish a watch and take a link out And it needs to go to another jewler still..

Went to have my wifes wedding set inspected for insurance. The ladies working were very friendly and professional.

Awesome customer service

Great service.