We (my husband and I) stopped by the St. Johns Town Center location to pick up my Levian ring that needed to be resized. We arrived at Kay's Jewelers after 7pm on Wed, Nov 15, 2017, and there were two Kay employees sitting and working with other customers so we stood around waiting just looking at other jewelry. After about 15 minutes, another couple walked in; approximately 15 seconds later an employee (David) came out of the back and immediately waited on them. It didn't immediately occur to me since I was looking at the jewelry cases, but after a few seconds, I realized that either our melanin pigment must have made us invisible, or all of the employees at Kay Jewelers are taught to acknowledge only non-melanin customers. After David finished working with those customers, I approached the counter and asked for my ring; my husband on the other hand told him that we were there first and it was apparent that he came out only to serve the customers that came AFTER we did. After thinking about the entire incident, we realized that it was not just David who apparently doesn't know any better, as he immediately waited on someone who shared his pigment, it was also the other two employees that did not acknowledge us or even thank us for waiting. It is offensive, and, in this case, it will be an Kay Jewelers account closing action. My husband has had an account at Kay's for several years, however, it will be paid off and closed. I know that we can find Levian and other jewelry pieces at other stores. If there were a way to give NEGATIVE stars on this Google Review, I would have. Kay Jewelers needs to train their employees on diversity, or better yet, hire employees that only need to learn your product, because in business, you can't send a duck to eagle school. Thanks for nothing Kay Jewelers.

If I could give zero to this jewelry store and the one next to it I would. My man and I went in to look at engagement rings for the first time. A woman approached us and we explained what we came to look at and she asked what I wanted/expected. As the conversation went on she then began to ask how my family felt when it came to having a black boyfriend/ possible fiance. . . And continued to make remarks about ethnicity and even when I tried to defend myself I couldn’t. I was basically cornered and my man just got up the courage and said along the lines of “we“ll look around” grabbed my hand and we left. When he asked why I didn’t stand up for myself he realized me basically being white trying to tell a black sales woman about ethnicity and my family’s stance wouldn’t win her over. It was clear what her thought process was and it made me feel like she was passively saying that I shouldn’t be dating a black man. . . As we walked back from the shoe store down the way I saw her talking to an employee of the adjacent jewelry store. And I had sunglasses on so she couldn’t see that I noticed her glare and looking me up and down. If anyone knows what to do when someone puts you in this situation let me know. This happened in 2017 August. I know it’s late posting but I just learned about google maps and the review section and thought I should put it out there for when a biracial couple decides to look for places to shop that they know what to expect. It’s not fair being put on the spot like that especially if you don’t know what to do or say. And it was embarrassing too while other customers were browsing adjacent to us.

I bought a necklace for my wife’s birthday, right before the shutdown happened. My wife didn’t like the necklace so I figured we’d be able to return it once covid lockdowns eased — I was wrong. The store was closed down during my period to return the necklace so the store extended the grace period by a couple weeks once they opened back up(on a random day, without my knowledge of the new extension and new deadline). When I finally went to return the necklace I was disappointed that the company had zero empathy towards this unprecedented time we’re in. They refused to refund me or give an option for me to exchange. Now, I’m stuck with a $300 necklace sitting in the original box on a floor in my office. I will never do business with this company again or any of its affiliates as it is clear they put profit over their customers.

My daughter and I went to Kay Jewelry at St. John’s Town Center in Jacksonville, FL today. We were the only customers in the store. A blonde salesperson asked what we were looking for and my daughter said gold hoop earrings. She asked if we wanted them with diamonds and we said no. She pointed us to the case with the selection of hoops they had and went back to what she was doing. She never asked if we wanted to see anything or even spoke to us again. We walked around the entire store looking at all of the jewelry and were never spoken to again. Even as we were leaving we were not even told to to have a nice day or thank you for coming by. I guess she didn’t think we looked like we would spend enough for her. So rude. I will never go back and will make sure my friends and family know how I was treated.

Update: I called (7/16) today to see if my jewerly was in from the shop as per Beth when I dropped it off it would be back on the 15th. (I dropped my items of on the 30th of june.) She claimed she didnt know what I was looking at and would need the store manager to call me. However if she would of asked basic questions such as when did you drop it off? I can check when it was sent out. She seemed incompetent on asking questions to resolve a problem. After I pick up my pieces (now next week) I will not be returning to this location for servicing. I normally have a great experience, however when I called today. I could barely understand the woman I was speaking to. She kept getting my name wrong, called me Tyrrell and James!!

Apparently Kay needs almost an entire month to size your ring from a 7 to a 5. I dropped it off May 11th and first was told it would be back on the 20th, then it was the 28th, now it’s that it “may” be back on the 1st of June. It is absolutely ridiculous that in this day and age it takes them this long when other jewelry stores are capable of resizing within a day. My ring was falling off of my finger and so I had to drop it off fairly quickly after my fiancé proposed and I have yet to actually be able to admire the ring he picked out for me cause I can’t get it back from them. 1000% disappointed in this place and will not recommend it to anyone that ask.

Amazing customer service the first time we went in!! I ended up buying two rings I loved them so much! I actually had a blast picking it out. Then I got a call that they were ready to be picked up so I drove 30 minutes over there. She smacked her gum in my face the whole time and barely said two words to me. Then she spent about 30 minutes searching for my ring and saying "are you sure they said it was ready?" She finally found it but only one was ready so I'll have to go over there again. They don't seem to have a good system for keeping things in order. But perhaps the sales lady was just having a bad day as far as the rest goes...

Stay away!!! If I could give 1 star I would. I bought a bracelet (not cheap) and was told it had a lifetime diamond warranty, so I thought what a good deal from a reputable location-wrong…. What they don’t tell you when you purchase the product is if you don’t bring the item to them every 6 months for them to look at it the warranty is void. No mention of this during the sale. They use the warranty as a sales value but refuse to honor it after only 2 years of ownership. Go to a local jeweler it helps the community and at least you won’t be lied to from a corporate sales person, and then told by a call center they can’t help.

I brought my watch up here to get a battery replaced. I hadn't noticed that it had any problems other than the battery died. I've worn it nearly everyday for 20+ years. They said it needed to be sent out to Citizens for repair. They recommended the insides be replaced. That was 7 months ago. Everytime I call to find out what's going on I get the run around. Literally one excuse after another. They originally said it would take no longer than 2 months. This is not good customer service. If you need any repair done to your jewelry, I recommend you go somewhere that has the skill to do it on-site.

Leaving one star because it won’t let me do zero. They give you a promise date for the prongs on your perfecty fine diamond engagement ring to get fixed and then they extend the promise date even longer.... 2.5 weeks.... and it’s still not ready? I don’t trust this company and am actually worried about the quality i will get my ring back in. I’ve read reviews about Kay and what they do with diamonds and it’s not good. I want my jewelry back and the same day i will pay my account off and never go back. They seem dishonest and that’s no way to run a company.

I will not give kay's even ONE Star! Their items are over priced, their staff is very "stuck up". The stores are way too "Corperate". I deal with Nature Coast Gold Smith Jewelers on Forest Oak in Spring Hill Florida after doing some business with Kays years ago. NOW...The No Firearm Policy" and the sign saying not even in the "parking lot"....Guess what Kay's...No $$$ from me to you and this will be shared with all my friends. You seem to forge t that this is AMERICAN and $$$ spends everywhere...we can do with out you, but you can not do without US!

I've been having bad experiences with this store. I got my wife wedding band from here. I was supposed to get it on March 20th. I go to pick it up and they said that the ring was pushed back. They didn't call me or nothing. I still don't have a date to pick it up. They won't pick up the phone. Did I mention I'm getting married in 12 days and I still don't have a date on when to come pick up my wife's ring. This is very unprofessional. I just want answers. This is outrageous. I'm trying to have my wife's dream wedding and here I am still ringless

Ms. Angela Spears is THE BEST OF THE BEST!!!! My fiancé and I came in to look for our wedding rings for our wedding next weekend and Ms. Angela was very professional very pleasant very kind very patient & truly passionate. She was not all about sales but for us to have the pleasant experience which was phenomenal!!!! She helped us find our rings and we are satisfied. We love our shopping experience with her. We can’t wait to show her photos of our wedding. We will see you soon Ms. Angela. We thank you!!!! Kay Jewelers is better than Jared’s!!!

I wish I could do zero stars. Incredibly rude staff. Staff kept whispering about who would have to serve me. Ordered a wedding band for my husband. They told me to stop asking if it had arrived because it clearly hadn't. Wedding band was there the whole time and the worker had the audacity to say to me " why didn't you tell me to check the other drawer?" Avoid at all costs. I love the brand Kay, but I unfortunately will never purchase another item from this company because of the Town Center staff.

Highly recommend this store if you want horrible customer service. Between Chad and Beth you are in for a headache and tons of frustration. Besides my ring being poor quality (2 stones fell out within 6 months, with VERY little wear), the customer service in general will prevent me from EVER shopping at Kay, Jared, or Zales. If you have to shop with any of these businesses, avoid this store at all costs. And Chad and Beth. Just don’t do it. Trust me.

My wife and I have been married twenty years and chose to upgrade her rings through Kay Jewelers at that St. John’s Town Center in Jacksonville for our anniversary. Aida and Sokkha were both so kind and patient in ensuring she found the perfect set of rings. They offered stupendous service and had a cheerful demeanor throughout the process, making her feel at ease and able to make the choice that was right for her.

We went to Kay's to drop off my engagement ring for resizing. The customer service from the minute we walked in was outstanding. The gal helping us discovered that the original store where my ring was purchased never offered my fiancé the warranty for my ring. We were able to add that warranty while there. We were very pleased with our visit.

My experience at the Saint John's Town Center location was great! Austin and his staff are outstanding! They are always professional, friendly and patient. Austin took the time to find me two beautiful Tolkowsky diamonds for my new earrings. I can't wait to see them set in the three prong 14 karat gold Martini setting Austin suggested!

My experience at the Saint John's Town Center was great! The lady Ida assisted me with an issue I had with my Jewelry. She handled it quickly and efficiently. She was very professional and friendly. I would definitely recommend the Town Center Kay Jewelers to anyone looking for quality professionals and good product.

Couple of weeks ago I came in with my husband. We were celebrating my birthday. Mike and Aida helped us pick the perfect gift. I was so happy with the necklace and the bracelet.. Mike is so professional he has the best personality he is so understanding we will definitely be coming back because of Mike and Aida!!

I wish I could give them no stars. This will be the second time after work I try to get my rings service and they closed at 8:30. If you all are going to change the times change them but it is in far to the consumer for Kay's just to close when they want to. When the sign and Google say u guys close at 9pm.

Worst service I have ever experienced. I hope this review will keep future customers from going to this store and to save their time. Spend your money where the staff treats customers with respect and kindness. I was talked to as if I were a child and for that reason, will take my business elsewhere.

We had a great experience at this place .We bought our wedding bands and my beautiful beautiful engagement ring .We want to thank Beth and Andrew ,they were amazing with their professionalism, kindness , big smiles and their ability to help us find the perfect rings!I recommend this place 100%

Went in and was waiting for 30 minutes. The one lady clearly knew I was there and was not acknowledging me and instead helping other people coming in after me. They lost a great sale because we were ready to buy something today. Very disappointed in the lack of respect and service I received.

Just watched an employee stand just outside their front door smoking a cigarette (just classless and rude) then threw the butt into the bushes, still lit too. I can only imagine the quality of their product if this is how low their employees are.

If you want excellent customer service pls see Beth or Kristen! They are always friendly and super helpful. If neither of them are in store; I won’t bother browsing or purchasing anything! They listen, are never pushy & great at what they do.

I walked in, spoke with Aaron in the store. From the time i walked in i felt like i was valued and spoken to like i was a long time friend. Aaron did a lot of work for me, looking for the perfect piece at the price range i was at, and it

Don't go here. Dangerous place. They made their store a target for criminals with a sign that says that there's no guns on premises. Sorry, but I don't wanna be a target. Criminals know no one in there can defend themselves.

I’m not sure why at 1:00 P.M. it’s closed when the sign says they open at 11:30.... no signage saying they close for lunch either? Wish I would have known prior to driving there that they don’t follow their posted hours

Great store, nice selection, friendly staff and willing to help you find options! My husband and I always buy our fine jewelry at Kay, I’m personally looking forward to my 20th Wedding Anniversary upgrade!

friendly and great service from everyone in the store, especially Mike. hooked me up with a beautiful bracelet for my girlfriend. definitely will be returning for future jewelry purchases

Mike is the best so professional he helped me find a perfect gold necklace great service! I highly recommend this Kay Jewelers and I will be a customer for a long time. Thank you Mike..

Angela is the BEST!! Super friendly and helpful. She listened to our needs and provided us the options that fit our desires. Will definitely be back for our future jewelry purchases!

Aaron was absolutely amazing in tough situation with a incredible sensitive problem. He went above an beyond our expectations. We will be back for further purchases. Thanks Aaron!!!

Best service around, very helpful in finding the perfect gift for my beautiful girlfriends birthday Highly recommend . They’ve earned my business going forward. Thanks guys …

Bought a few pieces from this location, very helpful and friendly. Love the manager, she is very personal and feels like a real friend. Makes for the best buying experience.

WOULD NOT RECOMMEND THIS PLACE! Got the same ring for cheaper at Global Diamonds. I felt like i was in a sales environment where they keep pressuring you to buy things.

My husband and I have had good experiences with this locations from engagement rings to earrings and necklaces. Staff is always friendly and cleanings are quick.

Staff is really helpful. Wish they had a better selection of watches and better deals. Though overall buying my watch at Kay's was a positive one. Will go back.

Standard jewelery, high prices that go on sale. One whole case empty. Waiting for trunk sale in July for the unique pieces. Staff was helpful and informative.

Their diamonds are a Better quality, if that is what you want. I can stare at my almost perfect teeny tiny stones all day long and still feel special. LOL.

I was helped by Angela Spears today and she was so amazing and kind! Cleaned my ring asap and i bought a lifetime plan! Definitely would go to her again!

Thank you Beth and christen for the great service. Very welcoming and helpful with finding the right jewelry. Only coming to spend money with these two.

They are so nice & helped us find the perfect engagement rings & bands sokkha. Lexington was awesome & very patient & helpful highly recommend them

Tiffany was great, helped me create a custom engagement ring. She was very professional and really listened to what I wanted. Highly recommend her.

I visited this store today and the two young ladies were AMAZING! I received positive feedback and made a great purchase. Thank you again. …

Mike was the man , helping me make the best choices on my 2 new watches. They were perfect to my liking & I recommend him to help anyone else!

Person who helped me out he was really friendly really straightforward and he found the perfect ring. I was in and out within 10 minutes!

Sandra made my shopping experience one of the best , she was very patient with me and very nice . I will do all my business with her .

My wife ordered me a wedding band but we never got the ring or a refund. The store manager Chad is totally skimming customer money.

Love this Kay! My husband has gotten me all of our fine jewelry here and we only have good things to say about the staff!!

Mike was so helpful with replacing my husband necklace. He went above and beyond and exceeded expectations

Cheryl and Hida were wonderful, they helped me find the perfect jewelry for a wedding I'm attending.

Great customer service at this location, I talked with Ian and he was very helpful and professional.

Sales associated told me my APR would be 13.99 actually 26.99. Also dint mention a bunch of fees.

Bought a necklace from Mike at Town Center in Jacksonville. Very Knowledgeable and professional.

Candace was extremely awesome..I will definitely come back again and again..Thank you very much

I Had a great experience at kay! Angela was very helpful and gave me some great advice!!

Sandra my loved the heart necklace we selected for her birthday. Thank you so much!

Friendly. If they don't do it, ask them who does. . Purchases & repairs ! Top notch

Don’t discriminate against certain types of individuals based on political beliefs.

Mike helped me a great deal for this Christmas gift! I will return because of him.

DO NOT GO HERE!! THEY Scammed me into getting a credit card without my permission!

Candace was amazing! She was super helpful in helping find exactly what I wanted!

Mike and the staff were excellent! Helped me find exactly what I was looking for!

Staff is very helpful. They resized a ring for my husband without any problem.

Prompt, knowledgeable sales folks...good discounts at the right time of year.

Mike at Kay’s did amazing!! He was super helpful and had great advice!

Excellent staff and great selection of jewelry for an unbeatable price

Worked with the manager on a ring, he was great! Cant wait to get it!

They made repairs to my rings and I am more than happy! Thank you!

You only know the real worth of a diamond when you try to sell it.

Wonderful customer service and great environment for shopping

Always friendly and prompt. I've spent a lot of money here.

Ask for Austin.. From now on I'm calling it Austin Jewelers

Help us with what we needed. Great customer service

Parking wasn't awesome, but that's Towncenter lol

Angela Spears was incredible. Just phenomenal.

Hida was great helped me pick out a new watch!

Amazing staff and customer service! Thank you.

Very professional, excellent customer service

Exceptional customer service! Love coming in!

Very tiny store with a very small selection.

Good overall experience Helped by Mike

Love the staff, the store, everything!

Mike and Julie were very helpful!

One of my wife's favorite places.

Very efficient and accommodating

Aida do great job..thanks a lot

Help us greatly !!!! Must visit

Thank you Angela. Very helpful

Wonder services very helpful

Absolutely love the service.

The staff is always polite

Fast and friendly service

Great service and prices.

Great customer service

Mike was terrific!

Mike was awes Some

Great service !