My wife brought her wedding ring here to get cleaned, inspected, and re dipped. When we returned to pick her ring up it was the wrong ring she knew as soon as she saw the ring it wasn't hers and it wouldn't even fit. The guy still put it under the scope and "checked" it then he called over a lady who asked my wife why she felt the ring wasn't hers. She got the number off the side of the ring and asked us to wait a moment as she went and made a phone call. about 15mins later a man comes over to us and says to my wife "I'm the manager and I don't know why they would resize your ring" My wife had to point out to him using the picture of her ring that they had on file that hers has 6 stones on each side of the diamond the ring he tried to give her only had 4 stones on each side. He said that he would look into it and call her the next day. The next day she waited for a call but never received one so she called in the afternoon and asked for the manager he told her that her ring got sent to another store and they sent it to "home office" and there was no way to get her ring back but he went ahead and found the same ring online and ordered it for her! Long story short we got a case with customer care and he ended up finding and getting HER wedding ring back even though he told her (she asked) that there was "No way possible" to get her wedding ring back!! Customer care ended up letting us both get our wedding rings engraved so we got them sent out together and they messed up my wife's engraving on her ring they called me (not her) to ask if it was ok or if they needed to send it back out to fix!! of course she wanted it fixed (instead of M they put V) We will NEVER bring our rings to this Kays EVER again!! There was NEVER any sort of apology from them and the communication was horrible every time she would call it would ring and ring and as soon as she would call with her number blocked they would answer right away she asked them why and the manager said "well we don't have caller ID so I don't know" TERRIBLE!!! I hope no one else has this horrible experience!!!! Wish I could give 0 stars!!!!

I called this store before driving there to make sure the item I was looking online is still available because I drove to the mall it says online in stock but when I get there it’s no longer available so I called the Willow Brook store so I don’t keep driving around and ended up getting there and being not available again. The associate named Jeff answered the phone and says the bracelet is available and he will hold it for me but I told him that I purchase it online and just pick it up from the store. So when I got there I tried on the bracelet and I told him that I have placed an order online as soon as I told him that his demeanor change and said the order I placed online hasn’t go through the system yet. He keeps pushing about cancelling the order I placed because he said it will be faster but we all know he wants me to cancel the order I placed online for pick up in store so he can get the commission, he keeps saying that he hold the bracelet for me and I will just ended up placing the order online. I mean why make a statement when customer have those options. So we waited over an hour and then my order was cancelled and all of a sudden it says that they don’t have the bracelet in stock. Just because he couldn’t get commission he make us wait and then cancelling the order. Beware save your time and money the store employees wouldn’t help if they can’t get commission of of you. Jeff was one greedy employee shame on you.

When I stopped in this Kay Jewlers I asked them how much it was to have a ring cleaned. They said to have it deep cleaned it was $42. The next day I got to the mall about 20 minutes early trying to get this done before I had to go to work and was waiting for them to open. Once the front gate was lifted I walked in and asked the man about the cleaning. He informed me that they have to send it out and it takes 2 weeks or more and something about how they have to replate the gold. I was trying to get a little more info about what he meant by replating the gold because I definitely didn’t want to get a gold plated ring back and he kept trying to get me to go to another jewelry store in the mall. They also never mentioned anything about it having to be sent out the day before. Then he rudely said “I gotta get this store opened!” with a little annoyed sigh. There were 2 other employees in there that could have assisted with the opening process while he assisted THE CUSTOMER. It seemed like since I wasn’t trying to purchase something from them they wanted nothing to do with me. Also I know they do free cleaning which he could have offered to do to try and maintain some level of customer service. I won’t be buying any jewelry from them in the future.

Worst experience ever. I was getting my watch sent back to movado to get a new clasp. After a month I call to check the status and they say they will call me back when they find out what's going on. 2 days later no call back. I call again once again they say they will call me back in an hour or 2. I had to call again the next morning because no one called me back. Finally I wouldn't let them hang up until I talked to a manager and they told me my watch was broken and wanted to charge me a couple hundred dollars to fix a watch I handed to them working. Finally after all that was settled the watch came in on July 10 and the manager put my email in wrong so they never let me know by a call or anything but email that I could come get it. So I called on June 21 to see where it was and they said all that's my fault and still charged me full price after they messed up serveral times. Will never be beck and strongly reccomend not to waste your time in Kay jewelry.

I cannot express how amazing Iris is! My boyfriend and I are getting engaged soon and my family wanted to get him a ring as well. We visited another Kay Jewelers location and he fell in love with a tungsten ring but they sadly didn’t have his size so I started calling other Kay Jewelry stores near me. Iris picked up the phone and helped me get the ring my boyfriend loved!!! She’s the only one that knew she could order the ring from the vendor. Every other store I called just turned me away since they didn’t have his size in stock or couldn’t find it online. Iris was so incredibly patient and worked with me. I had a deadline for the ring and she conveyed what plan she had in mind which put me at ease. Lucky for me the vendor just sent the ring they had as soon as she put in our request! She is truly a miracle worker! Thank you so much Iris!!

The most horrible experience ever. My fiance purchase my engagement ring at the Willowbrook location and we went back to purchase my wedding band. We found one and place in on layaway but when we return the following month they were unable to locate the ring and then the sales representative Sebastian Ramirez was so disrespectful and act like it was our fault he was unable to find the ring. So I walked back to the car to locate the original receipt and once we returned he continued to be rude. I asked to speak with his manager and when he walked over to the manager he told the manager it was no rush to assist me. I waited 35 minutes for the manager to come and speak with me who after 15 more minutes was able to locate the layaway. If possible find another store to shop at.

I am just about to loose it on this store. If i could give it zero stars i would have. I went in to pick up my wedding band that had already took a month to be repaired. My husband dropped it off for me. When it was ready they called my husband, he told them he was out of country and i would be picking it up. So when i showed up with 2 forms of identification they are refussing me my ring. THEY ARE KEEPING IT! while there i experianced being belittled by the stote manager and absolutly no help from calling customer service. Basically they will not give me my ring. Even after i even offered up my marriage license and the original receipt from purchasing MY ring. My husband has bought every peice of my jewellery from Kay. NEVER AGAIN!

HORRIBLE Customer Service. I went in to ask a question of why there was a $100 charge made for a "repair" and was told that only the employee who made the sale could answer that and when he would be back working. What kind of policy is this? I returned the day the employee who made the sale was supposed to be working and he was not there. Guess what, same story was fed to me. In total, I ended up going to this store on 3 occasions (they never answer the phone) and guess what? I still do not know why I was charged $100 for a repair, even when I bought the "lifetime" insurance. Save yourself the headache and waste of time, stay away from this store.

we purchased an engagement ring and not even a full 24 hours later, my finger was GREEN! the ring had started to tarnish and gave me a rash. it was a sterling silver ring and there is no way i am allergic because i have 4 other rings from Pandora and James Avery that are sterling silver, i wear every single day, rarely take them off and have had for 4+ years and i’ve never had a reaction like this. i wish i would have read the reviews BEFORE my purchase. going in to get a full refund and i hope there will be no issues since i have everything they required.

I returned a necklace to this store. The store screwed up the return and posted the refund to a different account which was actually closed. 3 weeks later I caught the error and went to the store for help. The African American woman working there refused to even look into the issue. She told me to call the 800 number. 3 weeks after the fact you guys should be able to help me, that really is not asking too much. Even the person at the call center told me that. These employees need retraining.

I consider Summer my jeweler - I absolutely love her. She’s personable, down to earth, and just all around amazing. My husband knows when he’s going to get me a gift he better to Summer. My children know and love her. Once my diamond necklace fell out of my pocket and was run over by a car. Long story short Summer fixed it. We had to laugh that my necklace fell in the parking lot and hours later my kids were able to find it. I only go to Kays because of my interaction with Summer.

I'm very disappointed in kay jewelers never will i recommend them to anyone again. Quality workmanship,Communicaton, service has went down hill. I've sent my wife ring off three times to get soldered and did a horrible job. The ring should be thoroughly inspected before leaving the warehouse and also before calling customer to pick up. When there is a gap and uneven bands on a matching set, the customer shouldn't be contacted until it looks almost perfect

Whatever you do, do not buy anything from these rip off artists! I bought an engagement ring from these con artists and unfortunately, it did not work out. Tried to sell my $4000 ring to a real jewelry store and they immediately showed me that I got taken to the time of about $3300 because my ring was only worth $600. Fool me once, shame on me, fool me twice, screw that, it will never ever happen twice. Buyer beware, go to a real jewelry store!

I came to this location to pick up some items that were repaired. The woman who assisted me did not smile once during our interaction. She wasn’t personable at all. She was dry and short with me the whole time. She did not ask me if I was interested in purchasing anything or inform me of current promotions. The other associate in the store spoke and asked me how I was while assisting another customer.

We went in to have my daughter’s ring resized and Jeff was the associate that helped us. He was very pleasant and patient with us. We went in right before the store closed and we were not rushed. He was very friendly. The other workers were very pleasant and they all greeted us and thanked us! Oh and it was Jeff’s second week on the job and I wouldn’t have never known if he hadn’t mentioned it.

Yeah total con artists. So purchased a ring and bought a “lifetime” warranty for the ring. After having to have it fixed 3 times finally had to exchange it for a new one Bc the person who sold us the ring didn’t size it right. Come to find out, you have to buy another “lifetime” warranty for the new ring that was exchanged for their mistake. Lifetime warranty my ass. Screw this place!

They do not answer the phone. Took two months for me to get my ring back when it was supposed to only take two weeks for sizing. Customer service is terrible! They gave me back a fake ring. It was spray painted where I had blue diamonds with a blue spray and the ring turned my finger green, do not trust this place!! Would not recommend this place to anyone. Ever.

Summer is an absolute treasure to work with! We have bought a few pieces from her. Her customer service is beyond amazing and SHE LISTENS TO WHAT YOU WANT AND DON’T WANT. We went in and had a certain budget it kind. She kept that in mind but also kept our likes and dislikes in consideration as well!! If you ever go to this Kay’s, ASK FOR SUMMER!!!!

Do not let them repair your jewelry. We dropped off a ring for a resizing last year and we haven't got it back. They keep postponing the promised date and today, the next promised date got pushed back to end of February with NO reason. No apology, No explanation on why it's taking so long. Rude staff, NO communication, horrible service.

The sales consultant Nancy was very professional and did an amazing job! She had my wife's wedding band cleaned and also sold me another silicone wedding band to wear while I am working so as not to scratch up my original. I will definitely go there again for any jewelry needs. I highly recommend this store! …

Horrible customer service. Have you pay extra for there warranty on there products and then when it comes time for them to honor there warranty they then all of a sudden can't find inspection reports and this and that and refuse to honor there warranty. Highly recommend using someone else.

We are celebrating our 5th Wedding Anniversary! Excellent customer service! I went in with an idea of what I wanted and Huma Ali helped me find my dream ring! My ring is so perfect I started crying when I put it on! Kay Jewelers is the perfect place to purchase a once an a lifetime ring!

My fiance sent in my ring to get resized through them. It took over a month to get it done. We called/emailed them and there was hardly any communication. Moral of the story go to a jewelry store that has better customer service and actually communicates. Save yourself the headache

Highly recommend this store. Staff (Iris) in particular was very personable and expressive in the joy of my choice. I will always remember her kindness and the effort that was placed on getting my love the band which she now currently and proudly wears.

Every time I visit Kay at Willowbrook, Summer is a ray of sunshine that makes my experience exceptional! Silfane also made me my visit comfortable by being approachable, genuine, and personable. Thank you again ladies for making my birthday special!

Iris is truly the best! She stayed in contact with me for 4 MONTHS!! To make sure I get the perfect ring for my future wife. So helpful and determined makes you want to keep her around as your good friend!! Thank you so much for your help!

Huma Ali is a great sales person.. On point, great help...I came in not knowing anything about rings and left with a gorgeous ring that I feel in love with.... Thanks you Huma for all your great service and wonderful customer service!

Huma was awesome! She provided great customer service! We made an appointment, and she made sure we were taken care of. We purchased the protection plan for my diamond ring after her recommendation. Because of her, we'll be back!

Huma so kindly helped me from start to finish! It was efficient, smooth and exciting..I highly recommend this location because of the customer service and professionalism. Willowbrook mall location , Houston Texas is the best!!

Huma Ali was my jewelry consultant. She was amazing and professional. Made me feel like i was making the right choice. I greatly enjoyed my time with her and she got me exactly what we wanted. Will recommend. Highly satisfied.

The customer service was off the charts!! Both Silfane and the store manager went above and beyond to ensure I got everything I needed. 100% satisfaction!! I sure will be back, they earned a customer for life.

Not great. All of the rings that Kay had online were not in stock at the store. We ended up making our purchase at Gordon's Jewelers. Louann was our salesperson and she was extremely knowledgeable.

Always a pleasure shopping here and Iris is the best. She makes sure we are well taken care of and we have a great experience. Very nice, and helpful like always. That’s why we keep coming back ..

Iris and Priscilla were amazing in helping us find the perfect graduation style ring. Plus helped find unique style heart amethyst jewelry for our daughters prom day. Thank you ladies. …

I really would like to thank Sifane and Huma for their excellent customer service at the Willowbrook Mall. They really worked with me and made sure everything went well with my purchase.

Iris was extremely helpful! She made the entire experience worth it, is a great sales woman, and delivered on all her promises!! She’s the reason I’m coming back to Kay at her location!

Wonderful customer service! Summer was so helpful and kind. I always have such a great experience at this store. They also are very quick with any service you may need. 10/10 recommend

miss huma did a wonderful job explaining every step of the way of a ring size up process and explained other aspects of buying jewlery and i could not have asked for a better process

Summer was such a great help. She helped me get the right size band and such a better more affordable option than the original one I ordered in the wrong size. Thanks a million !

This was my first time at this particular Kay. Had a great experience. The associates were very friendly and very helpful. I got what I was looking for. Their sales were great

Iris is the most helpful and kind person I’ve met in Houston period, she went above and beyond for me today!!!! Customer service would be a 100 out of 10. I love her …

I love the service, since the first time I went in to the store till my last time. I will always keep going here if the people that helped me are still working there.

I have been introduced to kays via my mother-in-law. One worker summer at willow brook mall is so amazing. She is the only person we go see we absolutely love her!!!

Pricila and Iris are the bomb. They worked together and helped us with our return and purchase. They were fast, patient, and fun to work with. Thank you, ladies!

I just had my wedding band and engagement ring resized and re-plated and they did a great job! Jeff was the associate that we worked with and he was wonderful!

Horrible experience with this store! The manager is rude and he needs to take classes on how to communicate with customers! Will NEVER return to this store!!

Very bad customer service. I was waiting inside the store for 20 minutes for someone to help me and not one employee even bothered to at least ask to help.

Wow!! Y’all about so much care!! They are so amazing here. I was l lucky enough to be helped by Iris and Humq. They were so awesome and not pushy at all.

Excellent service and such an amazing experience 10/10 would buy from here again and silfane is such an amazing person she gave us an amazing service ❤️

Iris and Pricila are amazing. They took time and care into all of my jewelry. I love their customer service. Definitely some of my Favorite associates!

I'm very delighted with my visit to Kay Jewers, they helped me & explain all the questions that I had. Ik friend is going to like , what I bought her.

Summer and Iris were very helpful and amazing. They made the ring shopping experience extremely easy. Please stop by the store for great service!

Summer was wonderful! Ask for her and she will make it happen!!! Kay Jewelers give her a raise ! Thank you Summer , George & Stacy Blanton

Huma was phenomenal! She helped me through each step and walked me through every decision thoroughly. So gracious, so kind! Thank you!

I've been a KAY customer for a long time and the service is always stellar! Huma is great, very professional and patient, not pushy!

Iris is amazing! She is always the person I go to see for any jewelry needs. She genuinely cares and will help in anyway she can.

We went to pick up my husband's wedding band. And Iris was so very sweet. She made sure that we left satisfied and with a smile.

Very very helpful. Made me feel prioritized. Didn’t hesitate to work out any kinks I created. Highly highly recommend!!!!!

We had the pleasure of working with Iris. She made our experience so special. I can’t wait to comeback for more jewelry.

Had an awesome experience with Summer. She was very knowledgeable and helped me with my purchase and made it fun. …

Summer is the best been doing business with Kay's for 30 years I will continue to But please go see Summer we love her

Super helpful and knowledgeable staff! Been coming to this location for over 10 years and I’m never disappointed.

They were very courteous and no problems i had a bracelet they held for 2 weeks thanks Summer in willowbrook mall

Good prices and GREAT customer service!! Lisa and Lee were very kind and helpful. Definitely will be going back.

Had an awesome experience with Mrs.Summer. She made my shopping experience and purchase super easy and fun :)

Miss Summer Help us to choose the perfect wedding rings we are so happy .. excellent customer service.

My salesperson was very professional & polite. Silfane was very helpful and personable. Thank you.

Great customer service like always. Coming here for more then 10 years. Thank you so much Summer

Huma did an amazing job at showing my fiance and I engagement rings. Very friendly and honest.

Huma was an excellent rep! I placed an online order and she followed up with me all the way!

Sebastian was super helpful through the whole process. Very happy with the ring and service.

Explained all about the protection plan and very helpful . Store manager Huma Ali. Thanks

Silfane takes good of care the customer. She is very friendly. Recommend come to see her.

Perfect !!! Liz has been amazing Majority of all my purchases have been with Kay jewelry

Jason and Mayada helped me create the ring of a lifetime for my fiance. She loves it!

Great service, their ring selection is wonderful and staff is friendly and helpful.

Great customer service that Summer gave us. Really helped us on making a decision.

Silfane was awesome. She took really good care of us and our jewelry inspections.

Excellent service, can wait to come back. Looking forward to future purchases.

Staff don’t care about costumers They always wait to much to take care of you

Summer is awesome! She’s very knowledgeable and has great customer service.

Huma Ali provided outstanding service during my visit to the diamond store.

Had an amazing experience at Kays Huma Ali was the best VERY helpful!!!!!

Summer was the best !!! She helped us out and was very knowledgeable!!

Tracy is an awesome person super helpful I would highly recommend her.

Iris, was amazing very helpfully and VERY sweet great personality ❤️

Pricila was really helpful during our visit. Would highly recommend.

Great customer service at Willowbrook Mall! Would shop here anytime.

Iris has always been my go to person at Kays. she’s awesome!

We just purchased a custom diamond ring and are very happy.

Really easy and affordable prices, Iris was really helpful!

Ms. Irish was wonderful. She always takes good care of me!

Iris was great very nice and helpful.Made everything easy.

I had a wonderful experience Huma Ali she was fantastic

Liz was an amazing sales associate. I love Kay Jewelry

All the Jewelers have excellent customer service.

Summer was great she answered all my questions

My favorite jewelry store w/ excellent pricing

Inside Willowbrook Mall. Always so friendly.

Summer provides the best customer service.