Highly recommend this store. Stefan & Tyler were absolutely amazing. I walked in to possible get a new wedding ring and they had me at hello. I found the ring of my dreams that my husband and I could not afford many years ago when we got married. These two gentlemen are top notch!!

Thought I’d take a look at engagement rings here since I had bought my girlfriend a necklace from them for Valentine’s Day. I walked in and there were maybe 2 other customers in there, none of the 3 workers said hello or anything. Then one of them disappeared and after 10 minutes of no service or acknowledgement I decided to take a look elsewhere. Glad to say Rogers & Hollands has a happy new customer!

The gentalman at the store Stesan helped me with a complicated return! We got it figured out and I bought a different ring. He showed me this beautiful ring that I didnt even know that was there(in my price range). I got my first beautiful diamond ring!!! Just wanted to say thank you so much! :)

Sometimes you just have a rough patch and start to think people have forgotten how to just be decent. Then you go to a place like Kay’s and it can completely change your outlook. I recently had a jewelry issue and received the best customer service I’ve ever had. The individual was sympathetic, understanding, and reminded me that there are still people out there who genuinely care. They have my business for the rest of my life.

I called Kay Jewelers West Towne Mall today after being told to by the “live chat agent” in order to get earring measurements. The picture online always looks much bigger than in person. When I called - a young lady named Nadine answered. I asked if she could please provide the size of the diamond earrings I was interested in purchasing. Because of covid, I did not want to make an unnecessary trip in person because of my Health condition. Nadine was quick to shut me down and said that the store did not have “tools” to measure the earrings. I replied saying “you don’t have a ruler to measure?” Then she proceeded to give me attitude and called me condescending. I was in shock of the rude, uncalled behavior and immediately asked to speak to a manager. The assistant manager Aaron, got on the phone and validated my feelings saying she was out of line and wrong - of course they can measure the earrings. I gave him the item number and he quickly measured the earrings for me and told me they were a quarter inch in diameter.Simple. That’s all I needed to know. I was going to spend my money with them and had my heart set on the diamond earrings but because of the ill-mannered, unprofessional misconduct of Nadine. I would never spend a penny with Kay Jewelers ever in my life! And I will be telling all my friends and family not to either.

I visited the store 3 times this year, Im a person who knows people have a bad day and give the benefit the doubt but all of my visits I felt unwelcome and the sales person seemed irritated on asking to view items. My daughter who is 14 even felt the awkwardness. At one point during my visit, I asked for advise on a band to go with my engagement ring and the guy only showed me 2 rings, just 2! I will never, EVER go back. If you a thinking of getting jewelry, Jared or tq diamond, they will treat you like royalty!

So about a year ago we bought what we thought was a gorgeous and good quality opal ring. It has broken twice within this year. First it broke within 20 days of me having it. Keep in mind I had just out my hand into the pocket of a hoodie, it did not catch on anything. I ended up losing the opal. Luckily, (I say that lightly) they had a new ring made with a new opal with no price added. Cool right? Well it took 4 months for me to receive this ring. We had spent 900 dollars on this ring... we were okay with this at first. Until another 4 months later it broke again. We are an hour away from this store and have not had the time to go right away. We finally get the time to go and are told there’s nothing they can do. When I took my ring in he used pliers to tighten the prongs....I could’ve done that myself (which I already had so I didn’t lose the opal again) as he used the fact that the ring was not broken since the opal was already in the ring when we brought it in, again. So we did not lose it. Basically being told to use super glue and pliers. I’m sorry but I should not be spending 900 dollars on a ring that has the quality of Walmart jewelry. I was then told I only had 30 days to return. Very deceiving considering they offer to fix a ring that has the same issue later on. Someone I had spoke with previously literally admitted it can happen due to manufacturers fault... you’d think they’d offer a refund when after a year of dealing with this and still being loyal. But no. I do not recommend. You have better luck buying at Claire’s or Walmart. No one has been helpful and I’ll I’ve been told is there’s nothing we can do. So I’m out 900 for a broken ring that I can’t wear in fear of losing the opal and the prongs breaking all over again. Poor company.

I recently purchased a gift for my son from Kays in west town mall. This was my second time doing business with them and what great experience. They were very willing to work with me with zero pressure involved. Peter and his team are absolute professionals and I highly recommend you give them the chance to earn your business.Matt B

I found the bracelet I had been looking all over the town. I got it for a great price. Service was also excellent!

Peter, the store manager, is great. He goes above and beyond to get what you want... and remembers his customers.Id prefer to spend my money where Im valued and respected. After looking at 6+ stores, Peter was the only salesperson who gave us that respect when we were engagement ring shopping.

This Kay jeweler was amazing!! The customer service was a 12 out of 10 they treated my husband and I like family! The entire staff made our ring buying process so easy and simple they never push or annoy you with anything except what your looking for! I am so happy we choose to go to them and my ring is absolutely beautiful!!!!

Pete, Chloe and Josh are great. I always enjoy my experience whenever they are there. Peter especially is always incredibly friendly and accommodating.

All of the associates who were part of the selection and buying process were extremely helpful. The amount of care they took to listen to what we wanted and were able to customize the jewelry to our dreams was beyond belief. They worked very quickly and didnt make us feel pressured at all. I would recommend them to everyone looking to build their dream ring.

I was blown away by the customer service!!!! I was going to stop shopping at Kays due to the east side customer service. They are terrible, rude and do not take the time to get to know you or truly help you find the perfect item your looking for. All they care about is sign you up for Kays card. The awesome experience I had at the west side I will drive the extra miles they care and help you find the perfect item not only that they treat you like family and care. My family had a great time with the manager he is great salesman who cares he helped us pick out an awesome wedding band when all we planned on doing is looking.

Excellent service and staff. I was helped by an amazing staff member named Austin who I cannot recommend enough.

I have been shopping at Kays for years and have always been extremely happy until my boyfriend and I decided to buy rings for one another which we paid a pretty penny for. Unfortunately, I had to have my ring sized and it came back completely bent. I bought not only a ring but a wrap to go around it. The looks of the ring was unbelievable. I was so upset at the spaces between and how it dipped from every angle, they were thinner in some areas than others, needless to say, I was almost in tears. I sent the ring back in to have it fixed and it didnt arrive on the day they told me it would, I had to wait another 3 days. I went today to pick up my ring and it is still bent in so many places. I am so extremely happy and they are willing to do absolutely nothing to make things better. They told me that I needed to have them soldered together in order for the rings to be straight. I did not buy these rings this way and for as much money as we paid for them, they should be almost perfect. You should not be able to tell that they just went in to be sized. You also buy wraps specifically for rings and they shouldnt have to be soldered together to make them straight. Awful experience ever. I will never step foot back in that store. Actually, I will to return our rings and take our business elsewhere. One of the associates also told me that he would be pissed off too if he made that big of a purchase and the ring came back looking the way it did. WOW!!!!!

Josh was knowledgeable friendly and courteous also very patient ad I had some difficulty making up my mind about two different rings she gave me great feedback Thank you Josh I will shop at kays again in the future

Me and my wife went there a week ago and they were excellent. They were patient and did all they could to make sure we walked out the store satisfied. Me and my wife will definitely be back soon. Thanks James & Josh!!!

I was very satisfied with the help . I would recommend kay to any one looking for engagement rings.

The customer service at the west side is great especially if you deal with peter, josh or Cassie

Love the Movado watch selection they have. Nice employees.

Theres a difference between open at 10, and, people arrive to open at 10. Hated showing up 5 minutes to 10, to find the store still wast ready for business at ten after. Ended up leaving. Good previous experiences.

UPDATE: The store manager called and apologized. He asked questions regarding the situation and the mess ups. I answered them truthfully and I hope his staff gets a refresher on customer service. I appreciate the phone call. So thank you for reaching out.---------------------------First, I just want to say Im happy I purchased my wifes ring at TQ and not at Kay first. Now to my ring. I ordered it from MN and picked it up in Madison. When it arrived I tried it on and it was too big. Wrong size. The guy immediately told me thats how its supposed to feel. I said no. He kept bickering so I just left since I was in a hurry. Few weeks later i decided to get it resized and it was free. Dropped it off and waited and waited for a call to let me know the new one is in. I ended up calling them 3 weeks later and it was already there (supposedly for over a week). I went to pick it up and again its wrong. I honestly wanted to just return it but the wedding was in 2 weeks so I couldnt. A week later I received a call and they said my ring was in. I said how? I already picked it up. I went back in for a third time and wow this one fit me!! Third time is charm, right?!? The second time the guy gave me the same ring I intended to get resized! He was an awful sales rep. Luckily when I got the ring correctly sized the lady there said sorry and made it right. The manager should definitely rethink his or hers staff. Awful experience. Now that my novel is complete, I want to leave the reader one thing. Leave this google page and type in TQ Madison. Go there! Excellent staff and no mess ups. My wife loves her ring and the service there.I doubt the manager will contact me or reply to this message. But if they do, I may edit the amount of stars. If not, so be it. They have lost all business going forward. Free marketing for them, gone.

My fiancé bought me a beautiful engagement ring at Kay’s in November 2013. The ring was beautiful, but I noticed that the center stone was crooked (it was surrounded by halo diamonds, making it even more obvious). We went to the Kay Jeweler’s in West Towne Mall in Madison, WI (where he bought it), and the sales lady was incredibly rude about our inquiries to fix it, making comments like “Yeah, we can send it in for repair, but that doesn’t mean that you won’t think they overcorrected it when you get it back.” So yeah, a little peeved at their lack of professionalism.We sent the ring in for repair (despite the saleswoman’s obvious disdain) and waited 2 weeks for it to come back. I was leaving for Christmas vacation the day it was due back, and Raymond (the manager and the salesman my fiancé bought the ring from) was very good about checking to make sure it was in. It turned out that it had not been sorted into the correct envelope by the employees, and he made the extra effort to find it.To be perfectly honest, Raymond is the only employee at this location who didn’t make me feel like I was an imposition. If I had the opportunity to go to another Kay location (which I did end up doing over Christmas), I would not return to this location again. If this Kay’s is the only location that is an option, ask for Raymond. I feel bad giving this location 1 star, but a store should have more than 1 employee that cares about customer satisfaction.

I purchased a Movado 800 Series Watch at Kay in 2008. The watch immediately broke and took two months to repair! Several months later it broke again and it took three months to repair! They blamed the lack of service on Movado, but Movado said they turn around repairs in two weeks.Now, after having my watch for just a month over two years the battery died. This is to be expected but we went there to have the battery changed and they tried to charge me $85.00 to have the battery changed even though I purchased the extended warranty. Once they looked up the warranty information - which I am certain they had in front of them to begin with, the said Oh yeah, we can have that repaired in two to three weeks. Which is exactly what they told me the first to times I needed the watch repaired and it took over two months!Im taking the watch the Wolf Kubly at Hilldale $7.50 while I wait, any type of watch every made.Stay away from Kay Jewelry and dont waste your money on their extended warranty.

My Fiance and I purchased the Leo Diamond from the West side location. We could not be more pleased with our service.

Very helpful.

Perfect