I am confused. Wife and I our frequent customers. Note to the public. You have to wait in line, busy employees probably will not answer on the first ring ( more than likely helping my wife or myself spend well invested money), unlike the amazing selection and quality at Kay’s it seems most are use bargain online shopping from the faceless drones who treat you like a number. Now I know you think the customer is always right. Go somewhere else and believe it or not. Your mom maybe the only one. Who thinks you are special she bought your present from Kay’s.

Absolutely TERRIBLE TERRIBLE service. I recently just moved to the area and was so excited to see I had a Kay jewlers near me at the creekside plaza, especially since my ring was due for an Inspection and cleaning. Normally when I take my ring in to have it rhodium dipped and deep cleaned i m sad to leave ot because I hate going two weeks without my wedding ring. But this time walking into the kayd at creekside i was more than just a lil sad. I was uncomfortable and weary. I did not feel like I was leaving my ring in good hands. The employee who helped was unprofessional and frankly rude. I worked for kay jewlers before for two years, so I know how we were expected to behave and treat customers. It has been more than 2 weeks since I left my ring to be cleaned and they had yet to call me. My ring was suppose to be back 2 day ago. I take it upon my self to call them to where my ring is and they refuse to answer the phone. There are times when the phone will ring 2 times before it hangs up and other times it will ring 6 or 7 timea. Therefor I know someone is deliberately ignoring the phone call. Them I come home and attempt to call the store again from my husbands phone and they finally answer. Come to find out, once they finally answered that my ring had been back in the store but no one bothered to contact me to tell me. This is very unprofessional and will never be stepping foot in this particular store again .

I drove from san antonio to new braunfels to get a watch battery replaced. I had purchased a lifetime watch battery replacement plan from kays. First i tried the kays location at the forum. Lady told me to leave my watch for three days. It doesnt take that long so i went to new braunfels location.lady tinkers with my watch for a few minutes and says cant get the back off sorry and then that was it. Says i know a guy at heb that will do it for 10 bucks. I paid something like 16 dollars for a lifetime battery replacement. That doesnt make sense. Went home got a pairing knife the back came off just like that. Got a battery from walmart and replaced myself. Dont buy a battery replacement from kays.i took the paper i had kept for proof of lifetime replacement and tore it up and threw it at the door. Bottom line if youre not buying a 9000.00 dollar ring they dont have time for you.

The associates were very helpful and very friendly

Kay jewelers were warm, welcoming and made me feel extremely confident in my purchase.

I have always enjoyed every one of my visits to the Kays in this area. Every time I come in Im greeted by friendly faces and helpful insights. They always have and idea to what Im trying to find and help me out the best I can. 8 out of 10 times Im usually able to find exactly what Im looking for and if not they can actually order it for me. I do recommend them for your jewelry needs.

Horrible service. My wife walks in, keep in mind, she’s a card holder for them. Completely ignores her and treats her like she shouldn’t be in there. Do not come here.

Yesterday evening as I left work I needed a battery for my watch it was literally five minutes before closing time and two very nice women were there to help me they looked so exhausted but yet didn’t have a negative thing to say about it being closing time or helping me. Thank you ladies for helping out! You both Rock!

Worst customer service I’ve experienced. Over a mixup of a skew number, we went to just get our wedding rings sized when she says there was a mixup in numbers from when I originally purchased it over 6 months ago. Now they refuse to give my wife her ring back because over their mishap. That was a gift to my wife. We shouldn’t have to feel the consequences of this. Poor management and irresponsible. Cops will be involved.

I really wish I could give this place zero stars. After a couple weeks of checking to see if they were open, I finally see on Kay’s site that they are. Then I go, but they are closed with no sign up showing any hours or days. So I call corporate to ask, and are told that they should be open. They next day, I finally get ahold of the manager, who tells me that they they are only open certain days due to staffing issues from covid. I get that, but when I tell her to put up a sign with the hours, she says she doesn’t have one. So when I told her to write it down on a piece of paper and tape it in the window, she told me not to be rude and hung up on me. So then, I call corporate again to complain about her, and what happens? Nothing. I went through another store manager and they filed a complaint for me, I repeatedly tried to get some kind of follow up, and nothing. Not an email, not a phone call. I refuse to give my business to a company that feels that it is perfectly acceptable to take my money and then treat me like garbage. Now I truly regret the thousands of dollars that I have given them over the past few years. I am paying off and cutting up my Kay’s card, and I will never give another dime to this absolutely horrid company ever again.

Y’all are very professional and helpful. Unfortunately there was an irate customer but handle the situation very professional.

This store is notorious for lying. I called in and asked them to hold an item for me, the lady on the phone took down my name and number and repeated it so I know she did. I told them I’d be in at 7pm to pick up and purchase the item I wanted held. I was 2 hours away! Came in and asked them to get it for me, only for the lady I spoke to to tell me that when we got off the phone the other Salesperson was actually selling it and couldn’t do anything about it, or not even call me. I told her you literally took down my name and number are you seriously going to try to lie? She basically didn’t think I was really going to come in and sold the item I wanted her to hold from under me. TERRIBLE CUSTOMER SERVICE AND A TERRIBLE LIAR AT THAT! Next time if you want to lie come up with a better one.

I’m so glad my husband bought my jewelry from the Kay’s here in New Braunfels. They are always so helpful and so nice! Cindy and Amanda are amazing and so friendly!!! They went above and beyond to help me with my issue today. Wow!!! Thanks so much!

Bought a few pieces from this location. Staff had always answered my questions and let me look as I wanted. So far they have never pushed me to buy this or that. I take my jewelry back every 6 months for cleaning and inspecting which they provide as part of buying the jewelry and the lifetime warranty it has as long as you keep up the 6 month inspection. They also allow for re-platting of our silver jewelry bought here, which has kept the jewelry looking new after each time brought in.

If I could give zero stars I would! My fiance proposed to me with a ring from Kay on Christmas, we took it in about a week and a half later for it to be sized. Two days before we were supposed to pick it up(mind you we gave them my ring about 10 days prior) we got a call from Kay saying that the package with my ring in it was presumed stolen. We got in contact with UPS who is the carrier for Kay. They were extremely helpful and within 24hrs told us that they located the package and it was in lost and found because Kay never put a ship to address on the package. Fast forward a couple days, Kay tells us that because it was located and everything that it would be sized and back in about a week for pick up. Yay! Problem solved right?! NOPE! Today, we get a call from Kay saying that the ring is still supposed to be back in a couple days from sizing but we will not be able to get it because it is now a part of an in house investigation. So, about 3 weeks after weve entrusted my ring to them, they are telling us we cannot have it. MY ENGAGEMENT RING THAT WE PAID FOR! Moral of the story, Kay lied to us TWICE and now we have no idea when or if I will ever get my ring back all because someone couldnt put a sticker on a box. They have been zero help and have shown little to no sympathy. Youd think that a jewelry store would be more understanding of the sentimental value of the items they sell. By the way, at least 13 other people are now going through the same thing as their jewelry was in the same package as mine. Do yourself a favor and take your business anywhere else. The last thing you want is to go through a heartache like this.

Great atmosphere and friendly people

Staff are knowledgeable, friendly and very attentive to you. They will take whatever amount of time you need to make a valuable decision regarding your purchase.

Yall are my jeweler

It was a great visit. We had a question about an item and they didnt know but got back to us with in 5 minutes.

Not worth the time or the money I wish I could put a negative start on here. I will never to back to Kay for anything. They messed up on my credit card and tried to rip me off and said I bought something when I never did. Did a wrong exchange I mean th e list goes on.

I had an amazing experience at this store. My husband bought me a Bulova watch for Christmas. Unfortunately, I had to get it sized. So I did an internet search for a jewelry store and Kays was the closest to our house. So I drove over there and asked to get some links removed from my watch. The associate asked me if I had purchased the watch from Kay, and I said no. Then they started removing links from my watch. As I was looking around the store, I saw that they sold Bulova watches there. If you purchase jewelry from Kays, you get a free re-size. So I asked if I did indeed find out that my watch was purchased from Kay if I could get the resize fee reimbursed, and they said yes. So I was happy, and again started window shopping for future gifts at the store. I really enjoyed talking to the sales associates so much that I actually didnt mind paying the $19.99 watch re-size fee. When it came time to pay, they told me not to worry about paying for the re-size because they said that my husband probably did buy the watch from Kay. I thought, WOW! What impeccable customer service. I have actually never shopped at a Kays before, but they now have a customer for life. In a day and age where customer service is practically non-existence, I am so happy to have stumbled into Kays to see that people are genuinely good people, and not out to nickel and dime everyone.

My diamonds are nice and shiny now!

New Braunfels. Kay Guarantee isnt worth it. My watch I purchased has been having problems I took it in again and they said they can send it off and charge me for it. Spent so much with this place couldnt believe this. I will never spend another penny here.

Excellent Customer Service

Do these people ever open on time??