I have purchased jewelry for years from Kays without any issue and great service. Decided to purchase a watch a few weeks ago. Knowing little about watches I purchased a chronograph watch. I could not get it to work properly. After a couple trips to the store and no phone support from the manufacture, Kays staff at both the Pace and Cordova Mall locations gave a diligent effort to get the watch working. Fortunately, as I had not wore the watch, they were able to exchange it for a very similar watch of equal value. I must say I am much more satisfied with this working watch. Outstanding support from Kays staff!

Again im HERE 2 times a year to clean and certify jewelry im TOO afraid TO WEAR. Since the Pandemic Pandemonium started our downward spiral of unemployment and starving peoples. But the people there are really NICE. Even though theyre not allowed to touch anything until YOU take it out of the boxes 1st. 😢😢

Awesome place people are very nice and I love to get my jelwery from them

I was very weary seeing all of the negative reviews for this store, but after my experience I figured that the people that have a negative experience would take the time to go write a bad review. I got engaged in PA but go to college here in Pensacola and decided to get my ring resized down here. I was given a promise date 3 weeks from when I took it in. With hurricane Irma coming through my ring did not come in on the date... so I went in and asked about my ring on the promise date. The staff on hand was very friendly and told me that the shipments were a little behind because of the weather. They told me they would do everything to have it in by the next day and the manager even went out of her way to contact the shipping carrier to have it rushed. I was called the next day that my ring was in. I really appreciated the way everything was handled. And even though I was not contacted before hand that my ring would not be in on time I can complete understand considering it is such a huge company and they deal with so many customers. I LOVE MY RING!!!!

They dont know how to answer the phone . Ive been trying to call them for an hour and still trying

Best service ever.. Found exactly what I was looking for no hassle.. Definitely happy with the service and luv my purchase 👍

Went in yesterday to get my watch battery replaced. The woman behind the counter was condescending and actually said, Its not a Movado. No, its not an office or statement watch. Its a stainless steel water resistant 100 ft med price level watch, with a few diamonds. The female said shed have to put it in the cleaner because of COVID-19, and didnt know what kind of metals were used in the watch. Really?? Wonder why she couldnt just wear a pair of gloves? When I asked if they still honored their life time battery agreements, the employee was taken back. She indicated that in those circumstances the watch would be shipped off. Then, she tried to pass me off to another employee behind the register that was working with another customer. This female employee seems more interested in selling one time purchases, as opposed to real customer service. To make matters worse, the watch was a gift from my husband about 8 yrs ago, and he was standing next to me. As well traveled athletic retirees, we recommend customers take their business elsewhere.

I went in with my boyfriend to look for an engagement ring and my mom was going to join us after shopping at another store. We had been standing there waiting approximately 10 minutes for someone to help us. As soon as my mom walks in a red haired lady (associate) walks past us to go help my mom. 😒 (I’m 22 and my bf is 25.)

Won’t answer the phone at 6:29 pm they close at 7pm

I’d leave no stars if I could ...... ordered a set of earrings for in store pickup for Mother’s Day. They cancelled my order 4 hours later, after taking my money of course. Called the customer service line no one could explain to me what happened but I was told I’d have a refund in 24-48 hours. That was a lie .... called back again and was told it would be 3-5 business days ... well it’s now day 7 ..... still no refund.

Very helpful staff. Good customer service.

The women at the Kay Jewelers in Pace, FL were absolutely amazing! I walked in with no one hassling me. I told the women exactly what I was looking for and with no hesitation they helped me find the ring I loved and proposed with. Unlike other stores where they try to sell you something you dont like or cant afford these women here helped me pick exactly what I could afford and my new fiance loves. Thank you to the women and she loved the ring!

Service at this store is excellent. I also shop at other jewelry stores but Kays is were i always go back to due to service.

Went there today, and Lizzy was the lady that helped me out. Shes awesome and i will definitely return. Very knowledgeable and well spoken. thanks again Lizzy, Larry says hey

Be forewarned that these Kay employees can be deceptive in how they handle installment payments. Because my credit card did not have enough funds to cover the expense of the ring I was purchasing, I asked to pay through an installment plan. (I had adequate money in my savings account, but I wanted to earn extra points through my credit card.) The employee I worked with assured me that by opening one of their accounts, I could do this. However, once he had completed this transaction, he then explained that he had actually opened up a Kay credit card for me. The opening of this account greatly hurt my strong credit score and left a bitter taste in my mouth. Since Id clearly explained my financial situation, he should have at least suggested that I use my debit card to avoid this transaction. While this may be an isolated incident, Id strongly encourage you to avoid this Kay establishment, for they clearly take advantage of their customers.

I went here with my wife to get a wrap made for her engagement ring that we had got custom made from a Kay affiliate company with good experience so we had no worries having the custom wrap made here. We were wrong. After a pleasant initial encounter to design, order and pay for the new wring we received no communication for two months even though we stopped into the store in person to check on it 3 times. We were only told it had a promise date which is what we were told when we ordered it. So when the promise date came we went back a fourth time and were told that they could have a rendering to us in a week. This essentially meant to us that in two months they had litterally done nothing and we essentially gave them an interest free loan, because we got our money back despite their offer of taking a small amount off the price.Im sure they are fine if you want to buy some off the shelf shiny things, but dont expect much professionalism.

It all depends upon the person that serves you. I bought a gift for my wife and Christina helped me and she was absolutely fantastic. I suggest that if you go in there just ask for Christina.

Always ask for PETER! Can’t miss him - he’s got the best hair!!! He will take great care of you and make sure you have an amazing experience. Very personable and professional, along with funny and relatable. He will make sure you’re experience with KAYS is far more than exceptional.

If I could leave no stars I would. I came in to look for an engagement ring and explained my price range was 250-500 explained what I was looking for and the associate showed me a 25 dollar ring I didn’t like it at all I was nice about it and explained again what I was looking for and then she showed me rings with no stones after that she told me I would be better off looking at jcpenny that would be more in my price range umm I have shopped at kay for many years and have gotten things for myself and others under 500 before I felt put down and I felt ashamed. I will no longer shop at kay ever again and recommend my friends and family to not shop here any longer the customer service is completely awful what was said to me was completely rude and made me extremely upset

The employee that tried to assist me was very friendly and polite. I took my lunch break to get a ring sized and a stone replaced. The kay outlet in Foley has great customer service and I have been very pleased with my experiences there. This kay jewelers wasnt as helpful. After 15 minutes the associate was still trying to key everything in the tablet and kept going back to the same line. She asked the person with her for help after she finished with her customer. Instead, that associate helped the next person that walked in looking to buy. I called customer service who literally told me maybe that customer was more aggressive. No, the customer had just walked in and hadnt said anything, even so, if they were aggressive, that means they are more deserving of help than someone there before them? I am not very satisfied with lack of service and an excuse that was not only invalid, but absolutely asinine, if kay rewards aggressive customers with better service.

I don’t know about the negative reviews but our service was exceptional! Tania helped my wife and I found the perfect upgrade wedding ring for our upcoming anniversary. She also helped us find two bling watches. The process was smooth and not once did ever feel pressured or deceived into purchasing our our items. Tania showed that she cared about our budget and that meant a lot to me and my wife. Thank you Tania and Kay Jewelers!

Ive always went to Gordons.My girlfriend goes to Kays. I purchased a bracelet for her from Kays. There was an issue with it. I was expecting a typical run around.There was no run around. The ladies there stepped up and exchanged it. I am very impressed with Kays and the amazing employees. Because of these ladies, Kays just got another faithful customer. I will be telling all of my customers. Thank you.

My boyfriend went in there to go look at rings and he was told that he was too young to be making a commitment like that! So rude! And he was looking to buy. We definitely won’t be shopping there

Went to have a wedding band fixed said 7 to 10 days. Was called and told they had to order a new one because it couldnt be fixed properly.Four weeks passes i called was told they had to remake the ring. Then they sent the ring to a store in Ga I live in florida.They got the ring and called me to pick it up.I arrive I was told they called me prematurely because it was suppose to be a size 8 and they sent it as a size 10.Was told it would be here this week still no call .

This store is killing me. Bought a Leo wedding band for my wife. Every year I have the inspection performed. Right after the last inspection about 7 months ago the diamond came out. Brought back to store and no record of last or any inspection on file buy they remember us bringing in. Long short is they sent off to get replaced. They tried to replace with a lesser quality diamond. Its ow been 7 months and no updates and cant get Penscola store to answer the phone. Did I mention the service here is terrible. 3 days in a row tried calling store. Ring, ring, ring, ring. No pun intended.

Horrible customer service. Ive had to send my ring back 10+ times in a one year period due to crappy craftsmanship. Everytime I come in the works are rude and take forever to acknowledge you even if you are the only customer.

Rude people, me and my wife tried to look for a ring but nobody helped us since we didnt look like the other customers who dressed up in business attire. We didnt look bummy neither, just casual I mean its inside the mall. Two available staff just look at us and when I asked question one was rude so we went to Zales instead.

Customer service here is horrible. There is always some issue with purchases. Today wrong ring ordered, under wrong name and essentially called a liar when addressing issues. Associate kept referring to me as hey buddy, sorry buddy. What kind of business is this? Kays in Fort Walton leaps and bounds better. Manager of Pensacola Kays should be fired.

My boyfriend has a Kays card and that is the only reason I shop there. Every time I have gone into that store or called I have been treated like I was bothering them with my questions and calls. Theres only one person I have ever had a good experience with there and I didnt get her name but I know her face. Id recommend to go elsewhere. I work in Customer Service and I would never treat anyone like they were bothering me asking questions, its part of your jobs. Also we went to get my ring sized and when they first did it they screwed up the metal so I had to send it back to get fixed took 2 1/2 weeks to get it back both times. This last time it took a little over 3 weeks to get it back it was a simple fix, one of the hearts was bent just a hair and we called to see where it was and they said it was getting sized to be bigger. WRONG!!!! Thankfully it came back the right size and nothing was wrong.

I stopped in today to have my ring and earrings inspected for their warranty. Saleswoman insisted I needed an appointment even though they were not busy, and would not make me an appointment for the current time. Do not buy jewelry here, as they do not make time for their customers.

I bought my fiance ring and needed to be resized. So they made my promise date on 11/12/2015. So on the 15th I had to call them to ask where my ring was. They shipped it to Destin I,stead of Pensacola and it had been sitting there for a week. Now I had them sauder the ring and band. Its 4 days past the two weeks they promised it would be done. They are just ridiculous

Completely ignored as we were waiting to be helped,and watched as the employees went and helped others who had just walked up. Waited 10 minutes and wanted to actually buy a piece that we were looking at, oh well its their loss

Service becomes horrible after you buy. I had the most horrible saga with a ring here, from them sending it for sizing right after I bought it and forever after that.

Guess I didnt look like the right kind of customer, I wasnt even spoken to by the 3 people working.

Always cleans and inspects all of my rings. Never had an issue with personnel nor pricing.

Very friendly and helpful staff.

I have never been here but i have had some kisses. False advertising?

Terrible employees. Dont go to this store. Customer service terrible .go to a different store

Great reasonable price LEO

On time n done right

Horrible service. No one never answer the phone. The wait is ridiculous.

Great experience!! Will be back for sure !!!

Great Customer Service