Kay themselves customer service wise is good. The quality of work their repair guys do is no so good. I purchased my now fiancés engagement ring from here and regret it. I placed a custom order with them waited 6 weeks to only get it and have a stone fall out the next day. The ring itself looked off. Not happy at all. I was told it would take another 6 weeks to get it redone which I thought was outrageous given I've already waited so long. I asked for a refund since it was nothing like I wanted and I was refused a refund at first by customer service. I explained my whole situation and after 3 days of complaining and pleading with them that it was unfair to accept the money I paid to give me a ring that was nothing what I expected. A guy named Rick in customer service and Chris and jeneya hopefully I spelled her name right went ahead and approved it which I thanked each one for doing this. Again Kay themselves is good but the custom designers they have and repair guys are no good. It's safe to say I'll take my business elsewhere.