Complaints

This profile includes complaints for Signet Jewelers's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Signet Jewelers

  375 Ghent Rd Fairlawn, OH 44333-4601

  
• 

  Kay Jewelers

  1207 N Court St Medina, OH 44256-1581

  
• 

  Kay Jewelers

  4288 Kent Rd Stow, OH 44224-4325

  
• 

  Kay Jewelers Outlet

  549 S Chillicothe Rd Ste 270 Aurora Farms Premium Outlets Aurora, OH 44202-7804

  
• 

  Jared Galleria Of Jewelry

  693 E Boughton Rd Bolingbrook, IL 60440-2256

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased the ring for my wife and our 20yr anniversary this year. I got the wrong size and need it to be 8.5. Currently it is 7. I have tried to get the ring sized at the Tulsa, store and online. They say because I did not purchase the warranty, they will not cover the cost to resize the ring

  

  Business Response

  Date: 06/25/2025

  June 25, 2025
  
  ****** **********
  *** ************ **
  ******** ** *****
  
  *** *** **** * ********
  
  
  Dear ******,
  
  We appreciate the opportunity to respond to your concerns about your wife’s
  anniversary ring and the disappointing service you received from our company.
  We apologize for your dissatisfaction with this matter. We appreciate your
  feedback about your experience and will work to improve how these types of
  issues are handled in the future.
  We are sorry to hear that you selected the
  wrong size ring during your online purchase. As we have explained to you,
  without the purchase of an Extended Service Agreement (ESA), you are
  responsible for the repair fee to resize the ring.  You have up to one year from your purchase to
  buy an ESA. The ESA would cover sizing for the lifetime of the ring as well as a
  onetime free engraving, repair work that may become necessary during normal
  wear and tear, and replacement if the ring is determined to be unrepairable. For
  more information, please visit our website at **********************************************************************.
  Any of our stores can assist you with the purchase of the Forever Cherish
  Lifetime Protection Plan.
  We apologize for the inconvenience you
  experienced in this matter and hope you will allow us to provide you with the
  service you deserve in the future.
  
  Sincerely,
  
  ***** *****
  Customer Connection Center
  
  cc: Better Business Bureau

• Initial Complaint

  Date:06/17/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to lodge a serious and urgent complaint regarding the theft of my ring during a service appointment at Zales (****** ****, MA) on Feb 7, 2024, and the negligent, evasive behavior that followed. The store manager, ****, promised accountability but instead concealed the truth, protected the employee involved, and took no meaningful action. I've since learned both are no longer employed there—validating my concerns—yet I remain disregarded and uncompensated.
  
  I brought multiple pieces in sealed bags for routine inspection, as I have for years. The associate assigned to help me was rude and accusatory, questioning why I owned so much jewelry. She rushed the process, ignored order and protocol, disappeared with a bag, and returned without explanation. I expressed concern to ****, who gave me her number and told me to follow up.
  
  When I discovered a ring missing, I contacted her immediately. She ignored calls, delayed responses, and deflected. The associate rudely hung up on me. I filed multiple reports with Zales corporate and was repeatedly told it was being "escalated." No one contacted me. I was later told surveillance showed “nothing” — footage I was never allowed to see. Despite once admitting such losses are usually reimbursed, **** reversed course, stating Zales would do nothing.
  
  I was denied any contact with senior managers and told, “We’re not spending any more time on this.”
  
  My demands:
  
  Immediate replacement of the stolen ring (with documentation and photo available).
  Formal written apology from Zales.
  Full disclosure of your internal investigation.
  Concrete policy reform around customer property and inspections.
  This has caused extreme emotional distress and wasted countless hours. If I receive no resolution in 15 business days, I will pursue legal, regulatory, and public channels to hold Zales accountable.

  

  Business Response

  Date: 06/30/2025

  **** *** ****
  
  
  
  **** ******
  *** ****** **** ****
  ******* ** *****
  
  
  *** **** * ********
  
  
  **** **** *******
  
  We
  appreciate the opportunity to respond to your concerns regarding your missing
  ring. I am sorry to hear of your experience.
  
  I researched your concerns and found your concerns have been
  investigated by my associates ********* and ****. Their notes indicate the
  store’s management team was contacted and they informed my associates they had
  notified our Loss Prevention Team of your concerns.
  
  Our Loss Prevention agent visited the store and reviewed the
  videos from February 7, 2025. Their investigation shows each item was
  methodically inspected and returned to either you or your husband in the same
  bag it was given to them. Each item was then put into a small, open-ended
  shopping bag, that you brought with you, by your husband.
  
  The store’s management team checked all the surfaces and the floor;
  no items were found. Our Loss Prevention Team found no wrongdoing in the videos,
  intentionally or otherwise.
  
  The details of the investigation and findings were sent to
  you via email by **** at your request.
  
  I apologize for the inconvenience this
  has caused.
  
  Sincerely,
  
  ***** *******
  Specialist, Customer Connection Center

  Customer Answer

  Date: 07/07/2025

   I am rejecting this response because, I was not given any evidence of the claims made by the business. I am requesting a copy of the surveillance video - which is my right 
  
  

• Initial Complaint

  Date:06/14/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 12, 2025 I upgraded my engagement & wedding rings myhusband and I were renewing our wedding vows. I purchased another wedding set approximately $6,500 as the purchase amount needed to be double the original purchase price. On June 4th, I decided to return that ring and purchase a lab created diamond ring (same price range) which was the ring my husband liked for me during our initial store visit on May 12th. Upon our vow renewal which occurred on June 12th I saw the lack luster and sparkle that the lab created diamond had. On June 14th upon our return from ** where we renewed the vows, my husband contacted the Algonquin, IL store where we made the purchase, he spoke with ***** and was told the store would allow the return/exchange however we needed approval from customer service and she proceeded to give him the customer service number. We called and asked for a call back, they returned our call twice however the connection to an agent would not go through. Upon our third call, we decided to stay on hold, after an hour and a half we finally reached an agent and explained what we wanted, we were placed on hold while they contacted the store, we were then told the assistant manager ****** refused a return or exchange, we advised her that we had contacted the store earlier and they approved it and said they only needed customer service to approve. We then decided to go directly to the store, my husband went in and was abruptly told that they did not approve a return or exchange and that was the end of it. My husband offered to spend more money on a ring and said all we wanted was a natural mined diamond and not lab created, ****** said no, absolutely not, she would not exchange the ring. After leaving we again called customer service and were told that returns or exchanges were at the discrepancy of the store and they had nothing to do with it, which was not what we were originally. The exchange is within the 60 exchange policy, ****** refuses to accommodate

  

  Business Response

  Date: 07/02/2025

  July 2, 2025
  
  Darlene
  Engvall
  6312 Juniper
  Dr
  Wonder Lake,
  IL 60097
  
  
  RE: BBB Case 23470599
  
  
  Dear Darlene,
  
  We appreciate the opportunity to respond to your concerns regarding your wedding
  set and the disappointing service you received from our company. We have
  forwarded your service concerns to the district manager responsible for the Algonquin
  store and management of the Customer Connection Center to address with the team
  members involved. We welcome your feedback about your experience and will work
  to improve how these types of issues are handled in the future.
  According to our records, you purchased a
  wedding set on May 12, 2025 and exchanged it for a different set on June 4,
  2025. When you attempted to exchange the second set, both the store and the
  Customer Connection Center said that it was beyond our return and exchange
  policy. As a gesture of goodwill, we will allow a final exchange for the
  wedding set. Please call our Algonquin store at 847-458-5247 to set up an
  appointment with store management to assist you with the exchange.
  We apologize for the inconvenience you
  experienced in this matter and hope you will allow us to provide you with the
  service you deserve in the future.
  
  Sincerely,
  
  Vicki Copus
  Customer Connection Center
  
  cc: Better Business Bureau

  Customer Answer

  Date: 07/03/2025

   Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23470599, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:06/14/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I want a full investigation and compensation. I left a 21k gold necklace at Kay Jewelers for fixing/repair, and it was sent out to another store without my permission. It was returned altered and now tests as gold-plated, not 21k. I am requesting either (1) my original necklace returned, or (2) full compensation for the lost 21k gold necklace, based on current gold market value.

  

  Business Response

  Date: 06/24/2025

  June 24, 2025
  
  ******** ********
  ************ ** *****
  
  **************************
  
  *** *** **** * ********
  
  
  Dear ******** *********
  
  We appreciate the opportunity to respond to your concerns about your gold
  necklace and the disappointing service you received from our company. We
  apologize for your dissatisfaction with this matter. We appreciate your
  feedback about your experience and will work to improve how these types of
  issues are handled in the future.
  According to our records, ***** ******* who
  has authorized us to speak with you on this matter, brought a gold necklace to
  our store to have a new clasp added and a break repaired. Because we do not
  carry 21kt gold, he gave us permission to use an 18kt gold lobster claw clasp,
  o rings, and solder. We would like to clarify that our store does not have
  in-store repair shops, and your necklace was sent to a Design and Service
  Center within our company.
  We have attached take-in and pick-up photos
  of your necklace. Your necklace is a unique design that our company does not
  carry. We have no reason to believe that this is not your necklace. The only
  work our repair shop performed was to solder the break, and add the new clasp
  and the o rings, and clean the necklace. The original clasp pieces were
  returned to you. We can’t explain why a pawn shop would claim your necklace is
  now testing as gold-plated. We understand that you are working with a case
  specialist who is investigating your concerns. Once the investigation is complete,
  we can discuss a resolution.
  We apologize for the inconvenience you
  experienced in this matter and hope you will allow us to provide you with the
  service you deserve in the future.
  
  Sincerely,
  
  Vicki Copus
  Customer Connection Center
  
  cc: Better Business Bureau

• Initial Complaint

  Date:06/14/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On the day of the transaction, I visited Kay Jewelers intending to purchase a necklace for my wife. I found a bracelet and asked about a matching necklace. The associate informed me it was not in stock but assured me they could create one by linking multiple bracelets together. Based on this, I agreed to purchase six bracelets with the understanding they would be professionally altered into a necklace that resembled the intended design.
  
  When I received the item, I was extremely disappointed. It did not lay flat like a proper necklace and constantly flipped when worn. The solder joints were uneven and poorly done, showing a lack of craftsmanship. The result was not a wearable necklace and did not serve its intended purpose.
  
  I returned to the store and voiced my dissatisfaction. I made it clear that if it couldn’t be properly modified into a functional necklace, I expected a full refund. The store agreed to send it back for repair.
  
  After the second attempt, I was told no further improvements could be made. I again requested a full refund since the product was defective and didn’t match what was promised. Despite verbal assurances, no refund was processed.
  
  It’s clear I was misled into making a larger purchase based on false promises. I never received a proper necklace, only a poorly modified item unfit for use. I believe this situation is deceptive and unfair. I respectfully request a reversal of the charge and a full refund for the amount paid.

  

  Business Response

  Date: 07/03/2025

  **** ** ****
  
  **** *****
  **** ** **** **
  ***** ******** ** *****
  
  
  *** *** **** ********
  
  
  **** *****
  
  We appreciate the opportunity to respond to your concerns regarding your necklace
  and the disappointing service you received from our company. We have forwarded
  your service concerns to the district managers responsible for the Coral
  Springs store and the Design and Service Center that worked on the necklace to
  address with the team members involved. We welcome your feedback about your
  experience and will work to improve how these types of issues are handled in
  the future.
  We regret that your necklace was not to your
  satisfaction. As requested, we have refunded the $213.99 repair charge. Please
  allow approximately 21 days for delivery of the check.
  We apologize for the inconvenience you
  experienced in this matter and hope you will allow us to provide you with the
  service you deserve in the future.
  
  Sincerely,
  
  ***** *****
  Customer Connection Center
  
  cc: Better Business Bureau

  Customer Answer

  Date: 07/07/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:06/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  While in the possession of Kay’s further damage Was caused to my ring ( 10 year wedding anniversary ring) which is now 30+ years old. The ring now is deemed unfixable and Kay’s will only give me $2500 to swap for another ring. I’ve found a pre-owned ring online that we like near the price point set but Kay’s has declined the exchange request saying they can’t allow the advertised price. I’ve been waiting several weeks waiting on and trying to work with customer service but I’ve yet to get any resolution.

  

  Business Response

  Date: 06/27/2025

  **** *** ****
  
  ***** ******
  **** ******** **
  ************ ** *****
  
  *** *** **** * ********
  
  
  **** ******
  
  We appreciate the opportunity to respond to your concerns about your anniversary
  ring and the disappointing service you received from our company. We have
  forwarded your service concerns to the district managers responsible for the
  Greenville store and the Design and Service Center that worked on your ring to
  address with the team members involved. We appreciate your feedback about your
  experience and will work to improve how these types of issues are handled in
  the future.
  We understand the importance of your anniversary
  ring to you and your distress in this matter. As stated on our repair tickets,
  if an item is damaged during repair, we offer replacement merchandise up to the
  customer stated value recorded on the repair slip, which in this case was
  $2,500.00. According to our records, management from the Customer Connection
  Center left a voicemail for you on June 24th, and we are currently waiting on a
  return call to assist you. Please return the call at your convenience so that
  we can assist you with a resolution.
  We apologize for the inconvenience you
  experienced in this matter and hope you will allow us to provide you with the
  service you deserve in the future.
  
  Sincerely,
  
  ***** *****
  Customer Connection Center
  
  cc: Better Business Bureau

• Initial Complaint

  Date:06/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered an item online because it stated it would arrive at the jewelry store on Thursday, June 12, 2025. I waited until friday to stop at the store to pick it up and they told me it wasn’t coming in until Monday afternoon. I explained to the customer service rep that the only reason I ordered it was because it would get there before the weekend, I could take it to church on Sunday to get blessed by the father before my 75 year old father underwent surgery Monday morning. The negligence of Kay and their false promise of the item arriving on Thursday has left my family devastated. The only thing I could get from the rep was I’m sorry there’s nothing I can do. This is unacceptable as the item will come in 4 days after the promised date. If I had known this I would have NeVER ordered it online.

  

  Business Response

  Date: 06/24/2025

  June 24, 2025
  
  ***** ***********
  *** ******* ***
  ***** ***** ** *****
  
  *** *** **** * ********
  
  
  Dear *****,
  
  We appreciate the opportunity to respond to your concerns about your online
  order and the disappointing service you received from our company. We apologize
  for your dissatisfaction with this matter. We have forwarded your service
  concern to the district manager responsible for the Cedar Hill store location to
  review with the team members involved. We appreciate your feedback about your
  experience and will work to improve how these types of issues are handled in
  the future.
  We regret that your order was lost during
  transit and didn’t arrive at the store. Your order was refunded, and the specialist
  that you are working with has offered a discount on a new order.
  We apologize for the inconvenience you
  experienced in this matter and hope you will allow us to provide you with the
  service you deserve in the future.
  
  Sincerely,
  
  ***** *****
  Customer Connection Center
  
  cc: Better Business Bureau

• Initial Complaint

  Date:06/13/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my 2-year-old daughter to have her ears pierced at the Banter site at the Capitol City Mall in Camphill PA
  two women pierced her ears (one on each ear at the same time). The women on her left ear the gun did not work properly, and the gun was hanging from my 2-year-olds ear until she got it undone. I witnessed this as did my husband and my 11-year-old other daughter. This gun is what pierces the ear and clips the earring in. The earrings they use to pierce have a special back that makes it like a safety lock that they can't be easily removed or fall out. A few days later the left earing fell out and was lost. They were small diamond white gold earrings. I believe when the gun didn't work and was hanging from her ear it did not clip the earring on correctly, so it easily fell out.
  I paid slightly over 100.00 for the earrings. When I called the store to explain and ask for a replacement I was basically told they made no error so tough luck.
  I then called customer service. I was given a case number and told I would be called back. Three days later I was never called. So, I called again. They said it was still being reviewed, and I would here back in 3-5 more days. That was over a week ago. I am not sure what is so hard about an error clearly happed and as a result the earring fell out and it costed me the customer a loss of roughly 100.00. For a company so large you'd think it would not be so hard for them to simply send me a replacement pair. Very poor customer service and no resolution or even call back at this point.

  

  Business Response

  Date: 06/25/2025

  June
  25, 2025
  
  
  
  ******* ********
  *** ******** ****
  ****** ** *****
  
  
  *** **** * ********
  
  
  Dear
  ******* ********,
  
  We appreciate the opportunity to respond to your concerns
  regarding your daughter’s ear piercing. I am very sorry to hear of the
  difficulties you and your daughter experienced.
  
  I researched your concerns and see you
  are working with my associate, *****. According to *****’s case notes, she
  provided you with a gift card for the amount needed to replace the missing
  earring.
  
  I apologize you were not provided the
  correct time line for a call back. To receive a call back for an escalation, it
  can take up to 14 business days. This concern will be forwarded to the management
  of the associates involved.
  
  I am very sorry for the difficulties
  you and your daughter encountered. If you need any further assistance, please
  contact ***** as she is most familiar with your case.
  
  I apologize for your experience and
  the inconvenience this has caused.
  
  
  Sincerely,
  
  ***** *******
  Specialist, Customer Connection Center

  Customer Answer

  Date: 06/26/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

• Initial Complaint

  Date:06/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Dec 30, 2025, I took my custom dog tag pendant in to see if they could high polish the front of it that reads SEMPER FI on the front of it. **** ******** **** ******* ** ****** ** ** *********** ** ****** ***** *****)
  After not hearing from them for a few weeks, I decided to stop by the store. They had received the piece back from the jeweler, but it was awful shape. You could see where they tried to buff to create the high gloss shine and created blemishes/ imperfections on the gold pendant. ******* (current store manager but wasn’t the manager at this time.) said that if I wasn't happy with the service that they would remake it. I stated, “I’m not happy with service and yes, I would like it remade”.
  I meet with the District Manager *** ******* (female) who stated, I think this looks better than before. I was like Ma'am I’m not happy with the service that was provided. I stated that your staff said it was going to be repoured. She stated I'm not going to have it redone. I told her that this custom piece was made by Kay's, and I also paid for the extended warranty. So please explain to me why it can’t be replaced, after all you all damaged it.
  Another Store Manager **** (which is no longer employed with company) said that they would remake it as well. He called and left me a message on 28 Feb 25, telling me to come to the store. Went there to meet with him the next day (1 Mar 25), he wasn’t there and the District Manager and said " didn't I tell you before it wasn't going to remake it. I left the piece there. My custom pendant is still at Kay Jewelers, and I don’t plan on picking it up until they have agreed to replace the pendant that they damaged. I have been a consumer of Kay Jeweler’s jewelry for many years and have spent thousands of dollars.

  

  Business Response

  Date: 06/23/2025

  June 21, 2025
  
  ******* *******
  **** ******** ***** **
  ******** ** *****
  
  *** *** **** * ********
  
  
  Dear *******,
  
  We appreciate the opportunity to respond to your concerns about your custom dog
  tags and the disappointing service you received from our company. We apologize
  for your dissatisfaction with this matter. We have forwarded your service
  concern to the district manager responsible for the Knightdale store location to
  review with the team members involved. We appreciate your feedback about your
  experience and will work to improve how these types of issues are handled in
  the future.
  Thank you for your service to our country. We
  understand that our district manager recently contacted you and agreed to have
  your custom dog tag remade.
  We apologize for the inconvenience you
  experienced in this matter and hope you will allow us to provide you with the
  service you deserve in the future.
  
  Sincerely,
  
  ***** *****
  Customer Connection Center
  
  cc: Better Business Bureau

• Initial Complaint

  Date:06/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a bridal set in 2022. I also paid ***** for the warranty. One of the stones fell out. Now they tell me that is sapphire and the warranty does cover sapphire stones. This is ridiculous I what them to make this right.

  

  Business Response

  Date: 06/23/2025

  June
  23, 2025
  
  
  
  Gene Hidalgo
  101 Sagebrush Dr.
  Lafayette, LA 70506
  
  
  Re:
  Case # 23459092
  
  
  Dear Gene Hidalgo,
  
  We
  appreciate the opportunity to respond to your concerns regarding your repair
  and warranty.
  
  I am very sorry to hear your ring is in need of repair. I
  am unable to locate a purchase or repair in your name with the address, phone number
  and email address you provided.
  
  You can view the terms and conditions of our Lifetime
  Diamond Commitment and our Lifetime Jewelry Protection Plan at the following:
  
  https://www.zales.com/protection-plans?icid=ZAL:FOOTER:PROTECTION_PLANS
  
  If you have further questions I am happy to look for your
  purchase; however, I will need an approximate date of purchase, the address and
  phone number used at the time of the purchase, and the location of the store
  where the purchase was made (city, state and mall name).
  
  I apologize for your experience and
  the inconvenience this has caused.
  
  Sincerely,
  
  Kathy Hershey
  Specialist, Customer Connection Center