Complaints
This profile includes complaints for Signet Jewelers's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,137 total complaints in the last 3 years.
- 296 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:02/22/2025
Type: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 2/15/25 I was told by a sales associate they can resize my existing wedding band. We agreed to have it resized from the original size 7 to a larger 8.5 we paid 79.00 plus tax so 85.81 usd and was told I will be notified when they complete the work. We were contacted that the ring was completed. Upon arriving we noticed it looked smaller than before and was told it was 6.5 now. The size on the receipt said customer desired size was 8.5. They did the opposite of what we paid for. Now they have sent it out again to further destroy my ring to fix their incompetence. I wasted my time, fuel and money on a service that was not completed as requested and paid for in advance of the service. I was offered no compensation for the error they caused or the time and fuel that I spent to pick it up and that I will have to spend again when the work is hopefully completed. The incompetence of the sales associate, repair facility and any quality control person is obscene. The sales associate also took the original receipt and never returned it to me showing the original request.
Business Response
Date: 03/05/2025
March 5, 2025
****** *******
**** **** **
****** ******* ** *****
*** *** **** ********
Dear ******,
We appreciate the opportunity to respond to your concerns regarding your ring
and the disappointing service you received from our company. We apologize for your
dissatisfaction in this matter. We have forwarded your service concerns to the
district managers responsible for the Huntington Station store to review and
address with the team members involved. Your feedback about your experience and
will work to improve how these types of issues are handled in the future.
According
to our records, your ring is ready to be picked up at the store. Our store
manager will be refunding the repair charge of $85.81 to your credit card.
Please stop by our store at your convenience with a copy of this letter.
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 BureauCustomer Answer
Date: 03/08/2025
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:02/21/2025
Type: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. 9 I purchased a ring for my fianc for our civil ceremony that was supposed to take place this month. But because of Kay Jewelers, that wont happen. On Dec. 27 my fiance went in person to Kay jewelers to get it resized. We were told they would need to send it in to get it serviced so that they can expand the ring and set it to his specific size. I asked *** if it was best to just order an entire new ring from the start with his size instead of sending this one to be enlarged. I was told by *** that it was not necessary. She said it Should be ready in a week or so. It is now 2/21/25 and we still dont have his ring. I was told last week that there were issues with the ring being enlarged and that the ring broke in the process a few prior and they were hoping to get it fixed in time but the issue could not be resolved. So thats why they called me to get the approval to get a new ring. However a new ring should have been ordered at the first sign there was an issue and not wait weeks to tell me. I explained to ******* who was the one to give me this update, this was unacceptable and that I would need compensation. She said she needed to speak to her manager to know how much they can give me. I asked to speak to the manager or for her to get that information for me. ******* also said the ring would be ready for pick up today and it is not. i never received a call from the manager or from *******. Today when I called to check the status of the ring I was told the ring was still not at the store and would be ready next week. She could only offer $50 gift card I spent $1800 and do not agree with a $50 gift card when its their fault. She then calls me back to say they can offer me $100. they did everything wrong every step of the way. This is unacceptable. Their lack of care, communication, and customer service is horrendous when I have been more than patient. I am asking to be compensated for this ordeal equating close to a 50% reimbursement.Customer Answer
Date: 03/03/2025
[[BBB transcription via email]]
I would like to amend the resolution I am seeking from Kay Jewelers. I would like to be refunded back 100%. I no longer want the compensation because the ring is still not in my possession and I do not want to work with or speak to this company any more. I just want my money back and they can keep their product.
Business Response
Date: 03/06/2025
March 6, 2025
****** *****
***************************************************************************
RE: BBB Case 22975116
Dear ******,
We appreciate the opportunity to respond to your concerns regarding your ring and the disappointing service you received from our company. We apologize for your dissatisfaction in this matter. We have forwarded your service concerns to the district managers responsible for the Northridge store and the Design and ************** that worked on your ring to review and address with the team members involved. Your feedback about your experience and will work to improve how these types of issues are handled in the future.
According to our records, your purchased was refunded on February 27, 2025. We are sending a check for $54.75 which was returned to a gift card on February 17, 2025,during the ring replacement when the price of the new ring was lower. Please allow 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: **********************Customer Answer
Date: 03/10/2025
[[BBB transcription via email]]
Thank you for your assistance. Are you able to confirm with Kay Jewelers that I will also be receiving a refund check in the amount of what I paid for the ring? They only mentioned the check of $54. But at the store when they supposedly processed my refund , they said the full amount would be mailed to me via check.
Business Response
Date: 03/14/2025
March 11, 2025
****** *****
**********************************************************
RE: BBB Case 22975116
Dear ******,
We appreciate the opportunity to respond to your further concerns regarding your ring refund and the disappointing service you received from our company.
According to our records, on February 27, 2025 your receipts showed that you would be receiving checks for $1,094.99 and $383.25 in addition to the $54.75 check mentioned in our response.
We apologize for your continuing dissatisfaction in this matter.
Sincerely,
***** *****
Customer Connection Center
cc: **********************Customer Answer
Date: 03/14/2025
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.Customer Answer
Date: 04/24/2025
[[BBB transcription via duplicate complaint]]
Problem:
I am disbelief that I am still having issues with KAY Jewelers giving me my refund for a ring I do not have in my possession! The agreement I made with ****** , the store manager at the *************** was that I would get a FULL refund of my purchase since I did not want the ring after months of dealing with staff incompetence. I was told I would be getting a refund in the form of a few checks. I have only received a check that was for $1094.99 and one for $54.75 but that was for compensation the amount Kay jewelers owes me ******. I paid *******. I keep being told the checks are coming but we are now going on 2 months and the rest of the money has yet to appear. I am trying to resolve this as amicably as possible without having to get legal counsel . BBB please help.
Desired Resolution:
RefundBusiness Response
Date: 05/06/2025
May 6, 2025
****** *****
*********************************************************
RE: BBB Case 22975116
Dear ******,
We appreciate the opportunity to respond to your additional concerns regarding your ring refund and the disappointing service you received from our company.
Your refund check for $383.25 was delayed due to an address issue. This was corrected and the check was printed and mailed on May 5, 2025.
We reviewed your concern that you were not refunded the $1,802.98 that you paid. We found an **************** Agreement for $269.99 that you purchased on December 10, 2024, which was not included on the replacement receipt on February 17, 2025. We have processed the refund for the service plan. Because it was paid for with ******, it was returned to *******
As explained in our previous response, the check for $54.75 was for a gift card that was issued due to a price difference during an exchange on February 17, 2025, instead of a refund. It was not compensation. It was refunded as a check because you told the store manager that you did not want a gift card.
The refund checks for $1,094.99, $383.25, and $54.75 with the $269.99 returned via ****** add up to $,1802.98.
We apologize for your continuing dissatisfaction with this matter.
Sincerely,
***** *****
Customer Connection Center
cc: **********************Initial Complaint
Date:02/20/2025
Type: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.
Bought a bridal set on 1/18/2025. Saw online it was on sale and returned it after hearing from **************** we were able to go to the Shawnee store to basically rering the bridal set. Difference of about $800. The lady messed up the transaction, We left without my trade in ring, that they say they still cannot give me, or the overage that was put on a zales card that I had to call and figure out myself or the gift card they owe me for not putting in the trade in ring price correctly. This has been 2 weeks and it is still not resolved, nor have they asked what they can do to make it right. This is horrible customer service! For ***** associates that need better training, to the customer care department and district managers, along with *************.Business Response
Date: 03/14/2025
March 11, 2025
******* *****
*****************
Shawnee, OK 74804
Re: Case # ********
Dear ******* *****,
We appreciate the opportunity to respond to your concerns regarding your purchase. I am very sorry to hear of your experience.
Our record indicate you made a purchase with a trade-in at our **************** store on January 18, 2025. You visited our ************ store on February 6, 2025 for the price adjustment.
The management team acknowledges that an error was made with the pricing which left us owing you $1149.01. A gift card was activated;however, you decided to wait to repurchase the ring at the sale price.
Because your intention was to return at a later date for the repurchase, the gift card was held and the Shawnee store did not have possession of your trade-in as the original purchase was not through their store.
According to the Shawnee store manager ******, when you returned to repurchase the ring it was no longer on sale and she explained she had to contact her district manager to approved the sale price. At that time you decided you no longer want to make the purchase. Again, your trade-in was not at their store and they had not asked for it to be sent to them as a new purchase was supposed to be processed.
It was decided that the gift card would be deactivated and you would be provided check for the $1149.01. This type of check has to be issued through our ************************** team. Additionally, your trade-in needed to be located as it was already sent to our corporate headquarters per our protocols concerning trade-ins.
Your trade-in was located and is being sent back to the **************** location. They will forward it to the ************ store once it is received. It is supposed to arrive at the **************** store within the week.
The check will also be sent to the ************ store and you can pick up the ring and the check at the same time. You will be asked to sign a general release before you are given the check.
Please be advised, it can take up to 3 weeks for the store to receive the check; however, I am requesting that it be escalated and shipped as quickly as possible.
The store will notify you when they have the check and your trade-in.
I apologize for your experience and the inconvenience this has caused.
Sincerely,
***** *******
Specialist, **************************Customer Answer
Date: 03/14/2025
I am rejecting this response because:
This was also not what was agreed on and you are only being told one side of a story. We have asked for the district manager to reach out to us, he never has. ****** told us we had to wait for the check to be cut by ************* before we could proceed with anything, which apparently is false. They also told us Penn Square sent them my old ring and it was sitting in their safe, all of which is incorrect based on what your response was. We are owed $99 from the Comenity fee as well. This is not going to cost us money out of our pocket because you have incompetent employees running stores that would better be served sacking groceries at a local supermarket. My fiance also asked that his ring be returned because we truly want absolutely nothing to do with Zales in the future. The store manager at **** said she would honor that and agreed to return it. Now we are told we have to handle all of this in *******. No one seems to have a clue what is going on. As customers this is horrible customer care. This should be an exciting time and you all have absolutely ruined it for us. I promise to **** every person I know, away from doing business at *****!
Business Response
Date: 03/24/2025
March 24, 2025
******* *****
*****************
*******,OK 74804
Re:Case # ********
Dear *******,
We appreciate the opportunity to respond to your further concerns regarding your purchase. We forwarded your service concerns to the district manager responsible for The **************** and Shawnee Mall stores for review and to address with the store team members involved.
Both the check and the trade-in are being sent to the Shawnee store for you to pick up. There was a delay with the check. However, we have increased the check by $99.00 to cover your Comenity account fee for a total amount of $1,248.01.
Your fiancs ring is not within our return period or part of your original complaint.Therefore, we are not able to authorize its return.
We apologize for your continuing dissatisfaction in this matter.
Sincerely,
***** *****
Specialist,Customer Connection CenterInitial Complaint
Date:02/16/2025
Type: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.
Back on 1/20/2025 i took my 3.5mm, 24in 14k"solid" yellow gold, rope chain necklace in for repair as seen in pics provided . I picked up my necklace on 1/30/2025 and when I picked it up I was very disappointed in the fix they had done . It was literally a slob of solder joining the links . It stood out like a sore thumb . I asked the jeweler at kay jewelers in the ****** mall in ******* ** if this was considered exceptsble and was told yes so I angrily excepted it and I never around to actually putting it back on for around a week and when I did I noticed it felt tight, really tight ! I'm a 250 lb man with a thick neck . So I took it off and looked into alil further ! Upon further inspection I had found that not only was the repair completely horrible they had stole "2 inches off my chain" and i had weighed it before it went out and it was 19.2 grams and came back 17.2grams 2" and 2 grams different and was just given it back without saying a word, hoping i wouldn't notice . Went to manager and when looking up the purchase info which was back in 2005 it was written up as being sold as a 20 inch chain and purchased for 650 dollars which is not right and can easily proven in multiple ways 1 . The weight of a 20 inch 3.5mmm solid 14k yellow gold rope chain necklace is 16.6 grams and mine was at 19.2 g before being robed of 2g and now weighs 17.2 g so that alone shoes that it's not right . A 22 in 3.5 mm solid 14k yellow gold rope chain should weigh 18.2 g and a 24" should weigh 19.9 . The manager at the ******* mall Justin doner even said that it was obviously not a 20 inch chain but the only thing he was able todo was to offer me the 650 towards a new one . I'll be ***** if I'll settle for that, it's not my fault that someone on your end entered the wrong information into the system in my favor obviously . The facts show that what I physical owned was a 24 in solid 3.5mm 14k yellow gold rope chain that weighed 19.2 before and after it came back now weighs 17.2gCustomer Answer
Date: 02/18/2025
Here's pics of the condition it was returned in aswell as the length and weight of it after the two inches were removed . I unfortunately did not take pics of the weight before going out but did weigh it just so I could see if it changed any upon return and it weighed 19.2grams and returned at 17.027grams. They have ruined my 24in diamond cut 3.5mm"solid" 14k yellow gold rope chain and will not except anything but that exact necklace as replacement.Customer Answer
Date: 03/03/2025
I have been in contact with signet jewelers customer service case team "******** " and we have plans in the works for a replacement 4mm 24in "diamond cut " solid 14k yellow gold rope chain . I have not recieved the necklace as of yet , it's supposedly being ordered into the store . They seem to be handling this issue in a professional manner! It has been taking abit of time but I have been patiently waiting hoping it all works out . So for now they seem to be doing everything to make things right by me . I will update further with the final outcome at a later dateBusiness Response
Date: 03/03/2025
March 3, 2025
******* * *****
*** ****** **
******* ** *****
RE: BBB Case ********
Dear *******,
We appreciate the opportunity to respond to your concerns regarding your gold
chain and the disappointing service you received from our company. We apologize
for your dissatisfaction in this matter. We have forwarded your service
concerns to the district managers responsible for the ****** store and Design
and Service Center that worked on your chain to review and address with the
team members involved. 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 are working with a case specialist that is working with the
store manager to locate a replacement chain.
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 BureauInitial Complaint
Date:02/15/2025
Type: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 a necklace for my daughter’s 18th birthday. She said she wore it for the first time and it fell off. She said clasp was a little loose but since it was brand new she wore it. Now she’s devastated. Please help. **** *. told me to return to store, how can it be returned when defective clasp caused it to be lost. She asked if I had lifetime warranty. No but expected product to not be defective when brand new from the store. Transferred to a specialist, she said product was out of stock so nothing she could do. Terrible company and terrible service and product.Business Response
Date: 02/28/2025
February 28, 2025
****** *****
**** ******* ***
********** ** *****
Re: Case # ********
Dear ****** *****,
We appreciate the opportunity to
respond to your concerns regarding the necklace you purchased for your daughter.
I am very sorry to hear of your experience.
I researched your concerns and see the necklace was purchased
from our website November 16, 2024. Our records indicate your order was billed
and shipped on November 18, 2024.
Please be advised, we do not have any warranty that would
replace a lost or stolen item. Additionally, if the clasp was not working
properly, the necklace should have been taken to your local store to either
send it for repair or process an exchange.
That being said, I read the transcripts of your chat and see
the supervisor did offer a 10% off promotional code if you wanted to submit a
new order; however, the necklace you originally purchased was out of stock.
Because you were presented this offer, I am happy to provide
you a 10% off discount if you want to order a different item.
If you would like to accept this offer, please contact me
directly by email. I can be reached at:
***********************************
Please include reference number ******* on the subject line
of your email.
I apologize for your dissatisfaction and the inconvenience
this has caused.
Sincerely,
***** *******
Specialist, Customer Connection CenterCustomer Answer
Date: 03/04/2025
I am rejecting this response because: item was purchased for a gift so after purchasing is why the delay. Second, the brand new supposedly well reputable brand jewelry was not expected to be defective. Third, the defective product was not discovered that it was truly defective until worn and lost. Please refund.Business Response
Date: 03/10/2025
March 10, 2025
****** *****
**** ******* ***
********** ** *****
Re: Case # ********
Dear ****** *****,
We appreciate the opportunity to continue
to respond to your concerns regarding the necklace you purchased for your
daughter.
Once again, we do not have any warranty that would replace a
lost or stolen item. Additionally, if the clasp was not working properly, the
necklace should have been taken to your local store to either send it for
repair or to process an exchange.
As stated in my original response, I am happy to provide you
a 10% off discount if you want to order a different item. Please be advised,
this is being offered as a one-time customer service as we are unable to
replace lost merchandise.
If you would like to accept this offer, please contact me
directly by email. I can be reached at:
***********************************
Please include reference number ******* on the subject line
of your email.
I apologize for your dissatisfaction and the inconvenience
this has caused.
Sincerely,
***** *******
Specialist, Customer Connection CenterCustomer Answer
Date: 03/11/2025
I am rejecting this response because:
You can close this case. It is obvious of the level of the business’ customer service and quality and I do not ever wish to purchase anymore of their products in my lifetime and will make sure friends and family do not purchase gifts from them as they don’t not stand behind the circumstances.Initial Complaint
Date:02/14/2025
Type: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 received a confirmation of my order, after talking to a customer rep by the name of *******, when asked for additional missing items, and failing to give me a satisfactory answer she denied me the opportunity to speak to a supervisor and not only that she CANCELLED MY ORDER THAT WAS ALREADY TO BE SHIPPED BECAUSE SHE GAVE ME THE NEW AMOUNT CHARGE FOR $175.00. I BOUGHT THESE AS GIFTS AND THAT LEFT ME IN BAD SHAPE SINCE THERE ARE FOR PEOPLE HELPING CARE FOR MY DYING FATHERBusiness Response
Date: 02/28/2025
February 28, 2025
***** **
*** ****** ****
******** ** *****
*** **** * ********
Dear ***** ***
We appreciate the opportunity to
respond to your concerns regarding your online order. I am very sorry to hear
of your experience.
I researched your concerns and see your order was submitted
February 9, 2025. The order indicates all of the items you requested were
either cancelled or returned for a full refund.
Our records indicate you contacted us on February 10, 2025 to
inquire to why many of your items were cancelled. At that time you were told
you had not been, and would not be, charged for the cancelled items; however,
if you wanted to try and re-order the items you would need submit a new order.
In circumstances such as this, you would not be transferred
to a supervisor as they would not be able to override the cancellations or
provide a different resolution. However, your complaint filed against the
associate on February 14, 2024 was investigated which included listening to
your call with the associate.
It appears the remaining items from your order were marked as
returned. Unfortunately, there was a system issue associated with your order
which prevented it from processing correctly.
All items ordered were either cancelled or returned and
refunded to your original form of payment. If you still want the items you
ordered, you will need to submit a new order.
I apologize for your experience and the inconvenience this
has caused.
Sincerely,
***** *******
Specialist, Customer Connection CenterInitial Complaint
Date:02/12/2025
Type: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 received a gift, and tried to return/exchange it to Jared's. Their online chat representative told me I could not return it to the online store, and that I must go into a physical location to make the return (attached). When I went into the Jared store in ******** **, the associate told me that they could not make the return in store, and that I needed to make it to the online team. I told her that the online team told me the opposite. Attached you will see that the Jared's rep told me I had 60 days. I then called customer service again, and the representative tried to lie and tell me I was outside the window. When I asked for the corporate number, she said she was corporate. When I corrected her, and asked her what 60 days after December 13th was, she grudgingly created a **** ***************. She told me that the escalation department would be contacting me with a resolution. Several days past, no one contacted me. I emailed her again to ask when I should expect them to reach out, she responded that nothing would be done. I responded that, that was unacceptable and I expected a response from the escalations team. Later that day, I received a strange forwarded message from a donotreply address with the same message.Business Response
Date: 02/25/2025
February 25, 2025
***** ***********
**** ******** ***
******** ** *****
*** *** **** ********
Dear *****,
We appreciate the opportunity to respond to your concerns regarding your gift
and the disappointing service you received from our company. We apologize for your
dissatisfaction in this matter. We have forwarded your service concerns to the
district manager responsible for the ******* store and management of the
Customer Connection Center to review and address with the team members involved.
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 contacted our Customer Connection Center via chat with a
question on how to return your gift. Our chat representative incorrectly stated
that Jared Jewelers offers a 60 day exchange period which is why when you went
to our store, they told you that the return and exchange period had expired.
We
regret our chat representative’s error and would like to offer you the option
to exchange your gift within 30 days from the date of this letter. Please bring
your gift receipt and a copy of this letter to your local Jared store by March
27, 2025. If our store team members have any questions, they can contact our
Customer Connection Center with case number ******** with any questions.
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 BureauCustomer Answer
Date: 03/26/2025
Yesterday, I visited Jared's ******* location, per the Customer Relations instructions. They stated that I could only exchange the gift for something that they physically had in the store at that moment. Unfortunately, there was not one thing that was of comparable price to the item in the store. They said they were not able to order something that was not in stock and did not allow me to pick an item from online for in-store pickup. This is why I had requested store credit. No resolution was reached.Business Response
Date: 04/03/2025
April 2, 2025
***** *************** ******** ***
******** ** *****
RE: BBB Case ********
Dear *****,
We appreciate the opportunity to respond to
your further concerns regarding your gift and the disappointing service you
received from our company.
We regret to hear that you were unable to
find anything at our store to exchange for your gift within the extended
exchange period that we granted to you. We are unable to honor your request for
a store credit or provide a further extension.
We apologize for your continuing
dissatisfaction in this matter.
Sincerely,
***** *****
Customer Connection Center
cc: Better Business BureauCustomer Answer
Date: 04/04/2025
I am rejecting this response because:
It is not reasonable to limit the exchange to whatever is in stock in the store at that time. The business is acutely aware that there is nothing remotely similar in price point in the store. It is not reasonable for me to have to spend an additional amount of money, making the purchase double or triple the price of the gift to make an exchange. The gift was purchase from online, I should have the option to exchange for an item from the online store. The online store is the only way to exchange for something of comparable value. This has been an extraordinarily tiresome and unnecessary battle, perpetuated by the business.Initial Complaint
Date:02/11/2025
Type: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 a long time customer of Kay jewelers. My diamond was originally purchased in 1997. It has been repaired a few times over the years. This time I went to Kay’s because 2 prongs broke off the setting of my ring and I lost a diamond out of the ring enhancer. I dropped the ring off for repair on 12/20/2024. I paid $551.20 at that time. I went to pick the ring up around January 10th 2025. The ring setting looked horrible. Very thick setting, the diamond looks tilted back and the setting is way too high. I told them it wasn’t right and it would need to be fixed. They agreed and again sent my ring out for repairs. I was called the first week of February and told my ring was ready to be picked up. I went to Kay’s on 2/7/2025 to pick up my ring. They did absolutely nothing to fix the issues. They tried bending out my ring enhancer to make it look better. This is an unacceptable “repair” as they did nothing. They also tried to charge me again and nothing was done. Thankfully I had my receipt with me at the time. I can’t even wear the ring right now because of how bad it looks.Business Response
Date: 02/25/2025
February 24, 2025
****** ******
***** ***** ** *
********** ** *****
*** *** **** ********
Dear ******,
We appreciate the opportunity to respond to your concerns regarding your wedding
set and the disappointing service you received from our company. We apologize
for your dissatisfaction with the repair work. We have forwarded your service
concerns to the district managers responsible for the Selinsgrove store and the
Design and Service Center that worked on your ring to address with the team
members involved. Your feedback about your experience and will work to improve
how these types of issues are handled in the future.
Our
Design and Service Center management has requested the opportunity to work on
your ring again. They are confident that they can repair the ring to your
satisfaction. Our store manager has left you a voicemail to set up an
appointment so she can meet with you to begin this process.
Regarding
the $551.20 refund you asked for in your complaint, we are unable to honor your
request.
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 BureauInitial Complaint
Date:02/10/2025
Type: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.
February 4th order placed.
Order number : **************.
Ordered a necklace and earrings from Zales for my wife’s Valentine’s Day gift.
Haven’t received either package. Shows shipped with UPS But when you look at the ups website it shows as nothing was dropped off.
Very bad for a company to push Valentines sales and not even ship them before the day.
Highly disappointed.Business Response
Date: 02/25/2025
February 25, 2025
****** ****** *** ******** *** ******* ** *****
*** **** * ********
Dear ****** *******
We appreciate the opportunity to respond to your concerns
regarding your online order. I am very sorry to hear of your experience.
I researched your concerns and see your order
was submitted February 3, 2025 with anticipated delivery dates of February 7,
2025 and February 10, 2025.
Please be advised, delivery dates are an
estimate, not a promise date.
I see you contacted us regarding the delay. Our
e-commerce team opened an investigation; however, there are no notes to suggest
the nature of the delay.
Our records indicate the amethyst earrings were
delivered February 12, 2025 and the necklace was delivered February 18, 2025. I
am very sorry to hear the necklace did not arrive until after Valentine’s Day.
I apologize for the delay
of your order and the inconvenience this has caused.
Sincerely,
***** *******
Specialist, Customer Connection CenterInitial Complaint
Date:02/10/2025
Type: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 my engagement band and two wedding bands from Kay’s Jewelers. In the 6 years I have had them, I have had to send all 3 rings off as the diamonds continue to come loose and fall out. They have sent my ring to the master jeweler several times and it continues to happen. In November, I went to pick up my wring and it has been butchered and I was surprised they were even trying to have me pick it up. They forgot a diamond and added to much metal to one side. They had to send it back to the master jeweler. I picked it up and wore it and two weeks later a diamond fell out again. I brought it back to be fixed and they promised it would be back by 12/20/24. I still have not heard from them about any updates. I have filed a complaint with the Kay’s Jeweler’s cooperate office but have not heard anything back. We spent a lot of money on my rings and I’m tired of sending the rings off to be fixed with no resolution in sight. The store manager ******* has not been helpful and does not have good customer service skills. I just want my ring back. Every kiss begins with Kay but it just ends in frustration for me and my husband. Thank you.Business Response
Date: 02/14/2025
February 14, 2025
******** *****
*** ****** **
****** ***** ** *****
*** *** **** ********
Dear ********,
We appreciate the opportunity to respond to your concerns regarding your wedding
jewelry and the disappointing service you received from our company.We
were unable to locate any purchases under your name and address or any repair
work. If you could provide the name of the purchaser or the name that the
repair work is under, we will be able to investigate your concerns.
Sincerely,
***** *****
Customer Connection Center
cc: Better Business BureauCustomer Answer
Date: 02/19/2025
The rings are under my husband’s name. ***** ***** ************ *****************Customer Answer
Date: 02/19/2025
I am rejecting this response because: they claimed they cannot find my information in the system. They can also look under my husband’s information (which is linked to my account). His name is ***** *****, his phone number is ************, and his email is *****************
thank you
Business Response
Date: 02/28/2025
February 28, 2025
********
*****
*** ****** **
****** ***** ** *****
*** *** **** ********
Dear ********,
Thank you for the information you provided. We appreciate the opportunity to
respond to your concerns regarding your wedding jewelry and the disappointing service
you received from our company. We apologize for your dissatisfaction in this
matter. We have forwarded your service concerns to the district manager
responsible for the Orange City store to review and address with the team
members involved. Your feedback about your experience and will work to improve
how these types of issues are handled in the future.
Because
your name is not on the repair, we are unable to provide the details here.
However, our store will be calling the name and phone number on the repair with
an update.
Your
engagement ring and wedding bands are beyond our return policy. Therefore, we
are unable to honor your request for a refund. However, we are mailing a $50.00
Jared gift card that you can use on a future purchase in-store or online for
the delay.
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
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