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

  
• 

  Signet Jewelers

  3900 Medina Rd Montrose Center Akron, OH 44333-4508

  
• 

  Kay Outlet

  1650 Premium Outlet Blvd Aurora, IL 60502-2901

• 

  Kay Jewelers

  3340 Mall Loop Dr Joliet, IL 60431-1057

• 

  Jared Galleria Of Jewelry

  2370 Fountain Square Dr Lombard, IL 60148-6010

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:09/17/2022

  Type:Customer Service 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 made an appointment via the online scheduler to have my wife and my wedding rings cleaned at our local Jareds. (******************************* in *********** ********. Reservation ******). The appointment was to run between 12:00-12:30. Upon arriving at the store I found the door to be locked as they were 'controlling' entry. After being admitted I was directed by a sales representative to sign a list (I was about the 7th person down on the list who had not been helped). The sales representative said this in the midst of helping a customer and went back to them. **** minutes later when another representative (Representative #2) went to 'help' the next customer on the list I inquired about having made an appointment and should I not be seen now. I was told she would see me 'just after I take this next customer'. I waited ~30 minutes before the next available represntative could see a customer and then Representative #2 indicated she should help me as I had an appointment. Note that by this point we were well outside my scheduled appointment window. Additionally there were others waiting for simple things like picking up items or droping items off yet could not get the attention of any staff. The representative who helped me was polite and it took about 30 min. I inquired how to address this issue with having a reservation which was not honored and she indicated I should contact **************** versus the manager. I did so and was assured by customer service I would be contacted by 9/16. I have not heard to them as of yet.There are several significant failures here:-Costing/wasting my time This deserves compensation. My impression in the store was they don't care if you have an appointment or not. Had I not spoken up and pressed I am certain I would have waited longer.-Failure to contact customer once the issues is raised as promised.-A broken/failed appoinment making system.This is not the first issue I've had with maintenence of our rings.

  

  Business Response

  Date: 09/27/2022

  September 27, 2022
  
  *******************
  *** ***********
  *********** ** *****
  BBB # ********
  
  Dear *******************:
  
  We appreciate the opportunity to respond to your concerns regarding the service you received from our *********** store. We apologize for the length of your wait and the frustration you experienced. We have forwarded your service complaint to the district manager responsible for the store 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 for future customers.
  As compensation, we are mailing a Jared gift card to you for $50.00 that you can use in our store or online towards a new purchase or repair.
  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: 09/29/2022

   I am rejecting this response because it does not provide a reasonable and acceptable solution/resolution.
  

  The company continues to fail to interact directly with me and in particular provide meaningful information about how this matter will be corrected in the future and more importantly a specific mechanism to contact a responsible party directly to provide immediate direct resolution of the problem should it occur again.   The employees of the store suggested speaking to the store manager would not be effective directing me to call the customer service number.  Upon doing so information was exchanged but despite a direct request and agreed upon deadline I was not contacted by any representative by the business.   Should the company's changes be effective such contact will not be needed, however given the difficulty to date that's existed reaching any responsible party I don't believe its unreasonable to be provided such information.  
  

  The $50 gift card offered is a hollow and useless gesture given there are no products in their store to purchase at that price point and the rings were purchased with a lifetime maintenence/repair warranty provided they are regularily inspected.   Should the business be willing to provide cash value for the card that would be acceptable for the inconvenience caused by their failing to honor the scheduled appoinment.   Their current offer unfortunately has no practical value.
  

   

• Initial Complaint

  Date:09/14/2022

  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.

  6/2020 my fiancé bought an engagement ring for me. I loved the ring, but had issues with the diamonds falling out on several occasions within a 2-3 month span. The ring was repaired multiple times by Zale's. I would be without it a month or more each time. It became so frequent the sales persons in the store knew us. This was about 3-4 months of having the ring. It was sent off for repairs more than I initially got to wear it. Enough was enough. We requested to exchange it. He also got paid extra for the warranty plan. I would bring my ring in frequently to be what they considered "checked for issues". They were only cleaning the ring in store because, they didn't even have a repair person instore. 7/2021, outside the mall where Zale's is located, my little cousin along with his friend were murdered in broad daylight. It was heavily publicized due to him being a local rapper who had recently signed a million dollar record deal. This was the same weekend I was bringing my ring in to be "checked". Traumatized by this, I didn't make it. I was afraid to step foot in that mall or the vicinity. I noticed I'm missing 2 diamonds, so at this point I'm forced to go. The sales person, an older, Caucasian woman with short blonde hair assisted us, tells me I haven't been instore since November so they won't replace the missing diamonds. It's not a car where an oil change needs to occur every so many miles. This is jewelry that is supposed to last. Yes things happen, but this is unacceptable. When asked how much I would have to pay, she said she didn't know and would have to send my ring off to give me a price. At this time I asked for my ring back because I'm so frustrated with this company and their horrible quality products. I want it repaired or a full refund and they can have this ring back. This is not lab created diamonds, and it is an inconvenience to be forced to visit once business this many times because they can't stand behind their products! This is bad business!

  

  Business Response

  Date: 09/27/2022

  September 26, 2022
  
  
  ***** & *******
  *******
  **** **** ***.
  ***** *****, LA *****
  
  Re: Case # ********
  
  
  Dear ***** & ******* *******,
  
  We
  appreciate the opportunity to respond to your concerns regarding your ring.
  
  I
  am sorry to hear your ring has lost a diamond. I researched your concerns and
  spoke with the store manager ****. She asked me to apologize to you for your
  dissatisfaction.
  
  With
  the purchase of your ring, you were provided the Lifetime Diamond Commitment
  free of charge. This warranty covers only the diamonds in your ring in the
  event they are chipped, cracked, or lost from the mounting due to normal wear.
  You are required to bring your ring to one of our stores for inspections every
  6 months to maintain an active status.
  
  The
  Lifetime Jewelry Protection Plan (LJPP) you purchased for the ring covers the
  mounting or metal and does not require inspections. This warranty covers ring
  sizing, stone tightening, prong repairs and the cost associated to set your
  missing stone.
  
  I
  can understand your reluctance to visit the Mall of Louisiana store due to your
  personal circumstances. Please accept our sincerest condolences for your loss.
  
  There
  are other Zales stores you can take your ring to for your inspections and
  service. Because you have not had an inspection within the past 6 months, we
  are unable to replace the diamond free of charge. However, you will only be
  charged for the stone itself, the remainder of the charges will be covered
  under the LJPP.
  
  Once
  you have us replace and reset the diamond, your Diamond commitment will be
  reinstated.
  
  I apologize for your
  experience and the inconvenience this has caused.
  
  Sincerely,
  
  ***** *******
  Specialist, Customer
  Connection Center

  Customer Answer

  Date: 09/29/2022

   I am rejecting this response because:
  This is truly unacceptable! Again I mention this is not my first wedding ring from Zales that has caused multiple issues, but again I’m going through the same thing. Now this company is expecting me to drop my ring off and leave it with them for months again just to get a a quote on how much it will cost to replace the diamonds! Better customer service is definitely needed at this point! I do not want to be forced to not have my ring just for a price! Your “experts” should be able to give a price through pictures! I don’t want to hear from a store manager, I want this matter escalated to a higher authority at Zales, or we can move on the next step, which will include legal at this point! 
  
  

  

  Business Response

  Date: 10/06/2022

  October 6, 2022
  
  
  ***** & *******
  *******
  **** **** ***.
  ***** *****, LA *****
  
  Re: Case # ********
  
  
  Dear ***** & ******* *******,
  
  We
  appreciate the opportunity to continue to respond to your concerns regarding
  your ring.
  
  I
  am sorry to hear your continued dissatisfaction. To obtain an estimate for the
  repair cost your ring needs to be sent to our jewelers. Our jewelers will
  inspect your ring and look for the cause of the missing stone.
  
  The
  previous repairs you had to replace stones show prongs needed to be
  straightened. Prongs are bent when they are caught or knocked out of place.
  This can happen during normal wear without your knowledge it has happened. This
  is especially true for halo diamonds as they are the most vulnerable.
  
  It
  is for this reason we offer the warranties to cover the expense of repairs due
  to normal wear. Please note, your previous repairs are not excessive and are
  considered the result of normal wear.
  
  We
  are happy to provide you an estimate for the repair cost; however, you will
  need to take your ring to a store to be sent to our jewelers. An estimate cannot
  be provided with a picture.
  
  Again,
  once you have us replace and reset the diamond, your Diamond Commitment will be
  reinstated and remain active providing you maintain the required 6-month
  inspection schedule.
  
  I apologize for your
  experience and the inconvenience this has caused.
  
  Sincerely,
  
  ***** *******
  Specialist, Customer
  Connection Center

• Initial Complaint

  Date:09/13/2022

  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.

  Date of transaction: August 29, 2022 (Order # **************)
  $162.72 Paid to the business
  Item was returned by UPS prepaid label September 1, 2022 (Tracking # 1*****************)
  Return received by company on September 6, 2022
  Return Policy Online & On Transactions States: Returns By Mail are processed within 5 business days and refunds can be expected 5-7 business days after processing.
  It has been 8 days since my return was received, my return has not been processed. I have called twice and been told returns can take 3-6 weeks. After 30 days my credit card charges me 29% interest. That is an extra $50.00 fee that i have to pay for an item i no longer have in my possesion.
  I returned the item, the business received the return and have not processed my refund.
  I want my money back ASAP and no one will help me they tell me i need to wait and the policy online does not matter.

  

  Business Response

  Date: 09/29/2022

  September 29, 2022
  
  
  
  ********* ******
  ** ******** ****
  ********, ON *** ***
  
  Re: Case # ********
  
  
  
  Dear ********* ******,
  
  We
  appreciate the opportunity to respond to your concerns regarding your online
  order refund.
  
  I
  am very sorry to hear you did not receive your refund. I researched your
  concerns and found the return address on your pre-paid return label was
  incorrect and your return was not delivered to the proper facility. Your return
  has been located and our IT department is looking into the cause to prevent
  this from happening to any other customers.
  
  Our
  records indicate a credit in the amount of $162.72 was applied to your original
  form of payment today, September 29, 2022. Depending on the policies of your
  bank, your credit should appear on your bank statement within 3-4 business
  days.
  
  I
  apologize for your experience and the inconvenience this has caused.
  
  
  Sincerely,
  
  *****
  *******
  Specialist,
  Customer Connection Center

• Initial Complaint

  Date:09/12/2022

  Type:Delivery 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 purchased sapphire and diamond earrings for my wife's birthday online at *********. $1500 . I never received them I called Jared a women got my information put me on hold for ten minutes then disconnected the call! Never called back.. horrible customer service! I want a replacement now! Called *** they say they vanished in ********** at their hub. NOt my problem. I need them replaced now Jared has been paid in full.. order number **************

  

  Business Response

  Date: 09/20/2022

  September 20, 2022
  
  ***************************
  *** *********
  ********** ** *****
  *** * ********
  
  Dear ****************:
  
  We appreciate the opportunity to respond to your concerns regarding your online order and the service you received from our company. We understand the importance of your gift for your wifes birthday and your dissatisfaction with the delivery delay. We have forwarded your service complaint to management of the ************************ to address with the team member involved. We welcome your feedback about your experience and will work to improve how these types of issues are handled for future customers.
  
  According to our records, your order was delayed with *** during transit. It was delivered at your address on September 14,2022. As compensation, we are mailing a $50.00 Jared gift card to you that can be used toward a purchase online or in one of our stores. Please allow 21 days for delivery.
  
  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: 12/21/2022

  [BBB: Consumer filed multiple complaints.  Combining details into original complaint.]

  Complaint Detail / Problem
  Complaint Type:
  Repair Issues
  -- Please Select the Nature of your Complaint --
  select
  Problem:
  I purchased a $5,000 engagement ring from Jared *************** back in 2021 and we got married October 9th 2021 the enhancer that it took Jared three times to get it connected correctly fell apart from the engagement ring around March of 2022 at that time my wife had got sick I did contact Jared and they said they would take care of it whenever we could get in it has been a constant battle with my wife fighting multiple sclerosis and me having to be there so we have not been able to get in yet but we planned on doing it this month upon looking at the ring one of the diamonds where it was connected to the enhancer has fallen out of the engagement ring and I'm just beyond devastated I do not believe the engagement ring in time we got the extended insurance but we have it on everything else the enhancer most likely cause this issue of that diamond being loose when it came apart I want the diamond replaced and they enhancer fix back to the ring as well this company claims to be talking much and it's definitely not I know the manager will try to accommodate us but I feel like we should not have to pay anything out of pocket are them just take this ring back and we will upgrade to something else this has been the worst experience in our lives dealing with this company and their products I must write this so corporate would know because usually my wife will take care of things but I need to take care of this this is the worst jewelry I have ever seen in my life and the worst jewelry repair people ever or customized employees that customize rings bracelets whatever I don't know what kind of people are working in the back and I don't know why they think they can sell junk for high prices but this needs to be rectified now I would like to call back from the business and I would like this taken care of immediately.
  
  Desired Resolution / Outcome
  Desired Resolution:
  Exchange
  

  
  

  

  Business Response

  Date: 12/30/2022

  Date Sent: 12/30/2022 11:31:48 AM
  December 30, 2022
  
  ***************************
  *** ****** *****
  *********, ** *****
  
  RE: BBB # ********
  
  
  Dear *******,
  
  We appreciate the opportunity to respond to your concerns regarding your wifes wedding set and the service you received from our company. We apologize for your dissatisfaction in this matter.
  
  In order to fully investigation your concerns, we need further information. We were able to locate the purchase of the enhancer and one repair for a lost diamond in February 2022 under your name. Was the purchase of the engagement ring and the other repairs mentioned in your complaint, under a different name or where you living at a different address at the time?
  
  Thank you for your assistance.
  
  
   Sincerely,
  
  *********************
  Customer Connection Center
  
  cc: Better Business Bureau

  Customer Answer

  Date: 07/11/2023

  [BBB - Response received by phone.]

  The consumer stated that the earrings were received and the business provided a $50 gift card.  The matter is resolved.

• Initial Complaint

  Date:09/09/2022

  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 August 15th of 2022 my wife took her ring into Jared Galleria of Jewelry to be separated, it had previously been soldered together(engagement ring with 2 wedding rings) and my wife and I agreed that it was not a good look for the ring. After walking into the store to pick up the ring on August 17th 2022, when they gave her the rings she noticed that her engagement ring not only was the wrong size (size 8) and she is a size 6 but that the ring had been stretched too thin at the bottom of the ring. She was visibly upset and she started to complaint. The store manager came out of her office and proceeded to scream at her saying she was wrong and that is what she asked for when let them solder the ring. She told her that not only were we not told that the ring would loose gold and be thinner if the soldering would be done but they did not even bother to resize the ring to her actual size when they returned the ring to her. To top it off it was noticed by a different store member the following day 8/18/2022 that the main stone in the engagement ring was chipped, meaning they were going to return the ring back to my wife, not only with less gold, the wrong size and a broken diamond. After having them agree that they have to fix the issue they told us that it would take 4 month to get the ring back. I spoke to corporate to attempt to expedite the fix order because we need to have the ring for a Vacation we are going on Oct. 7th. They said they were working on it with a case manager named Lisa case #06429899. She was supposed to call me and speak to me about it but I have not been called about this and it has been 10 days since I spoke to them on 8/31/2022.`I simply want to have my wife's ring back ASAP it holds very real sentimental value to her and frankly I payed good money in order for her to have the best ring possible. I also did not appreciate the treatment she received when she was distraught by the egregious errors the Jewelry store made. I want Compensation!!!!

  

  Business Response

  Date: 09/29/2022

  September 28, 2022
  
  
  ******* *****
  *** ** *** **
  **** *****, ** *****
  
  RE: case *******
  
  
  Dear *******,
  
  We
  appreciate the opportunity to respond to your concerns regarding your wife’s
  wedding rings and the service you received from our company. We acknowledge the
  importance of your wedding rings and the distress that this situation has
  caused. We have forwarded your service concerns to the district managers
  responsible for the Fort Myers store and repair shop to address with the team
  members involved. Our goal is to exceed
  our customers’ expectations, and I appreciate the opportunity to respond when
  we fall short of that goal.
  
  According to our records, you are working with
  a case specialist on your concerns. We understand that our staff informed you
  that your diamond was chipped in April 2022 when you brought the ring in to our
  store for rhodium plating and you did not wish to have the diamond replaced at
  that time. The chip did enlarge over time, and the diamond’s replacement and
  the ring repair is being expedited. If you have any questions, regarding the
  status of your ring, please contact your case specialist for assistance.
  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:09/08/2022

  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.

  To whom it may Concern:

  We, **** ******* + ***** ******** have a formal complaint with Zales Jewelry Store in Peru, IL and the managers and employees. 

  On the Last week of August 2022 We went into the Zales store in Peru to discuss a broken chain which was purchased there. Said chain was under warranty. We had called the store a couple of days earlier in the week and was told the chain had been repaired about three (3) times and was told there were not going to repair chain anymore. At that time we were told to come into the store and pick out a chain as a replacement. 

  We went to the store a day or so later (about 8-24-22) a lady waited on by the name of ***** (We believe) at that time my fiancé (*****) was told by ***** that she knew ***** from years ago, A friendly conversation was then had. After looking at several chains I (****) had picked one out. At that time ***** went out of store and went to another store across the way of shop. The conversation between ***** and ***** was extremely short (5 minutes) and it all seemed very calm and friendly. ***** then took note of the number of the chain and left a not for the manager for approval the next day. 

  The next day I (****) received a phone call from the store manager yelling at me something about a conversation that took place the day befroe between ***** and *****. She stated that she doesn't allow any arguments with her staff like my wife had with *****. I told her she was mistaken us with someone else because I dont have a wife and dont know what she was talking about. 

  After the manager (****) I think was told we dont know what she was talking about she outright told us dont come back and to go to Kay Jewelry or another Jewelry store. i then told her all my Jewelry had a warranty in place for future cleanings and inspections. She said I could get them cleaned in the future. She said we are not discussing this conversation any further and that she is moving forward. 

  We went to the store the next day and the manager ordered me a new necklace at that time we asked her to talk about the misunderstanding and try to find out what actually was said. We tried to talk to ***** and The manager put her arms out. All we wanted to do was talk to ***** and find out if she mixed us up with another customer before us. At this time we are a a loss as to what conversation happened because they are not allowing us to discuss anything at all about this situation. 

  To allow a manager to shout at a customer and to tell them to shop at another Jewelry store in the future is just bad business and should not have been to said. We need an apology to us for their conduct and rudeness. 

  I want to know what was supposedly said at this conversation. Also ***** and I have been stopping at about 50years each at Zales and I recently spend about $10,000.00 on an engagement ring for *****. to tell us to shop somewhere else is absurd. A black man was also behind the counter and We asked him is a manager and he said he wasn't getting involved, then went in back.

  This situation could be an easy fix with an apology and a idea of what conversation was had between ***** and *****

  Thank you all for your understandingand patience in looking into this matter. We really are backed into a corner at this time and just need some answers. 

  

  Business Response

  Date: 09/28/2022

  September 28, 2022
  
  
  
  **** *******
  *** ****** ***
  ******, ** *****
  
  
  Re: Case # ********
  
  
  Dear **** *******,
  
  We appreciate the
  opportunity to respond to your concerns regarding your experience at our Peru
  Marketplace store.
  
  I am sorry to hear of
  your experience and we appreciate you taking the time to inform us of the
  service you received. I have confirmed your exchange has been completed.
  
  You service concerns
  have been forwarded to the district manager for review. If any further
  information is needed, you will be contacted.
  
  I apologize for your
  dissatisfaction and the inconvenience this has caused.
  
  
  Sincerely,
  
  *****
  *******
  Specialist,
  Customer Connection Center

  Customer Answer

  Date: 10/06/2022

  [BBB Transcription via Phone]

  I am rejecting this response because:
  
  
  I need to know if I can still go into the store every six months to get the ring inspected? Due to the manager stating I can't come back to the store. I ask that the store manager contact me via mail or phone. 

  

  Business Response

  Date: 10/13/2022

  October 13, 2022
  
  
  
  **** *******
  *** ****** ***
  ******, ** *****
  
  
  Re: Case # ********
  
  
  Dear **** *******,
  
  We appreciate the
  opportunity to continue to respond to your concerns regarding your experience
  at our Peru Marketplace store.
  
  I discussed your
  concerns further with the district manager and he explained you can visit the
  store in the future for inspections; however, you will be required to schedule
  your visit with the store manager **** in advance.
  
  I was also informed by
  the district manager that you spoke with **** today, October 13, 2022,
  regarding these arrangements.
  
  I apologize for the
  inconvenience this may cause.
  
  
  Sincerely,
  
  *****
  *******
  Specialist,
  Customer Connection Center

  Customer Answer

  Date: 10/18/2022

   I am rejecting this response because:
  
  
  Nobody else has to make a appointment. That is discrimination and we want an apology. 

• Initial Complaint

  Date:09/08/2022

  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 reached out to Kay Jewelers today 9/8/22 because the center stone of my wedding band fell out. When I reached to two separate areas, first customer service then to the text service to then the corporate office with each area telling me something different. All three areas located my information a separate way after initially telling me that they had no record of my purchase and inspections at all. After pushing I was told that there was no record of my inspection past 2017 which is not accurate. I provided the associates with information to detail that my ring was last inspected June/July 2022 and as always the store associates claim they are too busy to provide a receipt. With that said they are now trying to state to me that my ring is not covered under the lifetime guarantee based on their sloppy record keeping. There was a lot of money spent on this purchase along with a lot of time spent waiting on inspection services and even today being sent from one area to the next. I was last told that someone from the store would contact me and guess what that hasn't happened either. I held up to my end of the bargain by having my ring inspected as I should so Key needs to hold up to their end of the bargain as far as repairs and replacement and hold their store associates accountable for their actions. Why should I again be penalized for the store associates poor customer service and record keeping, I need what I paid for and that is to have my wedding ring fixed appropriately.

  

  Business Response

  Date: 09/27/2022

  September 20, 2022
  
  ***********************
  4135 *********
  ********, ** 43224
  BBB # ********
  
  Dear ***********************:
  
  We appreciate the opportunity to respond to your concerns regarding your wedding band and the service you received from our company. We understand the importance of your wedding band and your dissatisfaction with the documentation of your warranty inspections. We have forwarded your service complaint to the district manager responsible for the Polaris store 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 for future customers.
  
  Our store manager, ****, contacted you on September 19th and verified that you were recently in our store for an inspection. She also learned that your band was under your mother-in-laws name which is why there were issues locating it in the system to records the inspections. **** has agreed to cover the replacement of your diamond free of charge.
  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: 09/28/2022

   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:09/07/2022

  Type:Billing 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 visited Zales in the ******************* on August 25, 2022. I went to purchase a pair of earrings and I had cash to pay for everything. The sales clerk asked me if would I like to open a credit card account and I said no. I kept trying to pay for my purchase and the sales clerk kept asking me to open a credit card account. The sales clerk told me that she would not sell me my item unless I opened a credit card account. I opened the credit card account because I was bullied and really wanted to purchase my items. I still paid cash for my items. I notified my parents of the situation and they are teaching me how to advocate for myself. I canceled my credit card and was told that it would be listed on my credit report as closed by the customer. I canceled the ********************** Credit Card on September 7, 2022. I would not have had to close the account if I was not pressured/bullied into opening the account. My parents take credit very seriously and feel that this will impact my credit score in the future. I would like to have this removed permanently from my credit report because the sales clerk pressured me into opening an account.

  

  Business Response

  Date: 09/20/2022

  September 20, 2022
  
  
  
  ***********************
  *** *************.
  *********** ** *****
  
  
  Re: Case # ********
  
  
  Dear ***********************,
  
  We appreciate the opportunity to respond to your concerns regarding your experience at our ******************* store.
  
  I am sorry to hear of your experience. I researched your concerns and spoke with the store manager regarding your experience. She asked me to apologize to you on her behalf and assured me she will discuss your concerns with her staff.This type of business practice is not tolerated in our stores.
  
  Please be advised, your credit account is managed by a third-party financial institution; therefore, we do not have control of or access to your account.
  
  For questions or concerns regarding your credit account, please contact your credit provider directly. You can locate their contact information on any of your statements or on the back of your Zales credit card.
  
  I apologize for your dissatisfaction and any inconvenience this has caused.
  
  Sincerely,
  
  *************************
  Specialist, **************************

• Initial Complaint

  Date:09/07/2022

  Type:Customer Service 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 June 16 2022, I sent a letter regarding inaccurate and unknown things on my credit report. To this day over 60 days later I have not received a response yet. I feel like I'm being taken advantage of and being ignored of my disputes. ,It is plainly stated that a failure to investigate these items within 30 days gives a reason to immediately remove those items from my credit report. It has been over 60 days so they should be deleted promptly. I demand these accounts be deleted immediately or I will file for litigation due to the stress you caused me. This complaint was not made in error , I'm a nature consumer of the law and should be treated like one, I have sent a Debt validation letter over 60 days ago and i have not received a response, which then leads to an insufficient validation/ insufficient response. This account is also in violation due to not notating that the account has been disputed, you allowed this debt collector to violate my right. . I disputed these items inaccurate over 60 days ago and you haven’t notated is as disputed. Which cause me to lose out on offers due to reporting this inaccurate item and not notating it was disputed.

  

  Business Response

  Date: 09/17/2022

  September 17, 2022
  
  ******* *****
  *** ******* **
  ********, ** *****
  BBB # *******
  
  Dear Mr. *****:
  
  We appreciate the opportunity to respond to
  your concerns regarding your credit account and the service you received from
  our company. We welcome your feedback about your experience and will work to
  improve how these types of issues are handled for future customers.
  
  For us to assist you, we will need the
  following information to verify your identity.
  Your full account number or the last four digits of your social security number
  Your date of birth
  Your previous address (if you have recently moved)
  We will
  complete your request for validation once we receive your response. If you prefer to reach us by phone, we can be reached Monday through Friday 9:00 a.m. - 10:00 p.m.
  (EST) and Saturday 11:30 a.m. - 9:00 p.m. (EST) at 1-800-877-3616.
  
  Sincerely,
  
  ***** *****
  Customer Connection Center
  
  cc: Better Business Bureau

• Initial Complaint

  Date:09/07/2022

  Type:Customer Service 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.

  Purchased engagement ring & diamond band 7-01-21. We had been looking at 2 different diamond bands, employee ordered wrong band. They gave no options & told me the employee who ordered my rings had quit &refused the requested refund. I had ordered a band that didn't have the small diamonds exposed. Left with no choice, I kept the rings. The rings have needed repaired FOUR different TIMES!! Multiple diamonds on multiple different occasions has fallen off. The gold has cracked on the bands more than once. The orginal Dimond ring had only 3 prongs for the middle diamond. This caused the middle diamond to fall off. They told us that this was a design flaw & added a 4th prong. Today's date is Sept 5th 2022. I picked the ring up on August 26th 2022 after the ring was in the shop for the 3rd time. We were again told there was a design flaw & they needed to completely refurbish the ring.Today it is Sept 4th & yet another small diamond has fallen off.This is not acceptable. This was my dream wedding set. It was gifted to me for our 25th Wedding anniversary. The fact that the ring was from Jered Vault, meant something special to us. We requested a refund when the wrong band was ordered & they refused. Now it's going in the shop for the 4th time!! We purchased from Jared because we incorrectly thought we would be purchasing a quality piece of jewelry that would last a lifetime. I don't know understand how you legally get away with selling jewelry with obviously design & quality flaws.

  

  Business Response

  Date: 09/27/2022

  September 20, 2022
  
  *******
  ********
  18417 MESA RD
  Edmond, OK 73012
  
  BBB # ********
  
  Dear ******* ********:
  
  We appreciate the opportunity to respond to
  your concerns regarding your engagement ring and wedding band and the service
  you received from our company. We understand the importance of your wedding
  rings and your dissatisfaction with their quality. We have forwarded your
  service complaint to the district managers responsible for the Oklahoma City 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 for
  future customers.
  We have no record of you contacting us
  regarding your request to return your rings purchased on July 1, 2021, until your
  Better Business Bureau complaint which is beyond our return period. Therefore,
  we cannot honor your request for a refund. According to our records, your
  bridal set was replaced with new rings on September 12, 2022.
  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