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:09/06/2022

  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.

  In December 2021 I sent my ring in to be sized up a 1/4 of a size. When I returned to the store to pick my ring up from sizing, the center stone was noticeably damaged. The stone had multiple chips on the girdle. When I pointed out this issues with the stone to the sales associate, she was rude and unwilling to look at the ring. I refused to take the ring back into my possession. The ring was sent back to corporate to replace the center stone, a tanzanite; which is rare. I asked the store manager to send back my original stone for a comparison due to how deep the color of my stone was. When the stone was sent back from corporate, the stone was not of similar quality and the original stone was not sent back. The replacement stone was yellow/brown and purple. Whereas my original stone was a deep purple/blue. The ring was then sent off for a second time to corporate office to be fixed. Several months later the ring was returned. Corporate did send back a loose stone that they reported was the "original" stone, but was in fact not. My original stone had a distinct **** on the table. The stone that they sent back did not have the distinct ****. I excepted the new stone as it was very close to the original stone that their jeweler had damaged. Since I excepted the new stone, the ring had to be sent back out to be appraised as the original ring was appraised. After being without my ring for 9 months, it finally returned from being appraised. When I went to pick the ring up, there was a noticeable chip by one of the prongs. No one at the store could offer and explanation as to how a new stone that was sent out undamaged returned damaged. Now my ring will have to be sent out again for an unknown period of time. This is unreasonable and unacceptable.

  

  Business Response

  Date: 09/21/2022

  September 20, 2022
  
  
  
  *******************************
  **** *****************.
  ******** ** *****
  
  
  Re: Case # ********
  
  
  Dear *******************************,
  
  We appreciate the opportunity to respond to your concerns regarding your ring repair. I am very sorry to hear of your experience.
  
  I researched your concerns and contacted the store manager **. He explained he is working with my associate ****** regarding your concerns. ******* notes indicate she reached out to you today to discuss the situation but had to leave you a voice mail.
  
  Please be sure to contact ****** if you have not done so already. She is happy to work with you and ** in resolving your concerns.
  
  I apologize for your dissatisfaction and the inconvenience this has caused.
  
  
  Sincerely,
  
  *************************
  Specialist,Customer *****************

• Initial Complaint

  Date:09/03/2022

  Type:Sales and Advertising 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 was shopping for a ring and got an email that the specific ring I had placed in my cart was eligible for an additional $25 off the item saved in my cart. Please see attached screenshot and chat with customer service. This is misleading to the customer and a system issue on your company’s end. I should not be penalized for that and would like to be credited at least the $25, per the email.

  

  Business Response

  Date: 09/19/2022

  September 19, 2022
  
  **** ******
  **** ******* **
  ** *****, ** *****
  
  BBB # *******
  
  Dear Ms. ******:
  
  We appreciate the opportunity to respond to
  your concern regarding your online ring purchase 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.
  
  We would like to clarify that the promotional
  code is not able to be applied to previously owned merchandise. We apologize
  for any confusion. We are mailing a $25.00 Kay Jewelers gift card to you as a
  gesture of good will. 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: Better Business Bureau

  Customer Answer

  Date: 09/21/2022

  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:09/02/2022

  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.

  I have been trying all week to purchase a ring from this store. My first purchase order ************** was cancelled the following day due to low stock. My second purchase ************** was also cancelled due to low stock. Finally my third order ************** processed and was delivered however I was mailed a size 5 ring that is not the full 1/2 ct listed. The listing, receipt and order stated in multiple places the ring was a size 7. Multiple calls into Kay’s and requests for management contact and none of this is resolved. I have had close to $5,000 wrapped up this week due to this and I now have a ring I can’t even wear. I would like to exchange this ring for a correctly sized ring and a bigger center stone at the business expense to compensate for the issues at hand.

  

  Business Response

  Date: 09/14/2022

  September 13, 2022
  
  ****** ******
  *** ******* **
  ****, ** *****
  
  BBB # ********
  
  Dear Ms. ******:
  
  We appreciate the opportunity to respond to your concerns regarding your online order and the service you received from our company. We apologize that your ring was not as ordered, and your previous orders were cancelled due to being out of stock. We have forwarded your service concerns to management responsible for the fulfillment center be addressed 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 would like to clarify that we are unable to process exchanges through our website. According to our records, our management offered to have the ring sized to the size needed at a nearby store and provide you with a gift card. However, you returned the ring for a refund on September 8, 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

• Initial Complaint

  Date:09/02/2022

  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.

  My husband and I bought my wedding ring and band from Zales as well as his wedding band.I had to go every year to get it examined for the warranty. This last time my husband brought it to get examined and they sent both out because both were missing one little diamond. I asked why they had to send out my wedding ring because only the bigger one has warranty and they said they both did, one I paid for and the others was through Zales. -Fast forward-They never called me to tell me to come get my rings, everytime I would call they kept saying it was not back. After two months I went in person and they told me three different stories. First, it was that it was not back yet. Then they said wait, it did come back but someone picked it up already. Then they said, they only sent out ONE ring! I spent thousands and I still have my receipts. Zales needs to make this right! I want my rings back or I want my money back!!! Store credit for equal I don't care but I'm not taking a loss on something so sentimental!

  

  Business Response

  Date: 09/14/2022

  September 14, 2022
  
  
  
  ***************************
  254 *************.
  *********, ** 06825
  
  
  Re: Case # ********
  
  
  Dear ***************************,
  
  We appreciate the opportunity to respond to your concerns regarding your ring repair. I am sorry to hear of your experience.
  
  I would like to research your concerns; however, I will need a bit more information to do so.
  
  Please contact me directly with the location of the store (city and mall name), the name and phone number associated with the repair and the repair job number.
  
  You can reach me by email at: ********************************************************************************
  
  I apologize for your dissatisfaction and the inconvenience this has caused. I look forward to your reply.
  
  
  Sincerely,
  
  *************************
  Specialist,Customer *****************

• Initial Complaint

  Date:09/01/2022

  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.

  Purchased screw back earrings from the ******* **** kiosk location. Purchased these earrings due to the security and quality that was recommended by associate. The item was defective and fell out of my daughters ear not even more than 3 days of wearing them. Note these are SCREW BACK earrings, not easy to remove!
  I called the store and spoke to the manager ******, which stated they do not stand by there product and there is nothing she was willing to do. I did not ask for a refund, just another earring that could be checked at the location for proper security - she said NO.
  
  Called Corporate- waiting for case manager to call with resolution.
  
  From a customer standpoint, this experience has been extremely disgraceful. I buy an item that doesn’t hold up to the quality it should, and when I call to resolve the issue, I’m told NO, this happens and basically to deal with it

  

  Business Response

  Date: 09/14/2022

  September 14, 2022
  
  
  
  ******* ****
  *** * ******* ** *
  ********** ** *****
  
  Re: Case # ********
  
  
  
  Dear ******* ****,
  
  We
  appreciate the opportunity to respond to your concerns regarding your lost
  earring
  
  I
  am very sorry to hear your daughter’s earring has been lost. I researched your
  concerns and see you purchased the earrings on August 13, 2022.
  
  We
  do not have any warranties that would replace a lost item. Additionally,
  without the earring, there is no way to determine why the earring was lost.
  
  That
  being said, I would be happy to provide you a promotional code for 15% off if
  you would like to purchase a new pair since the earrings were recently
  purchased.
  
  Please
  note, because you filed a complaint through the Better Business Bureau, I
  pulled your case to assist with a resolution; therefore, you will not be
  receiving an additional follow up call from another associate regarding your
  call to our Customer Care department.
  
  If
  you would like to accept this offer, please contact me directly at:
  
  ***********************************
  
  I
  apologize for your dissatisfaction and the inconvenience this has caused. I
  look forward to hearing from you.
  
  
  Sincerely,
  
  ***** *******
  Specialist,
  Customer Connection Center

  Customer Answer

  Date: 09/15/2022

   I am rejecting this response because:
  
  
  Good morning, 

  I will not be accepting your 15% discount. The earrings that were sold to me were defective and I believe you should stand by your product. These were purchased by the recommendation of your associate, which failed to work. 

  

  Business Response

  Date: 09/20/2022

  September 19, 2022
  
  
  
  ******* ****
  *** * ******* ** *
  ********** ** *****
  
  Re: Case # ********
  
  
  
  Dear ******* ****,
  
  We
  appreciate the opportunity to continue to respond to your concerns regarding your
  lost earring
  
  As
  mentioned in my previous response, without the earring, there is no way to
  determine why the earring was lost and there is no indication the earring was
  defective. Additionally, we do not have any warranties that would replace a
  lost item.
  
  Again,
  I would be happy to provide you a promotional code for 15% off if you would
  like to purchase a new pair since the earrings were recently purchased.
  
  If
  you would like to accept this offer, please contact me directly at:
  
  ***********************************
  
  I
  apologize for your dissatisfaction and the inconvenience this has caused. I
  look forward to hearing from you.
  
  
  Sincerely,
  
  ***** *******
  Specialist,
  Customer Connection Center

  Customer Answer

  Date: 09/21/2022

   I am rejecting this response because:
  The earring was located, see the attached picture. Not only did the back fall off, but the diamond fell out as well.
  As stated previously,  the quality of this set was very poor. 
  I would be happy to send these back to you if you provide a prepaid package to do so. 
  if so, a replacement would be needed. 

  
  Please advise how you would like to proceed - 

   

   

   

  

  Business Response

  Date: 09/27/2022

  September 26, 2022
  
  
  
  ******* ****
  *** * ******* ** *
  ********** ** *****
  
  Re: Case # ********
  
  
  
  Dear ******* ****,
  
  We
  appreciate the opportunity to continue to respond to your concerns regarding your
  lost earring
  
  I
  am happy to hear you located the missing earring. I contacted the store manager
  *********, and she is happy to replace the earrings for you.
  
  Please
  be advised, this is being completed as a one-time customer service as you did
  not purchase the Extended Service Agreement (ESA). I am providing you the link
  to our website that provides the details of this warranty:
  
  **************************************************
  
  Please
  contact ********* to arrange a meeting with her as she is the only person in
  the store that can complete this transaction. The phone number to the store is:
  ***** ********* 
  
  Please
  be sure to take both earrings with you to the store for the exchange.
  
  I
  apologize for your dissatisfaction and the inconvenience this has caused.
  
  
  Sincerely,
  
  ***** *******
  Specialist,
  Customer Connection Center

• Initial Complaint

  Date:09/01/2022

  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.

  We purchased my engagement ring in 2020. It sat in a box until May 2021. In July 2021, we purchased my wedding band. As *** was cleaning my engagement ring, they asked if we knew it was certified. We were never told the diamond was certified when we purchased it. Since, I have been trying to get a copy of the *** certification card. I have spoken with multiple people from *** locations to *** customer service: *******, *****, ********, ***** ****************** as well as ************* (*** Store). I spoke with ****** at *** who told me I could purchase a replacement for $35. I declined as this is NOT a replacement; I was never given one in the first place. The $35 needs to be paid by *** to provide me with a *** certification. My ***# is **************** case number/ticket number is ******** or ********. ***** was the best at trying to get this rectified for me and his extension is **** but I have not been able to reach him which is try I tried reaching out the store again who has said they'd "look into it" but haven't called me back. I'm sick of fighting with *** on this matter and just want the certification card that should have come with my ring. The ring was purchased under "***************************" and is the same address as mine listed above. Please contact me in regard to this complaint as we spend a lot of time and money at *** and have not been treated well in regard to this concern. Thank you.

  

  Business Response

  Date: 09/19/2022

  September 19, 2022
  
  *****************************
  207 *******
  ******, ** 14456
  
  BBB # ********
  
  Dear ********************:
  
  We appreciate the opportunity to respond to your concerns regarding your diamond certificate card and the service you received from our company. We understand the importance of your engagement ring and your dissatisfaction that you have not received this important information.We welcome your feedback about your experience and will work to improve how these types of issues are handled for future customers.
  
  We have requested a free reprint of your diamonds cert card be rushed to the **************** Outlets store for you to pick up. Our store team members will contact you upon its arrival. If you do not receive a call within ************************** directly at ***************************************** for additional 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: **********************
  

  Customer Answer

  Date: 09/21/2022

   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.

   

  Should I not be contacted by the store in 14 days, I will not contact them again but will reach back out directly to you.

   

  I appreciate you taking care of this quickly as it's been such a long time in the making and I never got anywhere by utilizing any other form of customer service tools.

   

  Thank you,

  *****************************

• Initial Complaint

  Date:08/30/2022

  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.

  I brought my wedding ring to Kay Jewelers due to the prongs being loose on the ring which I had for almost 30 yrs with no other problems. Kay Jewelers in ******* ** told me that I should replace the whole head , that it would be much better if I did. We agreed to replace upon there suggestion. I received the ring back and with in 9 months the whole head fell off , I called Kay Jewelers and was told they only warranty for 6 months. Very upset with this response. As I now have a wedding ring that has no diamond or head. I had the same ring with the same head setting for almost 30 years and it never fell off. How they can be so careless with there response. The workmanship with what they replaced was obviously not good at all. We also were very good *** Customers before all this happened. I would say my husband has spent many thousand of dollars at this establishment over the years.

  

  Business Response

  Date: 09/13/2022

  September 13, 2022
  
  *********************** 16 *************** *****, ** 01970
  
  BBB # ********
  
  Dear ******************:
  
  We appreciate the opportunity to respond to your concerns regarding your wedding ring 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.
  
  We understand the importance of your wedding band to you and your distress with what has occurred. As you have stated in your complaint, we warranty our repair work for up to six months. Our records indicate that the repair to replace your rings head occurred in November 2021. Because your ring is no longer covered under warranty, we cannot repair your ring free of charge or offer a replacement. If you would like our company to repair your wedding ring, we can send it to our repair shop for an estimate.
  
  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: **********************

• Initial Complaint

  Date:08/29/2022

  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 sent my husbands wedding ring out with **** in ************ for polishing rhodium plating and repair for a dent. When I went back to pick up the ring it was completely altered and not in the original form how the ring was purchased. The staff in the store was helpful and tried to offer solutions but this is unacceptable for their service center and jeweler to alter my personal ring without any quality control checks or permission. I would like to report them and file a complaint against their service repair center that was used for ruining my husbands wedding ring which has extreme sentimental value due to the fact we were victims of Covid and our wedding was postponed all we had were our rings to be married in a simple back yard Covid wedding. Please beware no one send out your jewelry through **** service center for repairs. We want a full replacement of the original ring as the ring has been damaged and we dont wish to send out anymore jewelry with them anymore.

  

  Business Response

  Date: 09/13/2022

  September 12, 2022 
  *********************;
  9199 ********** 
  *******, ** 33351 
  
  BBB # ******** 
  
  Dear **********: 
  
  We appreciate the opportunity to respond to your concerns regarding your husbands wedding ring and the service you received from our company. We have forwarded your service concerns to the district manager responsible for the repair shop that worked on the wedding ring to be addressed 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 understand the importance of your husbands wedding band to you and your distress with what has occurred. According to our records, we sent your ring to our repair shop again for further work. It returned to the store on September 9, 2022, and you have picked it up. If you have any further issues, please contact your case specialist at the contact information she provided to you.   
  
  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, 
  
  ***** Copus 
  Customer Connection Center 
  
  cc: Better Business Bureau 

• Initial Complaint

  Date:08/25/2022

  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 paid my bsterling jewelers account off in 2011. In 2018i was contacted by a collection agency stating I never paid off my account and that there were additional fees. I then paid my account off a second time to avoid my credit dripping even more. They contacted me again tonight 4 years later threatening me and telling me that I owed them nearly $600 still on a $200 balance that I've paid off twice now

  

  Business Response

  Date: 09/07/2022

  September 7, 2022
  
  
  *********************************
  **** *************
  ******, ** 45420
  
  BBB # ********
  
  Dear ************************:
  
  We appreciate the opportunity to respond to your concerns regarding the credit account reporting on your credit file.
  
  We were unable to locate a credit account under your name and the address you provided. Please provide the address on the account when it was opened, your date of birth, and either the full account number or the last for numbers of the account number.
  
  Thank you for your assistance.
  
  Sincerely,
  
  
  *********************
  Customer Connection Center
  
  cc:       Better Business Bureau

• Initial Complaint

  Date:08/25/2022

  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.

  I bought a necklace at a store called Banter in **** *****, FL. I wore it next day, and it was completely tangled up when I got home. After I realized that it isn't wearable, I contacted the company via email to tell them I would like to return it. The social media page of theirs I contacted helped me to get in touch with a "specialist" to help me solve the problem. I had as stated on the receipt, 30 days to return it for a refund, or 60 to receive store credit. The company emailed me back and directed me to email a specific email address of a woman who would handle it for me. While waiting almost two weeks for her to never respond, I wrote back to the social media site. They told me they would contact the store I bought it at, and tell them to allow me to return the item, even though it went over the 30 days, because they took so long to respond to me. A manager from the store left me a voicemail and said it would be ok to return the necklace, and that she approved it. I went down to return the necklace, and the store manager embarrassed me saying it was not returnable, and that he refused to return it. When I left I called the "assistant manager" who left a voicemail. It ended up being a fake number. A few days later I realized they fraudulently charged me for a warranty on the necklace. I contacted the "specialist" who told me they would allow me to return it, but I had to no choice only bring it back in store. I have contacted them numerous times to say I have no way to get back to the store, and refuse to allow me to use my warranty that I was fraudulently charged for to return it via online. I would like my necklace returned online as I have no way to get back to the store, and because the manager absolutely humiliated me last time I was there as I am entitled to use my warranty I was charged for without permission. They keep saying they cannot take it back online, even though they know I had already went in store once to return and was rejected and sent away.

  

  Business Response

  Date: 09/06/2022

  September
  6, 2022
  
  
  
  *******
  *****
  *****
  ** **** ***. **** ****
  ****
  *****, ** *****
  
  
  Re:
  Case # ********
  
  
  Dear
  ******* *****,
  
  We
  appreciate the opportunity to respond to your concerns regarding your charm and
  the service you received.
  
  I
  am sorry to hear of the difficulties you have encountered. I researched your
  concerns and found you spoke with a member of our Customer connection Center
  team and the district manager was asked to contact you regarding your concerns.
  
  I
  spoke with the district manager and she told me she has tried to reach you by
  phone but has not been successful and has not received a return call from you.
  She has authorized the return of the charm.
  
  Please
  be advised, because this is an in-store purchase the charm will need to be
  returned to the store; it cannot be returned by mail to our corporate offices.
  
  If
  you would like to process the return at a different store, please contact me
  directly and I will be happy to make those arrangements. I can be reached by
  email at:
  
  ***********************************
  
  I apologize for your experience and the inconvenience this has
  caused.
  
  Sincerely,
  
  *****
  *******
  Specialist,
  Customer Connection Center