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.
- 298 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:08/25/2022
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 have placed a total of two online orders with Zales. They both were for an engagement ring so it was a very important purchase. My first order was placed in July for it to be shipped to a store and for me to pick it up. They never shipped it to the store and when I asked where my order was I was told they would forward it to a different team that would take 2-4 weeks to email me. I never received an email from that team but I did receive an email stating that they cancelled my order instead. On my second order I placed it August 16th I have kept constant contact with checking in on my order and all I've received was a scripted answer about how it should be delivered by the 26th. Today is the 25th I have yet to receive a tracking number and according to the website my order should of finished being prepared yesterday. The customer service is horrible they don't truly care about the online customers.
Business Response
Date: 09/06/2022
September
6, 2022
**** *****
*** ********** ****.
*******, ** *****
Re:
Case # ********
Dear
**** *****,
We
appreciate the opportunity to respond to your concerns regarding your online
order.
I
am sorry to hear of the difficulties you encountered with your online order. I
researched your concerns and found your order was shipped on August 31, 2022.
According to the UPS tracking you made arrangements to pick-up your order at
UPS; which you were able to do on Friday, September 2, 2022.
Please
be advised, the delivery date provided on your confirmation email is an
estimate; not a promise date. Information on our website concerning shipping
states the following:
“An
Estimated Arrival Date will be provided at the time your order is placed.”
I apologize for your experience and the inconvenience this has
caused.
Sincerely,
*****
*******
Specialist,
Customer Connection CenterInitial Complaint
Date:08/24/2022
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.
I ordered two rings online at ******* to be shipped to the store located in ******* ***** **. Once they arrived at the store, I went to the store and decided to cancel the order. The manager I talked to said no problem we can just cancel the orders and a refund will be issued. I have yet to receive my refund and customer service for ******* says they have escalated the issue because they cannot figure out how to issue the refund. They recognize the order is canceled but can’t figure out how to issue the refund to my credit card. They have issued a case number a week ago but no resolution. The urgency comes from the interest incurred because they cannot figure out how to issue a simple refund.
Order numbers ************** and ************** Case number ********Customer Answer
Date: 08/30/2022
[[BBB TRANSCRIPTION VIA EMAIL FROM THE CONSUMER 8/30/2022]]
I have received the refund on my account and therefore this complaint can be considered resolved. Thank you for your assistance on this!***** *********Initial Complaint
Date:08/23/2022
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 this ring and less than 2 weeks later the price has dropped by $120. I bought it on the website, ***.com.I reached out to customer service and they are telling me that they will not process a refund that I have to go to a store within the next one day in order to get the difference refunded to me. There are not any stores for this company within an hour of my home. Not to mention the fact that I have a young child and work a full-time job.I ordered and paid online. I should be able to get the refund from the online service center. It makes absolutely no sense for me to have to go to a store.Order **************Business Response
Date: 09/07/2022
September 7, 2022
*****************************
***************************************************************************** 17972
BBB # ********
Dear ****************:
We appreciate the opportunity to respond to your concerns regarding your online purchase and the service you received from our company. We have forwarded your service concerns to the management of the ************************** to be addressed 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.
We would like to clarify that because you financed the purchase through Affirm.The purchase needs to be processed at a store. However, as a gesture of good will, we will mail a check to you for the price difference. According to our records, you paid $374.99 for the ring. The sale price was $279.99. The price difference is $95.00 and $5.70 in sales tax for a total $100.70. 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,
*********************
**************************
cc: Better Business BureauInitial Complaint
Date:08/23/2022
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.
This issue started 5/23/2022 purchased a new wedding band sent it off along with my husbands band to both be sized. My band came back missing the inside diamond, my husbands came back missing the diamond and severely scuffed up. Sent the rings back off, mine returned ok his however the diamond had been replaced but the scuffs were even worse. **** wanted to send his ring to a different repair shop with hopes the issue would be resolved after trying to buff out the scuffs the repair person could only buff away The *** stamped on the inside completely replacing it with a totally different font, looks nothing like the block letters we supposed to, we told them this was unacceptable now this ring is discontinued and we could pick out something similar to place it and pay the difference, we felt as if this wasnt our mishap so we didnt need to cover any additional fees, reached out to someone from corporate and the gentleman told us to pick out what we could find that is close to what we had, so we did. Our wedding was in 2 weeks so we could not send off they put a metal ring guard on there so we would have his ring for the wedding and pictures, sent the ring on to be sized along with sending off my wedding set to be soldered together. My set came back missing one of the inside diamonds sent off again! His returned the next day from being sized and scuffed up now has to be sent off again. This has been going on back and forth for 2 months exactly today. This is very unacceptable and has repeat **** customers all of my jewelry has came from there and now dealing with this. I have all the dates if needed.Business Response
Date: 08/31/2022
August 31, 2022
*************************
****************************************************** 24055
BBB # ********
Dear **************:
We appreciate the opportunity to respond to your concerns regarding your wedding jewelry. In order to fully, research your complaint, please provide the name the purchaser as it appears on the receipt or repair tickets.
Thank you.
*********************
Customer Connection Center
cc: Better Business BureauInitial Complaint
Date:08/23/2022
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.
I purchased a personalized charm in May 2022 from Jared online. On August 12 2022, the charm broke in half. I called Jared customer service and was told nothing could be done as I didn’t purchase the protection plan and I was outside the 60 day warranty window. I was instructed to go to a Jared store for assistance to see if the break was due to a manufacturer issue. So, I went to the store and I was told they could add the protection plan for an additional $55 but the repair would cause one my sons names to be melted off due to the process of soldering the charm back together. They would be unable to re-engrave it and the only solution would be to remove ALL the names off the charm. The whole purpose of me choosing the charm was that I could have not only my childrens birthstones but their names as well. I was told this was my only option. So now I’m out $143.90 for a charm that I have owned for less then 3 months! I was even told by the store that the hinges wear over time and this happens a lot. It wore in 3 months?!? This is ridiculous! Jared needs to either replace my charm or refund me my money. They shouldn’t be selling cheap charms.Business Response
Date: 09/07/2022
September 7, 2022
******* *******
*** ******** ***
********* ** *****
BBB # ********
Jared Case # *******
Dear *** *******:
We appreciate the opportunity to respond to your concerns regarding your personalized charm and the service you received from our company. We have forwarded your service concerns to the district manager responsible for the ******* store to be addressed with the store 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’re sorry that your charm is broken, and the repair would result in the removal your child’s name. Although, you did not purchase a Jewelry Replacement Plan (JRP), we will make a one-time exception to allow an exchange of the charm due to it breaking so soon after the purchase. We recommend purchasing a service plan on the new item you select.
Please provide a copy of his letter to the store associate when you visit to process your exchange. If anyone at the store has a question, please ask them to contact the Customer Care Department with Case # ******* for assistance. We apologize for the inconvenience you experienced in this.
Sincerely,
***** *****Customer Connection Center
cc: Better Business BureauCustomer Answer
Date: 09/07/2022
I am rejecting this response because:
The store I went to was located in ******* **** **. I am not sure what ******* is. I am not sure if this changes anything, so I am rejecting the response until it made sure that going to the ******* **** store will be okay.Business Response
Date: 09/07/2022
September 7, 2022
******* *******
*** ******** ***
********* ** *****
BBB # ********
Dear *** *******:
We appreciate the opportunity to
respond to your further concerns regarding your personalized charm and the
service you received from our company.
We apologize for any confusion
regarding the store’s location. You can visit any of our Jared store locations
that you wish.
We apologize again for the
inconvenience you experienced in this.
Sincerely,
***** *****Customer Connection Center
Customer Answer
Date: 09/12/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********. I went to the store and they have ordered a replacement charm.Initial Complaint
Date:08/23/2022
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.
My husband purchased a new ring and band for me through Kay’s online. They needed sized. Went to this store to have them sized. My current set has two bands and in conversation I mentioned that I would like a second band a week later when I was there picking them up, but they were sold out online. At this time let me also mention the engagement ring is too big and falling off my finger and the other one fits perfect. She insists they are the same size and its a complete mystery why it’s falling off. She offered to send it back, but I opted to wait as much to my surprise she finds me a second band at a store in New York. We talk about it, I would like them all soldered anyway so it shouldn’t be a big deal. I make sure they can be soldered as the bands are slightly contoured. She assures me absolutely. I pay in advance and the payment is processed wrong 2 separate times and I thought voided, but not much to my surprise not. A week later I call. Out of the 3 charges on my card one went through and one fell off and the third is now pending. I call *****, the same associate I’ve dealt with this entire time and she tells me she’ll call me back. Never does. Another week goes by and I go to pick up the second band. The band is completely different from the rest of my set in color. Which she either knew upfront and ignored or is so inexperienced she had no clue. Either way I was more disappointed than I can say. I again inquired about this pending charge. I was told it is an error on the card company side and I would have to call them because it would mean being on the phone for hours. I left. Called the card company. They answered me within minutes, not hours. Said it was how the store processed it and it would fall off but not until September 29. So this will sit on my card until then affecting my available balance and no one can help me. And just for giggles I was also told a limit increase request was done in order to push all this through without my knowledge or consentBusiness Response
Date: 08/31/2022
August 31, 2022
**** *******
**** ****** **
********* ** *****
BBB # ********
Dear Ms. ********
We appreciate the
opportunity to respond to your concerns regarding your wedding jewelry. In
order to fully, research your complaint, please provide the name of your
husband as it appears on the receipt or repairs.
Please be aware that because
we are not your credit account’s service provider, we are unable to adjust any
pending holds. Holds are pending for the amount of time the service provider
allows.
Thank you.
***** *****
Customer Connection Center
cc: Better
Business BureauInitial Complaint
Date:08/22/2022
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.
My wife brought her ear rings in to Kay Jewlers for an upgrade. Her ear rings were in their original box. When she upgraded the ear rings the employee took the box and ear rings and gave her the new ones. There is a 30 day return policy on all transactions. After only 1 week my wife decided to return the upgraded ear rings. We got our refund but the employee Pam returned my wife's original ear rings in a jiffy bag not her original box. When we asked where the box was she said they destroyed it. She was very rude!Business Response
Date: 09/01/2022
August 30, 2022
******* ******
**** ******* ***
******** ** *****
BBB # ********
Dear *** ******:
We appreciate the opportunity to
respond to your concerns regarding your wife’s earring box and the service you
received from our company. We have forwarded your service concerns to the
district manager responsible for the Concord store to be addressed with the
store 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 are sorry that the box to your
wife’s earrings was destroyed. As compensation, we are mailing a $25.00 Kay
Jewelers 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
Customer Answer
Date: 09/01/2022
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:08/21/2022
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 and paid for a ring on August 6 from Zales. On Aug 8 I received a confirmation email that the ring was shipped. I have tracked the merchandise and it says awaiting carrier pickup. It’s been 2 weeks and the merchandise hasn’t been shipped. A label was created with *** but it is still at Zales. I’ve reached out to 4 separate people at Zales and each time they tell me someone will get in touch with me. On Aug 20 I tried cancelling my order and they won’t allow me to cancel because they said they can’t because a shipping label was created. I just want my money back!!!!Business Response
Date: 09/01/2022
September
1, 2022
**** ******
***** ***** ***** ***
*********** ** *****
Re:
Case # ********
Dear
**** *******
We
appreciate the opportunity to respond to your concerns regarding your online
order.
I
am sorry to hear of the difficulties you encountered with your online order. I
researched your concerns and see you contacted us on August 20, 2022 and your
concerns were forwarded to our e-commerce department.
An
investigation found your order was prepared for shipping; however, no further
movement occurred, and your order was not located.
For
this reason, your order was marked as returned and a credit in the amount of
$96.44 was applied to your original form of payment on August 25, 2022.
I apologize for your experience and the inconvenience this has
caused.
Sincerely,
***** *******
Specialist,
Customer Connection CenterInitial Complaint
Date:08/20/2022
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 just received a engagement ring on 8/14/2022 from my fiancé. I went into the Northlake site in Charlotte NC. A rep broke my ring and now a new one has needed to be ordered. She put a make shift thing on the band so I can wear it for the week. I looked down this evening and no I diamond is MISSING. This is the second issue with this ring within one week!!!!Business Response
Date: 09/02/2022
September
1, 2022
****** ******
***** ****** **** ***
********** ** *****
Re:
Case # ********
Dear ****** *******
We appreciate the opportunity to respond
to your concerns regarding your ring.
I am very sorry to hear of the
difficulties you have encountered. I researched your concerns and spoke with
the store manager ********
******* explained there was a crack in
the shank of your original ring and the shank was very thin. While inspecting
and cleaning the ring, the shank did break. ******* explained they had a new ring transferred to their store and it is
currently with our jeweler for sizing.
The store will contact you when your new
ring is back at the store and ready for pick-up.
I
apologize for your experience and the inconvenience this has caused.
Sincerely,
***** *******
Specialist,
Customer Connection CenterInitial Complaint
Date:08/19/2022
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.
Ordered bridal set and men wedding band and deliver date given was 8/15/22. My wedding is 8/20/22 in Virginia. The rings didn't arrive as scheduled. I called, text, and chatted with customer service to cancel the order. The untimely delivery I can't wait because I was going to Virginia by 8/17/22 to finalize my wedding (marriage license, catering, decoration). I requested & demanded my orders to be canceled. Their customer service kept stating orders can be canceled in the first hour of placing order. However, that information is no where stated on the website. It's Friday, 8/19/22 no bridal set but my card was charged anyway. We had to buy rings from other jewelry stores for our ceremony. I want my money back immediately. Zales failed to deliver the product in the time indicated at ordering. I would've never ordered if I knew it was going to take longer than 8/15/22. They lied to me a request was submitted to cancel the orders. I never received an email confirming a request for cancellation.Business Response
Date: 09/01/2022
September
1, 2022
******* *************
**** ******** *** *** ***
****** ******** ** *****
Re:
Case # ********
Dear
******* **************
We
appreciate the opportunity to respond to your concerns regarding your online
order.
I
am sorry to hear of the difficulties you encountered with your online order. I
researched your concerns and found both orders were processed as returned and
refunded on August 20, 2022. The refund was applied to your original form of
payment.
Please
be advised, the delivery date provided on your confirmation email is an
estimate; not a promise date. Information on our website concerning shipping
states the following:
“An
Estimated Arrival Date will be provided at the time your order is placed.”
I apologize for your experience and the inconvenience this has
caused.
Sincerely,
***** *******
Specialist,
Customer Connection Center
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