Complaints
This profile includes complaints for Signet Jewelers's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,138 total complaints in the last 3 years.
- 299 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:08/15/2022
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 a certified 2 carat diamond ring with order number ************** on May 4th, 2022 for $11,249.99. Kay jewelers failed to provide the diamond certificate with the shipment. I have contacted their customer service online multiple times and they told me the only way to get the certificate is to go to a store because they have no record of what diamond they sold me. They have given this situation a case number of ********. I have now taken the diamond to the Kay Jewelery store in the ********* ***** two times to have the number off the diamond recorded so they can get me a certificate. They have now asked me to come back a third time because they say they did not record the number correctly. I am unable to insure the diamond because I do not have a certificate. My last interaction with customer service ended with them hanging up on me. I feel it is unreasonable for them to ask me to drive an hour to a store for a 3rd time so they can provide me with what was sold to me and I already purchased.
Business Response
Date: 08/26/2022
August 24, 2022
***** *****
***** ********* **
******** ** *****
BBB # ********
Dear Mr. *****:
We
appreciate the opportunity to respond to your concerns regarding your certified
diamond and the service you received from our company. We apologize that you
did not receive your diamond’s certification card and for the store’s error
when you visited them so they could obtain your diamond’s ID number. 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.
As
you have mentioned in your complaint, we do not keep records of the purchase of
diamond certification numbers. We do have a store closer to your address in the
****** ******* at ******* which can either obtain your diamond’s ID number for
the ***** store or can submit a request for the diamond certification card to
be sent to you. Alternatively, you can stop by a jewelry store near you to have
them find the diamond ID number and then you can provide the ID number to the
***** store by phone for them to submit.
In
the meantime, until your certified diamond card arrives, we are mailing a copy
of a Certificate of Insurance which most insurance companies will accept for
insurance purposes. Please note that the information in the paperwork is for
our item information which is I2 clarity and I color.
We
apologize for the inconvenience you experienced in this matter and as a gesture
of good will, we are mailing a Kay gift card for $200.00 that you can use in
our store or online. Please allow 21 days for delivery. We hope you will allow
us to provide you with the service you deserve in the future.
Sincerely,
***** *****
Customer Connection
Center
cc: Better Business BureauInitial Complaint
Date:08/14/2022
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 wife took her wedding band to zales for the semi annual inspection to comply with the lifetime warranty on her ring. Upon inspection the store manager told.my wife thay 2 diamonds were lose and needed to be repaired. The store manager told my wife that he sent her ring outside of zales repair ***** Because theirs were over booked. Several weeks passed and we didn't hear from zales so we called and the store manager said that the 3rd party repair shop would not be able to fix the ring because it was a rare ring. So he would have to send it to zales repair shop this time around. Another 2 weeks passed and we called xales again and asked if her ring was ready. The store manager said it was and for her to pick it up. My wife went to pick her ring up and noticed some intentions on her band and what appeared to be smolder marks. When we inspected the ring closer we found 2 similar holes on either side of the band. We told the manager that her ring was damaged and we needed it repaired to its original form. The manager denied damages and instead said we are responsible for the repair costs which will require a new band. I called customer service and filed a complaint and have been receiving the run around. We feel that , since we paid for the life time warranty at time of purchasing the ring we deserve to have her ring replaced or repaired. I have not hear from either the complaint ***** Or store manager . We would like to have , either her ring returned tonics original form, replaced or a full refund with increase in value. Since the ring is a RARE ring, as the store manager said.Business Response
Date: 08/19/2022
August 19, 2022
*************************
406 *****************.
*****,** 88240
Re:Case # ********
Dear *************************,
We appreciate the opportunity to respond to your concerns regarding your wifes ring repair.
I am sorry to hear of the difficulties you have encountered.
I researched your concerns and found the repair was sent to our jewelers at the stores normal Design and *************** Because they were behind, they sent your ring to another of our Design and Service Centers. Your wifes ring was not worked on by an outside jeweler.
The jewelers found the ring was no longer repairable and suggested the store replace the ring. Unfortunately, the original ring is no longer available; it is not rare but is no longer manufactured.
Our records indicate my associate ********* is actively working with your wife to replace her ring. At this time, ********* is waiting for your wife to make a decision on which ring she would like.
If further assistance is needed regarding this matter, please contact *******************She is happy to answer any questions you or your wife have regarding this matter.
I apologize for your experience and the inconvenience this has caused.
Sincerely,
*************************
Specialist,Customer *****************Initial Complaint
Date:08/12/2022
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.
Purchase a necklace from zales Greenbrier mall a month ago ***** necklace broke within a week of purchase return was skeptical of making another purchase as this was a birthday gift to myself after talking to the rep she convinced me to purchase another necklace the chain on the necklace was to thin so I purchased and additional thicker chain to have put on the necklace was sent it was supposed to be custom but it came back 4 tymes incorrect sizing after sauntering the necklace so much they decided to just send it back to the store un customized at that point I had waited on the necklace a month never wore the the piece it been in repair since purchase I have a case pending but Noone has responded I also purchased a pair of diamond earrings in the process of waiting on the necklace they broke within the week of having them I was able to return them with no disclosure at purchase on custom piece this piece has not been custom completed and at this point I nolonger want the necklace I would like to return for something else..I have not heard anything back from the store or customer service I have stop all payments and I am refusing to pick up the necklace!it's been well over a month since purchase!Business Response
Date: 08/19/2022
August 19, 2022
*************************
718 *****************
*******, ** 23523
Re:Case # ********
Dear *************************,
We appreciate the opportunity to respond to your concerns regarding your necklace.
I am sorry to hear of the difficulties you have encountered. I researched your concerns and found my associate **** was working on your case.
I spoke with **** and she informed me she has made arrangements with the assistant manager ***** to process a return for the necklace and chain. She also informed me she spoke with you on August 19, 2022 to let you know about the agreement with *****.
If you need any further assistance, please continue working with ****. She is happy to answer any questions you may have.
I apologize for your dissatisfaction and the inconvenience this has caused.
Sincerely,
*************************
Specialist,Customer *****************Initial Complaint
Date:08/12/2022
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.
In March I purchase a necklace from Zales. I called Zales to find out where my item was and they where able to tract it and stated The item was delivered to the wrong address/individual. The package delivered and signed by a stranger. I asked them to please start the dispute process. I was giving a dispute number and they said it had to go through their investigation unit, *** and then back to them. I kept calling to follow and I was told the agent working on it is the ONE and only person that I can speak to that she would reach out. I continue to call every week with no update. She finally emailed me and said that nothing can be done. I have called and emailed her multiple of times and I keep getting ignore. I am out on 1300 dollars and I don't have the item I purchased. Zales has ignored and made no effort to work with me.Business Response
Date: 08/19/2022
August
19, 2022
****** ********
**** ****** **** *****
******* ** *****
Re:
Case # ********
Dear
****** ********,
We
appreciate the opportunity to respond to your concerns regarding your online
order.
I
am sorry to hear you have not received your online order. I researched your
concerns and see your order was submitted on March 6, 2022. Your order was
shipped the same day with 2-day delivery.
You
did not contact us to let us know you did not receive your order until June 19,
2022. The *** tracking indicated your order was delivered March 9, 2022. Your
concern was forwarded to our e-commerce department; however, *** cannot open an
investigation once the delivery is past 60 days.
There
is no indication that your order was shipped to an address other than what you
provided. This is a determination that has to be verified by *** through a *** investigation.
I apologize for your experience and the inconvenience this has
caused.
Sincerely,
***** *******Specialist,
Customer Connection CenterCustomer Answer
Date: 08/22/2022
I am rejecting this response because:
I have made several attempts to get this resolved with the merchant. My emails have been ignored and zero efforts have been made to help me resolved this. *** websites states that I should contact the package sender if I can’t locate my package. Which I did. Ever since COVId *** has not been collecting signatures and the drivers signed that it was delivered. So again how can *** or the merchant prove that it was delivered and received by me. I have no one in my home by the name *********. So I wish to know how the merchant keeps confirming that it was received. I have attached *** current Covid policy.Customer Answer
Date: 08/23/2022
[[BBB TRANSCRIPTON VIA FWD EMAIL FROM THE CONSUMER 8/20/2022]]
Hello,
Your response is a dead end. How can you confidently say that the item was delivered to the address when it was never signed by me. If *** can’t verify it how can you verify it from your office with the same information I have.
Attached you will find the tracking signed by *********. My name is ****** ********. Again, explain to me how you can confirm that I received it. I don’t have the items of $1500 and affirm is also charging $1500. That is a 3000 hit iam taking and no one is making an effort to look into this. Should I just contact an attorney to contact you directly.
Regards,
****** *********Please see attached.
Business Response
Date: 08/31/2022
August
29, 2022
****** ********
**** ****** **** *****
******* ** *****
Re:
Case # ********
Dear
****** ********,
We
appreciate the opportunity to continue to respond to your concerns regarding
your online order.
Once
again, I am sorry to hear you have not received your online order. Through my
research I found your order was submitted on March 6, 2022. Your order was
shipped the same day with 2-day delivery per your request.
Because
you did not contact us until June 19, 2022, *** cannot open an investigation as
it is past 60 days. For this reason, we must refer to the proof of delivery
that states your order was delivered on March 9, 2022.
I apologize for your experience and the inconvenience this has
caused.
Sincerely,
***** *******Specialist,
Customer Connection CenterCustomer Answer
Date: 09/01/2022
I am rejecting this response because:
The order was not delivered to me. How can you take a stance when the proof is avaivle that I didn’t receive the Oder. My name is not *********, name on the credit to purchase, deliver address is not *********.**** did not gather a deist name or initial. I would like to see signature proof that I ****** ******** who placed the order received the product.
please provide confirmation to what you are standing by which is that the product was received by a ****** ********.
If not provide I demand a full refund.
thank you
Initial Complaint
Date:08/12/2022
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 been a Zales customer for years and have spent a great deal of money on Jewelry. My complaint is that (I acknowledge that I went over 1 month on terms) I logged in to pay off my 700.00 balance and see that my new balance is now 1100.00. This is because of the almost 560.00 interest charges applied to my account. I have never missed a payment or not paid off my balances early and I get hit with 29.99% interest rate??? I called the Zales credit card line and was told that there was nothing that can be done (the gentleman I talked to was polite and appeared to try and help me). I am a disabled Veteran that suffers from a brain injury and have major memory issues and that's not your fault, but that is the reason why I was off a month on my payoff. I can't believe that Zales could not / would not either eliminate that ridiculous charge or could have at least lowered it for a long-time customer that has never missed a payment. Zales, you have officially lost a customer and hopefully, more people will read this and take their business elsewhere because being a loyal customer to you, does not have any benefits except for charging your customers an absurd interest rate. Please do the right thing here, I have no problem paying a portion of this charge because it is my fault, but hitting me with that rate is just ridiculous.Business Response
Date: 08/19/2022
August
19, 2022
*** *****
***** ** **** ***
****** ** *****
Re:
Case #********
Dear *** *****,
We appreciate the opportunity to respond
to your concerns regarding your credit account.
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.
The terms of a promotional credit plan
state the following:
“For the 6, 12, and 18-month credit plans, interest will be charged to
your account from the purchase date if the purchase balance is not paid in full
within the promotional period.”
This
information is printed on your receipt and also available on our website. This
is the link to the terms and conditions: *********************************
For further 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,
Customer Connection CenterCustomer Answer
Date: 08/22/2022
I am rejecting this response because:
This is completely unacceptable. DO NOT put the blame on the credit company. This is the company that Zale's chose to represent your company as a financial partner, Zale's name is on this card, all communication from the credit company represents Zale's, so your telling me that there is nothing that Zale's can do? this is just trying to pass the buck. Basically this is your way of saying that as long as Zale's gets their money from the credit card company then they can treat YOUR customers any way that they please. I do not need you to tell me or try and advise me of what the terms were, I already addressed that. When I did contact the credit company they told me that if my bill was past due and in collections that they would negotiate a settlement price, but again my point, you reward people that do not pay their bills and default, but noting is done to assist your loyal paying customers. Again, this company should be ashamed, and again, you lost a loyal customer and I hope more see how you conduct your business.Initial Complaint
Date:08/11/2022
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.
On July 22nd, I stopped into the Kay Jewelers at the ****** ******* of **********, ** to have my wife's ring cleaned. Before the cleaned it, they told me there were a few diamonds loose and would have to send it for repair. Absolutely crazy that I had to send it yet again for repairs because this is the 3rd time in 6 months that stones have been loose. This only started to happen after they have soldered her ring together. I was promised that I would have the ring back on August 1st. On August 1st, I happened to be near the store so I stopped in to see if my ring was ready. Of course it wasn't back yet. So what is the point of giving a promise date that *** doesn't promise? Whatever, so my ring arrives back to the store on Tuesday and the store calls me to tell me the stones were still loose and they had to send it back but would expedite it. WHAT, they sent it back without even repairing it? Obviously it is a terrible repair shop. I stop in the store again on 8/6 to get my ring and was told it is not back yet. The manager calls to the shop to find out the status to be told they haven't started the repair yet. SO MUCH FOR EXPIDITING. The shop it was sent to is completely incompenent of repairing jewelery and items should not be sent to them.Additionally, after I told the manager none of this would happen if I would have took it to a ***** store. I would have had it back the next day. He stated "we send it to a ***** store but they put ***** stuff first". Perfect, this was purchased at *****, and is a ***** piece, so why has it taken over 2 weeks to get it repaired? Again, completely uncalled for. The manager also said items can no longer be overnighted to the repair shop or back to a customer if they cannot pick it up. Why, because it is a little more expensive and may cost ********************* more money? Obviously *** is all about the money and not customer service. Will never shop at a *** store again. Way to lose a customer!Business Response
Date: 08/26/2022
August 25, 2022
*****************************
**** *********************
***** ******, ** *****
BBB # ********
Dear ******************:
We appreciate the opportunity to respond to your concerns regarding your wifes ring and the service you received from our company. We understand the importance of your wifes ring and your distress with this situation. We have forwarded your service concerns to the district managers responsible for the ****** Outlets store and the repair shop that worked on your ring 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.
Our company manages more than 4 million service and repair transactions each year,and we take great pride in the trust our guests place in us with caring for their jewelry. However, human error can still occur. We regret that your rings were returned from repair with loose diamonds. According to our records, our store did get approval to ship the rings to your address, and they arrived on August 12th.
We are unable to explain why the rings have needed stone tightening three times since November 2021. It does appear that when the rings were soldered together,stone tightening was needed at the same time. You can make an online appointment to discuss this problem if you are not able to make an in-store appointment at ***** to meet with a jeweler. As compensation, we are mailing a $150.00 ***** gift card that you can use in store or online. 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 BureauCustomer Answer
Date: 08/26/2022
I am rejecting this response because: didn't fully answer all questions. How does taking two weeks for a repair define expedite? Why when it was sent back because of human error (also known as poor quality check before leaving the shop) it took another week to complete? Shouldn't my piece have been at the top of the list since it wasn't done correctly the first time?
Prior to the rings being soldered, it never had loose diamonds. This has only started happening since they were soldered, and 3 times since being soldered just 6 or so months ago. Not sure how this is acceptable.
Lastly, if I've expressed I'll never shop at *** or ***** again because of this experience and how Signet doesn't care, what good is a gift card to a location going to do me? On top of that, what can you really get in the store that's quality for $150? Please send a check instead to cover my gas costs, that's more important.
In closing, maybe repairs should be done right the first time. Maybe excuses shouldn't be made. Maybe they should be done in a timely fashion especially when not done correct the first time. You'll probably have a lot more happy customers.
Business Response
Date: 09/01/2022
August 30, 2022
*****************************
**** *********************
***** ******* ** *****
BBB # ********
Dear ******************:
We appreciate the opportunity to respond to your further concerns regarding your wifes ring and the service you received from our company.
We apologize for the errors that took place during your interactions with our store. As previously stated, we are reviewing them with the team members involved to improve their quality check-in process If a repair does have to be sent for additional work, the Design and ************** will usually assign first priority to them over new repairs received.
You can make an online appointment to discuss the problems with your wifes rings if you are not able to make an in-store appointment at ***** to meet with a jeweler in person. As you have requested, we are deactivating the gift card and mailing a check for $150.00.Please allow 21 days for delivery.
We apologize for your continuing dissatisfaction.
Sincerely,
*********************
Customer *****************Initial Complaint
Date:08/11/2022
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.
8/1/22 approx. $3000 was spent , the store was to repair the ring or exchange it, the repair was not satisfactory and getting a hold of a representative is almost impossible, they have no email address and can only communicate through chat. They are now holding the ring and i have had no communication since - other than through chat which tells me there is no one i can email. ************************************ service request ********Business Response
Date: 08/25/2022
August 25, 2022
***********************
******************************************************************* *****
BBB # ********
Dear ******:
We appreciate the opportunity to respond to your concerns regarding your ring and the service you received from our company. We apologize for the difficulty you had trying to speak with someone 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.
According to our records, your ring is being replaced and it is currently being sized at our repair shop.
We apologize for the inconvenience you experienced in this matter and hope you will allow us to provide you with the service you deserve in the future.
Sincerely,
*********************
Customer Connection Center
cc: Better Business BureauInitial Complaint
Date:08/09/2022
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.
We bought the engagement ring and bands with warranty at the store. We dropped the ring off on 7/14/22 to get resized and soldered with promise date of 7/29/22. We had no contact from the store as of 8/3/22, so we called and they stated that the ring had just started work on 8/2/22 and would ship out Friday and be ready for pickup on 8/8/22. We expressed that our wedding was on Saturday 8/13/22 and we need that ring as soon as possible. We called on 8/5/22 to confirm that the store had shipped the ring and we were told that it was shipped and would be ready for pick up on 8/9/22 now. On 8/5/22 we went to the store to see status on ring and they stated it would be to the store tomorrow it was on the way and will be available 8/9/22. We had no communication of it arriving on 8/9/22, so we called and we were then told that the ring will be overnight shipped and will be ready for pickup on 8/10/22. Our wedding is on 8/13/22 and we still do not have a ring and we can only hope that we weren't lied to again about shipment and will have the ring for the wedding. A two week job has turned into over a month.Business Response
Date: 08/19/2022
August 15, 2022
****** *****
*** * ********* **
******** ** *****
BBB # ********
Dear *** *****:
We
appreciate the opportunity to respond to your concerns regarding your engagement
ring and wedding bands and the service you received from our company. We apologize
for the delay with the repair work. We have forwarded your service concerns to
the district manager over the ******* store and their repair shop 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.
According to our records, your wedding set was
picked up on August 10th. As compensation for the delay, we are
mailing a $50.00 Kay Jewelers gift card to you that can be used in store or
online. Please allow 21 days for delivery.
Congratulations
on your wedding. We apologize for the inconvenience you experienced in this matter
and hope you will allow us to provide you with the service you deserve in the
future.
Sincerely,
***** *****
Customer Connection
Center
cc: Better Business BureauInitial Complaint
Date:08/09/2022
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 had a ring I brought to kay jewelers outlet ... it was sent to be repaired and mailed to me on completion. I also purchased a Diamond stud earring set which one is less in color (cloudy) and a consultant was to assist in matching a better pair- they found a pair for an additional $3,000. I then opted not to purchase an aqua ring that was ordered and now my credit is ruined. Please at least return my original ring [update the ring was returned unrepaired-next day took it to another jewelry place and they repaired it]
' Kay header logo Your jewelry has arrived at our Design & Service Center!
Thank you for choosing Kay Jewelers!
Service Information
******** Customer Name ******* ******* Received 03/25/2022 Estimated Pick-Up04/14/2022
Service Cost* $1.0
Store
Kay Jewelers Outlet - ********** ********** Premium Outlets
***** ********** *** **** *** *********** ** ********** ************* An ordered aquamarine finally came but declined due to the flawed stud earrings. #**** ********* ********* returned. I was able to have old aquamarine repaired.
Also;
I declined to purchase an additional earring set at 40 or 50% off to replace my flawed Diamond set. I was told they were 1.5 total wheight and pd over $3000. In reality another store and a salesgirl who came to kay’s outlet said they were not. A different store showed me the inclusion and they are not i2 and the clarity is off. They showed me 3 different other pairs but for an additional $2000 or $3000.
I also cancelled my account and declined the aqua purchase: this effected my credit score; I only recently have it back up to 812.
kay jewelry in ********** Mall was to appraise studs but had me take them with me; dealing with customer service was like dealing with bots; said the same things everyday 40+ emails.
I did have the studs appraised however there is an inclusion and per the original complaint; one is duller than the other.
Clearly dull but appraised at $6,500;
Business Response
Date: 08/19/2022
August 16, 2022
******* *******
***** ********** *** *
*********** ** *****
BBB # ********
Dear Ms. *******:
We
appreciate the opportunity to respond to your concerns regarding your purchases
and the service you received from our company. We have forwarded your service
concerns to the district manager responsible for the ********** store and
management of the Customer Connection Center to address with the team members
involved. We welcome your feedback about your experience and will work to
improve how these types of issues are handled for future customers.
According
to our records, in November 2020 you purchased a pair of white gold solitaire
earrings for $1,750.00 with a $1,750.00 trade in credit for a total purchase
price of $3,500.00. As shown online, the earrings, item number *********, have
a total carat weight of 1.50ct, K color, and I2 clarity. When the earrings were
appraised, they appraised at a higher color I-J and clarity S12 with an appraisal
value of $6,500.00. We understand you are dissatisfied with the appearance of
one earring and want to exchange it for a different one. We would like to
clarify that you are beyond your exchange period, and we do not allow an exchange
on one diamond earring in a set. Our trade-in program is still open to you if
you would like to receive credit for the diamond earrings you purchased toward
a different pair from our store. The new earrings would need to be at least
twice the value to qualify and you would be responsible for the additional
price.
Regarding
your concerns with the aquamarine ring, as you have explained the online order
was returned back to your credit account on May 27, 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 BureauCustomer Answer
Date: 08/19/2022
I am rejecting this response because:
i was advised numerous things during this process; ********** salesperson indicated [when I noticed the discrepancy between the 2 studs; that a rep would be in the store in March and could "make it better to match, something pretty' That person is the one who gave a lower rating; in fact she did not think they were caret 1/2; she felt they were 1 C.
I took them to jewlery stores in ********** Mall who said they were not a match and K color; even the older sales lady at ********** wrote on a card they were 'k'.
As I do not now trust Kays, I had them appraised; at one ******** I was offered money in exchange. Every-time I turn around they have changed their tune in remedy and and while the appraisal says they are worth $6,500 I should either 1) have matching studs or money refunded; the time incurred is from having been batted around from one person to another at Kays' to non working numbers at the main office. The manager no longer works there as well as a non working number; not to mention the harassing emails from the Kays' 'customer service.
I included in my write up the original studs I purchased were certified-and that cost is not included. I up'd the value each time I got another pair of studs with the intent of improving the earrings, not deminishing the value. As can be seen by the photo; one is clearly cloudy. They should match. If they cannot match; then refund $6,500.
Business Response
Date: 08/31/2022
August 30, 2022
******* *******
***** ********** *** *
*********** ** *****
BBB # ********
Dear Ms. *******:
We
appreciate the opportunity to respond to your further concerns regarding your diamond
earrings and the service you received from our company
Our
return/exchange period is 30 days from the date of purchase. We understand that
several people gave you incorrect information about the earrings. However, the
appraisal stated that the solitaire diamonds in your earrings are each .75ct,
SI2 clarity, and I or J color. The earrings appraised higher in clarity and
color than the quality description indicates for the item number you purchased.
We
were able to locate an offer from May 2022 to exchange the earrings with
another pair of the same item number. We will honor this offer. Please
understand that the minimum specifications for item number ********* are I1 clarity and K color. If
item number ********* is no longer available or you wish to select earrings
with a different item number, you would be responsible for any additional
price. We are unable to honor your request for a refund of $6,500.00 since you
are beyond our return period and the earrings were not purchased for $6,500.00.
Please take a copy of this letter with you to
the Kay store of your choice. If any team member has questions, please have
them contact the Customer Connection Center with case number *******. This
offer is limited to 60 days from the date of this letter.
We
apologize for your continuing dissatisfaction.
Sincerely,
***** *****
Customer Connection
Center
cc: Better Business BureauInitial Complaint
Date:08/09/2022
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 a neckless on 10/30/21. When the neckless came it was not even close to the one I ordered. I ordered a pig and got some angle looking thing. I contacted the company and have been getting a run around about returning it. I was told for months that I would be contacted by a higher up which never happen. When I recently talked to someone they were telling me that I was contacted back in February and told to return it. This is not the case as I was neve contacted. I am now beginning told that it has been was past the return time so I am out of luck. This is not fair and now I am out of money. This was not what was ordered and in no way my fault. They in no way contacted me like they are claiming or I would have returned it as this is what I have been trying to do. Don't understand why if they supposedly did contact me then why every time I talked with someone did they not say this and kept saying someone was going to get in contact with me. They even made me send a picture of the neckless they sent and still go the run around.Business Response
Date: 08/18/2022
August
18, 2022
******* ********
* ** ******
******* ******* ** *****
Re:
Case # ********
Dear
******* ********,
We
appreciate the opportunity to respond to your concerns regarding your online
order.
I
am sorry to hear you received the wrong merchandise. I researched your concerns
and see an email was sent to you by our e-commerce department on November 16,
2021 instructing you to return the order either by mail or to your local store.
I am sorry if you did not receive the email.
Because
this is past our normal return / exchange time frame, I will need to have our
e-commerce department send you an email with a pre-paid return label. However,
before I do this, I would like to confirm your email address to be sure you
receive it.
Please
contact me directly at *********************************** from the email
address you would like the label sent to. Please include case # ******* in the
subject line of your email.
I apologize for your experience and the inconvenience this has
caused. I look forward to hearing from you.
Sincerely,
***** *******Specialist,
Customer Connection CenterCustomer Answer
Date: 08/18/2022
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 as long as they do send me a label to return the neckless.
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