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:08/06/2022
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 7/23/2022 we purchased a wedding set from Zales in ******** *****. The ring in total was over 7,000.00. It needed to be sized and was sent to their “Repair Center” with a promised date to be picked up on 8/6/2022. The ring is not there to be picked up. I called the store on 8/5/22 to confirm the ring would be there to be told that they didn’t have any information and would have to call the repair center. I received a call back later that day and was told that “after I had to sit on hold forever,” it was done but had not been shipped back. I asked where the ring was coming back from. I was told it was at a repair center that was in ******** **. I asked why they could not just straight deliver it to the store instead of being shipped. I was told that was their policy but it would be there for sure on 8/6/22. Well the ring is NOT there, the “assistant” or “on call” manager stated when the ring shows they will call us but couldn’t tell us when it would be there. Asked if they have a tracking number for the ring, no they don’t. Contacted their customer service department requesting that either we get the ring when promised or give us our money back so we can go somewhere else. They stated at this time it can’t be refunded! I want my ring or the full price refunded immediately. Don’t promise to have something ready and not have it or answers to why it’s not there. Was also told that due to issues with this repair place they have now stopped doing business with them. In just the last 2 weeks? And to add, we live over 30 miles from this store, and we’re told numerous times by customer service there was no reason that it wouldn’t be ready on time! This is just awful, and it was a 10 year anniversary gift!
Business Response
Date: 08/18/2022
August
18, 2022
****** ***
*** ******* ***
*********** ** *****
Re:
Case # ********
Dear ****** ***,
We appreciate the opportunity to respond
to your concerns regarding your ring repair.
I am very sorry to hear of the
difficulties you have encountered. I researched your concerns and found your
repair was sent to our jewelers with an anticipated due date of August 6, 2022.
The jeweler completed the repair and
shipped your rings back to the store on Friday, August 5, 2022. Unfortunately,
the store does not receive deliveries on Saturdays and your repair was received
at the store on Monday, August 8, 2022. Our records indicate you were able to
pick up your rings the same day.
Please be advised, the due dates provided
are an estimate, not a promise date. Additionally, repairs are sent to our
jewelers; not a third-party jeweler. Our Design and Service Centers are
centrally located throughout the United States. Each store has a designated
repair center in or near their district.
Our stores are unable to provide tracking
information to our customers for security purposes as the shipments likely
contain multiple repairs for multiple customers.
I am very sorry this information was not
properly explained to you. I have forwarded your concerns to the district
manager and the store manager so your concerns can be addressed with the staff.
I
apologize for your dissatisfaction and the inconvenience this has caused.
Sincerely,
***** *******
Specialist,
Customer Connection CenterInitial Complaint
Date:08/05/2022
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 waiting for the corporate office of Kay's Jeweler's to confirm to me what they are planning to do to make me whole after their repair shop lost my custom wedding band.
I have ****** Jewelry, I had a small diamond fall out of my soldered together wedding band and engagement ring. They were also supposed to fix the soldering because it had originally come back uneven. They told me they sent the repair to ****** to be fixed. When I went to pick up my rings early in June, only the engagement ring had been returned.
Since this ordeal started, I learned that for the past five years, Kay's has been telling me that any time my rings have been going to ****** for repair, they have been instead going to an authorized ****** repair shop, M&G Jewelers. This repair shop has damaged my rings over the years multiple times, squishing it, bending it, scorching it. In the past 5 years, my rings have been at the repair shop almost a total of a year of time when you combine all the repairs together. I have spoken with ****** corporate and they told me my ring never once got to their corporate repair shop and with a history like my ring's issues, it should have.
Kay's knowingly falsely advertised my ring was going to be repaired at ****** not at an authorized ****** repair shop. They never once have offered restitution for the multiple repairs and inconvenience of not having my rings. They actually wanted me to send my engagement ring back to the repair shop that lost my wedding band. When I did go into the retail location at Fair Oaks to pick what I wanted in exchange for my wedding band and what I wanted made from my engagement ring, I was once again told that "I apologize that your wedding band was lost when your rings were at ****** for repair." They won't tell me what they will or won't do or how much they are willing to cover to make either a new piece or for me to get a replacement piece. This issue has been dragging out for 2 months.Business Response
Date: 08/25/2022
August 24, 2022
****** *********
***** ******** **
******** ** *****
BBB # ********
Dear *** **********
We
appreciate the opportunity to respond to your concerns regarding your ****** jewelry
and the service you received from our company. We apologize that your wedding
band was lost by ******’s authorized repair shop. We understand the importance
of your special ring and your distress with this matter. 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, you are currently working with a case specialist who is working
directly with ****** and their authorized repair shop to replace your wedding band
with one of comparable value. They have offered to you the following options:
You can attend a ****** Trunk Show and work with the ** **** Sales Executive to make a custom band. That production process would take approximately 12 weeks from the time you attend a ** **** Trunk Show. Although, trading your current band towards a custom piece is not part of the trade up policy, in this case ****** will make a one-time exception. Please note that the custom band is a final sale and cannot be returned.
Or you can have a non-****** band custom made through Kay Jewelers.
Once
you have decided which option you wish to pursue, please notify your case
specialist, ***** *******
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:08/05/2022
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 found a really great item on their website for a really great price - to be specific, the only item that met my price point I was currently comfortable with spending that also met the criteria my girlfriend (and soon to be fiance) set. She really liked this specific item. I applied for financing from Kay in order to buy this item and got their credit card. When trying to check out now, this item kept getting website errors. I contacted customer service and its a known issue and they just havent taken down the item in question because they dont have the stock, yet they leave it there. I asked them what they could do to help remedy and recieved very little help other than one other item that wasnt the same (clearly inferior, preowned instead of new, different design). It seemed very bait and switch, using better items to hopefully get more business and then magically not have them when you try and process the credit card you now have with them. I have included the transcript from the customer service agent. This is classic predatory lending.Business Response
Date: 08/18/2022
August 12, 2022
****** ****
**** ****** ***** **
************ ** *****
BBB # ********
Dear *** ****:
We
appreciate the opportunity to respond to your concerns regarding your attempted
purchase and the service you received from our company. We apologize that your
order did not complete when you tried to make a purchase. We welcome your
feedback about your experience and will work to improve how these types of
issues are handled for future customers.
As
our chat representative explained, the error message you received could be due
to the internet browser you were using or because the item recently went out of stock. We understand
that you were checking out while at work and didn’t have much time to place
your order. However, you can shop for engagement rings on our website by price
range, center diamond cut and carat weight, and gold color at the following
link *******************************************************************************************************
We regret that your first shopping experience
on our website was a disappointment to you. We are mailing a $50.00 Kay
Jewelers gift card that you can use online or in one of our stores. Please
allow 21 days for delivery.
We
apologize for the inconvenience you experienced in this matter and hope you
will allow us to provide you with the service you deserve in the future.
Sincerely,
***** *****
Customer Connection
Center
cc: Better Business BureauInitial Complaint
Date:08/04/2022
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.
On July 27, 2022 I placed an order online for Two ****** watches to be shipped to the store located at **** ********* **** **** **** *** *, ********* ****. Upon arrival, I discovered that both watches had damage to them, therefore I did not want them and the store was supposed to process the return. I told the associate that I paid with my Kay’s credit card and I was told that I would receive an email confirmation within 20 minutes. I did not receive my confirmation email more than 24 hours later and corporate advised that the return was never processed. I have been calling the ********* store for over an hour with no response. Corporate tried calling as well with no results. I drove over 45 minutes to the store and I called the store while I was inside and the phone was ringing. The associates just have not been answering the phone for over an hour. I spoke to the manager ******* ***** who told me an email for a return could take up to 72 hours. I told her corporate advised the return was not processed and ***** stayed it was. I left the store and less than 5 minutes later I received two emails for the return which meant the return was just done in the store and the associates were dishonestBusiness Response
Date: 08/18/2022
August 12, 2022
******** ****
*** ****** **
******* ** *****
BBB # ********
Dear *** ****:
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
order was received damaged and for the conflicting answers about when the
refund would occur. We have forwarded your service concerns to the district
manager responsible for the ********* **** store to address with the team
members involved. We welcome your feedback about your experience and will work
to improve how these types of issues are handled for future customers.
According
to our records, your refund was processed on August 4, 2022 at 6:07PM. As
compensation, we are mailing a $50.00 Kay Jewelers gift card to you that can be
used in one of our stores 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: 08/18/2022
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.Initial Complaint
Date:08/02/2022
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 Zales credit card, and I charged about $3655.51. I was paying on it for approximately year and half than it jumps up to $4493.01 and it never went down when I was pay on it. So, I pay it off in July $4493.01 so it wouldn't go up know more. Then I get a **** from them say I have a balance of $105.11 on it. So, I call customer service to see what going on. They say the interest has not been pay in full. so, I ask for a manager, and I talked to a lady that was so rude to me. I told her to cancel my card I will not be doing business with ****** anymore. I am wounding how many customers have the same problem. If I know I was going to pay this much interest, I would have used my own credit card. But they never told me anything about this.Business Response
Date: 08/09/2022
August 9, 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 *****************Initial Complaint
Date:08/02/2022
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.
02//2020 I dropped my engagement ring off because a stone had fallen out. They were having some issues that day and there was a very angry customer there so I signed my paper and the lady had to go handle the yelling customer not handing me any receipt. Because I had been there before and everything was in the system I thought nothing of it. Well 2 years later and the store has closed and my ring was lost and Kay jewelers is acting like it ok that they los my engagement ring .Customer Answer
Date: 08/12/2022
[[BBB TRANSCRIPTION VIA TELEPHONE CALL W/CONSUMER - CLARIFICATION REQUEST RECEIVED 8/12/2022]]
BBB called and spoke with the complainant. It was purchased under her husband's name: *******************. She stated she didn't receive a receipt when she dropped it off. She is requesting her original (lost) engagement ring at the time or a replacement of something similar. 8/12/2022 at 4:10 pm.
Business Response
Date: 08/19/2022
August 16, 2022
***************************
104 ****** ST
************** ** 21078
BBB # ********
Dear **********************:
We appreciate the opportunity to respond to your concerns regarding your engagement 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.
Because the repair was not under your name, we are limited in the information we can provide to you. However, we have no record of any unclaimed repairs under your name or the name of your husband.
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: 08/24/2022
I am rejecting this response because:
My EnGAGMENT RING WAS DROPED OFF FOR A REPAIR YOUR STORE CLOSED FOR COVID THE WHOLE MALL CLOSED AND BT THE **** THINGS WERE OPEN AND RUNNING AGAIN NOONE SEEMS TO KNOW WHERE MY RING. IIS . IT HAS BEEN LONG ENOUGH STOP PASSING BLAME AND GIVE ME MY RING. YOU ALL LOST IT AND NOW YOU NEED TO REPLACE IT. YOU STORE EMPLOYEE WAS VERY PASSIVE WITH ME THE *** I DROPPED IT OFF AND THERE WAS A COUPLE IN THERE FIGHTING SO MAYBE THEY FORGOT OR PUT MY RING WITH SOMEONE ELSE STUFF BY ACCIDENT BIT MY RING WAS LOST BY TOUR COMPANY AND I WANT IT BACK. This is so sad that you all are making me beg for my ring backBusiness Response
Date: 08/29/2022
August 29, 2022
***************************
104 ****** ST
************** ** 21078
BBB # ********
Dear **********************:
We appreciate the opportunity to respond to your further concerns regarding your engagement ring and the service you received from our company.
As previously stated, we have no record of an unclaimed repair under your name or *******************. Without documentation, such as a repair ticket, to prove that your engagement ring was dropped off at our store in February 2020, we cannot honor your request for a replacement ring.
We apologize for your dissatisfaction in this matter.
Sincerely,
*********************
Customer Connection Center
cc: Better Business BureauInitial Complaint
Date:08/01/2022
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 original wedding set, diamonds would fall out every 6 months. Back in April, yet again Diamond falls out, so they just go ahead and replace my whole set with the same set. Comes back from being soldered and it is in terrible shape, bent ring, missing diamonds, & burnt. We finally get talked into just getting a whole new ring, order it, get it soldered & it was fine until this weekend, diamonds are starting to fall off on a completely different set. I hardly wear my ring & I’m afraid to send this one off and it come back worse than it was before like my original set. Also original set was all different diamonds that fell out, not the same areaBusiness Response
Date: 08/15/2022
August
15, 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 ****. He asked me to apologize to you on his behalf.
**** has agreed to process an equal value
exchange for a different style of ring; the value being the price you paid for
the ring.
Please note, diamonds can become loose or
lost from the mounting due to normal wear. There is no way to guarantee you
will never loose stones. However, to help in preventing further issues, I have
asked **** to special order your ring in the size you need. Sometimes, sizing a
ring more than one size can cause this type of concern. It is not clear whether
the sizing of your ring has caused the previous issue; however, due to the
issues you have experienced, I would prefer to special order your new ring in
your size.
Please contact **** at the store to
schedule a time to meet with him or his assistant manager, ****. The phone
number for the store is: ***** *********
I
apologize for your dissatisfaction and the inconvenience this has caused.
Sincerely,
***** *******
Specialist,
Customer Connection CenterInitial Complaint
Date:08/01/2022
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.
The original cost of the ring was around $3,500. The sales rep communicated that there was 18 months interest free and then you start paying interest. What she failed to communicate is not only do you start paying interest, you also get charged for accrued interest. The IR is in the 30s, APR even higher. It’s been 18 months. I go to make the payment in full and I got hit with a massive $1,766 payment of accrued interest that was not disclosed to me by the representative when I took out the card. To my knowledge, it was 18 months of interest-free payments and then after the 18 month. I would start paying interest on the remaining balance. There was never a moment nor a time or I was told that this balance was to be paid in full or I would owe for every single month of interest that was accrued. I am beyond furious. I would’ve paid this balance in full the moment I bought the ring but I wanted to hide it from my wife because we were getting engaged. I figured that with interest-free payments for 18 months, getting married, and then ending up pregnant with other costs to boot, I was going to take full advantage of the 18 months and if I had to pay a month or two of interest for the next couple months I would have. Simply deceitful. Unreasonable customer service unwilling to help and telling me to go file a dispute that will likely be declined because it’s not their fault that I don’t understand the terms of their agreement. I paid this balance in full to show them that I had the money to pay this without an issue. I am demanding know that this interest charges be reversed and that the situation be resolved as it is inappropriate, unjust, and unfair to treat unsuspecting customers this way.Business Response
Date: 08/09/2022
August
9, 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. Additionally, based on the statement you
provided; the credit account is not in your name. For this reason, I am only
able to provide you general information concerning our credit plans.
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 our receipts and should be reviewed before signing
the purchase agreement. This information is also available on our website at: *********************************
For further questions or concerns regarding
the credit account, please have the purchaser contact the credit provider
directly. You can locate their contact information on any of the statements or
on the back of the Zales credit card.
I
apologize for your dissatisfaction and any inconvenience this has caused.
Sincerely,
***** *******
Specialist,
Customer Connection CenterInitial Complaint
Date:08/01/2022
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.
Asking for corporate to return calls in regards to a purchase made recently. 2 local independent jewelers appraised the $20,000 ring at $8,000 by looking at the *** report and said we were overcharged. The jewelers both questioned the *** report dated 2 years before purchase. Jared sold us a reused diamond that is actually worth 1/2 of the cost. Corporate will not return my phone calls or answer emails in regard to this. I have left 2 phone messages for district manager and 2 emails.Business Response
Date: 08/09/2022
August 9, 2022
***************
**** ********
************, ** *****
BBB # ********
Dear ***************:
We appreciate the opportunity to respond to your concerns regarding your diamond ring.
We werent able to locate a purchase under your name. Please provide the name of the purchaser as it appears on the receipt and any previous address you may have had since the purchase so that we can fully investigate. In addition, please attach copies of your appraisals for review.
Thank you.
*********************
Customer Connection Center
cc: Better Business BureauCustomer Answer
Date: 08/15/2022
I am rejecting this response because:
All pertinent paperwork was emailed to *****************, District Manager of Jared, ** **Business Response
Date: 08/25/2022
August 25, 2022
***************
**** ********
************* ** *****
BBB # ********
Dear ***************:
Thank you for your response. We appreciate the opportunity to respond to your concerns with the engagement ring mentioned in your complaint and the service you received from our company. Because you are not the purchaser, we are limited in the amount of information we can provide to you.
We contacted **************, and she informed us that the ring was purchased by your son and that the only documentation she received from you was the receipt and diamond ****ificate. We understand that your initial request was to obtain a full or partial refund since the purchase was beyond our return period which was denied.
If the jewelers who gave you an appraisal on the ring believes the information on the *** **** is incorrect, we would need a copy of their appraisal for review. Otherwise, we would not take into consideration the opinions of competitor jewelers regarding our pricing.
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.
*********************
Customer Connection Center
cc: Better Business BureauCustomer Answer
Date: 08/25/2022
I am rejecting this response because:
We are stuck with a $20,000 diamond that is only worth $8,000.
We contacted Jared within 90 daysasking them to purchase back the ring. We understand the buy back would be at a much lower amount than the purchase price. We are currently financing the ring and cant afford the payments. We are not diamond experts and specifically purchased a Jared diamond due to their reputation. We are now questioning that decision since Jared refuses to accommodate us at all. We are asking to have the ring returned and partially refunded.
Thank you.Initial Complaint
Date:07/31/2022
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 went into Zales to have two batteries changed for two watches in July 10 and my credit card reference number is ****. The sales associate had stated that it would be ***** dollars for both watches. I explained this extremely high for both watches. They knocked the price down to ***** for the both watches. I I was charged ***** dollars for both watches. When I noticed I was overcharged, I called the Zales in *********** and they could not assist me because only a manger can handle this matter. I asked when a manger would be available and they couldnt answer my question. So I called their customer service line. The customer service rep checked with the ********************** and they acknowledged their mistake. They wanted to refund the ***** but would only do so by check and not through my credit card. They stated the check would arrive within a week. I still have not received this refund.Business Response
Date: 08/09/2022
August 9, 2022
***********************
* **********.
*******, ** *****
Re:Case # ********
Dear ***********************,
We appreciate the opportunity to respond to your concerns regarding your refund check.
I am sorry to hear of the difficulties you have encountered. I researched your concerns and see the store did do a discount; however, you were unable to revisit the store for them to process the refund. For this reason, a manual check had to be requested.
I reviewed the notes from your call to our ************************** and see you were told checks are sent on Fridays; however, the representative should have informed you it can take up to three weeks to receive this type of refund check.
Please be assured, this has been addressed with the representative. I apologize you were provided incorrect information.
I apologize for your dissatisfaction and the inconvenience this has caused.
Sincerely,
*************************
Specialist,**************************Customer Answer
Date: 08/09/2022
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.
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