Complaints

This profile includes complaints for Signet Jewelers's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Signet Jewelers

  375 Ghent Rd Fairlawn, OH 44333-4601

  
• 

  Kay Jewelers

  1207 N Court St Medina, OH 44256-1581

  
• 

  Kay Jewelers

  4288 Kent Rd Stow, OH 44224-4325

  
• 

  Kay Jewelers Outlet

  549 S Chillicothe Rd Ste 270 Aurora Farms Premium Outlets Aurora, OH 44202-7804

  
• 

  Jared Galleria Of Jewelry

  693 E Boughton Rd Bolingbrook, IL 60440-2256

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/30/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order for two pair of earrings on sale totaling 746.82 dollars with Kay ************. However, I have yet to receive the item despite the courier that they chose claiming that it has been delivered. I do not have possession of the item whether it was delivered or not which is a problem and I will not pay for a product that I do not possess. I ordered using *********** ******* as I have prior. Kays was in charge of fulfillment of the item, and last summer around the 21st of July I ordered a pair of earrings and every time prior (three times) there was signature confirmation requests on the packages which is what I prefer which is why I ordered with kays in the first place. This particular time, that was not the case. I reached out to Kays, and a day or so after the July 11th delivery date to notify them of the issue. On the 18th I was contacted and told that kays had begun a tracer of the products and that it'll take 10-14 business days to conduct this investigation and that I would be contacted by *** in regards to non receipt of the items. However, that did not occur. Moreover, on July 27th kays notified me that the investigation had been closed because *** confirmed delivery of the package as addressed. That's fine, but the issue is the package has never been in my possession which is should have been and would have been had kays placed a signature confirmation on the package as they have every order prior. I was told that I had to contact *** to reopen the investigation, and so today that was done and the automated system stated that the case was still open practically. I keep getting the run around and am about to be charged 128 via *********** for merchandise I do not have and I am not ok with this.

  

  Business Response

  Date: 08/18/2022

  August 15, 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 if you did
  not receive your order. 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 orders over $1,000.00 require signature upon
  delivery. Your order for $746.82 did not meet that requirement. In addition,
  when an order is reported not delivered, we contact *** to investigate the
  dispute. Our resolution depends upon the outcome of the investigation.
  
  According to our records, *** completed their
  investigation into your dispute with the result that your order was delivered. Therefore,
  we are unable to honor your request for a refund, refund, or cancellation of the
  order. If you would like to contact *** directly about their investigation
  results, please call them at **********-***.
  
  We
  apologize for the inconvenience you experienced in this matter and hope you
  will allow us to provide you with the service you deserve in the future.
  
  Sincerely,
  
  
  ***** *****
  

  Customer Connection
  Center
  
  cc:       Better Business Bureau

  Customer Answer

  Date: 08/18/2022

   I am rejecting this response because:
  
  
  This is not acceptable. I’m not paying for items I didn’t receive. Show me proof that it was even delivered by ***. I am not liable for this and someone needs to fix it. I talked to *** twice and told them what happened and have been waiting on a response. I’ve gotten none. It’s your responsibility to ensure that I receive my items that I purchased from you all, not *** and therefore a signature confirmation should’ve have been attached to the package period. Fix it and fix it NOW!!!

• Initial Complaint

  Date:07/29/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased diamond wedding rings for myself and my wife in January 2019. Rings came with a warranty for repair, inspection, and cleaning every 6 months. We took the rings for scheduled inspections and cleanings through June 2021. We took the rings back for inspection, repair, and cleaning today (July 29, 2022) and the store stated that the warranty had been voided due to us not bringing them in within 6 months of the previous inspection. This was due to the store's ***** Protocol for having to have an appointment to have the rings serviced. We had to call them to get an appointment and we either couldn't get them to answer the phone or the schedule was full or we couldn't make it in on the date they gave us. I called the **************** today and received the same treatment and explanation for the voiding of the warranty. They told us that the ***** Protocol Policy ended in May 2020 and I told them that was completely false for the store we used in **********, *******. They told ** we could have the repairs done and us pay for them and the warranty would be re-instated. I told them that was unacceptable and they should re-instate it due to their ***** Protocol Policy. I would appreciate anything that could be done to have our warranty re-instated. Thank you.

  

  Business Response

  Date: 08/10/2022

  August 10, 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 see the last time we saw your ring was in May of 2021.
  
  Please be advised, our stores were closed for COVID 19 the end of March of 2020 and the majority of our stores reopened by July of 2020. Some stores did require an appointment for inspections until November of 2020 due to limited staff.
  
  I spoke with the store manager ***** and she told me they stopped requiring appointments in November of 2020.
  
  I apologize for your dissatisfaction;however, we are unable to replace your diamond(s) free of charge as your Diamond Commitment is inactive as you have not been to the store for an inspection since May of 2021.
  
  Please take your ring back to the store for the diamond replacements as soon as possible. Once you pay for this repair,your Diamond Commitment will be reinstated.
  
  I apologize for your dissatisfaction and the inconvenience this has caused.
  
  Sincerely,
  
  *************************
  Specialist,Customer *****************

• Initial Complaint

  Date:07/28/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 2, 2022, I made an online purchase, to Kay Jewelers, for an anniversary gift for my husband (Stainless Steel Gray Tungsten Carbide bracelet), in the amount of 125.99 and I have yet to receive my purchase. I've been contacting Customer Care for the past 2 weeks, inquiring about a refund, only to be told "a label has been created and we are waiting for an update from the store manager". This is RIDICULOUS! I will NEVER shop at Kay Jewelers again. They can at least give me an update via phone call or email. My order # is **************. My latest reference # for the case is ********. I just want my refund but at this point, they should send the item AND a refund.

  

  Business Response

  Date: 08/05/2022

  August 4, 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 you did
  not receive your order and for the delay with your refund. We welcome your
  feedback about your experience and will work to improve how these types of
  issues are handled for future customers.
  
  The
  system issue which caused the problem was corrected, and your refund was
  processed on August 1, 2022 to your ******** card. As compensation for the
  delay, we are mailing a $50.00 Kay gift card to you for a future purchase
  online or in our store. Please allow 21 days for delivery.
  
  We
  apologize for the inconvenience you experienced in this matter and hope you
  will allow us to provide you with the service you deserve in the future.
  
  Sincerely,
  
  
  ***** *****
  

  Customer Connection
  Center
  
  cc:       Better Business Bureau

  Customer Answer

  Date: 08/08/2022

   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:07/28/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 5th 2022 while at work I looked at my left hand and was wondering was I saw skin and saw that my weding band broke. On July 7th I went to the Zales store located in the Willow Grove Mall and the girl was able to find our info. She sent my ring off to the repair place. On July 20th I receive a call from the Zales store saying she has two options. 1. My wedding band can be sized down cause they show my ring being a 7 or since i don't have the piece they would have to add more gold and I would have to pay for it. I told the girl at the store I will be in the next day so i can try on another size. I said a 6 or 6 1/2. On July 22nd I go into the Zales store at the mall and I was told they won't do anything. July 23rd in the afternoon I go back and speak with the manager ***** and she said yes the repair said since I won't pay for the extra gold to be added they are just sending my ring back. I have a lifetime warranty and she is refusing to do anything. Sat July 23rd I call corporate Zales and someone took my report saying it would be sent higher up and today July 27th no phone call. I reach out and was told that the store should give a replacement. I told the lady the manager at the store won't do it. I'm still waiting for a manager to call me.

  

  Business Response

  Date: 08/09/2022

  August
  9, 2022
  
  
  ********* ******
  *** ****** ***
  ****** ****** ** *****
  
  
  Re:
  Case # ********
  
  
  Dear ********* ******,
  
  We appreciate the opportunity to respond
  to your concerns regarding your ring.
  
  I am very sorry to hear your ring is in
  need of repair. I researched your concerns and viewed the pictures you provided
  of your ring. I also spoke with the store manager *****.
  
  Please be advised, the warranty you
  purchased for your ring covers repairs or replacements due to normal wear.
  Additionally, the warranty you purchased does not cover the replacement of the
  shank.
  
  Per our jeweler, this is not an issue that
  was caused by normal wear; a large portion of the ring is missing.
  
  We are happy to send your ring to the
  jeweler for repair; however, you will be responsible for the cost of the
  repair.
  
  I
  apologize for your dissatisfaction and the inconvenience this has caused.
  
  Sincerely,
  
  ***** *******
  Specialist,
  Customer Connection Center

  Customer Answer

  Date: 08/09/2022

   I am rejecting this response because: I was told by my original Sales lady that I'm entitled for a 1 time replacement. i don't know how it broke or where the piece went. And what gets me mad is the first phone call I had I was told they could add gold which i would have to pay or they can size it. So that's why I went in and now I get told because how big the gap is they can't resize it. I guess I will have to continue to go higher up. 

   

  
  

• Initial Complaint

  Date:07/26/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchase four rings to try on and had the rings shipped to the store. I chose one of the rings and the clerk promptly returned the other three. However, since i ordered online I was not able to get an instant refund. So instead they offered to send me a check instead of directly debiting my card.
  
  This initial refund request was issues on April 28. I received email confirmation of these refund requests on April 30. I am owed a total of $730.98.
  
  It has now been four months. I've spoken with multiple individuals at the organization including store managers and corporate customer success managers who have "tried" to help me process the refund. But they still cannot tell me when I will receive the refund.
  
  I need to report this to the BBB due to lack of accountability and incompetence of Jared to process my refund. I do believe the store manager is trying to do their best, but corproate "Signet Jewelers" does not the have processes or infrastructure set-up to facilitate ordinary business practices.
  
  So where I'm sitting now is that I have been owed $730.98 since April 28th and no one at the company can tell me when I'm going to get it back.

  

  Business Response

  Date: 08/04/2022

  August 3, 2022
  
  
  **** ******
  **** * ******** ** *** *
  ******* ** *****
  
  BBB # ********
  
  Dear *** ******:
  
  We
  appreciate the opportunity to respond to your concerns regarding your refund
  and the service you received from our company. We have forwarded your service
  concerns to management of our Customer Connection Department 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 shipped to our ******** store at your request
  for pick up. It arrived on July 30, 2022. If you have not yet stopped by the
  store to pick it up, please do so at your convenience.
  
  We
  apologize for the inconvenience you experienced in this matter and hope you
  will allow us to provide you with the service you deserve in the future.
  
  Sincerely,
  
  
  ***** *****
  Customer Connection
  Center
  
  cc:       Better Business Bureau
  

• Initial Complaint

  Date:07/26/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 9, 2022, I went to Kay Jewelers to have a diamond replaced in a ring that I did not purchase through Kay Jewelers. Upon entering the store and handing them my ring, I asked if this was something they could do and was told yes and quoted the cost for replacing one lost stone. I was asked if I'd like to purchase a new ring and participate in sales. I answered no and would only want to have the diamond replaced. After a brief discussion, the store representative made some recommendations to give my ring a more vibrant look. I responded that your suggestions sound expensive, and I certainly do not want this to become overwhelming or too costly. So we decided that we would do a cleaning and replace the one missing stone and would have the Master Jeweler look at the ring and make recommendations. Well, here we are one month, and 11 days later, I am told that a suggestion of replacing several diamonds and cleaning to a tune of nearly $1,900 that I declined. I asked to stick with replacing the one missing stone and the cleaning. However, the store representative told me that since I would not consent to the $1,900 recommendation, the jeweler would not do any work on my ring, and it would take two weeks to return it to me. Today is July 26, 2022, and I am still waiting on the return of my ring so that I can take it to another jeweler for repairs. I am beyond frustrated with an experience that has been a total waste of time.

  

  Business Response

  Date: 08/04/2022

  August 3, 2022
  
  
  ***********************************
  **** ************
  ******** ** *****
  
  BBB # ********
  
  Dear ********************:
  
  We appreciate the opportunity to respond to your concerns regarding your diamond ring and the service you received from our company. We apologize that we were unable to meet your jewelry repair needs. 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 was missing one diamond and had eight chipped diamonds. Because your ring has a multi-stone invisible set center, our jeweler recommended the additional repair work instead of only replacing the one missing diamond.  Your ring returned to our store for pick up on August 1st. Please stop by our store at your convenience if you have not yet done so.
  
  We apologize for the inconvenience you experienced in this matter and hope you will allow us to provide you with the service you deserve in the future.
  
  Sincerely,
  
  
  *********************
  Customer Connection Center
  
  cc:       Better Business Bureau

  Customer Answer

  Date: 08/04/2022

   I am rejecting this response because:
  
  You held on too my ring for two months two months and I was without my ring for two very important engagements. I was told it would only be for one month. You refused to even replace the one stone to which I now need to find a more honorable jeweler who will. If you were not going to do any repairs, then why hold on to my ring for another month?
  

  In addition, again when came to your store it was to only have the one missing stone replaced and cleaned. 

  

  Business Response

  Date: 08/11/2022

  August 11, 2022
  
  
  ***********************************
  ****************************************************** *****
  
  BBB # ********
  
  Dear ********************:
  
  We appreciate the opportunity to respond to your further concerns regarding your diamond ring and the service you received from our company.
  
  Multi-stone invisible set center stones are complicated and take longer for repair than single set diamonds because they are sent to a **************** shop. The diamonds are not a standard cut due to the way they must fit together to form the illusion of a single center stone.
  
  We apologize for your continuing dissatisfaction in this matter.
  
  Sincerely,
  
  
  *********************
  Customer Connection Center
  
  cc:       Better Business Bureau
  

• Initial Complaint

  Date:07/24/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am contacting BBB for help for my wife who went into Zale's at ** ******* **** to pick up her bracket from been repair. when she walk into the door the assistant manager ***** **** was very rude to her when she walk up to the counter to pick up ankel bracket, *** ***** ask her for the repair ticket and she show her the ticket that was email to from ****** *********. And ** ***** keep telling her that's not the right ticket and she keep telling it was even when she show it with the repair number was on it. She told her that ** ****** was the one that waited on her she didn't care. She made my wife walk all the way back out to her car in the hot heat to get her id where my wife have a medical condition with heat so she got sick and when she got back into the store ** ***** going to tell her I don't need your ID now. Which she could have did the first time. ** ****** triesd to ***** that my ticket was in my email which was email to me with the number on it. She just wanted to be low down to my wife and treat her like she was trash. I think this was un call for i her professor. She shouldn' t be inher position if treating Africa american like this. She didn't say sorry or anything. I will never shop in Zale's any more. I am not the only one complaining about *****. Something need to be done about how she treat customes who come into this place and spend thier money in this place.
  I couldn't do attach it.
  Thanks
  ******* 
  
  ?
  Guest Repair Imaging: Take-In
  THE SHOPPES AT ** *******  ***** ********* **** *** *** * *** ******** ** ********** Thank you for your Repair Business
  Repair Job Information
  Guest name: ******* *******  Store #: ****  Date: 06/22/2022
  Repair Number: ********** Images
  Type: Take-In

  

  Business Response

  Date: 08/05/2022

  August
  5, 2022
  
  
  ******* *******
  ***** ** ***
  *** ******** ** *****
  
  
  Re:
  Case # ********
  
  
  Dear ******* *******,
  
  We appreciate the opportunity to respond
  to your concerns regarding the service you received at our Shops at ** ******* ****** 
  
  I am very sorry to hear of the
  difficulties your wife encountered. I contacted the district manager and the
  store manager to discuss your concerns. They asked me to apologize to you on
  their behalf. And I have addressed your wife’s experience with ******.
  
  I researched your concerns and see the
  repair is not under your wife’s name. Please be advised, we have very strict
  protocols when it comes to a repair pick-up for security purposes. This
  protects your jewelry from being claimed by someone other than the person
  listed on the repair.
  
  ****** said she was having difficulties
  reading the information on your wife’s phone and did ask for additional
  information so she could locate the repair. This is standard policy for all
  customers. Because ****** was working that day, ****** asked her to take over
  the transaction as your wife was upset.
  
  Because your wife’s name is not listed on
  the repair, her driver’s license was needed for verification and per our
  protocol, her driver’s license number was hand-written on our copy of the
  repair receipt.
  
  I
  apologize for your dissatisfaction and the inconvenience this has caused.
  
  Sincerely,
  
  ***** *******
  

  Specialist,
  Customer Connection Center

  Customer Answer

  Date: 08/11/2022

   I am rejecting this response because:
  
  
  What ** ***** told y’all is not true and she doesn’t have any respect for her customers. Which she had everything in her hands that was given to her by ** *********

  gave her and she put the repair in her name. She can’t help if your sale person didn’t but it still wasn’t nice for the general manager to treat her like she’s a criminal and not a customer.

  bad business for customers like my Wife.

   

   Thanks

   

• Initial Complaint

  Date:07/22/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a victim of identity- theft, I am writing to request that you block all accounts disputed as fraudulent on my credit reports with **********, *******, and ********. This information does not relate to any transactions I have made. I did not give anyone authorization or consent to use my personal information. I hereby exercise my legal rights enacted by ******** and The ******* ***** **********, which explicitly states when a victim of identity-theft dispute a fraudulent account on his/her credit report it shall be honored by all credit bureaus and all fraudulent information should be blocked within 4 days and proper notification shall be given to all data furnishers pursuant to section **** of The ******* **** ****** ********* ***.
  
  I understand that the Office of the ******** normally provides copies of the complaint forms or information regarding complaints to the business complained about and other private and public agencies. I authorize BBB to give copies or any information on the form to anyone deemed advisable.

  

  Business Response

  Date: 08/03/2022

  August 2, 2022
  
  
  ****** *******
  **** * ******* ***
  ******** ** *****
  
  Dear
  *** *******:
  
  We appreciate the
  opportunity to respond to your concerns regarding your credit account and the
  service you received from our company.
  
  Attached is a copy of
  our company’s response to your identical complaint submitted to the ****. We
  are unable to honor your request to change your credit report.
  
  I hope this information
  clarifies matters.
  
  
  Sincerely,
  
  
  ***** *****
  Customer
  Connection Center
  
  cc:       Better Business Bureau

• Initial Complaint

  Date:07/22/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a gold chain ship to store. It showed ship to store on my account and then it showed up at my house. When I received it, it was not the chain cut i was looking for. I tried to return to the store one week after I received the chain and they said they could not locate the invoice in the system. After waiting 2 hours they said they could not return it since the invoice was not in their system. I had to wait for the manager to come back. Mind you both the employee the first time said her manager would call me. Went back again and the assist manager could not do anything. So now another week waiting for **** (store manager) to reach out never happened. I had to reach out. I went on the 18th & 20th of June with no help. I gave them a copy of the invoice that came with the package. Still no help. Said this has to be fixed by IT. Here we are with back and forth emails and still not fixed. ******* the store manager keeps telling me another day and should be fixed. Here we are July 22nd and I still cannot return the product and being told the store is a third party. I want to return this chain as promised and give me my credit back as promised.

  

  Business Response

  Date: 08/03/2022

  August 2, 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 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.
  
  There
  was a system issue which delayed the processing of your return. This was
  corrected, and your refund was returned to your Kay Jewelers account on July
  29, 2022. As compensation for the delay, we are mailing a $50.00 Kay Jewelers
  gift card to you that can be used in our 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 Bureau
  
  
  
  
  
  
  

• Initial Complaint

  Date:07/22/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchase a bridal set for my girlfriend then but wife now back January 29, 2022 on *********. I picked the ring up from the zales store located in ****** ******** Mall, ******* ** on February 14, 2022. A month after giving it to my wife the diamonds started popping out one at a time, we took the ring in bc there is a diamond bond on it for repair and so they did. A week later another one popped out and the the same one. Long story short they are still popping out. I bought this ring from Zales because of the reputation that they put on to find out they do not stand by there merchandise. I was to that even though this rind seem to be faulty the only way they would exchange it would be for me to purchase another 2 times as much as I spent for this one. Nor will they refund me for this poorly crafted piece of jewelry. To much to go into so I submitted some pictures from the work orders from the store here in ******* **. Here today 7/22/22 the same diamond has popped out again and at this point I would like a return and refund.

  

  Business Response

  Date: 08/03/2022

  August
  3, 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 with your rings and the service you received
  at our ********** ******** store. I researched your concerns and spoke with the
  store manager ****. She asked me to apologize to you on her behalf and assured
  me she will address your service concerns with her staff.
  
  **** explained she spoke with your
  fiancée ******* this past weekend and ******* wanted to send her rings to the
  jeweler one more time. However, **** is certainly open to an equal value
  exchange for the rings.
  
  I viewed your records and see the rings were
  purchased in January of 2022 and the repairs began in May of 2022. Including
  the current repair, I located 5.
  
  Although we are unable to return the
  rings for a refund, **** is happy to work with you for an exchange. Again, this
  would be an equal value exchange; the value being the price you paid for the
  rings. Because the rings were purchased as a set, both rings would need to be
  included in the exchange.
  
  Please feel free to contact **** at the
  store and she will be happy to assist you further.
  
  I
  apologize for your dissatisfaction and the inconvenience this has caused.
  
  Sincerely,
  
  ***** *******
  Specialist,
  Customer Connection Center