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:07/22/2022

  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.

  Jared has continued to used my store credit card to launder money. They have illegally been charging my account and refunding it for different amounts. There are over 30 transactions of this nature. I did not authorize any of them. These charges have also altered the amount I owe on my two purchases. Jared has has violated my contract agreement for a set payment and fixed interest rate of 16.99%. They have doubled my payment and every month is different. I have filed several disputes with the cars company to no avail. I had overpaid by over a thousand dollars. They have even deleted payment I have made. I have back statement to document that. I need help to resolve this and get my money that I have been overcharged. I just paid my account off in full (according to there records). I don't want my bank account attached to this criminal activity.

  

  Business Response

  Date: 08/04/2022

  August 3, 2022
  
  
  ******* ******
  **** * ****** **
  ********** ** *****
  
  BBB # ********
  
  Dear ******* ******:
  
  We
  appreciate the opportunity to respond to your concerns regarding your account
  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
  we are not the service provider for your credit account, we are not able to
  assist you with your payment or interest rate dispute. We have attached a
  record of your purchases with our company for your review. If you did not
  authorize any of the purchases, please contact your credit account’s service
  provider, ******** **** for assistance at ************. They can also assist
  you with your account dispute.
  
  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:07/21/2022

  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.

  This serves as a concern/complaint that I have regarding an engagement ring purchased on 3/12/2022 from your Concord, NC store. Since the purchase I have encountered several issues with losing stone, time taken to repair it, sizing and other emotional issues surrounding what should be the happiest time in my life.
  On 3/18/2022 was the initial time I realized there was a diamond missing from my setting and returned to the store to have the ring sent out for repair. I got the ring back and noticed another stone was missing on 6/22/2022. I expressed my displeasure and the store ordered a new ring from another store location in Ohio and sent it out for sizing. They explained that the new ring was a size 8 and needed to be sized down to a 5 ¾ for my hand. In trusting Kay Jewelers and the process, I reluctantly agree because it seemed unusual to alter the state of a ring that much. Surely sizing a ring more than ½ a size seemed extreme and sure to compromise the integrity of the setting and stability of the piece. I picked it up on 7/8/22.
  On 7/12/2022 after the close of business I noticed yet another stone missing and about had a meltdown. I called the store on 7/18/22 and Spoke with **** (Assistant Manager). She stated that I could return to the store and order another ring for the 2nd time or choose a new style ring for the same value. I went to look in the store on 7/16/2022. I found a ring that I liked however I was frustrated because it did not come with a matching wedding band and unfortunately the store didn’t offer a discount or to throw one in, nothing, I decided to take one last chance with ordering a new ring like my current on with hopes of resolving the issue. I am currently awaiting a new replacement ring.
  This is frustrating as my wedding day is fast approaching and I am afraid that this situation will not be resolved before my wedding which would be devastating. I had full intention of buying my soon-to- be husbands’ band at Kay but am afraid.

  

  Business Response

  Date: 08/01/2022

  August 1, 2022
  
  ******* ******
  **** ******** **
  *********** ** ****
  
  
  BBB # ********
  
  Dear *** ******:
  
  We appreciate the
  opportunity to respond to your concerns regarding your engagement ring.
  
  We weren’t able to locate the
  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.
  
  Thank you.
  
  
  ***** *****
  

  Customer Connection Center
  
  cc:       Better Business
  Bureau

  Customer Answer

  Date: 08/01/2022

   I am rejecting this response because:
  
  
  I would like to keep case open until we receive some type of resolution and/or compensation for the turmoil we have been through regarding the engagement ring.

  The name of the purchaser that the ring purchase would be under is ***** *****.

  I've attached the original receipt of purchase.

  address would be **** ******** ***** *********** ** *****

  My name is on the account as well as a secondary contact.

  Our numbers are:

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

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

  FYI:   I have sense received the ring back to me (for the 3rd time), but I am requesting a store credit to purchase my husband to be wedding band, to make this emotional rollercoaster.  Kay is about Love, right ?

   

  I look forward in hearing back.

  Kind regards,

  *******

   

   

  Please f

  

  Business Response

  Date: 08/09/2022

  August 9, 2022
  
  ******* ******
  **** ******** **
  *********** ** ****
  
  
  BBB # ********
  
  Dear *** ******:
  
  Thank you for providing the name of your ring’s
  purchaser. We were able to locate the purchase and repair history under his name.
  We appreciate the opportunity to respond to your concerns regarding your engagement
  ring and the service you received from our company. We understand the
  importance of your special ring to you and your distress with this situation. We
  welcome your feedback about your experience and will work to improve how these
  types of issues are handled for future customers.
  
  According to your complaint, you have received your
  ring and are requesting compensation. We are sending you a Kay gift card for
  $75.00 which you can use toward a 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.
  
  Thank you.
  
  
  ***** *****
  

  Customer Connection Center
  
  cc:       Better
  Business Bureau

  Customer Answer

  Date: 08/11/2022

   I am rejecting this response because: I honestly feel the offered compensation for not only my countless inconveniences and frustrations, but for emotional distress as I waited on the delivery of my ring (3 times), was an insult.

  Although I have the ring back I pray that there is no other issues with the ring as my wedding is only a few months away.  My fiancé spent close to $2,000 and we receive a $75.00 gift card, a mere 4% of the purchased price of the ring!!

  I had all intentions on purchasing my soon to be husbands wedding band from Kay's, but I'm having second thoughts.  To resolve this compliant, I would appreciate if  there would be a store credit available on the account  for the purchase of my soon to be husbands wedding band in the amount no less than $500.00.

  I look forward to your reply and a fair resolution  to my request.

  Please let me know if you need any additional information.

   

  Kind Regards,

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

   
  
  
  

  
  

• Initial Complaint

  Date:07/21/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took a pair of diamond stud earrings to Peoples Jewelers at Chinook Mall Calgary Alberta Canada to be cleaned .
  The employee damaged the earrings in the process of cleaning them . She bent the posts badly in the process of cleaning them with a large brush . When I complained she attempted to straighten them by hand . The post on one earring was still slightly curved at the top and I told her so said it was because white gold is soft and did not offer to fix the problem. I told her I walked into the store to have my earrings cleaned and now she expected me to accept damaged earrings . I was shocked at how little she cared . She very reluctantly said she could send them for repair and they would be back by July 20. That was 22 days ago and the online " check your repair " only shows my earrings were shipped for repair . Last week when I checked it said my earrings were under repair . I believe I won't ever see these earrings again. I want them replaced . Disgusting lack of customer service

  

  Business Response

  Date: 08/03/2022

  August
  3, 2022
  
  
  ******* ********
  ** ********** **** *********
  ******** ** *** ***
  ******
  
  
  Re:
  Case # ********
  
  
  Dear ******* ********,
  
  We appreciate the opportunity to respond
  to your concerns regarding your earrings.
  
  I am very sorry to hear of the
  difficulties you encountered with your earrings and the service you received at
  our Chinook Centre 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..
  
  Our records indicate your earrings were
  sent to our jeweler on June 29, 2022 with an anticipated return date of July
  20, 2022. The repair was completed, and the jeweler shipped your earrings to
  the store on July 21, 2022. They were received at the store July 26, 2022.
  
  Please note, although our stores do what
  they can to accurately provide the return date for a repair, these dates are an
  estimate. Additionally, the repair look-up you used has limited information. It
  does not provide detailed information as to each step of the process,
  
  I see you were able to pick-up your
  earrings on July 31, 2022.
  
  I
  apologize for your dissatisfaction and the inconvenience this has caused.
  
  Sincerely,
  
  ***** *******
  

  Specialist,
  Customer Connection Center

  Customer Answer

  Date: 08/03/2022

   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:07/20/2022

  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 May 7, 2022, my husband ordered a ring online for my mothers day gift. He paid a total of $339.86 for the ring, plus the lifetime warranty. I purchased this warranty based off of conversations with sales people during previous purchases, where I was assured everything was covered, and she specifically told me that if the stone fell out, it would be covered. That is a completely separate issue though. I received my ring approximately 2-3 weeks later, at the end of May. I was able to wear the ring for a couple of weeks, before I noticed one of my stones fell out. This means I had the ring in my possession for less than one month. I brought it in to be repaired. A week or so later I received a phone call from the ************** location informing me I owed an additional $51 to have my stone replaced. I explained to the gentleman that I just purchased this item, and had it for less than a month before it fell out and I did not feel I should have to pay more money out of pocket when the stone shouldn't have fallen out in the first place. He told me he would call the repair department and get the repair covered under my warranty. It has now been another two weeks with no follow up regarding when my ring will be returned. It was supposed to be returned to the store on or around 7/5, and it is now 7/20. We contacted the store today and was again told we need to pay for the repair and if we didn't want to pay for it, we would need to call back tomorrow to explain to the manager why we shouldn't have to pay. This company stole my money, and now has had possession of my ring longer than I did.

  

  Business Response

  Date: 08/01/2022

  August 1, 2022
  
  
  
  *********************************
  * **** **.
  ******** ***** ** *****
  
  
  Re:Case # ********
  
  
  Dear *********************************,
  
  We appreciate the opportunity to respond to your concerns regarding your ring repair. I am sorry to hear of your experience.
  
  I researched your concerns; however, I see your name is not associated with this repair or the purchase. For security purposes, I am unable to release information to anyone other than the person listed on the repair.
  
  Please have the purchaser contact me directly. I can be reached by phone at:********************************.
  
  I apologize for your dissatisfaction and the inconvenience this has caused..
  
  Sincerely,
  
  *************************
  Specialist,Customer *****************

• Initial Complaint

  Date:07/19/2022

  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.

  We purchased my wedding band from Kay Jewlers in *********. When we purchased it, we also purchased the warranty which included a lifetime resizing of the “ring”. They offered to solder my engagement ring (which was purchased elsewhere) to my wedding band, free of charge. We were also told, by the sales agent, that once the rings were soldered together, they would both be included as the “ring” stated in the warranty and would both be eligible for the unlimited resizing. Now that I am pregnant, I went into the store to get my ring resized. They tried to tell me that my engagement ring would not be included; that they would unsolder the ring, resize the wedding band only, and then re-solder the rings together. This was not the agreement that we had purchased. After spending 6 weeks reaching out to management of both the local store and the region, we’ve been told that they will not honor the policy that was sold to us. We were also not offered a refund.

  

  Business Response

  Date: 08/01/2022

  August 1, 2022
  
  
  ****** *******
  *** **** ** ***** **** ****
  ********** ** *****
  
  BBB # ********
  
  Dear *** *******:
  
  We
  appreciate the opportunity to respond to your concerns regarding your wedding
  ring 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.
  
  We
  apologize if one of our store team members provided incorrect information about
  what our extended service plans cover. We would like to clarify that our
  warranties do not cover jewelry not purchased through our store. According to
  our records, our store did cover your repair fee as a customer service. However,
  we are unable to honor your request to provide a written statement that the
  service plan on your wedding band will cover your engagement ring.
  
  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: 08/02/2022

   I am rejecting this response because:
  
  
  The company is refusing to honor the agreement made at the point of purchase between myself and the sales agent which stated that both my wedding band and my engagement ring, once soldered together, would be included in the resizing warranty. If they had stated at the time of purchase that they were not both included, we would have purchased our wedding band elsewhere (*******, they would have included both rings in the warranty).  This was a very large purchase and we were misled about what we were purchasing. We have never been offered a refund for their dishonesty either. We would like to be offered either a full refund or a written guarantee that they will honor the agreement made at time of purchase. We would prefer them to honor the agreement as the ring now has sentimental value. 

• Initial Complaint

  Date:07/19/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a long-time customer of Kays Jewelers. I had service done on a bracelet 12/24/19, 8/1/20, 9/19/20 and 11/26/21. I requested it be replaced because it had broken in the same spot multiple times. A replacement was not allowed but I was allowed to trade up. I brought all of my Kays jewelry in for inspection on 8-27-21, but the emp did not record the inspection of my original diamond bracelet. I brought all of my Kays jewelry in for inspection on 2-12-22, and the new diamond bracelet as well as my new diamond hoop earrings were not recorded. I brought all of my Kays jewelry in for inspection on July 2, 22 and my new diamond bracelet was missing a diamond. The manager argued with me and insisted that I had not EVER gotten the new diamond bracelet inspected, because if I had, it would be recorded. It was under a different profile name from my prior marriage-which I did not know. I inspect ALL of my Kays jewelry at the same time, and I know that the bracelet was inspected in July, but the emp failed to record it. This is not the first time this has happened. I was also told that I would need an appointment for inspections from now on. They reluctantly did an inspection on all of my Kays jewelry, but still did not record ANY of the inspections. I was wrongfully charged $256.80 to repair my new diamond bracelet because the emp failed to do her job properly. And when I came to pick up for my repair, I was met with rude behaviour from the mgr. She said that when I was re-telling the day I traded in my bracelet that I said there were 3 "African Americans" working, but later I said they were "black". These are not derogatory discriptions, just as "Caucasian" and "White" aren't, so it has no relevance to my situation. I asked to verify the last recorded date of inspections on my jewelry because I rec'd an email showing they were due. She said they were due in August. NO ONE RECORDED THE INSPECTIONS DONE ON ALL OF MY JEWELRY ON July 2, 2022.

  

  Business Response

  Date: 08/01/2022

  July 29, 2022
  
  
  **** ******
  *** ******* ****** **
  ********** ** *****
  
  BBB # ********
  
  Dear *** ******:
  
  We
  appreciate the opportunity to respond to your concerns regarding your diamond
  guarantee inspections 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.
  
  We
  have confirmed that your jewelry is showing an inspection occurred on July 18,
  2022, except for the following pieces: sterling silver diamond hoop earrings
  purchased on December 13, 2015, a diamond teardrop necklace purchased in
  January 2013, and a 1.50ct diamond bracelet purchased in August 2012 which we
  believe is the bracelet used in the trade in you mentioned in your complaint.
  There were also two blue sapphire rings and earrings that do not show an
  inspection history as well as sterling silver diamond necklace. If you would
  like further information regarding these items, please contact me at ********************************** 
  
  We believe that setting up an appointment for
  future inspections will allow adequate time for a senior store team member to dedicate
  to assisting you with your jewelry. Although we are unable to confirm that the
  previous inspection was not documented, we are mailing a Kay gift card in the
  amount of $256.80 which you can use 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
  
  
  
  
  
  

  
  

  Customer Answer

  Date: 08/02/2022

   I am rejecting this response because:
  I should not have had to pay for a repair for jewelry that was inspected and your employees failed to record it.  They failed to record all of my pieces being inspected in July also and I brought it to the managers attention on the day I picked up my repair and paid.  A gift card just means that I still am spending money unnecessarily.  Your employees failed to record the teardrop necklace being inspected even after I brought the previous failure to their attention.  Your staff needs to be trained better than this.  I requested a refund of the money I had to pay for a repair because I have routinely brought all of my pieces in for inspection within the 6 month time frame and I should not be out the money for a repair.  If your employees had done their job correctly, I would not have been charged!  The blue sapphire jewelry is my daughters and she never brings hers in for inspections and the diamond hoops were traded in on the new diamond hoops that were left off the inspection and the old bracelet was traded in on the new one.  You can verify that I have purchased from your company for many years and always adhered to your inspection policy!I deserve a full refund!!!

  
  

  

  Business Response

  Date: 08/11/2022

  August 11, 2022
  
  
  **** ******
  *** ******* ****** **
  ********** ** *****
  
  BBB # ********
  
  Dear *** ******:
  
  We
  appreciate the opportunity to respond to your further concerns regarding your diamond
  guarantee inspections and the service you received from our company.
  
  We
  have deactivated the gift card previously mentioned. As a gesture of goodwill,
  we are mailing a check to you for $******. Please allow 21 days for delivery.
  
  We
  apologize for your continuing dissatisfaction in this matter.
  
  Sincerely,
  
  
  ***** *****
  

  Customer Connection
  Center
  
  cc:       Better Business Bureau
  
  

  
  

  Customer Answer

  Date: 08/12/2022

   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:07/18/2022

  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.

  My bill is due with Zales on the 27th of each month. They have made an update to their website where I can no longer log in to make payments as it says that my account is closed and I no longer have access. I have tried resetting my password and it lets me in, but when I make it into my account my banking information has been wiped out and the system will not longer let me enter it.
  
  I have tried calling the customer service number that they have provided, but it takes over 30+ minutes for a representative to answer and they do not have any answers to the problem. I asked for their technical support department and I was told that there is none.
  
  I do not want my payment to be late as it will result in an issue with my credit report. I have been trying to get this resolved for the last week.

  

  Business Response

  Date: 07/22/2022

  July
  22, 2022
  
  
  ****** *******
  *** ******* ***** ***
  ******** ** *****
  
  Re:
  Case #********
  
  
  Dear ****** *******,
  
  We appreciate the opportunity to respond
  to your concerns regarding your credit account. I am very sorry to hear of the difficulties
  you have experienced.
  
  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.
  
  Please note, ******** **** is currently
  going through some internal changes and conversions. Their new company name is
  ***** *********. You can reach their Customer Care Team at **************.
  
  I am providing you a link to our website
  for your Zales Diamond Credit Card. Once there, click on “Manage Account”.
  There is new information there regarding the changes. Hopefully, this will help
  you.
  
  *****************************************************************************************************
  
  For further questions regarding your
  credit account, please contact ***** ********* ********* ***** directly.
  
  I
  apologize for your dissatisfaction and any inconvenience this has caused.
  
  Sincerely,
  
  ***** *******
  Specialist,
  Customer Connection Center

• Initial Complaint

  Date:07/18/2022

  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.

  On November 22, 2021, I purchased an engagement ring and wedding band from Kay Jewelers in their store in the mall at ********* **. I paid with my ***** **** credit card. ***** texted me with a fraud alert asking me if the transaction at Kay Jewelers was me. I replied yes and ***** related to have the cashier swipe the card again, which they did. I was dealing with an ***** woman named, ****** at Kay Jewelers. I was not provided a receipt for the transaction that day and was told it was done online. My January statement reflects 4 charges by Kay Jewelers on 22 November totaling $25,511.66. That same statement reflects a debit on 29 November for $12,755.83. This removed two of their charges(1 for wedding band and the other for the engagement ring) leaving the amount I was to pay. On November 26 and 29 I paid off the amount on my credit card to pay for the wedding band and engagement ring. I noticed on my February ***** credit card statement another charge from Kay Jewelers relating, "****** ******* **** ***** **" for the amount of $12,171.34 with a date of 11/22, where all other charges on my card for that particular statement were in January. This is the amount I am contesting. I have been charged again for the amount of the engagement ring. I only received one engagement ring and would not have bought another. I have filed complaints with ***** and Kay Jewelers to no avail as the balance remains, which I will not pay. I need assistance in resolving this and having this charge removed. Poor customer service and potential fraud on their part. Meanwhile I am incurring interest charges on my credit card since November of last year!

  

  Business Response

  Date: 07/28/2022

  July 28, 2022
  
  
  ***** ******
  ***** ***** **
  ****** ** *****
  
  BBB # ********
  
  Dear *** ******:
  
  We
  appreciate the opportunity to respond to your concerns regarding your online
  purchase and the service you received from our company. We have forwarded your
  service concerns to the 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, on November 21, 2021, you were charged for $12.171.34 and
  $584.49 on two separate orders. Order ************** was shipped and delivered. Order ************** was cancelled and
  $12.171.34 and $584.49 were refunded to your **** card on December 6, 2021.
  
  If your billing statements do not show a credit
  in December for the cancelled order, please send a copy of your statements
  starting at November 21, 2021 to current with your account number redacted to ********************************* for review. If you disputed the charges with your ***** card, the rebill could
  be a result of their investigation. We would have no information about ******* rebill.
  
  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: 07/30/2022

   I am rejecting this response because:
  
  
  I have already submitted my credit card statements to Kay jewelers on two separate occasions. Those documents clearly reflect Kay jewelers charged me three separate times.  One of the charges was for the ring that I received and I have paid that off.  The other charge was due to them swiping my card twice at their ******** office and that is what was refunded.  there was a third charge which is listed in the documents I enclosed as a rebuild by Kay jewelers ***** ****. This is what I am disputing and need to be reimbursed for.  This entire process with Kay jewelers and Signet jewelers has been unsatisfactory at best.  I will not be satisfied until I'm fully reimbursed for the third charge that I am disputing. If I do not receive the money you owe me I will be forced to contact an attorney and potentially the police.

  

  Business Response

  Date: 08/09/2022

  August 9, 2022
  
  
  ***** ******
  ***** ***** **
  ****** ** *****
  
  BBB # ********
  
  Dear *** ******:
  
  We
  appreciate the opportunity to respond to your further concerns regarding your online
  purchase and the service you received from our company.
  
  We
  have no record of previous billing statements sent to us. We received the
  statements reflecting activity from November 11, 2021 to January 10, 2022 which
  you attached to your BBB complaint. However, we need additional statements
  covering the time period January 11, 2022 to July 31, 2022 to review. As
  previously stated, please redact your account number and either attach them to
  your BBB response or email them to me at *********************************.
  
  We
  apologize for your continuing dissatisfaction in this matter.  
  
  Sincerely,
  
  
  ***** *****
  Customer Connection
  Center
  
  cc:       Better Business Bureau
  

  Customer Answer

  Date: 08/10/2022

   I am rejecting this response because: I have provided you the relevant documents that clearly reflect the third charge in the form of a "rebill."  Your company has never asked for every credit card statement from the original purchase to present day. Why now? This is an invasion of my privacy and your company is negligent on the matter yet again. You have the documents that clearly reflect the problem as you cited in yiur response.  Why do you want all my credit card statements from November 2021 until July 2022? Provide me that answer. I want you to acknowledge the "rebill" that is clearly reflected on the statements I have provided. Also I want to see your records  that you did not send me a second engagement ring. I only bought and received one.  Use some common sense here and do the math.  This is a simple problem that you cannot or choose not to acknowledge.  I don't know who is responding to the BBB and I in this forum but it needs to be a manager.  I want this situation elevated on your end right now to at least a manager.  Stop delaying and rectify this problem today.
  
  
  
  

• Initial Complaint

  Date:07/16/2022

  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 purchased a ring at ****** on December 21, 2021. 3 stones fell out of the ring. I went up to the store in May to exchange it and they could find all my other transactions but not THIS one. I explained it might be due their company being acquired recently and maybe changing something within their system. They told me I needed the bank transaction records to prove I made the purchase and I needed to call customer service. I did find the bank transaction history that shows I made the $311.30 purchase on 12/21/21. I called customer Service and spoke to ***** and sat on the phone with the agent for over an hour and she said there was nothing she could do because she couldn’t find the traction. I would need to go back up to the store again. She also said the store told her they have no manager. I am super frustrated, this is poor business practice, poor customer service and they are selling poor quality jewelry. I would like this ring replaced or my money back.

  

  Business Response

  Date: 07/28/2022

  July
  27, 2022
  
  
  ****** *******
  ***** ******** ********
  ******* ** *****
  
  *** **** * ********
  
  
  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 was able to locate your
  receipt. Apparently your name and phone number were not on the receipt and is the
  reason it could not be located.
  
  Your purchase was made on December 21,
  2021 and is past our return / exchange timeline. Unfortunately, I do not see
  the purchase of an Extended Service Agreement (ESA) that would allow for a
  one-time replacement. For this reason we are unable to process an exchange.
  
  Please note, ******** ****** was not sold,
  and our systems have not changed. The company decided it was time to rebrand
  with a new and exciting name.
  
  If you would like a copy of your receipt
  mailed to you, please contact me directly by email at:
  
  ***********************************
  
  I
  apologize for your dissatisfaction and the inconvenience this has caused.
  
  Sincerely,
  
  ***** *******
  Specialist,
  Customer Connection Center

  Customer Answer

  Date: 08/07/2022

   I am rejecting this response because: Regardless as to whether there was a warranty purchased by the customer the business has a responsibility to sell good quality product. This item entails poor workmanship. With the amount of money I have spent with this business the company should show a good faith effort to satisfy the customer by replacing this product. Doing nothing is unacceptable. Stones should NOT be falling out this ring within such a short timeframe of purchase. The response of this large retailer is inadequate.
  
  
  
  

  

  Business Response

  Date: 08/15/2022

  August
  15, 2022
  
  
  ****** *******
  ***** ******** ********
  ******* ** *****
  
  Re:
  Case # ********
  
  
  Dear ****** *******,
  
  We appreciate the opportunity to continue
  to respond to your concerns regarding your ring.
  
  I apologize for your dissatisfaction with
  our policies. As a retail establishment, we honor the manufacturer’s warranty
  which is generally only 30 to 60 days. For this reason, we offer the Extended
  Service Agreement (ESA) to extend the warranty.
  
  Once again, because you did not purchase
  the ESA, we are unable to replace the ring as you are outside of the
  manufacturer’s warranty and our return / exchange policy.
  
  I
  apologize for your dissatisfaction and the inconvenience this has caused.
  
  Sincerely,
  
  ***** *******
  Specialist,
  Customer Connection Center

• Initial Complaint

  Date:07/15/2022

  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.

  Kay Jewelers is an absolute joke!!!!!!! Never do business with them!!! Took My ring in to get deep cleaned and saunter all 3 together…they had it 2 weeks, I got it back and had it 2 hours when my wife looks down and one of her prongs are broke and one looks bent and her big stone is gone!!!! I called up there immediately the guy was so rude on the phone said well we check the prongs when it comes in you can bring it up here though…I take my ring in him and the lady get into an argument, I paid for top tier insurance and top tier warranty when I bought them but because my center stone is a “precious stone” the insurance or warranty doesn’t cover it….i said why did I buy a $5,000 ring set if insurance doesn’t cover it she said your paying for the “Neil lane name” and it covers all your small diamonds…(no one explained the big stone wasn’t covered, I would of gotten a different ring) i said the big stone sells the ring and your telling me after you sent it off it now comes back and is missing and I have to pay for it...I’ve had this ring 2 years and the only issues we’ve had with it being loose are the 2 times we have sent it off to be deep cleaned…last time we sent it off to be deep cleaned we got it back the stone was loose and you guys had to send it back out again..this time we send it out get it back prongs break and our “precious stone” is now missing…they said well you’re wife must of caught it on something, we are not going to pay to replace it but we can send your ring off to be estimated for a new stone for you to purchase…..they had it 2 weeks I had it 2 hours when She noticed it was missing and “it’s her fault” and they will not replace or cover it!!! TOTAL **!!!! Never ever do business with them!!!
  
  Also they didn’t even line my top ring straight when they sauntered them.

  

  Business Response

  Date: 07/28/2022

  July 28, 2022
  
  
  ******* ********
  ** * ****** **
  ******* ** *****
  
  BBB # ********
  
  Dear *** ********:
  
  We
  appreciate the opportunity to respond to your concerns regarding your wedding
  set and the service you received from our company. We understand the importance
  of your special ring set to you and your distress with what has occurred. 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.
  
  We
  offer a six-month warranty on our repair work which in this case was for a deep
  clean and to solder the three rings together. We are sorry to hear that one of the
  prongs broke and another was bent so soon after the ring set was picked up, but
  our repair work did not cause this incident. The ring was picked up from repair
  with its prongs intact. The complementary diamond and gemstone guarantee we
  give to our customers who purchase jewelry containing diamonds, emeralds,
  rubies, and sapphires does not replace morganite.
  
  For
  the reasons above, we cannot honor your request for a free replacement
  morganite stone.
  
  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