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:07/14/2022
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 made a purchase at Kay Jewelers during Christmas 2021 and paid $2500 for a pendant that turned purple by July. The company refuses to give me my money back for a piece of defective Jewelry. They said I can exchange the item, but refuses to issue a refund. What kind of business practice is that!!! On 7/13/22, I was even willing to accept a gift card, but the ******* store had the cards locked unavailable to the staff present. On 7/14/22, I went to the ******* store and now I can’t get a gift card but have to wait for an investigation, which is the first time I’m hearing this and was give no window of when the matter should be resolved.
Business Response
Date: 07/28/2022
July 25, 2022
******** ******
*** **** **** ***
********* ** *****
BBB # ********
Dear *** ******:
We
appreciate the opportunity to respond to your concerns regarding your pendant and
the service you received from our company. We have forwarded your service
concerns to the district manager responsible for the ******* and ******* stores
to address with the store team members involved. We welcome your feedback about
your experience and will work to improve how these types of issues are handled
for future customers.
We
would like to clarify that the alloy metals in your 10kt yellow gold pendant
appear to have had a chemical reaction to something that it came into contact.
Please remember to remove your pendant before swimming, cleaning, or strenuous
exercise.
According
to our records, the ******* store contacted our Customer Connection Center for
assistance with your gift card. Due to the amount, the representative felt that
management needed to investigate. We apologize for this delay. Management has
reviewed the situation and approved a return for the pendant or an exchange if
you prefer. Please bring a copy of this letter with you to either the ******* or ******* stores. If the store team members have any questions, they can call
our Customer Connection Center with case # ********
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: 07/29/2022
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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