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:06/12/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a 10K name plate necklace on 8/4/2020 along with a lifetime warranty. It’s been 5 years & the necklace has completely changed colors (silver & copper started changing colors within first 2 years) & the name plate is somewhat bent, so I finally decided to see what my options were in regards to repairing/restoring the chain to it’s original color & condition. I went to Zales & was told that it will be sent out for repair & that if there were any issues with repair they could replace the same necklace. After being sent out low & behold there was an issue. Apparently, the chain is gold filled which they do not work on & cannot repair (which was the main issue with the necklace). Since it couldn’t be repaired I asked about it being replaced as they mentioned prior. They told me they no longer sell that item, so my only option is to just accept it or get something less or of equal value but would have to return original necklace. This brings me to my issue. I purchased this necklace after my partner had tragically passed in a motorcycle accident. It is a VERY sentimental piece to me & something so dear to my heart! The necklace is perfect because it has a cross with a heart in it with his name next to it. I purchased the warranty KNOWING that if anything happened to this specific piece I would want to be able to get it fixed no questions asked! Now that it is no longer being sold, I expressed that I did purchase a warranty & it is not the consumers fault the item is no longer sold because I would 100% want the EXACT necklace replaced. Since it is not, I kindly asked that I am not punished & still able to utilize my warranty and receive something else of even lesser value but to PLEASE let me keep my original. THEY REFUSED! I am heart broken and don’t think it’s fair that I purchased a warranty but because it’s not sold I’m either stuck with the rusted silver chain or hand in my original piece. This piece is valued at less than $350.
Business Response
Date: 06/23/2025
June
23, 2025
******** *
** *****
*** **** * ********
**** ******** **
We
appreciate the opportunity to respond to your concerns regarding your
dissatisfaction with the terms or our Lifetime Jewelry Protection Plan (LJPP).
I
researched your concerns and see you are currently working with my associate *****.
*****’s notes indicate you were offered an exchange for a different item of
equal value as that is what the terms of the warranty state. You can view the
terms of the warranty on our website at:
******************************************************
I
also see you were told you could purchase a new chain which they would be happy
to install on the pendant; however, you declined that offer as well.
I
spoke with ***** and she explained she made arrangements with the store manager
for you to visit the store to process a return and refund of your warranty. She
also sent you an email with the information of what you will need to take to
the store.
If
you have any additional questions or need further assistance, please contact
***** as she is most familiar with your case.
I
apologize for your experience and the inconvenience this has caused.
Sincerely,
***** *******
Specialist, Customer Connection CenterInitial Complaint
Date:06/11/2025
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 October 17, 2023, I made a purchase from Kay Jewelers and opened a line of credit through their financing partner. At no point during the transaction was I informed of any promotional financing terms, including any “18-month no-interest” offer. I was not given the option to opt into or out of such a promotion, and I was led to believe the account operated like a standard credit line with a fixed payment schedule.
On October 22, 2023, I returned to the store and exchanged the item. During that exchange, again, there was no disclosure of any change or impact to the financing terms, nor was I told that any deferred interest might be involved.
On June 6, 2025, I was surprised to learn that interest had been accruing on my account since the exchange, and that the full amount of interest was added retroactively once the supposed 18-month period ended. I was never made aware of this promotional plan, nor did I knowingly agree to it.
I believe this is a deceptive business practice. Had the 18-month deferred interest promotion been disclosed, I would have made different financial decisions, including possibly paying the balance in full or exploring alternative payment options.
I am requesting that all retroactive interest charges be reversed and that my balance be corrected accordingly. I also urge Kay Jewelers and its financing partner to improve transparency and ensure all financing terms are clearly disclosed and consented to by customers being before applied.Business Response
Date: 06/16/2025
June 16, 2025
****** ****
**** ***** **
***** ** *****
*** *** **** * ********
**** *******
We appreciate the opportunity to respond to your concerns about your credit
plan and the disappointing service you received from our company. We apologize
for your dissatisfaction with this matter. We have forwarded your service
concern to the district manager responsible for the Cucamonga store to review
the store team members involved. We appreciate your feedback about your
experience and will work to improve how these types of issues are handled in
the future.
Our store team members are trained to
explain the difference in the finance plans available. We regret if that did
not happen on your visit to our store. We have attached the credit draft you
signed on October 22, 2023 which states there is deferred interest if not paid
within the promotional period. In addition, your billing statements would have
shown the amount you needed to pay within the promotional period. Also, you
could call the phone number for your account’s service provider which is
visible on your credit card with any questions you had.
Regarding your request for a billing
adjustment, we would like to clarify that your credit account’s service
provider is Comenity Bank. Kay Jewelers does not have access to your credit
account, payment history, billing statements, or credit reporting, nor are we
able to make a billing adjustment to your account. Any concerns regarding
interest rates or payments should be addressed through Comenity Bank.
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:06/11/2025
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 husband purchased the "kevin UP" ring from a disney collection in size 8 on 12/14/2022. On 6/25/2023 there was a gem misising from the ring and the ring was serviced. while it was being serviced they checked the ring size etc. the ring was bigger but not a burden. when they checked the size of the ring along with the tightness of all the other gems. The ring was a 9. it was then "sized" to an 8 or 8.25 and said to have to charge but were not charged. When we picked up the item the store charged us $64.16 for resizing and repair of the ring. Within a month later the same gem fell out of the ring again. meaning it was not repaired properly. Another month went by and another gem had fallen out of the ring. the ring "Disney" stamp was also removed from the inside of the ring and its slightly noticeable of where the ring was resized. my husband did reach out and the rep was not able to repair or replace the ring due to it "not being in warranty" and was going to charge us again. we reached out to a few other KAY stores in the area and after discussing it in length with managers they advised we were treated wrong and to go back to the same store. which have declined to fix the issues without charging us again. i would just like the ring replaced to the proper size and shape that we ordered originally or if its discontinued to be repaired properly this time.Business Response
Date: 06/23/2025
June 21, 2025
******* *******
***** ********* ****
***********, ** *****
RE: BBB Case # ********
Dear *******,
We appreciate the opportunity to respond to your concerns about your Disney
Collection ring and the disappointing service you received from our company. We
apologize for your dissatisfaction with this matter. We appreciate your
feedback about your experience and will work to improve how these types of
issues are handled in the future.
We would first like to clarify that because
the purchase was not made under your name, we are limited in the information we
can provide. However, the order number you provided for the purchase of the
ring shows that no Extended Service Agreement was purchased with the ring. Therefore,
there would be a charge for repair work.
In addition, we could not locate the repair
from 2023 for sizing or for the stone loss mentioned in your complaint. If you
have the store location and the name that the repair work was under, we can
investigate further. If the work was under your husband’s name, he can contact
our Customer Connection Center at ********** **** or visit
********************************* to send an email.
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: 06/24/2025
I am rejecting this response because:
I can't believe information is being withheld due to me being a recipient of the gift! I have all of the order information and know that it was in fact my husband **** ***** whom purchase the ring with a card that it attached to my bank account as well.I will gladly have him make a complaint to the BBB in his name as well. Not a problem.
The ring WAS infact repaired and charged for sizing again when we were sent the incorrect size to beginnwith and shouldn't have had to cut the ring and remove the Disney stamp on it for your mishap. We had the warranty it was said to be the lifetime of the diamonds/gems as long as we did the 6 month cleaning. Which we had been doing and was getting it checked regularly. However whomever was checking the ring was not doing it properly because we lost a gem not once but twice. When it was replaced and noticable not to mention fell out again this is very disappointing. When the 2nd Gem (third total) fell out nobody was willing to repair the ring due to it having previously been worked on and wanted to charge more than the ring original cost.
The repairs were sent out and I was without the ring for sometime in 2023. It was the store 8130 transit Rd williamsville NY. We were reassured it would be good and was not. Order number for that was 30529644
We have spoke with many stores over the last couple years and seem to get to where someone will be fixing it and then we get to the store over an hour away from our home to be declined.
I just want my ring fixed.
I have more I can submit on the original order as well as the repair order however this seems to say it's too large of a file to attach.Business Response
Date: 07/03/2025
July 1, 2025
******* *******
***** ********* ****
***********, ** *****
RE: BBB Case # ********
Dear *******,
We appreciate the opportunity to respond to your further concerns about your Disney
Collection ring and the disappointing service you received from our company.
We would first like to clarify that we offer
a complementary Diamond and Gemstone Guarantee on all our Diamond, Emerald,
Ruby, and Sapphire jewelry. This guarantee covers the replacement of the
aforementioned stones, if they become damaged or lost from their original
mounting, provided the required six-month inspections are completed and
documented. If your inspections are not completed, the guarantee becomes void. In
addition, we offer the option to purchase an Extended Service Agreement (ESA) for
up to one year from purchase, which covers repair work such as ring sizing and
other repairs that may be needed during normal wear and tear. The ESA does not
cover missing diamonds or gemstones, and the Guarantee does not cover repair
work to the metal parts of your ring.
With the information you provided, we were
able to locate a repair for ring sizing and stone replacement in June 2023. Your
ring was ordered in the stock size, which you received. According to our
records, the only inspection that we have documented for your ring is after the
June repair. Because the ESA was not purchased on the ring and the last
documented inspection for your Guarantee was in 2023, your ring is not eligible
for a free repair or replacement. However, if you decide to have your ring
repaired through our company, your Diamond and Gemstone Guarantee will be reinstated
for the next six months until your next inspection is due.
We apologize for your continuing
dissatisfaction in this matter.
Sincerely,
***** *****
Customer Connection Center
cc: Better Business BureauCustomer Answer
Date: 07/07/2025
I am rejecting this response because:
This is not valid information. The ring was measured at a different size! We have the original order. And as for the inspections to keep the warranty instated we had issues with the missing gems almost right Way and started emailing and communicating to get it fixed yet again. We were unable to get a resolution this entire time at what store to take it to or why we would be charged as they stated that it was another repair to the same thing they repaired.I would like my ring fixed fully. This is insane and I will never purchase from the company again and I will post all this on my social media so others don't go without further documents to prove what is being said to them by your staff.
Initial Complaint
Date:06/08/2025
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 am submitting this complaint regarding multiple product failures and poor customer service I experienced at **********************, both at the ********, ** location and through their corporate Escalations Department.From July 2024 to date, I purchased three pairs of earrings for my daughter from Banter in ********, **. The store manager assured me that the backs were secure and not likely to fall off. Despite this, all three pairs have fallen out over time during normal wear. I later found multiple online complaints describing the same issue, which points to a broader product defect.During the piercing appointment, the staff pierced my daughters ear with the wrong earring. She had to endure the pain of being pierced a second time that same day. While they damaged out the incorrect earring, no apology or formal acknowledgment of this mistake was given. Also, I was charged for the wrong earring and never granted a refund of the difference for the correct earring.I contacted Banter Corporate and was told the warranty doesnt cover lost earrings. However, I did not simply lose earrings, this is about product failure. I was also informed that the store manager would be working with corporate for a resolution. This implied the issue would be addressed beyond the standard warranty, yet I was later told that nothing further could be done.Instead of addressing the core issue, Banter focused only on the piercing incident (not the reason for my complaint) and closed the case. Ive spent money on multiple pairs of earrings that do not stay in, and my child had a painful and mishandled piercing experience.I am requesting either a refund or replacement of the three defective earring sets, along with a written acknowledgment from Banter that this matter was not properly handled.Business Response
Date: 06/23/2025
June 23, 2025
Angelhene Bacon
GA 31407
Re: Case # 23441229
Dear Angelhene
Bacon,
We appreciate the opportunity to respond to your concerns
regarding your dissatisfaction with the service you have received at our store
and with our Escalation Department.
I researched your concerns and see you are currently
working with my associate Kaitlyn, a member of our management team. Kaitlyn’s
notes indicate she made arrangements for the store to process a return and
refund which also allowed you to retain the single earring that is currently
being worn by your daughter.
Please continue working with Kaitlyn for any other concerns
or questions you may have as she is most familiar with your case and is happy
to continue assisting you.
I apologize for your experience and the inconvenience this
has caused.
Sincerely,
Kathy Hershey
Specialist, Customer Connection CenterInitial Complaint
Date:06/07/2025
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 bought a diamond tennis bracelet from kay jewelers in May of 2024, originally the bracelet had just broke, like randomly, nothing i did caused it to break, well, i took it in to get fixed, they didn’t fix it right (i didn’t know that), i decided not to wear it for a couple months afterwards bc i was scared of it breaking again, well i decided to wear it yesterday June 6th 2025 and the bracelet just came off while i was in public, i reached out to the only 2 stores i was in yesterday & neither of them have it. i tried reaching out to kay jewelers as this is a fault of their own for their jewelry repair services to not have fixed it right. this is a type of bracelet that doesn’t just fall off, it came off because they did not repair it right & id like them to either replace it, or refund it. Thank you.Business Response
Date: 06/16/2025
June 16, 2025
******* ******
*** ***** ******* **
******** ** *****
*** *** **** * ********
Dear *******,
We appreciate the opportunity to respond to your concerns about your diamond
tennis bracelet and the disappointing service you received from our company. We
apologize for your dissatisfaction with this matter. We appreciate your
feedback about your experience and will work to improve how these types of
issues are handled in the future.
According to our records, you purchased a
diamond tennis bracelet on May 8, 2024 with an Extended Service Agreement (ESA).
On September 11, 2024, you brought the bracelet back to our store to repair a
break. You picked up the bracelet after repair on September 24, 2024 and signed
for the bracelet that it appeared in good condition.
Regarding your request for a replacement
bracelet, the ESA you purchased with your bracelet does not cover replacement
of lost jewelry. In addition, the six-month repair warranty, we offer on all
our repairs expired in March on your bracelet. Therefore, we are not able to
honor your request for a free replacement bracelet. The ESA you purchased with
the bracelet for $139.99 is available for a refund if you wish. Please stop by
any of our Kay Jewelers’ stores with a copy of this letter and your receipt for
assistance.
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:06/06/2025
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.
About a necklace that I had repaired and a couple days after I received it the necklace started to change colors. This is the second time this happened and the customer service said that they couldn’t do anything after weeks of investigation they sayBusiness Response
Date: 06/19/2025
June 18, 2025
******* *******
***** **** ***
********** ** *****
RE: BBB Case # ********
Dear *******,
We appreciate the opportunity to respond to your concerns about your necklace and
the disappointing service you received from our company. We apologize for your
dissatisfaction with this matter. We have forwarded your service concern to the
management of the Customer Connection Center to review with the team members
involved. We appreciate your feedback about your experience and will work to
improve how these types of issues are handled in the future.
We reviewed your repair history and found
that in 2019 you brought your necklace to our company to have the clasp replaced.
Shortly after you picked up the repaired necklace, you returned with the clasp
and chain discolored. The necklace was sent back to our Design and Service
Center to see if it could be corrected, but it could not. Although it appeared
that the necklace was exposed to chemicals, such as in a swimming pool or hot
tub, we replaced the necklace with a 10kt solid yellow gold 18-inch necklace
from our company free of charge, even though it was not originally purchased
from our company.
In March 2025, you brought an 18-inch yellow
gold rope chain for a deep clean because it was discolored. Our repair shop
noted that the chain was gold plated and not our merchandise, but they would
attempt to correct it one time. You picked up the chain on April 3rd and signed that it was in satisfactory condition. On April 22, 2025, you
contacted us again that the chain was again discolored. Our case specialist who
worked with you on your complaint reviewed the situation with management and it
was decided that the chain would not be replaced.
Regarding your request for a refund, the
chain was not purchased with our company, nor were we able to locate a receipt
showing you paid for the repair work. Therefore, we are unable to honor your
request for a refund.
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: 06/20/2025
My original chain that I had the clasp replaced i has since I was a teenager and it was a gift from my parents, I barely took it off my neck. But when I brought it in to get the clasp replaced it started to change colors which never happened and I had that chain for at least 20 years. The chain that they replaced was sent in for repairs in 2025 the people now in the store is telling me it’s gold plated after I brought it back for a second time because it was changing colors. Since then I have received gifts from Kay Jewelers which are gold but they are changing colors too and I have not wore them.
Customer Answer
Date: 06/20/2025
The necklace that was seen for repairs in 2019 is the same necklace that was replaced in 2019. I didn’t even wear the necklace after the repairs and it changed colors. Now , I have to suffer a lost just because I decided to use Kay’s JewelryBusiness Response
Date: 06/30/2025
June 30, 2025
******* *******
***** **** ***
********** ** *****
RE: BBB Case # ********
Dear *******,
We appreciate the opportunity to respond to your further concerns about your necklace
and the disappointing service you received from our company.
Pure yellow gold does not tarnish or change
colors. However, gold is mixed with other metal alloys to make it stronger. Depending
upon the alloys, they can tarnish or oxidize when exposed to certain chemicals,
such as chlorine or sulfur, or everyday products, such as household cleaners,
cosmetics, and perfumes. You can reduce the chances of your gold changing color
by cleaning your jewelry regularly, avoiding harsh chemicals, and storing it in
a dry place to minimize exposure to air and moisture.
As previously stated, our jewelers
determined that the necklace from repair ******** is gold plated and not our
merchandise. Therefore, we are not able to provide a refund to you as
requested.
We apologize for your continuing
dissatisfaction with this matter.
Sincerely,
***** *****
Customer Connection Center
cc: Better Business BureauCustomer Answer
Date: 07/01/2025
I am rejecting this response because:
So what is the problem if it was stored properly and has not been exposed to any chemicals and it still changes colors. The necklace that I have is from Kay’s, that was sent in for repairs. I only have jewelry from Kay’s Jewelry. So that means that in 2019 I was given a gold plated necklace and now 10k gold.Initial Complaint
Date:06/06/2025
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.
This month, I became aware of credit activity on my file that I did not authorize. Upon reviewing my report, I discovered a Zales Credit Card account under the number ending in ****, opened in December 2016, with a balance of $1,264. I have no knowledge of this account, nor did I initiate any application or transaction related to it. Given that I have never opened or used this account, I am respectfully requesting that it be thoroughly investigated and that all fraudulent data associated with it be permanently removed and blocked from my credit historyBusiness Response
Date: 06/18/2025
June 18, 2025
***** ******* ******** *********** *** * ***** ****** *** ***** ** ***** *** **** * ********
**** ***** ******* ******** ************
We appreciate the opportunity to respond to your concerns
regarding your Zales credit account. I apologize for your dissatisfaction.
Please be advised, Zales credit
accounts are managed by a third-party financial institution; therefore, we do
not have control of or access to the account.
For further questions or concerns
regarding the credit account, please contact the credit provider directly. The
majority of Zales credit accounts are managed by Comenity Capital Bank. They
can be reached at: ***************
I apologize for any inconvenience this
has caused.
Sincerely,
***** *******
Specialist, Customer Connection CenterInitial Complaint
Date:06/04/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My wife had back to back repairs of her ring and they did a poor job each time. The ring is warped and the diamonds sit wonky on the band. The manager of the store was rude and not helpful. I want the ring replaced.
Jewelry Repair #********** Jewelry Repair #**********Business Response
Date: 06/17/2025
June 17, 2025
**** *********** *** ******* ***** ******* ** ***** *** **** * ********
**** **** ************
We appreciate the opportunity to
respond to your concerns regarding your ring. I am very sorry to hear of your
dissatisfaction.
I researched your concerns and see
your rings and warranty (LJPP) were purchased in August of 2018. At the time of
the purchase your rings were sent to our jeweler for sizing. In October of 2019
you brought your rings back to the store to have them soldered together. In
November of 2023 your ring was brought in to repair the halo that was apparently
bent. The damage was minimal and can be attributed to normal wear.
The next repair was #********** on
January 13, 2024. The pictures of the ring show severe damage that cannot be
attributed to normal wear. Please be advised, your LJPP covers only repairs
needed due to normal wear; however, you were not charged for this repair.
Although the jeweler was able to
successfully repair the rings, they were sent back on repair #********** to
replace a missing diamond under the halo that came out as a result of the
previous damage. On February 10, 2024, you picked up the rings and signed the
receipt indicating the repair was to your satisfaction.
Your last repair, #**********, was on
November 9, 2024 to replace a missing diamond. This repair also mentions a
crack in the mounting. The repair was completed, and again you picked up and
signed for the rings on November 29, 2024. It has been almost 7 months since we
had your rings in for repair.
I spoke with the store manager **** and she was not familiar with your concerns as she has not seen your ring or
spoken with you. She would be happy to meet with you to discuss the possibility
of a replacement ring under the terms of the LJPP that you purchased. Please be
advised if your ring is replaced you will be responsible for the cost of a new
warranty. The LJPP would be used for the replacement and it is not transferable
to a new ring. The purchase of a new LJPP is not mandatory, but your new ring
would not be covered without the purchase of a new LJPP.
If you are interested in this offer,
please contact **** to schedule a time to meet with her. The phone number to
the store is: ***** *********
I apologize for your dissatisfaction
and the inconvenience this has caused.
Sincerely,
***** *******
Specialist, Customer Connection CenterCustomer Answer
Date: 06/20/2025
I am rejecting this response because:
The business has refused to contact me directly. I don't want to deal with that store manager she is rude and not helpful. The ring is still in need of a better repair job as the pictures I provided show it is sitting incorrectly and wonky. That occurred from the last Repair. I want someone other then **** to reach out to me. I'd gladly replace the ring but I am not purposely buying one for double the price in order to use the warranty correctly. I want someone from corporate to call me. ************
Business Response
Date: 06/30/2025
June 30, 2025
**** ***********
*** ******* *****
******* ** *****
*** **** * ********
**** **** ************
We appreciate the opportunity to
continue to respond to your concerns regarding your ring.
As previously stated it has been
almost 7 months since we last had your ring in for repair. Our jewelers did not
damage your ring. Your ring was brought to us damaged on January 13, 2024. I
have included the pictures of the ring when it was taken in for the repair.
Although our jewelers were able to return
your ring to wearable condition, the damage likely compromised the integrity of
the ring. Your ring needs to be replaced, which we are willing to do based under
the terms and conditions of your warranty (LJPP).
Please note, the terms of the LJPP do
not require you to double the value of the ring, Those are the terms of a
trade-in, not a warranty replacement. The ring will be replaced with another
item of equal value; the value being the price you paid for the ring.
You can select an item of greater
value; however, you would be responsible to pay the difference in price.
Additionally, if you want your replacement item covered, you will be
responsible for the purchase of the said warranty.
If you prefer to work with a different
store, I am happy to make those arrangements. I see there is another Zales
store approximately 5-6 miles from your home. The store is in the Deptford
Mall.
If you would like to work with the
Deptford Mall store, please contact me directly. I can be reached by email at:
***********************************
Please include reference number
******* in the subject line of your email. Once I speak with the store I will
provide you a contact person to work with.
Once again, I apologize for your
dissatisfaction and the inconvenience this has caused.
Sincerely,
***** *******
Specialist, Customer Connection CenterCustomer Answer
Date: 07/01/2025
I am rejecting this response because:
This was the same exact response. Nothing new was provided. I don't understand why they copy and pasted the response. I need someone to contact me via phone ************
Initial Complaint
Date:06/03/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I had bought a set of diamond earrings back in 06/06/22 an paid them off last year. I had misplaced/ lost one of my diamond certificates that they gave me so I recently went into the store an asked them can they give me a copy of my certificates come to find out that when they gave me the copies they did not match up to the certificate that I had in my possession nor did the insurance certificates they gave me. So I spoke with the manager an she had me come back to the store at a later date when I did all she told me was the diamonds that I have are what I purchased an the certificate that I had was wrong an that their is nothing she can do. My issue is the certificates that I received when I purchased them is the cut grade, quality grade, an color grade is what I was under the impression of what I had bought from them an to find out they are not so I would like them to make it right by giving me what I thought I bought or reimburse me my money.Business Response
Date: 06/24/2025
[[BBB transcription via email, see attachment]]
Dear ******,
We appreciate the opportunity to respond to your concerns about your diamond earrings and
the disappointing service you received from our company. We apologize for your dissatisfaction
with this matter. We have forwarded your service concern to the district manager responsible for
the Gurnee store location to review with the team members involved. We appreciate your
feedback about your experience and will work to improve how these types of issues are handled
in the future.
According to our records, you purchased two loose diamonds that were set into earrings on
June 6, 2022. Regretfully, you received the wrong diamond cert papers. The store team
members filled out the Certificate of Insurance Replacement Brochure with the information from
the incorrect diamond certs. We would like to assure you that the price you paid for your
diamonds is the price of certified 1ct diamonds with VS1 and VS2 clarity.
We have offered to pay for an appraisal for your diamonds and will replace your paperwork with
the correct information that matches the gem scribed numbers of your diamonds. While we
cannot honor your request for a refund or VVS clarity diamonds, we would like to offer you the
option to exchange your diamonds for other diamonds or diamond merchandise. Please
understand if you select merchandise greater than the purchase price and trade in credit of your
diamonds, you would be responsible for the difference in price. If you are interested in this offer,
please contact your case specialist for assistance.
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 Answer
Date: 06/24/2025
I am rejecting this response because:
They are honestly admitting that they store had made a mistake and the only solution they are giving me is a free appraisal an the correct certificates or the choice to trade them in for some other diamonds that I like to where I can purchase for equal value or pay a difference if they are greater than my original purchase.Initial Complaint
Date:06/03/2025
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 6/1/2025 attempted to get a ring serviced under Zales Lifetime Protection Plan. The ring's mounting had broken and the top center flower of the mounting fell off. We did not have this top centerpiece, just the ring and the mounting piece. Zales refused to honor the Lifetime Protection Plan stating part of the ring was missing, thus negating the Protection Plan. The language of the plan is explicit and states damage mounting repair is covered. I did not find any detail in the coverage that would disqualify repair or replacement. Warranty number is ************.Business Response
Date: 06/16/2025
June 16, 2025
****** ******
**** *********** ****
**** ****** ** *****
Re: Case # ********
Dear ****** *******
We appreciate the opportunity to respond to your concerns
regarding repair and warranty.
I am very sorry to hear of your
experience. Please be advised, if a part of the ring is missing, we would not
be able to repair it; the only option would be to replace the ring providing the
damage can be attributed to normal wear.
I would like to discuss your concerns further
with the store; however, I will need the store location that you visited.
Please include the city, state and mall name in your response.
You can send the requested information
to me directly by email at:
***********************************
Please include reference number ******* in the subject line of your email.
I apologize for your
experience and the inconvenience this has caused.
Sincerely,
***** *******
Specialist, Customer Connection Center
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