Complaints

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

close

Find a Location

Signet Jewelers has 2047 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:06/02/2025

  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.

  My husband and I purchased wedding rings from Zales on 10/31/2023, with a promotional financing plan of 18 months (due in full by 05/03/2025). On 12/6/2023, the store placed a special order for my husband’s ring to be resized, and without informing us clearly, they changed his promotional financing to only 12 months.
  Because we were on autopay, we didn’t realize the change until we were charged $530.96 in interest on 01/02/2025. Additional interest was also charged in February and March. Once we saw the statements, we contacted the store and credit card company multiple times, both in person and by phone, but no one resolved the issue or offered any support.
  We were so frustrated we decided to pay off the balance in full on 03/13/2025, but we strongly feel that this situation was unfair and not properly disclosed.

  

  Business Response

  Date: 06/16/2025

  June 16, 2025
  
  
  ******** ******
  ** *****
  
  
  Re: Case # ********
  
  
  Dear ******** ******,
  
  
  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 your account.
  
  I located your receipts and see on
  December 6, 2023 the one ring was returned as it had to be special ordered to
  receive the required size. A new receipt was processed that shows the
  special-order ring was put on a 12-Month Plan as it did not qualify for the 18-Month
  Plan.
  
  Our records show you signed the
  receipt that clearly states the new 12-Month credit plan terms. Additionally,
  it is your responsibility to view your statements each month. Each monthly
  statement shows the pay-off date for each promotional credit plan.
  
  For further questions or concerns
  regarding your Zales credit account, please contact ******** **** directly at:
  ***** ********.
  
  I apologize for your any inconvenience
  this has caused.
  
  
  Sincerely,
  
  ***** *******
  Specialist, Customer Connection Center

  Customer Answer

  Date: 06/17/2025

  To Whom It May Concern,
  Thank you for the update regarding my complaint against Zales.
  I respectfully disagree with the company's response. The reason the December 6, 2023, transaction was processed separately was due to an error on Zales’ part. They had incorrectly handled my husband’s ring from the original purchase. We returned to the store to fix their mistake and have the ring resized, which resulted in the new transaction. We were never told that this would be treated as a new and separate purchase with a completely different promotional plan.
  We were also never informed of the $3,000 minimum required for the 18-month deferred interest plan. Had we known, we would have taken appropriate steps to ensure the purchase met the requirement. At no point did the staff notify us that this transaction would fall under a 12-month plan or that interest would accrue unless paid off sooner. The change in promotion was never communicated us nor made clear at the time of purchase.
  We trusted Zales to handle the correction of their error without financial penalty to us. Instead, we were left with unexpected interest charges, which we only learned about months later from our billing statement. This feels misleading and unfair, especially when we made payments in good faith under the assumption that the purchase was covered under the original promotional terms.
  I am asking the BBB to continue investigating this matter and request that Zales reconsider and remove the accrued interest from my account, as the situation was caused by their error and lack of disclosure.
  Sincerely,
  ******** ******

  

  Business Response

  Date: 06/23/2025

  June 23, 2025
  
  
  ******** ******
  ** *****
  
  
  Re: Case # ********
  
  
  Dear ******** ******,
  
  
  We appreciate the opportunity to continue
  to respond to your concerns regarding your Zales credit account. I apologize for your dissatisfaction.
  
  As previously stated, Zales
  credit accounts are managed by a third-party financial institution; therefore,
  we do not have control of or access to your account.
  
  You purchased the rings
  October 31, 2023 on an 18-Month Deferred Interest Plan with the qualifying
  amount of $4234.36. The men’s ring was returned on December 6, 2023 and a
  refund in the amount of $2084.47 was applied to your account.
  
  A special order was
  submitted, also on December 6, 2023, for the ring in the size needed. You
  signed the Special Order receipt in the amount of $2084.47 which was added back
  to your account on a 12-Month Deferred Interest Plan. I have included copies of
  the signed receipt.
  
  The special-order ring
  was picked up on December 23, 2023.
  
  Once again, it is your
  responsibility to view your statements monthly. Each monthly statement lists your
  promotional plans separately and includes the balance and pay-off date of each
  plan.
  
  For further questions or
  concerns regarding your Zales credit account, please contact ******** ****
  directly at: ***** *********
  
  Once again, I apologize
  for any inconvenience this has caused.
  
  
  Sincerely,
  
  ***** *******
  Specialist, Customer Connection Center

  Customer Answer

  Date: 06/24/2025

   I am rejecting this response because:
  Thank you for following up. While I appreciate the opportunity to voice my concerns, I’ve decided to close this case, NOT because I agree with the response, but because I no longer have the energy to keep going back and forth with a company that refuses to take responsibility.
  Zales continues to insist it was my responsibility to catch the change in financing terms on my statements, but they fail to acknowledge the most important fact: this second transaction only occurred because of their own error. I went back to the store to correct the size of the ring they got wrong, NOT to open a new plan, NOT to renegotiate anything, and certainly NOT to pay more. No one ever informed me that this would be treated as a separate purchase with a shorter payoff window. I was misled by omission.
  Unfortunately, I had automatic payments set up, so I wasn’t reviewing statements line-by-line, and I take responsibility for that. But that doesn’t excuse Zales from failing to verbally disclose something that impacted my financing.
  At this point, they can keep the money. I am done. I would never recommend this company to anyone, and I’ll be sure to share my experience whenever possible. I just hope this feedback helps another customer down the line avoid the same situation.
  

• Initial Complaint

  Date:05/31/2025

  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 made a purchase on 05/09/2025 for two items totaling $668.05. on May 31, 2025 I went back to the store to return one of the items. The employee told me that sh ecould not do the return and that managers could do returns but that no manager would be trhere today. I asked if I could go down to the other Banter in the mall to return and the assovciate responed that :she couldnt stop me". At the other Banter store the manager refused to do the return because i didnt purchase it from her store and it would count againsther sales. She stated that any employee could do returns though. So I went back to the 1st stoore that i made the purchase at and at this time there was another associate working there alomgside the 1st individual who also refused to do my return. I explained that i was not able to come back to the mall in the forseeable future and that i needed to get the return done while I was there and they still refused. So now I am stuck with an item I do not want and I cannot return it unless I re arrange my life and schedule with the store store manager or risk not being able to return it at all because the time limit to maje a return has passed.

  

  Business Response

  Date: 06/06/2025

  June
  6, 2025
  
  
  ******** ********
  **** ******** *****
  ******* ** *****
  
  
  *** **** * ********
  
  
  **** ******** *********
  
  We
  appreciate the opportunity to respond to your concerns regarding your return
  and the service you received at our ******** **** Mall locations.
  
  I
  researched your concerns and see your order was submitted from our website and
  was picked up at the store. The date on your invoice confirms May 9, 2025 as
  you stated.
  
  I
  contacted the district manager and she asked me to apologize on her behalf. She
  was alerted to the situation and addressed your concerns with both store
  managers. There was no reason why either store in the ******** **** Mall could
  not process your return and refund. Unfortunately, you had already left the
  mall.
  
  The
  district manager has been on the road; however, she will be contacting you by
  phone as soon as she can to discuss your concerns further. She is planning to
  offer an extension on the return policy time frame to accommodate your needs.
  
  Our
  goal is to exceed our customers' expectations and I am very sorry our stores’
  management teams did not meet those expectations.
  
  I
  apologize for your experience and the inconvenience this has caused.
  
  
  Sincerely,
  
  ***** *******
  Specialist, Customer Connection Center

• Initial Complaint

  Date:05/29/2025

  Type:Service or Repair 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.

  this is unacceptable. You can't even reach anybody from this company. I received a box that was enclosed from UPS. I've known the UPS driver for years he can vouch for me. I'm 100% disabled United States military veteran and first responder I received one earring the rest of the box was empty, and the other box was totally empty, but I can't get anybody from the phone. I tried to file a credit card dispute, but I'm not allowed to do that. I called the local store. They can't do that. I tried to text the company and they system is incompetent and doesn't work that's what's wrong with all these stupid computers when you don't have actual people so somebody stole my stuff andhas completely ruined my day as I spent hours on the phone 100% disable vet that ours already very sick this last couple days now having waste time because somebody stole my stuff while I wait for you to investigate your own people who stole my stuff and probably accuse me atheft although I have cameras at my own house this is unacceptable. I want my money refunded at once plus this earring is so small I can barely see it in the first place.

  

  Business Response

  Date: 06/12/2025

  June 10, 2025
  
  ******** *****
  **** ** ***** ***
  ********** ** *****
  
  *** *** **** * ********
  
  
  Dear ********,
  
  We appreciate the opportunity to respond to your concerns about your online
  order and the disappointing service you received from our company. We apologize
  for your dissatisfaction with this matter. We have forwarded your service
  concerns to management of the Customer Connection Center to review and address 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 regret that your order did not arrive as
  expected. While we normally wait for the shipper’s investigation to complete, we
  refunded your order on June 2, 2025, for $58.04 and June 6, 2025 for $64.49. As
  compensation for what occurred, we are mailing a $50.00 Kay Jewelers’ gift card
  to you which can be used on a future purchase in store or online. Please allow
  21 days for delivery.
  Thank you for your service to our country. 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: 06/13/2025

   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.Thank you very much!!!

• Initial Complaint

  Date:05/28/2025

  Type:Service or Repair 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.

  My engagement ring went out for resizing in March 2025 and it was noted there was a chip in the stone apparently. It came back to Kay in ************ 4/1/2025 and was sent back out to try home office in Ohio for repair. It is now the end of May and I have no ring and no answers….every time I call I get told it’s a process and due to the setting it takes longer. The original receipt shows 4/11 as the return date and clearly this has passed. No one can give us information we are told someone will call us back and no one does. It is unacceptable that this has been 2 months with no communication

  

  Business Response

  Date: 06/11/2025

  June 10, 2025
  
  **** ****
  *** ****** **
  *********** ** *****
  
  *** *** **** * ********
  
  
  Dear ****,
  
  We appreciate the opportunity to respond to your concerns about your engagement
  ring and the disappointing service you received from our company. We apologize
  for your dissatisfaction with this matter. We have forwarded your service
  concerns to the district manager responsible for the Newington store to review
  and address the lack of follow up 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.
  The four primary diamonds in your ring are
  invisible-set; that is, they are held in place by wires in grooves cut in the
  sides of the diamonds below the table to make your center diamond appear as one
  large diamond. Because these are not standard diamond cuts, the ring has to be
  sent to the vendor to have a new diamond cut to fit. This can be a time
  consuming process.  We regret that you
  have not received any status updates. According to our records, your ring
  should be completed and ready for pick up at the store by the end of the month
  of June.
  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: 06/12/2025

  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. I would just appreciate communication as it gets closer to the ring being completed as its been another 2 weeks since I had an update

• Initial Complaint

  Date:05/27/2025

  Type:Service or Repair 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 purchased an engagement ring (a stone and a yellow gold band) on 04/05/2025, and was told that the order would be ready for pick up on 05/09/2025. The day before on 05/08/2025 Zales contacts me and notifies me that they are canceling my order because of a payment issue. This was not possible because at the time of purchase I was on with my bank and they approved the transaction, so that is what I told the Zales *** on the phone. Then, they told me that the item is no longer in stock, to which I ***lied that that makes sense because I bought the ring. The *** then agreed once again, and then told me that because this was a custom ring that their systems are not in synch and that if someone somewhere else buys the ring that it could get posted on a later date. I told the *** that this issue was not my problem because the person that placed the order for me was a manager at at the ***** in ****** DE. They then tried to offer me 5% off my total order and offered to that I find another ring. I agreed thinking that there is no way that this happens twice to a person. I purchased the SAME THING a diamond and a gold band for the second time on 05/08/2025, and was told that the ring would come in on 05/27/2025. A week before the delivery was to ship I found out that they messed up my order and were now giving me a white gold band. So, I called and explained the issue. For this they tried to again reconcile this by giving me 10% off and an additional $100 to which I agreed to. They also canceled the band which was white gold, and the Zales in ****** DE offered to just send the diamond to their jeweler to have them give me a yellow gold band and to make the ring, to which I agreed. Then the day that the ring was supposed to ship which was 05/23/2025 it did not. I called on 05/27/2025 and filed this complaint and was told that this would take an additional 5-10 business days to resolve, and that does not include the time that this will be shipping and the ring assembly.

  

  Business Response

  Date: 06/03/2025

  June 3, 2025
  
  
  
  ***** ********
  *************
  ********************
  
  
  Re: Case # ********
  
  
  Dear ***** ********,
  
  We appreciate the opportunity to respond to your concerns regarding your online order. I am very sorry to hear of your experience.
  
  I researched your concerns and see your original order was submitted April 5, 2025. The order notes indicate the order was cancelled because the mounting you selected was no longer available. A second order was submitted on May 8, 2025 with the same items. Because the yellow gold mounting was out of stock, the white gold mounting was the only available option. I am very sorry the associate did not take note of the difference.
  
  Our records indicate your second order was recently cancelled as the diamond you selected is now out of stock as well.
  
  Please be advised, the terms and conditions of use of our website state the following:
  
  Company's acknowledgement of an order means that your order request has been received; it does not mean that your order has been accepted or shipped or that the price or availability of an item has been confirmed. Company makes a conscientious effort to describe and display its products and services accurately on the Website. Despite these efforts, a small number of items on the Website may be mispriced, described inaccurately, or unavailable, and we may experience delays in updating information on the Website and in our advertising through other media. As a result, we cannot and do not guarantee the accuracy or completeness of any information, including prices, product images, specifications, availability,and services. Company reserves the right to change or update information and to correct errors, inaccuracies, or omissions at any time without prior notice. We apologize for any inconvenience.
  
  The store manager ******* told me she is having a special diamond event and would be happy to assist you if you would like to schedule a time to meet with her during the event.
  
  I apologize for your experience and the inconvenience this has caused.
  
  Sincerely,
  
  ***** *******
  Specialist, **************************

  Customer Answer

  Date: 06/06/2025

   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:05/27/2025

  Type:Service or Repair 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 February 1, 2025, I purchased a Diamond and Sapphire 10K White Gold men's wedding band from Kay's Jewelers in Santa Ana, CA. The total price of this ring, Tax and their Warranty Plan was $1,511.98.
  The Brilliant Blue Sapphires turned "Black" in color.
  I returned to the original purchase location twice (Kay Outlet Store, Santa Ana, CA.) and was told the ring needed to be "Steamed Cleaned", to return the Sapphires back to their Brilliant Blue Color. This Kay store took photos of the ring at the time of purchase and on both occasions it was sent to their repair department. The Sapphire stones Never returned to their initial color.
  On May 15, 2025 I called Kay Corporate Office (************) and spoke with "*******", who examined the photographs and replied, "You're right. The Sapphire stones are definitely a different color than the ring you initially purchased. ******* told me she would forward my complaint to their "Escalation Department", who would call me within a day or two. My concerns were documented under case #********.
  On May 21, 2025 I made a second call to the Kay Corporate Office and spoke to "******", who reviewed my case (#********). ****** confirmed my complained had been forwarded to their "Escalation Department", which would take between 7-14 days. I asked to speak to a Supervisor. ****** stated she had No Authority to connect me to a supervisor.
  On May 27,2025 I called Kay Corporate Office a third time and spoke with "********". ******** told me No Time Period can be given by a Kay Representative before I would be contacted by their "Escalation Department". I asked to speak with a Supervisor and ******** said she had No Authority to connect me to a supervisor.
  "Signet" is Kay Jewelers parent company. Since Kay Jewelers has failed to address my concerns, maybe their parent company ("Signet") will.
  I'm respectfully requesting a full refund:
  Ring: $1379.99 (including Tax)
  Military Discount: 10% $138.00
  Warranty: $269.99

  

  Business Response

  Date: 06/10/2025

  June 9, 2025
  
  ***** ********
  *** * ******* ** **
  ******* ** *****
  
  *** *** **** * ********
  
  
  Dear *****,
  
  We appreciate the opportunity to respond to your concerns about your diamond
  and blue sapphire wedding band and the disappointing service you received from
  our company. We apologize for your dissatisfaction with this matter. We have
  forwarded your service concerns to the district managers responsible for the Orange
  and Santa Ana store locations and to management of the Customer Connection
  Center to review and address 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, your case
  specialist obtained approval for you to return your ring outside of our thirty-day
  return period. If you have not all ready, please contact *****, the store manager
  at the Victorville store, by calling ************ to set up an appointment for
  your return.
  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: 06/10/2025

  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:05/24/2025

  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 5/17 my 3 year old daughter had her ears pierced at banter by piercing pagoda. The employee did such a poor job that the back of the earring was so high through the hard part of my daughter’s ear causing extreme pain. While having 2 ears pierced at the same time one employee stood and one squatted showing a lack of proper training. I was forced to remove this earring causing my daughter pain. I filed a case with banters customer service number ************* and after submitting pictures was told this issue will be escalated and dealt with within 48 hours. It has now been a week since the piercing and 5 days since filing the complaint and I have heard nothing. I called the number yesterday and it immediately disconnects you after getting through. I waited over 30 minutes to get through to someone via text and they told me issues are dealt with on a first come first serve basis. I am looking for more than just a refund. A conversations, further training for employees, awareness of the harm untrained professionals are causing children. But mostly acknowledgment of the incident as they cannot disregard these situations.

  

  Business Response

  Date: 06/04/2025

  June
  4, 2025
  
  
  ******* ******
  *** ****** ******
  ******** ** ******** **** * ************ ******* *******
  
  We appreciate the opportunity to respond to your concerns
  regarding your daughter’s ear piercing. I am very sorry to hear of the
  difficulties you and your daughter experienced.
  
  As you know per our phone
  conversation, I addressed your concerns with the district manager and the store
  manager as well. They both asked me to apologize to you on their behalf.
  
  As we discussed, they will be
  processing a refund for the charges and asked me to offer you a gift card in
  the amount of $100.00. you accepted the offer and confirmed your mailing
  address when we spoke.
  
  Please note, it may take 7-10 business
  days for you to see the refund on your account. Additionally, the gift card
  will be mailed regular USPS mail in a non-descript envelope; the company name
  will not be visible. This is done for security purposes. It can take up to 3
  weeks to receive the gift card.
  
  Once again, I am very sorry for the
  difficulties you and your daughter encountered and apologize for any pain your
  daughter endured.
  
  I apologize for your experience and
  the inconvenience this has caused.
  
  
  Sincerely,
  
  ***** *******
  Specialist, Customer Connection Center

• Initial Complaint

  Date:05/20/2025

  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.

  I am filing a formal complaint against Kay Jewelers following a distressing experience tied to order #************** placed on 5/5/2025. I paid $1,910.47 for an engagement ring and wedding band ring at their Bowie Town Center location. The store manager, *** *., unprofessionally took over the sale from her associate, then misspelled my name, which caused me to not receive the tracking information email. When I contacted her, she sent a photo of her work iPad from a personal phone with no explanation. I called customer service to explain the issue and correct my email address.
  
  Upon the ring arrival at the store, 5/20/2025, the ring was the wrong size. *** had assured me a jeweler onsite could resize it, which turned out to be untrue. When I returned, a male associate told me to either take the incorrect ring home and return the next day or leave my trade-in and come back. Both options leaving me without the rings I paid for. He contradicted himself multiple times. His lack of confidence made me feel uncomfortable and I refused to leave my item.
  
  I contacted customer service on 5/20/2025, and was told a complaint was filed, but they advised I return to the same store to resolve it. This suggestion was unacceptable and unsafe given the prior the ongoing complaint. I was advised that the only solution was to go to another location pick up the rings and use my personal insurance to resize the ring. I was told a refund could not be processed.
  
  I feel misled, unsafe, and completely disappointed. I request a full refund or an appropriate resolution at no additional cost to myself. I am asking BBB to help hold Kay Jewelers accountable.

  

  Business Response

  Date: 06/02/2025

  June 2, 2025
  
  ***** *******
  **** ***** **** **** ****
  ****** ** *****
  
  *** *** **** * ********
  
  
  Dear *****,
  
  We appreciate the opportunity to respond to your concerns about your online
  order and the disappointing service you received from our company. We apologize
  for your dissatisfaction with this matter. We have forwarded your service
  concerns to the district manager responsible for the Bowie Town Center store and
  to management of the Customer Connection Center to review and address 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.
  Although our chat representative that you
  spoke with was not able to arrange for a way to send the ring to a different
  store for you to pick up within a time that worked for you, she did contact the
  store and had your online order cancelled for a refund on May 21, 2025. As
  compensation for what occurred, we are mailing a $50.00 Kay Jewelers’ gift card
  to you which can be used on a future purchase in 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: 06/03/2025

  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.

  Thanks!

• Initial Complaint

  Date:05/20/2025

  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 returned a necklace to Kay Jewelers in Mooresville, NC on 4/24/25. The male associate who assisted me confirmed my return would be in the form of a check mailed to my home address. I originally purchased the necklace with two gift cards, both of which I exhausted the balance on, so threw them away. I explained this to the associate, who did some research, and informed me a check would be mailed as the form of return instead of going back to the cards used to purchase. I never received a check and have called customer service several times and have asked it to be escalated and have also sent multiple emails with no response or resolution. I will accept in store credit, but as it stands, I have no necklace, no gift cards and no check. The amount is $609.88 that I should get back. I trusted the store associate, but never would have left it if I thought I was going to be out. I would have exchanged it or asked for store credit to begin with. This is the fault of the Kay's worker and they are not doing anything to resolve this issue.

  

  Business Response

  Date: 06/02/2025

  May 28, 2025
  
  ***** *****
  **** ****** **** ***
  ******* ** *****
  
  *** *** **** * ********
  
  
  Dear *****,
  
  We appreciate the opportunity to respond to your concerns about your refund and
  the disappointing service you received from our company. We apologize for your
  dissatisfaction with this matter. We have forwarded your service concerns to
  the district manager responsible for the Mooresville store to review and
  address with the team member involved. We appreciate your feedback about your
  experience and will work to improve how these types of issues are handled in
  the future.
  We would like to clarify that our return
  policy is tender for tender, meaning that the form of payment used to make the
  purchase will be credited if there is a return whenever possible. The receipt
  from your return shows the funds returned to the gift cards used for the
  purchase. We have attached the receipt for your records. Because the refund was
  returned to your Visa gift cards and accepted by the bank that issued the gift
  cards, we are no longer in possession of the funds.
  According to your conversations with our
  case specialists, we understand that you threw away the gift cards after use and
  that you received the Visa gift cards from your employer who purchased them in bulk.
  Please contact the area in your company that distributes the gift cards for
  assistance in replacing the gift cards if possible.
  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: 06/03/2025

  Thank you for gaining me a response, however, I still have no gift cards and no necklace.  I trusted the store associate that I would receive a check in the mail as a refund when he confirmed that the funds would not be put back on the nonexistent gift cards.  I called my company and the issuing bank, but there is no way to know which gift cards were mine so there is nothing they can do.  If you refunded the gift cards, that I have no idea the numbers on since I threw them away following the purchase, can you please charge them again and then give me a check?  I have no way to get them back or replaced.  The suggestion to have my company give me $609 again, when your company is at fault, if as far from a solution as I ever heard.  Kay's is a very large corporation and I would expect much better customer service than this.  I am not concerned with sending this to the store lead, I am concerned with getting a refund as I rightfully deserve since the store associate is at fault.  They should have had training prior to assisting me, not after.  I will not pay for his mistake.  I would have taken a store credit or kept the necklace if I knew this was going to happen.  Though a store credit was not offered at the time of my return, just a check mailed to me.  I look forward to a resolution from Kay's soon.

  

  Business Response

  Date: 06/13/2025

  June 13, 2025
  
  ***** *****
  **** ****** **** ***
  ******* ** *****
  
  *** *** **** * ********
  
  
  Dear *****,
  
  We appreciate the opportunity to respond to your further concerns about your
  refund and the disappointing service you received from our company.
  As previously explained, we have processed
  your refund back to the gift cards used to make the purchase. The receipt we
  provided shows the last four digits of the gift card numbers to aid in locating
  them. We are sorry to hear that your employer is not able to replace your gift
  cards. We are unable to issue a refund check since the refund was accepted by
  the company that issued the gift cards.
  Additionally, we would need the physical
  gift cards or their full numbers to be able to use them on a new purchase as
  you suggested. Ultimately, the responsibility to keep your gift cards in a safe
  place is yours.
  We apologize for your continuing
  dissatisfaction in this matter.
  
  Sincerely,
  
  ***** *****
  Customer Connection Center
  
  cc: Better Business Bureau

• Initial Complaint

  Date:05/19/2025

  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 lifetime watch battery replacement and store would not honor it

  

  Business Response

  Date: 05/28/2025

  
  May 28, 2025
  
  ****** *****
  **** ********** ** **
  ******* ** *****
  
  *** *** **** * ********
  
  
  Dear ******,
  
  We appreciate the opportunity to respond to your
  concerns regarding your Lifetime Battery Replacement Plan (LBRP) and the
  disappointing service you received from our company. We apologize for your
  dissatisfaction with this matter.
  We would like to clarify that the
  LBRP covers the cost of the replacement battery only. If your watch needs
  additional service, such as resealing the watch for water resistance; there is
  an additional charge.
  We were
  unable to locate a LBRP purchase under your name and address or a recent repair
  on a watch connected to an LBRP. If the plan was purchased under a different
  name or you were living at a different address than the one on your BBB
  complaint, please let us know. In addition, if you could please provide dates, the
  store location, and who you spoke with, we would be able to investigate
  further.
  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: 05/29/2025

   I am rejecting this response because:
  
  
  I have not moved, I purchased the life time battery replacement and did not request any other service,  Since they do not want to honor the agreement I want a full refund

  Customer Answer

  Date: 06/02/2025

  Attached is record of payment

  

  Business Response

  Date: 06/05/2025

  
  June 5, 2025
  
  ****** *****
  **** ********** ** **
  ******* ** *****
  
  *** *** **** * ********
  
  
  **** *******
  
  We appreciate the opportunity to respond to your
  further concerns regarding your Lifetime Battery Replacement Plan (LBRP) and
  the disappointing service you received from our company. We apologize for your continuing
  dissatisfaction with this matter.
  The transaction for $85.39 on
  December 24, 2019, was for the purchase of a pearl necklace. We have attached
  the receipt for your records. As previously stated, we were unable to locate
  the purchase of a Lifetime Battery Replacement Plan under your name and
  address. If you can provide your receipt, we can review future.
  We would like to clarify that
  if your watch requires sealing for water resistance when the battery is
  changed, there can be an additional charge which is explained in the Lifetime
  Battery Replacement Plan brochure.  
  
  Sincerely,
  
  ***** *****
  Customer Connection Center
  
  cc: Better Business Bureau