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:05/17/2025

  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.

  My ex fiancé purchased a ring for me back in 2012 and said that he purchased a lifetime protection. He recently passed away and I trying to get that information but unfortunately due to sales policies I can’t seem to do that. I don’t know what else to do
  
  I have this ring and wanted to upgrade it, but they said I need the policy for that. I’m going to provide the information that I have because the store up for some reason can’t look up anything with his name on it however, a few years back they were able to, so I’m not sure if something happened.
  
  I tried contacting the website with the contact section there again reiterated that their policies that they cannot help me at all. I’m kind of just left with a ring. I can’t do anything with.

  

  Business Response

  Date: 05/23/2025

  May 23, 2025
  
  
  ***** *******
  *** ******* *** **
  ****** ** *****
  
  
  *** **** * ********
  
  
  **** ***** ********
  
  We appreciate the opportunity to respond to your concerns
  regarding your ring.
  
  I am very sorry to hear of the
  difficulties you have encountered. Please be advised, we are only permitted to
  provide receipt and / or receipt information to the purchaser.
  
  I would be happy to work with the
  store to assist them in locating any warranty that might be associated with
  your ring; however, they can only provide a copy of the receipt and / or
  warranty paperwork to the person with Power of Attorney over the estate.
  
  Because you do not possess the receipt
  for the ring, we are unable to process a trade-in. However, if we can locate an
  active warranty we might be able to assist with any service or repairs the ring
  may need at this time.
  
  If you would like me to contact the
  store, please send me an email with the location of the store (city, stated and
  mall name). You can send this information to me directly by email at:
  
  ***********************************
  
  Please include reference number ******* in the subject line of your email.
  
  I apologize for the
  inconvenience this has caused.
  
  Sincerely,
  
  ***** *******
  Specialist, Customer Connection Center

• Initial Complaint

  Date:05/17/2025

  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.

  In October 2024 my husband purchased an ankle bracelet for me from Kay Jewelers. He also purchased the Lifetime Protection Plan for $74.99. On February 8, 2025, we returned to the store as it had broken. We returned it, got a refund for the bracelet and Protection Plan, and purchased another ankle bracelet and bought the Protection Plan. On March 31, I returned to ***** as this ankle bracelet broke. It was repaired but had to return back to ***** on April 14 as it broke again. I decided to exchange it for a pair of earrings. I had to pay an additional $37.45 for the earrings. I asked the salesperson for a refund of the Lifetime Protection Plan of $74.99 as I didn't need it for the earrings. I was told I could not have a refund. I am very disappointed as the Protection Plan was for the ankle bracelet which I did not own anymore because it broke twice. I am seeking a refund of the $74.99. Thank you.

  

  Business Response

  Date: 05/28/2025

  May 28, 2025
  
  
  ******* Fiore *********
  1530 Avada Ct.
  *****************
  
  
  Re: Case # ********
  
  
  Dear ******* Fiore *********,
  
  We appreciate the opportunity to respond to your concerns regarding your anklet and warranty. I am very sorry to hear of your experience.
  
  As we discussed by phone, I was already researching your concerns when we received your BBB due to a letter we had received from you.
  
  Once again, I apologize for your dissatisfaction. Per our agreement, a check in the amount of $74.99 is being sent to you via regular **** mail. As we discussed, the check will be sent in a non-descript envelope;our company name will not appear on the envelope for security purposes.
  
  As I mentioned, the check can take up to three weeks for you to receive.
  
  Because I am still assisting you with a different concern,please be sure to let me know if you have any further questions regarding the check.
  
  I apologize for your experience and the inconvenience this has caused.
  
  
  Sincerely,
  
  ***** *******
  Specialist, **************************

  Customer Answer

  Date: 05/29/2025

   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:05/16/2025

  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.

  On 5-11-25 we purchased an item and paid cash totaling $159.00. On May 16, 2025 we decided that the purchase was not what we wanted and returned to the store to return the purchase. The associate we dealt with said she could not give us our cash back as they do not carry cash in the store and we would have to take a corp. check. The return policy stated cash purchases over $500 would get a corp check in 21 days. How does a store that accepts cash not have cash in their registers or safe to do a cash refund of $159. The associate started getting nasty when we questioned why we were never told that if we paid cash and needed to return it for any reason that we would not get the cash back. She started saying was I the one that sold it, actually "yes" you were. Once she realized that she was she became more aggressive toward us. She even threatened to call security. We contacted Corp immediately and they reached out to the store to find out why they could not provide the $159 cash refund. Corp has instucted the store to contact us as soon as they $159 cash to refund us and contact us but there is no telling when that will be. Their corp office was helpful but the old lady at the store that sold us the product, failed to tell us about cash refund policy that is different then what is on the reciept - she needs fired! she expressed no remorse for her error.

  

  Business Response

  Date: 05/23/2025

  May 23, 2025
  
  
  
  ***** ****
  *** *********** ***
  *********** ** *****
  
  
  *** **** * ********
  
  
  Dear ***** ****,
  
  
  We appreciate the opportunity to respond to your concerns
  regarding our refund policy. I am very sorry to hear of the difficulties you
  have encountered.
  
  Please be advised, the majority of our customers pay with
  their Zales credit account, a credit card or a debit card. For security
  reasons, our stores start the day with a minimal amount of cash; our stores do
  not keep extra cash in a safe.
  
  If no cash sales were processed the day you visited for the
  return / refund, the store would not have the cash on hand to provide you. In
  this case a check would be offered.
  
  Because you are not the purchaser listed on the receipt, I
  am unable to provide specific information; however, our records show the return
  and refund have been processed.
  
  Your service concerns will be addressed with the store’s
  management team. Corrective action will be taken if deemed necessary.
  
  I apologize for your experience and
  the inconvenience this has caused.
  
  
  Sincerely,
  
  ***** *******
  Specialist, Customer Connection Center

• Initial Complaint

  Date:05/14/2025

  Type:Sales and Advertising 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.

  Zales ( online ) has been advertising an item that it will not allow me to purchase. The coupon code listed does not work in order for me to purchase the item with the discounts that are advertised.
  
  I asked for a customer service number , was given the incorrect one - so had to call back again to get the correct number - time wasted .
  
  When calling customer service, no one would accept responsibility and honor the price listed and place the order for me over the phone. Then they told me that i had to wait for a new code to be sent to me - with no estimated time frame and no guarantee that it would be sent to all customers - even though the listing says " add code X for additional discount in cart" - so i shouldn't need a special code from an email ... no end in sight there, more time wasted .
  
  I also talked to the online chat who told me a totally different story for why the issue was occurring , so they werent even remotely similar or consistent stories - still ending with no one helping me to place my order for the item at the price that is listed and being advertised at . All i was doing is trying to buy an item and get the order placed for the advertised sale !
  
  I also talked to the store that had the item in stock , they wouldnt honor the price/ help me either. -told to call customer care again - which i did - got 3rd excuse .
  
  End result - they just told me i could file a complaint and would not give good customer service by honoring their price and item. They refused to escalate the issue to anyone that could actually help me either. So disappointing . So much time wasted - about half a days worth of calls and live chats , talking to actual stores, and also customer care. What a nightmare. Simply wanted to have the multibillion dollar company take accountability and give me the discount that is listed on their website - no matter what the " error " was due to .... what an experience for something that is supposed to be fun - buying nice jewelery

  Customer Answer

  Date: 05/18/2025

  [[BBB transcription via additional complaint, see attachment]]

   

  Problem:
  Issue #1: I found an item online i wanted, it was in stock , i was told i would receive an extra discount if i came INTO the store and opened up a Zales card ( same mother company as kay jewelers etc ) - so i get there , apply for the card - get the CREDIT HIT- end up spending 2 hours there because something was a system error , so had to have it fixed by customer care in store/ with the manager because it wouldnt place the order over something simple . Issue #2 - after that, also then told because it’s an online item they cant add the discount - so opened the card really for nothing ! Couldve just paid cash. But i still wanted the item regardless so purchased it wanting to utilize the new zales account. -then they said " we want 15% down to aside from using my NEW account - so i did that . Issue #3- Finally after the mall was CLOSED and all is said and done (and between the amazing in- person manager / staff trying to help and repeatedly calling customer care) - we got the order to go through - only for 2 days later for ZALES to CANCEL MY ORDER saying its a payment issue - it wasnt - I was lead to believe it was based off the email I received - but it was never a payment issue . Issue #4 - then find out they are then changing their story again - typical zales , saying its now "out of stock" - and then how convenient i go to call the store on sunday and no one answers - called 4 times - call customer care and it says they are CLOSED. This is the SECOND TIME just this week that anytime i find a good deal on an item they pull the ad , refuse to give you an item for that price or say its magically out of stock because they refuse to back their own listings . I should not have such a negative experience trying to buy a 10 karat item ! , It wouldnt even let me give them 0 stars on here but thats what this company deserves . Again , not the first time they've pulled tricked and now i have a Zales credit card, effect to my credit , and no bracelet.
  
  
  Desired Resolution:
  Billing Adjustment

  

  Business Response

  Date: 05/23/2025

  May 23, 2025
  
  
  ***** ********
  *** ******** ***
  ************ ** *****
  *** **** * ********
  
  
  **** ***** *********
  
  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 found an order
  submitted by a store on your behalf dated May 16, 2025. The item ordered was
  SKU number ********* which was a clearance item. The order was cancelled the
  following day as the bracelet was out of stock.
  
  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.”
  
  Additionally, please note,
  the stores may not have the same pricing or promotions that are available on
  our website and do not have to honor them in-store. Some sales and promotions
  are for web purchases only.
  
  Our records indicate you
  selected a different bracelet; however, when trying to submit the order for you
  with the discount, our Customer Connection Center associate noted your credit
  cards were not being accepted. An incident report was sent to our IT department
  for review.
  
  On May 21, 2025, you
  contacted our Eastview Mall store and worked with the General Manager, Alex.
  **** explained he had the bracelet in-stock at his store and was able to
  provide the additional discount needed to meet the price you were offered. Our
  records show the purchase was successfully processed on May 21, 2025.
  
  I apologize for your experience and the inconvenience this
  has caused.
  
  
  Sincerely,
  
  ***** *******
  Specialist, Customer Connection Center

  Customer Answer

  Date: 05/31/2025

   I am rejecting this response because:
  
  
  The experience that I had dealing with this company could’ve been completely avoidable.
  

  The only reason I got the outcome I did is because I had to do absolutely all of the legwork for over two weeks calling with extended wait times - picking out new backup items when other orders were not fulfilled , repeatedly being passed off , and driving to stores outside of my town. The company refused to give any callbacks or consistent answers from the customer care center, which everyone kept redirecting me to and giving me inconsistent information along the way. The only reason that I ended up being able to purchase the item that I had wanted was because I had to call yet again another store and drive two hours out of my way to get the only one left in stock after already explaining this to all of the representatives that it took me over two weeks to keep re-explaining my situation.

  I would not say this is a satisfactory experience for me and customer care as well as all of my requests to get callbacks from higher-ups such as supervisors and managers was not honored until again I had to finally take matters into my own hands . Late into the process , I finally received one call back from a person who didn’t even understand what the situation ,  left a very quick message and no way of contacting them back- no extension , no direct phone number , then guess what ?- You call the main # back and can sit on hold for 45 mins (several different phone calls ) listening to what their jewel of the month is getting passed off on customer care - oh I can tell you word for word now and why ********* liked it … i requested another call back and never got one , it’s like these people are untouchable , so I had to yet again try something different  in order to obtain the item.
   The in-store managers at both of the stores that I had gone to (both of which I don’t live anywhere near) we’re more than happy to try and help me , given the traumatizing experience I had so far .

  I originally opened an zales credit card to try to make one purchase of a particular item. For some reason it wouldn’t let me buy the one I wanted so I went with my back up I had found - still paying more but had no choice .
  After the company had more “tech errors” and staying 2 hours after the store closed only for my order to be canceled 2 days later, no one from customer care was helpful and couldn’t even give consistent information . I was told so many different things and treated as if my concern didn’t matter , even when I expressed the item was time sensitive as there was only ONE 10 karat item left that I had been trying to buy for about two weeks at that point ( had to try to buy a different item as they would not fulfill my purchase ) The first experience was awful opening the credit card then again when they said my item sold out , I was lucky enough to find one more comparable item , however had more “IT/ tech issues” and would let allow me to place my order -which is STILL NOT fixed and has not been followed up on . I had to try a different form of payment directly in store and drive hours out of my way to do so .
  Moving forward I’m dissatisfied with the treatment I received from anyone other than the in store managers & staff there (both locations were great and understood ) however outside of that is appalling. The end result only occurred because of my own persistence and excessive time wasted. The managers in store are treated like children by the company and not given the authority needed to do their job as they are the ones on the front lines in person encountering concerns such as this,  and even when there is a special circumstance ; not allowed to make adjustments without back and forth from customer care or their bosses (  which in this case I was told was on vacation ) which is going to ruin so many other customers experiences . Luckily I met **** and his superior for the interim was gracious enough to help me and allow this purchase to be finalized . People with HEART , who saw the bigger picture and what I had already went through , when all I was trying to do was purchase a birthday gift and have a positive experience … 

  At this time it has been several weeks . Even with an open “case #” with Zales and BBB case opened -even if I wanted to place another order with zales I couldn’t even if I wanted to as I am still not able to make a purchase due to “tech issues / website issues / something that should’ve never been occurring in the system- ISSUES”.
  The two managers in store that tried to help me understood CUSTOMER SERVICE and just being a decent human being . Thank you to those two for that . But shame on how the rest of the people / interactions with “customer care “ and customer online chat had went . The system is not set up for making a customer happy . Buyer beware . 

  

  Business Response

  Date: 06/04/2025

  June
  4, 2025
  
  
  ***** ********
  *** ******** ***
  ************ ** *****
  
  
  *** **** * ********
  
  
  **** ***** *********
  
  We
  appreciate the opportunity to continue to respond to your concerns regarding
  your online order. One again, I am very sorry to hear of your experience and am
  also sorry you feel this way about the service you received.
  
  As
  previously stated, the item you ordered was out of stock. Had your order not
  been cancelled, we could have added the discount directly to the order.
  
  Please
  be advised, we do not have control over store decisions; however, when Customer
  Care is offering a discount to an online order, we are unable to give the store
  a code. The order has to be submitted by a Customer Care agent.
  
  Additionally,
  we do not have access to or control of your credit cards. There is no way for
  us to know if the difficulties with your credit cards was due to your credit
  providers or to our system. That is why an investigation was opened with our IT
  department.
  
  If
  you want to submit an online order in the future and have difficulties, please
  contact us and we will be happy to look into the matter further.
  
  Once
  again, I apologize for your experience and the inconvenience this has caused.
  
  
  Sincerely,
  
  ***** *******
  Specialist, Customer Connection Center

• Initial Complaint

  Date:05/14/2025

  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.

  Ring purchased on 1/18/25. Picked up 02/14/25. Lost a stone on 03/08/25. It was dropped off to Kay on 03/10/25 with an estimated pickup date of 03/31/25. No contact until 4/10/25 when I called and was told there was no update. On 04/11/25 they returned the call and indicated it was sent out for a color match. At this point, I have yet to hear from Kay regarding the status of the ring. At this point, they can keep it and simply refund me with the understanding they have lost a customer.

  Customer Answer

  Date: 05/14/2025

  Company called me and indicated they have preciously made phone calls to inform us the ring was ready to picked up, however, the only call we have received was today after they were contacted by their corporate office. They tried to blame the automated answering service (a service through Google) as the reason why they couldn't reach us, however, when they called today, they were successfully able to call and leave a a message with the answering service (I have a copy of the audio from their call). I also called the number they have on file (my wife's) and the service worked entirely as expected. Attached is an image showing all the of the contacts that have occured with this company. It's clear they dropped the ball and are looking to lay the blame on their customer instead of simply owning their mistake. I will await their refund of the ring in full so that I can make a purchase for that amount or more through a local competitor.

  

  Business Response

  Date: 05/17/2025

  May 16, 2025
  
  ***** *******
  **** ******** **
  ***** ** *****
  
  *** *** **** * ********
  
  
  Dear *****,
  
  We appreciate the opportunity to respond to your concerns about the repair of
  your personalized 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 New
  Hartford store 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 ring was received
  at the store on April 14, 2025, after repair. This should have triggered an
  email to be sent to the email address on file with the information that the
  repair was complete. We regret that this did not occur and no further follow up
  happened.

  
  As compensation for the lack of follow-up,
  we are mailing a $50.00 Kay Jewelers gift card to you that can be used toward a
  future purchase online or in our stores. Please allow 21 days for delivery.

  
  Because your ring was purchased on January
  30, 2025, it is beyond our 30-day return period and no longer eligible for a
  refund. Therefore, we cannot honor your request for a refund. The ring can be
  picked up at any time by the person whose name is on the repair form. Please be
  aware that as stated on our repair slips, we are not responsible for
  merchandise left in our store for over 120 days.

  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

  Customer Answer

  Date: 05/19/2025

  I am rejecting Kay's response at this time. 

  I'm going to summarize the information provided from Kay Jewelers in the language they used:  

  - "...disappointing service you received from our company." 

  - "your ring was received at the store on April 14, 2025...This should have triggered an email to be sent to the email address on file...We regret that this did not occur and no further follow up happened."

  I note in the response from Kay that they will not honor a refund due to the ring being outside of the 30 day period for returns/refunds. The ring in question lost a stone on March 8, 2025, and yes, while it is outside of the 30 day window by 7 days, a ring that is ~30 days from purchase should not be losing stones. The ring was dropped off on March 10, 2025 with an expected return date of March 30, 2025. We received no notification on the status of the ring until we called twice between April 4, 2025 and April 10, 2025. On April 11, 2025, we were informed it was at the service center at that time. This was the last contact we received regarding this ring. So, while the return policy is 30 days, it is my strong opinion that this should be waived. Kay Jeweler had the ring for 34 days or so, or 14 days longer than anticipated. They then, as noted in their response, failed to contact myself or my wife until after a BBB claim was filed (they called me the day after the claim was filed). During this contact (on May 14, 2025), Kay had the audacity to blame my wife, and lied about having contacted her once the ring was repaired and was back in their possession at the New Hartford branch. They indicated they were not able to leave a message previously, however, when they called May 14, 2025, they had no issue with leaving a message. I also confirmed that there were no issues with leaving a voice message at the number provided to Kay Jewelers. It's disappointing that this ring lost a stone shortly after purchase, took weeks longer to repair than originally promised, only for the company responsible to blame the customer for their own shortcomings. 

  I also note that Kay is offering a $50 gift card. They can keep this regardless of the outcome of this claim. I have lost all faith in Kay Jewelers due to the poor craftmanship, quality, and communication they have demonstrated. I will not spend their $50 dollars, nor will I recommend that anybody I know spend money at this business.

  Furthermore, the statement at the bottom of the email (" we are not responsible for merchandise left in our store for over 120 days.") comes across as a veiled threat. My expectation is that, until this issue is resolved in a way that is satisfactory to myself as well as Kay Jewelers, that my property is kept safe and accounted for. 

  
  

  
  

• Initial Complaint

  Date:05/13/2025

  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.

  I bought a ring from **** for valentines day 2024. for my fiance. a week later her ruby birthstone fell out. they repaired it free, as I paid life time warranty. this last time the same stone fell out in dec 2024. we were on vacation for the holidays. in jan 2025, we took it in finally, for repairs, the store employee tells us that the stone would cost $300, but our price would be less ????? with a life time warranty, I have to pay , NOT HAPPENING !!! SO HERE I AM SUBMITTING THIS COMPLAINT. AT THIS POINT MY FIANCE NO LONGER WANTS THAT CRAPPY, LOW QUALITY SO CALLED PEICE OF WANNA BE RING. FULL REFUND !!!!!

  

  Business Response

  Date: 05/23/2025

  May 23, 2025
  
  ******* ********
  ******************************************************
  
  RE: BBB Case # ********
  
  
  Dear *******,
  
  We appreciate the opportunity to respond to your concerns about the repair of your fiancs ruby 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 reviewed your rings purchase and repair history. We were only able to find one repair which began on February 28, 2025, The **************** Agreement which you purchased covers repair work to the metal portions on the ring but does not cover the cost of replacing missing stones.
  
  Some of the stones in your ring are covered under our Lifetime Diamond and Gemstone Guarantee that we provide free of charge with your purchase. This Guarantee covers diamonds, emeralds, sapphires and rubies in the event they are chipped,cracked or lost from the mounting during normal wear.
  
  To maintain an active status for the Guarantee, you are required to take your ring to one of our stores every 6 months for documented inspections. Please be advised, the peridot gemstone in your ring is the one stone that is not covered under this guarantee.
  
  According to the store manager, there was a repair charge of $24.00 to replace the ruby because there were no recent inspections; however, they waived the charge as a customer service.Your Guarantee was updated when you picked up the ring on May 21, 2025, Please be sure to have your ring inspected every 6 months to maintain an active status for your Guarantee.
  
  Because your purchase was made on February 9, 2024, it is beyond our thirty-day return period and not eligible 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,
  
  ***** *****
  **************************

• Initial Complaint

  Date:05/13/2025

  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.

  Bought a diamond bracelet on 12/6/24 online from Kay Jewelers. It was given on Christmas to my adult daughter. By March it was already broken. I had to get it from my daughter who lives in another state. Contacted Kay’s today May 13, it’s not an exchange or return, they had a policy about that. It is broken and they need to replace it. It was $200 without shipping. Basically the text customer service person said that I’d have to pay for it to be repaired. Rip off! In that short time it should be replaced.

  

  Business Response

  Date: 05/16/2025

  May 15, 2025
  
  *** ***********
  *** ******* **
  ************* ** *****
  
  RE: BBB Case # ********
  
  
  Dear ***,
  
  We appreciate the opportunity to respond to your concerns regarding your daughter’s
  necklace 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 the
  necklace online on December 6, 2024, without the optional Extended Service
  Agreement which covers repair work. Therefore, you would be responsible for
  paying to have the necklace repaired.
  We have a sixty-day exchange period. Your
  purchase is beyond that time. Therefore, we are unable to honor your request
  for an exchange.
  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: 05/16/2025

   I am rejecting this response because, it was obviously a Christmas present and it was a bracelet not a necklace. So December 25th to March is only 3 months. A quality made bracelet should NOT fall apart in such a short time, therefore why you have your warranty because you know that they break!! What a scam. It is of poor quality. I will NEVER buy there again, and will let others know. Three months of ownership and the bracelet breaks is POOR quality, I’ve had similar bracelets for years without them breaking. You need to look into your manufacturing. Beyond disappointing. 
  
  
  
  

• Initial Complaint

  Date:05/12/2025

  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 purchased a necklace from Peoples Jewellers in January 2025 for 560$. A few months later, the necklace broke into multiple pieces during gentle handling. I wore it only a few times and always with care.
  
  I followed all the proper steps to report the issue. I visited the store at **** ***** **** in Hamilton, but was turned away immediately because the purchase was beyond 60 days — no one even examined the item. After contacting customer service, I was instructed to return to the store again as part of an active case (Case #********). At that visit, I demonstrated how easily the necklace broke further just by gently pulling it.
  
  I submitted photos, emails, and full documentation. Despite this, I was told the item was not defective, just “damaged,” and Peoples refused to offer a replacement, refund, or repair. This is a 560$ item that broke with normal use and was clearly not of acceptable quality.
  
  I have now filed a complaint with Consumer Protection Ontario and am submitting this to the BBB to warn others and seek fair resolution. I am requesting a full refund or replacement of the necklace.

  

  Business Response

  Date: 05/23/2025

  May 23, 2025
  
  
  
  ****** *****
  *** *** ** * **** *
  ****** ****** ** *** ***
  ******
  
  
  *** **** * ********
  
  
  **** ****** ******
  
  We appreciate the opportunity to
  respond to your concerns regarding your necklace.
  
  I researched your concerns and see
  your necklace was purchased from our website January 11, 2025. You did not
  purchase an Extended Service Agreement (ESA) for the necklace and our return /
  exchange policy is 30 days for returns and 60 days for exchanges.
  
  Our records indicate you contacted our
  Customer Connection Center on April 24, 2025 regarding the broken chain.
  Pictures attached to your case show your necklace chain was broken into 5
  pieces. 
  
  I am very sorry; however, this type of
  damage does not indicate a quality concern and does not reflect normal wear. A
  chain would only break in this manner if it was caught on something and / or
  pulled.
  
  According to the store that looked at
  the necklace, due to the extensive damage the jewelers would not be able to
  repair the chain.
  
  I apologize for the inconvenience but
  we are unable to honor your request for a repair or replacement based not only on
  the condition of the chain, but also the amount of time since the purchase and
  the lack of a warranty.
  
  I apologize for your dissatisfaction.
  
  
  Sincerely,
  
  ***** *******
  Specialist,
  Customer Connection Center

  Customer Answer

  Date: 05/23/2025

   I am rejecting this response because:
  
  
  Dear BBB and Peoples Jewellers,
  
  
  I appreciate your response but remain fully dissatisfied with the outcome.
  
  
  This necklace broke after only a few months with minimal use. The fact that it shattered into multiple pieces with gentle pulling is not “normal wear” — it is evidence of poor quality or a manufacturing defect. Your suggestion that it was caught on something is inaccurate and speculative.
  
  
  Your store manager initially refused to even assess the item when I first visited, simply because it was past 60 days. Only after I contacted customer service was I instructed to return and provide photos — which I did. I followed every step asked of me.
  
  
  The Consumer Protection Act of Ontario protects buyers from defective products that fail prematurely, regardless of a store’s return or warranty policy. I’ve already filed a formal complaint with Consumer Protection Ontario and will proceed to Small Claims Court if necessary. I am not asking for a courtesy refund — I am demanding accountability for a product that did not meet a reasonable standard of quality.
  
  
  At this point, I expect Peoples Jewellers to reconsider its position and resolve this matter fairly. I am seeking a full refund or replacement of the defective item.
  
  
  Sincerely,
  ****** *****
  
  
  

  

  Business Response

  Date: 05/30/2025

  May
  30, 2025
  
  
  ****** *****
  *** *** ** * **** *
  ****** ****** ** *** ***
  ******
  
  
  *** **** * ********
  
  
  **** ****** ******
  
  We appreciate the opportunity to continue to respond to your concerns
  regarding your necklace.
  
  As
  previously stated, this type of damage does not indicate a quality concern and
  does not reflect normal wear. This type of damage would only happen if the
  chain was caught and / or pulled with significant force.
  
  No
  chain should be pulled, not even gently. However, when a chain is gently pulled
  during normal wear it has the ability to stretch a little. It does not break
  into multiple pieces.
  
  There is no indication
  of a defect based on the condition and details provided. This damage is not due to a manufacturer’s defect.
  
  Once
  again, we are unable to honor your request for a repair or replacement based
  not only on the condition of the chain, but also the amount of time since the
  purchase and the lack of a warranty.
  
  I
  apologize for your dissatisfaction.
  
  
  Sincerely,
  
  ***** *******
  Specialist, Customer Connection Center

• Initial Complaint

  Date:05/10/2025

  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.

  I went to the **** palms sales location for a cleaning and tightening of the jewels. The merchants said my account and my spouses could not be verified. The merchant took the ring went around the store, Simeon went on lunch I called the cops because things did not look right a police report was made in store before I even left. The weight of the ring was off. I immediately noticed after wearing the ring for several years. I rejected the ring, cops came and the address was verified numbers were verified they gave me a copy of the ring I bought years ago but the ring was light. The investigation was completed and the cop said there was no way the ring could have been switched. 3 of my Jews are cubic crap, I’ve light tells everything. They piped out 3 of my diamonds on my ring. The **** officers won’t look any more into it. I need help this is the second time I am contacting the BBB for help!! I don’t care I just want my wedding band restored, please! The police report was done maybe 10hrs ago. I am a United States Marine that was w worth something at some point, I served there in **** county I got married in **** county I bought my ring from there almost 5 years ago. Look in to it, just please!!!

  

  Business Response

  Date: 05/21/2025

  May 21, 2025
  
  
  
  ***** *****
  *** ** ******** ***
  ***** ** *****
  
  
  
  *** **** * ********
  
  
  Dear ***** *****,
  
  
  We appreciate the opportunity to
  respond to your concerns regarding your ring.
  
  On behalf of Zales, I would like to
  thank you for your service in our Armed Forces!
  
  I am very sorry to hear of your dissatisfaction. Our goal is to exceed our customers' expectations, and I
  appreciate the opportunity to respond when there is a concern.
  
  Please be advised, our stores do not
  possess the tools or knowledge of how to remove or set stones. It is not
  something that can be performed in-store; especially in the amount of time that
  you were there.
  
  I spoke with the manager ****** who
  was in the store during your visit. She explained they located and printed the
  receipt for your ring, completed the inspection and the associate took your
  ring to the sonic cleaner. Once the cleaning cycle was completed, your ring was
  dried and handed back to you.
  
  ****** confirmed the police came to
  the store. They reviewed the video of your visit and asked questions about the
  procedures. They also agree the associate did not have the time or the means to
  change the stones in your ring. She also did not hand you a different ring.
  
  I apologize for your dissatisfaction
  and the inconvenience this has caused.
  
  
  Sincerely,
  
  ***** *******
  Specialist, Customer Connection Center

• Initial Complaint

  Date:05/09/2025

  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.

  I paid for peace of mind; Zales gave me nightmares.
  
  Originally, I bought a Vera Wang diamond/white gold engagement/wedding ring set with the inscription "**** ****** *****" o/a FEB13 for aproximately $4,500; including a lifetime service/warranty to avoid any hazzles. Ah, THE IRONY. A couple months later while serving in Afghanistan, Zales lost the original wedding rings. On this instance, Zales replaced the rings. I thought that was the worst that could happen. Zales seems to have said "hold my beer."
  
  O/A 2OCT22, I took the rings (which were previously soldered together by Zales) to Zales in Augusta, GA, to unsolder them and go up a size. When I received the rings back, they were ridiculously thinner (photos of the rings against a dental floss string are attached), and were missing the original inscription. I complained and sought a resolution with the store, to no avail. While usually Zales takes photos when receiving/delivering the rings and sends them via e-mail, the "after" photos were never e-mailed... I called customer service, which directed me to go back to the store to get it resolved. I went to the store another six times hoping to talk to someone with common sense that could solve the issue, to no avail. My wife hasn't used the rings since then, afraid they will break.
  
  O/A JAN25, I decided to try one more time with the store. The Zales employee said she would talk to a regional manager and remained in plain sight for over 20 minutes without talking to any other employees or making phone calls. Then told us that in order to get the rings to their original thickness, we would have to pay to add a half shank to each ring.
  
  O/A 30JAN25, I was contacted by a customer escalation specialist. She initially accused me of using another jeweler to unsolder the rings (which voided the warranty). I provided pictures sent by Zales showing otherwise. Then she blamed the thinning of the rings on normal wear/tear and took no action to resolve the issue.

  

  Business Response

  Date: 05/20/2025

  May 20, 2025
  
  
  **** ********
  *** ************ ****  
  ********** ** *****
  
  
  *** **** * ********
  
  
  **** **** *********
  
  
  We appreciate the opportunity to
  respond to your concerns regarding your rings. I am very sorry to hear of your dissatisfaction.
  
  I researched your concerns and found
  you purchased a bridal set in February of 2013. In May of 2013 you also
  purchased our Jewelry Protection Plan (JPP) for your bridal set. The bridal set
  includes 2 rings: an engagement ring and a matching wedding band.
  
  Our records indicate, since that time
  your ring has been to our jewelers 7 times for various services. These services
  include sizing, soldering, rhodium plating, engraving and once to replace a
  missing diamond. The last time we had your ring in our possession was in the
  fall of 2022.
  
  Please be advised, gold is a soft
  metal and over time does wear. When the band gets thin, we recommend a ½ shank
  replacement. This is not a service that is covered under your warranty.
  
  I see you recently worked with my
  associate *******. She discussed your concerns with the store manager, ***, and
  our management team as well. The notes indicate you were offered a 15% off of
  the ½ shank replacement per ring.
  
  If you would like to proceed with the
  repair, please contact *** at the store. She will provide you the cost with the
  15% discount.
  
  I apologize for your experience, and
  the inconvenience this has caused.
  
  
  Sincerely,
  
  ***** *******
  Specialist, Customer Connection Center

  Customer Answer

  Date: 05/21/2025

   I am rejecting this response because:
  
  
  Argument of normal wear and tear is ridiculous, specially considering the ring had an inscription in the inside of it when we turned it in to Zales for repair, but no inscription when returned because it was too thin.

  

  Business Response

  Date: 05/28/2025

  May 28, 2025
  
  
  **** ********
  *** ************ ****           
  ********** ** *****
  
  
  *** **** * ********
  
  
  **** **** *********
  
  
  We appreciate the opportunity to continue to respond to your concerns
  regarding your rings. I am very sorry to hear of your continued dissatisfaction.
  
  As previously mentioned, you purchased a bridal set in February of 2013
  and your warranty in May of 2013. Additionally, the last time we had your rings
  in our possession was in the fall of 2022.
  
  Please be advised, gold is a soft metal and over time does wear. When the
  band gets thin, we recommend a ½ shank replacement which is not a service that
  is covered under your warranty.
  
  The wear on your rings is normal wear and not a result of a repair from 3
  years ago.
  
  If you would like to proceed with the repair, please contact the store
  and you will be provided the 15% discount previously offered. Please ask for
  *** as she is the store manager. I referred to her previously as ***; I
  apologize for my error.
  
  Once again, I apologize for your experience, and the inconvenience this
  has caused.
  
  
  Sincerely,
  
  ***** *******
  Specialist, Customer Connection Center