Business Profile

Jewelry Stores

Signet Jewelers

Complaints

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

Customer Complaints Summary

1,138 total complaints in the last 3 years.
299 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:05/08/2025
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 purchased a necklace from Kay’s jewelry store for my daughter I purchased a warranty like I do with all of my jewelry from there. I’ve never had anything break until recently. So I took the necklace back for them to repair and when I went to pick it up there was a noticeable blob on the chain they said it was solder from where it was fixed. I told them when we purchased every piece of jewelry with the warranty plan they never said they will fix the item but it will have noticeable flaws when they were done they said they will fix it and if they can’t it will be replaced. The chain is not as it was before it was broke it looks pretty bad. The fact that they do not tell customers in their pitch when selling the warranties that they will do a patch job on the item and it will be left with a noticeable defect is very misleading. Had we knew this when they offered the warranty on all the items we have got we would not have purchased it. I feel they don’t mention that part to customers so they get the sale on the warranty. The store manager I spoke to was very rude when I explained my concerns and said that’s how they fix them. I will no longer be getting anything from Kay’s and I will close my credit card.
Business Response
Date: 05/16/2025
May 16, 2025

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

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

Dear *******,

We appreciate the opportunity to respond to your concerns regarding the repair
of your daughter’s necklace chain and the disappointing service you received
from our company. We apologize for your dissatisfaction with this matter. We
forwarded your service concern to the district managers responsible for the
Boise store and the Design and Service Center that worked on the chain for
review with the team members involved. We appreciate your feedback about your
experience and will work to improve how these types of issues are handled in
the future.
We
would like to clarify that the Extended Service Agreement (ESA) you purchased
with your daughter’s necklace is a repair warranty. If our jewelers determine
that an item covered under an ESA is unrepairable, the ESA allows for a one-time
replacement. In this case, our jewelers were able to solder the broken chain
back together. See the attached repair photos for the drop off and pick up of
the necklace.
While we are unable to honor your request to
exchange the necklace, you can request that the necklace is sent back to the
Design and Service Center to refine the solder work for free under our
six-month repair warranty.
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: 05/17/2025
I am rejecting this response because:

I am unable to view the pictures you have uploaded. When the guy took the picture he did not show the ugly blob of metal that was now on the chain after they “fixed” it. Where does it state in the warranty paperwork that the item will be “fixed” but will have flaws and not look the same as it did before breaking? The sales associates push for the warranty but never told me or any other customers in the store that purchased a warranty that the item will have an ugly mark on it and not look the same as it did before that is false advertising. My daughter doesn’t want to wear the necklace we got her because of how ugly the patch job looks on the chain after being “fixed” it is not right for you guys to sell a warranty without telling your customers how things will look afterwards if it brakes.
Business Response
Date: 05/27/2025

May 27, 2025

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

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

Dear *******,

We appreciate the opportunity to respond to your
further concerns regarding the repair of your daughter’s necklace chain and the
disappointing service you received from our company
We are sorry
to hear that you are unable to open the photographs of your necklace that we
attached to your complaint. They are of the necklace chain and pendant in its
entirety. The pickup photo does not show a blob on the chain as you described. Please
contact the BBB directly if you would like to view the photos.
As previously stated, you can send
the necklace back to our repair shop to have the soldering refined. It would be
the jeweler’s decision if the necklace is replaced or reworked.
. We
apologize for your continuing dissatisfaction with this matter

Sincerely,

***** *****
Customer Connection Center

cc: Better Business Bureau
Initial Complaint
Date:05/02/2025
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 necklace for them to fix and they destroyed it and no compensation for my necklace- I asked them to pay for the repair and the cost I paid for them to repair to be reimbursed
Business Response
Date: 05/13/2025
May 13, 2025

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

Dear ****,

We appreciate the opportunity to respond to your concerns regarding your necklace
and the disappointing service you received from our company. We apologize for your
dissatisfaction with this matter. We forwarded your service concerns to the district
managers responsible for the Lithonia store and the Design and Service Center
that worked on your necklace for review with the team members involved. We appreciate
your feedback about your experience and will work to improve how these types of
issues are handled in the future.
According to our records, on June 26, 2024,
you brought your necklace to repair a break. However, when our repair shop
tried to repair the break, the necklace broke in a different spot. On July 26,
2024, we sent your necklace to a different repair shop with a laser welder, but
they were also unable to repair the necklace, and the necklace broke in additional
spots.
As stated on our repair tickets, if an item
is damaged during repair, we offer replacement merchandise up to the customer
stated value recorded on the repair slip, which in this case was $2,500.00. Our
store manager attempted to work with you in December 2024, but we understand
that you could not find anything at that time.
The option for replacement merchandise up to
$2,500.00 is still open to you. Please make an appointment with our Lithonia
store by calling ***** ******** if you wish to pursue this option further. If
you have a receipt or an appraisal to show that your necklace was valued at
more than that amount, please attach a copy to your BBB complaint for review so
that we can increase your replacement value.
While investigating your concerns, we saw
that you had requested a refund for the $150.12 repair fee which was never
processed. We processed the refund on May 7, 2025. 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
Initial Complaint
Date:04/30/2025
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 went to the location to purchase some gold hoop earrings for my daughter. They didnt have what I was looking for, but the sales associate **** convinced me to purchase another pair and assured me that I could return or exchange within 30 days no problem. My daughter didnt like the earrings so I told her to pick something else, when she went in the same associate helped her and told her she would get the difference. She told me he didnt even ask for my debit card, He not only didnt refund the difference on my debit card, he charged her for the warranty without even asking her!!! He had to order the earrings online, when I went to pick it up, he told me without a receipt he couldnt help me, and that the email I received meant nothing. He told me to wait for someone else to help me!!! When I got home I realized he charged for the warranty so I went back to get that refunded.i stood there for 10 minutes without anyone even acknowledging me. I was then told by the manager ***** that it would go back on a gift card!!! And there wasnt anything she could do. I am furious right now with how I was treated. I didnt buy the earrings with a gift card, I used my debit card! I would like the refund on my debit card. Service there is horrible. My 5 year old granddaughter is on life support in the *** and I dont have time to keep going back and forth. I just want my refund on my debit card for the difference. Is that too much to ask for?
Business Response
Date: 05/13/2025
May 13, 2025

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

Re: Case # ********

Dear ***** ******,

We appreciate the opportunity to respond to your concerns regarding our return / refund policy. I am very sorry to hear of your dissatisfaction.

I researched your concerns and see you purchased the earrings in-store on April 16, 2025. The earrings were purchased on your debit card. Your daughter visited the store on April 22, 2025 to process an exchange; however, she opted to replace them with earrings from our website.

Our stores are not permitted to accept a debit or credit card from anyone other than the person listed on the card. Because you were not present, the only option was to exchange the original purchase to a gift card and purchase the earrings from the website with the gift card.

I am very sorry that the warranty was added to the earrings without your daughters consent. This has been addressed with the stores management team.

That being said, I see the warranty was returned. Because the purchase of the warranty was made with a gift card, the credit had to be refunded as a gift card. All returns are tender-for-tender.

Although we are unable to refund the cost of the warranty back to your original debit card, I am able to devalue the gift card and have a check issued to you and mailed to your home. I also found there is still a balance of $56.57 on the gift card from the exchange of your original purchase. Both gift cards will be devalued and the total amount of the check will be $143.16.

On Thursday, May 8, 2025 you were contacted by ******, one of the stores management team. According to Deejay, you accepted this resolution and confirmed your mailing address, which is the same as the address listed above.

The gift cards have been devalued and the check request submitted. Please be advised, it can take up to three weeks to receive the check. The check will be sent regular **** mail and will arrive in a non-descript envelope for security purposes; our company name will not appear on the envelope.

I am very sorry to hear of your granddaughters health concerns and wish her a full and speedy recovery.

I apologize for your dissatisfaction and the inconvenience this has caused.

Sincerely,

***** *******
Specialist, **************************
Customer Answer
Date: 05/23/2025
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:04/26/2025
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 purchased a pair of earrings on April First, took them out the box yesterday, went to an interview came home and my earring was GONE!! It fell out my ear. I called the store they are giving me the kiss off! I called Online they told me lost isn’t covered. FOR BRAND NEW EARRINGS? There is nothing! I’m just out $159.00
Business Response
Date: 05/06/2025
May 6, 2025

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

Re: Case # ********

Dear ****** *******,

We appreciate the opportunity to respond to your concerns regarding your
lost earring. I am very sorry to hear of your dissatisfaction.

I am terribly sorry to
hear that your earring has been lost. Unfortunately, we do not offer any
warranty coverage that would provide a replacement or compensation for lost
merchandise.

Although we are unable to
provide you a replacement free of charge, the earrings are still available for
purchase on our website and currently on sale for $83.85. I do not have any
information on when the sale will end.

If you find the earring
and it is in need of repair, please take the earring to your local Zales store
and they will be happy to assist you further. As you did not purchase an Extended
Service Agreement for the earrings, you may be responsible for the cost of the
repair.

I apologize for your experience, and the inconvenience this has caused.

Sincerely,

***** *******
Specialist, Customer Connection Center
Initial Complaint
Date:04/25/2025
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 went to Peoples Jewellers on March 2, 2025. I found a ring that I wanted to purchase. They did not have a ring in my size, and explained that if I purchased additional coverage, they would send the ring off to be resized. I paid the fee and for the ring in total. They told me they would call me when it was ready, in roughly 4 weeks.

I got the call that my ring was ready for pick-up. I live almost two hours away from the store location. I went to go pick up the ring that I had already purchased in full. They explained I needed a paper receipt or photo id to pick up the ring. I explained that I was never previously told this. That I had a picture of an old photo id, and I had the cell phone number attached to the order. I also had an emailed receipt. And I was wearing additional jewelry attached to my account. They refused to give me my ring. I asked for a refund then. They refused to give me a refund until I provided physical government photo id or the physical receipt, which I don't ever recall being given.

Frustrated, I contacted the customer service team. They offered me no solutions and escalated the issue. The escalation team called me to say they would speak to the store. The store said the same thing, they refused to release my ring without physical photo id or the physical receipt. I asked if they could mail me the ring. They said not until it was picked up. I said I can't pick it up and I'm not spending almost 4 hours in the car AGAIN to get the same response. I asked if it can be escalated further. The girl (*******) on the phone was very hostile towards me and could not guarantee that anyone else would be calling me back. She then hung up on me. They are holding my ring hostage and wont provide me a refund or the ring.
Business Response
Date: 05/08/2025
May 8, 2025

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

Re: Case # ********

Dear ******* *******,

We appreciate the opportunity to
respond to your concerns regarding our repair pick-up policies. I am very sorry
to hear of your dissatisfaction.

I researched your concerns and see you
made a purchase on March 2, 2025 at our Bayshore Shopping Centre store. The
ring you purchased was sent the same day for repair. Your receipts and repair
claim ticket would have been put in your bag along with the other purchases you
made that day.

When picking up a repair you are
required to present your copy of the repair claim ticket or an official, valid
photo ID such as a driver’s license. This is to ensure only the purchaser or authorized
person is taking possession of the merchandise. I apologize if this was not
properly explained to you.

I see you worked with my associate
******* to resolve your concerns. ******* worked with her supervisor and the
store manager to have the purchase returned and refunded at your request. Although
this is not normal practice, ******* was able to release the repair so the
store manager was able to process the return.

The return was processed on April 25,
2025 and a credit in the amount of $281.63 was applied to your original form of
payment.

Your service concerns will be
forwarded to management for review. Your calls will be pulled and corrective
action taken if needed.

I apologize for your experience and
the inconvenience this has caused.

Sincerely,

***** *******
Specialist,
Customer Connection Center
Initial Complaint
Date:04/25/2025
Type:Sales and Advertising 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 went into the Greenville, SC store back in June of 2024 to get my ring cleaned. My mom had also went into the store with me and upgraded her ring. The salesman helped us both and he was too worried about getting the sale of my mom’s ring upgraded to provide a receipt of my ring being cleaned and inspected. I have gone back into the Greenville,SC store multiple times since then to get my ring cleaned and inspected and to get another ring re-sized, everyone refuses to help me or clean my ring saying it’s out of warranty. Which it is not as I went in June of 2024 and multiple times since then. My ring was very expensive and I now have a missing stone that needs to be replaced under warranty. This ring should be under warranty still, but is showing out of warranty due to the salesman’s fault.
Business Response
Date: 04/30/2025
April 30, 2025

***** *******
* **** ***
****** ** ****1

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

Dear ***** *******,

We appreciate the opportunity to
respond to your concerns regarding your diamond replacement and our Lifetime
Diamond Commitment. I am very sorry to hear of your dissatisfaction.

I researched your concerns and see
your ring was purchased by **** *******-****** in February 2022 along with the
Lifetime Jewelry Protection Plan (LJPP). At the time of the purchase **** would
have been provided information regarding the LJPP purchased for the ring as
well as the Lifetime Diamond Commitment (DC) that we provide free of charge
with the purchase.

This DC covers only the stones in the
event that they are chipped, cracked, or lost from the mounting during normal
wear. To maintain an active status for this warranty, you are required to bring
your ring to one of our stores every 6 months for documented inspections.
According to our records you have not had an inspection within the last 6
months and your DC is currently inactive.

I see your ring was taken to our
Carolina Place store and sent for repair on April 26, 2025. I spoke with the
manager ****** and she confirmed as a one-time customer service, your ring will
be repaired free of charge and your warranty will be reinstated.

Going forward, please take your ring
to one of our stores with your paperwork every 6 months and let them know you
are there for your 6-month inspection. After each inspection you should be
provided a receipt of the inspection which you should keep for your records. If
you do not receive a receipt or confirmation, your ring was not inspected in
our system.

I apologize for your dissatisfaction and the inconvenience
this has caused.

Sincerely,

***** *******
Specialist, Customer Connection Center
Customer Answer
Date: 05/01/2025
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.
When I went to the Carolina Place store, I spoke with a gentleman and he was more than willing to help and was a joy to work with. I have ALWAYS taken my rings in for the 6 month inspection. I will ensure every receipt is kept from now on.
Initial Complaint
Date:04/25/2025
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 picked out a totally custom ring to propose to my now fianc with and the process began in late November. The store manager helped me with every step of the way. Months and months and $8000 dollars later, the perfect ring showed up and I was ecstatic.Within a week I had proposed and discovered that the ring was 2 sizes too big, and the store manager sent the ring off for a resizing. In the 6 weeks since, the ring has been sent back to the shop twice for further repair.The first time, my fianc was excited and didnt initially notice that the rings shape was noticeably off to the naked eye which is understandable because of the emotion and excitement surrounding the ring. Within an hour, I got a call from her while I was at work saying she was concerned that the resize left it in rather subpar condition. Two days later, we were back at the store to pass it off for further rework.The second time, about 2 weeks later, we didnt even get the ring. I emailed to follow up myself and the store manager replied to say that the ring had in fact arrived that same day, but she was unhappy with the quality, despite the rework. If a professional jeweler, didnt feel good about it, I certainly knew I wouldnt feel good about it either. We agreed to have her send it back for a second attempt at fixing ********, after another two weeks, the store manager said the ring was in and that she personally felt that the ring looked amazing. This time the ring looked even worse than the last time I had seen it. The new engraving, which replaced the previously more visible enamel engraving, was practically invisible. The misshapen shank was just as noticeable as before.A resizing resulted in the repair shop and now even the store manager, after several failed attempts to fix the problem, wanting me to accept a ring that is NOT what was advertised.I demand a partial refund and to simply be given the ring I paid for the ring that was sold to me.
Business Response
Date: 05/12/2025
May 12, 2025

Jaden *****
*********************************
RE: BBB Case # ********

Dear Jaden,

We appreciate the opportunity to respond to your concerns regarding your custom designed engagement ring and the disappointing service you received from our company.We understand the importance of your special ring and your distress over what has occurred. We forwarded your service concerns to the district manager responsible for the Design and ************** that worked on your ring to review with the team members involved. We appreciate your feedback about your experience and will work to improve how these types of issues are handled in the future.
According to our records, the store management team has offered to rebuild your custom-designed ring from the original plans, and the work is currently in process. In addition, we credited your credit card $1,311.30 for 30% off your custom charge on May 3, 2025, as you requested.
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: **********************
Initial Complaint
Date:04/21/2025
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.
March AND April 2024
Business Response
Date: 05/01/2025
April 30, 2025
****** *******
***** ***** *** * ***** ***
*********** ** *****
*** *** **** * ********

Dear ******,

We appreciate the opportunity to respond to your concerns regarding your online
orders 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
regret the confusion with the bracelet you ordered. We have removed the
bracelet from our website due to the incorrect photo on our website which you
brought to our attention.
According
to our records, you placed two orders for the same bracelet.
Order ************** was refunded on April 22, 2025. In addition, we refunded the $10.74 shipping charge on April 30, 2025.
Order ************** was not returned. You can still return this bracelet until May 9, 2025, either by bringing it to a store near you or with a free return shipping label on our website at ********************************************************************* We have also refunded the $10.74 shipping fee on April 30, 2025, for this order as well.
We
were only able to find two orders under your name. If you have an order number
for a third purchase of the bracelet, please let us know and we will assist you
with the return and shipping refund.
As
compensation for our website’s error, we are mailing a $50.00 Jared gift card
to you to use toward a purchase online or in one of our stores. 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
Initial Complaint
Date:04/21/2025
Type:Sales and Advertising 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 company has sales that seem to be misleading advertising and this happened on 4/18/25. First, I want to clearly state that the employees of the Kay Jewelers at ******* **** ******* ** are fantastic, and this review is not about the store’s staff. There are 3 large signs stating “Everything is on sale” with a small asterisk saying some exclusions apply. So I looked at a Tissot watch, and with 30% off, I was going to buy it. But then the employee told me Tissot was excluded in the sale and said these 5 watches are on sale out of around 100 watches on display!?!? I thanked the clerk and did not buy and contacted Kay Jeweler’s corporate office over chat. Jeffrey M answered my chat, and when I told him my complaint, he stated that all signage shows all the exclusions. As you can see from pic 1, there are no exclusions listed. On pic 2, is me clarifying what everything on sale meant, and pic 3 is the incorrect information that the sign showed all the exclusions. Pic 4 has a condescending response brushing off my concerns, and finally, I received an email from Kay (ironically on 4/18/25) about the sale. I added a list of the exclusions from the email showing that the sign saying "EVERYTHING" was on sale was misleading to draw you in, and when I asked the store manager why signs were not posted in the displays to show sale items, she said there were so many items not on sale it would have cluttered up all of their displays. I feel that first, this could have been solved by the sign saying "Select" items on sale; I would have asked if the Tissot was on sale and left when it was not. I feel without in-store advertising showing the exclusions, I should be allowed to purchase the retail-priced $725 Tissot watch for 30% off at $507.50 as the sign indicated.
Business Response
Date: 05/06/2025
May 5, 2025

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

Dear ***,

We appreciate the opportunity to respond to your concerns regarding your visit
to our store and the disappointing service you received from our company. We
apologize for your dissatisfaction with this matter. We forwarded your service
concern to the management of the Customer Connection Center for review 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 regret any confusion with the wording of
our sale sign. As you indicated in your complaint, the asterisk indicating that
there were exclusions was visible when you saw the sign. In addition, the sign
stated, as shown in the photo you provided, to see our Jewelry Experts or counter
card for details. The Tissot watches were not included in this sale. Therefore,
we are unable to honor your request to buy the watch for 30% off.
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: 05/06/2025
I am rejecting this response because: I truly understand that the business cannot give me the 30% off the Tissot watch. However, the issue still remains the store is still advertising sales that aren’t clear. Currently there is a 40% off everything sale (please allow me grace with this sale sign as I did not study it closely since I was waiting for your response) but it appeared to be the same type of advertising that draws customers in expecting the sign to be accurate and then find out the sale is only for a small amount of items.
I will accept the response if the business responds saying this type of marketing is being reviewed by our marketing department, or they just tell me this is how they advertise and it is not changing and I need to understand I will always have to clarify the sales with a clerk.
Can you please address this type of advertising so I know whether to just ignore your sales, or know that the select items on sale will be clearly marked?

Business Response
Date: 05/13/2025
May 13, 2025

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

RE: BBB Case # ********

Dear ***,

We appreciate the opportunity to respond to your further concerns regarding the
wording of our sale sign. We apologize for your continuing dissatisfaction with
this matter.
We would like to clarify that our sale from
May 1st to May 11th was an Up To 40% Off Everything Sale.
Please understand that the word everything refers to all categories of jewelry
in our store, instead of a sale on bridal jewelry or watches only. All our
sales have exclusions, and these exclusions can be found in our stores or by
speaking to our store team members. Your
complaint was documented as an advertising issue and will be available for our
Marketing Department to review.

Sincerely,

***** *****
Customer Connection Center

cc: Better Business Bureau
Customer Answer
Date: 05/14/2025
Better Business Bureau:

I have reviewed the response made by the business is still advertising that draws customers into the store forcing them to engage with clerks to find out what is on sale. While I still think this is wrong, I will accept this response based upon their statement that the complaint is going to their advertising department.
Initial Complaint
Date:04/20/2025
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.
On 11/06/24 my fiancé and I met with ******* “**” ******** in regards to designing a wedding band for him. He had the majority of the design he wanted figured out so I was given an estimated total pending his final decision. We were informed that there was a minimum down payment to which I inquired about paying that night so when my fiancé decided what he wanted he could just contact ** and the work would begin without us having to take another trip to their location. I paid a deposit of $1026 prior to leaving the store that night. Months passed & my fiancé was still unsure of the design he wanted so on 3/21/24 I called and spoke to **. I let her know we were still undecided on the ring design, that I would like my deposit back and we would revisit once he decided what he wanted. ** informed me that sketches had been made of the ring already so I wouldn’t be able to get all of my money back. I told her we never approved work to be started as the design was still pending. She asked for my email address and told me she would call me back. We have received zero communication via email or phone, I try calling Kay and the phone just rings. Since no work was approved I should be refunded my entire deposit of $1026.00
Business Response
Date: 04/30/2025
April 29, 2025

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

Dear *******,

We appreciate the opportunity to respond to your concerns regarding your custom
designed ring’s deposit and the disappointing service you received from our company.
We apologize for your dissatisfaction with this matter. We have forwarded your service
concerns with lack of follow up to the district manager responsible for the
****** store to review with the team members involved. We appreciate your
feedback about your experience and will work to improve how these types of
issues are handled in the future.
Because
your name is not on the purchase receipt or the custom ring design, we are
unable to provide any details about them to you. However, we have attached the
custom design agreement which you signed at the beginning of the custom process
which states the deposit is non-refundable. We have attached a copy of the
terms for your records. Therefore, we are not able to provide a refund for the
deposit as you have requested.
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
Business Response
Date: 04/30/2025
See attached
Customer Answer
Date: 05/04/2025
I am rejecting this response because: I am rejecting this response because: ** informed
me on the phone 3/21/25 that I wouldn’t be able to get all my money back due to
sketches already being drawn up. I told her again no work had been approved to
be started. Now ***** ***** says I can’t get any of my money back. This would
be unjust enrichment and possibly theft by deception. GA code 16-8-3(2024) As
***** stated my name is not on the contract, so I am not held to any
stipulations of the pending contract. ** did not have the completed design to
process an order. See your payment terms and taxes. This response is not satisfactory,
and I will be in contact with an attorney.

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Signet Jewelers is BBB Accredited.