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:04/18/2025

  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.

  We had a ring that was purchased break. We brought it into the *********** Location for repair and spoke with the manager of the store *****. Not only was the information he gave us incorrect and misleading, he was also condescending and insincere to the situation. For the money that is spent in places like this and what this Jewelry represents, how can you allow one of your leaders to act this way. We were then referred to the *********** location for resolution since they had the ring we needed to replace in stock. There we learned that when the ring can not be repaired and needs to be replaced we as the consumer had to pay $700 to purchase a new warranty for the ring before they would take it and get it fixed. This was never disclosed to us at any point until it came down to weather or not they would take the ring and complete the work. We reluctantly payed for the new warranty so we could get this ring fixed. We then still voiced our displeasure with everything that has transpired from the beginning and were told on several occasions that we would be reached out to by the district manager. We have still not hear from them. If your going to spend a large amount of money on jewelry I would never purchase from Zales based on the quality of care that you receive if you ever have an issue. Empty promises and hope for a resolution seem to be their practice to get dissatisfied customers out of their hair.

  

  Business Response

  Date: 04/30/2025

  April 30, 2025
  
  
  ***** ******
  *******************************
  *********************
  
  
  Re: Case # ********
  
  
  Dear ***** ******,
  
  
  I am very sorry to hear of the difficulties you encountered concerning your ring. Our goal is to exceed our customers' expectations, and we appreciate the opportunity to respond when there is a concern.
  
  Although you are not the purchaser, we were provided permission from your wife ****** to discuss these concerns with you.
  
  I researched your concerns and worked with ********, the General Manager of the ******************* store. ******** and I both spoke with the jeweler that worked on the ring and were told they feel there was likely a casting or manufacturing defect that caused the ring to break as it did.
  
  I understand the ring has already been replaced with a new ring under the Warranty Replacement Plan. Please be advised, the warranty states the following:
  
  Replacement merchandise is not covered under this Plan; however, You have the option to purchase a new Plan on the replacement merchandise.
  
  That being said, because the damage was due to a defect with the ring, we feel your wife should not have had to purchase a new warranty. For this reason,the warranty purchased on March 27, 2025 will be refunded and a new warranty will be added to the replacement ring at no charge to your wife.
  
  ******** told me ****** will be visiting the store to process the transaction.
  
  Please note, the service concerns you mentioned have been forwarded to the district manager and she will be addressing them with the individuals involved. If any further information is needed, she will contact you and ****** directly.
  
  I apologize for your wifes experience and the inconvenience this has caused.
  
  
  Sincerely,
  
  ***** *******
  Specialist, **************************

• Initial Complaint

  Date:04/18/2025

  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 order jewerly at Kay online o order 2 item earrings and bracelate unfortunately the bracelet was counted wrong and it’s out of stock. I did pay with my gift card and they sent me email that the bracelet is notavailable so they will refund me with the money and that was April 2. I called them April 4. They told me that they’re going to a check instead of gift card. I called again on April 14 because I didn’t receive anything and no one called me. Nothing is still in process I do not get it’s beenalmost 4 weeks and I still think that get my money back. Customer service in really care nor provide me an insurance. All I want is my money they their jewelry and my money. I feel like I’m getting Rob

  Customer Answer

  Date: 04/18/2025

  That’s a proof that they did cancelled my order and my insurance that I purchased and I didn’t get my refund yet it’s been more than 15 days 

  

  Business Response

  Date: 04/23/2025

  April 23, 2025
  
  ****** ******
  ** ******** **
  ******** ** *****
  *** *** **** ********
  
  
  Dear ******,
  
  We appreciate the opportunity to respond to your concerns regarding 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 management
  of the Customer Connection Center to review with the team members involved. We appreciate
  your feedback about your experience and will work to improve how these types of
  issues are handled in the future.
  Although
  it is our policy to return tender for tender which in this case is a gift card,
  we have offered you a refund check for $424.11. There was a delay with the
  initial request which has been resolved. 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: 04/24/2025

   I am rejecting this response because:
  It’s not acceptable the fact I have to wait this long and all they can say it’s delay for that long weeks I need compensation for all of that and the trouble communicating with your customer. There terrible I bet if I owed you money you would of harassing me to get ur money 
  
  

  

  Business Response

  Date: 05/01/2025

  April 30, 2025
  
  ****** ******
  ** ******** **
  ******** ** *****
  *** *** **** ********
  
  
  Dear ******,
  
  We appreciate the opportunity to respond to your further concerns regarding
  your refund and the disappointing service you received from our company.
  We
  apologize for your continued dissatisfaction with this matter. Your check has
  been printed and is on its way to you. As a gesture of goodwill, we are mailing
  a $25.00 Kay Jewelers gift card to you that can be used toward a purchase
  online or in our store. Please allow 21 days for delivery.
  
  Sincerely,
  
  ***** *****
  Customer Connection Center
  
  cc: Better Business Bureau
  

  Customer Answer

  Date: 05/01/2025

   I am rejecting this response because:
  I still didn’t have my refund also I’m ok with 25 gift card thanks
  
  

• Initial Complaint

  Date:04/14/2025

  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.

  On February 11th of 2023 I entered a Zales at Town East Mall in Mesquite Texas and requested a wedding ring set for my wife for valentines day to replace her ring:
  -I purchased the two rings pictured in the screen shots as a set
  -I purchased a warranty for the set
  -I requested the set be adjusted imminently at purchase under the warranty
  On March 25th 2025 I returned to have the rings cleaned under warranty
  -I requested a cleaning
  -I was offered to solder/join the rings together as a service under the warranty
  On April 6th I returned to accept the rings after their service
  -The rings were not aligned
  -The rings soldering and joining was of poor quality
  -I requested the rings be de-soldered/un-joined and returned after
  On April 11th I came to pick up the rings and noticed the wedding ring of the set was damaged
  -The ring was warped
  -The rings material was thinned too much
  -I requested a repair and was told it was not covered under warranty for the set according to their system.
  -I was responsible for the repair despite the damage being done by the jeweler
  -They would not supply corporate information to see resolution
  -They did not notice damage - despite pictures from the intake photos supplied.

  

  Business Response

  Date: 05/02/2025

  May 2, 2025
  
  
  ********* *********
  **** **** ****** *****
  ******* ** *****
  
  
  Re: Case # ********
  
  
  Dear *********
  *********,
  
  
  We appreciate the opportunity to respond to your concerns
  regarding your rings. I am very sorry to hear of your experience and dissatisfaction.
  
  I researched your concerns and found you purchased an
  engagement ring and a wedding band on February 13, 2023. The rings were not set;
  they have different item (SKU) numbers and different manufacturers.
  Additionally, each ring has its own unique Diamond Bond number; if they were a Bridal
  Set, there would be only one Diamond Bond number. On the day of the purchase
  you did not purchase any warranties for the rings.
  
  I located a second receipt for the purchase of a Lifetime Jewelry
  Protection Plan (LJPP) dated February 17, 2023 for the engagement ring (SKU
  ********). I have included both receipts for your review.
  
  I see your rings were sent to our jeweler on February 17,
  2023 for sizing. As a customer service, the store covered the sizing of both
  rings under the LJPP you purchased for the engagement ring.
  
  I am sorry to hear that you were dissatisfied with the work
  performed recently to solder your rings together and then unsolder them.
  Because no pictures were taken of the shanks of the ring when the rings were
  taken in at the store, we are unable to confirm the thickness before the work
  was completed. For this reason, we will repair both rings free of charge.
  
  Any work performed on your engagement ring will be covered
  under your LJPP. At this time, no determination of the scope of the work for
  the engagement ring has been made. It has been determined that a ½ shank will
  be installed on your wedding band. The normal cost of this service is well over
  $300.00 and is not a service that is typically covered under the LJPP. Again,
  you will not be charged for the installation of the ½ shank on the wedding band.
  
  Once the rings are repaired, you will be provided the opportunity
  to purchase the LJPP for the wedding band. Going forward, we will not be able
  to perform any sizing or repairs to the wedding band free of charge without the
  purchase of the warranty. The purchase of the LJPP is not mandatory and the decision
  is completely yours.
  
  If you would like to proceed with the repairs, please
  contact Irene at the store. She has been trying to reach you to discuss this
  resolution. The rings will be sent back to the jeweler on separate repair
  tickets but Irene needs your approval to do so.
  
  I apologize for your experience, and the inconvenience this
  has caused.
  
  
  Sincerely,
  
  ***** *******
  Specialist, Customer Connection Center

  

  Business Response

  Date: 05/02/2025

  Receipts attached

• Initial Complaint

  Date:04/10/2025

  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 purchased a diamond ring from Jared in 2004, covered under their lifetime warranty requiring 6-month inspections. On 7/28/24, I brought this ring and another from Kay’s (purchased in 2002) in for inspection at Jared. On 10/18/24, I brought both rings to Kay Jewelers (a sister company under Signet) for inspection again. Only one ring was recorded that day, though I handed over both. Security footage from the store would confirm this.
  
  I last saw the center diamond in the Jared ring on 2/28/25 (our 25-year dating anniversary). On 3/1/25, I discovered it was missing. We searched extensively and continue to search, but have been unable to locate the diamond. I immediately began calling Jared customer service. All calls have been recorded. A representative left a voicemail confirming I was under warranty and could go to the store for help. However, every follow-up contradicted this and I was told the claim would not be honored because of missing inspection documentation from October — an error made by Kay’s, not me.
  
  I have the original warranty paperwork, inspection history, and evidence I followed the terms. I already paid $4,857.99 in 2013 to replace the center diamond when I’d missed inspections. Since then, I’ve taken every effort to keep up with the warranty. Signet’s refusal to honor the agreement, after admitting I was covered, is dishonest and unacceptable.
  
  I’m asking for help from the BBB to have the center diamond replaced at no cost and my warranty reinstated.

  

  Business Response

  Date: 04/24/2025

  April 23, 2025
  
  ***** *****
  ******* ** *****
  
  *** *** **** ********
  
  
  Dear *****,
  
  We appreciate the opportunity to respond to your concerns regarding your diamond
  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 Fairfax Kay Jewelers store
  and management of the Customer Connection Center to review with the team
  members involved. We appreciate your feedback about your experience and will
  work to improve how these types of issues are handled in the future.
  We
  would first like to clarify that there was a misunderstanding about which ring needed
  a diamond replacement. The representative who you spoke with thought it was the
  ring purchased at Kay Jewelers and gave you the warranty information on that
  ring instead of your Jared ring. We regret the confusion this caused.
  The
  Fairfax Kay Jewelers store was unable to confirm that you brought both rings
  with you in October 2024 for inspection. Therefore, your Jared ring is not
  eligible for free diamond replacement under the Diamond Guarantee. The district
  manager of the Jared Fairfax store has contacted you, and we understand that on
  April 26, 2025, you will be stopping by the store to review options regarding
  your ring.
  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:04/09/2025

  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 am writing to express my concern regarding a recent experience with one of your products and the in-store service I received at your Providence location.I recently purchased a heart-shaped earring piece at your Providence store. Unfortunately, shortly after purchase, the heart stone detached along with the post, which I believe is indicative of a product quality issue. I visited the store today to request an exchange, but I was informed that I would need to provide the post in order to proceed with a replacement. While I understand policy requirements, I feel that in this case, the failure of the product itself - particularly the detachment of both the stone and the post - should warrant an exception.I want to highlight that I have purchased multiple pairs of earrings from your brand (and other reputable brands), and this is the first time Ive experienced a defect of this nature. Additionally, I found the attitude and handling of the situation by the store associate to be unsatisfactory and disappointing.While I have since ordered a new pair online, I wanted to bring this issue to your attention, both in terms of product quality assurance and customer service training. As a loyal customer who appreciates your designs, I hope to see a resolution that reflects the standard of care your brand is known for. I would appreciate it if you could look into this matter further and advise on how you can make this right.Thank you for your time and assistance.

  

  Business Response

  Date: 04/21/2025

  April 21, 2025
  
  ***** **
  ***************************************************************************
  RE: BBB Case 23182860
  
  
  Dear *****,
  
  We appreciate the opportunity to respond to your concerns regarding your earrings 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 Providence 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.
  We would like to clarify that our warranties do not replace lost merchandise. To determine if there is a defect, we would need to evaluate all parts of the earring. Therefore, we are not able to replace or refund your earrings.
  According to our records, you spoke with our ************************** on April 9, 2025 via chat.
  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,
  
  ***** *****
  **************************
  
  cc: **********************

• Initial Complaint

  Date:04/06/2025

  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’m extremely disappointed with the service my husband and I received today at Zales. Last year, before I underwent brain surgery, my husband’s wedding ring—which we purchased from Zales—broke within the first year. While I was in the hospital, my husband went to the store and spoke with an associate, who documented the issue and gave him a receipt for the replacement process.
  Today, we returned to the store to complete the transaction. Upon entering, no one acknowledged us—not even a simple “hello” or “we’ll be right with you.” We waited patiently for 15–20 minutes, which was understandable since they were helping other customers.
  When one of the sales associates, *****, became available, he didn’t greet us or ask who was next. He just walked over with an unpleasant demeanor. I first asked about my ring, which we discussed briefly, then we moved on to my husband’s ring. We found a replacement, but when he started the transaction, something didn’t seem right. We were suddenly being charged over $200, despite having a warranty on the original ring.
  When I asked for clarification—simply wanting him to break down the charges—***** became defensive & began raising his voice at me. My husband had to step in and ask him not to yell at me, but instead of de-escalating, ***** became even more disrespectful. It was shocking and completely unacceptable behavior from someone in customer service.
  This isn’t just about one rude employee. The entire atmosphere of the store was unpleasant. No warmth, no professionalism, & no sense that customers are valued. ******* attitude was especially appalling—disrespectful, condescending, & aggressive. After everything, he just said “we’re done,” and walked off.
  Zales needs to seriously reevaluate the staff at this location. Customer service should never make people feel disrespected or like they’re an inconvenience. What was supposed to be a simple transaction turned into a stressful and disheartening experience. Something needs to change.

  

  Business Response

  Date: 04/22/2025

  April 22, 2025
  
  ****** *****
  ***** ***** **
  ********* ** *****
  
  *** *** **** ********
  
  
  Dear ******,
  
  We appreciate the opportunity to respond to your concerns regarding your husband’s
  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 ********* 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.
  We
  would like to clarify that when a ring with our Extended Service Agreement
  (ESA) is deemed unrepairable. We will replace the ring with the same item
  number if available. If not available, a different item can be selected but the
  price difference of the new ring is paid by the customer. The ESA on your
  husband’s ring is fulfilled when it is replaced. We understand that the $200.00
  charge you were quoted was for a new ESA on your husband’s ring.
  Regarding
  your request for a replacement ring without any additional charges, you can
  obtain a replacement ring without purchasing the optional warranty if you wish.
  However, we would not provide you with a free ESA. In addition, any extra
  charges due to a price difference in the ring selected would be paid by you.
  Please contact the ********* store at ***** ******** to make an appointment
  with the store manager for assistance.
  We
  apologize for the inconvenience you experienced in this matter and hope you
  will allow us to provide you with the service you deserve in the future.
  
  Sincerely,
  
  ***** *****
  Customer Connection Center
  
  cc: Better Business Bureau

  Customer Answer

  Date: 04/22/2025

   I am rejecting this response because:

  I understand that there would be some cost involved, and I’m not disputing that. However, the breakdown of the ring’s cost was unclear and poorly explained. More importantly, the behavior of your employees during our visit was completely unacceptable. This issue has not been addressed at all in your response, and it feels as though you’re glossing over how we were treated. That is simply not acceptable.
  This experience reflects very poor customer service, and I strongly believe the employees involved should not be representing your store.
  

  
  

• Initial Complaint

  Date:04/03/2025

  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 my girlfriend an Forever Cherished ring a Vera Wang engagement and wedding band. my girlfriend was with me at the time, and she told them that she wanted a silver or platen ring, she did not like gold at all. The salesperson never told us that this set was gold and never told us that we would have to keep getting the rings sprayed. Every 3 months we were told that we had to bring the rings in for the protection plan, but it is so that they can keep spraying the rings to make them look like silver. This is misleading and bad business. We have asked the local store about whey were we lied to, and what is going to be done about it. They just say keep bringing the rings in. To have two tone rights is not what we paid for. Jared is selling their jewelry at a high price, but they are not getting what we paid for. who wants to walk around with two tone wedding rings. They got our money so they don't care.

  

  Business Response

  Date: 04/16/2025

  April 15, 2025
  
  ******* ****
  ** ****** ***** **
  ************ ** *****
  *** *** **** ********
  
  
  Dear *******,
  
  We appreciate the opportunity to respond to your concerns regarding your purchases
  and the disappointing service you received from our company. We apologize for your
  dissatisfaction in this matter. We have forwarded your service concerns to the district
  manager responsible for the Lithonia 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.
  According
  to our records, you purchased a Vera Wang white gold engagement ring on March
  11, 2023, and a matching white gold wedding band on November 19, 2023. Both
  rings show the abbreviation of “WG” on your receipt for white gold. Due to the
  length of time since the purchase was made, we are unable to confirm what was
  discussed at the time of purchase about which type of metal was preferred at
  that time.
  To
  create white gold, other metal alloys are added to make it lighter in color.
  White gold is then rhodium plated to give it the bright white finish that it is
  known for. The rhodium plating can wear off over time at varying rates due to a
  variety of reasons, such as friction, exposure to water and chemicals, and
  individual body chemistry. With the protection plans purchased on your rings,
  you can bring them in to have them rhodium plated when necessary.
  We
  would also like to clarify that we provide a complementary Diamond Guarantee on
  our diamond jewelry which replaces lost or damaged diamonds in the original
  mountings. To keep this guarantee in effect, we ask that you bring your rings
  to our store every six months for inspection. These inspections are to identify
  and repair any issues that may cause diamonds to become lost, which is for our
  mutual benefit. We do not have any warranties that require inspections every
  three months.
  We
  hope that the above information clarifies matters for you. Due to the purchase
  of your rings being outside of our thirty-day return period, we cannot honor
  your request for a refund or replacement.
  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: 04/22/2025

   I am rejecting this response because: My wife's rings are to tone.  Gold on the band side and white gold as you call it on the frount side.  I do have pictures of what the rings look like when we bought them and what they look like now , and they are not with gold, but gold.  Why else would we keep having them spread  each time we bring them in for a check up.  Your word sound nice, but we wer sold one thing and thnink about would your wife be happy if she had two tone rings.  I can let the TV new people take a look at them and our story. You chose  We will be happy to bring them to the store. 

  The sales people know that we have brought them to the store with the same complaint. 
  
  
  

  
  

  

  Business Response

  Date: 04/29/2025

  April 28, 2025
  
  ******* ****
  ** ****** ***** **
  ************ ** *****
  *** *** **** ********
  
  
  Dear *******,
  
  We appreciate the opportunity to respond to your further concerns regarding
  your purchases and the disappointing service you received from our company.
  As
  previously stated, you can bring your wife’s wedding rings to our store for
  rhodium plating at any time free of charge under your Extended Service
  Agreement.
  According
  to our records, we rhodium plated the rings in January 2025 under your name. If
  you were dissatisfied with the rhodium plating job when you picked them up, we
  could have reapplied the rhodium plating if asked.
  White
  gold rings require periodic maintenance at a varying rate due to friction,
  exposure to water and chemicals, and individual body chemistry. If your concern
  is the length of time that the rings need rhodium plating again, our store team
  members can offer suggestions on things that can be done that may reduce the
  wear on the rhodium plating.
  We
  apologize for your continuing dissatisfaction in this matter.
  
  Sincerely,
  
  ***** *****
  Customer Connection Center
  
  cc: Better Business Bureau
  

  Customer Answer

  Date: 04/29/2025

   I am rejecting this response because:
  
  
  as you can see that this rings are gold.  not white gold and they keep Turing. 

• Initial Complaint

  Date:04/02/2025

  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.

  Zales of Rockwall has made it difficult to receive a refund on the cancellation of my warranty. I purchased it for a ring set back in January of 2023 for approximately $400.About 10 days ago, I requested to cancel it for a partial refund. They said they would look into it, claiming it's never been done before. Zales customer service said the case had been escalated and will be resolved by today.I called *****, the store manager, earlier today and he said they received no word or update. After that, I called customer service and they said they gave this location approval for a refund back on March 24th so ***** lied on not knowing. They then said ***** would only agree to the refund if I come into the store to process it. I now live in ******** and can't go there for the refund. All other stores are nearly 200 miles away as well.Zales refuses to send a check in the mail and is wasting time in order to provide the lowest refund possible, since it's prorated for time within 5 years.

  

  Business Response

  Date: 04/14/2025

  April 14, 2025
  
  ****** *********
  *********************************************************************
  RE: BBB Case 23146786
  
  
  Dear ******,
  
  We appreciate the opportunity to respond to your concerns regarding your warranty refunds and the disappointing service you received from our company. We apologize for your dissatisfaction in this matter. We have forwarded your service concerns to the district manager responsible for the Rockwall 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.
  Your case specialist contacted the ******** store and worked with them to order a $449.21 refund check for your warranties. Please allow up to 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: **********************
  

• Initial Complaint

  Date:04/02/2025

  Type:Order 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 card was used without my consent I even had a police report. They refunded me for the men’s ring and said I will have to send the women’s ring back. Which I did but the account that was used to purchase the ring was my cash app account. That account is now closed which mean I can’t receive my refund. I called 4 different reps to let them know the situation and they told me it was nothing they could do. And that cash app will have to figure out how to get me my refund. Cash app is NOT a traditional bank. I’ve reached out to them and they said the only thing they will do is send the payment back to zales and THATS ALL THEY WILL DO. So I called to let zales know and they still said OH WELL. I tried giving them my new account info they wouldn’t take it. Either send me a CHECK or send me THE RING BACK.

  Customer Answer

  Date: 04/09/2025

  I have my money back thank you 

   

• Initial Complaint

  Date:04/01/2025

  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 3/8 I went to the Store and traded a ring that was purchased from originally several years ago. We went to take advantage of a program where if you trade in your old jewelry, they will apply the what you paid for it, to the new item. I selected a new ring and was told by ***** *******, that I had 30 days to change my mind. She specifically said they would hold my old ring in a safe on site for 30 days. We were given a trade in value of $2,799 and paid $6702.50 in the store. On 3/28 we returned to the store and asked to cancel the sale. Over the weekend they had a 50% off sale which would have been a better deal. We were told the cash register was not allowing them to complete the full refund. They will only refund half of what we paid . I asked for a supervisor and was told to come back to the store the following Monday, the manager was on vacation. I called on Monday was told the same excuse, they are unable to process a refund for the $6,702.50. At this time I would just like the refund and my old ring back. I'm concerned because the 30 day deadline is approaching, and they may keep my original ring.

  Customer Answer

  Date: 04/04/2025

  Hi. We were able to resolve this issue. This can be closed