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:03/26/2025

  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.

  The incident occurred on 2/14/2025 & the price I paid was *****. I purchased a ring in the store they were supposed to have it resized & soldered together to my other ring, they told me it would be back in store for pick up by 02/24/2025 which it wasn't instead it came back into the store on 03/19/2025 almost a month later and it was sized wrong and missing diamonds from the ring they had to send it off again and told me that it would be ready on 03/24/2025 which was another lie because I still don't have the ring they keep saying it will be another 2 days. So they have told a bunch of lies, messed up my original ring and it has been almost 2 months now. So I would like some kind of resolution becuase everytime you call the store they do nothing to try to help or make the situation right.

  

  Business Response

  Date: 04/04/2025

  
  April 4, 2025
  
  *********** *******
  ****************
  ***********************
  RE: BBB Case 23119942
  
  
  Dear ***********,
  
  We appreciate the opportunity to respond to your concerns regarding your rings and the disappointing service you received from our company. We apologize for your dissatisfaction in this matter. We have forwarded your service concerns to district managers responsible for the Bowling Green store and the Design and ************** that worked on your rings 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 picked up your repaired ring on March 26, 2025. We are not the service provider of your credit account and cannot make a billing adjustment. However, we are mailing a $50.00 Kay Jewelers gift card to you that can be used toward a future purchase made in our store or online. Please allow 21 days for delivery.
  We apologize for the inconvenience you experienced in this matter and hope you will allow us to provide you with the service you deserve in the future.
  
  Sincerely,
  
  ***** *****
  Customer Connection Center
  
  cc: **********************
  

• Initial Complaint

  Date:03/25/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a pair of white sapphire inside out earrings on 1-2-2025. On 1-4-2025 we had to return them for repair due to 2 stones falling out(brought stones with). They estimated 1-25 as the return. After multiple phone calls and 2 visits we finally received them back for pickup on 2-22-25. I came again due to a lost stone on 3-21 for another stone falling out (again brought stone). Store says that they cannot give my money back due to being after the 30 day return date. Doing some quick math these have been in my possession for less than 30 days due to the first repair. Called Signet Jewelers whom I assume is there parent company. They have been no help either. So now I have a pair of earrings that I paid the lifetime protection plan for, that every time my wife wears them a stone comes out. I am filing a complaint with the Better Business Bureau on both Zales and Signet as this is clearly a lemon issue and they refuse to refund me for.

  

  Business Response

  Date: 04/03/2025

  April 1, 2025
  *********** ******
  * ***** **
  ************** ** *****
  *** *** **** ********
  
  
  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 in 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, the case specialist working with you on your complaint has
  offered you a refund. Because the store manager, Teaira will need to be
  available to process the transaction, please call the store at ***** ******** to set up an appointment for when you are both available to meet.
  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: 04/08/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I do want to note that i would like the price of the earrings and the insurance refunded.

• Initial Complaint

  Date:03/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a diamond wedding ring guard from them in December of 2023. I was able to wear it for a while but eventually, it started to turn my finger black. To the point I was no longer able to wear it. I took it into the Zales store in the mall in Springfield, MO (3/22/25) where a gentleman tried to diagnose me with a gold allergy or low iron. I explained I have plenty of gold jewelry (some of which I had on at the time) and it does NOT do what this ring is doing. His other options were to send it in and get polished which he told me likely would not work or put clear nail polish on my 14K gold diamond wedding band. I did not appreciate the customer service or being told I have a gold allergy or low iron. If I would have known I was paying a premium for a piece of costume jewelry, I would not have put my trust in them. I expect this to happen to something that is GOLD PLATED and not 14K gold. You should NEVER need clear polish for a piece of jewelry that retails for $1200. I was completely dismissed along with my concerns with complete disregard to the hard-earned money and the trust we put into them for a lifetime piece of jewelry.
  Sales associates should not be talking to customers about what they are and are not allergic to, if they have low iron - out loud in front of a room full of strangers and other customers and should absolutely not be suggesting putting clear polish on fine jewelry. I was treated extremely unprofessionally.

  

  Business Response

  Date: 04/07/2025

  April 7, 2025
  
  ****** **********
  ** *** **
  ******** ** *****
  *** *** **** ********
  
  
  Dear ******,
  
  We appreciate the opportunity to respond to your concerns regarding your diamond
  wedding ring wrap 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 Springfield 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 wedding ring guard is 14kt yellow gold. Pure gold is 24kt.
  However, pure gold is too soft for everyday wear. Other metal alloys are added
  to gold to make it harder and more durable. 14kt gold is 14 parts pure gold and
  10 parts other alloys. While pure gold does not cause skin discoloration, the
  metal alloys can react to environmental, chemical, and biological conditions. The
  types of metal alloys can vary depending upon the manufacturer which is why you
  may have other 14kt gold rings that do not cause skin discoloration.
  Your
  wedding band was purchased on December 22, 2023. We offer a thirty-day return period
  and sixty-day exchange period. Your band is beyond that time. At your purchase,
  you decided against buying a protection plan on your ring. Therefore, we are
  unable to honor your request for a replacement band. We do offer a trade-in program
  for diamond merchandise which allows you to trade-in your band for a credit of
  the purchase price toward a different ring double the credit value. Please stop
  by our store if you are interested in trading in your band.
  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:03/23/2025

  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.

  From 2012 to 2014, I purchased an engagement ring and two bands from Zales online, having them shipped to the Beaver Valley Mall location in Monaca, PA. Each time the rings arrived, I purchased the warranty in-store. My wife diligently followed the required cleanings and inspections every six months until that location closed. Afterward, we continued the inspections at the Boardman, OH location until it, too, closed. Now, with the closest store being in Robinson, PA, that location is listed in our claim.
  
  Zales has confirmed the purchases of our rings but claims they have no record of the warranties, which were purchased in-store. We were informed that warranties were originally tracked on paper before being converted to electronic records. Despite this, our warranty information appears to be missing. We have even had a ring replaced in the past due to issues, demonstrating our warranty coverage. Now, we need a diamond replaced, but we are getting nowhere with the company. We are at a complete loss on how to resolve this situation.

  

  Business Response

  Date: 04/14/2025

  **** *** ****
  
  ***** ******
  **** **** **
  ****** ****** ** *****
  *** *** **** ********
  
  
  Dear *****,
  
  We appreciate the opportunity to respond to your concerns regarding your wedding
  rings and the disappointing service you received from our company. We apologize
  for your dissatisfaction in this matter. We have forwarded your service
  concerns to district managers 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 first like to clarify that we offer a complementary diamond warranty to
  our customers who purchase diamond merchandise. This warranty covers the
  replacement of a damaged or lost diamond in its original mounting provided the
  required six-month inspections take place. This guarantee does not cover the replacement
  or repair work for your rings that a Lifetime Jewelry Protection Plan would.
  As
  stated in your complaint, your diamond guarantees were on paper. Any
  inspections would be documented on your papers. Our store at the Boardman Mall
  closed in January 2022. According to our ******** store manager, there was no
  record of inspections at the ******** store. Because we have no record of inspections for the ring, it is
  not eligible for a free diamond replacement.
  However, if you decide to have your diamond
  replaced by our company, we will reinstate your diamond guarantee which will
  cover lost or damaged diamonds in the future provided the required inspections
  take place. Please bring your copies of your warranties and receipts with you
  to be updated.
  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:03/23/2025

  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.

  A recent purchase of a pair of earrings for $1,070.00, plus a warranty was made by my husband, Kevin Hewston, on 09/30/24, at the Zales Outlet located in Arizona Mills Mall. I immediately noticed that the securing mechanism used on the earrings was like a butterfly back, which is widely known to be less secure compared to other types of earring backs. Given the retail price of these earrings ($2,700.00), I expected a more secure mechanism, such as a screw back, which is typical for jewelry in this price range. The butterfly back used on my earrings is the least secure option and caused me concern from the start. I decided to return to the store and request a change to a screw back. On 11/23/24, while wearing the earrings during my errands, I noticed that one of the earrings had fallen off and was missing. I searched everywhere, including other stores, my car, and home, I could not locate the earring. My husband purchased a warranty for the jewelry, so I went to the store hoping to find assistance. I was informed that the warranty does not cover lost or stolen items. My main complaint is the faulty and insecure butterfly-like back used to secure these earrings. I own other earrings in the same price range, and they all feature a more secure backing, such as a locking or screw back. It is unreasonable that earrings retail priced at $2,700 (plus the cost of the warranty) would come with a backing that offers such little security. With daily wear, or in my case, only wearing those earrings a few times, the risk of losing one or both is almost inevitable with such a backing. I am extremely disappointed by the quality of the backing on this set of earrings, the backing should have been more secure. I am requesting that my missing earring be replaced, as the backing was clearly faulty. I believe this issue stems directly from the inadequate clasp design, and I expect Zales to take responsibility for the security of the jewelry they sell.

  

  Business Response

  Date: 03/31/2025

  ***** *** ****
  ***** *******
  ** *** ****
  ******** ** *****
  *** *** **** ********
  
  
  **** ******
  
  We appreciate the opportunity to respond to your concerns regarding your lost
  earring and the disappointing service you received from our company. We
  apologize for your dissatisfaction in this matter. We appreciate your feedback
  about your experience and will work to improve how these types of issues are handled
  in the future.
  As
  mentioned in your complaint, the warranty your husband purchased on the
  earrings does not cover loss. We regret your dissatisfaction with the earrings
  backs, but we have no record of you or your husband bringing them back to the
  store to have the backs changed. Therefore, we are unable to replace your lost
  earring 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
  
  

• Initial Complaint

  Date:03/22/2025

  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.

  The Transaction Occurred on the 28th of February 2025. I went to banter as I have always. I normally purchase a gold nose ring and nothing else. I was told about the new item, Permanant jewelry. I was excited to hear about having an ankle and a bracelet and not having to remove it. I was informed because the item is Permanant, it was unable to be returned. I love the staff, they were patience, detailed, and have great customer service skills; However, the advertisement of Permanent jewelry is false. The very next day, the anklet fell off. I went back to the store and had it put back on. Within a week's time my daughters anklet came off and mine fell off an additional 3- 4 times. The last time, last week, i went back to the store to have it replaced but they ran out of the valentino chain. I have to wait until the order comes in. I asked if i could exchange the permenant bracelet with an actual anklet bracelet and i was told no, i could not. Instead, i could buy a clasp for it and add it for an additional 45 dollars. This would take away from the purchase as permenant jewelry and it would still be non- refundable. I spent 300 dollars to have Permenant jewerly be replaced 4-5 times a month or not replaced at all due to inventory. I did reach out to the corporate office who says the oversee Banter, however, i was told they were not able to do anything for me because the item is permenant.

  

  Business Response

  Date: 04/03/2025

  April 2, 2025
  **** ******
  ******************************************************************
  RE: BBB Case 23103959
  
  
  Dear ****,
  
  We appreciate the opportunity to respond to your concerns regarding your permanent anklet and the disappointing service you received from our company. We apologize for your dissatisfaction in this matter. We appreciate your feedback about your experience and will work to improve how these types of issues are handled in the future.
  Permanent jewelry is a custom fit 14kt gold chain that is welded together with the intention of long-term wear. However, care should still be taken to avoid catching or pulling the jewelry and damaging it. As you stated in your complaint,permanent jewelry is not eligible for a return. Therefore, we are not able to honor your request for a refund. However, you can have a clasp added to your anklet as suggested by our store team members.
  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:03/19/2025

  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.

  Banter is owned by Signet Jewelers. I bought a $75. gift card from Banter, lost it before it was used.According to Banter’s website they will issue a replacement gift card as long as you have the receipt. I have original receipt so took it to the shop where purchased but they said they couldn’t help and to call customer service which I did, I sent them a photo of the receipt and eventually I received an email to go back to the store and they would replace gift card, I went back 3 times but girl at the shop said they never received any instruction from their customer service department. I contacted customer service again and told them about it and they said they were still investigating, having trouble finding the upc number for my gift card, something like that and I never heard from them again. I emailed them but they are ignoring me. The fact that it’s stated in their policy that they would honor the original receipt is why I can’t understand their actions. There is an invoice number and scan bar on the receipt so how difficult can it be to find it. I was in retail for 46 years and never heard of this kind of customer service

  

  Business Response

  Date: 03/25/2025

  March 25, 2025
  ****** *****
  *** *** **
  *********** ** *****
  *** *** **** ********
  
  
  Dear ******,
  
  We appreciate the opportunity to respond to your concerns regarding your gift
  card 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 managers responsible for the Monroeville store and
  management for the Customer Connection Center to review and address with the
  team members involved.
  We
  are mailing a $75.00 Banter gift card to you as requested. 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: 03/26/2025

  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:03/17/2025

  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.

  I have 1 1/2 carat diamond ring that I take in every six months for cleaning as part of the Lifetime Diamond Commitment warranty by Zales. On December 16, 2024 I brought it in to the store for regular inspection and cleaning. The store employee inspected the diamond ring to pass inspection. Then proceeded to the cleaning stage. Several minutes later the employee comes to me and says one diamond fell out during cleaning. She handed me the ring and the loose diamond in a plastic bag and stated we can send it out for repair but there is a charge and may take a several days or weeks.
  
  I decided to wait to think about it and returned the next day about a repair to be done either under my warranty or at their expense.
  An employee researched my purchased for this ring from 2021 and stated the type repair needed is not part of my warranty and the cost would be my responsibility.
  
  I am not in agreement with this assessment because the diamond ring was inspected and then cleaned by an employee and is the employee's mistake and error, not mine. The employee was careless and is the fault of the employee for the damage. I did not bring the ring in damaged and it was not losing any diamonds. I am not responsible for its repair and believe this is a Zales responsibility. In order for this matter to be resolved, the Zales store needs to repair the ring at no cost to me. If they do not, I will seek legal advice on this matter.

  

  Business Response

  Date: 03/31/2025

  ***** *** ****
  **** *****
  *** **** ****** *****
  ***** ******** ** *****
  *** *** **** ********
  
  
  **** *****
  
  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 in this matter. We have forwarded your service
  concerns to the district manager responsible for the Cedar Hill 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.
  We regret the confusion about whether your diamond
  should be reset after it became loose while in our possession.  We understand that our store manager **** has
  contacted you to arrange a meeting with you so that we can reset your diamond
  free of charge.
  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:03/17/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I brought my Tisso watch in for a cleaning under warranty from Jared on 11/14/2024 as instructed to do (when I originally purchased the watch I bought their extended warranty which came with 1 cleaning) before the Jared extended warranty coverage with the watch expired.
  
  I was told it would be cleaned and returned on 12/14/2024 unless upon inspection there was any damage found (also covered under the extended warranty) which could extend the repair time.
  
  12/14/2024 came and went with no call or notification. I called the first week of January (given it was the holidays I figured factories were likely closed) and was told because of the holiday's watch cleanings were backed up and it would be a couple more weeks.
  
  I was also told originally my watch was at a Jared facility being cleaned/inspected and that they did find some issues. Because there were more than 3 issues found it was likely going to be a complete replacement of the inside of my watch mechanism so it would be a couple of week so parts.
  
  I waited a few more weeks and called back and was told that the Jared repair facility was not able to repair it so they sent it to Swatch (can repair Tisso watches) and it would be there for 4-6 weeks for inspection, cleaning and repair. I asked several times what the issue was because when I originally dropped it off, it was functioning fine.
  
  I've sense called back several times and keep being told the same thing with know real status, what the issue is, why it's taking so long. I would like my watch back fixed, cleaned and functioning or a new watch. This was a gift from my wife and I have now been without it since 12/14. Jared has been very hard to communicate with. I've been to the store and called and get the same story. Please help.
  
  I've spoken with a manager and store manager multiple times about my watch.

  

  Business Response

  Date: 03/31/2025

  March 31, 2025
  ***** ********** ***
  ***** ******** **
  ****** ***** ** *****
  *** *** **** ********
  
  
  Dear *****,
  
  We appreciate the opportunity to respond to your concerns regarding your watch
  repair and the disappointing service you received from our company. We
  apologize for any confusion about how long your watch would be gone for repair.
  We have forwarded your service concerns to the district manager responsible for
  the Orland Park 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, Swatch Group informed
  us they need an eight-week turnaround time once they received the parts needed
  for the repair which occurred on January 23, 2025. Your watch returned from
  repair on Match 25, 2025 and you have picked it up.
  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: 04/06/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********.  I am reluctantly accepting this response because I feel like I don't have a choice.  If I reject nothing further will come from this complaint.  I feel the communication and follow up from the business was only expedited because of this complaint.  I will likely not do business with this company going forward and I will express the same with my family and friends about my experience, so they won't go through a similar issue.

  Sincerely,

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

• Initial Complaint

  Date:03/13/2025

  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 am writing to formally express my disappointment with the service my fianc, ***** *******, and I received at your *******, ** location during our recent visit. We have been loyal customers, as ***** previously purchased both my engagement ring and wedding band from Zales. However, this experience left us frustrated and disappointed.During our visit on Monday February 24th, we were assisted by a salesperson who was condescending and rude. We were shopping for my wedding band, which we purchased for $1,500. While discussing our needs, ***** also expressed interest in purchasing his own wedding band. However, the salesperson completely disregarded him and failed to offer any assistance. It seemed that once she realized she was securing a commission from my ring, her attitude shifted, and she no longer showed interest in helping us **************** for wedding rings is a special experience, and we expected to be treated with the same level of respect and professionalism that we have received in the past. Unfortunately, this visit left us feeling dismissed and unappreciated as customers. We chose Zales for such an important purchase because of its reputation, but this experience has caused us to reconsider that decision.We hope that ***** takes this feedback seriously and addresses the issue to ensure that future customers receive the attentive and respectful service they deserve. We would appreciate a response regarding how this matter will be handled.Update - We went back to ***** the other day only to discover that my engagement ring is pre owned and they never told my ***** but apparently charged him a crazy price still. What kind of business is this?

  

  Business Response

  Date: 03/25/2025

  March 25, 2025
  ****** *****
  ******************************************************
  RE: BBB Case 23060397
  
  
  Dear ******,
  
  We appreciate the opportunity to respond to your concerns regarding your wedding rings 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 Yonkers store to review and address with the team members involved. We appreciate the feedback about your experience and will work to improve how these types of issues are handled in the future.
  Because you are not the purchaser of your engagement ring, we are unable to provide the purchase details to you. The ring is beyond our return period and not eligible for a refund. If Mr. ******* has concerns regarding his purchase, he can call the ************************** at ************** 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,
  
  ***** *****
  **************************
  
  cc: **********************