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

1,136 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:03/01/2025
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 ordered a very overpriced piece of jewelry it comes in and its absolute trash. I returned the item and it has been 3 weeks since its return I still have not received a refund or any help at all.
Business Response
Date: 03/11/2025
March 7, 2025

Argishti Tagavor
**************************************************************

RE: BBB Case 23007600

Dear Argishti,

We appreciate the opportunity to respond to your concerns regarding online order refund and the disappointing service you received from our company. We apologize for your dissatisfaction in this matter. 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 order was refunded on March 6, 2025. Please allow three to five business days for the credit to appear back on your account.
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:02/28/2025
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 filing a complaint against Kay Jewelers for failing to honor the extended warranty on my wedding ring. My husband purchased the ring less than two years ago, but I only started wearing it after our wedding. Shortly after, the main diamond fell out completely, which is clearly a manufacturing defect.

When I reached out to both the store and customer service, they refused to cover the repair, citing missed inspections. However, this policy is misleading—how could I be expected to take a brand-new, unworn ring for inspections every six months when my husband had it before the wedding? Neither the store nor customer service made this requirement clear at the time of purchase.

This experience has been incredibly frustrating. My engagement ring from Kay, which I’ve had for five years, still has all its diamonds intact. Yet, a newer ring lost its main stone, exposing poor craftsmanship. Kay Jewelers seems more focused on profits than customer satisfaction, and their warranty policies do not align with what they advertise.

I am requesting BBB’s assistance in holding Kay Jewelers accountable for their misleading warranty policies and getting this issue resolved fairly.
Business Response
Date: 03/14/2025
March 14, 2025

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

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

Dear ********,

We appreciate the opportunity to respond to your concerns regarding your wedding
ring and the disappointing service you received from our company. We apologize
for your dissatisfaction in this matter. 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. The need for inspections is explained at
purchase and a brochure showing the months that the inspections are due is
provided to the purchaser.
In
addition, we offer an extended service agreement which is available for
purchase during the first year after the purchase. The Extended Service
Agreement covers repair work which may be needed during the course of normal
wear and tear of the ring. This plan does not cover diamond replacement.
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.
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
Initial Complaint
Date:02/28/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Kays Jewelers $5,900 ring broke twice - second time went to pick it up and the rep stated the ring was stolen by UPS. I didn't receive a phone, email or any messages about the ring being stolen.
Business Response
Date: 03/10/2025

March 10, 2025

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

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

Dear *******,

We appreciate the opportunity to respond to your concerns regarding your ring
and the disappointing service you received from our company. We apologize for
your dissatisfaction in this matter.

We were not able to find a purchase or repair under your name. If your name is
different now than it was when you purchased your ring or had it repaired in
2023 or if it was purchased by someone else, please provide the name as it
appears on your receipt, and we will investigate your concerns further.

Sincerely,

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

cc: Better Business Bureau
Initial Complaint
Date:02/27/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I was in the zales outlet in grove city PA at the beginning of February. I ordered a ring and per the gentleman that sold me the ring, it would be shipped to that store and I would be called. I never received a call. I called to follow up to find out where my ring was. I was told by the first girl that it was in store and they had it and she would mail it out to me. When I called back, she said that she got busy. I asked her if she had it and she beat around the bush. She told me that the manager would have to tell me what’s going on. When the manager called me, he was less than helpful and couldn’t give me any more information, told me that he mailed it out on Monday to the address I gave him. I finally got a tracking number and the shipment was mailed to an address I lived at 2 years ago! I never would have given him that address! Plus that is not the address on my license that he took.
Business Response
Date: 03/14/2025

March 12, 2025

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

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

Dear ******* ************

We appreciate the opportunity to
respond to your concerns regarding your ring and the service you received at
our Grove City Premium Outlet store. I am very sorry to hear of your
experience.

At Zales, it is our goal is to exceed
our customers' expectations, and I appreciate the opportunity to respond when
there is a concern.

I looked into your concerns and see you
purchased the ring at the store on February 8, 2025 and your ring was sent to
our jeweler for sizing. The address listed on your repair paperwork is for an
address in Lisbon, OH which is also the only address we have for you in our
system associated with your phone number. Your ring was received back at the
store on February 17, 2025.

I spoke with the store manager **** and he told me he did ship your ring to the address listed on your repair as he
had no other address. He contacted UPS to try to get the package back from
them.

Because UPS was unable to retrieve the
package, **** processed a return and full refund for your purchase on March 6,
2025. The refund was applied to your original form of payment. I am including
copies of both receipts with this response for your records.

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

Sincerely,

***** *******
Specialist, Customer Connection Center
Business Response
Date: 03/14/2025
See attached receipts
Customer Answer
Date: 03/14/2025
I am rejecting this response because:

That is not the address I gave the store representative. You can’t even get your resolution correct. In one paragraph, you say the ring was received back at the store location and the next paragraph you state that ups was unable to retrieve the package back. The house in Lisbon is my old address. I gave the gentleman my drivers license (which has my current address on it) and the gentleman confirmed that the address on my drivers license was the correct address. He never updated it in the system to the new address! He didn’t even update my last name. I must have bought something in that store prior to being married over 13 years ago. It’s definitely the stores fault for not updating the address in the system. That is not the address I gave him! I will gladly send you a picture of my drivers license.
Business Response
Date: 03/24/2025

March 21, 2025

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

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

Dear ******* ************

We appreciate the opportunity to respond to
your further concerns regarding your ring and the service you received at our
Grove City Premium Outlet store.
We apologize for any confusion regarding your
ring. It was received from repair at the store on February 17, 2025. It was
then shipped to your old address in Lisbon in error and refunded to your
original form of payment on March 6, 2025.
We apologize for your continuing
dissatisfaction in this matter.

Sincerely,
***** *****
Specialist, Customer Connection Center

cc: Better Business Bureau
Customer Answer
Date: 03/24/2025
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.

its been resolved. A refund was processed. Although I will never shop there again because of the multiple lies I caught them in.
Initial Complaint
Date:02/27/2025
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 displeased overall with the integrity shown by the employees and management of Jared. I purchased an engagement ring from Jared for my wife in 2024. Within the first six months, one of the diamonds on the band came loose and fell off/was lost. Part of the protection plan I purchased covered the replacement. Upon bringing the ring in, I was promised by employee ***** that the diamond would be replaced, alterations would be made to limit future similar situations, and the ring would be sized up to allow two additional wedding bands (purchased from a different business) would be soldered together with the engagement ring, for free. Upon bringing the rings in less than a month later, the engagement ring from Jared was not sized correctly, and I was advised from ***** and her manager that I would have to pay an additional $140 to have the rings sized and soldered together. I reminded her of our previous conversation, and she disregarded the conversation. Not only did she not provide the service that she initially promised, but also made assumptions and accusations of how much worse the outside rings were compared to the Jared ring, because they weren’t from Jared. The way my wife and I were treated are making us consider never returning to that store, and driving farther distances to deal with another Jared for any future needs. I believe honesty and integrity are traits that should stand in all business, and unfortunately I am feeling as though I am a victim of a crime leaving the Jared store today.
Business Response
Date: 03/14/2025

March 12, 2025

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

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

Dear *****,

We appreciate the opportunity to respond to your concerns regarding your
engagement 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 managers responsible for the Brookfield store to
review and address with the team members involved. 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 on the ring you
purchased from our company only covers the engagement ring. Typically, you
would need to pay extra to have rings not covered on the plan sized and soldered
to your engagement ring. However, because of our store team member’s promise,
your repair work was completed free of charge and picked up on March 1, 2025.
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:02/27/2025
Type:Billing 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.
After recently reviewing my credit report from your company, I noticed several inaccuracies that need to be addressed. The accounts in question are listed below:
Company Name: CCB/ZALES
Account #: ****************
Balance:$0.00
Under the Fair Credit Reporting Act (15 U.S.C. § 1681g), I am formally requesting copies of all documents in your records that were used to verify the accuracy of these accounts. Please provide these documents in your response to this letter.
I respectfully ask that you do not reply with a generic statement claiming the accounts have been verified. Instead, I expect to receive the actual records supporting this verification. If no such documentation exists, these disputed accounts should be removed from my credit report immediately, as required under Section 611(a)(5)(A)(i) of the FCRA.
Including unverified or inaccurate information on my credit report—and continuing to share it with third parties—unfairly damages both my credit standing and my reputation. I ask that you take this matter seriously and resolve it as soon as possible.
Business Response
Date: 03/03/2025
March 3, 2025

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

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

Dear ******** *********

We appreciate the opportunity to respond to your concerns
regarding your Zales credit account. I apologize for your dissatisfaction.

Please be advised, Zales credit
accounts are managed by a third-party financial institution; therefore, we do
not have control of or access to your account.

For further questions or concerns
regarding your credit account, please contact your credit provider directly.
Our records indicate your credit provider is Comenity Capital Bank. They can be
reached at: ***************

I apologize for your any inconvenience
this has caused.

Sincerely,

***** *******
Specialist, Customer Connection Center
Initial Complaint
Date:02/27/2025
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.
has to do with the credit card company they use comenity bank a bread financial company.
when i first purchased my item i thought i was on the 12 month deferred plan but wasn't.
so i was told to return the item and repurchase it under the 12 month deferred interest plan.
come to fine out there still charging me interest after making two trips to the store.now the card company is telling me to go back to the store and repurchases again and theres nothing they can do because the store did something wrong.i thing this is misleading ........
Business Response
Date: 03/14/2025

March 14, 2025

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

Dear *******,

We appreciate the opportunity to respond to your concerns regarding your credit
account and the disappointing service you received from our company. We
apologize for your dissatisfaction in this matter. Your feedback about your
experience and will work to improve how these types of issues are handled in
the future.
We
contacted your account’s service provider, Comenity Bank. They have converted
your purchase to their 12-month finance plan. You will receive a letter from
Comenity confirming this is completed.
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:02/25/2025
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.
[[BBB transcription via mail, see attachment for complete complaint details]]

I ordered a birthstone ring for my Granddaughter in *****. I ordered two rings by accident. The first ring was order #************** and listed me as the purchaser (***** *********). That ring was delivered to my Granddaughter (******* ********* in *****). I didn't know a second ring was accidently ordered. When I discovered a second ring was ordered I called Kay Jewelers to report it. They said that when the ring is delivered it should be refused and it would go back to Kay Jewelers. The second ring was never delivered to *******. I found out that when I ordered the accidental order I listed my granddaughter as the purchaser. Because of that purchaser mistake, they would not refund my money. That accidental order was #**************.
Business Response
Date: 03/03/2025

March 1, 2025

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

Dear *****,

We appreciate the opportunity to respond to your concerns regarding your order
and the disappointing service you received from our company. We apologize for your
dissatisfaction in this matter. We have forwarded your service concerns to management
of the Customer Connection Center to review and address with the team members
involved. 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 second order was delivered on February 27th due
to a weather delay. Your granddaughter can either take the second ring to a
store for a refund or go online for a free return shipping label at **************************************************************
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: 03/03/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Initial Complaint
Date:02/23/2025
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.
I bought a natural 2 Ct., GSI Certified, princess cut diamond from KAY Jewelers. I took it to another jeweler and found a setting I wanted to have it placed in. That jeweler who has been in business for 50 years and reputable told me the diamond is fracture filled and refused to set it into a new ring because of the poor quality. My certificate clearly states that this diamond has Not been altered. If a diamond has been altered then by law it must be stated. I called Kay Jewelers corporate office to resolve this issue. They looked at a virtual vault to see the diamond in question and immediately told me that yes in fact this diamond does not meet their quality standards and should not have passed and been sold. They then told me they would return or exchange it. I was instructed to bring it in to a store and speak with the manager. I did just that, and was told by the manager that she spoke to corporate and they would get diamonds in for exchange. Over a week later I receive another call from the corporate office this time telling me I would have to bring the ring back into the store and have it sent out for an appraiser to look at it and then they would maybe exchange it but no promises. I have stage 4 cancer. This diamond was bought to be passed down to my daughter. Time is of the essence for me. Corporate is going back on their word and dragging this out. I want the diamond exchanged as initially promised. The diamond is attached to guard ring. I would like to return that ring. When I visited the store as I was instructed I picked out a new ring to put the diamond in. I feel with all the embarrassment, hassle, my time, the fact that I did not receive what I paid for, the poor quality that another jeweler refuses to touch it, corporate admitting it shouldn't have passed quality control but it did I feel I'm owed a diamond of greater or at least the same quality I paid for and the setting of my choice in exchange for the rings that I originally purchased.
Customer Answer
Date: 02/23/2025
See attachments. FTC guidelines. Text message, communication between myself and the store manager. It states that she spoke to someone at the corporate office and they agreed it shouldn't have passed inspection and they discussed having diamonds sent in to the store so we could do an exchange. It was escalated up and that's when I received the call and was told different information this time. I was to bring the ring back in to be sent out for an appraisal that would take at least two weeks and they went back on their word and I quote there's no promises of any kind or an exchange but we'll look at it and decide.
Business Response
Date: 03/10/2025

March 10, 2025

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

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

Dear *********,

We appreciate the opportunity to respond to your concerns regarding your certified
2ct diamond 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 O’Fallon store and
management of the Customer Connection Center to review and address with the
team members involved. 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 do not sell fracture filled diamonds. Your
diamond was evaluated by five gemologist who confirmed your diamond is not
fracture filled and is the same clarity grade shown on your diamond
certification. Although the diamond matches the certification, we have offered to
replace your diamond and discount a new mounting by 10% if you wish you to
purchase a new mounting.
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: 03/11/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is somewhat satisfactory to me. I'd like the diamond replaced as soon as possible. I was told some would be sent immediately so they should be at the store by now but I've heard nothing. It's been two weeks. I'd like to return the enhancer for a full refund because it's attached to the diamond. I will pass on the 10 percent discount offered on the setting. When I worked for Kay's we did that and more on a regular basis. I do not consider that any kind of a special offer. I would like a GIA Certified diamond. I have read up on how unreliable GSI is. Thank you and I'll wait for your response back.
Customer Answer
Date: 03/21/2025
They have offered to exchange my diamond but I've not heard anything at all from anyone!! They still have my diamond in their possession. So nothing has been resolved. They have not followed thru with anything they have ever committed to. What do I do? I've been told twice, once before, and now after this complaint. that they would exchange the diamond. I've done everything they've asked of me they have done nothing in return!
Business Response
Date: 03/31/2025

March 31, 2025

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

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

Dear *********,

We appreciate the opportunity to respond to your further concerns regarding
your certified diamond and the disappointing service you received from our company.
Your
case specialist left a voicemail message with you on March 27th with
an update. The store has received a couple diamonds for you to look at. Please
stop by the store at your convenience. If you have any questions, please
contact your case specialist.
We
apologize for your continuing dissatisfaction in this matter

Sincerely,

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

cc: Better Business Bureau
Customer Answer
Date: 03/31/2025
I received that message that was left on my voicemail. I returned the call at the phone number and extension that was left for me on my voicemail. There was no answer so I left a message to please call and contact me. I've not received a call back yet. I do have questions still so I'm hoping to connect with someone soon.
Customer Answer
Date: 04/01/2025
[[BBB transcription via phone call]]

Consumer has attempted to contact and has not heard back but left messages. Consumer would like to receive a call back concerning her questions with the diamonds related to quality and certificates. Consumer also stated the manager has to be present and will be in meetings this week however would like to set a time to meet. Consumer is available any day of the week next week preferably in the evening after 5pm if possible. Consumer also wants to ask if the diamond is satisfactory, due to time constraints, can the business give them the diamond and refund the band. Please contact back to discuss.

Business Response
Date: 04/07/2025

April 7, 2025

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

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

Dear *********,

We appreciate the opportunity to respond to your further concerns regarding
your certified diamond and the disappointing service you received from our company.
We
forwarded your questions regarding diamond quality to your case specialist. If
you have not yet stopped by the store, please call ************ to set up an
appointment to meet with the store manager.
Regarding
your request for a refund on your ring’s mounting, our records indicate that
you purchased the ring as an employee on January 9, 2019. The mounting was not
sold separately and not available for a refund. As previously stated, if you
wish to purchase a mounting from us, we can discount a new mounting 10%.
We
apologize for your continuing dissatisfaction in this matter

Sincerely,

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

cc: Better Business Bureau
Initial Complaint
Date:02/22/2025
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 2/15/25 I was told by a sales associate they can resize my existing wedding band. We agreed to have it resized from the original size 7 to a larger 8.5 we paid 79.00 plus tax so 85.81 usd and was told I will be notified when they complete the work. We were contacted that the ring was completed. Upon arriving we noticed it looked smaller than before and was told it was 6.5 now. The size on the receipt said customer desired size was 8.5. They did the opposite of what we paid for. Now they have sent it out again to further destroy my ring to fix their incompetence. I wasted my time, fuel and money on a service that was not completed as requested and paid for in advance of the service. I was offered no compensation for the error they caused or the time and fuel that I spent to pick it up and that I will have to spend again when the work is hopefully completed. The incompetence of the sales associate, repair facility and any quality control person is obscene. The sales associate also took the original receipt and never returned it to me showing the original request.
Business Response
Date: 03/05/2025

March 5, 2025

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

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

Dear ******,

We appreciate the opportunity to respond to your concerns regarding your 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 managers responsible for the Huntington Station store to review and
address with the team members involved. Your feedback about your experience and
will work to improve how these types of issues are handled in the future.
According
to our records, your ring is ready to be picked up at the store. Our store
manager will be refunding the repair charge of $85.81 to your credit card.
Please stop by our store at your convenience with a copy of this letter.
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: 03/08/2025
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.

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