Signet Jewelers

August 25, Dear *** ***: We appreciate the opportunity to respond to your concerns regarding your credit account and your request for a refundWe located the credit account to which you refer in your complaint, and we confirmed that the name on our account is associated with
the name under which you submitted your complaint We are unable to confirm your allegation that one of our store team members told you your initial credit limit was $8,When your application was submitted and approved on April 18, 2016, the credit limit that was granted to you was $6,However, as stated in Section of our Retail Installment Credit Agreement, which you received when you opened your account, we may, at our discretion, permit you to make a purchase in excess of your stated credit limitOur records show that you financed $7,in merchandise on April 18, This is not a permanent increase to your credit limit Our interest rates and finance plans are also explained in the Retail Installment Credit Agreement, which you received when you opened your accountAccording to our records, our Guest Relations Representative converted your purchases from our regular plan to our month plan without the normally required 20% down payment as a customer serviceWe also offered our month no interest plan which you refusedUnfortunately, we do not have an interest plan with an APR lower than 14.99% and more than months no interest We have forwarded your service concerns that the store staff did not provide you with a CD and certificate for your purchase to the district manager for reviewShe will investigate further and take the remedial action neededRegretfully, we cannot honor your request for a refund for the watchOur return period is thirty days from the date of purchase as stated on your receiptYou can watch videos or download instructions on how to operate your watch on Citizen’s website at *** While we are not able to lower your interest rate from 14.99% or return your watch, we have rebated the three months of finance fees from your credit account for a credit of $ We apologize for your dissatisfaction in this matter Sincerely, Vicki CResolution Specialist

September 8, 2016 Remedy #: *** Dear Ms***: Thank you for contacting us again with your dissatisfaction of our store’s service and for giving the correct name of the store team member involvedAs printed on our receipts and on signs in our storesOur return period is days from the date of purchase and days for exchangeWe regret if our store team members’ lack of follow caused you to miss this deadline We are offering to allow the option to exchange your merchandise within the next thirty days at any of our Kay Jewelers stores in your areaThe purchase price including any traused will be exchanged for a ring or rings of equal or greater purchase priceYou are not required to select merchandise double the price paid for your current ring As compensation for your frustration in this matter, we are mailing a $Kay Jewelers gift card which can be used in the exchange or towards other merchandisePlease take this letter to a Kay Jewelers store prior to October 8, for assistance We apologize for your continuing dissatisfaction in this matter Sincerely, Vicki CResolution Specialist cc: Revdex.com

Initial Business Response /* (1000, 5, 2015/12/17) */
December 17,
Dear *** ***:
We appreciate the opportunity to respond to your concerns about the service you received from our *** Street storeWe have forwarded your service complaints to the district manager over the store
He will investigate and take the needed remedial action with those involved to prevent a reoccurrence
Our records indicate that you picked up your ring on December 9, We recognize the importance of your jewelry to you and understand your distress that you did not receive detailed information as to when your ring would be readyAs compensation, we are mailing a $Kay Jewelers gift card which you can use in store or online
We apologize for your dissatisfaction in this matter
Sincerely,
Vicki C
Resolution Specialist
cc: Revdex.com

Initial Business Response /* (1000, 5, 2016/03/17) */
March 17, 2016
[redacted]
Dear Mrs. [redacted]:
We appreciate the opportunity to respond to your concerns regarding your wedding band and the service you received from our company. We have...

forwarded your service complaints to the district managers over the store and the repair shop. They will investigate and take the remedial action needed to prevent a reoccurrence.
We would first like to clarify the terms of our Diamond and Gemstone Guarantee. Our Guarantee is a complimentary warranty we give all our customers who purchase jewelry with diamonds, emeralds, rubies, and sapphires. This warranty replaces aforementioned stones if they become chipped or missing from the mounting and requires documented inspections every six months to remain valid. The purpose of the inspections is to prevent the loss of a diamond, emerald, ruby or sapphire, which is to our mutual benefit.
We reviewed your complaint regarding the repair of your wedding band and found the details in your complaint to be accurate. We have policies and procedures in place to protect our guests' jewelry while it is in our possession for repair. Unfortunately, human error can still occur. We recognize the importance of your wedding ring and understand your distress that this damage occurred and for the length of time it has taken to find a replacement emerald to meet with your approval.
Our records indicate that your ring was completed, and you picked it up at our store on March 15, 2016. The Customer Care Department has authorized the return of your Extended Service Plan as you have requested. If you have not received a refund on the plan, please take your receipt with the purchase to the store nearest you for a refund.
We apologize for your frustration and the inconvenience you have experienced in this matter.
Sincerely,
Vicki C[redacted]
Resolution Specialist
cc: Revdex.com

Initial Business Response /* (1000, 5, 2015/09/18) */
September 18, 2015
[redacted]
[redacted]
Dear Ms. [redacted]:
We appreciate the opportunity to respond to your concerns regarding your engagement ring and the service you received from our company. We...

take our guests' concerns regarding the service we provide very seriously and have forwarded the issues you have related to the district manager over the store and the supervisor of the Customer Care representative mentioned. They will investigate further and take the needed remedial action with those involved to prevent a reoccurrence.
We recognize the sentimental value of your special ring to you and understand your distress in this matter. We have policies and procedures in place to care for our customers' jewelry while it is in our possession. Unfortunately, human error can still occur. As stated on our repair tickets if an item is lost or damaged during repair, replacement merchandise of similar value is given. Our store manager attempted to follow this procedure when she offered a replacement ring while you were in our store. We regret that this distressed you further.
According to our records, we recovered your original ring and the purchaser returned it for a refund. We are sorry that this incident caused you to lose faith in our company and to end your business relationship with our company. We hope that in the future you may come to change your opinion of Kay Jewelers.
We apologize for your frustration and the inconvenience you experienced in this matter.
Sincerely,
Vicki C[redacted]
Resolution Specialist
cc: Revdex.com

Initial Business Response /* (1000, 6, 2015/07/02) */
July 2, 2015
Dear Mr. [redacted]:
Re: CFPB complaint # [redacted]
We appreciate the opportunity to respond to your concerns regarding your credit account. We located the credit account to which you refer in your complaint, and we...

confirmed that the name on our account is associated with the name under which you submitted your complaint.
We would like to clarify that we do attempt to contact our customers when payments are missed in an effort to resolve any issues they may be experiencing and explore options together. It is our policy to immediately cease communication to the place of employment upon request from any party. In addition delinquencies are not reported to the credit bureaus until accounts are thirty-one days past their due date, which occurs after two consecutive billing periods have passed without a payment.
We investigated your complaint and found the following with respect to your credit file information:
On June 8, 2013 you opened a credit account with our company, Kay Jewelers, and financed a purchase of $132.61 on a regular interest bearing plan. A $25.00 down payment reduced your financed account balance to $107.61.
Your minimum monthly payments of $25.00 were due on or before the 8th of each month.
The first billing period in which a payment was owed was July 2013. No payment was received. The August 2013 billing period also passed without a monthly minimum payment. That was the second consecutive billing period without a payment and the 30 day delinquency was reported at that time.
We received the first monthly payment from you at the end of August; our records indicate that you made a $75.00 payment on August 29, 2013 which satisfied the two prior missed payments as well as the payment that was due on or before September 8, 2013. This payment was processed with a representative from our collection staff.
The October 2013 billing period passed without payment received; you paid the remainder of your account balance of $62.44 on October 16, 2013.
Between March 2014 and April 2015, you submitted several disputes to the credit reporting agencies. With every dispute, we timely responded and verified that your account information was reporting correctly.
On May 9, 2015, in a letter you submitted directly to us, you requested a good will adjustment due to financial hardships you experienced in 2013. In that letter, you stated you were pleased with the service you received from our company and you took full responsibility for the late payments. We clarified we are unable to make such adjustments to accurate credit data that we report. This is to ensure we maintain the integrity of the credit reporting system.
We also reviewed our call history and recordings related to your account. We found the following related to our attempts to reach you, both at your home number and your place of employment:
We attempted to reach you at your home phone beginning on July 15, 2013. This is standard for all our guests when the first month's payment is missed.
We did not begin attempts to reach you at your place of business until the second billing period, on August 16, 2013, after our messages at the home number went unanswered.
On August 22, 2013 we received our first contact from you in response to a message left at your work number. The representative informed you that you were calling Kay Jewelers and that your account payment was past due. There was no discussion regarding an online payment or an incorrect bank number at that time as you assert in your complaint. In addition there were no requests to stop calling your place of employment or that any issue had surfaced based on our prior attempts to reach you there.
Once the payment above was set up by our representative, all calls to any number we have on file ended, including your place of employment. On October 16, 2013 you contacted our company in response to a voicemail left at your home number. The voice mail is the only record of communication we have on file for the November billing period. You paid the remainder of your account balance during this interaction, after the representative clarified the prior payment was not sufficient to do so. Since you responded promptly and paid, no attempts to your employer were necessary at this time. During this interaction you requested to cancel the Payment Protection Plan from your account. The representative misunderstood your request and closed your credit account in error; the representative informed you of the error at that time. He attempted but was unable to re-open the account for you and apologized. There was no further discussion or requests to re-establish the account.
.
We are obligated by the Fair Credit Reporting Act to accurately report your payment history with us to all credit bureaus. Our records indicate the information we are reporting is correct. Therefore, we cannot remove the negative payment history as you have requested. We hope the information above helps to clarify the matter for you.
Sincerely,
Vicki C.
Resolution Specialist

I am rejecting this response because:
I feel as though I shouldn’t have to pay for a ring that I didn’t have for almost 2-3 week as it was a faulty ring.

January 11, 2017 Re: Revdex.com Case # [redacted] Dear Mr. [redacted]: Thank you for contacting us again with your service concerns. We understand that your complaint was forwarded to management in the Customer Care Department and that you have accepted her offer of an increase to the account credit amount of $500.00 to  $910.00. In addition, your remaining account balance has been placed on our 12 Month Interest Free Program. We apologize for your continuing dissatisfaction in this matter.   Sincerely,     Vicki C. Resolution Specialist   cc: Revdex.com

Initial Business Response /* (1000, 10, 2016/02/18) */
February 18, 2016
Dear Ms. [redacted]:
Thank you for contacting us about concerns with your fiancé's purchase. Unfortunately, we were unable to locate the purchase you are referring to with the information provided. If you could...

provide the name of the purchaser, we will be happy to investigate your concerns further.
Thank you for your assistance.
Sincerely,
Vicki C.
Resolution Specialist
cc: Revdex.com
Initial Consumer Rebuttal /* (3000, 12, 2016/02/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Name of purchaser: [redacted]. Purchased from Jared in [redacted], Lexington, Ky. Order number is:[redacted].
This information has been provided numerous times to the store and corporate offices. Please expedite as my wedding is 2 months away and I still do not have a fitting engagement ring.
Final Consumer Response /* (2000, 16, 2016/02/29) */
I now have my ring in the correct size. I had to contact corporate office to let them know my ring was back in stock on the website, they said they would confirm and call me back. I never received a return call, so I called back. Corporate office said my ring came in on Feb 26 and I should've gotten a call. No call was ever received from the store. I picked up ring on Feb 27.

Initial Business Response /* (1000, 10, 2015/11/02) */
November 2, 2015
Dear Ms. [redacted]:
Thank you for contacting us with your concerns regarding the service you received at the [redacted] Jared Vault store.
We located a receipt for the purchase of a 1ct certified Leo diamond...

solitaire ring on July 31, 2010 for $6,599.99. Unfortunately, we were not able to locate a receipt for the Neil Lane ring or yellow diamonds you referred to in your complaint under your name. Could you please provide a copy of the receipt or the name of the purchaser as it appears on your receipt?
Thank you for your assistance.
Sincerely,
Vicki C.
Resolution Specialist
cc: Revdex.com
Initial Consumer Rebuttal /* (3000, 12, 2015/11/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I just exchanged the ring due to the incorrect sizes. I am paying my account with it on there so I know it is in the system.
Final Business Response /* (4000, 14, 2015/11/11) */
November 11, 2015
Dear Ms. [redacted]:
Thank you for providing a receipt showing your husband's name listed as the purchaser on the exchange. We were able to locate the following.
" On July 31, 2015, you financed the purchase of a 1ct certified Leo diamond solitaire ring on your credit account. You received $1,300.00 in Jared Vault Rewards Certificates.
o During July 31, 2015 to August 2, 2015, we offered our customers a rewards program that gave a $100.00 coupon on a future purchase for every $500.00 spent. The certificates can be used singly or in bulk during the redemption period of July 31, 2015 to December 24, 2015 toward a purchase in store or online. The coupons are to be redeemed in the same manner in which they were earned, that is, you may redeem each $100.00 coupon for merchandise that is at least $500.00.
" In August 2015, your husband exchanged the Leo ring for a Neil Lane ring. The difference in price was financed on his credit account.
" A special order for a Neil Lane ring in your size was placed August 22, 2015.
" On October 16, 2015, you received the Neil Lane ring was special ordered in your size. With the exchange for the new ring, you received $1,400.00 in Jared Rewards Certificates.
o During October 9, 2015 to October 22, 2015, we offered our customers a rewards program that gave a $100.00 coupon on a future purchase for every $500.00 spent. The certificates can be used singly or in bulk during the redemption period of October 9, 2015 to December 24, 2015 toward a purchase in store or online. The coupons are to be redeemed in the same manner in which they were earned, that is, you may redeem each $100.00 coupon for merchandise that is at least $500.00.
We regret any misunderstanding that occurred about our rewards coupons. Because of the length of time since your purchase in July, we are unable to confirm what was said at the time of purchase. The terms and conditions for the rewards program are printed on the certificates and are on signs in our stores.
As stated in your complaint, you were informed that the Neil Lane ring could not be customized as you wanted or sized in-store on the same day it was special ordered in your size On August 22, 2015. At that time, your ring was still within its thirty-day return period and eligible for return if you desired. You agreed to the special order with the understanding that it would be two months before arrival. Therefore, we cannot honor your request for a refund.
We apologize for your dissatisfaction in this matter.
Sincerely,
Vicki C.
Resolution Specialist
cc: Revdex.com
Final Consumer Response /* (4200, 16, 2015/11/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When I look at this ring on my finger I don't think of the 5 years of marriage my husband wanted to show for it. I think of how this company lied to me and took advantage of someone not knowing every detail about rings. Your employee lied to me and deceived me in so many ways, and that is just OK? I want nothing more to do with Jared ever I want you to return my ring along with my money and credit of the ring I returned worth $2300. Jared has made this a nightmare experience. If jared truly cared about their customers they would make sure they are happy at the end of the day.

Initial Business Response /* (1000, 5, 2015/08/24) */
August 24, 2015
[redacted]
Dear Ms. [redacted]:
We appreciate the opportunity to respond to your concerns regarding service you received from our company and the replacement of a damaged diamond in...

your ring. We have forwarded your service complaints to the district manager over the store. He will investigate further and take the remedial action needed to prevent a reoccurrence.
As you are all ready aware, we offer a Diamond Guarantee which is a complimentary warranty we give all our customers who purchase jewelry with diamonds. This warranty replaces diamonds if they become chipped or missing from the mounting and requires documented inspections every six months to remain valid. If the inspections are not completed, the Guarantee becomes null and void.
The system that we use to document inspections is separate from our repair system, but we do count repairs as qualifying for diamond inspections. We were able to locate the July 2014 repair job when your rings were soldered together but we were unable to locate any documentation from your January 2015 visit to our store occurred. However, since our records show that you have maintained regular inspections in 2013 and 2014, we believe it is more than likely that you visited our store in January. Therefore, we are mailing a Kay Jewelers gift card for $40.00 that you can use to pay the repair price.
Thank you for your patronage with our company. We apologize for your frustration in this matter.
Sincerely,
Vicki C[redacted]
Resolution Specialist
Initial Consumer Rebuttal /* (2000, 7, 2015/08/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate the respectful response, and extremely happy to finally be believed to have kept up with my inspections. I usually would never have gone to these extremes but this was too much to let go. Thank you so much!

July 11, 2016
Dear Mr. [redacted]:
We appreciate the opportunity to respond to your concerns with your credit account payments. We located the credit account to which you refer in your complaint, and we confirmed that the name on our account is associated with the name under which you submitted...

your complaint.
As you are aware, we experienced a system issue which caused some banks to process duplicate payments. According to our records, your refund was processed on June 15, 2016 and a supervisor in our Guest Relations Department sent a $30.00 gift card to you as compensation as well as offered to reimburse you for any overdrafts. We have forwarded your service concerns with the representative you spoke with to their supervisors. They will review and take any remedial action needed to prevent a reoccurrence.
We apologize for your frustration and the inconvenience you experienced. If you still have not received your refund, please let us know.
Sincerely,
Vicki C.
Resolution Specialist

August 24, 2016  Dear Ms. [redacted]:   Thank you for contacting us again with your concerns about your rings. Please understand that white gold rings require rhodium plating as normal maintenance. There is nothing in the repair history to suggest that your rings have needed extra rhodium plating due to what occurred at our repair shop.   While we do have procedures in place to protect our guests’ jewelry, human error can still occur. As stated on our repair tickets, damaged or lost merchandise is replaced with merchandise. We do not offer refunds or monetary compensation.   Our offer of an exchange within the next six months is still open to you. We apologize for your continuing dissatisfaction.   Sincerely,     Vicki C. Resolution Specialist   cc: Revdex.com

October 10, 2017   [redacted]   Revdex.com case: [redacted]   Dear Ms. [redacted]   Thank you for contacting us again with your concerns about the service you have received from our company. We contacted district manager over the Kenwood Towne Center...

store. He will investigate and address your concerns with those involved.   We investigated your concerns and found the details of your complaint to be accurate. A replacement ring was ordered on July 1, 2017 due to the previous repair issues you have had. Unfortunately, there was a delay with the vendor and the ring did not arrive at the store until October 3, 2017.   We recognize the importance of your engagement ring and understand your distress in this matter. We understand that the new ring was picked up on October 6, 2017 and according to our store team members you were happy with the replacement ring.   We apologize for your dissatisfaction in this matter.   Sincerely,     [redacted] Resolution Specialist   cc: Revdex.com

Initial Business Response /* (1000, 6, 2015/07/28) */
July 28, 2015
Elyse L
[redacted]
Dear Ms L[redacted]:
Thank you for contacting us with your concerns regarding your eternity band and the service you received from our company. We would first like...

to clarify the type of warranties we offer on our jewelry and what they cover.
" Our Diamond/Gemstone Guarantee is a complimentary warranty we give all our customers who purchase jewelry with diamonds, emerald, rubies, and sapphires. This warranty replaces the aforementioned stones if they become chipped or missing from the mounting and requires documented inspections every six months to remain valid. Aquamarine gemstones are not included in this warranty.
" The Extended Service Plan (ESP) will cover any covered repairs to the metal portions of the ring needed due to normal wear and tear, up to the amount of the purchase price, at no additional charge. The cost is based on the amount of your jewelry purchase. It does not cover lost or damaged diamonds or gemstones.
According to our records, your ring was purchased online on May 26, 2015. Your ring did not qualify for the Diamond/Gemstone Guarantee and the ESP was not purchased with it. On July 13, 2015 you brought your ring to our Burnesville store because you noticed a stone was missing. While at our store, a second stone was discovered chipped and another stone was loose. As a customer service our store staff replaced the stones and repaired the ring free of charge. You picked up the ring on July 15, 2015.
We recognize the importance of your special ring to commemorate your daughter's birth and understand your distress over the problem you have had with it. Please understand that gemstones can chip or fall out of your ring due to impact. This is not something that we would consider as a quality issue.
In light of the above, we would not make an exception to our 30 day return policy in this instance. Our offer to exchange the ring is still open to you. We have other aquamarine jewelry items if you would like to retain the sentiment of having an item of jewelry with your daughter's birthstone in it.
We apologize for your dissatisfaction in this matter.

Sincerely,
Vicki C[redacted]
Resolution Specialist
cc: Revdex.com
Initial Consumer Rebuttal /* (3000, 8, 2015/07/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all, I absolutely did not pick up my ring on July 15th. It is still in the possession of Jared at the Burnsville location.
Secondly, I work in a corporate office setting every day. I do not wear my ring longer than 9 hours a day. I do not wear it in the shower, when I sleep, etc. It is placed in a jewelry box every evening after work. There was absolutely no impact to the ring.
This is a POOR quality item and I will not accept an exchange. You cannot stand by your product and tell me this all could happen to a ring that has been worn for 6 weeks, 9 hours a day. I have had no problems with any other jewelers ever in my life like this and they have always stood by the QUALITY of their products. Not to mention, I have never had an issue with quality like this from any other place!
Final Consumer Response /* (4200, 12, 2015/08/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While continuing to do research about "cleavage" I have found the following information about it, from www.minerals.net:
"Observe the mineral to see if it has any cleaved surfaces or fractured edges. If it has cleaved surfaces, the quality of the smoothness on the surface should be noted. If there are no visible cleaved surfaces, it does not mean the mineral does not exhibit cleavage. It is possible that particular specimen did not cleave. On such a specimen, it is only possible to check cleavage by chipping off a piece. This should be done gently and carefully in an area which will not degrade its value. If there is a noticeable fracture on the mineral, it is an likely indication that the mineral probably has poor cleavage or none at all."
While purchasing a ring online OR in the store, this should be noted in the description of the product. With this being said, since there was no impact to my piece of jewelry other than normal wear (if not less), this notes that the mineral/gem has POOR cleavage. Resulting in a POOR quality ring and being led to believe you sell high quality products at your business.
Also, according to http://academic.emporia.edu/, "Cleavage is not possible to observe in fashioned gems unless an internal imperfection can be observed or there is an accidental blow struck along a cleavage direction and the gem breaks." Therefor this sentence is saying that there is was an imperfection in the ring causing it to break. There was absolutely NO blow to the ring, ever.
Please advise. I will not be accepting anything other than an refund.
Final Business Response /* (4000, 14, 2015/08/13) */
August 13, 2015
Elyse L[redacted]
Dear Ms L[redacted]:
Thank you for contacting us with your additional concerns. We reviewed the information you provided in your rebuttal and found the following.
The information quoted from www.mineral.net is located under the heading "How to testing (sic) using cleavage, parting, and fracture". According to the website, Cleavage, parting and fractures are separate but related phenomena which may be present in minerals and gemstones. The statement "If there is a noticeable fracture on the mineral, it is an (sic) likely indication that the mineral probably has poor cleavage or none at all." does not mean that because your aquamarine gemstone chipped it is poor quality. They are describing how it is determined if types of minerals have cleavage or not.
We were not able to access the website http://academic.emporia.edu/ because we received a 403 error message, and therefore, we cannot judge the context of the statement or the validity of the website. However, the quoted statement is that cleavage can be observed in a gemstone through an internal imperfection or by a blow to the gemstone along the cleavage direction which results in a break. The statement does not state that an internal imperfection can cause a gemstone to break.
The information provided does not cause us to reconsider our resolution. We understand that you do not recall any impact to cause the damage to the aquamarine. However, we have found no indicator of poor quality in the stones and the ring shows no signs of manufacturer's defect, such as porosity or poor casting, which could cause a stone to be loose and another to be lost. We stand by our offer of an exchange.
We apologize for your continued dissatisfaction.

Sincerely,
Vicki C[redacted]
Resolution Specialist
cc: Revdex.com

Initial Business Response /* (1000, 5, 2015/08/26) */
August 26, 2015
[redacted]
[redacted]
Dear Ms. [redacted]:
We appreciate the opportunity to respond to your concerns with your wedding ring and the service you received at the Richland Mall store. We...

have forwarded your service complaints to the district managers over the store and the repair center. They will investigate and take any remedial action needed with those involved in order to prevent a reoccurrence.
We investigated your complaint and found that when you brought your wedding ring to our store on May 1, 2015 to have the prong repaired, you agreed on the repair ticket to have the head of the ring replaced. During your conversations with the Customer Care Department at the end of May and during June, we agreed to replace the head with one that you preferred since the new head was high and compensate you with a gift card. Your request to upgrade your diamond free of charge was denied.
On July 16, 2015 we sent your wedding ring to the repair shop to have the new head mounted that you had selected on to your ring. The head you selected was # 1281, a 14kt white gold 6mm Square 4-prong V-end Scroll setting. Unfortunately, the head selected was not able to be used with your ring since the only type of head that could be used required a peg attachment. Our store associates attempted to contact you with this information on July 26, 2015 but your voicemail was full and would not accept messages. On July 27, 2015 you gave the go ahead for the new head with the peg attachment. Our jewelers used #20095, a 14kt white gold 6mm Square V-end 4-prong peg setting. The only difference between the current head on your ring and the one you selected is how they attach to your ring. (See our attachment from the online catalog for Stuller showing the two types of heads).
When you picked up the ring on August 7, 2015 you expressed dissatisfaction with the height of the new head and that it was white gold. According to our store staff, you stated you would go to another store to see what a yellow gold head would look like on your ring and have not been back in the store since that day.
We recognize the importance of your wedding ring to you and understand your distress that the change in heads altered its appearance. We would like to assure you that jewelers have not been using your ring for practice. Both heads that our repair shop used on your ring had a peg type of attachment to your ring. They simply could not use the head that you selected. In light of the above information and because we have replaced the head on your ring with one the same style as the one you selected, we cannot honor your request for an upgraded diamond free of charge. We are increasing the amount of compensation offered of $50.00 to a $150.00 Kay Jewelers gift card. You can use this toward a diamond upgrade or other merchandise.
We apologize for your frustration and the inconvenience you experienced in this matter.
Sincerely,
Vicki C[redacted]
Resolution Specialist
Initial Consumer Rebuttal /* (3000, 12, 2015/09/08) */
[redacted]Document Attached[redacted]
you messed up my ring, sending me 150.00 gift card before your response back was almost a slap in the face. my ring has 2 holes in it from where you put the 2nd different head in with gouges on my gold inbetween my diamonds... not to mention you kept my diamonds you took out to put that setting in.. I have red marks all over my ring from your repair mans sloppy soldering. they never did lower it either.
Final Business Response /* (4000, 14, 2015/09/17) */
September 21, 2015
[redacted]
[redacted]
Dear Ms. [redacted]:
Thank you for contacting us with your additional concerns and with photographs of your ring. We would first like to clarify that the solder used in jewelry repairs is gold and would not be red. Jewelers do use a red compound called jeweler's rouge during the buffing process. This can be removed by cleaning the ring.
The photographs you supplied do not show the two holes in your ring that you referenced or missing diamonds. The reflection of light off the ring makes it difficult to tell by the photograph if the marks shown are gouges or jeweler's rouge. We have a six month repair warranty on our repair work and we can send your ring to our repair center for evaluation. Please understand that the head on your ring is set as low as it can be, and if you decide to send your ring back to our repair center it cannot be lowered further.
We apologize for your continuing dissatisfaction in this matter.
Sincerely,
Vicki C[redacted]
Resolution Specialist

Initial Business Response /* (1000, 11, 2016/06/08) */
June 8, 2016
Dear Mr. [redacted]:
We appreciate the opportunity to respond to your concerns regarding your anniversary band and the service you received from our company. We have forwarded your service concerns to the district manager of...

the Tucson store and to the supervisor of the Customer Care representative mentioned. They will investigate further and take any remedial action needed to prevent a recurrence.
We reviewed your concerns regarding your rings and found the following.
On July 16, 2010, you purchased a five-stone Elara diamond ring. The ring was sized at our in-house Design and Service Center to a 5.
On October 1, 2010, your wife brought the ring back to our store and we sized it to a 5.5.
On October 5, 2010, your wife brought the ring back to our store and we sized it to a 5.25.
On July 15, 2011, you brought the ring in for clean and polishing and stone tightening.
On November 12, 2011, we replaced your anniversary band with an identical one.
On September 21, 2012, our repair shop tightened one diamond in your band.
On January 19, 2014, your wife's band was sent to our repair shop for prong repair. The repair was completed on January 30, 2014. Our repair notes show that the store requested rework due to tool marks under the gallery. There was also a note that one of the stones appeared frosted. The repair shop corrected the tool marks and responded that the diamond was a different color than the others in the ring and not frosted.
On November 21, 2014, our repair shop tightened a diamond. There is a repair job note that one of the diamonds appeared to have been burned. According to our current store manager, Heidi who was the store assistant manager at that time. The store manager discussed this with you. The diamond was not replaced.
On May 7, 2016, we sized your band to a 5.5.
On May 17, 2016, Heidi sent your band to the home office Design and Service Center to have the center diamond buffed or replaced.
We would like to assure you that your diamond is being replaced with a 1/3ct radiant cut diamond with an SI2/1 minimum. Unfortunately, Elara is a trademarked diamond cut and we are unable to obtain a replacement Elara diamond. We do not believe this will impact your ring's value and we will honor your request to have the ring appraised by an outside company. Please select the certified appraiser of your choice and fax the invoice or receipt to (330) [redacted] and we will mail a check to you for reimbursement of the appraisal fee.
We apologize for your frustration and any inconvenience you experienced in this matter.
Sincerely,
Vicki C.
Resolution Specialist
cc: Revdex.com

Initial Business Response /* (1000, 5, 2016/05/25) */
May 25, 2016
Dear Mr. [redacted]:
We appreciate the opportunity to respond to your concerns regarding your platinum engagement ring. We are sorry to hear that you noticed a mark in your diamond under our microscope after the diamond was set...

in a new mounting and that our store team members rushed you out of the store without speaking with store management. We have forwarded your service complaint to the district manager over the store. He will investigate and take any needed remedial action with those involved to prevent a reoccurrence.
Diamonds with clarity of SI1 have inclusions visible under magnification. Because your diamond was rotated, it is possible that the mark you saw was hidden under a prong. We will need to evaluate your diamond at our store in order to determine if you have seen an inclusion or damage. If your diamond was damaged during repair, we will replace it with a diamond with, at minimum, matching specifications as is stated in our repair warranty.
Please stop by our Aurora store with your ring and diamond certification papers if you have them so that we can evaluate your diamond. We apologize for your dissatisfaction in this matter.
Sincerely,
Vicki C.
Resolution Specialist
cc: Revdex.com
Initial Consumer Rebuttal /* (3000, 7, 2016/05/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Accepting your imprudent solution will definitely not be the case. I would have to be brain dead, that is like taking a vehicle to a mechanic that came in having 1 minor issue and leaving having more than it started with. Or perhaps like a heart patient having heart surgery from a heart surgeon that is known to have medical malpractices' against him. With that being said, my reasoning behind the decline of a miniscule attempt to provide a lackluster solution is the following articles/links that show what type of Company you and your subsidiaries are....something that I want no part of any longer. I simply want my NOW DEFUNCT DAMAGED Diamond replaced with one of a higher quality AND to be refunded for the charge on my credit card!! For all you consumers that have recently or previously purchased from this company, think again for the near future!!! SEE BELOW!!
Final Business Response /* (4000, 10, 2016/06/03) */
June 3, 2016
Dear Mr. [redacted]:
Thank you for contacting us again with your concerns about your diamond. We value each and every one of our guests. We are aware of the allegations you located online. We would like to assure you that any guest reaching out to us will receive the appropriate attention to their concern.
In your situation, we would need to determine if your diamond is damaged before we commit to replacing your diamond. As previously stated, we would need to evaluate the ring at our store. If the diamond is damaged, we will replace it. Please stop by our store at your convenience.
We apologize for your continuing dissatisfaction in this matter.
Sincerely,
Vicki C.
Resolution Specialist
cc: Revdex.com

April 17, 2017     [redacted]   Revdex.com ID: [redacted]   Dear Ms. [redacted]   We appreciate the opportunity to respond to your concerns regarding your ring and the service you received from our company. Your service concerns have been forwarded...

to the District Manager responsible for the Parkdale Mall store. She will investigate and address your concerns further with those involved.   We would like to clarify that the invisible set diamonds in your ring are not standard cut diamonds. They are held in place by wires in grooves cut in the sides of the diamonds below the table. This allows the center stones to appear to be one larger and more valuable diamond. However, when an invisible set diamond is damaged or needs repair, the ring is sent from the home office to a vendor so that a new diamond can be cut to fit which can be a lengthy process that cannot be rushed. We regret that the length of time this takes was not properly explained to you by our store team members.   We recognize the importance of your engagement ring and understand your distress with what has occurred. With respect to the allegations you mentioned, you should be aware that we take these allegations seriously and would like to assure you that we investigate all concerns raised by our guests. We take great pride in the trust our guests place in us with caring for their jewelry. As a bit of context, our company manages more than 4 million service and repair transactions each year.   As stated above, your repair cannot be rushed. Your ring will return to the store in June. We apologize for your dissatisfaction and any inconvenience you have experienced in this situation.   Sincerely,     Vicki C Resolution Specialist   cc:       Revdex.com

January 17, 2017   [redacted]   Dear Mr. [redacted]   We appreciate the opportunity to respond to your concerns with the service you received from our St. Joseph store. Your service concerns have been forwarded to the District Manager...

responsible for the store. She will investigate and address your concerns further with those involved.   We reviewed your purchase and found the following. ·         On November 13, 2016, you purchased an anniversary band. The band was sent to our Design and Service Center to be sized to 4.75. ·         On December 4, 2016, the band was sent back to the Design and Service Center to have sizing beads placed inside the band. ·         We do show that a special order request for a new ring was placed in December. However, the request was not followed up with and was not completed. ·         On December 19, 2016 a new ring was sent to the Design and Service Center to be sized to 4.5. The ring was picked up on December 21, 2016. ·         The band was returned on January 13, 2017.   We understand your disappointment the service you received which lead to the return of the anniversary band. We are mailing a $200.00 Kay Jewelers gift card in the hope that you will give our company a second chance to meet your jewelry needs.   We apologize for your frustration and the inconvenience you and your wife experienced in this matter.   Sincerely,     Vicki C. Resolution Specialist   cc: Revdex.com