Signet Jewelers

Initial Business Response /* (1000, 10, 2015/07/06) */
July 6, 2015
J[redacted]
[redacted]
Dear Mr. N[redacted]:
We appreciate the opportunity to respond to your concerns with your wife's wedding band and the service you received from our company. We have...

forwarded your service complaints to the district manager over the store. She will investigate and take any remedial action needed with those involved in order to prevent a reoccurrence
We deeply regret that your wife's wedding band was damaged while in our possession. We recognize the importance of your wedding jewelry to you and your wife and have procedures in place to protect our guests' treasured jewelry while at our repair shop. Unfortunately, accidents can still occur. Our repair tickets explain that we replace damaged or missing merchandise with similar merchandise up to the stated value on the repair ticket. There is a signature requirement needed to accept the value before we send jewelry to our repair shops and your repair ticket was signed to indicate approval.
According to our records, we requested an appraisal or other documentation to show that the band's value top adjust the replacement value. You did provide a receipt which shows you paid $979.75 as a special order deposit on an item with a retail value of $1,295.00. We understand that a case specialist in our Customer Care Department and the store manage has offered to replace the band with one you selected with a price of $1,400.00 in our store at no additional charge.
We apologize for the inconvenience you and your wife have experienced in this matter.
Sincerely,
V[redacted]
Resolution Specialist
cc: Revdex.com

November 18, 2016   [redacted]   Re: Revdex.com Case # [redacted]   Dear Mr. [redacted]:   Thank you for contacting us again with your request to return your purchase. Our return policy is shown on our website and available to view prior to any purchases are made. If visitors to our site do not feel our terms meet their needs, they have the option to shop elsewhere.   As previously stated, we do not make exceptions to our return policy for the reasons mentioned in your complaint. However, because of your circumstances, we are allowing you the option to exchange the ring for other merchandise the next time you are in the US or you can have a relative or trusted friend do this for you.   We apologize for your continuing dissatisfaction in this matter.   Sincerely,     Vicki C[redacted] Resolution Specialist   cc:       Revdex.com

August 8, 2016   Dear Ms. [redacted]:   We appreciate the opportunity to respond to your concerns about your engagement ring and wedding rings and the service you received from our [redacted] Mall store. We have forwarded your service complaints to the district manager over the store....

She will investigate and take any needed remedial action in order to prevent a reoccurrence.   We reviewed your concerns and found the details to be accurate. We appreciate the sentimental value of your rings 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. We print our policy of replacing lost merchandise with merchandise up to the customer stated value on every repair ticket.   As you have explained in the additional information you submitted, we are working to replace your rings to your satisfaction. Your Guest Relations representative, Sharon is working diligently with the store and will provide compensation once the replacement rings have arrived.   We apologize for your frustration and the inconvenience you have experienced in this matter.   Sincerely,     Vicki C. Resolution Specialist   cc:       Revdex.com

March 24, 2017   Re: Revdex.com complaint # [redacted]   Dear Mr. [redacted]   Thank you for contacting us 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.   We investigated your complaint and found the following: ·         On July 31, 2012, you opened a credit account with our store, Kay Jewelers. Between that date and May 14, 2013, you financed purchases totaling $2,757.62. Your minimum monthly payments are $145.00 and due by the 27th of each month. o   The last payment we received was $75.00 on March 9, 2017. ·         On January 31, 2014, you accepted a hardship program which reduced your minimum monthly payments from $145.00 to $75.00 and your interest rate from 21% to 16%. The terms of this program remain in effect as long as minimum payments are received accordingly. If payments are not received accordingly, the terms of your account revert to the original terms set forth in your Retail Installment Credit Agreement that you received when you opened your account. Additionally, you will not be permitted to rejoin the program at a later date. o   On February 2, 2014, we sent you a letter outlining the above information. ·         According to our records, you have missed multiple payments. Most recently, we did not receive a minimum monthly payment for your September and December 2016 or February 2017 due date.   o   On January 6, 2017, we notified you via letter that your minimum monthly payments were not received accordingly, and that the terms of your account reverted to the original terms stated above. ·         Based on the above information, we are unable to honor your request to reinstate these special terms on your account.   In regards to your concerns over the calls you have received, we reviewed our call records and they do not reflect the volume of calls you assert in your complaint. However, we have taken special care in the handling of your account to reduce the number of calls you receive. Additionally, we have no record of you calling in to discuss your account recently, as you assert in your complaint.   The address that you submitted with your complaint does not match the mailing address you have on record with us. If you need to update your mailing address or discuss payment options, you can reach us at 1-800-877-8194.   We hope the above information clarifies this matter and apologize for your dissatisfaction.   Sincerely,       David K Resolution Specialist

July 27, 2016 Dear Mr. [redacted]:   Thank you for contacting us again with your payment concerns. We have attached your April billing statement which states to avoid interest charges the balance of $1,044.50 needed to be paid by May 17, 2016. The minimum payment of $565.00 was paid and the remaining balance accrued interest. In addition, when our representative converted your account to our 18 Month Finance Plan, she stated that the no interest portion ended in May.   We hope the above information clarifies matters. We apologize for your continuing dissatisfaction in this matter.     Sincerely,     Vicki C. Resolution Specialist

February 7, 2017   [redacted] NC 28805   Dear Mr. [redacted]:   Thank you for contacting us again with your concerns about your credit account. Although the [redacted] report you submitted shows a past due payment, our trade line is not reporting one. We have attached a copy of what [redacted] shows us they are reporting from us. To clarify, the column with the heading “PYMT STATUS” shows two rows of letters and numbers. The “C” indicates a current month with no delinquency. The “0” indicates no payment was due that month. Delinquencies are reported as “1”, “2”, or “3”. As you can see there are no delinquencies reporting. To correct the credit reporting information you provided in your rebuttal, please contact the company that provided your credit reporting to submit a dispute.   As to your assertion that one late fee indicates you only missed one payment, this is incorrect. Our records indicate that your first payment on the merchandise you financed on July 23, 2016 was due on September 4, 2016. ·         We did not receive a payment for September or October as shown on the billing statements provided. ·         On November 1, 2016, we received a payment for $240.00. The late fee from October was rebated at that time as a customer service.   We understand that you were waiting on billing statement showing the $431.21 refund. However, this refund was shown on your October billing statement. Your due date on that statement was October 4, 2016. Please understand that as stated in our Retailer Installment Credit Agreement, non-payments can be reported to the credit bureaus. In this situation, we changed this reporting in December because of the issues surrounding your dispute.   Due to your continuing dissatisfaction in this matter, we have documented your credit account as being in dispute. This information will appear on your credit reporting in the future.     Sincerely,     Vicki C. Resolution Specialist

Initial Business Response /* (1000, 5, 2015/08/21) */
August 21, 2015
[redacted]
Dear Mr. [redacted],
Thank you for contacting us with your concerns regarding the repair quote on your Rolex timepiece. We understand that your watch was not...

keeping time properly when brought to our store. Our store associate quoted a price to have a type of regular maintenance performed on the watch known as a clean, oil, and adjust (COA).
When the watch arrived at the watch repair shop, it was evaluated and found that the movement required additional work. When our store staff contacted you with this information and an estimate for the repair work, you requested no work be done and the watch returned. The watch arrived back at our store on August 17, 2015.
Because your watch requires more work than a COA to make it functional, we are not able to honor your request to repair your timepiece for the amount quoted. Please stop by our store at your convenience to pick up your watch and a refund for the amount you paid on July 18, 2015. We apologize for your dissatisfaction in this matter.
Sincerely,
Vicki C[redacted]
Resolution Specialist
cc: Revdex.com
Initial Consumer Rebuttal /* (3000, 7, 2015/08/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The sales associate who contacted me did not say there was additional work that needed to be performed. They said it needed a COA and that the salesperson didn't charge me properly and there was going to be an additional $600 in order to do the COA that needed to be done to make up for his mis-quote.
When you say it required "additional work" for this change of price, I question the honesty of the company. It would gain 2-3 minutes per month and that's it. I didn't bring it in because it was broken or not working. With working in the industry for years, this appears to be an attempt to recoup their mis-quote.
It's unfortunate that Sterling Inc. does not honor their charged prices anymore. I've had my watch with the store for a month and a half when I could have had it cleaned at a local company, who used to be a vendor for Sterling Inc., for 1/3 what Osterman's is trying to charge me.
I worked for Sterling Inc. for over 6 years and have been very loyal by sending EVERYONE I know to them for new jewelry and repairs. Now that I see how they treat customers and past employees, I'll start sending them to Rogers. This is a shame because I still have so many friends currently with Sterling and enjoyed helping them out.
Hopefully Sterling Inc. will change their answer and honor the work I paid for.
Final Business Response /* (4000, 9, 2015/09/03) */
September 3, 2015
[redacted]
201 Heritage Commons Drive
Fredericksburg VA 22401
Dear Mr. [redacted],
Thank you for providing additional information so that we could research your complaint further. After additional investigation, we learned that the store associate who assisted you with the original estimate quoted the price for a non-Swiss movement watch and not for a Rolex. The $740.00 quote was for a COA on your watch only and not for additional work had been explained to us.
We deeply regret this error and are mailing a $600.00 Osterman Jewelers gift card to you to use toward the difference in price. Your timepiece has been returned to the watch repair shop for the work. Please understand that if any additional work is found to be required, you would responsible for that additional charge.
We apologize for the inconvenience and frustration you have experience in this matter.
Sincerely,
Vicki Copus
Resolution Specialist
cc: Revdex.com
Final Consumer Response /* (2000, 11, 2015/09/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept and appreciate the gesture. The address you have listed for me looks incorrect though. My address is:
135 Maple Dr
Springboro, OH 45066
Thank you again for honoring their price.
[redacted]

Final Consumer Response /* (2000, 11, 2016/07/01) */
I was issued a full refund for the watch. Please close this case.

Initial Business Response /* (1000, 5, 2015/06/23) */
June 23, 2015
Dear Mr. [redacted]:
We appreciate the opportunity to respond to your concerns regarding your online order. We investigated your complaint and found the following.
On March 3, 2015 you placed an order online for two gift...

wrapped watches to be shipped to the following name and address.
The watches shipped on March 3, 2015 and according to UPS were delivered on March 4, 2015.
As asserted in your complaint, we have contacted UPS to trace the package three times. UPS determined the package was delivered each time.
o We would like to clarify that UPS used the contact information you provided for your order for their investigation. UPS spoke with a woman who gave them the name of [redacted]. She claimed to have received the package.
o UPS further asserts that the address to which the order was shipped has been flagged to disallow shipments by UPS and several other companies due to the disproportionate number of missing package complaints stemming from shipments to that address.
.We would like to clarify that the suggestion to file a police report by our Customer Care Supervisor was given to assist you in pursuing this claim via other avenues; the police report does not overturn the findings of the UPS tracer investigations.
In light of the above, we cannot honor your request for a refund. We apologize for your dissatisfaction in this matter.
Sincerely,
Vicki C.
Resolution Specialist
cc: Revdex.com
Initial Consumer Rebuttal /* (3000, 7, 2015/06/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Dear Vicki C.,
I still do not understand if UPS claims that they spoke to my DISABLED sister who is handicapped they are providing false information. My sister [redacted] is handicapped and has been living off disability for many years, not only that, it is physically impossible that they would have her cell phone number. I once again, spoke to my sister in person. Who CONFIRMS she never spoke to UPS at all, ever. I am sorry but the party you are contacting at UPS is not complying by their company polices, and is providing false information hindering my claim.
Additionally, if UPS "CLAIMS" this address has been flagged, why would they leave another package outside? I am CONVINCED UPS never delivered this package, and stole it for themselves. It is very disconcerting that Sterling Jewelers has such terrible customer service. I will NEVER do business with Sterling Jewelers again and I will spread the word via social media how unsatisfied of a customer I am. I will do diligence and contact council to determine the most beneficial next course of action.
Lastly, I respectfully request the contact information for a regional manager that covers the tristate area because as a dissatisfied customer I think the head of your companies should know. You are using information inaccurately provided by ONE source, UPS, to determine my claim is not worthy of consideration. I find that extremely unprofessional.
PS - To other customers of Sterling Jewelers, be very wary of using their credit card to purchase items. That is what I did which was a huge mistake because they do not protect their customers CLEARLY, if I used a regular credit card with any bank, I would have been able to dispute the charges, now my credit will take a ding.
Final Business Response /* (4000, 9, 2015/07/01) */
July 1, 2015
Dear Mr. [redacted]:
Thank you for contacting us again with your concerns. We would like to clarify that while we do require an investigation by UPS to determine if a package was delivered, UPS has no vested interest in the outcome of a tracer with our company since we are self-insured. We have no reason to believe that their investigation was not impartial or objective.
As previously stated, the name of your sister was supplied to UPS during their investigation when they used the contact information listed on your online order. This information was not known to them or us prior to the investigation. Please understand that because UPS is a separate company with their own procedures, we are unable to explain what their criteria is when they flag an address due to a disproportionate number of missing package complaints.
Our district managers oversee operations for our brick and mortar store locations within a specific geographic region. They would not be able to assist you with your complaint about an online order. We would like to assure you that upper management within our company has reviewed your complaint; our original resolution remains unchanged. We apologize for your continuing dissatisfaction in this matter.
Sincerely,
Vicki C.
Resolution Specialist
cc: Revdex.com

Initial Business Response /* (1000, 9, 2016/01/15) */
January 15, 2016
Dear Ms. [redacted]:
We appreciate the opportunity to respond to your concerns regarding your ring and the service you received from the [redacted] Mall store and the Customer Care Department. We have forwarded your...

service complaints to the district manager over the store and the supervisor of the representative mentioned. They will investigate further and take the needed remedial action with those involved to prevent a reoccurrence.
We investigated your concerns about your ring and found the following.
In 2007, your engagement ring was purchased. Your ring enhancer was purchased in 2011. In 2013, you had a diamond removed from your engagement ring and a natural citrine set in its place.
Prior to the repair work mentioned in your complaint from 2015, your rings had multiple repairs mainly for regular maintenance, such as rhodium plating.
On June 24, 2015, our [redacted] store sent your wedding rings to one of our Design and Service Centers to replace the engagement ring's head.
On July 8, 2015, the rings were sent back to the shop. According to our records, you were dissatisfied with a divot or metal missing that you wanted filled in. The head was replaced again, the divot repaired, and you picked up the rings on July 14, 2015.
On August 18, 2015, you contacted the Customer Care Department regarding what had occurred and a $50.00 gift card was mailed to you as compensation.
On December 18, 2015, your rings were sent out from the [redacted] store to the Design and Service Center with a request to tighten the center stone, add metal to the channel, and clean and polish.
Also on December 18, 2015, you contacted the Customer Care Department because the store representative had informed you that the ring would likely be deemed "DND" or damaged and defective and the shop would not be able to repair.
On December 21, 2015, you posted a complaint to our Facebook page. Your complaint was turned over to a case specialist who spoke with you on December 23, 2015. We listened to the call recording and the case specialist offered to place a special order for the rings to come from the vendor in a size 5.25. There was no mention of a return if the rings could not be ordered.
On December 30, 2015, the case specialist contacted you and let you know that the engagement ring was no longer available but she had placed an order for a new enhancer. She offered an exchange, which you refused. We agreed to remove the citrine from your engagement ring and provide you with a replacement diamond free of charge and return the rings and the citrine to you as you wished to trade in the rings with a different company.
This information was relayed to the repair shop. The work was completed and you picked up the rings and citrine on January 6, 2016.
We recognize the importance of your wedding rings to you and understand your distress when problems arise with your special rings. As we have explained above, our representative did not offer a refund and the repair history of your wedding ring, while long, does not show a repeated merchandise quality issue. Excluding the repair work from December 2015, you had nine repairs for rhodium plating only, two for sizing during one repair your rings were soldered together, two repairs to repair gouges or divots, one repair for the citrine, one repair for tightening stones, and one to replace the head. For these reasons and due to the fact our return policy is sixty days from the date of purchase, we cannot honor your request for a refund in these circumstances.
Our offer to exchange the rings for other merchandise is still available to you. We understand from your contact with our company that you prefer the [redacted] store. You may exchange your rings at that store or at any other Kay Jewelers you prefer.
We apologize for your dissatisfaction in this matter.
Sincerely,
Vicki C.
Resolution Specialist
cc: Revdex.com
Initial Consumer Rebuttal /* (2000, 11, 2016/01/18) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 10, 2015/08/24) */
August 24, 2015
[redacted]
Dear Ms. [redacted]:
We appreciate the opportunity to respond to your concerns with your jewelry. We investigated your complaint about the repair work on your jewelry and...

found two items of yours which have had more than one repair. The details are listed below.
" In January 2011 your husband purchased a diamond heart shaped necklace.
o The chain required repair on September 9, 2013.
o The bail on the pendant required repair on June 22, 2015.
" In November 2012 your husband purchased a chocolate and white diamond LeVian ring.
o On July 13, 2013 we sent the ring to LeVian to replace a missing diamond.
o April 27, 2015 we sent your ring to LeVian for rhodium plating and tightening a diamond. We would like to clarify that diamond tightening is regular maintenance on multi-stone rings and that rhodium plating can wear over time.
o On August 8, 2015 you brought your ring to us because it was missing a diamond. The ring is currently still out for repair.
We recognize the importance of your jewelry to you and understand your distress when issues with them arise. The only jewelry item that we found that required a second repair within a short time after an initial repair is the current repair on your LeVian ring. Please understand that gold unlike the metals used in costume jewelry is a soft metal, prongs can break or become loose during normal wear. Your ring is under warranty and the repair work is being preformed free of charge. Given the repair history above and the fact that we were unable to uncover a repair history of repeated repairs as you assert in your complaint, we cannot honor your request for a replacement LeVian ring. However, if you have any more issues with your ring, we can reconsider this option in the future.
If there are more items you are referring to in your complaint, please provide more information such as the type of item and the dates of repairs as best as you can recall and we will investigate further.
We apologize for the inconvenience you experienced in this matter.
Sincerely,
Vicki C[redacted]
Resolution Specialist
Initial Consumer Rebuttal /* (3000, 12, 2015/08/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
1ST od the chain on the heart shaped necklace was not repaired it was a bail issue each time! 2nd the LeVian ring did not have a missing stone the stone was broken and ready to fall out! I had just got this ring back from being repaired. Why didn't the jeweler see that before returning the ring? I had just had it inspected after it was returned to me as being repaired and was informed that there was yet another issue. Are the pieces even going out for repair? I'm not thinking so. As I said we pay for these pieces to be worn not to be in your repair shop. We want something done!
Final Consumer Response /* (4200, 16, 2015/09/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
a GOOD PRACTICE OF CUSTOMER SERVICE WOULD BE TO REPLACE THE ITEMS AFTER THE SECOND TIME A PIECE WAS BROUGHT IN. WHEN I CAME TO YOUR ESTABLISHMENT THE MANAGER ADVISED ME THAT SHE WOULD HAVE YOUR JEWELERS FIX THE PROBLEMS THAT THEY ARE MUCH BETTER THAN LEVIAN AT REPAIRS!? WE SPEND ALOT OF MONEY IN YOUR ESTABLISHMENT AND COULD EASILY GO ELSEWHERE BUT HAVE CONTINUED OUR LOYALTY TO KAY. I KNOW THAT YOUR COMPANY HAS INSURANCE FOR SUCH ISSUES. WE ARE STILL WANTING A REPLACEMENT. IF YOU LOOK AT THE BAIL ON THE PIECE THAT YOU HAVE DISPLAYED IN YOUR STORE COMPAIRED TO THE BAIL THAT WAS REPAIRED ON MY NECKLACE YOU WOULD BE AMAZED AT THE DIFFERANCE. I AM AFFRAID TO WEAR THESE PIECES AS I DON'T WANT TO HAVE TO HAVE THEM REPAIRED YET AGAIN!
Final Business Response /* (4000, 18, 2015/09/04) */
September 4, 2015
[redacted]
Dear Ms. [redacted]:
Thank you for contacting us again with your concerns about your jewelry. We apologize for your continuing dissatisfaction in this matter. We would like to clarify that your necklace is not a LeVian piece and has never been sent to LeVian for repair. If you are dissatisfied with the appearance of the bail, please bring it back to our store so that it can be sent to the repair shop for refinement.
We offer a six month repair warranty on our repair work. However, for your necklace which is covered under our Extended Service Plan, a plan which our company self-insures, it is a jeweler who determines if and when an item cannot be repaired and should be replaced.
As previously stated, your necklace was repaired on September 9, 2013 and June 2015. Gold which the bail is made from is a soft metal and will stretch or break if the necklace snags or is pulled. Because of the length of time during repairs, we do not believe there is a weakness or defect causing the bail to break. Therefore, we cannot honor your request for a new necklace. We have in our previous response explained our decision for not replacing your ring at this time.
We do thank you for your patronage with our company and regret your frustration with this situation.
Sincerely,
Vicki C[redacted]
Resolution Specialist

Final Consumer Response /* (2000, 11, 2016/01/11) */
Good morning,
I made the complaint against KAY Jewelers NOT Sterling Jewelers and I also received a call from the manager to correct error. you may close this claim. thank you.

February 5, 2018     Gentana Lewis         8008 SE 62nd Lane Ocala FL 34472   Revdex.com ID # [redacted]   Dear [redacted]   We appreciate the opportunity to respond to your concerns about the service you received from our company. We take...

our guests concerns seriously and have forwarded your service concerns to the district manager over the Orlando Outlet and Paddock Mall stores. They will investigate and address your service concerns with those team members involved.   We investigated your concerns and found the following. ·         On January 1, 2018 you purchased an engagement ring at the Orlando Outlet store and it was sent to our Design and Service Center to be sized to 8.25. You picked up the ring when it returned from repair. ·         On January 15, 2018, our Paddock Mall store sent your ring to their Design and Service Center to be sized to 8. You picked up the ring when it returned from repair on January 31, 2018.   We appreciate the importance of jewelry to our customers and are sorry if your  finger was sized incorrectly at two different stores. We understand that you did not purchase an Extended Service Plan (ESP) with your ring which would cover ring sizing fees as well as maintenance needed for white gold rings. ESP can be purchased for only one year after purchase. As a gesture of good will, we are mailing a Kay Jewelers gift card for $159.99, the price of ESP on your ring, which you may use to purchase ESP or a new ring sizing if you prefer.   We apologize for any inconvenience you experienced in this matter.   Sincerely,     [redacted] Resolution Specialist   cc:       Revdex.com

Initial Business Response /* (1000, 10, 2016/05/12) */
May 12, 2016
Dear Ms. [redacted]:
We appreciate the opportunity to respond to your concerns regarding the service you received from our company during the repair work on your engagement ring. We have forwarded your service complaints to the...

district manager over the store and the supervisor of the Customer Care Representatives involved. They will investigate and take any needed remedial action with those involved to prevent a reoccurrence.
We investigated your concerns regarding your engagement ring and found that your ring was sent to the vendor on January 19, 2016 to have a Heart's Desire diamond replaced. We regret the length of time this repair took and the lack of a consistent return date.
We recognize the importance of your engagement ring to you and understand your distress with the problems you have experienced. According to our records, you exchanged for a new ring on April 28, 2016 and the Customer Care Department credited your account $150.00.
We apologize for your frustration and any inconvenience you experienced in this matter.
Sincerely,
Vicki C.
Resolution Specialist
cc: Revdex.com
Initial Consumer Rebuttal /* (2000, 12, 2016/05/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
A refund was given and a new ring was purchased.

Initial Business Response /* (1000, 6, 2015/06/23) */
June 23, 2015

Dear Ms. [redacted]:
Thank you for contacting us regarding your wedding set and the service you received from our company. We have forwarded your service complaints to the district manager over the [redacted] Mall store, repair...

shop, and the supervisors of the Customer Care Representative mentioned. They will investigate and take any remedial action needed with those involved in order to prevent a reoccurrence.
We investigated your complaint about the repair work on your wedding set and found the details regarding what occurred to be accurate. We regret that the work was not satisfactory and that the diamonds on your band were chipped. We would like to clarify that your wedding set was returned to the repair shop on May 26, 2015 in error and we are sorry for any actions which has led you to believe our company is trying to give you the run around or cover something up as you have asserted.
Our records indicate that you picked up your wedding set on June 3, 2015 and are working with the store manager at the Hulen store to select a band or enhancer to exchange for your bands. We have agreed to exchange the bands at the $900.00 purchase price as you have requested. In addition, we are mailing a $100.00 Kay Jewelers gift card as compensation which you may also you toward the exchange.
We apologize for your dissatisfaction in this matter.
Sincerely,
Vicki C.
Resolution Specialist
cc: Revdex.com

Initial Business Response /* (1000, 10, 2015/11/30) */
November 30, 2015
Dear Ms. [redacted]:
We appreciate the opportunity to respond to your concerns regarding the repair work and service you received from our company. We have forwarded your complaint to the district repair manager over the...

repair shop and the district manager over the Piqua store. They will investigate and take any needed remedial action with those involved in order to prevent a reoccurrence.
We understand the importance of your wedding rings to you and understand your frustration with the problems that have occurred. We understand that your rings recently returned from repair and that the work was unsatisfactory. We are confident that the case specialist you have begun to work with will assist you in obtaining a resolution with your repair concerns.
We apologize for your dissatisfaction in this matter.
Sincerely,
Vicki Co.
Resolution Specialist
cc: Revdex.com

Initial Business Response /* (1000, 10, 2015/11/13) */
November 13, 2015
Dear Ms. [redacted]:
We appreciate the opportunity to respond to your concerns regarding your engagement ring and the service you received from our [redacted] store. 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 investigated your complaint regarding your engagement ring and found the following.
" On October 7, 2014, you brought your ring to our store for sizing to a 5.5.
" On October 8, 2015, the job records indicate that opal was heat damaged, you were notified, and a new opal was ordered. You notified the store not to set the new opal until you approved it.
" The replacement opal arrived from the vendor chipped. It was returned to the vendor on October 16, 2015. Our store notified you of this delay.
" On October 23, 2015, the new opal arrived and you were notified to come to the store to approve the replacement opal.
We recognize the importance of your engagement ring and understand your distress that your opal's appearance changed from heat during the repair. We have procedures in place to protect our guests' jewelry while it is in our possession during repairs. Unfortunately, human error can still occur. As compensation for what occurred, we have credited your husband's credit account $150.00.
We apologize for your frustration and the inconvenience you have experienced in this matter.
Sincerely,
Vicki Co.
Resolution Specialist
cc: Revdex.com

December 12, 2016  Dear Ms. [redacted]:   Thank you for contacting us with your concerns regarding your gift card and the service you received from our company. You service concerns have been forwarded to the Customer Care Department’s management. They will investigate and address...

your concerns further.   We would like to clarify that there was an issue with the gift card that was discovered when our Customer Care Department was working on reissuing it after your order was canceled. The gift card was purchased fraudulently by the person who sold the gift card to the website where you purchased it. We regret the confusion this caused with the Customer Care Representative and the delay this caused.   We are mailing a Kay gift card for $225.00 to replace the one used on your canceled order. We are adding $75.00 as compensation which will increase the gift card to a total of $300.00. You can use the gift card online or in our store. Please understand that since the gift card was not purchased by you from our company we cannot provide a refund.   We apologize for your dissatisfaction in this matter.   Sincerely,     Vicki C. Resolution Specialist   cc:       Revdex.com

Initial Business Response /* (1000, 5, 2015/12/07) */
December 7, 2015
Dear Ms. [redacted]:
We appreciate the opportunity to respond to your concerns about the service you have received from our [redacted] Mall store and your fiancé's band. We have forwarded your service complaints regarding the...

problems you experienced with the custom design of your engagement ring and lack of follow-up to the district manager over the store. He will investigate what occurred and take the needed remedial action with those involved to prevent a reoccurrence.
We would first like to clarify that because the band and repair work are not listed under your name, we are limited in the amount of detail we can provide to you. We investigated your complaint and found the following.
" In June 2015, a men's white gold band was purchased.
" At the end of July 2015, the band was sent to our Design and Service Center with a diamond. The instructions for the work request that the diamond be set flush in center of ring.
" The band returned to the store with the work completed in mid-August. It was sent back to the Design and Service Center to have the diamond re-set in a bezel setting and the band sized to 9.25. The work was completed at the end of August. One repair fee was paid on the day it was picked up.
" On November 10, 2015, you contacted the Customer Care Department because you wanted the band custom made at a different Kay Jewelers store and the return or exchange of the band purchased in June had been denied. The Customer Care Department also agreed that the band could not be returned or exchanged.
We understand the importance of your fiancé's band to you and recognize your frustration that he was not able to wear the band at first without being scratched and that the band now shows some signs of the first repair after the bezel setting was added. We understand that the district manager has agreed to discount the custom of the band from approximately $2,200 to $1,700 with tax included. The discount is more than half the original price of the band due to the Love Rewards discount received that day.
Because the band is beyond our return/exchange policy, we cannot honor your request to exchange the band toward the custom. However, we will mail a $100.00 Kay Jewelers gift card for the fee paid at the end of August for the setting of the diamond. If you can provide the date and sales slip number of the additional repair charge you reported to paying, we will increase the gift card to include that amount.
We apologize for your dissatisfaction in this matter.
Sincerely,
Vicki C.
Resolution Specialist
cc: Revdex.com
Initial Consumer Rebuttal /* (3000, 7, 2015/12/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This ring was not our first issue with Kay Jewelers. We have had nothing but problems since we started with them in February. I am glad we started on our wedding bands early so that we will still have them done for our wedding.
After we got my fiance's ring back from Kay Jewelers, I took the ring to multiple different jewelers (including Jared's, a sister to Kay's) who all stated they would never stick a customer with a ring that they did not love. They all apologized for what happened to us which was interesting to me as it was not their fault and I never heard an apology from Kay's. Jared's even looked at our custom order and stated that Kay's was overcharging us for the custom and that they could do the custom for $1800 instead of the $2200 originally quoted from Kay's.
At Kay's, we were promised things that were never delivered to us. We were told we would not be able to see the flaws from the first repair after the second repair was finished. This was not true. We were never able to get a hold of anyone as no one would return our phone calls. We had to run back and forth between different stores because no one could give us a straight answer.
Kay Jewelers (with the "discount" which really was not a discount at all) quoted us $1700 for a custom piece that would give us everything we wanted. We finally took the ring to [redacted] in [redacted]. They quoted us $300 for the exact same specifications. Since we already spent approximately $1000 on the ring, we do not feel that we should have to spend another $1700 to fix a mistake that was not ours and to get exactly what we want (especially since we own the diamond).
If you are going to refund the repair cost to us, I would like it in a check. I have no need for a Kay Jewelers gift card at this time, as we will be taking the ring to [redacted] due to the cheaper quote and a trusting relationship. I do not want to put any further money into Kay Jewelers and will not be coming back to your store.
Therefore, I would like a refund of the repair cost ($100) in a check as well as a refund of our gas ($50) that we had to use to make multiple trips back and forth to [redacted] from [redacted] and between multiple Kay Jewelers.
Final Business Response /* (4000, 9, 2015/12/23) */
December 23, 2015
Dear Ms. [redacted]:
Thank you for contacting us again with your concerns regarding your fiancé's band. We are sorry to hear that we were unable to fulfill your custom design jewelry needs. We have closed the $100.00 gift card that was mailed to you. As you have requested, we are mailing a $150.00 [redacted] gift card, which can be used any where [redacted] is accepted. Please allow 14 business days for delivery.
We apologize for your continuing dissatisfaction in this matter.
Sincerely,
Vicki C.
Resolution Specialist
cc: Revdex.com
Complaint Response Date bumped because: Holiday
Complaint Response Date bumped because: Holiday
Final Consumer Response /* (2000, 11, 2015/12/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am not satisfied with this company but I accept this resolution as I have taken the ring elsewhere and had it done beautifully. I will not be returning to Kay Jewelers.

Initial Business Response /* (1000, 7, 2015/08/19) */
August 19, 2015
[redacted]
[redacted]
Dear Ms. [redacted]:
We appreciate the opportunity to respond to your concerns regarding your ring and the service you received from the [redacted] store. We have...

forwarded your service concerns to the district manager over the store. He will investigate and take the remedial action needed with those involved to prevent a reoccurrence.
We would first like to clarify that invisible set diamonds are not a 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. When an invisible set diamond is lost or damaged, 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. This is the same procedure for all invisible set or princessa diamond rings and is not because we no longer sell your same ring.
During our investigation into your concerns regarding the repair of your ring, we learned there was an error in which your diamond ring and band were initially sent out to the repair center with wrong paperwork. The error was corrected but there was a delay in sending your ring to the home office repair shop. Our records indicate that your ring returned to the store on August 6, 2015 and although you have been notified, you have not picked it up.
We appreciate the importance of your special ring to you and we understand your disappointment with the length of time it has been out of your possession. As stated above. the repair work on your ring was completed and you can pick up your ring. Because your ring was purchased in 2010, we are unable to honor your request for a refund. However, as has been explained to you, you are eligible to either trade in your ring or the quad center head toward a single loose diamond or new diamond ring double the value of the original merchandise.
We apologize for your frustration and any inconvenience you have experienced in this situation.
Sincerely,
Vicki C[redacted]
Resolution Specialist
[redacted]