Signet Jewelers

December 28, 2016   Re: Revdex.com ID#: [redacted]   Dear [redacted]   Thank you for contacting us with your concerns regarding your online purchase and the service you received from our company.  We investigated your complaint and found the following.   On December 7, 2016 you...

spoke with a Customer Care representative regarding your desire to place an order for pick up in store in NY but they explained that at that time the delivery date would be December 12, 2016.  On December 8, 2016 you spoke with a Customer Care representative at 7:03 pm who explained that due to your attempting to place your order after 2pm caused the delivery date to change until Tuesday, December 13.  On December 15, 2016 you placed an online order which was shipped to a residence by UPS Next Day Air at no additional cost.  This order arrived at the shipping address you provided on December 16, 2016 as you stated in your complaint.   We would like to clarify the following regarding our policy on using our free Ship to a Store option for online orders:   When you choose this option your purchase will be shipped UPS Second Business Day.  Please note that delivery dates are based on business days and do not includes weekends and holidays.  Business days are Monday – Friday (excluding U.S. federal holidays).Orders placed and payment approved by 2:00pm Monday – Friday will ship the same day.  Orders placed after 2:00pm ET or on Saturday, Sundays or holidays will ship no later than the next business day pending payment approval.   As stated in your complaint, you originally decided not to place your order on December 6, 2016 as you were concerned that it would be sent back if you did not pick it up on the delivery date of December 8, 2016.  We would like to assure you that, as is stated on our website, you would have received an email when your purchase arrived at your chosen location and you have 30 days from the day we send the email to pick up your purchase.     We hope that this will give you assurance that in the future that you can use our Ship to Store option without the fear that you must pick up the merchandise immediately after it is delivered.   We apologize for your frustration in this matter and regret any inconvenience this has caused you.   Sincerely,     Shawn C. Resolution Specialist

July 12, 2016
Dear Ms. [redacted]
We appreciate the opportunity to respond to your concerns regarding the service you received from company regarding your LeVian bridal set. We forwarded your service concerns with the repair work our company performed to the district manager over the Design and...

Service Center. He will investigate further and take the remedial action needed to prevent a reoccurrence.
We would first like to assure you that our company manages more than 4 million service and repair transactions each year and we take great pride in the trust our guests place in us with caring for their jewelry. While we make every effort to protect our guests jewelry during the repair process; unfortunately, human error can occur. As you have stated in your complaint, your rings should have been made by LeVian in your size if possible and we regret the inconvenience that not having been done so caused.
According to our records, our Guest Relations Department has arranged a refund as you have requested. In the hope that this situation will not sever our business relationship with you, we are mailing a $200.00 Kay Jewelers gift card for a future purchase with our company online or in one of our stores.
We apologize for your frustration in this matter.
Sincerely,
Vicki C.
Resolution Specialist
cc: Revdex.com

July 5, 2017        Revdex.com ID # [redacted]   Dear Ms. [redacted]   We appreciate the opportunity to respond to your concerns regarding the service you received at our DeWitt store. We located the credit inquiry to which you refer in your complaint. Unfortunately, a...

physical credit application has not yet entered our system for review.   We emphasize in our policies and training clear communication with customers regarding applications for credit. In particular, all customers applying for a credit account are provided with full terms and conditions as well as disclosures explicitly stating that we may pull a credit report (considered a “hard” inquiry) in order to confirm that they qualify. We regret if this did not occur on your visit to our store. We have discussed your concerns with the District Manager responsible for the store to ensure that our policies and procedures are clear and continue to be reinforced with our team members.   We contacted the credit bureaus to remove the credit inquiry from your credit history. Please allow for up to 15 days for the adjustments to appear on your credit reporting.   We apologize for your dissatisfaction in this matter.   Sincerely,     Vicki C Resolution Specialist   cc:       Revdex.com

April 25, 2017       Re: Revdex.com ID # [redacted] Customer Care ref # [redacted]   Dear Ms. [redacted]   We appreciate the opportunity to respond to your concerns about the service you received from our Honey Creek Mall store regarding your ring. 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 investigated your complaint and found that the details are accurate. According to the store manager Heather, LeVian has given an estimate for $1,000.00 for a natural ruby. She will discount this amount to $500.00. We are mailing a $500.00 gift card to you for the remaining amount. Please contact Heather at (812) 234-3821 if you accept this offer and she will complete the arrangements.   We apologize for our error and the inconvenience you experienced in this matter.   Sincerely,     Vicki C.

Initial Business Response /* (1000, 5, 2015/11/30) */
November 30, 2015
Dear Mrs. [redacted]:
Thank you for contacting us with your concerns regarding your watch and the service you received at the Dublin OH store. We have forwarded your service complaint to the district manager over the...

store. She will investigate further and take any needed remedial action with those involved to present a reoccurrence.
It is normal procedure to quality check our guests' merchandise before we notify them that it is available for pick up. If additional work was needed to make your watch work, you should have been notified of this. We regret the inconvenience and frustration that this has caused you. We are mailing a $300.00 Jared gift card that you can use toward the additional charge. You may use the remaining amount on a new purchase in-store or online.
We apologize for your dissatisfaction in this matter.
Sincerely,
Vicki C.
Resolution Specialist
cc: Revdex.com

Initial Business Response /* (1000, 6, 2015/06/19) */
June 19, 2015
M[redacted] S[redacted]
[redacted]
[redacted]
Dear Mr. S[redacted]:
We appreciate the opportunity to respond to your concerns regarding your custom design wedding set and the service you received from our...

[redacted] store. We have forwarded your service complaints to the district manager over the store. He will investigate and take any needed remedial action in order to prevent a reoccurrence.

We reviewed the repair history of your wedding rings since their purchase and design in 2012 and confirm there have been a number of repairs for replacing damaged or lost sapphires as well as one repair in 2013 for the head coming detached from the ring. We recognize the importance of the wedding set you designed for your wife and can understand your distress when issues arise with these special rings.
In addition, we would like to clarify that sapphires are not as hard as diamonds and can be chipped or damaged easier than diamonds. Sapphires come in a wide range of colors and hues. Therefore, it can be difficult to locate a natural pink sapphire with the same hue as the other sapphires in the engagement ring. Currently, the ring which our records indicate was brought to our store on February 7, 2015 for the most recent repair is at a gemstone vendor to find a matching pink replacement sapphire.
As stated on our receipts and explained during the custom design process, custom jewelry is not returnable. Therefore, we cannot honor your request for a return. The offer our store manager and Customer Care Department has arranged which is an exchange with an additional $500.00 credit is still available to you. If you would prefer to custom design a new wedding set with our company instead of selecting merchandise from our stock, you may certainly pursue that option instead.
We apologize for your frustration and any inconvenience you experienced in this matter.
Sincerely,
V[redacted] C[redacted]
Resolution Specialist
cc: Revdex.com
Initial Consumer Rebuttal /* (3000, 8, 2015/06/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While sapphires are not as hard as diamonds, this does not explain why the sapphires keep falling out of the ring. The last two repairs have been because the sapphire has come out of the ring and not because it was damaged or chipped. Further, the first two repairs were done because the either the center diamond was lose or fell out of the ring. There has only been one repair due to a broken or chipped sapphire. Thus, the fact that sapphires are not as hard as diamonds does not explain the need for constant repairs in the ring. There is something else that is going on that has caused the need for constant repairs to the ring. It seems that the problem is not that sapphires are not as hard but rather a design flaw in the setting. You are blaming the issues with this piece of jewelry on sapphires that are not as hard as diamonds. This is obviously not the issue with the ring. Please take responsibility of the design flaw in this jewelry. We were sold a piece of jewelry that would not meet the expectations of any consumer and we hope would not meet the quality standards of your company.
You state that we brought the ring to the store on February 7, 2015, but we actually brought the ring to the store on January 15, 2015. I am not sure if the ring sat in the store for three weeks before it was actually sent for repair on February 7, 2015 or what happened during these three weeks, but that could help explain part of the significant delay in getting the ring repaired this time.
While it might take some time for the jeweler to match the color of the stone, the ring has been gone for 165 days as of today is inexcusable. We have been without this ring for 165 days as of today. Nobody has explained why it has taken over 5 months to find a stone that matches the stone in the ring, but this makes me worry about the future of the repairs for this ring. If it takes 6 months this time to repair the ring with no explanations or updates, it could take just as long if not longer the next time.
Since I have bought this ring, as of today, the ring has been away for repairs for a total of 250 days. It is not fair to me as a customer to spend as much money as I have on a piece of jewelry and have it away for repairs this much. You seem to indicate as well as the store manager that the need for these repairs will continue in the future. We cannot imagine spending the next 30 years having to send off this expensive piece of jewelry every 6 months or so. It is not fair to us as a customer and consumer to have to deal with these constant issues. And the offer to just trade in the ring for another ring is unsatisfactory. You, as well as the store manager, are treating this piece of jewelry like a used car and not a wedding ring by telling us that we can just trade it in for something else.
It is unfair to us and inexcusable to say that you will not honor our request for a refund because the ring is custom jewelry. The only part of the ring that is custom designed is the pink sapphires. The cost of the sapphires compared to the cost of the diamond, setting, and bands is minimal. Therefore, to not honor the request for a refund because the ring has pink sapphires is completely unfair to us as customers of a piece of jewelry with obvious design flaws. The cost of the diamond alone makes up the bulk of the price of the ring. The two wedding bands also make up a good portion of the ring. The fact that the ring is set with pink sapphires should not preclude us from a refund.
Please think of how you would feel if you were stuck in our position and honor our request for a refund so that we do not have to deal with the ramifications of the design flaw in this piece of jewelry for the next 30 plus years.
Final Business Response /* (4000, 10, 2015/07/08) */
July 8, 2015
M[redacted] S[redacted]
[redacted]
[redacted]
Dear Mr. S[redacted]:
Thank you for contacting us with your additional concerns. We would like to clarify that our records do indicate that the sapphire ring was received in our store in February as we previously stated. There was a topaz ring in for repair during January which our records indicate was ready on January 12th. However, it was not picked up until January 19th. We regret that we cannot confirm your assertion that the sapphire ring was brought to our store on January 15, 2015.

Please understand that broken gemstones and diamonds can also fall out of their settings. All jewelry sent to our repair centers are examined for flaws and defects. Since we offer a six month repair warranty on our work and well as Extended Service Plans, it is in our best interest to identify and correct any issues which could cause repeat problems. We have found no evidence that there is a design flaw or defect in the wedding set.
We contacted management in our home office repair area to investigate further why the repair work from February took so long. According to the information they provided, it takes at least six weeks for a stone cutter to laser cut a trapezoidal shaped natural pink sapphire. When the wedding set returned to the home office at the end of May, a jeweler damaged two small pink stones in the ring. The ring was returned to the stone cutter to have the new stones cut to color match the ones in the ring. Because they were smaller stones, it did not take the same length of time as the first sapphire. The wedding set returned to the store with all work completed on June 29, 2015 and was picked up the same day with your reported satisfaction.
We deeply regret that information regarding the two small sapphires was not provided to you. It appears from the documentation on the repair notes that each time a store associate or Customer Care representative contacted the repair shop for an update; they were informed that the wedding set was at the stone cutter with no explanation that this was the second time. We are reviewing our communication procedures between the repair shop and other departments in order to present a future reoccurrence.
We would like to clarify that our offer to exchange your wedding set was not meant to diminish your sentimental attachment to these special rings. The exchange offer is flexible; you can exchange a portion of the set for a ring of a different design while keeping the wedding bands, for instance, to retain the sentiment of the set. Since you have the wedding set back in your possession if you wish to take time to consider the offer, we will hold the offer open to you for the future. The Customer Care Department previously offered a $500.00 credit toward an exchange. Due to the new issues that have surfaced, we are increasing this to $750.00. We are mailing this to you in the form of a Key Jewelers' gift card. You may use this toward the exchange offer or on new merchandise as you wish.
We apologize for your continuing dissatisfaction and the inconvenience you and you wife have experienced in this matter. We hope that the above information clarifies why the repair work was delayed.
Sincerely,
V[redacted] C[redacted]
Resolution Specialist
cc: Revdex.com
Final Consumer Response /* (4200, 12, 2015/07/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for the giftcard that you sent us. This is not the resolution that we are seeking, but it seems that this is the best we are going to get. We are still having trouble understanding the logic of rejecting our requested relief, but we are stuck in a position with no other options according to your company. We feel that we have been refused what we are entitled to and that you are trying to avoid the real issue and push it under the rug. It is unfortunate that we will be stuck dealing with the same issues with the ring that have persisted in the past. We just don't understand the business decision and refusal to honor our request. We have been told by the store manager that the same issues will continue, so rather than your company and us as customers having to endure dealing with the same issues, the requested relief seems reasonable. Unfortunately, this feeling is not mutual.

Initial Business Response /* (1000, 5, 2016/03/30) */
March 30, 2016
[redacted]
[redacted]
Dear [redacted]. [redacted]:
We appreciate the opportunity to respond to your concerns regarding your credit account and engagement ring. We located the credit account to which...

you referred and we confirmed that the name on our account is associated with the name under which you submitted your complaint.
We would first like to clarify that we offer a 12 Month No Plan if paid in full within 12 months. To qualify for the plan, the total purchase must be greater than $500.00 and a 20% down payment is required. While your November 2015 purchase was over $500.00, no down payment was made to covert the purchase to the no interest plan. Therefore, your purchase defaulted to our regular interest-bearing plan. Your February 7, 2016 purchase is on the 12 Month No Interest Plan.
Our records indicate that your November 2015 purchase qualified for $2,500.00 in Holiday Dollars. From November 19 2015 to November 25, 2015, we offered our customers a rewards program called Holiday Dollars that gave a $100.00 coupon toward a future purchase for every $300.00 spent. The future purchase was to be made during the redemption period of January 4, 2016 to June 19, 2016 in store or online and totaling $300.00 for each $100.00 coupon used. The coupons could be used separately or in the total amount. They have no cash value and are not the same as a gift card or certificate. Our store associates are trained to explain how the coupons are redeemed and the terms of usage are printed on the coupons and on signs in the store. The $400.00 discount used on your husband's ring was the limit it qualified for due to the ring's purchase price. The remaining $2,100.00 discount is still available until June 19, 2016.
We are sorry to hear that your ring has a crack in the shank and that the white gold is turning colors. To create white gold, yellow gold is combined with copper, zinc and nickel (or palladium). All white gold has a natural light yellow tint to it. White gold jewelry is then plated with rhodium, a shiny metal in the platinum family. An individual's body chemistry, cosmetic lotions, hand sanitizers, household cleaners, etc. can all affect when the yellow tint becomes noticeable and thus requires the re-application of the rhodium to bring back the crisp white finish. These variables cause the rhodium to wear off at different rates for different individuals. The Extended Service Plan that you purchased with your ring will cover the rhodium plating and will fix the break in your shank.
We recognize the importance of your engagement ring to you and understand your distress that problems have occurred. However, because your purchase is beyond our return policy, we are not able to your request for a refund. However, our jeweler will evaluate your ring when it is sent you repair for manufacturer's defect. If defect is found, we would offer an exchange for either the same style ring or a different one.
We apologize for your dissatisfaction in this matter.

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

12/11/2017   Re: Revdex.com complaint # [redacted]   Dear [redacted]:   We appreciate the opportunity you have given us 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 investigated your concerns and found the following information.   On June 29, 2016, you opened a credit account with our store, Kay Jewelers.  On July 9, 2017 you financed a purchase totaling $4,120.98. You made a qualifying down payment of $825.00 for this purchase which made it eligible for our 12 Month No Interest If Paid In Full Plan, however, this purchase was financed on an interest bearing plan. On October 20, 2017, your account was place with Genesis FS Card Services (Genesis) for servicing.   As part of our investigation, we shared our findings with Genesis and requested that all finance charges associated with this purchase be rebated and the purchase be converted to the 12 Month No Interest If Paid In Full Plan.    In response, they advised us that these corrections, including the rebate of finance charges associated with this purchase, in the amount of $160.66, have been completed.   We apologize for any inconvenience you experienced in this matter.  If you have any additional questions about your credit account, please call Genesis at 1-866-875-0891.                                         ...⇄ Sincerely,     Shawn C Resolution Specialist

March 7, 2017   [redacted] Tiffin OH 4483   Dear Ms. [redacted]   We appreciate the opportunity to respond to your concerns regarding the service you received from our Findlay store. Your service concerns have been forwarded to the District Manager responsible for...

the store. She will investigate and address your concerns further.   You should be aware that we take our guests’ concern seriously and would like to assure you that we investigate all concerns raised by our guests. Because they are our competitors, her jewelers’ opinions of our company may be biased in an attempt to gain your trust and business. Therefore, we cannot comment on your allegation that other people have had issues with our company as reported by another jeweler.   We investigated your complaint and found the following. ·         On October 16, 2016 your fiancé purchased an engagement ring and wedding band. Our ring stock size is a 7 and our store team member placed a sizer on the ring so that you could wear it until it could be sized. ·         On November 6, 2016, we sent your engagement ring to our repair shop to be sized to 4.5. Our jeweler determined that the ring could not be sized to a 4.5 without affecting the integrity of the diamond settings. The jeweler suggested ordering the ring made from the vendor in the size needed and an special order was placed on November 14, 2016 by our store team members. ·         The ring returned to the store on November 15, 2016 without being sized and picked up on November 18, 2016. ·         The special ordered ring arrived from the vendor on December 13, 2016.   We would like to clarify that our return policy for jewelry is sixty days from the date of purchase. Unfortunately, your request for a refund occurred after the 60 days. The special ordered ring is still available at the Findlay store if you wish to replace it with the ring you currently are wearing.     We are sorry to hear of your decision to severe your business relationship with our company. Because you have not utilized the Extended Service Plans purchased on the wedding set, we will allow you to return them. Please take a copy of this response and your receipt with you when you visit our store.   We apologize for your dissatisfaction in this matter.   Sincerely,     Vicki C Resolution Specialist   cc:       Revdex.com

Initial Business Response /* (1000, 5, 2015/09/02) */
September 2, 2015
[redacted]
Dear Mr. [redacted]:
Thank you for giving us the opportunity to address your concerns regarding the optional credit insurance or Payment Protection Plan (PPP)...

you purchased. We located the credit account to which you refer in your complaint, and we confirmed that you are authorized on the account by the named account holder, [redacted], to discuss its details.
We would first like to clarify that the PPP is administered by Assurant Solutions LLC and not Kay Jewelers. Types of coverage vary by state; Assurant sends details of your coverage to the billing address on your credit account for your review shortly after it is purchased. That certificate defines the types of qualifying events covered and details how to submit a claim. Premiums for the coverage are billed on the next monthly statement.
We investigated your complaint and found the following.
[redacted] opened a credit account with our company, Kay Jewelers, on November 12, 2012 and financed purchases totaling $267.82. The PPP was purchased on the account that day.
From October 26, 2013 to March 23, 2014 purchases totaling $11,139.96 were financed. Payments were made regularly.
On April 16, 2015 you filed a property claim with Assurant. The claim was denied on April 30, 2015 because we do not offer this type of coverage in the state of NY.
On May 19, 2015 you contacted our Customer Care Department because you wished to finance new rings to replace those that were stolen. Since you were carrying a substantial, valid past due balance, we could not process the purchase request; we offered to rebate $753.00 in fees to enable you to submit the request to finance the new purchase on credit.
We received a $2,000.00 payment on May 20, 2015. A credit of $753.00 was applied to the account on May 29, 2015 and new purchases totaling $8,260.91 were financed the same day.
Our store associates are trained to properly explain the terms of PPP during the sales presentation. Due to the length of time since the purchase we can neither confirm nor deny what was said. Please be aware that you only paid for coverage as offered by your state; you have not paid any premiums for property coverage.
For the reasons above, we cannot waive the cost of the replacement rings. However, if you wish to cancel PPP from the account, we can credit the account for the $300.83 in PPP charges. Please have [redacted] contact the Customer Care Department at [redacted] if she wishes to accept this offer.
We apologize for your dissatisfaction in this matter.
Sincerely,
Vicki C[redacted]
Resolution Specialist
cc: Revdex.com

September 11, 2017        Revdex.com Case: [redacted]   Dear Mr. [redacted]   Thank you for contacting us with your concerns regarding the service you received from our company. We located the credit inquiry to which you refer in your complaint, and we confirmed that the...

name on the inquiry is associated with the name under which you submitted your complaint.   Please be assured that we follow all federal and state regulations regarding credit. The three credit reporting bureaus, Equifax, Experian and TransUnion, can each report a different credit score for an individual. In addition, as explained in our letter to you, we use a proprietary system of analytics in our credit application review process. We believe these are the numbers you are referring to in your complaint which are shown in a range.   For further information, the Consumer Financial Protection Bureau offers guidance on credit scores and reporting at the link below.   https://www.consumerfinance.gov/consumer-tools/credit-reports-and-scores/   We hope the information above clarifies matters. If you require a more detailed explanation, please attached a copy of the letter you received from our company to your Revdex.com complaint.     Sincerely,     Vicki C Resolution Specialist

April 26, 2017       Dear Mr. [redacted]   Thank you for providing the city and state that the store location was located in. We have forwarded your contact information and service concerns to the district manager Tracey Wessel. Our district managers handle discounting and can work with you on prices of merchandise.   We would like to clarify that sale prices are not available until the promotion occurs as they are programmed into our store’s computer system. If any further discounting can be provided, our district manager will assist you.   We apologize for your dissatisfaction in this matter.   Sincerely,     Vicki C

Initial Business Response /* (1000, 5, 2015/06/22) */
June 22, 2015
Dear Mrs. [redacted]:
We appreciate the opportunity to respond to your concerns regarding your anniversary ring and our Diamond Guarantee. We would first like to clarify the difference between our Diamond Guarantee and...

Extended Service Plan.
Our Diamond Guarantee is a complimentary warranty we give all our customers who purchase jewelry with diamonds. This warranty replaces the diamonds 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, which is to our mutual benefit. If the inspections are not completed, the Guarantee becomes null and void.
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 the lost or damaged diamonds.
As our store associates have already explained, we cannot replace your diamond free of charge because you have not met the criteria for a free diamond replacement under the terms of the Diamond Guarantee. In response to your request for a refund, your anniversary ring was purchased in 2010 and beyond our sixty day return period. WE would not make an exception to our return policy in this instance.
We would like to let you know that we can send your ring to our repair shop for an estimate to replace the diamond. If you have the diamond replaced through our company, your Diamond Guarantee will be reinstated. In order to avoid diamond replacement costs in the future, please stop by one of our stores with your Diamond Guarantee paperwork every six months for an inspection.
We apologize for your frustration in this matter.
Sincerely,
Vicki C.
Resolution Specialist
Initial Consumer Rebuttal /* (3000, 7, 2015/06/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have worked for a "BIG BOX" store for years selling "ESP'S". By no means my company does not FORCE the customer to come in and have the item examined as this is very poor business practice! FALSE advertising here and I do not agree as this is a company making money once again and NO CUSTOMER SATISFACTION HERE AT ALL!!
Final Business Response /* (4000, 9, 2015/06/26) */
June 26, 2015
Dear Mrs. [redacted]:
Thank you for contacting us again with your concerns. We would like to clarify that the Extended Service Plan does not require inspections to maintain is coverage. However, it covers repair to the metal portions of the ring only and does not replace damaged or missing diamonds.
Our Diamond Guarantee which is a complementary warranty does require inspections so that potential issues which could lead to a missing diamond are identified and repaired before this occurs.
We apologize for your continuing dissatisfaction in this matter.
Sincerely,
Vicki C.
Resolution Specialist
Final Consumer Response /* (4200, 11, 2015/06/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Nis representation of product sold to me! Unsatisfactory customer service should be addressed to the consumer's.

Initial Business Response /* (1000, 5, 2016/02/29) */
February 29, 2016
[redacted]
[redacted]
Dear Mr. [redacted]:
We appreciate the opportunity to respond to your concerns with the service you received from our company. We would first like to thank you for...

your service to our county in the military.
We apologize that the stamp on your Ever Us ring was removed during sizing. We have forwarded your service complaints to the district manager over the repair shop. She will investigate and take the needed remedial action with those involved to prevent a future reoccurrence.
We understand the importance of your gift to your girlfriend and recognize the frustration that being without it due to our company's error has caused you. According to our records, you picked up the ring on February 23, 2016. We have refunded the $75.86 in finance charges on your account as requested. Additionally, we have credited your account $50.00.

We apologize for your dissatisfaction in this matter. Thank you for your patronage with our company.
Sincerely,
Vicki C[redacted]
Resolution Specialist
cc: Revdex.com
Initial Consumer Rebuttal /* (3000, 7, 2016/03/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
On February 23rd. I went to pick up the Ever Us Ring Leroy's Jewelers and saw that the Ever Us stamp could not be seen with the naked eye. In fact I could only see it through some type magnification glass that you put your forehead on. I took it home to show my girlfriend the ring, and the she too could not believe the poor workmanship. On the 24th of February I returned to Leroy's Jewelers and spoke with a sales representative, I believe his name was Baker. I compared the Ever Us Ring I received to one that was on display and showed him the difference. We both clearly saw the Ever Us Stamp without having to use a scope. He told me to hold on to the original ring and that he would send another Ever Us Ring with directions to size and stamp it to were it can be seen with the naked eye. He said it would be shipped to the main office. So, as of this date 03/01/2016 my girlfriend and I are still not pleased with the fact that this ring should have been made in a size 8 to begin with so that this would not happen to other customers. I am about to make my 3rd payment on a ring that has cost my girlfriend and I plenty of grief. This matter has gone from bad to worse. I hope to receive a better response in regards to this matter. Thank you Sirs.
Final Consumer Response /* (3000, 21, 2016/04/04) */
I just received the bill for April and I see where I was credited the interest of $75.86. A credit of the $50.00 for the 1st. inconvenience. $120.00 of a monthly payment credited. But what I don't see is the 2nd. inconvenience offer which was stated as $70.00, bringing the total credit to $315.86. You've only credited me with $245.86. We seem to have a disagreement with the amount again. Again,this is not amusing me whatsoever. You seem to me as though you don't know who you're doing business with. I certainly hope that you rectify this issue immediately. You're continued insult of my character and intelligence is getting very old.
Final Business Response /* (4000, 23, 2016/04/05) */
April 5, 2016
[redacted]
[redacted]
Dear Mr. [redacted]:
Thank you for contacting us again. We would like to assure you that we are not taking your concerns lightly. The billing statement you received has a cycle date of March 18, 2016. Any activity after March 18 will appear on your next billing statement. The $70.00 credit posted on your account on March 21, 2016.
If you wish to verify this further, you can contact our Customer Care Department at [redacted] or online at [redacted]
We hope this clarifies matters.
Sincerely,
Vicki C[redacted]
Resolution Specialist
cc: Revdex.com

Initial Business Response /* (1000, 5, 2015/12/31) */
December 31, 2015
Dear Mr. [redacted]:
We appreciate the opportunity to respond to your concerns regarding the service you received from our [redacted] store. We have forwarded your service complaints to the district manager over the store....

She will investigate further and take the needed remedial action with those involved to prevent a reoccurrence
We would first like to clarify the terms of our Diamond Guarantee. Our Diamond Guarantee 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. The purpose of the inspections is to prevent the loss of a diamond, which is to our mutual benefit. If the inspections are not completed, the Guarantee becomes null and void.. This information is printed in the Diamond Guarantee brochure you received at the time of purchase along with directions that your paperwork should be brought with you for an inspection. The last documented inspection for the engagement ring that we have record of occurred on April 6, 2014.
We recognize the sentimental value of your engagement ring and understand how distressing it is for a diamond in your wife's engagement ring to be lost. Our store associates are trained to document all inspections on paper and in our computer system. Our store team members do clean jewelry brought into our stores all day long whether it was purchased in our store or not. If your Diamond Guarantee paperwork is not presented for an inspection, the store associate might not understand that you are in the store for your guarantee inspection.
Without a documented inspection in the last six months, your diamond guarantee is null and void and we are unable to honor your request for a free diamond replacement. If you agree to our store's estimate and decide to have the diamond replaced through our company, your Diamond Guarantee will be reinstated until the next inspection is due.
We apologize for your dissatisfaction in this matter.
Sincerely,
Vicki C.
Resolution Specialist
Initial Consumer Rebuttal /* (3000, 8, 2016/01/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It was proven that while in the [redacted] store the lady said she inspected my wife other ring and did not document it. She knew we purchased the ring a Kay because she was looking up all my purchases and she did not enter the inspection into the system until I brought it to her attention then at that point she said it was up to me to tell her to enter it into the system. I can see if we weren't a customer but she knew we were and still failed to enter it. That shows neglagence right there that stores don't enter their inspections
Final Business Response /* (4000, 11, 2016/01/15) */
January 15, 2016
Dear Mr. [redacted]:
Thank you for contacting us again with your concerns. While the incident you describe in your rebuttal suggests an error took place on December 12, 2015 when you visited our store, it does not provide evidence that an inspection took place within the prior six months. December is a busy month for our stores and our store team members do their best to assist everyone fully that are in our stores. We regret that you had to remind our store team member to document the inspection in our computer system on that day.
We would like to clarify that as stated on our Diamond Guarantee brochure your paperwork should be brought with you for an inspection so it can be documented. If you need additional copies of your paperwork, our store will be happy to print them for you if requested.
We apologize for your continuing dissatisfaction in this matter.
Sincerely,
Vicki C.
Resolution Specialist

Initial Business Response /* (1000, 5, 2015/12/28) */
December 28, 2015
Dear Mrs. [redacted]:
Thank you for contacting us with your concerns regarding the quality of your necklace. We investigated your concerns regarding your necklace and found that on December 27, 2015 a representative in the...

Customer Care Department gave permission for the chain to be replaced at the store. If this information is not correct, please let us know.
We apologize for your dissatisfaction in this matter and hope that you will continue shopping with Kay Jewelers.

Sincerely,
Vicki C.
Resolution Specialist
cc: Revdex.com

July 28, 2017     [redacted]   Revdex.com ID # [redacted]   Dear Ms. [redacted]   We appreciate the opportunity to respond to your concerns regarding the service you received at our University Mall store. 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 emphasize in our policies and training clear communication with customers regarding applications for credit. We regret if this did not occur on your visit to our store. We have discussed your concerns with the District Manager responsible for the store to ensure that our policies and procedures are clear and continue to be reinforced with our team members.   We contacted the credit bureaus to remove your individual and joint credit inquiry and credit account from your credit history. Please allow for up to 15 days for the adjustments to appear on your credit reporting. If your husband is dissatisfied with his credit account, he will need to contact us.   We apologize for your dissatisfaction in this matter.   Sincerely,     Vicki C Resolution Specialist   cc:       Revdex.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I may add, When I went to pick up the bracelet that was warranted a new replacement, the manager tried to give me the old bracelet back, once I pointed out there was still something wrong with it that's when she said "okay, let me see if there a replacement in store". If this was warranted a replacement why would she even try to give me the old bracelet again? Thank you for your prompt response.

Initial Business Response /* (1000, 6, 2015/12/17) */
December 17, 2015
Dear Ms. [redacted]:
We appreciate the opportunity to respond to your concerns regarding the service you received from our Destiny USA store. We have forwarded your service complaints to the district manager over the store....

He will investigate and take any needed remedial action with those involved to prevent a reoccurrence.
We investigated your complaint and found the following.
In April 2014, your husband purchased a three stone engagement ring. Our repair shop sized the ring from our stock size of 6.75 to a 5.5.
In May 2014, the ring was exchanged for a Neil Lane engagement ring. The Neil Lane ring was ordered from Neil Lane made in your ring size of 4.5. The special ordered ring arrived in July. We regret your dissatisfaction with the length of time it took your new ring to arrive. Unfortunately, the ring was not in stock in the size and needed to be made.
We were only able to locate one repair on your Neil Lane ring. This occurred in October 2015 when your engagement ring and two bands were sent to the repair shop to be soldered together and had a diamond replaced.
We recognize the importance of your wedding jewelry to you and understand your frustration when problems arise. Based on the information we located, we would not make an exception to our sixty-day return period. If you have additional information regarding the repair work, such as dates or a different name the work might be under if it is not under you or your husband's names, please let us know and we will review further.
We apologize for your dissatisfaction in this matter.
Sincerely,
Vicki C.
Resolution Specialist
cc: Revdex.com
Initial Consumer Rebuttal /* (3000, 8, 2015/12/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Apparently you and your company are proud of how the employees treat your customers. I want a refund. I have never done anything intentionally to damage my rings and every time I have been accused of doing such. I do not wish to have to deal with this anymore, I should not have to.
All this tells me is that your not willing to stand by your company and have great customer service. Real diamonds do NOT chip easy. The fact that there are makes me wonder if they are even real. I received my ring back from the repair you see with ANOTHER CHIPPED "DIAMOND". That I was told theres nothing wrong and when I said there was I again was treated like crap. I'm over it. Just take your ring back and refund the money that's all I want. I do not want this ring anymore. Please don't think that I do. I shouldn't have to send this ring out again to get fixed when I just got it back from supposedly that. How is that my fault? I wish to give this ring back to your company in exchange for a full refund in a check. (As I do not want it any other way) This is the only thing that will make me a happy customer.
Final Business Response /* (4000, 10, 2015/12/30) */
December 30, 2015
Dear Ms. [redacted]:
Thank you for contacting us again with your concerns about your diamond ring. We would like to clarify that diamonds possess a property known as cleavage, which is the potential to break in certain crystal directions. Jewelers can take advantage of this property to shape diamond crystals into the beautiful stones you find in diamond jewelry. Regrettably, that also means that diamonds will sometimes chip or break if struck at certain angles. This characteristic is found in all diamonds and is not a sign of poor quality. We offer our Diamond Guarantee, which replaces chipped or missing diamonds from the mounting provided a documented inspection is conducted every six months for this reason.
We apologize for your continuing dissatisfaction in this matter. However, we would not make an exception to our return policy in this situation.
Sincerely,
Vicki C.
Resolution Specialist
cc: Revdex.com

Initial Business Response /* (1000, 5, 2016/03/25) */
March 25, 2016
Dear Mr. [redacted]:
Re: Revdex.com complaint # [redacted]
Thank you for contacting us regarding your credit account and the service you received from our company. We located the credit account to which you refer in your complaint,...

and we confirmed that the name on your account is associated with the name under which you submitted your complaint.
We would like to clarify that we are unable to set up or modify your online recurring payments. Your new minimum monthly payment of $485.00 is due on the 21st of each month. You currently have 7 remaining recurring payments scheduled to process on the 15th of each month in the amount of $325.00. You must cancel these and set up a new recurring payment schedule for $485.00 in order to keep your account current. You can manage your recurring monthly payments on our website by logging into your account at [redacted].
We reviewed our records and found that we sent you a letter on January 13, 2016 confirming the recurring payments that you set up on our website in the amount of $325.00. That letter also explained that we are unable to modify your recurring monthly payments, even when your minimum monthly payment changes. We sent you letters on January 20, 2016 and February 4, 2016 notifying you of changes to your minimum monthly payment. However, when you contacted us via email on February 2, 2016 you requested that we review and confirm that your recurring online payments were set up correctly. The Representative responded on February 3, 2016 and confirmed in error that your recurring online payments were set up for $485.00. We will forward this service concern to her Supervisor to take any needed remedial action to prevent a reoccurrence. In addition, we reviewed the recorded phone call you mention in your complaint and the recording does not match your allegations.
We apologize for any frustration and inconvenience this caused you. We have removed the past due amount and adjusted the payment history on your account to reflect current. We have also applied a gift card in the amount of $240.00 for this inconvenience.
We would also like to clarify that all purchases on your account are on our promotional interest free program and any finance fees or late fees on your account have been rebated. The end date for each promotional term can be found on each monthly statement. While you are not being charged finance fees, you are being charged for the optional Payment Protection Plan (PPP) that you purchased. If you do not wish to keep this coverage, please call Customer Care at [redacted].
Sincerely,
David K[redacted]
Resolution Specialist
Initial Consumer Rebuttal /* (3000, 7, 2016/03/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The letter is as I stated. They claim it is erroneous. First time I have heard that
I have not received any other letters although the emails clearly state that everything has been updated and is correct
I will cancel the automatic payments as this company cannot be trusted
I see no reason for their "gift card" as I have no intention on utilizing their credit in the future. They cannot be trusted
What can you expect from a company that lies repeatedly and then claims they will discipline one employee? She must be the Corporate Scapegoat
Obviously this case is closed. When I contacted them today they told me I had to get satisfaction through the Revdex.com
Final Business Response /* (4000, 9, 2016/04/01) */
April 1, 2016
Dear Mr. [redacted]:
Re: Revdex.com complaint # [redacted]
Thank you for contacting us again regarding your credit account. We would like to clarify the following points:
We have no record of the letters we sent being returned to us. One of the letters we referenced in our response was the January letter you mentioned in your complaint.
We apologize for any confusion regarding the gift card; we applied the $240.00 to your credit account.
We found one instance where we provided incorrect information regarding the amount of the online autopay you set up. According to the email she sent, the Representative did not offer to change the amount of your online autopay, as we do not have this ability. She did however confirm in error that your online autopay was set up for the correct amount. We're sorry that this error occurred.
We apologize for your continued dissatisfaction in this matter.

Sincerely,
David K[redacted]
Resolution Specialist