Signet Jewelers

Initial Business Response /* (1000, 5, 2015/10/28) */
Dear [redacted] & [redacted]:
We appreciate the opportunity to respond to your concerns regarding the replacement of a diamond in your wedding ring and the service you received at the [redacted]d store. We have forwarded your service complaints...

to the district manager over the store. He will investigate further and take the needed remedial action with those involved to prevent a reoccurrence
We would first like to clarify that the 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.
According to our records, your last documented inspection took place on August 10, 2014. We do not have an inspection listed for February. However, we would like to point out that an inspection in February would have been more than six months ago which would not cover the cost of a replacement diamond.
We recognize the sentimental value of your wedding ring and understand how distressing it is to need a diamond replaced in your special ring. We are unable to honor your request for a free replacement diamond because you have not met the requirements of the Diamond Guarantee. If you would like us to replace the diamond, we can send your wedding ring to our Design and Service Center for an estimate. If you accept the price to replace the diamond, we will reinstate your Diamond Guarantee until your next six-month inspection is due.
We apologize for your dissatisfaction in this matter.
Sincerely,
Vicki C.
Resolution Specialist
Initial Consumer Rebuttal /* (3000, 7, 2015/10/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First off I do not understand how this is complimentary when my husband pay money for the guarantee. THAT'S NOT COMPLIMENTARY. Also in the past I've had to send off my ring for loose diamonds, and fixing it was never an issue if inspected within a year. Also I was advised by the manager that inspection has to be done within a year ATLEAST, and Ms. C. says within 6 months exact. I do not accept this response. Kay Jewelers has went downhill severely as far as service and taking care of their customers. Check the main Kay's Facebook page and look at all the unhappy customers. I will make sure to joy in on Facebook, and show my disgust with this company. I will never spend another dime in Kay Jewelers, if this is the kind of treatment I will receive than I will go elsewhere. Kay's is not the only jewelry store there is. I've spent too much money, and been a customer for too long to be treated with no kind of care. Also waiting so long for this response is awful customer service as well.
Final Business Response /* (4000, 9, 2015/11/02) */
November 2, 2015
Dear [redacted] & [redacted]:
Thank you for contacting us again with your concerns. We would like to clarify that the Extended Service Plan is a repair warranty that covers work to the metal portions of your ring, such as the prong, which hold your diamonds. Because this plan is purchased, there are no inspection requirements but it does not replace missing or damaged diamonds.
The Diamond Guarantee, which is the complimentary warranty, replaces diamonds if they become chipped or missing from the mounting and requires documented inspections every six months to remain valid. Your Diamond Guarantee brochure will verify that inspections are due every six months.
We apologize for your continuing dissatisfaction in this matter.
Sincerely,
Vicki C.
Resolution Specialist

Initial Business Response /* (1000, 5, 2016/07/06) */
July 6, 2016
Remedy file number [redacted]
Dear Ms. [redacted]:
We appreciate the opportunity to respond to your concerns with the service you received from our company. We reviewed your complaint and found the following that on June 17,...

2015, you purchased a stainless steel men's wedding band with diamonds. The band came with our complementary diamond guarantee which replaces the diamonds if they become chipped or missing from the mounting and requires documented inspections every six months to remain valid.
We would like to clarify that stainless steel is not a metal that can be repaired or reshaped. Therefore, we do not sell a service plan on jewelry made of this metal. We do sell a jewelry replacement plan which allows a free replacement if the ring becomes damaged or a new size is needed beyond our ninety day exchange period. We regret if this information was not provided to you during the purchase.
As a gesture of good will, we will allow an exchange provided the ring is in unworn condition. Please take the ring, receipt, and a copy of this letter to the store nearest you for assistance. You may either exchange for the same metal band or a different metal. If you select a band that is more expensive, you will be responsible for the price difference. In addition, if you select a band with diamonds, a new diamond guarantee will be provided.
As for your concern with your engagement ring purchase from 2014, we want to clarify that we do not offer a buyback program. We do offer trade-in credit for diamond merchandise towards a new purchase of diamond merchandise double the trade-in credit amount. This program is regulated by state and local law. Unfortunately, if it is not allowed in your area, we are unable to make an exception.
We apologize for your dissatisfaction in this matter.
Sincerely,
Vicki C.
Resolution Specialist
cc: Revdex.com

Initial Business Response /* (1000, 10, 2015/06/30) */
June 30, 2015
Dear Ms. [redacted]:
We appreciate the opportunity to respond to your concerns regarding the service you received at the [redacted] Mall store and the length of time it has taken to replace your damaged 1ct center diamond. We...

have forwarded your service complaints to the district manager over the store. He will investigate and take any remedial action needed with those involved in order to prevent a reoccurrence.
We investigated your concerns and found the following.
As you've stated in your complaint, your wedding set was upgraded in June 2014 and sized to a 4. The set was picked up on July 3, 2014.
We were unable to locate any repairs from July 3, 2014 until the April 30, 2015 repair to replace the center diamond. If there were repairs under a different name or at a different store, please let us know so that we can investigate further.
On June 22, 2015 the repaired wedding set returned to the [redacted] Mall store.
We recognize the importance of your rings to you and your husband and understand the frustration of missing your 11th anniversary photo shoot. We activated a $75.00 Kay Jewelers gift card at the [redacted] Mall store as compensation for the delay.
We apologize for your dissatisfaction in this matter.
Sincerely,
Vicki C.
Resolution Specialist
Initial Consumer Rebuttal /* (2000, 12, 2015/07/01) */
(The consumer indicated he/she ACCEPTED the response from the business.)

September 13, 2016 Dear Mr. [redacted]:   We appreciate the opportunity to respond to your concerns with the service you received from our company. We have forwarded your service complaints with our store and representatives of the Customer Care Department to the district manager and departmental...

management. They will investigate further and take the remedial action needed to prevent a reoccurrence.   We would first like to clarify that the Extended Service Plan you purchased on your necklace covers repair work that is needed due to normal wear and tear. Unfortunately, because of the time that has passed since you purchased the necklace, we are unable to confirm was said at that time about what the plan covers and does not cover. The plan does not allow for a replacement after a certain amount of repairs as you have reported our store team members stating. In the event our jewelers determine an item can no longer be repaired a replacement is offered if available. If a replacement is not available, an exchange for different merchandise is allowed.   According to our records, we have offered an exchange to you. Please stop by the store nearest you when you are ready to complete this transaction.   We apologize for your frustration in this matter.   Sincerely,     Vicki C. Resolution Specialist   cc: Revdex.com

Initial Business Response /* (1000, 5, 2015/12/15) */
December 15, 2015
Dear Mr. [redacted]:
Thank you for giving us the opportunity to address your concerns regarding the Payment Protection Plan you purchased and the service you received from our company. We located the credit account to...

which you refer in your complaint, and we confirmed that you are authorized on the account to discuss its details.
We would first like to clarify that the Payment Protection Plan (PPP) is optional credit insurance administered by Assurant Solutions LLC. Types of coverage vary by state. Assurant also sends out details of your coverage for your review shortly after it is purchased. That certificate defines the types of qualifying events covered and details on how to submit a claim.
In addition, we offer our guests who purchase diamond merchandise a complementary Diamond Guarantee, which 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.
We investigated your complaint and found that on February 12, 2014, you opened a credit account with our store Kay Jewelers and financed a Leo solitaire diamond ring for $4,950.19. You also purchased PPP. 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. However, Assurant Solutions sent forms to you in 2014 explaining the terms of the plan and that they credit the account with a remaining a credit balance for accepted claims.
For the reasons above, we cannot replace the ring as you have requested. However, if you wish to cancel PPP from the account for future purchases, we can credit the account for the $219.15 in PPP charges paid. Please contact the Customer Care Department at 1-800-[redacted] if you wish to accept this offer.
We apologize for your dissatisfaction in this matter.
Sincerely,
Vicki C.
Resolution Specialist
cc: Revdex.com

I am rejecting this response because:As I wrote to you, on 5-28 was when I brought it in because I discovered the Aquamarine stone was chipped from my Jeweler, who is a very reputable Jeweler and Kay Jewelers does not even come close to comparing to the quality of what they do.  Everything they do is custom and to satisfaction on site.I believe that the stone was chipped when they set it because it was under the prong. Your store neglected to put it in the service order and gave it back to me with the same chipped stone in it.  I was told it was replaced.  The Sapphires were replaced at the recommendation of your store.I have hardly worn this ring because the prongs were too sharp and caught on everything and the amount of time you kept it for service.  I will also say that your store manager was on the phone for quite some time with your customer service department, not just talking about my ring, but many others that you have been overcharged for, from your service center and charged for things you shouldn't have been.  That was not my problem, it is your problem, and your service center.  If they paid you back for the service they did on my ring that you should not have been charged for, because it was their neglect to deliver a quality service, it would for sure cover this request.  I assume you are more worried about the money than customer satisfaction.  As I stated this was purchased by family members for me.  It's very disappointing.  I do not want a gift card to purchase from you again.  This is a $500 ring in perfect condition now with still sharp prongs and a missing gem stone.

August 29, 2016  Dear Ms. [redacted]:   We appreciate the opportunity to respond to your concerns regarding the service you received from our [redacted] Mall store. We have forwarded your service concern to the district manager over the store. She will investigate to take any remedial action...

needed with those involved to prevent a reoccurrence as well as contact the store manager to return your call and assist you with an exchange. There is no Meredith at the [redacted] store. However, you may be referring to someone with a different name.   According to our records, the diamond you purchased on March 19, 2016 is an I.2 which means inclusions are visible to the naked eye. Certain products, such as hair care products or perfumes, can coat the surface of your diamond and magnify inclusions which could be why you did not notice any inclusions prior.   We apologize for your dissatisfaction in this matter.   Sincerely,     Vicki C. Resolution Specialist   cc: Revdex.com

June 28, 2016
Dear Mr. [redacted]:
We appreciate the opportunity to respond to your concerns regarding the service you received from our store and your request for a refund on your watch. We have forwarded your service complaints with the staff of the [redacted] store to the district manager...

over the store. She will investigate and take any needed remedial action with those involved to prevent a reoccurrence.
We would like to clarify that our watch return policy, which is printed on your receipt and posted on signs in our store, is 30 days from the date of purchase provided the watch is in unworn and unaltered condition. We have attached your signed credit draft stating this for your review. It is our understanding that your watch shows signs of wear which makes it not eligible for return.
We regret your dissatisfaction that your watch is uncomfortable. If we can assist you with a different band or adding or removing links to make your timepiece more comfortable, please stop any of our stores for assistance.
We apologize for your dissatisfaction in this matter.
Sincerely,
Vicki C.
Resolution Specialist
cc: Revdex.com

Initial Business Response /* (1000, 10, 2016/05/25) */
May 25, 2016
Dear [redacted]:
We appreciate the opportunity to respond to your concerns regarding your husband's Omega watch. We investigated your complaint and found the following.
On October 24, 2011, a Deville Omega...

watch was purchased.
On January 2, 2013, the watch was sent to a watch repair shop to have the battery changed and the case sealed.
On April 3, 2016, we sent the watch to have the battery changed and sealed. However, when the watch was examined, it was discovered that the movement had been exposed to moisture and was rusted.
We would like to clarify that your husband's Omega timepiece is an authentic Omega. 18kt gold is a soft metal and not used to make watch movements. We regret your distress that more work is needed on the watch than a battery change. Because you refused to have the additional work performed, we requested the watch back with only the originally requested battery change and seal. Please understand that because you have refused the additional work we cannot promise or guarantee the functionality of the watch. You may pick up the watch at your convenience.
We apologize for your dissatisfaction in this matter.
Sincerely,
Vicki C.
Resolution Specialist
cc: Revdex.com
Initial Consumer Rebuttal /* (3000, 12, 2016/05/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Authentic Omega watch can't break down just like that. It's absolutely absurd . My father's was bought in 1957 and its still giving accurate time , no servicing was ever needed. You're blatantly lying if you're saying an original omega watch and 18kt gold can get rusted . That's impossible!! You're lying and you sold me a fake made in China product , it CANT BE ORIGINAL!! [redacted]
Final Consumer Response /* (4200, 16, 2016/06/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My father's omega watch , my both sister's omega watches , my Rolex watch never needed any servicing , not the way that watches stopped and it had to have servicing . We just maintained them . But my husband 's watch stopped in beginning of Jan , the store took it to replace battery . I strongly believe that's when they didn't do the job right and they didn't seal it correctly and that's how the moisture got in . Also the watch exhausted battery so soon that means that watch was sitting at the store for a prolonged period which they didn't tell us . The store said to prove that it's not original product ! The watch's malfunction proves that !! The store is lying . Another point , I called 3 stores who sell omega , Rolex etc , all 3 stores quoted maximum $ 200 / $300 for the same service Jared asked $ 785 ! This's so dishonest action of Jared ! Also they charged me around $82.00 to ship the watch in addition to my store bought lifelong free battery !! The other 3 stores regular charge for battery replacement is total $75.00 . Please somebody needs to put a stop to this kind of robbery and please help the customers like us not to be victimized like this!! Please help !! Thanking you in anticipation , [redacted]
Final Business Response /* (4000, 18, 2016/06/16) */
June 16, 2016
Dear [redacted]:
Thank you for contacting us again regarding your husband's Omega watch. As we have stated previously, the battery in the watch was replaced in January 2013. Three years passed before you brought the watch back to have the battery changed again. We would not consider this a sign that the watch was not sealed properly as you allege.
We would like to clarify that our Lifetime Watch Battery Replacement Plan covers the battery only. If the watch needs water sealed, we charge for this service. These terms are explained in your brochure.
We are unable to explain the way other company's price their services. We do not perform watch sealing in our store while others may. This could be the reason for the price difference. We apologize for your continuing dissatisfaction in this matter.
Sincerely,
Vicki C.
Resolution Specialist
cc: Revdex.com

May 8, 2017   [redacted]   Dear Ms. [redacted]   We appreciate the opportunity to respond to your request to return your purchase. We investigated your complaint and found the following. ·         On...

February 26, 2017 you opened a credit account with our store, Kay Jewelers and financed a purchase for $7,534.68. A down payment for $1,800.00 lowered your account balance to $5,734.68. ·         Your monthly minimum payment of $200.00 is due on or before the 12th of each month. We have received one payment of $200.00 on April 13, 2017.   We would like to clarify that our return policy for jewelry is sixty days from the date of purchase and exchange for 90 days. Your return period expired on April 24, 2017. Therefore, you are no longer eligible for a return. You can still exchange for different merchandise of the same value or more until May 27, 2017.   We apologize for your dissatisfaction in this matter.   Sincerely,     [redacted] Resolution Specialist   cc:       Revdex.com

July 14, 2016
Dear Mr. [redacted]:
We appreciate the opportunity to respond to your concerns with 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 research your complaint and found that in October 2015 when you contacted our Guest Relation's Department because your purchase had not been converted to a no interest plan, you agreed to an 18 Month Finance Plan which has 12 month of no interest and 6 months of a 9.99% interest. The interest charge on your account is because the 12 month portion had expired.
We hope the above information clarifies matters. As a good will gesture, we are refunding the $7.68 charge. We apologize for your dissatisfaction in this matter.
Sincerely,
Vicki C.
Resolution Specialist

I am rejecting this response because:
The information you are reporting to the credit bureau is inaccurate and it needs to be removed. I am only asking for the inaccurate information to be corrected. If the inaccurate information is not corrected I will have no choice but to formally contact the attorney general and take necessary action.

Initial Business Response /* (1000, 10, 2016/02/15) */
February 15, 2016
[redacted]
[redacted]
Dear Ms. [redacted]:
We appreciate the opportunity to respond to your concerns regarding your wedding ring. We investigated your complaint and found the...

following.
On September 25, 2015, your wedding ring was sent to our Design and Service Center to have a diamond replaced, prongs retipped, and a new 1/2 shank added. You paid $413.50 and $24.99 for a repair on a bracelet for a total charge of $428.49.
When your wedding ring returned to the store on October 8, 2015, it was sent back out to the repair shop with a 2mm wedding band to have the rings soldered together, resized to a 6, and a new full shank. The September 25, 2015 repair charge was exchanged to purchase the 2mm wedding band, Extended Service Plan, and a repair charge of $276.40. You paid an additional $413.50 and received a refund for $24.99 because the work on your bracelet could not be completed.
The rings returned to the store on October 20, 2015. According to our store team members, you did not like the appearance of the wedding band soldered to your wedding ring.
It appears from our records the customer design process began in December 2015.
In January 2016, you contacted our Customer Care Department because you have agreed on an additional $150.00 for the custom and the store contacted you that it would be more. The Customer Care Representative agreed to cover the difference with a gift card so that you would only be paying the additional $150.00 as you agreed.
We understand that you have been working with a case specialist and have decided to stop the custom design process and receive a refund. Your case specialist has requested your wedding ring back from the custom design shop. We apologize that we were unable to meet your repair/custom design needs. If you have any questions regarding your refund or the status of your wedding ring, please contact Brandy at [redacted] x [redacted].

We apologize for your dissatisfaction in this matter.
Sincerely,
Vicki C[redacted]
Resolution Specialist
cc: Revdex.com
Initial Consumer Rebuttal /* (3000, 17, 2016/03/07) */
My case still hasn't been resolved! We are now approaching 5 months unresolved. I have been informed that my ring is available to be picked up, but I have only been refunded half of the total! I will not pick up my ring until my money is refunded in full! I have called both the corporate office and the store itself many times. They have both told me the check is in the mail? Why was I refunded one amount electronically and the other half they have to mail out as a check??? I am confused and more than disappointed! I'm still waiting!!!
Final Business Response /* (4000, 19, 2016/03/15) */
March 15, 2016
[redacted]
[redacted]
Dear Ms. [redacted]:
Thank you for contacting us about the second half of your refund. According to our records, your refunds were processed on February 10, 2016 and February 23, 2016. Both credits of $413.50 were returned to the credit card used during the purchase with the last four numbers 5652. We regret the confusion as to how the refunds would be received. If you still have not yet received the second refund, please let us know.
We apologize for your continuing dissatisfaction in this matter.
Sincerely,
Vicki C[redacted]
Resolution Specialist
cc: Revdex.com

Initial Business Response /* (1000, 5, 2015/12/18) */
December 18, 2015
Dear Mrs. [redacted]:
We appreciate the opportunity to respond to your concerns about the service you received from our Spring Hill store. We have forwarded your service complaints regarding lack of follow-up to the district...

manager over the store. He will investigate and take the needed remedial action with those involved to prevent a reoccurrence.
We do have procedures in place to protect our guests' jewelry from damage. Unfortunately, human error can still occur. According to our repair shop, your chain is too thin for them to repair further. We deeply regret that your chain broke in three additional places while in our possession.
As you have requested, if you find a jeweler who can repair the chain please send a copy of your invoice by fax to ([redacted]) [redacted] and we will reimburse you for three of the breaks.
We apologize for your frustration and inconvenience in this matter.
Sincerely,
Vicki C.
Resolution Specialist
cc: Revdex.com

Initial Business Response /* (1000, 5, 2015/06/03) */
June 3, 2015
[redacted]
[redacted]
[redacted]
Dear Ms. [redacted]:
Thank you for contacting us with your concerns regarding your engagement ring. We investigated your complaint. While the details of your complaint...

are accurate, we would like to clarify the following.
" According to your letter dated December 12, 2014, the diamond that fell out of your ring in July 2014 occurred while you were changing gloves between patients one week after you had begun a clinical rotation at a hospital.
o While it is true that sizing can sometimes affect the integrity of a ring's setting, typically the ring needs to be sized one to two sizes depending upon the style for this to occur. Our records indicate that your ring which was purchased in a stock size of 6.75 was sized to a six on May 26, 2014. As you've stated it was our store associates suggestion to have the ring special ordered from the vendor made in your size. However, we cannot state with certainty that the diamond fell out due to sizing or the activity being performed while the diamond fell out of your ring.
" As you've stated the center diamond fell out of your special ordered ring while making the bed on December 7, 2014. Gold is a soft metal and prongs can loosen during normal activities which can cause the loss of diamonds. We put a basket head on your ring and set your center diamond in it free of charge.
" Two diamonds fell out of your ring in May 2015. According to our records, your ring contains over sixty-six diamonds under .005ct. Small diamonds of this size are called melees and are set in rings using shared prongs. As all ready explained to you by our store associates diamonds can become loose during cleaning because of the removal of dirt and debris. We regret that the ring was not examined after it was cleaned and that another diamond fell out of your ring so soon after you picked it up from repair.
We appreciate the sentimental value of your engagement ring and can understand your frustration when issues arise with your special ring. Our records indicate that on May 19, 2015 our Customer Care Department offered your fiancé the option of having your ring evaluated by one of our jewelers to determine if the Zales' store associate was correct that the prongs show signs of wear. The Extended Service Plan purchased with the ring would cover any repair needed to the prong if it was determined as needed.
In light of the information above, we are unable to honor your request for an exception to our thirty day return policy in this circumstance. Due to your dissatisfaction with your ring, we would like to offer you the option to exchange your setting for a different style semi-mounting of equal or greater value within thirty days from the date of this letter. If you would like to take advantage of this offer, please take a copy of this letter to the Jared store of your choice for assistance. If you or the store associates have any questions, please call the Customer Care Department at [redacted] with file number [redacted].
We apologize for your dissatisfaction in this matter.

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

June 24, 2016
Dear Ms. [redacted]:
We appreciate the opportunity to respond to your concerns with your custom bands and the service you received from our [redacted] store. We forwarded your service concerns to the district manager over the store. She will review and take any remedial action needed...

to prevent a reoccurrence.
We have investigated your concerns with your custom ring and found the information you have provided regarding the number and type of repairs is correct. We understand that the bands were completed and picked up on June 14, 2016. However, they do not sit flush with your engagement ring. The District Manager contacted you this week and offered a $400.00 plus tax credit on your bands with a commitment to make an adjustment to ensure the rings fit together to your satisfaction.
We apologize for your frustration and the inconvenience you experienced for being without your engagement ring during the custom process.
Sincerely,
Vicki C.
Resolution Specialist
cc: Revdex.com

I am rejecting this response because:
PLEASE SEE ATTACHED SCREENSHOT. I HAVE PROOF IN EMAIL THEY COULD NOT HELP ME WITH SECOND TRANSACTION UNTIL THE FIRST ONE WAS DONE. WHICH NEVER GOT RESOLVED UNTIL OCT 2016. ONCE YOU PROVIDED ME WITH PROOF OF THE CHARGE-BACK, THEY WERE ABLE TO HELP ME FIND MY MONEY. SINCE YOU GUYS WERE UNABLE TO PROVIDE ME WITH PROOF UNTIL OCTOBER, I FEEL YOU GUYS ARE HALF RESPONSIBLE. I'VE GONE IN CIRCLES WITH YOU GUYS FOR ME MONEY. AS FAR AS TIME-FRAME FOR CLAIM, THEY SENT ME A LETTER (ON 4/5/16 WHICH IS 30 DAYS AFTER CLAIM WAS SUBMITTED) REQUESTING MORE INFORMATION. THEY WERE UNABLE TO RESOLVE THE CLAIM ON THERE END THAT'S WHEN THEY REVERSED THE PRO-VISIONARY CREDIT AND I HAD TO PRESUME THE INVESTIGATION MYSELF. AFTER NUMEROUS ATTEMPTS TO RECEIVE MY FIRST SET OF FUNDS, I'M NOW BEING TOLD YOU ARE UNABLE TO GIVE ME MY MONEY ON MY SECOND TRANSACTION. I WOULD LIKE TO REQUEST MY PHONE CALL RECORDINGS, I'VE SPOKEN TO NUMEROUS PEOPLE ABOUT THESE TRANSACTION AND I'M STILL NOT GETTING A RESOLUTION. ALSO REPORTING THIS NON PAYMENTS MONTH AFTER MONTH SINCE I'VE BEEN INVESTIGATING THESE ERROR CHARGES IS RIDICULOUS. I SHOULD NOT BE GETTING BAD CREDIT WHEN YOU GUYS MADE FAULTY ERRORS ON MY ACCOUNT.I'VE ACKNOWLEDGED THAT YOU GUYS ARE NOT FULLY TO BE BLAMED FOR THESE TRANSACTIONS BUT YOU GUYS ARE THE WORST COMPANY I'VE EVER HAD TO DEAL WITH IN REGARDS TO TURN AROUND TIMES, THEREFORE I FEEL I SHOULDN'T BE PENALIZED ANYMORE REGARDING TIME-FRAMES.I FEEL THERE IS A NEGOTIABLE AND REASONABLE SOLUTION ALTHOUGH TELLING ME YOU ARE UNABLE TO DO ANYTHING ABOUT MY SECOND TRANSACTION IS NON-NEGOTIABLE AND NON-REASONABLE.

Initial Business Response /* (1000, 5, 2015/12/21) */
December 21, 2015
Dear Ms. [redacted]:
We appreciate the opportunity to respond to your concerns regarding the service you received from our company and your request for a refund on your watch. We have forwarded your service complaints with...

the staff of the [redacted] Mall store to the district manager over the store. She will investigate and take any needed remedial action to prevent a reoccurrence.
We would like to clarify that our watch return policy, which is printed on your receipt and posted on signs in our store, is 30 days from the date of purchase provided the watch is in new and unworn condition. According to our records, you are working with a Customer Care representative who has arranged for a second opinion of the condition of the timepiece at a different store. Based upon the second opinion, the watch will be returned or the decision not to return will be upheld.
We apologize for your dissatisfaction in this matter.
Sincerely,
Vicki C.
Resolution Specialist
cc: Revdex.com

August 22, 2016 Dear Mr. [redacted]:   We appreciate the opportunity to respond to your concerns with the repair of your wedding band and the service you have received from our company. We have forwarded your service concerns to the district managers over the [redacted] Mall store and repair shop and to...

the supervisors of the Guest Relations representatives involved. They will investigate further and take the remedial action needed with those involved to prevent a reoccurrence.   We appreciate the importance of your wedding band to you and understand your distress in this situation. According to our records, a supervisor in our company has agreed to your settlement. Currently, she is waiting for the three estimates from the jewelers who you state evaluated the wedding band to decide on which one will work on the ring.   We apologize for your frustration and any inconvenience you have experienced in this matter.   Sincerely,     Vicki C. Resolution Specialist   cc: Revdex.com

March 15, 2017   [redacted] Columbus OH 43232   Revdex.com Case: [redacted]   Dear Ms. [redacted]:   Thank you for contacting us with 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 are sorry to hear that you attempted to contract our company via email and did not receive a response. Unfortunately, we have no record of an email submitted under your name or email address used for your Revdex.com complaint.   We investigated your complaint and found the following: ·         On September 25, 2015, you opened a credit account with our store, Kay Jewelers. From that day to December 24, 2015, you financed purchases totaling $6,037.61. ·         Your minimum monthly payments of $300.00 are due by the 8th of each month. o   According to our records, we did not receive payment for the months of May 2016, August 2016. There was a partial payment of $240.00 on September 7, 2016 and a late payment on January 20, 2017. Late fees were charged for May, August, and January.   We do not have a record of a three month period with two payments of $150.00 as you have described and cannot honor your request to make the changes you have requested. We have attached a copy of the account’s payment history for review. If you have bank statements showing payments made that are not listed, please call us at 1-800-877-3616 for assistance. We will require the bank statements faxed to us for proof of payment to make the account corrections.   We apologize for your dissatisfaction in this matter.   Sincerely,   Vicki C. Resolution Specialist