Signet Jewelers

Initial Business Response /* (1000, 10, 2016/01/18) */
January 18, 2016
Dear Ms. [redacted]:
We appreciate the opportunity to respond to your concerns regarding the service you received from the [redacted] Center. We have forwarded your service complaints to the district manager over the...

store. He will investigate your service concerns with the lack of follow up you received and take the needed remedial action with those involved to prevent a reoccurrence.
According to our records, you are working with a representative in the Customer Care Department by email and that we have placed a special order for both your engagement ring and band to be made in a size 8 by the vendor. The vendor has given us a due date of March 2, 2016 for the engagement ring and March 14, 2016 for the wedding band.
We recognize the importance of your wedding jewelry to you and understand your distress over the events related in your complaint. As compensation, we are crediting your account for two month's payments.
We apologize for your dissatisfaction in this matter.
Sincerely,
Vicki C.
Resolution Specialist
cc: Revdex.com
Initial Consumer Rebuttal /* (3000, 12, 2016/01/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This response only addresses part of my complaint. In the final response I'd like it also to address the grooms wedding band that I was lead to believe was being customized-- and found out well after the 12 weeks (with no communication) that it could not be done due to copyright issues. I applied for the store credit card only AFTER I sat down with the manager, designed the ring AND picked the diamonds. The cost was $1800. I want the payments I've made refunded to me...as well as the finance charges. I also want to credit card removed from my name and credit report. I feel misled and I am upset. There was another groom wedding band that we initially looked at (white gold/black diamonds) that would've cost about $400. I transferred the payments from that ring to the customized ring once they said the ring could be made. If they told me that they couldn't customize the ring or even shared with me the issues that may arise, I would've continued paying for the $400 ring in cash. This experience has been a disaster. I fear that I will have no rings by my wedding date
Final Business Response /* (4000, 14, 2016/01/25) */
January 25, 2016
Dear Ms. [redacted]:
Thank you for contacting us again with your concerns regarding the custom sized band. We have included your complaint about this band to the district manager. We regret that our store manager was unaware that the design was copyrighted and did not follow up with you once the custom shop made this known.
We do show that the Customer Care representative you are working with confirmed you could stop by the store anytime to process the return and she would remove all fees from your account. Your refund for the account payments made will be processed once this has occurred. We are unable to process the refund until you have stop by the store to sign the paperwork involved.
Unfortunately, because the account has been utilized, we are unable to remove it from your credit history. We are obligated by the Fair Credit Reporting Act to accurately report your payment history with us to all credit bureaus. Your payment history is not reporting any delinquencies to negatively affect your credit history.
We apologize for your continuing dissatisfaction in this matter.
Sincerely,
Vicki C.
Resolution Specialist
cc: Revdex.com
Final Consumer Response /* (4200, 16, 2016/01/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not believe that this account cannot be removed from my credit report once I visit the store to begin the process of my refund. I would've never applied for this account had the manager been upfront with me. I would have definitely not continued payments had Kay's contacted me, even once to update me. Time is winding down, will I have the option of getting the initial band that I was paying on for the same price as before (white gold, black diamonds)? I work in customer service and would have probably lost my job if I was unresponsive as the staff at Kay's in [redacted] Center. I am still very upset. We're talking about wedding bands here--bands that we need for an upcoming ceremony. I just want our rings and to be done with Kay's after. I will visit the store for ring maintenance and nothing more. Maybe I'll use the credit from the ring purchase at a different location. I have faith that all your employees aren't the same.

I am rejecting this response because:I was sold a diamond that I did not look at prior under the microscope.  As a reliable company you should always make sure the customer knows what they are purchasing.  I am not a diamond expert (Kays is) therefore they should have explained to me what type of diamond I was getting.  I feel that I have been taken advantage of since the [redacted] store is not profitable, this is the exact words from Ken's mouth.  I will take ownership that I did not ask to look under the microscope however I did come back to the store on numerous occasions to discuss my options.  On 05/15/2016, my husband and I stopped in (since it was before my 60 days to return the diamond) to discuss our options.  Kourtney (see attached business card) said she would help me.  She said she sent an email to get my diamond back that I traded in - my husband and I watched her do this.  I told her that I wanted a full refund and I wanted my diamond back.  She said that she would work with me to see if she can find a diamond with the quality I wanted.  I said that I am almost to my 60 days and Kourtney said if I am going to exchange it, I have 90 days to do that.  Kourtney provided me with her cell phone number because my husband and I had been in several times previously and Ken never returned any of my phone calls. Kourtney did send me one text message saying that she was still looking, this was the next day.  I went back to the store and was told my only option would be to upgrade my diamond (and spend twice as much), this is not an option.  I want a diamond that is a better quality or the diamond back that I traded in with a full refund for the diamond I purchased.  Kay's is not holding up their end of the agreement, that 1, Kourtney said and 2. what Kay's service agreement is.

Initial Business Response /* (1000, 5, 2016/07/20) */
July 20, 2016
Dear Mr. [redacted]:

Thank you for contacting us about your concerns with the information found in your credit report. We located the credit account to which you refer in your complaint, and we confirmed that you were listed as...

an authorized user on the account.
We investigated your complaint and found the following:
On May 19, 2015, your wife added you as an authorized user to her account.
On two occasions, November 3, 2015, and June 6, 2016, your wife contacted us to remove you as an authorized user. Unfortunately, due to errors made by our representatives, this did not occur. This information has been forwarded to the supervisors of the representatives involved; they have been addressed to prevent a reoccurrence.
We have removed you as an authorized user on your wife's account and contacted the credit bureaus to remove this trade line from your credit report. Please allow 10 days for the credit bureau information to update. We apologize for your frustration and any inconvenience you have experienced in this matter.
Sincerely,
Vicki C.
Resolution Specialist
Initial Consumer Rebuttal /* (2000, 7, 2016/07/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The company followed through with exactly what I asked them to do! Thank you!

May 12, 2017   [redacted]   Revdex.com Case: [redacted]   Dear Mr. [redacted]:   Thank you for contacting us again with your concerns regarding the reporting of your account payments. As previously stated, we have other options to make payments then our website and our records show that you made your September 2016 payment over the phone with our automated payment line. We have no record of contact with you prior to our Recovery Department attempting to obtain a payment from you after it was past due in which you stated you were having issues making a payment online.     We are obligated by the Fair Credit Reporting Act to accurately report your account history to all credit bureaus. The information we are reporting is correct, and therefore, we are unable to honor your request for a goodwill adjustment to your credit reporting.   We apologize for your continuing dissatisfaction in this matter.   Sincerely,   Vicki C Resolution Specialist

Initial Business Response /* (1000, 10, 2015/11/17) */
November 17, 2015
Dear Ms. [redacted]:
We appreciate the opportunity to respond to your concerns about the service you have received from our company regarding repair work on your anniversary bands. We have forwarded your service complaint...

to the district manager over the Design and Service Center that repaired your band. He will investigate what occurred and take the needed remedial action with those involved to prevent a reoccurrence.
We reviewed the repair history of your ring and found the details you listed of repair dates and information to be correct. In addition, we found that you contacted the Revdex.com about your concerns with your anniversary band with the peridot and sapphire gemstones in January 2013 on Case # [redacted]. As you have stated, the band was replaced. A return was not authorized because the original ring was purchased in 2010.
Our records indicate that since you exchanged the band with a different style on September 2, 2013, there was a repair to replace a diamond in 2014. In May and October 2015, your band was damaged twice beyond repair while at our repair shop. We deeply regret that this happened. We have procedures in place to protect our guests' jewelry while it is in our possession. Unfortunately, human error can still occur. As is printed on our repair slips, when an item is damaged beyond repair while in our shop, we replace it with like or similar merchandise. We replaced your ring with the same style after the May incident.
We understand the importance of your anniversary band to you and recognize your distress with the issues you had with the original band compounded with the required replacement of your band twice during a few month timeframe. While we recognize that these are unusual circumstances, we would not make an exception to our return policy in this situation. According to our records, your new ring has arrived at the store and it is currently being soldered to your engagement ring. For compensation, we are mailing a $500.00 Kay Jewelers gift card to you.
We apologize for the inconvenience and the frustration that you have experienced in this matter.
Sincerely,
Vicki C.
Resolution Specialist
cc: Revdex.com
Initial Consumer Rebuttal /* (3000, 12, 2015/11/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While I appreciate that the company is willing to compensate for our troubles and disappointments - it in no way gets me the original ring I was given from my husband nor a ring that I can trust to last me for years to come. In circumstances as extreme as these, exceptions should be made to do the right thing. I appreciate the gift card, but in all reality, it should be for at least the amount of my original ring if not the entire amount we spent between the 2 rings. Unfortunately, I've gotten the same response (NO RETURN) from 3 different individuals at this company and I don't foresee minds being changed. This is unfortunate and has caused me to tell EVERYONE I know to avoid Kay Jewelers at all costs. And I will continue to do so now that I know they are unwilling to make things truly RIGHT. I am looking into small claims court options at this point and will determine which actions to take next if Kay cannot remedy this fully.
Final Business Response /* (4000, 14, 2015/12/03) */
December 3, 2015
Dear Ms. [redacted]:
Thank you or contacting us again with your concerns. While we understand your distress, your rebuttal does not contain new information for us to reconsider our response. Therefore, we stand by our policy to replace lost or damaged merchandise as stated on our repair tickets.
We apologize for your continuing dissatisfaction in this matter.
Sincerely,
Vicki C.
Resolution Specialist
cc: Revdex.com

Initial Business Response /* (1000, 5, 2016/07/05) */
July 5, 2016
Dear Ms. [redacted]:
Thank you for contacting us with your concerns regarding your purchase and the service you received from our company. We have forwarded your service complaints with the [redacted] store to the...

district manager. He will investigate further and take any remedial action needed with those involved to prevent a reoccurrence.
We reviewed your receipts and found that on June 18, 2016 our store team members place two online orders and sold a gift card to you for the same amount as one of the online orders. Our records show that the gift card was returned on the same day and both online orders were canceled on June 18, 2016.
If you have not yet received your refund, please let us know. If you received any fees due to our error, please fax a copy of your bank statement that shows the fees to [redacted] and we will mail a reimbursement check. As compensation for the inconvenience you experienced, we are mailing a Kay Jewelers gift card for $50.00 which you can using in store or online.
We apologize for your dissatisfaction in this matter.
Sincerely,
Vicki C.
Resolution Specialist
cc: Revdex.com

May 11, 2017   [redacted]   Revdex.com ID # [redacted]   Dear Ms. [redacted]:   We appreciate the opportunity to respond to your concerns about the service you received with our company. Your service concerns have been forwarded to the District Manager...

responsible for the Pembroke Mall store and management of the Customer Care Department. They will investigate and address your concerns further with those involved.   Our policy for returns being issued is printed on our receipts. For a cash purchase, cash will be given if available. If not available a check will be issued from the corporate office within four days and mailed. We would like to clarify that our stores start each day with a specific amount in their registers to make change for cash purchases, but they need to make cash sales in order to give out a cash refund. Because the majority of our customers pay with credit, debt, or check, we do not always have cash available for refunds.   We regret if our store team members did not explain our policy. However, unless asked about the return policy, our store team members would not naturally assume a refund would be forthcoming.   Your return period on your watch expires on May 30, 2017 and provided the watch remains in unworn condition, you can contact our store prior to visiting to see if they have the $300.00 cash in their register before stopping by or you can have the refund processed and a check mailed to you.   We apologize for your dissatisfaction in this matter.   Sincerely,     Vicki C Resolution Specialist   cc:       Revdex.com

Initial Business Response /* (1000, 5, 2015/07/02) */
July 2, 2015
Dear Mr. [redacted]:
We appreciate the opportunity to respond to your concerns regarding your credit account and the service you received at [redacted] 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 investigated your complaint and found the following.
On September 27, 2014 you opened a credit account with our company, JB Robinson Jewelers and financed a total of $8,638.24 in merchandise on a regular interest bearing plan from September 27, 2014 to November 14, 2014. You paid off the account balance on June 18, 2015.
We would like to clarify that we offer a 12 Month No Interest Plan for qualifying purchases. As denoted in section seven (7) of your credit agreement's Summary of Account Terms, in order to have your purchases converted to this plan a 20% down payment is required. Our records show that on November 14, 2014 you made a $20.00 down payment. However, this was not enough to put your purchase of $6,917.98 on the plan. We have no record of contact from you at the corporate office regarding your payment plan. We do show that an associate from the [redacted] store contacted us on May 18, 2015 to see if the account could be converted to a no interest plan. However, this request could not be granted due to the length of time since the purchase.
As you have indicated, our Diamond Guarantee requires documented six month inspections in order to remain valid. We accept documentation on paper as well as in our computer system. The store associate was incorrect that your guarantee was void. As long as you have a written documentation of an inspection taking place, the guarantee is valid. We regret this error and the confusion that it caused.
We recognize the important of your wedding jewelry to you and your fiancée and understand your disappointment that you would not be able to upgrade to a larger diamond in the future. Neil Lane rings are cast with the prongs and head of the ring intact. Therefore, we are not able to remove the head in order to accommodate a larger diamond. However, this does not mean you cannot take advantage of our trade-in policy. Please understand that the value of a diamond is not solely dependent upon its size. You can still upgrade to a higher quality, certified diamond than is currently in the ring.
We hope the information above clarifies matters. As we have stated, your diamond warranty is intact if you have an inspection slip with a date on it within the past six months and you are able to trade-in your diamond for a more expensive diamond anytime you wish in the future. Although we do not have record of contact from you directly to convert your purchases to a no interest plan, we do show that you paid off your purchases within what would have been the promotional time period. Therefore, we have rebated the $914.96 in finance charges from your account. You will receive the refund within 10 business days.
Thank you for your patronage with our company. We apologize for your dissatisfaction in this matter.
Sincerely,
Vicki C.
Resolution Specialist
cc: Revdex.com

Initial Business Response /* (1000, 5, 2015/08/19) */
August 19, 2015
[redacted]
Dear Ms. [redacted]:
We appreciate the opportunity to respond to your concerns regarding your ring. We investigated your complaint and found the following.
On May 16,...

2015 you brought your engagement ring to our store to have it rhodium plated. During the repair, our jeweler noted the ring needed prongs rebuilt and a channel repaired. You agreed to have the work done.
On June 12, 2015 the ring was picked up and shortly after two of your invisible set diamonds fell out of the ring.
The ring was evaluated by a jeweler with our company and based upon his findings; we offered to replace the ring.
We regret that the repair work on your ring did not meet your satisfaction. We have procedures in place to protect our guests' treasured jewelry while at our repair shop. Unfortunately, human error 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.
We understand the importance of your original engagement ring and although it is not our normal procedure we returned the original ring to you as you have requested as well as provided a replacement ring of your choice.
We apologize for your frustration and the inconvenience you have experienced in this matter.
Sincerely,
Vicki C[redacted]
Resolution Specialist
cc: Revdex.com

February 28, 2017   [redacted]   Dear Ms. [redacted]   We appreciate the opportunity to respond to your concerns the service you received from our Camp Creek Marketplace store and our Customer Care Department. Your service concerns have been...

forwarded to the District Manager responsible for the store and the Customer Care Department management. They will investigate, review the call recording, and address your concerns further with those involved.   We understand that you were in our store during a special sale and that our store team members were busy. However, that is no excuse for not assisting our guests in the order they arrive. We would like to clarify that our Battery Replacement Plan does not promise in-store battery replacements. Watches that are water resistant are sent to a watch repair shop because our stores do not have the tools needed to preserve the water resistance. Non-water resistant watches may have the battery changed in the store depending upon how the back of the watch is attached. The Battery Replacement Plan still covers the charge of the battery whether the battery change occurs in store or at our watch repair shop.   We are mailing a $50.00 Kay Jewelers gift card to you for your inconvenience; $25.00 for the amount promised by our Customer Care representative and an additional $25.00 for the delay. We thank you for your patronage with our company and apologize for your frustration in this matter.    Sincerely,     Vicki C. Resolution Specialist   cc: Revdex.com

August 9, 2016 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 that on February 20, 2016 you returned earrings purchased by your husband and financed them on your Kay Jewelers...

Outlet account.   We regret that our store team members did not explain that you would receive Rewards coupons for your next purchase. Unfortunately, because you redeemed a Rewards coupon on your purchase, it was not eligible for the issuance of new coupons.   We would like to clarify that during our sixty day return policy, we do process transactions again so that our guests can receive the discount. However, once the return period has expired, we no longer offer this option. While your purchase does not qualify for a $220.00 credit, as a customer service we have mailed a gift card to you for $220.00 that you can use on your next purchase.   We apologize for your dissatisfaction in this matter.   Sincerely,     Vicki C. Resolution Specialist   cc: Revdex.com

October 24, 2016 Dear Ms. [redacted]:   We appreciate the opportunity to respond to your concerns regarding your mother’s ring and the service you received from our company. We have forwarded your service concerns to the district manager and the manager of the Customer Care representative involved....

They will investigate further and take the remedial action needed to prevent a reoccurrence.   We investigated your complaint and found the following. ·         On December 19, 2014, you purchased a mother’s ring. ·         On December 26, 2014, you paid $39.69 to have the ring sized to a 3.5. ·         On May 28, 2015, you paid $22.00. According to our records, the Design and Service Center replaced one stone and tighten a loose sapphire and garnet. The job notes do not state which gemstone was replaced. However, as you have stated in your complaint the sapphires are covered under the Gemstone Guarantee. The work was completed and the ring picked up on June 18, 2015. ·         On May 11, 2016, your ring was sent to our Design and Service Center. The repair ticket requests the replacement of the sapphires. There was no mention of the aquamarine stone. You picked up the ring on May 26, 2016. ·         On July 11, 2016, your ring was sent to our Design and Service Center to make the prongs less sharp. The work was completed and the ring picked up on July 27, 2016. ·         On September 15, 2016, your ring was sent to the Design and Service Center with the instructions to replace the damaged aquamarine stone. This was replace free of charge as a customer service. You picked up the ring on September 30, 2016.   We would like to clarify that aquamarine stones can be brittle and break upon impact. We do not agree with the opinion of the jeweler that the stone was damaged during setting because the jeweler you took the ring to is our competitor and their opinion may be biased. The stone has been replaced free of charge as a customer serve.   We care sorry to hear that a garnet is missing from your ring. The replacement cost for garnets is not included in the complementary Gemstone Guarantee that we provide. We do offer a six month repair warranty on our repair work. However, as you have pointed out the prongs for the garnet’s setting are intact. Garnets are not a hard stone and can break which could cause it to fall out of the setting.     Because your purchase is beyond our return policy, we cannot honor your request for a refund. As a gesture of good will, we are mailing a $50.00 gift card which you can use to cover the charge to replace the garnet or to purchase other merchandise.   We apologize for your dissatisfaction in this matter.   Sincerely,     Vicki C. Resolution Specialist   cc: Revdex.com

Initial Business Response /* (1000, 5, 2015/10/27) */
October 27, 2015
Dear [redacted]:
We appreciate the opportunity to respond to your concerns regarding the service you received at our company. We would first like to clarify the difference in the warranties our company offers.
" Our...

Diamond and Gemstone Guarantee is a complimentary warranty we give all our customers who purchase jewelry with diamonds, emeralds, rubies, and sapphires. This warranty replaces the aforementioned stones if they become chipped or missing from the mounting and requires documented inspections every six months to remain valid.
" 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 of the plan is based on the amount of your jewelry purchase. It does not cover lost or damaged diamonds or gemstones.
Our store associates are trained to explain the benefits of our warranties to potential customers during their sales presentations. We understand that during the excitement of the purchase it can be difficult to remember all the information given about warranty coverage and inspections. This is why we give brochures to our customers to explain the terms and conditions and provide an inspection chart for your review later. We regret your dissatisfaction that this information was not presented to you to read during the sale.
We would like to clarify that our jewelers have equipment in the Design and Service Centers that our store team members do not. Occasionally, our jewelers will notice a chip not noticed before. When this happens, our store team members are to notify our guest of what was found which you describe in your complaint.
We recognize the importance of your wedding jewelry to you and understand your frustration when problems arise. While we do not believe the chip occurred while in our possession, we are sending a $60.00 Kay Jewelers gift card to you that you can use to cover the replacement your amethyst as a gesture of good will. We will make every effort to replace the amethyst as quickly as possible. However, if our gemstone vendor does not have a stone that is the same color and size on hand, it may take the sixty days to replace it as quoted.
We apologize for your dissatisfaction in this matter.
Sincerely,
Vicki C.
Resolution Specialist
cc: Revdex.com

I am rejecting this response because:
Thank you for a copy of that chargeback, with that we were able to locate that charge back and my bank is sending you guys a letter because it was their fault they were unable to locate it.With that said, I still haven't received a charge back confirmation for the second transaction. As stated in my original letter. Their was 2 transactions 1: $1500- which was supposed to be $150 (charge back of $1350 now accounted for) 2. $1350 - which was supposed to be $135 (Chargeback still not accounted for in the amount of $1215)

April 11, 2017  [redacted] Dear Mr. [redacted] We appreciate the opportunity to respond to your concerns regarding the return of your online purchase and the service you received from our company. Your service concerns have been forwarded to the District Manager responsible for the store and management of the Customer Care Department. They will investigate and address your concerns further with those involved.  We reviewed the facts of your complaint and found the details to be accurate. We regret that the error with the matching band led ultimately to the return of your wife’s Christmas present. We appreciate the importance of this purchase and understand your distress in this situation. According to our records, the online purchase was returned on March 28, 2017 and the finance fees accrued on the account were rebated on March 29, 2017. As compensation for the errors that occurred, we are mailing a gift card for $250.00 which you can use in our store or online.  We apologize for your frustration and any inconvenience you experienced in this matter and we hope that you will allow us a second opportunity to meet your jewelry needs. . Sincerely,  Vicki CResolution Specialist cc:       Revdex.com

February 13, 2018   Kelli Arnold Ferguson 1001 Park Terrace Blvd F Columbia City IN 46725   Revdex.com ID # 12665602   Dear Ms. Ferguson:   We appreciate the opportunity to respond to your concerns regarding the service you received from our company.   We reviewed your previous Revdex.com complaint, ID 12493676. Due to an issue with a one month delay of a replacement ring, we mailed a gift card to you for $175.00. As we stated in our original response, we are not able to alter your payment amount or apply a credit on your account. The gift card was for a future purchase made online or in one of our stores. We regret any confusion for what the gift card was to be used. However, we do not compensation monetarily for the situation mentioned in your complaint and believe the gift card for a future purchase is adequate compensation for the issue.   Regarding your request to alter the reporting history of your credit account, we are obligated by the Fair Credit Reporting Act to accurately report your account history to all credit bureaus. Because we are reporting accurate information, we cannot honor your request to change your payment history.   We apologize for your dissatisfaction in this matter.   Sincerely,     Vicki Copus Resolution Specialist   cc:       Revdex.com

Initial Business Response /* (1000, 5, 2016/03/09) */
March 9, 2016
[redacted]
[redacted]
Dear Ms. [redacted]:
Thank you for contacting us with your concerns regarding your husband's ring and the service you have received with our company. We have forwarded your...

service complaints with our Houston area store to the district manager. He will review and take any needed remedial action with those involved to prevent a reoccurrence.
According to our records, you took the ring to our Houston store to be sized to a 12 on October 24, 2015 for $49.99. On November 22, 2015, you brought the ring back missing a small melee diamond. The store charged you $120.16 to replace the diamond. On December 14, 2015, the store refunded the $120.16 repair charge because another diamond was missing in the ring. On December 21, 2015, the ring was brought back to the store to have it sized to an 11 and to reset a diamond that had fallen out of the ring.
We would like to clarify that merchandise purchased with employee discounts are not covered under warranties due to the substantial discount involved. We recognize the special importance of your husband's wedding ring to you and understand your frustration when problems arise. Due to company restrictions on employee purchased merchandise, your niece who purchased the ring will need to contact our Employee Purchases Department for assistance with the ring's quality. We regret this inconvenience and apologize for your dissatisfaction in this matter.
Sincerely,
Vicki C[redacted]
Resolution Specialist
cc: Revdex.com
Initial Consumer Rebuttal /* (3000, 7, 2016/03/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Vicki,
Thank you for your response, I am aware that I need to send the ring back to my niece for service. I only took the ring into Jareds in Houston for sizing, when I picked the ring up they discovered that the stone was knocked loose. The stone keeps falling out of the same spot, and its out once again plus one. My only concern was that the ring was fixed by the people that damaged it. I wasn't looking for anything unusual just the ring fixed. I'm sorry that we are so far from my niece and have caused issues with the system. I'm feeling discouraged because I have always received great service from Jareds whether I bought a piece from your company or just needed work done, I'm praying that we resolve the issue once and for all.
Kind regards,
[redacted]
Final Business Response /* (4000, 9, 2016/03/22) */
March 22, 2016
[redacted]
[redacted]
Dear Ms. [redacted]:
Thank you for contacting us again regarding your husband's wedding band. We can understand your frustration with the problems that have occurred with the band. Because the band has been sized more than once, it may be an issue with the integrity of the stone settings. Unfortunately, your niece will need to obtain the band for evaluation and repair.
We apologize for your continuing dissatisfaction in this matter.
Sincerely,
Vicki C[redacted]
Resolution Specialist
cc: Revdex.com

Initial Business Response /* (1000, 5, 2016/06/24) */
June 24, 2016
Dear Mr. [redacted]:
We appreciate the opportunity to respond to your concerns regarding your refund. We have forwarded your service complaints to the district manager over the [redacted] store and the supervisors of the...

Guest Relations Representatives mentioned. They will investigate further and take any remedial action needed to prevent a reoccurrence.
We reviewed your account and receipts and found the following.
On March 30, 2016, you financed $4,426.55 in merchandise. The merchandise was then exchanged in order to process a trade-in which credited your account $984.74.
On May 14, 2016, the [redacted] store returned $3,441.81 of merchandise. Instead of returning the merchandise on the account and processing a refund for any credit balance on the account, $2,000.00 of it was returned in the form of a check and $1,441.81 was returned to the account.
On May 23, 2016 a refund for the account balance credit of $505.84 was requested and would be mailed on June 1, 2016.
On June 2, 2016 you contacted the Guest Relations Department because the credit had not appeared on your mother's Discover card yet. The representative you spoke with arranged to have the checks canceled and requested that the funds be return to the Discover card.
On June 6, 2016 in response to your social media post, a Guest Relations Representative contacted your wife to apologize for the refund issues and confirmed the refund had been processed.
If you have not yet received your refund, please let us know. We apologize for your dissatisfaction in this matter.
Sincerely,
Vicki C.
Resolution Specialist
cc: Revdex.com

April 18, 2017     Revdex.com case: 12075192   Dear Ms. [redacted]   We appreciate the opportunity to respond to your concerns with the service issues you have experienced regarding your engagement ring reset. Your service concerns have been forwarded to the District Manager responsible...

for the Fox Valley Mall store and management of the Customer Care Department. They will investigate and address your concerns further with those involved. .   We investigated your ring concerns and found that you brought your solitaire diamond ring to our store for a new mounting. The details you reported in your complaint are correct and issues occurred with the repair work. We were able to have the diamond reset in a new mounting and return to the store prior to the date requested in your Revdex.com complaint.     We recognize the importance of your special ring to you and understand your distress over this situation. Since the submission of your complaint, your ring was sent back out to our repair shop for a new Tiffany shank at your request since the previous one was a stock item. In addition, our store team members adjusted your repair fee using the $100.00 gift card so that they could give you $100.00 cash as compensation.  We apologize for your dissatisfaction in this matter.   Sincerely,     Vicki C. Resolution Specialist   cc: Revdex.com

I am rejecting this response because:  Returning the ring entirely I do not feel should be the final resolution considering the length of time it took to get the correct ring from your store.  The fact that we are being asked to start the entire process from scratch is how I have felt since September 2016 when all avenues ended where the store could not produce the catalog item. I had no other option but to purchase a custom ring.  I did take the $872.00 since again returning the ring is not an option but I strongly feel the compensation shoud have been more than $872.00 for everything I have been through in this very lengthly process.  Customer serivce should mean more than the minimal amount offered compared to what I have spent in your store.  I paid $6,916.53 for just the stone in cash before the custom ring charges started in October 2016. Thank you.[redacted]