Signet Jewelers

November 21, 2016   [redacted]   Re: Revdex.com case # [redacted]   Dear Mr. [redacted]:   Thank you for contacting us again regarding your credit account. As previously stated, our records indicate the payment was made on March 17, 2016 at 8:03 AM which was past your March 16, 2016 due date. If you have documentation, such as a bank statement, showing the payment was made March 16, 2016, please attach it to your complaint and we will reconsider our decision.   We apologize for your continuing dissatisfaction in this matter.   Sincerely,     Vicki C[redacted] Resolution Specialist

Initial Business Response /* (1000, 10, 2015/11/20) */
November 20, 2015
Dear Mr. [redacted]:
We appreciate the opportunity to respond to your concerns regarding your joint 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 complaint and found the following.
On December 24, 2009, you and your grandfather opened a joint credit account with our store, Kay Jewelers. From December 24, 2009 to May 3, 2014, you and your grandfather financed $7,583.64 in purchases. The balance was paid in full on August 7, 2014.
From December 13, 2014 to December 26, 2014, merchandise totaling $532.45 was financed on the account.
In January 2015, we received notice that Mr. [redacted], the account primary, had died on November 16, 2014. Per our procedure, the credit account was coded accordingly and placed with [redacted], LLC. [redacted] works with the appropriate estate representatives and probate to collect on these types of credit accounts.
Our records show that two $50.00 payments were made directly through us, one on February 14, 2015 and May 26, 2015. We notified [redacted] that we had received the two payments.
We received a call from your wife on May 27, 2015 that you had not received any billing statements. We explained that we do not mail billing statements after a primary account holder has died. Our representative provided the phone number to [redacted] so that payment arrangements could be made.
On August 26, 2015, your wife contacted us by phone and stated that the account was showing as delinquent on your credit report. As you have stated in your complaint, the representative promised a return call and did not follow-up. We have forwarded this information to the representative's supervisor to be addressed.
Please accept our condolences on the passing of your grandfather. We apologize that our procedures for accounts with decreased primary account holders has caused you inconvenience. We are obligated by the Fair Credit Reporting Act to accurately report your account history with us to all credit bureaus. Our records indicate the information we are reporting is accurate. Therefore, we are unable to honor your request to remove the account from your credit file. If you have not yet contacted [redacted] systems to make payment arrangements or have lost the phone number we provided your wife in May, please call them at 1 (877) [redacted].
We apologize for dissatisfaction in this matter.
Sincerely,
Vicki C.
Resolution Specialist
cc: Revdex.com

Initial Business Response /* (1000, 5, 2016/05/24) */
May 24, 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 would first like to clarify that we offer a 12 Month No Interest Finance Plan. A twenty percent down payment is required to convert the purchase to the No Interest Plan. To avoid interest charges the balance must be paid in full during the promotional time period. Our store team members are trained to provide this information at the time of purchase and we have forwarded your service complaint with the store to the district manager. He will investigate and take any remedial action needed to ensure the store staff is properly presenting our finance plans.
We reviewed your complaint and found the following:
" On February 6, 2016, you opened a credit account with our store, Kay Jewelers, and financed purchases totaling $1,874.15.
" We received a payment of $115.00 on March 19, 2016.
" On April 7, 2016, you emailed our Customer Care Department and stated you were informed at the time of purchase your account would be interest free during the first year but noticed you were charged interest and wanted to know why.
o On the same day, a representative respond to your email and explained our 12 Month No Interest Plan required a 20% down payment.
o On April 8, 2016, we received an email from you requesting the down payment amount.
o On the same day, our representative stated it would be $375.00.
o You made the down payment of $375.00 online on April 8, 2016 and emailed Customer Care this information.
o On April 9, 2016, the representative converted your purchase to the 12 Month No Interest Plan and rebated the $36.63 interest charge. In addition, she sent you an email that a payment of $125.00 would be due on April 28, 2016.
o You responded with a request about the interest charged on your account and a complaint that your name was not correct on the account.
o The representative responded on April 11, 2016 that the interest was rebated and your name was corrected.
" On May 5, 2016, a $27.00 late fee was charged to your account for not making the $125.00 payment that our representative informed you was due by April 28, 2016.
We would like to assure you that the adjustments shown on your billing statement are not fraud. We are required to show the $375.00 payment you made online on April 8, 2016 was converted into a down payment for your 12 Month No Interest Plan. Although we have record showing you were informed your payment of $125.00 was due by April 28, 2016, we have removed it from your account as a gesture of good will.
We apologize for your frustration and any inconvenience you experienced in this matter.
Sincerely,
Vicki C.
Resolution Specialist
Initial Consumer Rebuttal /* (3000, 7, 2016/05/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
From the outset, my case appears to fall more into the category of predatory lending. When I made my purchase at Kay Jewelers at the [redacted] Mall location in [redacted], Ohio, I was told by the clerk that I could put my purchase on a charge account that would have been interest free for twelve months. When my monthly bills started coming, I didn't even notice until the second month that Kay Jewelers (How did I know they are/were Signet Jewelers?) had converted my loan to an interest bearing account at an absolutely outrageous interest rate. I then notified Kay Jewelers (a.k.a. Signet Jewlers) and told them of the discrepancy. They purported to take it off an interest bearing loan account and then slammed me with a bill the following month with, get this, a $27.00 late fee.
However, at the time the account was converted, they wanted an immediate payment of $375.oo. I paid this immediately. In the response, proveded above, the representative provides that I was to make a $125 payment by April 28, 2016; however, that was never conveyed to me. When the complaint in this case was originally filed, I received a late payment letter several days later (real cute), but in the text of the letter it wanted $125 for a late payment. In this letter, it had a demand for $240.00 but that $115.00 was past due. So, honestly, what is up with all of this chicanery, duplicity, or whatever else you want to call it? I call it predatory lending. There was never any good faith effort on the part of this jeweler. Kay Jewelers / Signet Jewelers reputation for telling the truth and abiding by previous agreeements in this particular case stinks to high heaven. For anyone thinking about doing business with this company, be forwarned. They aren't all that they profess to be. I am referrring this matter to the consumer division of the Ohio Attorney General's Office for investigation of predatory lending practices. If nothing comes of it, so be it. But, I will never do business with Kay Jewelers a.k.a. Signet Jewelers.
Final Business Response /* (4000, 9, 2016/06/01) */
June 1, 2016
Dear Mr. [redacted]:
Thank you for contacting us again regarding you concerns with your account. We would like to clarify that purchases can only be converted to our 12 Month No Interest Finance Plan if a 20% down payment is made. This information is located in your Retail Installment Credit Agreement, which you received when the account was opened. Our store team members are trained to explain the need for a down payment. We regret if this was not clearly explained. As previously stated, we have forwarded your service complaint to the district manager so that he will address your concerns with the staff.
In addition, the $375.00 down payment is not the same as your monthly payment. Our representative sent an email to you as part of your email correspondence that a $125.00 payment was due by April 28, 2016. The letter attached to your complaint was created on May 6, 2016 to notify you that your payment had not been received. The payment of $115.00 was the amount owed before your purchase was converted to the 12 Month No Interest Finance Plan. The $125.00 is your new payment amount.
We hope the above information clarifies things and we apologize for your continuing dissatisfaction in this matter.
Sincerely,
Vicki C.
Resolution Specialist

July 27, 2016     Dear Mr. [redacted]:   We appreciate the opportunity to respond to your concerns regarding the service you received at our [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.   It is our company policy to clearly communicate to customers that they are applying for a credit account. We have addressed your concerns with the district manager of the store. He will investigate further, take any needed remedial action with the associates involved, and ensure credit applications are presented appropriately.   We have contacted the three credit bureaus to remove the credit inquiry and account from your credit history. Please allow ten days for the adjustment to complete.   We apologize for your dissatisfaction in this matter.     Sincerely,     Vicki C. Resolution Specialist   cc:       Revdex.com

I am rejecting this response because:
Dear Vicki CIf you think my complaint is an attempt to have your negative trad lines removed from my credit reports early  you are  mistaken. I made this complaint because you are reporting and verifying  inaccurate and deceptive information about me to credit reporting agencies and you have refused numerous times to correct it. As to your reply to this Revdex.com complaint.You said"On November 18, 2007, you opened a credit account KayJewelers. From that day to May 11, 2008, you financed purchases totaling $483.48. You paid off your account balance on February 10,2009."This Statement is irrelevant to this complaint and my Disputes with the credit reporting agencies."On February 11, 2010, you financed a purchase for $229.96."Nothing you sent confirms I did this an is irrelevant to my complaint and disputes with credit reporting agencies."You made one payment of $25.00 on June 24, 2010."Nothing you sent is proof I made a payment.However You are reporting and have verified on my credit report that the Date of Last Payment was Jun 01, 2010andThe payment history you attached shows payment June 4, 2010No doubt all can be accurate."A copy of your payment history is attached."Nothing you attached is proof the payment history is mine.However, The payment history you attached clearly illustrates the errors I disputed with credit reporting agencies. "On August 14, 2010, we closed your account due to its payment history." When this account closed is irrelevant to this complaint and my credit reporting disputes."The account charged off on December 12, 2010."You reported and verified 120 days past due as of Dec 201090 days past due as of Nov 201060 days past due as of Oct 201030 days past due as of Sep 2010The payment history you attached confirms No payment for July 7,2010,No payment for August 7, 2010 Obviously your reporting is incorrect."On July 18, 2012, we sold your account to C&E Acquisition Group, LLC."This is irrelevant to this complaint and my credit reporting disputes."We would like to clarify that we have not received a direct request from you for a debt validation."This is irrelevant to this complaint and my credit reporting disputes.  "However, we have received multiple electronic disputes from the credit bureaus to which we have fully investigated and timely responded." Seems if you would have fully investigated the payment history you attached(as you are obligated to do by the Fair credit reporting act) you would not have verified and continue to report deceptive,incomplete,inaccurate and re-aged information."We are obligated by the Fair Credit Reporting Act to accurately report your account history with us to all credit bureaus."You are not obligated by the Fair Credit Reporting Act to report.  You choose to report.  You are only obligated by the Fair Credit Reporting Act when you do report. "Adverse information such as a late payment may report for up to seven years which in this case is until July 2017." According to the payment history you attached no payment was made on April 7, 2010, No payment was made on May 7, 2010 a partial payment was made 06/04/2010.There will be more regarding your claim on being able to report for up to seven years which in this case is until July 2017  below.Continuing from your response to this Revdex.com complaint."You made one payment of $25.00 on June 24, 2010."and "A copy of your payment history is attached."According to what you attached an alleged payment was made 06/04/2010. Your statement is yet again deceptive and inaccurate. So if we go by the payment history you attached a $25.00 payment would have been due 04/07/2010, A $50.00 payment would have been due on 05/07/2010 an A $75.00 payment would have been due 06/07/2010.It's obvious that A $25.00 payment on 06/04/2010 could not have brought the account current.There is also no doubt that collection activity began in April.This information from the Federal Trade Commission clearly explains the reasons why I disputed and it clearly shows why I believe you have broken the law on numerous occasions.www.ftc.gov/system/files/documents/plain-language/bus33-consumer-repor...⇄ Trade Commission | business.ftc.govCONSUMER REPORTS:WHAT INFORMATION FURNISHERSNEED TO KNOWWhen you provide information to a CRA, you have obligationsunder the FCRA to ensure the accuracy of the informationyou furnish. As a rule, it’s illegal to report information that you know or believe is inaccurate. You have “reasonablecause to believe” that information is inaccurate if you haveknowledge, other than allegations from the consumer, thatwould lead a reasonable person to doubt the accuracyof the information. FCRA Section 623(a)(1)(A) You may beexempt from this requirement if you give an address for consumers to report inaccurate information, but you cannot,under any circumstances, report information the consumerhas told you is inaccurate if it is, in fact, inaccurate.FCRA Section 623(a)(1)(C)Here are some Facts 1>You replied to this Revdex.com complaint claiming payment was made on June 24,2010According to the payment history you attached payment $25.00 6/04/2010.2>You verified to the credit bureaus that your payment history is correct on numerous occasions. You were and have been in possession of the payment history you attached.The payment history you attached clearly shows no payment for April 07, 2010, May 07, 2010,July 7, 2010 or August 7,2010   You reported and verified that payments for April 2010,May 2010,July 2010,August 2010 were OK or Paid as agreed.3>Your reporting and your reply to this Revdex.com complaint claim date of last payment is date of delinquency.The fact ishttps://www.ftc.gov/tips-advice/business-center/guidance/consumer-reports-what...⇄ Accounts — When you refer an account for collection and notify a CRA that you have done so, you also must report the date of delinquency to the CRA within 90 days. The date of delinquency is the month and year the consumer's delinquency resulting in the referral began, see the examples below. FCRA 623(a)(5)(A)"These examples illustrate how to calculate the date of delinquency:" "[redacted] credit card account becomes delinquent in April 2011. [redacted] makes partial payments for the next five months, but never brings the account current. The creditor places the account for collection in January 2012.   Because the account was never brought current during the period partial payments were made, the delinquency that immediately preceded the collection began in April 2011, when [redacted] first became delinquent. The correct delinquency date is April 2011."According to this FTC example the Date of Delinquency for the account you reported to the credit bureaus would be - April 2010, Not July 2010 as you claim in response to this Revdex.com complaint and as you reported and verified numerous times to the credit reporting agencies. you also said"We believe the information we are reporting isaccurate;" What you believe is irrelevant!and lastly you said"therefore, we are unable to honor your request to remove our trade line from your credit file."More deception on your part!  I did not request anything!I said "Immediately Delete any and all information regarding me."  Here are a few FCRA violations that I believe have happened and can easly be proven.1>Date of last payment is reported as June 1, 2010. You verified that the date is accurate numerous times.You have now admitted it is inaccurate and that you should have known it to be inaccurate in your response to my Revdex.com complaint.2>You are and have been willfully and knowingly re-aging a alleged debt by reporting July 1, 2010 as date of delinquency  when payment history clearly shows no payment made for  April 7, 2010 . May 7, 2010 and partial payment made April 4, 2010 which obviously did not bring account current.3>You willfully and knowingly reported and verified numerous times that this payment history120 days past due as of Dec 201090 days past due as of Nov 201060 days past due as of Oct 201030 days past due as of Sep 2010was accurate. In your reply to my Revdex.com complaint you admitted that these are inaccurate.4>You did not conduct a reasonable investigation in response to my many credit reporting agencies disputes.A person skilled in the art of consumer law may find other Federal and State violations.  Seeing as how you are unable to correct or delete  what I believe is obvious inaccurate,incomplete,deceptive and illegal re-aged trade lines,  i have no other choice but to file complaints withwww.consumerfinance.gov https://www.ftc.gov/http://myfloridalegal.com/I will also be consulting with a consumer attorney to discuss litigation options.Do not call me regarding this matter.Any offers of settling possible FCRA and State violations should be made in writing and sent to[redacted]

December 13, 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 3, 2015 you opened a credit account with our store, Jared The Galleria of Jewelry. Since then, you have financed purchase totaling $3,091.72. On March 19, 2016, as noted in your complaint, a 14WG ENHANCER (Sku number 041047806) was purchased on your account along with a related Extended Service Plan (ESP).  Please see attached slip 016697.  On March 29, 2016 we show the merchandise noted above (01047806), and the associated ESP, were returned to your account and exchanged for a different 14WG ENHANCER (Sku number 041018300) and associated ESP. Please see attached slip 017066. On July 1, 2016 we show the remaining merchandise and ESP from the March 29th exchange was returned in store and removed from your account. Please see attached slip 021170.We show the store representative involved in the return called our Customer Care department to confirm for Mr. Chitwood what the balance would be after the return and how much payment would be needed to remove the account from its current past due status at that time.  A payment of $130.00 was made in store at that time. Please see attached slip 021171. We do not show that you contacted our Customer Care department regarding any issue with these transactions prior to this complaint and apologize that, due to the length of time that has passed, we are unable to answer what happened in the store at that time.On October 20, 2017, your account was placed with Genesis FS Card Services (Genesis) for servicing.   We have confirmed with our Customer Care department that these transactions were processed properly and that all merchandise was credited back to your account.    As part of our investigation, we also shared our findings with Genesis and they will address any service concerns mentioned in this complaint.  If you have any additional questions about your credit account, please call Genesis at 1-866-875-0891.   We apologize for your dissatisfaction in this matter.                                           ...⇄ Sincerely,     Shawn C Resolution Specialist

I am rejecting this response because:They didn’t explain what happened to ‘Friday, December 9’ as an order arrival date; had I placed the order the evening of December 6 it would’ve arrived for December 8 and on December 7, the order arrival date was now December 12.  Yet an order placed the morning of December 15 was able to be delivered on December 16, less than two days.They should clearly indicate the Monday-Friday shipping parameters in the opening paragraph on their ‘Shipping’ page as this is critical information worthy of the first paragraph and not under ‘Additional Shipping Information’.   Depending on the device users are placing their orders on, this can easily be missed and if the consumer feels the first paragraph answered their question, why continue reading.And the information about the 30 day pick-up, again important information that should be clear not hidden on the ‘Shipping’ page but also on the ‘Checkout’ page.

March 6, 2017   [redacted] Pleasant Grove AL 35127   Dear Ms. [redacted]   We appreciate the opportunity to respond to your concerns regarding your husband’s bracelet and the service you received at our Western Hills Mall store. Your service concerns have been...

forwarded to the District Manager responsible for the store. He will investigate and address your concerns further with those involved.   We investigated your concerns regarding your husband’s bracelet and found the following. ·         On November 8, 2008, you purchased a men’s 10kt gold diamond bracelet. Our records indicate that the bracelet came in an 8 inch length. ·         On November 1, 2016, our store sent the bracelet and a detached piece to our Design and Service Center for repair. When the bracelet was sent back to the store, no work was done. ·         On November 21, 2016, the bracelet was returned to the repair shop for repair. It returned to our store with a new clasp and the broken part replaced. Although the bracelet measures 8 inches as it did at the time of purchase. The bracelet no longer fit. ·         In February 2017, you contacted our Customer Care Department. Your complaint was forwarded to a case specialist who after his investigation offered an exchange at the $1,000.00 purchase price along with an additional credit of $399.00 for a total credit of $1,399.00 on a new bracelet or other item.   We appreciate the importance of your husband’s bracelet to you and understand your distress in this matter. Gold is a malleable metal and can stretch over time with wear. Because the bracelet is the same length as when it was originally purchased, we are unable to replace it with a longer bracelet at no additional charge. The exchange credit of $1,399.00 is still available to you.   We apologize for your dissatisfaction in this matter.    Sincerely,     Vicki C Resolution Specialist   cc: Revdex.com

July 15, 2016
Dear Mrs. [redacted]
Thank you for contacting us again with your concerns with the service you have received from our company. We have forwarded your additional service complaints from when you went to pick up your replacement necklace and gift card to the district manager of the [redacted] store. She will investigate further and take the remedial action needed with those involved to prevent a reoccurrence.
We would like to assure you that your concerns are being taken seriously and all responses submitted through the Revdex.com have been submitted within the time requested by the Revdex.com. We regret that our store team members did not know where they had placed your gift card when you and your family visited our store and the distress that this caused your family. Our records indicate that the gift card was activated in the store on June 20, 2016.
As previously stated, personalized merchandise is not returnable as is agreed upon by the purchaser when the order is made. We agreed to replace the necklace due to your concerns with its quality. All broken and damaged jewelry that we have provided replacements for are sent to the corporate office for processing.
As compensation for the delay in obtaining your gift card and the wait at our store, we are mailing a second Jared gift card for $50.00 which can be used online or in one of our stores. We apologize for your continuing dissatisfaction in this matter.
Sincerely,
Vicki C.
Resolution Specialist
cc: Revdex.com

Initial Business Response /* (1000, 5, 2016/03/07) */
March 7, 2016
Dear Mrs. [redacted]:
We appreciate the opportunity to respond to your request for a refund beyond our return period. We would like to clarify that our return policy is sixty days from the date of purchase as is printed on our...

receipts and on signs in our stores.
While we sympathize with you for the circumstances, which caused you to attempt to return the jewelry past our policy, we do not make exceptions to our return policy in these circumstances. You are still within our ninety-day exchange period until March 19, 2016. Please visit the stores you if you would like different merchandise. We apologize for your dissatisfaction in this matter.
Sincerely,
Vicki C.
Resolution Specialist
cc: Revdex.com

July 28, 2017        Revdex.com Case #:[redacted]   Dear Mr. [redacted]   Thank you for contacting us again with your concerns. The credit review was triggered by your recent request to increase your credit limit. This did not occur at the time of your voluntary surrender.   We apologize for your continuing dissatisfaction in this matter.   Sincerely,     Vicki C Resolution Specialist

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 picked up the watch this morning and was not required to pay.

Tell us why here... January 3, 2017 Re: Revdex.com Case # [redacted] Dear Mr. [redacted]:  We appreciate the opportunity to respond to your concerns with your purchase 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 our account is associated with the name under which you submitted your complaint.   Please note that your service concerns have been forwarded to the District Manager responsible for the store you have dealt with. They will investigate and address your concerns further.  We investigated your complaint and found the following: On November 26, 2016 you purchased a Leo Solitaire Ring for $11,259.88.  You made a total down payment on that date of $9,860.00 and financed $1,399.88 on your Kay Jewelers Account.  The most recent payment on your account occurred on December 10, 2016 in the amount of $45.00. You have been working with a representative in our Customer Care Department to investigate your concerns regarding the price you were quoted for the merchandise and the amount that you have paid towards the merchandise. They have been unable to substantiate the claim that you were at any time offered a larger discount than was applied to your merchandise at the time of purchase.  They have requested you fax any information you have to the contrary and also any documents regarding the amount you state you have paid towards this purchase.  At this time we have not received any other supporting documentation. In regards to the sizing of the ring, we show that an offer has been made to set up an appointment at our Stamford, CT Kay Jewelers store which you have noted would be more convenient for you.  Please speak to store Manager Richard B. at [redacted] who will be happy to assist in expediting this process. We show that the representative in Customer Care was able to offer, as a gesture of goodwill, an adjustment of $532.00 to your account balance which includes a rebate of $32.00 in finance charges that have accrued and a $500.00 credit.  Without other supporting documentation we will not be able to provide any further compensation in regards to this matter.  Please let us know if you would like to accept this proposal or you can contact the representative you are currently working with as well. If you are still unsatisfied we are willing to offer a return or exchange while it is within our return policy.  We understand the importance of your engagement ring to you and apologize for your frustration and any inconvenience you have experienced in this matter.  Sincerely,   Shawn C.Resolution Specialist

Initial Business Response /* (1000, 6, 2015/10/23) */
October 23, 2015
Dear Ms. [redacted]:
We appreciate the opportunity to respond to your concerns regarding the replacement of a diamond in your engagement ring and the service you received at the [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 difference between the Diamond Guarantee and Extended Service Plan purchased on your wedding set.
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. However, we also count repair work as inspections. Therefore, because of the repair to solder your rings together in June, you should not have been charged for a replacement diamond.
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.
We would also like to clarify that invisible set diamonds are not standard cut diamonds. They are held in place by wires in grooves cut in the sides of the diamonds below the table. This allows the center stones to appear to be one larger and more valuable diamond. When an invisible set diamond is lost or damaged, the ring is sent from the home office to a vendor so that a new diamond can be cut to fit which can be a lengthy process that cannot be rushed. We regret that this was not explained to you when your rings were sent for repair.
We recognize the sentimental value of your wedding set and understand how distressing it is to be with our special rings so long after you were just married. We have credited your husband's account the $477.00 he paid for the replacement diamond. In addition, as compensation, we have rebated $179.04 in finance fees which is the amount accrued since your rings were sent out for repair in July and credited your husband's account one month's payment. The total credit to your husband's account is $841.04.
We apologize for the frustration and inconvenience you experienced in this matter.
Sincerely,
Vicki C.
Resolution Specialist
Initial Consumer Rebuttal /* (3000, 8, 2015/11/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While I appreciate your gesture, I am still having issues and my ring itself has not been resolved. Furthermore, you telling me that sending my ring off to be soldered counted for the warranty is extremely unsettling. Basically if I had never filed this complaint, I would've been out the cost to repair the ring that I never should've been charged in the first place! That's terrible business etiquette and basically a company ripping me off. That's a huge problem in itself.
My other current issue is that I was called yesterday to be told my ring was in. Needless to say I was extremely excited to get it back and have this all over with. My husband and I went immediately to the store. The ring had not changed. The rings being uneven and not aligned was the EXACT same as when it was sent off. The ticket said to tighten the settings (because at the time I thought it hadn't been done yet, not knowing when it was sent out to be soldered counted for that), and to make all three rings aligned. The repair store completely disregarded that. So now my ring has to be sent back out, yet again, to hopefully be fixed.
While again, I appreciate your attempt to resolve the issue, tha does not take care of all the effort and stress that has been related to this ongoing situation. It's beyond absurd the amount of time this company has had my ring and has yet to properly fix it. I honestly don't know how a company can send a ring back to the store to be returned to the customer looking like that... THREE TIMES! It was like that from the original soldered job. They soldered it unevenly and didn't care, and sent it out to the customer. The disregard for quality is disappointing. This is just an ongoing issue that never should've been like this.
Final Business Response /* (4000, 10, 2015/11/11) */
November 11, 2015
Dear Ms. [redacted]:
Thank you for contacting us with your additional concerns about the service you received from our company. We understand your distress that you were charged for repair work that should have been covered under your Diamond Guarantee. The district manager has addressed this issue with the store staff and we believe the training issue you brought to our attention is corrected. We deeply regret that this happened to you.
For the new issue with additional the repair work, we have credited an additional $100.00 to your husband's account as compensation. Our records indicate that you picked up the ring on November 7, 2015.
We apologize for your continuing dissatisfaction in this matter.
Sincerely,
Vicki C.
Resolution Specialist

June 27, 2016
Dear Ms. [redacted]:
We appreciate the opportunity to respond to your concerns about the service you received with our company. We would like to clarify we have a thirty day return policy. 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 their accounts, we do not always have cash available for refunds.
As stated on your receipt, we refund cash purchases with cash if the cash is available. When cash is not available for a refund, our stores can order a refund check from the home office which will mail in four days. According to our records, you received a cash refund on June 21, 2016.
We apologize for your frustration in this matter.
Sincerely,
Vicki C.
Resolution Specialist
cc: Revdex.com

Initial Business Response /* (1000, 5, 2016/02/03) */
February 3, 2016
Dear Mr. and Mrs. [redacted]:
Thank you for contacting us with your concerns regarding the earrings you purchased and our return policy. We would like to clarify that our return policy is thirty days from the date of purchase...

all year around, not only during the holidays. Our policy is shown on our website.
We are sorry to hear that you find the design of the earrings uncomfortable on your ears. The earrings are a type called climbers and are meant to hug your ear lobe without earring backs. As you have stated, we have offered you the option to exchange the earrings for a different design or different merchandise at the same purchase price or greater. This option is still available to you. Please stop by the store nearest you for assistance.
We regret that you felt our Customer Care Department was not empathetic when you contacted us. Unfortunately, we do not make exceptions to our return policy for the circumstances you have cited in your complaint. However, our Customer Care representatives should treat each of our guests as the valued customer they are. We have forwarded your service complaints with the Customer Care Department to departmental management to review the call recordings and to take any remedial action needed after the recordings are reviewed.
We apologize for your dissatisfaction in this matter.
Sincerely,
Vicki C.
Resolution Specialist
cc: Revdex.com
Initial Consumer Rebuttal /* (2000, 7, 2016/02/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for your response, as I had stated in my original response I knew what your policy was. I simply was trying to say I think your policy is a bad policy. Do not believe it the holiday time it gives a person enough time to get through the chaos of the holidays and return any gifts. I believe that your policy is swayed to your benefit, not your customers. [redacted]

Initial Business Response /* (1000, 5, 2015/09/29) */
September 29, 2015
[redacted]
[redacted]

Dear Ms. [redacted]:
Thank you for contacting us about our Instant Rewards certificates. We would like to clarify that the name of the promotional...

certificate is Instant Rewards as opposed to our Santa Certificate promotion, which has a redemption period that begins on a later date than the certificates are issued. The Instant Rewards promotion is not an instant discount or sale price on all merchandise over $300.00.
As you have quoted in your complaint, a $100.00 Instant Reward certificate is issued for every $300.00 spent on jewelry. The certificate must be presented at the time of redemption and cannot be used on a previous purchase.
We reviewed your purchased and found the following.
On September 21, 2015 you purchased a diamond band for $531.24. A $100.00 Instant Rewards certificate was issued on this purchase.
On your second transaction that same day, you purchased an anniversary band for $349.99. The Instant Rewards certificate from the previous transaction was redeemed and the price of the band before taxes decreased to $249.99.
We regret any confusion that the wording of our promotion has caused you. Your transactions on September 21, 2015 only entitled you to one Instant Rewards certificate for $100.00 to be used on a new purchase. Therefore, we would not issue a new certificate or reimburse you $100.00.
We apologize for your dissatisfaction in this matter.
Sincerely,
Vicki C[redacted]
Resolution Specialist
cc: Revdex.com

April 17, 2017   Dear Mr. [redacted]   We appreciate the opportunity to respond to your concerns regarding the service you received in our store. Unfortunately, your complaint did not contain enough information for us to determine which store location you visited. Could you...

please provide the name of the Mall and store so that we can investigate further?   We apologize for your dissatisfaction in this matter.   Sincerely,     Vicki C.

Initial Business Response /* (1000, 10, 2015/12/03) */
December 3, 2015
Dear Mr. [redacted]:
We appreciate the opportunity to respond to your concerns regarding your promise ring and the service you received from our company. We have forwarded your service concerns to the district manager of...

the [redacted] store and management in the Customer Care Department. They will investigate and take the needed remedial action with those involved to prevent a reoccurrence.
We investigated your complaint and found the following.
" On August 10, 2014, you purchased a sterling silver ring with 10kt gold accents and a total of .024 carats in diamonds. The ring was sized to a 5.5.
o Our records indicate that this ring's shank broke and required repair on August 31, 2014.
o New replacement rings were provided on October 7, 2014 and December 27, 2014.
o The shank on the ring was repaired again on August 7, 2015
" On August 26, 2015, the ring was traded-in on a sterling silver ring with rose gold accents and a total diamond carat weight of .20. The ring was sized to 5.5. We were unable to confirm or deny the conversation as to the metal type. The repair ticket that accompanied the ring to the repair shop for sizing lists the ring as silver and rose gold. While we do not have documentation of repairs on the second ring, we do not doubt your claim that there was an issue with it.
" On November 7, 2015, the ring was exchanged for a rose gold ring with a total diamond carat weight of .2004. The sales slip lists the reason for the exchange as "didn't like". The new ring was sized to 5.5.
" On November 20, 2015, you exchanged the rose gold ring for the original silver ring and other merchandise. A refund of $202.89 was processed.
We understand the importance of your promise ring to you and understand your frustration with the issues you had with the previous rings. Because the last exchange took place after your submission of your Revdex.com complaint, we hope that this option resolved your dissatisfaction with your purchase.
We apologize for any inconvenience you experienced in this matter.
Sincerely,
Vicki C.
Resolution Specialist
cc: Revdex.com

October 18, 2016 Dear Ms. [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 you are authorized by the account holder to speak on their behalf.   We...

research your complaint and found the following. ·         On February 23, 2016 a payment was made on the account for $1,500.00. According to our records, this was the amount approved by the person who contacted our automatic payment phone number. ·         On May 6, 2016, we received communication from your bank that the payment amount submitted to us was in error and was only supposed to be $150.00. ·         On May 10, 2016, the account was adjusted with a credit of $1,350.00 which reduced the February $1,500.00 payment to $150.00 as your bank requested. The $1,350.00 was returned to your bank.   We have attached a copy of the charge back information your bank submitted to us in the hopes that you can use it to find out why your bank has not yet returned these funds to you. As for the second payment of $1,350.00 made on March 16, 2016, we have not received a dispute from your bank you this transaction. Please check with your bank on the status of the second dispute.   We apologize for your dissatisfaction in this matter.     Sincerely,     Vicki C. Resolution Specialist