Signet Jewelers

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

January 10, 2017   Dear [redacted]:   Thank you for contacting us again with your online delivery concerns. We are sorry if there was any confusion with the placement of our shipping information on our website.   The holidays are a busy time of the year. Our delivery schedule is computerized and as previously stated the time of the day the order is made can factor into which business day  the order is shipped out. We regret that our shipping schedule did not meet your needs but we are happy to hear that you were able to take advantage of our free next day delivery option to your relative’s home which was not available for store deliveries. According to our records, the package was delivered on December 16, 2016 as requested.   We apologize for your continuing dissatisfaction in this matter.   Sincerely,     Vicki C. Resolution Specialist   cc:       Revdex.com

July 27, 2017        Revdex.com Case #:[redacted]   Dear Mr. [redacted]   We appreciate the opportunity 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 account concerns and found the following. ·         On October 9, 2015, you opened a credit account with our store, Kay Jewelers, and financed purchases totaling $3,131.44. On April 1, 2016, a voluntary surrender of merchandise totaling $2,839.20 reduced your account balance to zero. ·         On December 10, 2016, you financed a purchase for $1,229.56. You have made a total of $540.00 in payments. ·         A credit review on July 19, 2017 caused the credit limit on your account to lower to $1,000.00 from $2,300.00 based upon your overall credit history.   As stated in section 14 of our Retail Installment Credit Agreement, which you received at the time you applied for credit, we reserve the right to raise or lower your credit limit at any time without prior notification. Regretfully, we cannot honor your request to raise your credit limit to $2,300.00 at this time.   We apologize for your dissatisfaction in this matter.   Sincerely,     Vicki C Resolution Specialist

January 24, 2017   [redacted]   Dayton OH    Dear [redacted]   We appreciate the opportunity to respond to your concerns with the service your mother received from our Dayton store. Your service concerns have been forwarded to the District Manager responsible for of the...

store involved. She will investigate and address your concerns further.   While the repair work is listed under your mother’s name only, we can confirm her time piece was sent to a watch repair shop multiple times for battery replacement and water sealing. We spoke with the store manager [redacted] who returned from vacation today. The watch arrived at our store on January 18, 2017 and a replacement watch band will be arriving this week.   We regret any appearance that our company does not care about this situation and we understand that you have been working with a case specialist in our Customer Care Department. Once the watch band has arrived, we will offer compensation to your mother for the inconvenience she has experienced.   We apologize for your dissatisfaction in this matter.   Sincerely,     Vicki C. Resolution Specialist   cc: Revdex.com

Initial Business Response /* (1000, 8, 2016/02/10) */
February 10, 2016
Dear Ms. [redacted]:
We appreciate the opportunity to respond to your concerns regarding the service from our company. We have forwarded your service complaints to the district manager over the repair shop that worked on...

your rings. She will investigate and take any needed remedial action necessary with those involved to prevent a reoccurrence.
We reviewed your complaint and found the details of your complaint to be accurate. Your wedding ring and four bands were sent to our repair shop for soldering on January 6, 2016. The repair took longer than originally quoted. According to our repair shop, there were issues with the bands that caused the delay. Our records indicate that you are currently working with a case specialist and replacements for your four bands have been special ordered in a size 5. The vendor has quoted a date of March 28, 2016 for their arrival date at the store. We would like to clarify that the bands may arrive prior to this date. If you have any questions about the status of your bands, please contact your case specialist Linzi at 1-800-[redacted] x [redacted].
We recognize the importance of your wedding rings to you and understand your frustration with not having them in your possession for so long after your recent wedding. As compensation, we are crediting your husband's 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, 10, 2016/02/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would like my (custom made?) bands and wedding ring soldered well before March 28, 2016. With a date of March 28, 2016 for arrival of the bands, I will again have to turn my wedding ring to the same repair shop that did a hack job on the first set of bands. When I turn in my wedding ring I will again not have it/them for two weeks? Also, my wedding ring is very misshapen, it is no longer round as it was when I turned it in on January 5th, 2016. The sides of my wedding ring used to be smooth, but, now it's rough on both sides, like the diamonds are not flush to the ring as they were when I turned it in on January 5, 2016. I know when my ring was at the repair shop at least one (or more?) of the stones fell out, please assure and secure my diamonds will not fall out once all of the repair and soldiering is done. Please also assure my ring will be as smooth on the sides as it was before I gave them to the repair shop. My ring is a custom design by my husband.
Crediting my husband's account for two months of payments is not enough, he would like 60% off the (total price/account) ring and bands.
Final Business Response /* (4000, 24, 2016/05/16) */
May 16, 2016
Dear Ms. [redacted]:
Thank you for contacting us again with your additional concerns. We are sorry to hear that you are still having problems with your rings and hope that the custom ring being made will resolve your issues.
We have deferred your husband's next payment of June 1, 2016 to July 1, 2016. In addition, we have credited the account one month's payment. We apologize for your continuing dissatisfaction in this matter.
Sincerely,
Vicki C.
Resolution Specialist
cc: Revdex.com
Final Consumer Response /* (4200, 26, 2016/05/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When we turned in the rings they stated it would be 6-8 weeks before the new completed rings would be ready, yesterday (5/19) made it 7 weeks. My husband talked to Susan at Jared in [redacted] where the rings are on Monday (5/16) and she stated she had no news as to whether or not the rings would be completed by week 8. I have this time been without my wedding ring for 7 weeks. There needs to be a huge discount for all of this trouble. A payment being taken off my husbands account here and there is nice BUT not enough. I am a bride without a wedding ring because of the jeweler. This ring needs to be greatly discounted for my husband. Start at at least 60% off the total price of the ring! My ring has been with the jeweler 75 percent of the time since I have gotten married.

July 24, 2017     [redacted]   Revdex.com Case #:[redacted]   Dear Mr. [redacted]   We appreciate the opportunity to respond to your concerns regarding your credit account and the service you received from our company. We...

located the credit account to which you refer in your complaint, and we confirmed that the name on our account is associated with the name under which you submitted your complaint.   We investigated your account concerns and found the following. ·         On April 2, 2016, you opened a credit account with our store, Kay Jewelers. From that day to May 18, 2017, you financed purchases totaling $1,513.91. ·         Your monthly minimum payments of $70.00 are due by the first of each month.   We have attached a payment history and account statements from April 2017 to present for your records. During the time period mentioned in your complaint, you made a partial payment of $35.00 on April 19, 2017. Your May statement shows you owed $70.00 by June 1, 2017. No payment was made. Your June statement shows you owe a minimum payment of $70.00 by July 1, 2017 and a past due amount of $**.60. We received a $35.00 payment on June 16, 2017 but it was NSF.   Due to your missed May and June payments, a credit review occurred and your account was closed due to your overall credit performance on July 7, 2017. As stated in section 14 of our Retail Installment Credit Agreement, which you received at the time you applied for credit, we reserve the right to close a credit account at any time without prior notification.   It is not our procedure to reopen an account closed unless an error has occurred which caused the closure. Because no error occurred, we cannot reopen your credit account.   We apologize for your dissatisfaction in this matter.   Sincerely,     Vicki C Resolution Specialist

Initial Business Response /* (1000, 5, 2015/08/25) */
August 25, 2015
[redacted]
[redacted]
Dear Ms. [redacted]:
Thank you for contacting us regarding your experience at the Eastgate 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 and take any needed remedial action with the associate involved and ensure credit applications are presented appropriately.
We have closed the account and 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 frustration in this matter.
Sincerely,
Vicki C[redacted]
Resolution Specialist
cc: Revdex.com

Initial Business Response /* (1000, 10, 2015/08/04) */
see attached response
August 4, 2015
Brian B[redacted]
[redacted]
[redacted]
Dear Mr. B[redacted]:
Thank you for allowing us the opportunity to respond to your concerns regarding the sapphire ring you purchased on March 5,...

2015.
We would first like to clarify that we do not accept the opinion of other jewelers regarding quality of our merchandise or repair work. As our competitors, their opinions may be biased against us in order to establish a future business relationship with you.
We have attached two photographs of the ring. The first photograph occurred on March 5, 2015 when the ring was sized at our repair shop to a size 10. The second photograph shows the condition on the ring when it was sent to our repair shop on July 25, 2015 for evaluation. According to our jeweler who evaluated the ring, there were no findings of a manufacturer's defect, such as porosity or poor casting, which would have contributed to the damage that occurred.
Our records indicate that on July 29, 2015, you agreed to have the ring repaired by our company for $75.00 and you purchased the Extended Service Plan to cover future repairs that occur during normal wear and tear. Thank you for your patronage with our company.
We apologize for your dissatisfaction in this matter.
Sincerely,
Vicki C[redacted]
Resolution Specialist

Initial Business Response /* (1000, 5, 2015/07/01) */
July 1, 2015
Dear Mr. [redacted]:
We appreciate the opportunity to respond to your concerns regarding the service you received at our [redacted] store. 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 complaint and learned that after your ring was sent to our repair shop to have the prong repaired; one of our jewelers noted what is either a chip or a natural inclusion on the girdle of your diamond. A former store associate from the [redacted] store contacted you before getting further information from the repair shop and told you that your diamond was cracked. We regret the distress that this incorrect information caused you. It is our procedure for our store associates to have all the facts before contacting our guests with issues when they occur.
According to Sherry who met with you in the store and showed you your diamond under magnification, the mark noticed by the jeweler is likely an inclusion since it has not erupted through the surface. However, your diamond is under warranty and we can send your ring to the home office repair shop to evaluation. If the diamond is damaged, it will be replaced free of charged under your warranty.
We recognize the importance of your wedding jewelry to you and understand your frustration in this matter. You can take you ring to any of our Kay Jewelers stores to be sent to the home office if you prefer not to return to the [redacted] location. Please take a copy of this letter with you to the store of your choice. If the store associates of the store you visit have any questions, please ask them to call the Customer Care Department with file number [redacted] for assistance.
We apologize for your dissatisfaction in this matter.
Sincerely,
Vicki C.
Resolution Specialist
cc: Revdex.com

Initial Business Response /* (1000, 5, 2015/09/24) */
September 24, 2015
[redacted]
[redacted]
Dear [redacted]:
We appreciate the opportunity to respond to your concerns regarding your credit account and the service you received from our Greenwood 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 policy to clearly explain our credit application process, including the fact that a hard inquiry is recorded in association with the process. We have addressed your concerns with the district manager of the store. She will investigate further and take any needed remedial action with the associate involved to ensure the correct information is provided regarding inquiries in accordance with our policy.
We disclose on our credit application that we will obtain a consumer report and it is an industry standard to access a consumer's credit file before establishing an account. Hard inquiries are recorded when consumers apply for an extension of credit to obtain goods or services. Your intent to establish a credit account with us is not in dispute and, as such, a corresponding inquiry was made in order to create your new account.
According to our records, you voluntarily surrendered the ring on September 11, 2015 which has reduced your account balance to zero. Because the credit account was established and utilized for five months, we are unable to remove the reporting of the account from the credit bureaus. In addition closing the account may have a negative impact on your credit. Since it was a high balance it may positively impact your utilization ratio, one of many factors that can contribute to your overall credit score.
We apologize for your frustration in this situation and hope the information provided helps to clarify the matter.
Sincerely,
Vicki C[redacted]
Resolution Specialist
cc: Revdex.com
Initial Consumer Rebuttal /* (2000, 7, 2015/09/25) */
(The consumer indicated he/she ACCEPTED the response from the business.)
When the gentleman talked to me I asked by surrendering the ring would it hurt my credit and he told me no. I will accept this because it helps my situation and I will be able to buy a home. But it seems like the practice at your company is to tell the customer what they want to hear not the TRUTH.
Thanks,
[redacted]

April 17, 2017     [redacted]   Re: Revdex.com ID # [redacted]   Dear Ms. [redacted]   We appreciate the opportunity to respond to your concerns regarding your bracelet and the service you received at our store. Your service concerns have been...

forwarded to the District Manager responsible for the Broward store. She will investigate and address your concerns further with those involved.   We have reviewed your concerns and found the details of your complaint to be accurate. According to our records, the Customer Care representative you have been working is assisting you with a replacement bracelet as you have requested. A bracelet has been special ordered and a second bracelet is being shipped from another store for you to see.   We apologize for your frustration and any inconvenience your experienced in this matter.   Sincerely,     Vicki C Resolution Specialist   cc:       Revdex.com

Initial Business Response /* (1000, 10, 2015/11/13) */
November 13, 2015
Dear Ms. [redacted]:
We appreciate the opportunity to respond to your concerns regarding your 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 May 30, 2014, you opened a credit account with our store, Kay Jewelers. On February 14, 2015, you financed a purchase for $114.89. You paid off the balance on March 23, 2015.
" On April 24, 2015, you opened a layaway at the [redacted] store for an Open Heart necklace for $199.81. You made a $20.00 deposit on the layaway.
" On May 2, 2015, the layaway was canceled. The Open Heart necklace and a blue and white diamond fashion pendent were sold at new sale pricing with a $50.00 off promotional card. The $20.00 deposit was used as a down payment and the remaining $63.66 was financed on a regular interest-bearing plan on your credit account. Please see attached receipts including the signed credit draft showing the financed amount.
We would like to clarify that we do attempt to contact our guests when payments are missed in an effort to resolve any issues they may be experiencing and explore options together. Our records indicate that we made multiple attempts to contact you by phone through the month of July and August.
On August 23, 2015, you spoke with a representative in our Recovery Department who agreed to remove the late fees on the account if you made a payment for the $66.51 balance, which you did make. While we cannot access the call recording, it is not our company's procedure to offer to change our reporting of credit history to the credit bureaus unless an error is located. There is no indication in the representative's written documentation that a receipt was mentioned to show the amount was previously paid. However, because we cannot access the call recording, we cannot confirm or deny if this was discussed. Typically, if one of our guests state they have proof of payment, we request it to be faxed to us for review and it is kept on file for documentation purposes.
We are obligated by the Fair Credit Reporting Act to accurately report your account history with us to all credit bureaus; adverse information such as nonpayment may report for up to seven years from the last date of delinquency. 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 can locate the receipt, you state shows the payment in full of the necklaces, we would be happy to reconsider our decision.
We apologize for dissatisfaction in this matter.
Sincerely,
Vicki C.
Resolution Specialist
cc: Revdex.com
Initial Consumer Rebuttal /* (3000, 12, 2015/11/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am tired of fighting this. I just hope that maybe someone out there reads this and just maybe considers changing the way this company does business. I'm a hard-working woman who has been struggling to get my credit built up since my divorce. I have never once been late on a single payment because I always use cash to instantly pay off the balance-no matter what it is i've purchased. I guess its just frustrating that because of an error on Kay's side I'm being forced to take the hit. But I guess thats how it goes. Just realize Kay that you have lost a customer and I will tell everyone I know about how I was treated.
Thank you to the Revdex.com for at least giving me a chance to file my concern.

Initial Business Response /* (1000, 5, 2015/10/27) */
October 27, 2015
Dear Ms. [redacted]:
Thank you for contacting us with your concerns regarding the quality of your earrings.
We were unable to locate the purchase of your earrings with the information you provided or your purchase for...

earring backs. In order to investigate your complaint fully, we would need the name of the purchaser to locate the information on your diamond earrings. In addition, please attach a copy of the appraisals you stated you received so that we can respond to your assertion. We would like to clarify that an appraisal is different from the price a jeweler will give to purchase your jewelry from you. We have no control over the prices jewelry resellers offer.
Thank you for your assistance.
Sincerely,
Vicki C.
Resolution Specialist
cc: Revdex.com

June 8, 2017     [redacted]   Re: Revdex.com ID # [redacted]   Dear Ms. [redacted]   We appreciate the opportunity to respond to your concerns regarding the return of gold shavings after warranty repairs. We would like to assure you that we follow...

all federal and local laws in the areas we do business.   We use the gold shavings left over from repair work to off-set the cost to our company for providing free repairs under our service plan. Many repairs involve adding gold to jewelry and we do not charge for this under our service plan. Our guests who pay for repair work can request the return of gold shavings prior to having their jewelry worked on.   According to our records, we have offered to return the gold shaving removed from the sizing of your ring as a one-time customer service.   We apologize for your dissatisfaction in this matter.   Sincerely,     Vicki C Resolution Specialist   cc:       Revdex.com

Initial Business Response /* (1000, 5, 2015/06/09) */
June 9, 2015
Dear Ms. [redacted]:
We appreciate the opportunity to respond to your request for a refund. We offer a thirty day return period. Our policy is printed on the receipt and posted on signs in our store.
While we sympathize...

with you regarding your current situation, we do not make exceptions to our return policy for personal reasons.
We have closed your account as requested and apologize for your dissatisfaction in this matter.
Sincerely,
[redacted]
Resolution Specialist
cc: Revdex.com
Initial Consumer Rebuttal /* (3000, 7, 2015/06/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The return was only 5 days past 30 days, given my extensive account and years as a customer I find this poor business ethic. Due to the fact that the item was never used, new in the box, you did not even look at the time and give any resolution. This is pure greed at the expense of a loyal customer, in which I will be sure to tell many others about this experience and your over priced items.
Final Business Response /* (4000, 9, 2015/06/11) */
June 11, 2015
Dear Ms. [redacted]:
Thank you for contacting us again with your concerns regarding our refund policy. We would like to clarify that we have made exceptions to thirty day policy in the past when merchandise quality issues could not be resolved within the return policy. We do not consider the length of time past the refund policy, personal circumstances, or the amount of past purchases our guests have made as part of the decision for an exception to our return policy.
We apologize for your continuing dissatisfaction in this matter.
Sincerely,
[redacted]
Resolution Specialist
cc: Revdex.com

December 28, 2017   Dear Mr. [redacted]   Re: Revdex.com Case # [redacted]   We appreciate the opportunity to respond to your concerns regarding the service you received at our Fairfax, VA store.   We investigated your complaint and found the following. ...

·         We located a layaway account that was opened and later canceled under your first and middle name. ·         We located a credit prequalification that was submitted under your first and last name.   Neither of our credit service providers have an account under the names you provided. If you do receive a letter from one of our service providers regarding a credit application that was submitted with the wrong name, please send us a copy and we will request that the incorrect information be removed.   We have forwarded your service concerns to the district manager over this store. They will address your concerns further with the team members involved.   We apologize for your dissatisfaction in this matter.   Sincerely,     [redacted] Resolution Specialist

March 15, 2017  [redacted]2705 West Country Rd. 42 Apt #340Burnsville MN 55306 Dear Mr. [redacted] Thank you for contacting us again with your request to work out a trade-in. We have forwarded your contact information with the district manager Toni White. Our district managers handle discounting and can work with you on prices of merchandise. She or a store manager under her direction will contact you. We would like to clarify that our trade-in program is for diamond jewelry only and credit would not be available for gemstone items.   As previously stated, due to the lack of any repairs since a stone tightening in November, we would need to have the rings evaluated by a jeweler to determine their current condition for replacement or exchange as you have requested. If you could like to meet with the district manager personally for the evaluation instead, you can also request that once she contacts you.  We apologize for your continuing dissatisfaction in this matter. Sincerely,  Vicki CResolution Specialist cc:       Revdex.com

Initial Business Response /* (1000, 5, 2015/09/24) */
September 24, 2015
[redacted]
[redacted]
Dear Ms. [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 that Mr. [redacted] and you opened a joint credit account with our store Kay Jewelers on March 18, 2018 with a financed purchase of $1,892.36. In addition, you purchased Payment Protection Plan (PPP), optional credit insurance administered by Assurant Solutions. Types of coverage vary by state. However, this insurance may be beneficial in your circumstances. To submit a claim, please visit [redacted] or call Assurant Monday through Friday at [redacted] between 10am and 5pm.
We would like to clarify that your account has a minimum monthly payment of $115.00 due on or before October 2nd. The additional $110.00 is a past due amount. If you wish to bring the account to current status, your payment amount would be $225.00. However, you will not fall further in delinquency if the $115.00 amount is made.
While we sympathize with you on your loss, you are still responsible to pay for the merchandise that you agreed to finance with our company. Therefore, we would not be able to clear your account balance as requested. If you are unable to surrender the merchandise, we have hardship programs for which you may qualify that could reduce your payment amount and interest rate. Please call [redacted] for assistance.
We apologize for your frustration in this situation.
Sincerely,
Vicki C[redacted]
Resolution Specialist
cc: Revdex.com
Initial Consumer Rebuttal /* (3000, 7, 2015/09/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Ms. C[redacted],
I do not agree with the response. I clarified that I could not make the payment due to the fact that my other income is gone. I do not have a job either. I will only accept the debt being cleared.
Best,
[redacted]
Final Business Response /* (4000, 9, 2015/09/30) */
September 30, 2015
[redacted]
[redacted]
Dear Ms. [redacted]:
Thank you for contacting us again with your credit account concerns. We do not clear credit balances in circumstances due to an inability to pay. If you are unable to voluntarily surrender the merchandise that you contractually agreed with our company to pay or do not wish to utilize the Payment Protection Plan credit insurance on the account, you may want to consider returning the Extended Service Plans on the items. The plans can be returned for up to five years from the date of purchase as stated in the plan brochures. Please take your receipt to the nearest store for assistance. To clarify you would still be responsible for the remaining balance of the account.
We apologize for your continuing dissatisfaction this matter.
Sincerely,
Vicki C[redacted]
Resolution Specialist
cc: Revdex.com
Final Consumer Response /* (4200, 11, 2015/10/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this offer because I have said I tried surrendering my ring not once, but twice. To me that's unforgivable. I stand by what I said in the first statement. I just want it cleared.

I am rejecting this response because:This does not address  any of the rude sales tactics used, does not address that my payment is due in May when I told them multiple times that I did not want anything due until  June and the district manager has yet to call me.

Initial Business Response /* (1000, 6, 2015/10/19) */
October 19, 2015
Dear Ms. [redacted]:
We appreciate the opportunity to respond to your concerns regarding your wedding rings. We would first like to clarify the difference between our Diamond Guarantee and Extended Service Plan.
" Our...

Diamond Guarantee is a complimentary warranty we give all our customers who purchase jewelry with diamonds. This warranty replaces the diamonds if they become chipped or missing from the mounting and requires documented inspections every six months to remain valid. The purpose of the inspections is to prevent the loss of a diamond, which is to our mutual benefit. If the inspections are not completed, the Guarantee becomes null and void. This information is printed in the Diamond Guarantee brochure you received at the time of purchase along with a calendar explaining when the inspections should take place.
" The Extended Service Plan (ESP) covers 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 ESP is based on the amount of your jewelry purchase.
We investigated your concerns and found the following.
" In March 2013, your engagement ring was purchased and sized to 5.5 in April 2013.
" In September 2014, your enhancer was purchased. Both rings were sent to the Design and Service Center to be sized to a 5 and rhodium plated.
" In October 2014, we sent your rings to the Design and Service Center to be soldered together and to replace a black diamond. When the rings were returned to the store on October 21, 2014, they were sent back to have a diamond tightened.
" On November 25, 2014, we sent your rings to the Design and Service Center to replace a black diamond, solder the rings together, and tighten all stones.
We recognize the sentimental value of your wedding jewelry and understand how distressful it is for your center diamond to be missing. As you have explained in your complaint, one of the prongs has bent which is likely the reason the stone is missing. Please understand that gold is a soft metal and prongs can bend when they catch or snag on things during normal wear. You would not necessarily notice this occurring. Based upon your repair history, the current issue with the bent prong appears to be separate from what occurred in 2014. Therefore, we would not compensate you $2,500.00 for what has occurred.
If you would like our company to replace your diamond, please bring your ring to any of our stores for assistance. While we do not have an inspection for your ring dated within the last six months, we understand that you told our Customer Care Department that you may have documentation this occurred. Please bring this with you to the store. If you do not have documentation, we can replace the diamond for half off. Once you replace the diamond through our company, your Diamond Guarantee will be reinstated.
We apologize for your dissatisfaction in this matter.
Sincerely,
Vicki C.
Resolution Specialist
Initial Consumer Rebuttal /* (3000, 8, 2015/10/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As I stated on the 17th
"After speaking with a representative on the phone from the main offices AND going into a store here, there has still been nothing done. I had gotten my ring inspected last in May 2015, the worker there apparently did not give me the paperwork showing it was inspected. I talked to a worker at the [redacted] mall location and was told that since I do not have the paper the best they could do is have me pay half of the price. How is it my fault that their worker did not do thir job and give me the paper? I had handed them the whole envelope with all my paperwork in it when it was inspected, I apparently wrongly assumed that they put the paper in there afterwords. I did not realize I had to babysit their workers to make sure they did their job. They then said that they probably treated it as just a ring cleaning-even though I watched them inspect the ring-and that was "if that even happened" insinuating that I was lying. Your [redacted] mall worker was very rude about the situation (not sure if she was a manager-I sure hope not)."
Again, the last time I had it inspected was in May of 2015. The next time it was to be inspected was November 2015. Your workers apparently did not give me the paperwork in May when they gave me back the envelope with all my paperwork in it. Each time I go in I hand them the entire envelope and the ring to be inspected. I did not think to check the envelope until this occurred and saw that the paper was not in there. I did not realize I had to make sure your workers gave me the paperwork for the inspection as it is part of their job.
But, for your company to pin the blame on me is ridiculous. We spent over $4,000 on this ring and have spent several hundred more on other jewelry from your company. We had to send this ring out several times to be fixed-one time directly back to back because your jewelers did not do what was asked-and it has been a nightmare. Now you're "offer" is for me to spend MORE money to fix YOUR stores incompetence for not giving me the paperwork for an inspection? After all the crud that has happened with this ring, do you really think I would miss an inspection?? Come on now.
Final Business Response /* (4000, 10, 2015/10/27) */
October 27, 2015
Dear Ms. [redacted]:
Thank you for contacting us with additional information regarding the diamond replacement in your wedding jewelry. Our store team members are trained to document all inspections. We have forwarded your service complaints about the Wilton Mall store to the district manager. She will investigate further and take any needed remedial action needed with those involved.
Without documentation, we are unable to confirm that your inspections took place on time as required by the Diamond Guarantee. While it is not your responsibility to ensure our store team members do their job, it is the responsibility of our guests to leave the store with all of their paperwork.
Even though we have no documentation of an inspection in the last six months and your Diamond Guarantee is void, we are offering half off the replacement diamond as a customer service.
We apologize for your continuing dissatisfaction in this matter.
Sincerely,
Vicki C.
Resolution Specialist
Final Consumer Response /* (4200, 12, 2015/11/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am not spending any more money on this ring. We already spent over $4,000 and have had to be without the ring for months for different diamonds to be replaced and work to be done on it. We paid the extra for the protection on the ring which I kept up on. For your company to expect me to pay more money when your store messed up on giving me the paperwork is beyond ridiculous.
The fact that you stated "While it is not your responsibility to ensure our store team members do their job, it is the responsibility of our guests to leave the store with all of their paperwork." is laughable. So basically, yes it is the customers responsibility to make sure the store workers do their job.