Signet Jewelers

I am rejecting this response because:I need to know what my monthly payment is because I know it not $240.00.

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.

Tell us why here... December 20, 2017 Re: Revdex.com complaint #[redacted]  Dear [redacted]: Thank you for contacting us again regarding your concerns regarding your credit account.  As previously stated, we have confirmed with our Customer Care department that the transactions were processed properly and that all merchandise was credited back to your account.   We are providing a copy of the associated sales slips, corresponding billing statements sent to you regarding the purchases and returns, and account history. We consider this matter closed. We apologize for your continued dissatisfaction in this matter.                                            ...⇄ Sincerely,  Shawn CResolution Specialist

August 16, 2016Dear Ms. [redacted]:We appreciate the opportunity to respond to your concerns with the repair of your bracelet. We have forwarded your service concerns to the district manager over the repair shop. He will investigate further and take the remedial action needed with those involved to...

prevent a reoccurrence. According to our records, your bracelet was determined to be un-repairable and a replacement is warranted. Please stop by our store at your convenience if you have not yet received the replacement bracelet. As compensation, we have mailed a $50.00 gift card that you may use in our store or online. We apologize for your dissatisfaction in this matter. Sincerely,Vicki C.Resolution Specialistcc: Revdex.com

Initial Business Response /* (1000, 10, 2015/10/14) */
October 14, 2015
Dear Mr. [redacted]:
We appreciate the opportunity to respond to your concerns with your wife's wedding ring and the service you received from the Shoppes at [redacted] store and the Customer Care Department. We have...

forwarded your service complaints to the district manager over the store and the supervisor of the Customer Care Representatives involved. They will investigate and take any remedial action needed with those involved in order to prevent a reoccurrence.
We reviewed your complaint about your wife's wedding ring and found the following.
" On December 18, 2005, you purchased an engagement ring, wedding band, and a men's wedding band.
" We reviewed the past repair history of your wife's wedding rings.
o In 2008, the rings were sized and soldered together.
o In 2009, the wedding set was rhodium plated.
o In 2013, we located the repair you referred to in your complaint. We sent the wedding set to our Design and Service Center to have diamonds tightened and the rings rhodium plated. It was returned to the shop twice for rework for loose baguettes and a scratch on the mounting.
" On June 20, 2015, we sent the wedding set to our Design and Service Center to re-tip prongs, rhodium plate, and tighten stones. Our records indicate the work was completed and the set was picked up on July 9, 2015.
" On August 19, 2015, we sent the wedding set to our Design and Service Center to rebuild one of the channels. Our jeweler suggested that the rings be sent to the home office repair shop because the engagement ring's channel was beyond their ability to repair. At this time, we offered to exchange the engagement ring at the purchase price plus the trade-in value.
" During your conversations with the Customer Care Department in September, it was decided to send the wedding set to the home office repair shop for repair. Unfortunately, they determined that they were not able to repair the channels either.
We recognize the sentimental value of your wife's wedding set to you and your wife and understand your distress that such special jewelry cannot be repaired. According to our records, the Customer Care Department has agreed to an even exchange of the engagement for a different ring that you have select, which meets your request to have at least the same diamond carat weight as your original ring. In addition, we have agreed to an exchange of the wedding band. However, since there were no issues with the band, you would be responsible for the price difference between the two bands.
We apologize for the frustration and inconvenience you have experienced in this matter.
Sincerely,
Vicki C.
Resolution Specialist
Initial Consumer Rebuttal /* (3000, 12, 2015/10/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They are offering the same price and karat weight not just karat weight so unable to find a ring with both parameters
Final Business Response /* (4000, 18, 2015/10/26) */
October 26, 2015
Dear Mr. [redacted]:
Thank you for contacting us again. The ring we referred to in our previous response is a ring your wife selected on October 13, 2015. We special ordered the ring in and the exchange was processed on October 25, 2015.
We apologize for your continuing dissatisfaction in this matter.
Sincerely,
Vicki C.
Resolution Specialist
Final Consumer Response /* (2000, 20, 2015/10/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)

August 19, 2016    Dear Ms. [redacted]:   Thank you for contacting us again with your concerns about your rings. We would like to clarify that we are required to respond to your rebuttal after a certain period of time. We have confirmed with the Guest Relations representative you are working with that the rings will be delivered to the store in September.   We apologize for your continuing frustration and the inconvenience you have experienced in this matter.   Sincerely,     Vicki C. Resolution Specialist   cc:       Revdex.com

April 17, 2017     [redacted]   Re: Revdex.com ID [redacted]   Dear Ms. [redacted]   We appreciate the opportunity to respond to your concerns regarding the repair work on your wedding jewelry. Your service concerns have been forwarded to the District...

Manager responsible for the repair shop. She will investigate and address your concerns further with those involved.   We have reviewed your repair history and found the details of your complaint to be accurate. According to our records, the Customer Care representative you have been working with arranged a return. On April 13, 2017 the engagement ring, enhancer, and Extended Service Plans, the return took place.   We apologize for your frustration and any inconvenience your experienced in this matter.   Sincerely,     Vicki C Resolution Specialist   cc:       Revdex.com

July 17, 2017Re: Revdex.com ID # [redacted]Dear Mr. [redacted]:We appreciate the opportunity to respond to your concerns regarding the engagement ring you purchased and the service you received from our store. We have forwarded your service concerns to the district manager over the Wellington Mall store. She...

will investigate and address your concerns with those involved. We understand from your calls to our company that you had a friend who is a diamond trader look at your ring because you were having issues with a prong and that they gave information about the ring that did not match what you believed you had purchased. Unfortunately, due to the length of time since the purchase on November 22, 2015, we cannot confirm what was discussed during the sale presentation. Please understand that we are unable to accommodate your request for a refund. While there is no evidence to support your allegations, our Customer Care Department has offered you an exchange at the purchase price of your engagement ring toward another ring with a higher clarity rating. We thank you for your patronage with our company. Sincerely,Vicki CResolution Specialistcc: Revdex.com

February 16, 2017   [redacted] NJ 08810   Dear Ms. Mistretta:   We appreciate the opportunity to respond to your concerns regarding your online purchases and 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 reviewed your complaint and found the following. ·         On November 30, 2016, you placed an online order for a LeVian morganite ring. This purchase qualified for a $100.00 LeVian holiday discount. o   The order shipped on December 1, 2016. However, UPS reported on December 3, 2016, a delay in delivery due to a late UPS trailer. The package was delivered on December 7, 2016. o   You returned the order at the Freehold store on December 10, 2016 for a full refund. We have forward the information that you had service issues during the return to the district manager over the store. He will investigate and ·         On December 1, 2016, you placed an online order for two items. It appears in your complaint that you are stating you did not received these items in December. Please contact the Customer Care Department at 1-800-527-8229 if this is true so that our company can place a dispute with UPS to investigate. o   The Pandora piece shipped on December 1, 2016. Unfortunately, as shown on the UPS tracking, the same delay as reported above delayed this order until it could be delivered on December 7, 2016. o   The Coach watch shipped on December 2, 2016. A $100.00 discount was used on this purchase. This package was also delayed for the reason shown above and delivered on December 7, 2016.   Regarding your payment amount, your minimum monthly payment is calculated by your account balance. Because you have made additional purchases and increased your financed balance, your payment amount increased. As explained in the Retail Installment Credit Agreement in section 6, a regular account balance of $500.01 to $750.00 has a payment amount of 9% rounded to the nearest $5.00 which is $65.00 in this case. Currently, we are unable to reduce your payment amount. However, when your balance is reduced in the future, this will change.   Thank you for your continuing patronage with our company. As a gesture of good will, we are mailing a $100.00 Jared gift card to you that you can use toward a purchase online or in one of our stores. We apologize for your frustration and the inconvenience you have experienced in this matter.   Sincerely,     Vicki Copus Resolution Specialist   cc:       Revdex.com

March 5, 2017     [redacted] Burnsville MN 55306   Dear Mr. [redacted]   We appreciate the opportunity to respond to your concerns regarding the quality of your wedding set. We investigated your complaint and found the following. ...

·         On June 1, 2013, you purchased an engagement ring and enhancer. The rings were sent to our repair shop to size to 8.25 and replace the diamonds in the enhancer with gemstones, and solder the rings together. The work was completed and picked up on June 15, 2013. ·         On February 11, 2015, the wedding ring set was sent to the repair shop. The job notes request the head of the ring to be replaced. The work was done and the rings were picked up on March 7, 2015. ·         On June 13, 2015, the wedding set was sent to the repair shop to replace a citrine. The work was done and the ring set was picked up on July 11, 2015. ·         In March 2016, you submitted a Revdex.com complaint, case 90080896, regarding your dissatisfaction with your wedding set. As a result of this complaint, our company replaced a missing topaz and a damaged amethyst free of charge which are not covered under your warranty as a customer service. ·         On November 1, 2016, your wedding set was sent to the repair shop to tighten one stone and rhodium plate the rings. The work was completed and you picked up the rings on November 14, 2016. ·         We have no further record of repairs.   As shown from the repairs listed above, we do not have a record of a wedding set that is progressively falling apart as you have alleged. If you have other repairs not mentioned above, please provide the dates and the name listed on the repair and we will research further.   We appreciate the importance of your wedding rings to you and understand your frustration that repairs are needed from time to time. Currently, we would require you to send your wedding set out to our repair shop if repair work is needed. You have purchased the Extended Service Plan on the rings. If our jewelers determine that the rings are un-repairable or have a merchandise quality issues, they can recommend that the rings be replaced or exchanged if needed. Without their recommendation that the wedding set is compromised, we would not be able to honor your request for a replacement or upgrade.   We apologize for your dissatisfaction in this matter.   Sincerely,     Vicki C Resolution Specialist   cc:       Revdex.com

I am rejecting this response because:
This facts are inaccurate and I was never informed of anyway to pay a bill besides transferred to the internet department. I made my purchase in Delaware and live in New Jersey nearly 2 hours from this location. By law you are required to report accurate information to the credit bureau's and also own flaws within your business. Clearly, you have flawed internet account access problem that you are attempting to ignore. Calls into your internet support team were made several times and no resolution were made besides informing me to wait until a password was sent via email which never have. Please provide call recordings that prove I was given and direction to pay anyway besides being transferred to your internet support team.

January 11, 2018     [redacted]   Dear Mr. [redacted]:   Due to pending litigation, and upon direction from our legal counsel, we are unable to discuss the details of this complaint.   Sincerely,   [redacted] Resolution Specialist  ...

cc:       Revdex.com

Initial Business Response /* (1000, 11, 2016/07/12) */
July 12, 2016
Dear Mr. [redacted]:
We appreciate the opportunity to respond to your concerns with the service you received from our [redacted] Outlet store. We have forwarded your service complaints to the district manager over the...

store. She will investigate and take the remedial action needed to prevent a reoccurrence.
We reviewed your concerns with the payment made on your account and found errors did occur. We have reduced your remaining account balance of $116.39 to zero as you were promised.
We apologize for your frustration and any inconvenience you experienced in this matter.
Sincerely,
Vicki C.
Resolution Specialist
cc: Revdex.com
Initial Consumer Rebuttal /* (2000, 13, 2016/07/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)

(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for the reply Vicki
I understand there's a $50 gift card for your store is waiting on me at the store but that doesn't resolve the issue which is that I still have not received my necklace in over a month and I can't return it! Can I ask you how long has that $50 gift card been sitting there waiting for me to pick it up along with a necklace that has yet to arrive?
I also understand the personal merchandise cannot be returned you guys me that perfectly clear after this chain broke, you have also made it perfectly clear that it is not your responsibility it is the vendors responsibility but I bought it from your website. Please explain that. It is July 6, 2016 and this is been going on since what May 28th guys have taken more than a month to fix and or replace a chain. My husband bought a warranty he spent 400 and something dollars on this necklace that you got for me for Mother's Day. It is July 6, 2016 and I have yet to hear where this freaking thing is more than a couple of days before it broke. Also the chain is not personalized just the pendant so why you guys able to fix this in the store back up the warranty on that or at least back up the product? At [redacted] they have tried to help me but apparently when they called and when I called nobody was able to send out the item. They are just as in the dark as I am that's why didn't file a complaint on the Revdex.com with them. So you got a store and a customer complaint in the dark and what you guys want to do to make this all better after taking well over a month and me still to this day not receiving my chain think a $50 gift card to your store is sufficient enough to shut me up. the lady on the phone didn't even offer that until I said I did not want to shop at Jared anymore and my husband and I have spent thousands and thousands of dollars at your store. All you guys had to do was fix the chain but know what was I told him going to happen you guys were going to have the vender whom is not you remake the whole pendant and everything. That does not make sense to me that I have to return my pendants and my chain for them to hand me a new pendants which is in scribes and my name but I cannot return this one and you guys cannot figure out what the heck you're doing to get me a new one!
I apologize if theirs comes off mean I am very upset that I even have to deal with it and I know it's not your fault I am just extremely tired of this whole ordeal.

March 3, 2017   [redacted] Arvada CO 80004   Dear Mr. [redacted]   We appreciate the opportunity to respond to your concerns regarding the service you received at our Westminster 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 spoke with the management team at the store regarding your dissatisfaction with the custom band. According to what we learned, you are satisfied with the band. However, a stock band purchased on November 29, 2012 was soldered to your wedding rings and this caused issues with the set. Unfortunately, this stock band cannot be fitted back with the set.   According to the district manager and Joann at our Westminster store, we have offered the following options. ·         A refund for the band purchased on November 29, 2012. ·         An exchange for the band toward another stock band. ·         Apply the $899.99 purchase price of the band toward a custom remake to fit your wedding rings. Please understand that we are not able to custom make this ring for $899.99 and you would be responsible for any additional amount above $899.99.   We appreciate the importance of your wedding rings to you and understand your distress that they do not fit together as you originally wanted. As compensation, we are mailing a $250.00 Jared gift card to you. You can use this as an additional credit toward the exchange for a different stock band or custom or as a credit on your Jared account.   We apologize for your frustration and any inconvenience you experienced in this matter.    Sincerely,     Vicki C. Resolution Specialist   cc: Revdex.com

Initial Business Response /* (1000, 5, 2015/12/01) */
December 1, 2015
Dear Ms. [redacted]:
We appreciate the opportunity to respond to your concerns regarding the repair work and service you received from our [redacted] store. We have forwarded your complaint to the district manager over the...

store. She will investigate and take any needed remedial action with those involved in order to prevent a reoccurrence.
We investigated your concerns with the repair work and found that the information you have provided is accurate. We have a six-month repair warranty on all repairs we perform against poor workmanship or material defect. Regretfully, your repair work and receipt were under the last name [redacted] in our system, which is why our store team members could not find your information when you visited our store.
We apologize for the frustration and inconvenience that this caused you. As you have requested, we will reimburse you for the expense you incurred with the other jeweler and the $59.35 charge you paid to our company for the repair work. While we understand you showed your receipt to the store associates, we will need a copy of your receipt stating what work was completed. You may either fax a copy to [redacted] or attach a copy to your Revdex.com complaint in order to confirm the complete amount of reimbursement.
Sincerely,
Vicki C.
Resolution Specialist
cc: Revdex.com
Initial Consumer Rebuttal /* (2000, 7, 2015/12/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/12/09) */
December 9, 2015
Dear Mrs. [redacted]:
We appreciate the opportunity to respond to your concerns regarding your engagement ring and the service you received from our [redacted] store. We have forwarded your service concerns to the district...

manager of the store. She will investigate further and take any needed remedial action with those involved to prevent a reoccurrence.
We would like to clarify that the 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. However, 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 the length of time this takes was not properly explained to you by our store team members.
We recognize the importance of your wedding jewelry and understand your distress with the problems that have occurred and the length of time it would take to have your engagement ring repaired. According to our records, our Customer Care Department arranged an exchange that took place on December 5, 2015, which is beyond our normal exchange period for a different style ring with a princess cut diamond.
We apologize for your dissatisfaction and any inconvenience you have experienced in this situation.
Sincerely,
Vicki C.
Resolution Specialist
cc: Revdex.com
Initial Consumer Rebuttal /* (2000, 7, 2015/12/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
The manager of the facility has reconciled the situation. I appreciate the timely manor he did this in. There is no longer any issues with this complaint.

October 11, 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 the name on our account is associated with the name under which you submitted your...

complaint.   We would first like to clarify that the 12 Month No Interest Plan we offer does require monthly payments of 1/12 of the qualifying purchase. This information is provided in the Retailers Installment Credit Agreement you received when you opened the credit account. In addition, your monthly payment amount is printed on our receipts.   We research your complaint and found the following. ·         On May 23, 2015, Mr. [redacted] opened a credit account with our store Kay Jewelers. ·         On June 18, 2016, Mr. [redacted] financed a purchase for $961.93. The 20% down payment to convert the purchase to our 12 Month Plan reduced your financed balance to $761.93. ·         The minimum monthly payment of $65.00 was due on or before the 13th of each month. ·         On September 19, 2016, the account was closed for non-payment. ·         On September 24, 2016, Mr. [redacted] gave us permission to speak with you about the account and scheduled a payment for September 30, 2016 with our Recovery Department. You alleged that the store associate told you no payment was due for 12 months. ·         On September 26, 2016, a representative from our Customer Care Department contacted you regarding your Twitter post about the situation. During this conversation, you stated that you had received statements showing $65.00 payment due by August 13, 2016 and then on September 13, 2016 but had ignored them. As a customer service, the representative removed the $25.00 late fee from the account.   According to store management, the store team member who assisted with the purchase is a tenured employee and is aware that monthly payments are still required on our 12 Month No Interest Plan. Nonetheless, we have forwarded your service complaint to the district manager over the store for review.   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 accurate. Therefore, we are unable to honor your request to change its reporting or remove the remaining past due balance as you have requested.   We apologize for your dissatisfaction in this matter.     Sincerely,     Vicki C. Resolution Specialist