Signet Jewelers

Initial Business Response /* (1000, 5, 2016/03/08) */
March 8,
Dear Mr***:
We appreciate the opportunity to respond to your concerns regarding your ring and the service you received at the *** storeWe have forwarded your service concerns to the district manager
over the storeHe will investigate and take any remedial action needed with those involved to prevent a reoccurrence
According to our records, you placed a special order for a size tungsten band on December 21, and received the band on January 4, On February 1, 2016, you brought the band to our store to have the band sized to a Tungsten is a metal that cannot be alteredMost tungsten ring manufacturers offer a warranty that allows the original ring to be exchanged for the correct size at their companyThe ring was sent to the vendor for this serviceUnfortunately, the new ring did not arrive until February 29,
We apologize for the inconvenience that this caused you
Sincerely,
Vicki C
Resolution Specialist
cc: Revdex.com

Initial Business Response /* (1000, 5, 2015/12/24) */
December 24,
Dear Ms***:
Thank you for contacting us about your experience at the *** storeIt is our company policy to clearly communicate to our customers that they are applying for a credit account and what this
entailsWe have addressed your concerns with the district manager of the storeHe will take the needed remedial action with the associate involved t prevent a reoccurrence
Thank you for letting us know about this issueWe apologize for any frustration or inconvenience this has caused you
Sincerely,
Vicki C
Resolution Specialist
cc: Revdex.com

Initial Business Response /* (1000, 5, 2015/12/29) */
December 29,
Dear Mr***:
We appreciate the opportunity to respond to your concerns regarding the replacement of the diamond in your engagement ring and the service you received from our companyWe have forwarded your service
complaints to the district manager over the Springdale store and the supervisor of the Customer Care representatives mentionedThey will investigate further and take the needed remedial action with those involved to prevent a reoccurrence
We would first like to clarify the terms of our Diamond GuaranteeOur Diamond Guarantee is a complimentary warranty we give all our customers who purchase jewelry with diamondsThis warranty replaces diamonds if they become chipped or missing from the mounting and requires documented inspections every six months to remain validThe purpose of the inspections is to prevent the loss of a diamond, which is to our mutual benefitIf the inspections are not completed, the Guarantee becomes null and voidThis information is printed in the Diamond Guarantee brochure you received at the time of purchase along with directions that your paperwork should be brought with you for an inspectionThe last documented inspection for the engagement ring that we have record of occurred on November 29,
We recognize the sentimental value of your engagement ring and understand how distressing it is for a diamond in your wife's engagement ring be damagedOur store associates are trained to document all inspections on paper and in our computer systemDue to the length of time since July 2015, we are unable to confirm you brought your ring for inspection at that timeWithout a documented inspection in the last six months, your diamond guarantee is null and void and we are unable to honor your request for a free diamond replacement
If you would like our company to replace your diamond, we ask that you call *** and make an appointment with management at the *** store locationDuring your meeting with the store manager, you will receive an estimate to replace the diamondIf you agree to the estimate and decide to have the diamond replaced through our company, your Diamond Guarantee will be reinstated until the next inspection is due
We apologize for your dissatisfaction in this matter
Sincerely,
Vicki C
Resolution Specialist
Initial Consumer Rebuttal /* (3000, 7, 2016/01/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did bring the ring in for an inspection visit in July and was told after the fact (December 2015) that it was only documented as a cleaning and not an inspection and that it was a mistake on the stores partIt should not be my fault that the sales associate did not document the visit correctlyI have brought the ring in since I have owned it and never had an issue until nowI find it very convenient for you that the one time I need service on the diamond your claim is my diamond is out of warranty
I would also like to include in this the service I was given by your store manager at the *** locationHe was rude, disrespectful and arrogant when I asked for helpThen after not helping me, he took the ring and rolled it across the glass counter at meHe then walked away and hid in a room until I leftStill with no answer on what I was supposed to do to remedy my issue
Final Business Response /* (4000, 9, 2016/01/12) */
January 12,
Dear Mr***:
Thank you for contacting us again with your concerns about the service you received at the *** storeWe have forwarded your service complaints to the district manager over the *** storeShe will investigate and take the needed remedial action with those involved to prevent a reoccurrence
We would like to clarify that the reason cleanings are not used as Diamond Guarantee inspections is that they are not documentedIf you have documentation from the store you visited in July to show they cleaned your ring, we would accept this as an inspection
We apologize for your continuing dissatisfaction in this matter
Sincerely,
Vicki C
Resolution Specialist
Final Consumer Response /* (4200, 11, 2016/01/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this business' proposed resolution because they have not provided oneThey are still not addressing the issue this complaint was opened for
I have searched the many, many complaints against this company and there have been some exactly like mineThere was a documentation error, the company acknowledged their error, and agreed to remedy the situationI believe due to the cost of diamond I purchased that is the main reason they are not honoring the warrantyThis ring is only years oldI have brought it in for inspection since I have owned itIt's not like I bought it years ago and you haven't seen me in years
This is very simpleYou made a mistake and you are not admitting itThis is the utmost disrespect to a customer who spent a lot of money and would think you would like to keep me as a loyal customerNot only are you not addressing the issue in any of your responses, you are not honoring the additional warranty I paid for at the time of purchase

July 12,
Dear Mr***:
Thank you for contacting us with your concerns regarding your watch and the service you have received from our *** storeWe have forwarded your service concerns to the district manager over the storeShe will investigate and take the remedial action
needed to prevent a reoccurrence
According to our records, your timepiece was purchased in The Ultimate Watch Plan which covers repairs work needed expired in The Lifetime Battery Replacement Plan is not a warrantyIt is a service plan that covers the replacement price of your batteryAdditional costs such as for water sealing can still occurWe would like to assure you that our store team member's actions of changing your battery in the store did not damage any warranty
As you have requested, we have sent your timepiece to a repair shop to have the timepiece resealedAs compensation, our store manager has agreed to not charge you for the cost to seal the watch
We apologize for your frustration and any inconvenience you have experienced in this matter
Sincerely,
Vicki C
Resolution Specialist
cc: Revdex.com

Initial Business Response /* (1000, 5, 2016/01/22) */
January 22,
Dear Mrs***:
We appreciate the opportunity to respond to your concerns regarding your lost ring and the service you received from our companyWe have forwarded your service complaint regarding the behavior of the
staff of *** Mall store to the district manager and the lack of follow up from the Customer Care Department to the supervisors of representatives involvedThey will review and take any needed remedial action to prevent a reoccurrence
According to our records, you brought your jewelry to our store for inspection on December 4, On December 9, 2015, you contacted our Customer Care Department regarding the lossOur store team members state that all items were returned to you before you left the store and we do not have an uncounted for ring in our store
While we understand your distress over the lost of your ring, we cannot honor your request for a new ringIt is our guests' responsibility to ensure they have all their property before leaving our storeAs a gesture of good will for your long-term patronage to our company, we are mailing a $JB Robinson gift card you can use in our stores
We apologize for your dissatisfaction in this matter
Sincerely,
Vicki C
Resolution Specialist
cc: Revdex.com
Initial Consumer Rebuttal /* (2000, 7, 2016/01/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I suppose this is a fair settlement

Initial Business Response /* (1000, 5, 2015/07/31) */
July 31,
J*** K**
***
***
Dear J*** K**:
We appreciate the opportunity to respond to your concerns regarding the sizing of your ringAccording to our records, the ring you purchased on
July 10, was sized and returned to the store and picked up on July 17,
We regret any inconvenience with receiving your ring on the day of your anniversary instead of beforeWe have credited your account $as compensation
We apologize for your dissatisfaction in this matter
Sincerely,
V*** C***
Resolution Specialist
cc: Revdex.com
Initial Consumer Rebuttal /* (2000, 7, 2015/08/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They understand that the issue was inconvenient and are crediting my With compensation

Initial Business Response /* (1000, 6, 2016/04/15) */
April 15,
*** ***
***
Dear Ms***:
Thank you for contacting us with your concerns regarding your wedding ring and the service you have received with our companyWe have forwarded
your service complaints with our Shirt Pump store to the district manager and with our Customer Care Department to departmental managementThey will review and take any needed remedial action with those involved to prevent a reoccurrence
We reviewed the facts of your complaint and found the details to be accurateThe repair history given for your rings is accurateOur Customer Care Department and District Manager agreed to offer a return beyond out regular return policy on April 1,
According to our records, a refund check for your wedding band and a second check for account fees were issued under your husband's name and account address on April 4, If you have not yet received the checks and the address on the account is incorrect, please have your husband contact the Customer Care Department at ***
We apologize for your frustration and any inconvenience you have experienced in this matter
Sincerely,
Vicki C***
Resolution Specialist
cc: Revdex.com
Initial Consumer Rebuttal /* (3000, 8, 2016/04/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We received a $check for the wedding band, and it's is the 18th of April and we haven't recovered this supposed "second check with 'account fees' on itWe should be getting at least another $back for the engagement ring that was SOLDERED to the band when we returned it
Final Business Response /* (4000, 11, 2016/04/22) */
April 22,
*** ***
***
Dear Ms***:
Thank you for contacting us regarding your refundIt appears there was a misunderstanding at the store and only the wedding band was returnedThe refund for the engagement ring has been processedA refund check for $1,for the engagement ring and account fees will be sent via UPS 2nd day deliveryIt will arrive at the address on your husband's credit account on Wednesday, April 27,
We regret this error and apologize for the continuing frustration you have experienced in this matter
Sincerely,
Vicki C***
Resolution Specialist
cc: Revdex.com

Initial Business Response /* (1000, 6, 2016/01/14) */
January 14,
Dear Ms***:
We appreciate the opportunity to respond to your concerns about your bracelet and the service you received from our *** Center storeWe have forwarded your service complaints to the district manager
over the storeHe will investigate and take the needed remedial action with those involved to prevent a reoccurrence
We do have procedures in place to protect our guests' jewelry from damage while in our possessionUnfortunately, human error can still occurWe deeply regret that your special broke in additional places while at our repair shop and our jewelers were not able to repair it
We understand that the bracelet our store manager located and hoped to use as a replacement was an inventory errorIt is our procedure to replace damaged or lost repairs with merchandise of equal value if it cannot be replacedAccording to the store manager, you picked up your bracelet and stated you were going to take it elsewhere for repair due to the sentimental value
As compensation for what occurred, we are mailing a Visa gift card to you for $149.00, which is the bracelet's stated value you agreed to on our repair paperworkPlease allow business days for delivery
We apologize for your frustration and the inconvenience you have experienced in this matter
Sincerely,
Vicki C
Resolution Specialist
cc: Revdex.com

Initial Business Response /* (1000, 5, 2016/02/17) */
February 17,
Dear Ms***:
We appreciate the opportunity to respond to your concerns regarding the service you received in our *** storeWe investigated your complaint and found the details to be accurate
We have
forwarded your complaint to the district manager over the storeShe will review and take the needed remedial action with those involved to prevent a reoccurrenceWe would like to assure you that we do have procedures in place to protect our guests' jewelry while it is in our possessionUnfortunately, human error can still occur
According to our records, you are working with our Customer Care Department and we are currently waiting for an invoice or estimate on the jewelers' letterhead for how much it will cost to remake your ringOnce we receive this, we will be able to send a check
We apologize for your frustration and the inconvenience you have experienced in this matter
Sincerely,
Vicki C
Resolution Specialist
cc: Revdex.com
Initial Consumer Rebuttal /* (3000, 12, 2016/02/29) */
This issue still has not been resolvedI understand the cut off date for me to respond was this weekend however I was being lenient in waiting for response back from customer careThey originally only asked for required document of an estimate on company letterhead which I had providedI was then told nothing could be done until I provided my original receipt which I have also done as wellIt has been one month since the damage to my ring and it is still not fixedAt this point I am not sure what we are waiting on or if there is more documentation that needs to be provided for the repair to take placePlease let me know if there is someone else I need to speak withThank you
Final Consumer Response /* (4200, 16, 2016/03/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I apologize, however, I sent over what was sent to me in the manner it was receivedI was not originally asked for a detailed receipt, but what it would cost to remake the ring on company letterheadI have contacted my jeweler and copied this responseFurthermore I am stressing again that I just want this manner resolved for it has been over a month without my wedding ringI have also been disappointed that I am the one required to make all the calls and provide all the documents when I am not the one at fault for the damageThe time it takes to make all the calls and send all the emails does not collaborate well with my job and is very time consumingThank you
Final Business Response /* (4000, 20, 2016/03/09) */
March 9,
Dear Ms***:
Thank you for contacting us again regarding the amount to remake your ringWe apologize for your continuing dissatisfaction in this matterWe contacted *** at *** and requested an invoice showing the amount needed to remake the ringIt was emailed to us on March 8, A check for $3,made payable to *** will be mailed to you within the next days
Sincerely,
Vicki C
Resolution Specialist
cc: Revdex.com

March 5, *** *** Revdex.com ID # *** Dear *** ***: We appreciate the opportunity to respond to your concerns regarding the service you received from our companyWe have forwarded your service concerns to the district manager over the Baton
Rouge storeHe will investigate and address your concerns with those team members involved We regret your frustration with your recent store visitIf you have any concerns about your jewelry’s current condition, please stop by our store again for assistanceWe would like to assure you that rhodium plating does not harm white gold jewelry Thank you for your patronage with our companyWe are mailing a $gift card that you can use toward a new purchase online or in our store We apologize for your dissatisfaction in this matter Sincerely, Vicki Copus Resolution Specialist cc: Revdex.com

Initial Business Response /* (1000, 5, 2016/02/18) */
February 18,
Dear Mr***:
We appreciate the opportunity to respond to your concerns about the service you received from our *** Mall storeWe have forwarded your service complaints about the store staff to the
district manager over the storeShe will review your complaint and take any needed remedial action with those involved to prevent a reoccurrence
We would like to clarify that in most instances exchanges for gifts purchased on credit accounts can be processed without the account holder presentDuring an exchange transaction, merchandise is returned for a credit on the account and the new merchandise is soldBoth transactions appear in their totality on the credit account, instead of a credit for the price differenceIn this instance, there was a system request for an account review, which likely occurred due to the difference in states that the transaction was taking placeThe store manager contacted our Authorizations Department and was told that you needed to be added to the account as an authorized user to complete the transactionUnfortunately, our Customer Care Department was not aware of this at the time you called; it was not until later when they contacted the store that they were made aware of thisWe regret this confusion and any frustration that occurred during this transaction
Our store team members are trained on how to handle exchanges on credit card purchasesIt is unclear as to why the store associate said the price of the watches needed to be more than their sale priceIn addition, the sales tax was incorrectly processed as you stated in your complaintWe would like to assure you that our computer systems can appropriately handle tax rate differences that arise when a subsequent transaction occurs in a different area than the original oneAs stated above, the district manager will investigate and take remedial action with the store staff
We have credited $for the difference in sales tax to your father's credit accountIn addition, the store manager credited your father's account for a $promotional discount that was not applied to the new watchesWe sincerely apologize that your exchange was not processed correctly on January 9, 2016, and for the inconvenience that this caused you
Sincerely,
Vicki C
Resolution Specialist
cc: Revdex.com

(Revdex.com received the following email response from the consumer on 2/28/17) From: Date: Tue, Feb 28, at 2:PMSubject: Re: You have a New Message from Revdex.com Serving Akron Ohio, Complaint ***To: Revdex.com Issue was resolved Sent from my
iPhone

December 5, Dear Mr***: Thank you for contacting us with your concerns regarding your online purchase and the service you received from our companyYour service concerns have been forwarded to the supervisors over the representatives involved with your complaintThey will
investigate and address your concerns further We regret that your ring did not arrive prior to November 26, Our records show that the package was delivered to your address and is available for return at the store nearest you or by shipping it back to usAs compensation, we are mailing a $Kay Jewelers gift card which you may use online or in one of our stores We apologize for the frustration in this matter Sincerely, Vicki CResolution Specialist cc: Revdex.com

May 16, Dear Mr*** Thank you for letting us know that your account was still reporting for Experian We have attached copies of our tradeline as shown by ExperianThe first from May 1, shows nothing was reportingHowever, we used your current address instead of the account addressThe second page shows what Experian was reporting under your account address on May 10, We apologize for the error We have contacted Experian to remove the reporting of your account Our fax to them sent on May 15, is also attachedPlease allow business days for Experian to updateWe apologize for your continuing dissatisfaction in this matter. Sincerely, Vicki C Resolution Specialist

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me Kay Jewelers did do a full refund on the ring It took over a week, but at least I can go somewhere else Just last week I came across a post on Facebook where another person was complaining about damages to their wedding ring from the same Kay store in Eau Claire I truly hope the business can resolve these issues with the repair shop they are using for this store so others don't have to go through such a terrible ordeal

I am rejecting this response because: I appreciate the offer but I cannot accept the credit back to the Jared accountI did not use my Jared credit card for that purchaseI will accept the credit back to the original form of paymentI used a Mastercard ending in *** because the store attendant said I had no available balance on the Jared cardI understand that you cannot help me with the Euro shankI cannot afford the modification so I will use the service that you have offered

January 31, *** *** *** *** *** Chattanooga TN Revdex.com case: *** Dear *** ***: Thank you for contacting us again with your concernsWe are happy to hear that you are satisfied with your ring and have no desire to return itWe apologize for your continuing dissatisfaction with the amount of compensation you have received in this matterHowever, the resolution remains unchanged Sincerely, Vicki CResolution Specialist cc: Revdex.com

Tell us why hereJuly 10, 2017 Re: Revdex.com complaint #: *** Dear Mr*** Thank you for contacting us with your request for a good will adjustment to your credit reportingWe 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 request. We investigated your complaint and found the following:On October 9, 2014, you opened a credit account with our store, Jared The Galleria of Jewelry and financed purchases totaling $1,Your account was closed on March 27, and we received your final payment of $on November 29, 2016.We did not receive a payment for the month of March and your payment for April made on April 28, was lateDue to the cycle date on your account, this will read as a delinquency for May reporting. It is not our policy to make goodwill adjustments to credit reportingWe are obligated by the Fair Credit Reporting Act to accurately report your account history with us to all credit bureausAdverse information such as a late payment may report for up to seven yearsWe believe the information we are reporting is accurate; therefore, we are unable to honor your request to remove our trade line from your credit file We hope the above information clarifies this matter Sincerely, Shawn CResolution Specialist

Initial Business Response /* (1000, 5, 2016/04/01) */
April 1,
*** ***
***
Dear Mr***:
Thank you for contacting us regarding the reporting of your credit accountWe 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 April 22, 2010, you opened a credit account with our store, Kay Jewelers, and financed purchases totaling $from April 23, to March 1,
Your monthly minimum payments of $were due on or before the 11th of the monthWe have attached a copy of your account and payment history for your review
The last payment we received is dated February 15, We have no record of a payment made in March as you allegeIf you have a copy of a canceled check or an account statement that shows we received payment in March, please provide a copy for further researchIn addition, we have payment record on November 30, and January 31, There was no payment in DecemberAgain, if you have proof of payment for December 2010, please provide a copy for further research
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 prior to charge offOur records indicate the information we are reporting is accurateTherefore, we are unable to honor your request to remove the account from your credit fileWe hope the above information clarifies matters
Sincerely,
Vicki C***
Resolution Specialist