Signet Jewelers

July 5,
Dear Ms***:
We appreciate the opportunity to respond to your concerns regarding the service you received from our companyWe have forwarded your service complaints to the district manager over the *** *** Mall and *** store locationsShe will investigate further and
take the remedial action needed to prevent a reoccurrence
We reviewed the repair history of your engagement ring and custom made bands and found the details given in your complaint to be accurateWe recognize the importance of your wedding jewelry to you and can understand your distress with the length of time you have spent without your engagement ring
According to our records, you have been working a case specialist in our Guest Relations Department regarding compensationHe has arranged a $gift card which can be used as credit on either your or Mr***'s credit account and a rebate of $from Mr***'s accountIn addition, the store manager of the *** store has stated she discounted the custom by $
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, 2015/12/09) */
December 9,
Dear Mr***:
We appreciate the opportunity to respond to your request for refunds on the three Ultimate Watch Plans (UWP) that you purchasedWe would like to clarify that the UPW brochures you received states under
cancelation that you can cancel at any time in writing to the address where the plan was purchasedBecause the plans were purchased more than day prior, you would receive a prorated refund minus $or 10% whichever is less
We have credited your credit accounts used to purchase the plans the following
$for the plan purchased in *** on your account ending in ***
$for the plans purchased at Belden Jewelers on your account ending in ***
We apologize for the incorrect information you received during an online chat conversation with a Customer Care representativeWe have forwarded your service complaint to her supervisor to review and to take any needed remedial action to prevent a reoccurrence
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.)

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. Thank you for all of your help in this matter!

I am rejecting this response because:It does show on my account that it was past due days and negatively affected my credit report (see attachment), so yes, it was reported some how by them to ***. It was never days overdue because I only received one late fee, which they removed, which admits to their error. I do not believe the Signett Jewelry Company fully read my complaint that it was in fact their error in allowing unauthorized transactions and that I exhausted all efforts to receive a CORRECTED invoice in a timely manner from them and it took me over a month to get a corrected invoice. After feeling harassed by their customer service reps that I had to pay regardless of what happened on my account BECAUSE OF THEM, I felt like my business nor my opinion was not regarded of not wanting to pay until I was shown in fact, on paper, that they corrected their errors. Why would I pay money towards an amount which I did not rightfully charge to my account? Who would honestly think it is a good idea to pay for something you did not receive or authorize?The attachment Cleary shows a responsible payment history with them until this incident. Further proving that I am a responsibly consumer, I had a VERY GOOD credit prior to them allowing unauthorized charges. I would like Signett to write a letter to the credit bureus stating the late fee was in their error and that it should be removed from my credit report. The removing of the late fee clearly shows that they were guilty. Also, the attached invoices PROVE that there was only one late fee which is for days NOT days as Signett has implied

I am rejecting this response because:
I very disappointed with with your company & how you treat your customers, for one you need to preview at the call logg, because you are wrong, and if a customer pays for a protection plan it would be nice if you guys would actually honor it, I have schedule payments online , not sure why there not automatically coming out, that's your fault & unless you do it on purpose, unless you guys do it on purpose because you are money driven & not consumer driven, & that's why you don't want to settle because you would rather suck the well dry& I have contacted you guys recently, called & went into a local store, so adjust your facts & so your stament there is false, I guess I will research my next step, because your company is all about big business, you already told me you guys do not care & it show! So is this how we do business in America? I guess I will contact my local represntive & might, I guess you change the payment & do what ever because it's all about you politics of you how treat the people who buy from your company, I know I have not done things perfect & like I want to, & I know life happens, I made mistake would been nice if you tried to work with me to settle somethingI just very dissapointed you guess do not have a care in the worldBig business don't

Initial Business Response /* (1000, 5, 2015/06/18) */
June 18,
Dear Mr***:
Thank you for contacting us regarding your wife's wedding ring and the service you received from our companyWe have forwarded your service complaints to the district manager over the store and repair
shopThey will investigate and take any remedial action needed with those involved in order to prevent a reoccurrence
We would like to clarify that it is not a common practice for our company to replace our guests' diamonds without informing our guests firstWe recognize the importance of our guests' wedding jewelry and it is our policy and procedure to notify them if any damageHowever, human error can still occur and we deeply regret any distress that you or your wife experienced when the difference in certification numbers was discovered
According to our records, we are attempting to local a Leo Diamond within our company that matches the specification on your certification paperworkIf this cannot be accomplished, the Leo Schachter Company will cut a new diamond for youPlease understand that if a new diamond needs to be cut, it can take up to weeks for completionYou will receive certification papers on the replacement Leo Diamond regardless of the way the diamond is sourced
If you have any questions on the current status of this process, please contact Maria, the case specialist assigned to your concerns at *** x ***We apologize for your dissatisfaction in this matter
Sincerely,
Vicki C
Resolution Specialist
cc: Revdex.com

Initial Business Response /* (1000, 5, 2015/08/28) */
August 28,
*** ***
***
Dear Ms***:
We appreciate the opportunity to respond to your concerns with the diamond replacement in your enhancer and the service you received from our
companyWe have forwarded your service complaints to the district manager over the store and the supervisor of the Customer Care representatives involvedThey will investigate and take any remedial action to prevent a reoccurrence
We investigated your complaint about the repair and found that your wrap was purchased on January 16, It was sent to our home office repair shop on June 18, to replace a chipped diamondWe would like to clarify that diamonds possess a property known as "cleavage," which is the potential to break in certain crystal directionsJewelers can take advantage of this property to shape diamond crystals into the beautiful stones you find in diamond jewelryRegrettably, that also means that diamonds will sometimes chip or break if struck at certain anglesThere is no evidence that your enhancer had a chipped diamond at the time of purchase
We recognize the importance of your special rings to you and understand your distress with the length of time they have been gone for repairAccording to our records, you have been in communication with a case specialist since the submission of your complaint to the Revdex.com and your ring has returned from repair, You have agreed to a $Jared, the Galleria of Jewelry gift card as compensationIn addition, the case specialist is having the custom job for the alexandrite ring processed again so that the receipt shows an Extended Service PlanWe are not able to honor your request for reimbursement of legal fees
We apologize for your frustration and any inconvenience you experienced in this matter
Sincerely,
Vicki C***
Resolution Specialist
Initial Consumer Rebuttal /* (2000, 7, 2015/09/10) */
(The consumer indicated he/she ACCEPTED the response from the business.)
My ring was returned to me after months of it being held at their repair shopAnd, I will accept the extended warranty for the ring when it is issuedRegrettably my legal expense will not be reimbursed but at least I have my ring back and I hope to one day get the warranty as mentioned above

Initial Business Response /* (1000, 10, 2016/05/03) */
May 3,
Dear Mr***:
We appreciate the opportunity to respond to your concerns with 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 have forwarded your service complaints with the *** store to the district managerAs you have stated in your complaint, we do not change due dates and we regret if you were told it was possible to do soThe district manager will address the issue you have raised in your complaint with the store staff to ensure our credit terms are presented correctly
We investigated your complaint and found the following:
On May 21, 2015, you opened a credit account with our store, Kay Jewelers, and financed purchases totaling $3,from March 21, to September 9,
Your current monthly minimum payments of $are due on or before the 28th of the monthWe received a payment of $on April 23, Prior to this payment, we received a payment of $on February 26,
In August 2015, you reported that you had not received your card and a new account with a new number was opened for you
In October 2015, we have record of a dispute you submitted that your account was never paid lateWe have attached a copy of your payment history for review
On December 7, 2015, your account was closed by grantor due to your sporadic payment historyIn section of our Retail Installment Credit Agreement, we reserve the right to close a credit account at any time without prior notification
We apologize for your frustration and any inconvenience you experienced with our companyIf you have further concerns you wish us to review, please provide specific details of the issues with dates and names as best you can recall and we will investigate
We are unable to reopen your account as you have requestedIf circumstances have changed which makes it difficult for you to repay your credit account as agreed, please contact our Customer Care Department at *** for assistance
Sincerely,
Vicki C
Resolution Specialist
Initial Consumer Rebuttal /* (3000, 12, 2016/05/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Again I was advised my your unproper and unscrupulous service members when I did not receive my paperwork to wait for the new account to be opened this no payment was remitted as they informed this would be the most expedient way to ensure my account remains in good standing at that all payments are posted to the correct accountIf you look at my history I have perfect records of payment with account that are triple the cost of your monthly payment I was clearly misinformed and while you may have the right to close an account at will you also have an absolute expectation and level of service and integrity to the clients by which you serve daily
Had I been informed of much of my previous concerns prior to or during the time of purchase that would be fineThroughout you're store investigation you'll notice that I went to the store got in line to pay cash for a specific ring and then was later approached about a different one that was obviously an up sell them pitched on your financing but there was no mention of insurance payments yet I had to pay there were a lot of inaccuracies with this accountMy only request was to have the account reopened with the appropriate terms having been told many different things only to be continuously be misinformed or otherwise blatantly deceived is not justAfter having read your reviews online it appears this happens often while I certainly appreciate 30-40% of them are open to interpretation that still leaves 60% accurate reviews that are notI do not want a credit I do not want special interests nor special privilege I just want to have the ability to continue the relationships with an open accountI feel that given the circumstance and the exigent positions displaced this is very reasonable quite realistic and a measurable direction your company can take to at least acknowledge that there's probably could have been better communication and that education processes are taking place in the field to keep your employees informed and aware
Final Consumer Response /* (4200, 16, 2016/05/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
You did not send the above information which is why if you notice a new account was creating prompting much of the confusion on your end I also had my account compromised and closed which I informed your organization of in a timely manner so the NSF is irrelevant as you notice the payments since that have been with a completely different account number
Your company specifically advised that payments not be made to the account having been closed so as to eliminate any potential confusion with the opening of the new account play your recorded calls sit back and listenAs you notice I have zero late payments elsewhere so this was obviously an isolated incident and exigent circumstance that is presented towards the multiple missteps and lack of integrity by your sales clerk as I am also paying for insurances when I only wanted one not or I advised the rep I wanted a specific date which wasn't an issue then when I request it I am told otherwise open the account back up and now that I am aware of how the company conducts themselves I will best accordingly
Final Business Response /* (4000, 18, 2016/05/27) */
May 27,
Dear Mr***:
Thank you for contacting us again with your account concernsAs previously stated, we have not located any contact between you and one of our representatives where you are advised not to make payments while a new account was activated to replace your original account
Our records indicate that in August 25, 2015, you reported your card missingA new account was opened the same dayYour allegation that you were told not to make payments does not match the following payment history
" You submitted payment on August 21, It was reported NSF on August 28,
" On September 22, 2015, we received a payment
" There was no payment received in October
" On November 14, 2015, we received payment
" There was no payment submitted for DecemberYour account was closed by grantor at that time
We are unable to honor your request to reopen your accountWe apologize for your continuing dissatisfaction
Sincerely,
Vicki C
Resolution Specialist

Initial Business Response /* (1000, 10, 2015/10/21) */
October 21,
Dear Ms***:
We appreciate the opportunity to respond to your concerns regarding the replacement of a diamond in your engagement ring and the service you received at the *** and *** storesWe have
forwarded your service complaints to the district manager over the stores mentionedShe 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 inspectionAccording to your conversation with the Customer Care Department on October 5, 2015, you stated that you did not bring your paperwork with you when you visited our stores
Our store associates are trained to document all inspections on paper and in our computer systemWe would like to clarify that in addition to performing inspections, our store team members clean our guests' jewelry whether it is purchased from our company or notCleanings are not inspectionsDue to the length of time involved, we are unable to confirm what took place or the details of the conversation that occurred between you and the store associate at the times you state you brought your ring for inspectionConcerning the documented inspection you have that is not in our computer system, this is typically the result of a number transposition error during entryWe regret any frustration this causedEven with the incorrect number, we accept the documentation as an inspection
We recognize the sentimental value of your engagement ring and understand how distressing it is for your diamond to be missingOur records indicate that your ring is currently at the vendor for an estimateIf the inspection documentation you have in your possession is within one year old, we can discount the estimate half offOtherwise, we will discount the new diamond 10% as offeredIn addition as a gesture of good will, we are mailing a $Kay Jewelers gift card, which you can use toward the replacement priceOnce the diamond has been 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, 12, 2015/10/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
On Wednesday, after you all have had my ring for almost a month now, I finally received a call with an estimateThe estimate was for $1250! $1250!!!! This is unbelievable to me because two weeks before I turned my ring over to you all, I was told by Lee, a manager/key holder/ whatever, that he could replace my diamond for $The estimate is an entire $more than I expected to have to payI hope that you can understand my frustration, especially when I'd brought it in for inspections under the belief that my insoections were being put in your system and I didn't think I'd have to pay for a diamond at all! Please know, I sm fully aware of the difference between cleanings and inspectionsI watched my ring being put under the microscope, poked at with whatever it is they used, and I also watched associates going to a computer afterwards which made me believe that my inspection was being put in the system
You mentioned in your reply about paperwork I should've brought with me during inspectionsWell, my fiancée or I never received paperwirk for my ringIt was purchased from The Kays Outlet in ***All my fiancé has is the receipt and some other crap, but nothing of significanceWhy wouldn't anyone mention I should have this during my inspections? I've had already!! Once I was told of the outrageous cost of replacing the diamond, I requested to have my ring backAt this point my fiancé and I are working with our local news station to see if they'll investigateI don't feel like I should have to pay at all! I did what I was supposed to! And if I should have to pay, it shouldn't be more than the $I was quotedIf you need the exact date that I came in and was quoted $250, I can give that to youI was their first customer of the dayIt'll be easy to pull tapes, etcI do thank you for responding, but I do not find the response acceptableI look forward to hearing back
*** ***
Final Business Response /* (4000, 14, 2015/11/06) */
November 6,
Dear Ms***:
Thank you for contacting us with your additional concernsWe would like to clarify that prior to cleaning jewelry, our store team members check it to make sure there are no loose diamonds that could fall out in the ultra sonic cleanerWhile this may appear like an inspection, it is not documented as an inspection is supposed to beYou can request new Diamond Guarantee paperwork on your next store visit if you do not have a copy of it in the paperwork received during the purchase
We were unable to verify that a store associate gave you a $quote to replace your diamondHowever, as a customer service, we are discounting the diamond replacement price to $
We apologize for your continuing dissatisfaction in this matter
Sincerely,
Vicki C
Resolution Specialist

Initial Business Response /* (1000, 5, 2015/06/30) */
June 30,
Dear Ms***:
We appreciate the opportunity to respond to your concerns regarding your request to return the Pandora Bracelet and charms your husband purchased for you for Mother's DayWe have forwarded your service
complaints to the district manager over the store and the supervisor of the Customer Care representative mentionedThey will investigate and take any remedial action needed with those involved in order to prevent a reoccurrence
We would first like to clarify that while the charms were purchased online and shipped to your home, the order was delivered on May 7, which was the same day as the purchase of the braceletBoth purchases were in your husband's possession for more than thirty days before the attempted return on June 9,
We regret your dissatisfaction with the length of our return policyOur thirty day return policy is printed on our receipts, signs in our stores, and on our website and is accessible prior to a purchase being made so that our guests can determine if our policy meets the needs of their lifestyleAs has all ready been explained, we would not make an exception to our return policy in this instance
According to our records, you have accepted our company's offer for an exchange and the bracelet was exchanged for a different size on June 28, We apologize for your dissatisfaction in this matter
Sincerely,
Vicki C
Resolution Specialist
cc: Revdex.com
Initial Consumer Rebuttal /* (2000, 7, 2015/07/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I like others don't accept the response, but refuse to go back and forth with a company that will ultimately get their way in the endWe exchanged the bracelet for a different size and it was a bit suspicious when she pulled the bracelet right out of the cabinet below with no packaging or anything, almost like it was used or somethingThat wouldn't surprise me either from this crooked store!
I have advised all of my friends and family to never do business with this jeweler ever againI am so happy that they only received about of my money and not thousands like other customersI wish more people would read these complaints before shopping or buying here and they would realize that the A+ rating this place gets is simply overstatedI hope word travels about this place and they end up having to close their doors!

Initial Business Response /* (1000, 5, 2016/06/30) */
June 30,
Dear *** ***:
We appreciate the opportunity to respond to your concerns regarding the service you received from our companyWe forwarded your service concerns to the district manager over the Cypress and
*** storesThey will investigate further and take the remedial action needed with those involved to prevent a reoccurrence
We reviewed your complaint and found that you purchased the wrap and wedding band on May 9, and May 25, respectivelyWe regret the delay in shipping the rings to the *** store and the lack of options the store manager providedBoth items were returned on June 12,
We do recognize the importance of your wedding bands and understand your distress that we were not able to meet your expectationsAs compensation, we are mailing a $Kay Jewelers gift card which you can use instore or onlineWe hope that you give our company a second chance with your jewelry needs
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, 7, 2016/07/03) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I appreciate your response, and would like to be sure that the situation with the manager will be taken care of

I am rejecting this response because:
I have a bill from 10/28/that states we are still paying on this transaction from 03/i have also confirmed there is still a amount owed from this with genisisso yes what you have provided states it was returned and credited, but we have a paper copy stating we are still paying on that transaction

Initial Business Response /* (1000, 12, 2015/11/04) */
November 4,
Dear Ms***:
We appreciate the opportunity to respond to your concerns regarding your wedding set and the service you received at the *** Mall storeWe have forwarded your service complaints to the
district manager over the storeShe will investigate and take the remedial action needed with those involved to prevent a reoccurrence
We investigated your complaint regarding your wedding set and found the following
" On July 31, 2015, you brought your wedding set to our store to be rhodium plated and replace a diamondAs you have stated in your complaint, the wedding rings were lostWhile we do have procedures in place to protect our guests' precious jewelry, human error can still occurWe print our policy of replacing lost or damaged merchandise for up to the customer stated value on our repair ticketYou attached a copy of your repair ticket showing this agreement printed above your signature
" Because we sell the same rings that your husband purchased in 2010, we supplied replacementsWe have attached the repair photographs of your original wedding rings when they were received at our repair shop in August and the replacement rings sent to the shop for soldering and sizingFrom the photographs, the new rings appear identical to the originals and not an older version of them as you assert in your complaint
" On September 3, 2015, you accepted the replacement rings and a $gift cardHowever, you expressed dissatisfaction that according to the diamond certificate papers, the engagement ring's diamond was .01ct smaller than the original
" We ordered a new ring in for you and it arrived on September 18, You contacted the Customer Care Department because the ring did not look shiny and you felt it was a used ringWe would like to assure you that the ring was new and regret your distress with the ring's appearanceThe representative increased the gift card amount to $
" On September 23, 2015, you requested to exchange both wedding rings for a new setWe agreed to your requested on the understanding that if the new rings were more than the $3,replacement value you would be responsible for the differenceYou acknowledge this stipulation on September 23, and again on September 25,
" On October 4, 2015, the exchange took placeThe difference of $was paid for using your gift card and cashThe new rings were sent to be size to a 5, but because Neil Lane rings cannot be size up or down more than one size, the repair shop could not do the workAs you state in your complaint, the store requested you return to the store to verify your ring size
We understand the importance of your wedding rings and understand your distress with the loss of your original setNo monetary value can replace sentimentWe have followed our replacement protocol that you agreed to on your repair ticketFor this reason, we cannot honor your request for a second $gift card and a reimbursement of the $cash you paidHowever, due to the new sizing issue that has occurred, we are mailing a $Kay Jewelers gift card as compensation
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, 14, 2015/11/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I'm sorry I can't accept this offerI've been though nothing but tears and frustrating mistakes after another from this companyNo one should have to go though anything like this it may be a ring to you but it wasn't to me,it was more.The only people that have been nice to me is that the *** mall!! And due to your company's mistakes after mistakes I've had to drive a hour each time something accord gas doesn't come free, just like your jewelry which I'm not asking for freeYou charged me for another warranty on this set rings which I had already purchased on the last set, which you should have to pay since its your faultAnd human error really ? So if a doctor killed a patient it was a human error wow!!! Y'all have lost a lot of money due to your human error and will continue to loss money cause I'm going to make sure everyone hears my sorry!! You make out like I'm asking for free rings really !!!
Final Business Response /* (4000, 17, 2015/11/11) */
November 11,
Dear Ms.***:
Thank you for contacting us again with your concerns regarding the service you have received from our companyWe would like to clarify that the $3,replacement credit included the Extended Service Plans (ESP) of the original wedding setPlease understand the ESPs are not transferableWe are unable to provide a breakdown of the purchase price of each ring and ESP to show the exact purchase price vsthe replacement credit because you were not the purchaserYour husband can request copies of the original receipts on www.kay.com in our self-service section
As previously stated, you agreed that you would be responsible for the difference in price between the replacement credit and the new wedding ring setWe believe a $Kay Jewelers gift card is adequate compensation for the new issue of ring sizing that you reported
We apologize for your continuing dissatisfaction on this matter
Sincerely,
Vicki C
Resolution Specialist
cc: Revdex.com
Final Consumer Response /* (4200, 19, 2015/11/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
But my name is on there also , did I state my anniversary is this month also and I want have a ring due to your "human error" ......I have contact my local news station that is following up on my storyAnd your information is not correct on the reason I didn't take the first ringAnd the second ring looked used and old and yes I agreed due to your company's human error and couldn't afford the same set of rings so I went with a different set due to your human error and shouldn't have to pay for extended warranty nor my gas going back and forth due to your human error !!!

Initial Business Response /* (1000, 10, 2015/06/23) */
June 23,
Dear Ms***:
Thank you for contacting us with your concerns regarding the return of your husband's watchWe would like to clarify that we have a thirty day watch return period provided the watch is in a new and
unworn conditionThis information is printed on our receipts and on signs in our stores
Our records indicate that we received a call from Mr*** and our representative stated the watch could only be returned if it did not show signs of wearAccording to the store associates, the wear marks on the watch are not able to be buffed outAs our Customer Care Department has all ready explained, we cannot honor your request for a refund in this circumstance
We apologize for your dissatisfaction in this matter
Sincerely,
Vicki C
Resolution Specialist
cc: Revdex.com
Initial Consumer Rebuttal /* (3000, 12, 2015/06/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I believe your response is inaccurate regarding whether the scratch can be buffed out of notIt's barely noticeable and I took it up another Jeweler for his opinion and they stated it could easily be removedI didn't allow them to do any work on the watch just in caseYour return policy on watches is written in small print and your associate didn't bother to tell us when we told her we weren't positive on the watchI was treated poorly by your general manager and I feel your business is less than ethicalI feel taken advantage of and completely dissatisfied
Final Business Response /* (4000, 14, 2015/06/26) */
June 23,
Dear Ms***:
Thank you for contacting us again with your concerns regarding the return of your husband's watchWe are unable to take the opinion of other jewelers on the condition of our merchandiseAs our competitors, their opinions may be biased against us in an effort to gain your trust and future business
Your rebuttal does not contain new information which would cause us to reconsider our decisionWe apologize for your continuing dissatisfaction in this matter
Sincerely,
Vicki C
Resolution Specialist
cc: Revdex.com

Initial Business Response /* (1000, 5, 2015/10/05) */
October 5,
*** ***
***
Dear Mr***:
We appreciate the opportunity to respond to your concerns about the three diamonds that our company replaced in your ring
We reviewed
our records from the repair to replace your diamonds in October There was no mention of a return of the damaged diamonds in the repair notesWe would like to clarify that the majority of our guests do not request the return of their broken or damage diamonds or scrap gold from their repairsWe regret if the request for the return of your damaged diamonds was not documented properly
We have credited your account $as you have requestedThank you for your patronage and your excellent payment history with our companyWe apologize for any inconvenience you experienced in this matter
Sincerely,
Vicki C***
Resolution Specialist
cc: Revdex.com
Initial Consumer Rebuttal /* (2000, 7, 2015/10/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have been working with Dolly for about a year for resolutionI requested the diamonds back and Dolly at the San Antonio Rim location has been trying with no successThank you for the resolution

Initial Business Response /* (1000, 5, 2016/02/24) */
February 24,
*** ***
***
Dear Ms***:
We appreciate the opportunity to respond to your concerns with the service you received at our company and the travalue of your solitaire
We
would like to assure you that we take precautions to protect our guests' merchandise while in our possession for repairUnfortunately, accidents can still occurWe are happy to hear that your solitaire was locatedWe recognize the importance of your wedding jewelry to you and understand your distress that this jewelry was lost
We reviewed your complaint but we were only able to locate the purchase of a previously owned enhancer on July 19, for $1,at the Auburn Outlet storeWe were unable to locate the original wedding ring purchase in or the replacement and purchase of your current solitaire for $1,
We would like to clarify that it is our company's policy use the purchase price as an item's travalueWe do have record of the store calling our Customer Care Department on February 7, and requesting assistance on your trade-inHowever, the representative could only locate your enhancer purchase from and quoted the enhancer's purchase priceIt was not made clear they wanted to trade in the solitaire
During the investigation of your complaint, we searched the Olympia Mall's receipts during the year for a transaction that would show you paid the amount stated and could not locate anything under your namePlease understand that a receipt would be generated any time a person gives money to the store for merchandise, even if it was not given to youTo fully investigate your complaint, we would need the name used for the purchase for your wedding jewelry and the date or an approximate of when you received your current solitaire from the Olympia Mall
We apologize for your frustration in this matter
Sincerely,
Vicki C***
Resolution Specialist
cc: Revdex.com
Initial Consumer Rebuttal /* (3000, 7, 2016/02/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Your only saying what your associate was told to tell mePlease explain how your going to make this right!
Thank you
Final Consumer Response /* (4200, 11, 2016/03/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My name *** ***
Final Business Response /* (4000, 13, 2016/03/09) */
March 9,
*** ***
***
Dear Ms***:
We apologize if there is any confusion regarding the information we have requestedIn order to assist you further with your complaint, we need the following information
" Either a copy of your receipt from or the name on the receipt from As previously stated, we were unable to locate a purchase under your name for these rings
" The date you stated that you paid $1,to Angela at the Olympia Mall for the upgrade on your engagement ring
We apologize for your continuing dissatisfaction in this matterPlease understand that we are unable to offer other options without the information we have requested
Sincerely,
Vicki C***
Resolution Specialist
cc: Revdex.com

Initial Business Response /* (1000, 5, 2015/06/22) */
June 22,
Dear Ms***:
We appreciate the opportunity to respond to your concerns regarding your engagement ring and the service you received from our company
We would first like to clarify that invisible set diamonds are not a
standard cut diamondsThey are held in place by wires in grooves cut in the sides of the diamonds below the tableThis allows the center stones to appear to be one larger and more valuable diamondWhen 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 which can be a lengthy process
We have investigated your complaint and found that the first vendor your ring was sent to was not able to replace the missing diamondThe ring returned to the home office and was sent to a second vendorFor this reason, our store staff and Customer Care Department representatives were not able to supply a due date
We appreciate the importance of your engagement ring to you and your husband and we understand your disappointment with the length of time it is taking to replace one of your diamondsYour ring has returned from the vendor with a replacement diamondProviding the work passes our Quality Control check, it will arrive in the store for pick up before the end of the month
As a gesture of good will, we are mailing a $Visa gift card to youWe apologize for your frustration and the inconvenience you have experienced in this situation
Sincerely,
Vicki C
Resolution Specialist
cc: Revdex.com

August 2, Dear Mr***: Thank you for contacting us again with your concerns about your purchaseWe regret any confusion about whether your original engagement ring was custom or a modification We have forwarded this service complaint to the district manager over the storeHe will investigate and take any remedial action needed to prevent a reoccurrence We apologize for your continuing dissatisfaction in this matter Sincerely, Vicki CResolution Specialist cc: Revdex.com

Dear Mr***,Thanks for your responseI am again uncertain of your statement indicating that my service concerns being forwarded to the management team, investigated, addresses with parties involved, and your pending investigation being private and confidentialWhich I am not inquiring no Kay Jeweler or Mr*** *** to divulge or have no desires to discuss anything regarding your internal company’s employees reprimanding, pending employees investigations, addressing parties involved (management team and associates), and their pending investigation’s privacy and confidentialityPlease note I am not inquiring Kay Jeweler or Mr*** *** to indicate their handling of company’s internal policies and procedures of employees in regards to my customer service complaintAs you know I am aware that such information is private and confidentialIn addition as a customer to Kay Jewelers’ I am inquiring from Kay Jeweler and Mr*** *** your certainty, confidence, and guarantee that this habitual extremely poor customer service pattern and behavior including insulting, mocking, refusal of service, and instructing me to depart from the store from Kay Jewelers’ management team (John *** District Manager Kay Jeweler Albany Mall), (*** *** Store Manager Kay Jeweler Albany Mall), ( *** *** Store Manager Kay Jeweler Albany Mall), and (*** *** Assistant Store Manager Kay Jeweler Albany Mall) and associates toward me will cease and desist immediatelyHowever it is finally pleasing that you have elected to respond to my valid customer service complaint and has discontinued to divert my concerns to a previous employment issueAs a customer to Kay Jeweler I am inquiring from Kay Jeweler and Mr*** *** your certainty, confidence, and guarantee that this habitual extremely intimidating tactics and behavior from Kay Jeweler’s management team and associates toward me will cease and desist immediatelyUpon my entering Kay Jeweler (Albany Mall) or any Kay Jeweler in the future I will no longer have to feel extremely fearful and uncomfortable from Kay Jewelers’ management team and associatesAt this time could you please respond to this concern?I am again uncertain of your statement indicating this being the MSRP of $provided by Fossil Corporate Office for my watch product model *** and this being the replacement value tooWhich is untrue because of discrepancies in the value of my Fossil watch is clearly understoodOn January 12, on or around 12:PM I inquired from Fossil customer service representative in regards to the MSRP of Fossil watch product model *** costing $The Fossil customer service representative indicated the Fossil watch product was retailed and sold at variable retail values or prices based upon which retailer or vendor sold this productOn February 03, on or around 11:AM I emailed Fossil customer service online in regards to the MSRP of my Fossil watch productNevertheless Fossil customer service online indicated receiving my email and please allow them 1-business ***s to respondI am still currently awaiting a response from Fossil customer service onlineOn February 09, I sent a formal customer inquiry letter to Fossil Corporate Office customer relations department for further assistant with the pending findings of the MSRP and replacement value of Fossil watch product model ***I am also currently awaiting a response from Fossil Corporate OfficePlease note included email sent to Fossil customer service online on February 03, In addition I am inquiring from Kay Jeweler and Mr*** *** supporting documents from Fossil customer service online and Fossil Corporate Office sustaining their finding of the MSRP of $for Fossil watch product model ***Please note no Kay Jeweler or Mr*** *** has provided supporting documents sustaining their findings of the MSRP of $for Fossil watch product model ***At this time could you please respond to this concern?##- Please type your reply above this line -##Hi ***a1,Thanks for contacting us! Your request (***) has been receivedOur support team looks forward to getting in contact with youPlease reply to this auto-response email if you have further questionsThank you very much!Fossil Support TeamYour message:***Feb 3, 10:AM CSTFirst Name: ***Last Name: ***Email: Phone: Country: United StatesOrder #:I am inquiring the manufacturers’ suggested retail value estimate current for this Fossil watch product model *** and replacement cost in the event this watch is stolen or lostPlease note I am inquiring replacement cost current to replace this Fossil watch product model ***Please forward this information to me A.S.A.Pin email to my email address *** Thanks you very much for your time and services.Please let’s now address the elephant in the roomI am uncertain of your relentless statement s and efforts indicating this customer service complaint with Revdex.com complaint #*** being a pending litigation and employment issue on January 12, at 2:PM and on January 16, at 5:PM and statements indicating and insisting the Revdex.com close this valid customer service complaint outHowever on January 12, and January 17, your statements and efforts was successful in closing my valid customer service complaint with the Revdex.com twiceWhich I was appalled, intimidated, and devastated to receive twice responses from Mr*** *** (Revdex.com Investigator and Dispute Resolution Specialist) where he indicated Kay Jeweler and Mr*** *** relentless made an effort to deflate the attention of the poor customer service to an employment issue, pending litigation issue, and closed my Revdex.com customer service complaint twiceIn addition I was appalled, devastated, and dissatisfied with Kay Jeweler and Mr*** *** relentless ill will, malice, unethical and unlawful business practices toward me as a customer to Kay JewelerAs you know Kay Jeweler and Mr*** *** are aware of the differences in a customer service complaint, employment issue, and pending litigationNevertheless this was additional and undo stress, strain, and extremely poor customer service from Kay Jeweler and Mr*** *** (Resolution Specialist Ethics & Compliance) toward me as a customer to Kay Jeweler.As a point of summary, Discrepancies in the values of my Fossil watch is clearly understoodAs I indicated in previous communicationsI have reached out to Fossil Corporate Office and I am currently awaiting their responseHowever it is finally pleasing that you have elected to respond to my valid customer service complaint and has discontinued to divert my concerns to a previous employment issueWith all being said you are clearly overlooking my additional concerns of the discomfort and fear of bring my watch into store *** for appropriate customer service of my Fossil watchAlthough the service at time of purchase was for a lifetime but your employee’s intimidating tactics have left me uncomfortable and fearful of entering the premisesAt this time could you please respond to that concern? Thank you very much for your time and services.Sincerely,*** ***

Initial Business Response /* (1000, 5, 2016/06/13) */
June 13,
Dear Mr***:
We appreciate the opportunity to respond to your concerns regarding the service you received from our company with your engagement ringWe investigated your concerns and found the details you provided
regarding the number of repairs to be correct
We recognize the importance of your engagement ring to you and understand your distress with the problems that have occurredAccording to our records, you exchanged your ring for a different style engagement ring after the submission of your Revdex.com complaint on June 3, In addition, you canceled your layaway and received a refund on June 6, We hope that the new ring you have chosen will meet your expectationsAs compensation for what has occurred, we have credited your account $for one month's payment
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, 7, 2016/06/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)