Signet Jewelers

June 24,
Dear Mr***:
We appreciate the opportunity to respond to your concerns regarding your purchase, return, and trade-inWe reviewed your receipts and found the following
On December 5, 2015, you purchased an engagement ring for $with a trafor $
Included in the purchase was an Extended Service Plan (ESP) for $199.99, a repair charge to alter the ring for $750.00, a box chain for $and a Jewelry Replacement Plan for $
On the same day you financed two wedding bands and warranties on your account totaling $
On January 22, 2016, you returned the wedding bands and warranties for a credit of $on to your account
On April 9, 22016, you traded in your engagement ring for a $credit on the purchase of a Leo engagement ringThe tracredit came from the combination of the purchase price and trafrom your December engagement ring purchase
We have attached copies of your receipts for your reviewOur records indicate that you received the correct amount for the wedding bands and correct travalue for the engagement ringWe regret your dissatisfaction for not being allowed to return the engagement ring after it was alteredIn the interest of resolving your complaint amicably, we are crediting your account $for the alteration charge to the original engagement ringWe hope the above information clarifies matters and we apologize for your dissatisfaction
Sincerely,
Vicki C
Resolution Specialist
cc: Revdex.com
(*** receipts.pdf)

Initial Business Response /* (1000, 5, 2016/05/04) */
May 4,
Dear Mr***:
Thank you for contacting us with your concerns regarding your engagement ringWe investigated your complaint and found that you purchased a .33ct Tolkowsky solitaire diamond ring on May 5, We were
not able to locate a sizing repair for the ring under your nameHowever, it may have been put under your fiancée's name or misspelled
It is our procedure to compare the ID number on the diamond with the certification papers when it is picked up from repairHowever, due to the length of time since your diamond was purchased and sized, we cannot confirm if this occuredAccording to our store team members who attempted to assist you with the trade-in, your current ring is not the same type of setting as a Tolkowsky ring and the diamond's clarity is below the SIclarity listed for the Tolkowsky
Unfortunately, we cannot confirm what occurred to your purchase after it left our store in We understand that wedding jewelry is important to our guests and we have offered to trathe ring you have for its value as a foreign trade-inIf you are interested in pursuing this option, please stop by the store nearest you for assistance
Sincerely,
Vicki C
Resolution Specialist
cc: Revdex.com
Initial Consumer Rebuttal /* (3000, 7, 2016/05/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this response from Kays jewelry, me and my wife we scammed out of a dollar ring by their employees, no one ever verified that this was the ring, had they done their job, we would have never been scammed, I really hope that no other veteran or Active duty soldier goes through this, this incident should be published in the newssThis was not an accident, the employee new what she was doingI would like to know how I can sue this company, I know that my wife deserves better than what they didI know we sent this ring to get resized, I'd you look at the paperwork, the size we bought and the size that my wife wears are very different sizesI have a 14,account there at Kays, we have spent lots of money there, I will close my account and never trust this company, I will also see if I can make this public on the newsame mediaI will tell all my assistant and friends and family what we are going throughI want the Revdex.com to know that, Kays is scamming Soldiers and it need to stop
Final Consumer Response /* (4200, 11, 2016/05/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is not our fault that your employee told us that we didn't need documents for the resize the ring, since we had bought a warranty for itShe, your employee knew that she could switch the ring and ypu all coup watch your hands if no documents were generated, I just want the public to know what kind of company they are dealing withI will not except any less that the value of the certification card
Final Business Response /* (4000, 13, 2016/05/25) */
May 25,
Dear Mr***:
Thank you for contacting us again with your concerns about your ringAll repairs are recording in our systemDocumentation is not required to locate this information since it is filed by our guests' namesAs we have explained previously, we have no repair work under your name for the sizing of the ring or any other repairs during your ownership of the ring
We apologize for your continuing dissatisfaction in this matterBecause we have no record of repair work for the ring you purchased, your allegation that the diamond was switched during sizing at our store cannot be provenTherefore, we can only provide a travalue for the ring in your possession based of its characteristics
Sincerely,
Vicki C
Resolution Specialist
cc: Revdex.com

January 10, Re: Revdex.com complaint # *** Dear Mr***: Thank you for contacting us again with your concerns about your credit account and the service you received from our company As previously stated, the store is offering to add additional sizing beads to your ring at no cost to youSince you would rather have a European shank added, we will credit your account for the sizing beads that you already purchasedYou will see a credit on your account for $on your next billing statementWe are unable to apply the European Shank at no cost since this is a modification to the design of the ring We apologize for your continuing dissatisfaction in this manner David KResolution Specialist

(The consumer indicated he/she DID NOT accept the response from the business.)
Then why on my account did it show that it was interest free until November 2016?

Initial Business Response /* (1000, 5, 2015/11/12) */
November 12,
Dear Mr***:
We appreciate the opportunity to respond to your concerns regarding the replacement of your fiancée's solitaire diamondWe investigated your concerns and found the details of your complaint to the
accurateWe have policies and procedures in place to protect our customers' jewelry while it is in our possessionUnfortunately, issues can still occurOur company is currently investigating how this happenedAs you stated in your complaint, we have agreed to replace the solitaire diamond
We recognize the sentimental value of your special rings to you and understand you and your fiancée's distress in this matterWe print our policy of replacing lost merchandise with merchandise up to the customer stated value on every repair ticketAccording to our records, the stated value listed for the solitaire and enhancer on the repair slip is $2,Because you have not provided a receipt showing the purchase price of the solitaire was $4,or an appraisal, we are unable to increase the diamond replacement value to the price you have requested
According to our records, your fiancée has selected a ct certified diamond with E color and IclarityThe diamond is valued at $2,The diamond is currently being set into the mounting
We apologize for any inconvenience you and your fiancée have experienced in this matter
Sincerely,
Vicki C
Resolution Specialist
cc: Revdex.com
Initial Consumer Rebuttal /* (3000, 7, 2015/11/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would like to thank your for willingness to rectify this problemHowever my concern is that the ticket price on the diamond Amy chose was and the work ticket that went out had a total value of for both the enhancer and the solitaireI am a little confused at this time because we were give a different value by Farrah and Linda the store manager
Final Business Response /* (4000, 9, 2015/11/18) */
November 18,
Dear Mr***:
Thank you for contacting us regarding the replacement diamond your fiancée has selectedWe apologize for the error in our previous response when we quoted the wrong priceYou are correct; the retail price of the diamond is $5,We would like to assure you that the specifications of the diamond we provided were correctWe regret any confusion this caused
To reassure you that you are receiving a diamond valued at $5,899.00, we would like to offer to either reimburse you or pay for an appraisal with the certified appraiser of your choicePlease fax a receipt or invoice to (330) 670-We will either send you a check to reimburse you for the appraisal fee you paid or send a Visa gift card for amount of the needed to pay for the appraisal
Sincerely,
Vicki C
Resolution Specialist
cc: Revdex.com
Final Consumer Response /* (2000, 11, 2015/11/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We appreciate the fact that the company has tried to remedy the problem as quickly as possibleTo date we are satisfied with the response to the issue

October 23, *** *** Re: Revdex.com ID # *** Dear Ms*** We appreciate the opportunity to respond to your concerns regarding the service you received from our Fulton Street storeWe have forwarded your service concerns to the district
manager over the store and Design and Service Center that worked on your ringThey will investigate and address your concerns with those involved According to our records, your ring was sent to the home office repair shop to replace a missing diamond on October 22, When the ring returned from repair on February 20, 2017, you contacted the Customer Care Department because the diamond in the ring was a different clarity than remembered and the prongs were higher due to a new head placed on the ringThe store manager offered to evaluate the ring and either repair or exchange if the repair could not be done to your satisfactionWe received no further contact from you We appreciate the importance of wedding jewelry to our guests and understand your distress in this matterOur offer to repair or exchange is still open to youHowever, due to the length of time since the original matter, we will extend this offer for only the next daysPlease stop by the Fulton Street store before November 25, with a copy of this letter and give reference number to the store team members We apologize for the inconvenience you have experienced in this matter Sincerely, *** *** Resolution Specialist cc: Revdex.com

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and I guess I don't have much of a choice since my ring has already been sent to the vendorI am not happy with the resolutionI will say that I will never purchase another piece of jewelry from Kay JewelryThis is an unreasonable time for a repair to a loose stoneI have contacted other jewelry stores and they said that there is absolutely no reason it should take months to repair my ring

Initial Business Response /* (1000, 5, 2016/04/05) */
April 5,
*** ***
***
Dear Mr***:
Thank you for contacting us with your concerns regarding your watch and the service you received at the Eastland Mall storeWe have forwarded
your service complaint to the district manager over the storeShe will investigate further and take any needed remedial action with those involved to present a reoccurrence
We reviewed your complaint about your watch and found the details to be accurateWe would like to assure you that we have procedures to protect our guests' watches while we change batteries n our storeUnfortunately, human error can still occur
According to our records, your watch was sent for repair on March 11, Your watch returned to the store repaired and you picked it up on April 3,
We apologize for your dissatisfaction in this matter
Sincerely,
Vicki C***
Resolution Specialist
cc: Revdex.com
Initial Consumer Rebuttal /* (3000, 7, 2016/04/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This started on February My watch was supposed to be shipped off on February to get repairedI waited weeks with no response so I went to the store to check on it, and it was still there never been shipped offYes, it is understandable that human error can occur, but this was flat out unprofessional, disrespectful and endless counts of error with your companyI have never dealt with customer service with such low standards of basically doing their jobmonths of constantly calling your company and visiting your store just to get my merchandise back and to get it back and it's still NOT how I dropped it off is obsurdI have been in contact with Bulova and I am sending them the watch myselfI will pay out of pocket for repairs that was caused by Kay Jewelry
Final Consumer Response /* (4200, 11, 2016/04/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
That's the problem it was never sent to BulovaI have stated that plenty of timesI am sending it to Bulova because Sterling jewelers wouldn'tMy watch it still scratched and now you can tell where it was buffed so much that they buffed the gold offNo I'm not satisfiedMy watch is discontinued, and Sterling can't get another oneThey offered me $That can't even cover the gas it took me continously drive to your storeI will not be surprised if Bulova tells me that the damage can not be fixed
Final Business Response /* (4000, 13, 2016/04/20) */
April 20,
*** ***
***
Dear Mr***:
Thank you for contacting us again with your concerns about your watchWe are sorry for the confusionYour original complaint did not mention that the watch was not sent to BulovaHowever, after further research, we see that you are correct
Again please fax a copy of your receipt or invoice to *** and we will mail you a checkPlease note that we will need a detailed receipt that shows what work was done
We apologize for your continuing dissatisfaction in this matter
Sincerely,
Vicki C***
Resolution Specialist
cc: Revdex.com

July 1,
Dear Mrs***:
We appreciate the opportunity to respond to your concerns with the service you received from our company and your dissatisfaction with your necklaceWe have forwarded your service complaints to the district manager of the *** *** store and the supervisors of
the Guest Relations representatives mentionedThey will investigate further and take the remedial action need to prevent a reoccurrence with those involved
We would like to clarify that personalized merchandise is not returnableThis is information is given and must be agreed upon by the purchaser during the online order processWe regret that the chain on your necklace has brokenThe warranty purchased with the necklace provides a replacement if broken; it does not provide repair serviceAccording to our records, we have ordered new chain and pendant on June 20, In addition, Customer Care has activated a $gift card which will be at the store when you arrive to pick it up
We apologize for your dissatisfaction in this matter
Sincerely,
Vicki C
Resolution Specialist
cc: Revdex.com

February 1, *** *** ** *** *** *** NC Dear Mr***: We appreciate the opportunity to respond to your concerns with the credit account reporting under your nameWe 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 there was an issue with your wife using your account unauthorized as you have mentioned in your complaintAccording to our records, this was corrected and our Customer Care Department updated the recency on your account in December to show your payment was days late instead of daysWe would like to clarify that we do not report missing payments to the credit bureaus until two missed consecutive payments (or 60) Upon receipt of your complaint, we reviewed our trade lines on your credit historyYour account is not currently showing a past dueWe hope the above information clarifies matters and we apologize for any confusion in this matter Sincerely, Vicki CResolution Specialist

I am rejecting this response because:
I am not in the states nor will I be any time soonPlease make this rightThis is ridiculousSurely you can do something

*arch 1, *** *** *** *** *** *** Tucson, AZ Revdex.com Co*plaint ID: *** Dear *** *** Thank you for contacting us again to clarify your concerns As previously stated, your service concerns have been forwarded to the District *anager responsible for the store *entioned in your co*plaint; he will investigate and address your concerns further with those involved We appreciate that you have brought your concerns to our attention and we apologize for any inconvenience you experienced in this *atter Sincerely, *** *** Resolution Specialist cc: Revdex.com

Initial Business Response /* (1000, 5, 2015/06/08) */
June 8,
Dear Mr***:
Thank you for contacting us with your concerns regarding the quality of your wife's LeVian Opal ring and the service you received from the *** *** storeWe have forwarded your service complaints
to the district manager over the storeHe will investigate and take any remedial action needed with those involved in order to prevent a reoccurrence
We would like to clarify that once our jewelry looked at your wife's ring on March 28, and determined it needed to go to LeVian for repair, our store associates contacted you with this informationWe regret that we could not provide the length of time it would take LeVian to repair the ring and that no one followed up with you once that time period was known
We can understand how your frustration that your wife's ring lost a diamond so soon after it returned from repair has compounded with the service you receive from the store and caused you to want to return the ringPlease understand that our return period is thirty days from the date of purchase and we would not make an exception to return the ring in this circumstance
We would like to offer the option of an exchange for a different style ring of equal or greater valueIf you prefer not to work with the *** *** store, you can visit another Jared store in your areaPlease take a copy of this letter with you to the Jared store of your choiceIf you or the store associates have any questions, please call the Customer Care Department at *** with file number *** for assistance
We apologize for your dissatisfaction in this matter
Sincerely,
Vicki C
Resolution Specialist
cc: Revdex.com
Initial Consumer Rebuttal /* (3000, 7, 2015/06/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We stated in our desired resolution we want a refund due to the fact the product is defective regardless whether the ring is within the thirty days return periodWhen purchasing a ring no one expects the stones to fall out of a ring and this ring had several stones fall out on more than one occasionThe second time the ring was worn after only two daysThe ring has been worn less than days total since its purchase which is simply unacceptable
The option of an exchange for a different style might be an option only if we are guaranteed a refund if we run into a problem with stones falling out within a short period of timeIf we give you a second chance on a different product, I would hope that we would not have this same issueThere is additional concern about finding a substitute at the same priceI am sure you would be happy for us to spend more money on a greater value product but we have no intention of spending additional money in your store given our current experienceIs there an additional value that you are willing to cover at no charge on an exchange?
There are numerous reports of your company selling inferior product on the web as well as those we have witnessed in personWhile in the store discussing our issues with the store manager another customer was picking up a new ring that had also lost stones, not a good sign of product quality
As a reputable jeweler you must stand behind your product and it is apparent that you do not by the way we have been treated throughout this process
In addition, we called the number as advised by your letter and talked to a representative stating that I wanted to escalate this issueThe person handling my complaint had already left for the day and we were to expect a follphone call on the following day, June 10, which did not happenNo return calls, no message, nothingVery disappointing but not unexpected
Final Business Response /* (4000, 9, 2015/06/25) */
June 25,
Dear Mr***:
Thank you for contacting us with your additional concernsWe regret that the Customer Care representative did not forward your complaint to a supervisor as requestedWe have forward this service issue to her supervisor to be addressed with herIf you still would like to speak with a supervisor, please contact the Customer Care Department at the phone number previously provided and request a supervisor
As for your concerns about lost stones in the rings our company sells, please understand that gold is a soft metal and prongs can become bent or broken during wear activitiesLeVian Jewelry comes with its own manufacturer's warrantyFor the other jewelry we offer an Extended Service Plan which covers the workIt would not be in our company's best interest to sell inferior products while offering to cover repair work free of charge
We hope that you accept our offer to exchange your wife's LeVian ringHowever, the exchange will be a final saleIf issues arise with the new ring, this will be seen as a separate incident and a resolution would be offered based upon what occurred with the new ringWe would not be able to offer a refund solely because a new issue occurredIn addition, our store associates will work with you to assist you to find a new ring at the best price they can offerYou are not required to choose a more expensive ring if you prefer notHowever, the new ring should be at least the same purchase price of the LeVian ring
We apologize for your continuing dissatisfaction in this matter
Sincerely,
Vicki C
Resolution Specialist
cc: Revdex.com
Final Consumer Response /* (4200, 11, 2015/07/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As you stated gold is a soft metal and you are correct that the prongs can become bent or broken during wearBut wearing the ring for one day and to have a stone fall out is not "normal" as you are trying to claimNo one at the point of sales tells you that your rings are made gold which is soft metal that the stones may fall outIf this was the case why would anyone purchase your product?
My wife has a gold ring that for the last six years has NEVER had a stone fall out that she wears EVERY day even when she swimsAlso my mother-in-law has a gold and diamond ring for the last plus years and again "NO" stones have fallen outBoth have had numerous other rings in the past and have never had issues with stones falling out
While you state it's in your company's best interest not to sell inferior products it should also be in your company's best interest to make the customer happy, which we are notYour products are in fact inferior given the many examples on unhappy customers like:
*** of ***, ** on June 12, 2015...anniversary ring with birthstones that fell out
*** of ***, ** on June 6, 2015...attempting to have the ring repaired after stones fall out
*** of *** ***, ** on June 5, 2015...sterling silver Dolphin necklace where the stones fell out
There is example after example of this type of workmanship issues all over the web, too bad we didn't read these reviews prior to shopping at Jared
In your rebuttal, you want me to purchase an "Extended Service Plan" again preposterousWhy do we even need an extended service plan, I thought the Le Vian ring was guaranteed for life? That's what we were told
If you truly care about the customer like you claim then give us a full refundThat is the only solution that will satisfy us at this point since our previous offer of a refund if we had problems with a replacement ring are not a possibilityA ring should be able to be worn, not kept in a jewelry box to look at and it is obvious your products do not meet this criteria

Initial Business Response /* (1000, 5, 2015/06/23) */
June 23,
D*** P***
***
***
Dear MrP***:
Thank you for contacting us with your concerns regarding the diamond ring and the service you received at our Carlsbad and Irvine Spectrum storesWe
have forwarded your service complaints to the district managers over the storesThey will investigate and take any remedial action needed with those involved in order to prevent a reoccurrence
We investigated your complaint regarding the ring and found that you purchased a 14kt white gold round cut diamond solitaire ring on December 27, The solitaire diamond is .40ct with Iclarity and I colorThe clarity class of I stands for included and the rating of your diamond means that inclusions such as what your girlfriend noticed will be visible by the naked eye
We understand your distress that the special ring you purchased does not meet with your satisfactionBecause the diamond is not chipped or damaged, we are unable to replace itIn addition, according to the standards of our Diamond Guarantee, a replacement diamond would be the same clarity as the one purchasedWhile each diamond is unique, there would be no guarantee that the pattern of inclusions in another Iclarity diamond would meet with your request that the diamond doesn't look like it has a mark in it
As a gesture of good will, we are offering an exchange beyond our regular exchange policy for a different ringIf you prefer to select a ring with a higher clarity rating or more expensive, you would be responsible for the price differenceHowever, you will not be required to double the value of the new ring as you would during our trapolicyPlease take a copy of this letter with you to the store of your choice for the exchangeIf the store associates have any questions, please ask them to contact the Customer Care Department with file number for assistance
We apologize for your dissatisfaction in this matter
Sincerely,
V*** Copus
Resolution Specialist
cc: Revdex.com
Initial Consumer Rebuttal /* (2000, 7, 2015/06/27) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I am satisfied with the response, because I am able to exchange the ring which to me is just as good as getting another diamond for my girlfriend
Final Consumer Response /* (2000, 16, 2015/07/20) */
A*** at the Escondido Kay jewelers finally made everything right...The ring came in and she exchanged it out for me without any issues...thank you A*** and A***...I am extremely happy now and you can close my case..thank you Revdex.com

Initial Business Response /* (1000, 5, 2016/05/25) */
May 25,
Dear Mr***:
We appreciate the opportunity to response to your concerns with your refund and your credit accountWe have forwarded your service concerns to the district manager over the store and the supervisor of the
Customer Care representative with whom you workedThey will investigate further and take the remedial action needed in order to prevent a reoccurrence
As stated in your complaint, the store you were working with to create a custom ring closed and the store who took over for them did not have your informationWe regret that this occurred and caused you distress
According to our records, the loose diamond you purchased was refunded from your account on May 12, The custom ring was refunded on May 23, Your account balance is currently zero
We apologize for the frustration you have experienced in this matter
Sincerely,
Vicki C
Resolution Specialist
cc: Revdex.com

November 17, Dear Ms***: Thank you for contacting us again with your concerns about your wedding ringWe would like to clarify that diamonds have a property known as cleavage which means that they can break in certain crystal directions upon impactThis property is a natural characteristic of diamonds and is not considered a defect Your request for a refund has been reviewed by company management and deniedWhile your damaged ring was brought back for repair shortly after purchase, you did not request a refund until after the return period had expiredThe case specialist that you and your fiancé have been working with has arranged for your concerns to be handled at a different store as you requested and is working to transfer a diamond to that store that meets the specifications you have requested We apologize for your continuing dissatisfaction in this matter Sincerely, Vicki CResolution Specialist cc: Revdex.com

Initial Business Response /* (1000, 12, 2015/11/04) */
November 4,
Dear *** ***:
Thank you for contacting us with your concerns regarding your watch and the service you received at the *** Mall storeWe have forwarded your service complaints to the district manager over the
storeHe will investigate and take the remedial action needed with those involved to prevent a reoccurrence
We would like to clarify that the Ultimate Watch Plan (UWP) you purchased on your watch does not allow for exchanges any time a watch breaksIt is a repair warranty that covers both mechanical and cosmetic defects unlike most manufacturers' warrantiesIf the watch cannot be repaired, a voucher for the purchase amount of the watch is issues towards the purchase of a new watch
According to our records, your watch returned from repair but continued to have issuesAn exchange for a different watch took place on October 17, as you requested
We apologize for your dissatisfaction in this matter
Sincerely,
Vicki C
Resolution Specialist
cc: Revdex.com

I am rejecting this response because: I was told that the battery replacements would be accessible via computer databaseI do not have all of them, and my number has changed since the purchase of the majority of them.I'd like to have a link that works provided, and a better resolution The gift card offer could be higher, to help offset the investment that I have made now that it is not being honored

Initial Business Response /* (1000, 5, 2016/03/31) */
March 31,
*** ***
***
Dear Ms***:
We appreciate the opportunity to respond to your concerns regarding your gold chainWe investigated your complaint regarding your engagement ring and
found the following
On December 18, 2013, you purchased a 10kt yellow gold inch gold chain
On March 19, 2015, you brought the chain to our store for repair due to a breakBecause you had not purchased the Extended Service Plan in 2013, our store team members gave you the opportunity to purchase it as a customer serviceTypically, this service plan is only available for up to one year after purchase
One day after the chain was pick up at the store, it broke againOn April 3, 2015, the chain was sent back to our repair shopIt returned to the store repaired on April 9,
On April 13, 2015, we sent the chain back to the repair shop with the notation that the chain had many weak spotsAt this time, our jewelers determined the chain could not be repaired
We recognize the importance of the chain you purchased as a gift for your mother and understand your distress that it could not be repairedGold is a soft metal, and gold necklaces can stretch and become worn over timeA benefit of purchasing the Extended Service Plan is the opportunity to receive replacement merchandise if we still carry it or receive an exchange if the item is determined un-repairableWe are sorry to hear that you are having difficulty in selecting a new chainWe no longer carry the same necklace you purchased in However, you can view chains online at www.kay.com or in the special order books in our stores to see more chains than what is available in our stores
Our return policy is sixty days from the date of purchaseWhile we are not able to honor your request for a refund, we will include the price of your Extended Service Plan into the exchange credit for a total credit of $You may also decide to exchange the necklace for different merchandise, such as a bracelet or watch, if you are unable to find a necklace you like
We apologize for your dissatisfaction in this matter
Sincerely,
Vicki C***
Resolution Specialist
cc: Revdex.com
Initial Consumer Rebuttal /* (3000, 7, 2016/04/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In the first paragraph, what does "We investigated your complaint regarding your engagement ring and found the following." mean? The issue was with a gold chain, which they did refer to later in their letter
The Extended Service Agreement was an option offered to me by the salesperson at Kay Jewelers, MsSusan K***The cost to repair the chain was comparable to purchasing the Extended Service Plan - I chose to purchase the planThese options (the cost to repair the chain and the cost to purchase the Extended Service Plan) were presented to me by MsK***She went on further to indicate that by purchasing the Plan, the chain would be covered for any future repairsTherefore, logically it made sense to purchase the Plan over a one-time repair
The chain broke the SAME DAY that I picked it up from the store, after the initial repairI called the store immediately and indicated that I would be back to the store the next day to drop it off for repair - againThe jeweler decided that the chain could not be repaired; therefore, Kay Jewelers was unable to perform their duties according to the Extended Service PlanI requested another new chain - they indicated that they no longer carried that chainOf course, they did not carry the chain any longer - after speaking with customer service, it was explained to me that the cut of the chain was of poor quality and if broken at some point, as was my situation, it was "un-repairable"
Further, I was told that the credit available to me to purchase another chain was the initial cost of the chain, not including the cost of the Extended Service Plan, and that I needed to purchase another plan for the new item; therefore, the money that I spent for the Plan was lostI looked in the store for a comparable chain - none were even close to the same quality AND all 20" chains that I looked at would have resulted in my paying more money for a new chainI even went to the store during sale days, nothing comparable to the original chain AND all chains would have resulted in a balance due
I demanded all monies that I paid for the chain and the Extended Service Plan be refundedKay Jewelers refusedI called the customer service center as instructed by MsK***I spoke with Chris, who indicated that a refund was not an option
Their "return policy" of days from the date of purchase does NOT apply to this situationHow does Kay Jewelers reconcile that I, the customer, am out $ and I do not have a 20" chain nor an Extended Service Plan? Further, they cannot stand by their own product and repair itI spent $ for a plan that they could not perform their end of the agreement and now I am left with nothing? This is an example of a harsh, very poor business practice - and I will never purchase an item from this retailer again
I am DEMANDING a full refund of $
*** ** ***
Final Consumer Response /* (4200, 11, 2016/04/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The company's failure to fulfill their obligation to repair the gold chain in accordance with rhe extended service plan that I purchased AND the fact that they will not replace the chain because they no longer carry it in stockFor these reasons, I demand a full refund of $
Final Business Response /* (4000, 13, 2016/04/22) */
April 22,
*** ***
***
Dear Ms***:
Thank you for contacting us againWe apologize for your continuing dissatisfactionYour rebuttal does not contain new information, which would cause us to reconsider our positionWe do not make exceptions to our sixty-day return policy under these circumstances
Sincerely,
Vicki C***
Resolution Specialist
cc: Revdex.com

Tell us why hereFebruary 5, 2018 Re: Revdex.com complaint # *** Dear Mr*** Thank you for contacting us with your concerns about your order and refund Unfortunately, we are not able to locate the purchase you describe under the name and address you provided.
In order to fully investigate, we would need more information including the name (brand) of the store, receipt information if available, and if the purchase was under a name other than your own, please provide that as well. We apologize for your dissatisfaction in this matter. *** ***Resolution Specialist