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Initial Complaint
01/23/2025
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
on 12/16/24 I went to Jareds to purchase a specific pair of errrings that they advertised. Told they diddn't have them, but could order online. Promised delivery before Christmas. Never delivered. On 12/27/24 I filed a claim. On 1/10/25 I got an email stating I would get a refund within 5-7 days. No call, no options, no offer to replace. Now its 1/23/25 and still no refund or contact of any kind.
Business response
01/29/2025
January 28, 2025

***** ***** ***** ***** ** ****** ** ***** *** *** **** ********

Dear *****,

We appreciate the opportunity to respond to your concerns regarding your online order refund and the disappointing service you received from our company. We apologize for your dissatisfaction in this matter. We welcome your feedback about your experience and will work to improve how these types of issues are handled in the future.
According to our records, we refunded $180.63 to your credit card on January 10, 2025. The usual time for credits to appear on credit account is five to seven days depending upon the time frame of your bank. We have attached a copy of your refund receipt. If you have not yet received your refund, please submit a dispute with your credit card and provide your receipt to them as proof of the refund.
We apologize for the inconvenience you experienced in this matter and hope you will allow us to provide you with the service you deserve in the future.

Sincerely,

***** *****
Customer Connection Center

cc: Better Business Bureau
Customer response
01/29/2025
I am rejecting this response because: They are claiming that they gave me a credit on 1/10/25. But I have not received any credit. I spoke to a customer service agent again today, asking why they sent me an email 1/10/25 stating that it would take 5-7 days for me to receive the credit. Her response was that it can take up to 14 days for me to receive credit. Today is 19 days later and I still do not have a credit. Jared made promises to deliver on 12/19/24, and to refund by 1/17/25. And they have broken every promise.

Business response
02/03/2025
February 3, 2025

***** ***** ***** ***** ** ****** ** ***** *** *** **** ********

Dear *****,

We appreciate the opportunity to respond to your further concerns regarding your online order refund and the disappointing service you received from our company.
As previously stated, and documented on the attached receipt, we processed your refund on January 10, 2025. We do not have control over how long banks can take to post credits to their accounts. Please contact your credit card company or bank to find out why your credit has not yet posted.
We apologize for your continuing dissatisfaction.

Sincerely,
***** *****
Customer Connection Center

cc: Better Business Bureau
Customer response
02/04/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Initial Complaint
01/11/2025
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On 12/5/20, I purchased a bridal set (*** *********) for $2,699.99 and a band (*** *********) for $1,472.85. On 11/10/2021, I purchased an additional band (*** *********) for $1,467.35. I’ve had multiple repairs due to missing diamonds with very limited communication from the store manager and district manager. Refund requested, the business has not resolved issue for over 4 months now. Ring is still missing diamonds. They have ignored my concerns and refused to send my ring out for repair AGAIN.
Business response
01/17/2025

January 17, 2025

********* ****** *** ********** ** ********* ** **********

RE: BBB Case ********

Dear *********,

We appreciate the opportunity to respond to your concerns regarding your bridal sets and the disappointing service you received from our company. We understand the importance of your wedding jewelry and your distress with the number of repairs. We have forwarded your service concerns with communication to the district manager responsible for the *** ******* store to address with the team members involved. We welcome your feedback about your experience and will work to improve how these types of issues are handled in the future.
We reviewed your purchase and repair history for your wedding sets. According to the information we obtained, you prefer to wear your rings unsoldered which is causing them to rub together and cause diamonds to fall out. It is certainly your right to wear your rings unsoldered if you wish. However, we cannot guarantee that more issues will not occur in the future.
Because your rings are beyond our return period and not eligible for a refund, we cannot honor your request for a refund. We have offered to work with you find a ring style that you like that you can wear unsoldered for an exchange.
We apologize for the inconvenience you experienced in this matter and hope you will allow us to provide you with the service you deserve in the future.

Sincerely,

***** *****
Customer Connection Center
Customer response
01/21/2025
I am rejecting this response because:
Kay Jewlers has failed me countless times in the last four months, by two different stores and the customer care team. In fact, when another diamond fell out on or about 12/19/24, the store refused to send my ring out for repair. How can I trust Kay when they are not following up as requested, refusing to handle my repairs under warranty and dismissing my every concern? Can they guarantee me a new ring will NOT lose any stones? The simple answer is no as my **** **** ring also has had stones fall out. The quality and attention to detail are not meeting expectations. This particular ring set in question is going to keep having diamonds fall out, per the store manager and customer care team. Although my ring is apparently “beyond the return date,” there has to be exceptions considering all the facts given.
What about the earrings I was forced into that everyone has agreed was done incorrectly and unjust?

Business response
01/29/2025

January 29, 2025

********* ****** *** ********** ** ********* ** **********
RE: BBB Case ********

Dear *********,

We appreciate the opportunity to respond to your further concerns regarding your bridal sets and the disappointing service you received from our company.
Please understand that gold is a soft metal. We cannot guarantee that you will never lose another diamond from your wedding sets. We can give recommendations that will reduce the potential for diamonds coming loose, such as soldering your rings together to prevent them from rubbing together during wear. In addition, we offer Extended Service Agreements and a Diamond Guarantee to repair your rings free of charge provided your diamond inspections are kept up to date and any repair work needed is from normal wear and tear.
Regarding your earrings, they were included in the offer to exchange for other merchandise that was given to you by the case specialist you were working with. We understand that a suitable ring was found for the exchange, but you requested a refund for the earrings instead.
Your request for an exception to our return policy for your rings and earrings was reviewed by management, and it was decided that we cannot honor your request. The option for an exchange is still open to you.
We apologize for you continuing dissatisfaction in this matter.
Sincerely,

***** *****
Customer Connection Center
Initial Complaint
01/11/2025
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Saw an engagement ring online ar Kay's Jewelry Outlet on around December 30, 2024. The ring was preowned. After taking my order the jewelry outlet informed me this item was not in its inventory and basically said it would be delayed indefinitely. No timetable for delivery. I was contacted around January 5, 2024 that Kay's would request one of its department to investigate or at least consider investigating the unavailable ring. Kay's falsely advertised this preowned ring for purchase knowing this ring was not in stock and is hinting at offering me a comparable replacement. I asked to cancel this order and was denied. I have since purchased another ring directly from an in-store Kay's Jewelry in Raymore, MO. I refuse to take receipt of any merchandise being forced on me due to this non cancellation policy of Kay's Jewelry Outlet. I want this order canceled due to false and deceptive advertisement.
Business response
01/15/2025
January 15, 2025

****** ******** *** **** * **** *** ****** ***** ** ***** *** *** **** *******

Dear ******,

We appreciate the opportunity to respond to your concerns regarding your online order and the disappointing service you received from our company. We apologize for your dissatisfaction in this matter. We welcome your feedback about your experience and will work to improve how these types of issues are handled in the future.
We would like to clarify that online orders can only be cancelled with the first hour of being placed. Your ring has shipped and is expected to be delivered on January 16, 2025. You can refuse the package to have it return to sender for a refund or take the ring to the store nearest you for a refund. You can also go to ************************************** to print out a free return shipping label to return your order.

We apologize for the inconvenience you experienced in this matter and hope you will allow us to provide you with the service you deserve in the future.

Sincerely,

***** *****
Customer Connection Center

cc: Better Business Bureau
Customer response
01/16/2025
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Initial Complaint
01/11/2025
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
on 1.4.25 i placed an order for 2 rings at ********* i get an email a few days later that one of the rings was canceled, because out of stock. I click on the link and it still shows in stock (but $300 more). I then chatted with kays, they assured me that the ring is out of stock and they will make sure that it says that online. 4 days later i chat with Kays again, first they person says they are from Jared (not Kays) they then automaticly transfer me to someone else, they begin to talk in a a different language (not english) then i was transfed again and again.. to nothing I have the transcript to show they just kept transfering me and never giving me an answer
Business response
01/15/2025
January 14, 2025
**** ******* **** ***** ** ** ******** ** ***** *** *** **** ********

Dear ****,

Thank you for We appreciate the opportunity to respond to your concerns regarding your online order and the disappointing service you received from our company. We apologize for your dissatisfaction with our chat team. We have forwarded your service concerns to management of the Customer Connection Center to address with our team members involved. We welcome your feedback about your experience and will work to improve how these types of issues are handled in the future.
We regret that the Leo Diamond anniversary band you ordered was cancelled. Your Kay account was refunded for the order. The ring is a clearance item, and quantity is limited. If you would still like the ring, please attempt a new order. Then either attach your new order number to your BBB complaint or email it to me directly at ********************************* and we will credit the price difference to you.
We apologize for the inconvenience you experienced in this matter and hope you will allow us to provide you with the service you deserve in the future.

Sincerely,
***** *****
Customer Connection Center

cc: Better Business Bureau
Initial Complaint
01/09/2025
Complaint Type:
Delivery Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
The transaction took place on 12/16/2024. The amount was $1530. I have been contacting this company since 12/20 asking about my order and I was promised over and over again a call or email from the ecommerce department and never received a call or email. My order arrived 4 days past the promised date, damaged and wrapped poorly. I reached out again the next day when I opened the package and noticed the damage, I was given a case number ******** regarding the damage and that someone would be in contact with me. I have contacted them twice more and I keep being told it will be 5-7 days more every time I contact them and I want my money back or this issue resolved asap
Business response
01/13/2025
January 13, 2025

******* ****** ** ******* ** ** **** ********** ** ***** *** *** **** ********

Dear *******,

We appreciate the opportunity to respond to your concerns regarding your online order and the disappointing service you received from our company. We apologize for the condition your order arrived in. We have forwarded your service concerns to the management of the ecommerce section of the Customer Connection Center to address with the team members involved. We welcome your feedback about your experience and will work to improve how these types of issues are handled in the future.
According to our records, a member of our ecommerce area reached out to you by email on January 10th. She asked that you stop by the store nearest you to either return the ring or we can repair the scratch and smudge you reported to have found on the ring free of charge. In addition, she offered a 15% discount off your order.
We apologize for the inconvenience you experienced in this matter and hope you will allow us to provide you with the service you deserve in the future.

Sincerely,
***** *****
Customer Connection Center

cc: Better Business Bureau
Customer response
01/15/2025
I am rejecting this response because: It is not sufficient enough. The price of this item and the awful responses I received since December 20th with awful communication, 15% off is not enough!

Business response
01/21/2025
January 17, 2025

******* ****** ** ******* ** ** **** ********** ** ***** *** *** **** ********

Dear *******,

We appreciate the opportunity to respond to your further concerns regarding your online order and the disappointing service you received from our company. We apologize for your continuing dissatisfaction in this matter.

We believe that the $180.00 credit applied to your order is adequate compensation in this situation.

Sincerely,

***** *****
Customer Connection Center
Customer response
01/27/2025
This company needs to resolve communication issues with their buyers and ecommerce department. It is atrocious for people to spend their hard earned money for them to be treated that way at any time.
Initial Complaint
01/08/2025
Complaint Type:
Sales and Advertising Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I purchased a ring from Zales since Thanksgiving. I called and canceled the order. The order was refunded to my card, a month after on 12/21 I received an email saying that my order is on the way and the money was charged back to my card and the ring was sent. I returned the ring to sender, Zales received the ring since 12/27 and they keep giving me the runaround for my refund. This is an unauthorized purchase. They keep saying they gave me a case number and they will review for my refund when they have the item and my money. They had it for several weeks.
Business response
01/22/2025
January 22, 2025

***** ****** **** ******** *** ** ********* ** *****

Re: Case # ********

Dear ***** ******,

We appreciate the opportunity to respond to your concerns regarding your online order refund. I am very sorry to hear of your dissatisfaction.

I researched your concerns and see your order was submitted December 1, 2024. Our records indicate you contacted us December 3, 2024 to request cancellation of the order. Although the associate did submit the cancellation request to our e-commerce team, you were informed that did not guarantee the order could still be cancelled. You were told if you received the order you could return it for a full refund.

Because you refused delivery of the order, it was returned to us and received on December 27, 2024. Unfortunately, during the busy holiday season returns / refunds take a bit longer as they are processed in the order in which they are received.

Our records indicate your order was refunded January 16, 2025 and a credit in the amount of $5003.55 was applied to your original form of payment.

I apologize for the inconvenience this has caused.

Sincerely,

***** *******
Specialist, Customer Connection Center
Initial Complaint
01/07/2025
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
To Whom it may concern,This letter is to inform you that I recently received a copy of my credit report that your company publishes and after reviewing it I found a number of items on the report that are inaccurate. The accounts in question are listed below. Please send me copies of the documents that you have in your files as of this date that you used to verify the accuracy of the accounts listed below.CCB/ZALES **** ** **************** BAL. $0.00Under the Fair Credit Reporting Act, 15 U.S.C. § 1681g I have the right to demand that you disclose to me all of the documents that you have recorded and retained in your file at the time of this request concerning the accounts that you are reporting in my credit report. Please don’t respond to my request by saying that these accounts have been verified. Send me copies of the documents that you have in your files that were used to verify them. If you do not have any documentation in your files to verify the accuracy of these disputed accounts then please delete them immediately as required under Section 611(a)(5)(A)(i). By publishing these inaccurate and unverified items on my credit report and distributing them to 3rd parties you are damaging my reputation and credit worthiness.
Business response
01/08/2025
January 7, 2025

******* ***** ******** *** ***** *** * ******** ****** ** *****

*** **** * ********

Dear ******* ***** *********

We appreciate the opportunity to respond to your concerns regarding your Zales credit account. I apologize for your experience.

Please be advised, Zales credit accounts are managed by a third-party financial institution; therefore, we do not have control of or access to your account.

For questions or concerns regarding your credit account, please contact your credit provider directly. According to the documentation you included, your credit provider is Comenity Capital Bank. They can be reached at: ***************

I apologize for your any inconvenience this has caused.

Sincerely,

***** *******
Specialist, Customer Connection Center
Initial Complaint
01/06/2025
Complaint Type:
Product Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Order #************** Total: $901.49 Banter only refunded $300.50 Order placed on July 18th, 2024 Basically, I made an order with Banter, in which I ordered 4 items. Two of the items, one of the chains and one of the bracelets were incorrect items, in which I was instructed by Banter to return them for a FULL REFUND. However, although Banter in their email confirmed that they had received all of my items, they only refunded me $300.50. They did not refund me the remaining amount of $600.99. Even in the return email confirming they had received all of my items, they were only trying to refund me $828.00, not refunding me for my shipping, when they did not even send me the correct items. I fully returned this order and all of the items that I received (both correct and the incorrect items sent). Upon not receiving the remainder of my refund, which I attached the chat of this, I reached out to them on Aug 13, in which I was told this would be resolved. On Aug 19th, Banter reached out over the telephone and said that they would refund me the remaining amount. To this day, I have not received the remainder of my refund. Attached, is proof of the return tracking, their prepaid label and proof that my return reached them, as well as proof it was received and processed from their email/website. The items sent to me were wrong. Banter instructed me to send the 2 wrong items back, acknowledging this and seeing the return request, as well. I just want to receive the remaining $600.99 of my refund and I have provided proof of everything (return tracking, return confirmation (both UPS and Banter) and the chat in which I inquired about this. Banter needs to take responsibility for sending the wrong items. Only 300.50 was refunded out of $901.49. I returned the ENTIRE order. I am being told that two of the items that I sent back were not correct. HOWEVER, that is because I was sent two of the wrong items, which is clear in everything that I have attached.
Business response
01/15/2025
January 15, 2025

******* ***** ** ***** *** **** * ********

Dear ******* *****,

We appreciate the opportunity to respond to your concerns regarding your online order. I am very sorry to hear of your dissatisfaction.

I researched your concerns and see your order was submitted July 8, 2024 for two each of item numbers ******** & ********. You returned your order on July 18, 2024; however, we were unable to refund you for all four items.

I see a case was opened and an investigation was completed. It was confirmed that all four items packaged were the correct items; however, two of the items you returned to us are not items that we carry or sell. Therefore, those two items could not have been shipped to you by our company.

The e-commerce notes indicate the two incorrect items were shipped back to you and the two that were shipped by our company were refunded.

I apologize for your dissatisfaction and the inconvenience this has caused.

Sincerely,

***** *******
Specialist, Customer Connection Center
Customer response
01/15/2025
good afternoon,

no, that is incorrect. The items that I had shipped back were items that you carry. I reiterated this to the supervisors that I had spoken with. Also, to note, I never received any items back from you. Everything that I sent back was exactly what I had received. I’ve attached endless proof of me explaining this and doing exactly as instructed. I did not receive anything back, I sent back exactly what your company had sent me and I’m still due the remainder of my refund, as I haven’t received the correct items. I cannot control if I was sent the wrong items and what those wrong items were. Even in the return description, I explained everything. Whether I was refunded or rightfully sent what I did not receive (that would’ve been fine). Unfortunately, that was not the case. This is beyond concerning and I just want this to be rightfully resolved

Business response
01/23/2025
January 23, 2025

******* *****
** ***** *** **** * ********

Dear ******* *****,

We appreciate the opportunity to continue to respond to your concerns regarding your online order.

I furthered my investigation and discussed your concerns with a senior member of our e-commerce team. I was told that the two incorrect items were shipped back to you twice: August 5, 2024 and again on August 23, 2024.

After the first return, you shipped the items back to us. A very thorough investigation was completed that included several people and departments, all of which agree that the items you sent to us are not items that we sell. Additionally, the vendor was contacted to see if they have ever made or sold these items. They also told us the items were not ones that they have ever produced or sold.

Neither of the items had a metal or manufacturer’s stamp. All of the merchandise we sell have these stamps.

I am sorry if you did not receive the two items back. UPS only keeps tracking information for 120 days so there is no way for us to request a trace after this amount of time.

The resolution will not be overturned. We have confirmed that all four items shipped to you were correct and that two of the items you sent back to us were not what was shipped to you.

Once again, I apologize for your dissatisfaction and the inconvenience this has caused.

Sincerely,

***** *******
Specialist, Customer Connection Center
Initial Complaint
01/03/2025
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On 10/17/24, I took my husband and I's wedding rings and my band into Zales in McDonough, GA to be inspected and have our rings sent off for Rhodium plating. The associate, *****, kept trying to persuade me from getting my rings repaired. I asked him why he was being rude to me. He told me that " he is grown and can say whatever he wants and act however he wants to." I told him I no longer wanted him to help me. ***** became irate and stomped away into the back office. Then, he stormed out of the back office and out of the front door. An associate, *******, assisted me afterwards. On 10/25/24, ******* called me to say that rings were ready for pick up. On 10/26/24. I went to pick up my rings and noticed that one of the diamonds on my wedding band was very dull in comparison to the other diamonds. ******* advised that maybe the stone had been replaced on a different repair and was lower in clarity than my other diamonds. She sent it off for repair to have the diamond replaced. On 11/8/24, I received a call from ******* stating that my ring had been stolen in transition of the repair. She said she would follow up with me about replacing my ring. On 11/25/24, I went to the store to check on my ring replacement. ******* advised me that she had meant to call me to ask me about my ring size, but she had forgotten to. She took my ring size and said she would order the ring. I called the corporate customer service to file a complaint. The representative said that my case had already been escalated and that a replacement for my ring would be ordered. She stated that she would ask the representative on my case to call me. I never received a phone call. On 01/02/25, ******* called me to advise me that my replacement ring had been delivered, but it was the wrong size, She personally determined my ring size in person on 11/25/24. She stated that my original ring was discontinued and the manufacturer must have just sent the ring as is. She is sending it to be resized.
Business response
01/16/2025
January 16, 2025

******* ***** ********** *** *********** *** ********** ** *****

Re: Case # *******

Dear ******* ***** **********,

We appreciate the opportunity to respond to your concerns regarding your ring repair and the service you have received. We appreciate you taking the time to inform us of your experience.

Please accept my sincere apologies for the difficulties you have experienced. At Zales it is our aim to provide exceptional customer service every time, and I’m very sorry that we fell short and did not achieve that for you.

A copy of your complaint has been forwarded to the appropriate managers who will review and address your service concerns.

I am very sorry to hear that your ring was lost in transit. I located the notes from your call and see my associate Robyn has contacted you. She asked me to apologize to you on her behalf. She was under the impression that ******* had been keeping you updated.

According to ******* notes, your new ring arrived at the store and is ready for pick-up. She will discuss your request for additional compensation once you have pick-up your ring.

Please be advised, your ring has been discontinued. In these cases, the manufacturer can only send the stock size 7 unless they have the size needed still in stock.

I apologize for your experience, dissatisfaction, and the inconvenience this has caused.

Sincerely,

***** *******
Specialist, Customer Connection Center
Initial Complaint
01/02/2025
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Movado crown fell off after a couple of uses. Service request #******** (***** ** *** ********* **). In June 2024, I purchased a Movado watch from Zales online (Order #**************). I only used this watch for special occasions, just a couple of times. In November, the crown fell off, so I called customer service, and they informed me that repairs should be covered under warranty and advised me to take the watch to a Zales store. After taking the watch to the ********** ** store, I was told that crowns are not covered by the warranty and that I would have to pay for the repair. The watch was sent for repair on November 6—almost two months ago—and I still have not received any updates about when it will be ready or how much I will be charged. This is incredibly disappointing. This watch is supposed to be of high quality, and the crown should not have fallen off after only a couple of uses. On top of that, the company expects me to pay for the repair, which is completely unacceptable.
Business response
01/13/2025
January 8, 2025

******* ***** ** ****** **** ** ******* ** ***** *** *** **** ********

Dear *******,

We appreciate the opportunity to respond to your concerns regarding your Movado timepiece and the disappointing service you received from our company. We have forwarded your service concerns to the district manager responsible for the Woodlands store to address with the store team members involved. We welcome your feedback about your experience and will work to improve how these types of issues are handled in the future.
According to our records, your online purchase and watch repair were through Jared Jewelers. The store manager at the Woodlands store informed us that he spoke with you recently to notify you that there will be no charge to repair your watch.
We apologize for the inconvenience you experienced in this matter and hope you will allow us to provide you with the service you deserve in the future.

Sincerely,
***** *****
Customer Connection Center

cc: Better Business Bureau
Customer response
01/13/2025
I am rejecting this response because the business reached out to inform they will repair the watch but I’m still waiting for the repair to be completed. As if today (two months), I’m still waiting for my watch to be fixed.

Business response
01/15/2025
January 15, 2025

******* ***** ** ****** **** ** ******* ** ***** *** *** **** ********

Dear *******,

We appreciate the opportunity to respond to your further concerns regarding your Movado timepiece and the disappointing service you received from our company.
Your watch was initially sent to a watch repair shop to see if the work needed would be covered under warranty. When it was determined it was not, the watch was returned to our store. Our store manager sent your watch back to a watch repair shop to have the work completed once it was decided the store would cover the repair free of charge. According to our records, your watch is expected to be repaired and back at the store by approximately February 26, 2025.
We apologize for your continuing dissatisfaction in this matter.

Sincerely,

***** *****
Customer Connection Center

cc: Better Business Bureau

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