Complaints

• Initial Complaint

  02/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchase date 12/7/2021 Kay Jewelry Four Season Mall Greensboro NC. Store #**** Ticket #***** Order #**************. I returned to the store on 2/19/22 at 3pm due to the ring was turning colors and tarnishing after 3 month. This was suppose to be sterling silver not polished ,staff told me that sterling will turn if it get wet and not to wear it all the time. This ring not is sterling silver, fine silver is 99.9% pure silver " their no .925 stamp inside the ring band". They advertise the finest silver and not disclosing not to get it wet. I was told it was to late for a refund but they will send it out to be dip and polish. If this was real sterling silver it doesn't need re-dipping. This was the first time since we were married 2 years ago my husband was able to save a purchase me a wedding ring. This was heart breaking when the staff told me , you shouldn't wear it all the time and not to get it wet and suggested he purchases white gold. I wear sterling silver bracelets and other rings purchases Pandora and other company and not once has any of my sterling silver has turned.

  

  Business response

  03/04/2022

  March 4, 2022
  
  ****** ******** *** *** ****** ***** ************ ** *****
  
  BBB # ********
  
  Dear *** ********:
  
  We appreciate the opportunity to respond to your concerns regarding your sterling silver wedding ring and the service you received from our company. We apologize for your dissatisfaction with your ring. We welcome your feedback about your experience and will work to improve how these types of issues are handled for future customers.
  
  We would like to clarify that according to our records, your ring is sterling silver which means it is 92.5% silver and 7.5% other metals by weight. It should have a .925 stamp inside the shank. However, this stamp may not show if the ring was sized. The online web page for the ring states that the ring is electroplated with rhodium or finished with an e-coating and that these finishes may wear off with frequent use. Refinishing the ring is covered under the service plan purchased with the ring.
  
  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

  02/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In December of 2021, the single diamond on my engagement ring fell off while at the airport returning home from vacation. When we arrived home, we went to our local store to report it. The representative assisting us told us that, unfortunately, our warranty was void because we did not have an inspection done within the last six months. Understandable. Days later, a different representative contacted my husband to let him know that they made a mistake and we actually did have warranty. He said we can drop off the ring to get the diamond replaced, free of charge. We dropped off the ring and it was shipped off to the mainland. Another few days went by and we received another call from a representative telling us that the replacement was actually going to cost us $1400.00. We did some research and realized that we did bring our ring in back on 08/01/21. We remember this because 1) it’s my birth date and 2) I had a weird looking dot on my diamond that I wanted to get checked out. BUT because the employee did not document it, it’s apparently our fault and we have to pay the price??? 100% not our fault. An employee was not doing their job and the other employee gave us false information. I was given the option of $300 off or I can call customer care. Spoke with customer care who said if I can get store footage of us coming in on 08/01, they will honor the warranty. Not surprised, my local store only has footage from the last 30 days????? They did not offer to help me after that and said I need to work it out on my own with customer care. They completely made me feel like it was my fault! The representative also told me that the employee that gave us the wrong info was actually a seasonal hire only there to greet customers and not properly trained??? THEN WHY ARE THEY HELPING CUSTOMERS WITH WARRANTY. THIS STORE IS RIDICULOUS!

  

  Business response

  02/25/2022

  February 25, 2022
  
  **** ******* **** *** ** ****** ** *****
  
  BBB # ********
  
  Dear **** *******
  
  We appreciate the opportunity to respond to your concerns regarding your engagement ring and the service you received from our store.
  
  We were unable to locate a purchase or repairs under your name. If you could please provide the name of the purchaser as it is spelled on the purchase receipt or repair ticket, we can full investigate your concern.
  
  Thank you for your assistance.
  
  Sincerely,
  
  
  ***** *****

  Customer Connection Center
  
  cc:       Better Business Bureau

  Customer response

  02/25/2022

  The purchaser of the ring is ****** ******, phone number ************ or ************, address is **** *** ** ***** ** *****, email is ************************, the store the ring was purchased at is ****** ********* ******* *** **** ****** ** *****.

  

  Business response

  03/10/2022

  March 10, 2022
  
  **** ******* **** *** ** ****** ** *****
  
  BBB # ********
  
  Dear **** *******:
  
  Thank you for the information you provided. We appreciate the opportunity to respond to your concerns regarding your engagement ring and the service you received from our company. We understand the importance of your engagement ring and your distress with what occurred. We forwarded your concerns to the district managers responsible for the Lihue 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 for future customers.
  
  Upon investigating your concerns, the district manager has agreed to replace the diamond in your engagement ring free of charge. Your ring was sent back to our repair shop to begin the diamond replacement process on March 7, 2022.
  
  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

  03/10/2022

   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

  02/17/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  2/12/2022 I purchased item ******** 1/2 caret pear shaped diamond ring - I received a package with no ring inside - I immediately called Zales and was advised they would open a case for me #******** . today I received an email indicating that there warehouse said the ring was not there. I attempted to call again per the email; no resolve

  

  Business response

  03/04/2022

  March 1, 2022
  
  
  
  ******* ******* *** ****** *** ********** ** *****
  
  Re: Case # ********
  
  
  
  Dear ******* *******,
  
  We appreciate the opportunity to respond to your concerns regarding your online order.
  
  I am very sorry to hear you received an empty box. I researched your concerns and an investigation was performed.
  
  Every order that ships from our facilities is videotaped. The video confirms the ring was placed in the box and properly packaged for shipping. Your order left our facility on February 7, 2022, which is the same day it was prepared for shipping.
  
  If you received an empty box, please contact *** regarding this matter.
  
  I apologize for your experience and the inconvenience this has caused.
  
  
  Sincerely,
  
  ***** *******
  Specialist, Customer Connection Center

  Customer response

  03/05/2022

  I am rejecting this response because:
  
  The box was intact and I paid for merchandise I did not receive. Why do I have to contact *** for an item your company sent to me 

• Initial Complaint

  02/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i bought a wedding band through Jared. During the process of purchasing the wedding band, i asked if the wedding band and engagement ring can be soldered together. they stated that it would not be a problem and they reassured me that there will be no space between the wedding band and engagement ring. There is quite a gap in-between the engagement ring and wedding band. Only resolution they offered was to provide me with a quote to fix the ring they ruined.

  

  Business response

  02/21/2022

  February 21, 2022
  
  ******* ***** *** ******************* ******* ** *****
  
  BBB # ********
  
  Dear ******* *****:
  
  We appreciate the opportunity to respond to your concerns regarding your wedding set.
  
  We were unable to locate the purchase or repairs. If you could please provide the name of the purchaser as it is spelled on the purchase receipt or repair ticket, we can full investigate your concern.
  
  Thank you for your assistance.
  
  Sincerely,
  
  
  *********************
  Customer Connection Center
  
  cc:       Better Business Bureau
  

• Initial Complaint

  02/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my girlfriend a necklace November 6,2020. She takes good care of it and gets it cleaned regularly. On Valentine’s Day her necklace popped while we was at a restaurant. The chain we found on the floor but, the pendant we couldn’t find. Unfortunately the night ended pretty bad the chain was significant to her. I paid for warranty (about $159) on her necklace thinking I could get help from Kay’s with any problems because I have warranty. They are telling me it’s nothing they can do I have to repurchase this necklace. I am not rich I cannot afford that do so which is why I put warranty for protection. I really need a helpful solution this can’t be $857 down the drain. That’s so unfortunate for Kay’s customers they need to upgrade their warranty! I understand the reason they can’t trust people to be truthful which is why they won’t replace it, but at least a good percentage off or one replacement limit. Just something better than nothing because things happen. This is very unfortunate and my girlfriend loved that chain she never take it off. She always got it cleaned. She took care of the chain. Please help me with a better solution other than nothing. I paid for warranty so that I had protection on her necklace.

  

  Business response

  02/28/2022

  February 28, 2022
  
  ****** ******* **** ******** *** ****** ** *****
  
  BBB # ********
  
  Dear *** *******;
  
  We appreciate the opportunity to respond to your concerns regarding your girlfriend’s necklace and the service you received from our company. We are sorry to hear that her necklace broke and the pendent was lost. We welcome your feedback about your experience and will work to improve how these types of issues are handled for future customers.
  
  We would like to clarify that the service plan you purchased for the necklace covers repair work. It does not replace lost jewelry. Although we cannot honor your request to replace the pendent, you can return the warranty for a 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
  

  
  

• Initial Complaint

  02/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dropped diamond ring off for service work on 1.31.22. Received call from Jared Gallery a day later telling me they could not work on the ring that the center stone was chipped. The representative who check in the ring took several imagines of the diamonds and ring under a microscope during the check in process. It even states on my receipt that my diamonds are not chipped. I called corporate a few days later and was advised the district manager would reach out in a few days. I have followed up twice since the initial claim was started. The most recent being today. No contact from anyone. Not to mention I sat on hold for 50 minutes before a representative answered today then I was magically disconnected. I have been very polite during this whole ordeal. However being nice is getting me no where. I will not stop until this is resolved. This will be the second time this store has chipped a diamond in a ring. The first time being in 2007. They are very dishonest and I refuse to be a victim yet again. I will fight until they make it right by replacing the diamond. Claim #********

  

  Business response

  03/02/2022

  March 2, 2022
  
  ******* ******* *** ***** ******* ****** *********** ** **********
  
  BBB # ********
  
  Dear *** *******:
  
  We appreciate the opportunity to respond to your concerns regarding your diamond ring and the service you received from our company. We apologize for the lack of follow up you received in regard to your complaint. We welcome your feedback about your experience and will work to improve how these types of issues are handled for future customers.
  
  Attached is a photograph of your center diamond from the day you dropped it off for repair, the chip is marked as a prominent characteristic. Unfortunately, this characteristic was not identified as a chip until our jeweler took a closer look at it. The photograph indicates that your diamond was chipped prior to us receiving your ring. For this reason, we cannot honor your request to replace your diamond. Your ring is at our store waiting for you to pick it up. If you would like us to rhodium plate your ring as was originally requested, we would need you to sign an acknowledgement that your diamond is chipped before we can have the work completed. If you would also like an estimate to replace the diamond, we can provide this as well.
  
  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

  02/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  in June 2021 I made a purchase with the manager of the store for 2 rings, the items were not in stock and I was told I would receive a call from them when the item arrived. several months went by and I was not able to get an answer from the store so i contacted the credit card company through that claim I was told that the items were in the store.I contacted the store and was told my item was refunded back because it was in back order.no one called me to tell me this, and there were no refunds to my card. I called my bank again they verified no refund had been done.at this point i had been paying a super high interest and monthly payment on items i did not have. After several calls to Kay corporate and my bank with no resolution i visited the store where they told me the manager who sold me the item was no longer with the company. What the manager did was charge my card fully as if he had given me the rings instead of placing a hold on the card, which is the process when the item is not given to the customer. To gain commission he fully charged me and never made an effort to reach out to me about my rings. almost 8 months down the line I still have no rings, no refund, and still paying a debt of $3,000. I need this company to make this horrible fraudulent act right its been weeks since they said they would fix my problem and I have not heard from them. I need my money back and for them to make this right!

  

  Business response

  02/25/2022

  February 24, 2022
  
  ****** ******* ***** ** *** ** *** ****** ** *****
  
  BBB # ********
  
  Dear *** *******:
  
  We appreciate the opportunity to respond to your concerns regarding your special order and the service you received from our company. We apologize for the confusion regarding the rings you ordered. We have forwarded your concerns to the district manager responsible for the Miami 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 for future customers.
  
  According to our records, you spoke with our Customer Connection Center in December and after the representative found out that your rings were in the store, informed you that you could stop by the store for a refund at your convenience. We have again confirmed that the rings are still in the store and that the store manager is ready to process your refund. However, we need you to stop by the store with your account card in order to complete the refund. You can make an appointment with the store manager by calling ************.
  
  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

  02/26/2022

   I am rejecting this response because: it is not that simple, I have already been paying for almost a year for an item I should had never should had paid for in the first place.After going to the store the manager took weeks saying he couldn’t refund me, once I said I was going to file a complaint then he suddenly found a way to refund me. These were my wedding rings we trusted your company to do things right instead I’ve been laying high interest on my credit card and damaged my credit with the high balance plus all the inconvenience and distress this has caused. Simply refunding me the ring isn’t enough, as a company who had a district manager fraudulently charge me for a special order instead of placing a hold to prevent interest so that he could gain commission I think your response should be different. This is not okay and a refund will not fix the damages done since last June. Even if the manager is no longer there someone has to respond and to then have another manager wait another month where now my credit card has occurred more interest is absorbed. Is as if you all are not trying to make this better and I do not believe it won’t happen to someone else. A refund doesn’t mean anything since my card should had never been charged. So I’m out of a ring, hundreds of dollars in interest, my credit is affected and all you want to do is say oh we will make sure it won’t happen again here we will do now what we should had done months ago. I decline this resolution! 

   

  
  

• Initial Complaint

  02/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I took my wedding ring to Zales on the Trumbull Mall to have two diamonds replaced. I was told I would get a call within a week to let me know the cost. I received a call two weeks later telling me it would cost $600, I then declined the repair and told the representative to return my ring. A week later I received another call saying I would have to pay $1,050 to restore my ring, I told the representative that my ring should not have been touched because I decline repair the first time. At this point we are into November when I received a call that my ring was in the store. When I saw my ring it was not in the original state I gave it to them the gold was shaved off and obviously thinned. The manager tried to convince me that my ring was untouched however I happened to have a pi**ure of mr wearing my ring in April 2021 which I showed her. She then made a phone call and then told me that they would put back $400 worth of gold to my ring. I was also conta**ed by a representative from Signet Jewelers who owns Zales to whom I explained what happened and sent pi**ures of my ring and explained what it should look like. There were so many stories from these people that didn’t add up. I received a call on 12/27/21 from the representative from Signet telling me that my ring was in and to go take a look at it to see if it was restored to the original state. It was not. I took my ring from Zales in 12/28/21 and sent an email to the representative stating that the work that was done was not satisfa**ory. I was conta**ed the very next day 12/29/21 by a Signet representative I again expressed my dissatisfa**ion with the service received, the representative apologized and stated that she would refer to a supervisor to see if they could find a jeweler that could remake my ring. As of today 2/12/22. This is my original wedding ring that I’ve had for 33 years.

  

  Business response

  02/28/2022

  February 28, 2022
  
  
  ******* *******
  ** ****** ******
  **********, ** *****
  
  Re: Case # ********
  
  
  Dear ******* *******,
  
  We appreciate the opportunity to respond to your concerns regarding your ring repair.
  
  I am sorry to hear your ring was in need of repair. I researched your concerns and found your ring was brought to our store for repairs. According to the pi**ures taken at the time of in-take and the jewelers notes, your ring was in need of major repairs. No work was performed on your ring during the initial repair; your ring was only evaluated for an estimate.
  
  I spoke with the representative you were working with and she informed me even though no work was performed during the initial repair, we did agree to install a new shank on your ring free of charge; however, since you did not approve the original estimate, no other work was performed.
  
  Please note, our warrantees require you to bring your ring in every 6 months for inspe**ions to maintain an a**ive status. We have no record that you have taken your ring to one of our stores for inspe**ions or service. Additionally, we have no record of your purchase as it was many years ago.
  
  For these reasons, we are unable to perform any further repairs on your ring free of charge and are under no obligation to remake or replace your ring free of charge.
  
  I apologize for your dissatisfa**ion and the inconvenience this has caused.
  
  Sincerely,
  
  ***** *******
  Specialist, Customer Conne**ion Center

  Customer response

  03/01/2022

   I am reje**ing this response because:
  
  The attached pi**ure is of my ring taken August 2021.  My ring was returned to me obviously shaved.  The representative at the time looked at the pi**ure in comparison to what they had presenting to me and agreed that it was a obviously different.  She even stated that she had her grandmothers ring and would not send it to be repaired.  The only thing that was wrong with my ring was two stones to be replaced.  They did not once tell me that I had multiple repairs to be done.

  

  Business response

  03/10/2022

  March 9, 2022
  
  
  ******* *******
  ** ****** ******
  **********, ** *****
  
  Re: Case # ********
  
  
  Dear ******* *******,
  
  We appreciate the opportunity to continue to respond to your concerns regarding your ring repair.
  
  I am sorry to hear of your continued dissatisfa**ion. Please note, our jewelers do not “shave” any jewelry item and would have no need to do so. They steam-cleaned your ring and performed a normal evaluation.
  
  The jeweler’s notes indicate that all of the prongs are worn, there are several chipped and fra**ured stones and the gallery (undercarriage) and the shank were worn thin. In order for the jeweler to replace the stones, they would need to complete all of the repairs to ensure the stones remain secure. In the second repair, we replaced the shank free of charge as a one-time customer service.
  
  I understand you purchased this ring from Zales many years ago; however, we have no record that you brought your ring in for any of the required inspe**ions or any type of warranty maintenance. For this reason, you no longer have a warranty to cover the repair charges.
  
  We are happy to assist you with the repairs of your ring, but it will be at your expense.
  
  Once again, I apologize for your dissatisfa**ion and the inconvenience this has caused.
  
  Sincerely,
  
  ***** *******
  Specialist, Customer Conne**ion Center

• Initial Complaint

  02/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  O* February 5th, 2020, I paid for my husba*d's weddi*g ba*d from the "established" *atio*al bra*d, Zales for a total of $414.09 USD. Later that mo*th o* February 27th, 2020, I purchased the additio*al Service Protectio* marketed as, Lifetime Jewelry Protectio* Pla* & O*e Year Exte*ded Service Agreeme*t for $112.60 USD. Duri*g *ovember 2021, at Tha*ksgivi*g, my husba*d duri*g *ormal wear realized he'd lost the ri*g. I immediately recovered the receipts a*d warra*ties to co*tact the Zales team. My husba*d co*tacted Zales corporate, provided the receipt & mercha*dise i*formatio*, a*d was told there was *o additio*al warra*ty purchased o* the item. A few weeks later I co*tacted the Zales corporate office for a seco*d time with the warra*ty purchase receipt i*formatio*, etc. They proceeded to tell me that *OW the warra*ty purchased would *ot cover the loss of the item. I have the tra*script from that o*li*e chat/service, alo*g with all purchase receipts.

  

  Business response

  02/18/2022

  February 15, 2022
  
  
  
  ******** **********
  *** ******* ****
  ****** ******, ** *****
  
  Re: Case # ********
  
  
  
  Dear ******** **********,
  
  We appreciate the opportu*ity to respo*d to your co*cer*s regardi*g the terms a*d co*ditio*s of our warra*tees.
  
  I am very sorry to hear your husba*d has lost his ri*g. &*bsp;U*fortu*ately, we do *ot have a*y warra*ty that covers the loss of a* item.
  
  The Lifetime Diamo*d Commitme*t you were provided free of charge with your purchase covers o*ly the diamo*ds i* the eve*t they are chipped, cracked or lost from the mou*ti*g of the ri*g duri*g *ormal wear. The Lifetime Jewelry Protectio* Pla* (LJPP) is a repair warra*ty a*d covers ri*g sizi*g, sto*e tighte*i*g, pro*g repairs a*d other repairs a*d service the ri*g may *eed over time due to *ormal wear.
  
  *either of these warra*tees cover the loss of a* item for a*y reaso*. I am providi*g you a li*k to our website regardi*g the terms a*d co*ditio*s of each of our warra*tees:
  
  **************************************
  
  I apologize for your dissatisfactio* a*d the i*co*ve*ie*ce this has caused.
  
  
  Si*cerely,
  
  ***** *******
  *********t, ******** ********** *****r

• Initial Complaint

  02/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I lost a stone out of my wedding set I took to **** in lake whales to get replaced and they set off on 10/18/21 after weeks of calling and getting the run away the sat before Christmas I was called saying ring was ready and it wasnt my ring .. they investigated and now state my ring was stolen or lost wont give me any info on it and I was told I could pick out any ring I wanted and after looking at 5 shops I cant find anything I did find one I love and now Im told its to high and I cant get This one .. this is a ring that has so much value to it as it was a ring that cant be replaced why should I have to pick a ring I dont like ..and settle

  

  Business response

  02/21/2022

  February 21, 2022
  
  ***********************
  **** ****************
  ********, ** *****
  
  BBB # ********
  
  Dear ****************:
  
  We appreciate the opportunity to respond to your concerns regarding your wedding set and the service you received from our company. We apologize that your ring was lost and for your frustration choosing a replacement ring. We have forwarded your service concerns the district managers responsible for the ******** store and home office repair shop 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 for future customers.
  
  According to our records, you were working with a case specialist in our ************************** who arranged for your replacement ring to be upgraded to a larger caret weight with certified diamonds on February 14, 2022.
  
  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,
  
  
  *********************
  **************************
  
  cc:       Better Business Bureau
  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩