Complaint Review: Kay Jewelers - Sterling Jewelers

I purchased a wedding ring from KAy Jewelers 2 years ago in September for my husband. We purchased a "tungsten carbide" ring which we were told was "indestructible". We also purchased an extended service purchase warranty on it.

Fast forward to a month ago. My husband picked up a box at work and his ring snapped in HALF. Indestructible, my a*s. My husband is a security guard. He sits on his butt almost all day, he does not use his hands very much and he was very careful with the ring.

So I go into the Kay location where we bought it from. They tell us they can do nothing for us as they don't "sell" extended service warranties on tungsten carbide rings b/c they are indestructible. "Apparently not," I say. They tell me I have to call customer service.

I call customer service where they try to give me the same line of bs until I tell them I am looking at the receipt and it says I bought an ESP. Suddenly, they see where I did buy it, and the lady, her name was Carol, tells me that she will call the store where I bought it from and I could go in and get a new one on the house of equal or lesser value.

My husband and I go in the following week. We pick out a new one, NOT tungsten carbide, b/c we don't want to go through this again. The new one is a little more than what the old one is worth, so they charge the remainder to my Kay's card. We sign the papers, and then the sales associate asks us, "Do you have the old ring?" I tell him no, in my inordinate wisdom, have thrown it away, b/c two different people at that location had seen the pieces and didn't mention once that I needed to turn them in to get a new one.

So they tell us that they can't give us a new one and if we had a problem with it, we would have to call customer service AGAIN. And then we had to sit there for 20 more minutes while they refunded the excess money back into our Kay's account.

So I call customer service back today and the new lady I speak to tells me that according to documentation Carol told me explicitly that I would need to bring the old ring to exchange for the new one. I tell her no, the word exchange was NEVER spoke to me until after they charged our account, and would they please play me back the recording that says that. She refuses. I tell her that they at least need to refund the ESP they charged us for, since it did NO good. She tells me that she can't refund anything since it was purchased 2 years ago.

This is complete and UTTER bullshit. Why the hell would I throw away pieces of a broken ring if I thought I would need to exchange it? And it is not like I am trying to fleece them out of something, 2 different sales associates saw the pieces! This is supremely bad business. You don't sell a faulty ring + an esp and then weasel your way out any responsibility. But I guess you can expect nothing else from a big bad business whose entire profit is based off the blood of innocents in far-away countries. Do not go to Kay Jewelers or any other Sterling Jeweler based companies, lest you get lied to and sold BAD products.

Ashley
Alexandria, Virginia
U.S.A.