Complaint Review: Kay Jewelers

To Whom It May Concern:

We have been trying to get resolution of the major problems with our wedding ring purchased on March 14, 2009 in the Ridgedale Kay Jewelers store and have gone through every hoop requested of us. In addition to returning the rings for fixing the chipped stones and having to return the rings again when the soldering was not done correctly, we were then directed to contact corporate.

We have left multiple messages and received no response from corporate to resolve these issues that have occurred and continue to occur over the past 18 months. At this time, what was to have been one of our most precious and long-lasting investments (our wedding ring) has turned into an ongoing nightmare. We have great concerns that if the ring doesnt hold the diamonds for the first 12 months, it is not likely to hold up for years.

At this time, we are asking for you at corporate to step in and back up your promises with action. If this is not resolved within the next 30 days, we will be reporting your company to the Better Business Bureau and appropriate sources.

Our intent is to have our wedding ring be of the quality that you sold us on March 14th and the services that you guaranteed us. As youll see in the following documentation of the problems and steps we took (per your companys employee requests) to resolve the problems have been extensive:

March 14, 2009

-

Purchased engagement ring and wedding band.

April 13, 2009

-

Engagement ring sent in to be sized. (#54892626) The ring came back on 4/22/09

Sept 23, 2009

-

Sent in 3 stone engagement ring and wrap to be made to the correct size. It was sized and soldered together for wedding (rushed)

October 2, 2009

-

Engagement ring and wrap came back soldered together. The wrap was soldered crooked but it was day before my wedding and late to arrive so we did not have it fixed.

Sept 4, 2010

-

Sent ring out to have sapphires put in for our anniversary as well as to tighten stones that had come loose, repair the break in shank, straighten the soldering job on the engagement ring to the wraps and have Love Always engraved in the engagement interior portion of the ring.

-

Purchased open hearts ring and sent it out to be sized.

Sept 26, 2010

-

Wedding ring came back solder job was not fixed and the engraving went off the side of the ring instead of straight in the middle as I specified it to be.

-

Resent out to fix solder on wrap and fix engraving.

-

Open hearts ring came in from being sized.

-

Open hearts ring sent back to be resized to the correct size as it came back too small and to have the red/black heat marks fixed as no one inspected the ring before telling me it was ready.

-

The head manager Sue was not very nice about that fact that I was not happy with the job that came back and actually gave my husband and myself an attitude about it saying she didnt see anything wrong with the solder job and that it wasnt that big of a deal about the engraving going to the edge. The associate came and helped us after that to get it fixed. My wedding ring was sent back in to have the engraving fixed and the solder job fixed as well.

-

Beginning of October, 2010

-

Wedding ring came back from being fixed. The solder job was even now and the engraving was centered.

Oct. 7, 2010

-

3 stones and wrap came in for lost diamond in engagement ring 4 stone at top. They sent out the ring for repairs and decided to have a new ring made because of all the problems that I had been having with the ring. Determined that the original salesman did not custom make my size 4 ring but had an 8 sized down to a 4 which is what is causing the diamonds to pop out.

October ?, 2010

-

3 stone with wrap came back from getting stone put back in. When I was handed the ring, I noticed that when the ring came back from the last repairs 2 of the diamonds have corners that had cracked off and were missing we did not have it fixed because they were making me a new 3 stone engagement ring that was to be in before Christmas and be soldered to my wrap portion on the current ring.

End of October/ beginning of November, 2010

-

Called Kay Jewelers to see if my new ring had come in yet. A gentleman on the phone looked and said told me it hadnt but I did not need to call because they would call me the day it arrived. I told him that was fine but the last time I was told that they would call, no one called me.

-

December 19, 2010

-

Went into store after calling to see why my ring had not come back from being remade as they had said it would be completed before Christmas as well as turning in my ring to be soldered to the wrap. When I called the associate looked and was surprised when she found it there. After asking her to find out the exact date of check in, it was found that the rebuilt ring came in at the beginning of November possibly November 2, 2010 and I never received a call.

-

In store associate told to call [name] at Corporate 1-800-877-8169 x????

-

I called right after I left the store and associate got off the phone with her (approx. 4:00 pm) and left a message with my full name and phone number to call me back. The associate mentioned that if I cannot get ahold of her today to call back on Tuesday and she will be in the office.

December 21, 2010

-

Called [name] at Corporate at 11:30 am and left message to call

-

Called [name] again at 3:42 pm and left message to call me back please because this is the third message I will be leaving for her to call me back.

December 22, 2010

-

Emailed this letter to customer care services via their online application at 12:02pm.

As you can see by the documentation, we have gone out of our way to get the issues with our wedding rings resolved.

-----------------------------

SO IF YOU ARE THINKING OF BUYING ANYTHING FROM KAY... DON'T!!!! I have a colleague in my office who bought her ring 3 months and has already had to have it fixed twice for diamonds falling out! We spent over $4000 with Kay that is going down the drain!

BEWARE!!!