Complaint Review: Kay Jewelers- Amy- Manager- Evansville IN - Evansville Indiana

My fiance and I went into the Kays in Evansville in December of 2008 and purchased an engagement ring. My diamond fell out on Feb 14th of 2009, less than 2 months after we purchased it. We took it to the Evansville store where we were paid little attention to and brushed off. One of the workers at the Evansville store simply told me "You can send it off or get a new one in the same style." She would barely take the time to explain the quality of the diamonds to me, so I decided to send my ring off for repair instead of trading it in. I got the ring back about 2 weeks later.

Then, on July 10th, a diamond fell out again. I took it into the Owensboro, KY store (b/c I work in Owensboro) and the worker informed me that Kay Jewelers does not consider a diamond falling out twice in less than 6 months to be excessive, which I think is terrible. I told her we were leaving the beginning of October to be married, and I still needed my ring sized and my bands soutered. The worker "promised" me it would be back in 4 weeks "six weeks at the most." At week five, I called to check on the status of my ring and the woman on the phone informed me "It will take three months." I was so upset. I told her that when I dropped it off they said 4-6 weeks. She stated "They would not tell you that. It takes three months." I told her "Obviously if they told me three months when I dropped it off to be fixed, we would have had a problem then!" Like I was lying! The woman argued with me and finally stated she would email the "vendor" and try to get my ring back sooner, like it was a favor to me. 

I called the Evansville store b/c that was where we had purchased it and was transfered to 'Amy'. She informed me that she couldn't help b/c I had taken it to the Owensboro store, and that I needed to contact the manager at the Owensboro store to explain my situation and to tell the manager what the Owensboro associate had told me. I immediately contacted the Owensboro Kays again, and to my surprise found out that the original lady I had spoke with with in fact the manager. Obviously I got no further with her the second time than I did the first.

My fiance and I have been in an ongoing battle with Kays corporate office, along with the local stores. We want a refund because the ring they sold us continues to have diamonds fall out, and the Kays staff acts as if they are doing us a 'favor' by helping us. About a week ago, we went into the Evansville store to pay on our bands. 'Amy' was working and stated that she would contact corporate for us the next morning to see what the status was on my ring and what Kays could do to help us. Well, she called me back at 4pm the next day and stated "Kays will exchange your ring as a one time deal, and never ever again." I asked 'Amy' what would happen if I was given another faulty ring where the diamond keeps falling out. She cut me off stating "We are being very generous and bending over backwards to help you out." Bending over backwards? I've paid you for a product that I don't even have! We are leaving to be married in less than a month, and Kays can't even tell us if our ring will be back. 'Amy' went on to tell me "I've taken time out of my day to work on this for you. And I've stayed an hour over at work." Time out of your day?? Don't you work for Kays? And as if it's my fault you worked over...I've been the one stressed out about a faulty engagement ring along with not even knowing if I will have my ring when I get married! I'm sorry that I don't feel bad that you took "time out of your day" to work on a problem with a ring you sold me!! And as if I'm going to except your "once in a lifetime" deal on a ring exchange when the first ring you sold me keeps coming apart!

A girl at the Kays corporate office actually said to me "The ball is in your court." What??? How is the ball in my court when you have my ring?? I would never ever ever ever tell anyone to buy anything from Kays! As if it's not bad enough that my ring keeps falling apart, they treat me like it is a "favor" that they are even helping me. It's your job!!!! We are planning on going to small claims to get a refund. Terrible terrible jewelery and service!!!!!