- Report: #131980
Complaint Review: Kay Jewelers - Salem New Hampshire
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Kay Jewelers
99 Rockingham Blvd Salem, 03079 New Hampshire, U.S.A.
Phone:
603-898-6920
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Kay Jewelers ripoff, faulty jewelry and incompetent repair person Salem New Hampshire
My husband purchased a beautiful pair of diamond hoop earrings for our 30th anniversary 3 years ago, after several weeks I took them back because they were not hooking right. Within a few weeks a stone fell out, back they went and since we had purchased the insurance a new stone was set in.
Well we continues to return every 6 months for the check ups. On one occasion the gentleman said he would check my 20 year old sapphire and diamond ring. After cleaning and inspecting it he noticed a tip missing, we agreed to send it out for repair, first mistake, When it came back my sapphire stone was cracked! Well they sent it back to have the stone REPLACED. Second mistake, they never replaced the stone but moved the prong over to cover it. Well we took it elsewhere to be reset and brought them the bill. All they would do was give us a store credit.
Now three years later the hooks on the diamond hoops will not hold the earrings closed. After much assurance by the assistant manager we let her send them to be repaired. You guessed it they came back minus a stone. After much go round with the manager including offering to trade even for a pair the next size up with more carats. I told her I needed to talk it over with my husband.
When I called to inquire when both managers would be there so we could talk to them, the manager called back and said she did not want us to come in but to call her district manager and talk to him. Hmmm.... do you think maybe she does not want us in there because we might get loud and the other customers will be turned off. We will be going in and calling her district manager.
Linda
Salem, New Hampshire
U.S.A.
Well we continues to return every 6 months for the check ups. On one occasion the gentleman said he would check my 20 year old sapphire and diamond ring. After cleaning and inspecting it he noticed a tip missing, we agreed to send it out for repair, first mistake, When it came back my sapphire stone was cracked! Well they sent it back to have the stone REPLACED. Second mistake, they never replaced the stone but moved the prong over to cover it. Well we took it elsewhere to be reset and brought them the bill. All they would do was give us a store credit.
Now three years later the hooks on the diamond hoops will not hold the earrings closed. After much assurance by the assistant manager we let her send them to be repaired. You guessed it they came back minus a stone. After much go round with the manager including offering to trade even for a pair the next size up with more carats. I told her I needed to talk it over with my husband.
When I called to inquire when both managers would be there so we could talk to them, the manager called back and said she did not want us to come in but to call her district manager and talk to him. Hmmm.... do you think maybe she does not want us in there because we might get loud and the other customers will be turned off. We will be going in and calling her district manager.
Linda
Salem, New Hampshire
U.S.A.
1 Updates & Rebuttals
Nina
Brea,California,
U.S.A.
gold is soft
#2Consumer Comment
Mon, May 30, 2005
I am sorry to hear about your troubles, but here are a few things to keep in mind: In my jewelry experience, I have taken in jewelry for repair, only to have my jeweler call me and tell me they can't work on an item as the stone(s) are cracked. Even on pieces that were brand new, I have occasionally found that sometimes, a manufacturer will hide a stone's defect with a prong or setting. In cases like this, As a salesperson, I would have to make a decision: 1. Tell the shop to do the work anyway, knowing that if the customer notices the crack after the fact, I would have to replace their stone 2. Let the customer know that their stone is chipped under, and have them accuse me and my shop of chipping it. The problem with these instances is, that when you take in a ring for repair, you can check the stone all you want under the gemscope, but you aren't going to know what lurks under the prongs until the jeweler removes the stone from the setting. Anyway, if you wore it enough to break or wear off a tip, there's a good chance that it chipped the stone in the process. Perhaps the crack was already there when you took it in, and when they did the work, they didn't put the stone back how it was to begin with. In any case, they should have told you. As far as the hoop earrings, gold is soft, and three years without a repair is pretty good. Hoops can be awkward for some people to put on, and after so many times opening and closing it, putting pressure on the post and channels every time you put them on and take them off, they tend to wear rather quickly. The stones should have been checked better after the post was attached, but with companies like Kay, one shop services at least 5-10 stores. I realize that's not a good excuse for not checking closely, but accidents do happen on occasion. As far as the manager wanting you to call the district manager, that's not a bad idea, perhaps the store has been having troubles with the shop and needs a customer to speak up. Keep in mind, if the shop screws up and won't own up to it, the store has to flip the bill for the new diamond, not the shop.
