Kay Jewelers

Customer alert: If you buy a gift and want to allow the recipient a possibility to exchange, do not go to Kay Jewelers. Kay Jewelers issues refund only to original credit card - this policy makes gift exchange extremely hard. Even though the store may tell you differently just to get the sales going, I believed them and I am sorry for the trust I gave them. I wish I know this company better, and I hope it will not happen to other customers after reading this review.

I recently went to a Chicago store to exchange my jewelry from a gift, but one of the items I need was not available in the store then. I could wait till all items are in to make the exchange, but the store clerk, after consulting with her manager, called the Kay central office and asked to refund the difference in check (instead of the original credit card) so that I can use the check to pick up the last piece on order. My daughter and her fiance purchased the original jewelry gift for me. They registered the jewelry under my name and gave me the gift receipt. I was assured the refund will be mailed to me under the original name and address they registered during the purchase. The check refund amount and process was also printed on the receipt as assurance.

When the last piece of my exchange is ready for pickup, I still did not receive the refund check. I gave them a call, only to find out that Kay had refunded the difference back to the original credit card. I am very unhappy about this. The card belongs to my future-son-in-law, and I really, really do not want to hurt his feelings by returning his gift to me. I was only exchanging to a different style. But now the money went back to him and I will have to purchase the new piece again myself. All these consequences could be avoided if Kay Jewelers simply delivered what they promised me on the exchange day (a check back to me for the exchange item purchase).

Or if the company indeed have to stick with the policy and only refund to the original credit card, then they should not make the promise for a check to me. I could simply wait till all items arrived to the store to make the exchange. I am unhappy with what happened, both money-wise (money is a concern although manageable), and relationship-wise (return a substantial first gift from a future-son-in-law sent such a wrong message; a damage that could not be made up with any money). I called the store, the Kay refund service, and spoke to the supervisor. All I was told is Kay always refund the difference of exchange to the original credit card. The store and the store manager simply misinformed me.

Although the store called the central office and received permission to issue check refund in front of me, the refund was actually sent to the credit card minutes after the call. Frustrating! If you need to buy a gift and want to allow the recipient a possibility to exchange, do not go to Kay Jewelers. It simply would not work. According to what I hear from the follow up phone calls, they really do not care about the problem and issues this policy causes to customers. The only sentence they repeat again and again is: We always send refund to the original credit card.

I began receiving phone calls about missed payments to Kay Jewelers at my place of employment. My supervisors were made aware of these phone calls first and it caused me great embarrassment. Due to the nature of my job, being financially irresponsible brings discredit to me, so it is a serious matter. They advised me that as of March 13th they had not received my payment for March. I contacted my bank and they advised me the check to them was cashed on March 2nd. I called the number that I was receiving the calls from and told them my bank advised that the check was cashed 2 weeks ago.

They said if it was not credited to my account, it must be because I made a mistake and did not include the return form or write my account number on the check. I have a duplicate check that shows I wrote the number and their address is on the form to show through the window when you send it, so it had to be included. They insisted it was my mistake. I asked for a complaint number and a number to follow up the complaint status and all they would give me is the number I was already speaking to.

They put all the blame on me and said even after I fax a copy of the check it would be at almost a week before my account was credited. Not only was my payment sent in early, but also for over the minimum amount. I was also advised there would not be any extra credit added for my problems. Over the years, I have spent at least $10k with Kay Jewelers and this is how they treat customers? There isn't even a contact number or email available anywhere to file a complaint to someone that might care about their business practice from its employees.

My son-in-law ordered a pair of $600 earrings and asked that they be sent to my address. I got the package and did not open it until I was getting ready to mail it to him. I discovered that instead of $600 earrings, there were a pair of $14 studs for a young child. The invoice inside the package was for an address in NYC. I wrote a letter to the company, telling them tat they had obviously sent the packages to the wrong people. I returned the earrings. We never received the $600 earrings but my son-in-law 's credit card was charged. We have been working on this since December. They now say that they have no record of my returning the $14 studs. It has become a nightmare and I have called the state attorney general. I did not ask for a receipt of delivery or anything because the first person my son-in-law talked to told him to simply return the cheap earrings and they would send the new ones. Now, they are completely denying the conversation ever took place.

Many years ago, my husband had an account with Kay's and he bought me some beautiful bracelets and pendants. We stopped dealing with them entirely because of their service, their attitude, and attempts to get out of doing repairs that were supposed to be under warranty. I took an emerald tennis bracelet to the store in Charleston WV to be cleaned and checked. The clerk asked me the value and I told her. She actually rolled her eyes! My husband was so mad, he went back the next day and showed the manager the receipt and explained what the clerk had done. We never went back to Kay's again. There are too many other jewelers out there to do business with than a company like that.

Purchased a 1ct Journey necklace at Christmas 2008. Wore this necklace everyday, worked, showered, slept, and never had a problem with it. I routinely had it looked at every 6 months faithfully. In 2010 the clerk found that the second diamond in had a large chip in it. I could not understand how this happened. She said that I probably purchased it that way, but they would replace it. Okay. I picked it up when it was ready. When home I put it on and within 3 hours I was walking from my living room into the kitchen, and then I heard something hitting the floor--the diamonds, the one that was replaced and two others. I did find the larger one of the three, but not the others. Immediately the next day I returned to the store and they did send it out to have them replaced, received it back. Okay, but I didn't wear it very much because the chain always got hung up in the bale.

In December 2011 I was in their store and thought about buying a new chain, but I could not find one to fit through the bale. The clerk was going to try and open the bale right there on the counter. I informed her if she broke it she owned it. She then decided to send it out. Okay, got it back and it was great. Chain ran smoothly through the bale. I haven't even had it on a week when I got up in the morning and guess what? 2 diamonds are gone. Immediately again I went to the store and basically I was blamed. I shouldn't have slept in it. I asked the clerk what do. I leave it in the box and just look at it. This necklace has spent more time in repair than I have gotten to wear it, but she sent it out with my 6 month receipts. I'm wondering if it will be fixed or I will get a song and dance. Time will tell. This was my second problem with diamonds falling out of their jewelry, my 1 ct diamond ring. I had it checked, came home, and was placing some dishes next to the sink when I heard a clink noise. I looked down: diamond gone. Luckily, I have screens in my sink and there it was—whew. But ever since I do limit my wearing of it, I can't be sure. Thanks for listening. The clerk at the store could not be bothered.

I took a ring that I bought in Sept 2011 in today (2/6/2012) because a diamond had already fallen out. While I was at the store, I had two other pieces of jewelry inspected like I always do when I am there. The clerk discovered that a diamond had fallen out of my tennis bracelet (purchased in Dec 2010) as well. As she was preparing the repair ticket, she said that the bracelet was not under warranty because it had not been inspected in the last 6 months. I explained to her that it was inspected in Sept when I purchased the other two rings and had two old rings appraised that were traded in. At the time, the manager who did the inspection didn't record it in my account. I asked her if she shouldn't do so, but I was told that since it was outside of the normal inspection time (it wasn't due until Jan 2012) that it didn't need to be recorded. The store was very busy that day and I wasn't making a purchase that day, just getting prices and appraisals, so I guess she didn't feel that I was important enough for her to take the time to enter my inspection.

So now not only have I purchased poor quality jewelry, the stones are falling out in 6 months to a year, but because I did not make sure that their employee did her job and recorded the inspection, they will not cover the repairs. I also purchased expensive extended warranties on all of the jewelry, but was told that it doesn't cover the diamonds falling out. I spoke to a co-worker today about the events and she said that she had the exact same problem, unrecorded inspection voided her warranty when the necklace she purchased had a repair issue as well.

Kay Jewelers' warranty is a complete scam. They make it so that the warranty is voided by neglecting to record inspections. I called the home office and was told that the warranty info clearly states that the inspections must be recorded and was told that it was my fault because I did not make sure that it was done. Are you kidding me? The customer is responsible for making sure that their employees do their jobs? Unbelievable! Based on the reviews I have seen today, I shouldn't be surprised. It is obvious that this company does not care about its customers. I wish I had read this before making my purchases. I hope this stops someone else from making the same mistake I did.

I tried returning a Movado worth $1000 today at Kay Jewelers in Broward Mall, Ft. Lauderdale, FL. I was within the 30-day return period and still got denied a return. Actually I bought it on November 30, so I have one more day to return it. Supposedly, it was worn and resized. Heck, they resized it! What a scam. They just want to keep the commission at all costs.

I'm warning everyone not to buy any watches there again! I'm going to contact Movado and let them know they are not offering returns. Every manufacturer has an RMA process. The manager at Kay told me Movado will not accept that return. What a lie! I even took the watch to Macy's which they could not see any indication of it being worn. I even bought the silly ultimate warranty plan, which is useless.

I took my Movado watch in Kay Jewelers on 34th Street in NYC for repair in July '11. After one month of not hearing anything back I contacted the store and was told the manager was off and I should call back. This went on for a while. To make a long story short, in late September I was told the watch had been lost or stolen on the way to repair and for me to be patient while they tried to track it down. Another month went by and they finally stated I could come in a they would let me select another watch. The watches they offered me were not comparable to the watch they lost. The one I choose which was comparable they stated I would be responsible for paying the $700.00 difference the original cost of my watch and the watch I selected.

It has been 5 months since they lost my watch and I felt the very least they could do was work with me (a good customer) on a comparable watch. Why should I have to pay additional money when they lost the watch when it was in their care. When I stated this was unacceptable they said they would issue a store credit of $132.00 towards the $700.00. This too was unacceptable especially considering the treatment we had received to date, relevant customer service. My husband went to the store in person to try and bring closure to the issue and was not able to get any resolution. For his trouble the store manager called the police to have him arrested even though he was only inquiring about getting our money back and not wanting a store credit.

When you receive bad service from any retailer and choose not to do business with them why would they think you would want to purchase another product from them. I didn't lose my Movado watch, Kay Jewelers lost my Movado watch. I shouldn't have to say this but my husband is African American. The store manager was Caucasian and I can't help but think this was also another reason the police were called. My husband happens to be a Senior Executive at a major academic medical institution, a former professional football player and certainly knows how to conduct himself professionally. Because we would not accept their store credit and the general manager said there was nothing he could do because of "Kay Jeweler policy", we are now left with no choice but to write complaint letters and litigate. What a sad state of affairs for a supposedly nationally recognized professional organization.

I bought diamond hoop earrings about two years ago and I just noticed now that one pair is not diamond and the other is. When I went to Kay Jewelers, they said it's because it's been almost two years and there's nothing they could do. They would not even give me the pair that I originally paid for.

I took my ring to Kay to get sized. In doing so, they chipped the center stone, a 7mm aquamarine. They replaced the stone, but it fell out within 6 hours of picking the ring up. They replaced it again, and within 2 days, a prong broke. They supposedly fixed it, but when the ring came back, the prongs were different heights, the stones were not mounted properly, huge gaps between the stone and mounting, and the side stones had been damaged. I sent it back to have the entire mounting rebuilt and side stones replaced. When it came back, the side stones that had been replaced were crooked. So I sent it back again, but when it came back, it was exactly the same, maybe even worse, than the last time.

All the while, I have been dealing with their "customer service" department. When I demanded to talk to someone higher up, they were always "in a meeting", and I was getting nowhere. My ring is completely ruined now because of the inferior work they have done to repair damage that they did. All I want is my ring back just like I brought it to them, but 1.25 sizes smaller. They keep jerking me around sending it back for repair, but they cannot seem to do it right. They have now had my ring for five months as of next week. It is clearly not going to be resolved to my satisfaction if we continue on this path, but they refuse to do anything else! I'm so upset - this is my "honeymoon ring" (in lieu of an engagement ring), and it is very important to me. It's not an extraordinarily expensive ring (appraised several years ago at $1200), but it means a lot to me and they've ruined it.

My mother took my father's gold watch in and they said they lost it. My mother is 78 and my father is deceased. They replaced it with a cheap 275.00 watch. I believe the person who took the watch saw that my mother did not know the value of the watch and so they stole it.

On 6-1-11 i took my diamond bridal set in for rhodium cleaning . when i went in to pick my rings up they had resized my band (the engagement ring was not resized) .eileen the employee apologized said she would replace my band with a new one. when i went in on 7-14-11 to pick it up. she handed me a band that was damaged and when i refused to take it she then said she would order another ring. as of today 7-24-11 i still do not have my wedding band.

I am very disappointed in this company and the way they do business. They promise things with their warranty, but when faced with problems they cannot or do not back up. I purchased my engagement ring and two wedding bands from them. I had purchased the ESP for all three. The way the ring was set up was the head of the ring sat on top of the bands. On day I came home after grocery shopping, and I realized that the top of the ring (the center stone and surrounding diamonds) was gone. I immediately pulled out my warranty and headed to the nearest Kay store. I was told, "Aw that sucks. I don't think they will fix it."

After hearing from the store they would not be fixing the damage, I called the corporate office. The man I spoke to said he had to confirm, but I would most likely have to pay for the repair, but they would cover the stones. I heard back later that day that, "due to the severity of the damage, they would not be repairing the ring. The warranty did not cover that type of damage." What also bothers me is that I have another ring with them that was also damaged. They repaired it without problem, but the stones where much smaller. When it came to my ring with large center stone (and all the surrounding diamonds that would have cost so much more) they would not do it. You would think it's a big enough company that they would spend the money to keep happy and loyal customers. I guess they are worried more about their own overhead than their reputation.

A sales rep. from the North Hanover Mall, Kay Jewelers Store approached my 17 year old daughter and asked her to help them out by filling out a credit application. She told them she was under age and they told her it didn't matter. She wouldn't get the credit but the more applications they had, the more it would help the store. I was not aware of this until today when she received the letter denying her credit. I explained to her why she should not have done that and then I called Kay Jeweler Customer Service.

I simply wanted to make the company aware that this particular store was knowingly asking minors to fill out credit applications. Had the woman in customer service said to me "we are sorry this happened, and we will speak to the store", I would have been satisfied. That is not what happened but quite the opposite actually. The customer service rep I spoke with turned this into an argument about how it's my daughters fault for having signed the application. I feel as though the company condoned the store's actions.

I purchased a Movado 800 Series watch ($1,300.00) on January 26, 2009 and the watch has now been in repair for 4 months. The watch was sent for the second time to have the clasp replaced while under warranty. There continues to be excuses to be made for not returning the watch, parts on order for over 4 months. Damages consist of having to contact the store on a monthly basis to inquire of the whereabouts of the merchandise that has already been paid in full.

I purchased a wedding ring from Kay Jewelers in 02/27/09. The delivery date is March 15, 2010. I received several calls from the company, saying my ring is ready. I went down to get the ring, but it was nowhere to be found. They told me it was an error. I called them on March 26, 2010, to follow up once again. I spoke to the same manager. He told me that the ring is going to be ready on April 19, 2010. Whenever I call, they give me the runaround. I paid the full price for the ring. I have my receipt. I went to the store on 01/25/2010. They still could not find the ring. Please help

In May 2008 I purchased a one carat diamond engagement ring from Kay Jewelers. At the time of purchase the sales associate promised me the world in customer service should I ever experience a problem with the ring. Not to mention how glorious and high quality the diamond was. I only had to purchase the $300.00 insurance policy. I was told the diamond would be covered in the event it should become lost or damaged. I purchased the insurance feeling as though I would be safe. It has now been one year and four months since then and my fiancee and I are to be married in three weeks. The other day my fiancee was putting the ring on her finger when she dropped it on the living room floor. The ring landed and bounced under a chair. To our horror when we retrieved the ring it was without its diamond! Not one to be easily worked up I continued to prowl the floor sure we could find the diamond and simply have it reset. However when I did find the diamond it was shattered. It had broken straight down the center, one half was intact and the other was broken into sand size particles. I was shocked. There was no real force enacted on the stone to cause this. Immediately I collected the broken pieces and my hysterical wife and headed to Kay's to see what they could do.

After explaining the scenario to the associate we were coldly told there was nothing they would do. We were told it would cost $2,000.00 to replace the stone. After hearing this we took the broken pieces to two other gemologists in our area both of which said this was an extremely rare and freak occurrence and that this stone was clearly of extremely poor quality. After relaying this information to the district manager she still refused to help. Our disgust with the situation stems from what we feel was dishonesty on the part of the Kay's associates whom we feel led us astray in the purchase of this diamond. Had I known of this diamonds extreme poor quality I certainly would not have purchased it. We were deliberately lied to in an attempt to push another product out the door. I believe Kay Jewelers should recognize that this stone was not of the quality they claimed it to be and that they should make this situation right by replacing the stone. Also a "sorry this happened" or "we sympathize with you having this happen so close to your wedding day" would have been nice.

The real problem is my ring. Originally, there are black strip in the middle of the ring with 5 diamonds. It make so different than the other ring and this is why we were willing to pay that much for the ring. When the first time they sent to the repair shop, the shop manager told me that it will take a little longer time to fix it because after the resize, they need to put back the black strip. I am okay with that. When the store called me to pickup the ring, we found out that they never put the black strip into the ring. Then they told us that they will fix it and should be ready before my wedding day. We already told them that we need to make sure we have our rings before the wedding day and they promised that.

Some email text in between us and Kay Jewelry:
At the time when we took the rings back for return, they were still within the 90 days of return policy. It was the store manager who guaranteed us that the rings will be returned to us with the prefect condition, meaning they match with the condition that we ordered them.

The store manager told us it would take 2 weeks to fix the rings. However, we didn't get the rings back after a month and of course they were passed the 90 days when we received them. Furthermore, when we received them, they were not in the condition when we first bought it. Thus, we had to send the rings back to the repair shop again. So it violated what the store manager told us. So allow me to ask, what caused us not able to return the rings with in the 90 days???

In an addition, my husband received calls from the Kay Jewelers' credit card center, and asked for payments. My husband also discovered the financial charges on the account, but we have zero payment for a year. So we don't understand why there is financial charge on the account. It's not like we are unable to pay the payments. We didn't pay the credit card because we were been told zero payment and zero interest for a year.

We are very disappointed with the qualify of the rings and the service provided by the Kay Jewelers. Many times, the mistakes and the trips to the store could have be eliminated if the representatives from the Kay Jewelers had taken the extra step to check the rings. Imaging we had to send the rings back twice on both rings for the same problem.

A 14k gold ring is approximately 58.3% gold and a varying amount of either nickel, palladium, zinc, or silver. At 41.7% on something as small as a wedding ring there should not be enough magnetic attraction for a magnet to adhere. This seems to be a clear case of corporate high handiness.

i went to kay jewelers and saw a watch in the glass display, i asked to purchase it, the lady behind the counter went to the back and brought a watch in a box and started the paper work process. i was asked to sign in two locations after giving my credit card for the initial payment, which i later realized that i was enrolled in the protection plan. That was besides the fact. The watch was a gift for my boyfriend who in turn, does not like the watch at all. So he took it back with the original reciept, original, box and plastic on the band of the watch. It is very clear that the watch was never worn, in fact the watch was four links to big.

The lady at the counter who claims was the manager first said that the watch was worn, regardless of all original plastic on watch, and later states that the watch has a small scratch which is not even visible to the eye. I contacted their consumer dept in ohio and was told that if the store does not take it bak they cant do anything. They even told me that they quality control their watches when in fact, when they brought the box out the day of purchase they did not take out the watch and show me that there is no scratch.

I feel as though they are looking for any reason possible not to take back the watch, stainless steel band are not scratch free, dull in color and texture. I need help and its me against a store who refuses to help me in any way. i am out $957.00

Basically I purchased a gold braclet, the lock was messed up and was taken back to them two times to be fixed. Then never sent it out always wanted to fix it in-store well now it broke and I lost it. When it was purchased I was told that I had the extend coverage if it breaks, lost or stolen. Now I do not have it and they are not doing anything about it. There answer is they will give me 50% percent off a new braclet. Why should I pay again? When it is clearly not my fault. I am getting know where all I get is a run around. Never again will I shop at Kay Jewelers. Hopefully something can be done about this.

I stated that since they lost the item and I could not get a fair appraisal, that they did not have the luxury of setting the value...at this point, David hung up on me.

KAY JEWELERS - THREE RINGS - THREE CUSTOMER SERVICES DISASTERS - THE PERFECT STORM OF INCOMPETENCE

One man's 18K gold wedding band brought in for resizing, wife's gold and diamond wedding ring "inspected" and found prongs needed work, man's class ring was "cleaned" and stone loosened. Wedding band was returned after resizing down from 12.5 to 9.5 ring size, class ring was left in hydro sonic cleaner (forgotten by staff FOR 30MIN), stone was shaken loose of mounting, wife's diamond had shoddy work done, sent back for re-work.

Complaint details:

#1 - 18K Wedding band - when returned after downsizing 3 sizes gold removed from ring was not returned (we are looking at .4 inches/9mm of gold band not including the thickness of the band, at almost $950/oz this is a significant amount of gold). I was given the lame explanation that the ring had been "heated and compressed" and that there was no gold to return - explanation is contrary to the laws of physics specifically to the law of conservation of mass, where did the missing gold go? The ring was not made thicker. The explanations given were contradictory and idiotic, anyone with High School Physics wouldn't believe this explanation, two different staff and the manager contradicted themselves as to the facts of the re-sizing process.

I asked for some technical reference and was told that they were not "experts". Why were they representing a process they could not explain?

Now onto the litany of contradictory statements: Explanation #1 - the ring was to be cut, resized and soldered back together (the traditional method), I expected to get the gold piece that was cut out back from the ring (as I have in even third world jewelry stores). Explanation #2 - I was then told that there was no gold to return as the ring had been melted and reformed therefore breaking the laws of physics. Explanation #3 - I was then told that the missing gold had been found and then would be returned to me. Finally the last contact was back to Explanation #2 again - I was called and told the "compression" story again. I have found nothing on the internet nor in the industry standard "Jewelers Repair Manual" (The Jewelry Repair Manual

By R. Allen Hardy, 1996) about this "magic machine" that compresses metal three sizes and doesn't make the ring thicker but keeps all the gold mass intact. The re-engraving they did to the ring was a cheap stamped version which looked horrible, there have been promises made to rectify this as well, we'll see.

#2 - Diamond Wedding Ring - returned with a very sloppy job of re-tipping the prongs. The marquis cut diamond was mounted off-center from the setting, it was also mounted at a slant, not perpendicular to the ring, one of the prong tips was gobbed with too much solder and much larger than the others making it look very sloppy...altogether a very unprofessional job.

#3 - Man's University Ring - stone knocked out of setting due to incompetence of staff - leaving it in the hydro sonic cleaner for 30 minutes. Assured they would fix it and put a "rush" on it. They were to send it to Art Carved facility directly to fix it and re-size it. Now the story is that they sent it to their shop by mistake (caught their staff in a lie on this one) then they had to re-send it three times to Art Carved and still couldn't get it fixed, I am still waiting. They have our original receipt and will now send the ring by USPost under my name and address, hopefully they will not "lose" it and I will not have to prove this, any physical proof that they have it is in their hands, a scary thought.

All in all very shoddy work, incompetent staff who lied and misrepresented in order to dodge responsibility, treating customers like idiots, only skill evident in staff was to "upsell", we are on the fifth week, have pre-paid the repairs, they have our money AND our rings and all we have is aggravation and a great lack of confidence in anything they tell us.

I called the Kay Jewelers district manager Ruben Barrera (16 Feb. 2008) for San Antonio and have heard nothing back from him. I fully expect that they will hope to tire me out with more false promises of customer service and hope I accept their shoddy, incompetent work and unprofessional behavior.

I am concerned especially about the "Lost Gold" fable that they are trying to propogate on the public. This constitutes fraud and abuse of the customer. I believe that they have extracted a substantial amount of gold from my ring in the downsizing process and have retained it for their benefit / economic gain. If this is a common practice with Kay Jewelers / Sterling Jewlers across their "1,307 stores located in 50 states, including the nationally recognized Kay Jewelers and Jared the Galleria of Jewelry brands" (Sterling Jewlers website, as of 24 Feb. 2008), then I am concerned about this as a potential fraud perpetrated on a national scale and could constitute grounds for a class action suite on the behalf of numerous consumers.

I have required Kay Jewelers to respond to my request for the return of my missing gold or the cash equivalent of 18K or a rational, fact-based and verifiable explanation of how gold can be "shrunk" without taking away the resultant mass of metal and making an additional profit on this through fraudulent practices.

My first payment was due Aug 23,2007. On Sept 5,2007 Kay Jewlers contacted my ex-wife, Teresa Doucet providing her with my new wife Melissa and my confidential information such as, account information, balance, and past due status. When my ex-wife called me it created an uproar. I contacted Kays and they had all of my information incorrect. They had my ex-wifes information and none of the information that I gave on my original application. Callie(#1284) a Kays rep. informed me that all the information was incorrect with the original application and she was not aware of where the incorrect information had been obtained. I told her that their company was to never give out any information on me or my wife without our authorization.

She transfered me to Carrol(#5813)supposedly a supervisor and after 3 hrs the conversation ended with her promising to look into the matter with the understanding that we were not going to make a payment until some form of compensation was made. A few days later, I called and spoke with Ahmad(#5022) and had to go through the whole ordeal again with no resolution being made. Once again, I was refered to Carrol(#5813.) She said she had been looking into it but that it would take 10 days for my original credit application to come to her. She said she had turned it over to her supervisor and that he would be contacting us. She asked what I wanted in order to resolve this matter and I said the balance on the account should be zeroed out.

They had broke the privacy act and should be made to compensate for their inability to comply with the laws made to protect private citizens. Carrol(#5022) promised to return my call on Thursday and would have a reconciliation offer. She did not call. I waited till Monday and called her. I was told she had gone on vacation.I have since made two payments and have spoke to many, many reps. All they continue to do is collect money without resolving my complaint. I am receiving 4-5 calls per day. This is bordering the line of harassment.

Kays called Tuesday, November 27, 2007 at 4:49 p.m. Call ended at 5:16 p.m.

Spoke with crystal (2191) who turned this over to her supervisor Serita (2196) to resolve. I read Serita complaint provided to BBB and informed her of the notice we received today about their 10 business days to address the issue. She requested that I speak with Carol (5813) again. I told her it would be useless to speak with Carol since she is incapable of dealing with this situation. Had she done her job, we would not be addressing the BBB. I also informed her that if it is not resolved through the BBB then we will turn it over to the Consumer Protection Agency. I told her that they had broke our privacy rights. She said they listened to the call and Teresa said she was Stacey. I told her we can prove who we are and they should have never had her phone number to start with. They got the number themselves. His ex-wife is not on our account. I told her excuse me, I was wrong your company has changed all our information and have flagged the account to not speak with Teresa. Serita placed me on hold and spoke with her supervisor Carol (5813) When Serita returned to the call, not Carol, she said that she was going to take this matter to the manager to discuss. The manager is Marylin (5966.) Serita was hesitant to give Marylins ext. because she was not aware of this situation yet. I told her I needed it so the BBB would be able to identify her in their follow up. She said someone would be calling us.

Tuesday, November 27, 2007 called 5:25 pm ended 5:29 pm

James (5784) called back. He stated that Teresa identified herself as Stacey and they were in the right. I asked how he got her number. Looked it up in a phone book? He said they had a multimillion dollar system and the information they had on us was no good. I said well, good because it was her cell number you used. They used their system to track Teresa and called her. Of course they could not contact us when they had all the wrong information. They should have never had her number and never should have released information. He said that as far as he is concerned, his company has resolved this matter and if we wanted to pursue legal matters further, go ahead. I said we have already started that process with the BBB. I told him they could let the BBB know he is not going to do anything about this matter.

My wife brought her watch to Kay Jewelers to have a battery replaced. The service person broke the winding mechinism while attempting to replace the battery. They offered to repair the watch free of charge.

Now they are claiming that the watch was broken when we brought it in, and that we have to pay for the repairs. This is dishonest and we are upset about having a sentimental item treated this way.

My fiance and I went to Kay Jewelers to buy a diamond engagement ring. After consulting with the manager and another employee, we agreed to purchase a ring for $4911. After filling out some paperwork, the manager went to the register/computer to enter the sale. After waiting for approximately 45 minutes, they came back and told us we could not buy the ring for that price and would have to pay $718.00 more. I was completely surprised and stated that we had agreed on a purchase price and it should be a binding agreement.

I was told it was a mistake and if I didn't pay $718.00 more, I could not purchase the ring. After discussing the fact that we both made an agreement on the price and felt that Kay Jewelers should stand by their word, we were told to pay more or buy a less expensive, less quality diamond. We did not agree and did not purchase any substitute.

My fiance bought an engagement ring on 7/07/04 from Kay Jewelers. We got engaged on 7/21/04.The ring was sent out to be sized when he picked it up the setting was put on crooked.I brought the ring back to Kay Jewelers dealt with Annie she saw that is was indeed crooked sent it out to be fixed. When i went in to pick it up it was still crooked, she then sent it back out 2 weeks later she called me and explained that it was still crooked.I went into the store and I was told by Annie the manager that she was sending it out to a different jeweler (that she deals with through the store) when it came back She called me to come into the store to pick up the ring.When I saw the ring I was so upset they had changed the setting without my consent.

The district manager was called and I was told that that they would send a replacement setting in my size and put the diamond in it but it would take 2 months. I picked up the ring on October 9.They have a return policy of 90 days because of all the terrible that I had with the ring they extended the 90 policy starting from Oct 9.Six weeks later I noticed that the diamond was crooked. I called the store and explained the situation however I was given an attitude by the assistant manager, she told me to speak to the manager Annie since I have been dealing with her since July.On December 5 the diamoond fell out.The prongs were never put on correctly. I have had nothing but problems with this ring and this company.My fiance bought the extended warranty on the ring as well.We want our money back since they can't fix this ring and since they ruined one of what is supposed to be the happiest times of my life.They are giving me the run around.This had been such an emotional drain on us.

As well as a cost calling and driving back and forth to the store.This company is a horror store. Something needs to be done to help the victimized consumer.I have been engaged now for 5 months now and I have only worn the ring 7 weeks out of those 5 months.

I purchased a diamond tennis braclet for my wife as a Christmas present from Kay Jewelers on 12/14/02. The first day my wife wore the braclet was on 12/27/02. During a shopping trip with her mother, the braclet repeatedly fell off her wrist to the point where she placed it in her purse for fear of losing it. I asked her to return to Kay Jewelers on 01/01/03 and inform them of the problem with the clasp on the braclet not securly snapping locked. She was not offered a replacement bracelet but the manager of the store made an adjustment to the clasp at this time. I had also bought the guarantee on this bracelet for an additional $49.99. My wife wore the bracelet the following two days. On the second day it fell from her wrist onto the bedroom floor. She recovered it thinking that our son had knocked it from her wrist while she was putting him to bed.

The next time she wore the bracelet was on 01/06/03. She was using the restroom in Perkins restaurant in State College, Pa. when the bracelet fell from her wrist and into the toilet. She heard something strike the toilet but could not see anything in it because of the way the toilet bottom sloped down and away. Thinking it was the zipper of her coat or perhaps a penny had fallen from her pocket she flushed the toilet after she did not see anything in it. When she rolled back her sleeves to wash her hands, she realalized that her bracelet was not on her wrist. At this time she notified the assistant manager of the restaurant who attempted to assist my wife by plunging the toilet and physically reaching into the bottom of the toilet with a gloved hand to feel for it. It could not be found. My wife contacted the Centre County Sewer and water Authority about the mishap.

They responded beyond their role of duty by sending a man out to camera scope the drain and trap. She was informed that it had probabley passed beyond the trap and once it reached the main sewer line that it was no longer recoverable. The same day the bracelet broke and fell into the toilet, we returned to Kay Jewelers, in Altoona, Pa. where we had purchased it. We explained the circumstances to the Manager of the jewelers who responded by calling his supervisor, Mr.Nick Mageras. Mr. Mageras had him tell us that the lifetime guarantee that we purchased would not cover loss. We understand this,but the bracelet clasp was broken from the day we purchased it. It had been returned once to the Jewelers for a repair that turned out to be inadequate.

Had I been able to recover the bracelet we would most certainly have returned it for a replacement. The store manager told us that Mr.Mageras said we could purchase a replacement bracelet for an additional $225.00. I don't feel that I should have to continue making payments on the original bracelet plus pay an additional $225.00 for a replacement. We were sold an inferior bracelet from the beginning, and all I am asking is that they accept the responsibilaty for the broken clasp and replace the bracelet at no additional charge. We have contacted our homeowners insurance and they have told us they would cover the loss, but the manufacturer of the bracelet should be responsible for the product. My wife has called Mr. Mageras and left messages with his answering service to return her call. He has had several days to respond but has not done so. We feel that we are not being treated in a respectful manner and would appreciate your consideration on this issue.