In March 2008 we purchase a Le Vian chocolate diamond ring (for my birthday) from Kay's. The ring was just shy of $1,000 but was told that it came with a life time warrenty so we purchased the ring.
When I took the ring in for the 3 month check and cleaning, I was told by a very rude sales rep that the center stone was craked. The store manager informed me that in order notto void my warranty, they would need to send the ring out to Le Vian to be repaired and that this could take about 6 weeks.
3 months later I received a call from the store manager stating that I would need to pay for the repairs to the ring because Le Vian stated that the damage to the ring was from abuse. I was also told that the repairs still had not been done. I requested the corporate phone number, at the STORE Mgmr replied "Look lady I'm trying to help". When I called the customer service number, the CSR asked me to hold while he called the store.
The rep came back on the line and told me that I had no other options but to pay for the repairs. When I ask to speak a manager the rep hung up on me.
I filed a complaint with the BBB, who asked what outcome I wished to receive. My reply was that I wish to return the ring and receive a refund. A couple weeks later I received a letter from a manager of customer service department which stated that they do not offer warranties on stones and again that I had no options but to pay for the ring to be repaired.
Not wanting to have a worthless ring that cost $1,000, I paid for the repairs. At the end of October I received a call that the ring was in (5 months after it was turned in for repair)!!! When picking up the ring I was told my the store manager "You don't know what I went through to get this repair done". Excuss me? I'm paying for the new stone and repairs!
Two weeks after picking the ring up the stone fell out again.
Word of mouth is the best advertising there is. I will make sure that everyone I speak with will hear of my ordeal with Kay's. If you plan to shop at Kay's, save yourself the frustration and just give them your money and forget about the product.
Dianna
Mesa, Arizona
U.S.A.