My fiance, whom I have dated for ten years, bought me a Neil Lane engagement ring on December 13, 2011. He proposed on December 23, 2011 and on January 7, 2012 while I was sitting at a Dental Hygiene conference, one of my diamonds fell out.
As soon as I got back to town, I took the ring into the store and was told my ring had a defect, yet it took practically begging to get them to agree to order me a new ring, which I was told would be in 8-10 weeks later. When I called to check on the order status, I was told that now my ring would not be ready until almost four months after I had taken the ring into the store.
Not once throughout this process has anyone from the company said that they were sorry I was having to deal with this, nothing was offered to me for what I was going through and according to company policy a diamond should have been placed in the defective ring so I would not have to walk around with a missing diamond from my brand new engagement ring, yet nothing was done.
The lack of customer care and concern in this company is utterly heartbreaking. They show no remorse for the way I have been treated by them throughout this process, nor do they care that this has put a dark cloud over what should be one of the most exciting times in my life. My fianc is in the ARMY and because of this delay in the ring, we are not able to take engagement pictures.
Kay Jewelers has ruined this experience for me, no bride and groom should have to deal with such awful customer service. The most heartbreaking thing is that I am tied to them for life now with this ring. I can make one promise and that is that they will never get another penny from my fianc and I. We will be going elsewhere to get our wedding bands and have been sure to let all of our friends know the problems that we have faced.
Yes, diamonds fall out, but no one should have to deal with the lack of customer service that is offered by this company. Do not put yourself in a position to ever have to deal with this. Shop somewhere else, you will be doing yourself a huge favor.