- Report: #759849
Report - Rebuttal - Arbitrate
Complaint Review: Sterling Jewelers Inc- Division: Kay Jewelers
Sterling Jewelers Inc- Division: Kay Jewelers375 Ghent Road Akron, Ohio United States of America
Sterling Jewelers Inc- Division: Kay Jewelers Kay Jewelers Defective Merchandise, Horrendous Customer Service Akron, Ohio
Later that night after attempting to set the time, we discovered that the watch was not working. So, the watch's battery was completely dead or the watch itself was defective at the time when it was sold to me. I'm leaning toward the latter since my husband's current Movado watch is over three years old and has yet to receive a battery replacement.
After going back to Willow Grove with the watch in its original packaging as well as with the receipt, we were originally told that we would receive a new watch through an exchange. The store representative actually pointed out that they had another Movado Sapphire available in the stores front showcase. However, the assistant manager appeared saying that an exchange was out of the question because it was 3 days outside of the exchange period.
I then called Kay's 1-800 customer service line and was treated and spoken to as someone suspected of fraudulence. To make matters worse, the rep from the outline notated our account as such stating that the watch has several scratches proving that it was worn on more than one occasion (FALSE), that the watch was worn outside of the Kay store on 07/29/11 (FALSE), and that the customer must pay any/all repairs because a warranty was not purchased (FALSE).
My husband and I have been loyal Kay customers since 2009. This may at first seem like a short time, however, we have receipts documenting purchases well over $10,000. We attend numerous VIP events and utilize many earned discount coupons and certificates. Also, with every piece of merchandise we've purchased the lifetime warranty including the ultimate watch warranty for the Movado Sapphire.
But is it really reasonable to tell me to send a new watch out for repair that my husband never even had the luxury of using at all? At this point, I'm not asking for a refund. I'm only asking for what I intended to purchase and what I was told I received: a functioning new watch. Instead of assassinating my character and insulting my intelligence by blurting out the store "policy", why not look at the individual situation and make a smart and fair business decision?
Instead I've been given the run around from multiple stores, been transferred to several departments and extensions, and left more than one unanswered message with "this person's manager" and "that person's supervisor'. I'm left with nothing more than an expensive paper weight and a harsh and painful memory of an occasion that should have been unforgettable, but instead it's one that I desperately wish I that can forget. I can't get back my first wedding anniversary. However, I'm hoping that someone will help me salvage my relationship with Kay.
This report was posted on Ripoff Report on 08/02/2011 01:06 PM and is a permanent record located here: http://www.ripoffreport.com/r/Sterling-Jewelers-Inc-Division-Kay-Jewelers/Akron-Ohio-44333/Sterling-Jewelers-Inc-Division-Kay-Jewelers-Kay-Jewelers-Defective-Merchandise-Horrendo-759849. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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