Let me start off by saying that I don't normally complain about bad service or poor quality products. I just usually call it a loss, learn from my experience, and move on. But in this case, the problems won't go away... they are never ending... and I've reached a breaking point. So something has to be said.
This all started after my now husband proposed with a beautiful Neil Lane ring from Kay in December of 2010. The ring was too big for me at the time of purchase, but he was assured that he would be able to have the ring sized down to fit me. When we went in to have the ring resized, the woman working behind the counter fitted me for what she believed was my size ring. The size she decided on slid on my finger a little too easy but since she let the entire set of ring sizers (made of metal... so it was sort of heavy) hang down from the one ring I wearing, it APPEARED (to the untrained eye, I suppose) to be snug and stay in place. Obviously it stayed in place and was snug from the top because the heavy set of sizers was weighing it down onto my finger.
This had me worried so I told her that it definitely needed to be a quarter size smaller (so the diamond doesn't fall side to side) but she argued with me that Kay cannot do quarter sizes. Only half sizes. I thought this was ridiculous because I have seen quarter sizes other places. But she was certain that this was the size I needed and even said that I would thank her when I "get pregnant and gain weight." I thought that was an extremely odd thing to say and didn't appreciate it at all, so I left really uncomfortable with the whole experience.
When I went back to pick up the ring a few weeks later, the ring was still too large and the diamond flopped from side to side as expected. I was visibly upset and when asked what was wrong by the man helping me, I told him exactly what had happened last time. He assured me that Kay does, in fact, make quarter sizes and the girl who helped me last time was "no longer with the company." This didn't make me feel better since she isn't being punished for her horrible customer service.
I went home dissatisfied, but blew it off because I still had a gorgeous ring and I had other things on my mind (being engaged and planning a wedding).
I'm really not sure of the timeline, but sometime in the next year, a few weeks after a required inspection, I noticed 2 small diamonds on the band had fallen out! I took the ring back to the store, and before they could send it off, they checked to see if I was up to date on my inspections. They flat out told me I had never been in for an inspection so they couldn't send the ring in to be repaired. I was shocked because I had always stayed up to date! After becoming upset and calling my husband, they did a little more research and said something like, "Oh I'm sorry, I do see that you had in inspected on these days..." Keep in mind, not ONCE had I received any kind of receipt or slip verifying my inspection dates. This was my first piece of real jewelry and I wasn't aware that I needed that for proof (I'm not supposed to know their job better than they do!).
Anyway, a few days after they told me it would be back, I was getting curious and anxious for my ring, so I called the store to double check on the ring. They said they had no record of my ring ever being sent off through their store. WHAT?! They said they would keep looking and call me back. They eventually called me back that day and said they were mistaken and they did have my ring back from being repaired. So not only did they not call me when my ring was back, they claimed that they never had it in the first place. Reeeeal responsible, guys.
To make a super long story a little shorter, those two diamonds? Yeah they fell right back out a few DAYS later. I had juuust gotten my ring back from them, so I waited a couple months before sending it back to get repaired AGAIN. In the meantime, my husband's brand new wedding band that they claimed would NEVER chip.... CHIPPED! We are not excessively rough with our rings. I'm a receptionist and he is a teacher. We don't do anything crazy with our rings on so there really is no excuse.
I called customer service to let them know that I was extremely unhappy with the quality of my ring and all of the hoops that Kay has made me jump through. I asked if there was any way that I could get a replacement ring because this one is obviously faulty. They said NO, and that they have to have it on record that I have had it repaired a certain number of times and then MAYBE they would agree to giving me a brand new ring. But her only suggestion was to keep having it sent in to be repaired.
When we went back to our Kay store, they told me again that they had no record of my ring ever being inspected. Sound familiar??? The man helping us stared me in the eyes, clueless, and literally said that he didn't know what to tell me. Is that it?? Do I just turn around and go home? Do I need to get behind your counter and jump on the computer myself to find my file??? He just stared and admitted that there was nothing he could do. Finally my husband convinced someone else to look up our information and it was found. "Oops, I do see that you brought the ring in to be inspected on these days..." So they sent my ring off to repairs one more time and had it inspected again.
You'd think this was the end of my story. But it's not. When I got the ring back after 3 weeks without it, I was eating lunch and my large main diamond, with the 4 prongs still wrapped around it, BROKE off and FELL onto the ground. I'm lucky I heard it and picked it up! My husband brought the broken ring in to Kay and after raising a good amount of hell, they finally agreed to make me a new ring.
I guess we'll see what happens next after I get the new ring but my hopes aren't very high.