Report: #1139892

Complaint Review: Kay Jewelers (Store #2138)

  • Submitted: Fri, April 18, 2014
  • Updated: Fri, April 18, 2014
  • Reported By: Mrs. Syddall — Orem Utah
  • Kay Jewelers (Store #2138)
    575 E University Pkwy
    Orem, Utah

Kay Jewelers (Store #2138) Sterling, Inc. Fired sales associate, NATHAN HUBER, of KAY JEWELER (STORE #2138) blatantly lied concerning "Kay Lifetime Diamond Guarantee" in order to procure a sale! Orem Utah

*General Comment: Warranty

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On 10/26/13, my husband and I purchased a diamond wedding band from Kay Jewelers (Store #2138) from a sales associate named Nathan Huber (ID #425397). We spoke with this specific sales associate a month prior during our search for a band that would match my current engagement ring and cover both rings with a "lifetime warranty" - this warranty was our sole purpose in going to a large corporate jeweler as opposed to a smaller business. Relying on Kay's excellent BBB rating and prominent name, we surmised this company would be the most reputable jeweler to do business with. 

Nathan Huber helped us find a matching wedding band and assured us multiple times (because we were initially skeptical concerning the logistics of the warranty) that if we purchased a diamond wedding band from Kay Jewelers and had it welded to my engagement ring (even though my engagement ring was purchased from a different jeweler), we would be eligible for the lifetime diamond guarantee. He stressed that this warranty would cover both rings entirely. As long as we brought the bridal set to be inspected by an authorized Kay rep every 6 months from the initial date of purchase, the lifetime guarantee would remain valid indefinitely. After verifying with the sales associate another time the details of the warranty, we decided to grant Kay our business. Mr. Huber urged us to purchase the ring on the "anniversary" sale (10/26/13) since it would be discounted because he understood we were newlyweds who couldn't afford the ring at full price. He instructed us to ask for him by name on that day since he knew the item number and details of the exact band we wanted. 

Upon returning to the store, we found Nathan. He pulled the ring and sat us down to finalize the sale but before signing anything, I verified yet again with Nathan that despite the fact my engagement ring was NOT purchased from Kay's we would still qualify for the lifetime diamond guarantee after welding the two bands together. I verified this information with Nathan THREE ADDITIONAL TIMES before consenting to purchase the wedding band from Kay and signing the bill of sale (Sales Transaction #056208). We paid the additional fee for the warranty and ordered both rings to be welded together as advised.

Yesterday (4/15/14) we went to Kay Jewelers (Store #2138) to bring my bridal ring set in for the requisite 6-month inspection to maintain our lifetime warranty. We were then informed by the store manager (Lacey) that because we had not purchased both my engagement ring AND my wedding band specifically from Kay Jewelers, the lifetime warranty was not valid and could not be honored. We were absolutely appalled. We relayed the above information in explicit detail and explained that her employee, Nathan Huber, had assured us countless times that the fact my engagement ring was not from Kay would in no way disqualify or void the lifetime guarantee. We further added that the ONLY reason Kay had our business to begin with was because we wanted to purchase a ring specifically from a renowned company in order to be eligible for a lifetime warranty to protect/maintain both my engagement ring and the Kay diamond wedding band. We trusted an acclaimed jeweler, such as Kay, to be honest in their dealings with us regarding corporate policy but we were fed blatant falsehoods in order for the sales rep to obtain a sale/commission.

The store manager said she felt absolutely awful about the situation and assured us that Nathan was forcibly fired from the store, if it was any "conciliation." I explained that the fact he was fired vindicated that restitution was necessary because we had invested almost $1,000 (for the wedding band/warranty) in a lie told to us by a Kay's associate. I stated that short of asking the store manager to physically come over at the time of the sale to verify that every word Nathan Huber had spoken was true, my husband and I did everything within our power to ensure we understood the lifetime guarantee in its entirety. The sales associate never gave us anything in writing to review concerning the stipulations of the warranty. In addition, we noticed that the sale itself was even listed on our receipt as a "bridal SET" which infers the TWO rings were covered by the warranty we purchased. Lacey again said she was sorry but she was unable to do anything personally to rectify the matter. However, the store manager fully acknowledged that Nathan lied to us because he was motivated by greed to boost his sales volume and earn a commission - she specifically uttered those words.

All my husband and I hope to gain by filing this complaint is to receive the service we paid for - a validated and upheld "Kay lifetime diamond guarantee" for both my engagement ring and my wedding band. We have already filed a BBB and Attorney General complaint in hopes of a swift and just resolution. 


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This report was posted on Ripoff Report on 04/18/2014 09:53 AM and is a permanent record located here: 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. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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#1 General Comment


AUTHOR: redany08 - ()

I understand your concern and frustration if he lied to you and told you that because it is not true at all. With that being said, the Lifetime Diamond Warranty isn't something you purchase. The diamond warranty is given to you free of charge on items you purchase from Kay Jewelers. To keep this warranty valid, you must have an inspection done every 6 months. This can not be purchased on pieces not from Kay Jewelers and not be purchased on Kay Jewelers pieces because it is a free warranty. You can always call the home office and voice your frustrations.


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