Report: #806494

Complaint Review: KAY JEWELERS

  • Submitted: Thu, December 08, 2011
  • Updated: Thu, December 08, 2011
  • Reported By: SHANNON — POMPANO BEACH Florida United States of America
    United States of America


Show customers why they should trust your business over your competitors...

Well I started business with kays jewelers back in 2004. My fiancee bought me a beautiful heart engagement ring and in the first 2 years the diamond fell out 3 times. After dealing with Karen the store manager who resigned a few weeks ago for 6 years we had a an understanding that when I come in no additude is needed and just because most of my visits were due to repairs or not happy with the quality of items purchased i was to be treated like any other customer.

Since we had that conversation i did not have any more problems when i walked in that store. However that all changed on August 18, 2011. I went in to get my necklace repaired that held my unique specially made pendant with my 6 children on it that cost $360 dollars.

They took the pendant and chain and sent it to get repaired. While I was waiting I saw this beautiful wedding ring that had an antique style and I loved it  top of that it was previously owned so it was discounted and in my budget. So i asked Karen if I purchased that ring if I could replace the princess diamond on that ring with a heart diamond later on when we paid this ring off. Karen assured me that it wouldn't be a problem and that she was going to give a better deal on this ring since she sees how happy i am to have the ring. 

I was called about 2 weeks later and went to pick up my necklace & pendant the first week in August. I put it on and didn't think about it afterwards. I decided to make a purchase online for my aunt for her birthday and when I got the call that it was ready for pick up i went in and it was missing 2 diamonds and looked nothing like the picture on the web.

Karen then took the item and showed me something else and i decided to get a white diamond key instead of the open heart. The middle of October I was wearing my necklace they repaired with my kids on it and when i got home i touched my neck I realized it was missing I never took this off and when i left that morning it was there. I flipped out because my kids pendant was very important to me and now it was gone a value of $360.. the necklace $349.99 so over $700 gone. I was so depressed for several weeks so I decided to go into the store and asked new manager Maria if anything can be done since i have the protection plan and what my options were.

She responded sorry they only cover it if it was stolen or broken but if it was lost theres nothing we can do. I was so upset this pendant was everything to me. She suggested that she can see what deal she can do on another necklace. Which I did find another necklace i did purchase. I advised her that i also came in to fix my anklet so she wrote the paperwork up and one of the diamond experts gentelman was there since they had some special event going on.

He said that is a beautiful ring have you thought about upgrading it? I responded by saying I just bought this on 8/18/2011 and we will be changing the diamond out to a heart one in about 3 years. He asked to see the ring and said to me who told you that you can change this diamond to a heart diamond? I said Karen his response was really well I apologize but the setting in this ring can not be changed and it would be impossible to have a heart placed in this ring. 

Ok now i am even more upset because Karen the one who resigned lied to me and I am stuck with a ring that i now do not want. Maria came over and said well lets see what we can do lets look at some rings. I found a ring that I liked but it was $3600 dollars without diamond and it was to much. After spending over 5 hours in that store I broke down and returned the other ring and bought the new ring. I had to wait 1 hour for them to change the diamond and setting on the ring. 

The mall has been closed for 30 minutes and they tell me its ready so its 10pm and i want to leave so i take the ring and leave 2 days pass and i am looking at the ring and it looks bad. The prongs are bent the diamond looks sideways and the diamond was not centered on the ring. I called the store and said I needed to bring it in becuase it looked awful. Maria said no problem we will fix it well the very next day i am at B.J's and i am checking out and don't see my diamond in the ring. So of course i get the store manager and 3 employees helping me in the store searching for this diamond and since i only went to 2 sections it wasn't that bad. 

After 28 minutes of looking we found it i was so releaved. I called corporate and explained that this is unexceptable and i want something done. I had already lost over $700 because they failed to fix my necklace properly and now a ring i only had for 4 days. I spoke to Erica who was very friendly and once I explained my history with kays she had them give me a new necklace for the one lost. So the one i purchased was refunded. As for the pendant they did nothing. When I asked why the store said they could not do anything she said I am not sure they are suppose to refer you to customer care.

I also explained the ring and she suggested for me to go to the Galleria Mall location due to all the problems i had in Coral Springs. So I did and Bill assisted me and once I showed him the ring his response was WOW they really messed this up. The prongs are not set correctly and neither is the setting. He showed us similar rings to what I had. 

I found one and then I had to leave so he said we will finish the purchase tomorrow when you come back. meanwhile the district manager Barb Very Rude Unprofessional woman called Bill and advised him what he can and cannot due with this trade in. 

I come in the next day to my surprise he tells me that per Barb their trade in policy states that the mounting has to be double of what I spent so $1099.98 x 2 = $2199.96 is what i need to spend. That was not problem because I picked the ring priced $ 1789.00 plus the heart diamond of $419.99 insurance and taxes came to almost $2500. Bill then hit me with another issue well our computer doesn't allow us to override anything and the mounting it self without diamond needs to be $2199.96 so basically they now want me to spend another $500.

After speaking to Maria store Manager, Erica customer service, Bill Assistant Manager no one mentioned that $2199.96 needed to be for the mounting alone. It was stated I qoute you need to make sure your purchase amount is at least $2,199.96 which I did. IT WASN'T GOOD ENOUGH... now they refuse to do anything unless i spend another $500. I also spoke to Dee in Customer care who didn't listen couldn't answer my questions just told me we cannot do anything. Please see their policy below on trade in it nowhere says what they are saying but besides that I was never told this by any one of the people involved. To say the least they are working on getting my original heart ring back to me. I have asked them to pull the calls since they are recorded and they refuse to do so. I also have asked why they don't stand by their employees when a customer is told something that apparently is not correct. Response people make do make errors and we will look into it. LOL yea right... DO NOT PURCHASE ANYTHING WITH THEM IT IS NOT WORTH YOUR TIME, MONEY, AND AGGRAVATION.. I refuse to let this go I will fight this until I can't fight no more I will be heard..

Lifetime Diamond Trade-In Policy

You may trade in your diamond for another diamond at least double the trade-in value. The trade-in value is the original purchase price, excluding charges such as tax and shipping. Color gemstone jewelry is not eligible for trade-in. Trade-Ins of in-store and online purchases are accepted at any Kay Jewelers location. (Trade-ins are not accepted at

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This report was posted on Ripoff Report on 12/08/2011 12:31 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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