Report: #81931

Complaint Review: Kay Jewelers

  • Submitted: Thu, February 26, 2004
  • Updated: Tue, June 07, 2011
  • Reported By: Blue River Wisconsin
  • Kay Jewelers
    East Town Mall/West Town Mall
    Madison, Wisconsin

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

My husband has purchased me a ring for the third time from Kay jewelers, two out of three of the rings have lost their stones... I have had to drive a two hour drive to the store he bought it from to have it replaced.

On Dec 12 about 2months ago he bought me a tanzanite ring I have wore it 5xs and guess what the stone fell out of this one too.

I called customer service to ask for help with the situation, and I got no help whats so ever. The only thing they can say is thaty if I take it to the store they will replace the stone.

And of course, that means a two hour drive there and leave the ring and then another two hour drive back to get it when its done. Customer service said its not their fault how far I have to drive. What kind of attitude is that? They really don't care about their customers I can say. Because the lack of concern they have lost a really good customer........

Blue River, Wisconsin
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This report was posted on Ripoff Report on 02/26/2004 09:38 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 UPDATE Employee

As an employee

AUTHOR: Rune - (United States of America)

As an employee of the company I can attest to the fact that Kay owned by Sterling (which also operates as Marks and Morgan, Jared, JB Robinson, Shaw and a handful of other names) does not make their own jewlery.  Every time we check in new merchandise I have to take off "Made in China " tags.  It's the same crap everyone else offers but in a nicer package.
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#2 UPDATE EX-employee responds

From Someone Who Use To Work There

AUTHOR: Betty - (U.S.A.)

The truth is that they do carry a lot of lower end merchandise.  When I worked there I would estimate that 1 out of every 5 repairs taken in by me were for missing or loose stones.  When I worked for Zales it was very rare to take in such a repair.  Kay mostly carries silver vs gold and I found that even their very expensive engagement rings had stones constantly falling out.  However, I'm surprised that they did not offer to at least ship it back to you for free.  It is against company policy to ship to your home but a policy that my manager constantly broke.  I worked for them for almost 1 year and the only ring I ever bought from them I had to return due to a lose stone and it was one of their higher end pieces. After all my experience with Kay Jewelers I would NEVER buy any merchandise from them.
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#3 Consumer Suggestion

What else do you want them to do?

AUTHOR: Christine - (U.S.A.)

I agree with the previous poster. How in the world did you expect the 800 number customer service line to help you with this matter? The fact that your husband purchased a ring from a jeweler two hours away is not their problem, it is yours. Especially if you've had problems in the past! Why would he keep shopping there? And what did you expect them to do about it?
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#4 Consumer Comment

Do you want them to feed you grapes, too?

AUTHOR: C - (U.S.A.)

What do you want them to do? Personally drive to your home, pick up the damaged jewelry and bring it back to you after it's been fixed? It isn't Kay Jeweler's fault that you live out in the boonies! By the way, I think their jewelry is lovely and they are very nice to even offer you a replacement stone. Many jewelry companies would not do that. I think the two-hour drive would be worthwhile.
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#5 Consumer Comment

Does That Mean 3 Out Of 4

AUTHOR: Cory - (U.S.A.)

I'm not sure if your post says you have lost stones out of 3 rings or out of 4. If you had that many problems with Kay jewelers why do you continue to shop there? If I worked customer service for Kay's I'd give you the 800 number for Zales. Reminds me of the time the Dentist called me and wanted to know what I was going to do about the ring I sold him for his wife. Several of the stones had fallen out.

I said bring it by for me to look at. He brings it by, I look at it and ask him "Did the stones fall out before or after she dropped it down the garabage disposal" He got a funny look on his face and said "Oh". They offered to replace the stone, but chances are you'll lose that one too. For all their time and trouble I wonder how good of a customer you are.
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#6 Consumer Comment

Not necessarily their fault...notoriously soft ...rough handling ...certain risks

AUTHOR: Brie - (U.S.A.)

Just a side note to this rant... When you buy jewelry you should research it a little. Tanzanite is notoriously soft which means that it can crack and break without a lot of pressure. Because of this the stone did not necessarily fall out due to faulty craftsmanship but because the stone itself broke from rough handling. That is not the jewellers fault and just as if you are purchasing and emerald or an opal, you know that there are certain risks to owning soft stones.
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#7 Consumer Comment

Why not place the blame where it is due!

AUTHOR: Paul Pickle - (U.S.A.)

First of all, Kay Jewelers does not make their own jewelry. Everything they sell is made by a major manufacturer. So for you to say "Key Jewelers jewelry sucks" is not an accurate statement.

Secondly, if you have purhased multiple jewelry items from this store, and have negative experiences with ALL of your selections, then why do you CONTINUE to buy there?

Thirdly, why do you frequent this store, which you claim "sucks," when you live a lengthy two-hour drive away?

Fourthly, if you know from all your previous purchases that defective merchandise must be returned to the store (aka, DRIVING for 2 hours!) then why are you complaining now about this new ring you've purchased? You knew up front what the store policy was since you've purchased other jewelry there before. And although you've had bad experience with everything you've purchased there, you still chose to buy even more jewelry from Kay. So what exactly is your complaint???
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