Report: #761146

Complaint Review: Kay Jewlers

  • Submitted: Thu, August 04, 2011
  • Updated: Fri, August 05, 2011
  • Reported By: Rob — philadelphia Pennsylvania United States of America
  • Kay Jewlers
    Willow Grove Park Mall
    Willow Grove, Pennsylvania
    United States of America

Kay Jewlers Shame on me for buying a gift early. Willow Grove , Pennsylvania

*Consumer Suggestion: Suggestion

*General Comment: Your wife is at fault...

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

I recently celebrated my 1st wedding anniversary 7/29. I bought my wife a set of diamond stud earrings in April. She purchase a Movado time piece for me on 6/26. We presented our gifts to each other around midnight on our anniversary. The watch was beautiful but it was a little large. We were going to Times Square for the weekend so we decided to stop at our local Kay store on the way to have links removed.

The store manager removed 2 links from the watch and tried to get us to return for their annual diamond event. She asked did I want to wear the watch out of the store. I replied "No I will wear my old Movado and put that one on for dinner."

We get to NY and go out to dinner. I set the watch, but to our surprise it did not move after a few hours. I literally wore the watch for about 4 hours. I took it off when we got back to the hotel and looked forward to exchanging it for a working time piece.

We arrived at the Willow Grove store on Sunday 7/31/11 and was told by the Assistant Manager nothing could be done because it was beyond 30 days. She called customer care and informed them of the situation and they denied the exchange as well.

My wife called customer service from her cell phone and spoke with a very condescending rep. She continued to repeat what the policy was until my wife handed me the phone.

I told the rep I am a Kay card holder and I have never asked Kay for anything besides where to swipe my card. I explained to her since 2009 I have purchased almost $13,000 in jewelry from Kay. She replied "that is irrelevant and the policy is the policy." She also informed me the Assistant Manager told her the watches had scratches all over it and looks like it had been worn.

I tried to reach a supervisor, but all I could get was a voice mail. I was promised a call back in 72 hours, but I never received it. I had to send a $900 watch out for repair because it was purchase 33 days before it was given as a gift.

I am very disappointed in Kay. Because of this my wife was in tears because she didn't have a working gift to present to me on our first anniversary. I expected them to do the right thing instead of repeating the policy. Well I have a policy...once I have been mistreated in a business deal of any kind I wont do business with them again. I don't know how many customers Kay has that average $6500 a year, but they just lost one.
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This report was posted on Ripoff Report on 08/04/2011 08:45 PM 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 Consumer Suggestion


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

I have many customers with "new" watches that stop working after just a few months of ownership. I test the battery and find they are weak or dead because they've been in the jeweler's showcase for a couple of years. Take your watch into a local, competent watch shop or jeweler and have them check the battery. There's no telling how long the watch has been sitting around in Kay's showcase. Most new movados I've seen have a sticker on the back that have a date when either the original battery(cell) was installed or when to install the first replacement. I charge $10 for a cell. Some places charge up to $35. What did they tell you when you sent it back for repair?
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#2 General Comment

Your wife is at fault...

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

And you are a little drama queen.

Kay didn't rip you off. They stuck to their established policy that was in place when your wife made the purchase. It is not the fault of Kay that your wife did not confirm that the watch worked when she purchased it. It is also not Kay's fault that your wife let it sit around for weeks until your anniversary came around.

I realize that you are butthurt because Kay didn't roll over and change their policy to suit your whims but any other chain jewelry store would have done the same thing. Do not expect corporations to change their policies just because you told them to. It may also behoove your wife to understand a store;s return policy before she buys anything.

No ripoff here, just a self important whiner.
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