Signet Jewelers

Initial Business Response /* (1000, 5, 2016/06/17) */
June 17, 2016
Dear Mr. [redacted]:
We appreciate the opportunity to respond to your concerns with the service you received at the Belden Village Mall store. We have forwarded your service complaints to the district manager over the store. ...

He will investigate further and take the remedial action needed with those involved to prevent a reoccurrence.
We recognize the importance of your wedding jewelry to you especially so close to the date of your wedding. We regret that we were unable to meet your sizing needs. As stated in your Extended Service Brochure, you have the option of returning the plan for a refund. Please stop by our one of our stores for assistance if you still wish to proceed.
As you have requested, we are mailing a $100.00 Visa gift card to you. Please allow 14 business days for delivery.
We apologize for your dissatisfaction in this matter.
Sincerely,
Vicki C.
Resolution Specialist
cc: Revdex.com
Initial Consumer Rebuttal /* (2000, 7, 2016/06/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the response because that is all I was asking for, for the company to make the situation right.

I am rejecting this response because:I would prefer not to close my complaint until I receive my replacement rings. I was told they would arrive the first week in September. I am then having them appraised by another jeweler. Once that is done, I would be satisfied with my complaint being closed.

August 22, 2016 Dear Mr. [redacted]:   We appreciate the opportunity to respond to your concerns with the repair of your wedding band and the service you have received from our company. We have forwarded your service concerns to the district managers over the [redacted] Mall store and repair shop and to...

the supervisors of the Guest Relations representatives involved. They will investigate further and take the remedial action needed with those involved to prevent a reoccurrence.   We appreciate the importance of your wedding band to you and understand your distress in this situation. According to our records, a supervisor in our company has agreed to your settlement. Currently, she is waiting for the three estimates from the jewelers who you state evaluated the wedding band to decide on which one will work on the ring.   We apologize for your frustration and any inconvenience you have experienced in this matter.   Sincerely,     Vicki C. Resolution Specialist   cc: Revdex.com

February 28, 2018   Kelli Arnold Ferguson 1001 Park Terrace Blvd F Columbia City IN 46725   Revdex.com ID # 12665602   Dear Ms. Ferguson:   Thank you for contacting us again with your concerns. We apologize for your continuing dissatisfaction. Your credit account payment are due monthly in accordance to the agreement signed when the account was opened.   Sincerely,     Vicki Copus Resolution Specialist   cc:       Revdex.com

March 15, 2017   [redacted] Columbus OH 43232   Revdex.com Case: [redacted]   Dear Ms. [redacted]:   Thank you for contacting us with your concerns regarding your credit account. We located the credit account to which you refer in your complaint, and we confirmed that the...

name on our account is associated with the name under which you submitted your complaint.   We are sorry to hear that you attempted to contract our company via email and did not receive a response. Unfortunately, we have no record of an email submitted under your name or email address used for your Revdex.com complaint.   We investigated your complaint and found the following: ·         On September 25, 2015, you opened a credit account with our store, Kay Jewelers. From that day to December 24, 2015, you financed purchases totaling $6,037.61. ·         Your minimum monthly payments of $300.00 are due by the 8th of each month. o   According to our records, we did not receive payment for the months of May 2016, August 2016. There was a partial payment of $240.00 on September 7, 2016 and a late payment on January 20, 2017. Late fees were charged for May, August, and January.   We do not have a record of a three month period with two payments of $150.00 as you have described and cannot honor your request to make the changes you have requested. We have attached a copy of the account’s payment history for review. If you have bank statements showing payments made that are not listed, please call us at 1-800-877-3616 for assistance. We will require the bank statements faxed to us for proof of payment to make the account corrections.   We apologize for your dissatisfaction in this matter.   Sincerely,   Vicki C. Resolution Specialist

Initial Business Response /* (1000, 6, 2016/04/26) */
April 26, 2016
[redacted]
[redacted]
Dear [redacted]:
Thank you for contacting us with your concerns regarding your purchase and the service you have received with our company. We have forwarded your service...

complaints with our Tanger Pittsburgh store to the district manager. She will review and take any needed remedial action with those involved to prevent a reoccurrence.
We investigated your complaint and found that you purchased a LeVian ring and Extended Service Plan on March 21, 2016. On April 16, 2016, the ring was returned off your account. As you have explained in your complaint, LeVian does not recommend sixing this ring up or down more than one size. This is because the ring contains over 150 diamonds and sizing can sometimes affect the integrity of the diamond settings. We have contacted LeVian and they are making the ring in your size. The ring is expected to be ready for pick up by June 17, 2016.
We apologize for your frustration in this matter.
Sincerely,
Vicki C[redacted]
Resolution Specialist
cc: Revdex.com

Initial Business Response /* (1000, 5, 2015/12/08) */
December 8, 2015
Dear Mr. [redacted]:
We appreciate the opportunity to respond to your concerns regarding your attempted online purchase. According to our records, you attempted to make the purchase at 11:58 PM EST on the last day of the...

sale. Unfortunately, the sale ended before the purchase was completed and the item returned to its regular price.
We regret that you had problems calling into our Customer Care Department. The Customer Care Department's phone number is listed at the bottom of our website as [redacted]. Their hours are different from our corporate office you tried to call.
The bracelet you attempted to purchase is now on sale for $1,759.20. As a gesture of good will, we are mailing a gift card for $160.20 to make up the difference in price to $1,599.00.
Thank you for your patronage with our company. We apologize for your frustration in this matter.
Sincerely,
Vicki C.
Resolution Specialist
cc: Revdex.com

August 4, 2016 Dear Ms. [redacted]:   We appreciate the opportunity to respond to your concerns regarding the service you received from our company and your request for a refund on your watch. We have forwarded your service complaints with the staff of the [redacted] store to the district manager and...

with the Guest Relations Department to the supervisors of the representatives involved. They will investigate and take any needed remedial action with those involved to prevent a reoccurrence.   We would like to clarify that our watch return policy, which is printed on your receipt and posted on signs in our store, is 30 days from the date of purchase provided the watch is in unworn and in unaltered condition. While your watch was within the return period, it is our understanding that your watch shows visible signs of wear which makes it not eligible for return.   Unfortunately, we cannot honor your request for a refund. We have marked your credit account as being in dispute. However, you are still responsible for making payments  especially for the financed merchandise not in dispute. If you would like to make payment arrangements or see if you qualify for a hardship plan, please call 1-[redacted].   We apologize for your dissatisfaction in this matter.     Sincerely,     Vicki C. Resolution Specialist   cc:       Revdex.com

November 14, 2016   [redacted]   Re: Revdex.com Case # [redacted]   Dear Mr. [redacted]:   We appreciate the opportunity to respond to your concerns regarding your purchase and your request for a refund. We would first like to thank you for your service to our...

country. We located the credit account to which you refer in your complaint, and we confirmed that the name on our account is associated with the name under which you submitted your complaint.   According to our records, you placed an online order for an engagement ring and Extended Service Plan on August 10, 2016. Your purchase was shipped and charged to your credit account on August 16, 2016 which is when your return period began. On October 31, 2016, you contacted our Customer Care Department requesting an exception to our return policy. This request was denied.   We are sorry to hear that you are no longer in need of the engagement ring. However, we do not make exceptions to our return policy under these circumstances. The option offered to exchange the ring in one of our stores the next time you are in the US or to have a relative or trusted friend do this for you is still open to you.   We apologize for your dissatisfaction in this matter.   Sincerely,     Vicki C[redacted] Resolution Specialist   cc:       Revdex.com

Initial Business Response /* (1000, 6, 2016/04/18) */
April 18, 2016
[redacted]
[redacted]
Dear [redacted]:
We appreciate the opportunity to respond to your concerns regarding your online order and the sterling silver ring you purchased. We were unable...

to find an online purchase made under your name. If you could provide your order number, we would be able to investigate why your order took so long to reach you.
We would like to clarify that tarnish is a natural process that occurs to sterling silver jewelry. Sterling silver is 92.5% silver and 7.5% other metals. It is the other metals, primarily copper, that makes sterling silver to tarnish. The copper reacts to the moisture and sulfur in the air, causing sterling silver to tarnish. Silver tarnishes faster in areas with high humidity and air pollution. Chemicals (hairspray, perfume, deodorant, body lotion, bleach, etc) as well as acidic foods can speed up the tarnishing process.
You can prevent your sterling silver jewelry from tarnishing by storing it in a cool, dry, dark place with anti-tarnish paper, which absorbs sulfur in the air. If an item does begin to tarnish, cleaning it right away will make it easier to restore the shine. We recommend using a silver polishing cloth to remove oxidation from silver.
We offer a sixty-day return and ninety day exchange period for our jewelry. Because we are unable to find an order under your name, we would like to make you aware that items engraved with personalized information cannot be returned or exchanged. Please stop by the store nearest you for assistance if your ring is not a personalized item.
We apologized for your dissatisfaction in this matter.
Sincerely,
Vicki C[redacted]
Resolution Specialist
cc: Revdex.com

January 17, 2017   [redacted] Fort Lauderdale FL   Dear [redacted]:   We appreciate the opportunity to respond to your concerns with the service you and your husband received from our Pembroke Pines store. Your service concerns have been forwarded to the District Manager...

responsible for of the store. He will investigate and address your concerns further with those involved.   We would like to assure you that the price your husband financed for the 22 inch chain was for the 10kt gold price and not for 14kt gold as you allege. We regret if there was any confusion as to the gold karat weight. The receipt does show the chain was 10kt.   According to our records, your husband returned the chain for a full refund on January 6, 2017.     We apologize for your dissatisfaction in this matter.   Sincerely,     Vicki C. Resolution Specialist   cc: Revdex.com

Initial Business Response /* (1000, 5, 2015/12/14) */
December 14, 2015
Dear Ms. [redacted]:
We appreciate the opportunity to respond to your concerns regarding your wedding rings. Regrettably, we are unable to locate any repair work under your name so that we can investigate your complaint....

Please provide the full name shown on your repair ticket or the repair job number located in the right hand corner of your ticket.
Thank you for your patience.
Sincerely,
Vicki C.
Resolution Specialist

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

December 23, 2016   Re: Revdex.com complaint # [redacted]   Dear Mr. [redacted]:   We appreciate the opportunity to respond to your concerns with the service you received from our company. You should note that your service concerns have been forwarded to the District Manager responsible for of the...

store involved. He will investigate and address your concerns further.   It is our understanding that on December 21, 2016, the Store Manager contacted you and arranged a special order for the engagement ring you requested and reported that you were satisfied with this resolution. Based on this information, we consider this matter resolved.   We apologize for your dissatisfaction in this matter.   Sincerely,     David K. Resolution Specialist

Initial Business Response /* (1000, 10, 2016/01/05) */
January 5, 2016
Dear Mr. [redacted]:
Thank you for contacting us with your concerns regarding your wedding band. We investigated your complaint and found the following.
On September 27, 2014, you purchased two tungsten wedding bands online....

They were shipped to the Clearwater store for pick up. Online purchases shipped to stores have free shipping. Both rings were picked up on October 15, 2014.
On November 28, 2015, you brought your band to our store for replacement.
We would like to clarify that tungsten is a type of metal that cannot be repaired or sized. Due to its hardness, tungsten does not bend to absorb impact or stress and can chip or break. Our company offers an optional Jewelry Replacement Plan, which covers the replacement of the band free of charge if a new size is needed or the band is damaged. Because the plan was not purchased, replacement of the band falls under the terms of the vendor warranty, which allows for a free replacement ring but also requires a shipping charge.
According to our records, your band returned to our store on December 30, 2015. If you have not yet picked it up, please stop by at your convenience. As a gesture of good will, we are mailing a $50.00 Jared gift card that you can use toward the shipping fee.
We apologize for your dissatisfaction in this matter and hope that you will continue shopping with Jared, the Galleria of Jewelry.

Sincerely,
Vicki C.
Resolution Specialist
cc: Revdex.com

Initial Business Response /* (1000, 10, 2016/01/18) */
January 18, 2016
Dear Ms. [redacted]:
We appreciate the opportunity to respond to your concerns regarding the service you received from the [redacted] Center. We have forwarded your service complaints to the district manager over the...

store. He will investigate your service concerns with the lack of follow up you received and take the needed remedial action with those involved to prevent a reoccurrence.
According to our records, you are working with a representative in the Customer Care Department by email and that we have placed a special order for both your engagement ring and band to be made in a size 8 by the vendor. The vendor has given us a due date of March 2, 2016 for the engagement ring and March 14, 2016 for the wedding band.
We recognize the importance of your wedding jewelry to you and understand your distress over the events related in your complaint. As compensation, we are crediting your account for two month's payments.
We apologize for your dissatisfaction in this matter.
Sincerely,
Vicki C.
Resolution Specialist
cc: Revdex.com
Initial Consumer Rebuttal /* (3000, 12, 2016/01/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This response only addresses part of my complaint. In the final response I'd like it also to address the grooms wedding band that I was lead to believe was being customized-- and found out well after the 12 weeks (with no communication) that it could not be done due to copyright issues. I applied for the store credit card only AFTER I sat down with the manager, designed the ring AND picked the diamonds. The cost was $1800. I want the payments I've made refunded to me...as well as the finance charges. I also want to credit card removed from my name and credit report. I feel misled and I am upset. There was another groom wedding band that we initially looked at (white gold/black diamonds) that would've cost about $400. I transferred the payments from that ring to the customized ring once they said the ring could be made. If they told me that they couldn't customize the ring or even shared with me the issues that may arise, I would've continued paying for the $400 ring in cash. This experience has been a disaster. I fear that I will have no rings by my wedding date
Final Business Response /* (4000, 14, 2016/01/25) */
January 25, 2016
Dear Ms. [redacted]:
Thank you for contacting us again with your concerns regarding the custom sized band. We have included your complaint about this band to the district manager. We regret that our store manager was unaware that the design was copyrighted and did not follow up with you once the custom shop made this known.
We do show that the Customer Care representative you are working with confirmed you could stop by the store anytime to process the return and she would remove all fees from your account. Your refund for the account payments made will be processed once this has occurred. We are unable to process the refund until you have stop by the store to sign the paperwork involved.
Unfortunately, because the account has been utilized, we are unable to remove it from your credit history. We are obligated by the Fair Credit Reporting Act to accurately report your payment history with us to all credit bureaus. Your payment history is not reporting any delinquencies to negatively affect your credit history.
We apologize for your continuing dissatisfaction in this matter.
Sincerely,
Vicki C.
Resolution Specialist
cc: Revdex.com
Final Consumer Response /* (4200, 16, 2016/01/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not believe that this account cannot be removed from my credit report once I visit the store to begin the process of my refund. I would've never applied for this account had the manager been upfront with me. I would have definitely not continued payments had Kay's contacted me, even once to update me. Time is winding down, will I have the option of getting the initial band that I was paying on for the same price as before (white gold, black diamonds)? I work in customer service and would have probably lost my job if I was unresponsive as the staff at Kay's in [redacted] Center. I am still very upset. We're talking about wedding bands here--bands that we need for an upcoming ceremony. I just want our rings and to be done with Kay's after. I will visit the store for ring maintenance and nothing more. Maybe I'll use the credit from the ring purchase at a different location. I have faith that all your employees aren't the same.

I am rejecting this response because:

February 2, 2018     [redacted] P.O. Box 832 [redacted]   Re: Revdex.com Complaint [redacted]   Dear Mr. [redacted]:   Thank you for contacting us again with your concerns.   As previously stated, your service concerns have been forwarded to the management team responsible for the store you interacted with. They will investigate and address your concerns further with the individuals involved. Please note that our investigations are private and confidential.   Additionally, if you can provide us with a sales receipt showing a higher purchase price for your watch than the MSRP of $65.00 provided by Fossil, we would be happy to use that as the replacement value; otherwise, the MSRP will be used as the replacement value when we assist you with the repair of your Fossil watch.   We apologize for your continuing dissatisfaction but hope the above clarifies this matter.   Sincerely,     [redacted] Resolution Specialist   cc:       Revdex.com

November 2, 2016  Dear Ms. [redacted]:   Thank you for contacting us again with your concerns about your ring. We will forward your complaint about the store manager’s phone conversation to the district manager for investigation. As previously stated, the replacement of the missing garnet is not covered under any of our warranties. The gift card mailed to you can be used for the repair price for the replacement.   We apologize for your continuing dissatisfaction in this matter.   Sincerely,     Vicki C. Resolution Specialist   cc: Revdex.com

Initial Business Response /* (1000, 5, 2015/07/24) */
July 24, 2015
W[redacted] Y**
[redacted]
[redacted]
Dear Mr. Y**:
We appreciate the opportunity to respond to your concerns regarding your custom ring and the service you received at the Amherst store. We...

have contacted the district manager over the store with your service complaint. She will investigate further and take any needed remedial action with the associates involved.
We investigated your complaint and found the following.
" On May 3, 2015 you purchased a wedding band at our Amherst store. As you state in your complaint, a special order was placed for a ring in your fiancée's size. Unfortunately, the wrong size came in and the store was unable to obtain the correct size.
" On May 28, 2015 you agreed to have the band custom made in your fiancée's size. As a customer service, the custom design process was discounted so that you would not have to pay much above the price of the original band. The band was completed and picked up on June 4, 2015.
" On July 7, 2015 you attempted to return the band at our store. This request was denied.
We recognize the importance of your fiancée's wedding ring to you and understand your desire to have a ring in your fiancée's size that is the same as the ring she selected while in our store. We have attached photographs of the two rings side by side and they are virtually identical.
As for your assertion that a store associate told you that the ring was returnable, we have spoken with that associate and she denies saying this. Our return policy is printed on signs in our store and on our receipt. Custom designed merchandise is not returnable. We have attached a copy of this portion of your receipt with your signature.
In light of the above, we cannot honor your request for a refund.

We apologize for your dissatisfaction in this matter.
Sincerely,
V[redacted] C[redacted]
Resolution Specialist
cc: Revdex.com
Initial Consumer Rebuttal /* (3000, 7, 2015/07/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The rings are not "virtually identical".
1) The diamonds are not flushed with the channel setting on the custom made ring. You can feel this as you run your hands over both rings (see [redacted] y** image1.jpg).
2) The channel set/ring mounts of the custom made ring is thinner than the original ring (see [redacted] y** image1.jpg). My wife loved the thickness of the original ring.
3) The inside of the ring of the original purchase is a smooth finish with no holes whereas the custom made ring has holes (see [redacted] y** image2.jpg). A smooth finish was more comfortable for my wife.
4) The edges of the channel set/ring mount of the new ring does not taper off at a 45 degree angle unlike the original ring (see [redacted] y** image1.jpg).
5) The diamonds do not appear to be of the same size although I was assured by the assistant store manager that the diamonds would be the same size (see [redacted] y** image1.jpg). Zoom in on the picture and compare the diamonds. This was the first comment my wife made when she saw the ring (i.e., THE DIAMONDS ARE SMALLER). Now this part in particular, feels like a real bait/switch to me.
I don't know what they are seeing, but as I look at this photos, it is demonstrably evident that these are not "virtually identical". Just because two rings are channel in design does not make them "virtually identical". By their logic, any channel set ring will be "virtually identical" to the original ring that we purchased, which in and of itself is absolutely ridiculous to suggest to the customer (e.g., that Honda Civic is virtually identical to this Toyota Corolla cause they are both cars). If the district manager has not already done so, I implore the district manager to head to this store and see the two rings for him/herself with regards to my assertions above.
As for the assistant store manager, it is disappointing and abhorrent that she would rather cover her own back in this matter than to own up to what she told me and make it right for the customer. Time and time again, she has failed to deliver on anything she has told me as evidenced by the following:
1) She told me that the store had the same ring mounts/channel set frames for my original ring. This led me to believe that they could reassemble the same ring! Did this happen based on the pictures? NO.
2) She told me that the ring would have the same sized diamonds, same diamond counts, etc, EVEN THOUGH the ring to be made would be smaller than the original. Looking at the images, it is CLEAR AS DAY that the ring on the right ((see [redacted] y** image1.jpg) is SMALLER than the ring on the left. So did her words pan out? NO.
2) She told me then when I was going to return the ring that she would do it for me as a customer, and that she valued the customer mores than the transaction. She told me that she would do "what she's not supposed to do" in order to either get me a refund or store credit. Did this happen based on what she told me? NO.
If the security cameras in the store records audio, I humbly ask the district manager to REVIEW THE SECURITY TAPES on 5/28/2015 and the district manager will know that I am telling the entire truth on my account of the store and that your assistant store manager is in the wrong. You will see and hear in the security videos, if they exist, that the assistant store manager BLATANTLY told me that this custom made ring would be returnable if my wife did not find it satisfactory with regards to the original ring. I am not making this up. Heck, if I can even call my cell company to obtain phone records of my conversations that day, you will hear a record of me telling my wife that the store associates told me that it would be returnable if it didn't work out. I made this call in their store.
I have been through the ringer with this store since the 3rd of May. Why would I be making ANY OF THIS UP for 3 months? We have been in possession of the ring for less than 3 weeks throughout this entire debacle. None of us are that free to go about scheming this nonsense. I've already lost time AND sleep due to how frustrated and upset I've been with this whole experience.
I am a graduate student in a long distance relationship. Why on earth would I commit to a ring that cannot be returned when my wife is not around and that I have to fly to her to show her the ring first? Don't you think I would have the common sense to check their corporate policies prior to following through on the custom order, [redacted]which I did[redacted]? I trusted the assistant store manager to convey corporate policies to me clearly, which was why I did the custom made ring. Now this same person is vehemently denying what she told me. At what point does Sterling Jewelers hold their employees accountable for their actions? At what point does the burden of responsibility shift from the customer to the employee based on the employee's actions? Customers trust corporate representatives to be truthful. Otherwise, don't you think all of us would walk into Jareds with a lawyer to interpret the fine print of everything?
The assistant store manager is now blatantly misleading their district manager, just as she misled me into making the purchase in the first place. I honestly don't know why she is doing this, but I'm not surprised that she did. If she misled me, how is the district manager any different?
I implore you Revdex.com, trust the customer on this one as I'm telling the wholehearted truth about my account of this store. I have absolutely nothing to gain from this. I have only experienced emotional distress, loss of time, and loss of money from this. It is deplorable how they are treating me as a customer.
Final Consumer Response /* (2000, 10, 2015/07/27) */