Signet Jewelers

October 11, Dear Ms [redacted] : We appreciate the opportunity to respond to your concerns with your credit accountWe 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 would first like to clarify that the Month No Interest Plan we offer does require monthly payments of 1/of the qualifying purchaseThis information is provided in the Retailers Installment Credit Agreement you received when you opened the credit accountIn addition, your monthly payment amount is printed on our receipts We research your complaint and found the following· On May 23, 2015, Mr [redacted] opened a credit account with our store Kay Jewelers· On June 18, 2016, Mr [redacted] financed a purchase for $The 20% down payment to convert the purchase to our Month Plan reduced your financed balance to $· The minimum monthly payment of $was due on or before the 13th of each month· On September 19, 2016, the account was closed for non-payment· On September 24, 2016, Mr [redacted] gave us permission to speak with you about the account and scheduled a payment for September 30, with our Recovery DepartmentYou alleged that the store associate told you no payment was due for months· On September 26, 2016, a representative from our Customer Care Department contacted you regarding your Twitter post about the situationDuring this conversation, you stated that you had received statements showing $payment due by August 13, and then on September 13, but had ignored themAs a customer service, the representative removed the $late fee from the account According to store management, the store team member who assisted with the purchase is a tenured employee and is aware that monthly payments are still required on our Month No Interest PlanNonetheless, we have forwarded your service complaint to the district manager over the store for review We are obligated by the Fair Credit Reporting Act to accurately report your account history to all credit bureausThe information we are reporting is accurateTherefore, we are unable to honor your request to change its reporting or remove the remaining past due balance as you have requested We apologize for your dissatisfaction in this matter Sincerely, Vicki CResolution Specialist

Initial Business Response / [redacted] (1000, 5, 2015/12/01) */ December 1, Dear Ms***: We appreciate the opportunity to respond to your concerns regarding the repair work and service you received from our [redacted] storeWe have forwarded your complaint to the district manager over the storeShe will investigate and take any needed remedial action with those involved in order to prevent a reoccurrence We investigated your concerns with the repair work and found that the information you have provided is accurateWe have a six-month repair warranty on all repairs we perform against poor workmanship or material defectRegretfully, your repair work and receipt were under the last name [redacted] in our system, which is why our store team members could not find your information when you visited our store We apologize for the frustration and inconvenience that this caused youAs you have requested, we will reimburse you for the expense you incurred with the other jeweler and the $charge you paid to our company for the repair workWhile we understand you showed your receipt to the store associates, we will need a copy of your receipt stating what work was completedYou may either fax a copy to [redacted] or attach a copy to your Revdex.com complaint in order to confirm the complete amount of reimbursement Sincerely, Vicki C Resolution Specialist cc: Revdex.com Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/12/02) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 10, 2015/11/30) */ November 30, Dear Ms [redacted] : We appreciate the opportunity to respond to your concerns regarding the repair work and service you received from our companyWe have forwarded your complaint to the district repair manager over the repair shop and the district manager over the Piqua storeThey will investigate and take any needed remedial action with those involved in order to prevent a reoccurrence We understand the importance of your wedding rings to you and understand your frustration with the problems that have occurredWe understand that your rings recently returned from repair and that the work was unsatisfactoryWe are confident that the case specialist you have begun to work with will assist you in obtaining a resolution with your repair concerns We apologize for your dissatisfaction in this matter Sincerely, Vicki Co Resolution Specialist cc: Revdex.com

October 24, Dear Ms [redacted] : We appreciate the opportunity to respond to your concerns regarding your mother’s ring and the service you received from our companyWe have forwarded your service concerns to the district manager and the manager of the Customer Care representative involved They will investigate further and take the remedial action needed to prevent a reoccurrence We investigated your complaint and found the following· On December 19, 2014, you purchased a mother’s ring· On December 26, 2014, you paid $to have the ring sized to a · On May 28, 2015, you paid $According to our records, the Design and Service Center replaced one stone and tighten a loose sapphire and garnetThe job notes do not state which gemstone was replacedHowever, as you have stated in your complaint the sapphires are covered under the Gemstone GuaranteeThe work was completed and the ring picked up on June 18, · On May 11, 2016, your ring was sent to our Design and Service CenterThe repair ticket requests the replacement of the sapphiresThere was no mention of the aquamarine stoneYou picked up the ring on May 26, · On July 11, 2016, your ring was sent to our Design and Service Center to make the prongs less sharpThe work was completed and the ring picked up on July 27, · On September 15, 2016, your ring was sent to the Design and Service Center with the instructions to replace the damaged aquamarine stoneThis was replace free of charge as a customer serviceYou picked up the ring on September 30, We would like to clarify that aquamarine stones can be brittle and break upon impactWe do not agree with the opinion of the jeweler that the stone was damaged during setting because the jeweler you took the ring to is our competitor and their opinion may be biasedThe stone has been replaced free of charge as a customer serve We care sorry to hear that a garnet is missing from your ringThe replacement cost for garnets is not included in the complementary Gemstone Guarantee that we provideWe do offer a six month repair warranty on our repair workHowever, as you have pointed out the prongs for the garnet’s setting are intactGarnets are not a hard stone and can break which could cause it to fall out of the setting Because your purchase is beyond our return policy, we cannot honor your request for a refundAs a gesture of good will, we are mailing a $gift card which you can use to cover the charge to replace the garnet or to purchase other merchandise We apologize for your dissatisfaction in this matter Sincerely, Vicki CResolution Specialist cc: Revdex.com

May 11, [redacted] Revdex.com ID # [redacted] Dear Ms [redacted] : We appreciate the opportunity to respond to your concerns about the service you received with our companyYour service concerns have been forwarded to the District Manager responsible for the Pembroke Mall store and management of the Customer Care DepartmentThey will investigate and address your concerns further with those involved Our policy for returns being issued is printed on our receiptsFor a cash purchase, cash will be given if availableIf not available a check will be issued from the corporate office within four days and mailedWe would like to clarify that our stores start each day with a specific amount in their registers to make change for cash purchases, but they need to make cash sales in order to give out a cash refundBecause the majority of our customers pay with credit, debt, or check, we do not always have cash available for refunds We regret if our store team members did not explain our policyHowever, unless asked about the return policy, our store team members would not naturally assume a refund would be forthcoming Your return period on your watch expires on May 30, and provided the watch remains in unworn condition, you can contact our store prior to visiting to see if they have the $cash in their register before stopping by or you can have the refund processed and a check mailed to you We apologize for your dissatisfaction in this matter Sincerely, Vicki C Resolution Specialist cc: Revdex.com

Revdex.com: I have reviewed the response *ade by the business in reference to co*plaint ID [redacted] , and find that this resolution is satisfactory to *e

April 17, [redacted] Revdex.com ID: [redacted] Dear Ms [redacted] We appreciate the opportunity to respond to your concerns regarding your ring and the service you received from our companyYour service concerns have been forwarded to the District Manager responsible for the Parkdale Mall storeShe will investigate and address your concerns further with those involved We would like to clarify that the invisible set diamonds in your ring are not standard cut diamondsThey are held in place by wires in grooves cut in the sides of the diamonds below the tableThis allows the center stones to appear to be one larger and more valuable diamondHowever, when an invisible set diamond is damaged or needs repair, the ring is sent from the home office to a vendor so that a new diamond can be cut to fit which can be a lengthy process that cannot be rushedWe regret that the length of time this takes was not properly explained to you by our store team members We recognize the importance of your engagement ring and understand your distress with what has occurredWith respect to the allegations you mentioned, you should be aware that we take these allegations seriously and would like to assure you that we investigate all concerns raised by our guestsWe take great pride in the trust our guests place in us with caring for their jewelryAs a bit of context, our company manages more than million service and repair transactions each year As stated above, your repair cannot be rushedYour ring will return to the store in JuneWe apologize for your dissatisfaction and any inconvenience you have experienced in this situation Sincerely, Vicki C Resolution Specialist cc: Revdex.com

Initial Business Response / [redacted] (1000, 5, 2015/07/01) */ July 1, Dear Mr [redacted] : We appreciate the opportunity to respond to your concerns regarding the service you received at our [redacted] storeWe have forwarded your service complaints to the district manager over the storeHe will investigate and take any remedial action needed with those involved in order to prevent a reoccurrence We investigated your complaint and learned that after your ring was sent to our repair shop to have the prong repaired; one of our jewelers noted what is either a chip or a natural inclusion on the girdle of your diamondA former store associate from the [redacted] store contacted you before getting further information from the repair shop and told you that your diamond was crackedWe regret the distress that this incorrect information caused youIt is our procedure for our store associates to have all the facts before contacting our guests with issues when they occur According to Sherry who met with you in the store and showed you your diamond under magnification, the mark noticed by the jeweler is likely an inclusion since it has not erupted through the surfaceHowever, your diamond is under warranty and we can send your ring to the home office repair shop to evaluationIf the diamond is damaged, it will be replaced free of charged under your warranty We recognize the importance of your wedding jewelry to you and understand your frustration in this matterYou can take you ring to any of our Kay Jewelers stores to be sent to the home office if you prefer not to return to the [redacted] locationPlease take a copy of this letter with you to the store of your choiceIf the store associates of the store you visit have any questions, please ask them to call the Customer Care Department with file number [redacted] for assistance We apologize for your dissatisfaction in this matter Sincerely, Vicki C Resolution Specialist cc: Revdex.com

Initial Business Response / [redacted] (1000, 5, 2016/02/03) */ February 3, Dear Mrand Mrs***: Thank you for contacting us with your concerns regarding the earrings you purchased and our return policyWe would like to clarify that our return policy is thirty days from the date of purchase all year around, not only during the holidaysOur policy is shown on our website We are sorry to hear that you find the design of the earrings uncomfortable on your earsThe earrings are a type called climbers and are meant to hug your ear lobe without earring backsAs you have stated, we have offered you the option to exchange the earrings for a different design or different merchandise at the same purchase price or greaterThis option is still available to youPlease stop by the store nearest you for assistance We regret that you felt our Customer Care Department was not empathetic when you contacted usUnfortunately, we do not make exceptions to our return policy for the circumstances you have cited in your complaintHowever, our Customer Care representatives should treat each of our guests as the valued customer they areWe have forwarded your service complaints with the Customer Care Department to departmental management to review the call recordings and to take any remedial action needed after the recordings are reviewed We apologize for your dissatisfaction in this matter Sincerely, Vicki C Resolution Specialist cc: Revdex.com Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/02/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for your response, as I had stated in my original response I knew what your policy wasI simply was trying to say I think your policy is a bad policyDo not believe it the holiday time it gives a person enough time to get through the chaos of the holidays and return any giftsI believe that your policy is swayed to your benefit, not your customers [redacted]

November 21, [redacted] Re: Revdex.com case # [redacted] Dear Mr [redacted] : Thank you for contacting us again regarding your credit accountAs previously stated, our records indicate the payment was made on March 17, at 8:AM which was past your March 16, due dateIf you have documentation, such as a bank statement, showing the payment was made March 16, 2016, please attach it to your complaint and we will reconsider our decision We apologize for your continuing dissatisfaction in this matter Sincerely, Vicki C [redacted] 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 meI may add, When I went to pick up the bracelet that was warranted a new replacement, the manager tried to give me the old bracelet back, once I pointed out there was still something wrong with it that's when she said "okay, let me see if there a replacement in store"If this was warranted a replacement why would she even try to give me the old bracelet again? Thank you for your prompt response

Initial Business Response / [redacted] (1000, 5, 2016/05/25) */ May 25, Dear Mr [redacted] : We appreciate the opportunity to respond to your concerns regarding your platinum engagement ringWe are sorry to hear that you noticed a mark in your diamond under our microscope after the diamond was set in a new mounting and that our store team members rushed you out of the store without speaking with store managementWe have forwarded your service complaint to the district manager over the storeHe will investigate and take any needed remedial action with those involved to prevent a reoccurrence Diamonds with clarity of SIhave inclusions visible under magnificationBecause your diamond was rotated, it is possible that the mark you saw was hidden under a prongWe will need to evaluate your diamond at our store in order to determine if you have seen an inclusion or damageIf your diamond was damaged during repair, we will replace it with a diamond with, at minimum, matching specifications as is stated in our repair warranty Please stop by our Aurora store with your ring and diamond certification papers if you have them so that we can evaluate your diamondWe apologize for your dissatisfaction in this matter Sincerely, Vicki C Resolution Specialist cc: Revdex.com Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/05/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) Accepting your imprudent solution will definitely not be the caseI would have to be brain dead, that is like taking a vehicle to a mechanic that came in having minor issue and leaving having more than it started withOr perhaps like a heart patient having heart surgery from a heart surgeon that is known to have medical malpractices' against himWith that being said, my reasoning behind the decline of a miniscule attempt to provide a lackluster solution is the following articles/links that show what type of Company you and your subsidiaries are....something that I want no part of any longerI simply want my NOW DEFUNCT DAMAGED Diamond replaced with one of a higher quality AND to be refunded for the charge on my credit card!! For all you consumers that have recently or previously purchased from this company, think again for the near future!!! SEE BELOW!! Final Business Response / [redacted] (4000, 10, 2016/06/03) */ June 3, Dear Mr [redacted] : Thank you for contacting us again with your concerns about your diamondWe value each and every one of our guestsWe are aware of the allegations you located onlineWe would like to assure you that any guest reaching out to us will receive the appropriate attention to their concern In your situation, we would need to determine if your diamond is damaged before we commit to replacing your diamondAs previously stated, we would need to evaluate the ring at our storeIf the diamond is damaged, we will replace itPlease stop by our store at your convenience We apologize for your continuing dissatisfaction in this matter Sincerely, Vicki C Resolution Specialist cc: Revdex.com

Initial Business Response / [redacted] (1000, 6, 2016/04/26) */ April 26, [redacted] Dear [redacted] : Thank you for contacting us with your concerns regarding your purchase and the service you have received with our companyWe have forwarded your service complaints with our Tanger Pittsburgh store to the district managerShe 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, On April 16, 2016, the ring was returned off your accountAs you have explained in your complaint, LeVian does not recommend sixing this ring up or down more than one sizeThis is because the ring contains over diamonds and sizing can sometimes affect the integrity of the diamond settingsWe have contacted LeVian and they are making the ring in your sizeThe ring is expected to be ready for pick up by June 17, We apologize for your frustration in this matter Sincerely, Vicki C [redacted] Resolution Specialist cc: Revdex.com

Initial Business Response / [redacted] (1000, 5, 2015/12/07) */ December 7, Dear Ms***: We appreciate the opportunity to respond to your concerns about the service you have received from our [redacted] Mall store and your fiancé's bandWe have forwarded your service complaints regarding the problems you experienced with the custom design of your engagement ring and lack of follto the district manager over the storeHe will investigate what occurred and take the needed remedial action with those involved to prevent a reoccurrence We would first like to clarify that because the band and repair work are not listed under your name, we are limited in the amount of detail we can provide to youWe investigated your complaint and found the following " In June 2015, a men's white gold band was purchased " At the end of July 2015, the band was sent to our Design and Service Center with a diamondThe instructions for the work request that the diamond be set flush in center of ring " The band returned to the store with the work completed in mid-AugustIt was sent back to the Design and Service Center to have the diamond re-set in a bezel setting and the band sized to The work was completed at the end of AugustOne repair fee was paid on the day it was picked up " On November 10, 2015, you contacted the Customer Care Department because you wanted the band custom made at a different Kay Jewelers store and the return or exchange of the band purchased in June had been deniedThe Customer Care Department also agreed that the band could not be returned or exchanged We understand the importance of your fiancé's band to you and recognize your frustration that he was not able to wear the band at first without being scratched and that the band now shows some signs of the first repair after the bezel setting was addedWe understand that the district manager has agreed to discount the custom of the band from approximately $2,to $1,with tax includedThe discount is more than half the original price of the band due to the Love Rewards discount received that day Because the band is beyond our return/exchange policy, we cannot honor your request to exchange the band toward the customHowever, we will mail a $Kay Jewelers gift card for the fee paid at the end of August for the setting of the diamondIf you can provide the date and sales slip number of the additional repair charge you reported to paying, we will increase the gift card to include that amount We apologize for your dissatisfaction in this matter Sincerely, Vicki C Resolution Specialist cc: Revdex.com Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) This ring was not our first issue with Kay JewelersWe have had nothing but problems since we started with them in FebruaryI am glad we started on our wedding bands early so that we will still have them done for our wedding After we got my fiance's ring back from Kay Jewelers, I took the ring to multiple different jewelers (including Jared's, a sister to Kay's) who all stated they would never stick a customer with a ring that they did not loveThey all apologized for what happened to us which was interesting to me as it was not their fault and I never heard an apology from Kay'sJared's even looked at our custom order and stated that Kay's was overcharging us for the custom and that they could do the custom for $instead of the $originally quoted from Kay's At Kay's, we were promised things that were never delivered to usWe were told we would not be able to see the flaws from the first repair after the second repair was finishedThis was not trueWe were never able to get a hold of anyone as no one would return our phone callsWe had to run back and forth between different stores because no one could give us a straight answer Kay Jewelers (with the "discount" which really was not a discount at all) quoted us $for a custom piece that would give us everything we wantedWe finally took the ring to [redacted] in [redacted] They quoted us $for the exact same specificationsSince we already spent approximately $on the ring, we do not feel that we should have to spend another $to fix a mistake that was not ours and to get exactly what we want (especially since we own the diamond) If you are going to refund the repair cost to us, I would like it in a checkI have no need for a Kay Jewelers gift card at this time, as we will be taking the ring to [redacted] due to the cheaper quote and a trusting relationshipI do not want to put any further money into Kay Jewelers and will not be coming back to your store Therefore, I would like a refund of the repair cost ($100) in a check as well as a refund of our gas ($50) that we had to use to make multiple trips back and forth to [redacted] from [redacted] and between multiple Kay Jewelers Final Business Response / [redacted] (4000, 9, 2015/12/23) */ December 23, Dear Ms***: Thank you for contacting us again with your concerns regarding your fiancé's bandWe are sorry to hear that we were unable to fulfill your custom design jewelry needsWe have closed the $gift card that was mailed to youAs you have requested, we are mailing a $ [redacted] gift card, which can be used any where [redacted] is acceptedPlease allow business days for delivery We apologize for your continuing dissatisfaction in this matter Sincerely, Vicki C Resolution Specialist cc: Revdex.com Complaint Response Date bumped because: Holiday Complaint Response Date bumped because: Holiday Final Consumer Response / [redacted] (2000, 11, 2015/12/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) I am not satisfied with this company but I accept this resolution as I have taken the ring elsewhere and had it done beautifullyI will not be returning to Kay Jewelers

July 12, Dear Ms [redacted] We appreciate the opportunity to respond to your concerns regarding the service you received from company regarding your LeVian bridal setWe forwarded your service concerns with the repair work our company performed to the district manager over the Design and Service CenterHe will investigate further and take the remedial action needed to prevent a reoccurrence We would first like to assure you that our company manages more than million service and repair transactions each year and we take great pride in the trust our guests place in us with caring for their jewelryWhile we make every effort to protect our guests jewelry during the repair process; unfortunately, human error can occurAs you have stated in your complaint, your rings should have been made by LeVian in your size if possible and we regret the inconvenience that not having been done so caused According to our records, our Guest Relations Department has arranged a refund as you have requestedIn the hope that this situation will not sever our business relationship with you, we are mailing a $Kay Jewelers gift card for a future purchase with our company online or in one of our stores We apologize for your frustration in this matter Sincerely, Vicki C Resolution Specialist cc: Revdex.com

Initial Business Response / [redacted] (1000, 6, 2016/04/18) */ April 18, [redacted] Dear [redacted] : We appreciate the opportunity to respond to your concerns regarding your online order and the sterling silver ring you purchasedWe were unable to find an online purchase made under your nameIf 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 jewelrySterling silver is 92.5% silver and 7.5% other metalsIt is the other metals, primarily copper, that makes sterling silver to tarnishThe copper reacts to the moisture and sulfur in the air, causing sterling silver to tarnishSilver tarnishes faster in areas with high humidity and air pollutionChemicals (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 airIf an item does begin to tarnish, cleaning it right away will make it easier to restore the shineWe recommend using a silver polishing cloth to remove oxidation from silver We offer a sixty-day return and ninety day exchange period for our jewelryBecause 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 exchangedPlease 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

I am rejecting this response because: The information you are reporting to the credit bureau is inaccurate and it needs to be removedI am only asking for the inaccurate information to be correctedIf the inaccurate information is not corrected I will have no choice but to formally contact the attorney general and take necessary action

November 14, [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 refundWe would first like to thank you for your service to our countryWe 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, Your purchase was shipped and charged to your credit account on August 16, which is when your return period beganOn October 31, 2016, you contacted our Customer Care Department requesting an exception to our return policyThis request was denied We are sorry to hear that you are no longer in need of the engagement ringHowever, we do not make exceptions to our return policy under these circumstancesThe 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 / [redacted] (1000, 5, 2015/12/09) */ December 9, Dear Mrs [redacted] : We appreciate the opportunity to respond to your concerns regarding your engagement ring and the service you received from our [redacted] storeWe have forwarded your service concerns to the district manager of the storeShe will investigate further and take any needed remedial action with those involved to prevent a reoccurrence We would like to clarify that the invisible set diamonds are not standard cut diamondsThey are held in place by wires in grooves cut in the sides of the diamonds below the tableThis allows the center stones to appear to be one larger and more valuable diamondHowever, when an invisible set diamond is lost or damaged, the ring is sent from the home office to a vendor so that a new diamond can be cut to fit which can be a lengthy process that cannot be rushedWe regret that the length of time this takes was not properly explained to you by our store team members We recognize the importance of your wedding jewelry and understand your distress with the problems that have occurred and the length of time it would take to have your engagement ring repairedAccording to our records, our Customer Care Department arranged an exchange that took place on December 5, 2015, which is beyond our exchange period for a different style ring with a princess cut diamond We apologize for your dissatisfaction and any inconvenience you have experienced in this situation Sincerely, Vicki C Resolution Specialist cc: Revdex.com Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/12/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) The manager of the facility has reconciled the situationI appreciate the timely manor he did this inThere is no longer any issues with this complaint

Initial Business Response / [redacted] (1000, 5, 2015/05/27) */ May 27, Dear Ms [redacted] : We appreciate the opportunity to respond to your concerns regarding your Diamond Guarantee and the repair of your ring We would first like to clarify what the Diamond Guarantee entailsOur Diamond Guarantee is a complimentary warranty we give all our customers who purchase jewelry with diamondsThis warranty replaces the diamonds if they become chipped or missing from the mounting and requires documented inspections every six months to remain validThe purpose of the inspections is to prevent the loss of a diamond, which is to our mutual benefitIf the inspections are not completed, the Guarantee becomes null and void Our store associates are trained to document all inspections on paper and in our computer systemYour guarantee brochure states that your paperwork should be brought with you for an inspectionIf our store associates are not told the jewelry is there for an inspection, it is cleaned onlyPlease understand that a cleaning is not the same as an inspection and is not documented Because you have not met the criteria for a free diamond replacement under the terms of the Diamond Guarantee, we cannot replace your diamond free of chargeAs a gesture of good will, we are mailing a $gift card that you can use toward the replacement price of the diamondOnce the diamond has been replaced, your Diamond Guarantee will be reinstatedIn order to avoid diamond replacement costs in the future, please stop by one of our stores with your Diamond Guarantee paperwork every six months for an inspection We apologize for your dissatisfaction in this matter Sincerely, [redacted] Resolution Specialist Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/05/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) No, I do not accept their responseEvery time I bring in my ring for cleaning they check the diamonds under the microscope with a tweezer before they clean itSo I thought they were inspecting it before they clean itIt is unfair to me for my claim to be null & void because I did not use my wording correctlySince I use the word cleaning vsInspection...but you inspect it under the microscope every time before you clean itNot only that, you are giving me $gift cardThe price to replace the diamond & prongs is $please cover the full amount of the diamond replacementI'm walking around with no wedding ring on my hand because it looks very bad...thank you! Final Business Response / [redacted] (4000, 9, 2015/06/02) */ June 2, Dear Ms [redacted] : Thank you for contacting us again with your concernsOur store associates examine jewelry before cleaning to ensure the diamonds or gemstones don't become loose or lost during cleaning in our ultrasonic cleanersThis is not the same as an inspection for your Diamond Guarantee As previously stated, your Diamond Guarantee brochure states that documented inspections are required to keep the guarantee validBecause this did not occur, we cannot honor your request for a free diamond replacement We apologize for your continuing dissatisfaction in this matter Sincerely, [redacted] Resolution Specialist