Signet Jewelers

I am rejecting this response because: I feel as though I shouldn’t have to pay for a ring that I didn’t have for almost 2-week as it was a faulty ring

Initial Business Response / [redacted] (1000, 5, 2015/09/24) */ September 24, [redacted] Dear [redacted] ***: We appreciate the opportunity to respond to your concerns regarding your credit account and the service you received from our Greenwood store 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 It is our policy to clearly explain our credit application process, including the fact that a hard inquiry is recorded in association with the processWe have addressed your concerns with the district manager of the storeShe will investigate further and take any needed remedial action with the associate involved to ensure the correct information is provided regarding inquiries in accordance with our policy We disclose on our credit application that we will obtain a consumer report and it is an industry standard to access a consumer's credit file before establishing an accountHard inquiries are recorded when consumers apply for an extension of credit to obtain goods or servicesYour intent to establish a credit account with us is not in dispute and, as such, a corresponding inquiry was made in order to create your new account According to our records, you voluntarily surrendered the ring on September 11, which has reduced your account balance to zeroBecause the credit account was established and utilized for five months, we are unable to remove the reporting of the account from the credit bureausIn addition closing the account may have a negative impact on your creditSince it was a high balance it may positively impact your utilization ratio, one of many factors that can contribute to your overall credit score We apologize for your frustration in this situation and hope the information provided helps to clarify the matter Sincerely, Vicki C [redacted] Resolution Specialist cc: Revdex.com Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/09/25) */ (The consumer indicated he/she ACCEPTED the response from the business.) When the gentleman talked to me I asked by surrendering the ring would it hurt my credit and he told me noI will accept this because it helps my situation and I will be able to buy a homeBut it seems like the practice at your company is to tell the customer what they want to hear not the TRUTH Thanks, [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2015/12/18) */ December 18, Dear Mrs***: We appreciate the opportunity to respond to your concerns about the service you received from our Spring Hill storeWe have forwarded your service complaints regarding lack of follto the district manager over the storeHe will investigate and take the needed remedial action with those involved to prevent a reoccurrence We do have procedures in place to protect our guests' jewelry from damageUnfortunately, human error can still occurAccording to our repair shop, your chain is too thin for them to repair furtherWe deeply regret that your chain broke in three additional places while in our possession As you have requested, if you find a jeweler who can repair the chain please send a copy of your invoice by fax to (***) [redacted] and we will reimburse you for three of the breaks We apologize for your frustration and inconvenience in this matter Sincerely, Vicki C Resolution Specialist cc: Revdex.com

February 13, Kelli Arnold Ferguson Park Terrace Blvd F Columbia City IN Revdex.com ID # Dear MsFerguson: We appreciate the opportunity to respond to your concerns regarding the service you received from our company We reviewed your previous Revdex.com complaint, ID Due to an issue with a one month delay of a replacement ring, we mailed a gift card to you for $As we stated in our original response, we are not able to alter your payment amount or apply a credit on your accountThe gift card was for a future purchase made online or in one of our storesWe regret any confusion for what the gift card was to be usedHowever, we do not compensation monetarily for the situation mentioned in your complaint and believe the gift card for a future purchase is adequate compensation for the issue Regarding your request to alter the reporting history of your credit account, we are obligated by the Fair Credit Reporting Act to accurately report your account history to all credit bureausBecause we are reporting accurate information, we cannot honor your request to change your payment history We apologize for your dissatisfaction in this matter Sincerely, Vicki Copus Resolution Specialist cc: Revdex.com

Initial Business Response / [redacted] (1000, 10, 2015/08/24) */ August 24, 2015 [redacted] Dear Ms. ***: We appreciate the opportunity to respond to your concerns with your jewelry. We investigated your complaint about the repair work on your jewelry and... found two items of yours which have had more than one repair. The details are listed below. " In January 2011 your husband purchased a diamond heart shaped necklace. o The chain required repair on September 9, 2013. o The bail on the pendant required repair on June 22, 2015. " In November 2012 your husband purchased a chocolate and white diamond LeVian ring. o On July 13, 2013 we sent the ring to LeVian to replace a missing diamond. o April 27, 2015 we sent your ring to LeVian for rhodium plating and tightening a diamond. We would like to clarify that diamond tightening is regular maintenance on multi-stone rings and that rhodium plating can wear over time. o On August 8, 2015 you brought your ring to us because it was missing a diamond. The ring is currently still out for repair. We recognize the importance of your jewelry to you and understand your distress when issues with them arise. The only jewelry item that we found that required a second repair within a short time after an initial repair is the current repair on your LeVian ring. Please understand that gold unlike the metals used in costume jewelry is a soft metal, prongs can break or become loose during normal wear. Your ring is under warranty and the repair work is being preformed free of charge. Given the repair history above and the fact that we were unable to uncover a repair history of repeated repairs as you assert in your complaint, we cannot honor your request for a replacement LeVian ring. However, if you have any more issues with your ring, we can reconsider this option in the future. If there are more items you are referring to in your complaint, please provide more information such as the type of item and the dates of repairs as best as you can recall and we will investigate further. We apologize for the inconvenience you experienced in this matter. Sincerely, Vicki C [redacted] Resolution Specialist Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/08/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) 1ST od the chain on the heart shaped necklace was not repaired it was a bail issue each time! 2nd the LeVian ring did not have a missing stone the stone was broken and ready to fall out! I had just got this ring back from being repaired. Why didn't the jeweler see that before returning the ring? I had just had it inspected after it was returned to me as being repaired and was informed that there was yet another issue. Are the pieces even going out for repair? I'm not thinking so. As I said we pay for these pieces to be worn not to be in your repair shop. We want something done! Final Consumer Response / [redacted] (4200, 16, 2015/09/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) a GOOD PRACTICE OF CUSTOMER SERVICE WOULD BE TO REPLACE THE ITEMS AFTER THE SECOND TIME A PIECE WAS BROUGHT IN. WHEN I CAME TO YOUR ESTABLISHMENT THE MANAGER ADVISED ME THAT SHE WOULD HAVE YOUR JEWELERS FIX THE PROBLEMS THAT THEY ARE MUCH BETTER THAN LEVIAN AT REPAIRS!? WE SPEND ALOT OF MONEY IN YOUR ESTABLISHMENT AND COULD EASILY GO ELSEWHERE BUT HAVE CONTINUED OUR LOYALTY TO KAY. I KNOW THAT YOUR COMPANY HAS INSURANCE FOR SUCH ISSUES. WE ARE STILL WANTING A REPLACEMENT. IF YOU LOOK AT THE BAIL ON THE PIECE THAT YOU HAVE DISPLAYED IN YOUR STORE COMPAIRED TO THE BAIL THAT WAS REPAIRED ON MY NECKLACE YOU WOULD BE AMAZED AT THE DIFFERANCE. I AM AFFRAID TO WEAR THESE PIECES AS I DON'T WANT TO HAVE TO HAVE THEM REPAIRED YET AGAIN! Final Business Response / [redacted] (4000, 18, 2015/09/04) */ September 4, 2015 [redacted] Dear Ms. ***: Thank you for contacting us again with your concerns about your jewelry. We apologize for your continuing dissatisfaction in this matter. We would like to clarify that your necklace is not a LeVian piece and has never been sent to LeVian for repair. If you are dissatisfied with the appearance of the bail, please bring it back to our store so that it can be sent to the repair shop for refinement. We offer a six month repair warranty on our repair work. However, for your necklace which is covered under our Extended Service Plan, a plan which our company self-insures, it is a jeweler who determines if and when an item cannot be repaired and should be replaced. As previously stated, your necklace was repaired on September 9, 2013 and June 2015. Gold which the bail is made from is a soft metal and will stretch or break if the necklace snags or is pulled. Because of the length of time during repairs, we do not believe there is a weakness or defect causing the bail to break. Therefore, we cannot honor your request for a new necklace. We have in our previous response explained our decision for not replacing your ring at this time. We do thank you for your patronage with our company and regret your frustration with this situation. Sincerely, Vicki C [redacted] Resolution Specialist

April 17, 2017 [redacted] Re: BBB ID # [redacted] Dear Ms. [redacted] We appreciate the opportunity to respond to your concerns regarding your bracelet and the service you received at our store. Your service concerns have been... forwarded to the District Manager responsible for the Broward store. She will investigate and address your concerns further with those involved. We have reviewed your concerns and found the details of your complaint to be accurate. According to our records, the Customer Care representative you have been working is assisting you with a replacement bracelet as you have requested. A bracelet has been special ordered and a second bracelet is being shipped from another store for you to see. We apologize for your frustration and any inconvenience your experienced in this matter. Sincerely, Vicki C Resolution Specialist cc: RevDex.com

January 17, [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 storeYour service concerns have been forwarded to the District Manager responsible for of the storeHe will investigate and address your concerns further with those involved We would like to assure you that the price your husband financed for the inch chain was for the 10kt gold price and not for 14kt gold as you allegeWe regret if there was any confusion as to the gold karat weightThe receipt does show the chain was 10kt According to our records, your husband returned the chain for a full refund on January 6, We apologize for your dissatisfaction in this matter Sincerely, Vicki CResolution Specialist cc: Revdex.com

Initial Business Response / [redacted] (1000, 5, 2015/09/29) */ September 29, [redacted] Dear Ms [redacted] : Thank you for contacting us about our Instant Rewards certificatesWe would like to clarify that the name of the promotional certificate is Instant Rewards as opposed to our Santa Certificate promotion, which has a redemption period that begins on a later date than the certificates are issuedThe Instant Rewards promotion is not an instant discount or sale price on all merchandise over $ As you have quoted in your complaint, a $Instant Reward certificate is issued for every $spent on jewelryThe certificate must be presented at the time of redemption and cannot be used on a previous purchase We reviewed your purchased and found the following On September 21, you purchased a diamond band for $A $Instant Rewards certificate was issued on this purchase On your second transaction that same day, you purchased an anniversary band for $The Instant Rewards certificate from the previous transaction was redeemed and the price of the band before taxes decreased to $ We regret any confusion that the wording of our promotion has caused youYour transactions on September 21, only entitled you to one Instant Rewards certificate for $to be used on a new purchaseTherefore, we would not issue a new certificate or reimburse you $ We apologize for your dissatisfaction in this matter Sincerely, Vicki C [redacted] Resolution Specialist cc: Revdex.com

July 28, Revdex.com Case #: [redacted] Dear Mr [redacted] Thank you for contacting us again with your concernsThe credit review was triggered by your recent request to increase your credit limitThis did not occur at the time of your voluntary surrender We apologize for your continuing dissatisfaction in this matter Sincerely, Vicki C Resolution Specialist

March 5, [redacted] Burnsville MN Dear Mr [redacted] We appreciate the opportunity to respond to your concerns regarding the quality of your wedding setWe investigated your complaint and found the following · On June 1, 2013, you purchased an engagement ring and enhancerThe rings were sent to our repair shop to size to and replace the diamonds in the enhancer with gemstones, and solder the rings togetherThe work was completed and picked up on June 15, · On February 11, 2015, the wedding ring set was sent to the repair shopThe job notes request the head of the ring to be replacedThe work was done and the rings were picked up on March 7, · On June 13, 2015, the wedding set was sent to the repair shop to replace a citrineThe work was done and the ring set was picked up on July 11, · In March 2016, you submitted a Revdex.com complaint, case 90080896, regarding your dissatisfaction with your wedding setAs a result of this complaint, our company replaced a missing topaz and a damaged amethyst free of charge which are not covered under your warranty as a customer service· On November 1, 2016, your wedding set was sent to the repair shop to tighten one stone and rhodium plate the ringsThe work was completed and you picked up the rings on November 14, · We have no further record of repairs As shown from the repairs listed above, we do not have a record of a wedding set that is progressively falling apart as you have allegedIf you have other repairs not mentioned above, please provide the dates and the name listed on the repair and we will research further We appreciate the importance of your wedding rings to you and understand your frustration that repairs are needed from time to timeCurrently, we would require you to send your wedding set out to our repair shop if repair work is neededYou have purchased the Extended Service Plan on the ringsIf our jewelers determine that the rings are un-repairable or have a merchandise quality issues, they can recommend that the rings be replaced or exchanged if neededWithout their recommendation that the wedding set is compromised, we would not be able to honor your request for a replacement or upgrade We apologize for your dissatisfaction in this matter Sincerely, Vicki C Resolution Specialist cc: Revdex.com

Initial Business Response / [redacted] (1000, 10, 2015/10/14) */ October 14, Dear Mr [redacted] : We appreciate the opportunity to respond to your concerns with your wife's wedding ring and the service you received from the Shoppes at [redacted] store and the Customer Care DepartmentWe have forwarded your service complaints to the district manager over the store and the supervisor of the Customer Care Representatives involvedThey will investigate and take any remedial action needed with those involved in order to prevent a reoccurrence We reviewed your complaint about your wife's wedding ring and found the following " On December 18, 2005, you purchased an engagement ring, wedding band, and a men's wedding band " We reviewed the past repair history of your wife's wedding rings o In 2008, the rings were sized and soldered together o In 2009, the wedding set was rhodium plated o In 2013, we located the repair you referred to in your complaintWe sent the wedding set to our Design and Service Center to have diamonds tightened and the rings rhodium platedIt was returned to the shop twice for rework for loose baguettes and a scratch on the mounting " On June 20, 2015, we sent the wedding set to our Design and Service Center to re-tip prongs, rhodium plate, and tighten stonesOur records indicate the work was completed and the set was picked up on July 9, " On August 19, 2015, we sent the wedding set to our Design and Service Center to rebuild one of the channelsOur jeweler suggested that the rings be sent to the home office repair shop because the engagement ring's channel was beyond their ability to repairAt this time, we offered to exchange the engagement ring at the purchase price plus the travalue " During your conversations with the Customer Care Department in September, it was decided to send the wedding set to the home office repair shop for repairUnfortunately, they determined that they were not able to repair the channels either We recognize the sentimental value of your wife's wedding set to you and your wife and understand your distress that such special jewelry cannot be repairedAccording to our records, the Customer Care Department has agreed to an even exchange of the engagement for a different ring that you have select, which meets your request to have at least the same diamond carat weight as your original ringIn addition, we have agreed to an exchange of the wedding bandHowever, since there were no issues with the band, you would be responsible for the price difference between the two bands We apologize for the frustration and inconvenience you have experienced in this matter Sincerely, Vicki C Resolution Specialist Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/10/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) They are offering the same price and karat weight not just karat weight so unable to find a ring with both parameters Final Business Response / [redacted] (4000, 18, 2015/10/26) */ October 26, Dear Mr [redacted] : Thank you for contacting us againThe ring we referred to in our previous response is a ring your wife selected on October 13, We special ordered the ring in and the exchange was processed on October 25, We apologize for your continuing dissatisfaction in this matter Sincerely, Vicki C Resolution Specialist Final Consumer Response / [redacted] (2000, 20, 2015/10/27) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response / [redacted] (1000, 6, 2015/10/23) */ October 23, Dear Ms [redacted] : We appreciate the opportunity to respond to your concerns regarding the replacement of a diamond in your engagement ring and the service you received at the [redacted] storeWe have forwarded your service complaints to the district manager over the storeShe will investigate further and take the needed remedial action with those involved to prevent a reoccurrence We would first like to clarify the difference between the Diamond Guarantee and Extended Service Plan purchased on your wedding set Our 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 voidHowever, we also count repair work as inspectionsTherefore, because of the repair to solder your rings together in June, you should not have been charged for a replacement diamond The Extended Service Plan (ESP) will cover any covered repairs to the metal portions of the ring needed due to wear and tear, up to the amount of the purchase price, at no additional chargeThe cost of the plan is based on the amount of your jewelry purchaseIt does not cover lost or damaged diamonds We would also like to clarify that 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 diamondWhen 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 this was not explained to you when your rings were sent for repair We recognize the sentimental value of your wedding set and understand how distressing it is to be with our special rings so long after you were just marriedWe have credited your husband's account the $he paid for the replacement diamondIn addition, as compensation, we have rebated $in finance fees which is the amount accrued since your rings were sent out for repair in July and credited your husband's account one month's paymentThe total credit to your husband's account is $ We apologize for the frustration and inconvenience you experienced in this matter Sincerely, Vicki C Resolution Specialist Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/11/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) While I appreciate your gesture, I am still having issues and my ring itself has not been resolvedFurthermore, you telling me that sending my ring off to be soldered counted for the warranty is extremely unsettlingBasically if I had never filed this complaint, I would've been out the cost to repair the ring that I never should've been charged in the first place! That's terrible business etiquette and basically a company ripping me offThat's a huge problem in itself My other current issue is that I was called yesterday to be told my ring was inNeedless to say I was extremely excited to get it back and have this all over withMy husband and I went immediately to the storeThe ring had not changedThe rings being uneven and not aligned was the EXACT same as when it was sent offThe ticket said to tighten the settings (because at the time I thought it hadn't been done yet, not knowing when it was sent out to be soldered counted for that), and to make all three rings alignedThe repair store completely disregarded thatSo now my ring has to be sent back out, yet again, to hopefully be fixed While again, I appreciate your attempt to resolve the issue, tha does not take care of all the effort and stress that has been related to this ongoing situationIt's beyond absurd the amount of time this company has had my ring and has yet to properly fix itI honestly don't know how a company can send a ring back to the store to be returned to the customer looking like thatTHREE TIMES! It was like that from the original soldered jobThey soldered it unevenly and didn't care, and sent it out to the customerThe disregard for quality is disappointingThis is just an ongoing issue that never should've been like this Final Business Response / [redacted] (4000, 10, 2015/11/11) */ November 11, Dear Ms [redacted] : Thank you for contacting us with your additional concerns about the service you received from our companyWe understand your distress that you were charged for repair work that should have been covered under your Diamond GuaranteeThe district manager has addressed this issue with the store staff and we believe the training issue you brought to our attention is correctedWe deeply regret that this happened to you For the new issue with additional the repair work, we have credited an additional $to your husband's account as compensationOur records indicate that you picked up the ring on November 7, We apologize for your continuing dissatisfaction in this matter Sincerely, Vicki C Resolution Specialist

Initial Business Response / [redacted] (1000, 5, 2015/06/22) */ June 22, Dear Mrs [redacted] : We appreciate the opportunity to respond to your concerns regarding your anniversary ring and our Diamond GuaranteeWe would first like to clarify the difference between our Diamond Guarantee and Extended Service Plan Our 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 The Extended Service Plan (ESP) will cover any covered repairs to the metal portions of the ring needed due to wear and tear, up to the amount of the purchase price, at no additional chargeThe cost is based on the amount of your jewelry purchaseIt does not cover the lost or damaged diamonds As our store associates have already explained, we cannot replace your diamond free of charge because you have not met the criteria for a free diamond replacement under the terms of the Diamond GuaranteeIn response to your request for a refund, your anniversary ring was purchased in and beyond our sixty day return periodWE would not make an exception to our return policy in this instance We would like to let you know that we can send your ring to our repair shop for an estimate to replace the diamondIf you have the diamond replaced through our company, 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 frustration in this matter Sincerely, Vicki C Resolution Specialist Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have worked for a "BIG BOX" store for years selling "ESP'S"By no means my company does not FORCE the customer to come in and have the item examined as this is very poor business practice! advertising here and I do not agree as this is a company making money once again and NO CUSTOMER SATISFACTION HERE AT ALL!! Final Business Response / [redacted] (4000, 9, 2015/06/26) */ June 26, Dear Mrs [redacted] : Thank you for contacting us again with your concernsWe would like to clarify that the Extended Service Plan does not require inspections to maintain is coverageHowever, it covers repair to the metal portions of the ring only and does not replace damaged or missing diamonds Our Diamond Guarantee which is a complementary warranty does require inspections so that potential issues which could lead to a missing diamond are identified and repaired before this occurs We apologize for your continuing dissatisfaction in this matter Sincerely, Vicki C Resolution Specialist Final Consumer Response / [redacted] (4200, 11, 2015/06/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) Nis representation of product sold to me! Unsatisfactory customer service should be addressed to the consumer's

Initial Business Response / [redacted] (1000, 5, 2015/12/21) */ December 21, 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 watchWe have forwarded your service complaints with the staff of the [redacted] Mall store to the district manager over the storeShe will investigate and take any needed remedial action 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 days from the date of purchase provided the watch is in new and unworn conditionAccording to our records, you are working with a Customer Care representative who has arranged for a second opinion of the condition of the timepiece at a different storeBased upon the second opinion, the watch will be returned or the decision not to return will be upheld We apologize for your dissatisfaction in this matter Sincerely, Vicki C Resolution Specialist cc: Revdex.com

February 28, [redacted] Dear Ms [redacted] We appreciate the opportunity to respond to your concerns the service you received from our Camp Creek Marketplace store and our Customer Care DepartmentYour service concerns have been forwarded to the District Manager responsible for the store and the Customer Care Department managementThey will investigate, review the call recording, and address your concerns further with those involved We understand that you were in our store during a special sale and that our store team members were busyHowever, that is no excuse for not assisting our guests in the order they arriveWe would like to clarify that our Battery Replacement Plan does not promise in-store battery replacementsWatches that are water resistant are sent to a watch repair shop because our stores do not have the tools needed to preserve the water resistanceNon-water resistant watches may have the battery changed in the store depending upon how the back of the watch is attachedThe Battery Replacement Plan still covers the charge of the battery whether the battery change occurs in store or at our watch repair shop We are mailing a $Kay Jewelers gift card to you for your inconvenience; $for the amount promised by our Customer Care representative and an additional $for the delayWe thank you for your patronage with our company and apologize for your frustration in this matter Sincerely, Vicki CResolution Specialist cc: Revdex.com

July 5, Revdex.com ID # [redacted] Dear Ms [redacted] We appreciate the opportunity to respond to your concerns regarding the service you received at our DeWitt storeWe located the credit inquiry to which you refer in your complaintUnfortunately, a physical credit application has not yet entered our system for review We emphasize in our policies and training clear communication with customers regarding applications for creditIn particular, all customers applying for a credit account are provided with full terms and conditions as well as disclosures explicitly stating that we may pull a credit report (considered a “hard” inquiry) in order to confirm that they qualifyWe regret if this did not occur on your visit to our storeWe have discussed your concerns with the District Manager responsible for the store to ensure that our policies and procedures are clear and continue to be reinforced with our team members We contacted the credit bureaus to remove the credit inquiry from your credit historyPlease allow for up to days for the adjustments to appear on your credit reporting We apologize for your dissatisfaction in this matter Sincerely, Vicki C Resolution Specialist cc: Revdex.com

Initial Business Response / [redacted] (1000, 10, 2016/01/18) */ January 18, Dear Ms [redacted] : We appreciate the opportunity to respond to your concerns regarding the service you received from the [redacted] CenterWe have forwarded your service complaints to the district manager over the storeHe 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 by the vendorThe vendor has given us a due date of March 2, for the engagement ring and March 14, for the wedding band We recognize the importance of your wedding jewelry to you and understand your distress over the events related in your complaintAs 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 / [redacted] (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 complaintIn 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 weeks (with no communication) that it could not be done due to copyright issuesI applied for the store credit card only AFTER I sat down with the manager, designed the ring AND picked the diamondsThe cost was $I want the payments I've made refunded to me...as well as the finance chargesI also want to credit card removed from my name and credit reportI feel misled and I am upsetThere was another groom wedding band that we initially looked at (white gold/black diamonds) that would've cost about $I transferred the payments from that ring to the customized ring once they said the ring could be madeIf 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 $ring in cashThis experience has been a disasterI fear that I will have no rings by my wedding date Final Business Response / [redacted] (4000, 14, 2016/01/25) */ January 25, Dear Ms [redacted] : Thank you for contacting us again with your concerns regarding the custom sized bandWe have included your complaint about this band to the district managerWe 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 accountYour refund for the account payments made will be processed once this has occurredWe 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 historyWe are obligated by the Fair Credit Reporting Act to accurately report your payment history with us to all credit bureausYour 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 / [redacted] (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 refundI would've never applied for this account had the manager been upfront with meI would have definitely not continued payments had Kay's contacted me, even once to update meTime 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] CenterI am still very upsetWe're talking about wedding bands here--bands that we need for an upcoming ceremonyI just want our rings and to be done with Kay's afterI will visit the store for ring maintenance and nothing moreMaybe I'll use the credit from the ring purchase at a different locationI have faith that all your employees aren't the same

Initial Business Response / [redacted] (1000, 5, 2015/09/24) */ September 24, [redacted] Dear Ms [redacted] : We appreciate the opportunity to respond to your concerns regarding your joint 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 investigated your complaint and found that Mr [redacted] and you opened a joint credit account with our store Kay Jewelers on March 18, with a financed purchase of $1,In addition, you purchased Payment Protection Plan (PPP), optional credit insurance administered by Assurant SolutionsTypes of coverage vary by stateHowever, this insurance may be beneficial in your circumstancesTo submit a claim, please visit [redacted] or call Assurant Monday through Friday at [redacted] between 10am and 5pm We would like to clarify that your account has a minimum monthly payment of $due on or before October 2ndThe additional $is a past due amountIf you wish to bring the account to current status, your payment amount would be $However, you will not fall further in delinquency if the $amount is made While we sympathize with you on your loss, you are still responsible to pay for the merchandise that you agreed to finance with our companyTherefore, we would not be able to clear your account balance as requestedIf you are unable to surrender the merchandise, we have hardship programs for which you may qualify that could reduce your payment amount and interest ratePlease call [redacted] for assistance We apologize for your frustration in this situation Sincerely, Vicki C [redacted] Resolution Specialist cc: Revdex.com Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/09/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) MsC***, I do not agree with the responseI clarified that I could not make the payment due to the fact that my other income is goneI do not have a job eitherI will only accept the debt being cleared Best, [redacted] Final Business Response / [redacted] (4000, 9, 2015/09/30) */ September 30, [redacted] Dear Ms [redacted] : Thank you for contacting us again with your credit account concernsWe do not clear credit balances in circumstances due to an inability to payIf you are unable to voluntarily surrender the merchandise that you contractually agreed with our company to pay or do not wish to utilize the Payment Protection Plan credit insurance on the account, you may want to consider returning the Extended Service Plans on the itemsThe plans can be returned for up to five years from the date of purchase as stated in the plan brochuresPlease take your receipt to the nearest store for assistanceTo clarify you would still be responsible for the remaining balance of the account We apologize for your continuing dissatisfaction this matter Sincerely, Vicki C [redacted] Resolution Specialist cc: Revdex.com Final Consumer Response / [redacted] (4200, 11, 2015/10/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept this offer because I have said I tried surrendering my ring not once, but twiceTo me that's unforgivableI stand by what I said in the first statementI just want it cleared

Initial Business Response / [redacted] (1000, 5, 2015/10/27) */ October 27, Dear [redacted] ***: We appreciate the opportunity to respond to your concerns regarding the service you received at our companyWe would first like to clarify the difference in the warranties our company offers " Our Diamond and Gemstone Guarantee is a complimentary warranty we give all our customers who purchase jewelry with diamonds, emeralds, rubies, and sapphiresThis warranty replaces the aforementioned stones if they become chipped or missing from the mounting and requires documented inspections every six months to remain valid " The Extended Service Plan (ESP) will cover any covered repairs to the metal portions of the ring needed due to wear and tear, up to the amount of the purchase price, at no additional chargeThe cost of the plan is based on the amount of your jewelry purchaseIt does not cover lost or damaged diamonds or gemstones Our store associates are trained to explain the benefits of our warranties to potential customers during their sales presentationsWe understand that during the excitement of the purchase it can be difficult to remember all the information given about warranty coverage and inspectionsThis is why we give brochures to our customers to explain the terms and conditions and provide an inspection chart for your review laterWe regret your dissatisfaction that this information was not presented to you to read during the sale We would like to clarify that our jewelers have equipment in the Design and Service Centers that our store team members do notOccasionally, our jewelers will notice a chip not noticed beforeWhen this happens, our store team members are to notify our guest of what was found which you describe in your complaint We recognize the importance of your wedding jewelry to you and understand your frustration when problems ariseWhile we do not believe the chip occurred while in our possession, we are sending a $Kay Jewelers gift card to you that you can use to cover the replacement your amethyst as a gesture of good willWe will make every effort to replace the amethyst as quickly as possibleHowever, if our gemstone vendor does not have a stone that is the same color and size on hand, it may take the sixty days to replace it as quoted We apologize for your dissatisfaction in this matter Sincerely, Vicki C Resolution Specialist cc: Revdex.com

December 23, Re: Revdex.com complaint # [redacted] Dear Mr [redacted] : We appreciate the opportunity to respond to your concerns with the service you received from our companyYou should note that your service concerns have been forwarded to the District Manager responsible for of the store involvedHe 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 resolutionBased on this information, we consider this matter resolved We apologize for your dissatisfaction in this matter Sincerely, David KResolution Specialist