Signet Jewelers

Initial Business Response / [redacted] (1000, 6, 2015/06/19) */ June 19, M [redacted] S [redacted] Dear MrS***: We appreciate the opportunity to respond to your concerns regarding your custom design wedding set and the service you received from our [redacted] storeWe have forwarded your service complaints to the district manager over the storeHe will investigate and take any needed remedial action in order to prevent a reoccurrence We reviewed the repair history of your wedding rings since their purchase and design in and confirm there have been a number of repairs for replacing damaged or lost sapphires as well as one repair in for the head coming detached from the ringWe recognize the importance of the wedding set you designed for your wife and can understand your distress when issues arise with these special rings In addition, we would like to clarify that sapphires are not as hard as diamonds and can be chipped or damaged easier than diamondsSapphires come in a wide range of colors and huesTherefore, it can be difficult to locate a natural pink sapphire with the same hue as the other sapphires in the engagement ringCurrently, the ring which our records indicate was brought to our store on February 7, for the most recent repair is at a gemstone vendor to find a matching pink replacement sapphire As stated on our receipts and explained during the custom design process, custom jewelry is not returnableTherefore, we cannot honor your request for a returnThe offer our store manager and Customer Care Department has arranged which is an exchange with an additional $credit is still available to youIf you would prefer to custom design a new wedding set with our company instead of selecting merchandise from our stock, you may certainly pursue that option instead We apologize for your frustration and any inconvenience you experienced in this matter Sincerely, V [redacted] C [redacted] Resolution Specialist cc: Revdex.com Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/06/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) While sapphires are not as hard as diamonds, this does not explain why the sapphires keep falling out of the ringThe last two repairs have been because the sapphire has come out of the ring and not because it was damaged or chippedFurther, the first two repairs were done because the either the center diamond was lose or fell out of the ringThere has only been one repair due to a broken or chipped sapphireThus, the fact that sapphires are not as hard as diamonds does not explain the need for constant repairs in the ringThere is something else that is going on that has caused the need for constant repairs to the ringIt seems that the problem is not that sapphires are not as hard but rather a design flaw in the settingYou are blaming the issues with this piece of jewelry on sapphires that are not as hard as diamondsThis is obviously not the issue with the ringPlease take responsibility of the design flaw in this jewelryWe were sold a piece of jewelry that would not meet the expectations of any consumer and we hope would not meet the quality standards of your company You state that we brought the ring to the store on February 7, 2015, but we actually brought the ring to the store on January 15, I am not sure if the ring sat in the store for three weeks before it was actually sent for repair on February 7, or what happened during these three weeks, but that could help explain part of the significant delay in getting the ring repaired this time While it might take some time for the jeweler to match the color of the stone, the ring has been gone for days as of today is inexcusableWe have been without this ring for days as of todayNobody has explained why it has taken over months to find a stone that matches the stone in the ring, but this makes me worry about the future of the repairs for this ringIf it takes months this time to repair the ring with no explanations or updates, it could take just as long if not longer the next time Since I have bought this ring, as of today, the ring has been away for repairs for a total of daysIt is not fair to me as a customer to spend as much money as I have on a piece of jewelry and have it away for repairs this muchYou seem to indicate as well as the store manager that the need for these repairs will continue in the futureWe cannot imagine spending the next years having to send off this expensive piece of jewelry every months or soIt is not fair to us as a customer and consumer to have to deal with these constant issuesAnd the offer to just trade in the ring for another ring is unsatisfactoryYou, as well as the store manager, are treating this piece of jewelry like a used car and not a wedding ring by telling us that we can just trade it in for something else It is unfair to us and inexcusable to say that you will not honor our request for a refund because the ring is custom jewelryThe only part of the ring that is custom designed is the pink sapphiresThe cost of the sapphires compared to the cost of the diamond, setting, and bands is minimalTherefore, to not honor the request for a refund because the ring has pink sapphires is completely unfair to us as customers of a piece of jewelry with obvious design flawsThe cost of the diamond alone makes up the bulk of the price of the ringThe two wedding bands also make up a good portion of the ringThe fact that the ring is set with pink sapphires should not preclude us from a refund Please think of how you would feel if you were stuck in our position and honor our request for a refund so that we do not have to deal with the ramifications of the design flaw in this piece of jewelry for the next plus years Final Business Response / [redacted] (4000, 10, 2015/07/08) */ July 8, M [redacted] S [redacted] Dear MrS***: Thank you for contacting us with your additional concernsWe would like to clarify that our records do indicate that the sapphire ring was received in our store in February as we previously statedThere was a topaz ring in for repair during January which our records indicate was ready on January 12thHowever, it was not picked up until January 19thWe regret that we cannot confirm your assertion that the sapphire ring was brought to our store on January 15, Please understand that broken gemstones and diamonds can also fall out of their settingsAll jewelry sent to our repair centers are examined for flaws and defectsSince we offer a six month repair warranty on our work and well as Extended Service Plans, it is in our best interest to identify and correct any issues which could cause repeat problemsWe have found no evidence that there is a design flaw or defect in the wedding set We contacted management in our home office repair area to investigate further why the repair work from February took so longAccording to the information they provided, it takes at least six weeks for a stone cutter to laser cut a trapezoidal shaped natural pink sapphireWhen the wedding set returned to the home office at the end of May, a jeweler damaged two small pink stones in the ringThe ring was returned to the stone cutter to have the new stones cut to color match the ones in the ringBecause they were smaller stones, it did not take the same length of time as the first sapphireThe wedding set returned to the store with all work completed on June 29, and was picked up the same day with your reported satisfaction We deeply regret that information regarding the two small sapphires was not provided to youIt appears from the documentation on the repair notes that each time a store associate or Customer Care representative contacted the repair shop for an update; they were informed that the wedding set was at the stone cutter with no explanation that this was the second timeWe are reviewing our communication procedures between the repair shop and other departments in order to present a future reoccurrence We would like to clarify that our offer to exchange your wedding set was not meant to diminish your sentimental attachment to these special ringsThe exchange offer is flexible; you can exchange a portion of the set for a ring of a different design while keeping the wedding bands, for instance, to retain the sentiment of the setSince you have the wedding set back in your possession if you wish to take time to consider the offer, we will hold the offer open to you for the futureThe Customer Care Department previously offered a $credit toward an exchangeDue to the new issues that have surfaced, we are increasing this to $We are mailing this to you in the form of a Key Jewelers' gift cardYou may use this toward the exchange offer or on new merchandise as you wish We apologize for your continuing dissatisfaction and the inconvenience you and you wife have experienced in this matterWe hope that the above information clarifies why the repair work was delayed Sincerely, V [redacted] C [redacted] Resolution Specialist cc: Revdex.com Final Consumer Response / [redacted] (4200, 12, 2015/07/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for the giftcard that you sent usThis is not the resolution that we are seeking, but it seems that this is the best we are going to getWe are still having trouble understanding the logic of rejecting our requested relief, but we are stuck in a position with no other options according to your companyWe feel that we have been refused what we are entitled to and that you are trying to avoid the real issue and push it under the rugIt is unfortunate that we will be stuck dealing with the same issues with the ring that have persisted in the pastWe just don't understand the business decision and refusal to honor our requestWe have been told by the store manager that the same issues will continue, so rather than your company and us as customers having to endure dealing with the same issues, the requested relief seems reasonableUnfortunately, this feeling is not mutual

Initial Business Response / [redacted] (1000, 6, 2015/12/17) */ December 17, Dear Ms [redacted] : We appreciate the opportunity to respond to your concerns regarding the service you received from our Destiny USA storeWe have forwarded your service complaints to the district manager over the store He will investigate and take any needed remedial action with those involved to prevent a reoccurrence We investigated your complaint and found the following In April 2014, your husband purchased a three stone engagement ringOur repair shop sized the ring from our stock size of to a In May 2014, the ring was exchanged for a Neil Lane engagement ringThe Neil Lane ring was ordered from Neil Lane made in your ring size of The special ordered ring arrived in JulyWe regret your dissatisfaction with the length of time it took your new ring to arriveUnfortunately, the ring was not in stock in the size and needed to be made We were only able to locate one repair on your Neil Lane ringThis occurred in October when your engagement ring and two bands were sent to the repair shop to be soldered together and had a diamond replaced We recognize the importance of your wedding jewelry to you and understand your frustration when problems ariseBased on the information we located, we would not make an exception to our sixty-day return periodIf you have additional information regarding the repair work, such as dates or a different name the work might be under if it is not under you or your husband's names, please let us know and we will review further We apologize for your dissatisfaction in this matter Sincerely, Vicki C Resolution Specialist cc: Revdex.com Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/12/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) Apparently you and your company are proud of how the employees treat your customersI want a refundI have never done anything intentionally to damage my rings and every time I have been accused of doing suchI do not wish to have to deal with this anymore, I should not have to All this tells me is that your not willing to stand by your company and have great customer serviceReal diamonds do NOT chip easyThe fact that there are makes me wonder if they are even realI received my ring back from the repair you see with ANOTHER CHIPPED "DIAMOND"That I was told theres nothing wrong and when I said there was I again was treated like crapI'm over itJust take your ring back and refund the money that's all I wantI do not want this ring anymorePlease don't think that I doI shouldn't have to send this ring out again to get fixed when I just got it back from supposedly thatHow is that my fault? I wish to give this ring back to your company in exchange for a full refund in a check(As I do not want it any other way) This is the only thing that will make me a happy customer Final Business Response / [redacted] (4000, 10, 2015/12/30) */ December 30, Dear Ms [redacted] : Thank you for contacting us again with your concerns about your diamond ringWe would like to clarify that diamonds possess a property known as cleavage, which is the potential to break in certain crystal directionsJewelers can take advantage of this property to shape diamond crystals into the beautiful stones you find in diamond jewelryRegrettably, that also means that diamonds will sometimes chip or break if struck at certain anglesThis characteristic is found in all diamonds and is not a sign of poor qualityWe offer our Diamond Guarantee, which replaces chipped or missing diamonds from the mounting provided a documented inspection is conducted every six months for this reason We apologize for your continuing dissatisfaction in this matterHowever, we would not make an exception to our return policy in this situation Sincerely, Vicki C Resolution Specialist cc: Revdex.com

Initial Business Response / [redacted] (1000, 5, 2015/06/03) */ June 3, 2015 [redacted] Dear Ms. ***: Thank you for contacting us with your concerns regarding your engagement ring. We investigated your complaint. While the details of your complaint... are accurate, we would like to clarify the following. " According to your letter dated December 12, 2014, the diamond that fell out of your ring in July 2014 occurred while you were changing gloves between patients one week after you had begun a clinical rotation at a hospital. o While it is true that sizing can sometimes affect the integrity of a ring's setting, typically the ring needs to be sized one to two sizes depending upon the style for this to occur. Our records indicate that your ring which was purchased in a stock size of 6.75 was sized to a six on May 26, 2014. As you've stated it was our store associates suggestion to have the ring special ordered from the vendor made in your size. However, we cannot state with certainty that the diamond fell out due to sizing or the activity being performed while the diamond fell out of your ring. " As you've stated the center diamond fell out of your special ordered ring while making the bed on December 7, 2014. Gold is a soft metal and prongs can loosen during normal activities which can cause the loss of diamonds. We put a basket head on your ring and set your center diamond in it free of charge. " Two diamonds fell out of your ring in May 2015. According to our records, your ring contains over sixty-six diamonds under .005ct. Small diamonds of this size are called melees and are set in rings using shared prongs. As all ready explained to you by our store associates diamonds can become loose during cleaning because of the removal of dirt and debris. We regret that the ring was not examined after it was cleaned and that another diamond fell out of your ring so soon after you picked it up from repair. We appreciate the sentimental value of your engagement ring and can understand your frustration when issues arise with your special ring. Our records indicate that on May 19, 2015 our Customer Care Department offered your fiancé the option of having your ring evaluated by one of our jewelers to determine if the Zales' store associate was correct that the prongs show signs of wear. The Extended Service Plan purchased with the ring would cover any repair needed to the prong if it was determined as needed. In light of the information above, we are unable to honor your request for an exception to our thirty day return policy in this circumstance. Due to your dissatisfaction with your ring, we would like to offer you the option to exchange your setting for a different style semi-mounting of equal or greater value within thirty days from the date of this letter. If you would like to take advantage of this offer, please take a copy of this letter to the Jared store of your choice for assistance. If you or the store associates have any questions, please call the Customer Care Department at [redacted] with file number [redacted] . We apologize for your dissatisfaction in this matter. Sincerely, [redacted] Resolution Specialist cc: RevDex.com

Initial Business Response / [redacted] (1000, 8, 2016/02/10) */ February 10, Dear Ms [redacted] : We appreciate the opportunity to respond to your concerns regarding the service from our companyWe have forwarded your service complaints to the district manager over the repair shop that worked on your ringsShe will investigate and take any needed remedial action necessary with those involved to prevent a reoccurrence We reviewed your complaint and found the details of your complaint to be accurateYour wedding ring and four bands were sent to our repair shop for soldering on January 6, The repair took longer than originally quotedAccording to our repair shop, there were issues with the bands that caused the delayOur records indicate that you are currently working with a case specialist and replacements for your four bands have been special ordered in a size The vendor has quoted a date of March 28, for their arrival date at the storeWe would like to clarify that the bands may arrive prior to this dateIf you have any questions about the status of your bands, please contact your case specialist Linzi at 1-800- [redacted] x *** We recognize the importance of your wedding rings to you and understand your frustration with not having them in your possession for so long after your recent weddingAs compensation, we are crediting your husband's 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, 10, 2016/02/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I would like my (custom made?) bands and wedding ring soldered well before March 28, With a date of March 28, for arrival of the bands, I will again have to turn my wedding ring to the same repair shop that did a hack job on the first set of bandsWhen I turn in my wedding ring I will again not have it/them for two weeks? Also, my wedding ring is very misshapen, it is no longer round as it was when I turned it in on January 5th, The sides of my wedding ring used to be smooth, but, now it's rough on both sides, like the diamonds are not flush to the ring as they were when I turned it in on January 5, I know when my ring was at the repair shop at least one (or more?) of the stones fell out, please assure and secure my diamonds will not fall out once all of the repair and soldiering is donePlease also assure my ring will be as smooth on the sides as it was before I gave them to the repair shopMy ring is a custom design by my husband Crediting my husband's account for two months of payments is not enough, he would like 60% off the (total price/account) ring and bands Final Business Response / [redacted] (4000, 24, 2016/05/16) */ May 16, Dear Ms [redacted] : Thank you for contacting us again with your additional concernsWe are sorry to hear that you are still having problems with your rings and hope that the custom ring being made will resolve your issues We have deferred your husband's next payment of June 1, to July 1, In addition, we have credited the account one month's paymentWe apologize for your continuing dissatisfaction in this matter Sincerely, Vicki C Resolution Specialist cc: Revdex.com Final Consumer Response / [redacted] (4200, 26, 2016/05/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) When we turned in the rings they stated it would be 6-weeks before the new completed rings would be ready, yesterday (5/19) made it weeksMy husband talked to Susan at Jared in [redacted] where the rings are on Monday (5/16) and she stated she had no news as to whether or not the rings would be completed by week I have this time been without my wedding ring for weeksThere needs to be a huge discount for all of this troubleA payment being taken off my husbands account here and there is nice BUT not enoughI am a bride without a wedding ring because of the jewelerThis ring needs to be greatly discounted for my husbandStart at at least 60% off the total price of the ring! My ring has been with the jeweler percent of the time since I have gotten married

April 11, [redacted] *** Dear Mr [redacted] We appreciate the opportunity to respond to your concerns regarding the return of your online purchase and the service you received from our companyYour service concerns have been forwarded to the District Manager responsible for the store and management of the Customer Care DepartmentThey will investigate and address your concerns further with those involved We reviewed the facts of your complaint and found the details to be accurateWe regret that the error with the matching band led ultimately to the return of your wife’s Christmas presentWe appreciate the importance of this purchase and understand your distress in this situationAccording to our records, the online purchase was returned on March 28, and the finance fees accrued on the account were rebated on March 29, As compensation for the errors that occurred, we are mailing a gift card for $which you can use in our store or online We apologize for your frustration and any inconvenience you experienced in this matter and we hope that you will allow us a second opportunity to meet your jewelry needsSincerely, Vicki CResolution Specialist cc: Revdex.com

Final Consumer Response / [redacted] (2000, 11, 2016/07/01) */ I was issued a full refund for the watchPlease close this case

April 26, Dear Mr [redacted] Thank you for providing the city and state that the store location was located inWe have forwarded your contact information and service concerns to the district manager Tracey WesselOur district managers handle discounting and can work with you on prices of merchandise We would like to clarify that sale prices are not available until the promotion occurs as they are programmed into our store’s computer systemIf any further discounting can be provided, our district manager will assist you We apologize for your dissatisfaction in this matter Sincerely, Vicki C

Initial Business Response / [redacted] (1000, 10, 2016/01/05) */ January 5, 2016 Dear Mr. ***: 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 / [redacted] (1000, 5, 2015/06/23) */ June 23, Dear Mr [redacted] : We appreciate the opportunity to respond to your concerns regarding your online orderWe investigated your complaint and found the following On March 3, you placed an order online for two gift wrapped watches to be shipped to the following name and address The watches shipped on March 3, and according to UPS were delivered on March 4, As asserted in your complaint, we have contacted UPS to trace the package three timesUPS determined the package was delivered each time o We would like to clarify that UPS used the contact information you provided for your order for their investigationUPS spoke with a woman who gave them the name of [redacted] She claimed to have received the package o UPS further asserts that the address to which the order was shipped has been flagged to disallow shipments by UPS and several other companies due to the disproportionate number of missing package complaints stemming from shipments to that address .We would like to clarify that the suggestion to file a police report by our Customer Care Supervisor was given to assist you in pursuing this claim via other avenues; the police report does not overturn the findings of the UPS tracer investigations In light of the above, we cannot honor your request for a refundWe apologize for your dissatisfaction in this matter Sincerely, Vicki C Resolution Specialist cc: Revdex.com Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) Dear Vicki C., I still do not understand if UPS claims that they spoke to my DISABLED sister who is handicapped they are providing informationMy sister [redacted] is handicapped and has been living off disability for many years, not only that, it is physically impossible that they would have her cell phone numberI once again, spoke to my sister in personWho CONFIRMS she never spoke to UPS at all, everI am sorry but the party you are contacting at UPS is not complying by their company polices, and is providing information hindering my claim Additionally, if UPS "CLAIMS" this address has been flagged, why would they leave another package outside? I am CONVINCED UPS never delivered this package, and stole it for themselvesIt is very disconcerting that Sterling Jewelers has such terrible customer serviceI will NEVER do business with Sterling Jewelers again and I will spread the word via social media how unsatisfied of a customer I amI will do diligence and contact council to determine the most beneficial next course of action Lastly, I respectfully request the contact information for a regional manager that covers the tristate area because as a dissatisfied customer I think the head of your companies should knowYou are using information inaccurately provided by ONE source, UPS, to determine my claim is not worthy of considerationI find that extremely unprofessional PS - To other customers of Sterling Jewelers, be very wary of using their credit card to purchase itemsThat is what I did which was a huge mistake because they do not protect their customers CLEARLY, if I used a regular credit card with any bank, I would have been able to dispute the charges, now my credit will take a ding Final Business Response / [redacted] (4000, 9, 2015/07/01) */ July 1, Dear Mr [redacted] : Thank you for contacting us again with your concernsWe would like to clarify that while we do require an investigation by UPS to determine if a package was delivered, UPS has no vested interest in the outcome of a tracer with our company since we are self-insuredWe have no reason to believe that their investigation was not impartial or objective As previously stated, the name of your sister was supplied to UPS during their investigation when they used the contact information listed on your online orderThis information was not known to them or us prior to the investigationPlease understand that because UPS is a separate company with their own procedures, we are unable to explain what their criteria is when they flag an address due to a disproportionate number of missing package complaints Our district managers oversee operations for our brick and mortar store locations within a specific geographic regionThey would not be able to assist you with your complaint about an online orderWe would like to assure you that upper management within our company has reviewed your complaint; our original resolution remains unchangedWe apologize for your continuing dissatisfaction in this matter Sincerely, Vicki C Resolution Specialist cc: Revdex.com

August 8, Dear Ms [redacted] : We appreciate the opportunity to respond to your concerns about your engagement ring and wedding rings and the service you received from our [redacted] Mall storeWe have forwarded your service complaints to the district manager over the store She will investigate and take any needed remedial action in order to prevent a reoccurrence We reviewed your concerns and found the details to be accurateWe appreciate the sentimental value of your rings to you and understand your distress in this matterWe have policies and procedures in place to care for our customers’ jewelry while it is in our possessionUnfortunately, human error can still occurWe print our policy of replacing lost merchandise with merchandise up to the customer stated value on every repair ticket As you have explained in the additional information you submitted, we are working to replace your rings to your satisfactionYour Guest Relations representative, Sharon is working diligently with the store and will provide compensation once the replacement rings have arrived We apologize for your frustration and the inconvenience you have experienced in this matter Sincerely, Vicki CResolution Specialist cc: Revdex.com

I am rejecting this response because:This does not address any of the rude sales tactics used, does not address that my payment is due in May when I told them multiple times that I did not want anything due until June and the district manager has yet to call me

Revdex.com: I have been contacted by the business; they have agreed to allow us to have the ring repaired at a facility that we are comfortable with and to cover the cost of repairs based on an initial estimate. I will forward them the estimates as soon as we are able to visit the repair facilities we have contacted and had the ring looked at. Once they make good on their offer to cover the repair costs, I will consider this complaint resolved

January 23, *** *** *** *** *** Chattanooga TN Revdex.com case: *** Dear *** ***: We appreciate the opportunity to respond to your concerns with the service and repair issues you have experienced regarding your engagement ringYour service
concerns have been forwarded to the District Manager responsible for the Chattanooga storeHe will investigate and address your concerns further with those involved We investigated your ring concerns and found that when the special ordered rings you selected arrived at the store, they were incorrectAs you explain in your complaint, you agreed to have the mounting custom madeThe custom design process is normally a lengthy process, and we regret if it took longer than originally quoted Our company does not provide a “Certificate of Authenticity” and we are not certain to what paperwork you are referringThe diamond’s lab certification should have been provided in August at the time of purchaseIf this is the form you are referring to, our store will need the gem scribed number in your diamond to order it from the lab that certified the diamondOur stores do create a “Certificate of Insurance Replacement” If you have not yet received this, please let us know We recognize the importance of your special ring to you and understand your distress when work takes longer than promisedAccording to our records, you and your fiancée have worked with our Customer Care Team and an offer to return the ring for a full refund was offered which you rejectedAs is it not our company’s procedure to provide merchandise free of charge, we cannot honor your request for $2,We stand by the $in compensation we have already provided We apologize for your dissatisfaction in this matter Sincerely, Vicki .opus Resolution Specialist cc: Revdex.com

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.I need to state that I understand the policy, I feel that as management one should understand that there should be no assumptions to what customers doIt is something that should be explained, and beyond that is the treatment of the customersThere is no reason that any customer should be spoken down too or in a disrespectful mannerWhen looking up the ratings on that store there have been nothing but complaints for the past monthsI would like it to be know that I have shared my feelings on both yelp as well as google review, customer service through this business is horribleThe only branch that deserves recognition is the Military Circle branch who treats their customers kindlyI will no longer recommend Kay to anyone, and I will continue to share my experience

Initial Business Response /* (1000, 5, 2016/03/24) */
March 24,
*** ***
***
Dear Mr***:
We appreciate the opportunity to respond to your concerns regarding the service your daughter received at our Town Center at Webster store
It is our
company policy to clearly communicate to customers that they are applying for a credit accountWe have addressed your concerns with the district manager of the storeShe will investigate further, take any needed remedial action with the associates involved, and ensure credit applications are presented appropriately
We have closed the credit account and contacted the credit bureaus to remove the credit inquiry and account from your credit historyPlease allow 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

(The consumer indicated he/she ACCEPTED the response from the business.)
They are going to give me a gift card for $

Initial Business Response /* (1000, 5, 2016/06/06) */
June 6,
File number: ***
Dear Ms***:
We appreciate the opportunity to respond to your concerns regarding your bracelet and the service you have received from our companyWe would like to assure you that it is one of our
company's priorities to provide excellent service and quality productsIt is our procedure of repairing broken merchandiseHowever, as a customer service our store team members have been replacing your bracelet instead
We are sorry to hear that you have had multiple problems with the bracelet you received for ChristmasWe were able to locate two orders for a replacement bracelet in March and April under your nameIt is possible that the others were under the purchaser's name and is why we could not locate them
While it is our understanding that the current bracelet you have is not broken, we would like to offer you the opportunity to exchange your bracelet for a different style bracelet or other merchandiseIn addition, we are mailing a $gift card, which you can use toward the exchangePlease bring a copy of this letter with you to the Kay Jewelers store of your choice at your convenience when you are ready to proceed with this offer
We apologize for your dissatisfaction in this matter
Sincerely,
Vicki C
Resolution Specialist
cc: Revdex.com
Initial Consumer Rebuttal /* (2000, 7, 2016/06/11) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/06/03) */
June 3,
Dear Mr***:
Thank you for contacting us regarding the quality of our repair work and the service you received from our *** storeWe have forwarded your service complaints to the district managers over the store
and repair shopThey will investigate and take any remedial action needed with those involved in order to prevent a reoccurrence
We investigated your concerns with your wife's wedding rings and found the following
You purchased an engagement ring on June 30, It was sized to an on July 2, and then to on June 2,
On January 25, you purchased a $wedding band and $Extended Service Plan (ESP) and well as a men's wedding band and ESPThe wedding band and your wife's engagement ring were sent to our repair shop to be sized to a and soldered together
o When the rings returned from repair on February 14, 2015, the store returned the rings to the repair shop with a note to make it flush all the way around both ringsAs you have asserted in your complaint, a half shank was added to the rings but it did not have the appearance of one ring as you and your wife wantedDue to the width of the wedding band, the shop was unable to make the rings any more flush than they were
o On March 5, the wedding band was exchanged for a different style band for $with ESP and sales tax includedThe band was sent to the repair shop for sizing and soldering to your wife's engagement ringThe rings returned to the store on March 18, and picked up
We appreciate that your wedding bands hold a great deal of importance to both you and your wife and we understand your distress that your wife had to exchange her original choice of a wedding band for a smaller band to fit her engagement ringUnfortunately, the band chosen was thicker than the engagement ring and could not be made to look as you and your wife envisioned they would
We would also like to clarify that while we have record of multiple attempts to solder the original wedding band with your wife's ring to your satisfaction, we have one record of soldering your wife's ring to the new wedding bandWe do show that you contacted our Customer Care Department and on March 24, stated the rings were fine and you wished to discuss compensation for what occurredOur records indicate on April 21, you informed the Customer Care representative that you were communicating with by email that your wife would be contacting us regarding the ringHowever, we did not receive an email or phone call from your wifeWe have no record of contact with your wife as you assert
In light of the above and because a portion of your account balance is merchandise that you have not expressed any dissatisfaction, we are unable to honor your request for a reduction of half of your account balanceHowever as compensation for what occurred, we are crediting your credit account $for one month's payment and rebating $in late feesPlease contact us at *** if you would like to begin making payments on your account balance
We apologize for your dissatisfaction in this situation
Sincerely,
*** ***
Resolution Specialist
cc: Revdex.com
Initial Consumer Rebuttal /* (3000, 7, 2015/06/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
With all due respect I cannot accept that offerShe was and is not still satisfied with how her band looksThe only reason she picked them up was because it was days before the wedding and otherwise we had no ring to put on her finger for the ceremonyThe rings were sent away multiple timesWe were strung along until days before our wedding and blatantly lied to by employees of your companyMy band is ok and I have no issues paying for it, but to take advantage of a young bride under so much strees and just make it worse is inexcusableThe price of her band plus the warranty and all late fees need to be refunded for the undue stress that was placed on not just my wife but both of our families during this ordeal
Final Business Response /* (4000, 9, 2015/06/09) */
June 9,
Dear Mr***:
Thank you for contacting us again with your concernsWe would like to clarify that there were multiple attempts to solder the original wedding band to your wife's engagement ringHowever, there has been only one repair job for soldering the second wedding bandIt was picked up on March 18, We understand that there was concern about your wedding being a couple days later, but the band has not been returned for rework since then
In addition, your email from March 24, stated the rings were satisfactoryIf there are still issues with the soldering of the rings, we offer a six month repair warranty and the rework would be handled free of charge
We apologize for your continuing dissatisfaction in this matterHowever, we believe we have offered adequate compensation for these circumstances
Sincerely,
***
Resolution Specialist
cc: Revdex.com

February 3, *** *** *** * *** *** *** *** AZ Dear Ms***: We appreciate the opportunity to respond to your concerns with the service you received from our Park Place store and the Customer Care DepartmentYour service concerns have been
forwarded to the District Manager responsible for the store and repair shop involved and the management of the Customer Care DepartmentThey will investigate and address your concerns further with those involved We investigated your concerns and found that you are now working with a case specialist Your rings are on their way back into the store and you’ve been given the option of taking those rings or selecting replacements which are in stock in the storeThe case specialist has offered to refund the repair charge as well We appreciate the importance of your wedding jewelry to you and understand your distress with this delayWe apologize for your frustration and any inconvenience you and your husband experienced in this matter. Sincerely, Vicki CResolution Specialist cc: Revdex.com

Initial Business Response /* (1000, 5, 2015/12/16) */
December 16,
Dear Ms***:
We appreciate the opportunity to respond to your concerns regarding your account and the service you received from our *** Mall storeWe 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 our Month No Interest Plan requires a 20% down payment to convert your purchase over $from a regular interest bearing planBecause your purchase was not over $500.00, it does not qualify for the programOur store team members are trained to explain our no interest plans clearly and correctlyWe regret if this did not occurWe have forwarded your service complaints to the district manager over the storeShe will review and take any needed remedial action with the associate involved to prevent a reoccurrence
We have rebated the $in interest accrued on your account since the purchase and the $late fee from October 15, While we are unable to convert your purchase to a no interest plan, if you pay the remaining balance of $69.10, no further interest will be accrued
We apologize for dissatisfaction in this matter
Sincerely,
Vicki C
Resolution Specialist
cc: Revdex.com
Initial Consumer Rebuttal /* (2000, 7, 2015/12/17) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I do accept this responseThe company refunded the interest amount that I wouldn't have had to pay if I just paid for the watch outright like I wanted to
I am not confused by the terms of the interest as they have been laid out here todayI am a very smart woman, I listen very closely when it comes to terms and agreements
However, the company should be aware what their associates are presenting to customersI never would have opened this account, if the lady was honest and said that I would have been charged interestShe specifically said "make payments INTEREST FREE, why not keep your money?" This was said after she knew the watch I was purchasing was under the amount that you specified
I will take the warning and pay off the remaining balance before accruing any moreThank you for listeningI will keep my card open, because I do love Kay's this was just very upsetting to me