Kay Jewelers
reviews and complaints

I purchased a gold necklace from Kay's Jewelers, the River City Jacksonville location, for $350 in 2020 before the Covid shut down. Not having procession of the necklace very long, it broke. Due to the Covid shut down, I was not able to return the necklace for repair or refund.

This week as I was browsing in the mall area, I wondered into your store again. This time making a new purchase for another necklace which was on sale for $167. After getting home I discovered that the new necklace would not allow my pendant to go on it. During this time, I remembered that I already had a necklace that needed to be fixed from 2020. So, I returned to the store on 09/20/2022 (service request [protected]) to discuss my options, mainly to get the necklace (which I never have worn) situation resolved. To my surprise, I was told that to repair the old necklace it would have to be sent off for a new clasp with the cost of $109 plus tax. While also returning for repair two rings with lost stones.

I feel that this is a rip off because as far as the necklace is concerned, it was no way I was able to get the necklace back to you with the pandemic still in force. Plus, the clasp or the loss of Gems should have never happened. I feel the quality of your merchandise needs to be address and also find a better restitution. Per your complaint line, this is happening more and more to your customers.

I don't feel it was fair that I had to pay that much or at all, for the repairs of the necklace especially due to the circumstances (quality and Covid). I have been a longtime patron of Kay's but I cannot let this continue.

Please take the time and look into this matter and respond to me as soon as possible.

Sincerely

Gwynn Moore-Cain

[protected]@gmail.com

April 10, 2022 we submitted several pieces of Le Vian to be fixed. We receive the necklace back, however two rings appear to be missing. With speaking to the store they noted that they have been in contact with Le Vian and UPS trying to track the package as of September 6, 2022. It has presently been 5 months and the two pieces are some of the earlier ones I have received. These two pieces have been discontinued and will be unable to replace them. As a customer of Kay's, we have purchased roughly 20,000. in Le Vian over the years. Service request numbers: [protected] & [protected].

On 30 June I brought two watches for repair to store #1224 and was promised their return by 30 July. That didn't happen. I was told the watches had been "misplaced" and that I would be called when they were found. One of them was located a few days. But the other was missing. I waited until late August before calling again. At that time I was promised a callback which, when it came, informed me that the watch had been mislaid, had not been repaired, and that it could not be serviced for another six to eight weeks. I asked that it be returned to me immediately - which turned out to be several days later.

The incompetence of the store personnel was stunning. One was a long woman who seemed to be no older than her late teens. And though pleasant and apologetic, she seemed totally clueless about the appropriate action to take. Her associate, a slightly older but still young man, was equally baffled by where to go or whom to contact. And both, by the way, were dressed down to a point I felt was wholly inappropriate for an enterprise that deals in high end merchandise.

Based on this experience, which I would be happy to discuess at greater length, I am inclined to avoid any further dealings with Kay Jewelers and will advise others who may require similar service to do the same.

Alan Walden

[protected] (preferred)

[protected] (cell)

[protected]@aol.com

order number [protected], was placed Aug 16, 2022 in the amount of 477.10 . I received an email the order was confirmed and received which included as follows : two black lab created opal & white created saphire heart necklaces sterling silver 18" quantity 2 , plus lifetime protection plan on both

49.99 twice plus protection plan 24.99 twice, black lab created opal & white lab created saphire dangle earringssterling silver twice 77.99 plus protection plan twice of 24.99, lab created pink opal necklace 99.00 and the pink opal sterling silver ring 59.99 both with protection plans @ 24.99 All of these were birthday gifts September 3 , 10, 15

As of today Kays cancelled all items because items in lab could not be located.

I have a case number [protected]. I have done alot of buisness with Kay in the past and cant believe I qam treated this way. The store could of compansated me in some way for delaying and canceling my items. I was never notified of the delay and issues store had finding pieces . I should of at least received a gift card in amount of 100.00 or 200 for the trouble they put me through.

September 16, 2019, I took my women's Omega Constellation quartz watch to my local Kay's in Bastrop, Texas to see if they could replace the battery in my watch. I was told that they could do it while I was in the store. The sales clerk returned with my watch a few minutes later and it was running. Less than a year later, the watch stopped. I put the watch away thinking that it needed another battery. Recently, I took the watch to a jewelry store and asked them to replace the battery thinking that was the problem. When I returned to pick up the watch, the jeweler informed me that the quartz movement inside the watch had been ruined (see photos attached) because the person who previously replaced the battery (Kay's Jewelry in Bastrop, Texas) had incorrectly put putty inside my watch to hold the battery in place. The putty had ruined the movement. I have photos of the damage inside my watch as proof of what was done by Kay's clerk. I also have a copy of the sales receipt from Kay's Jewelry in Bastrop showing that I paid $27.05 (receipt attached) for the battery replacement. My watch now requires extensive repair.

I am not a happy customer dealing with the difference between colors of the rings. You have regular gold rings and then you have what you call white gold rings. The white gold of course cost more than the regular gold rings. I am wondering why there is a difference in cost if both rings are the same just one is Rhodium dipped ring that requires you to purchase the lifetime insurance or deal with the Rhodium fading away if you wear the ring. So not only does Kay's Jeweler raise the price for a non-real white gold but also gets you with paying for a lifetime warranty knowing that the ring will need constant sending in for rhodium so 70% the white gold rings are sent out due to fading. I never dealt with white gold till I seen it at Kays and was planning on marrying my wife now. I bought her wedding ring in the white gold never told it wasn't real white gold. I paid the price though for White Gold and also was told to get a lifetime warranty on the ring due to losing any diamonds or damage to the ring due to wearing it. Never once was I told that I would have to send the ring and band in to constantly needing rhodium due to fading often. Me and my wife are going on our 3rd year anniversary and so far had to send out like 3 times a year to have the ring and band re rhodium. Now what if I would not have taken the lifetime warranty how much money would I have put out of pocket to have the fake white gold dipped every time when the Rhodium wears off and the ring changes color. I am done buying fake stuff from Kays especially anything that is being stated as White Gold when it’s really not.

And being charged for the lifetime Warranty is another problem. When Kay employees know that the white gold or Rhodium fades away while wearing it. Again they will never mention that to the consumer as that would make a person such as myself not interested in the white gold rings. I have paid in full the credit card off and think I am done buying for a while until neither I get paid back all the Warranties for all the white gold rings I have purchased through Kays since the Rhodium only last approx. 2-3 months before wearing off again.

Not only is sending the rings out a problem to myself and family but being the only Kays near where I live is like 35 Miles away from me. So again having to make multiple trips due to the fake white gold rubbing off is another problem I have.

I am very dissatisfied with Kays Jewelers customer service, their loyalty to their customers and neglect in documenting warranty inspections.

The sales representative advised I had not had my jewelry/rings inspected since November 2021. I was in the store in March 2022 to have my Rings inspected. On March 9 and March 15 I received an email asking me to rate my satisfaction. If I had know my jewelry inspection had not been documented as it should have been, I would have written a very poor satisfaction survey. However, when you have done business with a store for years and bought thousands of dollars worth of jewelry one would think the sales representative would have done their JOB and updated my records with ALL inspections and cleanings that were done. But of course that did not happen. Instead it appears KAYs does not value their customers, nor cares if they have a returning customer.

I have since canceled my credit card. My husband nor I will EVER buy a single piece of jewelry from Kays EVER.

I called the corporate office on [protected], after I left the store at [protected] to advise of my dissatisfaction in the customer service I received, poor documentation and non loyalty to their customers. The customer service representative Rhonda advised she would contact the store on [protected] in which I had just done business with that day during the next business day and discuss my concerns with the store manager. Again this was not done and I did not receive a call back. Did I mention I was on HOlD for over 50 minutes to even reach a customer representative. Again poor customer service.

When I had to call back myself on [protected], because my call was never returned by the first corporate sales representative Rhonda as promised. I had to go over my whole situation again with a new representative. This representative in which I did not receive a name for, was told by

the manager Kyra Small at the store in which I conducted business that her sales representatives advised her that I told her I had not been in town for four years that is why my jewelry had not been inspected in four years. That is a bold face lie. If you look back at your records that were actually documented by your store that I had an inspection completed in November of 2021. Well at least that one was documented by your store even though I had been back in the store for another inspection in March of 2022.

It’s very sad to know how valuable Kays feels their customers are NOT.

Another dissatisfaction about the situation is I still have to go back into a Kays store to have my jewelry inspected by a company I will no longer choose to do business and am very dissatisfied with. Also, I am being told due to the stores in accuracy in not reporting the March inspection I have to pay for my diamond to be replaced in my ring.

In the future I will be making jewelry purchase at JERADS where they do not require an inspection. Why because they value their customers and guarantee customer satisfaction. Also, they must have a higher quality merchandise which allows them not to require inspections and they guarantee their workmanship.

Note: During COVID the store was not conducting inspections.

My husband had a repair made at Kay jewelers on a ring that was not originally purchased there. We had a side small diamond fall out and Kay Jewelers was going to repair it for us. The made the suggestion of having all the prongs redone and rhodium dipped as well since this has not been done since the original purchase of the ring. Keep in mind all of our jewelry purchases have been made at Kay jewelers overs 16 years! They took 2 weeks to make the diamond replacement repair and redo all the prongs. They also welded the engagement ring and wedding band together per their suggestion for ease of wear. Once we received the repair we noticed the insides of the rings were extremely sharp, so sharp my finger got cut on it. We also noticed that the rings were not perfectly lined up when welded together, which was very upsetting. My husband took the ring back in to have them soften the underneath sides of the rings as they were not like this before. Another week went by and the ring came back. The underneath was a little better but still sharp. We didn't want to keep causing a problem by returning it for repair so I wore the rings. 2 weeks went by and a diamond fell out! Keep in mind all the prongs were redone so it should have been secure! Once again we took it back and they replaced a diamond under warranty of repair. A few weeks again and I was able to wear the ring. 1 week! Only 1 week went by and a baguette diamond fell out! What is going on here? After a few thousand dollars in repair and this set of rings that didn't have any problems have become worse than when originally brought it! At this point we are highly dissatisfied! We get the rings repaired yet again! But now i'm worried to wear it because every-time I do something falls out. So I tucked it safely in my jewelry cabinet and wear the wedding band that my husband bought while mine was being repaired the original time, of course he also purchased this at Kay Jewelers. I decided to pull my ring out and give it another go as I have been too worried of what will happen if I wear it again. So I wore it one week! Of course there was an issue, the prong around the main diamond broke off! At this point we are so highly dissatisfied with Kays choice in repair techs and I just don't know what to do at this point. The rings were in better shape when we originally took them in. I can assure you we will not be going back to Kay Jewelers for any future purchases and will highly advise against it to any friends or family.

Horrible experience at Kay.

My husband bought a ring at Kay and had it resized after that. I didn’t wear it until the end of January 2022. But after wearing for a brief time, the end of April, 2022 the mini stone fell out. we took it to Kay to be fixed.

Kay received it and sent some to a repair facility. The facility could not fit the stone properly to my ring. It was too small and made the ring appearance ugly and awful.

The salesperson Savannah and another salesperson Brenda admonished the fact that the ring was not right after it was sent out for repair 4 times. 4 times which is 4 weeks, and my ring came back horribly ugly and without the correct stone. They said that 1 in 3 stone (bigger stone) had also been damaged. They said that they would do right and fix for me… but no.

We are still patient over the 4 times it was sent out. The smaller stone remains too small and the bigger stone (in 3 stone range) was damaged by them and was replaced with a smaller and cloudy one - very poor quality and service.

After once again returning, the salesperson at Kay said she would send my ring to another company for the 5th time. But alas, they couldn’t or wouldn’t do anything to fix my ring.

My ring is now horribly damaged and very ugly and needs total replacement.

The salesperson said she will put a request in to special order my ring (the previous supplier) and said she will call us soon with a response. But after 2 weeks, nobody contacted us. My husband called after that and they said the manager was not there and that they would call us back. And of course, there was no call from anyone.

Then we stopped at the Kay store in Medina Ohio. Savannah said that the request to order my ring is still pending and ask us have to wait and wait she will contact us soon. Soon afterwards, still nobody called us. A week later, we called them on July 15th 2022, and they said they will ask some other company to special make my ring for me because the previous supplier can’t or won’t do it. They want us to pay additional fees which are more than double my original ring’s price, otherwise I have to choose another ring at Kay to replace my ring with possible other fees.

This is such an irresponsible and poor way to run a business. They are not accepting responsibility that they or the repair facility damaged my ring. And on top of it all, we have been met with very condescending, poor, and horrible attitudes.

I talked to Savannah, and even though she said before that there would be no additional fees, suddenly she changed her mind and tune and apparently now there will be additional fees. They seem greedy towards us, wanting us to pay for what they damaged. I requested to work with her manager in order to solve this problem and she sent us a horribly rude woman with a bad attitude and talked to us like a person with no training.

And the end of the story, after almost 3 months of trying to get my ring fixed, going back and forth, they are telling us that they will not accept responsibility for what they did or compensate us for all our inconvenience they have caused us.

They are still asking us to choose another ring or pay additional fee for making a new ring (which they damaged) which is more than double the original price and pay the fees that go with it.

This is a very greedy and horrible business.

Scam, cheap product, poor quality of service. Do not EVER buy from them.

I bought a necklace for my mom for mother's day. It was very nice but looked more like something for a child. I returned it. I have provided the tracking number numerous times and now I'm getting the run around. I keep getting case numbers and shifted from one place to the next. They have the necklace and kept my money. My husband's ring came from Kay but I will NEVER EVER buy anything from there again. There customer service is none existent. One person I talked to sounded like she was asleep.

July 8, 2022

This is the second time that I’ve had to act out of character at one of your stores. This time it was with a manager that clearly thinks that she signs her own check. I’m here to prove she doesn’t. She needs to be reprimanded. I would like an apology.

I purchased a necklace and earrings on July 4. It was to my liking. I purchased it using my Klana Visa Credit card in the store. The transaction was approved and has been added to my statement. I don’t have to actually card as of yet. It was brought to my attention that although I could show the approved transaction with the receipt and my online app I was unable to get a refund because i didn’t have the actual card.

I stood there for almost thirty mins waiting to speak with butch or whatever her name is and she wouldn’t even turn around and acknowledge me. I had the receipt. I have the transaction pulled up on my Apple wallet yet I was still denied a refund. I was told by a young man that I had to get a check. I want my money back NOW.

Once butch or whatever her name is decided to turn around with her rude [censored] and acknowledge that i was waiting to see her her attitude was one of discuss. She was rude and short with me. I didn’t cuss her out like I wanted to but i told her she’d hear from me again. I hate when you give trash a title. Trash is just trash. I want an apology and my money back NOW. I have a special birthday coming up on Wednesday and want to purchase a great gift.

Again this is not the first mess that your store has caused in my life. For Christmas I ordered my husband's wedding ring, a size 13. When it arrived it was a size 9. I was told that i need to return the one ring and wait another 10 days or so to get another one.

Your customer service skills need a little sharpening to say the least. No one is about the customer. Especially not the butch i dealt with today. Then i held on the phone for almost 40 min once a rep cmae to the phone she called the store and that butch told her to tell me not to come back to that location. Hulen Mall Fort Worth, TX. Who the hell does she think she is?

I was a refund NOW. I also want an apology for butch. She needs to know that without customers there is no her or him or whatever it is.

Juanita M. Adams

1028 Nelson Place

Burleson, TX 76028

[protected]

[protected]@yahoo.com

Yesterday I went on Kay Jewelers website to make my payment which is my last payment of $84.10 I had it set up for July 5th it even states that on the web page and my statements and now today is the 6th of July and yet I don't know how to get my money back I just found out their web page is not working I do not have any other money I am disabled disability and that was it and that would have paid you that card off $84.10

I purchased a $500 gold chain online from Kay as a present for my special person and never received it. When I initially contacted Kay customer service, the representative opened a case to investigate the package delivery status with UPS. I was told it would take 7-10 business days for the tracer investigation to be completed. They also mentioned that UPS might contact me about the package (which they never did because the e-commerce team provided UPS with the wrong contact information). I patiently waited to hear back from Kay but nothing...So I called to get an update on the status of the investigation and the representative apologized and informed me that there was a mix up with the case information and the tracer was put on hold because their ecommerce team thought that I was requesting a price adjustment! She assured me that the tracer will resume and I should hear back but it will take yet another 7-10 business days. I patiently waited again and still nothing...I called Kay for a 3rd time to get an update on my case and they informed me that the case was closed by accident and the didn't know what had happened. The representation reopened the case and informed me that this will be escalated and apologized. After waiting for almost a month, I received an email from Kay that my case was closed and that UPS confirmed delivery! The email stated that if I wanted further follow up, I would have to contact UPS myself and reopen the investigation. So I called UPS and they reopened the investigation on their end and within a few business days, they confirmed that the package cannot be found and a refund will be issued to the sender (Kay). I called Kay again and informed them of this update but they were not able to confirm anything because my case was still in the queue and no one from the ecommerce team was reviewing it yet. So I requested to speak with a supervisor and I was promised a call back (which I never got). I waited yet again the 7-10 days to allow this case to be reviewed. Today, I called again and the representative told me that my case was resolved and that UPS confirmed delivery of package...At this point I am fuming, this is the worst service I have received and it's been over a month and I still don't have a resolution, I don't have the chain and I don't have a refund!

Purchased over 3000 dollars in jewelry, tried to return one item the very next day the item was 300 and was told I could not get my cash back. When what I paid for it with cash. The saleslady was very nasty when I tried to return it at another kays store, she said I had to receive a check in two weeks said she did not have 300and would not have it for two weeks, she also said if you read your slip it says your refund can only come in a check and that is not so on the slip it says if the refund is over 500.00 then the refund will be a check, I have spent over 5000 in cash purchase since nov 2021 and to not be able to return a 300 purchase the next day is ridiculous, i'm thinking about returning the whole 3021 dollars purchase as well. And I will never make another purchase from kays.

Bought my wife a 30yr anniversary gift on Dec 13th 2021 and had to wait 2 weeks to get it (it had to be sized). When she got it she wore it once before a pearl had fallen out. We luckily bought the warranty so we took it back Jan 7 to have it repaired and everything went well. A week and half later, we got it back and she wore it twice before she noticed that again a pearl had fallen out. We took it back to the store and expressed concern that this had happened again but they just sent it for repair and two weeks later we got it back. She carefully chose the times to wear it and yet once again late in Feb a pearl had fallen out. We took it back and wanted a refund but were told that since the 30 days had expired since our purchase all they could do was give us credit towards another piece of jewelry in their store. My wife told them that she didn't want another piece of jewelry in their store since the ring was what she really wanted. I took the ring back and asked if they could just give us another ring that wasn't defective and they said that was up to the repair shop. So they sent it off again and when it came back she wore it again and noticed a pearl had fallen off. HELP We want our money back.

On April 23, 2022 I went to Kay's in Erie, PA to pick up my necklace that was out for repair for a broken chain. When I brought the chain in for repair the week prior I did tell the employee that this would be the third time the chain would be going out for repair and that I no longer felt safe wearing it and feared I would lose the diamond pendant one of these times due to it breaking. When I arrived to pick it up I was informed that it could not be repaired and that I could now trade in the necklace for a credit towards a purchase. I said there is nothing wrong with the diamond pendant and I would just like to exchange the broken chain for a new chain. Very condescendingly I was told "no, that's not policy" and I had to turn in the entire unit. I told her that this was not ok with me, as I love the pendant and there is NOTHING wrong with the pendant. I then asked if I could at least have the money back for the warranty that was bought, as they couldn't fix the chain, and was told "no, you used the warranty as this is the third time you've had it fixed." I then said I do not understand how I paid for something, bought the additional warranty for things like this, and now am being told that I cannot have the chain replaced, cannot just exchange the broken chain,.MUST now PURCHASE another new piece with some cost being covered but not all. The employee was very rude and just kept saying "it's policy". I was ready to explode and kept my mouth shut. I simply told her that my husband and I have spent thousands upon thousands of dollars at Kay and that we wouldn't be back, to which she told me "that's fine". Again I kept my mouth closed and then she told me I could call customer service. As I was leaving she told me in a condescending voice " she would have a nice day". Now I'm ready to lose it but I simply ask what is your name? To which she tells me "Arica and that's with an A". Now I inform her I will be contacting someone and she tells me to "go ahead, the customer is not always right, what did she want me to do as she told me what the policy is and that I was rude". She continued to tell me how rude I was and that I threw the pen down. Yes, I did drop that pen down after signing my slip out of sheer frustration over the rude attitude I was receiving. I am floored over the fact that the warranty is worthless, I was treated so rudely, my only option was to turn in my ENTIRE necklace to use towards PURCHASING another piece, and that I left that store with a broken chain and complete dissatisfaction. Why should I have to purchase something when I have already purchased the diamond necklace and the warranty? Kay's policy is deceiving and this particular employee has no business working in customer service. My husband and I will not be back to Kay's for another purchase again. All I want is a replacement chain for a.piece that they.also tell me they no longer even sell so not only would I have to trade it in but I couldn't get the same piece again at all. Very disgusted with the entire experience.

Was given a sapphire ring for 20th anniversary 2 months ago...woke up this morning to find a diamond missing...totally heartbroken. Now we will have to jump through hoops to get a refund,since of course its past their 60 day refund...BUYER BEWARE! Very poorly made jewelry, lazy, rude employees! No wonder they want you to pay 150.00 for a guarantee,I bet it happens alot! I will NEVER buy from this lousy place ever again!

I purchased my wedding ring in 2004 in December 21/21, I took it in for resizing to be redipped and inspection. Prior to them sending it off they inspected. My receipt shows warranty no chipped diamonds and diamonds to be authentic. A month or so rolls by I haven't heard anything I call the Visalia CA store and spoke with manager Laura. Who tells me the ring had a chipped diamond and needed to be repaired and goes on to tell me I didn't have warranty. To which I argued I did she stated that the ring had not been taken in since 2019. I told her that was not true when I had taken it in they told me they did not need my receipt booklet they'll automatically update it also during Covid they told me I didn't have to take it in. I took it in mid year in 2021 and again in December. She told me she would give call them and attempt to get them to repair and would call back. Again nearly a month later nothing no call So I called she told me they refused too fix and she would repair it to for me at her cost. To which I argued she provided me with a number to call to which they told me she had to authorize. Again I began calling first out to lunch or she was with a customer. Now another month rolls by. I called they put me on hold after 20 minutes I hung up. I then called again a week or so later they told me she was busy. I then called from a private number and pretended to be someone else well what do you know Laura wasn't busy anymore. I advised Laura of what the receipt stated she tells me the warranty only covered the metal. I'm like what do you hear yourself right now why would anyone waste every six months for the hardware and then you tell me the diamond wasn't under warranty because I didn't bring it in the six month inspection when I did. She tells me it's not up to her it's up to the repair company. I then called the repair company or whoever it is they send out to and they tell me I don't know why she told you that because it's not true she is the one that gives the okay. The operator placed me on hold called the store and talked to Laura who told her no she would give me the diamond at cost. I then called the store and told her I want my ring back. I finally received my ring 4 months later it had not been cleaned sized or dipped they did nothing to it now going back at the time of purchase this ring was at the jeweler repair every six months for the first 4/5 years because of diamonds and I told Laura this is ridiculous this ring is in the shop more than on my finger. I want my ring fixed. I had been with Kay's for at least 30 years bought several pieces of jewelry and this was how I was treated. I am currently seeking an attorney to go after the store and Laura.

In July 2019, I wanted to surprise my wife on our 20th wedding anniversary with a larger center stone for her wedding set. I waited until the end of the month for a Kay Jewelers Loose Diamond Sale Event.

The only Marquise stone larger than the one she had was mounted in a vintage inspired 18ct white gold ring supposedly meant for someone else that reneged and failed to go through the purchase process.

The Jeweler & Kay employee worked with us on the price, and we ended up trading in our Marquise stone and purchasing the ring itself.

We were told:

The Kay Jeweler loose diamond sale was applied to the diamond ring

The jeweler under his breath even hinted as much that the appraisal value just for the center stone alone was close to $30,000

The center stone was GIA certified but the certification but was not in his possession at the time

The Certification paperwork and breakdown of the construction of the ring (ie. Other stones that were used) was in Hawaii and he would get it to us when he got back.

An official appraisal would also be included with the purchase

I honestly cannot tell you how many times in the last 2 ¾ years we have inquired as to where the certificate and paperwork were. Allstate still will not insure it unless it gets appraised.

That was almost 3 years ago.

As far as we know... The 2.75 total ct wt ring in 18ct white gold with a 2.22 ct marquise we bought is actually just a white sapphire in an 10ct white gold plated setting for $23,000.

4-4-2022

I went to the Kays in the Stow Kent shopping center in Stow Ohio ready to buy a 22 in box chain. First I was ignored briefly when I entered (no one else in the store), then when the older gentleman finally acknowledged me I told him what I was looking for and he showed me the smallest weight box chain, which was so fine you could not tell it was a box chain. He just said that was all there was, never ever sayimg he could order one or why not try this style, he just walked away, wth, I walked out will never return and I will take my 1,000.00 and go to the local jewelers and buy it there.