Kay Jewelers
reviews and complaints

If i could give this 0 stars i most certainly would. DO NOT EVER SHOP HERE..EVER! this is the most ridiculous excuse for a jewelry store. the people that work in the stores are rude and you would think corprate would have better service but they are even worse! long story short, i bought a ring in october of 2009 and got it sized that day. when i got it back 1 of the diamonds was missing so i had to send it out again to get replaced. i pick that one up in mid november and it was fine...for a little while. i went to get it cleaned at the store around christmas time, the woman said she couldnt because not 1, not 2, but EVERY SINGLE DIAMOND WAS LOOSE! and its not like its always getting banged around or anything to where it could be my fault, especially in a short time. so i had to send it back in again. i picked it up again in mid january and much to my surprise another diamond was missing when i went to get it. by this time i called corprate and the manager had them special order mine in hopes that it would be better. they ordered it in mid january, it wasnt available for pick up until april 12! well what do you know, april 20th im bringing the ring in again because surprise surprise another diamond fell out. so the manager in corprate tells me to bring the ring in so the can see if its "merchandise quality, " seriously what else could the problem be? its now may 1st, it was supposed to be back in the store today so i call them to find out whats going on, now they are telling me that the earliest it will be back is 4 days from now! really people come on! how are you still in business! they keep telling me i can exchange it. why the frig would i wanna exchange it after all the problems i have had with this one?! i tell them i want a refund and they say i cant because its been more than 60 days. really!? why dont you look at the records and tell me how many days i have actually had the ring in my posession. i can tell you it definately hasnt been more than 60 days. so basically this comany is crap!

My husband purchased a 1-carat diamond engagement ring set in platinum in 2007. In late March/early April 2010 I took the ring into our local Kay Jewelers store to have it repaired. When it was returned two weeks later, we discovered it was no longer platinum, but white gold. (It is noticably lighter in weight, and the metal has a different look to it as well.) Both the store and company seem to have no records of previous metal type. When we first contacted the store from which we bought the ring they told us that it was just marked down wrong on the receipts and records, which is why our receipts have the wrong information as well. The assistant manager claimed she had personal notes about our order, and insisted it WAS supposed to be platinum. After talking with headquarters however, she changed her story and claimed she had never spoken to us before. A manager with the company did discover a difference in information on the documents. Some said the ring was yellow gold while others said white gold. After further inspection, we found out that the I.G.I. Certification code on our diamond did not match the code on our certification papers that were given to us at time of purchase. We were given the wrong diamond, but it is poorer quality and worth less than the one we chose at the store in 2007. Because we have the wrong certification papers, we have no proof the diamond in our ring is actually ours and would not be covered if lost or damaged. The date on the I.G.I certification paper clearly states that paperwork was re-issued after we purchased our ring, so the store knew there was a mistake made, yet we were never informed. The ring has also been inspected twice a year, every year, since we purchased the ring, and not once was the mistake detected. (Or at least, we were never informed.) No one can give me an explanation for this mix up. They have offered to give us a new diamond, but obviously they can't give us the one we picked out and paid for. I asked for a full refund, which they're refusing to give because we purchased the ring using a trade-in. They will only give us what we paid for the ring, and the other half can be used to pick out another piece of jewelry in the store. Technically, we paid for this ring, whether it was as a trade in or not. Second of all, why in the world would I want another piece of jewelry from their store? If I accept a new diamond, I will still have to deal with their company for cleanings, inspections and repairs. This is their mistake, and they've admitted it to me several times. This isn't the product we picked out and paid for. We feel that the company has deceived us, and are trying to cover up their multiple mistakes with lie after lie. I do not trust Kays at all. I have contacted the Better Business Bureau and our state's Attorney General. I also sent a certified, restricted delivery letter to the CEO of the company, though I doubt I'll get a response. I hope this gets resolved; I can't even look at my ring now without getting upset.

I had a store manager ask me about my purchases/returns from other stores when I called her to see if they still had a ring I was interested in buying. Was this person looking in my personal account without my consent or knowledge? I did not ask anything about my account when I called...she simply stated I see where you bought and returned from two other stores. I felt like I needed to explain to her for no reason that both places had damaged the pieces after setting my diamond both times so I didn't accept defective jewelers work. I called the corporate office to which I was talked to a bit rudely. They told me that no employee should be able to access my account with out my consent. The store manager lied when corporate called her and stated she was reading from a paper she had in her store. She did not have paperwork from the other stores I'm sure as it has nothing to do with her store. They refuse to call back with any follow up so you never know if any disciplinary action is taken. I was told "it is handled internally" and for privacy reasons I will not find out the outcome. Oh yeah, what about my privacy?

My fiance bought my ring around Christmas at a Kay jewelers in wanatchee WA. We went back to get a matching Leo wrap we both liked. They didn't have white gold but the manager said we could buy yellow gold so we could use our rewards before they expired and exchange it for white when it came in. She said she would call us in a couple weeks to let us know when it would be in but promised it would be in by atleast April. Our wedding is in June. She never called, we called her she had no clue when it was going to be in. We were coming up on our 30 days to return and didn't want to get stuck with a yellow enhancer for a white gold ring. While visiting our family in western WA we went to the south hill kay jewelers in puyallup WA. 15 minutes after "open" time the store was still locked, a girl who worked there was also locked out said we could go to wiesfeild since they are a sister store. The women there returned the money to the account after informing us that we will lose our rewards totaling about $800. We had no choice or room to gamble, since we were lied to before how could we be sure if they would later let us exchange? We called a couple months later to see if maybe the ring we ordered was in. The man who originally sold the engagement ring to my finance said it had came in two days after we returned our enhancer and no one had called us. They had already sold it to someone else. I was upset since the manager was not helpful, the guy sales person felt bad and called later about a sale trying to help but no where near the $800 we were forced to give up. And again they couldn't promise the date. I called customer care multiple times. They put me on hold for half an hour to say there's nothing they can do. I don't have a house phone they wasted my minutes and money for disappointment. When I asked to speak with someone higher up she claimed to be the highest person I could speak to. Then when talking to the manager in wanatchee she claimed we were suppose to make a down payment before the white gold wrap was ordered. Which she never said and also does not make sense if it still came in and was sold. I called her personally and she still claimed this. My white gold ring also keeps turning yellow. I later found out this is common but they never told us before we bought it otherwise we could have just bought the yellow gold Leo and have that enhancer. So we decided to get something made that looked like that wrap from a different store who quoted us way less! But then we found that would void our warranty *sigh* so I wanted to go the cheap way and get my promise ring and engagement ring put together. To cut a chunk out of my promise ring and put my ring in it they were quoting $1000! But of course not after not calling to let me know multiple times after I called them. I want to pawn my ring and start over! I just get frustrated when I look at my ring. I should be feeling happy loving feelings. Not like I'm getting flash backs of getting raped by Kay jewelers. Every kiss begins with kay? Well they can kiss my ... everyone I've spoken to kay customers or not have awful things to say about the scam of a place. After spending thousands of dollars on a piece of gunk Leo they could atleast try to resolve the issue. The only resolution they gave us is remount on yellow gold. Which we would have to pay for then pay full price for the enhancer. I pray you read this before buying. Thank you.

Hubby bought LEO wedding rings there. Recently one of my diamonds fell out and they refuses to replace it. We get it inspected about 5 times a year and the warranty should cover this. However the sales people never ask for the paperwork to document the inspections. THIS IS THE FINE PRINT and clause in the warranty. It seems like they do this on purpose so they won't have to cover for lost diamonds! The staff are terrible and the Customer Service in the headquarters are just as bad since they are not willing to work with the customer to find a resolution. DO NOT SHOP THERE.

If the customer satisfaction rating scale would have negative values, I would definitely use it.

I cannot judge the quality of the jewelry, because I never purchased a piece from this store. I can definitely render an opinion about the quality of the service in WICHITA, KS Town East store, which is not satisfactory.

I was going to buy small necklace in white gold, which the store didn’t have in stock. They promised me to get it and call me within few days. 2 weeks later and after no call, I have decided to go to the store. The female staff member, who promised to get the necklace for me pretended she doesn’t see me. When I was standing at the showcase for quite some time, different male staff came and offered help. I explained my situation; he consulted the female staff and told that the necklace was sent to Belden Jewelers by mistake. I just need to go there and the store manager has it for me. So there I was, 20 minutes later, marching to different store. I asked for the store manager, who was not available, but should be back in few minutes. 15 minutes later, he was still not available and nobody could tell me when he will be. They were able to tell me, that there was no necklace sent to their store. At that time, I felt like Kay’s frankly lied to me and sent me for a wild goose chase. I went back to Kay’s. Again after waiting, I did politely express my dissatisfaction with their service. The male staff offer no apology or “How can we fix it?” He did have more and more excuses ready and was unable to assume any responsibility for poor service. Politely, I stated that I will not be using their store in the future. As I was leaving, he celled at me across the store, and wished me “HAVE A GREAT LIFE!”

My husband purchased a 1-carat diamond engagement ring set in platinum in 2007. In late March/early April 2010 I took the ring into our local Kay Jewelers store to have it repaired. When it was returned two weeks later, we discovered it was no longer platinum, but white gold. Both the store and company seem to have no records of previous metal type. When we first contacted the store from which we bought the ring, they told us that it was just marked down wrong on the receipts and records. The assistant manager claimed she had personal notes about our order, and insisted it WAS supposed to be platinum. She told us this several times. After talking with headquarters however, she changed her story and claimed she had never spoken to us before, and had no personal records of any kind.

A manager with the company did discover a difference in information on the documents. Some said the ring was set in yellow gold while others said white gold. After further inspection, we found out that the I.G.I. Certification code on our diamond did not match the code on our certification papers that were given to us at time of purchase. We were given the wrong diamond, but it is poorer quality and worth less than the one we chose at the store in 2007. Because we have the wrong certification papers, we have no proof the diamond in our ring is actually ours and would not be covered if lost or damaged. The date on the I.G.I certification paper states that paperwork was re-issued after we purchased our ring, so the store clearly knew there was a mistake made, yet we were never informed. The ring has also been inspected twice a year, every year, since we purchased the ring, and not once was the mistake detected. (Or at least, we were never informed.)

After calling for days and leaving endless voicemail messages, I got in touch with a woman who acts as though she could care less about our problem. First they offer us $500 for the difference in diamond price, plus another $100 for all the trouble we've been through. (Meanwhile, it took me almost two weeks just to get a supervisor to call me back. I called them and left messages at least once a day, everyday.) Then the highest supervisor there said their final offer was to either give us a new diamond, or give us a partial refund (And then the other half would be given to us in another piece of jewelry from their store). Please tell me why I would want anything else from them? We bought the current ring by trading in a smaller diamond, so they claim they can't give us a full refund.

This isn't the product we picked out and paid for. We want a full refund, because there is no way for them to get us the exact diamond we picked out, not even taking into consideration the problem with the platinum/white gold band. The supervisors were extremely rude and belittling, even going as far as saying that if I didn't even know the IGI code on the diamond was wrong, how were they supposed to know? (The code can only be seen with a high powered microscope.)

This problem is the result of several BIG mistakes. We feel that the company has deceived us, and are trying to cover up their multiple mistakes with lie after lie. As long as I have this ring, I'm stuck going back to Kay's for inspections, cleanings, and repairs. I DO NOT TRUST THEM!

I'm at a loss of what to do. It's not like I'm trying to get a new ring out of this. I want the diamond and band we picked out and paid for 3 years ago. I can't look at it now without getting upset. I contacted the Better Business Bureau and our state's Attorney General, but I'm afraid nothing will ever come of this. I also wrote a certified, restricted delivery letter to the CEO, but who knows whether he'll actually read it or care.

Kay Jewelers doesn't understand customer service. In today's internet economy where people have thousands of choices on where to shop, you would think companies would be on the lookout for ways to be cooperative with their customers - but NOT KAY!

I purchased a watch for my wife as an anniversary gift. To be fair, it is a nice Movado and I felt Kay offered it at a good price as I had done some shopping around. Although my wife liked the watch, she decided that she would like to get a different gift instead. The receipt had Kay's return policy printed on it which says you have 60 days to return your purchase for a refund. (Further down, it mentions the different 30 day 'watch return policy'). Well, like most consumers, I didn't read all of the fine print, only the part at the top which says I had 60 days (my fault!)

I entered the store on day 32 and was told it was past the 30 day 'watch' return policy. I calmly suggested to the store manager that the first line in the return policy said I have 60 days to return my purchase. It was then she pointed out that 'watch' return policy is written further down! I asked why they print that I have 60 days on a watch receipt? She didn't know but instructed me to call customer care (funny that they call it that) as she didn't have the authority to override the policy.

So, this is where it gets really bad. I called and spoke with Jim. I once again told him my sad tale of how I misunderstood the return policy because it says, right at the top, that I had 60 days to return my purchase. (As long as it is not a watch!) Jim pointed out rather rudely that I needed to read the whole thing. DUH. I know that now but, surely on day 32, you can make an exception? Nope. "But, Jim, you printed on my watch receipt that I had 60 days to return my purchase, why would I read further than that? Why should I assume that the 'watch' return policy is specified down further? So, since this is just a clear misunderstanding, and because you value me as a customer, and it is only day 32, you can make an exception, right?" Nope, Nope, double Nope. Oh, almost forgot...Kay has another policy that they will not escalate customer complaints to a supervisor. Never. Nope.

Apparently, Kay would rather I keep a watch that I don't want and NEVER, EVER shop in their store again than make a 2 day exception to a return policy that was misleading. Huh. I will also post this review EVERYWHERE that I can find to keep others from shopping there. Hey Jim, if your supervisor reads this, he would probably applaud you for a job well done. But, if I am the owners of Kay, I think maybe I wish we could have excused the 2 days. Will I ever shop at Kay? Nope. Nope. Triple Nope.

OK I used to love Kays...however that quickly changed rings and chains I have from there they are great not the best but I love them however the bracelet I got from there has fallen off 3 times because of the crappy lobster claw clasp which is supposed to be the best. They did however replace it but then the next one only 2 weeks old and the clasp broke..couldn't find it after I lost it..got no simpathy what so ever..they tried to say they didn't replace lost jewelry I was like what you replaced it once and it broke not even 2 weeks later and they said I should of got it repaired. HOW WAS I SUPPOSED TO GET IT REPAIRED WHEN IT FELL OFF I COULDNT FIND IT..and trust me this was not the cheapest one they owned..my boyfriend spent alot on my bracelet and now its gone and it hasn't been a year..its currently august I got it last December..the first time it broke was JAN. one month after..found it got it repairs..then broke again in MAY couldn't find it [censor]ed till they replaced it..2 weeks later broke..like I understand they can't keep affording to replace it but what about me and my boyfriend we arn't rich as it is and now I have a warrenty on a bracelet I don't even have and they won't go anything! I will never go there. My friend has had a similar one from Zales for more than a year..proabably like 3 or 4 years and has never had an issue you bet I will never be going to Kays again..and then had the nerve that they hope they could continue in the future giving me the service I deserve..so what I deserve piece of ### service thanks Kays ... I will show you where you can shove your wonderful service.

Taken broken necklace with gold diamond pendant to get repaired. Went to pick it up on due date of repair, no one called. The chain was fixed but the pendant missing. Offered me the necklace refuse to take it without the pendant, which can not be taken off the chain unless it is broken, it won't fix over the ends. Missing sent 2/16/2010 until now 3/20/2010. No one called me ever i am the one that has to keep going to the store asking.Poor customer service on not keeping informed or offering me a new pendant instead saying they are looking for it.

The ring that was purchased on November 8th, 2008 was 1.5 carat total weight. This weight included nine diamonds: one center and four supporting. This ring was picked up at the end of November 2008. After receiving this ring two months later in February 2009 I had to take it in because it had 4 loose supporting stones. After 2 weeks it returned. Another two months went by and the same stones were loose yet again. This process happened 5 times in less than a year.

The fourth time the ring was sent out it was to be “dipped” and the four stones to be reset. After receiving the ring back, I immediately took it to a private Jeweler to make a matching wedding band. The owner, noticed that the same four supporting stones were loose and the center diamond was set on a tilt. He told me the only way to fix the supporting stones was to have the ring rechanneled, which is a fairly easy process he stated.

I then took the ring back to Kay Jewelers to have the center diamond set straight and the four supporting diamonds reset correctly and I told them how to fix it according to the other jeweler. The store manager, stated that she would have the manager at the jeweler they send it to look at it personally. After another two weeks I received this ring and noticed that the ring was not rechanneled, but six of the supporting diamonds looked almost half the size and way darker in color. After asking the manager if the Diamonds were replaced, she stated they had to be in order for all the supporting diamonds to fit properly.

Furious, I took this ring immediately to the private Jeweler and had him look at the diamonds. He stated that the supporting diamonds were darker in color and way smaller. After he measured the diamonds it turned out that the total weight of this ring was now 1.3 carats which is way less then my original purchase. I had a wedding band custom made to match the original size diamonds, and now the two rings will not match.

After talking with customer service from Kay Jewelers they stated there was no record of them changing out the stones and there was nothing they could do. This ring is now .2 carats smaller than my original purchase and is not the same ring that I purchased originally. This has happened too many times that I saw on the complaint list from Kays. Do not shop there if you want good service and good quality. Ask them to measure each diamond in front of you and it is normal practice for a retail jeweler that they can sell a 1.5 carat ring when it is only 1.3 carats. This would be a felony theft charge in the real world. What Happened !?

I purchased an Jane Alexander open heart necklace for $149.99 from Kay Jewelers at White Marsh Mall in Baltimore, MD. The oyster clasp was so small I had trouble getting it opened. I went back to Kay and asked if I could have a larger clasp put on it and the sales person said it would cost more than the necklace to replace it. She Was very snobbish, acted like she could not be bothered with me. I will not purchase anything from Kay Jewelers again. I will not recommend them to anyone again either.Customer service is terrible.

My husband bought me a ring at Kay Jewelers in February 2008 to replace my titanium wedding band after the birth of our child. We also purchased their lifetime guarantee plan and every six months have to turn in my ring for inspection in order to be eligible to have repairs or replacements done. Within this time I am not only driving to the store for inspection but also for 5 complaints. The first time a diamond came out, they sent it in and 2 weeks later I picked it up and it was "replaced". The second time the diamond in the same spot came out, again they sent it in and 2 1/2 weeks later I can pick it up. The third time the ring broke in a very uncomfortable spot. They sent it in and supposedly fixed it, as I picked it up it turned from a two tone into a simple white gold and they are actually trying to tell me that the yellow gold just faded from the way they clean it, whereever they send it. So I had to come back, as supposedly there was no manager in and talk to a manager. The manager tells m that indeed it is not possible for the yellow gold to fade from cleaning methods. sent it in a week and a half later I pick up my two tone. This last Sunday I went for my 6 months inspection and the lady inspected it, cleaned it, gave it back to me. that was it. We had bought a gold men's ring but returned that. and this time I meant to buy a simple yellow gold necklace chain, but they didn't even offer to help any further. the store was empty no other customer but 2 people on staff, don't you dare to make them work. A lot of staff has quite some attitude, very unprofessional. The best is, today, two days after the last inspection, I place my ring back on my finger after it was on a ring holder so I could get some house work done. It was broken through again, in the same spot before they told me that the yellow gold in my ring had faded. All I want is to retunr the ring and get my money back. We paid $ 600.00 for it, which is not the most expensive but not a gum ball machine price either, the quality is lousy and for my original band I didn't pay that much more at a different jeweler where they took time for us, advised us (including that it could not be widened. so that was a risk we knew we took) and gave us professional service and knowledge. I do not think I will ever buy at Kay's again, I will be trying to find a consumer protection agency to help me find what I can do to protect my rights. I am upset, disappointed and can't believe this is even legal. All these commercials and investing all this money in those commercials and ads and for such bad quality and service?! Really?!

Kay Jewelers has the worst warranty service that I have ever purchased, further more they have the STAFF that is equal to the warranty.

THey are unable to back what they sell when it comes to expensive items and they are confused as to where to ship the item when it needs repair. Now I never heard of a ring going out for an inspection for three weeks to only find out that it was sent to the wrong place. Then it takes anothet three weeks to go out to the right place only to find out that they will not honor there.

I got a ring purchased at Kays for Christmas. in late February I noticed one of the stones had fallen out. I took it to the store to have it repaired thank goodness the warranty was purchased. After 7 days I went to get the ring-it was filthy I asked to have it cleaned and when the girl cleaned ti a stone fell out. After 7 days I got the ring and there was a stone missing. They reordered the ring and after 7 days I went to get the "new" ring. It looked ok but upon further inspection one of the diamonds wasn't set quite right so I decided not to keep that ring and asked for an exchange-all I wanted was something in the same price range--NOPE I have to find something 2x's the value of the defective ring and I could buy that--I am at home now 4-22-09 without a ring and with out a refund. KAYS SUCKS.

Kay jewelers does not understand the idea behind sentimental jewelry. My young son bought me a ring for a gift in 2004 and also was talked into a warranty. One of the little
stones fell out in 2009. I had to pay $25.oo to replace it even with the warranty . I was willing to do this as it was a very special gift given by my SON. In JAN of this year the small
stone fell out again. I brought it in and was told it would be another $25.00 to replace...Again I was will as it was a special gift from my SON. (I am sure any one reading this gets the point) NOT KAY JEWELERS! I was told that it is a little weak from where and the jeweler doesn't believe that it will last long so they won't fix it. I have spoken with the manager and customer service to fix it anyways for the $25.00 but they won't do it. Even with the warranty...instead they are willing to give me the $40.00 the gift originally cost my son.
WOW! the nerve to tell someone basically that it wasn't even worth fixing! I will make sure to spread the word to anyone and everyone never to shop at such a rude store.

While my husband was deployed to Iraq his hand was smashed in an armoured door. Needless to say his wedding ring was smashed along with his hand, it lost a diamond and had to be cut off of his hand. Kays response when i wanted to have it fixed was "It hasnt been inspected recently, so you will have to pay, your warranty will not cover it." Tell me how is he supposed to have it inspected in iraq? He didnt even have a toilet to piss in, let alone a diamonologist to inspect his ring. I feel that we were not provided with the customer service we deserved. I dont not believe they have any type of commitment to thier customers. Obviuosly not to thier military service members either. We have been customers with them since 1996 and I will never again buy a piece of jewelery from them again. So this is my warning to my fellow military members and family.. DO NOT PURCHASE ANYTHING OF VALUE FROM THIS COMPANY. YOU WILL NOT BE PROTECTED WHEN YOU ARE CALLED UPON TO SERVE YOUR COUNTRY!

My husband purchased a 1 3/4k diamond ring bridal set on 2/12/09. The engagement ring product number is [protected] and the "unmatched" wedding band's product number is [protected]. Considering this is obvious, I never realized this until after my ring was soldered together a few months later which is after the "return policy". A few months after buying my ring, I noticed the diamonds kept falling off. Kay Jeweler staff said that "You have a 50/50 chance of your diamonds falling off here". After my diamonds fell off twice, I asked for another ring. The manager told me no, they can keep fixing it but I can't have a new ring which was right before my Wedding Reception. I told them I can't wear this for my Wedding and they said "just have the photographer edit a diamond in the picture". I sent an email to corporate and they finally gave me a ring on 12/29/09 that was too big from behind the case and gave me a guard to wear to make it fit for the engagement ring only. He refused to give me one for the wedding band though. Well, after a month of them having my ring soldered again and sized, they called me to pick it up. When I went there, a Kay staff said "they did a horrible job on the ring. They just went too fast on it. You should have never bought this ring." as another Kay staff told me "This is the second ring this month" just like mine "that is being returned". So as my husband spent $2, 500 on my wedding rings, he never knew what kind of poor quality place he was putting himself into. As I spoke on the phone with an unknown customer representative of product complaints, he said "I don't know why you are telling me this, you need to tell the manager over there". So, this is it. DO NOT PURCHASE ANY KAY JEWELRY PRODUCTS! They will treat you just as bad as us.

My husband bought a one and a half carat three stone engagement ring from Kay Jewelers, spending $2, 999 plus the cost of the insurance which, when he bought the insurance they said if the ring was lost or stolen they would replace it free.

They lied. I accidentally flushed my ring down the toilet trying to put it back on and he went up there the next day to talk to them but they refused to give a replacement. All he wanted to do was get the same ring we had before but they said all they could do was allow him to pick something out the same price as what he still owes on the ring that is now gone. I think that is [censored].

They are now claiming the insurance that he has doesn't cover a lost ring! Lies! Don't buy from them! I also had to have the ring sent off within six months to have the diamonds tightened in the setting and I feel they have ripped us off.

Has this ever happened to anyone else?

My husband bought me a 1/2 carat engagement ring in 2003 from Kay Jewelers in Virginia Beach. It was the first diamond I had ever owned. My husband was serving in the Navy at the time. I would have settled for a 1/3 carat but he wanted to surprise me and bought the 1/2. He also bought the Lifetime Diamond and Color Gemstone Guarantee.I was faithful to take the ring in every 6 months and have it inspected and documented on a slip of paper they would give me.

Since that time, we have bought a beautiful amethyst ring for daughter, an emerald and diamond band for myself, a simulated ruby ring, a Valentine specially priced necklace and ring and a small charm for my daughter when she announced her pregnancy. All from Kay Jewelers. The most expensive any of these above pieces was not more than $350. When we bought my diamond engagement ring, we had traded a wedding set from my husband's 1st marriage and put the remaining $800 and some on a Kay's Credit Card. All our payments were always on time and all the above items were paid off as they should have been. The amethyst, emerald/diamond ring and the charm all had Lifetime Guarantees on them that covers a replacement if it is chipped, broken or lost from it's original setting. I faithfully wrote all the inspection dates on the calendar and all of them were inspected every 6 months.

My daughter's amethyst fell out shortly after she got it and was lost. This happened 4 to 5 times! A couple times we found the stone. Once Kay's replaced the entire ring when she fell at work and completely smashed the ring and lost the stone. The charm I bought her also lost the white amethyst stone a month after she got it. Again, Kay's replaced it. I have not paperwork of all these incidents because Kay's has you sign the slip to send the ring in and then sign the same slip when you pick it up and then keep the paperwork.

In December, I had gotten up early one morning and was sitting quietly when I looked down at my hand and my diamond was gone! I was really heartbroken but knew since I had that Lifetime Guarantee everything would be ok. WRONG!

I looked at the setting and saw that one of the prongs was slightly out of alignment with the others that were straight. The last inspection had been in August 09. I was really puzzled as the 2 other rings I wear on the same finger were fine but obviously with the prong slightly askew, this is why it fell out. I had no idea when I could have lost it. I never take it off and always clean it with a soft brush if I use lotion on my hands. I knew it had been there the previous morning. I looked all over my bed and around it and kept an eye out for something sparkly to catch my eye. I'm still doing that.

Now to the heart of the problem. I took it to Kay's in South Bend with all confidence that it would be replaced. The manager, Stephanie, waited on me and when she checked my last inspection date on their computer, she said it showed I hadn't had the ring inspected since some time in 08. I produced the most recent inspection slip dated Aug 09 and she kept it to turn in with the ring in for replacement. She was vague about when it may be done.

I called on January 7th. The asst. manager said the ring was still in Ohio and would call and check on it and call me back. When there was no call by the following Monday, I called back. Asst. Mgr. told me there was a note from the store manager that she would call me the next day. Mid afternoon the next day, I had to call her. She started asking me questions like, "did you ever have this stone replaced before?", "have you bumped your hand on the cupboard lately?", "have you left your ring anywhere else lately?" and "has anyone else worked on your ring?" I answered no to all. She said she would call them to see why they were asking those questions and it could be another week until the ring was done. She said she'd call me in a couple hours.

She called 2 hours later to tell me the ring just happened to come in! (Surprise!) But the stone wasn't replaced because...here it comes...are you ready? I quote, "It has obvious pry marks on it" Not just "pry marks" but "OBVIOUS PRY MARKS"! She proceed to tell me she didn't know why she hadn't noticed it when I brought it in. All she said she noticed was that the stone was missing but, "yes", she said, " I see them now!" (meaning the pry marks). I can't take up all this space to type the whole conversation. I tried not to flip out but did manage to ask her if she was calling me a jewel thief!

I finally got her to refer me to a customer relations number and called it immediately and spoke to someone named Laura or Laurie. During the course of the conversation, she put me on hold for a total of 25 minutes while she supposedly was making phone calls to investigate. She told me when she came back on the phone that there were "obvious pry marks on the ring"...are you ready?..."made by tools!".

By this time I am fit to be tied. At one point she told me to stop yelling at her because she was trying to help me! I wanted to do one of those "this is not yelling, THIS IS YELLING!" kind of things but restrained myself. After another heated conversation she told me she would look into it some more and call me back.

Remember, I have still not seen the ring. The store is an hour's drive for me and the weather had been bad.

Later in the evening she calls me to tell me she spoke again to the South Bend manager and tells me the manager said she discussed the pry marks with me when I dropped the ring off! I feel I'm in the twilight zone. She also mentions at that time that the Master Jeweler at the home office said the "pry marks" made the ring "not damaged under normal wear and tear". She also tells me the prongs are not straight and some of the prongs are severely bent. Steam is coming out of my ears by now and I am put on hold for another 20 minutes. I hang up, call back and someone named Megan answers. She tells me her desk is right next to Laura's and that Laura is talking to someone about my ring and she'll call me tomorrow.

Next day Laura (probably not her real name) calls to inform me there's nothing else she can do. She says the ring was not damaged by normal wear and tear. She is very firm and emphatic about it and loud. I asked her if I can get that in writing to include all the remarks about "pry marks" and "obvious pry marks'. She tell me no...NO?...it is not company policy to do that and the explanation in my (generic) pamphlet about "normal wear and tear" is all the explanation I need. I tried to get more info from her. She told me the ring was received in Ohio on Dec. 11 and evaluated on Ded. 11 (remember this is Jan 13.) I kept trying to keep her on the phone as I rapidly scanned all my notes and questions desperately trying to some how make sense of all this . I did ask to speak to her supervisor and she informed me the CEO of the company gave them full responsibility to make all decisions and that her supervisor had approved it and so had the supervisor of the supervisor! Then out of desperation since the call wasn't going well anyway, I said I'd gotten some legal advice and I needed to ask her a few more questions. (The only legal advice I'd gotten was from friends who gave me advice about what I might do!) She immediately shouted, "This conversation is over!". I said, "what?" and she shouted again, "this conversation is over!" I hung up first.

The next day I went to see the ring. I took my daughter with me. The manager greeted us with a smile and I asked to see the ring...and guess what...the ring looked quite different from when I brought it in. I can't absolutely say it's my ring. The setting is really plain and it could be any ring. There were NO prongs that were slightly out of alignment...ALL the prongs were damaged, one was even twisted. It looked kinda of smashed. And, yes, there were 2 marks on the prongs that looked liked slashes. I was stunned. I told the manager this was not the condition of the ring when I brought it in. I asked her if she had documented the condition of the ring before she sent it out and she said no (what?) and said she put down just that the stone was missing. She then informed me she could not answer any more questions! My daughter spoke up at that point as she could see I was in tears from the frustration of all this and asked a few more general questions about repairs and warranties. Then she and I both looked at each other and discussed aloud what we should do now. My daughter told the manager we didn't know what to do since we'd never been in such a situation before. The manager was no help. We asked if we could take a picture of the ring and she told us no, not inside the store. We asked if we could take it right to the edge of the store in the mall but in her sight and photograph it and she said we'd have to sign the release to do that.

I took a few moments to think. I signed the release. I took the ring. I just couldn't stand being in that store one more minute and knew they were liars and could not trust leaving the ring there for them to alter it anymore

This is quite lengthy I know. I am totally shook up over this and at this point don't know what all I'm going to do. Of course my husband and I immediately canceled our accounts with Kay's and will never step foot in there again or any of Sterling Jewelers others owned stores. I will post this on as many online complaint sites that I can. I will notify the Better Business Bureau. I know I am up against an multi million dollar company with infinite legal resources. I know I have been cheated, lied to and duped.