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Kay Jewelers / not honoring waranty

1 Tracy, CA, United States Review updated:

My husband purchased a ring from Kay Jewelers, Tracy CA 95376 in June 2007. On December 22, 2008, I noticed the large center diamond was missing. The store manager stated that replacement of the diamond as described in the warranty would not be covered because I had not “documented” ring cleaning & inspections every six months. The ring was cleaned at the same Kay Jewelers location several times and I always informed the employee that it was purchased there. Not once did any employee suggest the cleaning needed inspection documentation.

The store manager gave us the name & number of the district manager. We left multiple messages but never received a response. We sent e-mails to your online customer service... still no response. I called the store manager again and was told the district manager was only going to tell me that the ring is not covered. She suggested I call customer relations.

I can’t believe Kay Jewelers will not stand behind their product and warranty. Especially in these tough economic times I would expect Kay Jewelers to value their customer and honor their product!

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Comments

  • Ja
      4th of Apr, 2009
    0 Votes

    I'm James The Jeweler in Atlanta, Ga and i'm a REAL ONLINE JEWELER informing you to NEVER BUY "WARRANTIES" ON JEWELRY PURCHASES, THEY'RE NOTHING MORE THAN LIES ON PAPER TO GET MORE MONEY OUT OF YOU. I tell all of my customers PAY AS YOU GO WITH THE JEWELRY YOU BUY FROM ME!

    I strongly feel if you sell QUALITY JEWELRY from the beginning you wouldn't have to offer any WARRANTIES on the jewelry you sell. Most of these jewelry stores ARE NOT going to honor any WARRANTY they sold you anyway, so DON'T BUY ANY WARRANTY ON THE JEWELRY YOU BUY, JUST PAY AS YOU GO. Should you need to get your ring sized pay for it then, if you lose a diamond pay for another one along with the labor charge to have it set at that time.

    EVERYONE ALWAYS DO BUSINESS WITH A JEWELRY STORE THAT IS A "FULL SERVICE" JEWELRY STORE WHICH MEANS YOU CAN BUY AND HAVE YOUR JEWELRY REPAIRED AS YOU WAIT AT THE SAME JEWELRY STORE. STOP GOING INTO THESE JEWELRY STORES LEAVING YOUR JEWELRY FOR 2 TO 3 WEEKS, IT DOESN'T TAKE WEEKS TO SIZE A RING, NOR SET A SINGLE DIAMOND.

  • Yo
      18th of May, 2009
    0 Votes

    People need to start reading their paperwork they recieve after purchasing jewelry. It says that if not inspected every 6 months, contract is void. Kay Jeweler employees are not baby sitters and cannot tell if you have had your rings inspected or not. Asking to get your rings cleaned, and asking for inspection are two totally different things, know the difference.

  • Ms
      7th of Feb, 2010
    -1 Votes

    I work for Kay jewelers when you purchase the ring we instruct you to come in and get cleanings and inspections done for that purpose you don't not buy the guarantee it comes with the purchase when you need something sent to the home office they check the inspection record in order to do work and you have to pay for the labor but we will replace the diamond. Now as far as you coming in to get it cleaned you need to STATE THAT YOU ARE DOING YOUR SIX MONTH INSPECTION because we do free cleanings and inspections for all jewelery even if it is not from us so that is on you as far as the inspections. AND AGAIN YOU DON'T HAVE TO PURCHASE THE LIFETIME DIAMOND GUARANTEE THAT REPLACES DIAMONDS FROM US IT COMES WITH THE PURCHASE.

  • Re
      10th of Nov, 2010
    0 Votes

    i am having the same problem! My ring is only a year old. I took it for an inspection 4 months ago. The diamond fell out and when I went back to Kay with the ring they told me they wouldnt honor the warranty because I hadnt had it inpsected, their computer magically deleted my information. They went on to tell me I had to purchase a new ring!! They tried to get me to open a charge account! I am so upset. have you gotten any results?

  • Em
      27th of Jun, 2012
    0 Votes

    I had the EXACT same thing happen to me as Tracy did. My ring wasn't even a year old. To the person who works for Kay that commented on not having to purchase the diamond guarantee you are so full of crap your eyes are brown. My husband was forced to pay extra for the guarantee, as were myself and every other person in this living world that shops/shopped at Kay. IF YOU REALLY CARED ABOUT ANY OF THE CUSTOMERS YOU "SERVICE" WE SHOULDN'T HAVE TO ASK FOR A 6 MONTH INSPECTION. It should be routine when a customer comes in for a cleaning to examine the ring and check the computer to see if an inspection is due. That however would only work if your system didn't magically delete proof the inspection was ever done. It is just one more way Kay can screw people out of their money. Since the problems with my ring 5 close friends and 4 family members closed their accounts with Kay. What happened to the quality of ring our mothers and grandmothers were able to enjoy for 50 to 60 years? Mine didn't even last through my first year and the grief it has caused sure puts a damper on the newlywed glow women are supposed to have at this time.

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