The complaint has been investigated and
resolved to the customer's satisfaction
Kay Jewelersswitched diamonds


On May 1st my wife decided to have her anniversary band re-sized. We purchased a "Leo" band for about $2700 in 2006. This is their top of the line diamond ring and included certification paperwork along with engraved serial numbers in the diamond. My wife and I actually looked at the serial numbers on the diamond when we purchased it.
When she went back today to pick it up, she asked to see the serial number. To her dismay, it did not match our paperwork and certification. The store manager and associate said that we must have changed the diamond. We obviously did not and they went in the back room for about 30 minutes. They then came out and said that they will call us later tonight and that they need to keep the ring. I called their corporate office and they said they would look into it. They then called back about 3 hours later and said that we were given the wrong certification when we bought the ring and to go pick the ring up. I asked where the correct certification is at. They did not know and said the manager would have to figure it out. They must really think were stupid. We are contacting an attorney and are thinking about having charges filed with the police.


  • Jo
    Johns mom Feb 17, 2017
    This comment was posted by
    a verified customer
    Verified customer

    thanks for the tip, I have used Blue Nile also to replace my diamond and am very happy with them. Buyer beware of the local chain

    0 Votes
  • Ja
    Jake Bowers Feb 16, 2017
    This comment was posted by
    a verified customer
    Verified customer

    This is disgusting, they charge you for a diamond, give you something else. Companies like this make me sick. I only go through one company and have never had an issue with them. They are also probably the cheapest on the internet, however even then they dont dick you around. the website that i go to is if you dont want to get screwed I would go to them.

    0 Votes
  • Jo
    Johns mom Apr 29, 2016
    This comment was posted by
    a verified customer
    Verified customer

    Wow! My story is 8 years old and seeing this break finally feels great! Ok so I had a 2.2 carat diamond solitaire that I wore for over 20 years and kept insured for over twenty grand. And never left anywhere. At Christmas my husband bought me a necklace from jareds...while picking it up they asked to clean all my rings, as we were right there I agreed. Christmas Eve as we were admiring all the jewelry we ladies had on, my husband told me my diamond didn't look right.. I poohed him and forgot all about it...until the following may as our only son prepared to propose to his girlfriend. I had always told him my big diamond was his to give when he was engaged. So the time was here! I returned to the same jareds that had cleaned my jewelry to have it cleaned and tightened. After a few minutes I was called to counter and told my ring WASNT a diamond, I almost passed out! After regaining my senses I insisted a manager speak with me, I told them in no uncertain terms if my diamond was fake THEN THEY SWITCHED IT! They were rude and condescending...mind you I have an up to date appraisal on the ring! I didn't appreciate what they were implying, that ring was a family heirloom to be passed to my sons wife. Oh my god what a nightmare. I spent months fighting them involving the attorney general and better business bureau ...they "investigated" and sided with Jareds. I made sure EVERYONE I know never walked in there again. I had proof positive of the value and when it left my hand. I'm not surprised at the scope of this scam as no one would do a thing for us. So my insurance company paid for it...half the insured value ( a whole different fight)
    Be wary of any of these stires... Kay/jareds and the rest if this chain. I honestlt never thought the store was responsible for the theft, just responsible for not vetting their employees...what I'm seeing suggests something else

    1 Votes
  • Li
    LilyDaleGirl Apr 28, 2011

    My husband bought a $2500.00 wedding set from Kay; the engagement ring, however was a size 10. Let me preface this by saying that the engagement ring was a stunning 1 carat Marquis. When I returned to Kay after it was sized, my mother and I both looked at the ring, looked at each other, looked at the ring again, then looked at the manager. My mother was actually the first one to say "that is NOT her ring." There were CHUNKS of carbon in this ring. Any woman would be embarassed to wear this ring. True to form, our paperwork did us no good. We swapped the diamond ourselves or bought a similar ring and are now trying to get an upgrade; any rediculous scenario you can think of, they told us. The BBB didn't care. The State's Attourney General didn't care. The company didn't care. I had to take that piece of junk. I never told my husband because it's not about the value of the ring, however, I was livid that he was played for a fool. Anyone fighting Kay- don't give up! I have never forgiven myself for just rolling over so quickly. Oh, and the bonus when I told the manager straight-faced that this was not my ring, she looked me directly in he eyes and eerily said, "proove it."

    2 Votes
  • An
    Anonymous for now Feb 22, 2010

    I too just got taken by a local jewelry shop, i will not name the shop at this time untill the investigation is done, but want to warn unsuspecting people to PLEASE!!! be very careful, everyone can tell you to only take your jewelry to reptuable places but unfortunetly they are very few left... It was just tragic and heartbreaking what happened to me so i am sharing my story in hopes someone else will never have to go through this... I took my beautiful solitaire diamond that i wore for 25 years to a local shop that claimed to have repairs while you wait, because i never left it with anyone and thought well i will be right there nothing can happen, Well it did .. they were suppose to tighten my prongs a little because the diamond felt a little loose, they did and got it home and when we looked at it through our loop we had i almost had a heart attack, it was so full of inclusions, scratches, a white line around the outside top of the diamond, oh my god i just fell apart, we called and i told them i was giving them the benefit of the doubt that an honest mistake had been made, and was told my diamond was never taken out of my ring and hung up on, well to make this long horrible story short, i ended up filing larceny charges against this store and am waiting to hear from the detectives, I am heartbroken and sick to think someone could be so greedy to do this to another humen... Be careful!!!

    1 Votes
  • St
    Stephanie Jun 11, 2009

    Kay and every other jeweler that is associated with them are awful! My fiancée and I bought my engagement ring at JB Robinson in Alabama in December of 2007. We picked out the ring a few months in advance and they told us they were having a big sale on December 4, 2007 and if we waited we would receive over $1, 000 off my ring which is originally priced at $3, 800 we got it for $2, 700 including tax. We thought we were getting a great deal for my 1 ½ princess cut 3-stone ring. It was so pretty in the store when I first saw it. I have thought before that when he actually picked up the ring there was a possibility that the ring was switched. I had heard of this happening, and actually happened to one of my mom’s good friends at Kay’s a few years ago. At the time I did not know that JBR was Kay’s sister store or we may not have bought my ring from there. But why would a jeweler actually willingly save us $1000? If they knew they were selling the ring and knew they were going to get to sell the high quality diamond elsewhere because we had already reserved that ring. Well upon buying the ring we received “marry money” which gave us $100 off of a $300 purchase. We decided to buy our bands the following January, on the 16 of 2008. We were not getting married until 2010, but we wanted to get the rings paid off way before the wedding since we were both still in college. When we were looking at bands I saw one I loved. The diamonds matched up with my ring perfectly. The manger Cameron assured me that it could be “fitted” to my ring. Since I bought the warranty on both the engagement ring and the band it would only be around $40 to have it fixed. I was so excited because I loved the band and my ring. Well I got the rings paid off in the year you are allowed interest free with their credit line. Well I took the ring to Kay’s last week to have the band “fitted” to my ring since my wedding was less than a year away. Well I was told by the manager at Kay’s that the band I paid $400 for cannot be fitted to fit my ring because it will ruin the diamonds on my band. And that it will be $1200 for them to “custom make” a band to fit my ring that they STILL currently sell in the store. HOW can you sell a ring and not sell a band. Plus how can you charge me $1, 200 for a ring when I am supplying the diamonds and a big chunk of the metal? What is it $100 per hour for labor? That is just stupid. Beware of Kay, JBR, Jared and all the other companies that are associated with them. Don’t believe me… google Kay Jewelers Scams!!! My fiancée’s dad was a jeweler for a long time and so was his granddad for over 50 years. His dad told us it should cost no more than $400 to “custom make” a band for my ring. The reason a band has to be custom made is because my ring has a diamond on each side of my ring to “set” the stone or that’s the reason I was told. I think personally it is a load of bs. Anyone planning on buying at Kay, DON’T!!!

    0 Votes
  • Sa
    sadgirl May 21, 2009

    Identical issue at Jareds. which is Kays, Sterling, Marks and Morgan and many more names...
    I picked out a 1.1.3 carat diamond which it was a G in color for 4800.00.. When I came to pick it up after it was sized etc. It was not the ring I picked.
    So, they indeed found the tickets, the sku numbers did not match . iT GOT WORSE. I was given a 1.03 I in color diamond ( a yellow ugly diamond) after the first one is so called lost. That was a slap. Then I decided to go for a better quality and clarity. VVS2 and F in color which cost me another 2200.00. Now I have a cloudy, F in color diamond. that should be so colorless that all it does is sparkle. NOT. I want to cry everyday, I am sad, I am frustrated, I have been mocked when I go into that store... Oh please do not shop at Jareds. Please. Save your money and shop around with a real jewelry store. Please. I wish they would do the right thing and take the ring back. Allow me to pick another and we will be through. Or better yet, give me my money back.. Which pigs wil fly first.

    0 Votes

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