Kay Jewelers – Warranty department

Subject: Warranty Coverage Denied Due to Missed Inspection Reminder
Dear Kay Jewelers Customer Relations,
I am writing to formally express my concern regarding a recent experience with your Extended Service Plan (ESP) and the Lifetime Diamond Guarantee.
I have consistently maintained my jewelry and relied on Kay’s reminder emails to ensure timely inspections. However, I did not receive the March 2025 reminder for my ring inspection. As a result, I missed the required visit — something I would never have overlooked had I been properly notified.
When I visited the store recently, I discovered that two stones were missing from my ring. The in-store manager informed me that Kay had stopped sending reminder emails, yet your online customer service team claims that reminders are still being sent. This contradiction is troubling, and the lack of communication directly impacted my warranty coverage.
While the metalwork is covered under the ESP, I was told the missing stones are not — due to the missed inspection. I respectfully request that Kay Jewelers reconsider this decision. The lapse was not due to negligence on my part, but rather a breakdown in your notification system. I believe it is unfair to penalize loyal customers for a failure in communication, especially when the inspection requirement is so strictly enforced.
I am asking that the missing stones be replaced under the original warranty terms, given the circumstances. I would appreciate a prompt review of this issue and a resolution that reflects Kay’s commitment to customer care and integrity.
Thank you for your time and attention. I look forward to your response.
Sincerely,
Carol Dimick
[protected]
[protected]@gmail
Unfortunately I do not know the date because it is not in my profile

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