Dissapointed.... Don't buy from kay jewelers

sbily2010 · March 2010

ok so about 2 weeks ago now i posted how my diamond got lost while i was at work because the prong bent.

well i get a call today from kay's telling me that they wont cover the cost of the diamond. they keep trying to tell me it is because the post wouldn't of bent the way it did under normal use. what really? because twenty minuets before i was showing my ring to another girl and it was 100% fine oh and i had just had it in 2 months before to be fixed for the same problem although not as bad as this time.

they pretty much told me i'm young and stupid and don't know anything. But they will let me buy a new diamond at a discounted price. (only 1/3 of the price of the original diamond) why would they do that if they wont cover the diamond to begin. FI got the extend warranty and insurance stuff and now feels like it was only a big waste of money.

So ladies be warned, buy from Kay's if your ok with this type of treatment and a place that wont stand behind their warranties/insurance.

jagore08 · March 2010

Did you speak with a manager? I would keep trying to fight this, especially if you just brought it in a couple months before for the same issue. It might be their fault from when they fixed it.

kd.joseph · March 2010

I'm sorry! That really just sucks. Does your FI have the warranty information? I would go over it with a fine tooth comb. And if you do get another and you own a house, put it on your house insurance. Mine covers everything.
Also I would be careful about what quality of diamond they want to sell you at 1/3 price. Good Luck.

sbily2010 · March 2010

I've talked to the store manager and their customer service rep. and have gotten nowhere with them, my older sister suggested i drive to see the store manager she usually buys from (only about 1/2 hour away but still a pain) and i'm willing to try.

the sucky thing is they took all of our information about our warranties and everything when they sent my ring in two weeks ago. i'm not buying this whole selling me a new diamond at 1/3 of the price thing anyway. i can't wrap my head around y they are willing to do that and not cover it.

*tinkertoy* · March 2010

I would raise Hell, don't let them do that to you!

KRPadilla · March 2010

I would talk to the store manager in person, then if you don't get what you want, I would talk to that person's manager, then if you don't get it replaced, I would talk to that person's manager....getting the idea...some where along the line, you will get your ring replaced. They need to fix this. Also, I would ask for your information back regarding your warranty and if they can't get your actual paperwork, I would ask for a copy of the policy. Climb the chain of command. This is just not right.

jennylove810 · March 2010

I'm so sorry you are going through this

I always buy from privately owned jewelry stores, and never from chain jewelry stores (Kay, Jared, Belden, etc), because of these types of situations. These stores are corporate, with their fake "warantees" and they are not looking out for their customers, because they make so much money they don't need to! I hope you are able to get this situation resolved, and in the future I'd consider taking your business to smaller, privately owned jewelry stores where the owners are accountable for their merchandise and care about making their customers happy. Good luck to you.

JenniferC2010 · March 2010

I've purchased jewlery solely from Kay Jewlers for over 10 years and I've not had a single problem with them honoring their warranties or lifetime gaurantees. I'd talk to someone else if the person you were working with objects.

caseylynne21 · March 2010

so kay's is horrible! mine did the exact same thing that your's did. they covered mine though, and it was due to a prong that had bent back. however once they replaced the diamond it was yellow and had a huge hairline fracture through the center of it...now i am an art kid and i stared at my ring to the point where i nearly walked into walls because of it- there was no flaw in my first diamond, at least not a visable one. luckily the whole thing was still under the 60 day return policy (and the diamond fell out within my having it for 2 weeks) granted they tried to blame me for it all- saying exactly what they told you...but again i was under 60 days so they tired to make me happy so i wouldnt return the ring. obviously when they replaced it, i said no thank you. the returning of the ring was one of the most horrible things that i ever had to do...my fiance tried to tell me that it was no biggie but i didnt want to deal with those F*&king assholes again. my second ring came from a local jewelry store and i have never been happier!

chelley599 · March 2010

I would definitely raise hell. My sister had lost a diamond the same way and had the warranty at Zales. They covered it no problem. Try a different Kays...maybe it is just that store and their horrible customer service. Maybe they are below sales goals and figure they can screw you. Definitely fight though

LoveBugBaby · March 2010

Absolutely talk to the store manager in person! I'd be so upset. Obviously if you were JUST in there to have it repaired for pretty much the same reason, then something is/was wrong with the ring. They need to take responsibilty.

I got my ring sized down 2 sizes (7 to a 5) about a month ago. Two weeks later the diamond was so loose it was shifting in the setting. I took it back in (to Zales) because I knew the diamond was close to falling out. They asked me a gazillion questions about the warranty/diamond bond my FI had for it. After awhile I said "look, I was just in here about two weeks ago and had it sized down 2 sizes, obviously that made the setting lose, so shouldn't that mean it just needs to be fixed??" It should't have mattered if I had a warranty or not (which we do). I think the girl was new, because finally another employee came over and took care of me, no questions asked!

I just put my bridal set on our homeowners insurance. I heard thats always a good back up in case something happens to your ring(s). We got coverage that has them giving us the monetary worth of the set if anything happened to it.

lalap69 · March 2010

I think PP have really good advice about going up the chain of command and going over your warranty very carefully.

The only thing I would add is that you should document your dealings with them during this time in the event you need to take them to court for refusing to honour their warranty

ManyPenguins · March 2010

I have had several bad experiences with Kays (other people I know have as well). I will never purchase from them again. I agree you need to be persistant and talk to as many managers as you have to until they resolve the issue. Be a squeaky wheel!!! Good luck! I'm so sorry you have to deal with this!

lizstill13 · March 2010

You don't have to own a home to put it on your insurance. I rent and have a renter's policy, but the insurance put it on as a separate rider on the policy, completely unrelated to anything else. You do need to have it appraised to find out the actual value, but it's well worth it.

abbygrace8 · March 2010

if you haven't listened to any other advice, listen to this (i'm a whiz at getting what i need/deserve from difficult companies):
you need to look up the corporate number for Kay's and call them. don't hang up until you've spoken with someone. be patient, don't sound whiney, but be firm. use these words: "I'm going to need you all to furnish we with another diamond since the ring was defective due to poor craftsmanship." when you call corporate, they'll do anything to resolve the matter. i would know, i've done it all teh time. and if corporate gives you trouble, tell them you'd hate to have to contact the better business bureau of america- that ALWAYS ALWAYS ALWAYS works! lol. don't make them feel like you're threatening them, that'll just make them bristle. try to express how saddened you are by the loss of your diamond, and that you're just trying to recoup your loss without paying an unnecessary fee, due to the fact that it IS covered under your warrantee. state that part as absolute fact. don't waver- if they smell weakness, they'll freeze up and won't negotiate. good luck!

abbygrace8 · March 2010

In Response to <a href="http://forums.theknot.com/Sites/theknot/Pages/Main.aspx/wedding-boards_attire-accessories_dissapointed-dont-buy-kay-jewelers?plckFindPostKey=Cat:Wedding BoardsForum:15Discussion:d2432d64-91b4-4b46-b08f-f42f42973f3bPost:4756a201-142c-40b7-80f5-e0a1af074ebe">Re: Dissapointed.... Don't buy from kay jewelers</a>:
[QUOTE]I think PP have really good advice about going up the chain of command and going over your warranty very carefully. The only thing I would add is that you should document your dealings with them during this time in the event you need to take them to court for refusing to honour their warranty
Posted by lalap69[/QUOTE]

i wouldn't necessarily keep record for court proceedings, but havings dates that you talked to representatives, names of the reps and their departments looks professional on your part, and lets them know you've got it together.

sbily2010 · March 2010

So fi called the corporate number for kays today any]d they told him our original store that he bought my ring from has my ring...... I'm starting to think they didn't even send in my ring to begin with at this was a process that was suppose to take 4-6 weeks to begin with. i'm just wondering how they could of gotten it back so fast. what if we went for their proposed "fix" of us paying for a stone. then what? we both had to work today and couldn't get to the store to see if they really had it or not but we deff are going in the AM when they open!

Dissapointed.... Don't buy from kay jewelers

Re: Dissapointed.... Don't buy from kay jewelers

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