My husband purchased a 1-carat diamond engagement ring set in platinum in 2007.in late March/early April 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.
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