I saw the perfect ring in Kay Jewelers in 2007.2ctw 10yf fashion diamond ring. I purchased the ring and I also purchased the PPP (Payment Protection Plan) since I brought it with my Kay Jewelers card. Several years later, my ring was stolen. I contacted Kay Jewelers and in the beginning they were nice. They gave me a number to their insurance department. I contacted that department and was told everything I needed to send to them. (Police report, Kay statement etc.) I did this. The process only took about 6 weeks before my claim was approved.
I received the approval letter from their insurance company in Florida and proceeded to Kay Jewelers here in Rocky Mount, NC. Everyone in there (Golden East Crossing Mall) is always so nice. The salesman called Kay Jewelers CUSTOMER CARE Dept. To verify the letter and to make sure what he was doing was correct. He spoke to a lady (Ensia) who was VERY nasty! The problem is, the ring that was stolen, is no longer available. The lady on the phone told me I HAD to pick something else, but they didn't have anything else I wanted (within the price of the other ring). She told the salesman "Well she'll have to take it or leave it!" (Not knowing I could hear the conversation) This upset me VERY MUCH to say the least. What's the point of a person BUYING the payment protection plan (when you purchase something with your Kay card) -they tell you you're covered if someting happens, but when something happens, you can't get what you had in the 1st place and the customer serice is horrible? Now I am stuck! If they can't give me what I want, why not just deduct the amount I am owed from my Kay Jewelers Acct? UGH These people are driving me crazy! After a few hours in the store and on the phone with the "horrible" customer service rep., I went home and cried and now I just don't know what else to do! I'll NEVER purchase from Kay Jewelers again! Some people may say, "Well, at least they are willing to give you something else in the place of what you had." But what if they don't have anything you want? What would you do? Just accept "anything" because you have no choice? I have seen rings at other stores that I like and within the same price range. I will never purchase the insurance nor payment protection plan again because in the end, it doesn't solve anything!
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