My wife and I purchased our wedding rings set from Kay Jewelers because we had heard pretty good things about them. We found a set that we liked and decided to purchase them. We bought the extended warranty so our rings would be protected.
3 months later we came back and the same sales person was working and we wanted her to clean our rings, so she did and she also checked them for us to make sure the diamonds were still set well. She said everything looked good and we were set to go.
3 more months later, a total of 6 months from the time of purchase a diamond fell out in my wife's set. We went in with our extended warranty in hand and spoke with the sales rep working the front. I explained to her that my wife's diamond fell out and we purchased the extended warranty, but we were still protected by the standard warranty, basically covered by 2 warranties.
She asked us for the inspection stamp, we were clueless, and she informed us we had to have our rings inspected every 3 months. I told her that the rep who sold us the rings inspected and cleaned them 3 months ago. She asked me if she stamped my inspection sheet, and I told her she didn't because I never received a inspection sheet and she didn't inform either of us about inspections or the sheet.
The rep stated we would be forced to pay for the repair which would be almost $200 to get it fixed. I then asked for a manager and explained to her the situation and she refused to do anything about it and I then took both their names down and told them they would hear from a lawyer.
Before we walked out the manager offered me a one time deal to pay 1/2 the cost and Kay would pay the other half. I agreeded and we paid 1/2, but I still was determined to get my money back from them. I called their store manager and he refused to do anything about it either. So for $90 I was out, I didn't see it worth it the see an attorney.
We got the repaired rings back and all seemed well that ended well, so we thought. 3 months later the same 2 diamonds fell out again, we called Kay and they started with the same crap, that since we didn't have them inspected that initially voided our warranty and now the new repaired rings would not be covered either. About 1 week later my diamond fell out in my band, so we are out 5 diamonds and no warranty to repair them. I make sure to tell everyone I know about their sorry craftmanship.
We haven't went back to Kay Jewelers and I recommend you do the same. They don't stand behind their products nor do the backup their warranty.
We are now Zales customers, we purchased rings from them and it's almost been a year now and they are still shinning, not a single loss of a stone, knock on wood...
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