Nutshell: Kay personnel harassed me in store, via Kay.com 1-800, via email, via Sterling Jewelers, and it goes on, fully knowing that I was at the time post-op and handicapped with dominant hand, and that husband was in Iraq.
Where to begin - In-store: Took wedding set to local Kay store (where my husband purchased set last year) to get saudered. Had extensive hand surgery on dominant hand in Jan 08, same time husband deployed to Iraq. Took rings to get sautered Feb 08, while he was gone.
Was assured by sales rep named Ryan, with whom we had worked with for two years, rings would meet my expectations and would be ready 3/06/08. Call first to see if they were ready; was told they were, so went to store in mall. Did not recognize any sales rep (or whatever they call themselves) and took note that two young males were loitering in the store (didn't fit environment - believe at least one to be boyfriend/acquaintance of young "rep" working that evening). Normal store manager was out on spring break.
When approached by "rep, " told them I was there to pick up ring. They asked for ID and receipt, which I expected, at the minimum. However, when they saw that it was taking a while for me to get it out of my wallet (impaired right hand/thumb), one "rep" rushed me and instead made me verbally give name and address. They gave me what I thought was my ring without proof of ID/receipt. When they asked if it met my expectations, I said "no, " at which time the reps accosted me, and the young girl's acquaintance put his elbow on top of the counter and stared at me to intimidate me. I was so scared and upset that I left with a screwed-up ring and in fear that one/both men loitering would follow me to my car.
*Nargis, sr. Rep, told me that it didn't matter if my wedding set was messed up; she'd just "get me a new one." My husband, who is still not back and here to defend his purchase, bought the initial ring and then bands for me and they were all blessed by our priest at our wedding last year. She unabashedly trashed it's sentimental worth, as if it had come out of a gum machine.
Reported incident same night to Kay.com; they never called back. Have filed BBB claim and have contacted Sterling Jewelers District Manager (Kay holding company) 3 times with no response. Took ring back to store with normal store manager's (Mike) assurance it would be fixed to spec and be on my finger 4/15/08. Got call on 4/15/08 from his rep - never made it to store but would definitely be at store 4/17. Store manager called today to inform me, that "oops!" ring didn't make it and it was UPS's fault. After drilling him for a few minutes, he admitted it was the Sterling repair shop that "forgot" to put set in UPS box for 4/15 date; today he claims it's UPS's fault.
Given all of the broken service plan agreements, threats, verbal harassment/abuse from female employees both in-store/via Kay.com, lies, empty promises, etc., I don't know if I should even attempt to go pick up what they claim to be my "original" set, at least until my husband gets back from his deployment. I still have my BBB complaint open, but doesn't seem to matter. Looking to sue for fraud, etc.
Smbod
Ft Walton Bch, Florida
U.S.A.
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