I took my $8660.00, customized, 2.5 carat (near colorless white"G-H") diamond platinum ring to Kay Jewelers in Northlake Mall in Atlanta GA on February 1 to have my ring resized from a 8.5 to a size 9. I was told it would take one week to be resized and I would be called when the ring was ready.
A week later I received a call from Angela the store Mgr and was told that my ring had to be sent to their outside repair shop because it was Platinum they had to use a different method to resize my ring. I was told it would take about a week to 10 days, and would receive a call when the ring was ready.
On Feb 27 I called to find out the status of my ring and was put on hold for about 25 minutes I was then told by an employee named Clarence that my ring was lost. He said that the ring was worked on at a central repair shop and was lost! I was floored, lost? I called the corporate office immediately to be told that they would contact the store and someone would call me back.
I received a call from the repair shop manager named Paul who stated that he did the resizing of my ring and that he then gave it to the person (who just started a week earlier) who was to pack and send the ring back to the store he said that there are barcodes on all of the jewelry and that is how they keep track of the repairs. He said that since she was new he thinks that she forgot to take the customer copy of the label off of the box when UPS came to pick it up and it may have went to a different Kay Jewelers location. His exact words were "it appears the ring fell off the face of the earth" and he said that he would check some other stores to make sure it didnt go to another Kay Jewelers. He said that he would make me another ring exactly like the ring that was lost and of equal value. I never spoke to Paul again.
Kay Jewelers said that they would rebuild me the exact same ring of equal value and that it would take one month, unacceptable. I called corporate to complain and they offered to send me a $120 gift card!
Well the ring that was built looked nothing like my ring and the stones were much smaller.in the beginning they said that they had a picture of the ring because they photo the repairs, but when I told them that the ring looked nothing like my ring I then took them a picture of my ring and my boyfriends actual ring which is the exact mate to mine the only difference being the ring size, and his appraisal. (He had the ring (s) made for us using the diamonds from a piece of jewelery he had) They made a copy of my picture and said that they would send it out to be rebuilt.
On 4/14/08 I requested with corporate to have an appraisal done by Kay Jewelers to accompany my ring when it was ready, I was told that it takes 2-12 weeks because they had to send the ring to NY to get appraised by their appraiser. I told her to find another way to get my ring appraised by the time my rebuilt ring would be ready for me to pick up (promised date of 4/18), I was told that they would look into other options for getting my ring appraised.
On 4/18/08 I called the corporate office to find out the decision of getting an appraisal with my ring and was by told by a Rep name DEE that my ring was not the only ring lost that day and that there were other people with issues. Bottom line my ring finally came back on my birthday 6/7/08 I got a call from the store and went by to look at it. It looked exactly like my ring. I again requested an appraisal and was told that it would cost ME $200 for them to send my ring out to get appraised. No way! I asked if I can bring an independent appraiser to the store and was told no that it would be a conflict of interest to bring an appraiser to the store.
They insisted that I sign a general release which would make it impossible to take them to court if it was found out the ring that they built me of equal value turned out to be garbage. I refused to sign and they would not give me my rebuilt replacement ring. They also wanted me to sign the original receipt that was given to me when I took my ring there as though I was picking up the same ring. They would not give me a receipt stating it was for a rebulit replacement ring. I refused to sign both and was told that they could not and would not give me my ring unless I signed both documents. I left the store and called an attorney.
On July 3 I received a letter from corporate stating that they would send my ring out to I.G. I to be appraised so that I would feel more confident accepting the ring at no cost to me and would be contacted by the store manager when the ring returned from being appraised.
On Friday August 1 I got a call from Iris, the store manager and she said that my ring was back with the appraisal and she said that she knows I will be happy with the appraisal well the ring looked exactly like my ring and I was shocked at the appraisal the rebuilt ring was appraised at $11,160.00, the store manager would not allow me to take the ring unless I signed the General Release and the original receipt, again I refused. I asked for a copy of the General Release to have it looked over by an attorney and was told that if I decided not to sign it since I had an attorney my attorney would have to contact their attorney.
So at this point I will be taking them to court.
Please contact me if you have a similar issue with Kay Jewelers
My number is 770-xxx-xxxx (REDACTED FOR SECURITY PURPOSES)
Jeanine
Stone Mountain, Georgia
U.S.A.
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