To Whom It May Concern:
We have been trying to get resolution of the major problemswith our wedding ring purchased on March 14 in the Ridgedale Kay Jewelersstore and have gone through every hoop requested of us.in addition to returning the rings forfixing the chipped stones and having to return the rings again when thesoldering was not done correctly, we were then directed to contactcorporate.
We have left multiple messages and received no response fromcorporate to resolve these issues that have occurred and continue to occur overthe past 18 months. At this time, what was to have been one of our most precious and long-lasting investments (our wedding ring) has turned into an ongoing nightmare. We have great concerns that if the ringdoesnt hold the diamonds for the first 12 months, it is not likely to hold upfor years.
At this time, we are asking for you at corporate to step inand back up your promises with action. If this is not resolved within the next 30 days, we will be reportingyour company to the Better Business Bureau and appropriate sources.
Our intent is to have our wedding ring be of the qualitythat you sold us on March 14th and the services that you guaranteed us. As youll see in the followingdocumentation of the problems and steps we took (per your companys employeerequests) to resolve the problems have been extensive:
March 14
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Purchasedengagement ring and wedding band.
April 13
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Engagementring sent in to be sized. (#54892626) The ring came back on 4/22/09
Sept 23
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Sentin 3 stone engagement ring and wrap to be made to the correct size. It wassized and soldered together for wedding (rushed)
October 2
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Engagementring and wrap came back soldered together. The wrap was soldered crooked but itwas day before my wedding and late to arrive so we did not have it fixed.
Sept 4
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Sentring out to have sapphires put in for our anniversary as well as to tightenstones that had come loose, repair the break in shank, straighten the solderingjob on the engagement ring to the wraps and have Love Always engraved in theengagement interior portion of the ring.
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Purchasedopen hearts ring and sent it out to be sized.
Sept 26
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Weddingring came back solder job was not fixed and the engraving went off the side ofthe ring instead of straight in the middle as I specified it to be.
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Resentout to fix solder on wrap and fix engraving.
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Openhearts ring came in from being sized.
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Openhearts ring sent back to be resized to the correct size as it came back toosmall and to have the red/black heat marks fixed as no one inspected the ringbefore telling me it was ready.
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Thehead manager Sue was not very nice about that fact that I was not happy withthe job that came back and actually gave my husband and myself an attitudeabout it saying she didnt see anything wrong with the solder job and that itwasnt that big of a deal about the engraving going to the edge. The associatecame and helped us after that to get it fixed. My wedding ring was sent back into have the engraving fixed and the solder job fixed as well.
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Beginning of October
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Weddingring came back from being fixed. The solder job was even now and the engravingwas centered.
Oct. 7
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3stones and wrap came in for lost diamond in engagement ring 4 stone at top. They sent out the ring for repairs and decided to have a new ring made becauseof all the problems that I had been having with the ring. Determined that theoriginal salesman did not custom make my size 4 ring but had an 8 sized down toa 4 which is what is causing the diamonds to pop out.
October? 2010
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3stone with wrap came back from getting stone put back in. When I was handed thering, I noticed that when the ring came back from the last repairs 2 of thediamonds have corners that had cracked off and were missing we did not have itfixed because they were making me a new 3 stone engagement ring that was to bein before Christmas and be soldered to my wrap portion on the current ring.
End of October / beginning of November
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CalledKay Jewelers to see if my new ring had come in yet. A gentleman on the phonelooked and said told me it hadnt but I did not need to call because they wouldcall me the day it arrived. I told him that was fine but the last time I wastold that they would call, no one called me.
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December 19
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Wentinto store after calling to see why my ring had not come back from being remadeas they had said it would be completed before Christmas as well as turning inmy ring to be soldered to the wrap. When I called the associate looked and wassurprised when she found it there. After asking her to find out the exact dateof check in, it was found that the rebuilt ring came in at the beginning ofNovember possibly November 2 and I never received a call.
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Instore associate told to call [name] at Corporate 1-800-877-8169 x???
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Icalled right after I left the store and associate got off the phone with her (approx. 4:00 pm) and left a message with my full name and phone number to callme back. The associate mentioned that if I cannot get ahold of her today tocall back on Tuesday and she will be in the office.
December 21
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Called[name] at Corporate at 11:30 am and left message to call
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Called[name] again at 3:42 pm and left message to call me back please because this isthe third message I will be leaving for her to call me back.
December 22
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Emailedthis letter to customer care services via their online application at 12:02pm.
As you can see by the documentation, we have gone out of ourway to get the issues with our wedding rings resolved.
SO IF YOU ARE THINKING OF BUYING ANYTHING FROM KAY... DON'T!!! I have a colleague in my office who bought her ring 3 months and hasalready had to have it fixed twice for diamonds falling out! We spent over $4000 with Kay that is going down the drain!
Beware!!!
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