My husband and I purchased our engagment (1karat) and wedding bands from Kays in 2008. We paid extra to have the warranty that replaces diamonds that may fall out and also you can have your ring re-dipped in the rotium since it is white gold and can turn after wear. We send them off about once per year and have no problem. I sent them off again and when i returned to the store to pick them up they gave me my husbands band and then tried to give me the wrong engagment and wedding band for me.
I told them these were not my rings and they said they would send them back and locate my rings. 4 days go by and i called them back. They told me they think my rings are in the repair shop and they are trying to locate them. I call back the next day and they tell me that my rings were sent to Rome, Ga store and a lady picked them up. They told me they were trying to locate her to get her to return the rings. So you mean to tell me that a lady went to pick her rings up and instead got mine and she didn't notice that it wasn't her rings.
So we wait another 3 days and call back (keeping in mind they have not called us once since we have started all this)... They then tell us they have not heard from her and if I want to they will go ahead and replace my rings. I told them I want to speak with corporate because i am asking for more that just a replacment ring since those were my wedding rings!!! They gave me the number for the "customer care". I called and went through the whole ordeal only to find out that they lady will give me $180 giftcard and replace my rings.
What can you buy at a jewlery store for $180. Then she says she will add $35 for poor customer service. What the H*LL??? She kept telling me that they can not replace the sentimental value and I told her that I am asking for the 2 karat version of my ring and it will settle the sentimental loss. Keeping in mind from day 1 they never offered me anything for sentimental value that was lost... No earrings... No necklace... Just a $180 gift card.
I asked to speak to a supervisor and they gave me her voicemail. My husband then called and got the same story. He asked for our money back since they were not doing anything to keep us as customers by giving us a bigger ring so we could go buy a bigger ring somewhere else and they said they could not do that. We then told them we would be hiring a lawyer to get our money and emotional damages out of this.
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