To Whom It May Concern: We have been trying to get resolution of the major problems
with our wedding ring purchased on March 14, 2009 in the Ridgedale Kay Jewelers
store and have gone through every hoop requested of us. In addition to returning the rings for
fixing the chipped stones and having to return the rings again when the
soldering was not done correctly, we were then directed to contact
corporate. We have left multiple messages and received no response from
corporate to resolve these issues that have occurred and continue to occur over
the 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 ring
doesn't hold the diamonds for the first 12 months, it is not likely to hold up
for years. At this time, we are asking for you at corporate to step in
and back up your promises with action.
If this is not resolved within the next 30 days, we will be reporting
your company to the Better Business Bureau and appropriate sources. Our intent is to have our wedding ring be of the quality
that you sold us on March 14th and the services that you guaranteed us. As you'll see in the following
documentation of the problems and steps we took (per your company's employee
requests) to resolve the problems have been extensive: March 14, 2009 - Purchased
engagement ring and wedding band. April 13, 2009 - Engagement
ring sent in to be sized. (#54892626) The ring came back on 4/22/09 Sept 23, 2009 - Sent
in 3 stone engagement ring and wrap to be made to the correct size. It was
sized and soldered together for wedding (rushed) October 2, 2009
- Engagement
ring and wrap came back soldered together. The wrap was soldered crooked but it
was day before my wedding and late to arrive so we did not have it fixed. Sept 4, 2010 - Sent
ring out to have sapphires put in for our anniversary as well as to tighten
stones that had come loose, repair the break in shank, straighten the soldering
job on the engagement ring to the wraps and have Love Always engraved in the
engagement interior portion of the ring. - Purchased
open hearts ring and sent it out to be sized. Sept 26, 2010 - Wedding
ring came back solder job was not fixed and the engraving went off the side of
the ring instead of straight in the middle as I specified it to be. - Resent
out to fix solder on wrap and fix engraving. - Open
hearts ring came in from being sized. - Open
hearts ring sent back to be resized to the correct size as it came back too
small and to have the red/black heat marks fixed as no one inspected the ring
before telling me it was ready. - The
head manager Sue was not very nice about that fact that I was not happy with
the job that came back and actually gave my husband and myself an attitude
about it saying she didn't see anything wrong with the solder job and that it
wasn't that big of a deal about the engraving going to the edge. The associate
came and helped us after that to get it fixed. My wedding ring was sent back in
to have the engraving fixed and the solder job fixed as well. - Beginning of October, 2010 - Wedding
ring came back from being fixed. The solder job was even now and the engraving
was centered. Oct. 7, 2010 - 3
stones 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 because
of all the problems that I had been having with the ring. Determined that the
original salesman did not custom make my size 4 ring but had an 8 sized down to
a 4 which is what is causing the diamonds to pop out. October ?, 2010 - 3
stone with wrap came back from getting stone put back in. When I was handed the
ring, I noticed that when the ring came back from the last repairs 2 of the
diamonds have corners that had cracked off and were missing we did not have it
fixed because they were making me a new 3 stone engagement ring that was to be
in before Christmas and be soldered to my wrap portion on the current ring. End of October/ beginning of November, 2010 - Called
Kay Jewelers to see if my new ring had come in yet. A gentleman on the phone
looked and said told me it hadn't but I did not need to call because they would
call me the day it arrived. I told him that was fine but the last time I was
told that they would call, no one called me. - December 19, 2010 - Went
into store after calling to see why my ring had not come back from being remade
as they had said it would be completed before Christmas as well as turning in
my ring to be soldered to the wrap. When I called the associate looked and was
surprised when she found it there. After asking her to find out the exact date
of check in, it was found that the rebuilt ring came in at the beginning of
November possibly November 2, 2010 and I never received a call. - In
store associate told to call [name] at Corporate 1-800-877-8169 x???? - I
called 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 call
me back. The associate mentioned that if I cannot get ahold of her today to
call back on Tuesday and she will be in the office. December 21, 2010 - Called
[name] at Corporate at 11:30 am and left message to call - Called
[name] again at 3:42 pm and left message to call me back please because this is
the third message I will be leaving for her to call me back. December 22, 2010 - Emailed
this letter to customer care services via their online application at 12:02pm. As you can see by the documentation, we have gone out of our
way 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 has
already had to have it fixed twice for diamonds falling out! We spent over $4000 with Kay that is going down the drain! BEWARE!!! | 
