ComplaintsforKevin Jewelers

• Initial Complaint

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am reaching out to report a critical issue of identity theft involving my personal and financial information. Unauthorized use of my driver's license, Social Security Number, and credit/debit cards has occurred.I seek the urgent support in addressing this matter by facilitating investigations, ensuring the security of my accounts, and assisting in the removal of all fraudulent transactions and inquiries from my records.----------KEVIN JEWELERS 11XXXX04/11/2015 $1,412.00,--------

  Business response

  03/28/2024

  To whom it may concern,
  After thoroughly investigating ******* ***************************** claims concerning the misuse of his personal financial information by Kevin Jewelers, we have determined based on our review of our contract, identification documents, and our collection history, that this debt is valid and there is no justification for non-payment or deletion of this tradeline due to fraud. We are pleased to provide the customer with documentation validating the account with ***** Finance, the in-house department for Kevin Jewelers, upon written request sent directly to us. If there are any further questions, please feel free to contact our office.
  
  

• Initial Complaint

  01/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On December 18, 2023 I went to Kevin Jewlers looking for an anniversary ring. A band with a row of small diamonds. Seven or so, not diamonds that go all the way around the band. I explained this to the sales person that approached me, *******, as I thought this design would look best with my current wedding ring and band. She pulled out several, maybe we looked at 5 bands. We found one that looked good with my current wedding ring and band. I liked the way the three looked together. Then she said, you know the diamonds look cloudy. She was exactly right, I had not paid attention to that yet, as I was looking for a shape/design to match my rings. I said youre right! Do you think cleaning it will help? She cleaned the band and cleaned my rings. Brought them all back and they looked fabulous, beautiful. I was very excited! I paid for the band and we set it up to go for sizing. It would take a week before Id get it back. A week later (December 28th and 29th) I went in to pick it up. ******* was not there that day. When they handed me the band the diamonds were SO cloudy. I said.. thats weird the diamonds on this band were cloudy when we first looked at it then ******* cleaned it and it looked great. Can you clean it please? They cleaned it and it still looked awful, so cloudy. I said that is not the ring I bought. I would never buy a ring with diamonds that look like that! I did not take it, I did not sign anything. I said Ill come back tomorrow when ******* is here. I went back the next day and as I approached ******* was looking for another band for me. I said what happened the ring I bought was beautiful. Why is it so cloudy. She did not answer. The only comparable ring they (******* and her manager) could find me was several hundred dollars more. They would only exchange the band, no other offers to fix the situation. Again I refused to take the ring or buy a more expensive one, which was the only option they offered me. Id like my $643.48 back.

  Business response

  01/10/2024

  We apologize for the inconvenience. Refund has been issued on 1/9/2024.
  Thank you.
  
  

• Initial Complaint

  12/04/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I am not liable for this debt with ************************. I do not have a contract with ************************. They did not provide me with the original contract as requested.

  Business response

  12/07/2023

  *********************** opened the account with Kevin Jewelers in-house finance, ************* on 03/02/2018. Made two payments and then defaulted on her payments. ************* Charged Off the account on 10/26/2018 after 4 months of non payment. The account was outsourced to **** on 11/13/2018 and has been assigned to them ever since. This customer has never requested documentation for validation of the debt through ****. *********************** can reach out to **** phone number ************.  Thank you. 
  
  

• Initial Complaint

  11/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The business refused to refund me five minutes after I made the purchase. They threatened me and spoke to me disparagingly

  Business response

  12/07/2023

  ************** was aware that the item he purchased was Final Sale. ***** spent time respectfully explaining that his purchase was final and it also stated on the receipt that he signed.  ************** became disrespectful and called ***** all kinds of derogatory remarks. ************** was escorted by mall security. No refund will be issued.  Thank you.
  
  

• Initial Complaint

  08/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Purchased wedding bands with warranty I took my ring to be cleaned every three months like warranty stated. My Diamond fell out now customer service wants me to pay even though it should be free Once i argued with them they stop returning my emails. The business wont even answer my emails about where my rings are at this point The location that we sent them to is Lakewood I couldnt choose that option

  Business response

  08/21/2023

  
  The warranty as mentioned by the personnel at the store is no longer active. This was a service we were offering for free, but had no signed obligation for continuance if the paperwork was not signed every 3 months. It could be canceled at any time, without any responsibility from Kevin Jewelers.
  
  

  Customer response

  08/25/2023

   
  Complaint: 20414671
  
  I am rejecting this response because:
  I got my paperwork signed every three months other then during Covid 

  this is complete BS 

  im including paperwork in pictures for prof 
  Sincerely,
  
  *************************

• Initial Complaint

  07/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a ******* dollar ring for my wife on 8/3/2021, purchased the lifetime protection plan for ****** and was told anything goes wrong bring it back to kevins jewelers, we took it for cleaning in June and noticed a week later a diamond chip was missing out of the band, we took it back to kevins in ********* and was handed a slip that said they no longer took care of service contracts that we needed to contact Centricity and set up with them. We told the girl in the office we bought a contract through them and this is wrong, she just said" ok have a good day". Just tried to file a claim on line with centricity and its a long process and in the end it looks like they will want me to mail my ring,I dont think so. Not sure what will come of this and its just all so frustrating. If you purchase a contract and are told this ($******) lifetime contract will cover everything just bring it in, it should then be that simple. This is wrong on so many levels and will never do business with Kevins again.

  Business response

  07/31/2023

  Centricity changed their policy and wants customer repairs sent directly to Centricity. Centricity no longer accepts repairs sent by Kevin Jewelers. Legally, we cannot take the repair from the consumer  since its under Centricitys policy. We apologize for the inconvenience.
  
  

  Customer response

  08/02/2023

   
  Complaint: 20367739
  
  I am rejecting this response because: I have called Centricity twice now with nobody knowing what to due they just give you the run around. I bought the warranty thru Kevin Jewelers so they are responsible to fixing the ring. Or give me the money that i spent on the ring and they can have the ring back . Or i will proceed a different way if i need to.
  
  Sincerely,
  
  ***********************

  Business response

  08/16/2023

  Unfortunately, we can no longer repair on behalf of Centricity. We are not an authorized repair company for Centricity anymore. Centricitys email address is *************************************************
  Please put your customer name and contract number on the subject when you email Centricity. Centricity will provide the guideline of how to send the repair to them. Again, we apologize for the inconvenience but this is the policy that we have to follow.
  
  

• Initial Complaint

  04/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to ************* and bought a charm. I bought it 4/25/23. I was told this tri color Virgin **** charm was solid. I was assure and reassured it was a solid piece. Come to find out it is hollow through the inside. I tried returning it. I called in advance to ask if its possible and I was told it is. I explained the situation to the manager in *************** and she told me there is no returns. I was sold a lie. I expected a solid 14k charm and I got something hollow. I found out when I got home and showed it to my dad. I understand theres a no return policy but I was not informed it hallow. Like I said I was told it was a solid piece and it needs to be returned.

  Customer response

  04/28/2023

  I bought a Virgin **** charm thinking it was solid gold piece because thats what I was told. Kevins jewelers told me it was a solid gold charm. They also told me I had 7 days to return or exchange. I was told by ************* employees and **************** employees that I can return if I wish to do so. Now that I went in to Return the item I was told no returns were allowed. I was lied and tricked into buying a hollow 14k charm. I realized it was hollow when I got home. Now they wont allow me a refund. 

  Business response

  05/15/2023

  ***************************** did an even exchange at the ************ location and left happy. Thank you for reaching out.
  
  

  Customer response

  05/15/2023

   
  Complaint: 19993116
  
  I am rejecting this response because: I did not want to to take the item. Another option was not offered to me. I would have accepted a different financing option but that was not allowed neither. I had also reached out to customer service to ********************* and they have all been rejecting my emails and phone call. I want my money back. 
  
  Sincerely,
  
  *************************

  Business response

  05/22/2023

  Kevin Jewelers is not rejecting ********************** request. Per our policy written next to ********************** signature on every sales receipt, our policy states: 

  
  No refunds. Exchanges within 7 days (for equal or greater value) with receipt. Special orders, repairs and watch sales are final.
  
  
  We offer different financing options depending on the clients credit ratings.
  We will gladly exchange her item again even though it is well past the 7-day exchange period. ******************** can contact our store. Thank you. 
  

  
  

• Initial Complaint

  04/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Good evening, My name is ***************************** and my fianc ***************************** purchased our engagement ring with sales associate ******** on 07/22/2021 at Kevin Jewelers located at **********************************************************. With the ring purchase my fianc also purchased the lifetime warranty that was offered to him through Centricity for $199.99. On 03/25/2023 we went to the same Kevin Jewelers location to get the ring resized from a size 7 to **** due to weight loss and was told by sales associate Ping that they could not resize my ring through Kevin Jewelers anymore because they were undergoing a lawsuit with Centricity due to them cancelling their contract. Sales associate **** proceeded to say that the lawsuit was very much new and that she did not have any information to provide me besides handing me a brochure with an email. I then told **** that if the resize consisted of mailing in my ring I would not feel comfortable doing so because they dont have an office locally. **** assured me that if I experienced any issues with that she would credit the $199.99 towards their warranty which is $350.00 and I would just have to pay the difference. I left home that evening and emailed Centricity and was advised I needed to mail in my ring. I contacted **** the following day which was 03/26/2023 and advised her what the next steps were and she told me she would take care of me and to bring in the ring and that she would give me the credit of $199.99. On 03/31/2023 I took the ring in and **** lied infront of her store manager ************************* saying she never said that and that they could do absolutely nothing for me. Store manager ************************* rudely told me that a lot of customers are currently experiencing this and that they have no solution. ***** and **** both offered to buy my ring back and give me the $199.99 back but they could not give me the credit. All I want is the credit of $199.99 to go towards Kevin Jewelers warranty.

  Business response

  04/20/2023

  We apologize for the inconvenience and misunderstanding but there are no lawsuits between two parties. Centricity changed their policy and would like to service their own contract.
  Centricitys policy is to send out the item to them in order to give service to the item.
  
  However, our District Manager, *********, is communicating with ****************** and his wife. ********* gave them options in order to resolve this matter. Both ****************** and wife are happy.
  
  

• Initial Complaint

  02/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to make a complaint about a jewelry store that sold me a manufactured diamond without disclosing that it was not a natural diamond. I feel that this was a deceptive practice and I am very disappointed in the store for not being honest about the product they were selling. I would like a full refund for the purchase and an apology for the lack of disclosure. They took advantage of me in my moment of weakness. I disclosed to them that I was buying a ring for my terminal ill brother to marry his girlfriend and they took complete advantage of me!

  Business response

  03/23/2023

  Kevin Jewelers would like to apologize for the misunderstanding. The description of the purchase is clearly written on the receipt that was signed. Our associates informed our client that the diamond was lab grown. And to make the customer happy, we gladly exchanged the item for another ring. Customer was satisfied and happy with the new ring. Thank you.
  
  

• Initial Complaint

  12/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I went to kevin and they sold me a fake ring.. The ring fell apart in 3 days.. the diamand fell out and the gold turned black.. I returned the ring but they only offered ***** credit..I noticed all the rings she showed me was 2x as much which i could afford. They are destroying my credit and I dont have no jewelry from their store. I tried calling but they just say" oh well its on your credit now" I need help.. I should not be forced to buy fake crapy jewelry and you cant make me take store credit because your ring was defected.

  Business response

  01/17/2023

  Per our policy written next to ******************** signature on every sales receipt our policy states:
  No refunds. Exchanges within 7 days (for equal or greater value) with receipt. Special orders, repairs and watch sales are final.
  *********************************** was not happy with her purchase on 4/29/22 so we exchanged her item on 5/7/2022 for another item, though it was well past the 7-day exchange period we offer our customers. She then again communicated to us that she still wasn't satisfied and we did another exchange again on 6/29/2022, once again making an exception to our policy to try and satisfy this customer. At this point we have made multiple exceptions and concessions in an attempt to make her happy.
  Her merchandise is ready for pick up since she requested ****** and she refuses to pick up her order. Kevin Jewelers is not responsible for making payments for her as she utilized financing for her purchases and owes payments. She did previously take the merchandise and she is responsible for making her payments. Thank you.
  
  
  

  Customer response

  01/20/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  You did not include your jewelry was fake, said made in *****, turn black, and the diamond fell out within a week. You can not sell defective jewelry and say no refunds. your store has had the ring for a year and I will not be forced to pay for jewelry of poor quality and fake that change colors and say *****. This is fraud to sale me fake jewerly.I refuse to pay for made in ***** jewerly abd your store should not have tried to scam me.

  Business response

  02/02/2023

  Kevin Jewelers did not sell fake jewelry to **************** nor defective merchandise.
  Some people will still experience discoloration with even the purest of gold jewelry, while others will not. This is due to other environmental, chemical and biological factors.
  The abrasive particles often found in cleaning chemicals and even make-up that can cause the metals to break down more rapidly and expose the base metals or generate fine dust, which would show up as a blackening of the jewelry and/or skin.
  Like mentioned previously, **************** is responsible for making her payments to the finance company. We made multiple exceptions to satisfy her. Her merchandise is ready for pick up since she requested ****** and she refuses to pick up her order. No refund will be issued.
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩