Complaints
This profile includes complaints for Signet Jewelers's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,131 total complaints in the last 3 years.
- 299 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. 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.
Initial Complaint
Date:08/04/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 06/25/25 I went the Zales website and purchased a new bridal set for my wife, two days later the same ring went on sale on the Zales site, so I contacted Zales via online chat and spoke to a ******** ******. I inquired about how to go about the price match and she explained no cancelation was required for price match, that she would escalate to have the price matched. I accepted and brought to her attention that the price for the protection plan had also been reduced due to the new price of the ring and provided the same screenshots showing the new price. She again said it wouldn't be a problem but I had to wait until I received the ring to purchase the protection plan. I again spoke to ******** on 07/14/25 during that call I went ahead and purchased the protection plan at the cost of $499.99 with the expectation that the protection plan was going to also be priced matched at $369.99. I waited a few days only for ******** to send me an email telling me, I had to go into a Zales store to return the protection plan then repurchase the protection plan under the price match. At the store the sales clerk stated the ring isn't available any longer online so a price match isn't able to be done. I send ******** an email with my outcome only for her to apologize and state the store should have called customer service for assistance and ask if I could go back to the Zales store which is highly inconvenient as I don't live near any Zales store.
Business Response
Date: 08/06/2025
August 6, 2025
********* *******
** *****
Re: Case # ********
Dear ********* *******,
We appreciate the opportunity to
respond to your concerns regarding the price adjustment for your warranty. I am
very sorry to hear of your dissatisfaction.
I researched your concerns and see the store
did contact our Customer Connection Center. It is unclear why they were unable
to process the adjustment, but your case was then forwarded to our e-commerce
team.
The online purchase of the warranty is a
different type of order and we are unable to process an adjustment in the same
manner as we did your online order. For this reason, on July 18, 2025 the
e-commerce department requested a manual check in the amount of $130.00 to be
mailed to you.
It can take up to 3 weeks for the check to
complete the processing stages before mailing. I checked the status of your
refund and found your check has been processed and should be mailed on Friday
August 8, 2025.
Please be advised, checks are sent via regular
USPS mail. They are sent in a non-descript envelope; the company name will not
appear on the envelope. This is done for security purposes.
I am very sorry if this was not properly
explained to you.
If you do not receive your check in the mail by
August 18, 2025, please send me an email. I can be reached at: ***********************************.
Please include reference number ******** on the
subject line of your email.
I apologize for your dissatisfaction and the inconvenience
this has caused.
Sincerely,
***** *******
Specialist, Customer Connection CenterCustomer Answer
Date: 08/12/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.Initial Complaint
Date:08/04/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have made a purchase online on the zales outlet website. Even though ups says delivered, I did not receive my package. I reached out to zales outlet and have been going back and fourth for them asking for a refund, which they have not provided. They keep telling me to contact UPS to open a case and discuss it with them. I do not understand how this is my responsibility when I have ordered directly from Zales outlet, the package says delivered, and I have no received it. They have been not been cooperative and I have not received a refund for my item and had to place another order with them. Even though I had to place another order and told them that I did, they still did not provide a refund. I told them I would be reaching out to the BBB after 24 hours if I did not receive a refund, and they still keep spinning this around on UPS, where they can open a case and figure out information. It is not my responsibility as the customer to ensure delivery but it is up to the business to ensure I get a product. Especially since I have stated that no matter what UPS states, I still did not receive a product. They keep stating that UPS called me, which never happened. They are taking no responsibility. Now, I just want a refund. I no longer want any product from this company, just my money back.Business Response
Date: 08/08/2025
August 8, 2025
****** ******* ***** ********* ***** ********* ** *****
*** **** * ********
**** ****** *******
We appreciate the opportunity to
respond to your concerns regarding your online order. I am sorry to hear of
your dissatisfaction.
I researched your concerns and see you contacted us via
Live Chat on July 12, 2025. The Chat agent viewed your order and forwarded your
information to our e-commerce team. UPS claimed proof of purchase with the
photo. You disputed the photo with us on July 16, as it was very blurry. Our
e-commerce team contacted UPS and was able to have an investigation opened on
your behalf.
In the email you received from the e-commerce agent, it was
explained that you would be contacted by UPS and that UPS would not be able to
complete the investigation until they were able to reach you.
UPS attempted to reach you several times with no success,
which resulted in the closure of your case. You were notified of this
development. You included the agent’s response to you with the full explanation
to the BBB with your complaint. I am including these attachments for reference.
In order for UPS to move forward with
their investigation, you will need to contact UPS to re-open your case. You can
reach UPS directly at ***************
We are unable to provide you any type
of resolution until UPS completes their investigation.
I apologize for your experience and
the inconvenience this has caused.
Sincerely,
***** *******
Specialist, Customer Connection CenterCustomer Answer
Date: 08/11/2025
I am rejecting this response because no one from UPS has contacted me, regardless of what Zales Outlet has stated and they are the responsible party for ensuring I receive my items purchased by this company.Initial Complaint
Date:07/16/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I enter the store to look around. I decided to purchase to items I was told i was only approve for *****. So I left the store because I could get the item I wanted. I was still in the area the salesclerk call and with the manage and said she could rewrite it a different way to make me be approve for ***** thousand, I came back and purchase the items 5/20/2025. I also purchase extra protection plan. On 7/10 I had return the necklace for repair because it was detaching apart seven weeks later. Then they call and said the necklace couldn't be fix, And that I had to pick sometime else. Well it was brought to last. I was not told I couldn't wear it everyday. I don't want to pick something else when I only had it for seven weeks . I should not be responsible for default jewelry that can't be fix. And I only had it for seven weeks and I paid close to fifth-hundred be finance. I brought three pieces of jewelry. A ring, a bracelet and necklace. It's not in my protection plan that if it can't be fix I have to trade it out for something else . Please help with this consumer dilemmaBusiness Response
Date: 07/29/2025
July 29,2025
******* ******
Berea OH 44017
RE: BBB Case 23612030
Dear *******,
We appreciate the opportunity to respond to your concerns regarding your necklace and the disappointing service you received from our company. We apologize for your dissatisfaction in this matter. We have forwarded your service concerns to the district manager responsible for the Parma store to address with the team members involved. We welcome your feedback about your experience and will work to improve how these types of issues are handled in the future.
We would like to clarify that in your protection plan details it states that if your necklace is unable to be repaired, we will replace it with the same item if available or a credit toward merchandise equivalent in value to the necklaces purchase price. According to our jewelers, multiple pieces of the chain were missing and could not be replaced. For the reasons above and due to the length of time the necklace was in your possession is beyond our return period, we cannot honor your request for a refund. We encourage you to visit the ***** store location for assistance with this warranty replacement.
We apologize for the inconvenience you experienced in this matter and hope you will allow us to provide you with the service you deserve in the future.
Sincerely,
***** *****
Customer Connection Center
cc: **********************Initial Complaint
Date:07/16/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Needed a diamond engagement ring resized that we took in on June 16th 2025. The repair was supposed to be completed July 11th. They told us they resized it to the wrong size and need to send it back out. It is now July 16th 2025 and the company has no information or answer on where the diamond ring is. We were guaranteed it would be here way before our engagement pictures that are booked for July 17th 2025. After talking with managers and several representatives the company has no answer to when I will get my $7000 ring back that was originally purchased through them. I am not sure what else we can do because we have not had any useful assistance on this matter.Business Response
Date: 07/28/2025
July 28, 2025
****** *******
*** ******* *****
************* ** *****
*** **** * ********
**** ****** ********
We appreciate the opportunity to respond to your concerns regarding your
ring sizing.
I am very sorry to hear of your experience. Our
goal is to exceed our customers' expectations, and I appreciate the opportunity
to respond when there is a concern.
I researched your concerns and found the district manager was notified of
your situation. It is my understanding that the district manager called you
directly to discuss your concerns and provided you a gift card in the amount of
$500.00.
Our records indicate your ring was returned to the store on July 17, 2025
and you were able to pick up your ring the same day.
I apologize for your experience and the inconvenience this has caused.
Sincerely,
***** *******
Specialist, Customer Connection CenterInitial Complaint
Date:07/15/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I lost a diamond in my wedding band and I sent it out to be fixed and they told me that my warranty was expired. I told that that was impossible because I was religious about getting my inspections and cleanings done every six months like Im supposed to with a reminder in my phone and also depending on their customer emails telling me its due. Theyre telling me that I missed it by two months and that I will have to pay for the diamond to be fixed. Apparently, when you send a piece of jewelry out through them to be worked on it resets your inspection and cleaning date so mine was off by two months without any kind of communication from the store this was the case. I have since called customer care four times asked to be speak to a manager and be told that I must wait for the estimate to comeback and that the store will be willing to work with me on getting me up to 50% off to pay for the piece. I do not believe I am responsible in the sense that it is my responsibility to pay for the diamond to be replaced when they never told me that the inspection and cleaning date had been changed. They also stated that I shouldve been handed a piece of paper or email every time that an inspection was done on my ring and I have never once received an email stating that the inspection was done and they cannot tell me what the email was that was on file because it was changed two days ago when I spoke to someone on customer care. I have been treated poorly at three different in person stores and now by three people on the phone as well. I refuse to stop until I getsomebody in corporate to work with me on getting my diamond covered. I have had to send my ring out four times in four years since being married for losing a diamond in the band multiple times The first time I sent it out because I lost a diamond they sent it back missing a diamond that wasnt even the one that missing in the first place. The lack of poor customer service and ********************** quality speak for their company.Customer Answer
Date: 07/15/2025
I wrote this 4 years ago when our terrible experience started with this company and it has just gone down hill since.
******** ***** is the biggest piece of work ever. My fianc I went in to purchase our wedding bands 2.5 weeks ago. A young associate came over to help us and she was very nice. But ******** sweeps in and takes over the sale. My fianc picked his ring and then we decided to buy 2 bands for mine and make a wrap. She was ringing up the purchase and told me my rings would need to be sent out multiple times because they were on sale, theyd need to be resized, then sent out again to be joined together to make the wrap before I could take them home. I asked MULTIPLE times if the warranties were on the order for the rings. She kept assuring me yes yes theyre on here. $64 for a LIFETIME warranty. So we were called to be told the rings were in. My fianc had to work so I went in to see if I could just give the okay to have my rings sized and soldered together. So Im talking again with a very nice associate and it turns out ******** NEVER put the warranties on my rings. The assistant store ******* comes over and helps us out. She says she can put the rings through to be worked on but wed need to purchase the warranty before they came back or wed be charged for it. I couldnt shell out $275 right then and there for the warranty so I said it would have to wait. The **** ******* assured me that once the warranties were there they could do all the work at once and then Id have my rings to take home. The asst ******* even went as far as to call corporate and see if it had gone through on their end and that the store just couldnt see it. She came back to tell me that the only one purchased was the 3 YEAR warranty for my fiancs ring. I said woooaahhh what are you talking about. ******** had told us that it was a one time resize or break replacement for life. My fianc was under that exact same impression as me. I started to get upset again and I apologized to the associate and the asst ******* telling them I know it wasnt their fault, I had just been through the ringer with ******** already. They offered to let me take his ring home that day but I said I better wait so he can try it on. Fast forward two weeks as my fianc was on a 13 day stretch and we went back. The very nice associate who helped me when I learned of the lack of a warranty was there again today. She put the paperwork through so we could bring his ring home today. Then she went to do the warranty and we werent happy it wasnt there the first time but we let it go so we could move forward. The associate was very sweet and helpful and as shes doing the work ******** is sitting in the back with her shoes off playing with her feet on the phone with her mask down and kept looking sideways at us. The associate has to ask her a question and she came back and told us that everything could be done now that the warranty was purchased but to have the rings soldered together it would cost extra and she couldnt tell us a price or an estimate because it all depends on how much metal they used or do so. This was the final tipping point. My fianc and I got very upset because AGAIN we were told this would be covered and its not. So she asked how we wanted to proceed and I said well clearly I want them sent out so I can have them. She put the work order through and then I asked if I could give my phone number so she could call me when they were ready. She wrote it on the wrong receipt, no biggie but she went to write my number down on a paper towel and I asked if she would kindly not do so because I didnt just want the towel thrown away. She mutters under her breath I would have shredded it but how was I to know that. So she wrote it on her paperwork and I said thank you and got nothing but a glare and cold shoulder from the girl who had been so nice and helpful. Im so disgusted with this store theyll never get business out of myself or my fianc again. And while I know it doesnt matter because theyll obviously carry on as they do, I just need people to know how rude they are.
Business Response
Date: 07/29/2025
July 29, 2025
***** *****
******************************************************
RE: BBB Case 23604551
Dear *****,
We appreciate the opportunity to respond to your concerns regarding your wedding ring and the disappointing service you received from our company. We apologize for your dissatisfaction with this matter. We have forwarded your service concerns to the district manager responsible for the Mechanicsburg store to address with the team members involved. We welcome your feedback about your experience and will work to improve how these types of issues are handled in the future.
According to our records, your last completed inspection was on November 29, 2024. We would like to clarify that the six-month inspections needed to keep your complementary Diamond Guarantee in good standing does not reset with repair work. You can continue with the inspections schedule provided in your guarantee brochure.However, the repair work includes a quality assurance check which can count as a documented inspection.
Our store manager, *****, offered to replace your missing diamond for $15.00 which you agreed to on July 18th. Your ring is currently in transit to the store, and you will be notified when it can be picked up. Your diamond guarantee will be reinstated once the repair charge is paid.
We apologize for the inconvenience you experienced in this matter and hope you will allow us to provide you with the service you deserve in the future.
Sincerely,
***** *****
Customer Connection Center
cc: **********************Customer Answer
Date: 07/30/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.Initial Complaint
Date:07/10/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I attempted to use Kay’s trade-in program for a diamond ring. My trade-in ring is valued at $4,499.99 MSRP. The ring I want has an MSRP of $11,499.99, clearly satisfying their policy:
“The purchase price … must be double the trade-in value or more.” (Kay’s website)
However, store reps refused the trade-in, insisting the ring’s current sale price ($4,599.99) must meet the double requirement. This is conflicting and misleading, because nothing in their policy uses “sale price” or “final purchase price.” Kay admitted there is no written policy supporting their interpretation.
This situation is deceptive and unfairly applied.Business Response
Date: 07/18/2025
July 17, 2025
******* *****
**** ******** **
********* ** *****
*** *** **** ********
Dear ********
We appreciate the opportunity to respond to your concerns regarding our
trade-in program and the disappointing service you received from our company. We
apologize for your dissatisfaction in this matter. We welcome your feedback
about your experience and will work to improve how these types of issues are
handled in the future.
We regret if the term “purchase price” in
our trade-in policy is not clear. Our company uses the term purchase price for
the price for which an item is sold. A sale price, clearance price, or regular
price are all examples of what a purchase price could be. Although the SKU
number for the ring was not provided, the discount amount seems to indicate
that the ring is on clearance. Our trade-in policy allows you to select more
than one diamond item to use your
trade-in value towards.
We apologize for the inconvenience you
experienced in this matter and hope you will allow us to provide you with the
service you deserve in the future.
Sincerely,
***** *****
Customer Connection Center
cc: Better Business BureauInitial Complaint
Date:07/08/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
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usiness Response
Date: 07/10/2025
July 10, 2025
******* ********
**** ******** **** ***
************ ** *****
*** *** **** ********
**** ********
We appreciate the opportunity to respond to your concerns regarding your bridal
set purchase and the disappointing service you received from our company. We
apologize for your dissatisfaction with this matter. We have forwarded your
service concerns to the district manager responsible for the Orange Park store to
address the team members involved. We welcome your feedback about your
experience and will work to improve how these types of issues are handled in
the future.
According to our records, you did not
purchase an Extended Service Agreement (ESA) with your November 21, 2024
purchase. We have attached a printout of your receipt for your records. The
original receipt was provided to you at the time of purchase and is not able to
be regenerated. We are unable to verify your communication regarding the ESA
during that day. Additionally, our system does not have an option to show
decline if the ESA is refused. Our store team members are trained to provide
the advantages of the ESA during their sales presentation because free repair
work for the lifetime of the jewelry that we sell is an advantage for
purchasing with our company.
We have covered repair work for you that
normally would be covered under the ESA as a customer service. However, we are
no longer able to continue doing so. If you would like to purchase the ESA to
cover future repairs, you have up to one year from November 21, 2024 to do so. Please
stop by one of our stores with your receipt when you are ready to purchase it.
We apologize for the inconvenience you
experienced in this matter and hope you will allow us to provide you with the
service you deserve in the future.
Sincerely,
***** *****
Customer Connection Center
cc: Better Business BureauCustomer Answer
Date: 07/19/2025
On November 21st when I purchased the ring the clerk neglected to tell us about the warranty. I didn't learn about warranty until June 19th when. I took the ring back for normal routine inspection and found out we needed it. I asked for proof and all i keep hearing it is not showing anywhere yet it is all their devices they used. So they are saying they only keep records for people that purchase warranty!. THE CLERK DID NOT OFFER NOR TALKED ABOUT WARRANTY THE DAY OF THE TRANSACTION.
Initial Complaint
Date:07/08/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
The company signed me up for a credit card without telling me so. Nothing was mentioned at all about this. Something needs to change.Business Response
Date: 07/18/2025
July 18, 2025
***** ******
**************
********************************
RE: BBB Case 23570147
Dear *****,
We appreciate the opportunity to respond to your concerns regarding the credit account under your name and the disappointing service you received from our company. We apologize for your dissatisfaction in this matter. We have forwarded your service concerns to the district manager responsible for the Monroeville store to address with the team members involved. We welcome your feedback about your experience and will work to improve how these types of issues are handled in the future.
It is our companys policy to clearly communicate to our customers that they are applying for a credit account and what that entails. The store assistant manager Liliah was present during the credit presentation and stated that it was explained that the request for your social security information and drivers license was to apply for financing. We understand that you decided not to make a purchase the same day you were in our store and called the store a couple days later to have the credit account closed. We regret that we were not able to fulfill your jewelry needs.
We apologize for the inconvenience you experienced in this matter and hope you will allow us to provide you with the service you deserve in the future.
Sincerely,
***** *****
Customer Connection Center
cc: **********************Initial Complaint
Date:07/08/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My fiancé purchased me an engagement ring in December. I went yesterday Monday July 7 to get my ring sized and go for a cleaning as it is paid for in our warranty plan to find out we were charged/rang up for the incorrect ring! The person that sold this ring documented a more expensive ring and we had to drive over an hour away to go to the location he purchased it at. They did nothing for me only took the ring to get sized. We are owed money as we have been making payments every month. I want my money back including the taxes paid out and all the interest the additional money could have been making at my bank. The issue is still not resolved they stated they have to work things out in their record keeping because around the same time we got the ring that ring was missing from their inventory. They stated they have to essentially process it as a refund and we have to “repurchase” it but then that restarts our loan because then it hits against our credit!Business Response
Date: 07/15/2025
July 15, 2025
****** ******
********** ** *****
*** *** **** ********
**** *******
We appreciate the opportunity to respond to your concerns regarding your engagement
ring and the disappointing service you received from our company. We understand
the importance of your special ring and the distress this has caused you. We
have forwarded your service concerns to the district manager responsible for
the South Hills store to address with the team members involved. We welcome
your feedback about your experience and will work to improve how these types of
issues are handled in the future.
We would like to clarify that because the
purchase and credit account are not in your name, we are limited on the
information we can provide to you. Once the sale for the correct item number
ring is completed, the account payments already made on the account are
credited toward the balance of the new ring. Additionally, the ring is selling
for less than it was in December which will decrease the cost of your Extended
Service Agreement. While we do not anticipate that this transaction will affect
the account holder’s credit, he can call ************ for the account service
provider, Comenity Bank, with any questions he may have.
We apologize for the inconvenience you
experienced in this matter and hope you will allow us to provide you with the
service you deserve in the future.
Sincerely,
***** *****
Customer Connection Center
cc: Better Business BureauCustomer Answer
Date: 07/16/2025
I am rejecting this response because:
Now Ryan’s loan is restarting whereas he would have been pretty much half way through it. We have to drive over an hour one way to go back to the location it was purchased at, not only once but twice with a new baby. When we first came there, nothing was done all they did was take my ring so that they can get it sized. The account was not credited yet and I was told by a different location that that could’ve been done right then and there. It is very inconvenient because of your guys’s mistake. My mom is a veteran and we want the discount applied as well since Ryan is restarting everything she can come in and provide her ID as well.Business Response
Date: 07/18/2025
July 18, 2025
****** ******
********** ** *****
*** *** **** ********
**** *******
We appreciate the opportunity to respond to your further concerns regarding
your engagement ring and the disappointing service you received from our
company.
We apologize
for your continuing dissatisfaction with this matter. We would like to clarify
that this is a credit account purchase and not a loan. Because the matter
required investigation, the credit was not processed when you dropped off the
ring for sizing. Since the ring was financed on a credit account, the account
holder will need to sign the receipts when the ring is picked up from being sized
in order for the credit to be processed.
As stated
previously, the ring will be discounted more than it was originally in December
2024. With this discount and the payments that were already made transferred to
the corrected item number, the purchase will be paid off at a percentage at
least equal if not more than the incorrect item number was. If the account
holder has any questions regarding his account, he can contact Comenity Bank
once the credit is processed for assistance.
Sincerely,
***** *****
Customer Connection Center
cc: Better Business BureauCustomer Answer
Date: 07/22/2025
I am rejecting this response because:
I have full authority on the account as well. I had to drag my handicap mother and my new born baby out of the door to drive over an hour one way again. The ring wasn’t on a better discount than when we purchased it it was the same I looked up the comparison. Nothing has been done to make up for this mistake. I have been the one at a loss here.Initial Complaint
Date:07/07/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I placed a order on February 5th that was expected to be done by April 29th. I was getting a ring made with my own diamond. The store called me to inform me that I needed to change my type of diamond or pay more money. I modified what I wanted to prevent paying more. I was originally quoted $3327. I was constantly calling for updates up to today. On June 3, I called to check in and they told me they made a mistake and that they misquoted me and that I needed to pay an additional $5000. Instead of the ring costing me $3327 it is now $9669. I called customer service on June 3rd to see if they can help, on June 23rd I was told that my case was just assigned to a agent from June 3rd which I was told it takes that long. What is confusing to me if if you told me on June 3rd I needed to pay an additional $5000 how are you telling me you are giving me a 20% discount a month later but I still have to pay and additional $5000 when I thought my balance was only $727. I had a whole event planned for July 4th that couldn't happen. They store says pay the additional $5000 or they will give me back my diamond and money for the diamond I dropped off.Business Response
Date: 07/18/2025
July 18, 2025
******* ********
***********************************
****************
RE: BBB Case 23567025
Dear *******,
We appreciate the opportunity to respond to your concerns regarding your custom diamond ring and the disappointing service you received from our company. We apologize for your dissatisfaction in this matter. We have forwarded your service concerns to the district manager responsible for the ********* store to address with the team members involved. We welcome your feedback about your experience and will work to improve how these types of issues are handled in the future.
According to our records, you contacted us on July 15, 2025 requesting to continue with the custom at the new quoted price. Your case specialist has been informed and will reach out to you soon.
We apologize for the inconvenience you experienced in this matter and hope you will allow us to provide you with the service you deserve in the future.
Sincerely,
***** *****
Customer Connection Center
cc: **********************
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