Complaints

This profile includes complaints for Signet Jewelers's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Signet Jewelers

  375 Ghent Rd Fairlawn, OH 44333-4601

  
• 

  Kay Jewelers

  790 Arlington Rdg Unit 305 Akron, OH 44312-5863

  
• 

  Kay Jewelers

  1964 E Main St Ste A Ashland, OH 44805-8944

  
• 

  Signet Jewelers

  3265 W Market St Ste 220 Fairlawn, OH 44333-3327

  
• 

  Signet Jewelers

  112 Shawan Rd Unit 10 Hunt Valley, MD 21030-1381

  

The 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:07/15/2025

  Type:Service or Repair Issues
  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:07/08/2025

  Type:Service or Repair Issues
  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.

  ON 11/21/2024 I WENT TO THE KAY JEWELER INSIDE ORANGE PARK MALL AND PURCHASED A BRIDAL SET FOR $5639.99. DURING THE TRANSACTION THE CLERK NEVER MENTIONED ANYTHING ABOUT WARRANTY. HE DID SAY WE CAN BRING IT TO THE STORE FOR MAINTENANCE. ON 12/18/24 ONE OF THE DIAMOND FELL OFF AND I TOOK IT BACK TO THE STORE AND ANOTHER CLERK TOOK THE RING TO SEND IT BACK ( NO MENTION OF WARRANTY EITHER) AND SAID THEY WOULD TAKE CARE OF IT . I THEN ASKED HER WHAT IF IT HAPPENED AGAIN AND SHE SAID I CAN BRING IT BACK EVERY SIX MONTHS FOR CHECKUP TO MAKE SURE. THEN ON 06/19/2025 SIX MONTH LATER I WENT TO THE SAME STORE FOR CHECK UP AND THAT IS WHEN ANOTHER CLERK SAID THEY ONLY CHECK AND CLEAN AT THE SOTRE AND IF DIAMOND ARE LOOSE OR ANY OTHER DAMAGE THAT THEY WILL SEND TO FIX WITH A FEE SINCE I DID NOT PURCHASE THE WARRANTY. I LET HER KNOW NO ONE PRIOR EVER MENTIONNED ANYTHING ABOUT WARRANTY. WHEN I ASKED FOR A MANAGER SHE PROVIDED ME WITH MANAGER'S BUSINESS CARD AND SAID HE WAS AT LUNCH. MANAGER'S NAME IS WAYNE. I WENT HOME CALLED CORPORATE AND WAS ON THE PHONE FOR OVER AN HOUR ASKING THEM TO SHOW PROOF WHERE I DECLINED THE WARRANTY SINCE THEY CLAIMED BECAUSE IT IS NOT SHOWING ON THEIR SYSTEM I MUST HAVE DECLINED IT. THEN THEY SAID SINCE WE SIGN ON THE TAB AND IT WAS NOT CONNECTED WITH THEIR TABLET THAT THEY COULD NOT SEE IT. THE REP ON THE PHONE GOT IN CONTACT WITH THE STORE MANAGER AND THEY SAID THEY WILL PULL UP CAMERA AND CAME BACK TO SAY IT WAS TO FAR BACK THEY WOULD HAVE TO REQUEST IT FROM TECH. A FEW DAYS LATER THEY CALLED BACK (AMBER) STATING THEY WERE SORRY TECH SAID IT WAS TOO FAR BACK. I THEN REQUESTED TO PROVIDE A COPY OF THE ORIGINAL PURCHASE AND THEY SAID THEY WOULD RESEARCH IT AND EMAIL IT TO ME. A FEW DAYS LATER I RECEIVED AN EMAIL WITH HALF OF THE INFORMATION ON THE RECEIPT AND ALSO STATED FORM OF PAYMENT WAS CASH WHEN I USED A CREDIT CARD. ALL I NEED TO SEE IS WHERE I DECLINED THE WARRANTY THAT WAS NOT OFFERED TO ME.

  

  Business 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 Bureau

  Customer 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:Billing Issues
  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:Product Issues
  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 Bureau

  Customer 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 Bureau

  Customer 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:Service or Repair Issues
  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: **********************

• Initial Complaint

  Date:07/03/2025

  Type:Product Issues
  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.

  On June 4, my 76-year-old mother brought a sentimental necklace to Kay Jewelers in St. George, UT for repair. I accompanied her and gave clear instructions that all communication must go through me due to her cognitive decline. I provided my full contact information, and the associate agreed. The repair was quoted at $60.
  
  Weeks passed with no updates. I returned to the store only to be told they'd been calling my mother—the very thing I had asked them not to do. They then said the price had gone up to $120 due to “additional damage.” Wanting to get it back, I authorized the new amount.
  
  Days later, I received another call—now the cost was $179 for more supposed “weaknesses” in the chain. I never authorized this final amount. When my husband went in to resolve the issue, he overheard the employees laughing about how my mother and I never return their calls—mocking the very cognitive challenges I warned them about.
  
  They refused to honor the $120 quote I had agreed to, and my mother was so distraught by the entire ordeal that she sent her husband in to pay the full $179 just to put it behind her. The necklace was finally picked up on July 1—nearly a month later. Apparently, they offered 10% off as a gesture (which isn't even close to enough) so my mother paid $162 and change total.
  
  This behavior was predatory and heartless. Kay Jewelers ignored medical limitations, disrespected clear instructions, and changed the price three times. Their staff mocked a vulnerable senior behind her back. This isn’t just bad service — it borders on elder financial exploitation.
  
  I am requesting a refund of the unauthorized overcharges above the original quoted $60 and an investigation into how this situation was handled. This is absolutely reprehensible and at the very least, unprofessional. I will not respond or communicate with anyone in this store - they have demonstrated their blatant disregard and disrespect of my mother. This must be resolved at a higher level.

  

  Business Response

  Date: 07/15/2025

  July 11, 2025
  
  ******* ******
  **** ********* **
  ********* ** *****
  
  
  *** *** **** ********
  
  
  **** ********
  
  We appreciate the opportunity to respond to your concerns regarding your mother’s
  necklace’s repair 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 St. George 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.
  We learned from the district manager that the
  $120.00 quote was meant as an addition to the original $60.00 quote due to the discovery
  of two additional areas on the necklace that needed repaired. We apologize if
  this was not communicated to you clearly. Because your mother’s husband agreed
  to the price with a 10% discount for the confusion, we are unable to honor your
  request for a refund. However, as a gesture of goodwill, we are mailing a Kay
  Jewelers gift card to your mother with an apology for the service she received.
  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 Bureau

  Customer Answer

  Date: 07/18/2025

   I am rejecting this response because:
  
  
  While I appreciate the offer to send my Mother an undisclosed amount on a gift card (that wasn't mentioned, so I don't know if it's even comparable to what she deserves after this circus), the only reason her husband accepted the 10% off is because the store bullied their way into it by refusing to release the necklace at the original amount of $120, which I expressly stated. We would have paid $120, as I told the manager at the store multiple times, but did not - under any circumstance - agree or give permission to raise the price even further to $179. That is where the issues lies. If the gift card is in the amount of $50 or more to compensate for this, I will let this go. Otherwise, we will continue to speak further and I will use any mediums I have to ensure my Mother receives the difference she is entitled to that she nor I ever agreed upon.

• Initial Complaint

  Date:06/29/2025

  Type:Service or Repair Issues
  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 purchased a preowned diamond engagement ring on 08/31/2022 as a starter ring. I had previous discussions in store about purchasing this ring and decided to purchase it online. I have been told on many occasions that if you purchase diamond jewelry you can trade it in as long as it is purchased from **** directly. Finally after almost 3 years financially I was in a place to trade my ring in. I went into the store today and picked out my dream ring which was double I spent on my original ring. As I was getting ready to seal the deal the agent then told me that after the 1st of the year they no longer offer the trade in of previously owned rings purchased directly from ****. I explained that was the whole reason I purchased the ring from **** because I knew after a few years of saving that I would take them up on their ring trade in program. I am devastated. Now I have a ring that I cant even trade in. This is just bad business practices. I can understand if I purchased the ring after they had changed their policy but I should be grandfathered in since that WAS the policy and the whole purpose of me purchasing the ring from **** to begin with. I understand policys change but I have been a loyal customer for over 20 years and should have been offered a solution. I reached out to customer service and I cant believe there isnt anyway they can make this right. I dont want free money I just want what was promised to me.

  

  Business Response

  Date: 07/08/2025

  July 7, 2025
  
  ***** **********
  ****************************************
  ************************
  
  
  RE: BBB Case 23534592
  
  
  Dear *****,
  
  We appreciate the opportunity to respond to your concerns regarding your diamond ring and the disappointing service you received from our company. We have forwarded your service concern to those who review our corporate policy. We welcome your feedback about your experience and will work to improve how these types of issues are handled in the future.
  We regret that our change in policy regarding trade-ins has inconvenienced you. As our ************************** representative explained to you, we are not able to make any exceptions in this matter. While we are unable to assist you with a trade-in, you can use the diamonds in your ring to make custom designed jewelry with us. Please stop by one of our stores for more information if you are interested in making custom designed jewelry.
  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,
  
  ***** *****
  **************************
  
  cc: **********************

  Customer Answer

  Date: 07/10/2025

   I am rejecting this response because:

  This does not resolve the issue one bit. This is a pass the buck ********* I cant believe someone who has been a loyal customer for over 10 years that is your resolution. This is bad business practices and quite frankly might need reported to the attorney general. An old bait and switch is not what I expect from a company like Kay Jewelers. I purchased this ring with good faith that I was going to be able to trade it in. Using the diamonds for another ring isnt an option because I wanted to upgrade the current size diamond. This is absolutely horrible customer relations.
  
  

  
  

• Initial Complaint

  Date:06/27/2025

  Type:Service or Repair Issues
  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.

  Went in on June 1,2025 to have a necklace repaired not purchased from them. Picked up my necklace on June 10,2025. It felt lighter and looked smaller but I didn’t put it all together until I got home and compared it to the matching bracelet. It’s definitely a completely different chain! Reached out to customer service who said they will have to reach out to the store on tomorrow and follow back up! Waiting on a solution to this issue, but will NEVER use them again or trust them!

  Customer Answer

  Date: 06/27/2025

  So I received a call moments ago telling me that they have reviewed photos and videos and that they returned my necklace I sent for repairs! Lies. I have added a picture of me on the left in my chain, the photo in the middle is my chair when the picture was taken for the repair and the photo on the right is my matching bracelet in comparison to the chain the returned to me! Clearly not my chain! I’m still waiting on Alan to send their photos! 

  Customer Answer

  Date: 06/27/2025

  My necklace I gave to them to repair is the top photo and the photo at the bottom is the necklace they returned to me. They are telling me this is the same necklace. Clearly you can see the size difference. 

  

  Business Response

  Date: 07/15/2025

  July 15, 2025
  
  *** *******
  * *** *** ***
  ******** ** *****
  
  
  *** *** **** *******
  
  
  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
  the disappointing service you received. We have forwarded your service concerns
  to the district managers responsible for the Columbia store and the Design and
  Service Center that worked on your necklace 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 are working
  with a case specialist to replace your necklace as requested.
  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 Bureau

  Customer Answer

  Date: 07/16/2025

  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:06/27/2025

  Type:Service or Repair Issues
  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.

  In 2023, my sister and I purchased a custom ring from Kay Jewelers as a Mother’s Day gift for my mother. The ring had strong sentimental value, but within months, stones fell out. When she returned it, she was told she had to buy a warranty just to get it repaired, even though the issue clearly resulted from poor craftsmanship. She did so, and the ring was repaired.
  Shortly afterward, stones fell out again. This time, she was told the ring could not be repaired, and she was pressured into picking a replacement on the spot. She paid an additional $648 and we were led to believe this was the total cost.
  When it came time to pick up the new ring, we were suddenly told we owed another $700+. After protesting, the charge was dropped to $125, then to $0 — with no explanation at any point. At this stage, we felt completely uncomfortable and asked to return the new ring and get the original ring back as a store employee confirmed they still had it in the back. After the store manager, **** went to the back to look for it twice, he claimed it had been sent to the home office but promised to request it and that it would be back within 30 days and issue a full refund of the $648. But shortly after, the assistant manager (who hadn’t been involved) called us to demand another $80 in taxes and said the manager would only “try” to retrieve the ring. She also said we had signed a contract stating that the new ring was non-refundable. At this point, we feel we have been lied to repeatedly, given the runaround, and treated rudely and dismissively by multiple employees. Every time we seek clarity, the story changes. What was initially presented as a warranty repair turned into an upsell and bait-and-switch, and we are now left without the original ring and out hundreds of dollars. We request the following: A full refund of the $648 paid for the replacement ring, or the return of the original ring (or compensation if it is lost or cannot be returned in the amount we paid -$678)

  

  Business Response

  Date: 07/09/2025

  July 8, 2025
  
  ******** ****
  **** *********** **
  ****** ** *****
  
  
  *** *** **** ********
  
  
  **** *********
  
  We appreciate the opportunity to respond to your concerns regarding your mother’s
  custom ring and the disappointing service you received from our company. We
  apologize for the disappointing service you received. We have forwarded your
  service concerns to the district managers responsible for the Nampa store and
  Design and Service Center that worked on the ring 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.
  Custom designed jewelry is not returnable under
  our company policy. According to our records, you are working with a member of
  management in the Customer Connection Department. She has placed an order for a
  replacement ring matching the original ring as you have agreed upon. Please
  contact her with any questions you 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 Bureau

• Initial Complaint

  Date:06/25/2025

  Type:Product Issues
  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 was contacted by the Kay Jewelers store in Boulder, CO, and told my ring was ready for pickup. When I arrived, the ring was not ready, which caused unnecessary inconvenience and frustration. Later, when I did receive the ring, the staff failed to take any photos or record the serial number, which I understand to be a standard and critical procedure to ensure the security and verification of valuable jewelry.
  
  This lack of basic documentation put me at risk of loss or potential fraud, which is unacceptable for an item of significant value and personal importance. Additionally, the employees appeared inexperienced and unable to properly answer my questions, raising serious concerns about the training and oversight at this location.
  
  This experience caused me significant stress and diminished my confidence in Kay Jewelers’ ability to manage customer orders and valuable items responsibly.
  
  I am requesting formal acknowledgment of this issue, confirmation that my ring’s serial number has been properly documented, and assurance that staff at this location will receive appropriate training to prevent similar problems in the future.

  

  Business Response

  Date: 07/08/2025

  July 7, 2025
  
  ******* ******
  ******* ** *****
  *****************
  
  
  *** *** **** ********
  
  
  **** ********
  
  We appreciate the opportunity to respond to your concerns regarding your engagement
  ring and the disappointing service you received from our company. We have
  forwarded your service concerns with lack of communication and procedural
  handling of repairs to the district manager responsible for the Broomfield
  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 assure you that both
  repairs ******** and ********, have repair pick-up photos attached to our
  system which include your ring’s gem scribed number. We have attached copies
  for your record. If the repair you are referring to is different from the ones
  in June 2025, please let us know so we can investigate further.
  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 Bureau