KAY Jewelers — Local services in Fruit Cove

Warranty Claim Concern for Necklace Purchased Online on 11/09/2023

Dear Kay jewelry's Customer Service,

I am writing to express my disappointment and concern regarding the handling of a warranty claim for a necklace purchased online from Kay Jewelers on 11/09/2023, for which I purchased an additional warranty on 09/21/2024.

The necklace was submitted for repair on 09/21/2024, and I was informed that it would be ready for pick-up on 09/30/2024 at your Orange Park Mall location in Orange Park, FL. However, when I arrived to pick up the necklace, I was informed by the associate manager and another staff member that the item could not be repaired. I was also met with skepticism when I explained that the necklace was purchased online from Kay Jeweler's, and it was only after I provided proof of purchase via email that this was acknowledged.

The necklace was worn only once by my daughter, at which point it broke. When it was turned over for repair, it was not tarnished, and the damage was limited to the breakage. According to the warranty terms, which state that if the merchandise is lost or damaged, I am entitled to a replacement item of like or similar value. Despite this, I was informed that the necklace could not be repaired and was not offered a suitable replacement.

I believe this contradicts the terms of the warranty I purchased, and I am seeking clarification as to why the warranty is not being honored. I would appreciate a prompt resolution, either through the repair of the necklace or a replacement of like or similar value, as stated in the warranty terms.

Have submitted a compliant to BBB regarding this issue, my husband is a veteran and he assisted purchasing this necklace for our daughter for her birthday and for her not to be able to wear it once is saddening. Along with the company not caring enough to rectify the problem is despicable. In my opinion shop somewhere your business is appreciated.

Thank you for your attention to this matter. I look forward to your prompt response...

So let me start by saying I absolutely love my ring. This is literally THE RING. but, we went in 2 days ago and was told that the ring that I fell in love with was on sale for $750. We werent expecting to buy a ring so we asked if the sale would still be good for a few days. was told till monday. we came in Sunday to pay for it and a different lady says ok that'll be almost $1300 with 10% off? we told her that we were told it was $750. she proceeds to get the manager and they walked around for like 2 seconds before telling us they cant help us. manager didnt say a word just flat out no and walked away. so we left super upset. we came back a few minutes later and I waited on the manager but she was staring at some guy looking in a case. no acknowledgment, nothing. so we walked around and Devvon asked us if she could help us. I explained what just happened and asked if we could look at similar rings in the price range we were told. so she started making a profile for me which NO ONE ELSE DID. ( I feel like the other people just completely didnt take us seriously based off of looks.) she helped me look around. finally I just came back to the one I loved and asked her questions. this wonderful woman looked for a few minutes and got it down to $799 which NO ONE, not even the manager even took a second to look at which is completely dumbfounding to me. she let us know all our options. we ended up getting the warranty because the ring was a little big and we want to take it to get resized in a few weeks. Devvon was a great help, super nice and punctilious person. As for the manager. Someone who straight up did not care about the customer or even take the time to look into it?! sounds like you need a new manager. I was completely heartbroken when they didnt say a word or anything. just straight disappointing. glad we walked back in and talked to devvon. I'm super in love with my new ring.

after reading reviews. Yall need a new manager. Clearly crap at her job. Sorry, not sorry. That was...

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