Faulty Jewelery and Poor Customers Service

(I will try to keep this short and too the point, but words will never be able to express my disgust with this store)To be honest - this is the start date of my problem. To give you a brief overview, my (now) husband bought my VERY NICE wedding set from this location back in 2001-2002. I had an engagement ring, wedding ring, and wrap. Over the 6.5 years of our marriage, I lost a total of 7 stones - on average - 1 a year. Unacceptable! Where was my quality? My husband spent a lot of money for those rings. And, everyone else that I know that bought from other jewelers, has never lost 1 diamond in any of their jewelry! SO, back on 03/22/2008, we went into the store to get my 6 month warranty check. We then were shown a beautiful LEO Diamond set in White Gold. Of course, if you are familiar with Kay's, they have an upgrade policy where you can change in your rings for a new set, however, you have to spend double what you originally invested. Well, my husband and I did that. We decided and thought that if we upgraded the set to a more expensive / Leo set, that I wouldn't have the problem of losing my diamonds anymore. Mind you - I work @ a desk all day so it's not like I am banging my hands around, and I take off the set when I get home. Anyway - 12/05/08 I was at work, looked down @ my hand and noticed that one of the .175 diamonds in my LEO band were missing! I thought - ARE you kidding me???? So, after work - I went to the Annapolis mall location to drop off my ring and get it repaired. I was NOT happy at all to have lost yet ANOTHER diamond! The lady in the store (Salesperson 9731057) showed me that the prong had lifted up completely. Well - nothing I could do. So, I dropped off not only my engagement setting, but my wedding band and anniversary band as well (which has lost one diamond in 6 years). I was advised that my bands would be back by 12/15 and my promise date on the engagement setting was 12/20/08. My bands actually came back on time but when 12/20 came around...no ring. I called and spoke with Wendy @ the store on 12/21 who advised me that the ring was not in yet since they had to send to Ohio to get my "Leo" matched up correctly. She stated that they would definitely have it in on 12/24. Well - It's Christmas and I had to shop so on the 22nd I was at the mall with family. I figured since I was already @ the mall, that I would check to see if it came in by chance - SINCE I was already there. Still - no luck - no ring - no update. I then had out of town family arrive the next day who wanted to visit the mall. I arrived that afternoon with my mother in law and aunt in law. I figured once again - I should just pop in to see if by any chance my ring has arrived since I am here. I walked in and chatted with a rep for one minute who then proceeded to walk over to another counter to speak with her manager (Wendy) about my ring. Wendy had no idea that I was standing there and was on the phone with another customers, but she started bad mouthing me right in front of the store, and her employees stating things like "what is her problem, I told her on Monday it would be here on Wednesday....etc." RIDICULOUS!!!!! What customer service right? Well, I looked right at her and said " I am standing right here and can hear all that you are saying, and that my ring better be back on Wednesday" - Christmas eve - and now 4 days past the promise date. Later that night, I got a call from Kay's and it was the same woman calling to apologize for the "nice" treatment I received earlier that day and assured me that my ring would be in first thing in the morning (Wed / Christmas Eve). Nice of her to call. Well, Christmas eve I arrived at the store - not only NO ring, but they couldn't locate it. Said that planes were delayed and that they had no tracking number. Whatever - my ring was officially missing. I was then told that it wouldn't be in till Friday. Well, Friday, December 26th - still no ring. Then again on Saturday when I checked - still no ring...7 days past promise date and no tracking number. Well, as soon as my husband and I left the store - we got a call stating that my ring finally was in! Holy cow - I couldn't believe it. With all the crap that I had to endure, the miss-treatment in store, the fact that my brand new set lost yet another diamond and I was without my wedding set over the Holiday's, and they were 7-days past my promise date..they gave me a $50 Kay's gift card as a type of compensation? Are you for real? You mean, that I get to spend more money with this company or that they are giving me $50 that I will just give right back to them b/c I was so rudely treated and inconvenienced? I couldn't believe it. What type of compensation or customers service is that? Whatever. They can take their "Every Kiss Begins with Kay's

and shove it. Nightmares begins with Kay's. 9-year customer, 7 diamonds later, and I will NEVER buy anything else from them again. However, b/c of the warranty - I am now stuck with dealing with them on the next time, and I am sure there will be, that my diamond falls out. They just lost my business indefinitely - and, I will be sure to spread the word to everyone that I know, meet on the street, or see in my lifetime what type of service and quality to expect from Kay Jewelers!

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They totally lost my engagement and wedding band set in 2005. I took it in to have it re-sized, they scratched a diamond in the wedding band so they shipped it back out. 2 weeks later they told me they had lost it and would not be getting it back. My now husband had not purchased it through them so, they would not replace it. He ended up buying another ring that I really do NOT like (he does) and paying for the entire thing.

I didn't know until about 2 years ago, that he paid for the new set. I ahte them with a passion and will never be able to ahve the set that meant so much to me.