Kay Jewelers

This store is AWFUL. I recently purchased an engagement ring for my Fiancée on December 11th and had the store change out four of the stones with blue diamonds. This was a $3,500.00 Leo, so it was one of their high end rings. After giving the ring to my fiancée at Christmas, she wore the ring for a little over a week and one of the stones became loose. We brought the ring back to the store on January 3rd to get the loose diamond repaired; we picked up the ring from the repair on January 26th (23 days later). My fiancée wore the ring for less than 24 hours and a different stone fell out. We were able to bring it back to the store on January 30th. Being that this was the second time we had to repair the ring, I was understandably upset. I told the store that if there were any other issues with the ring that I would want my money back. The AGM of the store listened to my concerns and assured me that they would be able to do that. They told me that I could have them send the ring to the same repair shop they sent it to the first time and it would be about two weeks or I could send it to their “home store”, which I guess is their jewelers who actually know what they’re doing, and it would take about 6 weeks. At that time I called corporate customer support and filed a claim. The store manager called me and told me and told me she was going to expedite the repair. The second repair was done on February 9th. After picking up the ring from the second repair we noticed two of the prongs were visibly larger than they were originally and off centered, the ring was no longer symmetrical and did not have the same beauty as it did when I purchased it. The quality of the work was not only poor to my eye, but we had two independent jewelers look at the ring and told us that it was their opinion that they diamonds could fall out at any time. At this time I called the store and told them I want to return the ring and get my money back. The store manager was on vacation at this time so I was directed to the regional manager who informed me that I had passed my 60 day return period and couldn’t get a refund, but they would exchange the ring. After multiple calls trying to explain that they had the ring for more time in repair than I have had the ring, the store still would not give me a refund. I have left multiple voicemails for the VP of the company because neither the GM nor the regional manager was willing to give me a refund and I never heard back from the VP. I guess I could have picked out a new ring from Kay’s, however after such a poor experience of being lied to and being told by the GM “I can’t make everyone happy”, I don’t want to have anything to do with Kay’s. We are trading the ring in for a loose diamond which we will take to a local jeweler to have a custom ring made. The diamond we are trading the ring in for is about $1,000.00 more than what I could get a similar diamond from a different dealer. All said and done I am losing about $1,000.00 on the deal. Basically I am writing this in the hopes to save someone else from the agony this store caused me. In my opinion, I wouldn’t trust such an important decision like an engagement ring to a store that will lie to you and not stand behind their product.