The customer continues to be wrong

customer serviceAvid readers of my blog will recognize this post as another in the long line of “customer service failure” complaints that I have posted.

This time, the lucky winner is Kay Jewelers.  Perhaps I’m just a needy customer, but I don’t think so.  Here’s the customer service email I just sent them:

Items I have purchased from Kay’s over the past 3 years: Two pair of heart diamond earrings, one diamond heart necklace, white gold diamond ring, one diamond/sapphire necklace, a white and black diamond necklace, and finally one diamond bracelet (described in the last paragraph below).
The white gold diamond ring has lost a stone. When we had this evaluated, the store clerk advised us that “someone returned the warrantee on it”, and that they could do nothing for us. I don’t even know what this means.

A topaz stone white gold ring was purchased by her father. The stone fell out between inspections, and when she took it in to have it replaced, we were told that “they can’t find the paperwork in the system under her name, her father’s name, or her mother’s name”. My girlfriend paid for the replacement of the stone OUT OF POCKET, and to this day (even that you have replaced the stone) it is still uncovered by any warrantee. She no longer wears the ring because the stone is AGAIN loose, and she isn’t willing to pay for another replacement.

I purchased a silver diamond bracelet for my girlfriend a few Christmas’ ago. Since that time, she has diligently brought the bracelet (and many other Kay’s pieces I’ve bought over the years) into our local store every 6 months as required for inspection and cleaning. This particular bracelet has been an issue since I bought it. First: One of the rods that connect the links of the bracelet together slid out causing the bracelet to break into two pieces. The local store (in Orlando) sent it in for repair. 3 days after we received the bracelet back, she noticed a loose stone so we sent it back again. Another visit to Kay’s to have it inspected resulted in yet another trip to the repair shop for the rod, this time here in Fort Myers. We received the bracelet back last night, and while we were at dinner we noticed not only a missing stone, but yet ANOTHER rod had backed out. Literally 3 hours after we picked it up! At this point I just want a refund, but the store told me my only option was to send it in to be repaired (again), which is where the bracelet is now. I am sincerely disappointed in the Kay’s quality, and even more so with your company’s refusal to stand behind their products.

I would normally, at this point, voice my disappointment over the way we’ve been treated for the past few years, but I’ve typed it five or six times now and there is just no way I can illustrate my unhappiness.

So? You tell me, am I being unreasonable?  One would expect that these kind of customer service failures would cease to befall one angry blogger, no?  Statistically speaking it is incredibly unlikely that these encounters persist, yet here we are…  Here we are again.

2 thoughts on “The customer continues to be wrong

  1. “Every kiss begins with Kay,” but they never said what you could kiss.

    I’d say that it’s worth a shot tweeting your displeasure if you haven’t already. Sometimes social media pressure helps move things along. Good luck!

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