ComplaintsforSignet Jewelers

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Initial Complaint
08/01/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
My wife and I bought our wedding rings from **** and we got the lifetime warranty on them. We have had the rings for about 11 years. My wife lost one of her blue diamonds and took it to **** to have it fixed on June 17. **** called multiple times and they said it was sent to there headquarters because of the blue diamond. I called today (8-1-2024) to the store and was told that they are still waiting for the blue diamond and it could be done at the end of August. I called the 800 number and talked to the customer service and expressed my issue on why it is taking so long and again I was told they are waiting on the diamond. The diamond came from them as we bought a pair of earrings to have the diamond installed on her ring. It should take months to get a diamond that we were able to buy from ****. This is unacceptable. There is no way it takes months to get something that we originally bought from the store.
Business response
08/15/2024
August 15, 2024

***************************
W5810 *********************
*******************

RE: BBB Case 22078784

Dear *******,

We appreciate the opportunity to respond to your concerns regarding your wifes wedding ring and the service you received from our company. We understand the importance of your wifes wedding ring and your distress with this situation. 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 purchased blue diamond earrings and had the blue diamonds set in your wifes wedding ring. We would like to clarify that the earrings were made by one of our vendors and are no longer available for purchase. We sourced a blue diamond from our supplier. However, it did not meet our quality control. We have obtained a new blue diamond, and it is currently being set into your wifes ring. Provided the completed ring meets our quality check, it will be shipped to our store in approximately three to five business days.
We apologize for the delay, and we will be mailing a $50.00 Kay Jewelers gift card to you as compensation. Please allow 21 days for delivery.
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 response
08/16/2024
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
07/28/2024
Complaint Type:
Delivery Issues
Status:
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.
Jared is a bad company. My husband ordered a ring. Jared said they don't know when it will arrive after telling me it would arrive July 29. We aren't good enough people for this place to actually have the item we ordered. So I wait 3 hours for a calm back just to have that person tell me it will be on time. She lied because it is suppose to be here tomorrow according to her and we have no shipment info. So we are getting nothing and we aren't important enough to Jared to have our product. Maybe this year we will get it or maybe not at all. Jared does not care about it's customers !
Business response
08/07/2024
August 7, 2024

****** ****
*** * *** ***
******* ** *****

RE: BBB Case ********

Dear ******,

We appreciate the opportunity to respond to your concerns regarding your online order and the service you received from our company. We apologize for the conflicting information you received about the order. 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 order was cancelled. We regret that we were unable to fulfill your order. Any pending hold on your account will be released within your bank’s time frame.
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 response
08/08/2024
I am rejecting this response because:

Jared is a horrible horrible company. They have stuff "they say" are available when they are not. Had to wait 2 weeks for a ring that wasn't even personalized just to not get the ring. They take a 600 dollars necklace and send it all tangled up. You have to wait THREE HOURS to get a call back from customer service. They are NOT what their commercials make them look. Jared should be ashamed of themselves. Don't waste your time. You WILL be disappointed !
Initial Complaint
07/26/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I went into the Jared store on Friday, July 19 to purchase an engagement ring. We are on an extremely tight budget, so when we found a ring we liked, the only one we could afford was a previously owned one. It wasn't at our store, so we had to order it online and have it shipped. The estimated delivery by date was Wed, July 24, but Monday and Tuesday rolled around without any shipping notification. Tuesday night I talked to customer service who couldn't tell me any information but escalated it to an e-commerce specialist. Since then, I have gotten no more updates or information about the situation even though I've contacted them multiple times a day. It's now been a week since I've ordered the ring and it still says the delivery by date is Wed, July 24 (which was 2 days ago) and that it's in fulfillment. Every time I ask for information, they just tell me they'll keep me updated via email (which they're not) and they'll get it shipped as soon as possible. When I ask them for confirmation that they even have this ring, my question is dodged. Very disappointed with how Jared is handling this situation. This isn't just some piece of fashion jewelry, this is an engagement ring.
Business response
08/07/2024
August 5, 2024

***********************
*************************
****************

RE: BBB Case 22047350

Dear ****,

We appreciate the opportunity to respond to your concerns regarding your engagement ring order and the service you received from our company. We apologize for your dissatisfaction in this matter. 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, our representative contacted you by email on July 24th,26th, and 30th. Your order was delivered on July 31st at the **************** you 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: **********************
Customer response
08/08/2024
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
07/23/2024
Complaint Type:
Billing Issues
Status:
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.
Subject: Dispute of Fraudulent Account with ********* Dear Sir/Madam, I am writing to dispute an account listed on my credit report with *********. This account does not belong to me and is a result of identity theft. I have filed a complaint with ***************** regarding this matter and have enclosed a copy of the complaint and supporting documentation. Account Details: Creditor Name: ********* Opened Date: 02/09/2019 Account Number: ************ Higher Credit: $2783 Please investigate this fraudulent account and remove it from my credit report. Confirm receipt of this letter and provide a written response on the resolution of this matter. Thank you for your assistance.
Business response
07/24/2024
July 24, 2024

***** ****** ******* *** * *** ****** ** *** ********* ** *****

Re: Case # ********

Dear ***** ****** *******,

We appreciate the opportunity to respond to your concerns regarding your credit account. I am sorry to hear of your experience.

Please be advised, Zales credit accounts are managed by a third-party financial institution; therefore, we do not have control of or access to the account.

For questions or concerns regarding the credit account, please contact Comenity Capital Bank directly. They can be reached by phone at: **************.

I apologize for your experience and any inconvenience this has caused.

Sincerely,

***** *******
Specialist, Customer Connection Center
Initial Complaint
07/18/2024
Complaint Type:
Sales and Advertising Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I visited the ******************** in *******, ** to purchase my wife her 5-year anniversary upgrade. During the sales process we were advised to open credit accounts with their financing department and the balances would be interest free for a length of time.Some of the work on my wife's band was custom work and had to be paid for immediately whereas the rest would be paid at pick up. As a result of this it resulted in a few different transactions and certain portions of the balance were not interest free as the salespeople said it would be.The sales associate said to just call, and have it combined, after calling to request this I was denied by the financing department this option and will be forced to pay interest on $900 some dollars as a result of their negligence.I contacted the store to complain and try and get something resolved with their manager **** and he has been less than helpful, not returning calls or emails. I did miss one of his calls and didn't see I had a voicemail but following that I've reached out numerous times, and he is either busy or doesn't call back. Other consumers need to be aware of their shady sales tactics and avoid this business.
Customer response
08/06/2024
[[BBB transcription via Attorney General Complaint No. 1060197, See attachment for complete details]]

Description:
Sales representative did not combine my purchases so that I would receive interest free on entire
purchase. When I asked about this they advised that if I called customer service for the financing dept.
they would combine them so i could have 0% interest. After calling the finance company they said this
wasn't possible. The representatives in the store lied to me to get a sale whether intentional or not I am
now paying interest on ****** at 33%

Satisfactory Solution:
Signet or the finance company needs to correct this issue by refunding me the interest paid or correcting
the issue
Business response
08/13/2024
August 13, 2024
*********************
*********************************************************

RE: BBB Case 22007748

Dear *****,

We appreciate the opportunity to respond to your concerns regarding your purchase and the service you received from our company. We apologize for your dissatisfaction in this matter. We have forwarded your service concerns to the management of the ************************** to review 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 contacted your credit accounts service provider, and they moved the remaining account balance to the 12 Months Deferred Interest, Payment Required Promotional Plan. You should receive a letter or email from ************* confirming this is completed. If you have any questions or concerns regarding your account balance our payments, please contact *************.
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 response
08/15/2024
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.
Customer response
08/15/2024
Only other question I have is regarding the interest I've already paid. Will that be refunded to me or credited to the account balance?
Initial Complaint
07/17/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
. My fiancé purchased my engagement ring at one of your child companies: Kay jewelry in Peru, Illinois. To keep things concise, we walked in there with a trade in around $12,000 with the intent to use the entire of the rings( stone/bands) to minimize costs of the new ring. After many conversations, the new ring was done. My fiancé picked it up and proposed. We went back to the store to pick up paperwork later so I can add my ring to my homeowners insurance. That was when my fiancé and I were handed back a stone valued at $3800 (from trade in ring), along with gold bands, and paperwork saying that my current ring is valued at $7,000. Nonetheless we were confused as why we were getting anything back as we wanted everything to go towards the new ring. In addition, we were told we would have to “cut outr loss” on the $3800 stone as they would not buy it back or give us credit. So here we are with a new ring that is not meeting our expectations along with a stone and bands that we cannot do anything with. $5,000 is a lot to “cut our losses”with as well as it’s upsetting to purchase a ring with the thought it was $12,000 to be told it’s worth $7,000. Would we have even known about this if we did not go back to pick up paperwork? This is why I went to the better business bureau. I’m looking for an in store credit to Peru Illinois Kay jewelers in the amount of $5,000 to make up for the difference in rings as well as offset the loss we will have to take for the $3800 ring we cannot do anything with.
Business response
07/29/2024
July 29, 2024

****** ***** ** ***** ******************** *** *** **** ********

Dear ******,

We appreciate the opportunity to respond to your concerns regarding your engagement ring and the service you received from our company. We apologize for your dissatisfaction tin this matter. We welcome your feedback about your experience and will work to improve how these types of issues are handled in the future.
We were unable to locate any purchases under your name. If you could please provide us with the purchaser’s name as it appears on the receipt and the complete address, we can research further. However, if you are not the purchaser, we may not be able to provide details of the purchase to you.
The purchaser can call our Customer Connection Center at ***** ******** for assistance with their concerns.

Sincerely,

***** *****
Customer Connection Center

cc: Better Business Bureau
Customer response
07/30/2024
I am rejecting this response because:

The receipt will be under ******* ******* ** ***** ******* ***** ********* ********. If he is needed to proceed I can have him call with a direct number.
Business response
08/07/2024
August 6, 2024

****** ***** ** ***** ******************** *** *** **** ********

Dear ******,

Thank you for providing the name of the purchaser. We appreciate the opportunity to respond to your concerns regarding your engagement ring and the service you received from our company. We apologize for your dissatisfaction tin this matter. We forwarded your service concerns to the district manager responsible for the Peru store location to address with the team members in volved. We welcome your feedback about your experience and will work to improve how these types of issues are handled in the future.
Because you are not the purchaser, we are limited in the information we can provide to you. We would first like to clarify that our trade in policy allows for a credit toward new diamond merchandise that is double the price of the trade-in credit. According to our store team members, the purchaser wanted to keep to a certain price point and did not wish to use the full trade-in value of the original ring. The portion of the ring that was not used as credit was returned to the purchaser for use in the future.
If the purchaser has any questions or concerns regarding his purchase, he can contact the Peru store or our Customer Connection Center for assistance.
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
07/16/2024
Complaint Type:
Product Issues
Status:
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.
Ordered 600$ necklace. Waited a month for it just to receive it all knotted up. I cant get anybody on the phone to return this. I cant wear it and I don't want my card charged.
Business response
07/29/2024
July 29, 2024

*********************
*****************************************

RE: BBB Case 21998126

Dear ******,

We appreciate the opportunity to respond to your concerns regarding your necklace and the service you received from our company. We apologize for your dissatisfaction that your necklace arrived tangled. 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, we processed your refund on July 22, 2024. If you have any questions regarding your account balance, please contact your accounts service provider at the number on the back of your card.
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
07/15/2024
Complaint Type:
Product Issues
Status:
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.
[[BBB transcription via mail, see attachment for complete complaint details]] I bought a ring that was supposed to be 14Karat and winding up finding out that it is 10 Carat when I found out it was past the 90 days.
Business response
07/25/2024
July 25, 2024

******* ******* *** * **** ****** *********** ** *****

Re: Case # ********

Dear ******* *******,

We appreciate the opportunity to respond to your concerns regarding your ring. I am sorry to hear of your dissatisfaction.

I researched your concerns and found the ring is 10K gold. I contacted the district manager and was told the tag on the ring when it was in the case states the ring as 10K.

Our stores keep the tag and attach it to our copy of the receipt. The store manager sent me a copy of the tag which I have attached to this reply. It was the store manager who sold you the ring.

The ring was purchased October 28, 2023 and is well past our return / exchange period timeline. For this reason, we are unable to return or exchange the ring.

Additionally, the ring is a Previously Owned item and you were provided 50% off and an additional 20% off. The retail price of the ring is $2899.00 and you purchased the ring at a price of $1159.60. We are unable to provide any further discounts.

I apologize for your dissatisfaction and any inconvenience this has caused.

Sincerely,

***** *******
Specialist, Customer Connection Center
Initial Complaint
07/12/2024
Complaint Type:
Product Issues
Status:
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.
I purchased a ring in January waited 2 weeks for sizing and to replace some stones when I got the ring I was able to wear it for 3 days and one of the stones came out. I went back to the store they sent it back and replaced the stone. When I got it back I wore it for about a week then the stone fell out again. Had it fixed and again I was able to wear it for about a week before the stone came out again. The girl in the shop noticed that the ring was cracked so ordered a new ring. After I picked it up I was able to wear the ring for a week before a different stone came out. I asked for a refund and was told that the time period had passed so I wasn’t able to get a refund but they would replace the stone. So from January until July I’ve only been able to wear the ring about 3 weeks. I want a refund because it’s not my fault the product is inferior and they have had the ring more than I have. NOT HAPPY!!!!!
Business response
08/05/2024
August 5, 2024

***** ***** **** ******* ** ****** ** ***** *** *** **** ********

Dear *****,

We appreciate the opportunity to respond to your concerns regarding your ring and the 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 Design and Service Center that worked on your ring to review 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, we quality checked your ring each time it was picked up from repair and the stones were not loose at that time. Since we have replaced your ring with the same style in June and you are having the same problem, we have offered an exchange for a different style ring. Because your ring is no longer under our thirty-day return period, we cannot honor your request for a refund. Please stop by the Richmond store when you are ready to process your exchange.
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
07/11/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
We purchased a ring enhancer on 4/27/24 from this business. We dealt with the manager. She told us she would have my engagement ring sized down, the enhancer sized up, and have them soldered together so they would be one ring under one warranty. Said it would take 3 weeks. They called after three weeks telling me they had the rings back but the shop didnt do any of the work. They needed to send it somewhere else. I declined at that time we were leaving in a week for our destination wedding and wouldnt have it back in time. After our return we dropped the rings back off to be sent to the other shop that supposedly could do the work on 6/4. They sent an email to my husband saying the ring was in so I went to the store on 6/12 to pick it up. Was told by the manager it was sent to the wrong store and theyve reshipped it to the correct store and apologized. On 6/15 they call my husband to tell him this other shop cant do the work either and want to ship it to **. He tells them no, wed just like the rings back. It has been nothing but telephone tag and games since then. My last phone call from the new manager of the store was on 7/3. She stated the store has finally confirmed they still have my rings, that they will not do the work on, and will send them later that week or beginning of the following. Its now 7/11 and Ive heard nothing from them and still dont have my rings. I would like my engagement ring back and my the enhancer refunded in full with the cost of the warranty that we paid for. Im so disgusted with their service. Weve called corporate but thats been no help either.
Business response
07/18/2024
July 18, 2024

*************************
49 Chrysler Ave
Wabash, IN 46992

RE: BBB Case 21973413

Dear *******,

We appreciate the opportunity to respond to your concerns regarding your wedding set repair and the service you received from our company. We apologize for your dissatisfaction in this matter. We have forwarded your service concerns to the district managers responsible for the ****** store and the Design and Service Centers that worked on your rings to review 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 regret the confusion about which of our repair shops could work on your ring.Because your engagement ring center stone is moissanite, only our specialty shops can work on it. According to our records, your rings repair was completed, and you picked it up on July 12, 2024. Your enhancer is beyond our thirty-day return period and no longer eligible for a refund.
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 response
07/19/2024
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.
The business had told me they were unable to complete the work needed on my ring, however the day after the complaint was filed the store notified me my ring was in and the work was completed.

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