Complaints

This profile includes complaints for Signet Jewelers's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Signet Jewelers

  375 Ghent Rd Fairlawn, OH 44333-4601

  
• 

  Signet Jewelers dba Kay Jewelers

  5725 Johnston St Lafayette, LA 70503

• 

  Jared Galleria of Jewelry #484

  2110 N Rainbow Blvd Las Vegas, NV 89108-7351

• 

  Kay Jewelers Outlet #4145

  560 N Stephanie St Henderson, NV 89014-6612

• 

  Kay Jewelers Outlet #4145

  5959 W Sahara Ave Las Vegas, NV 89146-3126

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 11th of 2023 I entered a Zales at Town East Mall in Mesquite Texas and requested a wedding ring set for my wife for valentines day to replace her ring: -I purchased the two rings pictured in the screen shots as a set -I purchased a warranty for the set -I requested the set be adjusted imminently at purchase under the warranty On March 25th 2025 I returned to have the rings cleaned under warranty -I requested a cleaning -I was offered to solder/join the rings together as a service under the warranty On April 6th I returned to accept the rings after their service -The rings were not aligned -The rings soldering and joining was of poor quality -I requested the rings be de-soldered/un-joined and returned after On April 11th I came to pick up the rings and noticed the wedding ring of the set was damaged -The ring was warped -The rings material was thinned too much -I requested a repair and was told it was not covered under warranty for the set according to their system. -I was responsible for the repair despite the damage being done by the jeweler -They would not supply corporate information to see resolution -They did not notice damage - despite pictures from the intake photos supplied.

  

  Business Response

  Date: 05/02/2025

  May 2, 2025
  
  
  ********* ********* **** **** ****** ***** ******* ** *****
  
  
  Re: Case # ********
  
  
  Dear ********* *********,
  
  
  We appreciate the opportunity to respond to your concerns regarding your rings. I am very sorry to hear of your experience and dissatisfaction.
  
  I researched your concerns and found you purchased an engagement ring and a wedding band on February 13, 2023. The rings were not set; they have different item (SKU) numbers and different manufacturers. Additionally, each ring has its own unique Diamond Bond number; if they were a Bridal Set, there would be only one Diamond Bond number. On the day of the purchase you did not purchase any warranties for the rings.
  
  I located a second receipt for the purchase of a Lifetime Jewelry Protection Plan (LJPP) dated February 17, 2023 for the engagement ring (SKU ********). I have included both receipts for your review.
  
  I see your rings were sent to our jeweler on February 17, 2023 for sizing. As a customer service, the store covered the sizing of both rings under the LJPP you purchased for the engagement ring.
  
  I am sorry to hear that you were dissatisfied with the work performed recently to solder your rings together and then unsolder them. Because no pictures were taken of the shanks of the ring when the rings were taken in at the store, we are unable to confirm the thickness before the work was completed. For this reason, we will repair both rings free of charge.
  
  Any work performed on your engagement ring will be covered under your LJPP. At this time, no determination of the scope of the work for the engagement ring has been made. It has been determined that a ½ shank will be installed on your wedding band. The normal cost of this service is well over $300.00 and is not a service that is typically covered under the LJPP. Again, you will not be charged for the installation of the ½ shank on the wedding band.
  
  Once the rings are repaired, you will be provided the opportunity to purchase the LJPP for the wedding band. Going forward, we will not be able to perform any sizing or repairs to the wedding band free of charge without the purchase of the warranty. The purchase of the LJPP is not mandatory and the decision is completely yours.
  
  If you would like to proceed with the repairs, please contact Irene at the store. She has been trying to reach you to discuss this resolution. The rings will be sent back to the jeweler on separate repair tickets but Irene needs your approval to do so.
  
  I apologize for your experience, and the inconvenience this has caused.
  
  
  Sincerely,
  
  ***** *******
  Specialist, Customer Connection Center

  

  Business Response

  Date: 05/02/2025

  Receipts attached

• Initial Complaint

  Date:04/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a diamond ring from Jared in 2004, covered under their lifetime warranty requiring 6-month inspections. On 7/28/24, I brought this ring and another from Kay’s (purchased in 2002) in for inspection at Jared. On 10/18/24, I brought both rings to Kay Jewelers (a sister company under Signet) for inspection again. Only one ring was recorded that day, though I handed over both. Security footage from the store would confirm this. I last saw the center diamond in the Jared ring on 2/28/25 (our 25-year dating anniversary). On 3/1/25, I discovered it was missing. We searched extensively and continue to search, but have been unable to locate the diamond. I immediately began calling Jared customer service. All calls have been recorded. A representative left a voicemail confirming I was under warranty and could go to the store for help. However, every follow-up contradicted this and I was told the claim would not be honored because of missing inspection documentation from October — an error made by Kay’s, not me. I have the original warranty paperwork, inspection history, and evidence I followed the terms. I already paid $4,857.99 in 2013 to replace the center diamond when I’d missed inspections. Since then, I’ve taken every effort to keep up with the warranty. Signet’s refusal to honor the agreement, after admitting I was covered, is dishonest and unacceptable. I’m asking for help from the BBB to have the center diamond replaced at no cost and my warranty reinstated.

  

  Business Response

  Date: 04/24/2025

  April 23, 2025
  
  ***** ***** ******* ** ***** *** *** **** ********
  
  
  Dear *****,
  
  We appreciate the opportunity to respond to your concerns regarding your diamond ring and the disappointing service you received from our company. We apologize for your dissatisfaction with this matter. We have forwarded your service concerns to the district manager responsible for the Fairfax Kay Jewelers store and management of the Customer Connection Center to review with the team members involved. We appreciate your feedback about your experience and will work to improve how these types of issues are handled in the future.
  We would first like to clarify that there was a misunderstanding about which ring needed a diamond replacement. The representative who you spoke with thought it was the ring purchased at Kay Jewelers and gave you the warranty information on that ring instead of your Jared ring. We regret the confusion this caused.
  The Fairfax Kay Jewelers store was unable to confirm that you brought both rings with you in October 2024 for inspection. Therefore, your Jared ring is not eligible for free diamond replacement under the Diamond Guarantee. The district manager of the Jared Fairfax store has contacted you, and we understand that on April 26, 2025, you will be stopping by the store to review options regarding your ring.
  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

  Date:04/02/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My card was used without my consent I even had a police report. They refunded me for the men’s ring and said I will have to send the women’s ring back. Which I did but the account that was used to purchase the ring was my cash app account. That account is now closed which mean I can’t receive my refund. I called 4 different reps to let them know the situation and they told me it was nothing they could do. And that cash app will have to figure out how to get me my refund. Cash app is NOT a traditional bank. I’ve reached out to them and they said the only thing they will do is send the payment back to zales and THATS ALL THEY WILL DO. So I called to let zales know and they still said OH WELL. I tried giving them my new account info they wouldn’t take it. Either send me a CHECK or send me THE RING BACK.

  Customer Answer

  Date: 04/09/2025

  I have my money back thank you 

   

• Initial Complaint

  Date:04/01/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 3/8 I went to the Store and traded a ring that was purchased from originally several years ago. We went to take advantage of a program where if you trade in your old jewelry, they will apply the what you paid for it, to the new item. I selected a new ring and was told by ***** *******, that I had 30 days to change my mind. She specifically said they would hold my old ring in a safe on site for 30 days. We were given a trade in value of $2,799 and paid $6702.50 in the store. On 3/28 we returned to the store and asked to cancel the sale. Over the weekend they had a 50% off sale which would have been a better deal. We were told the cash register was not allowing them to complete the full refund. They will only refund half of what we paid . I asked for a supervisor and was told to come back to the store the following Monday, the manager was on vacation. I called on Monday was told the same excuse, they are unable to process a refund for the $6,702.50. At this time I would just like the refund and my old ring back. I'm concerned because the 30 day deadline is approaching, and they may keep my original ring.

  Customer Answer

  Date: 04/04/2025

  Hi. We were able to resolve this issue. This can be closed

• Initial Complaint

  Date:03/25/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a pair of white sapphire inside out earrings on 1-2-2025. On 1-4-2025 we had to return them for repair due to 2 stones falling out(brought stones with). They estimated 1-25 as the return. After multiple phone calls and 2 visits we finally received them back for pickup on 2-22-25. I came again due to a lost stone on 3-21 for another stone falling out (again brought stone). Store says that they cannot give my money back due to being after the 30 day return date. Doing some quick math these have been in my possession for less than 30 days due to the first repair. Called Signet Jewelers whom I assume is there parent company. They have been no help either. So now I have a pair of earrings that I paid the lifetime protection plan for, that every time my wife wears them a stone comes out. I am filing a complaint with the Better Business Bureau on both Zales and Signet as this is clearly a lemon issue and they refuse to refund me for.

  

  Business Response

  Date: 04/03/2025

  April 1, 2025
  *********** ****** * ***** ** ************** ** ***** *** *** **** ********
  
  
  Dear ***********,
  
  We appreciate the opportunity to respond to your concerns regarding your earrings and the disappointing service you received from our company. We apologize for your dissatisfaction in this matter. We appreciate your feedback about your experience and will work to improve how these types of issues are handled in the future.
  According to our records, the case specialist working with you on your complaint has offered you a refund. Because the store manager, Teaira will need to be available to process the transaction, please call the store at ***** ******** to set up an appointment for when you are both available to meet.
  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 Answer

  Date: 04/08/2025

  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. I do want to note that i would like the price of the earrings and the insurance refunded.

• Initial Complaint

  Date:03/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a diamond wedding ring guard from them in December of 2023. I was able to wear it for a while but eventually, it started to turn my finger black. To the point I was no longer able to wear it. I took it into the Zales store in the mall in Springfield, MO (3/22/25) where a gentleman tried to diagnose me with a gold allergy or low iron. I explained I have plenty of gold jewelry (some of which I had on at the time) and it does NOT do what this ring is doing. His other options were to send it in and get polished which he told me likely would not work or put clear nail polish on my 14K gold diamond wedding band. I did not appreciate the customer service or being told I have a gold allergy or low iron. If I would have known I was paying a premium for a piece of costume jewelry, I would not have put my trust in them. I expect this to happen to something that is GOLD PLATED and not 14K gold. You should NEVER need clear polish for a piece of jewelry that retails for $1200. I was completely dismissed along with my concerns with complete disregard to the hard-earned money and the trust we put into them for a lifetime piece of jewelry. Sales associates should not be talking to customers about what they are and are not allergic to, if they have low iron - out loud in front of a room full of strangers and other customers and should absolutely not be suggesting putting clear polish on fine jewelry. I was treated extremely unprofessionally.

  

  Business Response

  Date: 04/07/2025

  April 7, 2025
  
  ****** ********** ** *** ** ******** ** ***** *** *** **** ********
  
  
  Dear ******,
  
  We appreciate the opportunity to respond to your concerns regarding your diamond wedding ring wrap and the disappointing 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 Springfield store to review and address with the team members involved. We appreciate 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 wedding ring guard is 14kt yellow gold. Pure gold is 24kt. However, pure gold is too soft for everyday wear. Other metal alloys are added to gold to make it harder and more durable. 14kt gold is 14 parts pure gold and 10 parts other alloys. While pure gold does not cause skin discoloration, the metal alloys can react to environmental, chemical, and biological conditions. The types of metal alloys can vary depending upon the manufacturer which is why you may have other 14kt gold rings that do not cause skin discoloration.
  Your wedding band was purchased on December 22, 2023. We offer a thirty-day return period and sixty-day exchange period. Your band is beyond that time. At your purchase, you decided against buying a protection plan on your ring. Therefore, we are unable to honor your request for a replacement band. We do offer a trade-in program for diamond merchandise which allows you to trade-in your band for a credit of the purchase price toward a different ring double the credit value. Please stop by our store if you are interested in trading in your band.
  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

  Date:03/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A recent purchase of a pair of earrings for $1,070.00, plus a warranty was made by my husband, Kevin Hewston, on 09/30/24, at the Zales Outlet located in Arizona Mills Mall. I immediately noticed that the securing mechanism used on the earrings was like a butterfly back, which is widely known to be less secure compared to other types of earring backs. Given the retail price of these earrings ($2,700.00), I expected a more secure mechanism, such as a screw back, which is typical for jewelry in this price range. The butterfly back used on my earrings is the least secure option and caused me concern from the start. I decided to return to the store and request a change to a screw back. On 11/23/24, while wearing the earrings during my errands, I noticed that one of the earrings had fallen off and was missing. I searched everywhere, including other stores, my car, and home, I could not locate the earring. My husband purchased a warranty for the jewelry, so I went to the store hoping to find assistance. I was informed that the warranty does not cover lost or stolen items. My main complaint is the faulty and insecure butterfly-like back used to secure these earrings. I own other earrings in the same price range, and they all feature a more secure backing, such as a locking or screw back. It is unreasonable that earrings retail priced at $2,700 (plus the cost of the warranty) would come with a backing that offers such little security. With daily wear, or in my case, only wearing those earrings a few times, the risk of losing one or both is almost inevitable with such a backing. I am extremely disappointed by the quality of the backing on this set of earrings, the backing should have been more secure. I am requesting that my missing earring be replaced, as the backing was clearly faulty. I believe this issue stems directly from the inadequate clasp design, and I expect Zales to take responsibility for the security of the jewelry they sell.

  

  Business Response

  Date: 03/31/2025

  ***** *** **** ***** ******* ** *** **** ******** ** ***** *** *** **** ******** **** ******
  
  We appreciate the opportunity to respond to your concerns regarding your lost earring and the disappointing service you received from our company. We apologize for your dissatisfaction in this matter. We appreciate your feedback about your experience and will work to improve how these types of issues are handled in the future.
  As mentioned in your complaint, the warranty your husband purchased on the earrings does not cover loss. We regret your dissatisfaction with the earrings backs, but we have no record of you or your husband bringing them back to the store to have the backs changed. Therefore, we are unable to replace your lost earring as you have 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: Better Business Bureau
  
  

• Initial Complaint

  Date:03/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have 1 1/2 carat diamond ring that I take in every six months for cleaning as part of the Lifetime Diamond Commitment warranty by Zales. On December 16, 2024 I brought it in to the store for regular inspection and cleaning. The store employee inspected the diamond ring to pass inspection. Then proceeded to the cleaning stage. Several minutes later the employee comes to me and says one diamond fell out during cleaning. She handed me the ring and the loose diamond in a plastic bag and stated we can send it out for repair but there is a charge and may take a several days or weeks. I decided to wait to think about it and returned the next day about a repair to be done either under my warranty or at their expense. An employee researched my purchased for this ring from 2021 and stated the type repair needed is not part of my warranty and the cost would be my responsibility. I am not in agreement with this assessment because the diamond ring was inspected and then cleaned by an employee and is the employee's mistake and error, not mine. The employee was careless and is the fault of the employee for the damage. I did not bring the ring in damaged and it was not losing any diamonds. I am not responsible for its repair and believe this is a Zales responsibility. In order for this matter to be resolved, the Zales store needs to repair the ring at no cost to me. If they do not, I will seek legal advice on this matter.

  

  Business Response

  Date: 03/31/2025

  ***** *** **** **** ***** *** **** ****** ***** ***** ******** ** ***** *** *** **** ******** **** *****
  
  We appreciate the opportunity to respond to your concerns regarding your diamond ring and the disappointing 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 Cedar Hill store to review and address with the team members involved. We appreciate 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 whether your diamond should be reset after it became loose while in our possession.  We understand that our store manager **** has contacted you to arrange a meeting with you so that we can reset your diamond free of charge.
  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

  Date:03/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to express my disappointment with a recent experience at one of your Zales locations. I purchased a bracelet for my wife, but unfortunately, it was too large. After calling several Zales locations, we were informed that this particular bracelet could not be resized. My wife went to the store to return the bracelet, and the store manager mentioned that there might be a way to resize it by sending it out for adjustment. My wife asked if the 30-day return window could be extended if we decided to have the bracelet resized instead of returning it. Initially, the store manager said yes, but then stated that he would need to confirm with the District Manager. The store manager called the District Manager and left her on speakerphone. After explaining the situation, the District Manager said she wasn’t sure if the return window could be extended. However, she advised the store manager to tell us to send the bracelet in anyway — and after three days, it would be too late to return it, leaving us with no option but to exchange it or keep it. This was extremely deceptive and unacceptable. At that point, we were furious and immediately demanded a refund. I am extremely disappointed in the misleading guidance and unprofessional behavior displayed by both the store manager and District Manager.

  

  Business Response

  Date: 03/14/2025

  
  March 13, 2025
  
  
  ***** ******** ***** ****** *** ******** ***** ** *****
  
  
  *** **** * ********
  
  
  Dear ***** ********,
  
  We appreciate the opportunity to respond to your concerns regarding the service you received at our store.
  
  I am very sorry to hear of your experience. Our goal is to exceed our customers' expectations, and I appreciate the opportunity to respond when there is a concern.
  
  I would like to address your concerns with upper management; however, you did not include the location of the Zales store you visited. At your earliest convenience, I would appreciate it if you would please send me the location of the store (city, state, and mall name).
  
  You can send the requested information to me directly by email at:
  
  ***********************************
  
  Please include reference number ******* in the subject line of your email.
  
  I apologize for your experience and the inconvenience this has caused.
  
  Sincerely,
  
  ***** *******
  Specialist, Customer Connection Center

• Initial Complaint

  Date:03/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My husband ******* ****** purchased my engagement ring and wedding band in 2015 from Zales, within the first two weeks of me wearing the ring I lost a diamond, it was fixed and then I lost two more diamonds, it was fixed again, the store manager at the time returned some money to my husband from the purchase. Fast forward to December 2024 I lost a diamond out of my wedding band and a diamond out of my engagement ring. My husband took my ring to Zales to be fixed under warranty and we were told that my set of rings would be back by 1/17/25, 1/17/25 came and went and no call from Zales, my husband called a few days later to be told the ring was still at the location it was sent to and someone could call us back the following day, we did not receive a phone call, we called 3 days later and were told the manager would call us. *** called and informed us that my original ring had been damaged, and my main diamond had been fractured. We were never notified that my ring was damaged until the ring didn't get returned and we continued to call for answers, I fully believe that Zales was going to replace the diamond and not tell us. My ring was returned to us about a 1.5 weeks later, on 2/27/25 I noticed my ring was broken again, one of the prongs they stated they replaced was broken in half. We call *** again who refused to provide any contact information for the regional manager, *** then emailed me saying he would reach out within a few minutes never did, I responded, and *** stated he would no longer be communicating with me. I informed him he does not have a choice as he has my property in his possession. *** continued to refuse to give me his District Managers contact information. I received an email on 3/6/25 asking for my phone number and I stated I wanted all contact information via email for documentation, I was again refused any communication in writing and have not heard from Zales since.

  

  Business Response

  Date: 03/24/2025

  March 21, 2025
  **** **** **** ******* ***** *********** ** ***** *** *** **** ********
  
  
  Dear ****,
  
  We appreciate the opportunity to respond to your concerns regarding your wedding rings and the disappointing 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 Camp Hill store to review and address with the team members involved. Your feedback about your experience and will work to improve how these types of issues are handled in the future.
  Our district manager has informed us that she has been in contact with you by email as you have requested and offered the option of a custom remake or an exchange. However, you have decided against either option and wished only to continue warranty service. Your ring’s repair service was completed by the Design and Service Center’s district manager and shipped to the store of your choice for pick up since you no longer wished to work with the Camp Hill store.
  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