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I went to Kay jewelers with the hope of trading 4 smaller stones for a larger stone. At the start the sales assistant was pleasant and seemed helpful with this transaction.

She took the stones from me, appraised them and stated I can give you $423.00 for trade in. Not a problem. She KEPT the stones, and took them to the store safe. I found a ring I liked, she gave me a discount (Kay rewards, plus another 100.00 off), again nice pleasant.

At the time of the purchase I clarified that the trade in value would show up/be applied to my account, her answer oh yes. I waited a few days to look at my Kay account and sure enough there was no trade in. I returned the ring, and spoke to the store manager about the situation. She stated that there would be a record of what was in the safe and there was no record of the stones.

The sales rep I had worked with had been on vacation and would return in a few days and than she would ask what happened. The sales rep calls me back leaves a message and stated oh remember I gave you a discount and said you could keep the stones. I went back to the store today and confronted her and again she stated, I gave you the discount and gave you back the stones. I stated you said you could give me the trade in towards the new ring, you took the stones to the safe.

She stated, but I would have had to fill out paperwork to put the stones in the safe, I said you kept all the paperwork you gave me sales receipts, but kept everything else.

Thanks to this sales rep I am not only out diamonds, but at least the trade in credit. Would recommend not shopping at Kay or if you do don't trade in any jewelry to them

Reason of review: Order processing issue.

Monetary Loss: $423.

Preferred solution: Let the company propose a solution.

Kay Jewelers Cons: Careless customer care, Lost diamonds.

Location: Denver, Colorado

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