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I picked out an enhancer ring to go with my wedding ring. My wedding ring is one square diamond with a halo of diamonds around the main diamond set in white gold. We (my husband, myself and the sales person at Kays) put the enhancer with my ring and wooed over how gorgeous they looked together. It happened to be on sale so we bought it with the promise of having it by Valentine's Day. This was January 31st, 2012. $915 with protection plan. It was sent out immediately to be soldered together. I was super excited! They were going to solder them together and re-flash the white gold for free! My promise date was February 11, 2012. Come Feb 11th I hadn't gotten a call. So, I called the store and was told the shipment hadn't come in for the day to call back later. I called at 4pm, an hour after I was told the shipment was supposed to come in from the repair shop, and was told my ring was not in the bunch. The sales lady told me that she would search each item in case it was misfiled. Well, come to find out it was misfiled and had come in 3 days prior! UGH! O'well, I thought, I can go get it now, no reason in being upset. At first glance I thought my new set of rings looked amazing, nice and shiny! I began work again 2 days later on Monday and as I would look down at my ring I realized that something seemed off. Something seemed out of whack. Also, every time I would turn my hand over I would see the bottom of my ring where the two were soldered together, I would see the *** job that was done. Yes, the soldered was holding the rings together, but it looked horrible. Yes, it was smooth but the two sides of the solder were slanted and didn't look professionally done. I thought, ehh, that's nit-picking. After 5 days of this I realized that the center diamond on one side of the enhancer did not line up to be centered with the center diamond on the halo of my wedding ring. Also, on one side of the rings there was uneven spacing between my wedding ring and the enhancer. The ring was soldered on lop-sided! At first glace, you don't notice this because the diamonds in the halo and in the enhancer are small. However, after spending almost $1000 on a ring, you better believe I wanted my rings to be centered and look perfect! After all, I got it at Kays! I took the ring back to the store and tried my best to explain to the sales lady what I was not pleased with. Not only did she cut me off and seem completely disinterested in my concerns, she turned around and had me fill out the repair slip! Have you ever filled out your own repair slip at a fancy jewelry store like Kays? I took that as the sales lady being lazy and unwilling to listen to my concerns. I filled out the slip to the best of my ability and gave them my ring to be fixed. (Fingers-crossed!) I was told it would take another 2 weeks to fix their initial mistake. I told them that I would like it sooner than that since this was their doing. I was told that that was not possible.(Nice, right?) After leaving the store I immediately called the 800 number for customer service. I got a nice gentlemen named Tim who heard me out and told me that he would personally follow-up with the repair shop and put a rush on my repair. I explained to him what I wanted done. This was a Thursday. My ring didn't get to the repair shop until Tuesday! I got a call back from Tim regarding his follow-up. He said that I shouldn't have even been sold this enhancer ring because it is meant for solitaire diamond rings only. I, apparently, have a fashion ring and that it would never be centered. I told him thank you for calling me back but that I would just like my wedding ring back and a full refund. He said OK. He said I would get a full refund since I was within my 60 days. I asked, "even though it has been attached to another ring and detached", he said "Yes, absolutely." This was today, Feb 21st. I now have to way for them to remove my ring from the enhancer and for it to get back to the store which will probably be mid-next week. Then I have to go into the store and do the refund and pick-up my ring. I hope that my ring is in it original condition and that I don't get a hard time about my refund. I shouldn't seeing as it does not fall into any of the categories on their receipt.

Please think twice before buying from this company. The only nice person was the one who sold me a ring that they should have known would not fit my wedding ring and the customer relations guy, probably because that is his job to be nice. Sad but true.

I will never give Kays or any of it's affiliates my business again.

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Guest

Actually it's very normal for you to fill out your own repair slip because then the salesperson knows they can get the correct address and phone number to call you with when it comes back in at least that's what they told me I personally love kay jewelers and I think they are much better than other jewelers out there.

Guest

congrats, you asked them to rush your ring and they did. during valentine's week the jewelers touch 900 jobs...they aren't machine's they're human beings mistakes might happen but they are very willing to fix them. Just think the time it took to unfuse you're rings and send yours back they could have easily corrected the mistake....understandable that you're upset because you want it to be perfect however why not give them the chance to correct the mistake especially since you liked the wrap to begin with.

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