Stuck with Broken Bracelet, Worsened by Rude Kay Jewelers Employees

You need to decide what you want and *ask* for it. They may accept
your offer, or they may make a counteroffer, or they may reject your
offer. You are free to take them to small claims court.

Personally, I think that $250 is very cheap for a diamond bracelet (I
mean, yes they look lovely, but they're not the best quality), so
consider asking for equal trade-in value, and getting something
smaller but of higher quality, like a pendant or earrings.

Just my two cents'.

Personaly I hate it when I come in with a problem and get told "well
what do you want me to do" my bank just told me that over a problem I
had and I am now looking for a new bank. I would send it in to get
repaired again and when it came back I would test it before wearing it
buy gently pulling on it in several spots and seeing if the pins came
lose again. That way you have less chance of loosing it. Stuff like
this is why I don't buy expensive jewlery. Its to easy to lose and
then you are out that money with nothing to show for it.

I think they did offer you a reasonable solution which is to send it
in for repair and see if it is now deemed unrepairable. I purchased a
number of items at Kay in 2002 for my bridal party and they are all
still in good shape.

Customers have warranties on things that break and they sometimes
assume they'll just walk out the store with a brand new item every
time it happens.


Sometimes it happens for SOME items - or if they're still in the
return period - but often we have to send the items off for repair or
refurbishing.


Even when they say "i spent $$$$$$$$$$$ on this" ... it doesn't change
how our repair process works. Or magically change the contract. I
mean the contract spells it out for them but some of them still assume
it reads what they want it to read.


just had a guy a few days ago get mad because he wasn't goingn to walk
out of the store with a brand new phone. yes i know they exchanged it
last time but last time it was within the return policy and they just
processed it as a return. it's out of that period now so yes we have
to send it off and a refurb will be back within 5 days.

not what he wanted to hear but... aint crap i can do about it. even
the managers won't budge on it cos no way in hell are they going to
take a loss just because a customer wants to be the exception to the
policy that he signed up for.

if Kay contracts their repairs out or if the "repair" center is
actually part of their corporate structure. If it's not part of Kay,
the employees may not be responding as flip as you believe they are.
They may just realize that the repair service sucks and they are
helpless to do anything about it.

Is there a local jeweler you would be comfortable taking it to? You'd
have to cover the cost yourself, but at least it would be repaired and
repaired to your specifications.

It's not ideal, but it's better than not having use of it at all or
having it damaged worse.

I definitely don't agree with the "you get what you pay for" statement
below. It would be one thing if you were complaining about the
quality of the metal or a stone in the bracelet, but in this instance
you have had to have it repaired twice in a few months time frame for
a very basic issue. I've purchased costume jewelry that sounds like
it was made better than this bracelet...it at least stays together.

That being said, I must say that I'm not sure there's a lot you can do
other than send it back for repairs. Have the sales person send a
note stating that this bracelet has been sent in for the same issue
once before and you are requesting a replacement or at the very least
for them to check all of the pins to make sure they are secure. If
the bracelet means that much to you, you might consider going to a
local jeweler and ask them what they think about the bracelet and if
there's anything they can do to it to ensure it holds together.
You'll have to pay this way, but if you aren't going to get
satisfactory service from Kay it might be an option.

Unless you paid extra for the extended warranty (which, IMO is itself
a scam), you're right - you're stuck with a broken bracelet. I learned
my lesson when I had to go back a few times for a ring that had stones
that kept falling out. I very rarely wore it, but I kept up with the
warranty, taking it in to be inspected as was required.

When I finally took it in for a repair, I was told it wasn't covered
because I didn't keep up on the warranty, despite me having the
receipts for every time I took it in. I swore off of Kay after that
and went elsewhere for my jewelery needs.

"Tobias told me there was nothing to do but send it in for repair
again. When I pressed on the fact that I don't believe repairing it is
going to help the whole situation, I was told that the repair place
MIGHT deem it unrepairable."

"Tobias was condescending, and just kept saying, "Well, what do you
want me to do?"".


Really? Well,what DO you want him to do? He told you you needed to
send it back in for repair and you refused...

You are stuck with a broken bracelet because YOU wont have it sent in.


What's the warranty on it say anyway?

I'm sorry that you are having problems with your bracelet. However, I
have to question the quality of a diamond bracelet that only cost
$249.48. For that low of a price, I would not expect the workmanship
to be very good. Sad to say, you get what you pay for.