Shared Letters

Join and browse our exclusive open discussion forums and talk about whatever you like.

» The Suggestion Box
» Company Responses
» PFB Feedback Line
» Consumer Podcasts
» Mommy Talk & Daddy Dialogue ™
» Shared Letters


Sign up for PlanetFeedback's "Consumer Café" email newsletter!

Stuck with Broken Bracelet, Worsened by Rude Kay Jewelers Employees

Posted Wed February 15, 2012 12:00 pm, by Kathryn J. written to Kay Jewelers

Write a Letter to this Company

My boyfriend and I purchased a diamond bracelet from the Kay's in Moline, Illinois on July 9, 2011. Recently, the bracelet broke. A pin holding the links together fell out, and I lost the bracelet in a busy store. I was lucky to be able to find the bracelet, and took it to the Kay's in Moline to get it repaired. We picked the bracelet up February 9, 2012 around 6pm. The following day, I was wearing the bracelet running errands. Around 2pm, I realized the bracelet was again missing. I retraced my steps and found the broken bracelet in a store parking lot.

The bracelet is broken in a different place than before. It did not last even 24 hours! I went back to the Moline store yesterday, February 14, 2012 and spoke with Tobias. 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. I really don't like the chances of them possibly deciding to deem it unrepairable, as they JUST repaired it, and will likely do that again. There's at least 30 more pins that could break after they repair this one. I have a feeling that one of the next times it breaks, I will not be lucky enough to find it. I will then be out the $249.48 we paid for this poor quality bracelet. Tobias was condescending, and just kept saying, "Well, what do you want me to do?".

This morning, I noticed that people seemed to be getting response based upon post on the Kay Jewelers Facebook wall. I posted about my horrible experience, and actually did get a return call in a few hours. The fact that I actually got the call is where the positive ended. Pam reiterated that I could try to get it deemed unrepairable, OR finally gave the option of trading it in, with the caveat that you buy something 2x as much as the original piece. This is also not an acceptable answer. Why would I want to spend even more money at Kay Jewelers when the service I've received is horrible, and I doubt any of your pieces are of good quality? When I explained this to Pam, her solution was for me to find a different Kay's to go to because the service at the Moline location was poor. I really don't know where that would be considered a solution to my problems.

At this point, I'm stuck with a broken bracelet, with no reasonable solutions. I am highly disappointed in the Kay's customer service.

I want the purchase price of the bracelet and warranty to be refunded immediately, so that I can then take my business elsewhere.


Log In/Create an account | 17 comments
     Add to your del.icio.us  del.icio.us    Digg this story  Digg this  
PlanetFeedback Comments are subject to strict terms and conditions. We reserve the right to deny site membership privileges to any individuals acting inappropriately.

by RedheadwGlasses Posted Sun February 19, 2012 @ 5:09 PM

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'.

by texasgurl Posted Fri February 17, 2012 @ 3:16 PM

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.


by Harleycat Posted Thu February 16, 2012 @ 7:22 PM

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.


This - it happens where I work too by PepperElf Fri February 17, 2012 @ 11:14 AM

by MA Bellamy Posted Thu February 16, 2012 @ 12:25 PM

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 think they are more concerned with the overall quality by jeishere Thu February 16, 2012 @ 12:40 PM

Oh, see... by MA Bellamy Fri February 17, 2012 @ 9:57 AM

by Casmly Posted Thu February 16, 2012 @ 11:46 AM

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.

by E C. Posted Thu February 16, 2012 @ 11:24 AM

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.


by batmoody Posted Thu February 16, 2012 @ 10:33 AM

"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?


Re: Stuck with Broken Bracelet, Worsened by Rude Kay Jewelers Employees by Retail Veteran Wed February 15, 2012 @ 10:16 PM

That's crazy! by sarahsmile Thu February 16, 2012 @ 10:28 AM

Really? What quality/quantity of diamonds would you expect for $250? by Steve OH (IO) Thu February 16, 2012 @ 6:33 PM
by sarahsmile Posted Fri February 17, 2012 @ 10:24 AM

U think that just because it only cost $249 that it's suppose to fall
apart/not last long ?

Must be nice to be so fabulous

by Steve OH (IO) Posted Fri February 17, 2012 @ 1:42 PM

know anything about diamonds, you would understand that they are
expensive. Just do a Google search for diamond bracelets and you'll
see what I mean. The lower priced ones either have very few diamonds
or low quality diamonds. It would stand to reason that something has
to be skimped on, so maybe is the bracelet links.
I feel for the OP, and hope the repair people can decide it can't be
repaired (or isn't worth repairing) and offer a refund or another


by RedheadwGlasses Posted Tue February 21, 2012 @ 12:15 PM

It just IS. It's not a value judgment that there's something wrong
with someone who buys such a bracelet ($250 is a lot to spend!). It's
just that, it's the low end of the barrel, and you get what you pay


Sorry - he is right by fairywithfangs Sun February 19, 2012 @ 5:01 PM

Home | Shared Letters | Ratings | Login | Communities | Categories | RSS | Contact Us | Terms & Conditions | Privacy Policy | FAQ
Copyright 2017 © All Rights Reserved PlanetFeedback.com | Web by Cicada