8.10.2016

I Wanted A Simple Repair, And Now I'm Afraid I Will Never See My Wedding Rings Again

If you follow me on Snapchat (@morganrsparks) you've heard me talking all week about the nightmare I'm having with Kay Jewelers regarding my wedding rings. At this point I'm frustrated, annoyed, and severely disappointed in the service that I've received over the past three weeks. Let me start from the beginning:
On July 20th I dropped my rings off at the jeweler to get soldered together and have the diamond reset (when I first received the ring the diamond was loose. I took it in to get tightened and they tightened it down crooked. It's been driving me insane for the last 3 years!). I was told it would take two weeks to do the work and was given a promise date of Tuesday, August 2nd to pick up the rings. 

Tuesday came and went and I never received a phone call letting me know that the rings were ready. Wednesday morning I decided I would give them a call to see if my rings were there waiting on me (my bare finger was starting to feel very lonely!). The sales representative I spoke with let me know that they were not in store yet, but there was a shipment coming in that morning and he was certain they would be in that shipment. He promised a return phone call letting me know either way. 

He never called me back. 

Thursday I once again picked up the phone and gave them a call. This time I was put on hold for over five minutes. When the employee came back on the line she let me know that they were trying to "locate" my rings. Something in the tone of her voice gave me the sinking feeling that my rings had been misplaced. I knew my gut that they were gone. When she finally returned to the line I was told that my rings were still at the shop and wouldn't be ready until Monday. Six days after my promise date. I was never given a reason for the delay nor an apology. They were supposedly shipping from the workshop to the store that evening, so I asked if she could have my rings expedited in order to have them in time to wear to an event Saturday night. She said "it wasn't really in her control" but she would make a phone call to see what she could do and would call me back.

She never called me back.

When my husband got home that evening I gave him the update on the ring situation. He decided that he would place a phone call to the store to see if he could get any answers. He spoke with the manager, and after a lengthy conversation the manager promised that he would have my rings expedited to the store and they would be there at 10:00am on Saturday morning. Perfect!

I had an appointment Saturday morning, so Steven stopped by at 10am sharp to pick up my rings. After a week and a half I was anxious to have my wedding rings back on my finger, and just in time for our event later that night. That anxiousness soon turned to disappointment, however, when Steven called me to tell me that my rings did not, in fact, make it to the store. They wouldn't be there until Tuesday. You could imagine my frustration at that moment. 

To the manager's credit, he did do what he could in that moment to amend the situation. He loaned me a bridal set so I would have rings to wear until my set arrived. He also credited Steven a new wedding band. Those were two things he certainly didn't have to do, but he wanted to make things right. Still, I couldn't shake the feeling that something bad happened to my rings. I truly believe they were lost in the process, and I will never see them again. 

I did what I could to forget about the situation for the time being. I hoped that when I put my rings back on my finger on Tuesday (an entire week late) that I would actually be putting on the same ring that Steven slid on my finger the night he proposed to me and not a replacement. I just wanted my rings back on my left hand!

Yesterday was the day. There was no excuse for my rings not to be ready, right? I didn't even put in a phone call to double check. I drove to the jeweler that morning ready to turn in the loaner set and have my rings back on my finger. 

You didn't think the story was going to end there though, did you?

Nope. Just as you probably guessed, my rings weren't there. I was pretty fed up. The manager told me that a shipment would be by around lunchtime and my rings would be on it. Right...

So, that afternoon I once again drove to the jeweler expecting to finally have my rings back. 

Unfortunately, that wasn't the case. 

My rings were still "at the warehouse." I left once more with an empty promise that my rings will be there today. I'm not getting my hopes up. In my gut I still truly believe that my rings are lost. At this point, I just want the jewelry store to take responsibility for this mess. There is absolutely no excuse for the run around that I have been getting for the past week. None. 

I debated whether I should share my experience or not, but at the end of the day I was wronged. I have been treated poorly by a company that doesn't seem to value their customers, at least they don't seem to value me as their customer, and I want others to be aware. I would hate for another bride to have this experience. 

I hope this story ends today and my wedding rings are finally back on my fingers. My expectations, however, aren't very high. I'll be posting an update later today on Snapchat, so make sure you're following along. 

16 comments :

  1. I can't even imagine what you feel! Ugh! I would die because my rings are custom. But I totally don't blame you for taking them in! I had mine soldered together last year and it was totally life changing! Here's to hoping you get yours back!

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  2. Ridiculous. Praying they didn't actually lose your rings. I'd be heartbroken.

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  3. This is just awful!!! I am so sorry you are dealing with this and I really hope that they give you YOUR rings back!!! We had a pretty unsatisfying situation with our rings being resized with Zales and have sworn off all those retail jewelry stores for any future repairs. They are the worst!!! For the future, I suggest Agnews in Trussville!!! They were able to fix Zales mistake and got our stuff back in a very very timely manner when it wasn't their problem in the first place. My SIL has had some work done from them too. Always nice and professional.

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  4. I am so sad for you! What a sucky situation to be in. I can't believe such a large company would be giving you such a run around for your rings. Hopefully you get them back today!

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  5. This is so unfortunate, because I've heard several stories like this about Kay's recently. How the HECK does such a big company get away with not taking responsibility for crap like this?! I'm so sorry, and I truly hope there was just a mixup and your rings will be back with you so soon and that they come with some new diamond earrings for you! I would also be forwarding this post to their customer service..keep us updated!

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  6. Man, that's just so frustrating and scary! They do realize that these rings don't come cheap, I hope?

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  7. That is just so awful, I can't imagine how you feel! I too, unfortunately, have heard of this happening more recently and even some people who got their rings back got them back with a completely different stone than the one they originally had! I wish the best outcome for you! Also, your snap chat isn't "public" so only those you follow back can see your snaps, you might want to change your settings, or you might want it that way ;)

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  8. I had a pretty bad experience with my engagement ring and our jeweler in Hawaii (after we'd moved to Chicago so we were no longer in the same city, state ...or mass of land anymore). I almost had to get married with a backup engagement ring ... and wedding band because the band would be contoured to my engagement ring, which I received only one week before the wedding... Talk about stress!

    It took a Better Business Bureau complaint being seen by the CEO to get action. He was conveniently meeting with my ring designer soon after and we soon were refunded any additional payments we'd made and I had a ring and resolution before our wedding!

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    1. I hope your issue is resolved and very soon! XO

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  9. This is so awful to hear. I'm so sorry this is happening to you and I hope you get answers...AND YOUR RINGS very soon!

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  10. I literally have chills reading your story because it is so much like mine. I was in tears at the store when they told me that my ring wasn't fixable any longer. It had been sent off 6 times in two years for missing side diamonds. I was furious when they wouldn't refund us our money or let us have the center diamond, even though it was fully paid for. They ended up letting me pick out a new engagement ring and said that they could put my original diamond in that setting for $600. My hubby ended up doing that for me because he knew how much it meant to me but I was fuming. When I picked out a new setting the sales lady said "Oh! Do you love it?" I said "No but i'm out of options so it'll do." Turns out I love it but I was so not happy about the whole situation. We only go to Kay's now to get everything cleaned and inspected but that's it. We will never buy anything from Kay's. They have horrible customer service. They're clearly in it for the money. I wish I had shared my story. I hope you get your rings back soon but I can tell you this, Kay's is in it for the money. I find it really hard to believe that they truly care about the customer.

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    1. Sorry, i totally repeated myself! This topic clearly gets my blood boiling!!

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  11. Oh I am so sorry. We had to special order my rings when we were engaged --- what was supposed to be 4-6 weeks took 8. We got the run around too, ohhhh they're at our warehouse, well maybe they're on their way, well, they should be here soon, etc. etc. UGH. I hope you get them back soon!!!

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  12. So sorry you've had to go through this! Have you had any luck getting them back yet?

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  13. Ugh!! That's terrible! I would be in a rage....I hope the issue gets resolved and you get them back. I'm astounded almost everyday at how bad some people's customer service is.

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  14. Oh That's very bad. Marriage ring is the sign to memorize that lifeline moments, I hope your issued will resolved soon. Find the best custom made Diamond Jewelry Store in USA to buy fancy and designed jewellery.

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