Wedding Set Returns From China With Unacceptably Crappy Repair

Good news! Reader Jennifer’s wedding set has returned from its long voyage to China for repair. The bad news: she writes that the repair work done in China was so terrible that her local store sent it back out to a US repair facility to be fixed. When Jennifer finally went to pick the rings up, she found their repair job unsatisfactory–the word “botched” comes up–and now they’ve been sent back. Again.

Just sending you an email to update you on my fight with Kay Jewelers. I ended up calling them back last Monday evening and was unable to get in touch with a supervisor. I guess their policy for escalated calls does not allow you to speak with one when it’s requested…you must leave a voicemail and they will return your call within 72 hours. Which to me was not ok.

I would up speaking with the original girl I had been dealing with. She said she had called the store and gotten an update from them. They had received my ring, something wasn’t right and the ring was sent back to another service center. She said she’d call my local Kay store to get more details. I told her that was fine, I would handle it myself.

I spoke with someone at the store…they had said that my ring was received in at the store the week prior and the reason I was not notified is because the wedding set was not repaired to the point where it was acceptable. Instead of sending it back to the vendor, it was something that could be handled by an in-country repair shop and a rush had been requested. They were hoping to have it back by the end of the week.

So imagine my surprise when I get a call on this past Thursday (17th) that it was FINALLY back. I was running errands before going out for dinner, so I stopped in to pick it up. Right away, I noticed that a channel didn’t look quite right. The girl at the desk told me that sometimes the channels have to be widened to keep stones from loosening. When I asked about the inspection that was due, she said that since it was out with service, it didn’t need to be inspected again and that I could just bring my paperwork back in and they’d go ahead and validate the inspection. I didn’t have time to look at it closer, so I said I’d look it over when I got home and would let them know if there were any other issues.

Friday morning I got a chance to look it over. The repair work that was done to my ring is unsatisfactory. To make a long story short, they made a royal mess out of it. I am able to see the botched repair work they did on every channel that was rebuilt and I am NOT ok with this. I plan on taking it into the store today…if that doesn’t get my anywhere, I do plan on finding a way to either write a letter or an email to the corporate office.

Thanks for posting my email and thanks to everyone who read/commented. I’ll be sure to keep you all updated.

In yesterday’s post about Jared, we suggested contacting parent company Signet. Kay and Jared are siblings, both part of Signet, so that advice applies here, too.