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Kay Jewelers has failed miserably to do so. Kay Jewelers tells PEOPLE in a statement: "Once we become aware of a customer complaint, we run it to ground until a resolution has been reached". We are humbled by the trust our customers have placed in us for more than one hundred years and work hard every day to continue to be worthy of that trust.". But Long was not the only Kay Jewelers customer who had difficulty with the retailer. Suspicious, she took the ring to another jeweler, who tested the stone and declared that it was moissanite, a cheaper stone. Credit: Kay Jewelers spokesman Frank Cirillo didn't answer Davis' questions about how the customer's diamonds were swapped, but he sent this statement: "Delivering an exceptional customer experience is our number one priority and we regret any instance where a customer is less than completely satisfied. Sophie and Aaron still have to take the ring to Kay for the biannual inspection, but they say they'll be more careful from now on. “That way, when it comes back, they'll make sure those inclusions are still in the diamond.” Our stores will be closed until noon on Tues. Nov. 3 to give our teams time to vote. Some customers are … The customer’s jewelry stays within our jewelry Design and Service Centers or, is shipped to the manufacturer that created the item. When a guest brings their jewelry in for repair or service, it is diamond tested before it is sent out and when it is returned." Kay Jewelers eventually replaced the jewelry, or stones, of all of the women after the chain said it investigated their claims, but no one ever told them if the corporate office determined what happened. KPRC-TV reported that Sophie Long had to have her ring replaced for a different sized ring after she had beat cancer and regained the weight she lost. According to the report, Kay Jewelers eventually settled with the Longs, and she had her stone properly replaced. Skip to Content Skip to Navigation. There are so many layers to this,” Darshae East began her post. Signet wouldn’t comment on specifics of any of the cases, but we do know in each instance that a customer claimed a ring was lost, or a diamond swapped, the jewelry was sent out of the Kay's store for repairs. "Even if this gets settled, I do not believe I will ever get my ring back, the ring my husband proposed to me with back. Getting your ring appraised by an independent third party is always a good idea. Get the latest breaking news delivered straight to your inbox. Election Live Updates: Americans brace for results as first polls close, 2020 House and Senate elections: Democrats fight to recapture Senate, Judge orders sweep of postal facilities for mail-in ballots, "Don't be scared" of voter intimidation, Michigan official says, Stocks rally worldwide as Election Day finally arrives. This material may not be published, broadcast, rewritten, or redistributed. So she sends it back. Nam Y. Huh/AP/REX/Shutterstock. Gordon said you should ask to see your diamond under the microscope, too, when you leave it and then when you pick it up again. She looks at the ring under a microscope and says that the diamonds look fine. Nicole Largent's entire ring disappeared after she dropped it off at a store in West Virginia. Look for the GSI number. One woman said she was suspicious after her ring was resized at Kay's because it lacked the sparkle that it had had before she left the ring there. / MoneyWatch. “To ensure that our entire repair team intimately understands our process and policies, the majority of our leadership has been promoted from within the Company. "A Kay manager adds store policies — including that employees check for certification numbers — are meant to ensure stones aren't swapped out.This article originally appeared on Newser: Report: Kay Jewelers Swaps Diamonds With FakesMore From Newser:20K Bees Follow Woman for 2 DaysHere's How We Stop World War III$5K Fine for Students Who Won't Shake Teacher's Hand, This material may not be published, broadcast, rewritten, or redistributed. For Sophie, it meant chemotherapy and weight loss. Text us for exclusive photos and videos, royal news, and way more. That's how one woman describes her experience with Kay Jewelers, which is facing a barrage of complaints from customers who say their jewelry was lost or damaged — or even that the diamonds in their engagement rings were replaced with fake ones.Chrissy Clarius tells BuzzFeed she took her one-carat diamond ring for an inspection at Kay every six months for five years—a condition of Kay's lifetime guarantee on its jewelry, reports the Consumerist.Her ring was sent for repairs three times before an employee noticed the engraved serial number on her diamond was missing.While Kay maintained the stone was a diamond, two other jewelers determined it had been swapped with moissanite — a less expensive stone.BuzzFeed tracked down seven other women — including some who've gone to police — who said Kay had replaced their stone with poor-quality or fake diamonds.One woman says she asked for a new setting but had her diamond replaced with one with a visible flaw. Nevertheless, we take every customer concern seriously and work hard to ensure that when issues do arise, we do everything we can to make things right. Election Live Updates: Americans go to the polls as bruising campaign ends, The states where you can register to vote on Election Day, Report cites militia activity risk amid fears of Election Day unrest, Pennsylvania voters head to polls as race tightens in key state, The races that could determine who controls the Senate, A guide to the election's top ballot initiatives, The pivotal post-Election Day dates you need to know. “Where do I begin…?? Nov 17th 2016 9:52AM A well-known jewelry company is facing allegations of replacing real diamonds with fake ones. When Kay's replaced the ring, the center stone was a fake rather than a real diamond. Kay is owned by Signet Jewelers, the same company that owns Zales and Jared, but most of the complaints are against Kay. If he did lose the diamond, the claim that he asked Kay Jewelers to put in a fake stone makes no sense. What some customers allege, though, is that their original stones disappeared during repairs, replaced with inferior diamonds or even fake diamonds.
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