5 On Your Side

Couple's rings, sent for repair, disappear

Posted April 6, 2016

— When you're happily married, your wedding rings mean a lot. Many people consider them irreplaceable.

So a Durham couple is devastated after finding out a jewelry store lost their wedding set that cost thousands of dollars. When Kay Jewelers couldn't return their rings after months of waiting, Jonathan and Heather Couture came to 5 On Your Side for answers.

Heather Couture had a diamond engagement ring and wedding band. Now, pictures are all she has left.

"There was definitely some tears," she said. "You think to yourself, 'These are the rings that I exchanged on my wedding day that are now gone.'"

The Coutures brought their rings to Kay Jewelers in Durham for a required inspection. "If we don't get it inspected, essentially, the warranty is null and void," Heather Couture said.

The retailer decided to send the rings out for repair. They were due back in two weeks. When the Coutures didn't hear anything, they called Kay Jewelers.

Jonathan Couture said he was repeatedly told that the rings were in the shop, and that the shop was backed up.

"They kept giving us that line of, oh it's still in the shop .. it'll be ok.. it's still in the shop"

Two months later, he said, "They finally admitted, yes, the rings were lost, and they don't know where they are. They were gone, and no one could find them whatsoever."

After days passed with no contact, the Coutures called again.

Heather Couture said a salesperson offered to show her a similar ring.

"It was similar in that it had a big stone and then smaller ones around it, but it wasn't the same," she said.

So the Coutures asked for help from 5 On Your Side. Monica Laliberte went to the store and was told the manager would call the next day. He never did, so 5 On Your Side contacted Kay's parent company, Signet Jewelers.

Spokesman Frank Cirillo emailed one line.

"We take guest concerns very seriously and work to address each in a manner that reflects our dedication to our guests," he wrote.

The Coutures don't feel that way, they wanted a refund. But after Signet finally agreed to an even exchange with a new set of rings priced about $350 more than what the couple paid for the originals, they're happy to just move on.

"You can't replace it," Heather Couture said. "Those are my wedding rings."

The couple's only concern at this point is that the news rings are under the same warranty as their originals. They'll be required to allow Kay to inspect them.


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  • Rebecca Caldwell Apr 7, 2016
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    Sloppy procedures + employee with sticky fingers.

  • Tim Davis Apr 7, 2016
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    Every cuss begins with Kay?

  • Kevin Weidner Apr 7, 2016
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    "We take guest concerns very seriously and work to address each in a manner that reflects our dedication to our guests,"

    I'd say that the entire incident speaks volumes of your dedication to your guests.

    Readers should be advised that Signet Jewelers is also the parent company of Zales, Jared, Osterman, as well as a number of other national and regional jewelers that also "take guest concerns very seriously and work to address each in a manner that reflects our dedication to our guests"

  • Fanny Chmelar Apr 7, 2016
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    I'm surprised they gave them a second shot. After the lies from the first time, I would have asked for a refund + ('we won't sue if you make us happy, and we'll never disparage your business' cash) and gone elsewhere.

    People love lower prices but corners have to be cut, unfortunately. In this case it seemed like an job outsourced from the selling company, that is owned by a larger company, caused some issues.

    Makes you long for some of the old local shops

  • Chris Cole Apr 7, 2016
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    If I were them, I would bring them to be inspected and not leave the store until they were done.