5 On Your Side

Kay Jewelers complaints adding up across the country

Posted April 27, 2016 6:02 p.m. EDT
Updated April 27, 2016 7:19 p.m. EDT

— Complaints are adding up against a national jeweler.

The issues now getting attention across the country are similar to problems 5 On Your Side's Monica Laliberte reported earlier this month.

Customers of Kay Jewelers in many states complain that when they took their wedding and engagement rings there, the rings were either damaged or altogether lost.

A custom designed $21,000 engagement ring vanished.

A bride-to-be in New Jersey needed her ring resized and said Kay Jewelers told her they had to order a replacement. The new ring arrived with smaller center diamond.

A similar experience involving a ring repair occurred in Virginia. Kay Jewelers replaced it with one that had a crooked center diamond. Soon after, a smaller diamond fell out.

Just some of the complaints were shared on the company's Facebook page and featured in an article on Buzzfeed. The website found 39 complaints between February 15 and April 21. In the last few days, more customers shared their questionable experiences.

5 On Your Side's investigation of Kay Jewelers started when Heather and Jonathan Couture said the store in Durham lost her engagement ring and wedding band.

“In the next breath I was like, ‘Oh, don’t worry, we can replace it,’” said Heather Coture. “Well, you can’t replace it. You know, those are my wedding rings.”

Like other customers, the retailer sent off her rings for repair

“I felt lied to,” said Jonathan Coture.

A viewer in Wilson emailed about her engagement ring sent for repairs. It was due back a month ago.

5 On Your Side contacted Kay Jewelers' parent company, Signet Jewelers, about the slew of complaints.

“We deeply value the trust our guests place in us and take any concerns expressed by our guests very seriously,” said Signet Jewelers spokesman, Frank Cirillo. “Any concern is investigated diligently, and we make every effort to resolve any potential issues in a manner that reflects our commitment to exceptional customer service. We are reviewing the issues that were brought to our attention to ensure we are doing everything possible to assist guests who have raised concerns.”

Kay Jewelers posted an apology on Facebook on Tuesday. For many customers, the apologies only go so far.

"You think to yourself, ‘Are the rings that I exchanged on my wedding day ... that are now gone,’ Heather Couture said. “These are the rings that I was wearing when my daughter was born, when I held her for the first time and they're gone."

After 5 On Your Side got involved, Kay Jewelers agreed to evenly exchange the Couture’s wedding set for one price about $350 more than they originally paid.

They’re just happy to move on.