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"Ordered and paid for an item with two business day shipping. Received the item seven days after ordered online. Returned the item, and will never order from them again. Be forewarned. You don't get what you pay for with Kays."
"Regarding previous post from unhappy customer and his chipped diamond....Yes, the ESP is a great plan, as it covers all maintanence and repairs (sizings,prongs, stone tightenings, etc for life). It is unfortunate that you did not bring in your Diamond Bond paperwork with your 6 month inspections, to be validated in the system. And it's a shame that no one at that store ever asked you if it was "time to update your warranty", as it is easy to look up at the store if your copy of the Diamond Bond is not with you. It's also easy to reprint for you if yours had been lost. IF your wife's ring had been in for repair (such as a sizing, anything by the jeweler)then THAT "counts" as a validation of the warranty for diamond replacement til the next 6 months is up.Too bad the manager did not speak up and saw to the Customer Service person, "yes, Mr. Smith had been in for inspection, I (or Sally or Bob) remember him... we must have forgotten to run his warranty ...our mistake" IF you've been in faithfully and they know they've checked it for you. You may have guessed that I have worked for Sterling Jewelers in the past (moved on) and they DO have great warranties.... hope you found satisfaction.... take care, j"
"I bought my wife a diamond solitaire ring back on Sept. 7 2004 for our engagement, I also purchased their ESP, “Extended Service Plan”, which was suppose to replace, free of charge any diamond, emerald, ruby, or sapphire covered by the guarantee if it chips, breaks, or is lost from its original setting during normal wear. Since then we have diligently taken the ring in to get cleaned and inspected every four-six months. What we did not know is that it was not being “logged” in the system and we were given no paperwork notating the cleaning and inspection.Within the last week we have noticed a chip in the girdle of the diamond and took it in to the Fargo, ND store on 11-30-2007 to have it repaired. They told me that since none of the cleaning and inspections were logged and they never gave us an inspection record they would not repair it. The store manager Jackie gave us the 1-800-877-3616 customer service number and we were told to call them.We placed a call to Kay’s customer service number and spoke with a gentleman named Joe at extension 6379, and explained our situation. Joe then phoned Jackie the store manager in Fargo, ND, and spoke with her. He came back on the line and we were offered that they would replace the stone for us at “cost”. We were also told that we would have to give our other diamond back. This does not make any sense to us because if Kay is offering to replace the damaged diamond at “cost” one would think that you would get to keep the damaged diamond because in theory you are paying for 2 diamonds, but would only have 1 diamond after trading in the other diamond.Bottom line is that Kay does NOT stand behind their customers, and their ESP, Extended Service Plan, seems to be a good plan. But be leery that when you take your jewelry in for cleaning and inspection because more than likely it is not being notated in the system, thus they will never then honor their Extended Service Plan if something should happen to your stones."