Kay Jewelers in Janesville Wisconsin does not even deserve a rating. I was forced to give them a one star to put this up. I wish I would have read these before my fiance bought my ring from them. The employees are worthless in their knowledge of jewelry. He bought a Leo, princess cut colorless diamond solitaire from them. I have stopped to look for a wedding band and they check and clean my ring while I do this, not once asking to document this which we didn't realize was needed for the diamond to be under warranty. Seven months later I realize my stone is loose and take it in. They send it in to be repaired. My fiance picked it up a week later and told me to check it because he still thought it was loose. It was so we immediately went back to the store. This should have been our first clue, however we went along with it. While they were preparing the ring to go back once again we found a wedding set we liked and decided to purchase that day so they could save us the time of being without the ring again we asked if they could just have the stone reset into the new setting. They said that would be fine and would take about a week. The day before I was to have it back they call me late that afternoon and tell me that my diamond has a chip in it and I will need to bring in all my paperwork. I couldn't believe what I was hearing, but what could I do? I took in all my paperwork and they sent the info in and told me it would take 4-6 weeks to replace it. I was furious by this point, cancelled my order for the wedding bands and asked for my money back and to send my diamond back loose. I didn't want their incompetent people to touch it anymore. I was told by the district manager the reason it would take so long is that I had a very high grade diamond and they had to find another one like it or better. To me better would mean better in every aspect not just some. They even told me they might be cutting a new one if they have to. Finally after contacting the district manager two times I was informed my stone was in. The store manager was very rude when I asked to see the identification number on the stone to match it to their paperwork. Then I noticed that they did improve the color by one step in the colorless catagory and increased the size by .02 of a carat, however they went down in the clarity from a VS1 to a VS2 Clarity. The store manager told me I was lucky to get what I did. They compensated the size and color for the clarity, which to me is not replacing it with equal or better. She also told me that I was lucky they even covered the diamond because I didn't have any documents stating I had a six month inspection. I have been told by a sister company that they have to replace it if it was in for repairs within the last six months. Maybe it was chipped from the day he bought it, they said it was under the prong and didn't notice until they took it out to reset it. This also tells me they didn't even bother looking at my ring until the day before I was promised it back to me. Just a suggestion to Sterling Jewelery, hire new store managers, and jewelers to do your repairs. I have since found out that Sterling Jewelry owns many jewelry stores under different names-beware they are all the same!!!! Jared's, J.B. Robinson are a few in my area. We were never given an apology or treated like a customer who spent a lot of money in their store. We have filled out survey's and reply forms on line which promise a response within 3 business days and still have not heard from anyone!! I've never been treated this way at any store! I get better customer service at Wal-mart and they a a very big chain. I will never recommend any one to buy at Kay's or any affiliates of Sterling Jewelry. I see many ratings on line with similar incidents.
