Consumer complaint received 2019-07-03
Company: STERLING JEWELERS, INC.
State: NY
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
My recent experiences with Kay have been horrible. 

XX/XX/2019 : My fianc and I were engaged back in XXXX. We made a trip to our local Kay Jewelers to purchase an enhancer for my engagement ring and our wedding bands ( XX/XX/XXXX ). The sales representative charged my fiancs ring under a separate transaction because we had to have it sized and shipped to the store. Total Purchase : {$170.00} charged to our Kays card. We purchased the remainder of the items with a deferred interest plan, putting 20 % cash down : {$310.00} to take advantage of the 0 % interest for 12-month promotion. Total Purchase : {$1200.00} charged to our Kays card which included the anniversary band, the enhancer, both enhanced service plans, and a rewards discount which was applied to our overall purchase. 

XX/XX/2019 : A couple of days later ( XX/XX/XXXX ) when my fiancs ring was ready for pickup, we returned to the store. I changed my mind about the enhancer and decided to return it, while at the store I ended up seeing a new engagement ring and immediately fell in love with it. We completed an exchange and purchased the new engagement ring for the difference of the balance, paying more out of pocket to continue the 20 % down promotion on the new engagement ring. We paid an additional {$69.00} out of pocket for this and were charged an additional {$270.00} to our Kays card. 

XX/XX/2019 : Four days later ( XXXX ), my fianc and I made a trip to a different Kay Jewelers to return his wedding band as it tarnished easily and looked damaged after only trying it out for a few days. While at the store we also returned the anniversary band now that I had a new engagement ring, my fiancs wedding band, and also the enhanced service plan that was added to the new engagement ring as I did not think it was necessary to have an extended plan on the ring. We then made a new purchase for a new wedding band for my fianc ( Total purchase : {$160.00} ), ( Total Credit : -  {$780.00} ). 

XX/XX/2019 : I discovered a wedding band that I thought would pair well with my new engagement ring and purchased it from Kay.com when the ring arrived in store on XXXX, I did not like it I returned this ring ( Total Credit : - {$400.00} ) and purchased a wedding band in store that matched perfectly with my engagement ring. Total Purchase - {$240.00} charged to our Kays card for the difference. 

XX/XX/2019 : Unfortunately, I lost one of the stones from my engagement ring and dropped the ring off for repair on XXXX. The ring was serviced and returned to me on XX/XX/XXXX. Less than two weeks after it was serviced, I lost another stone! 

XX/XX/2019 : At this point, I was completely and totally fed up with the ring. So my fianc and I made a trip, yet again to the store to politely ask to have it replaced or complete a return for a full refund. Initially, we were asked to come back to the store when it was less busy. So even more furious at this point we let time pass and returned to the store, we were dealt with by the Assistant store manager who at first, wanted to send us back to the store we purchased the ring from. As we were on our way out of the store, she asked us to look around to see if there were anything else we were interested in. I found a XXXX XXXX ring that I absolutely fell in love with. The assistant store manager assisted us with purchasing the new ring and processing a full refund for the engagement ring I was having issues with. As I did not have enough of a credit limit to cover the ring, my fianc signed up for his own Kays card and we purchased a {$2000.00} gift card to add to the purchase of the XXXX XXXX ring which subtotaled at {$7600.00}. Total credit - {$1100.00}, Total charged to Kays Card {$5400.00}. While conducting the transaction with the assistant manager, I asked her what would happen to the monthly payments that weve already made toward the old ring. She advised that they would be refunded to our Kays account and applied to the overall balance on the account. My fianc also was looking to return my wedding band as we were waiting to return the old ring and purchase the XXXX XXXX, the assistant manager at the store also advised us that we would be able to swap out the ring for the matching band that goes with the XXXX XXXX ring at our convenience. I waited a few days and did not see these funds refunded! 

XX/XX/2019 : Completely and totally FURIOUS at this point, I called XXXX XXXX to request a refund for balances that were paid toward a ring that was upgraded due to a defect in the manufacturing of the ring as I lost two diamonds in less than a months time span. The XXXX rep stated that I was indeed owed the additional funds that were paid toward the rings balance, but that it would need to be handled in store. She directed us back to the store. My fianc and I went to the store and sat with the assistant manager that sold us the XXXX XXXX ring, but the store is denying that I am owed any additional funds and stated that I would need to call Kay Jewelers and handle the matter over the phone. I am not prepared to go back and forth to receive funds that Ive been told are owed to me. I am also stuck with a wedding band that that does not match the ring that I upgraded to and the assistant manager advised that I could simply come see her when I was ready to swap out the wedding band. She is now stating that I need to upgrade the wedding band through your diamond upgrade program and spend an additional $ XXXX {$700.00} on upgrades in order to upgrade the wedding band! I am now completely fed up with the situation. I feel as though my experiences of getting engaged have been destroyed because of this mess. My experiences with Kay jewelers over the past 6 months have been absolutely misleading. Seems as though the jewelers would do and say anything in your favor just to make a sale! 

With the assumption that I purchased the original ring without an exchange and with a ring that was retailed at {$1200.00}, less the rewards discount that was originally applied to my purchase ( - {$250.00} ), plus the extended service plan ( {$150.00} ) I would have paid {$1300.00} with tax, prior to any down payments being made. Total down payment at 20 % would have been {$260.00} and the total amount charged to my Kays card would have been {$1000.00}.

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with explanation