Consumer complaint received 2020-05-03
Company: STERLING JEWELERS, INC.
State: CA
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Getting a credit card
Sub-issue: Sent card you never applied for

Complaint:
I went to XXXX XXXX  on XX/XX/XXXX or XXXX, 2018 with my partner and on our way out, we stopped by Kay Jewelers to inquire how much it would cost to resize and clean our rings. The store associate who assisted us was XXXX and then the store manager, XXXX. XXXX had me fill out information so I could leave my ring for resizing and cleaning. He said I had to fill it all out and sign at the bottom so I would be able to be registered in the system and pick up my ring. However, he proceeded to take my information, ran my credit, and used my information to pre-approve and apply for a credit card without my consent. I am very well educated with credit and how it works. He ran my credit and applied for a credit card without my consent. I was furious that he did this without my permission when he said this information was just to register me in the computer to set up my account to pay for the order. 

I asked the manager why he thought it was okay to lie to me and apply for a credit card without my consent. The associate was well aware of what was going on because he was embarrassed and went to hide in the back until we left. I asked for the district manager 's contact information and he refused to give it to me. The store manager, XXXX, proceeded to laugh and say it's not a big deal, you'll get a card now and be able to shop. I had no intention to ever get a new credit card especially for Kay Jewelers. He laughed at me and said " if it's such a big deal, when you receive the card, just cut it and call and cancel it, no big deal! '' I left the store incredibly upset. 

I immediately went on XXXX for Kay Jewelers customer service and I called customer service and they refused to give me any information. The associate on the phone just said to cancel the card when I receive it. 

The pre-approval process runs your credit. When you run your credit, it lowers it. When you apply for a credit card, it runs your credit. This is something I never wanted. 

I finally got a hold of the district manager, Georgia XXXX XXXX, and I explained my situation. She said there was nothing she could do on her part, but to talk to the store manager. She offered a free ring clean when I stop by a particular mall that is out of my way. 

My concern is the manager lied to a customer, me, and asked for information and wrongfully used it to apply for a credit card that the customer never wanted and saying it was the registration form to be in the system and drop off a ring. That's a huge fraud problem in itself. Second, the company did nothing about it and didn't fix the situation and my credit took a toll through it all. Third, I don't even want to know how many times the associates or store manager at  this location have wrongfully done this to countless of innocent customers/people window shopping at their store. Incredibly wrong. 
After this incident, it's sad to say that their reviews verify that this has been an issue in the past and I refuse to use Kay Jewelers for anything. I'm most upset that my credit took a toll with this and I have a credit card open under my name when I never approved for this.

Company public response: Company believes the complaint is the result of a misunderstanding
Company response to consumer: Closed with explanation