Kay Jewelers Complaint

My wife took Movado watch to Kay...

Reviewed by NilsJacobson
Please Improve

My wife took Movado watch to Kay Jewelers to have a battery replaced. The employee pulled the stem out of the watch while resetting the watch after inserting the battery.

He offered to repair the watch free of charge and call us when the repairs were complete, and we were satisfied with that solution. We have a receipt from that transaction.

Now weeks later we’re getting calls from the store manager Sherry Caswell telling us that we need to pay for the repairs and that the watch hasn’t been fixed yet. She claimed that customer service and her district manager Tim Chamiel had told her to do so.

During the call she gave me the incorrect number for Tim Chamiel and hung up the phone on me. There was no resolution as to where we go from here. She quoted me three different prices for the repairs; $40, $80, and $160 dollars.

The watch has tremendous sentimental value. It was a gift I gave to my wife after 10 years of marriage.

The watch was only 18 months old and Sherry Caswell told me that the watch was ‘old, worn out’ and ‘that I should expect to have pay for repairs’ on such a watch. She said that it was common to have to have a watch like this need expensive service.

The watch was originally purchased from a Kay Jewelers on 12/10/2005 for around $600. The watch was left at the Kay Jewelers store on 10/13/2007. I spoke with Sherry Caswell on 10/23/2007 and my wife spoke with someone calling from the Kay Jewelers store before that.

I have emailed Kay Jewelers customer service and have not received a response within 3 business days.

I have contacted Movado and they have notified me that while Kay Jewelers is authorized to sell Movado watches, they are not authorized to work on Movado watches.

I have contacted the Better Business Bureau and have been assigned a case number.

The Kay Jewelers corporate office is:
Sterling Jewelers Inc.
375 Ghent Rd.
Fairlawn, OH 44333
(330) 668-5000

Kay Jewelers is owned by the Signet Group plc.
Company Secretary
Mark Jenkins
Signet Group plc

15 Golden Square

London W1F 9JG, UK

Telephone: +44 (0)20 7317 9700

Fax: +44 (0)20 7734 1452

Email: mark.jenkins@signet.co.uk

The Kay Jewelers store is located in
Briarwood Mall
846 Briarwood Cir
Ann Arbor, MI 48108
(734) 995-1100

Originally I would have been happy to have the watch simply repaired and returned to us free of charge. Of course we are happy to pay for the battery.

Now, due to the unhappiness caused by being without the watch, in addition to having the watch returned repaired free of charge, I would like it certified to be in good working order by an authorized independent jeweler, and I would like a letter of apology written to my wife signed by the board of directors of the Signet Group. Again, we are happy to pay for the battery.

I do not think my demands are unreasonable because the Signed Group should be aware of what happens in their stores. Also, I’m sure each member can spare the 10 seconds it will take to sign a document. Considering my wife is going without the watch for weeks, and considering the emotional distress this is causing both of us, this is not such a great demand.

The members are: Malcolm Williamson, Robert Anderson, Robert Blanchard, Walker Boyd, Terry Burman, Dale W. Hilpert, Brook Land, Mark Light, Robert Walker and Russell Walls.

I am actively making all of the facts above known to any and all who will listen, and any legal bullying will also be made public. Legal bullying will only serve to further hurt the reputation of the store. The facts stand for themselves.

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