“It was flat-out theft.” That’s how one woman describes her experience with Kay Jewelers, which is facing a barrage of complaints from customers who say their jewelry was lost or damaged — or even that the diamonds in their engagement rings were replaced with fake ones.
Chrissy Clarius tells BuzzFeed she took her one-carat diamond ring for an inspection at Kay every six months for five years—a condition of Kay’s lifetime guarantee on its jewelry, reports the Consumerist .
Her ring was sent for repairs three times before an employee noticed the engraved serial number on her diamond was missing.
While Kay maintained the stone was a diamond, two other jewelers determined it had been swapped with moissanite — a less expensive stone.
BuzzFeed tracked down seven other women — including some who’ve gone to police — who said Kay had replaced their stone with poor-quality or fake diamonds.
One woman says she asked for a new setting but had her diamond replaced with one with a visible flaw. Now, she doesn’t even wear it.
“It’s not the diamond my husband got for me—it has no sentimental value for me anymore.”
A rep for parent company Signet says “every year we’ve got millions of transactions and millions of repairs we are processing in our stores,” and such cases are “minimal.”
A Kay manager adds store policies — including that employees check for certification numbers — are meant to ensure stones aren’t swapped out.