Between 2013 and 2014, this store, while simply resizing an engagement ring, did the following:
Resized the ring by stretching it almost to the breaking point rather than adding gold,
Leaving an obvious mismatch when they reworked it,
Banged on it with a hammer in the store to make it round after the repair shop made it... octagonal,
Sent it back again because it was so badly misshapen
Lost the ring,
Said they found the ring, but it was not even close to being the same ring,
Lost it again...
And through all of this, claimed no less than 6 times that they tried to call us (no records on our phones)
Ultimately they replaced it, but had to have it made from scratch somewhere overseas (so we wouldn't have it before the wedding!)
Unfortunately, when we took the engagement ring in the very first time, when we still had hope in our hearts, we purchased my wedding band and had to have it resized smaller.
The center of the seven diamonds fell out recently.
They had stretched the setting, two of the other diamonds are also loose.
We had to take it back to the store for repair (we bought the warranty, thank god.)
So, like two Alzheimer's' patients, we went to the store to have a ring worked on.
Because the hope in our hearts had withered to a dark, cold, damp, shriveled headcheese, we had the presence of mind to ask for the manager to take care of having this done.
She was sooooo sorry to hear the reason for our apprehension.
She PROMised to make Extra Sure(!) that it would be done properly.
She told me not to wear it in bed because "hair can loosen the diamonds and make them fall out."
The ring came back.
Where there used to be two flat bevels with a satin-like finish (I, thirty years as an engineer in the metal-working industry, was very taken with the design,) there are now NO bevels, as the repair shop didn't look at a picture or anything before buffing out what they apparently thought were giant symmetrical dents.
The bevels are gone, now rounded away. All of it a high polish, no cool little surface textures.
The clerk who returned it to us (no sign of the manager) said they would just have them apply a "brush" to the finish, because they didn't actually remove any metal. (Yes, they did.)
He tried to find another ring to show us, but could not find one in the store.
Or on their system, with the SKU number right in front of him.
(Funny thing, we had NO problem using GOOGLE to immediately find pictures of the ring.)
Regardless, Don't tell us there's nothing wrong with it, dude. We know what it looked like, and you obviously do not. Do not argue with a customer just because the concept of "Google" is lost on you while trying to prove to us that they didn't just screw up the ring. (Because that would be bad for the store if they did.)
One of the sales ladies saw it and agreed with us; her husband has the same ring and she knew instantly that the shape of our ring had been altered. The clerk assured me it would come back as good as new with the "brush."
We do not believe that.
So as we now wait, we called the customer service number and explained our utter amazement at how badly they screwed up once again.
The customer service lady is going to call the repair facility, because she does not believe they can repair it.
She said they would replace the ring if it was not able to be repaired.
Kay no longer carries that ring.
We also found countless reviews from people who have had diamonds fall out of these rings.
For the service they have provided us
For the quality of product they have given us
For the quality of workmanship they have given us
They should be ashamed.
tl;dr - Second time, with the manager's direct involvement, a ring getting resized is ruined by the repair shop. Second time, they have to replace the ring. Second time, they no longer carry that ring.