The ring that was purchased on November 8th, 2008 was 1.5 carat total weight. This weight included nine diamonds: one center and four supporting. This ring was picked up at the end of November 2008. After receiving this ring two months later in February 2009 I had to take it in because it had 4 loose supporting stones. After 2 weeks it returned. Another two months went by and the same stones were loose yet again. This process happened 5 times in less than a year.

The fourth time the ring was sent out it was to be “dipped” and the four stones to be reset. After receiving the ring back, I immediately took it to a private Jeweler to make a matching wedding band. The owner, noticed that the same four supporting stones were loose and the center diamond was set on a tilt. He told me the only way to fix the supporting stones was to have the ring rechanneled, which is a fairly easy process he stated.

I then took the ring back to Kay Jewelers to have the center diamond set straight and the four supporting diamonds reset correctly and I told them how to fix it according to the other jeweler. The store manager, stated that she would have the manager at the jeweler they send it to look at it personally. After another two weeks I received this ring and noticed that the ring was not rechanneled, but six of the supporting diamonds looked almost half the size and way darker in color. After asking the manager if the Diamonds were replaced, she stated they had to be in order for all the supporting diamonds to fit properly.

Furious, I took this ring immediately to the private Jeweler and had him look at the diamonds. He stated that the supporting diamonds were darker in color and way smaller. After he measured the diamonds it turned out that the total weight of this ring was now 1.3 carats which is way less then my original purchase. I had a wedding band custom made to match the original size diamonds, and now the two rings will not match.

After talking with customer service from Kay Jewelers they stated there was no record of them changing out the stones and there was nothing they could do. This ring is now .2 carats smaller than my original purchase and is not the same ring that I purchased originally. This has happened too many times that I saw on the complaint list from Kays. Do not shop there if you want good service and good quality. Ask them to measure each diamond in front of you and it is normal practice for a retail jeweler that they can sell a 1.5 carat ring when it is only 1.3 carats. This would be a felony theft charge in the real world. What Happened !?