Customers say Kay Jewelers lost their wedding rings

CHARLOTTE, N.C. — Customers in multiple states say Kay Jewelers ruined or even lost their wedding or engagement rings.

Andrea Jackobel's been married eight years and says everything was fine with her wedding band until recently. She noticed the diamonds coming loose.

"I hesitated to take it anywhere because I was afraid it would get stolen or lost or something," she said.

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She took it to Kay Jewelers in Monroe, North Carolina. She says the store told her to come back in two weeks -- which she did -- but was informed that the store couldn't find her ring. She says the store eventually told her loss prevention was investigating.

"My heart dropped," she said. "I said, 'This is my wedding band.'"

She's not alone. Go online and you'll find posts from customers in other states reporting similar problems. Some are on the company's own Facebook page, like "Kay ordered a new ring that came back with scratches then the second ring got lost in the mail" and "I know a girl going through this now."

The company emailed WSOC, "We take any concerns expressed by our guests very seriously. Any concern is investigated diligently, and we make every effort to resolve any potential issues in a manner that reflects our commitment to exceptional customer service."

Jackobel said Kay never did find her ring and that the store let her pick out a replacement, but that it's not the same.

The Better Business Bureau says:

• Make sure your ring is insured,
• Take pictures of it on all sides before leaving it with any business,
• Even if you get it back without a problem, inspect it thoroughly before you leave the store.

If the store blames the shipping company and wants you to take up your issue with that company, don't.

Your relationship is with the store. The shipping company is the store's problem.

Cox Media Group