Kay Jewelers has located and returned the missing rings of a woman who accused the store of stealing her jewelry in a viral Facebook post.
In her September 28 post, Requitta Darshae East said that three months after bringing her rings in for servicing, they still hadn’t been returned. Despite numerous phone calls and visits, the jeweler had not come closer to resolving her issue. The post was shared over 1,500 times, and numerous commenters stated they’d had similar experiences with the Signet subsidiary.
After the post, Signet was in touch directly with East, as well as with many of those who also reported issues with the company.
In an effort to correct the problem, the divisional vice president of Kay and its vice president for the midwest region flew to East’s home in Chicago. Kay had located the missing rings, which had accidentally been shipped to the wrong store. The Kay management team also addressed the failure in the chain’s servicing and customer-service departments, she said in a second post Saturday.
“It is very evident that they believe in restoring the trust of the customer in the company they represent,” East wrote.
Kay’s management will make changes to its customer-service department, and review its processes, including employee training, to ensure these issues don’t occur again, she added.
“We’re pleased that we could reach a satisfactory resolution with Ms. East,” a Signet spokesperson said in a statement to Rapaport News Tuesday. “In line with our policy to run down all customer experience issues once we become aware of them, and to make things right if an error occurred on our part, we contacted any customers who replied with similar concerns to learn more about their specific situations and resolve any issues.”
Image: Requitta Darshae East with her returned rings. (Requitta Darshae East/Facebook)