So my wife purchased a nice watch for me for Father's Day (well slightly late). She had the best of intentions, and we had spoken on many accounts of what watch had suited me. She was actually "gun shy" about
purchasing a watch as there were just so many minute details I had specified on (Scratch resistant Sapphire face). She had finally took a dive, she visited a Kay Jewelers in our local area and spoke with the man who we would discover was a classic deceitful, bow-tie thug. Next thing that occurred was, lie after lie. She ended up picking up the watch after speaking with this "sales associate" believing this watch was going to be exactly what I needed.
I finally receive the watch, and it is gorgeous. I check out the back plate to see if it is sapphire, and to my dismay, it is not. My wife had explicitly mentioned that the "associate" had told her it was "scratch resistant". Well I took her word, who in turn to the "associate's" word.
After a few days, a few minor scratches started to appear across the face. I performed no strenuous activity at that time with the exception of removing the watch before going to bed, to only put it back on once again in the morning. So we made a trip up to Kay. I showed them the watch, and I was told "The watch is scratch resistant, NOT scratch proof". I became suspicious about their particular wording that day...
Background: I was given a Seiko for Graduation upon boot camp when I was in the military. I wore that watch EVERYDAY through regular standard days (office environments, clean rooms etc), to environments you would never wear a watch like that (sand, dirt oil, mud etc). I wanted it (the Seiko) to be my everyday watch. The face was Sapphire, so after nearly 8 years, 4 of them being military, The watch band and part of the frame of the face were chipped away, colors fading, yet the Sapphire face was clear as day. Truly remarkable. The watch itself had finally given way which led us to the purchase of this new one.
So I wore the watch for about 3 more months watching the scratches build up considerably day after day. The time was barely visible through all the deep lacerations. This was becoming unreal, I think a cheap little $10 watch from walmart would have survived day to day business better than this! By the end of my "3 month, just deal with it" attitude. I returned the watch to the store. Of course it was too late for a refund or exchange, HOW CONVENIENT for them to push me away until I was outside of their 30 day range.
They had asked me if I would like to send the watch in for "repair" (which I was told would take 4-6 weeks) and put sapphire or some other scratch resistant face in. Of course I obliged to the idea. Sucks all this has happened, but at least in the end, I would be satisfied, right? I wanted to keep the watch as my wife had chose it for me. So off the watch went...
1 month later. I receive a call, "Sir we are unable to replace the "glass" with anything other than "mineral glass". What would you like us to do?" So it took one month to get that far, this is going to be exhilarating! I had asked them to just put that BS mineral glass in place so I could at least read the time. I guess I would just put the watch away since I would not be able to put it on or take it off without severely damaging the fragile window of time.
Another month down the road. I have heard nothing. NOTHING! So I call up good ole Kay, "Have you heard any news on my watch, where is it, is it repaired etc?" They say it shouldn't be but a few more days, as the holidays were current. So again, I give them the benefit of the doubt...
Week and a half later, after the holidays have subsided, The hard working American public is back back full swing working their 9-5s. I make another call for an update of some sort.
ME: Has there been an update on my watch?
Kay: Yes sir, we received word they (the shop) can not change the glass to Sapphire nor any other kind of scratch resistant face. What would you like us to do?
ME: You serious??? I just spoke with you all about a month ago about getting this repair done immediately, I was also told a few day ago, that the watch was still in the shop for the holidays, and it would be a few more days before it is returned!
Kay: Sir, we will let the shop know you want the watch repaired.
So what did I miss? Did two WHOLE conversations go on regarding repair, and wait time not exist. Further on did they just talk to me like I was some delusional idiot? Well at least that's the way it felt.
So I made a trip up to Kays only to speak to the manager who did not budge, and only stood his ground. I guess that's good, but for a legit request, I think it may have been bad timing as this has only dug a deeper hole. After speaking with the manager, and making no progress, I decided to write Kay's "customer support".
The emails:
First one I will not duplicate here, as it just sums up all of the above. Probably could have been written more tactfully though. I agree term like conned, thieves, thugs in suits were probably were probably not the best considering my situation (being at the disadvantage). But what can I say, it's the truth.
Their reply (names changed to protect the guilty):
I received your e-mail regarding your watch crystal. At Kay Jewelers, we are committed to exceeding our customers' expectations. I apologize if you believe we fell short of that commitment.
I spoke with Derek, the store manager. He explained that he trains his staff not to describe a watch crystal as scratch-resistant for the simple reason that nothing in the case is scratch-resistant. Even a sapphire crystal, if we could have obtained one, would scratch under some circumstances.
Unfortunately, our vendors do close over the holidays. I apologize for your inconvenience. However, Derek informed me that he agreed to do the repair at our cost, or $XXX. You are a valued customer and we appreciate your business. I hope you will give us another opportunity to be of service.
"Megan"
Customer Care
Since this email did NOTHING but infuriate me, I sent another reply...Again, maybe I could have been more thoughtful when piecing it all together.
My reply (names changed of course):
Megan,
Thanks for your reply, but I still feel this matter must be addressed in a better matter. But it appears as if no one is willing to take responsibility for the situation.
I have also spoke with Derek, and I understand he trains his staff to with the best intentions. However, he was not present when this transaction took place. So he can not say one way or the other. He will always back his employees, as what a good manager should do. So I have no ill feelings for him doing just that. Yet, I am still going to go months with no watch that we paid a considerable amount of money for, AND does not carry the proper specs in which we were told, being scratch "resistant". I don't expect scratch "proof". I DO know the difference between the two.
So from your current reply, I take it as I will be stiffed with a watch that will scratch on everyday ware and will last no longer than 6 months, unless I turn it over to you for repair and go an additional 3 months with no watch and pay what ever the cost maybe. Is this correct, please let me know so I can understand 100%.
signed ME.
Their Final reply did nothing except apologize for screwing completely over. Thanks KAY!
So this is where I stand currently. I did not post a blog until I realized I was being scammed by Kay's. I wanted to offer them the opportunity to make it right, but I guess that won't happen. Thus here is my story/rant.
So anyone want to buy a watch? ;)














