Help me Hayley: Woman devastated after getting engagement ring b - Spokane, North Idaho News & Weather KHQ.com

Help me Hayley: Woman devastated after getting engagement ring back from Spokane jeweler

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In addition to Jennifer receiving a new stone, Kay also refunded her warranty. In addition to Jennifer receiving a new stone, Kay also refunded her warranty.
SPOKANE, Wash. -

A local wife and mother has spent the past few weeks devastated after she said her original diamond engagement ring changed dramatically after being re-plated. It suddenly had black spots she said weren't there before. When the jeweler wasn't cooperative …she said "Help Me Hayley" to get the spot problem cleared up.

"It was beautiful," said Jennifer Barratt.

The ring was a symbol of love, commitment, and a future of happiness. The diamond that once gave Jennifer butterflies, was filling her stomach with knots.

"I know this ring," she said. "I look at it all the time. I noticed instantly this is not right."

Jennifer took her engagement ring into Kay Jewelers back in May to be re-plated. As soon as she got it back, she said she knew it wasn't right. Black spots are clearly visible inside the stone. It was an imperfection that wasn't noted in the paperwork when her husband bought it.

"I thought it looked kind of funny," she said. "I walked around the mall for a little bit and went back and asked them because there were black spots that weren't there before."

She claims this was the jeweler's response…

"She said it was just clean so now you can see those," she said. "They weren't there before."

Jennifer wasn't letting it go.

"I told them I was contacting you and BBB and suddenly they want to work with me," she said.

The local Kay jeweler referred Jennifer to a national customer service agent. The agent talked to Jennifer on the phone and invited her to see other stones. She said Hayley Guenthner would be tagging along. Kay followed up with this email, reading in part:   

"We have transferred in 3 different stones for you to view at that time. Each of these stones would be a better quality grade than what you originally purchased. At this time we will be offering the diamond you choose out of the 3, as a replacement for no additional charge."

"They would not help me before I contacted you," she said. "Now it's a totally different tune."

Hayley and Jennifer went to examine the diamonds together. Jennifer came out happy.

"I think it went well," she said. "They made it right."

In addition to Jennifer receiving a new stone, Kay also refunded her warranty. We reached out to them for comment. This was their response:

"We take customer concerns very seriously and view even one issue as unacceptable. We have reviewed this guest issue, and are pleased to share that we have worked with the guest to confirm a satisfactory resolution. "

When Hayley asked Kay to explain how this happened, they responded, "please feel free to use the previously provided statement as our response on this matter."

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