GOLDSBORO, NC (WTVD) — A diamond is forever. At least that’s the hope, especially when it comes to your engagement ring and wedding band on your special day.

When you bring these rings to a jeweler for repair or inspection, you are sure that nothing will happen to your rings. However, for Peggy Bell, that wasn’t the case after the jeweler lost her rings.

“These rings are special rings. Forty years old! My diamond ring is years old. I’m emotional and I have a problem behind.”

Her husband bought her engagement ring 40 years ago from Kay Jewelers and has purchased several others over the years, including her 25th anniversary ring.

To ensure that the rings are covered by the Kay Jewelers warranty, she took the rings to the jewelers for inspection. At the most recent inspection, according to documents from Kay Jewelers, all of her rings needed repairs or cleaned and polished, so she left her rings there. When she returned to the jeweler to collect the rings, she couldn’t believe what an employee told her.

“‘Didn’t the manager call you to tell you the jewelry was missing or lost?'” Bell recalled.

She said she was sure they would try to find the rings. So Bell tried to be patient, but eventually her patience ran out.

“Your manager signed for my jewelry, so where is my jewelry?”

The rings are never lifted. So Kay Jewelers agreed to replace Bell’s rings, which they did, but when she took them to an appraiser, she was told the rings weren’t of the same quality as the lost rings.

Bell said his appraiser told him, “Return them to Kay Jewelers because the quality of the diamonds were not good; they were poor quality diamond rings compared to what I had.”

Bell gave Kay Jewelers another chance, but after months of waiting and still no solution, she turned to tow truck Diane Wilson for help. Suddenly, the case gets carried away.

“When you got involved, that’s when things moved, moved faster,” Bell said.

Jamie Singleton, president of Kay Jewelers, said of Bell’s case, “For over 100 years at Kay, we have proudly helped millions of customers celebrate life and express their love. We take customer service and product quality very seriously and sincerely apologize to Ms. Bell for failing to meet our own standards. Personally, I have reached out to Ms. Bell and my team will stay on the job until she is completely satisfied.”

Kay Jewelers worked with Bell and replaced all of the rings she lost.

“I’m very happy with what I received from Kay’s,” Bell said. She said the jeweler even gave her an upgrade on her main wedding band. “They redone my jewelry and gave me a three carat one, then redone my rings. I have my papers now to prove all my values.”

Bell said she was happy it was all behind her and grateful it worked out. She tells tow truck Diane Wilson, “I really want to thank you from the bottom of my heart for everything you did to get my jewelry back.”

the Troubleshooter Takeaways when it comes to something valuable, make sure you have photos and documents to prove the value before handing it in for repair or inspection, and if there are any issues, document everything.

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