Zales Reviews 178

I want to compliment the sales rep at the Collierville Tn store in the Carriage mall. (James) He is an AMAZING EMPLOYEE!! I had my wedding ring repaired and what was supposed to be a two week process turned into almost two months. My ring guard was broke. James kept me very calm throughout the ordeal. He was informative and he set clear expectations even some of the news he shared concerned me. He assured me he was going to do all he could to get the issue resolved and he did. He clearly shows he loves his job and he cares about the customer. I was a customer service manager for almost 30 years. It would have been an honor to have him on my team. The end result made the wait worthwhile.

If the star had a ZERO star I would put ZERO‼️ My husband got my wedding ring from zales 3 months ago and always make our payments on time. Today we noticed a late fee of $41 and called about the issue. The gentleman who helped waived the fee but noticed there was another one. After hearing that I was pissed and asked to speak to a supervisor. I was connected with Eddie who after hearing the issue immediately hung up on me. I called back and spoke to another guy who explained even if a payment is made on time you will get charged a late fee waiting for the payment to process which can take 24-48 hours. I explained that if a mailed in check has to be received by 6pm EST why can’t I make an over the phone up till 6pm EST. He told me that the late payments are an on going issue with other customers and that maybe a change will take place soon. I said no they aren’t going to change anything because they are counting on their customers late fees to fill their pockets. All I can say after that is that he DID NOT deny what I said. As much as I hate to say this. Zales has lost me as a customer. I don’t like scammers and Zales banking seems to be on par with scammers.

I, Hade A Exceptional Retail Experience At Zales Jewelry Located In Santa Rosa, California.
I, Was Returning A Item Previously Bought Earlier, And Rosie Greeted Me, And Provided Me Expertise In Resolving My Return And Refund Quite Simple. Rosie Also Showed Me My Birthstone Rings I, Mentioned To Her About Earlier, I'm Thrilled To Say, I, Purchased The Ring, With Rosie And Staff . My Experience At Zales Was A Very Easy Going Memorable Shopping Experience. Good Customer Service At Zales Jeweler's In Santa Rosa Store. Five Stars To Rosie And Staff.
From; Carolyne C. Rohnert Park. California.

Purchased an engagement ring and band. Right at 1 year a side diamond fell out. Contacted them and they informed me that there were NO Zales stores near me and I should have known to take it to a local jeweler to inspect and have the report sent to them but NOBODY told me to do that even when they sent the ring to an address they clearly could see by the zip code that it was non where near a Zales. now they want me to send it back, pay for the diamond and the report and wait a month to get it back. What a joke! I told them it was a brand new ring and i wanted it replaced. So far just a phone call tell me “too bad we can’t do anything until you send it it and we look at it and charge you and give it back when we are darn good and ready”. 1 year old ring should not be losing a diamond. Have always purchased from zales and won’t do it again.

I’d give them zero if possible. After a ton of planning and research to find the right engagement ring, I found one online. I went to their entire order process and paid in full. Over $2700 for them to tell me after taking the money out of my account 10 minutes after I place the order that the order is canceled due to it being out of stock if it’s out of stock, why is it on the website. And why did they take the money? Which now I have to wait up to eight business days to get back if it takes 10 minutes to tell me that the order can’t be completed then it should take 10 minutes to get my money back so I can shop somewhere else because I will never shop at this place again

Had insurance from them for 10 CT diamond bracelet latch broke in week fixed it broke again and bracelet was gone this time they told me too bad

They change delivery date 24 hours after purchase.
Then they will not accept cancellation even though item is on a 3 week back order
They claim 60 minutes after purchase.
So, they don't care if you get the engagement ring or not.
Terrible, terrible customer service!

I DO NOT recommend ordering from them! My entire purchasing process was an absolute nightmare!! Their website was “messed up” and kept showing FREE shipping all the way up until it actually charged my card! Like on the order page it still displayed FREE SHIPPING and had 0.00 as shipping total. I contacted CS who informed me that that was incorrect and basically too bad so sad. They charge your card but don’t place a hold on the amount until the item ships which again THEY DO NOT TELL YOU causing the money to go back into my account but also causing my checkings and savings accounts to get messed up! I have a very strict savings schedule and account for every dollar. I will NEVER EVER ORDER FROM THEM AGAIN!

Well I tried to order some items from them under a 30% off sale. The items showed as in stock. I talked to customer services via live chat and email and they were friendly and helpful. I ordered them for delivery to a friend in the US. 3 days later the order was cancelled citing no stock. The item was still showing as available to buy on their site. I talked to them again via email and asked if it was definitely out of stock or if it was a payment issue and they said they couldn't confirm but to phone up customer services. I placed another order, with just one item, with the same payment details, and that was cancelled but this time the reason was payment information. I phoned up customer services, and asked if they could confirm the reason for cancelling was and whether they definitely did not have stock or not and they said they couldn't help but the reason on the email should be correct. But I could place another order with different payment method and see if it worked. But now their 30% offer had ended and although the person I emailed said they could honour that same deal, the person on the phone said they couldn't. So I declined, given the price was worse and most likely they didn't have the items anyway. The phone calls to them cost me about £9. It seems ridiculous they can't confirm stock. There are sites around who show items available to order but if you ask them about stock they tell you, but not this company. A huge waste of time. Customer services were friendly but not of any use where it matters, which is the company's fault nor the customer services' fault.

Zales is a nightmare to work with. They also hide bad reviews. I saw this beautiful snowflake ring (the photo shows a bridal set but they don't tell you it's only the engagement ring, that was fine though, I bought both.) I purchased it with the money straight up, no credit, and they waited a week before abruptly cancelling it. I had contacted my bank prior to this to tell them I was making a big purchase and they said it was no problem... Anyway, I contacted Zales and they told me my bank cancelled it, which was a lie, I contacted my bank again and they were confused saying the transaction was cancelled by Zales without an explanation. So... Zales was pointing at my bank while my bank was pointing at Zales. Cool. Anyway, I tried buying it again (which I should've just went with Etsy) and they waited even longer, so I just figured it was cancelled again. I decided to go with Kay and on the same day Zales decided to ship out the engagement part of the ring, cool! I got it and it was very pretty, snags in things but that was to be expected. The second one just arrived today and it's the cheapest piece of junk I've seen. It has a giant "made in China" sticker (we can tell Zales.) Want ti know the best part? It doesn't even fit together. It's supposed to be a bridal set but it doesn't fit together at all and look like crap. The wedding band is incredibly thin and cheap, so I basically spent nearly $4k on a piece of junk I could've gotten from a ¢25 machine at a grocery store. I don't recommend them. I wrote a review and they hid it, along with anything under 3 stars.

I received a ring from Zales as a gift. After less than 18 months, the setting fell out. Zales will not repair my ring unless I pay for the labor and the replacement stone. I checked their extended warranties and lifetime protection plans. None of them cover the cost of replacement stones and only the lifetime protection plan will cover the replacement cost of diamonds. So now I have an ugly frame for a ring and I will have to fork over even more money, on top of my giftor's purchase price, to have something that I would wear. Make no mistake, Zales---and Kay's by extension as a sister company---*will* not stand behind the products they sell, unless you are willing to fork over even more money for an extended warrantee that covers nothing more than the bench fee of their repair service. And don't forget, any piece of jewelry that you might wish to sell, will bring only a fraction of the original purchase price... maybe 25% at best.

I got a sapphire bridal set for my fiance as her engagement ring and wedding band. In less than 4 months it's been in for repairs FIVE times because the band broke and stones fall out CONSTANTLY. We were given all the excuses, don't wear it to work, desk jobs are the hardest on rings, don't wear it to bed, don't wear it in the shower, etc. So when CAN she wear it?! Wedding rings are made to be worn! After weeks of screwing around with corporate customer service, I finally hear back from someone saying they'll replace it with a "more durable" ring made of gold because silver "doesn't hold up" (what?!?!) So we go to the Appleton, WI store and spoke with the manager, Kayla, who was VERY nice and said they'd figure something out but she has to speak with corporate and they were closed already. I get a call the next day and they're giving me back what i paid for my ring, but offering me a whopping 25% off a new ring AND I have to buy ANOTHER protection plan! I know the markup on jewelry and I'll be DAMNED if I'm giving them any more of my money knowing they're jewelry is this unstable! I got the ring because I can't afford anything super fancy right now and this is the style she wanted, but to get something similar made of white gold it would be an ADDITIONAL $625 AFTER my supposed "savings"! HELL NO! I'm going to make sure EVERYONE knows about this, including all of my social media following. They did NOT make this right, especially considering they've had the ring for repairs more than my poor future wife has been able to wear it! DON'T BUY THEIR JEWELRY AND DONT BUY FROM ZALES!

My husband purchase my engagement ring from zales in 2001. I have had it repaired a few times out of pocket because warranty is only for diamond replacement as long as you get it cleaned ever six months. I had done this until COVID when store was closed. Took ring to get prong fixed and was informed that diamond was chipped and to repair ring it would cost around $800 since I had to buy a $400 diamond. I offered to sell the other 4 diamond to them and was told they don’t buy back but I could trade up (which is really a trade down unless you want to spend several thousand more). Also asked to fix prong with out replacing diamond and the said they could not repair without replacing diamond. Called customer service to see if they would replace diamond and they refused bubbled it up to supervisor and zales would not stand behind ring. seems to me the diamond warranty is a gimmick because if you don’t go every 6 months for inspection the warranty is not valid. Who doesn’t forget a cleaning now and then. So you may want to look at companies that don’t require a cleaning to keep warranty valid. I do not recommend zales.

So, I dropped my gold necklace off for repair 12/08/22 and was told it would be ready for pick up in about to weeks and that I would receive a call and an email which I never received either. I waited about a month and a half called back they advised it still was not back yet and they would reach out to me. Fast forward I called about a week ago inquiring about the necklace they said it was ready. I went today to pick it up and the female was on a video call for about 10 minutes another rep came over. I explained I came to pick up my necklace. They then took it out the pack took pics and tried to just hand it to me, I asked for a box. I kept looking at the necklace because it looked dull and kind of long. I get home later and just happen to try the necklace on and the necklace was so long it was hid deep down between my breast. This is Not even my necklace. I'm livid right now! It looks like cheap gold! Hopefully this was some type of mistake but I really feel otherwise after reading these reviews. Going back tomorrow and will update the outcome.

My experience in store was good, the representative was very pleasant and helpful. Now to the bad part, we cleared the account on or before the due date in Oct 2022. The automated system said $225 balance, we paid it in full. I called back the automated system in November just to be sure it was cleared because I didn’t get a statement and it said I owed $4.13. I said ok, and paid it in full. Only for us to be receiving calls in March of 2023 saying that our account is outstanding and has been referred to collections. I’m like ‘what!!!’, because I know we paid it off. We called Zales customer service only for the csr and his supervisor to tell us that the balance provided by the automated system is not accurate because it does y provide us with the residual interest accrued up to that date. So basically what they’re saying at Zales is that their system doesn’t provide you with the accurate balance so if you use the automated system and think you’re finished paying, think again, because accrued residual interest will be added to your account each month after that, plus late fees. And this additional $4.13 accrued interest that we didn’t know of, grew to $44 before they reached out to us, and in turn affects our credit, all because their system doesn’t provide accurate information , which I think is just plain robbery. Shoppers, be careful of Zales, we definitely won’t be buying anything else there. So I made the payment of $44 today, and I ask ‘does this clear my account’, he’s like ‘no it doesnt… on the 20th, accrued residual interest of about $2 will be added to your account again….. it’s in your terms and conditions’. According to the supervisor, the only way you can ensure your balance is paid off is not to depend on the automated system or their online website, (which they push you to use), but you have to wait on the phone to speak with someone who can calculate accrued residual interest and let u know.

I placed an order on February 4th 2023 with Zales. It advertised expedited of 2-4 days. So I placed the order based on that believing it would easily be in by the February 12th which was 8 days away. Twice the amount of time stated for shipping. When I received the confirmation email it had February 14th as the latest days to arrive. I went ahead and let it be thinking that’s the latest so surely it will be here by the 12th. February 10th six days later I received email stating my order had just now been processed and was being prepared for shipping. I contacted Zales immediately and asked why such a delay with processing. They stated the item was a special item not in store so it took longer. I asked where that information was made available for the customer so they knew delay in shipping would be imminent. They responded by saying the information was not available for customer. I told them I needed it by the 12th really and they informed me that the delivery date given was the 14th. I said that was already and they should have made that processing info available to customers. They said they gave a February 14 delivery deadline and it would be delivered then. Very rude and then ended chat before I could say anything. I contacted again and was refused information on corporate office or upper management contact information. I felt I had no choice but to wait. The item did not arrive until the 15th. I contacted them again informed them. They said UPS was at fault. I stated shipping with them was Zales choice snd they were responsible for fulfilling the transaction. They said I could call UPS but there was nothing they would do. I asked again for corporate contact and was informed there is no corporate office contact. They would not even reimburse me for shipping. They then ended chat without me even being finished. This is unacceptable business being didn’t. I was guaranteed a date and they did not fulfill there contract.

Zales the diamond store I can’t say how much I loved zales there customer service there jewelry I can’t say more wonderful things about zales. The other day I was looking for something cute not really expensive for my mother in law and The Manger Anna helped me and pointed me into one of there necklaces that they had and it was wonderful it was in my price range metal of the jewelry was good it was silver it was gorgeous mother in law loved it and wears it everyday thank you zales family my experience was wonderful

DO NOT ORDER FROM ZALES! SO I'M GETTING MARRIED 1/27/23, I ORDERED MY FIANCÉ A RIND 12/22/22 EXPECTED DELIVERY 1/6/23 I RCV'D MY PACKAGE OPENED IT TO MY SURPRISE SOMEONE ELSES RING I CALLED ZALES RIGHT AWAY, THEY STARTED A CASE, THAT CAN TAKE UP TO 14 BDS I STARTED TO PANICK AND CALLED ZALES LOCATED IN PLAINFIELD,IN AFTER FIANCÉ LEFT MOTHERS FUNERAL, IM THINKING OK THIS WILL GET CORRECTED WHEN I GO TO THE STORE , AFTER SITTING THERE AFTER 30 MINS. TOO MY SURPRISE THEY COULDNT HELP ME TOLD ME HOLD ON TO SOMEONE ELSES RING I TOOK IT UPON MYSELF TO LOCATE THE INDIVIDUAL BY NAME AND LOCATION TO INFORM THAT I HAD HIS RING AND HE WAS UNAWARE OF THE mess UP AND WAS PLANNING TO PROPOSE TO HIS GIRLFRIEND.....KEEP IN MIND BY NOW ITS 1/10/23 HE GOES TO PICKUP RING GUESS WHAT THEY DONT HAVE IT 1/11/23 HE CALLS ME AND INFORM ME THAT THE STORE IN MN HAS MY RING CLERK CALLED ME FROM MN TOLD ME SHE'LL HAVE MY RING NEXT DAY AIR, I AGREED TO DROP HIS OFF AT A ZALES LOCATION THE PROBLEM I HAVE IS NOONE HAS CALLED ME ABOUT MY CASE, ZALES FAILED TO INFORM THE CUSTOMER AWARE OF THE MESS UP, ZALES MESSED UP THE GUY PROPOSAL HE HAD TO TELL HIS NOW FIANCÉ....I WANT A REFUND REALLY BUT DONT WANT TO GO THROUGH THE HASSLE...AND HOPE THEY CAN OFFER THIS GUY SOMETHING FOR THEY'RE SCREW UP IF YOURE READING THIS PLS CONSIDER KAYS OR

I order two sets of earrings for my mother for Christmas expecting to receive them shortly after Christmas never received the earrings one set of earrings was delivered to Illinois I live in Ohio the other side of earrings are still supposedly due to be mailed off but they said they were mailed out also nothing has been corrected they have not issued me a refund and nor have they fixed my situation I am furious

We have been shopping at Zales for years and have never been treated so poorly as today when we were there to get a repair on a previous purchase. A salesperson by the name of Quynh accused us of stealing the necklace, we were there to have repaired because I did not have my receipt, from a year ago. I asked her if she could call customer service to get the information. She said, “no but you can.”
I did call customer service then she did not believe customer service and said that I was fraudulently was giving her the wrong diamond numbers!
Customer service had to then call the store directly and ask for Quynh.
She still treated us like thieves and never apologized.
We were a complete inconvenience and liars to her.
I am completely appalled at this customer service after we purchase the warranty on the necklace a year ago, proved it to her, still she treated us like thieves!
She never gave an apology or anything.
This is absolutely unacceptable behavior from any employee!