Zales

My fianc and I purchased an engagement ring at the Tyson's Corner, VA Zales store. The store manager, Jen, was our sales consultant. We told her - expressly - that I did not want a white gold ring. I wanted palladium (a rare, naturally white metal). She told me any of Zales' rings could be "upgraded" to palladium in exchange for $150. We picked out a ring - the celebration diamond ring with a cathedral setting. We paid $150 for the ring to be made in palladium. The ring came in and Zales gave the ring to my fianc, explaining again that this was the "palladium" ring we ordered.

Upon delivery, my fianc didn't notice (but I did) that the jeweler did not give us the celebration setting - instead, he gave us a generic tiffany setting. Because palladium is a rare metal, I assumed that the jeweler may have had difficulty obtaining the ring; this was the only setting available in palladium. I decided the replacement was okay, because I really wanted palladium. I didn't contact Zales at this time.

However, a professional, independent appraisal revealed that the ring was actually white gold, not palladium. I contacted Zales to see what they would do to fix it. They offered to get the original in palladium or upgrade to platinum. That sounded good, but after the jeweler told them he couldn't do it in palladium, Zales said my only option was to allow the jeweler to choose a different ring with a cathedral setting and reset the ring in that setting.

That's ridiculous. Zales breached the sales agreement as well as multiple express and implied warranties of fitness and merchantability. I would love to sue them. Also, the manager Pam told me that I was not the first customer that had come to her complaining that the Zales store had sold the customer something inconsistent with the claims made at point of sale (e.g., appraisal revealed significant inconsistencies with Zales representations of the goods). My fianc and I relied on Zales' expertise to pick out the right ring and order it in palladium. When we found out the switch and complained, Zales didn't even say they were sorry. How many other customers have they done this to? I wish this would get exposed on the ** or some other bridal website.

I was introduced to a promotion item when in the store having a repair made on earrings. My wife wore the necklace and broke out after one day, to the point of needing medical attention. When we went back to Zales, the agent said she was allergic to silver even though she has worn a silver necklace almost daily for years. We requested a different replacement necklace and were offered to return. No, I am sorry, we care nothing.

I am a repeat customer at the Zales Outlet store on Carpenter Freeway in Dallas Texas and I have bought many items there and never had problems before. I bought a silver ring at the Zales Outlet store in Dallas on 12/17/11. I paid $97.00 for the ring. I was told they could size the ring for me and I could pick it up on 12-31-11.

When I went to pick up the ring, I discovered that they charged me 2 repair charges since they said the ring had to be sized up 2 sizes. I was not told there would be 2 charges; $49.00 + $39.99 plus and additional charge for cleaning the ring up, another $19.99. In total, they wanted $119.00 to size a $97.00 ring. To make matters worse, they didn't add any additional silver to the ring. They simply stretched out the existing band, making it quite thin. When I complained, they did knock off the $19.99 charge. So I paid the price of the ring to have it sized! I am angry about this and feel that I was badly used in this exchange.

I brought rings in for routine maintenance. And they need to keep a rare ring that I had bought my daughter for her 21st birthday and get 2 prongs fixed. They said it would be about 2 -3 weeks. I kept calling and they said that is was not back yet. Almost 2 months later, they finally admitted to me that the ring was stood from the small jeweler, that they sent it to be fixed. I asked for police report. They told me there was none. Then, when I pressed, they said they could not give that to me. They kept lying to me over and over. We went round and round. Finally about 6 months later, they sent us just what we purchased it for (because I still had the sales receipt). The money meant nothing to us. We wanted the ring. My daughter cried many times over that ring. I will never buy another thing from Zales. And let me tell you we have spent thousands there. I hate bringing things into them now for service. And I have 2 rings in there now that have been over 6 weeks. I was told they would be ready last week and I still got nothing.

I ordered a necklace online and received the wrong one. I called to return it and the lady said they would mail me a return label, then I had to mail the wrong item back. Okay, that's fine. Then, she told me they will credit my account minus the shipping I paid and if I still wanted the necklace I originally wanted. I would need to reorder it! Oh no! So I went to the store, the lady was worthless and told me the store and online are different entities. So I left to call Zales back, went through the same ** and I said just send me my label so I can return it and I will never buy another item from Zales! I told them they will refund all of my money. It's not my fault that their ** employees can't read and send the correct item. The next day, a lady called me and wanted to know exactly what I received. I've told my story twice to two different people. What else do I need to explain? Poor customer service!

I would give it 0 stars, however that is not an option. Oh, where to begin? My boyfriend had been putting miney down on a ring, for his ex girlfriend. The total of the ring was about $8,000.00. The amount he had down was $4,032.22. Now after we started dating he had relaized he still had that money down. At this point we already lived in florida, so we drive back up to huntsville alabama and applied for a refund. He gave the employee our NEW address! Someone, somewhere messed it up. We applied 1/16/2011 we were told it would take about 3 weeks to get it. In february, we were informed it had been sent and confirmation had been told of its arrival. It was not in our mailbox. They sent it to his exs old address. We called immediately to have a stop payment put on the check! We were told that it had NOT been cashed. The day before this, my boyfriend and his bank (regions) finally found a way to close their "co ownership" account without needing her consent.

So here we are in august of 2011, just informed today that the check had been cashed. We have been waiting and the check has been in transit, for FOUR months now! Now it is sitting in alabama under "suspicion of fraudulancy". And there is a good chance we will never see that money cause of a mistake THEY made! And they are not planning on in any way reimbursing us. Bottom line! This isn't the first bad expirience I have had with zales!

I purchased my husband a bracelet on 7-15-2007 at another location. When we moved to Lafayette, I started using the listed location. I have brought in the bracelet for regular cleanings and the last time the bracelet was sent out, it came back polished, bright and shiny, which you think would be great, but it was a Satin finished bracelet. Since that mishap, the pins have been falling out one at a time. Each time I brought it in, it would take 3 - 4 weeks before I would receive it back. Once, I picked it up in the afternoon and gave it back to my husband and he put it on and not 15 minutes of wear, another pin had fallen out. I asked the next time if they could just have all the pins epoxied like the one that was done previously.

I was told they would make a request and when I picked it up, only the one pin had been epoxied. This has been going on now for nearly a year, if not longer. The store manager, Lindsey, was very rude and I did email Zales Corporate to notify them of my experience. I did not receive anything back. Finally, when I had a chance to take the bracelet back (June 9, 2011) I called corporate before I went. I was informed they had emailed for the store location, but had received no response. I told the lady I spoke with what was going on and she started a case for me and was notifying the District Manager and he would be in contact with me within 2 business days.

I then dropped the bracelet at Zales and informed the clerk of my case and the situation and she did remember the trouble I had been having. I called the store because I had not heard from the DM to see if he had been in to see my bracelet. I was informed he was not and he would be emailed to contact me by Lindsey. I also called Corporate on June 16, 2011, because it had been a week and no word back. I was given his office number because the lady on the phone said "that was very unusual of that DM". So I called and was told he had been on vacation the week my case was opened, so I left a message and I have still not heard back from him.

Today, June 17, 2011, I called back Corporate and informed them I have not been contacted and informed my case would be sent to the Regional Manager. I did inform the agent that I was contacting Consumer Affairs.

I have the Lifetime Jewelry Protection Plan, I do not want a new bracelet. The bracelet is discontinued and this was the first gift I ever gave to my husband. I want it fixed, all the pins epoxied, so he can actually wear it, without fear of losing it. I have been patient. I have always explained my situation clearly. I am not going to pay a watch shop to do it, as Lindsey advised. I did not cause this to happen, as I explained to her; they did.

I purchased a set of diamond studs at the Zales outlet in Clinton Crossing. A few months later, while I was cleaning my earrings, I noticed a huge black inclusion in one earring. I was terribly unhappy and felt robbed that I paid so much for a very flawed piece of jewelry.

Since I live in New York City, it was difficult to exchange the earring in CT. I tried to exchange it in a regular Zales in NJ, but I was told they would not accept the earring because it had been three months since I made the purchase.

A few months later, I finally had someone drive me back to the original Zales outlet. I was not allowed to exchange the flawed diamond earring for a similar one. Instead, I was forced to spend an additional $1,000 in order to purchase a bigger diamond stud earring set that had no flaws.

Now, a few months later, I notice that the back of one of my new and more expensive earrings is only a 14kt gold instead of the 18kt that I paid for. I'm very upset that I now have to go back to CT to request the right back piece for my very pricey earrings. I ended up having to spend far more money than I intended. It's hurting me financially. Horrible store overall.

My son then asked to see it and he never answered or responded.

My son and I left. I have never been treated so rudely or in the manner that he treated us. There was not one other customer in the store at the time and now I understand why. It irritated me so bad that I went back in and confronted the gentleman and told him that he was the rudest person I have ever met and that my son had the money to pay for that ring and he may have lost a sale. He then tried to get me and my family back in the store. Never will I step foot in a Zales store again, there are other stores in the mall and they were all filled and I know why. We did purchase a ring in a different store. And they were more than happy to assist us and were very pleasant and took time to help him with his big purchase that was very important to him.

I pray that you will be able to assist me in getting back my money from Zales Jewelers! I have tried repeatedly to work this out unsuccessfully and not sure where to turn at this point. I am a truck driver and therefore in different cities from day to day. This past September 2009 was my 16th wedding anniversary. On August 30, 2009, I stopped at a Zales store and purchased a ring for my wife for our anniversary. The total purchase price was $175.28, which I put on my Zales account. The receipt for this purchase is attached and labeled as Purchase 1.

A couple of days later, in another city, I again stopped at a Zales store and found a more expensive ring that I liked better. This was on September 3, 2009. That receipt is attached labeled as Purchase 2. I returned the ring that I purchased on 8/30 and put the more expensive ring on my account.

On Purchase 2 receipt, it clearly shows a total purchase of $658.10. This is for the 2nd ring with the discounts, protection plan and tax. The receipt then shows a Total Return (which was the ring that he purchased on 8/30 and returned) of $175.28. This brought my Net amount due to $482.82.

My Zales statement shows a Balance of $658.10. This account had a zero balance previous to these two transactions. That balance of $658.10 is the Total Purchase prices on Receipt 2 before the return of $175.28. The statement then goes on to show both purchases. You will notice for the first purchase that it shows Previous Balance of $175.28, then Payments & Credits of -$175.28 and ends with Plan Balance of $175.28.

Zales uses Citicorp for their accounts. They have charged me for both rings and will not refund me for the return. I can't speak to anyone at Zales but instead they refer me to Citicorp. Citicorp receives all of the information that I have provided to you in the attachment and continues to tell me that they did credit me for the $175.28. I actually get very rude customer service from them because they are acting like I have stolen a ring from them. They keep sending me the copy of the receipt from the first purchase showing the initial ring purchase as if to say that I bought the ring, why am I now asking for the money back. Then they tell me that they did credit the money.

I have already paid off this statement in full in the amount of $658.10. Zales owes me a refund of $175.28 and I don't want it in a store credit because I will never purchase from them again because of this incident. I give you full permission without restriction and no liability to contact Citicorp and/or Zales to assist in rectifying this matter for me.

P.S. My wife loved the ring that I gave her. (She never saw the first ring) After a couple of months however, one of the small diamond stones fell out of the ring. She took the ring to the Zales store near where we leave to send it off for repair. I can't express to you enough how much trouble she had even in this instance. The ring was sent back with a grayish, smaller diamond that didn't match the other diamonds in the set. When my wife pointed this out to the sales lady (Betty at Arbor Place Mall in Douglasville, GA), the lady snatched the paperwork that my wife had from her hand, displeased that she was going to have to send the ring back off for a second repair. The reason why the ring came back with an incorrect stone was that this sales lady had sent the ring in with the information from the receipt for the first ring that I purchased and returned.

My wife now has her ring and it looks good, but the fight that we have been through and are still going through has diminished the sentimental value that the anniversary ring should have had. I thank you in advance for your assistance.

I purchased my girlfriend an engagement ring from the Zales located in the Walt Whitman mall in Huntington Station New York in the Middle of May. I was happy with the ring but after we cleaned it for the first time we noticed a large black carbon spot in one of the diamonds. My girlfriend and I returned to the store to exchange the ring and Noreen the store manger stated that the ring I received should have not even been in the showcase due to its condition. She also stated that she would replace the ring for me.

The problem is that it has been over two months and the two rings that I have been shown as replacement have not been up to par, they have actually been worse than the first. The first had feathers in it and the second had a horrible color. Since I viewed the second ring several weeks have passed and I have made several phone calls to try to get in touch with Noreen, since no one else in the store is willing to assist me with my problem.

I last spoke to her on Wednesday August 5th and she said that another ring was on the way and that she would have it no later than Monday August 10th. Today is Wednesday August 12, 2009 and I have not received any information on the status of the ring. I have called twice in the last two days and none of the other employees will even check and see if the ring is there. I feel like I am being played and will end up with nothing. I am at the point where I am tired of their games and would just like a refund.

I have been waiting for months for a replacement and would really just like a refund. I was willing to accept an exchange at the start but after I realized their lack of customer service toward my purchase I rather take my business elsewhere.

I Have recently moved to this address on 11/01/2008. On 12/26/2008 I ordered diamond earing online fron zales for the total cost of $270.90. when I ordered in my order form it cearly said that your shipment will not be deliver to you if you don't signature the shipment at the time of delivery. I never recieved my delivery and noe zales is claiming that they have delivered it to me.

In the past i requested them to investigate my package but in return they have sended me some paper is saying that the delivery was made and signature was not requried and they have charged me $270.89. I am being charged for something that I never recieved. Please help me Thank You.

Depression, bill, restless

I tried to call and have my account adjusted in order to keep my credit in good standing because I cannot afford to keep payin money monthly to have my bill stay the same. When I asked that the finance charges be dropped or the apr lowered I got at this time we cannot help you. I explained to the Supervisor that Zales didn't live up to the contract on the back of my statement which clearly reads, If you have a problem with the quality of goods or services that you purchased with a credit card, and you have tried in good faith to correct the problem with the merchant, you may not have to pay the remaining amount due on the goods or services...I bought a ring that wasn't of good quality and had to send it back 4 times with to no avail.

The only thing Zales offered me was to return the ring and purchase something of equal or greater value. The ring was on sale from $1400 to $565. How am I ever going to get a ring that will look as good as the ring that I first bought on sale for $565? It was impossible so I had to get a ring for lesser value and purchase something else because they would not adjust the account to reflect the defective ring.

I will have to let the account go into default and into collection in order to get a settlement amount so that I am not paying for these pieces for the rest of my life due to this economic down turn that I am facing. I am in good faith trying to pay my bills on time but CANNOT continue to give Zales my money and take from my children. I've been paying Zales for over 2 years now at the average of $60 per month, which means I've given them $1440 and still owe $1299. How is that fair to me? This means that I'm paying them more than double the amount that I paid for this jewelry. Please help.

I purchased a diamond ring in 2/07. right away the piece had to be returned to be fixed because the diamonds fell out. It was returned 4 times. The last time it was returned to be fixed the sales associate suggested that it be custom/hand made. Well long story short the piece looks horrible and they're trying to tell me it's slightly imperfect because it was hand made. I have only had the ring in my possession a total of 6mths if that. I tried on the 3rd attempt to exchange the ring and was told that I couldn't.

Now that it is not the way it was purchased and I want to use my rights and not pay for the remaining balance of the purchase as described on the back of my monthly statement in the Special Rule section; the regional manager is telling me that they can only exchange the ring for equal or greater value. Why would I want to pay more when I've already been subjected to so much?

The ring is dull and dark. It doesn't sparkle like a diamond with quality sparkles.