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Reviewed Oct. 3, 2023
My husband and I went into the Flint, MI location to pick out a bridal set for me. At first the service was ok, they told us they would have to order the particular set we picked out as they didn’t have any in the store. They said it would take 3-4 weeks for it to arrive at the store and then it would have to be shipped out to be sized, because they only had a size 6. They said that would take another week or so. A month later I got a call saying my ring had arrived at the store and was now being sent out for sizing. About 3 weeks later I got an email saying my ring was ready for pick up. When I got to the store I looked at the ring but was in a hurry so I didn’t look closely at it. When I got home that night and showed it to my husband, he noticed right away that there were 2 very visible black spots on the center diamond.
I also noticed the band had scratches on it, I’m assuming from it being sized. So when I called the store a few days later, I was told it couldn’t be returned because it was passed the 30 day return date. I had just picked it up a few days earlier so I was confused. The next day we went into the store and asked for the manager. She came over and explained that the return time frame starts from the shipping date, the date it was shipped to the store. I said but it was 3 weeks in already when it shipped. Also it was sent right to be sized upon its arrival so I never saw the ring until after all of this. How could I return something that I hadn’t seen yet? It didn’t seem fair or helpful at all, but the manager said we could exchange the ring for something else in the store. Well I asked if this particular ring came in yellow gold and she said, "Let me check."
She went to the computer for a couple of minutes and came back saying she ordered it for us and handed me a new receipt. We couldn’t believe it! We never said to order it, she said she was just checking. So I call the corporate number the next day and tell my story and weeks later I finally got to speak to the man that was assigned my “situation“. He seemed like he would be helpful but proved not to be. So here it is, 5 months later and a solution was never reached. So we’re paying on a ring that I’m not even wearing and never got a call about what was going to be done.
I called the man on my case several times over about 2 months and would have to wait for a call back or he would tell me he was going to speak to the store manager again and find a solution which never happened. Also, I never received the yellow gold ring that was ordered. Needless to say, I’m extremely disappointed and frustrated with Zales, their sales team, and their corporate staff!! They definitely need to make some major improvements, but either way I will never shop there again.
Reviewed Sept. 25, 2023
My husband bought my wedding ring, and bands from Zales 10 years ago along with insurance and warranty. Beautiful set, I love them. My issue with Zales, the Houston, TX Galleria location is every time I send my rings off for rhodium refinishing and cleaning there is an issue. It gives me anxiety to leave my rings with them. One occasion they sent it off and broke the channel setting and one of the diamonds came out which required them having to send it off again for repair. Second occasion, they send my white gold ring off and it came back yellow gold. What really made me mad is the store employees were trying to convince me that it was not yellow gold.
I received a call two days ago that my rings were ready for pick up, to get there and only one be there. The one that was there had a spot on it. So guess what, it had to be sent back off again. To receive this level of service is very upsetting from a jewelry store such as Zales. I hate having to send my ring off, only for it to return In a worse condition. Especially when you have did the responsible thing to get the warranty and take care of an expensive piece of important jewelry. I have lost all trust in this company.
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Reviewed Sept. 19, 2023
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.
Reviewed Sept. 10, 2023
My fiancé had bought an r gene T ring VS2 diamond, I barely wore it for 3 days when one of the smaller diamonds fell off, when we told them they took it back. Kept it for a month and returned it back the same way, on calling again they said they would send it to the other store, that didn’t work either, then they told us they would give us our money back. Few days later they called and said they have similar style rings and we should look at it, then they would return our money, ($2500 what we paid for a ring ,actual cost of the ring 5000$ as we bought it in a sale). When we went to see the similar rings it was of a lower clarity diamond (S11), on saying that it was not similar the store person (Lisa at Willowbrook Mall said) she would get us the refund, the call center person Kathleen then said they are not returning us our money. #FRAUDZALES #HATeZALes
Reviewed Sept. 7, 2023
Ordered a 20th anniversary present for my wife. Realized free shipping would arrive after anniversary. Tried to contact customer service to pay for expedited shipping. Customer service said they could not change or cancel order slightly over an hour after order was placed. "System" would not allow it. When I asked to speak with a manager, Was told, "They were the ones that trained us on the "system". You'll have to wait until you receive the order, and return it." Would not do ANYTHING to help me. NEVER order online from this horrible company.
Reviewed Sept. 6, 2023
We purchased a Disney collection Evil queen. The ring was sent back 3 times to be repaired. Each time it was completely unacceptable and did not even remotely look as if a professional had repaired it. Everything was crooked and the rhodium was done incorrectly each time. They determined the ring would be a damage and destroy. Let me ask how is it my fault that “their” professional jeweler could not repair my ring correctly. I had been diligent with inspections more often than the every 6 months. Yet now due to the fact that “their” jeweler was completely inept and could not repair my ring it is going to cost me another 300$ for the replacement! What an absolute joke! I will never purchase from them again! Unfortunately I have a Majestic that the white gold is yellowing and have the warranty but am terrified that they will ruin this one also!
Reviewed Aug. 27, 2023
I bought a ring and it wasn’t for me and ended up returning it. Zales got the address “supposedly” wrong 3x and I haven’t gotten my check and it’s been over a month!!!! They got their items back but my money is GONE! They keep giving me ** excuses and promises yet I have NO CHECK and I paid with cash! They tell me that they sent it but there is no tracking number even though they sent next day UPS air??? That was 3 days ago and I have no check! Careful buying from them. They will stall and stall and lie and not pay you your money! They STOLE 9K FROM ME!
Reviewed Aug. 26, 2023
I received an engagement ring March, 2023. By May of 2023 my engagement ring literally broke in two. The bottom of the band snapped when I was taking it off. I took it back and asked for the band to be made wider so this wouldn't happen again. It took almost a month to get it back. On July 4, 2023 I got married. Within 2 weeks a diamond had fell out of my wedding band. They told me that I didn't have the warranty to cover diamonds falling out just the metal replacement and recommended that I have it melded together so it wouldn't be moving around. They have had my ring for a month to do those repairs and nothing. I am not happy with the quality of their rings.
There is nothing my husband and I can do since we are at their mercy. I shouldn't hate my wedding set, but the company sure makes it hard to like them when their customer service is sub par. I was met with condescending tones and rude remarks. Basically, "I'm sorry, I don't know what to tell you, we can't help." I purchased it online and they were shocked they allowed it to be shipped to my state and weren't even sure how that happened. Ok, well they did send it and have all the documentation to prove it. They tell me to call customer service, customer service says to go to the nearest store. The store says nope, it was an online purchase. I just get the runaround and stuck with a ring that is crap. Do better Zales.
Reviewed Aug. 12, 2023
I placed an order for a gift for my son's 30th bday to be delivered on Friday August 11th Provo, Utah ahead of his bday on the 13th. Not only has it not been delivered, but they can't even update the tracking after a "failed early delivery" attempt made, with a note left at their door without any traceable information other than to pick up later at an UPS access point. Went to access point and they had no info on item, said to wait for today. Went back today, now they're saying it's not there at all, but in another city (Orem, UT) and that store is closed until Monday so until then they cannot even provide tracking of item.
Cust. Svc at Zales who INSISTED I could not send directly to access point when I started the purchase, now tells me I have to wait anywhere from 8-14 days to receive an answer from a special type of tracking they' request from UPS. So gift won't be available for bday, my cc has been charged, we don't know where the expensive item is actually located, Zales will do nothing to timely correct their own-made mess but expects patience and understanding from paying customer out of money and goods. Never again Zales.
Reviewed Aug. 5, 2023
We just bought several pieces including watches from Zales Outlet at Sawgrass Mills Mall. The manager Ms ** and Haily were so so amazing with their advice and guidance and provided educational value to the purchase. We became friends in the process and we highly recommend them to anyone seeking no nonsense advice on jewelry. What a team!!
Zales author review by ConsumerAffairs Research Team
Founded in 1924 in Wichita Falls, Texas, Zales is a jewelry company that sells its products in more than 750 stores across the United States and Puerto Rico. Customers can shop for jewelry from Zales at retail outlets and online.
60-day returns: Zales customers have up to 60 days to return any purchase without question.
Design your own: The company has a Design Your Own program that lets customers custom create not only engagement rings, but other decorative jewelry pieces as well.
Free shipping: People who shop on Zales.com receive free shipping when they spend they choose to ship their purchases to a Zales retail or retail outlet store.
Credit options: The company offers credit plans with no annual fee to help customers pay for their jewelry and products.
In-store services: Zales customers can take advantage of many in-store services, including lifetime cleaning and inspection.
Zales Company Information
- Company Name:
- Year Founded:
- United States
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