ZalesConsumerAffairs Unaccredited Brand
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I would like to begin this review by stating if I could give zero stars I would. Around the middle of May 2018, my girlfriend (now fiance) and I went to Zales located in Waldorf, Maryland. My girlfriend found a really nice ring for a great price. The woman working proceeded to size her finger and stated she needed a 7 1/2. Well we left that day feeling great because I knew this was the ring she wanted and I was going to go back later and purchase it. I proceeded to go back to this location a week later and purchase the ring, but they didn't have it in stock anymore so they had to order it. The manager Kevin stated it would take a week for the ring to come in and about two weeks to get it sized.
Please keep in mind I let Kevin know the ring needed to be a 7 1/2. I planned on proposing in mid-June. I was able to get the ring back the week before we went to Ocean City so I was satisfied and excited for the big day to happen. Well the day came and I proposed in front of our entire family on the beach and needless to say it was romantic. BUT... when I went to slide the ring on it was loose and when I say loose it was ready to fall off. The ring was able to freely rotate around her finger. I was extremely pissed off. She wasn't able to wear the ring due to the fear of it falling off. While we were still out in Ocean City we took the ring to another jewelry store and had it sized and guess what? It was a 8 1/2. I could see 7 3/4 and maybe 8... but 8 1/2.
I called the store in Waldorf and spoke to Kevin and he said to bring it in with a copy of the warranty. About a week later we went in and spoke to Kevin. Well this guy states to my fiance that sometimes it gets sized to big that it just happens. What a bull crap response. Also he stated it was a good thing I got the warranty so they can send it out to get resized. Well excuse me but you morons sized it wrong in the first place. If I didn't have the warranty they would have charged me for the resizing. I tell Kevin, "Well while it's getting resized please send it out for appraisal." Kevin stated it would be about two weeks for the appraisal and two weeks for the resize. Well three weeks go by and the ring still wasn't back from appraisal. My fiance calls and this Kevin character tells her, "I'm sorry if you misheard me it takes about a month.
This Kevin guy is a joke and shouldn't be allowed to manage a bowl of cereal. His customer service skills are horrible. He has continued to make excuses and be untruthful with me and my fiance. The ring finally got back from appraisal today but will be out for another two weeks for sizing. I spend thousands of dollars for her not to have her ring for over two months. Not acceptable by any means. We haven't been able to take our engagement photos or have our engagement party. We have had to reschedule both and lost deposits for both. I will not be paying for the appraisal and I will be in contact with my legal counsel to pursue litigation for the loss of the deposits and mental pain and suffering my fiance has incurred because of this stressful situation. I will never use Zales again.
I purchased a gold wedding band from Zales through a discount they were having. I was sent the wrong ring size, so I followed the directions exactly in returning the ring to get the right size. After waiting about 4 weeks and hearing nothing, and not receiving my ring, I called the main customer service. I was told I would not be receiving another ring because I did not email the customer service center before sending in the wrong size ring with a request to get the right size. I was told the discount I had revived would also not be given back to me if I were to purchase the right size. I asked to speak with the manager of the girl I was speaking to, AND SHE HUNG UP ON ME after putting me on hold multiple times.
I called back a second time and was put on hold for about 20 minutes 3 different times, the 4th time I asked the girl what her manager's name was and she refused to tell me... And told me her manager was too busy and did not have time to talk to me and I would just have to call back another day. She then tried to put me on hold again. I stopped her and said, "No. Do not put me on hold AGAIN!" She said ok, and then continued to put me on hold. After about 10 min of being on hold again I hung up and called back. After multiple times of asking the girl I was speaking with who her manager was she told me her manager was not a girl and that is all she could tell me.
I continued to ask and finally got her manager's name, Dan **... She refused to tell me his boss's name, saying he was the main guy. I still have not revived my ring, and I have NEVER HAD SUCH HORRIBLE CUSTOMER SERVICE. I RECOMMEND THAT NOBODY DEAL WITH THIS COMPANY! I will continue to fill out more reviews on every page I can find. I do expect a reply from Zales, I do expect them to honor their deal, and I do respect my ring (the right size) and I do expect Zales to handle this in an honest and honorable way, because this is ridiculous!!!
DO NOT BUY FROM ZALES JEWELERS!!! My boyfriend bought me a necklace and cross with my birthstone in it for a gift at the Zales in Gulfview Mall in Port Richey, FL. He paid more that $200.00 for it and according to them it was a bargain price! This week the larger of the stones fell out and 3 of the 4 smaller stones were loose. I took the necklace back to Zales with the receipt and they refused to fix it for free and the price they wanted to charge me was close to $100.00! As I kept asking why they didn't stand by their product etc., they kept pushing me to purchase insurance on it for $129.95 telling me that no matter how many times it breaks it will be fixed for free. I declined. No matter what I said they answered with buying the insurance. The prices, quality, and customer service at Zales leaves a lot to be desired and I will never step foot in another Zales.
I purchased a rose gold crisscross ring with tiny diamonds along the top "X" of the ring. Within 3 months of purchase, I noticed 2 of the tiny stones had fallen out of their settings. It might not be obvious to anyone glancing at the ring, but since I take care of my jewelry, I noticed it while I was admiring the ring in the light. I could see an area that looked dark and was not sparkling like the rest of the ring. I contacted Zales by email and told them 2 stones fell out and I didn't even have the ring for 3 months yet! I submitted my customer number and date of purchase to prove my case.
I asked if I could bring the ring back to any Zales store with a printout of my purchase (I ordered the ring online from Zales) and have them replace the missing stones for free. I was told, "No. You can bring it for repair, but you will be charged for the repair." I then asked, "What if I ship it back to Zales? Will you replace the stones, or send me a new ring that is NOT defective?" Again, I received an emphatic "NO" from Zales, again repeating that I would have to bear the cost of the repair. This is VERY POOR customer service; as I have never purchased anything that was DEFECTIVE before without getting some sort of cooperation, replacement offer, or free repair from the company that sold me the defective merchandise. I decided not to pay to have the ring repaired, and wear it with the missing stones.
Today... I noticed yet ANOTHER diamond was missing from the setting! This is what prompted me to write this review as a WARNING to anyone considering buying jewelry from these swindlers! Worst piece of jewelry I have ever purchased from a place that calls itself a "jewelry store!" I have similar-styled rings (costume jewelry) that I purchased from other stores that I wear all the time, and these "cheaper" rings have never lost a stone yet! I learned a few lessons from my Zales ring purchase: 1) Zales peddles inferior quality jewelry; 2) fake/costume jewelry is cheaper and better quality than the expensive JUNK they sell in Zales; and 3) Zales has ZERO interest in keeping a customer satisfied; therefore, sabotaging their own reputation, business, and chance of having repeat clients. They DESERVE to go out of business.
I ordered my engagement ring from Zales. They sent me 2 rings and charged me twice. I had to return to the store because customer service is based overseas and do not know how to help. I was told it would take 30 days for my money to be credited back to my account. Took ring to be cleaned and asked about it being sized. Apparently the warranty only includes diamonds. That would cost extra. After they were done cleaning my ring mysteriously "lost" a diamond. When I told them they suddenly couldn't find my warranty. I present my copy of the warranty. Suddenly their excuse was that I had to get my ring cleaned every six months.
I had and they tried to argue that it wasn't cleaned in time, I presented the other document I got and all of the sudden they would get it fixed. I called a week later to get my ring, they said it would take three weeks. I sure wasn't told that when they sent it out. Well three weeks have passed, now all of the sudden it could take up to 4 weeks, needless to say I will be taking to another jeweler to make sure the diamonds have not been switched. I WOULD NEVER RECOMMEND ANYONE TO GO TO ZALES.
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I will never buy any more jewelry from Zales in Chambersburg mall. Every piece of jewelry I bought or received as gifts has been repaired 3-4 times. It’s junk and when you call there is always an excuse even with warranty.
I purchased a ring while on vacation. We live in the UK. I have had the ring 4 weeks and it has broken. I was informed that Zales was in a group and should I need to I could contact Ernest ** in the UK for any problem. As you can guess this is not correct. I have emailed Zales several times. I did get a reply at first. They totally ignored my request and just quoted their refund policy. Since then they have not replied even though I have emailed them several times. I am disgusted with their service or lack of it and would never purchase anything from them again. Very disappointed and the ring was a special gift.
I purchased a ring online late at night, I realized I purchased the wrong one. I called the customer service number to cancel and they were closed. So I waited till the next morning and called them at 8 am Central time when they opened. The CSR I spoke to said she will send a high priority to cancel. Over a week later after all this I get an email stating the ring is shipped?! I received the ring and called Customer Service again... They tell me to take it to a store to return it. So I do, nearest store to me is over an hour away. I drive there and find out I cannot return it to a store because the item was cancelled... they called customer service and they wouldn't do anything of course.
Now I'm on the phone again for the second time and I asked to speak to a supervisor. Well they kept telling me no. I don't need to speak to one, the manager yells at me saying I made the mistake of ordering the wrong ring so it's my fault. But they sent me a cancelled order... Finally after an hour I get a hold of a supervisor who apologized and said I would get a shipping label to send the item back within 3-5 days. Its been a week and still haven't received it. So again I call the customer service number. I get yelled at by the CSR saying that I need to return it to the store and that the supervisor never said they would send me a shipping label. When I ask to speak to the supervisor again he tells me NO. Now I'm on hold, have been on hold for 30 mins now. DO NOT BUY FROM HERE! This is a nightmare, worst mistake on buying from this company.
Zales cheated me out of $180. I returned a pair of (silver) earrings I had gotten as a gift. They broke within 2 hours of putting them on and were very cheaply made. Flimsy even. The invoice said I needed to send them back within 60 days for an exchange and the order date on the invoice said April 6, 2018. Okay, so I had to get them to Zales by June 5, 2018, right? Easy enough.
Wrong. They arrived the morning of June 5th (I tracked it) and I specifically said on the paperwork I wanted an exchange. I was never notified of my exchange being processed so I called this morning. The representative said "Oh we are processing a refund." Not only did he concede their return instructions were wrong, but he didn't even bother to help me change it! However, he did confirm they were processing the refund and he noted I made a complaint on my order, so I hung up. Then, this evening Zales customer service called and said "We won't be processing your refund because we didn't receive the order within the 60 day period." After they had confirmed everything was okay.
I called them back with the invoice in hand and said "Look, these were a gift. The invoice CLEARLY states this order was placed on 4/6/18 and based on the info your system provided to me, I complied. Your company even admitted they gave me the wrong instructions and I still managed to get it to the right people on time." Customer service proceeded to tell me that regardless of the fact they gave me false information and the invoice they gave me was wrong and I did comply with the rules based on the false info they gave me that they would not give me a refund. They then said I could speak to a manager and put me on hold for 30 minutes which made me waste over 90 minutes of my life today on the phone with customer service to only get told that Zales could not care less about their customers. DO NOT WASTE YOUR MONEY AT Zales.
Reason for review is diamonds sold as being 1 Carat actually .80 carat. PLUS were sold as being a thirty (30%) Sale for Christmas. They were supposed to be $10,000 value on sale for $6500. I brought them to a trusted appraiser in Glenwood Springs to be told guess what? Diamonds value was $6500. So Sale was BS. NOT SALE and this on top of the diamond earrings weight being 20% short. They are a criminal operation and I’m curious how with the rating they have via Consumer Affairs how they continue to be in business??? Who allows this?
Then We begin the process of returning them. NIGHTMARE where each and every time I called was forced to (No choice) speak to a different employee who refused to give me a direct phone number or employer provided email or fax or any way to continue with the complaint and the progress of the solution and the email string of the complaint so as to render one hopeless with needing to start from scratch with each employee FROM ZERO each and every time one tried to follow through.
The company MO seems to be designed to exhaust any complaining customer to the point of defeating the most tenacious of us. Then let’s move on to the bank Zales uses to finance their sales. Comenity Bank and we have strangely the very same MORE complaints. No extensions no email address no fax number NO WAY TO EVER CONNECT WITH THE EMPLOYEE WHO IS SUPPOSED TO BE HELPING YOU RESOLVE YOUR ISSUES. NONE. After filing a dispute with them as product was 20% smaller than sold the bank proceeded to post 30 and 60 day late status on my credit report. I called back to fix this and after a whole afternoon on the phone they (William **) assured me he would have the derogatory late payments removed and have a letter sent to explain this to anyone who might possibly considering extending us credit for anything.
Long story short! No letter has yet arrived and to add insult to injury today I received an email from Credit Karma to tell me that the same Bank for Zales or Comenity Bank reports a 90 day late so by now my credit score has been savaged for 700 to 540 and we just happen to be moving from Colorado to Washington and you guessed it. We cannot rent a House never mind buy one. We are screwed. I am seeking a connection to a Banking Lawyer to take on this monster. While I was in the Glenwood Springs office saw Spanish clients at the sales counter with sales rep Anakaren going on about Bonita this and Bonita that and I just felt so sorry for the poor customer.
3 4 5. I purchased a 2 carats tennis bracelet in 2006 from Zales. I wore it a couple of weeks for the first time in a while; I noticed that a diamond had fallen out. The next day immediately brought it into the store to have the diamond replace using my diamond bond. One of the workers sent my bracelet off to have the diamond replaced and that was the beginning of this nightmare. My bracelet was sent off on 2/14/2018 and it didn't arrived back to the store until 3/14/2018 without the diamond being replaced. The diamond was not replaced with the diamond bond because the jeweler refused to replace the diamond because the bracelet has porosity in the metal which will caused the diamonds to keep falling out which is a manufactured defect.
Now, mind you I purchased this bracelet in 2006 at $602 which now today's gold price has triple. The assistant manager promise me that she would make sure that I'm accommodate for my bracelet. Well of course after a few days the story changed once the manager got involved, she told me that since I only paid $602 dollars for my bracelet that she did not have another 2 carats priced at that amount she only had bracelets starting at $2900 and up but if I wanted to go down a carat she had a 2 carats that she could give me for $700 or send it to the local jeweler and have a stone put in. I was getting upset by the minute because I felt disrespected and stupid. I have purchased several pieces from Zales and never had any problems. I also felt if I was a different ethnicity that this situation would not have escalated. However, I really loved my bracelet and I didn't want to take any chances with more diamonds falling out.
I spoke with the district manager who also made me feel inadequate and dumb because she was asking me inconsiderate questions. She told me she would check into the matter and call back and guess what she never called back. I found a 2 carats white gold bracelet online which was on clearance for $1900 with an additional 10% off. The salesperson told me she had to get it in from another store and she wasn't sure if it could be ordered in yellow gold since every piece of jewelry I have is in yellow gold. Then she told me she could only give me an additional $100 off, that's not even Louisiana taxes. I ended up with a brace in Layaway with a balance of $1100 because it wasn't in my budget to spent monies for jewelry at this time. Unbelievable, someone really needs to take a look at how Zales treats their customer and handles transactions. I will send another email to the parent company (Signet Jewelers).
Went to Southpoint Mall looking for gold Movado watch. This store told me they didn’t have the gold in stock but I can pay for silver, take it home and don’t touch it and they will order Monday morning. This started on March 17th. Today is the 26th and they have not called me once after telling me they would 3 times now. They had one at Macy’s I could have got but now they are sold out. Manager was rude talking to someone in store when I was talking. No customer service at all.
I purchased in cash a chain and bracelet from the Shaq collection. Encouraged by the sales clerk to get replacement plan... I guess they have a lot of thieves working there, because they don’t have any cash in store unless someone purchases with cash. So as I returned the bracelet that couldn’t be sized, I find this out! Complete joke! Go somewhere else.
I have had my Ring since Dec. of 2017 and have only worn it maybe for 3 weeks. First was after sizing. Received back and wore for 2 days and stem was broken. Returned for repair. Received back after 3 weeks and wore for maybe 1 week and stem is broken again. I should be able to wear this as I wear other diamond rings from a local Jeweler all the time. VERY POOR QUALITY from Zales.
Buying online at Zales was the worst experience I had. I placed an online order for engagement way ahead of time. They guaranteed me delivery in 2 weeks. AFTER 2 WEEKS, they told me, "Sorry. We have lost your order." I was supposed to pick up at the store and store told me, "We don't have it," so I may call online customer support. Online customer support kept telling me, "We don't have it," so I may call the store. Extremely unprofessional and careless customer service and online delivery system. Bottomline: DON'T SHOP AT ZALES.
After reading reviews here I was very hesitant to order from Zales but I really liked this item on the website. So I had to buy it. YES! Indeed I thought the product would arrive in 2 days, because it had those kind of ads next to their items. But, if you read it carefully, it does say 7-10 processing time + Shipping time. I ordered on Feb 20, 2018, my order was shipped on Feb 26, 2018, and I received it on Feb 28, 2018. Thus, my experience was quite satisfying. Furthermore, after reading the complaints here, I got scared, and contacted the customer service on Feb 24, 2018, and they were very helpful and assuring for me. All in all, great experience! Will buy more.
I ordered a ring for my boyfriend for our Anniversary but I didn’t read reviews first. After reading reviews I wanted to cancel because I only seen negative reviews. I called the customer service on canceling my order but the guy told me it was too late. It was already being customized. I was on hold for a max of 2 minutes not even. I ordered my ring February 17th and received it in the mail on February 21st. I don’t see why there was so many negative reviews but this was my first time ordering & I didn’t get any of the negativity the reviews talked about. So if you do order don’t believe all the bad reviews.
After paying monthly installments on time, I have on two separate occasions attempted to purchase on credit and been denied. Online credit available far exceed my purchase. Will never purchase from Zales again. Paying balance in full and going to another jewelry store.
Same problem, I order a diamond ring on January with an offer that was on the web with a 40% off. The order supposed to be a 4 weeks waiting for delivery, so I planned to be delivery before Valentine’s Day. 4-5 weeks passed and I didn’t get the ring, call several times customer service and the explanation WAS that the ring I ordered wasn’t on special offer anymore!!! Has double, I was charged on credit already!!! Customer service was the worst ever! Do not use Zales diamond house.
I purchased a ring online from this company and when I received it, I was not happy with the quality. I looked online and found that I could return the ring to a store vs. mailing it back so I did even though the store was 45 miles away. Of course while there, they pressured me to buy something else and just to get through the process I agreed to set aside a ring that I could come back and purchase after the credit was received on my Zales card (it takes 3.5 days to get the credit back on the account even though the debit goes on immediately).
In the meantime, I found a ring online that I liked better so I told them I would not be picking up the ring at the store. I ordered online again but after waiting a couple of weeks to find it had still not shipped, I called. They said it was out of stock but I would possibly get it in 30+ days or more. I asked them to cancel the order. I was told it could take up to 30 days or more for a cancellation to go through and that they couldn't guarantee it would be cancelled. After talking with 3 representatives, I called the Corporate Office, was told the same thing. I demanded to talk to a supervisor as I wanted the order cancelled. I was put on hold for 15 minutes. I hung up and called the credit card customer service and closed my Zales account.
I wish I would've read this sooner. I bought a ring under the impression that I would get it in 2 days. I found out after I order that it would take a week just for it to process. I found out later in the day and tried cancelling the order. That was Thursday and today is Tuesday and all they can tell me is that a claim has been put in. I wish I could give them 0 stars.
I'm writing this review as a warning to stay away from this store. I wish I read the reviews before I made my purchase. I Recently purchased a ring from Zales for my wife... Truly nice piece, The ring needed to be sized (of course). I was told at the time of purchase that a complimentary sizing would be done as long as I can produce my receipt. I walk into the Deptford Mall store with my wife with the receipt... The looks that we was given assured me we wasn't going to be serviced.
The manager basically told me that it's not his issue... "And feel free to return your item if you see fit to do so." But HE wasn't going to do a sizing without a service plan of $70.00 being purchased. My question is this... "Most rings will need to be sized. So Zales can basically/intentionally... load the display with size 4 rings which nobody wears and then charge additional money to size." He said... "Yes. That's exactly right..." WOW. What a scam. Never will I purchase anything else from Zales. I called customer service and now is waiting for a call from Management.
As another person on here I was duped by the Valentines Ad which read "Order by Feb 13th 2pm and receive before Valentines." Once I placed my $275 order it then stated 2-3 days to process then shipping time. I called to verify this conflicting information once my order was placed. The service rep stated that it would take 7-14 business days to receive my item. I asked that they cancel my order as I would just go to a jewelry store locally. Mind you this is 5 minutes at the most after I placed my order. They tell me it will take 3 days to cancel my order and then 7-10 days to get my money back depending on where the vendor is in their processing. That was Tuesday Feb. 13th. Friday Feb 16th I get an email stating that my card has been officially charged as my item was shipped. It appears my order was never cancelled. I will now have to report this to my bank and waste my time with another call to get this taken care of.
My husband ordered me an Oval Swiss Topaz pendant with diamonds accents and a sterling silver bead chain... almost 200.00 for it. We opened the box with excitement and there's a tag tied to the necklace that says MADE IN CHINA!!! Seriously??? With no authentication that any of the stones are real!!! We received it in a timely manner and customer service was nice but I was not... I said I will take it to a jeweler to see if diamonds and topaz are real and if not I want FULL refund!!! WILL NEVER ORDER FROM ZALES AGAIN!!! The chain wasn't what we ordered either! And even the box it came in said Made in China.
It's February 13th and they are still advertising "Guaranteed delivery by Valentine's Day" yet I ordered something on February 9th an hour after their cutoff (3 PM instead of 2 PM) so they didn't ship it until 2/12. UPS says I won't get it until the end of the day on Valentine's day (at which point I will be returning it and shopping elsewhere because of the poor customer service that followed).
The customer service rep himself understood the poor advertising and tried to get an appeasement from his manager who refused. She told me once they hand it off to UPS, it's not their business. I asked them, "Why does your site say "Guaranteed Delivery" instead of "Guaranteed Shipping"?" I also asked what kind of shipping they used and they said 2-Day UPS. So how could they still be advertising on 2/13 guaranteed delivery by 2/14?
Mine was "shipped" apparently on the 12th and apparently, by their ad, even if you order a day later - it'll be delivered by 2/14. Then they tell me, even though it's the end of the day it'll be supposedly delivered by, technically it will still be Valentine's Day - huh? Who wants something by the end of the holiday? If I order something for Christmas, you think I want it at the end of Christmas day? The deal-breaker was the manager's callousness, and unwillingness to provide any type of understanding or appeasement.
Jewelry stores make most of their business around holidays and if they can't be clear around and whether something will be delivered by the holiday, or feel that shipment time is not their responsibility, then they shouldn't be making any type of delivery guarantees. I'll be returning this and shopping elsewhere. I hope others do the same.
The reason for my review: Purchased some earrings online. After I made the transaction I called to verify how long it would take and the representative told me a longer time than I anticipated so I ask them if they could cancel the order, I called a couple of seconds after I placed the order. I spoke to four representatives and one supervisor. Still no help in canceling my order. After fighting with Zales representatives I found a corporate number myself to call and I explained to the gentleman what I have been through and he assured me someone would call me back. However no one never did.
I called my bank and explained to them what happen. My bank reversed the charge and put my money back but unfortunately Zales took my back out of my account again. I called my bank on yesterday Feb 6th and they opened a investigation with Zales. I called Zales online on Feb 7th and they called the store and told the store to refund my money back to me but It could take 30 days before I see my refund and said to the online representative It should not take 30 days for my refund. May 2-3 days the representative told me she spoke to Meghan on the phone who is the store manager for Christiana mall. I will never ever shop at Zales online or in-store purchase. Their unprofessionalism is graded with a big "F"!
If there was a way to rate them with (0) stars that is what they would get. Sorry this might be a little long but worth the read. I wish I would have read the reviews before this nightmare started. My fiance purchased me a diamond ring from the Zales store in Muncie, Indiana on 4/22/2017. Liked the ring when I looked at it, hate the ring now. So we paid cash for the ring and it was quite pricey. (7) days later we were back in because a diamond fell out of one of the bands. They said it would take about 4-6 weeks and I wasn't going without a ring. So we told them to send in a ring and have it sized and solder the other bands to the ring. So we waited another 2 weeks or so for the 2nd ring. No phone calls from anyone. Had to keep checking in time to time.
So we called one day and they said the ring was in so we went in to look at it. When we got there they took it out and wanted me to look at it. They kept trying to get us out the door while I was inspecting the ring. As I was looking at it. There was a diamond missing on the halo. They were like no way. Let me look at it. I don't see it missing. Then they were trying to feel around for the diamond on the countertop. IDIOTS. Then they were trying to piece my ring I had on together with the other ring. I said NO. So instead of sending that ring in they sent in another ring to get sized and soldered. So then we had to wait for the 3rd ring. When the 3rd ring came in, I looked at it and I noticed a very large carbon spot on the large center diamond. The first 2 rings had no carbon spots and this one did. I asked the lady what it was and she said nothing and tried getting me out of the store.
So at this point we are pissed and want our money back. The store Manager (Steve) would not give us our money back. We were on vacation and went past the 60 days by 48 hours. We were told by someone in the store that it was ok to bring it in. Steve was very unprofessional and extra rude and sarcastic. He called his district Manager (Ray) who when we walked back into the store from getting off the phone with customer service complaining about the service we had and issues we were having. We overheard them on the phone making fun of us. So this has been a battle we are still to this day dealing with. Customer service is a joke. We had opened a case and for 4 months or so we had a lady we were talking to and paperwork we sent her.
All of a sudden in November 2017 she went on a leave of absence and someone else was dealing with our case. That lady did not get with us. So did nothing. She said she would have to do everything over and talk to the district Manager (Ray). Then when she did . She did nothing. She said, "We can't do anything for you. Case closed..." What the **. Then yesterday went back into the store and were basically rushed out of the store by Steve. Called customer service and they said they would send a gift card.. I don't want a ** gift card. Case has been reopened again. Worse service from a jewelry company. We are a hard working middle class family that had money saved for this special day. We paid $3200 cash that day and now I don't even wear the ring hardly that much. Beware buyers. This company does nothing for no one. They SUCK and they should go out of business.
2 years ago I inherited my grandmother's ring. I took it to Zales to have it cleaned and inspected since it's about 30 years old. I was informed that the prongs needed replaced to make sure I didn't lose one of my stones (2 sapphires and a ruby). I chose to do that since I wanted to wear it and I really value this ring. I paid $250 to get new prongs and I wear it semi-regularly. Yesterday my ruby fell out. I have no idea where it is. I took it to Zales since I had the work done to prevent this outcome.
I was told there was a 6 month guarantee and the prongs wear down when you wear them every day. These are new prongs and should have lasted for many years. After all the first prongs lasted 30 years. My heart is broken. I have so very few things from my bio family and now I have one less. I have done business for many years with Zales and have had good experiences for the most part but I cannot believe that Zales is telling me that their jewelry isn't made to last 2 years. Of course they will be happy to sell me a replacement ruby. I am so disappointed in Zales.
I bought my wife a Medical Alert Bracelet in May of 2016 from Zales online. After several weeks it finally arrived and looked great and had her medical situation engraved on the back. Within a few months we could tell that the engraving was starting to fade. A year later the engraving is completely gone which makes the bracelet worthless. Since we did not purchase the protection plan we were told by Zales customer service that there was nothing that they could do about replacing it. We took it to our local store and they agreed with us that the bracelet should not have faded off and that it was defective but there was nothing they could do because it was an online purchase. We are so thru with Zales.
IT'S A LONG STORY BUT IT IS SO WORTH THE READ: Please read this if you're thinking of buying from Zales because you will change your mind!! So my fiancé proposed to me in May of 2017 with a ring that he purchased from Zales. The ring was too big and I originally put a ring guard so I could wear it for a while before having it sized. We then had a vacation scheduled so I figured perfect time to drop it off and have it sent out for sizing and I’ll pick it up when we get back. So they stated 4-6 weeks for the sizing, no problem. Then when the ring arrived I received no call that it was in the store, I had to call them and they said “Yea it’s here”. Ok fine. But then... THE DIAMONDS STARTED FALLING OUT (4 diamonds to be exact) so when I brought the ring back the first girl said it’s because I’m “banging my hand around all day”. -_- Why would you even assume that? And no I don’t, I sit at a desk all day.
So fine, their answer is to send it back to the “Diamond Center” to have the diamonds put back in and the settings adjusted so it won’t happen again. So another 4-6 WEEKS pass and yet again no one calls me to tell me my ring is back. So I call, the ring is there, then I go pick it up. Within 1 weeks a new diamond falls out! Now I’m pissed off! So yet again we bring the ring back, now the rep states that it’s because I had the ring sized that it affects the setting of the diamonds and that’s why they fall out. -_- NOW IF YOU KNEW THAT WAS A POSSIBILITY WHY DIDNT YOU TELL ME THAT FROM THE BEGINNING!
So NOW they send it back again to the “Diamond Center” to have the diamond put back in. Now another 406 weeks pass and I go pick up my ring AGAIN! GUESS WHAT HAPPENED! In less than 24 hours the same diamond fell out! SO NOW I AM BEYOND FURIOUS! My fiancé and I go back to the store and now we speak to the manager. She states that she’s “so sorry and that my next option (which should have been the first option) is to special order the ring in my size” so that the settings will never be adjusted and therefore the diamonds will not fall out. So this option sounded appealing and smart although it should have been offered to me from the very beginning you know, sizing, ring guards, or special order. But that’s not the point, so now the special order takes 6-8 WEEKS!
So now we are in January 25th of 2018!!! I sent the ring to be special ordered in November, for those of you good at math it’s going on more than 8 weeks now! So I’ve been calling every week and the ring isn’t there yet. Now I’m INFURIATED!!! So the manager investigated further and calls me today to tell me that the vendor they use for special orders has rejected my ring order due to the fact that they do not make that ring! So almost 9-10 weeks later and NOW YOU'RE TELLING ME THE RING IS NOT EVEN COMING! So their only option left was to tell me to come back to the store and pick out another ring??? NOOO WAY!
I want nothing to do with this entire corporation! This has been by far the worst experience of my life. In 3 months it’ll make a year that I’ve been engaged and I’ve worn the ring a few days out of this entire time! My entire engagement has been ruined and it’s embarrassing. There’s no way my order got rejected and it took them 9 weeks to find out!!! I should have been notified sooner and not left here thinking my “special order” is coming and it’s not. So now we are back at square one having to get a whole different ring almost a year later! I’m sorry this was so long but DO NOT EVER BUY FROM ZALES!
Zales expert review by ConsumerAffairs
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.
Best for: Couples getting engaged, customers looking to buy a luxury gift and people with broken jewelry.
Zales Company Information
- Company Name:
- Year Founded:
- United States
- (800) 311-5393