Zales

Zales

 3.9/5 (525 reviews)
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  • 1 stars

About Zales

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Zales Reviews

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Page 1 Reviews 0 - 10
Rated with 1 star
Verified Reviewer
Original review: March 19, 2023

I only rated Zales one star because I didn’t have a choice not to give them one at all. I have had many months of bad customer service with Zales. It started off my diamonds kept falling out. I live an hour from this location and have to continue to take my ring back to get serviced. Then they usually have it for 3 weeks before I get it back. Well I had a diamond replace right before I got married and they replaced it with a gray diamond/ or stone that didn’t even match my white diamonds. I had to get married with my ring looking like that. Then I had a few more diamonds fall out and took my ring back for the 4/5 time to have the problem fixed. They gave me my ring back with three more black diamonds/stones that didn’t match again!

I’m not sure how some doesn’t realize they given you a black diamond instead of white or clear perhaps. A MANAGER took my ring HERSELF to be repaired and told me it wouldn’t take long an hour at the most. I waited 2 hours and still never heard back so I went to check on my ring. She said it was ready and she would go pick it up. I asked if I could just pick the ring up and she told me no. She came back to the Zales store and told me that the ring was never put in the bag that she came back to the store with. How do you not know that the ring wasn’t put in the bag??? Especially the manager that gave me her word that she would make sure the ring was right and safe with her. Come to find out she LOST my engagement ring!!!! She never even told me face to face. Instead she let me wait at the store for another hour before calling me and telling me my ring was lost!!

No one including her even talked to me about my options of my ring being lost. No employee at all came up to me at all to explain anything or even simply say the were sorry and try to fix this situation. I left this store without my ring or any answers because the manager wouldn’t come back to the store. I am furious!!!! I will NEVER do business with them ever again and will make sure anyone that I know hears my story. That ring was sentimental to me. That was the ring my husband picked out himself, asked me to marry him with and we said our vows with. I am Heartbroken and no one even cares. The employees didn’t even look my way as the continued to help other customers instead of helping me with this situation. I still have no ring or answers…

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Rated with 1 star
Verified Reviewer
Original review: Feb. 21, 2023

I had the same experience as many on here. I had to share my experience. Buyers beware of Zales and buying online. I cannot attest to the in store shopping experience. I ordered a ring online and supposedly was to receive this online exclusive discount. The next day, I get an email stating my order was canceled due to billing address error. I called customer service and they could not tell me what happened but they would reorder if I wanted. So I said yes but then they told me the online exclusive discount would not be applied because it ended the day before. Really? How convenient that I was not notified til the next day.

I went ahead and had them reorder the ring because I really wanted it. Full price, they put in the order for me. The next day I get the stupid same email that it was canceled for billing issues. Again I call customer service and they fix the phantom issue and reorder it for me. I get a confirmation email that states my order is confirmed and I should receive it in a week. Yay! Nope. That was Friday, Monday I get an email stating the order was canceled due to inventory issues. It was out of stock! Probably didn't even exist! Scam, horrible company. Waste of time.

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    Rated with 1 star
    Verified Reviewer
    Original review: Feb. 15, 2023

    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 and 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 their contract.

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    Rated with 1 star
    Verified Reviewer
    Original review: Feb. 11, 2023

    My husband and I bought my wedding set 2 years ago and since in that 2 years that store that we had purchased the ring at closed permanently so that left us with having to travel to Peru Illinois to have it fixed and looked at, well when we purchased the set the warranties that was placed on it is a LIFETIME warranty for the diamond bond and the actual warranty of the ring to be dipped and such no big deal. However when we called the store to explain that we are one income and we cannot afford to travel every six months with gas prices being as high as they have been they are basically refusing services and mind you we are still paying for this warranty as we speak every month and they will not fix a thing unless it’s been in every 6 months which is a joke in my opinion cause why pay for a lifetime warranty if they aren’t gonna honor it all because we didn’t bring it in in their time frame it was supposed to have went in!! My advice stay away. They are not worth the headache at all. They are a complete joke!

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    Rated with 1 star
    Verified Reviewer
    Original review: Jan. 21, 2023

    I ordered a necklace from Zales to give as a Christmas present. When I opened it up to wrap it, I realized they sent me an empty jewelry box. I had to wait 3 days to finally speak with someone, then I waited 10 business days for a refund to be processed. When I finally got the refund, they only refunded me the cost of the necklace. Not the taxes or shipping. So I paid taxes and shipping for an empty box. I was also told I could reorder the same item over the phone with customer service to get the sale price that I originally paid. When I called to do so, I was told they couldn't do it because that necklace is now out of stock. This was a complete disappointment, my mom got earrings with no matching necklace.

    5 people found this review helpful
    Rated with 1 star
    Verified Reviewer
    Original review: Jan. 10, 2023

    Worst...paid for a custom band. It arrived late with a missing diamond on mold (why or how this got approved no one knows) was told the 3 diamonds would be bigger and for better (false). Sent back, mold arrived, and we approved. Band arrived weeks late with no calls and the wrong size. Called Montgomery GM and went over all the details and she said felt this was a good experience for myself and other customers. Wanted more money to mend band minor repair, and resize to the wedding ring while pushing a garbage warranty. Who hired this person?

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    Rated with 1 star
    Verified Reviewer
    Original review: Dec. 29, 2022

    Worse experience. I recently purchased a ring, and the delivery date was set for 12/23/22. When I checked online the package was never picked up by UPS and Zales only created the label. I called them twice and they were very rude to me and finally, I was told to wait 14 days to get an answer about the package if it was going to be delivered or not. Meanwhile, they refused to cancel the order and refund my money since I told them there is no reason to be given someone a Christmas gift a month later.

    2 people found this review helpful
    Rated with 1 star
    Verified Reviewer
    Original review: Dec. 27, 2022

    Made a purchase on a day before Mother's day 2022 with my debit card. With 2 swipes, 1 dropped, 1 proceed still wasn't able to take the items so ended up paying cash. Till this day I haven't been able to get that debit charge refunded to me. I sent all documents, email and in person. No response. (BEWARE WITH DEBIT - CREDIT USES.)

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    Rated with 1 star
    Verified Reviewer
    Original review: Dec. 11, 2022

    I had a $100 giftcard for Zales that I went to use and Zales told me that I had used it 2 months prior which was a lie. I was infuriated by them. I said I had just now scratched off the pin in front of witnesses and Zales said I was lying. I never felt so hurt by a company in all my life. I thought wow they probably collect $1000's dollars by this practice. Buyer beware of Zales and their giftcards as they rip you off. They say you spent it when you did not. Then the rep deleted a part of the conversation... Thank God I copied it. Zales treated me disgusting and I don't recommend anyone go there for giftcards as you're be the victim of this too! Shame on Zales!

    3 people found this review helpful
    Rated with 1 star
    Verified Reviewer
    Original review: Dec. 9, 2022

    I spoke to 3 Zales sales representatives today because I got an email saying my order was canceled due to an issue with my shipping address. The representatives lied and said my bank canceled the order, though my bank proved they approved it. Zales has cost me hundreds of dollars and ruined my engagement plans and the rude representative hung up on me when I asked for help.

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    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.

    The ConsumerAffairs Research Team believes everyone deserves to make smart decisions. We aim to provide readers with the most up-to-date information available about today's consumer products and services.

    Zales Company Information

    Company Name:
    Zales
    Year Founded:
    1924
    City:
    Irving
    State/Province:
    TX
    Country:
    United States
    Website:
    www.zales.com