Zales

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 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 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.

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!

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.

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?

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.

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.)

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!

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.