Zales Reviews

I purchased a 5 birthstone necklace for my wife on Mother’s Day, the first time she wore it, the chain broke. I took it back and was told since it was past the 30 day warranty that the charge would be $36.00 to have it repaired. Went back to pick it up after the repair and when my wife put it on at the store the chain broke in a different area than was repaired. My options now are to have it sent back to be repaired again, or pay full price for a different chain. Needless to say that the present that my wife was so excited about and wore one time, is now a bad memory.

Assistant store manager Daphne spoke to me in a condescending manor. Her attitude and tone toward a customer was astonishing. I get thousands and thousands of dollars worth of jewelry inspected every 6 months. I promise I will never buy another piece of jewelry for this place ever again. My wedding ring has to be sent off every 6 months for missing or loose stones. She says that’s my fault because I wear the ring. I suppose it’s suppose to sit in my jewelry box and not that the ring is trash (poorly repaired) just like her attitude. At this point when my ring is returned from the millionth fix I will sell every piece I’ve acquired from here and re-purchase from a competitor.

I ordered 7 items and received 5. The two that were missing they made impossible to recover. My items came in a broken box and Zales did nothing. All they said was they shipped it and basically too bad. The items I received, to be honest, not that good in quality. I would NEVER buy from them again and say buyer beware. A bottom feeding company.

Chris and Emily of the Lakeland, Florida Zales were professional, sized us for our first wedding bands just by looking at our hands. Impressive! Beautiful rings, a wonderful experience and a stress-free shopping experience. Thank you both, see you in a few months.

In March of 2022, my husband bought me a very pretty, delicate opal pendant necklace. Because it is so delicate, I don't wear it very often, but have a number of other opals that I wear 24/7 with no issue. I was wearing the necklace recently when I noticed that the pretty opal was now a clear yellow stone that my personal jeweler swore was citrine! I contacted customer service after visiting a store location who explained that after doing a Google search, it must be an Ethiopian opal which changes with exposure to water, heat, body sweat, etc.

I took my engagement ring to Zales where I purchased it for repair. They butchered my ring, I sent it back twice it took over a month to be returned. Meanwhile no one reached out to me on repair status, the setting and stone ended up crushed and they completely ruined my halo setting. After reaching out to their customer service all I got was an “I’m sorry”. DO NOT PURCHASE THE INSURANCE FROM THEM AND DO NOT UNDER ANY CIRCUMSTANCES TAKE JEWLERY THERE FOR REPAIR, they have unskilled workers doing ** repairs and when they ruin your engagement ring, all you will get is an I'm sorry!!

On April 5, 2025, I purchased a custom engagement ring from Zales in Newark, Delaware. The ring included a natural loose diamond and a yellow gold band. I was told the order would arrive sometime between Wednesday, April 9, and Friday, May 9. However, on Friday, May 8—just one day before the ring was supposed to ship—I received a last-minute notice that my order had been canceled. The reason? A supposed payment issue. This was completely false. I had completed the purchase while on the phone with my bank to ensure there were no issues, and I received a receipt, confirmation, and order number without any problems.

I bought my wedding set in December of 2024. Here it is may of 2025. Mind you I got married in January of 2025 and my diamond fell out and I paid for a warranty and I call them and they tell me my warranty doesn't cover the diamond. Never again will I give them my money.

I found a ring that I absolutely loved. It was out of stock so I chose the notify me option in case it became available again. Received the notification, placed my order... A couple days later was emailed that Zales cancelled my order. This is the third order placed where the item was never shipped. Steer clear if you're shopping for a special occasion!!!

I made a purchase with promotional plan, and my balance was $800 after the plan ended. I'm thinking ok I'm going to pay $800 plus interest; however, I ended up getting charged $810 of interest. They stated it's interest that you have to pay for the whole year! That is ridiculous, they just keep telling me no, they can't do anything. Really bad customer service, they didn't even try to hear me out or anything. They just kept transferring me to different representatives.

I'm 13 years Zales customer last year. I started feeling that Zales is racketeering me and while racketeering me at the same time, they have destroyed my credit score from 850 to 600. I have paid off full amount two times so far but after I paid card off, they add some fees and 3 months later, I receive another balance so this is happening third time. When I call customer service usually get answer by person from India that doesn't listen my problem but argue and fight. So this being said, better not work with Zales.

Zales in AUBURN MASS IN THE AUBURN MALL ARE HORRIBLE AS FAR AS CUSTOMER SERVICE AND SATISFACTION! I purchased a ring on December, it’s been sent back for repairs 3 times! It came back, unable to fix! I had purchased the warranty! I was told they would give me the same ring style, but I had to purchase a new warranty! They were rude, tried to pass off the ring as FIXED! I tried then it wasn’t fixed and to and it back! Then the clerk tells me that it was four-thirties? She didn’t tell me that it couldn’t be fixed!!!! What a nightmare and I contacted Zales customer service, via text only, and was told, "Sorry that’s our policy!" Why should I have to pay for an additional warranty? Zales is the worst jeweler that I’ve ever dealt with! Horrible quality and customer service!!!!!

After many months of searching for the perfect engagement ring, I found it at Zales!! Roman at the Moreno Valley Mall, the Sales Manager, helped make my dreams come true. Roman went over and beyond our expectations, making sure we had a pleasant experience.

My husband purchased a ring for me with my birthstone for Christmas last year. Within just a couple of months 3 stones fell out, I take it back to be told lifetime warranty doesn't cover and it's been over 30 days so they expect me to pay to have the stones replaced. As much as they charge for their jewelry that should never have even happened not that soon. I've spoken to head quarters as well and they say the same. So they'll never get my business again. I've had Walmart jewelry. 5 dollar paparazzi jewelry is better than Zales. It being a high end jewelry place you'd think they'd stand behind their jewelry better than they do. Just wanted to let everyone know money is definitely hard to come by this day and time and folks spending their hard earned money for pricey jewelry expect nothing but the best out of it and it's not right at all a couple months go by stones go to missing and they don't want to fix it they expect more money from their customers.

I ordered a necklace for my wife’s birthday 5 times! Yes 5 times and Zales cancelled it without ever telling me me saying it was the bank which it was not. I ordered it twice online, once again online but through their own employees, then over the phone, then again over the phone and they kept putting the postage up because I needed it for my wife’s birthday in time even though it was their fault and last phone order the woman took the postage off because it was no fault of mine, this last phone order the management said not to cover the postage so I had to essentially pay 20$ more due to their mistakes.

Zales service in store is great. The people are awesome, we purchased a $2,400 engagement set. However the in store card is a complete nightmare, I applied in store with my driver's license only for them to put me on a 3 week+ hold saying I couldn't prove I was a legit person who opened the account, went through the trouble of trying to access my account on the Bread Financial app only to be told the site isn't working properly and I have to wait until they can fix it, currently at week 2 with no luck!

Purchased online a $500 Movado Watch for my wife for Christmas. Was sent earrings valued at $129 invoiced to another person. As of today (1/11/2024) Zales has yet to refund my money or the difference. After several calls, I requested a call from a Supervisor. 8 days later (today) received a call and was given no solution. Ruined Christmas and holding my hard earned money.

Horrible customer service. I've had to call 6 times plus numerous email threads and I'm still waiting for them to get the return started. I rarely write reviews but I am this time. The customer service reps are really nice. It's just this return never gets started and they won't call me back with return details. It's hard to believe that something so simple takes so much effort and time on my part...And they never call me back like their supposed to. It's crazy

100% trash. They had a "$50 off your first order" flashing at the top of the screen with no asterisk or any details. It was straight and simple promo offer. Wouldn't work when I went to check out, so I messaged someone about it online and of course they are all about a power trip for their rules and policy. She didn't even know which promo code I was talking about so I screened shot it and of course she sends me this long stipulation list that was never notated as part of the promo code. She was worried about saving the company a dollar when in fact they just lost me purchasing 2 watches. Was gonna be my first time with Zales. No wonder the reviews are terrible for this place.

Do not trust their return policy. First, if you don't cancel the order within 30 MINUTES, you can't; you have to wait to receive it. Then they say you can return it in store. I take it to a Zales and their computer won't accept the return even though I hadn't ordered it even two weeks ago. When I go online to activate a return, it won't recognize my order number. So now I've got to wait for their "ecommerce" people to email me with further steps. Needless to say, unless you're 100% on your purchase, stay away from Zales.

Ordered a ring online on Dec 9. Was going to be a Christmas present for my wife. I kept checking the status of my order kept saying processing. Had my daughter check status by a text, representative assured her it would be delivered by Christmas. However on Dec 20 I got an email saying that my order was canceled. So now on Dec 20 there’s no time to get anything else shipped in time for Christmas. I called and text and all I got was their policy practices. I got a bunch of apologies but that doesn’t make my wife feel better. Why would they say it would be delivered by Christmas when indeed they didn’t even have the ring and waited 10 days to let me know. Horrible absolutely horrible. Never again will I buy from Zales. NEVER!!!! Bad business and false advertising.

I want to express my appreciation to Zales Jewelry and Watch Repair at the Falls in Miami, Florida. I had two watches repaired at this store, and they did an excellent job. The in-store consultants, Chris and Maura are the best! The store offers a complete range of beautiful jewelry and watch repairs. I will use them again this Christmas. Thank you, Thomas **

I purchased a ring for $2200 and was unable to receive a receipt due to the printer being broken. Subsequently, the salesperson entered my email and address incorrectly into the system, so I did not receive an electronic receipt via email either! Consequently, I cancelled the order and placed a new one online two weeks ago in early November. The expected delivery was December 24th.

Ordered a pair of earrings for my fiance for Christmas. Almost a week after the order says it is ready for pickup by carrier it still shows as not picked up. Computer system just keeps pushing date back. Contacted customer service that just keeps telling me the "new date is" even though it still has not been picked up and I can call right before Christmas if it doesn't ship which will put them here afterwards. Absolute worst customer service I've dealt with. Save your money and do not deal with them.

I have bought over $5000.00, in jewelry from Devin in the last month. She is by far the nicest, sweetest person there. I only went in to get my wife an Opal ring is cuz Devin was there, thank you Steve k.

If I could give 0 stars, I would. My husband & I bought our wedding rings there-both with lifetime warranties. Within months of the wedding, his ring broke. They did replace the initial ring, which was still frustrating that the ring didn't even last a year. Fast forward three years, and the ring broke again. He went in to talk to them about getting it fixed but they told him his LIFETIME warranty was voided because he already used it before. I'm not entirely sure how a lifetime warranty cannot last the life span of the ring, but okay. They then told him that he declined purchasing a new extended warranty when they replaced the ring originally. Which, we wouldn't have done. We would have questioned the "lifetime" part, certainly, but would have gotten a warranty on the ring seeing how the first ring barely lasted 4 months.

Please stay away from this store and its affiliates. They deceived me when exchanging my ring. They told me that if I wasn’t happy, they would return my original ring. The next day, I went back because I wasn’t satisfied with the exchange, and they told me they couldn’t return the ring. Instead, they gave me a gift card for half the value of the ring. I left the store without a ring because I had to pay the difference for another one. I told them, “You said if I came back within 30 days, you’d return my ring,” and they blatantly told me they never said that. I was speechless. They literally robbed me my ring! Based on lies. Customer service was investigating the case. They didn’t even bother to call me back.

I ordered a silver necklace from their website on Sunday 12/8, at the time I placed the order it said it would be delivered by Friday 12/13 which was perfect because my daughter's dance comp team Christmas brunch is Sunday and it was a gift for her older dance buddy. Well I woke up Monday morning to an email stating my order has been cancelled due to issue verifying my billing information. I thought maybe it was some weird issue because I used PayPal so in a rush I placed the order again while getting my daughter ready and off to school and used a card to pay instead. I figured since I had just placed the original order the night before with delivery by Friday that early Monday morning would still get it off in time. I checked the order status mid morning and it showed it was in fulfillment so I assumed everything was good to go.

I ordered a 1600$ ring and while building the ring I tried changing the shipping status to an UPS store instead of my residence. Nobody will be home to sign for it. I called while the ring was being built and they refused to change the shipping. Now someone has to take a day off of work to catch the UPS driver. Therefore causing more financial damage and inconvenience to me or my family.

I came here to buy something for my wife's birthday. I paid in cash so that my wife wouldn't know where I bought her birthday gift (we share the same bank account). I asked the guy working there if we can return it, and he said yeah, no problem. My wife decided she didn't want this gift and wanted to buy something else instead. When we came back to the store, he said he couldn't refund it. He then said he could do it later, but he can only refund with cash and can't put the refund on the card. But he can only do this when he had cash, and he didn't know when that would be. We tried calling other Zales stores and the corporate office, but no one could help. They said it was corporate policy to only refund cash payments with other cash, and not pay it back on the card, even if they have had the cash for a month and knew the money was legit.