A link has directed you to this review. Its location on this page may change next time you visit.
- 4,189,405 reviews on ConsumerAffairs are verified.
- We require contact information to ensure our reviewers are real.
- We use intelligent software that helps us maintain the integrity of reviews.
- Our moderators read all reviews to verify quality and helpfulness.
For more information about reviews on ConsumerAffairs.com please visit our FAQ.
I purchased a rose gold and diamond ring here in November '21. By March, 2 diamonds had already fallen out. I called the store and was told that a manager would be calling me back. To be very honest I wasn't able to wear the ring so I had forgotten about it. I called again yesterday and was told that there was nothing they could do and the repair would be over 600.00. I said the ring was only 543.26. She said repairs were very expensive. They charge 76.00 for each retip of the prongs which she guessed was the problem. I asked how a new ring could have prong problems. She said sometimes it happens. So if the store is aware that sometimes their rings are defective, why would they not take care of the issue, was my next question. I was told it wasn't their policy. I asked how much she estimated the repair to be with replacement of the stones... She said it would 608.00 for the tip repair and 200.00 for the stone replacement.
So 808.00 to repair a 543.00 ring that was purchased 90 days before the diamonds started dropping out. Her final response was, "You should've brought it back before the 30 days was up." I said the diamonds hadn't fallen out by your 30 day mark. "Well...it was out of warranty when they did." I have NUMEROUS diamond rings and have NEVER had a problem. This piece was inferior and the company should stand behind it.
I took the ring down to a local jeweler, as we live 2 hours from the store where I purchased it, and had the jeweler check the ring over. In addition to the missing stones, he found several chipped stones that were in danger of falling out as well. I asked him how much it would be to repair and replace the 2 that had fallen out already... I was quoted 12.00 per tip repair and 50.00 per diamond.... So 196.00 instead of 808.00. This jewelry store not only sells inferior pieces but also gouges on repair costs. This is why most of my jewelry is bought at small jewelry stores and not the big box stores and I will never purchase another piece from and Zales. Their customer service matches their quality.
Specifically talking about Rafina at the Green Acres location. She have been a great help, since March of 2022 I’ve been seeking help getting my ring fixed and no one cared and help like Rafina did! She’s treated us like her own daughter and son. We have never felt like we would be worried about our wedding coming up and won’t have a ring. Sometimes we don’t even have to go in to get the help we needed. We spoke to her over the phone and our needs are met! If you go there you should ask for Rafina. Majority of the salesperson only cared about the sales and not the customers but Rafina have been with us through it all from the beginning to the very end! I won’t prefer anyone else!
I called their customer service line to cancel my order and they refused to cancel it and they told me that I have to wait till it get to me then I have to return it and it’s is suppose to take 2 more weeks to get here. They have terrible customers service and are extremely rude
I bought my girlfriend a $240 gold bolo bracelet from Zales online for Christmas. It broke within the first 2 months. Got it fixed by a jeweler twice but it continuously broke in the same spot. Couldn’t return it because I didn’t get the warranty and I couldn’t get store credit because I didn’t try and get it fixed by the Zales jeweler. Also, No help from customer support, long wait time on phone. Won’t ever be buying this cheap jewelry again.
Where do I begin...? Do I start with their customer service is rude, disrespectful, liars and condescending not to leave out the discrimination and Zales customer rep Marie asked me why I wanted a store credit Instead of waiting for the check that she and four other CUSTOMER SERVICE REPRESENTATIVES told me four weeks In row was on its way, I'm receive it any day blah blah blah! Mind you I returned a watch I purchased because I had felt guilty I spent that much money on myself because of a sudden loss of income for my family so I returned the watch which they made me return to them and given a receipt to prove I returned since all 3 stores within 2 hour radius couldn't come up with $297.50??? Really $300. A corporate chain store in the jewelry industry can't produce less than $300?
So this was in early March 2022. It's now almost my anniversary. The date is May 19! Still no check. Tried to beg literally for them to just cancel so called check and give me a credit for store for my wife on our anniversary. They will not do so. Again rude. After call being dropped 4 or 5 times tonight just to get left on hold for 49min and returned with news I can't talk to anyone higher up than her! This has a name for it. It's called theft by deception. I warn you people. Do not shop here. Anything bad happen in life or get lost in shipping, damaged, not fit, etc. Zales is a bunch of disrespectful, condescending, judgmental lying thrives and cons. Calling Better Business Bureau tomorrow. What's it going to take for this stupid store to take me seriously?...
I order online my mother a necklace that was engraved with all our names, when it came the names were spelled wrong. They were spelled correct on the receipt and order form. I went to the store to return as I was advise it would be quicker but that was all a lie. Let's just say I couldn't get a exchange or a refund. They had to send it back to corp. They told me I can make a new purchase on another one but now I'm already out of several hundreds of dollars on the first purchase. Needless to say I'm over my 10 day mark. I still don't have my refund. The rep told me it can take up to 30 days to get my refund. This is not customer service and not my fault the stupid 3rd party they have engrave things didn't pay attention to details. I never see a company do this to the customers. I would never again look in Zales' direction.
PLEASE HELP! I signed up for a Zales account so that I can improve my credit NOT HURT IT! I signed up to have auto payments. My first payment did not come out. I thought I would get a statement but I didn't until March the 27th. When I saw this I called that day & made 2 payments & the lady said I was on a recorded line. If I made my payments it would be fine so I did. But nothing came through. I have over draft protection plus if anything ever happens it would come out of my savings acct. Nothing ever showed up. Then my bank told me that there were some many complaints about them that they had to put a hold on the account which made my payments again 4 hours late.
When I got my next statement on April the 7th I saw 3 payments now needed. I called & made 3 payments. He said on a recorded line everything should be fine if I made my payment and which I did. Then I checked my credit report and now you reported me 30 days late. I clearly trying very hard to make my payments. Can you help me fix this?? I work in credit & this will hurt my employment. They look at credit reports. PLEASE HELP me fix this or I could lose my license. I can prove everything! Then I once again signed up with their auto payments and they drafted my account 3 more months after I manually put in the 4th month on the 25th of April. That's what happened on the 27th of April they drafted out 3 payments again, they responded and said they could not help me. Please help me. Thank you.
All I want/wanted to do is buy my mom something nice for Mother's Day. Every time I press the next button to continue on to billing it goes BACKWARDS and brings me back to if I want to pick it up or deliver. I can't pick up because it's sold out so I have to have it delivered.. Then is the billing info after I'm done with my billing info it brings me BACK To shipping info. Very frustrating!!!!
My wife just sent me a picture. On the second day of owing the Marilyn Monroe collection ring, one of the diamonds fell out. You are a fool if you don't take heed to my advice. Keep your money and purchase elsewhere, really!
I wish I would have read some reviews. Terrible service... the worst automated phone system I have ever used. The ring is small for the price. Zales is a greedy corporation, charged me a late fee twice when I paid on the due date, maybe they will wave it... I'll be asking. I'm going to pay it off rite away before they have more surprises. Support a company that appreciates you... it's definitely not Zales.
Awful, the sales reps are rude, did not show any understanding of the situation and how frustrating/upsetting it is. Sent my ring in for a prong repair, took over a month in the first place to get it back. Then was informed my ring was "damaged beyond repair". It is clear that the diamond was either swapped or severely damaged while being repaired. The only options were to take my damaged ring and just accept it as is or GIVE them my ring and get a completely new ring... while they keep my original ring. The whole point of an engagement/wedding ring is the sentimental value so the fact that they expect you to just be okay with the fact that they damaged the ring, and then don't want to allow you to keep your sentimental ring is insane.
They really need a better policy or either better jewelers who don't damage your diamond. This has been escalated to corporate and no one is willing to take responsibility, saying it's an issue with the "polish and clean" of the diamond. Took it to an outside jeweler and was told it looked like it was damaged from the heat used to repair the prongs. Very unhappy with the service and of the sales person who was arrogant, rude, and difficult to deal with. Acted as if I was making it up or crazy, but you can clearly see the difference. See the photos below for yourself! Please be cautious if you take your ring for repairs!
Return an item from a purchase online, to the store and waiting two months now and I still have not received my refund. Numerous phone calls waiting for hours on the phone and lied to about a refund check they send which was never sent. Still trying to resolve the situation.
My wife seen a good sales online from Zales for a bracelet she wanted for Christmas. Which would've made my Christmas shopping very easy. I went on the site, My first problem, I wasn't able to get the discount price, I called the customers care line and was told that price was only available 24hrs and only online. No problem. I brought at the original price because they stated if you buy now you will receive it by December 24th. Am cutting it close. On December 24th UPS knocks on the door I the signed, Package box completely seal. Upon opening the box and seeing Zales beautiful bracelet box. The Zales box was empty. No bracelet in the Zales box. I called their customers service and was told it will take 14 days for them to contact me. No one has contacted me yet. Is Zales running a scam. I left the rest up to my wife who had a very disappointing Christmas. Thank you Zales for ruining our Christmas.
Please, don't believe the commercials you see about this company. They are greedy and unfair. I ordered my grandmother a Christmas gift on Nov 18th and the pick-up date was scheduled for December 24. Strange? It gets worse. I called ahead of time to make sure the item was there and unfortunately it wasn't. I called again later and it still was not there. I was told to call the company and without my knowledge the item was returned to the warehouse. I received no email, text, or phone call about this. So, no special gift for my grandmother on Christmas. Fast forward to now I've gotten at least 20 different responses about a refund and still no contact from the actual company on the matter. So, my advice for anyone is if you have money you want to just freely give away and never see again, give it to this awful company. Save your money and go elsewhere.
I bought a pair of diamond post earrings online. They arrived in a timely manner however one of the backs did not fit the post..it was too big and kept falling off. I contacted customer and was told they could not sent another back. I was also told I could not return them to a local store even tho it said you could when I ordered them. I was told I would have to go online and fill out paperwork and ship them back and repurchase them to see about getting a new back that fit. Absolutely ridiculous and will NEVER buy from Zales again..A Hassle for such a small thing plus false advertising...** Zales.. totally **!!
Bought a monogrammed ring with birthstone. The ring got here and the stone was lose, now a week later the stone was lost and they are not willing to replace/fix it, by the time you pay for the repair it'll cost me more then the ring! Will never buy from Zales again!!
I ordered from Zales.com November 6, 2021 and the next day I called to cancel the order. I found out this morning December 7, 2021 that they did not cancel the order when I was checking my bank balance. They went ahead and charged me for it and is shipping the order I was led to believe was canceled. Now I will have to send it back and wait at least 21 days for it to be refunded. This caused an overdraft on my account. I’m on a low fixed income and cannot afford the daily charges. I DO NOT RECOMMEND BUYING FROM ZALES ONLINE. Apparently they DO NOT cancel orders. So buyers BEWARE.
Attempted to purchase a diamond tennis necklace online during their flash sale. They were offering $50 off $200, $200 off $700. The necklace was $879.99. The site also stated that all discounts would be applied at checkout. As they were also offering 35% off. Well, when I got to checkout, my total was $934.99. No discounts had been applied. The customer service rep told me that the necklace was not eligible as it was already marked down. Nowhere on the site did it state that already marked down items were not eligible nor did it state offers could not be combined. Everything they offered on the website was on sale. I've just received a credit card from them. Needless to say, they can have it back. Their tactics are shady at best and this is not a company I want to do business with! Good riddance!
Please do not buy anything from Zales. They have horrible customer service and horrible quality jewelry. Purchased a ring set from them and got the extra warranty. They are now refusing to fix the rings due to inspections not being done while their stores were closed during covid!!!! They want me to pay for the repairs before they reinstate the “diamond bond”. Total rip off & disgrace to their customers. Would not recommend them to anyone and will never buy another thing from them.
Ordered a 3000 dollar engagement ring the end of August and was assured it would be delivered no later than September 15th. Made a 1200 trip for the 22nd and 23 in NYC to propose in times Square. Called 8 times about it not being shipped between the 14th and 20th to get nothing but rude unprofessional service and was told to just calm down. Well went to NYC with no ring. Wasted 1200 dollars to have them not have the ring delivered when guaranteed it would be. Ring came in on the 28th and they refuse to do anything to compensate me. Worst company ever and I won't stop until I find a way to have something done. You can't ruin special occasions and cost people boatloads of money and get away with it.
I purchased $1,100.00 for two pair of earrings including the warranties. After realizing the poor quality, I returned the earrings, and all was refunded except $109.52 for one of the warranties. The initial purchase was on, 9/9/2021. The return was on, 9/12/2021, today is, 9/27/2021, Zales still have not refunded the, $109.52 because of what they claim is a glitch in their system! However, the salesperson who sold the earrings to me, called me on, 9/30/21 and said to do the following;
2. Because I've been out of Town, go to any Zales and sign to get the refund.
Today I returned home, stopped at Zales, Livingston Mall, to no avail, she could not help me! I am currently on the phone, so far, 45 minutes! After I get this resolved, I am closing the credit card account and will never, ever shop Zales again!!
Brought my girlfriend a ring. One thousand five hundred dollars. They sized her at the store. They had to order it. It came too small. Now to get it resized they want to keep it for a month just to tell me the cost of resizing it. I said the cost WHAT? I guess it sucks to be me. My last purchase from ZALES. Buyers beware.
I had some trouble doing an online purchase with the Zales Diamond card and needed some assistance. I was worried I wouldn't be able to finalize the purchase before the sale ended this weekend. I was fortunate enough to meet Laurel ** on the chat who called me personally to make sure we exhausted every effort to get the order placed. When technical difficulties continued, she stepped in on my behalf and confirmed the order herself and made sure that the discount was still honored. This not only met but exceeded my expectations as I was able to get a discount even better than the one I was gunning for. Thank you Laurel, it's been a pleasure!
My daughter bought me a Mother’s Day ring. Was given to me on a Sunday. I called customer service on Saturday because one of the gems were loose and because they didn’t purchase a protection plan they will not cover fixing the ring. Very very very disappointed. Will never buy from them again.
Purchased an engagement ring from these people. They try to make you feel like you're lucky they do business with you and that their stones are such quality. NOT TRUE!!!! Had the ring appraised by an independent, trusted gemologist ... She said the diamond was garbage and not near the rating that Zales claimed. Also, Zales should be more concerned with the diamond business and less with the SOCIAL ENGINEERING business. Their commercials are over-the-top with political correctness and trying to steer social behavior. Stay away from Zales.
I would rate Zales a -5 if I could. The worse customer service in the jewelry industry in my opinion. I have the extended warranty on my bridal set and I’ve needed repairs not once but twice for the diamonds falling out of the band. They told me I would be responsible for the lost diamond. The sales associate was rude and condescending suggesting that the missing diamond was my own fault. I have rings and necklaces from Kay’s and have never had an issue!!! Will NEVER buy from them again!!!!
Husband gave me a pair of 1CT diamond earrings for VDay. Got them w/o an appraisal. NEVER NOT gotten one even on EBay. Told not ALL come w/ 1. WHAT? Appraised for a fraction of what we paid. RETURNED 'EM!
I ordered a pair of earrings on January 25th. I received another customer's earrings in February 5th. I called customer service and explain what had happened. They said they have 2 weeks to pull a ticket. 2 weeks later I did not receive any contact so I contacted them again. They said give them 1 more week. I just received an email on the 27th of February stating they will send me a refund in an e-gift card for the amount owed to me. I responded.. I just wanted the company to credit my charge card. Unfortunately that’s their policy. Buyer beware.
Purchased a Disney necklace in October, and purchased the lifetime warranty. It has since (3 months) broken 3 times and can’t be worn. I’ve only worn it 3 times! It’s been getting repairs more time than I’ve had it in my possession. I was told that it will forever keep breaking in the same spot and needs to be exchanged. But to do this, I have to void my lifetime warranty and buy another expensive one, for a terrible chain that will just break again- in the words of the local manager. So despite spending so much money for LIFETIME warranty, I need to give them more money for them to fix the issue. Beyond frustrating.
Found a really nice sale going on for Valentine's Day. I ordered a beautiful heart shaped pendant for my girlfriend early so I could beat any type of delays. It arrived before the scheduled date which was nice, but after she opened it up, we saw that the chain was broken, making the piece unwearable. After calling customer service they said we could take it to a store location to have it repaired which we did. It would have been 5 stars if it didn't arrive damaged, but happy that we could just go to a store to solve the issue vs having to deal with shipping items back.
Zales Company Information
- Company Name:
- Year Founded:
- United States
You’re signed up
We’ll start sending you the news you need delivered straight to you. We value your privacy. Unsubscribe easily.