Zales Reviews

2 weeks later, we get the diamond bond. We go back to get it repaired. Another employee, a lady helps us. We tell her the hassle over the last 3 months with this ring and company. She tells us that we didn't need to purchase the protection plan because it was within the 30 days. Too late now. Then she tells us that she will send it off and will be 4 weeks. This was on 2/20/16. We later look at the receipt, the estimated return date is 3/26/16, which is 5 weeks. We have called the store, 800 number, and have emailed Zales with no answer as to where my ring is. It is now almost 7 weeks later. DO NOT SHOP AT ZALES. They only want your money and don't care about their customers.

They keep on telling you that there's a new vendor then expect their ring which is a downright lie and they deceive you upon your purchase. This is no way for a large company to do business but after awhile the customer decides that bring the ring in is not worth the trouble or aggravation that the story continues dealing with their customers. I highly recommend you not uses store since they do not stand by the promise upon purchase.

We went back to the store and request for a return and the salesman did not even look it because he know the condition of that diamond sold to us. He beg us not to return, He will exchange for us another ones the same quality as the ones that I bought within 2 weeks. He call us after 2 weeks to come pick up the exchange. When we pick it up the exchange we ask for the diamond certificate from the company make. He told us the diamond come in but the certificate not come in after a week or 2.

He give us the appraisal certificate from another local company HML Diamond Connection LLC. (Fraud Appraisal company) On the certificate of the Appraisal company HML Diamond Connection LLC (Fraud Appraisal company), the certificate listed diamond *Weight: 1.0CT *Color: F *Clarity: SI-1 (Weight/Color is different) (Weight/Color/Clarity is the value of the diamond in price). I ask the salesman why? He said for right now just take this and later if he had better he will change. I ask him that is not the right service and I still asking him for a original certificate.

2 weeks after I came back to the store the salesman not working there anymore. I request to the Store manager, name: Chris. He said he does not know why they replace like that. He told me he's going to looking for the same replace for me, during time he will order the original certificate of the replacement that they had replace for me.

I called the Zales Corporation to complain about the problem. They told me whatever quality I buy I should be replace with the same, they giving me case number # **. They told me they will contact the store manager to contact and fix the problem for me ASAP within 48hs. I never receive any call from Zales Corporation or store manager for 2 weeks. I call back in Zales Corporation, this time they make the store manager Chris call me back. The problem is not fix, certificate not there, they just tell me they will look for another diamond for me and order the certificate. Every months I check with them, but the problem still the same. The problem is not fix, certificate not there.

6 months past by I call the store manager Chris asking him I will do some things if he do not respond my problem, and after a week he call me, come in to take the original certificate (he said it just come in). Does it weird that the Diamond out of the factory to the market and sell to buyer without certificate after 6 months... (They are hiding something, my thinking).

5 months ago the local company HML Diamond Connection LLC do the Appraisal for Zales on that diamond that they had replace for us on the appraisal certificate show: 1CT Celebration 102 face cut, Diamond SN# CEL69119, * Weight: 1.00CT, *Color: F, *Clarity: SI-1. 6 months after The Celebration Diamond Collection certificate show: 0.97CT Celebration 102 face cut, Diamond SN# CEL69119, *Weight: 0.97CT, *Color: F, *Clarity: SI-2. This is why they hide from me, they do not want me to see the original certificate for the last 6 months and giving us a fraud appraisal certificate...

When I pick up the certificate from Chris (store manager) I ask him right away why? I bought Original 1.03CT/Color E/Clarity SI-1. Now is replace with 0.97CT/Color F/Clarity SI-2 (less than 1CT, low in Color/Clarity). In a diamond network if your Diamond less than 1CT value less $2000-$3000 + Color/Clarity. Chris said let him check with the Corporation Office and ask me to send to him the certificate of the original first one that I bought so he can compare and check with Corporation. I send picture to email for him and he did notify to me that he received 02/18/2016.

I had contact the Zales Corporation district for a previous case number #**, they change my case number # ** complaint about the case going on for 6 months had not been taking care and about the fraud that they do on the certificate. Finally I talk to a man name SAM. He call himself as Zales DFW district manager, he trying to tell me 1.03CT and 0.97CT is the same / color E and F the same / Clarity SI-1 and SI-2 is the same. He do not want to take care the problem. When I told him that I will report this to (FTC.ORG) Federal Trade Commission, he know that I'm real upset and he offer me to take back to the store and refund the money back.

I told him this have nothing with what I want to return the diamond because if I want to return I did return soon I found out the problem. I will not allow your people to begging me for a replace. This had to do with the ZALES Store had not honest to their customer and this is a FRAUD sale, a CRIME. I want The Zales Company & Corporation have to do an honest replacement for whatever I buy. I had contact the News Channel 4 & Dave Lieber, CSP Watchdog Columnist - 214-977-2952 (Story tip line), davelieber@dallasnews.com

What I do there: Dallas Morning News Watchdog page. He told me: "They're hoping you don't know your rights as a consumer. Under Texas law, your right is to sue in small claims court for under $10,000 without a lawyer; you'd do that in your home justice of the peace precinct. You just have to prove your case with documents, estimates, pictures, whatever. You can research, file a Texas small claims court lawsuit on the Internet and also go to the court for paperwork. You have to alert them first. They may settle before you file. Let them know you talked to me. If you get a court date, let me know and I will try to come cover it for the paper. Good luck." So I give them a warning first before I send this case to Court. Warning to Zales customers. Be careful what you buy in the Zales Store & What you got...

The people that answer the claims are trained to say "it doesn't offer two-year theft protection what you bought, the people there would've told you there are other options". First you are making assumptions for a situation YOU weren't even there for. Second you're a fat face liar, because no one would buy a warranty and not know there was a better one. That's bad consumer buying and bad business on Zales part because it's more money. UNLESS having to dish out a new piece of jewelry cost more. Even if the buying experience is good, pray that in life you never have to file a LOSS/Stolen claim because odds are you will never get a real response and more importantly, the piece of jewelry. The 699.99 band that says covered was not covered according to zales.

My husband decided we would just go in and get our money back. Guess what??? They said they couldn't get me a refund until the product was in the store. Asked to speak to a manager but there is no manager. Was told she was working in a different store that day. I called the other store and spoke to the manager who said she would check on the status TOMORROW. Explained the situation and advised her, "I wanted my refund today." She called the store and advised the lady working the counter that she authorized the return. The lady at the counter was upset that they had authorized the return... Too much drama for a little ring. I'll just go to a REAL store and buy something better... Horrible service all the way around.

I will never never never do business with zales again and we will not send anyone to their store and as for the Manager Joan she needs to go back to school and take a customer service class and if you reading this and said you have been to school for customer service Joan then you must have got your degree from a cracker jack box. You just don't treat your customers that way. This country is build on the best and greatest customer service in the world and people like Joan at Zales is ruining it.

Well, I went in 3 weeks ago and they tell me they no longer use local jewelers due to poor workmanship. Baloney, it’s cost cutting. I'm pretty sure there are decent repair jewelers here. Now, because I have a Celebration diamond it must go to Texas they say. It has been gone 3 weeks and isn't expected for 2 more weeks. Unacceptable customer service. This means that every 5 months they will have it 4 to 5 weeks. I will get to wear my ring 8 1/2 months out of 12. Who sells jewelry and thinks this is providing good customer service? Not right. I am planning to stand outside their store and warn people to ask about their warranty prior to purchase. Maybe I can help warn others before they buy...

Fast forward to this week. My husband looked at me the other morning and went slack-jawed. My diamond was missing. The tines that hold it in place were bent. I had no recollection of doing anything strenuous enough to do that kind of damage. I called the number for the insurance. They told me to go into the store. That's where the adventure started.

The salesman, who first told me to call the number, then informed me we hadn't brought the ring in for its six-month inspection, which was very upsetting because I was there. The clerk seemed to be questioning my honesty. He then said my husband hadn't purchased insurance. "You appear to be angry," he said, sensing that my scowl meant I was upset. I reviewed what had happened so far and said I'm not angry I'm upset about my ring. I said my husband bought insurance and we were definitely here. He said nobody filled out the paperwork that showed we had been there. I said that wasn't my responsibility. How was I supposed to know that was what should have happened. He again told me I appeared upset. I asked for his name and he would only give me his first name. I hadn't cursed or raised my voice at all and he threatened that he had a witness and security.

It was almost like a routine he was accustomed to. Now, being a person who writes about cops and situations that can develop. I was cautious and stopped talking so he could patronizingly explain to me how things worked. He said he was sending my ring in despite my missing inspection and that it would be back in about a month. I asked him to explain what he was saying since he already said I don't have insurance. Does that mean they're replacing it? I said, "I don't want to pay for it again? Please cancel the credit card my husband took out now." He told me I wouldn't be charged but couldn't explain what would happen at corporate.

I told them they were very unprofessional and that it appeared to be their fault if they had no record of us being there in June since we had the ring sent out to be resized and paid for that on the company credit card. I said I thought it was time to go - because I really felt they were looking for a reason. I'm not sure how this will work out, but I am planning to write to the company to express my disbelief and disgust at how I was handled. Never was there an ounce of compassion.

The manager was unconcerned about the problem with the necklace that I bought as a Graduation gift for my daughter. I bought the necklace for my daughter (August 2015) and put it away until her graduation in December 18. He said it is over 60 days since I purchased the necklace. I said yes, but it did not come out of the box till I gave my daughter the necklace. She tried to put it on and the chain broke in three pieces. I guess the quality of the necklace was crappy. He said, "buy the extended warranty," I said "why would I do that after you won't even give me another chain." I would have bought the extended warranty if he would have exchanged the chain. As soon as I pay my bill, I WILL NOT buy anything else from Zales!

My engagement band was thin to begin with but after two times of being sautered together it would be so thin after separating them that the ring wouldn't make it. Manager told us we would need to add to the ring to make the band thicker. Of course she tried to make us pay for it which would have been over $200. We told her this was her problem to fix and after further discussion she gave in (not very kindly) to pay for all damages/issues with the rings. I feel as if they have had my rings more than I have since being married. While they are apparently doing their best to fix the rings, I do not recommend Zales to do any work on your jewelry.

This morning, while looking at my ring, I noticed that yet ANOTHER halo diamond is missing. Two diamonds in 4 months. Unacceptable. We will be contacting the store for a refund on the custom setting. My husband did not pay for a ring that I cannot wear daily, or a ring that will have to go for repair every four months because the stones continuously fall out. An engagement ring should be something that I can wear forever, and for the price he paid, this ring is not worth it.

I only asked Linda two questions: 1) Explain to me about the Lifetime Jewelry Protection Plan 2) Explain to me about the option to upgrade at any time with Zales. Zales uses a very deceptive practice when it comes to explaining the upgrade process. I asked Linda specifically "if I want to upgrade the ring at any time in the future I can?" She said "yes, as long as the upgrade to a newer ring is of greater value for what you paid for on your current ring." As an example, I asked Linda "so what you're saying is that since I paid 5k for this ring, in the future if I want to upgrade to let's say a 6k ring, Zales would pay me the same amount I paid for the current ring on a trade in and all I would need to do is pay the difference so in this case an extra 1k?" She said "Yes."

After I proposed on 12/31/15, I contacted Zales on 01/05/16 to let them know that the ring ended up being a little bit too big on my now fiancee and that I would be bringing it to them to get resized. I contacted a different Zales that was down the street from me and asked them if I could bring it to them. They said "Yes." When I brought it to that Zales to get resized my fiancee and I were looking at different rings while the salesperson was finishing up with another customer. I saw that my fiancee was eye balling a different ring so I kindly asked the salesperson if we could look at the ring. He kindly obliged. I told my fiancee that if she liked the ring the good thing about Zales is that we can upgrade the ring at any time and simply pay the difference of the cost for a more expensive ring once we traded in our ring. The salesperson said, "I'm going to be honest with you that's not how the upgrading works."

When he told me that I looked at him cross eyed and asked him what did he mean by that and how does it work? He explained to me that in order for you to upgrade you have to buy a ring of DOUBLE THE VALUE of what you paid for your ring. When he told me that my face got so red and I was so embarrassed that I could not understand why the salesperson - Linda ** at the Southlake, TX store would lie to me about something like that. I wanted to make sure that I heard him correctly so I asked him, "so what you're saying is that if I want to upgrade to another ring I would have to buy a 10k ring?" He said "Yes." At this point I'm furious because now I don't know who's lying.

Is it the salesperson in front of me trying to make a sale or was it Linda that lied to me. I told my fiancee that I need to call Linda and ask her if this is how the upgrading works to see what she says. I called Linda and told her that "I was at a different Zales and they just explained to me that in order for you to upgrade you have to buy a ring of double the value, is that true?" Linda, stated "Yes." I said "Linda, I specifically asked you this and that's not what you said at the time of the sale." I bluntly told her that she was unprofessional and that really left a sour taste in my mouth. I'm still within my 60 days and seriously considering taking the ring back and getting my full refund and going somewhere else.

The only thing that is saving me right now is that I'm still within my 60 days so can you imagine what would have happened let's say in 1 yr from now if I want to upgrade the ring and they informed me of this? Anyway, I hung up with Linda and proceeded to keep talking with the salesperson at the current store I was in and asked him "why isn't that in writing? I do not show that on any of the receipts and anything." He stated he knows, but that's how Zales operates.

I had a question about a return/exchange policy. I asked him if the earrings were not liked as a gift could they be exchanged. He indicated there was no return or exchange for that price (I did not really like that policy). I then thought about completing the transaction a little longer and asked the salesperson the price once again. He, once again, used the same calculator and came up with $699, before taxes, a second time. I decided I could live with the compromise and we began to fill out the paperwork for a Zales card/warranty to complete the transaction. Once the paperwork was filled out and the salesperson was entering my info he informed me he had made mistake. I asked what kind of mistake and he said he could not sell me the earrings for the discounted price he indicated on the calculator. I will admit I did become agitated and upset. I asked him why he could not honor the price he had showed me on the calculator twice.

He pretty much said he could not but he was still giving me a good price on the warranty. He then said he could sell the nicer earrings for a higher price but just not the price he had shown me. So what he added up was the sale price of the inferior earrings (but he was selling me the nicer earrings) and discounted warranty =$699 before taxes, not the non sale price of the inferior earrings and the discounted warranty. Never did he tell me, until we were completing the paperwork, that the price he quoted was of the non sale price of the inferior earrings. The salesman then informed me he had other customers to take care of (I guess I was not a customer anymore). I told the salesman I did not like being lied to. I told him I wanted the paperwork I had filled out for the credit card/warranty. He told me I had not given him a card. I told him I wanted the credit application I filled out since it had my personal information.

He did give it back and I walked out frustrated. I made a call to Zales Corporate to file a formal complaint a few days after the incident. I have not heard back from anyone in the company to address my complaint. It is with my limited experience with Zales Jewelry that their business practices are unethical. I would recommend if anyone is shopping for Jewelry and they come across Zales that they research the company thoroughly before spending their hard earn cash with them. BUYERS BEWARE.

I have called their customer care almost every day for the past week and I hear nothing but lies. I suddenly hear today that UPS attempted delivery on the 24th and that's not true at all since I was at home the entire day and nobody came. This is a high value item and I was expecting better handling and more prompt customer support on this. Not only you have pushed me towards the most embarrassing moment of my life, but also there is zero empathy shown by these customer care execs. I placed the order on zales.com and not UPS.com so if there is something this horrible with the order processing then I am well within my right to reach out to Zales.

Shortly after I returned both of those rings. One, I returned the day I went to pick it up, the wedding band on 12/03/2015 at the Katy Mills Mall location. The engagement ring I returned a little later on 12/05/2015 at the Memorial City Mall location. I was told it would take 48 hours for the returns to reflect back on the Zales Credit Card account. I called Zales.com to check the status of the return on 12/09/2015. I was told the returns both went back on the card but there was still a balance due on the card. What? I asked what the balance was for/from. The representative from Zales.com told me "when you returned the rings, the whole amount you purchased for the rings wasn't credited back to the card." Why not? The representative stated, "you received XYZ amount back from the first right out of what you originally paid online, and you only received XYZ amount back on the second ring you purchased online."

I asked why was this happening and why wasn't I credited back the entire amount of the purchases? The Zales.com representative told me she didn't know and I needed to call the store to find out why they didn't give me the full return back on the ring. I called the Memorial city mall location and asked to speak with a manager. The manager had gone for the day, so I spoke with the store representative that answered the phone. I explained to her my situation, all for her to tell me she couldn't help and then I would have to go Zales.com back again. Repeated I told her I had already spoken to them, and they told me to call the store back. She told me she couldn't help. I asked for the manager's name and she told he would call me back tomorrow. He didn't. I had to call the store to get an update.

When I talk to the manager he told me he didn't know what happened and he would have to do some research. He called me back and told me all he could do was give me the number to the bank that financed my Zales Credit Card. I called the Zales credit card number 888-438-6255 and the girl that answer the phone told me she didn't know what happened. She put me on hold and came back and told me that the different back to the card was because I paid for shipping and the shipping fee wasn't refundable. I couldn't believe this. I told this lady that I open that card online, and per the website you don't pay for shipping if you ship the item you ordered to a Zales Store. I offered to show her my order that was emailed to me from my purchase online. I offered to show her the slips I had to sign when I picked up my items in the store.

She put me on hold again came back to the phone and said she spoke with her manager and the amount would be credited back to my card within a billing cycle. I can't believe this. These people are totally unorganized. The stores don't work with the stuff online, and the online stuff don't work with the stores at all. There is absolutely no communication at all. It puts the consumer in a loop when you are trying to resolve your issue. Now I totally see why Zales has bad reviews. I've had to make a number of calls to get this issue resolved. I will be keeping a close eye on this credit also. To make sure they put it back on my card. In closing, I wouldn't deal with Zales at all. I would go to Kay or Jared. If you do decide to do business with these people keep all your documentation and record every communication with every person employed by Zales.

I have contacted everyone I could think possible of helping me. So now I am emailing you guys one more time and next I will be messaging the consumer reports because this situation is still not handled and I do not feel that this is needed for me to go through all this trouble for me to get my money back for the second transaction that I did not authorize. Please email me with the resolution that you may have regarding this situation, or give me a call. Thank you.

There was another large, yellow flaw on the side diamond as well. She told me it was a flaw and that they don't use glue to set it. I explained my ring didn't have 2 big, yellow globs in the center stone or the side stones. She then told me that I probably just never noticed them before even though I've been wearing it everyday for over 4 years! She assured me that they are the same but maybe they looked different because it was "clean" and started to try and explain the C's to me. I told her again, these were NOT my original diamonds. My diamonds did not have 3 HUGE yellow flaws in them!

I had my husband come see the ring and he too told the lady he would NEVER had bought a ring that had diamonds that flawed. I told her if my husband had bought me that ring with that large of flaws on the diamonds, we would have returned the ring after the engagement and bought a different ring. I have high definition photos of my ring and there is no visible flaws on any of my diamonds. My husband talked to the Zales service center and they said they would send it back, my ring, to be assessed for repairs but they can't guarantee that my original diamonds will be replaced.

My son works very hard to earn his money at his job and doesn't need someone to convince him to do something like that without the consent of an adult. I took it back and got a refund for him and the salesperson looked at me like I was stupid to do that. Not happy at all with Zales sales tactics. Will never shop at any Zales store ever again including my son. Totally pissed!!!!

I asked them why I couldn't get my gift card issued to me and they could figure out their technology issue later but they CONSTANTLY tell me to wait. I needed to buy another ring and I did not want to buy another ring and have a $600 gift card sitting there afterwards. Who knows when they will fix their problem. The supervisors tell you they are talking to corporate and there "hasn't been a resolution" but when you ask to see a copy of the emails they are sending or to talk to corporate directly, they say "That's not possible, you just have to wait." NEVER EVER shop at Zales unless you can dispute the credit card.

I have reached out to the Corporate office 4 times & I am getting put off. I am requesting a cash refund settlement equal or close to the purchase price I paid. The corporate office seems to want to deflect responsibility & hand it back to the also district manager that did not want to approve the last repair. Corporate is telling me that the District Manager is equal in management level of the corporate office. I beg to differ! Because I paid $1,300 for the ring, unlike those that cost $30,000, you would think a refund would be simple & not a problem for Zales. At this point, I am on hold & awaiting a response. Corporate told me earlier they were willing to send me a $100 gift card which is a HUGE insult & undermines the customer's rights plus value in their product!

I informed them I would be taking legal action for financial settlement should they not compensate me with a cash/check settlement upon the return of my ring. That's where things stand as of today, but to say the least, Zales corporate is stating that the poor quality of the ring, plus amount of diamonds that have fallen out is my fault & they seem to be low balling me as far as reaching a financial settlement. If anyone has additional, helpful legal feedback, I appreciate it. I will not accept store credit or a gift card. Zales is not treating me fairly at this juncture. I will be in touch with the Better Business Bureau as well.

I was appalled they would even suggest paying to fix their faulty ring. I have also sent a copy to their corporate office, but have heard nothing. This is such a special gift from my daughter and it would cost them very little to fulfill their obligation to fix a ring that was never right. I advise everyone to purchase from a reputable dealer. After reading the reviews I would never purchase anything from them. This is a family owned business. They should be ashamed of their customer service department.

The Manager said she would not sent the ring in again, and nothing was wrong with the ring. When I was looking at the ring once one of the stones in the ring was now broken. I pointed that out, she will not do nothing with the ring and told me to get out of her store. Before she told me to leave the store she said my Mothers Ring did not have any value. Well Mrs. Manager, My Mother is very important to me, and the stones are my children, and they mean the world to me.

In the first week of July, we noticed that the ring has been listed as a retired style. We called our local Zales and we were advised that if we wanted to get this particular ring, we had to move quickly, otherwise it would no longer be available, as retired meant that this particular ring would no longer be in production. So, we found a way to get the necessary funds together, and went to our local Zales. At that time, I thought this would be an exciting and happy time, I'm getting the ring that I had fawned over for almost two years. July 7, 2015 is when my nightmare began.

We went and purchased the ring on July 7. From the very beginning, the sales rep that we were dealing with (store 1647, West Farms Mall, CT) was very nice. The manager of the store, however, was nothing but rude and incapable of dealing with other people's questions or concerns. Before we left the store on the 7th, I specifically asked for a time frame from the manager that I could expect my ring back. With the amount of money we had just spent, I didn't think this was an unreasonable question. I also had to give up my original engagement ring as part of the transaction, so I was ringless. They said "two, possibly four, or possibly even eight weeks due to the sizing process" (my finger is a size five, and the new Celebration Fire ring was a size 7).

At that time, they were also not sure if sizing the ring was a possibility or if they were going to have the band casted in my size. We were told at that point in time that they were not able to get through at that time to their corporate offices because it was after hours, and at the time, I was under the impression that their offices were on east coast time. As this process progressed, and the more I learned, the more upset and taken I started to feel.

The following day, at the discretion of the West Farms store manager, the ring was sent to a jeweler in upstate New York to be sized. We ended up receiving a phone call the following week, on July 17th, that sizing had been completed and that it was back at the Zales location for pickup. I was ecstatic because we had originally been told that the ring would not be back until the 25th of July. My fiancé stopped on his way home from work to pick it up and made a special trip to my office to bring it to me. All seemed right with the world to me, or so I thought.

Fast forward six days to July 22. I was at work in my office when I felt something poking me in the side of my left middle finger. I looked down, and my ring was missing the last set pave diamond at the bottom of the shank. I immediately started to freak out. I took the ring off and looked at the other side of the ring. The matching diamond on the other side was pushed so far into the band it too first appeared to be gone, but it was still there. My heart jumped into my stomach. I screamed. My first reaction was to get on my hands and knees and start looking for the missing diamond. My co-workers, having a similar reaction to myself, offered to help, but after five minutes of panicking, I realized that this diamond was so small, it literally could be anywhere, and we would never be able to find it.

After making a frantic call to my fiancé at work, I called the Zales store that we purchased it from. Neither person we dealt with during the purchase was in at that particular moment, and I said I would call back when she (the sales rep) was there. In the meantime, I took a ride to see a friend of mine who works in my town as a jeweler because I needed answers. I was so distraught at that particular moment in time that I didn't know what else to do. He took the ring from me and looked at it under a jewelers loupe.

Among the other things he saw wrong with the ring, he told me that the only diamond that was being held into the ring with any type of integrity was the headstone and that I, at that point in time, was lucky that I hadn't lost three or four MORE of the pave set diamonds on the shank on both sides. My despair turned to anger almost immediately. He told me what I needed to tell the reps at the store to tell the person repairing the ring so that it was fixed correctly and that I didn't have this issue again. I thanked him profusely, got back into my car, and called the store. In speaking with the sales rep, she was shocked that something that severe could have happened with this ring. I told her that I would be in the store to drop it back off to send it out to be repaired that evening.

Beyond angry, and very begrudgingly, we returned to the store on the 22nd to give up my ring again, after only having and wearing it for six days. We were told that the ring now had to be sent off to corporate to fix it. The first thing that I could get out of my mouth to the sales rep was "I don't care how long it takes for it to come back, as long as it comes back in ONE PIECE, I'm happy." I then told them what my friend told me to tell them to tell the jeweler who would be doing the repair, and we were on our way, once again, ringless. The projected return date was August 26, five weeks later. There was also no way to rush the return of the piece, because we were advised that this is corporate, and they do their repairs on a received-date basis, meaning they are repaired in the order in which they are received.

August 26 came, and we did not get any phone calls as we had after the ring returned the first time. My fiancé, who was just as upset at this juncture in time as I was, made a few phone calls. After hang ups and unreturned calls from customer service, he demanded to speak with a supervisor and get answers as to why we were in the current situation we were in. The long and short of the phone calls resulted in us learning two very crucial piece of information: the first, celebration pieces are ONLY (and I cannot emphasize this enough) supposed to sized, repaired, and touched by the four or five certified jewelers employed at Signet Jewelers (Zales parent company) headquarters in Irving, TX and the second, that their headquarters were in TX.

We were never told directly that the manager at the West Farms location had made a mistake in making the decision to send the ring elsewhere to be sized, which caused irreversible damage to the band on my ring, but I can read between the lines enough to know that the number of people who are now involved in this whole debacle points to that as a logical conclusion. So that night, when it was originally purchased, and we were told that they could not make a phone call to get us the information we were seeking, they were basically in a sense lying. Irving, Texas is two hours behind Connecticut in time zones. But for whatever reason, they CHOSE not to stay on the phone at that point in time. That phone call would have saved me six weeks worth of a headache and not having to deal with a damaged ring.

As a result, we did end up getting some money back, and were even offered the option for a full refund, but at the end of the day, I just really wanted this ring. We were also afforded a free GIA appraisal from the GIA lab in New York City, which I am now taking full advantage of. So prior to it returning to CT, it had to be signed off on by two different people in TX, and then upon the rings return, the regional manager, who were dealing with directly now, came to CT to look at the ring before it was released to us on August 29.

Since getting the ring back, I am cautiously happy to report that there have been no issues with it, however, because of the damage caused to the band by the original jewelers who sized the ring, the last two diamonds on the band that were replaced do not sit as they originally did, and the way it is now is the way it will be forever. It may be sounding to be nitpicky, and when I wear the ring, you can't see that the diamonds do not sit flush with the rest of the diamonds on the shank. But my issue is that I know it's there.

Lastly, I would like to say that the manager at the store continues to be rude to us every time she sees us. When we picked up the ring on the 29th, she was very unapologetic and very terse and rude to a point, like she had done us some type of favor at some point in time. And she continues to be rude. Yesterday, we took the ring back to be sent out for the GIA appraisal, and she just continued to be rude. I did not go into the store, because I refuse to do so when she is there, but my fiancé told me that while she was helping him, she just walked away and had another sales associate finish the transaction for some strange reason.

I guess I should find solace in the fact that she was rude to the people who she was helping prior to us who were trying to get her opinion on wedding bands, but it doesn't. I would assume that she and the sales rep both made some type of commission off of our sale in July, and I believe a little bit of gratitude towards both my fiancé and I is warranted considering all the mishaps she's directly responsible for. The bottom line here is education. The more you know, the less you have to go through. I just wish I knew half of what I've learned before entering into this whole transaction. But believe me, that rude manager hasn't heard the last from me yet.

Today, sitting at my desk at work, I notice a diamond is missing. I was just in the store the end of June for the Diamond Bond inspection and was told the ring was sound. I call them, because now I'm very upset. I haven't even owned this ring for 2 years. I process mortgage loans, not like I work in a factory or something. I shouldn't be losing diamonds like this. Lo and behold, she can't find us in the computer...again. I'm going home to get my Diamond Bond paperwork and calling again. Told her I was unhappy with what is going on with this ring. It wasn't cheap. She was very unapologetic and almost rude, "Well, you're not in my computer." I will NEVER buy another thing from that store again.

There is another jewelry store in town I love and they can resize in a hour. Why does it take a big chain a month to resize?? The day I went in to have it resized, it took 40 minutes for them to find my name. We had bought the ring 2 days before. The lady who sold the ring had entered my phone number wrong so they couldn't find it. Finally, a manager found it. Then when she told the manager what size I measured, it was different than what the sizer ring just showed. Luckily I caught it and got it corrected. So far not impressed with anything with this place. Can't wait to get my ring and if the sizing wasn't part of my purchase, I would have definitely went to another store.

I feel so blessed because after all these bad reviews Zales has gotten, it turned out to be a good day for me after all, I went to Walmart w/ my Walmart card and bought myself a pair of diamond earrings, looks like I had better luck than having to deal with rude customer service reps and cheap jewelry... Would like to thank the customer service rep who worked Sunday Aug 9th at Zales for being so nosey and looking in my wallet, she saved me the heartache and tears, BTW, I absolutely love my diamond earrings from Walmart, I saved myself over $650 dollars w/ a lifetime warranty, I would suggest to anyone of my nursing friends to read these comments before purchasing anything from Zales... #Iwin

Miraculously, the package arrived 3 days later WITHOUT A CHAIN FOR THE PENDANT. I called again and spoke with an agent who finally understood my frustration and informed me that they would send a replacement chain immediately and refund me $25 for my inconvenience. I got an email a few days later confirming the refund which did appear in my account.

Last night, 3 weeks after I was told the chain would be sent, my niece told me she still had not gotten it! I called Zales and explained the situation and was informed that it was not their policy to replace the chain and that I had received $25 credit due to the missing chain. I explained that Stephanie had told me she was sending a chain and the credit was compensation for their lack of service. I was finally put on to Janet, a supervisor who proceeded to inform me that they are not able to replace the chain. Although she kept apologizing, she said she cannot replace the chain. I asked "You are a full service jewelry store, correct? Then why can you not send a chain to complete my birthday gift?"

I cannot get my head around the number of Zales errors made with this order. Wrong address - by THEM, Not contacting me that the package was delivered incorrectly - by THEM, LYING to me and telling me they were sending a replacement chain, Not completing an order. The website clearly states that this pendant comes with a necklace! I told Janet that it would make more sense for her to send a chain to complete the gift and make a customer happy than to incur the wrath of a clearly upset and angry customer. She did not see it that way and apologized again that she could not send a chain. She said she could offer another credit so I said I wanted $50 so I could buy a chain to complete the gift Zales should have. She said all she could do was another $25.

Trust me, my boyfriend's name is different. She even looked up his account by number. I made him return the ring. They ripped him off by 3,200 dollars. She made the statement, "I can't disclose the final amount of ring to you because you won't be approved by the bank." (LOL) My boyfriend has EXCELLENT credit. He put 3k down and they only showed 1400. So either this manger pocketed the other 1600 dollars, or put it into her paycheck. This was at university mall in Tampa. Please, I highly suggest you to first inform yourself on diamonds, and go to a wholesaler who sells GIA certified diamonds, and are getting what you paid for!!

Three weeks go by and I don't see a refund for the ship-to-store order. I call Zales, they tell me I have to go to the store and receive the items, then send them back. I speak with a supervisor. She tells me that they will have the store return the items without me having to go there, and that she will send me an email confirmation when the items are returned..

Two more weeks go by. Still no refund, no email as promised by the supervisor. I call again. They say there is no record of a return, and that I have to call the store myself. I tell her that SHE needs to call the store and straighten it out. She makes a note in my file, says they will call in two business days. As of now this still has not been sorted out. I would go to the store myself, but I live outside the country (had just been visiting and would have been able to pick up the original order). So I'm dependent on Zales horrible customer service to fix this issue. Keeping my fingers crossed...

The upgrade trade-in is a lie.There was no advantage for being a loyal customer. I should have went somewhere else. If you buy a ring and you choose to make it bigger add more diamonds or upgrade the ring you have to buy a new ring. If you want that upgrade guarantee credit towards a future ring just in case then go somewhere else.

Well, I wish to update this information, as last week they deposited the money into my account for the work quoted by my jeweller to fix the ring. They then included in this an additional 35% to cover phone calls and expenses associated with the loss. I was very grateful and most shocked by this, so I thought I had better let other people know that it had a very successful ending and one I certainly did not foresee occurring.

Original Review: July 11, 2015

We recently traveled to the United States where I spent $2,500 on a ring and earrings on special. The ring was worn for only about 16 hours and when I returned home I wore it over to a friend's place. When I looked at the ring the entire center piece of diamonds was missing, I only had the band left. I was absolutely horrified, it had not been damaged or struck on anything. We searched for ages to see if we could find the impossible... and we did. I picked it up and took it to my Australian Jeweler, he said it had not been welded together correctly - only 'just' stuck on and to send it back.

Well... that has been a nightmare, I have sent email after email. The first one they said I needed the docket no, store no, receipt of purchase etc., so I sent them all of this plus the photo of the two broken pieces... have never heard a thing again after multiple emails. I am so angry as I love diamonds and I thought I was going to a professional store. I even warned them I would be taking this further and still no response. I will try and protect as many people as possible from being ripped off by them by telling this story and exposing them as to how they operate!

I called them and they said the extra charge would reverse in 3-5 days. I call my bank they told me 2 Weeks!!! Zales lies and holds back too much money. Why ZALES? Why must you continue to beat me down and down? In short, if you buy from Zales use CASH AT A RETAIL STORE! The online department is horrible and will only give you financial headaches trying to balance an account with multiple charges. When I get my money back I am changing my card number so they don't decide to rob me again next week. One month full of headache and being screwed on money, STAY AWAY!!!

I am frustrated and mad. That store has always been rude!!! I always bought my jewelry at another company but, my husband like this ring so, that's what he picked so I went with it. I guess I will have to return to the other store I have purchased numerous items from over the past 20 years and had NEVER had a problem. I would love to have this resolved.

Now, I'm now living in South Dakota. I've had my ring for about a year and a half and my top diamond fell out. I brought it into the store to have it fixed and they could not find his account anywhere. They explained that the prongs for my diamond broke which cause the diamond to fall out. They then said that unless we could find the diamond bond (that we never got) we will have to pay for the diamond, the metal prongs and the work put into it. I gave them my ring for them to send out for an estimate and said I would be back with my paperwork. I went back the next day and gave them all the paperwork I received and they were still unable to find the account and told me to call the store in AZ. I did and they found the account in their records but told me that they were unable to send it to me and told me to call corporate. All corporate did was tell me that they can't speak to me because my fiance's name was on the account.

When I got off the phone with them my local sales called and told me to come back because they found the account and needed to speak with me. When I got there they told me I had bought the lifetime warranty but that only covers the ring and not the diamonds. So, I will still have to pay for everything, they told me that if I had brought my ring in every six months with the diamond bond (that I never received) then my ring would be insured. They even threatened to keep my ring for four months when I got upset and pointed out that the ring is what broke and made me lose the diamond so inspecting the diamond wouldn't have made a difference. So now I have to pay the cost of an entire new ring and wait AT LEAST 2 months all because the quality of the ring is bad.

At this point, I am absolutely livid and I will be filing formal complaint against the associates in the store, mainly the one named **, who was unwilling to assist and provide a service that she paid to perform. I will never spend my money in Zales and I suppose Kay has gained a new customer.

I was a bit suspicious, to say the least and worried every day that I was being ripped off. (My fiance bought my diamond from Brian Gavin diamonds and they gave me the tracking number for my package and my fiance purchased a DIAMOND from them, not just a setting.... In fact, they mounted my diamond onto this setting but I was given the tracking number... HMM.) Anyway, the setting arrived at the store and my fiance and I went to go pick it up. First off, the manager there kept asking us questions as to why we had the setting shipped to his store and why we only needed the setting and how we were able to purchase JUST the setting. Apparently, you can't do that but I was lucky. I asked the right salesperson at the right time when a customer only wanted the Celebration 102 diamond and not the setting itself. The whole experience there at the Redondo Beach store was terrible.

The manager then insisted on showing us the Celebration Grand engagement rings, saying these were better and that HE liked the setting better because the cathedral part of the setting opened up, instead of it being close together on the Celebration 102. The ONLYYYY reason why I bought the Celebration 102 setting was because I liked it and I could NOT find a setting similar to it anywhere. So why the hell would my fiance purchase a whole different engagement ring when we already BOUGHT the setting???? The manager kept trying to push us to purchase the ring even though we told him multiple times that we liked the setting that we had but he kept saying HE liked the Celebration Grand setting better. Wtf? Was HE going to be wearing my engagement ring?

So I tried this tactic: I asked him if we could return the setting at his store then so we could purchase the Celebration Grand engagement ring at his store, diamond and all. He hesitated and wandered away, came back and muttered something like "uhhh I guess.......". So that's a no? After that, we had to tell him we were going to think about it and come back the next day if we really wanted the ring. He even took the receipt from our purchase of the setting and PUT IT IN HIS POCKET. I saw him do it, and we had to ask him for the receipt before we left because there was no way in hell I was going to leave without a freaking receipt. It was SO strange that he tucked the receipt away in his breast pocket, like he was hiding it. Has he never done transactions before?

I really loved the Celebration 102 setting, but not the diamond. The 102 facets didn't sit well with me, regardless of how "shiny" it was. I also saw online that 99% of the diamonds that are mounted in any engagement ring at Zales are underweight in carat size than what's advertised. It's not technically false advertising since they put an asterisk next to it, saying there's a chance the carat weight will be lower than what's listed. Then why the hell am I paying up the butt for the engagement ring? That's not even the worst of it. When I got the ring mounted with my beautiful diamond from BGD, I saw that the cathedral arches that touch the diamond were uneven. Don't get me wrong, I contacted BGD about it and they told me that's how they received the setting. They even sent pictures to prove it.

Well okay... I had to go to a local jeweler to get my diamond re-mounted higher because I didn't want to keep mailing my ring (too much of a risk of loss) to BGD. When I got the ring back from the local jeweler, I had the same problem. The arches on the setting aren't equal. It turns out that when the setting was made or when the first Zales store took out the Celebration 102 diamond, they basically ruined the setting and made the arches uneven. No jeweler can fix it because if both the arches come really close the diamond, one of the arches will be lower than the other..... Seriously, I'm a sucker for details. I pay attention to details so much that it pains me every time when I look at my ring. It breaks my heart that Zales is a store that's supposed to be about the happiest day of someone's life but everyone that works with Zales is a complete **.

The worst part is, when I first received the setting, I couldn't even tell if the arches were uneven or not because there wasn't a diamond mounted in it. I only noticed it AFTER the diamond was put in there and it's so terrible that they treat their engagement rings like crap, ESPECIALLY if they were planning to sell it to someone else. I'm really glad I never took my ring back to a Zales to get it remounted higher or to get it resized. All the horror stories of women getting back a ring that's been damaged/ruined, even just from a cleaning terrifies me. If you're a Zales employee, shouldn't you take great care with the rings you handle?

The manager of the store had to intervene so that my fiance could get her ring back. She had left that store and had gone to Luisa Graff jeweler and had them inspect her ring and sure enough they had found the two broken prongs. The pleasant Luisa gal had taken a jeweler approved pen and had marked the bad prongs in blue. After hearing about the unpleasant experience with Zales I promptly called down to the store and had gotten a hold of the second employee and gave her the same rude and unpleasant experience that she gave my fiance today. That's one thing I will not tolerate is that lack of respect. I had spent a considerable amount of money with Zales so they could treat my fiance rudely!! I promise that will NEVER EVER waste my money at Zales again.

After actually listening to my situation, ** pulled out rings from the jewelry case, and asked further descriptive questions until he could visualize the ring I was looking to fix. He then left for a minute, and came back with two sheets of paper. On one, he drew my ring in front of me, shockingly accurate, and on the other, we spent the time going through pro's and con's of different options available to me. I must say, ** made this a fun experience! We concluded by setting up a future appointment, on a day the work could be done in front of me, as this ring is very sentimental to me. Great enthusiasm, Great experience, I recommend Zales outlet to anyone looking to express their creativity.

** came back with a price of over $7400!! Now I'm no genius but I can certainly add. She had taken the set I picked out and marked the price up to $4199 and $1199. She had the nerve to put a sticker that she had written on over the original price! When I asked her why she had marked the prices up she replied, "Corporate makes us mark up the prices to cover the 10% discount that is advertised as a special." She said they have to mark them up in order to mark them down. WTF? Really? So not only was she trying to steal from me and my fiance but she pointed the finger at corporate office. This should have been an exciting moment for the both of us, yet it was made into something so disgusting and ugly! I love the Vera Wang Collection and I am sad about what happened this past weekend at Zales. How disgusting!! She should be fired!

I had received my wedding band. I had learned the jeweler has switched my ring with another woman's ring. I still have more questions and am weary of returning our rings for future cleaning maintenance. I am seeking an alternative. I am not risking this to repeat. I expected more from the store manager and corporate. I expected outstanding customer service from a corporation such as Zales. I have repeatedly asked to speak with the district manager of the Lake Grove NY location. I am still waiting to hear back from the District Manager on this matter. It is obvious that corporate is being evasive with my concern on this store experience.

I have received a call from a general customer service representative named **; needles to say, I am very disappointed with the demeanor of customer service. I got a non-emotional response. The rep initially stated, he was confused and didnt know what I wanted the company to do for me. I was in disbelief. His remark was in disillusion. He felt my sense of urgency to resolve errors in their repair and cleaning process what no substantial. His attitude was belittling. I expressed the great chance that my ring may have never been found. I do not want to risk this happening again. Therefore, I do not want to have my husbands or my wedding band serviced by this Jeweler ever again. He claimed, Yes I am entitled to my opinion for not being comfortable with Zales and that I was making subjective statements on how I feel Zales should handle the situation.

Of course, anyone is entitled to their opinion, however; I am expecting stellar customer service solutions and problem solving. I am seeking restitution of some sort. If I choose discontinue my relationship with Zales services on cleaning, I expect reimbursement for lifetime cleanings I will not use. Regardless of the fact that I do have my ring it is inexcusable and there still needs to be restitution for someone experiencing this at a jeweler.

FINALLY, hours later, ** said she would sell me a new protection plan for $54.00 to cover a new purchase up to $291.00, my original purchase price. The same ring now costs $399.00! After much convolution, I decided to turn to the internet and post a warning to young couples. Dont buy from Zales. They will rip you off and waste weeks of your time after they sell you a poor quality product.

I then was told my W2 could be found online. After struggling to try to recover it they finally told me it was actually not available online because I wasn't employed there and sent me a link to download it. I went through the entire process of downloading it and they had the wrong address on it. I couldn't get in touch with anyone over the phone so I had to resort to emailing them. From there I finally received an email back (in February) and was promised I would be mailed a corrected W2. The new W2 that took, 11 days to arrive, had the correct address on the paper they put in the envelope window and again the WRONG address on the W2.

I was extremely frustrated and requested them to overnight me a new one with the correct address so I wouldn't have to cancel my appointment with my accountant and they DIDN'T. I still have not received a new W2 with the correct address and they have officially stopped responding to my emails. They are extremely unprofessional and breaking the law by withholding my correct W2s. This company is awful to work for and they treat their employees like trash. STAY AWAY FROM THIS COMPANY TOTALLY!!!!

So that happened... Then I found a cute diamond heart necklace for my daughter. It was actually the necklace they put on sale $20 every year around Christmas. So the man just got one and wrapped it up for me for free. It was already done so I trusted everything was ok. So Christmas morning comes and my daughter opens her very first piece of real jewelry and is so happy. Her face lit up, along with mine. Then just as fast, her face fell to disappointment. I get the necklace and guess what?!?! A diamond was missing!!!! Yup 2 diamonds missing from jewelry that I found from one store!!! Zales did replace the necklace but it still made a fun moment a big let down.

Check the jewelry well before you buy. I found 2 very different pieces with extremely different price tags, both missing diamonds. And I knew it and had to tell and convince the salesman, who had a diamond checker eye piece thing he used. My boyfriend and I plan on getting engaged soon but we will never buy another piece from Zales again. Wish I checked this website out before I bought. You have been warned people!!!

February 1 I notice the wedding band seems to have a flaw in the soldering, like it had been repaired before although it was sold to us a brand new ring. Zales manager again just replaced the ring. We are now 3 engagement rings and 2 wedding rings in to the ordeal and haven't even gotten married yet. I put both rings up until the wedding day Feb 14. They were both new and would look great for pictures this way.

No problem with either until the 6 month check again the engagement ring is missing a stone and the wedding ring has loose stones. They take the rings and have them almost 4 weeks. Repairs are complete and rings are in good shape. Another 5 months go by and I notice a "spot" the feels like a chip when you run the edge of your nail down it on my wedding ring. It was almost time for the month check (I've had them a year at this point) so I return to Zales. Trying to get help with a Zales bag (where I've kept my receipts for all the work) is impossible. All of the salespeople think it's a return and won't help you.

Finally I get help and explain that again my engagement ring is missing a stone and there is a spot which I honestly believe is a chip on the largest diamond in my wedding band. There was no argument on the missing stone but the salesperson INSISTED my wedding ring was just dirty. She takes the ring and spends about 15 seconds cleaning it and hands it back. I look again and it's clear now that it IS a crack.

She looks again and tells me it's not, even gets her loop and looks at it (I can see it with my naked eye!!!). At this point she tells me "Well it's only a SMALL crack"....... IT'S A CRACK LADY AND IT'S WARRANTIED!!! Now the manager gets involved, and confirms, yes, it is a crack and will have to be sent off 4-6 weeks to find a matching stone. This is January 21, 2014 at this point I have had multiple stones fall out of the engagement ring, a bad soldering on the wedding ring, loose stones and now a crack in just over a year.

Sales person ** then informs me it isn't warrantied. I have the original paperwork in hand, again the manager gets involved and tells me it is (I know) and they've changed computer systems. She has to update it. Wedding ring is sent off and I am told 4-6 weeks. I have called and even emailed corporate as it has been 5 weeks and they have yet to receive an update from the "Diamond facility" letting them know they have even found a stone to match.

It appears that after 5 weeks they are still "looking" to repair the ring. I get a new person and new story every time I call. "We had inventory it will be next week", "we still aren't at 6 weeks", "the manager isn't here". I am going in tomorrow to ask to have my ring returned. They can ship the diamond to the facility and have a local REPUTABLE shop replace it when a suitable replacement stone is in. If they refuse I plan to get the authorities involved.

I finally received the email over a week later. It took over a month for the repair. When my husband and I went to pick up the bracelet I inspected it and noticed that the clasp had been REPLACED with a silver clasp not the yellow gold clasp that was on it when I brought it in for repair. When I brought this to the sales clerk's attention her response was, "Are you sure?" When I insisted I have worn this bracelet everyday for over the last 10 years and I know what type of clasp it had and it was not silver. Her next reply to me was, "When you brought it in you need to be more specific on your repair request." I advised her I was specific in stating I wanted the clasp REPAIRED not REPLACED. I then told her I want this corrected as it was not brought in with a silver clasp.

She gave me a new repair number and told me they would contact me when it was ready for pickup. When I said I have already waited a month to get my bracelet back, she said they would have it rushed at no charge to me. When I received my receipt for the second repair ticket they had charged me the $35.00 rush fee. I received an email stating the bracelet would be ready for pickup on and then received an automated phone message that my bracelet was ready to be picked up. I then went back to Zales to pick it up.

When I got there the woman checked and said, "No we do not have your bracelet here." She then talked to another sales associate that had been speaking with the repairman and said that she spoke to the jewelry repairman and he claims he did not replace the clasp. I argued that it is a yellow gold bracelet, and had a yellow gold clasp when I brought it in. Why would you put a silver clasp on a yellow gold bracelet? One of the sales associates rolled her eyes and walked off. The other sales associate tried rushing me out of the store so the other customers did not hear my complaint about their jeweler. She said, "Let me talk to my manager and see if anything be done and we will call you next week." I filed a complaint with Better Business Bureau!

Long story short I am on my second day of this and someone online says she can order it manually. Well she tries and now it is not available in a size 5 now. She suggest I get the 6 and pay out of pocket to have it resized. Everyone has been really nice but no one can solve my problem. If I did not believe this is the perfect ring for my girl I would have walked away laughing over this whole fiasco and told everyone I know how bad this experience is. And I was also told by ** at the 800 311-5393 number that I would get 15% off the bottom line price of 3724.45 for my inconvenience. I thought that was very nice of her but if I can't get the ring in size 5 then what does that matter? Can anyone fix this? The item was 19957837. Size 5.

First Mina tells me that because of the collection the ring is a part of, it has to be sent to the corporate facility. When she hand me the slip to sign, she tells me that it can go to a local facility but it is not recommended. Once again she changed her story. So being the person I am, read the fine print on the repair for the ring. It states that in signing the document, I am agreeing that the ring/diamond is an H/SI2. THAT WAS NOT THE DIAMOND I BOUGHT. I bring it to Mina's attention and she says that it was a "good catch" on my part and hand writes it in. If I had signed that paper, I would have agreed that if something had happened to that ring (or diamond), that the replacement would of been the lesser quality and lesser price. The diamond I have in the ring does not even exist to Zales. The only proof I have is in the certification that matches the ring.

This should be a happy time for my fiancee and I. Having to deal with this (and having my fiancee have to see all this) is not acceptable. Zales should not be handing her documents with the purchase price. They are extremely unprofessional and have caused me major unnecessary stress. My theory is when you purchase your ring, you get exactly that you paid for. It is when it goes out for service, sizing or annual checkup that the ring is altered (or diamond changed). Look at the Consumer Affairs reports. All negative reviews have to do with the time it takes for the ring to come back and how the ring was never the same after (diamonds usually came loose or fell out). It's a scam. The lifetime diamond commitment should state that we are committed to trying to screw you over.

My receipt of purchase lists the item number as ** with the purchase price of **. My repair receipt lists the same item number of ** for the price of **, however this time it lists the ring as being I/SI2. Please let me know how an diamond ring with an E/SI2 (which is what my GSL report lists and what the store sold it to me as) costs the same as an I/SI2 diamond ring? The fine print that I was to sign in agreeing to have my ring sized through the warranty plan I purchased states, "Any damage or loss due to its negligence will be limited to that actual cost to repair or replace the item(s) and is not to exceed the value." Once again, how an diamond ring with an E/SI2 (which is what my GSL report lists and what the store sold it to me as) costs the same as an I/SI2 diamond ring?

Once I picked it up I noticed that the ring had a missing diamond and it had black polish cleaner on the diamonds. I talked to the store manager and he send it out Feb 4th. The repair center said they didn't get it till Feb 11-- the date they promised it would be ready. Now they are saying it won't be ready till March 11!!! It's a nightmare, I haven't been able to enjoy my gift not even once. At this point we just want our money back.

Do they care about customer service and did they ask how they could make it up to me? No, I got an offer that I could return them, place another order, and hope I get a bluer set. Totally unacceptable customer service response and you can bet that I will give them a negative review and show my displeasure all over social media. If you want proof of what the internet shows and what I received, let me know. RUN from Zales.

The reality is, even if I can't return it, I would be happy to get a replacement. It is so sad that a person buys a ring from a reputed store and they do not even stand by the Zales quality guarantee. I shall never buy from Zales again and will also discourage people to buy from them. I have bought diamonds from other stores and online, but never have I faced this problem.

After having a baby, my ring was suddenly too small, so I decided to have my ring re-sized, and also soldered together. So I took it to the nearest Zales store, in Richmond Heights, told them what I wanted done, and was told my ring would have to be shipped off for 6 weeks. 6 weeks! This was in March of 2014, I believe. Fine.

6 weeks later I go to pick up my ring. It was re-sized, but the soldering was HORRIBLE! It looked like a child had done it. Black marks all over, huge gaps that should have been smoothly soldered, lumpy metal. It was horrid. Instead of complaining, I took it home. About 2 weeks later, the center stone came loose so I had to return to the store. I told them the stone was loose, and that I also would like the soldering to be redone. I showed the manager how horrible a job was done to my beautiful ring and she agreed that it was disgustingly done. So it was sent away for ANOTHER 6 weeks.

Once again, I returned to pick up my ring, 6 weeks later. The center stone was tightened. The soldering was GONE! My ring was once again in two SEPARATE PIECES after I had asked for the soldering to be fixed! I saw the work order that was placed and it said to FIX the soldering! not remove it! I was livid! I was so angered by this that the store manager offered to take my ring next door to the local jeweler and have him solder it together, and SHE would pay for it out of her own pocket! Unfortunately, the jeweler next door was not in that day. So my ring remains in 2 pieces.

Less that 2 weeks after this debacle, a pave diamond was lost from the halo. Back to the store I go! This time I was told it would be gone for 8 WEEKS, because to replace diamonds they must ship the jewelry to a different location. Fine. So I wait. And wait. 8 weeks later, I return to get my ring. Finally, nothing is wrong with it! I wear it a whole week and WHAM! Yet another diamond has fallen out! It's not like My job was intense or physically demanding; I worked in an office, typing on a computer all day! So there is no way I could have banged 2 diamonds out. So I returned my ring to Zales, waiting another 8 weeks to get my wedding ring back.

This time when I go to pick up my ring, I find that the engagement ring no longer sits down in the guard like it is supposed to. The guard is too narrow now and the ring pops up above it instead of nestling between the two pieces like it should. I showed the manager and she agreed that the guard needs to be adjusted. Instead of sending it back, I am living with it and have been for the last couple of months. I can still wear my ring, but the engagement ring still pops out above the guard, even on my finger, which puts pressure on my finger and makes it swell. Then I can't get my ring off and it physically hurts to wear it.

Worse, the engagement ring will turn inside the guard, on my finger. This is scratching the metal and slowly I am losing metal weight, which is decreasing the value of my ring. That is why I wanted to have it soldered in the first place! Yet I am living with either the discomfort of wearing my ring that is suddenly too tight, or only wearing the engagement ring, which makes my husband unhappy. I am afraid to take my ring back to Zales because I don't know what else will be wrong with it when I get it back.

To conclude, it is not the store in Richmond Heights that I am taking issue with; It is whoever my jewelry gets shipped to for repairs. Their service is HORRENDOUS. It's like they are inexperienced children instead of master jewelers, their work is terrifyingly bad. I no longer trust Zales to take care of me after I purchase jewelry, because their "Jewelers" are so bad at their profession. I will no longer be purchasing any jewelry from Zales in the future, and neither will my husband. Everything written above was emailed to Zales via their website and also posted to Yelp.com. I will continue posting this until I see some action taken by Zales to correct their horrible service.

She is the manager and is supposed to represent that store especially when someone has spent thousands of dollars there. I told my fiance and the sales clerk I don't even want anything from this store. He is paying for the ring on his credit card plus interest and we don't even have the ring. I know it took him several months to pick the ring he wanted, so I told him he could do whatever he wanted but I could not look at anything in that store. The sales clerk said to allow them another chance to send it out to another repair shop to have it fixed. I told him it was up to him but in my opinion I just wanted him to get his money back. He agreed to let them send it out again, at this point I really don't know how to deal with this situation. I really don't want to deal with this store any longer.

Since then I have went online to read reviews on that store and saw many people having the same issue with their stones falling out. I wish he had read them before going there. I also have a friend who bought his engagement ring there and also had two diamond chips fall out. I sent 4 emails to the company and got the same computer generated response they are sorry and will check into it. I wrote a letter yesterday to the corporate office and sent a copy of that letter to the Better Business Bureau. Thank you for your time and attention to this matter.

They said they would be open the following week so I tried calling and still no answer, tried a few days later and still no answer. I called customer service again and they told me there's nothing they could do. I went to the store this past weekend and found out they had just reopened 2 days ago which was over 2 weeks from when they told me they would be opened and they DIDN'T have my ring and didn't know why. The manager guaranteed that she would call me Monday to update me on the status - it's Tuesday and I haven't heard from her. So I called customer service and they said they will call me once the store opens. I am beyond upset on how careless they are and how I've wasted two trips for nothing. They don't keep their promises and they don't seem to care about a customers order.

Since that date I keep calling the store asking about my money, they told me to wait at least 30 days from the day I returned the ring. Because I had never received my money back I called my Visa credit card to dispute the transaction, but they told me the time frame to dispute my money has expired. ZALES must stop stealing people's money!

Every time I call they keep saying 'nope not in yet call back at next truck date.' Still no rings. I have called 4 times. I have called corporate and they supposedly can not see anything to do with store orders and can not give me a "tracking number" cause my "special order #" doesn't work. I am not trying to be a bitty, but if it is going to take longer than 4 weeks tell me that and don't give me the run around just because I keep calling. My husband paid over 600$ for both rings, I want my rings! I was going to get them sent off again to make them a wrap but because of this I may use another store.

When I was signing the paperwork I noticed the date was 11/15/14. I right away asked "Why is it different day?" She said "Don't worry about it." I asked what is the return policy and she said 60 days and I asked if there would be any problem because the date of the actual purchase was different than the receipt I received. She replied "no". We decided we didn't want the ring after all so we went in to the store on 1/17/15 to return it. Pat the manager is refusing to accept my return. She's now saying purchase date was 11/15/14. We asked Pat to bring Jody and asked her why would she lie to us in 1st place and say the date on receipt would not count and make us sign when the sale was not finalized.

We also asked Pat to look at surveillance camera for 12/7/14 as that was the actual purchase date. She refused. We contacted corporate through phone several times. They open a case # ** and the area manager Jim was suppose to get back with us within 3 days and he hasn't. Corporate has escalated to the regional manager Z. ** now and we have not heard anything. We have proof to show the actual purchase date was the 12/7/14 a credit payment done that same day of purchase and the cleaning and inspection record both dated 12/7/14.

They were very rude once again and also told me it would take 4-5 weeks to get this done with no way to rush it. So I left it. It has now been over 5 weeks and we have checked the website like instructed so they do not have to answer calls and it says pick up date is 1/19. I have now called 4 times and they are ruder every time I call and tell me to check the website. Even though I explain to them it has not changed and is passed the date.

Today was the 4th different employee I talked to that made me feel like an idiot and told me yet another time frame. They told me not to call back and to wait on my ring. If you are okay with not having the wedding ring you purchased and being treated like a burden instead of a customer when it's supposed to be the happiest time of your life then I surely recommend using them. I will never do business with Zales again and I will do my best to ensure others are aware of their company's values and customer service or lack thereof.

January 10th was the 12 week mark and I was so happy when that day finally approached. Well, yesterday was January 20th and after calling about 10 times in the last 10 days and speaking with the manager, Lisa and Cindy, my ring mysteriously showed up yesterday after they "couldn't located it in the corporate office" but the ring was a size and a half too small. Because supposedly Vera Wang only sizes to a 10 1/2, so then they said that they were going to send it to the repair department and have them size it to a 12 and I should expect my ring February 3rd!!!! The worst part about all of this is yesterday, the manager had the nerve to say that her "notes" say that they told us that it was going to be 12 weeks to ship and then 3 weeks to size, which is 100% incorrect.

I am so hurt because no matter how much I loved this ring, it is not worth dealing with Zales for the rest of my life. So we have cancelled our order now. :-( And here I sit, 3 weeks before my wedding without even my engagement ring, much less a wedding ring because I wasn't going to order the wedding ring until I saw it with the engagement ring. Our wedding was set for July, but we found out that my fiance's dad has terminal cancer and won't be around that long, so we moved the wedding up. Who would have thought that I couldn't count on a jewelry store to make it happen.

Now it's January 18, 2015 - still no ring and still no call backs from the company. They are rude and so are the ladies that work in the Zales store at Westfarms Mall in Ct. No management will call me back after reading messages. I will never buy anything there again and I am hoping my ring will be back soon to me. Hopefully it will be fixed and my diamond is alright.

April or May of 14 the big diamond in my engagement ring fell out and they sent it in and it was covered so I figured this would be too, apparently not. He comes back and tells me we don't have a lifetime warranty on my wedding set (mind you, all the other jewelry we have bought from the store does). I said "That's not true. How do you buy a 9 thousand dollar ring and not get a lifetime warranty?" My husband then stepped in and we spent 3 hours at the store and on the phone with the online sales department who said loose diamonds are covered. So we had them send it in.

My ring is back, but is not fixed. They said we do not have the lifetime warranty so it's not covered. My husband spent another hour on the phone with Zales to be told that when you make an online purchase the only warranty you are offered and can buy is the diamond bond and that you have to buy the lifetime warranty at the store! We called the store and they said you have 30 days from the date of purchase to buy the lifetime warranty... Well we are 4 years too late for that!!! They did nothing to help us! How do you not offer the lifetime warranty for online purchases!!??? For the past 4 years we were under the impression that my wedding set would be covered 100% for life on everything and we were wrong. The once most expensive piece of jewelry I have and it's not covered for everything. We will never use Zales again after this. They are horrible with customer service and helping to fix their problems.

After 3 weeks and no rings, I decided to contact their repair center. EVERY TIME I've called they say they are currently closed.. But then list their hours Sunday 10-8. And I'd call at noon, 3pm, 6pm. Every time not getting anywhere because it says they are closed.. I tried for a couple days, thinking their phone system might be down -- NOPE. Every time it says they are closed. I finally got desperate and called the local store (the location where I sent the rings off to be resized) and the woman says, "well it says they are supposed to be here tomorrow so just call tomorrow." I informed her that it's been almost a month and there must be something wrong with the repair, but she just told me to call the next day.

So, I did. The rings unfortunately weren't in and still said they were in repair (how?!) and I asked for the manager. He felt really bad and went through crazy lengths to find out where my rings were, and finally was told by the service dept that they are being shipped out the next day. That was 3 days ago... I called tonight and it still hasn't been shipped out yet. I've heard rumors that they've joined up with Sterling Jewelers, and that is why it's become so awful.

Being a newlywed to a Marine, those rings mean a lot to me and I like them on my finger when he's gone. It's been a month now.. And still no ring. I'm desperate and I just want my rings back. Sadly, Zales will never get any more of our business, and I'm sad to know we bought so much stuff from them. This is not the way to treat someone.

I called corporate to file a complaint. I was told a district manager would call me. None of this has been done. Now after the first of the year a week after second call to corporate still no one has called me. District manager Darrin???? Lavonia told me in person he no longer worked for the company. The following week corporate emailed him about my case while I was on the phone. No one has fixed anything. Excuses is what Zales has. Southern California.

UPDATED ON 01/26/2015: I wrote a review on January 12th about how unhappy I am with the repair service. My wedding band was supposed to be ready on January 17th (I dropped it off on December 13th) so I called and was told that it was not back yet and I was welcome to check status online. I explained that I did check online and it says that my ring is ready for pick up. She told me that she doesn't see that it was returned to the store yet and they will call me in a week or two when they have it back.

I called on the 24th and the man told me that it has been back and it is ready for pick up. I immediately drove down there to get it. The diamond that was replaced does not look like it is the same size as the rest of the diamonds. It is completely obvious which diamond was replaced. I'll be taking it elsewhere to have it evaluated this week. I'm so disappointed in Zales and will never purchase from them again.

I have spent my gas and my time going to that store three times so far. I found out their repair service is M&G Jewelry Repair out of Rancho Cucamonga, CA. I sent M&G an email but have had no response. I spoke to a customer service representative at Zales yesterday who seemed very upset that I know the name of their repair service. I then called Zales back and said just cancel my request and return the rings. This evening I received a call from Zales Corporate saying they are in the process of completing my order.

This has been the most frustrating experience I have ever experienced with any jewelry company. I cannot believe any company could give such shabby treatment to people who want only to celebrate special occasions and they get this!

After calling and complaining at least 3 more times, he finally got an email saying the order shipped and they were crediting him 20% off for the trouble. Even though he requested follow-up phone calls every time he called, nobody ever called him despite the fact that every supervisor said they would. Nobody ever apologized. Nobody even offered an explanation for what happened. And as of today, January 7, 2015, I still haven't gotten my Christmas gift despite the fact that it was guaranteed to be delivered 14 full days ago. The customer service we had in the store and on the phone was extremely poor and we won't be shopping at Zales in the future.

UPDATED ON 01/21/2015: My first review was posted on Jan. 7 about how we turned a ring in for sizing on Dec. 8 and still had not received it. It is now Jan 20, and we still do not have the ring. The first promise date was Dec 29 and after many calls, we found out they had not even started working on it by Dec 29. We were finally told they would size the ring and they guaranteed we would have it by Friday, Jan 2. That date came and passed and after several more time consuming calls they said some of the diamonds had popped out and promised it to us by the next Mon. or Tues. That Tues they told us that now the center stone had been broken and promised it to us on Friday, the 9th. Then Friday, the 16th, corporate called me today and promised this Friday, the 22nd. (This is the 2nd time Corporate has been involved). It has been 37 days since I turned my ring in to get it sized and 8 promise dates.

Our rep. called the credit department for us and to see what was wrong and they said they can only approve us for $1500 limit and our rep. put us back on the phone with the credit department and told us the bad news.. We know that our credit is not great but they said what they said. After several polite attempts with speaking to different supervisors and managers we were offered $100.00 credit on our account which by the way was at a zero balance. After a Seven year use of the card and paying it on time every-time... They still said no to the raise. Even when they admitted on a recorded line that they said they would give us the $5000.00 limit. They did not honor us of their word and we didn't want the hundred dollars. How cruel can people be to do that to someone.. It is very unfortunate.

While they were finishing the transaction my wife quickly logged into our banking via her phone and had discovered that in fact the payment had been taken from our account twice. The salesperson then called over her supervisor who said that one of the charges should just go away after a day or two and she could do nothing to correct it. I asked why she couldn't just do a return/credit in the amount charged and she said she could not. We left angrily and hoped that the money would just be credited as the supervisor had claimed it would. Well we are more than a few days out now and the money was not returned to our account. My wife spent hours at our bank then back at Zales twice in the same day (because the manager wasn't in until noon) trying to get our $900 back.

On the second trip back to Zales my wife spoke with the manager who said he was unable to locate the second transaction in their computer. Even after showing the manager a statement from the bank clearly showing the two separate transactions for exactly the same amount clearing 30 seconds apart he still would not credit our account. At this point she was told by the manager that the information needs to be sent to their "audit" department where the problem should be found and corrected. In the meantime they still have our $900. I/we will never shop at this store ever again!!! Absolutely inexcusable!!! That transaction should have been reversed immediately! Is it possible they are doing this on purpose to steal from patrons? Extremely upset is an understatement.

My ring did not get to the store within the promised time frame on the receipt. When they finally called to let me know it was there, I go and pick it up and requested them to show me the size on the sizer because I was concerned it would be too small if they indeed did the size they were supposed to. No it measured just over 8.75, not even on a quarter size marker as the usually measure. Livid, the lady told me take it home just to see if it would fit my husband, so I did. When he put the ring on it was the exact same size as when I had dropped it off nearly a month before. When I took it back, they were so quick to try to get me out of the store because I was complaining and everyone who was shopping was listening. No apology, they start to process a refund for the ring... When I told them to refund my warranty for my ring, they tried to say they would have to deduct the amount for the original sizing. Which was almost the same cost as the warranty! When I called them out on not apologizing and not trying to really offer any assistance, the manager came over and said that she would take it to a local repair herself and make sure I get it back at the end of the week. She did do that.

Meanwhile, I called their corporate customer service and was promised a callback which never happened and I wrote a BBB complaint on 12/1 which they still have yet to respond to. They think they can get away with whatever they want because they know the sentimental value of people purchasing their jewelry is more than the cost. Had we not taken out vows with that ring, I would have took the refund. So it's win-win for Zales! They get to keep every dime I paid and pretend as though nothing happens. I hope all customers they have disappointed make complaints to let the world know!

I returned the call back and spoke to the supervisor and told her again the repair people are saying "they sent it back to you." She says "ummm let me check something." She gets back on the phone and says "we have to send it back because the Diamond was loose and it doesn't meet our standards." I am beyond frustrated as it has been almost 2 months since the ring was purchased and sent off for a sizing, not sure how or why the Diamond is loose since it was never worn and had to have been in good condition to be in the store?? I really would just rather have a refund and go somewhere else!

After going home for a week with my new fiancee, where we were unable to share her new ring with family, I was forced to go into Zales and demand my ring. When they could not do that and had no explanation as to where it was or why I called the police, following the advice giving by a police officer. Here we are at 5 weeks and still no ring, Zales has been the one negative impact to engagement.

Our wedding is in one month!!!! And we are having a wedding in Singapore, as we are from there. As I am back in Singapore now, not only I have to deal with wedding preparations, I HAVE TO GO FIND A BAND NOW. I AM VERY DISAPPOINTED WITH THE SERVICE THAT ZALES HAVE, AND THE QUALITY OF THE PRODUCTS. THIS IS REALLY UNACCEPTABLE, CONSIDERING THAT ZALES IS A REPUTABLE COMPANY. MOREOVER WEDDING BANDS ARE ONE OF THE ESSENTIAL THINGS FOR A WEDDING. YOUR COMPANY JUST ADDED MORE UNWANTED STRESS TO THE COUPLE. VERY VERY DISAPPOINTED.

My fiance calls that night and is told it was due back on the 10th of November...and she will try to contact the jeweler... Two days go by...tonight I go into the store, ask for the manager, she tells me the repair numbers have all changed (which no one told us at all) and she tried to log in with the "new repair" number...NOT VALID!!! and she gives me excuses, and I of course am very upset. She claims they sent an email to the jeweler but they are not answering phone calls or emails... I say this is unacceptable that no one knows where my rings are for sure...what the status is...and it's been two days shy of 4 weeks!!!!! And now reading the other reviews... I'm terrified my ring is going to come back done very poorly, and what do we do?

We have a warranty on the ring, but certainly don't want to send it back with them again! They have very poor customer service, except when you're buying something then they are your best friend. So I have no idea where my ring is, what the status is, or when I will get it back... She gave me the district managers number, but I have a feeling I will get the same line of crap instead of someone who is going to get action. This was at Coventry Mall, North Coventry PA... Although it sounds like they are all the same.

I brought it back to the store as soon as they opened Saturday morning, and they apologized and said they would have to send it out again. This time they rushed it for me, since it was a fault of theirs, but it was still another week without my ring. I had a big event that following weekend and would be seeing people who hadn't seen the ring, so I asked them to guarantee that the ring would be back by the following Friday. Sure enough, the ring did come back the following Friday, but when I received the call, the saleswoman told me that the jeweler had done a poor job and you could see where they soldered it back together. Mind you, this is not a cheap ring, and it should look as high quality as it cost!

They allowed me to keep the ring for the weekend for my event, and when I brought it in on Monday they brought it to the mall jeweler so that it was fixed by the end of the day, instead of having to send it away again. I was appreciative of that, but it never, ever should have come to that to begin with. So from the day I brought my ring it to be resized until the day it was fixed and acceptable to wear, it was 3 1/2 weeks.

Fast forward to October 2014. I was sitting home watching TV and noticed my ring started to hurt a little. I looked at it, and it had cracked again! Furious that I had to go through this again, I brought the ring in as soon as the store opened the next morning. The saleswoman remembered me immediately and apologized that this had happened again. She said they would have to send it away again, but that they now have "a new jeweler who is a lot better, and who allows you to track your repair status online, so you always know what's going on with the ring!" I was annoyed that I'd have to part with my ring for another two weeks but had no other choice. When they put my repair into the system, she gave me the estimated return date, which was three weeks from the day I brought it in. When I pointed this out, she said "Don't worry, it shouldn't take the whole three weeks."

Here I am, almost three weeks later, and no sign of my ring coming any time in the near future. Calls to the repair center customer service line have been less than helpful, as they only tell me what I can see on the repair website. My ring has been in "repair in progress" status for over 10 days, for a simple solder. I have never experienced such terrible customer service or repair facilities. I love my ring and wouldn't trade it for anything, but it is such a shame that there are so much negativity associated with it, because of all the trouble Zales has given me. I have been engaged for 5 1/2 months and my ring has been in Zales repair for a month and a half of that. I don't regret my fiance getting my ring from Zales, but neither of us would ever recommend them to anybody.

About 8 weeks I waited total, I called in again and spoke to a man named Mike I believe who told me this wasn't his issue and he hung up. The next day I went into the store and got a refund. Not one time was I ever told where my ring was or why they would not give it to me. In June I went into a Zales store in the mall (Hurts, Texas) and I bought the SAME ring. The managers and employees were amazing to me and got my ring back to me within 21 days. Upon receiving my ring and needing to pay my Zales credit card I found issues. My SSN was blocking from signing up a new account.

I found out the employee at the Zales store in Watauga put in the WRONG SSN!!! She never even looked to confirm any information and could have easily ruined someone's credit if I were not someone who paid my loans. A tiny side note to that is I only had a very small credit line which was a little irritating seeing I have great credit. I now know why my credit was so little. I have never seen such unprofessional in my life. I will never shop here again! Just go to the store in Hurst and save you from a headache.

I decide since at the Concord mall to go look at other stores to see if they can help me. I walked into Gordons and spoke with Chuck, I explained why I was there and where I just came from. His first words after that was, "let's pull up your records since they are connected to zales." He found my ring the item number and also looked to see if there was a store who had the ring. He then told me that since 7 years old it might be discontinued, I purchased another ring from Gordons since he saved me the trouble of going to every Zales in the area and maybe dealing with the same lack of professionalism. I would advise Gordons to stop saying they are connected to Zales, people may think the same customer service.

Since day one of putting my ring on, I have ensured that every time I shower, clean, wash dishes, work outside etc. that this ring is removed prior and put into the ring box so I am not rough on it where it would be expected to have the diamonds fall out of it. I would NEVER EVER PURCHASE or SUGGEST this company to ANYONE else... I was planning on purchasing his wedding band from the same place but now have turned and ran as fast as I could to another jewelry store to make the purchase!!

My wife has decided after all these visits every month since I gave her the ring that now she isn't gonna wear it to see what the ring does and it still does it, so what's the excuse now? I paid 1800.00 for this ring and ended up paying them 2400.00, cause they also added a bunch of charges that they could not ever give me answers for. Zales are scammers and are selling junk jewelry, and they don't ever have answers. The main office has nasty employees that work for them. I will never ever recommend them to anyone. Shame On Them!!!!!

Was reading other complaints and the same thing happened to someone else also. These people should be run out of business for the fraudulent sales tactics they use to get you to buy into their scam. Also they added an insurance policy that never signed for and I have asked them to remove the charges that I didn't realize I was paying for. 18 months later still haven't removed the charges these people connected with a bank that is nothing short of thieves. I cant wait till I pay off these sharks. NEVER AGAIN WILL I EVER BUY SOMETHING FROM THIS STORE ON CREDIT... BUYERS BEWARE!!!!

This is the letter I received from them today: "Thank you for contacting Guest Services at Zales.com. Please accept our sincere apologies for the delay in processing your request. After further review of your order ** the refund for the Diamond Accent Heart Pendant in 10K White Gold has been denied. The claim filed for the refund of $75.96 is now outside of the permitted time frame due to the order having been placed on 12/17/2013. We sincerely apologize for any disappointment this may cause; however, we are not able to offer a refund for this item. If you have any additional questions, please respond to this email or call us on our 24-hour Guest Services line at 1-800-311-JEWEL (5393) option 1. Thank you again for contacting Guest Services at Zales.com."

The last communication I had with Zales was on 5/28/14. A sales woman said she tried calling the manufacture of the ring and their phone lines were down. She said she'd call me back the next day. Instead of waiting for a call or my ring that was already paid for, I went up to the mall where Zales was located (in Melbourne, FL) the very next day. My jaw dropped when I saw that they store was closed for remodeling and wouldn't open up until the end of the summer! I can't believe they can get away with this!! They took my money and I don't have my husband's wedding ring! I tried calling the 800 number only to get a busy signal, so I wrote an email. I still haven't heard from anyone! I'm going to sue! This is fraud!!!

However she asked for my name and knew who I was and exactly the ring I bought.... two years ago.... We questioned about authentication of the diamonds. She got rude. Took the ring in question out of the case and would not let us look further at it. She stated that Zales considered a certified diamond with three license gemologists. So guess what???? Three gemologists later, my ring is a fake. I submitted the findings to Zales and have contacted the local news and a lawyer. BEWARE.

Where is there a "time limit for customer satisfaction"? Zales claims that this issue is out of their hands because the loan is now held by Citibank. Zales got their money and now Citibank is making money off the interest that I'm paying. With this in mind, nobody wants to take ownership of this issue and I'm stuck with a high interest "Zales" credit card bill that is really Citibank. I will never shop at Zales again and I hope others have a chance to read this forum before they make that choice.

So I called Zales again, Zales still telling me that my bank blocked my purchase after I told him what my Bank said. So I told him that I knew why ZALES cancelled my order, because the next day in the morning after I bought that diamond ring online, they raised the price on the same item for $430.99. They wanted me to reorder it, so they could make more money from it. This is CHEATING. They are cheating on an ASIAN WOMAN for small money. They thought I am rich and retarded. This is DISCRIMINATION.

This ring is for my niece. She is going to have wedding next month. I was the one told her buy a diamond ring in U.S not in my country. Because I trust American company to do business with. But I have to admit it I was wrong this time. Bad businessman are everywhere. It does not matter where you buy it. You just have to do business with someone who doesn't cheat on a woman who speaking English as a second language; who doesn't discriminate the other races.

On Nov 29th (8 weeks later) they called me and told me that the ring came back and didn't look right so they were sending it back for the "home office" to fix. They said it would only take 2 weeks. Dec 18th I called them and inquired about my ring. They said it was "lost" and if I wanted to come in and get a ring just like the one I had they would resize it to my correct size. I told them I wasn't going near a mall the week before or after Christmas so if my original ring came in then give me a call. I went back to the store on Jan 11th after they called and said my ring was in. I was handed the ring and it was supposed to be black diamonds surrounded by black rhodium and white diamonds. It was bronze, black diamonds and white diamonds. I told the lady it wasn't correct and she said it just needed to be cleaned. Well guess what, that didn't work.

So the manager told me that he would give me the other ring that we had previously discussed and he would get it sized. We had discussed having the ring sized within the mall area so I would have it the same day. No such luck!!! He sent it to the home office and said it would be back in 2 weeks. Guess what!!! Still not back. I called them on Feb. 11th and asked about my ring. I was told that the store manager would get back to me. He called the next day and told me that my black was being fixed. I called him back and told him that the "new" ring was just supposed to be sized. He said well it takes a little while and he is not sure why the salesperson told me 2 weeks. HE told me 2 weeks. Geez!!

Then he went on to tell me that when white gold is sized it messes up the colored rhodium. I said that was funny because my first ring was sized by a regular jeweler with no problem. He told me that the ring was due back by March 6th. I said that is crazy considering they have had my ring now for 4 months. I called the "home office" to file a complaint and they don't seem to bothered by the fact that this store can't get their crap together. I called back on Feb 14th and was told by the same store manager that he would personally call (they have told me they can only email the home office until now) and call me back on Monday. It is Wednesday and still no response. I am so sick of this company and wish that my ring had never been bought. Now I am stuck with a diamond warranty (which is great) but if something goes wrong with it, I may never get it back.

I went back to the store and when they opened my chain it was still broke. I asked for my money back to have another person help me because she did not know how to do that. I then wrote to their customer service. They called me and said they were losing that store in the Ocean County Mall and I should go to their store in Jackson, N.J. Needless to say, I went to another jewelry store to have my chain repaired. I know why they are closing some of their stores because of their employees.

After my initial anger and frustration with this policy settled, I considered simply reordering this item, as I had already spent a good amount of time waiting for it to arrive. When I was told that I would be able to get it at the same price that I had initially ordered it (there was a sale going on at the time of my order), I was ready to move forward. Before I could do so, I was informed, however, that the item was now out of stock and that I would not be able to reorder this item. Despite the fact that I am somewhat confused as to how a customized order can be out of stock, I am now left with a bracelet which is missing a stone, that Zales refuses to simply fix, and I am unable to reorder a new one. Frustrated does not even begin to describe my feelings toward the Zales company at this time.

Up until now, I have purchased a large amount of my jewelry from Zales. I especially enjoy the candy colored stones collections that they have available. I am very saddened that after this experience I will no longer be shopping with Zales again. I would encourage everyone to avoid Zales and to use a company who actually values their customers.

This FINALLY got me transferred to a person. This individual was very rude, blaming me for the inconvenience because I ordered my merchandise too close to Christmas which I had already getting it on Christmas was not an expectation, but she still insisted on using that. She told me she didn't know what was going on and that I would have to wait until Jan 14th, 2014 to even get the item shipped out. For me, this was unacceptable. So I asked to speak with a manager. She put me on hold, left me there for ten minutes then finally hung up on me. I called back of course and asked the next rep to pass me through to a manager and she put me on a brief hold and then came back and said that there were no managers working there. As impossible as I thought that was, I gave her my name and phone number and asked to have one of the managers call me. This lady was very polite, but not very knowledgeable when it came to why my merchandise was being held up.

The next day, I received a call from the manager who told me there was nothing she could do, it was a special order item (so the order status online was a lie) and they could not get it shipped until the 14th of Jan. This is the day my family and I will be moving overseas. I explained to which she only said, "Oh we don't do international deliveries." Having already known that I told her that is why the 14th is unacceptable and at that point so was her smart attitude and I told her that this was the worst case of customer neglect and disrespect I had ever been through, to which she said "I guess" in a very smug voice. The bottom line is this is a billion dollar empire most likely and they know it ; therefore, they feel that they can treat their customers anyway they wish. They made it very clear through action and attitude that my business was of no value to them. These people are extremely rude and arrogant and do not care properly for the customer which is why they exist in the first place!

I went back a couple weeks later, asking for what I had decided could be what I wanted. I was told that they did not have that kind of ring in-store, and I would have to purchase it first in order for me to see it. I certainly did not like the idea, so I asked to see something as close as possible to what I would be getting. Not without being told again "Bigger is better." I left the store without purchasing a thing again. (Second red flag - Why didn't I listened to my gut.)

I went ahead and purchased the ring through zales.com website. Waited a week to get my product, just to find a ring with a Chip exactly in the middle of the "Table face" (the top flat face) and a terrible inclusion along the entire diamond that made the stone cloudy and not at all spark at all. In fact at first glance it looked like a crack inside the stone. To say the least, I was on the phone with Zales within 10 minutes of receiving the ring. I was told to return it and that I could then re-purchase the ring from the site after that. I felt something else could be done, so I was advised to go to my closest Zales store and they could replace the ring for me.

The first comment from the clerk was, "Well, the good news is... It is a real diamond." I was without words. Eventually after some useless interaction he directed me to the "Manager" of the store. He said, "Well, it is chipped for sure, but that thing you see inside the rock is what we call an inclusion. That is natural in the stone.” So I said, "I understand if that is the case, but it does have a chip. Therefore I do not want this ring with a chip on it." I was planning to propose on our trip to Florida in the next 2 weeks, so I was running out of time. He said, "You can always give her this ring and then exchange it." I was not going to give my girlfriend a chipped non-sparkly sub quality ring as I propose to her. So I decided to return the ring right there at the store and purchase the same ring again via zales.com.

This time, the ring took two weeks to get to me. I was freaking out since we were to leave for Florida the next day. Well, at least the ring looked "Perfect!" this time. (Note that I put perfect in quotes.) We went to our trip and proposed. All good. We come back after our 5 day trip only to find out that she went to the same Zales store I had dealt before to try and get it fixed since THE STONE WAS ALREADY LOOSE!!! The girl who served her did not even look at the ring and said to her, “It will be $45.00 and will be ready in two weeks.” So she left without leaving the ring.

She reluctantly came to me and told me about her experience, so we went back the next day only to be told, "Well, you do not have a warranty on the ring.” Which I was never offered. He said, “Yes. If you purchase online you do not get the insurance.” (Well, wouldn't it be nice to know that?) I tried to get some customer service from him, telling him, “It has not been two weeks yet and we are having issues with this ring. How can you help us?" He did not move from his $130.00 insurance offer and the $45.00 on top of the insurance plus the two week wait. At that point I had it, so I requested to have my money back then. Without no hesitation he said, "OK! I can do that for you!" I truly believe that it does not matter if the ring was $50.00 or $5,000.00. They should stand behind their products and should treat their customers with much more respect and kindness.

Left a message on my phone stating that the bracelet couldn't be repaired and it was gold over silver. So I called her back; she had stepped out. She was to return my call and never did so. I then called my mother and asked her where did she buy the bracelet from and she said Zales. Then I told her what they said, and she said they sold it to me as real. So when I called them back, I spoke to someone named Nancy. She had gotten a little upset after I told her about the bracelet being purchased from Zales. So then she went on defending Zales and asked if I had a receipt. I said, "10-15 yrs, no, there's no receipt; and if I had, I'm sure it would have been faded." Seem like everyone is scandalous.

I explained I ordered this first pair so as to order a second pair for my sister if I liked them. The lady said I can do that in 7-10 when I get my $ back. I explained the sale would be over by then and the rep stayed quiet for a second and then repeated what she previously had in regards to processing my return. It was as if return was my only option. When I asked can I go into the store, she was rude and said "Well, I guess you can do that also." I am glad I did as the Manager in my local Zales was better in assisting. She let me return my item and was willing to offer me a 10% off coupon to cover the sale that was currently going. I told her I appreciated it but since I knew she would process my return immediately when I come in, I will just order the 2 earrings now while the 10% off sale is still going.

Well, I did that and then when I came back home to check the confirmation email I see that Zales is now the following day doing 25% off and no one has attempted to apologize or offer me the 25% off that I would have gotten had I not tried to help Zales resolve their issues. It is a shame that I chose to shop at Zales instead of Jared's & Kay Jewelers. I am regretting it and keeping my fingers crossed that my earrings come this time in one piece. This time I got them delivered to the store so as to avoid leaving 2 pairs of $1000 earrings at my door step.

One of the reasons I went to them was because they were less expensive than other stores (GUESS YOU GET WHAT YOU PAY FOR?), guaranteed signature required for any packages over $100 (WHICH IS NOT TRUE), and it was in stock to ship within 3 days which was when I needed the earrings, within a week for a birthday. I will never order again from this company for the fact they expect their customers to correct issues that are clearly due to Zales' ineffectiveness in checking the product they are mailing out. I would not care as much if this issue happened and the customer service was apologetic but it was like they faulted me for this.

The next week came, no ring. I called and called then finally they call 2 weeks later and say my rings are back. I go pick them up and they give me someone else's 2 carat ring and wedding band. I should have taken them and ran. I repeatedly told them they were not my rings and they continued to tell me my name was on the receipts so they are mine. Then I called someone else over and he researched and my band was back but not my aunt’s ring. Someone was supposed to call me the next day and explain why. I called several time throughout the week. Called again 5 days later and someone rudely told me it was back. We picked it up the next day and not even an apology. I am actually considering selling my wedding band and anything from there so I don't have to deal with them again.

So I called the 800 customer service number. I called every other day the whole month of July and every time I called I was told a general manager, district manager would call me. Did I ever get a call? Of course not. I finally called last night and finally got a call back from the general manager and he was just as rude pretty much telling me to kiss his ass. I will be returning everything I bought from Zales and I will be going across the street to Kay's. Why would I want to purchase and pay for something that I will have for the rest of my life from a company that is rude, lies and doesn't listen to the customers? Please save yourself time and headaches and shop somewhere else that actually wants and deserves your business.

"Issues" is an understatement of what actually occurred. On 17 Jul 13 I received a call from the local store that my rings had been delivered and were ready for pick-up at my convenience. After work, I made my way to the store to pick up my purchase which had already been paid for online 30 Jun 13. Upon our arrival, we discovered the rings did not fit properly. They were WAY too big and practically fell off our fingers in front of the salesperson.

When I questioned to the size of these rings the lady stated they were sizes 9 and 10! I calmly explained that our sizes were supposed to be 8 and 9.5 and she became argumentative and snotty with us and stated those were the sizes we ordered. When I showed her my online confirmation on my phone with the sizes we selected, she never apologized for her behavior or the mix up and proceeded to ring up charges totaling $90 per ring to have the rings returned to be resized AT OUR EXPENSE!

I calmly questioned the charges considering this was an obvious mistake with ZALES and not us, the consumer. She became irritated and more condescending and stated, "Well, I guess since you proved your order to me I will have the rings returned and resized at no cost". She proceeded to process and had me sign what I thought were two separate return slips for each ring to fix their error.

We left and went to dinner (without our anniversary rings) and I noticed the cashier slips we were given stated, "REPAIR" with a total of $105.00 per slip! Almost in that instant I received a text alert from my bank that I was overdraft on my checking account. After reviewing my banking statement I noticed a charge from ZALES in the amount of $226.22 with a date of purchase 17 Jul 13! The mall was already closed at this point so I called the "24/7 Zales Customer Service Line" only to hear a recording that the hours of operation were 9 am-9 pm CST. Furious, I waited until the next day to contact the CSR to resolve this duplicate charge.

Once I contacted the CSR for ZALES I again was greeted with irritation and condescending behavior. The CSR was rude and interrupted me several times while I was calmly explaining my situation. I stated I wanted a full refund for my purchase, plus the duplicate charge and did not wish to continue with this sale any more. She abruptly cut me off and said she needed to transfer me to the "In-store CSR line" since it appears I had an in-store complaint, which she did not handle at this extension. I tried to explain I just wanted a total refund and take my money to a competitor for better quality and service before she automatically transferred me back to the main CSR menu queue!

Furious, I selected the best option to speak to someone to assist with my refund and cancelling the order altogther. The CSR (a male) who answered was just as rude and hostile as the previous CSR and the salesperson in the local store. As I explained to him my situation, he abruptly interrupted me and told me I should be talking to the online CSR line to resolve this issue. I explained to him that the previous CSR had just transferred me to his CSR menu queue and requested to speak to a supervisor since this was obviously not being resolved and escalating into a HUGE hassle. He promptly stated (with a venomous tone), "I can't assist you with this issue and neither can any supervisor".

I hung up with him and contact my bank to request a dispute and recall of all charges associated with ZALES. Fortunately, I have an excellent bank who is VERY cooperative in recovering any disputed charges and had the money returned within 3 business days. That phone call to my bank took less than 10 minutes to resolve my issues after I had just been on the phone the minutes prior with ZALES for over 30 minutes without ANY results from ZALES.

I would NOT recommend this company for any of your most precious purchases when it comes to occasions which are meant to be special and one of a kind (i.e. engagements, weddings, etc). The look on my fiance's face during all this and the fact we had been waiting weeks for this special moment; only to be ruined by the unprofessional, hostile and uncooperative nature of the ZALES company should make anyone hesitant to consider patronizing their business.

ZALES failed in my expectations of a jeweler and disappointed the most important person in my life all because of their complacent and uncooperative business practices. This is a perfect example of "Buyer Beware" and I feel sorry for anyone who gets duped by their scams and bait and switch tactics because they will only be met with resistance and hostility from ZALES and its employees once you try addressing the issue with them directly. It's best to not consider them an option for any significant purchases.

Apparently failing to notify me that the account was past due is not their fault. It is also apparent that Zales does not care about losing customers and receiving bad reviews. I have seen a lot of negative reviews about Zales... so don't make the same mistake I did by ignoring them. Read the reviews, do your research, and be cautious when buying anything from Zales. Since purchasing the ring, the two closest stores to me have closed, so I have to travel out of my way to have the regular maintenance done on the ring. Hence indicating that Zales is not a reliable company at all.

Two: I just recently purchased a bow ring. After wearing it for the day, it got caught on everything so I decided to take it back. I took it back to the Waterford Lakes Zales and picked out another ring. The lady told me I was getting such a good deal on this ring. I was getting like $800 bucks off. I was pretty excited.. So a few days later, I logged into my Zales account and I noticed I didn't get a deal. When they do an exchange, you still are responsible for the previous ring payment and the payment of the new purchase added together is the price of the full ring.

I am so pissed and so tempted to return it. But since my receipt shows I only paid $800, I eat the $400 from the previous ring. I wish this ** was explained to me. I will NEVER ever shop at Zales again, and that's a promise! A bunch of lying crooks!

I went to the store the next day after work. It took them about 3 hours to figure out that they made the error. They admitted to the error. They had selected the wrong ring out of my customer history in their POS system. I figured it would be a simple fix. Ha! I was wrong. I was told that they could fix the credit amount for the ring I was using for trade, but it would cost me about $5,000 more. I would have to pick a different ring for the new purchase, because the ring I had purchased the day before would not meet their "double trade value" policy. I was also told that I could use a different ring that we owned and was purchased at that store for the trade; but that would cost me about $500 more.

The next option was to return the wedding bands altogether and just keep the other rings that we already had. The last idea was that we completed the additional payment, and they hold the rings in lay-away until I can pay them off. This was their mistake, and I had to pay more to fix it. I ended up paying the $500 and getting the $3,000 ring they took back. I emailed corporate and they only responded to tell me to contact the store. The store was already no help and just made me pay more money for a transaction error that was their fault. The transaction had already been completed and signed for the day before. I have a pending complaint being investigated by the BBB and have been told that corporate did contact the store and they are looking into it at the executive level. I requested that I be refunded the $500 additional that I had to pay. We will never shop at Zales again! They make the customer fix their mistakes, and it costs the customer more in the end.

Does Zales sell such an inferior product that they cannot stand behind it? This was a defective piece of jewelry and yet I'd have to pay to get it fixed. I will never purchase anything from Zales again. The sales associates at both stores were rude. Since it wasn't purchased from their store, they didn't want to offer any assistance. The associate at Mid Rivers Mall's name was Ken. He acted very put out to help me since it wasn't purchased at his store. After showing him the online sales receipt, he got quite rude. Since it was purchased online, he said he couldn't help me. I spoke to the online customer service also. They again were no help.

Then my fiance bought me a Movado watch. Well, I guess there’s an issue with the pins because we were at Hard Rock like a week after I got it and it totally slipped right off my wrist! **?! So, I brought it back and the only one nice sales lady, Wendy, popped open another watch and fixed it right there! How awesome, right? No charge! A year later, the same thing happens. I bring it to Zales when I was picking up the earring for the third time (I should have known) and the ever so unhelpful and rude manager and rude sales lady direct us to a watch repair store in the mall.

Are they out of their minds? My fiance said if he had treated his customers like that, he would have been fired on the spot! It's hard to list all the rude comments, but all I can say is when a customer walks in to your store wearing over $10,000 of what is obviously your products and you can't unscrew an earring back from another earring, or even bother to order one, and you can't be bothered to order a pin after we said we'd pay for it - seriously?! What a joke of a company! I wish I knew the name of the sales lady. She’s so rude. She was young with dirty blonde and curly long hair! Stay away from this Zales!

I have used the same products my entire life. It’s definitely not that! So I told her that. Then she states for me to bring the ring by with the paperwork so that her onsite jeweler can take a look at it to see what he thinks. Seriously! ** do you think?! Obviously, there is a generic chemical or a product they are using that is causing the issue. Bottom line, I cannot wear my rings. We paid $4,000 for and they don’t really care!

Also, if the onsite jeweler is there, why in the world does it take 2-4 weeks for things to come back! I may be contacting an attorney if something isn’t done soon! Ridiculous! One final note, good luck with customer service there. I would seriously rather spend my day get cauterized! I have been in the store 3 times recently and no one spoke to me or even looked my way for at least 20 minutes!

When I asked the manager to pull out rings that were similar to mine so I can show him how they should (and did) look, he refused and said I was right and they should not look like that. He said he would send them back but he did not want to rush the repairs so he was not sure when they would be back. In my opinion, this is theft! I did not ask them to resize my rings at all. Even if I had, there is no way they should have been that thin. I could not believe they would even let something like that slide! Is there anything I can do legally since they did take gold off my rings?

Upon delivery, my fiancé didn't notice (but I did) that the jeweler did not give us the celebration setting - instead, he gave us a generic tiffany setting. Because palladium is a rare metal, I assumed that the jeweler may have had difficulty obtaining the ring; this was the only setting available in palladium. I decided the replacement was okay, because I really wanted palladium. I didn't contact Zales at this time.

However, a professional, independent appraisal revealed that the ring was actually white gold, not palladium. I contacted Zales to see what they would do to fix it. They offered to get the original in palladium or upgrade to platinum. That sounded good, but after the jeweler told them he couldn't do it in palladium, Zales said my only option was to allow the jeweler to choose a different ring with a cathedral setting and reset the ring in that setting.

That's ridiculous. Zales breached the sales agreement as well as multiple express and implied warranties of fitness and merchantability. I would love to sue them. Also, the manager Pam told me that I was not the first customer that had come to her complaining that the Zales store had sold the customer something inconsistent with the claims made at point of sale (e.g., appraisal revealed significant inconsistencies with Zales representations of the goods). My fiancé and I relied on Zales’ expertise to pick out the right ring and order it in palladium. When we found out the switch and complained, Zales didn't even say they were sorry. How many other customers have they done this to? I wish this would get exposed on the ** or some other bridal website.

When I went to pick up the ring, I discovered that they charged me 2 repair charges since they said the ring had to be sized up 2 sizes. I was not told there would be 2 charges; $49.00 + $39.99 plus and additional charge for cleaning the ring up, another $19.99. In total, they wanted $119.00 to size a $97.00 ring. To make matters worse, they didn't add any additional silver to the ring. They simply stretched out the existing band, making it quite thin. When I complained, they did knock off the $19.99 charge. So I paid the price of the ring to have it sized! I am angry about this and feel that I was badly used in this exchange.

So here we are in august of 2011, just informed today that the check had been cashed. We have been waiting and the check has been in transit, for FOUR months now! Now it is sitting in alabama under "suspicion of fraudulancy". And there is a good chance we will never see that money cause of a mistake THEY made! And they are not planning on in any way reimbursing us. Bottom line! This isn't the first bad expirience I have had with zales!

I was told they would make a request and when I picked it up, only the one pin had been epoxied. This has been going on now for nearly a year, if not longer. The store manager, Lindsey, was very rude and I did email Zales Corporate to notify them of my experience. I did not receive anything back. Finally, when I had a chance to take the bracelet back (June 9, 2011) I called corporate before I went. I was informed they had emailed for the store location, but had received no response. I told the lady I spoke with what was going on and she started a case for me and was notifying the District Manager and he would be in contact with me within 2 business days.

I then dropped the bracelet at Zales and informed the clerk of my case and the situation and she did remember the trouble I had been having. I called the store because I had not heard from the DM to see if he had been in to see my bracelet. I was informed he was not and he would be emailed to contact me by Lindsey. I also called Corporate on June 16, 2011, because it had been a week and no word back. I was given his office number because the lady on the phone said "that was very unusual of that DM". So I called and was told he had been on vacation the week my case was opened, so I left a message and I have still not heard back from him.

Today, June 17, 2011, I called back Corporate and informed them I have not been contacted and informed my case would be sent to the Regional Manager. I did inform the agent that I was contacting Consumer Affairs.

I have the Lifetime Jewelry Protection Plan, I do not want a new bracelet. The bracelet is discontinued and this was the first gift I ever gave to my husband. I want it fixed, all the pins epoxied, so he can actually wear it, without fear of losing it. I have been patient. I have always explained my situation clearly. I am not going to pay a watch shop to do it, as Lindsey advised. I did not cause this to happen, as I explained to her; they did.

Since I live in New York City, it was difficult to exchange the earring in CT. I tried to exchange it in a regular Zales in NJ, but I was told they would not accept the earring because it had been three months since I made the purchase.

A few months later, I finally had someone drive me back to the original Zales outlet. I was not allowed to exchange the flawed diamond earring for a similar one. Instead, I was forced to spend an additional $1,000 in order to purchase a bigger diamond stud earring set that had no flaws.

Now, a few months later, I notice that the back of one of my new and more expensive earrings is only a 14kt gold instead of the 18kt that I paid for. I'm very upset that I now have to go back to CT to request the right back piece for my very pricey earrings. I ended up having to spend far more money than I intended. It’s hurting me financially. Horrible store overall.

My son and I left. I have never been treated so rudely or in the manner that he treated us. There was not one other customer in the store at the time and now I understand why. It irritated me so bad that I went back in and confronted the gentleman and told him that he was the rudest person I have ever met and that my son had the money to pay for that ring and he may have lost a sale. He then tried to get me and my family back in the store. Never will I step foot in a Zales store again, there are other stores in the mall and they were all filled and I know why. We did purchase a ring in a different store. And they were more than happy to assist us and were very pleasant and took time to help him with his big purchase that was very important to him.

A couple of days later, in another city, I again stopped at a Zales store and found a more expensive ring that I liked better. This was on September 3, 2009. That receipt is attached labeled as Purchase 2. I returned the ring that I purchased on 8/30 and put the more expensive ring on my account.

On Purchase 2 receipt, it clearly shows a total purchase of $658.10. This is for the 2nd ring with the discounts, protection plan and tax. The receipt then shows a Total Return (which was the ring that he purchased on 8/30 and returned) of $175.28. This brought my Net amount due to $482.82.

My Zales statement shows a Balance of $658.10. This account had a zero balance previous to these two transactions. That balance of $658.10 is the Total Purchase prices on Receipt 2 before the return of $175.28. The statement then goes on to show both purchases. You will notice for the first purchase that it shows Previous Balance of $175.28, then Payments & Credits of -$175.28 and ends with Plan Balance of $175.28.

Zales uses Citicorp for their accounts. They have charged me for both rings and will not refund me for the return. I can't speak to anyone at Zales but instead they refer me to Citicorp. Citicorp receives all of the information that I have provided to you in the attachment and continues to tell me that they did credit me for the $175.28. I actually get very rude customer service from them because they are acting like I have stolen a ring from them. They keep sending me the copy of the receipt from the first purchase showing the initial ring purchase as if to say that I bought the ring, why am I now asking for the money back. Then they tell me that they did credit the money.

I have already paid off this statement in full in the amount of $658.10. Zales owes me a refund of $175.28 and I don't want it in a store credit because I will never purchase from them again because of this incident. I give you full permission without restriction and no liability to contact Citicorp and/or Zales to assist in rectifying this matter for me.

P.S. My wife loved the ring that I gave her. (She never saw the first ring) After a couple of months however, one of the small diamond stones fell out of the ring. She took the ring to the Zales store near where we leave to send it off for repair. I can't express to you enough how much trouble she had even in this instance. The ring was sent back with a grayish, smaller diamond that didn't match the other diamonds in the set. When my wife pointed this out to the sales lady (Betty at Arbor Place Mall in Douglasville, GA), the lady snatched the paperwork that my wife had from her hand, displeased that she was going to have to send the ring back off for a second repair. The reason why the ring came back with an incorrect stone was that this sales lady had sent the ring in with the information from the receipt for the first ring that I purchased and returned.

My wife now has her ring and it looks good, but the fight that we have been through and are still going through has diminished the sentimental value that the anniversary ring should have had. I thank you in advance for your assistance.

The problem is that it has been over two months, and the two rings that I have been shown as replacement have not been up to par. They have actually been worse than the first. The first had feathers in it, and the second had a horrible color. Since I viewed the second ring, several weeks have passed; and I have made several phone calls to try to get in touch with Noreen, since no one else in the store was willing to assist me with my problem. I last spoke to her on Wednesday, August 5; and she said that another ring was on the way and that she would have it no later than Monday, August 10.

Today is Wednesday, August 12, 2009; and I have not received any information on the status of the ring. I have called twice in the last two days, and none of the other employees would even check and see if the ring was there. I feel like I am being played and will end up with nothing. I am at the point where I am tired of their games and would just like a refund.

I have been waiting for months for a replacement and would really just like a refund. I was willing to accept an exchange at the start, but after I realized their lack of customer service toward my purchase, I rather take my business elsewhere.

Now that it is not the way it was purchased and I want to use my rights and not pay for the remaining balance of the purchase as described on the back of my monthly statement in the Special Rule section; the regional manager is telling me that they can only exchange the ring for equal or greater value. Why would I want to pay more when I've already been subjected to so much?

The ring is dull and dark. It doesn't sparkle like a diamond with quality sparkles.

I received neither email or phone call notification of this cancellation, hence my assumption of delivery. This example of reproachable business practices is the reason for my complaint. I should also note that I spoke with Rhonda at Zales today 9-13-01, and resent my original order, just to get my mother something ASAP. She deducted shipping charges, and sold the item to me at what it is selling at this time (it was an August birthstone item, so obviously it is not as pricey as it was when I ordered it). But that hardly atones for the pain and embarrassment which this transaction has caused.

In December, I then exchanged the ring for a different one. On my 2 year anniversary in January 2001, the diamond fell out of my ring. I was enraged. I once again went in and demanded a refund, but once again it was denied to me. I have had a terrible experience with the quality of the jewelry made at Zales. Also I have a friend who lost her diamond from a ring purchased at Zales after a year. I feel that the company should have returned my money. In two years, I lost four diamonds. There is absolutely no reason for this. They are in the process of replacing the once again lost diamond, but I refuse to go through this twice a year for the rest of my life.