Zales Reviews

As of now (12/20) there's still no information available on the order status page. I asked exactly how they expect to fulfill their promise of "Order by 6 pm on 12/20 for guaranteed Christmas delivery" if it takes 5-6 business days to process the order. Obviously I wasn't given an answer. This is the first time I've ordered from Zales, and it will not happen again. I've had excellent experiences with Jared, but decided to use Zales because they were $10 cheaper. Unfortunately $10 saved doesn't make up for possibly not getting the present in time for Christmas.

I have orders from China and gotten better service. I more than likely will be contacting my bank to start the process of repayment. I consider myself a fairly reasonable and understanding person but I am mortified that I spend such a large amount of my hard earned money for such services. I would like to warn other customers of what to expect when dealing with Zales. Buyer beware!!

Updated on 12/23/2017: Wanted to add an update about my purchase from Zales. I finally received the jewelry after the many calls and long wait times. I open the box to the necklace tangled and OMG this mess that they sent me. Just shocking!! Tarnished chain missing studs and this weird piece of metal sticking out the name plate. So I have no choice but to present this mess to my daughter on Christmas and go through the long process of sending it back!! The way I was treated by Zales is almost unbelievable. Christmas present ruined. Hundreds of dollars wasted.

I received an email confirmation of the order which stated that the order will take 3-4 weeks to process. Clearly not even close to Christmas. I am very annoyed that I wasted my money and that this company makes it so impossible to speak to actual person. Their call wait time is up to 45 minutes and their live chat function on their website does not work. NEVER AGAIN. BUYER BEWARE.

Original Review: Dec. 18, 2017

I placed an order the first week in December. It was supposed to be 7 days at most. Still haven't received it and no one can tell me anything at customer service. The online chat doesn't work and now the 800 line is busy. The first time I called I waited on hold for 40 minutes to open a ticket to hear back and never did. I can't believe the website is still advertising guaranteed delivery for Christmas!

I asked what's going on with my order. She says it's pending, I asked Yvette if I will receive it by Christmas. Her response was "It should". I said, "When I ordered it, it was guaranteed delivery by Christmas." Should is not good enough. I respond, "Should?" Yvette goes, "Yea. Should." I said I want to cancel my order. This is ridiculous. She informed me I cannot cancel my order. How can I not cancel my order if it's not processed? This is a scam. I will never ever do business with Zales again. NO ONE BUY ANYTHING FROM ZALES. IT'S A SCAM!!!

Updated on 01/20/2018: I reviewed on 12/6/17. They said they received the ring back on 1/17/18. That was the day I called. Claims the package was shipped to New York City. It will take about 30 days until I receive my credit. Total B.S. 6 weeks and still waiting for credit.

I called back three days later and explained to them what happened and that I wanted to check on the order, the male I spoke to said that they would not cancel the order because it’s against their policy and the lady was wrong. So I told the male that I would like to return it once it came in the mail and he said that’s fine just send it back with the order number which will come in the package. I received both of my packages and went to the post office to send one back but it did not contact a shipping label for it to be returned. The company claimed that there should have been one in there and now they will not refund me my shipping cost that I had to pay for because they made a mistake. I will returning the first necklace and I plan to never shop at Zales again. Horrible customer service.

That last time I went in there they said they couldn't do it and for me to mail in the return. She said when I call the customer service number they would send me a box and shipping label. When I called customer care the next day to get the label because I didn't need the box they said they didn't produce labels. NEVER ORDER ANYTHING FROM THIS COMPANY OR YOU WILL HAVE TO PAY TO RETURN IT. I'm so aggravated on customer service to people that I will be closing all our accounts there.

Also, I was told by a customer service manager that I could go to my local retail location for a loaner ring, and when I told the retail location about this they had no clue as to what I was talking about. All of the funds that I had available to spend on my wedding rings are tied up by Zales for rings that I did not want. I did not plan an elaborate wedding, just a simple wedding on the beach with nothing special. I don't even know what I am going to wear yet. BUT... I at least wanted the rings to be special. That was the only thing I really cared about. Thanks Zales... You ruined this for me and out of the 10 or so people I have spoken to regarding this situation, nobody seems to be concerned at all that because of your issues with your customer service. I have no rings for my wedding on Thursday.

I was told that a letter had been mailed in September to this fact. Today was the first of any correspondence I have received from Genesis. They would not budge on the additional late charge or reverse any past due reporting against my credit after the date I made the payment, stating that I should have noticed that the payment had not been taken from my account.

I have had nothing but problems with my Zales credit account from the beginning. I NEVER received a Zales Card. I spent over 2 hours in the store with them trying to find my account to make a purchase last October. I was finally able to set up an account online, at which time I requested paperless billing, and I NEVER received any email confirmations of payments, therefore, my only recourse being the screenshots I took of payment confirmation screens. I have once again initiated the payment to pay off the balance and CANCELLED my account. I will never make another purchase from Zales.

She got done helping a customer but remind you she looked dead at my husband and me and rolled her eyes. So while walking passed us she than purposely try to overlook my husband and myself; Here I am thinking I am just there to drop off my 3 rings to be repaired. We both wanted to get in and out. No it wasn't that simple. This Laura lady or whatever her name is put her head in the air walked right passed my husband and I and began helping a older ** couple that walked into the store way after we did. When the older gentlemen brought it to her attention she continued to ignore his statement that we were there before them and she said where we could hear her "they are being helped already now what can I do to help you." I was so mad at this point I could have made a scene but I didn't.

I continue with my dignified composure and started looking for the corporate branch phone number. Now to speed my story alone my husband said he was going to take the lead on this situation. He told me to stay calm. So the next week which was Monday he called to speak with a manager at the headquarters of Zales. He was told sorry over and over. They were going to send us a gift card worth 200 dollars. Remind you again over the 20 years we have done business with Zales we haven't had any real issues other than customer service issues. We have spend well over 100,000 with Zales if not more. We waited two weeks just for these people to send us 200.00 dollars off coupon but we have to buy something 1200.00$ or more. NO THANKS!

I then called the headquarters myself spoke with the customer representative on 10/06/17. Needless to say the entire situation was a joke. The customer representative call the store and put the manager on three way with me. She started acting as if she couldn't remember us, she started denying that we even came to the store, and then she denies I am the real person I say I am and now to top it off my rings are not there anymore. WHAT? I am going to sue them if my rings don't magically reappear. I am here But the end result of all this drama was I permanently terminated my credit card with them for good after 20 years. I will not and do not tolerate ignorance from any one of any race. We are done!!

I contacted Zales online to see how to keep my warranty up and have my ring inspected. They told me that the only way to do that would be to travel to another state to have it inspected. If I needed to send it away for repair, I would need to return to that state when the ring was repaired to pick it up. They did not offer to return the money that I paid for the warranty or give me the option to send it via mail for inspection or repair. Customer service said that there was nothing they could do for me. I feel like this is theft. I would tell everyone not to purchase anything from Zales as they will not offer any assistance once their location closed and will take your warranty money.

After that she tries to give us a size 10 ring. We immediately said that my husband cannot fit that ring and she said take it home and she will special order the ring in a size 13 after sizing his finger, my husband and I agreed that we would not take such expensive ring home that he could not wear so Evalina said she would keep it there and put it in the manager’s safe and she would call me when the size 13 got there which would be 4-6 weeks, WELL 6-7-8 weeks passed! So I called and said if it was not there by the end of week 9 that I did not want it anymore! So that Thursday she called and said the ring had arrived!

I sent my husband to get his ring. He called me about 5-10 minutes after he got it and told me that the ring looked scratched and scuffed up and that the band was very thin and it didn't look like the original ring we choose, so I told him to come home and let me see the ring myself, when he got home on top of what he mentioned I noticed that the ring was also dented. It was NOT a perfect circle. I called the store immediately after I saw my husband’s ring and found that Evalina was gone for the day so I spoke with Joanna (assistant manager). I shared my thoughts that I believed the ring was stretched from the 10 to a 13 and that is how it got scratched and scuffed and dented and she said that she didn't know what happened but she would place a order and expedite it for a size 13 ring and that it would be there in 4 weeks.

I got a call in roughly 4 weeks and we picked up the new ring on 06/22/2017. On that day Joanna was supposed to return the old ring and give me a $200 courtesy for my troubles as agreed upon by Evalina and the district manager Phillip **, upon entering the store we noticed in the (Ever Us) showcase that the ring was on sale so we brought that to Joanna attention and mentioned to be sure to ring it at the sale price plus add our discount coupons back. She said that she did that and then she asked if I wanted the $200 courtesy in cash but looked in the drawer and said all she had was $189 in the drawer so would I like it back on the Zales card. I said, "Yes that's fine", meanwhile she pretended that she rang the new ring up as a new transaction and added discounts and plus put the $200 courtesy on my Zales card, that was a LIE!

She put the credit on the Zales card but she did not ring the new ring up at the on sale price. She left it at the original price and did the transaction as a exchange! After that not knowing her crafty behavior I made a $100 payment from my bank account then a $300 payment in the store and then a $48 payment from my bank account but with all of this my bill didn't seem to be correct! I contacted the number on the Zales card statement and explained that my balance seemed too high and I explained everything so the rep put in a dispute, I received a second statement and it was higher than the first statement??? How was this possible! The first rep told me not to make any payment until the dispute was resolved but then they charged me a $25 late fee! I called and set that straight then I headed to the Zales store to see if someone could show me in person why the amounts were not adding up!

At first Joanna was not there and the 2 store clerks could not figure it out although one of them did come close to what I was thinking the amount should be, my husband and I walked to Kay Jewelry and asked them if they could look at my paperwork and help me figure it out. I had been doing math for 4 days and my brain was tired and frustrated! We then went back through the mall to go back to the car and noticed that Joanna was now in the Zales store so we went back in, we sat down and I pulled out all of the paperwork including the bill statements. Joanna repeatedly tried to tell me everything was correct and I just got tired so I said I will just call corporate and see if they could help.

At that time Joanna said that basically the $200 credit wasn't showing as a positive because it was actually a way to bring the price of the ring down. I was SHOCKED. Clear deceit! She said it was just a misunderstanding on my part... It was not! It was deceit on her part for doing a exchange at the old price instead of a new transaction at the new sale price! At that point I was stressed OUT. I said I would just like to return the ring because I don't like not knowing EXACTLY what was happening with my money! She then stated that because the first transaction was from April 7th 2017 that I could not return the ring that I picked up on June 22 2017.

Now keep in mind the ring from April was stretched, scuffed, dented and scratched by the store manager Evalina trying to deceive us into thinking it was a special order from "Ever Us" so I said "We purchased this good ring on June 22nd 2017 so how is that all possible." That's when we found about the exchange deceit! We told Joanna that we never had these issues at Kay and that the customer service was always pleasant that we never have been so stressed out! And I just wanted to return the ring and NEVER DEAL WITH ZALES AGAIN! She said I could not.

I called corporate and she Joanna called her DM and stated that the only reason we wanted to return the ring is because we wanted to go buy one from Kay??? That was a HUGE lie! So I told the rep at corporate that Joanna was lying but we did praise the customer service at Kay. As I sat there on the phone with corporate 2 security officers come into the store and asked what the problem was because clearly my husband and I was sitting down with paperwork out and I was talking to the corporate office. Joanna goes on to tell the security officer that I was calling her a liar and I was!

The security asked me was I on the phone with the Zales store or corporation. I said yes and he said that I wasn't doing anything wrong, however as Joanna spoke to two male customers that came in I heard her make a statement in reference to my religion, “Those ** people in here calling me a liar,” at that point the security officer, my husband and I went to the side after I finished talking to Joseph ** at corporate that I had spent over 1 hr on the phone with and we told security the issue. He shook his head in disgrace and said he hoped we would enjoy the rest of our day, meanwhile although I purchased this ring of horror on June 22 2017 I was being told on August 2nd that I could not return it?

This has been the most horrific retail experience ever. The people at Zales could not care any less about the consumer. All they care about is the SALE and their store revenue and as Joanna said she would lose her job because mine would be her 3rd complaint in one week! Do not shop at Zales. THEY WILL DECEIVE YOU, ROB YOU, STRESS YOU OUT AND MAKE WHAT SHOULD BE A HAPPY THING INTO A PURE NIGHTMARE! Just stay away and purchase jewelry from a place that actually cares more about the customer! I'm currently still waiting on a call from someone above store level. All I have is 2 ticket numbers ** and I'm ** as well I believe... SMH!

No one has the courtesy to even say "Hello, welcome to Zales." Instead, they ignore you and you end up walking out. Do not purchase anything from this company. All they want to do is sell you something you will be unhappy with!!! I will never go to another Zales and nobody I know will go there. Save your money and your peace of mind by going somewhere else!!!

I decided to send it back yet again and asked if they could put a rush on the repair. I located the phone # of their home office, and when I called, was routed back to the general customer service dept. 8 weeks later my ring came back and this time, 12 small diamonds in the band (3 on each side x 2 - split band) had been replaced with cloudy pebble diamonds. I finally accepted defeat. I haven't gone back since. The $ that my fiance paid for the extended warranty was a waste.

Fast forward to 2016. I lost an emerald and my band was slightly bent and since I purchased the warranty on both rings, I had it sent off. Took almost a month to get it back but everything seemed fine. 3 months later the ring is again slightly bent on the band, and again they send it off which took 3 weeks this go around. No problem. Yesterday, yet I had to take the ring in to have it sent off to fix a bent band. This morning I get a call from the same guy who I dealt with yesterday, stating that the band is thinning "normal" wear and tear and they don't cover that, so it's going to cost me $249 to add more gold to the band to correct the problem. My husband only paid $259 for the ring to begin with since it was on sale at the time and is regularly $400. Of course I said no I'm not paying that and it's only been 2 yrs of having the ring and shouldn't be thinning already.

Then I notice my wedding ring is also thinning! Both have been sent off in the past to fix bent bands. When I told the gentleman who called to inform me, they would be charging me the ridiculous amount to fix the thinning that shouldn't be happening in such a short time of owning the rings, that I'd be there today to pick up my ring and never again will I buy anything from them nor will I recommend them to anyone. I have a lab emerald ring my husband bought me from Walmart 9 yrs ago for $80, which they had a new one sent to them for my size at time of purchase that I have worn since the day I received it and NEVER has that cheap ring had the slightest dent or thinning in the band, unlike both the rings in the short time I've had them from Zales, on top of losing an emerald in one of them. STAY AWAY FROM ZALES.

The young lady over the phone stated, "If you want me to call the store I will let them know." I said, "Please call the store and let the manager know" but every time I have gone into that store I've had a problem with that manager Zales outlet Cooper Street Arlington, Texas. She's very really very disrespectful towards me like I didn't have warranty on my jewelry and I didn't like that so I looked at the young lady and said, "You know what it's okay man. Don't worry about it. We'll get this handling another store." That store's close to my home. I had to drive 50 miles out of my way to have my jewelry service. Please do not go to Zales outlet on Cooper Street Arlington, Texas. The manager just looks at you like "oh you're not spending any money so what do you want in my store." I would not go there again.

I tried several time to take it to Zales and do a "check" and on the ring and they never could find our records. Unfortunately we had a fire at our business and the original receipt was lost. It really was hit and miss, sometimes they would take it anyway without the receipt to "tighten" the diamonds and clean it, other time no. Sadly in April 2017 I lost a diamond. I took it in and they would NOT honor the warranty without records, we went ahead and paid the over $500 to replace the diamond. Here is my problem. Although I can't prove it I think I was sent a different ring! This ring's diamonds look smaller, they are not as "sparkly". With my old ring I would frequently have to twist my ring in the proper position because my "big" diamonds would hit my other finger and turn it, that NEVER happens now because it is smaller! I think this is a smaller carat ring! What should I do?

He just shot a reply to them. It reads as follows. "Well, maybe you need to add that placement order to the description of the ring so folks know to order it as backward to get it the way they want it. You will never receive another order from me. I'll be finding somewhere that takes responsibility for their mistakes and puts the customer first." Mind you, we sent it back once, and had to wait and REORDER it, and then wait again. This is ridiculous!! It might be hard to tell, but my sons' names should be James, Ryan and Logan to go with the stones!! NO they go James, Logan and Ryan. I was so disappointed.

I also asked if I could have rhodium plating since the back of the pendant looked bronze more than the original silver. The gentleman stated it wasn't a problem and added rhodium plating to the work order. He told me it would be repaired and back in the store by 5/21/17. I signed my name on the repair order and left. Today (5/17/17) I received a phone call from Zales that said my necklace was done and in the store. I got off work and drove to Zales to pick it up. I spoke with the same gentleman who put in the work order initially. It took a few minutes for him to find my necklace because they had the order placed in my first name and not my last (last name, first name). After he found my necklace, he pulled it out of the plastic bag and it was in a complete knot. The entire chain was in a huge ball. I was offput initially because I could see the chain still looked stretched. He spent about 10 minutes untangling the chain and was successful.

He brought me my necklace and said, "I don't know what they did here..." He held up my necklace and it was THE SAME CHAIN. Not only was it the same chain, but in an effort to connect the broken ends together, they soldered a noticeably larger link (the same link one would use to connect the necklace together, one that is supposed to be on the back of your neck) to the broken ends to connect them, 2 inches from the pendant worn in the front. It looked horrible. I stated my frustration about the 'repair' with the gentleman that it looked like the necklace was backwards because of the obvious link in the middle of the chain, and that it was still stretched. He agreed and said, "I understand, this looks bad, I don't know why they would ever send us this back like this." He handed me the plastic bag with the work order.

I dug around and pulled out a new chain. I held it up to the gentleman and suggested that this was probably the chain that was intended to be the replacement chain. He looked at the new chain and said he doesn't have the tools to solder the new chain to the pendant. He stated, "That's the purpose of us sending in the chain to be repaired, the repairman is supposed to do this". I became even MORE frustrated. He handed me my necklace. The pendant wasn't even touched. WHAT!? He showed me the work order he sent in on 4/30/17 that stated 'please replace chain' and 'rhodium plating'. The work order sent back had 'no work done' written in ink on the receipt. That's all. No work done? Why? The pendant was supposed to be retouched! It had not even been touched, let alone looked at or even cleaned. I stated, "Why couldn't they at least work on the pendant?", and the gentleman said he did not know since it was an easy fix.

I expressed my displeasure with the service I was provided by Zales. Why was my necklace sent to sit in a plastic bag for 3 weeks to just be left untouched? Why was a call not placed from the repairman to the store stating why they couldn't do anything? Why didn't the repairman put the new chain on? The gentleman made a new work order, placed it on fast shipping, and told me it should be back in 7 days. After I get my necklace back next week, I will never do business with Zales. I will never recommend Zales to anyone and will turn away people if they ask about my experience. This was lazy service. I could have saved my time (an hour total spent in Zales) and just went to a local jeweler and just scrapped my LJPP. This gives the statement 'you had one job' a fulfilling meaning.

So, my wife and I decided we would give it one more shot, we came in and requested the first young lady who helped us. I couldn't recall her name, but described her well, needless to say, they made no effort to figure out who I was speaking about and we wound up with the same unpleasant woman. There were three workers I could see that day, two older women and a young lady with dark hair. They all looked miserable! I was nice enough to give this Kim a chance, but that was a mistake. She insulted my wife, again, and I felt like I was mistreated very much. I wouldn't buy a thing from her, even if she reduced the price to nothing.

I wonder why Zales would have so many unhappy people in one store? And why that nasty woman would be taking customers and not fired by now? She was once again rude to her coworkers. I called and complained once more but I saw the other day she is still there. Listen Zales, if you want to succeed you need to get rid of that unhappy staff you have and promote the good ones! I won't be back thanks to Kim and her unpleasant ways!

I lost a diamond in my upgraded ring about 8 mos after the upgrade. I then brought the ring in, had it fixed. Four weeks later I got my ring back, a month later I noticed another diamond was missing! Saturday April 29th I went into the Northtown Mall where we bought the rings and spoke with the manager that was there (it's never the same one as the turnover is frequent with all employees there). She explained that she was filling in from another store but she would work with her manager to get this resolved. At this point I explained to her that I did not trust Zales and I do not want to own a ring from there as I have had so many issues with the quality of your product. This is my wedding ring. Something that is very special and marks a special lifetime moment and to have that ruined with the issues I have had with the symbol that represents it is very disheartening and sad.

I feel like the fact that it has been almost a week and my husband has made multiple calls to the store as we have not gotten a call from the manager to let us know what will be done to rectify the situation. And not one of the calls has been returned and still no call from her! I am extremely disappointed in the quality of your product and the customer service that we have received! I need resolution in this matter. I am not able to wear my wedding ring as I do not want to cause any further damage and was told not to leave it there as the manager would be contacting us with a resolution... This has not happened and at this point I don't think it will happen.

I really hope someone with Zales will understand my frustration and contact me back with a resolution that is fair. Hopefully within the next couple days not months! I really want to be able to wear the symbol of my marriage and be proud of it not embarrassed of the quality! It extremely embarrassing to have people ask "where's your ring" and having to say I lost another diamond. Still nothing after contacting Zales Customer Service.

Well, today the bill came in and I knew all I had was a little over $200 left. I was finally going to pay off this bill from this horrible company. To my surprise, I see an added amount of $365. Turns out, my offer wasn't interest free for a year. It was a deferred interest for a year. So, if you didn't pay it off you acquired all that interest. I was 2 weeks too late. Customer service, no help. Comenity Bank (the bank that Zales uses), no help. I am fuming! Do not shop Zales! They are deceptive and they are thieves. I have never hated a company more in my life. You better believe I am all over social media with this. Absolutely outraged! I have made a vow that I will tweet at least once a day for a month and make a status once a day for a month. If I change 1 person's mind about shopping at Zales then I did my job.

To me something sounds fishy. They said they "FIXED" the ring, and when we brought it to get it looked at by other jewelers, they looked at me and said "who sold you this ring". We said ZALES, and he said well that is why. The repairs looked like a toddler did them, there was a crack in the main diamond that wasn't there before, and the prongs on the ring were messed with. DON'T EVER BUY FROM THIS ZALES, OR ANY ZALES FOR THAT MATTER. THEY RIP YOU OFF! The rings are crappy quality, and the customer service goes right along with the crappy quality. Thank you Zales for ruining this special time in our lives. A customer never returning and who will continue to bash the company on BBB, social media, word of mouth, etc.

The store manager told my wife that is against store policy and that if we don't have that paperwork there is no guarantee that the expensive set would be covered if a diamond fell out. My wife replied letting her know she used to work there at the store and they printed those out all the time. The store manager told her that it has never happened and that my wife was wrong and an idiot.

My wife said "this is BS" and the store manager said she was going to call Mall security. Please keep in mind my wife is under 120 lbs and had my two young sons with her. She didn't raise her voice or make any threats. My wife left and called me from the parking lot in tears from the way she was treated. I had to leave work to drive onsite and I went in to the store myself. The store manager and district manager were there at the time of my arrival. I mentioned to both of them who I was and that my wife had just been in and was mistreated.

They both said that they would not print off any original Diamond Bond paperwork with the original number. They would only print off an extended diamond bond form that would reset the policy, but with no coverage guarantee. I questioned this again and was firm with my expectations to no avail. I had them clean the ring and while that was going on I turned my discussion to the store manager that was incredibly rude to my wife.

I told her I did not appreciate her trying to call mall security on my wife and let her know I am still quite well connected to various police officers if she really wants to get someone else involved. She said my wife used the word BS in front of customers and I let her know the last time I checked it wasn't illegal to do that nor was it a crime. She walked away and wouldn't even look in my direction again.

Once I left the store I called corporate and I explained my situation. The customer service rep checked the policy and when she came back on the phone let me know that the store manager was incorrect on her understanding of the policy. She put me on hold and reached out to the district store manager to notify them that they need to print out the original paperwork. Then she picked up my line again to notify me that the store manager would reach out to me when the paperwork was ready. I told the customer service rep I still wanted to talk to the district manager for the way my wife was treated.

Now here comes the district manager experience. She called within a few days and leaves a message for me to call her. I am a busy person with my companies so I call her back on the following Monday which is today 2/20/17. I left her a voicemail and she called me back. When I answered I jumped right into my frustration with the experience. I didn't yell and I did not cuss at her even one time. I gave an accurate account of what transpired and instead of following the most basic golden rule of service where you admit your mistakes she does not. She claims that neither her nor I were there so we don't really know what happened. Which is essentially calling my wife a liar. She offers no apology and says that her manager was upset with that situation as well and that she has never had issues in the past with those types of experiences.

I'm nearly dumbfounded by the lack of understanding who the heck you work for in this engagement. I let her know that I will make it a point of going out of my way to make sure their sales are affected. She asked what she can do and I said "you can send my wife a written apology" which she offered maybe a phone call from the store manager which I had no interest in scheduling since this person was nothing but horrifically rude. I let the district manager know I have several other peers that have had awful service experiences within the last few years at the Peoria Zales as well which she didn't seem interested in hearing about.

To top off that conversation the district manager mentions the customer service person was wrong and if you read the paperwork it says that is the policy. Which I countered that "They don't look at the same paperwork as you do?" She said "I don't know what they look at." I said "Aren't you the same corporation and it's the same document?" No answer. She knows that I am now on a quest to make sure everyone is informed to avoid this plague they call Zales. The principle of this matter is beyond frustrating.

I then asked for some compensation due to the fact they did not inspect the ring before taking my money, and my special occasion had been spoiled due to their lack of expertise. Plus we still have no ring. I filed a complaint with Consumer Affairs or whatever they call their customer resolution department, then the district manager called me said I should pick a new ring out, different style since there is obviously a defect with the workmanship of the ring. So I found one that would match my ring. It had good ratings and then was told it was way more money than I paid for the ring that I purchased. Which is funny they gave me those fake discounts which made the ring cheaper, WHATEVER. Bottom line this company cares only about the sale and only the sale. Customer service is horrible and arrogant. Last time for us.

SO HERE'S MY STORY... My boyfriend and I went into a Zales store to look at jewelry. I gave him jewelry as a Christmas gift idea for me so we went in. I wasn't sure if I wanted a ring, bracelet, necklace, etc. A day or two later I went online to check out their selection of watches for my boyfriend. Ended up splurging a little more so bought him a nice watch to seal the holiday. Turns out, he already had one. He was aware he could exchange it in 60 days. After asking about the status of the watch, he advised that he found another one on the website that he'd like to exchange it for. I asked him to see the receipt myself and clarified it says, "Jewelry has a 60 day return policy, watches only 30 days." OOOPS! It was 10 days later than the policy typically allows but surely they'll be fine if a customer is exchanging a brand new watch for a more expensive watch, not counting we have all original packaging and required items all together with it.

Ended up calling Zales customer service a littler later in the evening so maybe that was partially the problem. The girl seemed like she just wanted to go home and could care less about providing customer service so stayed pleasant and patient. After all, I'm at home and she was having to work and deal with me. Wasn't sure why I was on hold for almost 8 minutes; seemed fairly cut and dry. You either want repeat business so will extend an exchange/return for scenarios involving customer exchanges especially when it still falls within your 60 day jewelry return time period... OR you don't because you really don't care. That's Zales!

She did apologize for the long hold period and said she asked approval from a couple different higher ups and they all turned it down. I asked if anyone told her why no if I'm going to exchange it for another product?? And she said they didn't say. So I will not ever buy from them again nor will I ever recommend Zales! They do not deserve to make money off of people by trickery or deceit! Just do your research!

The salesperson who sold him the necklace informed him that it could be exchanged or returned for a full refund within 30 days (apparently the return policy for this piece of jewelry is 60 days as we were able to see on the receipt printed after the transaction was completed, but that verbal misinformation at the point of sale is not the main source of our complaint). At no time was he informed that a cash payment would not be fully refunded at the time of return, nor is there a sign to that effect posted on the premises.

My husband's taste is nothing if not consistent, as evidenced by the fact that the necklace he purchased is almost identical to one he gave me 10 years ago which I love and still wear often. Therefore, we headed back to the store, a mere 6 hours later, to look to exchange the piece, or return it for a refund. It was at this point that we were informed by the evening salesperson that due to the fact that the purchase price exceeded $200, he could only refund $200 cash at that time and a check for the balance would be issued by a corporate check and mailed to us within 3 weeks. We were understandably upset, as we were in effect being asked to leave the merchandise and walk out with less than half of what he spent and then wait multiple weeks to receive the balance of the refund. We asked to speak with a manager, who told us there was nothing she could do and that the cash return policy is clearly stated on the receipt.

Having no recourse, we proceeded with the return, only to be told at that point by the salesperson that no cash could be refunded at this time because the price exceeded $200, and the entire purchase amount would be received by corporate check in the ensuing weeks. This was contradictory to what he had said moments before. We thereupon complained further to the manager (it was at this point that an uninvolved salesperson laughed at us). The manager determined she would give us the $200 cash refund, telling us she was making a concession to us, and pointing out, once again, that the policy is clearly stated on the receipt.

I have a couple of issues with the language on the receipt the salespeople kept referring to. First of all, the language is cash refunds over $200 will be made by check issued by and sent from corporate office within 21 days. This is ambiguous. I read and interpret this to mean that a cash refund of up to $200 will be made and the balance, if any, over $200 will be by check. The employees, as evidenced, depending on the moment, might interpret it the same, or, might interpret it to mean that any cash purchase totaling more than $200 will not be refunded in cash at all.

Secondly, the fact that customers are not informed (by staff or store signage) of the company's cash return policy until after the purchase is completed and the receipt prints (at which time it is too late) is unjust, unreasonable and disreputable. Additionally, the fact that Zales receives back its merchandise but retains the customer's money, therefore earning interest on money that in effect does not belong to Zales, is most likely illegal and if nothing else, incredibly disgraceful.

I called to cancel the 3rd because I am not waiting for 4 weeks. This was initially a gift and the Supervisor Michelle told me she was contacting corporate to get me a resolution, but of course no one has contacted me. And I am well aware that I should have just went into a store but online does offer better deals than in-store does. I just feel this is a horrific experience and would think a company this large would try to at least make it right.

Since they missed the Christmas delivery, I asked if they can change the delivery address to my billing address because I am going to leave the place. The CS was very rude and said there is nothing they can do about it. Then I asked to talk to his manager. The manager was a little bit helpful said that they need to contact with the custom made department to double check. I told her to send me an email to give me the status. She agreed. Two days later, still no emails, no updates. I called again on 12/28. This time the CS was SUPER rude. Basically, she just simply tell me there is nothing Zales can do about my order. Be aware, never, never do business with this company.

When I was trying to find the place they were supposed to fix there was gold flecks flaking off on my fingers and I could see a darker looking metal under the gold. It was a lot lighter in weight than my necklace. When I turned it the links were moving and all loose, plus when I put the necklace on it was rough like sandpaper. The necklace I dropped off to be fixed was my Grandmother's that passed away a few years ago and I'm beyond upset that I got duped out of my necklace. It's crappy! BE WARNED. DO NOT GO HERE!!!

The location was in St. Joseph Missouri and the manager became rude and snotty towards me when she found out I was not there to buy, but rather try to get this fixed. She placed the blame on me for making that purchase. That I should have bought just diamonds if I wanted taken care of. When I went to the store originally to make the purchase they did not have the ring in the store to buy and I was encouraged to go online to make my purchase. They did not tell me they did not guarantee their products. I was told if the stones came out they would fix it. I feel I was mislead and duped into buying a product that is second rate only to get me to purchase from Zales. Don't go to Zales. My family won't be going there and my daughter has decided not to purchase her wedding bands there.

Now my rings are in the mail on its way back to them and no money. I won't past 2 people to get to the 3rd to say when we get your rings it may or may not make it back to me and no money too. I yelled and told her to give me my money back. I told her customer service is very bad. Why won't you give me my money back on a fake ring. Don't say you are The Diamond Store and my rings have no diamonds. I've been looking ZALES up online and email 8 different people. I've gotten 3 back and will be looking into it. That is the online reviews and it's bad very bad. Don't buy from ZALES??? ZALES The Diamond Store my ass. All I want is my money back so I can get rings on my finger.

I am thinking this place needs to be shut down... Or better yet fire that repair jeweler you have. PLEASE, PLEASE I BEG ANYONE THAT READS THIS TO STAY AWAY from them. I have always and forever gone to Carlson's jewelers on Tacoma 38th street WHICH ARE THE BEST IN THE WEST FAMILY OWNED!!! But since I was at the mall that time I thought I would stop in. I was so so wrong!!!! So now I wait again for hell. How long??? BEWARE!!! Reviews are terrible on this store!!!

After bringing it into the store, once again they cleaned it, yet it was no different. The manager told me it was my fault because the dirt was getting underneath it. They would not refund our money, not replace my ring. I showed them a ring I bought at Kohl's department store for under $100, and explained that I always wear these rings together on the same finger yet the Kohl's ring never tarnished or got cloudy. Talk about their customer service, I will never shop there again. It was embarrassing to wear the Zales ring, so my husband eventually bought me a new past, present, and future ring from a personal jeweler in town, I have had no problems with this ring whatsoever. Never shop at Zales.

So I am still waiting for 3,000 plus the interest to be credit to my account. I should have read reviews before doing business with them again. My previous experience was ordering a ring which came in in two weeks, that was about six years ago. I was happy with that purchase. It's a good thing my husband and I decided to have our ceremony and not worry about planning it around the arrival of my ring. A supposed delivery time of 12 weeks turned into 16 weeks with their promise last week of another 4 weeks or so, completely ridiculous. I will not be doing business with Zales or any of the other stores owned by their parent company, Kay Jewelers, Jared.

After checking us out and selling us protection plans for booths rings, she told us the rings should be in about a week before the wedding and we would get a call when they came in. Well, a week before the wedding came and we never received a phone call. I happened to be at the mall for other wedding related things on the Saturday before the wedding. So I decided to stop into Zales for a progress report. When I went in, the girl at the counter could not find anything about our order. Nothing on the computer, no receipt in the little box, and no rings in the recently came in drawer.

After about 20 minutes of searching, she finally located a ring that appeared to be my husband's and from there found our order on the computer. Unfortunately, my ring was nowhere to be found. She told me it was possible that my ring was in one of the boxes in the back, but for some reason those boxes couldn't be opened until tomorrow morning. She said they would give me a call first thing to let me know if they found it. So, seeing no other option, I went home with only one of our two rings.

However, when I got home, I discovered that the ring I had was not my husband's correct ring. The ring I brought home was two sizes too big. After calling the store, they said we could bring it in to have something put on it to have it fit his finger for the wedding and they would reorder it in the correct size. After receiving no phone call most of the day on Sunday, I finally called them. They said they didn't have my ring and were looking into. Three more phone calls back and forth and I was finally guaranteed that my ring would be in by Wednesday.

When we went in on Wednesday I finally got my ring and heard every excuse in the world for why things were going so wrong. Mainly the blaming of other people and complaints about other employees work. We also discovered that the ring in our possession might be the ring from the display case that was the one he tried on the first time we came in. To top it all off, the thing they were going to use to make his ring fit temporarily wouldn't work on his ring. The girl we dealt with this time, told us that she would call and put a rush on my husband's real ring and have it ordered in the proper size, which turned out to be 8.

Unfortunately it would not be here in time for the wedding, but hopefully it would be in within a few days of it. Either way she promised to call us that weekend to let us know. On Friday, we got married. By Sunday, we still hadn't heard anything about his ring. Monday, my husband called and was told that his ring would be in in a week. A week later, once again, we didn't hear anything from the store. That Tuesday, my husband called again. This time he was informed that the order had never been placed and it would take 2 weeks for the ring to come in if placed now. So, I went in after work to talk to them in person. That got me nowhere, except into an argument with the sales woman about what size the ring should be.

I was forced to call their corporate number. There, I talk to a guy that told me this was unacceptable customer service. He went through with getting the ring ordered in the proper size and once again said it would take 2 weeks. After all of this, his ring took 3 weeks to come in. And after spending $1000 at the store and month's worth of headaches, the only thing the corporate number is giving us is a $125 gift card. Like I would actually spend any money in one of their stores again.

I went to the store the next day only to find out that instead of $200, the new price for the job was $260. On top of that, the second ring which I DID NOT approve for a filling had the service done. The final price was said to be $700, $500 above what I had approved. The store refused to return me my wedding bands even though the mistake is purely theirs. I claimed BBB complaint as well.

When check out, she sold us the protection plan which did not cover stolen! We were not aware of it, we were told there was only one protection plan! This is a trap! Also, she asked when did we need the rings, I said as soon as possible, she put it as rush and did not let us know it charges rush fee, which is $39 per ring, and it was about $120 for no reason?? I was angry when I went back to pick it up.

After that, my boyfriend and I went travel, and our car got broken into. Our rings got stolen, that was how we found out how cheap Zales is! When we entered the store, we brought our protection plan to the staff, and she told us this protection plan does not cover theft! What? I was not aware there were different protection plans and the store manager told me it covers stolen... Then I talked to the store manager, the one who sold the rings to us, she was not helpful at all and she denied! She insisted to say she told us there were two different protection plans and we chose the cheaper one which did not cover stolen. What? She made this up to cover herself!! We were not aware of it and this is definitely a trap!!! Then she told us we cannot get anything back. This does not make any sense to me. This store fool people and try to take money from people as much as they can and leave you alone. DO NOT BUY ANYTHING FROM ZALES.

My fiance called the corporate office and was advised the district manager will to contact me in reference to the matter and was also informed every Zales does not use the same repair shop so I may consider shopping at another Zales, depending on how I can be compensated for this grievous mistake. Because of this we have had to cancel an engagement announcement party and delay sharing the news with our family, my fiance's grandfather passed away amidst waiting for this repair.

After much hesitation on her part she handed me the magnifier. As I looked I could clearly see where diamonds were missing, prongs still there but no diamonds. After that I asked her to test the diamonds and she told me they were too small. I've had smaller tested. I felt like I was being treated unfairly after my husband spent $800 on this ring. I returned the ring that day. I will NEVER purchase from Zales again and do not recommend to ANYONE. Columbus, Ga.

I went back to Zales and requested my rings be resized. Trenita looked at the rings under a loupe, used a light to test the diamonds and ensured all stones were present, flawless and the rings were both in perfect condition. She put both rings in a bag together, with my information. When I went to pick them up, Rick handed my engagement ring and said, "There you go." I said, "Where is my wedding ring?" He saw clearly on the bag it said 2 RINGS. He went through the inventory and couldn't find it, then found it randomly in a drawer by itself. He handed it to me and again was like "There you go." I looked at the ring and there was a stone missing right in the middle of the band. This was the beginning of a 3-month nightmare.

The ring was sent back twice to the original jeweler who scratched some of the stones (which Trenita later tried to blame on me after her boss Joan started harassing the staff, even when I have pictures to the contrary), added glue (this ring never needed glue as it was channel set so this guy was throwing stuff together, hoping it'd stick) and left gaps between the stones and the metal. I started calling corporate and District Manager Kim didn't call me like she was supposed to, never called for follow up when she said she would and wouldn't call me the 4 times I left messages about how pissed off I was with their service, attitudes and that they kept ruining my ring more. Only when I left a message threatening to call her boss did I finally call back.

After the first jerk kept ruining my ring, they sent it to their "very best jeweler in their entire network." He messed with it several times and again, made the ring worse than the first guy. By the time all was said and done, there was almost $200 worth of damage to a ring I originally paid $600 to have custom made by different company. The stones had to be replaced due to the other jewelers either damaging what was there or putting lesser quality/non-matching stones in it when they screwed up the original stones (which were perfect prior to them).

I sent Zales documents showing how much it would cost to get the ring fixed by a professional jeweler (not ZALES) and they said they'd mail a check. I had to keep calling to remind them to mail it and it finally came... without the $100 gift card District Mgr Kim had promised to send for all the hell I had to deal with. Oh yeah and her boss, VP/Director Sean never called me as Corporate said he would either. The staff was completely unprofessional, did not accept responsibility, lied constantly, never called when they said they would and then had attitudes when I asked for updates and answers.

I was nice and pleasant throughout the ordeal even though most of them deserved a punch in the face. Go on the Better Business Bureau site and you'll see thousands of complaints for Zales Corp, Kay's, Jared... all part of Signet Jewelers (tons of articles about them stealing stones are on the web too). STAY AWAY from their low-quality products and "services."

We contacted them Friday on the way there and again Saturday since nobody called us only to find out the rings were shipped to the store at Citadel Mall, Charleston, SC. I then was promised it would be shipped overnight to the nearest store which was a little over an hour away one way. We called the store in GA and were told the ring wasn't going to get there until Tuesday the following week. My husband called corporate also on Saturday and was told they would see what they could do. He demanded to have somebody call him back Tuesday. Guess what? We're still waiting for the call. It's Tuesday evening. My husband did get a call from the store in GA telling him they mailed the ring back to the Citadel store - no overnight.

I'm not sure when I will get the rings but if they're messed up I will raise hell in front of everybody in the mall. I will also contact the BBB, the newspaper and post on facebook and everywhere else not to buy at Zales. My wedding day came and is gone. The rings would have meant the world to me. Zales ruined it. :-( Added a pic on how the ring looks like. Unfortunately it's not on my finger. :-(

The male associate at the Cary, NC location was rude and I was a bother to him. I called customer service later that evening who then confirmed that NO this ring is what it is and cannot be resized due to the vintage detailing in it. I was really let down and majorly disappointed. I decided to call the DURHAM, NC location to speak to the associate that originally sold me a ring in the first place. Brandi answered the phone. She is also the sales associate. Began to argue that the ring CAN be sized and was "Sorry they upset me" meaning the other jewelers when they told me I couldn't get it sized. The sales clerks need training. They also need to take responsibility for their wrongdoing. I shouldn't have been sold a ring that couldn't be sized down to a 4.75 to begin with. Unhappy customer. NEVER returning to ZALES again!

So when I received my ring back half of the chocolate stones were white the other half was the original color. So I then told them to give me my money back. Now the ring was so messed up that the assistant manager had a ** up look on her face. So they wanted to make it right so they said "well how about we just do an equal exchange for something else". So we agreed to that so I found another. So we sent that one in to get sized. They emailed me the date that the ring was going to be in.

I called on that day and they told me that it was not back so I called my husband and he called just all of a sudden the ring was there 5 min after I had spoken with them. Went and picked up the ring and to my surprise the damn thing was messed up in the back. It was now an oval shape instead of the ring shape it should have been. The sales rep then said "well we can send it back to the jeweler and have him reshape it". I told him I didn't think so. They had already messed up 2 wedding rings that I had. I called the corporate office and I spoke with the store manager Jason over at Stone Briar Mall. He was so sorry that all of this happened and so I was promised all of these things and have yet to receive them. So whatever you do RUN FROM ZALES.

I placed my order on the morning of May 4th! I even did a live chat with "Tony" to confirm that this gift will definitely arrive before Mother's Day, and was told "Absolutely". Needless to say, my son didn't have a gift for his mother on Mother's Day and felt pretty bad about it. So much for their guarantee. Of course, all my emails come back undeliverable and I don't have time to wait on hold again. Like I said, this is the last time I deal with Zales. Either online or brick and mortar. If they can't get a simple gift purchase correct, I surely will not trust them with my future more expensive purchases.

I called the store, they told me to just approve it and now the ring won't be ready until May 26th. When I called the store, the gentleman that answered the phone had nothing to say other than there's nothing he could do, to call at 1 pm when my sales rep came in. This is frustrating. The first bill has come in, due the 15th and we have no ring. We needed the ring for this weekend as it was previously specified when we called and now we have to wait yet another 3 weeks for a ring.

Before writing this review, I called Zales guest services 6 times after being lied to from the manager and district manager. I don't have time to write my whole experience right now, but know that I gave Zales many, many opportunities to fix the problem that I have. Please feel free to message me for the details though or wait for me to finish my review when I have more time. Bottom line is that Zales is a lying company that sells terrible warranties and junk jewelry. I will be writing to local papers, online sites, and even my local news stations with a full review of my experiences with Zales, especially the one I am currently going through. Zales fooled me once but they aren't ever going to fool me again and I am going to let as many people know as I can!

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.