Zales

Me and fiance both unhappy, plenty of mess ups, they remounted ring to wrong band, hidden fees, bad Customer service. After spending over 20k on our last bill it was paid a day late but payment was 1200 to close account and the agent said no late fee if paid in full and to top it off I still got hit with a late fee against their word.

I had my wedding band sent in to have resized and cleaned came back with a finish that transformed my ring completely made them send it back to restore back to original and then it came back with holes every where on my ring. Please don't use this jewelry place what so ever. If u love ur stuff stay away from Zales Jewelry. I warn you do not use this place and buy anything from them.

Went to the store in Fort Lauderdale (Galleria Mall) to buy a wedding ring. It was model number ******* for a price of 2,344.47 I wanted to think about it i looked on Zales.com and they were offering a special promotion I paid for it with a credit card and received a CONFIRMATION #*******0529. I received an email with all my information. I'm about to get married in March. The ring came to 1,579.72. I checked my order status and they said it was "cancelled by Zales". I called and they said I had a billing issue: 1.) I had the ring shipped to the store for pickup 2.) On my confirmation page there is nothing wrong with my billing address. Talked to a guy name a guy named Alenede (prounounced Ag-en-dee) he said. Absolutely useless. Won't let me re-order for the same price. Wouldn't transfer me to someone higher at the company! If you work at Zales and is reading this look up the order number! It's like once I received it for the discount price they canceled it. Absolutely terrible. If you work at Zales you have no morals or ethics.

Received ring in April of 2023 as a birthday and engagement gift and by December of 2023 a diamond fell out. Zales is just overrated, products are poorly manufactured and I don't have any confidence in purchasing anything from them.

My wife's diamond wedding ring was bought at Zales in Easton. We paid for a warranty to cover loss and repair for her diamond ring. Three weeks after purchase the diamond fell out. Less than a year later it fell out again, they repaired it. The 3rd time the diamond fell out, we couldn't find the diamond. Zales said the cost of repairs is covered but not the diamond because we exceed the 6 month inspection. Due to poor craftsmanship of Zales my wife is without her wedding ring. We shop with other jewelers and only had this problem because we trusted in the craftsmanship of Zales. We will never do that again

I ordered a engagement ring for my fiance the order was confirmed two days later zales cancelled it without cause reason or notification.my attempts to contact them was unsuccessful and oh lord priceless online customer service representative and explained to many I spoke to if it was incorrect billing information the order would not gone through and confirmed all just dodge any questions or concerns I inquired about or had blamed me and showed what zales truly represents I will not do any more business with zales anymore or again. I explained and explained I if it was incorrect billing information it would have not passed to be confirmed fell on deaf ears it didn't work to fit there agenda.

My now husband purchased my engagement ring at Zales. He bought the lifetime protection plan. We were actually fairly loyal customers to Zales. But then they lost a piece of jewelry that I had sent out for repair. So we didn't go back for an amount of time. Recently I went in to get a necklace repaired that I had bought at Zales it's had to be repaired quite a few times, everything from breaking to the clasp not latching. They were going to clean my wedding ring, while doing so she found two loose stones and a chipped diamond. The girl in the store was going to send it off to have the loose diamonds repaired. She asked the manager about the chip I explained I did not want to have the diamond replaced it was my wedding ring and I didn't want anything changed on it. The man in the store told me they were an All or Nothing repair. Was very rude about it. Explained that I would have to buy a new diamond and they would be keeping my chipped diamond. Now keep in mind I have a lifetime protection plan. The only time I've ever heard of a diamond chipping is when it was a subpar Stone. Which maybe why they want to keep the chip one. Will not give me my money back for the protection plan that I can't use. Will not fix the loose diamonds which should have been covered in the protection plan. This was the second time I have left Temple Zales because of the man that works in there. The first time I had called about engraving a bracelet was told to bring it in. The girl that helps me is fixing to send it off, he takes one look at it says we don't do that, tells her not to send it. Tells me because of the bracelet type no one will engrave it. I take it the next day to a jewelry store in the same town they engrave it and have it back to me in 5 days. This is the Temple Zales. Between the necklace breaking over and over, the protection plan not covering stones, a diamond that chips, lost jewelry. Buyer beware

Clasp xame broken. It's damaged. You should have easily caught this before it went to a customer. Do better!

My husband ordered a white gold wedding ring with dimonds around the band. The ring arrived and on the receipt it stated that it was a white gold wedding band with dimonds. We got it to match my engagement ring which was also white gold. We get married and about 8 months goes by. I am wearing both rings the entire time and I begin to notice that the wedding band looks severely more tarnished than my engagement ring. Thats when we looked at the wedding band noticed the 925 on the inside indicating that the band was infact sterling silver. We called Zales and explained the mistake that they had made in sending us a lower quality product then the one we had paid for. They argued that since we were past our six month return period that they couldn't help us or return the ring. My husband escalated the situation to manangment and they said to call back in a week so they could look over the problem so we did. At the end of it all the maximum refund that they were able to offer us was $22. They did not make it right and they never gave us the quality of ring that we ordered and paid for. They only want to make money and do not care about taking care of their customers. Please do not waste your money here. Go anywhere else.

DO NOT buy from Zales.com. First, I selected the ship-to-store option Zales offers in its checkout process. Instead, the jewelry was delivered to my home address! Fortunately, it did not get stolen by porch pirates.

Second, I bought at a 20% discount as part of an online sale and had to guesstimate my ring size. I mistakenly assumed it would be an easy exchange if not the right size. It was too big, and it turns out I can't exchange in any retail store because they all only carry (1) size of the ring I bought, and it's even larger than the one I originally ordered.

Speaking with a representative proved equally frustrating. They will not allow me to exchange the ring at the sale price for the smaller size they DO HAVE in inventory. They will only allow me to do a full return, then re-purchase the correct size at the current, non-discounted price. At this point, the options are a full return, or basically paying the 20% I saved to get the ring resized.

It's clear to me by these actions and other online reviews and ratings that Zales is not a company that cares about its customers, nor does it prioritize customer service, nor do they seem to care about word-of-mouth advertising or fostering repeat purchases.

I will NEVER buy from Zales again.

Been a long-time customer of this company for over three decades. Went to my local sore a week ago to get my wife's rings cleaned. While there, I saw a beautiful lab created diamond that I thought I might upgrade my wife to. In speaking with the store manager, she advised me that I could utilize my 100% trade guarantee to purchase this. What this means is since I purchased the ring from Zales initially, I am allowed to get 100% trade in for what I paid as long as the new jewelry piece is at least twice that cost, which in this case it was. Taking advantage of zero interest, I applied for the CC and was all set to purchase. I am then told that the sales tag that was currently on the ring was not supposed to be advertised until the following week. The manager told me to come back next week, and she put the ring aside for me. When I come back, the manager was not there and the man who was helping me told me that he was not able to execute the purchase because the ring I was trading was a real diamond and the ring I was buying was a lab created piece. He stated it was against their policy. I referenced their website right in front of him and we could find no such policy, but we did find what I was told previously that I could get 100% trade in value but no mention of the rest. Contacted his DM and was told nothing could be done. I contacted the customer service dept. and was told that is their INTERNAL policy and it is not shared anywhere publicly. Have tried multiple people and no one will help, nor will they provide me with a way to contact anyone above the useless CS people. This is Zales fault exclusively and they should do what they need to, to make it right. Doesn't appear they will.This is the worst treatment I have ever received from this company and am very shocked after so many good experiences. They absolutely do not care about their customer, period. They could care less how long you have been a customer or if you will continue to be one. Basically, that is what I was told from the DM who did reach out to me. She was rude, matter of fact and offered no solution to my problem and finalized our call wishing me luck at my next jeweler. I had bought a necklace for my wife previously and will be returning that as I purchased a new one from a much better jeweler today. After receiving such horrible service from this wanna-be jewelry company, I won't nothing to do with them. Once upon a time, they were wonderful and would never allow this sort of thing to happen. Clearly no more. This also holds true for Kays as they are in essence the same company owned by the same conglomerate. STAY AWAY from this deplorable company and find a true reputable jeweler that truly cares about their customer, and they value they provide. They do not hide policies to benefit themselves and they are able to work problems out. I wish I could give zero stars.

I purchased a diamond bracelet for my girlfriend for Christmas, $900.00 and it broke after 30 days. She took it to a Zales store and they took it in the back and fixed it, 2 weeks later did the same thing and the fixed again. She stopped wearing for fear it would continue to break and would end up losing it. 3rd time it broke and I had had it! Called corporate and they say no warranty. They sell junk and dont stand behind the product. Please take my warning and stay away from Zales!~

Bought a pair of $10,000.00 earrings and the screw on backs will not even stay on and they will not stand behind them. Zales sucks. Find you another place to spend your money. All they want to do is charge you more for something they should fix without any charge. I will never step foot in another Zales.

I did an order on my laptop and the wrong billing town and zip code pre populated. The order was in 2 shipments and I canceled the second one and still shipped. They charge you the full amount which takes 7-10 days to drop off then when items ship they charge you again. One item was sent back to Zales because town is wrong and can take 30 days to get your money back. All around the companies online ordering system is flawed and I'd never shop there again!

The lady I spoke with was rude and condescending. She attempted to offer no solutions to my inquiry, never again

My husband purchase my engagement ring from zales in 2001. I have had it repaired a few times out of pocket because warranty is only for diamond replacement as long as you get it cleaned ever six months. I had done this until COVID when store was closed. Took ring to get prong fixed and was informed that diamond was chipped and to repair ring it would cost around $800 since I had to buy a $400 diamond. I offered to sell the other 4 diamond to them and was told they don't buy back but I could trade up (which is really a trade down unless you want to spend several thousand more). Also asked to fix prong with out replacing diamond and the said they could not repair without replacing diamond. Called customer service to see if they would replace diamond and they refused bubbled it up to supervisor and zales would not stand behind ring. Seems to me the diamond warranty is a gimmick because if you don't go every 6 months for inspection the warranty is not valid. Who doesn't forget a cleaning now and then. So you may want to look at companies that don't require a cleaning to keep warranty valid. I do not recommend zales.

I received a ring from Zales as a gift. After less than 18 months, the setting fell out. Zales will not repair my ring unless I pay for the labor and the replacement stone. I checked their extended warranties and lifetime protection plans. None of them cover the cost of replacement stones and only the lifetime protection plan will cover the replacement cost of diamonds. So now I have an ugly frame for a ring and I will have to fork over even more money, on top of my giftor's purchase price, to have something that I would wear. Make no mistake, Zales---and Kay's by extension as a sister company---*will* not stand behind the products they sell, unless you are willing to fork over even more money for an extended warrantee that covers nothing more than the bench fee of their repair service. And don't forget, any piece of jewelry that you might wish to sell, will bring only a fraction of the original purchase price... maybe 25% at best.

The worst customer service ever. My husband and I will return the necklace and never shop there ever again... They made a mistake and pretty much told me to go online print the label and return it then go back online and reorder. What kind of service is this. You have no problem taking my money. You made the mistake and you should be fixing it not I, the customer. Absolutely the worst service ever. All names start with the capital letter as I wrote it when I ordered it... I have the email and confirmation and it's their mistake. But how you handle your customers is what will lead you to be out of business...

Recently purchased a +$2000 necklace. Within 1 month clasp broke-kindly (not really) offered to fix it for $100. Now 7 months old and it has lost all its sparkle and will not lay flat. Their solution is we can send it in for repair at your expense. It has not been abused, slept in or worn in water. My $200 chain that's 25 years older looks better than this one. Their customer service will do nothing to help you. They did not even tell me it was exchangeable until after it was too late. I will never again buy from Zales and will not hesitate to share my opinion.

I attempted to pay the card off but the card company never took the payment, a month later I get a bill with a returned item fee. So I called and told them I tried to pay but you didn't take the payment and I had since shut that account down due to fraud attempts can you waive the 29 dollar fee. They said no/ we don't mind losing customers over fees. So I paid it off and canceled the card never going to Zales or Kays ever again.

I was given an engagement ring that was purchased from Zales Outlet in Norfolk Va. The ring has lost two diamonds out of the band. The horrible cow that helped me (Riley) told me that she doesn't "think" my ring had diamonds in the band in that spot. Yet there are diamonds on the direct opposite side. She claimed she couldn't tell how the missing stones would be mounted in the band, as she couldn't see the prongs. Asked me to explain to her how it was set. 1st: not my job.
2nd: not how your talk to a customer.
I plan on telling anyone and everyone I can NOT TO SHOP AT ZALES IN NORFOLK PREMIUM OUTLETS. They will not honor their warranty which we paid extra for. They will disrespect you and make you feel like the garbage they really are. Riley should be fired for the way she treated me. It's truly deplorable. Someone like that has no business working with the public. Not only does she LOOK UNPROFESSIONAL BUT SHE ACTS! Unprofessional. Basically laughing at my because I was angry at the crappy service she was giving me. She claimed they would send my ring BACK FOR A THIRD TIME! To once AGAIN REPLACE THE MISSING DIAMONDS! Yeah right! More lies.! They didn't replace them the first two times, why would they replace them now.? I CAN NOT STRESS ENOUGH! DO NOT SPEND YOUR MONEY WITH THIS COMPANY! Buyer Beware!

Zales is the worst company to buy a ring from. I bought my original wedding ring years ago from Riddles, which by the way, is a wonderful and reliable company. The stone finally after 15 yrs fell out. I decided to just get this ring from zales website as a temporary replacement. I ordered it and the order got canceled. I called customer service. They said something wrong with the billing address. They supposedly fixed the issue and they ordered it again for me. Sure enough, a day later, it was canceled AGAIN! I called customer service, they say the same thing. Supposedly, they fixed the phantom billing address issue. And again reordered the ring. At that point, I was assured that everything was fine and that I would receive the ring in a week. After 2 days, I get an email saying that it was canceled yet again but this time it was out of stock! OMG! ZALES, get it together. Update your website daily and train your staff. Horrible experience and horrible, incompetent company!