ZalesReviews 144

Do Not get a promotional deal and miss your last payment by 2 days. It cost me $362 with a $27 dollar balance. Customer service is awful and very aggressive and pushy to get a sell. Our dealings with them from day one was horrible. Our satisfaction for wife and I was cutting up our cards in hundreds of pieces. They should leave commenity bank.

Very disappointing to find out that Zales only offer to sell white sororities and NOT black sororities necklaces. I would have love to purchase one of the necklaces they have, but unfortunate they do not carry/offer black sororities necklaces.

Unbelievable. We purchased a very pricey ring in October 1923. In August 2024, one of the stones fell out. They make a big thing about the lifetime warranty when you buy it. Pointing out that it should anything be chipped or broken or if one of the stones is lost, just bring it back in for replacement. I heard that over and over. So of course we call, and we are told it's not covered. Why? It's in the fine print; in order for you to maintain the warranty, which was never pointed out to us, you need to bring in your jewelry for an inspection every six months! Really? If you were jewelry is that good, why not just cover it? If the stone hasn't fallen out yet, what are you going to see? And who in their right mind brings their jewelry in every six months? Who has the time for that nonsense? I'd like to know how many people ever do that.
So this is just a veiled way for them to not cover what they say they will cover. Oh, you didn't bring it in every six months! Give me a break. Never again. Absolutely ridiculous.

I wish I could give Zales a zero! The District manager and store manager are useless! I spent a lot of money at this store. I went to customer service for help, no issues with them, to return something outside the return window. It stayed at the level of the District manager for months! Then they said it was way too far out of the window to do the return. YES because it took them forever to help me! They said my only option is to do another trade up. OH of COURSE! More money in their pocket. In the meantime the rings I love from Kays have to go back because they won't work with me. They are sister companies, there is no excuse for this! We had 2 family members with health issues so it went one week outside of their return period. Purchase expensive items elsewhere!

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.

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

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.

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.

2 of same ring in 4yrs that 1st time lost diamonds in channel of ring was defective! Received 2nd ring same ring within in few weeks stones were loose returned for repair within in weeks ring fell apart.wabt my money back defective rings read other people's reviews just want my money back for the defective ring supervisor from CC which was to call me never did no help could not get what happened correct.reported to BBB and customer affairs.

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 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

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.

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.

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

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.

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.

If the star had a ZERO star I would put ZERO‼ My husband got my wedding ring from zales 3 months ago and always make our payments on time. Today we noticed a late fee of $41 and called about the issue. The gentleman who helped waived the fee but noticed there was another one. After hearing that I was pissed and asked to speak to a supervisor. I was connected with Eddie who after hearing the issue immediately hung up on me. I called back and spoke to another guy who explained even if a payment is made on time you will get charged a late fee waiting for the payment to process which can take 24-48 hours. I explained that if a mailed in check has to be received by 6pm EST why can't I make an over the phone up till 6pm EST. He told me that the late payments are an on going issue with other customers and that maybe a change will take place soon. I said no they aren't going to change anything because they are counting on their customers late fees to fill their pockets. All I can say after that is that he DID NOT deny what I said. As much as I hate to say this. Zales has lost me as a customer. I don't like scammers and Zales banking seems to be on par with scammers.

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!

Mrs. Charlotte Woods was very helpful and pleasant to us I'm the store today, and was very professional and was patient with us and we was pleased with what we was looking for, thank you mrs. Charlotte!

I was going to buy some pretty citrine jewelry on sale. Even the coverage for it was ok to me, I told the salesman I would still put 100-200 dollars down on it. The manager I am assuming, was asking why I was talking about putting money down, but myself and the salesman were busy talking. She ended up behind counter a bit later. So I told the guy I was gonna put 100 down she says put money down for what? He tells her for what she is buying. This simpleton says "we dont do lay away here." I got up and I looked at her and said " everyone knows there is. No layaway anymore'. She says nothing and the guy was trying to finish every thing, but I told him never mind didnt want the jewelry or a card. Did not understand why she even said that so the only thing I could think of is that I was being judged as an older person of color from back when jewelry stores DID do layaway? Did this woman not think I had been in a jewelry stores since 2010 or something? Not sure but she offered no apology so I simply left.Are your managers or store clerks really that dumb or offensive in the other stores?