Zales committed fraud against me and did a bait and switch with my diamond. My husband originally bought my 1 carat engagement diamond in 2006 from Zales. In 2012 he bought me a 1 carat diamond that went into a pendant from Zales. In February 2023 we were upgrading my 1 carat diamond to a 2-carat diamond. We purchased the 2-carat diamond from Zales and traded my 1 carat diamond that was in my pendant, also bought from Zales. The 1 carat that was in my original engagement ring was not being traded in it was to be put into my pendant and the one in the pendant was to be taken out and traded in. I have documentation that shows the one in the pendant was being traded in. We gave Zales at 1101 Melbourne Rd Ste. 3041, Hurst, TX ******* my 1 carot engagement ring, the 1 carat pendant and then they had the 2 carat diamond they were putting into my original engagement ring setting. All 3 of these diamonds were sent off to their jeweler. Zales had 2 rings and a pendant necklace. We were to get back the 2-carat engagement ring that the diamond was now in my original setting, and a pendant with my diamond that was in my original engagement ring from 2006. We just discovered on September 23,2024, that they stole my original engagement diamond from 2006 that was not being traded in and left the diamond that we were trading in, in my pendant. We have to take all of my jewelry in twice a year to get inspected to keep the warranty valid. Zales has done 3 inspections since this all transpired in February of 2023 and have signed off on a diamond bond inspection for a diamond that is not in the ring, this is fraud and breach of contract. The store manager Bridgett Barnardo at the 1101 Melbourne Rd Ste. 3041, Hurst, TX ******* store confirmed on 9/27/24 that the diamond I am suppose to have in my ring, the diamond that was purchased in 2006 is not in the pendant, she looked at the physical diamond in the store and the paperwork. Bridgett Barnardo, the store manager at 1101 Melbourne Rd Ste. 3041, Hurst, TX ******* then called Sherri, who wouldn't give her last name, who we have been dealing with at their corporate office on 9/27 and confirmed to her that the wrong diamond is in the ring, that should be on a recorded line… They just keep telling us they need to do more research. This store did a bait and switch, took my better-quality diamond that I never authorized them to take and left the less quality diamond that was already in the pendant that was signed off on to trade in. Zales has been committing fraud for the last 18 months. We were not aware that this had happened until the pendant needed repaired in September of 2024 and they turned the diamond in the pendant to be able to see the GSI number and we were informed on 9/23/24 that the diamond that was in my pendant was the wrong diamond, the diamond that was in my pendant is the one that we agreed to trade in. They tried to offer me 5,900 to replace a diamond that would cost me 10,00 today.

I hate, HATE, HATE, HAAAAAATE this company. HATE! I hope it gets closed down and has to go through what toys r us went through because of their stupid incompetent employees that they allow to work there!

Baybrook Mall- Friendswood TX, Employee was giving my husband and sister a hard time while they try to get my damn engagement ring repaired! A single accent stone fell out. He was asking questions that didn't even matter, "hur hur how much did it cost exactly? About how much did it cost? Did you pay with credit card? When?" Him asking them all that is like me asking someone on the street "tee hee, what was your exact weight 8 years, 2 months, 9 days, 1 hour, 10 minutes, 59-58-57 seconds ago!

My husband was standing there explaining that he has the warranty but the ring may have been purchase under my sister in law NOT my sister because she used my sister in laws employee discount. He steady arguing with my sister & another nice lady had to help fix his mistake because he clearly didn't know what he was doing. It was 2 days before valentine's day & obviously busy. She had to stop what she was doing to fix his nonsense. We confirmed it like 3x, with her before she left to help someone else and him the prices was fine. SEND IT OFF- MY SHHH.

But here's the true kicker everybody, HE QUOTED us march 3, YESTURDAY it would be ready. So confident. GUESS WHAT!? ITS NOT! And his coworker pretty much threw him under the bus saying "idk what he did but he didn't send off the conformation for them to fix." My husband wasted a trip to be told it's not there and yet another 10 days it will be ready- IF THAT!

Then I call, text and email the company to see what is going on and why am i being told different times & it will take so long after they have ALREADY received it & confirmed it almost 2 weeks before, I was hung up on when the man said he would find out. The lady "Jasmine R" told me it can take 4-6 weeks, why it's a single accent stone- never mind how do i go about getting my ring back, she said contact the store. How if they don't answer the phone & when they do they hang up in your face!

THANKS FOR NOTHING. GO ELSEWHERE PEOPLE!

I bought hoops via internet on february of 2021, they were on sale from 600 dlls to 330 dlls. I did not like them, they were so insignificant and small for supposed original price, so attempted to returned them at my local store in El Paso Tx at Cielo Vista Mall and Basset center, every time I attempted to return, their system was down. I had only 30 days to return the items. After 2 weeks and several attempts their system was always down. Finally I decided to return them via mail and by the time zales got them, it passed the 30 days. I spend hours, energy trying to explain customer services, the bank, zales but no one could resolved anything. Zales gave me a gift card instead of accrediting the amount to my balance. After 6 months I had to pay the amout of the hoops that i had returned otherwise zales would charge me interests, which I did not want to pay. Zales is an elegant thief. The reason to wite this review is to save you time and money, this store is not worth it. Services is horrible, the worst of the worst.
Compre unas arracadas en febrero via internet y no me gustaron eran muy chicas e insignificantes para el precio original del producto. ( enlistado a 600 pero yo las compra a 330) Intente muchas veces devolverlas a la tienda local de zales en El Paso Tx, Cielo Vista Mall and Bassett Center pero que casualidad, cada vez que iba el sistema de computo estaba caido. Intente devolverlas x 2 semanas, varias veces pero el sistema continuaba caido. Yo solo contaba con 30 dias para hacer la devolucion. Me cansaron de tanta vuelta y tuve que devolverla x correo, para el tiempo que zales la recibio ya se habian pasado los 30 dias. Perdi tanto tiempo y energia hablando con customer service, zales y el banco pero ninguno soluciono nada. Zales me dio una tarjeta de regalo x el valor de las arracadas para que comprara otro producto de ellos. Termine pagando el costo total de las arracadas despues de 6 meses si no los intereses empezaban a cobrarse. Zales es un ratero con sombrero. Yo no te recomiendo esta tienda para nada. Si quieres ahorrarte tiempo, energia y disgustos inumerables, no compres ahi. Zales es lo peor de lo peor con la atencion al cliente.

I purchased a ring set for my new bride 28 years ago from
Zales in Marinette, WI. When I purchased
The ring set, I was told that it included a full warranty (fix broken prongs,
Replaced diamond if lost, etc.) and free
Resizing of +/- one size if we kept up the 6 month inspections. After 21 years (43 faithful inspections), we
Had a broken prong and brought it in to have it repaired, which they did at no
Charge. Two weeks ago (55 inspections
Later, 28 years), another prong broke. After
Arguing with the store clerk at Zales in Eden Prairie, MN, the manager, and then
Some muckety-muck in customer service, we were told that the warranty on the
Ring was only for a lost stone replacement (they no longer "support" the full
Warranty as they did when I purchased: it is now offered as an option, which
Started 2 years after I purchased the ring not what I was told when I bought
It), and the prong repair would cost $35. We also wanted to resize it (down) 0.75
Sizes, which was $40. Just to get is done,
We very reluctantly agreed to the $75. It
Was promised to be back in 2 weeks (14 days).
This evening (12 days later), we got a call that the cost was going to
Be over $420! This is to add more gold
To the ring to build it up due to wear (we had it resized by Zales one year ago
Their cheap gold wears that fast?), to replace the head which had more worn
And broken prongs (this was since they signed off the inspection 5 months
Earlier?), and to re-solder the 2 rings back together; never heard of this extra
Charge before. They only looked at the ring
After they had it for 12 days.

We asked what this cost was about; we thought they were
Talking about the wrong ring, which they assured us they were not. We asked the store manager in Eden Prairie to
Call us, which she did, and she basically said that because the previous work
Was done by a different store (Zales in Burnsville, MN that is now closed), she
Could not speak to work done at other stores (the sign outside both stores says
"Zales", and they are less than 20 miles apart). She said the ring might be back on Monday,
With no work done, which is even longer than they said the repairs would take
In the first place.

We are completely dissatisfied and totally done with Zales. They do NOT stand behind their warranty or
Their work. They do not stand behind
Their price quotes or timelines. They
Inspected the ring 5 months earlier, and signed off that the ring was fine. Now they are saying it is such bad shape it
Can't be fixed without a total rebuild at a significant price.

Stay away from this place.
They are closing stores for a reason.

I purchased a gold wedding band from Zales through a discount they were having. I was sent the wrong ring size, so i followed the directions exactly in returning the ring to get the right size. After waiting about 4 weeks and hearing nothing, and not receiving my ring, i called the main customer service. I was told i would not be receiving another ring because i did not email the customer service center before sending in the wrong size ring with a request to get the right size. I was told the discount i had revived would also not be given back to me if i were to purchase the right size. I asked to speak with the manager of the girl i was speaking to, AND SHE HUNG UP ON ME after putting me on hold multiple times. I called back a second time and was put on hold for about 20 minuets 3 different times, the 4th time i asked the girl what her managers name was and she refused to tell me... and told me her manager was too busy and did not have time to talk to me and i would just have to call back another day. She then tried to put me on hold again. I stopped her and said no do not put me on hold AGAIN! She said ok, and then continued to put me on hold... After about 10 min of being on hold again i hung up and called back. After multiple times of asking the girl i was speaking with who her manager was she told me her manager was not a girl and that is all she could tell me. I continued to ask and finally got her managers name, Dan Garcia... she refused to tell me his boss's name, saying he was the main guy... I still have not revived my ring, and i have NEVER HAD SUCH HORRIBLE CUSTOMER SERVICE. I RECOMMEND THAT NOBODY DEAL WITH THIS COMPANY! I will continue to fill out more reviews on every page i can find. I do expect a reply from zales, i do expect them to honor their deal, and i do respect my ring (the right size) and I do expect Zales to handle this in an honest and honorable way, because this is ridiculous!

We decided on a 30,000 budget for rings went all over Illinois Albert's in Indiana Jewelry exchange etc and I didn't find anything I loved went to Jared and they acted like we were in the wrong store so we took our $ elsewhere went to Orland and decided to stop in jbr zales and Kay I finally found a ring I LOVE 6ct but I wanted my ring to be 10 sobwe picked out 2 two carat bands to go with we also got my fiance two bands from there as well the quality is excellent diamonds are beautiful only problem I went in for the inspection and they told me since I didn't bring all the paperwork from5 bands they couldn't inspect them this aggravated me we came home and literally couldn't find the paperwork for one band we went back it was another lady she politely printed me another and inspected our rings why the first lady didn't do that is beyond me oh and they tried to say one of my bands wasn't from zales and we had just got my last band on 9-1 and it was 9-16 when we went in I don't appreciate being told I'm lying and I didn't have to its not like I was getting money back I just wanted to abide by their inspection policy so in short my first experience was excellent second not so much but I will buy from them again

Diamond rings are good but price is very high