Zales

Zales is a joke. I have tried to order one specific item THREE times when a discount was allowed on purchase. EACH time the check out online would not allow me past a certain point and ORDER at the discounted price. Then I call the horrible customer service and they tell me, "We cant honor that price it has expired." LITERALLY this time I called it was ONLY 10 MINUTES prior to trying to check out online. HORRIBLE CUSTOMER SERVICE!

Well my name is M on august 22nd 2019 i braught in a bracelet to be repaired lubbock tx location it was sent off. For repairs and such then you know i picked it up today i noticed that when i got it back 09-17-19 when i had spevifically needed one jump ring to make it wider but whenni got it back
It had different rings on the end they were all rusted or burned. And then even the end of the end of the chain was burned pics below tha t bracelet my finacey baught for me was to commemerate my miracle baby
H***y so now its all messed up gonna have to replace intire bracelet so i thought give a bad review

First off, I bought my wedding rings from Zales. 2 weeks later, my diamond fell out and I had to bring it back to fix it which took over a month. Shows poor workmanship. Their rings are beautiful and they do have a payment plan option. I was on the one year plan and my one year expired in March of 2020. I got my last check from my job and paid off the FULL amount $351.95 four days after the due date. Mind me, this is the month where we are ALL supposed to quarantine from the corona virus. Many Americans got laid off. I could have used my last check to pay off more important bills such as gas, electric. Those companies are not penalyzing u for being late by not shutting off your bills nor adding a late fee because of this corona virus. I called Zales and they said my year is up. I was 4 days late and theirs nothing they can do. Zales added 230 dollars more because my year expired. When u first log in to Zales, it says they care about our concern for the COVID-19 and if we had hardship to call them. This is a bunch of lies. You call Zales and they don't care. They still add late fees even though loyal customers are in this hardship together from the corona virus. I will NOT be returning to Zales again nor do I recommend them. They do NOT care about their customers in this corona virus hardship.

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!

OMG! My beautiful bracelet has a story of love, remembrance, and healing. I lost my beautiful, special Angel Elanna in a tragic car accident when she was 16 years old. Elanna is my oldest granddaughter. She would always say," You Are My Everything; my friend, my second mom, sister, grandma." We did so much together. She was my son's oldest daughter and she would always tell people," I'm Daddy's Girl, All the Way, Yes, That's Me." This amazing piece of jewelry was custom made with Elanna's handwriting which is absolutely incredible! I have a tiny piece of her with me every day, birthday, holiday,... because of everything that was created on this bracelet. The bracelet also has healing signs she sends me from Heaven and so much more. Katelyn from store no. 1978 was unbelievable in making this happen. There is a connection that is also part of this story. Katelyn went to a different school than Elanna but as I explained my story she said, "I knew Elanna from soccer. I played for a year." The tears continued to flow when I found out about that and being able to have her handwriting. She had Katie meet with me. Katie is the talented designer, and creator of my one-of-a -kind special, memorable, lifelong masterpiece. She is truly gifted in her craft. Every one of the staff were so excited about seeing the bracelet and shared my joy. I can't say enough about my entire experience. Katelyn and Katie said they were so happy to know I love it and felt very special to be a part of this story. Elanna and I Thank You, Thank You, Thank You from the bottom of our Hearts.

Bought a bracelet online for my wife of 30 yrs. Bought on 12/01/22 for Christmas was promised to be at store for pickup on 12/15/22 but store said they didn't have it, called customer service they said they did. Today I went to the store after work today and they decided to close early I called customer service they tried to reach them because they were still in the store but twice they hung up on them when customer service told why they were calling. I drove a total of 118 miles to & from the store and it would of only took 5 minutes to pick it up, it was already paid for. I have to work every day till 12/23/22 12 hrs. A day to get off the 24 & 25. I have no time to go pick it up nor do I have any body to go get it. I'm from Oklahoma working in Deep South Texas. Even if I had it mailed to my home in Oklahoma there no guarantee it will be there in 4 days. THANK YOU ZELES FOR SCREWING UP MY CHRISTMAS… G

On March 13,2022: I've been a customer of Zales for years. I had the worst experience today. My husband and I went and waited patiently to be waited on, to only have two people walk through the door and be waited on while we were standing there for over 20 minutes. So we left. We were profiled. I do believe they thought we couldn't afford anything in the store. I went to the store specifically to order a ring I saw online. We actually spoke to one of the individuals that came in after us and was waited on. She is a regular of the store, so instead of waiting on us they waited on her, hoping to get a sale. I was promised a call from the district manger, the district manager said she called me. I never received a call. We were left feeling humiliated over the entire experience. I went to another store and purchased a different ring. I was informed that Zales and Kay's are affiliated. The customer service at both locations was totally different. All I wanted was a phone call back. I guess the don't feel that we are worth the time. The sales associates at the Zales in Patrick Henry Mall, Newport News, Va. Need to be retrained. I went to another store and spent almost $4000, I'm still disappointed that I didn't get the ring I really wanted, because of the way we were treated. After reading the reviews for this store, it seems that we are not the only people that have been treated badly in this store. As of today, March 17,2022 I still have not received a phone call from the district manager. I have attached a picture of the ring I originally went to the store to purchase.

My BF bought a necklace with a kinked chain. Tried to return it at Hagerstown Valley Mall and the salesperson said it was a comp. Chain but wouldn't fix or exchange it. She had us return it, probably so she can get rid of us. LAZY AND UNINTERESTED IN OUR BUSINESS. Bought earrings there too that broke within a year.

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

Bought a diamond and emerald ring from Zales on Oct 31st. On Dec 30th, one emerald fell out and got lost. Wore the ring maybe 15 times in the two months so it is clearly poor workmanship. Emailed Zales at the address given on their website- no response for 4 days so I initiated a chat with a customer service rep. Disaster. The woman was clearly trained in how NOT answer questions directly while wasting time and wearing the customer down in the hopes they just give up. Asked repeatedly what warranty I have, considering the ring was not fit for purpose ( i. E. wearing it) and was clearly of shoddy workmanship if the emerald fell out so soon. She gave me all sorts of warranty info then when I asked which of those warranties applied to my situation, she came out with this gem: "As per the warranty you do not have none since the diamond bond is voided." When I asked her to speak plainly, I got, "I don't want to confuse you as it will not make sense."? I lost an hour of my life in this alternate reality of doublespeak and still have a broken ring and no promise of repair or replacement from Zales. Never again will I buy jewelry from them.

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

I had ordered a pendant for my mother.
Item ordered on the 1st and tracking said shipped on the 2nd and I should expect delivery on the 7th. On the 6th I logged on to track shipment and when I checked the UPS site it said a ticket had been created but carrier had yet to pick it up. I decide to call customer service to see what is going on. Wait time initially said under 2minutes... I was on hold for 53 minutes. I finally got in touch with a representative who refused to deal with me as my husband name was on the account even though the card is in both our names. I have him give permission for me to speak on his behalf. Representative then asks for the billing address and as I paid through PayPal it was the recipient address instead of my residence. I had the info right in front of me and she refused to deal with me and ended up talking over me and hanging up. I called back and spoke to another representative who was infinitely nicer and requested a refund. I will not give a company money who handles customers this way.

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?

My husband and I made a larger purchase from zales. Customer service at our local zales was wonderful. We got the zales credit card and were making monthly payments. This is where the problem started. They charged us twice on a monthly payment. We requested to be refunded and there was no problem. After making payments for tour months we decided to pay off the card. We paid the remainder and charged twice. It just about drained our bank account. After talking to customer service we were told we would be refunded the same day. Three days later we called again. We were told the next day we would see our refund. It was still not there. We called again and were told in five days we would be refunded. We talked to a supervisor she told us within ten days we should see a refund after getting a letter from our bank stating things the bank has never heard of. After talking to zales again the time frame changed once more and said it could be up to 21 days. The pulled out close to $10,000.00 and are not in any hurry to help with a refund. They have put us in a really rough financial situation and do not care to help at all. Not even the supervisor with the zales credit card was easy to work with. She just stopped talking or hung up we couldn't tell. We were polite and were just trying to get a time frame and get the funds expedited but they refuse saying it's there system. Do not get a credit card through this incompetent company. It's more of a problem than anything.

So I spent quite a bit of time researching and looking for rings. So I finally find the right ring ( or at least I thought I found it). Go to the store at the Kennesaw location. We go over everything and I make the purchase. Everything is great right? I wish! I'm supposed to pick this ring up on the 30th of September but I don't hear anything from the store. No big deal, I head down to the store on the 2nd of October and the woman states nope, not here. She doesn't bother to take a minute and look. So fast forward another week, still nothing.

I call there today and of course no ring. The manager pf the store finally calls me back and states that the order has been canceled! They sold it to someone else! So now I have been on the phone with customer service for over an hour listening to her fumble her words as she is trying to upsell me another ring rather than keeping their word and advertised price. Not to mention they told me at the time of purchase that the ring had a warranty only to find out that they lied about that as well. Now after being on the phone for this long that can't figure out how to give me my money back.

They have taken what was supposed to be a great thing and have done nothing but ruin the entire thing.
I have never seen anything like this in my life. The worst customer service I have ever seen!

Worst experience ever ever ever. DO NOT give your business to such company that does NOT keep their promises to their customers. I placed an order on May 19,2020 with an estimated delivery of June 24,2020. I planned the wedding day and and the invites to my friends all around the est delivery. Fast forward to June 23. I called the 800 number to check about the order and see it does not have a shipping info. After 2 hrs and 40 mins wait on the call, they answered to tell me that the vendor will not be shipping the rings till July 15. And guess what my weeding day is July 15. I told the rep why nothing was communicated to me re the delay. She said they normally don't send out such communication. LIKE WHAAAAAAAT? I told the rep that I want to cancel my order and I am no longer interested in giving my business to Zales. The rep put me in 20 mins hold claiming she wants to submit a cancellation request.

My advice to you, DO NOT give your business to Zales. THEY win the WORST EVER company award. You will regret buying from them. I really wish I can give negative stars.

I ordered a few gifts for my boyfriends family for Christmas on December 3rd and was promised delivery by Christmas Eve. The necklaces I ordered came on January 18th, this past Thursday instead, nearly a month after they were promised. To compensate for this embarrassment, Zales sent me a gift card, with which I bought this ring. Well, they put me through hell for this ring, especially in the pickup process, for which they were very rude, uninformative, and did not even give me a box to take it out of the store in. It was finally ready to be picked up, and I got it the morning of January 20th. The band looks like it was put in a goddamn blender and is completely tarnished on top of that. For a brand new ring to look this way, plus all the other stuff Ive had to deal with, including countless calls to their customer service department, is embarrassing and shameful and I will never be shopping here again. This ring was very sentimental to me and it came to me ruined.

I posted a very similar review on Zales's Facebook page three days ago, the same day I had picked up the ring and noticed that its condition was grossly unacceptable. They responded to me that day after the post started gaining some attention on their page and promised, "truly sorry," that they would have someone reach out to me "as soon as possible." After three days and multiple inquiries, I still have not heard anything. This is a slap in the face and a $#*!ty way to treat customers. It is unfair that they can get away with doing business under these circumstances.

On March 8th, I attempted to make a purchase through the zales website. I completed the purchase (hit submit payment) only for a red bar to pop up saying my item was no longer in stock. Which is ok, understandable bc they're items sell quickly, I get it. However, when I checked my bank the charge still went through, TWICE! So, a $393.66 charge turned into a $787.32 charge. Unfortunately, I have to wait 5-7 business days for my bank to release these funds back to me, which I understand. Except, I decided to take a look at Zales today to see if the wedding band I wanted for my fiance was now available, and it was and on sale, whoohoo! I decided to take the chance and order the ring again, this time using paypay. Again I completed the process, hit the submit button, and again I was given a red bar notification saying the credit card was invalid, makes no sense since I just updated the card in Paypal. Regardless, the order did not go through but the charge still processed and they took another $300 out of my account. Now I am out over $1000! And I have to wait 5-7 business days to get my money back in the bank. My point is, the Zales website is trash! Love the store though, the people are kind and helpful, but the website SUCKS!