David D.

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.