Zales

John Blackmon

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Terrible, just terrible. If I could also rate negative stars, I absolutely would. I love my wedding band, however as mentioned in pretty much every review, the customer service is mediocre at best, inconsistent, and it’s obvious that employees don’t communicate with each other. I was given conflicting information on several occasions by various employees and had to wait over a month for my ring just to get sizing beads added to it. I initially dropped off my wedding band in mid December for a resize. One employee sizes me and my partners ring finger and writes it down, along with various other sizes on a small note pad. After repeatedly asking US what she sized, and confusingly adding her measurements to the system, the ring comes back 2-3 week later, and it’s still too big... I send it back to add sizing beads, per their recommendation. I was told it would take 2 weeks max for it to come back (mind you I also had their overpriced warranty added that they suggest on every visit..) and it took over a month to return. I was extremely disappointed to not have my ring for Valentines Day, and the reason they gave me for the delay was that the vendor “wanted to ensure I still wanted the sizing beads added if they were a bit spaced out” HUH?? Will the ring still fit? Yes. Will the beads cover any significant markers on the ring?? No..You would think since I purchased the ring from Zales, that the vendors would know how to size them. The sizing beads are not visible when you’re wearing the ring, so the reason for the delay was outrageous. During the pick up, the employee that sized me asks for the 100th time, do you want to add a warranty to it!? For the ring that already had a warranty. 😃 I will not be returning. For my own sanity and future customers GO SOMEWHERE ELSE.

Nicole White

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In the three months I’ve owned this ring, it has required four separate repairs, and I barely had it in my possession for most of that time. Zales has had it in their possession for over half of the time being “repaired.” My husband ordered the ring online and was sent the wrong size. After our proposal, we sent it in for resizing and engraving. When it was returned, the inside blue sapphire was chipped, requiring another repair. The store later called to say the ring was ready, only for me to arrive and be told it had been sent back without being repaired at all. That meant sending it out again. After finally getting the ring back—having been without it for nearly two of the three months—one of the main diamonds fell out within two weeks. Corporate was informed throughout this entire process and was neither helpful nor understanding. I received $200 back and a $100 store credit, and their proposed “resolution” was to exchange my ring. This was unacceptable to me, as this ring is my engagement ring and holds deep sentimental value. This is apparently the only option so I had to exchange it. To make matters worse, when the store manager told us to come in for an exchange, she claimed they had my size in stock. When my husband arrived, she realized they did not—another mistake—and suggested sending a different ring out for resizing, which would take another 2–4 weeks. At this point, there is zero confidence this would even be done correctly. Every issue in this process has been due to Zales’ mistakes, yet I’ve consistently been made to feel like the inconvenience is somehow my responsibility. This experience has been exhausting and disappointing from start to finish. I would not recommend Zales. Michelle, the store manager, has been helpful and responsive throughout this process; however, the support from the corporate team has been unsatisfactory.

Eric McIntire

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IF I COULD GIVE NEGATIVE STARS I WOULD!!! ABSOLUTE WORST EXPERIENCE EVER AND NEVER WILL I BUY FROM ZALES OR ANY OF SIGNET JEWLERS STORES AGAIN, KAYS, AND JARED ARE OFF THE TABLE FOREVER!! I ordered a pair of earrings for my daughter for Christmas which we celebrated the weekend of the 19th. When ordered it told me that delivery would be on or before Dec 16th. Not 12 hours later I got an email saying some unforseen reason the delivery would be made on or before the 18th. I called customer service to find out why it was delayed and they couldn't answer but assured me it would be delivered on or before the 18th. The 16th came and I saw where a shipping label had been created. When I called on about the 12th a case was created and an email sent telling me if I had any questions feel free to ask. 2 emails through hell week and not a response from the one handling my case, or any response at all. I called every single day and multiple times a day all week long and still same old crap. One rep originally told me 3 to 4 days to have resolved then a few days later it went to 10 to 14 days. I called yesterday, the 23rd and was told the same old crap, no new information and I asked for compensation of some sort. One rep told me we already knocked 40 bucks off but this was becasue I could have cancelled and reordered the same set and the website was telling me delivery on the 17th, plus originally I used a 10% coupon which with the adjusted new price they didnt apply it. After getting off the phone I decided to call back to just cancel since they already ruined my daughter's Christmas. They then proceeded to tell me it shipped at 1:27. When I talked to the rep after that time she never said a word about it being shipped. I told them to call ups and stop shipment which they said they couldn't do and I would have to return it which will take 3 to 5 weeks to get my money back. I asked for corporate contacts and phone numbers and they refused to give me even a number. I asked for the name of the customer service vp and was given a name that was a false name!! Beyond pissed over all of this total bs and worthless company and customer service!

I I

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I find myself very disappointed in the outcome of this experience and the ring I purchased. It was to be sized down then engraved. After waiting for nearly 2 weeks, the ring was ready for pick up. Only to find out it wasn’t engraved. And the size was incorrect. There was so much misinformation from dealing with different sales people. That I ultimately just took the ring as is. They don’t question whether or not you’d like the lifetime warranty. They just automatically add it. That’s an additional $400 on top of your purchase for them to still get the adjustments wrong. I’m disappointed and wish to have gone with a different store/jeweler. That’s my fault for rushing a purchase and not looking into what other reviews and customers said.

purple Iris

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The chain for the opal cat necklace is the cheapest necklace I have ever seen or bought. It was for my daughter's birthday which is today and it broke while she was putting it on. This was a gift I bought at the end of December. Contacted customer service via chat and they said there is nothing they can do. That I have to physically go to a Zales store to get it taken care of, which I can't do because I am homebound and do not have anyone to go to a Zales store for me. That is why I ordered it online. What a disappointment for my daughter and a waste of money on my part. Shame on you Zales for your lack of compassion and especially for a cheap piece of jewlery.