Zales Reviews

Great Ring, Terrible Service!

Went in with my girlfriend on a Tuesday to look at an engagement ring Zales had shipped in from their Seattle location for us to see and her to try on. We went in and the service was great, she tried the ring on, and all was well. After shopping around at a few different stores we decided that was the ring, so I set up an appointment with Zales for Saturday so I could pay for the ring and my mom could come look at it.

Come Saturday, my mom and I go in, and Zales has lost the ring! Just completely gone! They spend about 20 minutes looking for it (again, my mom had driven about 45 minutes to come look at it), and still couldn't find it. Finally, the lady pulled out a very similar ring for my mom to look at and told me they would ship a new ring in for me. Slightly frustrated, but not too worried about it, I paid for the ring, told them it needed resized to a 6.25 (the saleswoman wrote it down), and left for the day.

The next day, I remembered my girlfriend and I had talked about doing an engraving on the ring so I called Zales, they pulled up my information, and I told them I wanted an engraving on the ring. The woman on the phone was very helpful and had me text her exactly what I wanted engraved and exactly what I wanted it to look like. I did so, and was told the new ring would be in on Wednesday and then they would send it off for resizing and engraving and I would be able to pick it up 2'ish weeks later on the 16th.

About a week later, I get a call from Zales saying my ring is ready to be picked up, so assuming the process was just quicker than expected, I head in to pick up the ring. When I get there they pull out the ring and hand it to me. The lady tells me it's a better diamond than the first ring, but then I check and there's no engraving on it! I ask if it had been resized, and the woman checks it... nope! It's still a 7. I told her I had asked for it to be resized and engraved, and she responded that none of that had been relayed to her. Much more frustrated now, I fill out the engraving form in person and I watch her package the ring up to be sent for resizing and engraving. She puts a rush on the order, but it's still going to be back 2 days later than they originally told me it would be (now it will be ready on the 18th).

Fast forward a few days and I call Zale's customer service to see if I can get a discount or something for my troubles. The customer service lady on the phone (Erika) is super snotty and treats me like I'm in the wrong through the whole conversation. I explain my problem and she calls the store to see what's going on and what they can do. After a few minutes on hold Erika comes back on the line and tells me, "well first off it sounds like they gave you a better diamond" which is true, but I didn't ask for a better diamond, I just wanted my ring engraved and resized by the date they said it would be done! The first diamond was perfectly fine! Then Erika says "it's also store policy to call customers when their product comes into the store, and they just hadn't gotten the chance to send it out for resizing and engraving yet when you came in." Which is 100% false. They called me and said it was ready to be picked up! And when I asked about engraving and resizing, they said nobody had told them it needed resized and engraved! I tell Erika this and she once again talks to me like I'm making all of this up! Finally, she gives me a $50 gift card for my troubles, which I guess I'll just gift as I have no intentions of shopping at Zales anytime soon!

One star is as low as I can go.
I bought earrings online and they broke in less than 3 months. Earring prong broke off and a stone fell out of the other earring. I called multiple times, even going to the local store for help.
Zales.com would not give me my money back, because apparently they can only guarantee their products for 30 days!
All I could get was store credit to purchase more of their garbage! Turns out, it is an online credit that I can't use in a store!
Now I have an online credit and no jewelry to buy. Waste of $63. Not happy.

I would like to recognize Bria for her amazing customer service she provided me today! Bria is from the Sandford Fl location and she was extremely helpful and was able to resolve my issue. I have been trying to find the guarantee of a necklace I bought that I needed to fix and she went above and beyond to help me. Now days you cant really find excellent customer service and she has shown that this still exist. Thank you Bria.

Order Number: 10000720964178
Purchased an engagement ring with the "Same Day Delivery by Roadie" option.
The ring did not arrive. No phone call or anything else.
Took half the next day to talk to one of the customer service reps who then tell me the order was cancelled.
And I am still waiting for a refund of the 29.95 for shipping. I have been waiting for a month now...
Not recommended.

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.

Service was great at store but all I want to do is activate my card and set up my online payment. Everyone I have talked to are idiots. Something so simple but can not get it done on the phone or online. Dropped calls and call back later bull... Save your self some stress and go somewhere else.

I am wearing a diamond bracelet for almost a month. Once latched the bracelet will not unlatch. My husband gave it to me on our 6/11/22 wedding day. He had a problem opening the latch before he gifted it and took it to the store where they told him it is supposed to be that way. Well it has been on for over a month. We are told it will take another week for customer service to help.
Each person we talk to has a different story. We keep getting put off. And I wear my diamond bracelet gardening and painting. ( with tape over it).
I'm going to reach out one more time then take it to a jewelers that will help us.
Do Not Trust Zales!

Long story short, didn't know I was on a promotional deal with their credit card. I bought a 10-13 thousand dollar ring, had the bill down to $800 one month and the next month it was up to $2100 with incurring interest. Offered to pay off the full $800, they declined and said there was nothing they could do. Rings are already a scam, don't waste your time with this company who will try to milk everything out of you they can. Wasted hours calling around to get help, told me my final option was to send a TEXT to dispute charges online, final verdict, I'm paying off the $2100 and never using them again. From a 2-3 year long customer.

This is a shady company that does bad busy. Do not buy jewelry from Zales. Find another store. This company will be out of business soon.

I purchased a total of 4 pendants. I received 2 small ups boxes, excited I opened the first box, I pulled the first jewelry box and it was empty 😩 i opened the second box and it was also empty, at this point I’m shocked but still hopeful jewelry was inside ups box, took out the packing list carefully thinking it might be there, nope nothing, I looked good inside ups box, nothing. I checked, make sure I didn’t drop it just in case, nothing, I thought that’s weird maybe the jewelry is in the other ups box, I opened the second box and only one box with one pendant. Nothing else. I took a picture of what I received, and immediately contacted customer service. The rep said it’ll take about 30 days to investigate. I finally received an email stating they see in the video the items being packed and shipped therefore they can’t help me. I called the phone number they provided for further assistance, the rep I spoke with was breathing hard as if I was annoying her. I explained my situation, She tells me this case is closed, I asked to see the video because I received 2 empty boxes, so I need to know where did my jewelry got lost. I was a faithful customer to Zales but after this incident they let me down and will NEVER purchase from them again. They truly don’t care about their customer, I’m super super disappointed in Zales. 😌