Zales Reviews 177

Received white gold diamond earrings 11 months ago as a gift, and a few days ago both earrings broke. On one of them the post broke off and on the other one, one of the diamonds fell out. Husband bought them from Zales online and the online customer service set us up with an appointment in person. In person "customer service" failed to acknowledge our appointment and then very flippantly said oh you didn't purchase insurance? You'll have to pay to have them fixed. We asked, to be clear, someone can spend HUNDREDS of dollars on white gold and diamond jewelry that breaks in less than a year and there's nothing you can do for us? She was smug and told us not if we didn't purchase insurance. I wore these maybe 15 times in the year and Zales doesn't GAF about their customers. They sell garbage jewelry and have garbage customer service to match.

On 12/07/25, I ordered a Vera Wang wedding band that my fiancé loved. This was an online order, which I wasn't really a fan of, and my fears were born out.

I received the order confirmation when I made my order, with no communications from them on until 12/18/25, when I received that they had cancelled my order due to an 'Inventory' issue.

Attempts to reach a human Zales support were meant by bots, no humans. I've given up dealing with them on this issue, or any future purchases.

There is no WAY anyone should take a chance on such big-ticket purchases with a company that doesn't have a reliable inventory control system and no recourse.

To their credit, my credit card wasn't charged, but.....;No Mas!

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.

We were very lucky to meet Sonia, a salesperson at the Valley Stream store. She met with my fiancée and helped her pick out a beautiful ring. When we went back together I ended up choosing the same ring. Not sure how they pulled that trick off but hey, we are both very happy with our purchase. Sonia was low pressure but highly knowledgeable, and also very patient. She answered all our questions and gave us some useful information about our purchases. We will definitely seek her out for future purchases and questions.

I recently went to my Mcdonough Georgia Zales to have my ring expected and cleaned. The staff was great as always. When I first went in the store I immediately saw the new renovations and felt extremely uncomfortable!!! The new design is really horrible!!! The feel of the store is cold and not consumer friendly. You really can't see the jewelry for sale. Not even half of the inventory. I will always have my ring inspected , but will probably never purchase from Zales again. This makes me sad, and mad 😠

Ordered this necklace as a gift for someone else but it came with my name on the necklace. Also the chain looks good but the name plate but the looks a prize from the bubble gum machine. I purchased this necklace five years ago for some else and it looked way better than this. The Zales box is plain and black the last time I was given a grey velvet jewelry case for the necklace.Not a cardboard box in a plain velvet bag. This is poor presentation to gift someone with.

In addition, when I’ve made the purchase on October 31st a debit from my card in the amount of $245.03 was made several days later the funds was returned to my account. Then on November 23 of 2025. I received an email confirmation that my item had shipped a nd then my card was recharged. This has has caused an inconvenience and an overdraft in my account. I was under the impression that the merchandise was already paid for after making the initial order. I called the customer service rep and she confirmed that the item was already paid for and then I should not be recharged when in fact I was charged because the hold was removed so this is the first inconvenience that I experience After receiving the necklace. I am very dissatisfied with the quality of the merchandise. I expected the nameplate to look a little blingyer the name chain looks. The actual chain of the necklace looks fine, but the nameplate looks very much like costume play jewelry.

Lastly, I made a call to Customer Service today for sales on Thursday, November 25 and this call was placed on 11:35 AM Eastern standard time. The customer service representative was very rude. She continue to let me know that the thank you note in the line where I was supposed to supply the name was different, which is I already knew. I have worked in customer service previously in my past for almost 20 years. I would never put blame on a customer without providing a resolution of how we can satisfy the customer or fix the problem this customer service representative did not offer me solutions she continued to ask questions. She placed me on an extremely long hold (15 minutes) asking me if she could research if it was my error with the warehouse error to my knowledge I put my sister‘s name in line one on the order form. I would not order a necklace for myself as a gift to my sister it’s very common that this could’ve been a computer error maybe not a warehouse error or human error .But certainly a computer error in the order form. The front end of the website contact forms are outdated on the zales website. I would like a refund and I am just very disappointed at the downfall of service in this company. I was unable to leave a review on product . I was unable to send an email to zales customer complaints. The forms on the contact interface of the on the front end of the sales forms. Contact forms are not able to be submitted. That’s why I am writing this letter so this is my fourth inconvenience and dealing with this company at this point I would just like a full refund and I do not think I will not be doing business with this company in the future.

I bought an item with a promotional plan 6 months ago. The promotional period expired, and rather than warn me and give me a chance to pay it off, I was hit with fees and a much higher interest rate. I view that as not very customer centered. I would have paid it off had I known.
I will NEVER deal with Zales again.

I purchased a chain for my son on 06/11/25 from Zales for over $700 and it tarnished and totally changed color within a month. Zales refuses to refund or do anything about it. I specifically purchased this item from Zales thinking that they would have better quality products, but I was sadly mistaken. Their jewelry is extremely cheaply made and they turn around and sell it for a ridiculous amount of money. Then they won't do anything to help their customers. This a horrible way to treat customers. CONSUMERS PLEASE BE AWARE...DO NOT PURCHASE JEWELRY FROM ZALES!

Had great customer service at Zales in Mall of Louisiana in Baton Rouge La. Her name was Ruby. Very pleasant and helpful lady.

I Visited The North Dartmouth location on Wednesday 9/24/2025... I stood looking at the watch section after walking through the store 3 different times while the 4 associates and the manager were... The manager and the 4 associates looked at me directly and NEVER acknowledged me... I was there for more than for more than 15 minutes... I knew how long I was there by looking at the MOVADO watch that I had the intention to buy... There were NO other customers in the store the whole time I wasted there... Frustrated by this experience, I walked down to the competitor's store and was treated with total RESPECT and purchased the exact watch that was in Zale's showcase for the exact SAME price... After the wonderful experience at the other store I walked back to the Zale's location where I was AGAIN NOT acknowledged...I walked over to where the manager was sitting and where the other associates and had to say "Excuse Me" the manager Finally said "Can I help you". I Showed him the Movado watch that I purchased elsewhere... Then I said: "I just bought this watch at Kay Jewelers, for $850 instead of in this place because, I was standing there for OVER 15 minutes after walking through this place and was completely ignored buy You AND your 4 associates... You all have a good night... You can IGNORE that Too" with no response by this "So Called" manager... I walked by the same store today 2 days later and stopped in front of the watch showcase for another few minutes and was AGAIN ignored by the 3 associates, that were again standing around, with NO other customers... I will NEVER walk in that store again... I can't believe that these "PEOPLE" can Ignore a potential customer or even another "HUMAN BEING" If that's the way That Zale's does business, I am DISGSTED by this company.

Totally Fake Mother F. Scammer website

I have made 2 separate online purchases only to be told they were canceled because of no inventory. The purchases were 4 weeks apart. Do not waste your time. They will send you emails/texts about clearance/sale items that they do not have. All you get is a “yea sorry about that”. No options just deal with it. Spend your money elsewhere.

I went with my sister to purchase wedding rings for her son and his wife. They were nickel plated. The rings turned colors in less than 3 weeks and the stones fell out. The purchase price was almost 4k.

I’ve had an amazing experience with azalea. My husband and I both recently got married and got our wedding rings through sales. Perfect quality and customer service was very helpful. Much recommended.

If I could rate a ZERO I WOULD. Terrible Customer Service Experience at Zales

I’m extremely disappointed with the service my husband and I received today at Zales. Last year, before I underwent brain surgery, my husband’s wedding ring—which we purchased from Zales—broke within the first year. While I was in the hospital, my husband went to the store and spoke with an associate, who documented the issue and gave him a receipt for the replacement process.

Today, we returned to the store to complete the transaction. Upon entering, no one acknowledged us—not even a simple “hello” or “we’ll be right with you.” We waited patiently for 15–20 minutes, which was understandable since they were helping other customers. However, the overall attitude in the store was cold and unwelcoming.

When one of the sales associates, Vinny, became available, he didn’t greet us or ask who was next. He just walked over with an unpleasant demeanor. I first asked about my ring, which we discussed briefly, then we moved on to my husband’s ring. We found a replacement, but when he started the transaction, something didn’t seem right. We were suddenly being charged over $200, despite having a warranty on the original ring.

When I asked for clarification—simply wanting him to break down the charges—Vinny became defensive and began raising his voice at me. My husband had to step in and ask him not to yell at me, but instead of de-escalating, Vinny became even more disrespectful. It was shocking and completely unacceptable behavior from someone in customer service.

This isn’t just about one rude employee. The entire atmosphere of the store was unpleasant. No warmth, no professionalism, and no sense that customers are valued. Vinny’s attitude was especially appalling—disrespectful, condescending, and aggressive. After everything, he just said “we’re done,” and walked off.

Zales needs to seriously reevaluate the staff at this location. Customer service should never make people feel disrespected or like they’re an inconvenience. What was supposed to be a simple transaction turned into a stressful and disheartening experience. Something needs to change.

Purchased the lifetime warranty warranty for beautiful earrings that were flimsy at best. They broke and were taken to the Astoria store. No way they could properly fix them as they are hollow. Store manager opted to send them out for repair. They came back very poorly repaired, warped in shape and on the verge of breaking again. Manager said I could return the earrings and choose something in the store. Found 2 rings totalling slightly less them the earrings price. Nope. Has to be equal to or more. Nothing else in the store that I wanted. Brick and mortar stores have limited merchandise. I wanted a gift card to use online at my convenience. Store manager was extremely uncooperative. Reached out to Corporate on February 20, 2025. They opened a case. They spoke with store manager. Still uncooperative. Case was escalated. 2 weeks, 7 calls and multiple promises of someone getting back to me later, still no resolution. Today I was told escalations is backed up and there are many cases ahead of mine. First time I've heard that !!! Every agent I've spoken with has been nice, but nothing is getting done. How many additional calls will I need to make to get a resolution, as not one person has reached out to me? I'm doing ALL the reaching out !!! Howmuch more of my time will I need to spend and how many more weeks will it take to get the resolution I deserve for an unacceptable shoddy repair of Zales merchandise?

As a customer, I don't feel I've been properly treated, and I am most certainly not being unreasonable. Why is receiving a gift card such a big deal? I'm not asking for cash back. Zales is a huge corporation. What is the issue here? Never ever again !!! This customer is out !!! DONE !!! Perhaps time for a conversation with my attorney, when such a simple resolution could be provided.

I purchased a 3 carat white diamond tennis necklace and it was not worth what they charge. I bought it to a jeweler and he looked at it and he told me it’s not worth 10 times what I had paid for it basically I got ripped off. I will never buy jewelry from any mall jeweler..

The woman in the store was very unhelpful and rude to us. We needed help with sizing and ordering in order for the ring to be on time. She seemed like she was trying to discourage us from getting what we wanted. Very rude. O stars for her but two for the ring.. it’s very nice.

Husband purchased a diamond necklace. When he gave it to me it was too short. We took it back to exchange chain for longer one. Was told we would have to buy a new one. No credit on the one we were returning. This has never happened to us before. Salesman very rude. We ended up returning the $2000. Necklace
They lost us as a customer. We were looking for pearls for our granddaughter as well. So lost that business too. So disappointed. Have always had great experiences. Salesman told us I should have been with him to try the first one on.

Ordered online, box was delivered damaged and empty. ZALES response, we'll get back to you in 10-14 days. The worst ECommerce ever.
Don't expect any support if something goes wrong. Didn't get my order and didn't get a refund. Do not order online from them. If you do pray nothing goes wrong because they won't help.