Zales Reviews 178

Necklace broke after only a few uses but was outside the return window. Their solution was to sell me a warranty plan because they said it would just break again. How about not selling cheap jewelry that breaks?

I do not understand the low reviews. I have the lifetime gaurantee engagement ring set and I have had excellent quality and customer service every time. My only complaint is that my local store does not have much of a selection for male jewelry.

The customer service at Zales is extremely disappointing. As someone who rarely complains and generally gives the benefit of the doubt, I was shocked by my experience. The main stone of my wedding ring fell out while I was cleaning it. Upon examination at the store, I was told it was missing several small diamonds and needed over 30 prongs fixed, which was fortunately covered by my plan. Although the gal couldn’t see any chips in the main diamond, she said it had to be sent to headquarters for further inspection.

Later, I was informed that my main diamond had a chip that wasn’t visible in the store and it would cost $1,000 to replace it. I simply wanted my original diamond put back, but they refused. When I received the ring back, I expected the prongs to be fixed under my plan, but they weren’t. They told me it was all or nothing – I had to buy a new diamond to replace the supposedly chipped one. I could visually see no missing small diamonds as initially claimed.

There was no apology, no empathy, and no alternative solutions offered. As I left, the associate said, “You have 30 days to change your mind and come back to get it done.” I’d rather purchase a whole new ring elsewhere.

I believe customer service is incredibly important in a business and Zales sadly does not have it. :(

The location in Galleria Woods Mall has the rudest management. I purchased something over 600.00 and got treated like I was a nobody on two different occasions by their rude management staff. This location needs training on customer service and deserves a negative star. Get your jewelry someplace other then their

I wish I could get this place to zero star first of all I would like to say don’t purchase NOTHING from this raggedy place. The jewelry is a poor quality and they charge you an expensive price and when you come to try to get help they don’t care so they rob people of their hard earn work money. Kristine Plymire Is the sales associate I have been talking with she does nothing but lie so if she’s you working with her, Good luck

While visiting the Zales in the Lufkin Texas Mall, I was ignored and treated poorly. Over the years, we have bought several pieces in this Zales, but I won't be back. There were 2 sales associates there, and neither would even acknowledge that I was standing there; and in fact, would look away when I tried to make eye contact. Customer service is not at all what it used to be. Whatever happened to, "hello m'am - be right with you!" Or - "it'll be just a minute, thank you for your patience." I was completely ignored, like if they didn't make eye contact, they wouldn't have to help me.

If I could leave 0 stars I would have. My grandsons pooled their money and asked me to order a “Mothers Necklace” with their names and birthstones in it for their Mom for Mothers Day. Customer service regarding delivery was awful and even lied and said they “tried” to deliver it but no one was there and yet UPS said it did not have the necklace and had NOT tried to deliver it. Then, after it arrived, she wore it twice and the chain broke. I contacted customer service and asked them to send a replacement chain but they said I would have to return the whole necklace for replacement or $$ back. Does this make sense to anyone? It has MY grandsons names on it and their birthstones.Why would they rather make it again and send back to me instead of just sending a new (hopefully better quality) chain. I do not recommend Zales or Kays (owned by same people) to anyone!

I am writing this review based on the transaction so far. I have not received the product as of yet, i will give another review when it comes in. They Double charged me to make sure the funds were available. Being on a paycheck to paycheck basis, its a little inconvenient. So instead of having money for groceries i have to wait a couple of days to get $400 put back on my card. More than likely will not buy from here again.

We bought a necklace and earrings set over a year ago. The necklace continued to break and we brought the whole set into repairs 3 times. The third time they deemed it unrepairable. Since then they have lost the whole set. It's been 9 months of back and forth. They finally agreed to replace it but we need to now pay more for it. THEY LOST IT AND ARE EXPECTING US TO PAY MORE MONEY FOR REPLACEMENT. The earrings were fine and we could just replace the chain the pendant was on. But again, they cannot return it because THEY lost it. And it will take months before they can get another set sent to a store. This is a bad company to buy anything from. Their parent company, Signet Jewlery is who we are dealing with.Their brands are also Kay Jewelers, Zales, Jared, Banter by Piercing Pagoda, Diamonds Direct, Blue Nile, JamesAllen.com, Rocksbox, Peoples Jewellers, H.Samuel and Ernest Jones.
Buyer beware

I was told by your associates on March 19th 2024 at 11:47am that they couldn't find my contract using the receipt I gave them.the woman told me the way zales keep up with contact now makes it hard to find.well today I came back with the same receipt, gave it to another associate Aniyah and she found my contact and I had paid for the life time warranty so now I could get my rings sent out to be size,15 days later.i think that was poor customer service. If you don't like the work go some where else to work.i been coming there for years I was so surprised at that kind if service because I never had this happen here at this store ever.i was going to stop shopping there until I met Aniyah.she changed my mind with how she didn't stop until she got the job done. Thank you again Aniyha

Purchased an item from the Marilyn Monroe collection. The item page shows the piece of jewelry in a special Marilyn Monroe collection box with a certificate of authenticity. Well, item was delivered today, but did not come in the special collection box nor did it have the certificate of authenticity. I reached out to customer service and kept getting told the same thing, “the bracelet doesn’t come with that box or the certificate and we don’t supply those items”. And even when I called them out by letting them know the same item is being sold used by someone on Poshmark and they have both the box and the certificate, and even sent a screenshot of that listing showing that those items were present, I was still told the same thing, “the item doesn’t come with the box or the certificate”. When a company charges a premium for exclusive items and pictures these items in the product listing page with a special collection box and a certificate of authenticity, and then lies about them not being included, it sours customers from wanting to shop with them anymore. This world is getting more and more expensive and when someone can finally afford something like this, they expect to get what they paid for. I will be taking my business elsewhere moving forward.

My wedding ring is purchased at Zale's In Temple Texas. We purchased the lifetime protection plan. A couple weeks ago I went in to get a necklace repaired( purchased at zale's, Also have had to have numerous repairs on everything from breaking to the clasp not latching.) The sales lady offered to clean my jewelry while I waited. She found two loose stones and a chip diamond in my wedding ring. She said it was covered under the protection plan. And did I want to get repairs. I told her I did want to get the stones tightened but that I did not want to get the diamond replaced, It was my wedding ring and I did not want to change anything on it. She said no problem.
Got it ready to send off, Ask the man who worked there what she needed to put in the notes to have only the loose diamonds tightend and not replace the chipped one. The guy told me that was not an option. That I would have to buy a new diamond, I told him I had the protection plan. He said that because I had missed and inspection on the diamond that it was void. I again told him I did not want that diamond replaced, I didn't want anything changed in my wedding ring. He told me they were an all or nothing repair service. And then if I did not buy a new diamond , they would not do any other work. And not only do I have to buy a new diamond for the ring that is supposedly under a lifetime protection plan. THEY ARE GOING TO KEEP THE CHIPPED DIAMOND, THAT I PAID FOR. I told them that was an unacceptable , and left. He was extremely rude and not the first time he had been rude. I had never heard of a diamond chipping or breaking , The only thing I could find that it either already had a flaw, Or that it was a sub par stone. I contacted customer service and they also said.
Because I missed an inspection I would have to purchase a new diamond for the ring, They would be keeping the chipped diamond. And if I did not do so , they would not repair any other part of the ring. And the fact that I had purchased a protection plan and already paid for the diamond that was in it did not matter. This was not the first problem i've had with getting jewelry repaired at Zales. We had stopped purchasing jewelry from zales because a few years ago I sent a bracelet offer repair and they lost it. It took me six or eight months to finally get that resolved, And they did everything except for handle the problem, they drug their feet, passed the blame around, didn't return phone calls. It was also not the first time that the man in the Temple store had been rude. I purchased a bracelet elsewhere and took it to Zales to have it engraved. As usual the ladies in the store were very nice and helpful, The sales lady was getting it ready to send off, The same man took one look at it said we don't engrave that type of bracelet and you won't find anybody that will.( I had already talked to the Zale's 800 number. And they had told me that they did do it. Just take it in to my store.) I take it the next day to another jewelry store in town. They engraved it and I had it back in five days. They did a beautiful job. No problems.

So to recap. We buy wedding ring from Zales along with paying for the Lifetime protection plan. Need repairs on two loose stones and a chipped diamond. They tell me I will have to buy a new diamond, They are going to keep the diamond that have already paid for. Or they will not repair any part of the ring. Everything I could find on why a diamond would chip is that it is either sub par or already had a flaw. Which is probably why they want to keep the chipped one.SO BUYER BEWARE, YOU MAY NOT BE GETTING THE QUALITY STONE YOU ARE EXPECTING. AND THE LIFETIME PROTECTION PLAN DOES NOT COVER WHAT YOUR TOLD IT WILL COVER. IF YOU HAVE TO REPLACE A STONE OUT OF POCKET THEY WILL NOT GIVE YOU THE STONE THAT YOU PAID FOR BACK. AND LAST BUT NOT LEAST CUSTOMER SERVICE IS FINE UNTIL THERE IS PROBLEM.

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

Tip for consumers:
CHIPPED DIAMOND IN RING. THIS IS MY WEDDING RING. I DO NOT WANT TO CHANGE ANYTHING IN IT. I WANT IT THE WAY HE GAVE IT TO ME. THEY REFUSE TO TIGHTEN LOOSE STONES UNLESS I BUY NEW DIAMOND (AND THEY KEEP THE CHIPPED DIAMOND THAT CAME IN RING. THAT I PURCHASED)

Products used:
Diamond wedding band with lifetime warranty. BUT TURNS OUT PLAN DOES NOT COVER!

Initially when purchasing ring I was promised a certain promotion and didn’t get it. Upon paying my final bill they sent me a late fee bill the following month that they wouldn’t cancel.

While visiting Zales in Oak Court Mall Ms.Joyce was very knowledgeable about
the jewelry I was interested in. although I couldn't make up my mind as to which ring I wanted she was very patient and professional I would recommend shopping with her when visiting Zales Oak court

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 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.

I wanted to order online. I was offered to apply for a credit card and I thought it was fine because I had an account prior and I closed because I wasn’t using it.
Apparently they felt my approval need further review so I was told I would be contacted. I was contacted and told I could proceed but was not provided an account #. So I contacted Zales, 1st thru chat which was not helpful, so I called customer service who said I had to wait for the card. Since I didn’t actually need their card for my purchase, I went ahead and ordered. When I did get my order, the certificate of authenticity was missing. Again, I tried the chat who again was not helpful. Called customer service and I was told I could go to the store for it… now, if I wanted to drive across town for the closest Zales, I could have picked up the order to begin with. So I advised the representative of the same and as she was working with me, the call was disconnected. Waited and when no one called me back, I again had to call back. Now I’m told they have to make a ticket… I never thought dealing with a company like Zales would have such horrible service.
At this point, the card is useless so it will not be used and after this I see no reason to use or refer anyone to Zales… utterly ridiculous service… If no stars was an option, I would have selected that…

-5, they are so rude and made me a horrible repair on my pearls they ruined and they prefer the money, not the client, Pearls were a beautiful
memories before zales came!! I hate them, and the manager either, Nobody shop there!!!

Representatives have only a limited amount of time to assist you over chat before they have to move on to the next customer! Had to speak with 3 different reps to ask all of my questions. So cheesy and unprofessional, especially when your trying to purchase a diamond anniversary band! Thats lower than low. I should have moved on. Then the latest "arrive by" date it shows for the item in is 3 weeks out. Im thinking this is a conservative date but there's no way it will take this long. Wow, I was such a fool. After my purchase, its taking forever for the item to ship. Its been in the "processing order" phase for over a week! I should've had the item by now for the amount of money I paid. Other hint they are bad is they're still using "COVID Delays" alert on their order status page! Really!!! Its December 2023! STOP USING COVID AS A CRUTCH!!! Will not purchase from this company again!!!

Zales in Central Mall in Lawton, OK was amazing when Anna was the manager. Since she left, most experiences in the store were below average. I only went to get jewelry checked or repaired. Today was my 2nd experience with the new manager, Victoria, and it was simply wonderful. I went back to let her know what a huge difference she made just by talking to her during the brief encounters we had. She was professional, kind, caring, knowledgeable and simply a delight. I will take my business back to this store instead of going elsewhere. I hope you appreciate this great employee and woman. Thank you.