Zales Reviews 178

Ordered a mothers ring on nov 29 for my daughter in-law for Christmas. they gave Dec 23 for delivery.. it still shows it hasent shipped. Customer services says 7-10 days before anyone will contact me. This is the poorest of customer service. Who knows what their excuse is going to be. Wont be buying from Zales ever again.

Ordered a ring for my wife on the 13th of December it's the 27th and it's not arrived so now my wife has to wait for her Christmas gift. Awful experience.

If I could go lower than one star, I would.

Item was never delivered and Zales costumer service doesn't even take the time of day to listen to concerns.

We are out our money and never had our item delivered.

Terrible service and would NOT recommend.

I ordered a pendant for my daughter engraved with the names of her three children. Upon inspecting the item, I realize the engraved names were not visible without a magnifying glass. I will never spend another dime on this company unless they reach out to correct this deceptive practice!

I ordered a Movado watch from Zales for my husband for Christmas. UPS lost the package, and has listed the package as lost on the tracking as well as informed me by phone that it is lost. Zales has opened an investigation , and will reply only by email within 10-14 business days. There are 13 business days until Christmas, so it is very unlikely that I will get a refund or replacement in time. This is an expensive gift that I will not be able to replace without a refund. So I am out the money and have no gift for my husband for Christmas. Literally the worst experience I have ever had with a company.

Pretty terrible customer service, only giving 1 star because I can't do zero.

Ordered a bracelet online for Xmas. Received the item two days ago and it was not my item. Package was addressed to me but item and packing slip were for a different person in a different state.

Called Zales and they told me that their ecommerce team has to handle it and it can take 10-14 days to get a response, they only respond via email.

Tried to request cancellation/refund and told nothing they can do until ecommerce looks at it and responds. Left me hanging with no out for possibly 10+ days. Really terrible support, most companies would have apologized and sent a replacement, it wasn't a terribly expensive item but now 2 people got the wrong item and are stuck.

I've been a long time customer of zales,but as of August I ordered some rose gold earrings that turned colors by October,that's only 2months.But it gets worse, I took them back to the store only to b told to replace it the cost will be mine like it was my fault that zales sold me something that changed colors. There's more,after calling customer service, they explained that it's not guaranteed that my earrings would stay the same color by human error, if I was explained that they earrings may not stay the same color b4 purchase, I would not have purchased them,what a bad way to treat a long time customer

Truly excellent customer service- had an issue with the Shipper (UPS) losing my order and Zales took ownership of the problem and handled it promptly. Customer service agents were helpful, friendly and effective. 10/10 highly recommend.

UPDATE: After posting Zales reviews and refusing to pay for a $261.00 repair on a 5 month old product, I finally received some hope and positive feedback from the local Zales Corpus Christi Assistant Manager, Nicole. She is waiting for my ring to come back from corporate and has offered to have it repaired locally. So if you’re at Zales in Corpus Christi and need help on a newly purchased repair item, please speak with her and see if you have any other local options. Also worth noting, Zales warranties only cover diamonds and no other gem stones.

Zero Star review. Bought a new Mother’s Day ring to replace another Zales ring and both rings lost stones due to poor setting. This new ring was only 5 months old and they want 261.00 to fix lost stone even though all prongs are intact. Shop elsewhere or be warned you are wasting a lot of money. Poorest quality and customer service that I have dealt with from a jewelry company.

My experience @ sales was straight do to the help of Zach. My wife loves the ring. So we all are happy thank you sir! And I will recommend everyone Zach Doxie

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.

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.

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. 😌

Horrible experience! I signed up for a Zales account so that I can improve my credit NOT HURT IT! I signed up to have auto payments. My first payment did not come out I thought I would get a statement but I didn't until March the 27th. When I saw this I called that day & made 2 payments & the lady said I was on a recorded line. If I made my payments it would be fine so I did. But nothing came through. I have over draft protection and do not use it but know it's there. Plus if anything ever happens it would come out of my savings acct. Nothing ever showed up. Then my bank told me that there were so many complaints about them that they had to put a hold on the account which made my payments again 4 days late when I got my next statment on April the 7th I saw 3 payments now needed I called & made 3 payments. He said on a recorded line everything should be fine if I made my payment and which I did. Then I checked my credit report and now you reported me 30 days late. I clearly trying very hard to make my payments. I work in credit & this will hurt my employment they look at credit reports. I can prove everything! Then I once again signed up with their auto payments and they drafted my account 3 more months after I mannually put in the 4th month on the 25th of April. That's what happened on the 27th of April they drafted out 3 payments again, they did finnally responded and said they could not help me. please help yourself and run far away from this bank COMENITY BANK. thank you

Overpriced low quality jewerly. I purchased some gold chains from Zales and the chains keep breaking. Very low quality. I found other places online that have better quality at a lower price.

Overpriced diamond jewerly. I purchased a pair of earrings from them online and the diamonds were so cloudy. Definately not worth the price. At least they accepted the return.

Purchased some diamond earrings. Fell in love immediately!!

I bought an ring at Zales on December 26 , on January 6 it says it was delivered I never received my ring, when I contact Zales they said to give them 14 business days they will get back to me . 14 days has pass they never get back with me every time I call they are saying give it couple more days you will get your refund back until a month has pass by I call Zales again then they said they can not give me my refund or back . They said I have to contact ups , they didn’t help me at all I had to contact my bank to get my refund back , I think Zales never send the ring because there was no trace signature confirmation or anything, I never shop there again an I don’t anyone should too.