Zales Reviews 178

Poor, unprofessional dishonest customer service. Paid my account balancr in full and Zales charged a return payment fee and interest added to a paid in full zero balance. NEVER do any business with this company ever again. Disappointed

Mother's ring we bought my mother in law for Christmas fell apart within a week. Clerk at the store told me that I needed to open the case and tell them to note in the file that when I reorder I want it at the price I paid, not the current rate. I did that, but turns out neither Hope at the call center, nor the clerks at the Wyomissing location put the note in the file. When I contacted them to reorder, they wanted to charge me full price for the ring. The ring fell apart in 1 week, why would I want to pay more for a second one!!

Fargo, ND Branch
We did upgrade for my husband’s ring during Thanksgiving Sale. The ring he likes was not on sale in their store but we bought it anyway and traded in his old ring because he really likes it. So they took his old ring and will send the new ring for size adjustment. But the next day we were checking online and the exact ring is on sale for 50% off and also available in his size. We called their store to cancel the trade in and we want our old ring back and will purchase the ring at 50% off. We were told they need their manager to cancel it and we were advised just to purchase the ring online. So we did. SA also advised us to call again the next day when the manager is available. Now It’s been 6 days since we started calling to get our transaction canceled but nothing has been done. To add to our frustration they put 2 charges for that 1 transaction that are now sitting in my credit card. How ridiculous that a manager cannot cancel a transaction and needs another manager to do it. And every time we call they will just took my number and promise to call back but never did. So now I have 2 charges in my credit for a ring that we didn’t have and they also have our old ring. What a big BS!!!!

Update:
12/4 Manager Isaac called and said will talk to the corporate.

Update:
12/21 Isaac the manager has accomplished NOTHING since the day he reached out. Just promising he will follow up but nothing! It’s been more than 3 weeks but still the charges are on and now reflected on the statement!!!! Please just take your business elsewhere because seriously customer service with Zales Fargo is very poor!

Great jewellery, fantastic staff who genuinely cares about what you're looking for and, more importantly, why you're shopping for it.

Good service, good stuff esp in Utah, Salt lake!

Abby and Bridget from the Zales outlet in Watuaga, TX were so helpful. Great customer service. They tried their best to help me find a ring I loved and showed that they cared. They helped again when I came back to get my boyfriend a ring and they remembered us! That's how much they care about their customers. I will definitelt recommend this Zales outlet and these 2 employeese to others and i will be coming back. Love the ring as well, great quality!

Please do not choose Zales as the jewelry store if you are in need!
You better off going to Kohls being that the quality is the same. Zales is just an all around scam that takes advantage of people with bad credit. They will approve you for what seems like a high amount, but really that is because their jewelry is of low quality and marked up sky high. I purchased a Boliva Watch for $600+ with tax, then for the same one for $175 at a department store. Plus they hit you with a 24% APR on top of the over priced garbage jewelry so you will only damage your credit more when you realize the principle amount of the loan never decreases and goes solely to the interest. You will be in collections before 6 months. Go to a REAL JEWELRY STORE! AND "KAY" ISNT IT EITHER, THEY ARE THE SAME!

Ordered a maleficent necklace, paid for said necklace, "estimated pickup" date was 10 days ago... no updates or information or ideas of how to get my paid for product... I just get told to wait 5 days and call back... the birthday for which this is an intended present is now just a few days off...this is crazy..

I purchased jewelry with Fran the store manager here in Joliet, Il at the Louis Joliet Mall and I'm extremely happy with my purchase Fran taste in jewelry is unmatched Zales will be my jewelry store for all my Jewelry needs going forward "THANKS" so much Fran for all your help!!! Kelvin A.

I bought a ring for my wife and it was on a promo no interest for 18 months if paid off by Aug 26,2021 so we have been paying double payments to get it paid off before that date to avoid the interest. I had the account paid down to 225 dollars and got covid and with all that going on i missed setting that payment up because i was in the hospital by 10 days even though i made a payment of 225 on Aug 13 and only owed 225 to pay it off they refused to waive the interest so now they are charging me 1250.00 dollars in interest and refuse to waive it!! i WILL NEVER BUY ANYTHING FROM ZALES AGAIN AND I AM CLOSING OUT MY ACCOUNT AND SO IS MY WIFE! WE WILL BE GOING TO KAY JEWELERS FROM NOW ON FOR ANY JEWELRY IN THE FUTURE. THAT IS SO HEARTLESS AND

In 2019 I bought some relatively expensive white gold diamond earrings for my wife. The sales person included the lifetime insurance without mentioning it, but I spotted it and asked “how does this work, I don’t live in the US”. She said, don’t worry, it’s fine, just go to a store or equivalent in the U.K. Fast forward to 2021 and I need to get a replacement butterfly back. So I contacted support by chat who were responsive but ultimately didn’t solve the issue. The only solution was for me to visit the US (yeah right!) or have family or friend go into a store in the USA (with what?! The earrings are in the U.K.!!). So basically the diamond lifetime guarantee is also worthless as you need it inspected every 6 months in a Zales store. Convenient and I bet if you miss it by a week you’re out of luck. My last suggestion was to send me a butterfly in the post - it must way less than 1g, and could go in a letter. But “no”, we cannot “ship” internationally. Finally I asked if they could tell me the hole diameter so I could try and buy one locally, but “no”, they have no information on that (even though I gave the SKU). So if you live outside the US you’ll find warm words but no solutions - so I cannot recommend purchasing from Zales. Don’t get drawn in at the holiday malls….

I went into a zales store in the mall and the staff were very rude and just wanted to make a quick sale. They couldn't answer my questions about the quality of the diamonds they used and if they were natural or Lab Grown.

Great jewelry, wonderful staff that cares about what you are really looking for and most importantly, why.

Was Mother's Day shopping and came across this promo on their site - $50 off any purchase of $300 or more. OK, I was looking at something over this amount, so gave up my email and got my code, as well as the obligatory swath of promo emails.

Of course, the coupon indicates all the items NOT eligible, so carefully scan the list and see my item is not listed and proceed. Add to cart, enter my code and... red error text of denial. Item not eligible for the discount. I rescan the coupon, see nothing on there for this item and proceed to chat.

The rep advised it is not eligible for the $50 Off coupon, though struggled to confirm why. First it was because it was a designer item, then it was part of the Disney collection (it was not), then transferred me to another customer care rep. The other rep basically said that the item itself indicates not eligible for discount, and therefore is an unpublished ADDITION to the list of excluded items on the coupon. So, dear consumers, beware this facial coupon as they will randomly add exclusions as they deem appropriate and deny you this $50 coupon.

I did advise the rep that this is deceptive and they are the only retailer I have dealt with recently that does not honor their word on coupons and would be supporting other jewelers. Her response was essentially "anything else I can help you with today?" I accordingly unsubscribed to all future emails.

Beware the scam.

If I could give them less than one star I would believe me... I've never had such a terrible shopping experience as I have with Zales. All of their stores are closed in UT so my only option is to deal with their online department. ALL I WAS TRYING TO DO IS BUY A GIFT CARD... I get one over the phone with their agent and hours later I get an email saying it's cancelled. I call they say oh you can't buy gift cards over $2K which the agent did not tell me previously. That causes my card to have a hold on it and because zales uses a 3rd party billing service I have to wait 8-12 business days for it to go back on my card mean while I can't use it. I then use a different card to buy it at the set limit zales has on gift cards with the correct billing info. They cancel it again due to billing info issues.. SAME EXACT INFO AS LAST ORDER** I call they say oh you have to wait 30 mins to re-order.. I try again it gets declined again! I call back AGAIN.... another agent now says oh you have to wait 24hrs to re-order.. SO I wait and re-order like they said, below and behold it doesn't work and gives me another error!!! I call them yet AGAIN!! Keep in mind during this whole thing they keep telling me to re-order so my cards are racking up pending charges. Now they tell me oh our dept is closed call back tomorrow.. I call back AGAIN!! they tell me after a very long hold and 3 more calls with 2 different agents that oh someone in ZAles cancelled it but we don't know why... I cal my bank and card providers they say it's on the merchant the merchant doesn't know left from right. Then Zales said are you sure you ordered it right? OF COURSE I DID!!!! Their best advice is try ordering it again.. Like really that's what I've wasted countless hours of my personal time to get?! Most unprofessional and messed up billing dept ever!! Please DO NOT SHOP AT ZALES!!! I warn you it's a huge headache.

Ordered a ring online and used Affirm for financing. I was supposed to receive a 3 piece engagement ring. After a week or so we finally reached out via support chat. Were told that only two pieces were ordered even though we had a confirmation email saying we ordered 3 pieces. Called Store and they confirmed the same thing. it was a used ring and they said they were not responsible for it since it was used. Even though your advertising and confirmation email say 3-piece? Finally Manager Melissa called and said she ordered it from another store and it would take about 3 days and she would call. We went on a week and a half vacation and had to call on our drive back saturday about the ring. To which i was told "My assistant received it but i am not sure were she put it so i will speak with her and get back to you by the latest tuesday with the holiday. " It was easter sunday so i understood. Called Today. 4/7/2021 and was told that they didnt have it, other store shipped it to wrong place and now they are waiting on it. I asked if i had to still pay via affirm since i had not received the item yet and she told me yes. I asked if she had a rough date on when they may receive it and she told me no. So i asked " so just to be clear, you have not received this ring, have no idea when you will receive this ring, can not tell me if it will be a month from now, but i still have to pay for it?" Yes. This whole process that should have been great turned into a nightmare. I have worked in a call centers and sales for over a decade and have never been treated this way in my life. The assistant to Melissa at the River Grove in Chicago acted like she cared absolutely zero about helping me resolve but had to put me on hold to talk to Melissa, the manager for every question. Well needless today my Fiance no longer wants the ring now and wants a full refund and is heading into that location today. being in the industry myself i normally take care of these things but it seems no one at this company wants to help us so i am leaving it up to her. DO NOT USE ZALES AT ALL. First time leaving Rogers and Hollands and will never do it again!

Do not shop at Zales in any capacity. My diamond engagement ring is from here and we got the diamond warranty. The diamond head on my ring bent so I took it to the store to have them fix it. They take pictures of your ring before they send it out. When my ring came back the head was still bent and my diamond was changed! I knew it right away and said something to the manager. She said we don't do that, I said show me my pictures. The pictures were conveniently lost. They couldn't find them. I took the ring right to another Zales still no help. Two store sales people told me since its under warranty they will just replace the head all together. That still has not been done. I called the corporate office and all they did was call the store and talk to the manager and told me to pick up my ring. What good is a warranty if they aren't willing to do anything for you. They stole from me. Don't let it happen to you.

purchased $300 heart shape diamond ring. It was bought this Christmas. Let me tell you stone fell out turned blacked not green. My 79 year old mother doesn't scrub floors. I can show picture inside turned black. Called very rude well you didn't get warranty. Well didn't expect it to turn black loose stone. My mom is crying over it. BBB next step. Trying to post Picture.

Ordered a ring for online only. Ring was shown at $209 online. Added to cart but price was $289 - contacted sales by phone to place the order and confirm pricing. Agent said they made an IT mistake and we're correcting it but would give a $50 discount not the $70 shown. I accepted begrudgingly. Then I checked the tracking and they had sent a size 7 NOT 8 I ordered. It also said in fine print of tracking that they COULDN'T ship to po box as Agent claimed. Item was in limbo at UPS and "I should contact them to return it before credit or correct size would be sent out?!!? Terrible already - contacted service asked for manager but "none available on the floor" went through explaining everything over and over to the not so quick service Agent. At the end she suggested a supervisor contact me to finalize the return and new order etc...waited all week for nothing, nobody contacted me. Contacted them for 4th time today and was told Item is being recalled and credit will then be issued. Never contacted, never tried to send me correct ring NOTHING!!! Today chat Agent informed me of the recalled item and credit status... DON'T WASTE YOUR TIME AND MONEY ON ZALES BS!

I have order a ring from Zales.com 3 times. Twice in December for my wife as an anniversary gift and again today 34/8/2021. All 3 times after ordering and receiving an arrival date, I got an email later stating that the order has been canceled because the item is not in stock. The second order in December was placed after receiving an email telling me the item was back in stock. All customer service was able to do was tell me they are sorry and give me some discount coupons that have codes that do not work. Why allow an order if the item is not in stock. This is worst on line shopping experience ever.