Zales Reviews 178

Stay clear of Zale’s if you must, specifically at the location in Fayetteville, NC in the Cross Creek Mall. Terrible customer service, poor management, unorganized, and unprofessional. It is approaching 6 months now with no follow up from the store manager nor corporate office regarding the bad experience I had back in September 2020. I’ve just about given up ever receiving a call back until I discovered that a similar incident happened to the wife of my husband’s Army buddy which prompted me to finally write my review, and I truly regret not warning other potential customers sooner.
On September 7th, I brought in my wedding band set to be serviced along with other pieces of jewelry for inspection. I was told that since the pandemic store policies have changed, all services were by appointments only, a maximum of 12 people allowed inside the store at a time, and that they close 12-1pm for a lunch break. I told the associate that nothing was mentioned to in regards to appointments when I called the day before to confirm their store hours. With that being said, the associate accommodated me by inspecting my jewelry, but insisted I schedule an appointment to have paperwork drawn up for my wedding rings to be sent out for service (tighten stone & polish).
On September 16th, all went smoothly. The expected date for the completion of the repair was September 30th.
September 25th, I received a voicemail message that my rings were ready for pickup. Already aware appointments are needed for all services, so I tried calling the store to schedule one over the phone. Unable to reach anyone by phone, I went online to verify whether the telephone number I had for that location was correct (which it was), nevertheless, I noticed that appointments can now be made on their website, so I arranged for the pickup on Sunday, September 27 at 13:00.
September 27th, at 12:57pm I was surprised to see lots of customers inside and people lined up outside waiting to get in because as I was previously told that they close an hour for lunch and resume at 13:00. Also, I wondered to myself how could there be so many people having appointments around the same time. At that point, I politely asked the folks standing outside on line if any of them actually had an appointment, their responses were, no and that they are just waiting to get in. I explained to them that I indeed had one, then proceeded to walk in and headed straight to an associate who had just became available. That was when one angry customer yanked me by the arm and yelled that she too had an earlier appointment but stood on line waiting for almost an hour. I fired back at her by saying, “Keep your hands off of me! If you had an appointment and you decided to wait it’s your problem! That’s what appointments are for!” The associate then decided to assist us both at the same time, but without hesitation her and another associate insulted me by lecturing out loud in front of other customers that I needed to be more understanding that other customers ahead of me were waiting 30-45 minutes to get assistance even if I had an appointment. I was appalled to say the least at how they tried to apply reasoning by stating, “It’s like being at a doctor’s office, and even though you have an appointment other patients who have emergencies are priority and must wait your turn.”
I responded by saying that statement is not even logical, apples and oranges, NO life or death decisions are taking place at any jewelry store. I reminded them that the only reason I was there was for a pickup only and that it should not take no more than a couple of minutes. Furthermore, I commented, if that statement rang true, then it should have applied to me a few weeks ago when I walked in without an appointment; the day when they were not busy at all, but told I required an appointment to get assistance.
It’s apparent and completely understandable that the purpose Zale’s implemented the appointment policy was due to COVID, which they needed to honor that instead of being rude and belittling me. I believe that walk-in’s should also be allowed, however, separate lines should have been organized allowing for both options.
After giving it some thought, I can only assume that the poor treatment I received from the staff were either racially biased or perhaps just plain ignorant, nonetheless, it is unacceptable behavior.
It is obvious the store did not stand behind their new store policies and procedures, nor did they properly inform all customers of these changes; by putting up a sign(s)/notice(s), or on Zale’s website.
Ultimately, Zale needs to retrain employees focusing specifically on customer service skills or better yet they need to get rid of the bad apples, hire qualified people who take pride in their job and possess a positive attitudes.

UPDATE: So after my frustrating experience, I emailed an Executive my entire story and the multiple times I was transferred. HE ACTUALLY REPLIED! The same day in fact. He forwarded my email to the appropriate dept. This morning a received a call from "Julie" (who was amazing) she processed my order and honored my promo discount. Yes! a resolution in less than 24hrs - Go Zales! I'm SUPER EXCITED that my 1/2 ct cluster diamond ring in white gold setting is on it way...Whooo Hoooo!!!

Original Complaint: My 1st experience with Zales online and it was horrible!!! I placed and order online and attempted to use a coupon I had a checkout, I reached out to online chat bc there was no place to input the code in the meantime while waiting to check out (bc the rep was taking so long to reply) I received a popup for a $200 promo reduction (YAY me, so I thought) so I immediately checked out using that popup (No it wasnt bc of the online rep) Later that evening I rec a email stating my order could not be processed...I check my Zales Diamond Credit Card it indeed was processed...I called Zales online CS at 10am s/w several CS reps and got trans back and forth to no avail and yet they still have my $740+ on hold with NO ORDER.

I bought a necklace and ordered a message with. I typed the message 5 times before it would save it at checkout but yet I still didn't receive the message. I didn't ask for a refund or a new necklace just the message I spent so much time on and if they would send a new message just so she would believe that i ordered a personal gift of words from my heart to hers and these tight wads will not waste 25 cent to print me a 185 character letter that will show up past Valentines. I didn't ask for money or jewelry just the sentiment that I ordered and they refused. I will never buy again from them i promise. Save your paper Zales apparently you need cash more than me even though I offered to pay ppostage. And high management is who turned me down so think about them and read more reviews before you buy from them. Sorry if I sound petty but im so pi**ed they are that tight.

Went in today with a diamond bond and ring that was missing a diamond I had recently lost. We had purchased the ring in 1999. I had the diamond bond inspected as instructed and the sales person advised me I was missing paperwork and that I had broken the agreement and they couldn't honor it. He was unkempt, unprofessional, and threatened me when I left. This is the second diamond ring we have bought from Zales and back in 1999 when I traded up my previous diamond bond was honored with no questions. At that time their salespeople were also professional and knowledgeable. When I went in today I was open to trading up again but all I got was pushback and attitude. I will NEVER shop in Zales again!!!

Worst shipping and customer service!!!! It's been two weeks and the order has not even been processed/prepared yet!!!! I chose expedited shipping and hope to receive it earlier, but the order has been late for a whole month!!!! I called the customer service five times but got different information from different people, and they even asked me to "patiently" wait for another month to contact them again. I'm still waiting for my order. Terrible terrible. Very rude customer representatives too.

Dont ever order anything online They will print a label for ups and never set up for delivery. I Placed a order for a necklace dec 18 2020 got a tracking number that stated that it was to be delivered 12/31/2020 but in fact it was never packaged at zales nor sent to ups. I was told I have to wait until 1/28/2021 for investigation. Why if you never gave it to ups to begin with? Not professional at all

I tried to order a gold necklace for my wife's birthday. I placed an order and it was charged to my credit card, but the order was canceled by Zales about 12 hours later when they claimed that it was out of stock.

My wife's birthday is coming soon, so I tried ordering a similar item. Again, order went through and charge shows on credit card, but this order was canceled about a day later.

Now, I find that I have ZERO orders actually pending, but THREE charges on my credit card. Contacting Zales via chat did nothing as they could only "see" one order and claimed that no charges had been placed. Phone customer service was better, but finding a number is intentionally difficult it seems.

Hopefully, I now have all of the orders canceled and even more hopefully I won't be charged for items never received.

If you buy from Zales.com, make sure to watch your email closely. Your order may go through, but be canceled later because they have no idea how to handle inventory. Even more, watch your credit card statements closely as I ordered twice, had both canceled for lack of stock, yet was charged THREE times.

Who knows if more charges are going to show up either, so now I have a homework project to watch my CC statements. Oh, and might I add that the jewel on top is that now my wife is LIVID instead of getting a birthday gift. She's mad that she now has to watch for CC fraud-and is mostly mad at ME.

If you want to irritate your significant other and be ripped off for orders you don't receive, Zales.com is the place.

I Bought a necklace for my daughter for Christmas, she liked it but chain wasn't long enough only thing the pendent hangs from both chains.
I went to arrowhead zales asked if they could put another chain on it, was told there would be a charge,which I was fine with.
But she the manager didn't have an 24" chain didn't offer to order one me for just said you can go somewhere else. So, I did kay across the way was hesitant at first because wasn't bought there but offered another chain & sent off to be fixed the way we wanted. I'm out the cost of the necklace bought at zales...but,grateful for Kay's who was so helpful & nice about the whole situation.

Terrible quality ring. My fiancé bought my engagement ring here and a wire thing popped out close to one of the stones on the second day I wore it. Since he had purchased in advance of the day he gave it to me, and we went on vacation also, by the time we came back they refused to do anything since we were beyond 60 days. Even though it was a week new to me. Phone service was terrible. Hung up on twice and refused to speak with a supervisor. In store service was terribly snooty for such a cheap quality ring. We will never shop here again.

My original wedding ring lost a bunch of diamonds less than a year of having it. When I took it in to get it fixed, they said they can’t fix it so I would have to upgrade it. After THREE months of my new wedding ring, the main diamond fell out! They originally said it would take 2 weeks to fix. Then it went to 4-6 weeks. Now they say it will take 6-8 weeks. I asked what my options were if this keeps happening, and all they can do is just have me keep upgrading my ring!!!! They are trash quality and they don’t care about making things right! All they want is money!!!!

So the ad on 12/17 read "order in next 13hrs and receive on 12/23 with expedited 2-3 day delivery". Order was placed but the est delivery was 12/31. Well that must be a misprint-my thoughts. Today is the day, not here!
I will be out of town on 12/31 and someone 'must sign'. I guess they can keep it or if I sign, will be immediately returned. January is NOT a holiday.
For $3000, you would think they could get it right.

Terrible service, useless employees, terrible quality. The fact that companies still exist like this saddens me. When they say "Free 2-Day Shipping", what they really mean is "In a month we might send you a cheap item, and until then, good luck". But hey, at least they'll charge you quick... stay away.

While I always thought Zales was a reputable jewelry store, my kids got me a mother's ring from there, and within a few times wearing it, a stone fell out! Then, while there to get this fixed, I found a really pretty diamond ring that wasn't too expensive, and bought it. SAME THING happened! Luckily they had another one to replace it, but I'm afraid to wear either one now for fear another stone will fall out!!

IF I COULD GIVE THEM A ZERO I WOULD THEY RIPE YOU OFF WITH THEIR CHEAP DIAMONDS YOU CANT EVEN GET 20 at the pawnshop AND YOUR BILL NEVER DECREASES NO MATTER HOW MUCH YOU PAY. TRUST ME STAY FAR AWAY FROM ZALES, ITS NOT WORTHA DOLLAR

Overpriced jewelry and horrible customer service. At least they are selling real jewelry but you can find better prices elsewhere.

It won’t let me give them no stars or else that would be my rating. Purchased a ring from the website. Read the fine print and felt ok about my purchase. A few days later it arrived and they sent me the incorrect ring. I immediately called customer service and was placed on hold numerous times. I simply want the correct ring sent to me. They told me that I could either drive 8 hours away to a store and return the ring in person and then wait 5-7 days for a refund or I could return the ring by mail and wait 30 days. I asked if I could have them ship the ring to the store and exchange it there. I was told no because I can’t exchange an online purchase. This is 100 percent Zales error and they are unwilling to make it right. I understand if I simply didn’t like the ring and wanted to return it. That is NOT the case. They did not send me what I purchased. This is their mistake. I asked to talk to a supervisor and was told they could put in a ticket and one would call me in 24-48 hours. Guess what, it has been 4 full business days and no call. Basically Zales is holding my money hostage and earning interest on it while I have already mailed back their ring. I would have gotten the same customer service if I had a conversation with a potato in my kitchen. Never again.

I spoke with a very unprofessional girl name Danielle extension number 356781 to say the least , calling her a Woman would be an over statement. She was very rude and tried to Insinuate that I was lying about trying to make a purchase and her reason being was that she can see the items in my cart from July 30th with a total of $4337 , however that was a lie because if she could see the cart from July 30th at the time I tried to submit the purchase it would have been $424 dollars less. So she was just lying and didn’t have enough common sense as to how to lie . I told her she wasn’t telling the truth and to use her thinker and because she was as caught in a lie she got upset , Then when I asked to speak to a manager she refused and hung up on me. I then called back and got a very nice woman who shouldn’t be answering phones at all and since he’s calls are recorded they should definitely listen into it because her stutter problem was so bad we can barely communicate to then be transferred to a supervisor by the name of Heather who coughed every couple of seconds though she wasn’t unpleasant to speak to I just believe she could’ve stayed home with such a cough especially in this time with Covid Due to the poor quality customer service skills I will no longer be a customer of Zales which is unfortunate because my husband and I have purchased several things there including my first wedding ring and was looking to help my son purchase his first wedding set

I ordered a ring from Zales for my daughter's sixteenth birthday. The arrival date was for after her birthday, so I called customer service to find out the cancelation policy. I was told I could cancel anytime up until the item shipped. The next day, I went to cancel the item, which had NOT shipped yet, and was told that my cancelation had to be approved. It was not guaranteed. When I stated that I was told otherwise the day before, I got an empty apology and a link to their return policy. Horrible customer service. I'll never go there again.

Bought a ring and necklace online in May for mother's day. They took my money with a quickness but said my my stuff wouldn't ship till June 24. That day has come and gone and I still don't have my items. If I could give zero stars I would and customer service sucks.

1st time buying anything from there and it will be our last. My husband bought my ring and set up for delayed interest program and it was auto set up to take out of our account every month. According to them, the program ended 4 days before the auto draft and we were charged an additional $1,300 during COVID. Customer service was useless. TAKE YOUR BUSINESS ELSEWHERE