Zale Jewelers / Zales.com
Reviews and Complaints

On 10/15/2016 I dropped off a Bulova Men's watch for a simple battery replacement (repair # 4406527) at Zales in the Menlo Park Mall on Rt 1 & Parsonage Road STE 1755, Edison, NJ [protected]. The sales woman (who I later learned was a manager) took the watch and attempted to remove the back without success. She then told me we had to "send it out" and promised it would be ready on 10/21/16- the following Friday. I agreed.
On 10/24/16, Monday, I still hadn't received the watch back and called the store. The person who answered the phone told me it was "in transit" and I should receive a call in a few days.
Today is 10/29, Saturday, a full 2 WEEKS after I dropped a watch off for a simple battery replacement and STILL have not received it back. So I went to the store. I spoke with Ruth Cantarero, Jewelry Consultant on the floor who looked up my order number. She told me that the computer said the repair was still in progress. She then said repairs can take up for 14 business days. I then showed her my receipt which said it was estimated to be done on 10/21 with no reference to 14 business days, and if I was told that at the time of dropping it off I would have taken my business elsewhere. Ruth understood and told me that she would call me back today with an update.
I told Ruth that I wasn’t blaming her but if she were the consumer, and she left a watch for a BATTERY REPLACEMENT and was still waiting on its return two weeks later after you were told you’d get it back within a week’s time wouldn’t you be upset? She agreed.
I am completely astonished that a BATTERY REPLACEMENT IN A WATCH is taking this long, with NO FEEDBACK from the store about its status. I am really starting to think the watch was damaged by you guys and you are trying to cover your tracks. I want my watch back immediately in working condition. It is ridiculous that I have been waiting this long. If the watch were damaged when I brought it in I would understand if taking this long, but for a BATTERY?!? And after your store told me it would be done in 5 business days? Unacceptable.
I want my watch back. I will take it for battery replacement elsewhere.
Thank you.

Purchases 1000$ earrings from zaless In E-town Kentucky 07/14/16 for a person of intrest. She worn them back in store to buy a matching necklace on 7/20/16 for the first time to show woman what she need to match necklace with. Between leaving the store to the parking lot the earring fell apart and were lost. Bought insurance plan as associated personal with zales recomended. Called the next day and the Manger of the store( Elizabeth town Ky) said insurance don't cover then he can't do anything call corporate office. Called the corporate office and was told manager has to fix the problem. Needless to say nothing was replaced and it was a defective set that were sold to us. The second pair we bought in a week That was worn once and broke. The first set no insurance was bought, so we were out the money. We spent 2, 700$ in that store in a four day period time frame. They told us to bring post in and they would maybe sell us one earring to the set for half the costs of the whole set...? The front of diamond earring broke off and was lost in the store to the car. The post fell out in drain pipe in shower and we dug up our back yard trying to find it and got Poison Ivy from head to toe in 107% heat and sun... What was the lost stolen or damaged insurance for 160$ for then? DON'T BUY JEWELRY FROM ZALES IT'S JUNK AND THEY SCAM YOU INTO BUYING INSURANCE WHEN THeY WILL NOT COVER DEFECTIVE JEWELRY IF LOST EVEN THOUGH THEY SOLD US DEFECTIVE PRODUCT. MY OPINION IS THEIR JEWELRY IS POORLY MADE, AND OVER PRICED.. THE INSURANCE IS A SCAM.

Every time I see my sales bag I get so made I bought these, ear ring and they broke with end 6mts, but I didn't take them in right away becouse I just knew they would fix them becouse it was a bad product ...but no they just have bad quality control. ...and don't stand behind there work...needless to say I haven't bought anything else, becouse of this...exspensive ear rings setting g iny China cabinet. .not on my ears...

I drove 45 minutes to the Zales Location last Wednesday. Went inside seen the ring I went to buy and was highly NOT impressed by it. So, I looked around and see another beautiful ring that I just fell in love with. I decided to buy it but not have it sized with Zales due to all the complaints I read online about there sizing issues. The sales Clerk in the Durham, NC location decided to NOT inform me about the fact that the ring was so large and my size 4.75 finger would be an issues. After nearly a 5 day ordeal and 3 different jewelers later. I find out this ring CAN NOT BE SIZED any smaller. RUINED my ENGAGEMENT! Humiliated me in front of all my friends and family. I was going to return the ring at a closer location by Sunday. SO, I did and I wanted to reorder the ring in a smaller size and see if I could get it cut down that way. NOPE! The ring only went to a certain size 6 and it will was to BIG to be cut down. The male associate at the Cary, NC location was rude and I was a bother to him. I called Customer service later that evening who then confirmed that NO this ring is what it is and can NOT be resized due to the vintage detailing in it. I was really let down and majorly disappointed. I decided to call the DURHAM, NC location to speak to the associate that originally sold me a ring in the first place. Brandi, answered the phone. She is also the sales associate. Began's to argue that the ring CAN be sized and was "Sorry They upset me" meaning the other Jewelers when they told me I couldn't get it sized. The sales clerks need training. They also need to take responsibility for there wrong doing. I shouldn't have been sold a ring that couldn't be sized down to a 4.75 to begin with. Unhappy customer NEVER returning to ZALES again!

I cannot even begin to tell you how terrible zales is as a company! I have purchased 5 different pieces of jewelry from them and 2 of those items had to be totally replaced, one burned up in house fire, one was just a man's wedding band with no stones, and the other one just happens to have stones that have not fell out yet (We haven't had it long though). This company sells warranties for many pieces of jewelry that they know are un-repairable. That means if you are buying a warranty on a piece of jewelry that you really like, chances are that if a stone falls out, they will hold on to your jewelry as if they are going to fix it but then call you to let you know that the jewelry cannot be fixed but they can give you a one time replacement. This now means that if you want a warranty on the new piece of jewelry you have to buy another warranty! Zales truly does not care about their customers. Before writing this review, I called zales guest services 6 times after being lied to from the manager and district manager. I don't have time to write my whole experience right now, but know that I gave zales many, many opportunities to fix the problem that I have. Please feel free to message me for the details though or wait for me to finish my review when I have more time. Bottom line is that zales is a lying company that sells terrible warranties and junk jewelry. I will be writing to local papers, online sites, and even my local news stations with a full review of my experiences with zales, especially the one I am currently going through. Zales fooled me once but they aren't ever going to fool me again and I am going to let as many people know as I can!

I ordered a ring for my girlfriend at Zales online store and i order a size 5, and after waiting over 3 weeks for the ring i was sent a size 7. I went into a Zales store at the mall and they sized it and said it was a 7 and that they couldn't do anything about it, i asked if they can resize it at no charge, since i was sent the wrong size to begin with and they said no. The sales people were nice, but they didn't help me. they said to contact customer service and go from there. So i called customer service and they said i would have to return the ring, get a refund, and then reorder it. so i would have to wait like a week for the returns department to get the ring back, probably and other couple of days for them to inspect and process it, then wait another week or so to get the credit and then another 3 weeks to get another ring. So rather than waiting another 2 months to HOPEFULLY get the correct ring, we just went and had it resized and paid. I will contact corporate about this. Poor customer service.

Hi, I am in the same situation as well, Zales has had my engagement and wedding rings since April, I call very often and get nothing but the run around, and always full of excuses, I have given them every number I have to reach me and still never get a call, I've told them numerous times I have my ticket for the repair, and that don't even make a difference to them, they remodeled their store and I honestly believe they lost it, one lady told me she couldn't find my rungs and that she needed to talk to her manager and get back with me, well guess what, I'm going on another month of still no call returned to me, I will never use zales again and I definitely will not recommend them, I mean come on we are talking about my wedding rings here and zales is not concerned about it or they would be trying to make their customers happy, I'm very frustrated at this store, I just want my rings back I will repair them else where!

Me and daughter went into a Zales store to me my wedding rings and my husband ring cleaned and inspected. When I walk in the store I was greeted with a attitude then I had to at least 5 minutes before someone came to assistant me. While I was waiting one sales associate was helping another customer. When that sales associate finished with customer another sales associate came to assistant me I let sales associate know that I was there to get our rings cleaned and inspected. The sales associate took my paper work and walked over to where the other sales associate was and started talking the customer that had just left they was talking about the customer how they had problems with his order and he was trying to get a refund that was bad customer service first off. when the associate came to finish up with me she slap the papers on the counter then said in a smart voice only one was supposed to be inspected and she went to go get the jewelry she slammed that on the counter. I am through with this company I wish my husband could get his money back and we could take our business somewhere else and on top of I can't get into with customer service to let them know. I will be calling first thing in the morning.

I purchased a $5, 000 ring from my local Zales store. On 8/15/15 I took it in for repair (diamond fell out) and was told it would be ready between 2-3 weeks. It's been over a month and every time I call/visit the store I get the run around regarding the status of my ring. In addition, I was told I would be charged a $200 plus fee for the repair. I disputed this because when I purchase it, I was told the diamonds had a lifetime warranty and I was never provided with the required inspection paper. On 9/17/15 I spoke to the store manager (Mr. Gomez) to explain my frustrations and to my surprise he provided no help whatsoever. His response was that he was new to the store and did not know anything about my ring. He stated that none of the employees I had previously spoken to had made him aware of my situation. He provided me a long list of excuses of why he couldn't help me and offered no actual resolution to my problem. I did tell him I would be filing a complaint against his store but he did not seemed too concerned. He told me he could not keep all his customers 100% satisfied and that he would wait to receive my complaint from his corporate office to provide his response.

I ordered a personalized pendant that comes with a chain for my nieces birthday in June. I ordered 3 weeks in advance. I was given a 3-5 week delivery estimate. 3 weeks after her birthday (6 weeks after order) it still had not arrived. I sent 3 emails, none of which have ever been returned. I finally called to request a tracking number and discovered it had been delivered 2 weeks previously to Chicago...my niece lives in California!

I called and spoke with an agent who informed me that the wrong address had been placed on the package and was delivered to the wrong address. I had 2 options: 1) get a refund now, or 2) they could try to track it and see if they could redeliver, if not, I would get a refund. I explained how I wanted the PERSONALIZED item delivered for her BIRTHDAY gift. She said she would look into it and email with the status. Never got the email.

Miraculously, the package arrived 3 days later. WITHOUT A CHAIN FOR THE PENDANT.

I called again and spoke with an agent who finally understood my frustration and informed me that they would send a replacement chain immediately and refund me $25 for my inconvenience. I got an email a few days later confirming the refund which did appear in my account.

Last night, 3 weeks after I was told the chain would be sent, my niece told me she still had not gotten it! I called Zales and explained the situation and was informed that it was not their policy to replace the chain and that I had received $25 credit due to the missing chain. I explained that Stephanie had told me she was sending a chain and the credit was compensation for their lack of service. I was finally put on to Janet, a supervisor who proceeded to inform me that they are not able to replace the chain. Although she kept apologizing, she said she cannot replace the chain. I asked "You are a full service jewelry store, correct? Then why can you not send a chain to complete my birthday gift?"

I cannot get my head around the number of Zales errors made with this order. Wrong address - by THEM. Not contacting me that the package was delivered incorrectly - by THEM. LYING to me and telling me they were sending a replacement chain. Not completing an order. The website clearly states that this pendant comes with a necklace!

I told Janet that it would make more sense for her to send a chain to complete the gift and make a customer happy than to incur the wrath of a clearly upset and angry customer. She did not see it that way and apologized again that she could not send a chain. She said she could offer another credit so I said I wanted $50 so I could buy a chain to complete the gift Zales should have. She said all she could do was another $25.

My overall experience with the Zales store located at Concord Mall, Wilmington, DE, has been nightmare. All I needed to have done was a simple sizing however in the process, I received the wrong ring back from the repair shop and another time there were missing stones. I was forced to deal with the store on 7 different occasions in a 45 day time frame. The poor customer service provided by all employees, manager included is what stood out the most. My recommendation would be to stay far away from this store unless you look forward to being mistreated. I was actually told by the manager, "I heard about you two and how nasty you are". After complaining to the corporate office, nothing was done, not even an apology. For a company that thrives on the quality of their diamonds, I would think they would have handled this situation better or at least hired sympathetic employees who could deal with matters such as this.

Ive been a high paying customer for over 4 years. I have baught numerous items. Never had an issue. Until now. I baught my wedding band in 2012. Even got insurance. My band broke a few weeks ago. Insurance wont cover it. Wtf? Why did i pay for insurance if it doesnt cover it? I was told by Zales that its going to cost $350 to fix my band. My ring didnt even cost that much. So now im just gonna put it in my jewlery box i guess. I have no wedding band to show im married. And im paying on a ring i cant wear. Congradulations Zales youve broken my heart and lost a valuable customer. I will not be buying anymore items from your company.

I bought my husband's wedding band in March of 2014 ($1, 000.) I kept it in the original box until our wedding day mid November of 2014. A month later one of the diamonds fell off the ring. I wasn't worried because I had purchased the insurance on the ring. We took the ring back and the clerk asked me if I had been getting the ring inspected every 6 months. I said no because I had not given him the ring yet and it had been sitting in the original box until our wedding. She told me that since I had not gotten the ring inspected I was not covered under the insurance plan I had paid for therefore the replacement would be at my expense. That was it they had nothing else for me.
I want to add that my husband bought my wedding set at Helzberg and I had a similar problem. One of the diamonds had fell off. But the experience was very different. They didn't give me any hassle. They took the ring within 72 hours replaced the diamond at no expense to us. They did not ask for the inspection cards. After this experience I will never buy from Zales again, not only because of the poor quality of their jewelry but the poor quality of their customer service.

My husband bought a ring from Zales online. Supposedly each ring you buy from Zales has a free diamond bond. But since my husband bought it online, you have to check in a box if you want the free diamond bond or not. He didn't see that and bought the ring without checking off the free diamond bond. So When I brought my ring in for the first inspection, the lady told us we didn't have the diamond bond and to talk to a Zales manager. She was also very confusing and my husband and I could not understand what she was trying to get at. But we called a Zales manager and they were worthless. They had no idea what we were talking about because all of their rings are supposed to have free diamond bonds with a purchase. So we just assumed the lady was wrong. So brought our ring in again for our scheduled six month check up and we got a different lady. We told her about what happened last time we were here and she reassured us that we did have the diamond bond and not to worry about it. So we were relieved. Then we brought it in a few months later cause I had lost a diamond on my ring. This lady told us we didn't have the diamond bond and we had to pay for the lost ring. She told us it is free, but since we didn't check it off in the box at the check out we didn't get it, but if we wanted to get it all we had to do was ask. We told her that the previous woman told her we did have it so we never thought about applying for one. But apparently that doesn't matter and we still have to pay for the ring. I am beyond upset and frustrated and will never be buying another piece of jewelry from this company ever again and we not recommend it to other people, unless they resolve this issue for us. We should not have to pay for this if the diamond bond is given to us for free! I have never been so frustrated with any company I've ever dealt with.

My husband bought me a simple wedding 14k ring for our wedding back in 2008. And he wanted to upgraded for me for a bigger piece. And we went to the store to find more options. I was told that I can turn my ring in for a upgraded one. And we had to pay twice the amount to do so. We decided to go ahead and do that and I did not realized after a month or so that after all they down graded me for lower carats and 10k gold. To make the story short we purchased the ring in 2014 feb and a strange allergy started to show up on my finger and I go to the doctor and he gave me a topical medicine to treat the strange rash that it looked like if my finger was burning I had a red ring mark around the finger. Nothing made it better no topical antibiotics or anything. I finally go to the ZALES store and complain about this so they tell me all I need is a cleaning and that's going to solve my issue. Again after cleaning my finger is SICK again. Remember this company sells used rings 80% of the time and they dip it in rodium and sell them used. So if course this chemicals can sure enough affect the skin and cause serious reactions like mine. I am now dealing with headquarters to see what can we can do but let this be the very last time I ever buy anything at this chain company

Complaint!

My husband bought my ring 1 year ago at zales in the westfield mall in carlsbad, ca and i’ve loved it…until now. I have recently been having allergic reactions to my ring. After not wearing it for a couple months (It was in my jewelry box) I decided to take it into the store of which we bought it from. Not being able to afford a new ring they mentioned sending it in and having the rhodium cleaned and polished. The ring was ready for pickup four days later. As I got into my car I noticed one of the prongs holding the diamond in place was completely ground down and the engagement ring was completely bent. I immediately walked back into the store and complained. I was so upset. They didn’t notice anything wrong with the ring. They insisted that I had brought it in that way. They said sending it in again to repair those problems should help. It has now been two weeks and I have heard nothing about my ring. I have called and talked to just about every associate at this location. They all have no idea where the receipt which has the repair number is. The manager continues to tell me that their system is down and that she cant help me. I’ve also gotten a lot of, & ldquo;can I put you on hold?” and, & ldquo;let me call you back. & rdquo; sad enough to say, even when they figure out where my ring is, I will be taking it into another place to see if the diamonds are even real. I am extremely frustrated and I will never buy another piece of jewelry from here nor will I ever suggest zales to anyone. Horrible!

Recently I wanted to celebrate a personal milestone and decided to purchase a new watch. I found one on sale at Zales at the Mall in Midland Michigan. I purchased the watch from their showcase and they placed it in the safe until the links came in to make the band bigger. When I returned, the associate that was adding the links asked if I knew the watch was used. What? I demanded my money back and another associate commented “what do you expect for the money”. Sure, the watch was on sale but it was still nearly $300 and that’s a lot of money. So I left the store slightly humiliated by the associates comment especially in front of others.
I called customer service, they listened and the Store manager Lori called me after a couple of days. She informed me that her store does not sell used items, although they obviously do. I complained and she offered to take 10% off the price, that didn’t even cover my gas. She went on to say that there was nothing more she would do. I asked her to think about it and call me back. She did not so I called customer service again and they informed me the story she gave to corporate, she lied saying I wanted the watch for free so they would not help me. At this point customer service was not too friendly.
I decided to take my story of Zales deception and lies to everyone that will listen. Zales cannot continue selling used items disguised as new to the unsuspecting public. I posted it on my face book account and was surprised at the amount of people that don’t like Zales. Then I went to Zales face book page and began posting there. They erased my posts and blocked me from their page. Thank GOD for social media and the internet because my campaign is ending anytime soon.
Bottom line – Let the buyer beware.

I purchased matching movado watches for over $2, 000 and my wife's never worked properly until it finally died. I took it in for repairs to university mall several months ago, every time I called either it was a different excuse why is was not repaired or they did not had any record of me dropping off a watch. Scary... Every time I called it was a different story until one day an employe told me whispering your watch is been here for a while, the manager told me that the reason was taking so long was because it had to be sent to another country for repair because a regular jeweler could not open it properly. The female employe that does not like how Zales do business told me your watch was beyond repairs so they sent us a new one but they can't not release it until they find your watch that they lost, an inventory infraction. I placed several complaints on different days and requested to speak to a district manager but he or she never called me but instead cowardly hid behind a teenager manager that did all the dirty work for them. Months later I am told your new watch is ready to be picked up, When I arrived the so called new one did not worked... The young lady starts laughing in my face but I think she was just afraid and embarrassed. No body old enough to drive has called me, this is the worst jewelry company in the planet.