Zale Jewelers / Zales.com
Reviews and Complaints

Brought my wedding ring set in for checkup. All was signed off and it was perfect. Less than 2 weeks later, brought in that same set for them to solder on my anniversary band. It was also to be dipped in white gold. It was returned with a chip in the center stone under a prong. They tell me this AFTER I sign & put on my ring to leave. Manager blamed chip on my misuse of my ring (poor customer service) but finally agreed to replace the stone using the same jeweler cuz he can do it quickly and NOT through the diamond bond which takes 6-8 weeks. I got it back today and my two side stones are now milky! One of them has so many flaws of milky like areas that it's embarrassing to wear.

The clerk said she knows my stones were not flawed like that when I came in originally. Manager was called but I only left with a complaint phone number. The clerk was so upset how the manager was not allowing her to help me.

I want to know what the jewler was doing under a prong or having a diamond loose in order to solder & dip my set! he had no business having my diamond loose out of the prong. How can he change out ALL of my diamonds with cheap stones but put down on paper that he changed out one? The clerk was even going to write a statement but she got yelled at by the mgr and she said she couldnt.

I feel robbed!

I recently had heard that Zales was closing a large number of stores, reportedly as a result of a decrease in sales due to the economy. However due to the ridiculous service I have recently received from one such store, I have no doubt their deficiency in customer service must be why all the closures have occurred. Had I heard such news prior to my purchase I would have taken my business elsewhere and though this was my first purchase from Zales it will certainly be my last.

On July 27th I purchased a ring from the Zales store in The Woodlands Mall in The Woodlands Texas. I will have to say at that time the staff was very helpful. When I purchased the ring I bought the additional warranty (which has proven to be the only saving grace with this store). I gave the ring to my fiancé on Thursday July 30th and she loved it, well for the little time she has had it. She took it in on Saturday morning, August 1st, to have it sized and the staff member who helped her advised her that the jeweler only picked up on Saturday, Tuesday & Thursday. They advised her that while she had gotten the ring there prior to pick up for that Saturday it would not be back to the store until late Tuesday evening and would not be available for pick-up until Wednesday August 5th. Furthermore she was given a receipt with a printed promise date of [protected]. I contacted the store on the morning of Wednesday August 5th to confirm that the ring was in fact ready, only to be told that it was not picked up until Tuesday August 4th. Concerned I explained to the staff that it had been dropped off for sizing on Saturday August 1st and that she had been assured that it would be ready only to be told that they were sorry and didnt know what else to say but that it would not be back in the store until Thursday August 6th. On Thursday August 6th we returned to pick up the ring, surprised that it was actually at the store. Unfortunately that was not the end of this customer service nightmare. Upon receiving the ring it was notice that one of the diamonds on the side of the ring was missing! Of course the staff blamed it on the jeweler, which apparently Zales misrepresents themselves to be, saying that there was nothing they would be able to do and that it would have to again be sent to the jeweler. Despite their inability to accept responsibility and consistent with the staffs overwhelming talent for dodging customer satisfaction they assured that it would not be sent to the same jeweler and that they would not be using that particular jeweler anymore. It is good to know that this wont be the cause of the next customers issues with this store but I highly doubt it will be a significant enough contribution to allow for even mediocre service. They did however allow us to keep the ring and this point and told us we could just bring it in on Saturday because again they dont send jewelry that they sell and claim to service to the jeweler except on Saturdays, Tuesdays and Thursdays. While it was nice enough to allow us to take additional time to bring the ring in a day later to send off, neither of us was going to be able to due to work commitments. The staffs solution? We could either leave it at the store at that time, during which time they went out of their way to point out that they would not accept responsibility for it while it was in their possession, or we could bring it in next Tuesday. Well the only prudent option to any intelligent person would be to bring it in on Tuesday since it was apparent they would not be able to guarantee that it would not be damaged seeing as it was while it was in for service. The ring was again returned to the store on the afternoon of Monday August 10th, a day earlier than requested since they had been unable to send it out on time the first time it was taken in. At that time they again falsely promised that it would be in the next Thursday, August 13th. All I can say at this point is that at least the staff had the decency to call on Thursday August 13th to say that it would not be in, again blaming a supposedly different jeweler. This time it was supposedly delayed because the jeweler had to order the diamond and it had not arrived yet. The consolation they provided was to exchange the ring or allow it to be returned, once it came back to the store! I did at this point become very upset with the women on the phone and was again given the standard Zales customer service line ofWell I dont know what else to tell you. On Saturday August 15, 14 days after it had initially been brought in just to be sized, I took a few minutes to call the store and again make sure that it would be in. I was absolutely shocked to learn that it again had not and would not be delivered, and would not be in until possibly next Tuesday, August 18th. Though I am filing this complaint with you (as well as the appropriate consumer assistance/advocacy providers) I hope that you can resolve this issue, ensuring that it is delivered on the 3rd date promised. While I doubt there is anything that can be done to keep my business and prevent me from actively recommending against purchasing from any Zales establishment, I would also like to ask that you do everything possible to ensure that this type of service is not the standard with your company and to investigate the possibility of implementing customer service training with your sales staff, at least at this particular store.

Zales can be shameless when it comes to getting customers by exaggerating the discount. Yesterday my fiance and I went into a Zales store to get wedding bands. For the one we got, price tag showed that the original price was $3, 579 and current price $1, 800. It was still expensive but we got it, thinking that the discount was too good to miss. Today we found from Zales' official online store that the original price of the same piece (same item number) is only $2, 500, $1, 000 less than what was on the price tag yesterday! We got lied to right in our face and this makes us question what Zales will not do in order to sell.

Also, when I called Zales customer service asking to know the reason behind the pricing difference, my call was cut off in an extremely rude way. All potential jewelry buyers, be cautious!

We have had a Zales credit card now for about 5 months. We are never late on a payment, usually pay well before the due date. This month, we missed a payment by a week, due to recently moving, things being crazy, etc. It just slipped through the cracks. Zales customer service called my spouse and just reamed her out, yelling at her, asking her why she can't make her payments. Told my spouse she was more than a month behind. Total foolishness. She then threatened my spouse and told her if she doesn't make a payment immediately, she would cancel her account. The day this happened, I looked at our statement, and in fact, we were NOT A MONTH BEHIND! The payment was due on 8/7, the date this happened was 8/14. The customer service lady must have very poor math skills. Payment was made on 8/14...

A few weeks ago my boyfriend thought it would be nice to buy me a gold diamond necklace from Zales as kind of a surprise. I wore the necklace for about two whole weeks and the gold stated to fade to my horror. It broke my heart because the necklace cost $800.00 and it was not even real gold, the diamond in the center of the pendant was only 3/8 carat when they assured him it was a full carat. My boyfriend had the best of intentions in mind and ended up heart broken as i showed him the fading gold. As anyone can imagine returning the necklace with me by his side was a little embarrassing for both of us. a warning to anyone looking for jewelry, DO NOT, I REPEAT, DO NOT GO TO ZALES FOR ANYTHING! save yourself the heartache.

This is the worst company i've ever dealt with as far as credit cards are concerned. My husband is military and they will refuse to speak to me (His wife) over the phone for anything, if he wants me to talk to them, he has to call every time to say I can speak to them, it's a temporary thing! Defeats the purpose of me calling if he's sitting here! We can never get straight information from them, the due date changes by 3-4 days every cycle. I can speak to one representative get one bit of information call back and get totally different information. Even when my husband calls, he gets the same thing!

They charge $14.99 to make a payment over the phone! Insane. A couple bucks, fine but $15! We've gotten a late fee every month on this credit card because we're told our payments cover certain things when they actually don't. This card / company is a total joke! I was speaking to a supervisor and he flat out told me " I have other customers to take care of i'm done speaking to you". This is the worst company ever! It's almost worth going back and returning my wedding set. If we still had a return policy on it, we would!

Purchased pearl earrings and necklace for my wife. It was supposed to come with a certificate of authenticity and didn't. after 3 weeks, 3 e-mails and 5 phone calls I keep getting the same old story. We will call you in 2 days with an answer. They never call, I have to call them. I'm on my 3rd supervisor and I get the same story, she will call me in 2 days. I'm not holding my breath. I will never buy from them again or recommende them to anyone.
STAY AWAY FROM ZALES.

I was visiting my daughters in Ga. for mothers day and I recieved the most beautiful Mothers Day Ring. I put it on and my daughter wanted me to remove the ring from my finger so she could try it on and the band snapped and broke on the back side. My daughters were mortified. They had the whole family gathered around me and they were so embarresed. My daughter contacted Zales (she had ordered on line) and was told it had to be sent back and a refund would be sent to her but it would take 30 days. They also said that it could possibly be fixed at a Zales store but there could be charge!. This is rediculous. A $300 dollar ring and it lasted for 10 minutes.
I had heard good things about Zales but I am so shocked about this. There should be no shipping charged to my daughters or shipping back to me. I love the ring it is very different than any others I have seen and means so much to me. I have to give it back to my daughter and not have it back for 6 to 8 weeks. I just want someone to know about this. What can we do?

Dissapointed
Mary

I bought my wife a diamond ring and cross and had, without being told the cost, 100 dollars added to the bill for protection policy. Unfortunately the ring had to be resized and when collected was so big my wife cannot wear it on any finger in case she loses it, she didn't try it on in the shop as we were in a hurry and took it on trust since the assistant had measured her finger. The ring was in no way correctly resized and we were unable to return as we had to travel to LA before returning home. The protection policy is useless as it would not be easy to send the items back to be checked every six months as I live in the United Kingdom also my own insurance would cover any mishaps. The policy states that if these items are not checked every six months the policy is null and void. Being English and my wife having left the shop I feel that I was misled into thinking the policy was free and was unaware that the policy was so costly, I was given no opportunity to refuse it which I would have done. I am a bit worried about returning the ring and requesting a refund, within 30 days, as it may get mislaid or not received. I am not sure how we stand in our relationship with the USA and complaints.

I received a a nice little ring as a gift, it was from this Zale's in rehoboth, Tanger outlets. I am walking on the beach just a day later and wouldn't you know it, I look down, and the setting is empty! The stone was gone.

I took the ring back and explained how the stone fell out somewhere. It took several weeks to get a response back from them. They kept stalling- later I found out it was because they thought I had purposely pulled the stone out of the ring! They weren't going to replace my day-old-piece of garbage precious stone because they thought I had stolen it! Finally, after weeks of calling I got the manager who replaced it free of charge.

They are not so friendly and their rings literally fall apart!

I opened an account with Zales with no propblem, even though my cedit isn't the greatest. I was a very loyal and good customer with them. I spent thousands in their store on diamonds. My account was alway paid in full on or before time, never a late payment or anything to corrupt my account. Then all of the sudden, I get a letter in the mail a few days ago stating that my account had been closed. I called and asked for an explanation as to why and thieir response was the economy is too bad right now and I just don't make enough money. WOW! What a load of crap, I make just as much now as I did then, and was a very good customer to them. Be warned to All! Don't shop or get credit at Zales, things aren't always as they appear. A lot of the jewelry is junk, that's why there is always so many clearances. Plus, they like to give you things, then take them back, or let you buy crap that you can't take back. You'll end up a loser either way if you shop at Zales.

Zales in clackamas town center in clackamas oregon were suppose to clean and inspect my wifes diamond earings and my mens diamond ring... The ring was not buffed or cleaned and my wifes ear rnigs we real foggy whe they suppose to be done.. We finnaly took them to fred meyer and were done like they were suppose to be... Zales never again!

We purchased an engagement/wedding ring from Zales in Tulsa in May of '08 the sale went very smoothly, not pushy, etc. The original price of the ring was approx $5000, marked down to $2500 with additional % off savings beyond that - this should have been my first clue! Luckily I purchased the lifetime service policy for approx $130. On receipt of it being sized, I noticed one of the small diamonds was not present (they apparently didn't notice or thought I wouldn't) therefore it was sent back for an additional 2 weeks - so, I buy a ring, and am immediately without it for 4 weeks. It was due to be checked in Nov, which it was - not much checking, just a quick look and told it was fine and my receipt marked that I'd been in. Two weeks later, in December, I look down to see an enormous hole where one of the large diamonds had been. When taking it back it, I was surprised how indifferent they were to having to replace a 1/2 caret diamond. It was promised back in 2 weeks, it's now been 3 weeks and they tell me they are just now getting repairs back that should have been back 4 weeks ago - Lovely! I've already told them I will have it checked with a diamond tester upon it's return. Plus now I'm hearing they could easily go out of business this year - possibly from the crummy customer service? And replacing diamonds? I wish I could just get our money back and I'd go elsewhere!

On the 9th of December I ordered a ring for my wife off of the Zales website. It was a special order ring and said that it could take up to three week to deliver. On the 24th I received a email with a 15% discount and a message that they were sorry but it would not make it by Christmas. I understood and was grateful for the discount. It was Christmas and business was busy. Three weeks would put the delivery around the 30th. On the 30th I called and was told that they have no way of looking up delivery status on my order because it was a special order and subcontracted out to a jewelry maker. They said that they would put in a request for the status to the subcontractor and should hear back in a few days. On the 6th of Jan, with still no contact from Zales I called again and was told the same thing. I asked to speak with a manager and they said that they would personally email the subcontractor and call me back in 24 to 48 hrs. I repeated this all again on the 12th and 20th. I finally had enough and canceled the order. I know it is not as bad as some of the other stories but how can a company not know what the status of a order is? I know have to go out and find another anniversary gift that is a month late!

What kind of a Zale Store Manager who will put her own employee down and bully them at the same time. I witness in many occassion and instances an employee in Zale is being bullied by his and her own Zale Store Manager. I can't believe how the Zale Store Manager bully her own employees. Also; what kind of Zale Store Manager who come to work late and leave early before her schedule end. Who also the first one who go to lunch and stay for lunch for hours. I am very disappointed! Imagine I waited for this Zale Store Manager to take care my refund but she was in Nordstrom Cafe for along time eating and enjoying chatting and bragging how she would fired her employees as she just do not like them personally. I bought a ring from the Zale Store Manager which she charges my credit card twice. When I called the Zale Store Manager about my credit card being charges twice, all she can do is just come to the store and will refund you by voiding the transaction then she just hang-up without letting me know when. This Zale Store Manager is grumpy and have a very nasty attitude. She is more busy gossiping about her employees than helping them which make me sick as every time I come to the Zale Store all she do is complain how unhappy she is with her all employees. No Zale Store Manager who is in the right mind and who has a proper training who will put down her own employees. I recommend for Zale Corporation Management to help this Zale Store Manager in Pentagon City Mall
to train this Zale Store Manager as she is lacking a lot of customer service training as she do not know how to talk to people specially to her own employees and loyal Zale customer.

I was approach by zale sale employee using her zale employee discount just to get a sale.
I feel very uncomfortable and feel very disapointed because I have never been offered
By any sale lady in any sort of establishment before. I thought the african zale sale lady
Is crazy. But when she said she can give me her zale employee discount I thought it was
Unusual. I think this is a bad business in zale corporation if they allow these kind of
Fraud activities by their zale employee. Is this a common practice just to get a sale?
Not that I do not mind accepting it but I just feel aweful.

Zale Store Manager Pentagon City Mall Virginia witness bullying and harassing employee Pakistan in front of many customer. I am amazed how the Zale Store Manager embarass her own employee in front of the customer. I am shopping at Zale Jewelry store looking for an engagement ring and all of the sudden; the Zale Store Manager throw her tantrums as she claim she is pregnant and could not help to be upset as her employee named Tony is stupid and damn and could not comprehend English. I thought that was very cruel on her part to discuss her problem to us customer. Then she proceeded in telling us customer how her employee beat each other up that made her feel very upset all the time and another Asian Lady employee who is interested on her husband. Zale Store Manager claim she does not want any foreigner works in her store. As she despite foreigner who came to America who does not know English at all. I was insulted because I am also a foreigner from Burma. From now on; I wont shop at Zale Jewelry Store in Pentagon City Mall as the Zale store Manager is very nasty and prejudice.

Went to zale jewelry store pentagon city mall to purchase a diamond ring and talk to an old asian sale rep. And promise that I will be back to purchase it with my fiancee. The next day I came back to zale jewelry store with my fiancee and unfortunately the asian sale rep. Doesn't work. So I end up talking to another a new hire sale rep. And because the new hire sale rep. Could not give me the exact amount of discount she ask me to wait as the zale store manager still at lunch in nordstrom cafe. I waited for over an hour still the zale store manager at lunch. So me and my fiancee decided to browse around the mall. For over four hours later we came back to the zale jewelry store and the zale store manager can only say, she enjoy talking to the helzeberg jewelry manager and forget the time, no apology in her part. Then store manager says, well you should have not waited that long. Then she proceed in ringing the ring to the cash register without asking me the price of the diamond ring. When I told the zale store manager that I was given a discount by an older asian lady sale rep. All the zale store manager say is that the zale store sale asian lady do not know what she talking about. Then she she said; look if you do not want this ring, let me know your holding my time as there more customer out there who need my help. Not realizing I waited for her for four hours. I feel bad and I promise myself not to there anymore as the customer service is suck and very nasty specially the attitude of the zale store manager.

My husband and I went to zales to purchase rings for our wedding. We ordered our rings and they took our sizes and they switched the sizes. My husbands ring came back a size 6 and my ring was sized to 8. This was done one month before we got married. I had to return the rings to have them resized. The sales clerk was snotty to me and it was their fault the rings were sized incorrectly.

We received a Zales card. The agreement with the card was 12 months no interest. We paid every month faithfully. Not one time we were ever late. Until the last payment. It arrived at Zales one day late. So now they have decided to add 29.00 late fee to the already paid balance. We owe them nothing on the balance.

Now just a 29.00 late fee for one day being late.