Zale Jewelers / Zales.com
Reviews and Complaints

This is in response to your concern about your ring's color--if it was white gold (which I'm guessing it was), it is normal for it to lose its white color over time. "White" gold is not really white--it actually has a yellowish cast to it, like the one you describe. White gold jewelry is usually plated with a substance called rhodium to give the metal its white hue. It will need to be replated every so often to keep its white color. As for the rest of your complaints, sorry I can't help you, but I hope everything turned out all right.

I'm sorry you had such a bad experience. You should have returned the ring after you started to experience those problems. It is definitely not ok that all this happened to you. But it is also your job as a consumer to watch out for yourself and not let people talk you into something you don't like. If you didn't like their ideas and suggestions for your ring, you should have left that store and gone elsewhere. It is their job to try to make you happy so that you buy, not only that ring, but lots of other things from them. But, under no circumstance, did they hold a gun to your head and make you sign that reciept and buy the ring from them. It is not the salesperson's fault that some people let themselves get talked into buying something, they are there to make money!

i purchased my fiance weddindg ring on a friday only to be promised that it will be back by wednesday... Our wedding is Friday...I called to check on my ring (on Wednesday because no one tried to contact me to let me know anything)...Only to be told it wont be back till friday..the day of my wedding? i couldve went elsewhere if id known what a big inconvenience they have caused...i will never shop with them again!

I agreed.they suck.i ordered a watch from the web, it said only takes 1-3 business days to ship, then I waited 3 days there is no email about the new update. So I go ahead call and cancel my order. The rep. Said they can't cancel my order for sure because it's been verfied?really? If the product has not shipped yet, why can't u cancel?its a joke.so she put a note for me to the sales department, then they did take the pending charge off my CC without saying anything to me. I'm glad because I thought its all over.but a week later they sent my the email with tracking number said my order has shipped? WTF?i called to customer service to complaint, that guy just kept saying he's sorry and it's my fault to spent money on something else if ur cc goona go over?really? f*** that, now just wondering if they gonna charge my CCDor the second time after they authorized to cancel the charge on my CC!will not shop at zales anymore in my life

What else do you expect her to say? Do you honestly think that it was her decision to change the repair process? This is a chain with over 700 locations and the managers are just glorified salespeople. To focus your frustration on her is WRONG! If you are that indignant then call their home office in Irving, TX. The # is [protected].

Its just going to get worse at Zales, My family has been shopping at the same Zales store for 15 years. And yes they at times have some really stupid people working there. But the jeweler/goldsmith has been incredible and we have gone there many times just because of him. He has done custom rings for us in the past, as well as years of repair work. Now Zales has made the decision to start sending all there customers jewelry out of state to huge 24 hour a day repair houses. They dont care anything about quality anymore. All Zales wants is to get their ring sized for next to nothing ! Now they tell me it will take 3 WEEKS for a ring to be sized or just to have my white gold ring repolished and rhodiumed. 3 WEEKS can you believe that? weve never waited more than 3 or 4 days! How do they think that will work when I can go to any other mall store and get it done fast. ? Now think about your ring, its going to be boxed up with tons of other peoples stuff, mailed out and sent somewhere else to be just one of thousands instead of your one and only. Or what if you buy a gift, give your loved one a beautiful ring...then have to take it away for a month just to get sized! And then hope its the correct size. I told the manager that we have to take or business to another store with a local jeweler. Her response was "oh well, thanks for our previous business" then she turned and walked away. Can you say "customer service"

Since they adopt the policy of sending out merchandise this has been bad very bad

You mean "the sales people who work there are not good" :).

I brought a 1 carat zales signature princess cut diamond ring from zales about 2 yrs ago. When I brought it there was a small cut in the diamond and I told the sales agent about it, they say that's how diamond suppose to be and I believe them it was my first time shopping for diamond. After a year later, it was visible to see it was a cut. I brought back to the zales store and they say they will replace it. It took them 1 month to replace my diamond, when I recieved my diamond they didn't have the certified card with it. They told me the corporate will mail it to them. Now, it has been two months later, I haven't heard nothing from them. I called them once every two week to found out, guess what the manager said, they e-mail the corporate and they haven't gave them a respond back and it has been going on and on, the same excuse every time I called them. From now on, whoever lived in Richmond, California, please do not shop at zales in hilltop. The sales people who works there is not good.

yes..they say something and do something...i even experienced horrible service...we cant do anything except listen to their options given to us

My brother and his fiance ordered their wedding bands 2 1/2 months in advance. They planned on having them engraved before the wedding. Zales ordered the wrong bands! So, they had to not only get married with the wrong wedding bands, but now they have to turn them in and wait for the right ones to come in. That is just bull! On what was supposed to be one of the most memorable days of their lives, they had to deal with the extreme disappointment of being unable to get married with the bands that they will wear for the rest of their lives.

the same thing happened to me...when i gave my ring to be resized they changed the diamond and gave me back...i challenged them about the exchange and i was right...number encrypted on the diamond and the certificate didnot match...the regional manager accepted the mistake and promised me to give a good quality ring but all their promises are meant to be broken...after all the stress and time spent after months they gave me another option to take back my money...thats it they are not going to do anything...

Purchased 5 persona charms online on 5/14, advertise to ship 2-3 days. I received 4 out of 5 on 5/25 (9 days later) called Zales 3x's since 5/25 to get info on the missing charm. As of today 6/7 I still don't have an answer. I don't think I'll ever order online from Sales again

It's been over 16 days and I have had my payment that I spent online. I went to a Zales outlet and they shipped them back from where they were shipped from and I know for a fact it's arrived. I want my money back!

Item ordered: 20125097CREDIT CARD ZALES- # [protected]
I need a refund, I did'nt receive de merchandise. Please call me in spanish al [protected].

Good Morning:

ITEM ORDERED: [protected]
CREDIT CARD ZALES- # [protected]

I am trying to reach you at [protected] a month ago without success. The situation is that on February 27, 2018 I made a purchase with the credit card of Zales number [protected], for its online, the order number was [protected], with a total to be paid from $ 1, 003.49. On March 1, 2018, when I tracked the UPS package with the tracking number: 1Z301FW51201310757, they indicated that the package could not be delivered to the PO Box indicating shipping address, so on March 8, I decided to call them to you and redo the order, as it urged me for a birthday gift in the month of March. I reissued the order with the number [protected] with a total to pay of $ 995.13 and the person who attended me, told me they would make a refund in a month and this order if it was received, but the month passed and I did not receive any refund. I contacted Comenity Capital Bank (Zales Credit Card) and they opened a claim to me and their response received on the 30th was that the order and transaction claimed had no details and that I had to communicate with you directly to the Zales Jewelers phone number previously. So I did it and Mrs. Emperor opened the ticket# 875918, indicating that it was going to be resolved and they would give me the refund in a month. When I saw the month flight to call and very gently, Mr. Alfredo Miranda answered me and opened ticket # 931594, indicating the same thing. As of August 17, 2018, the charge for the initial order continues to appear on my Zales Credit Card, which I never received and for which I decided to do it again and I continue trying to communicate with you through telephone calls, without success any. For what I urgently request, please contact me, as I wish to correct the error and make me the corresponding refund and my credit will not be affected, which has always been one of excellence and many years of customer service. I will be grateful if the person who calls me AT [protected], speaks Spanish, since I do not speak another language and this communication was translated into a Google translator.

In urgent expectation I am staying, otherwise I will have to resort to the Consumer Department of my country to help me with my claim.

Thank you for your attention,

Belkys M. Montelara Burgos

where will you take your warranty? The butcher?

I am pretty sure that Zale's has a policy about NOT greeting people. When I walk into Subway, I always hear a "welcome to Subway" from behind the counter. When I walk into another jewler at the mall on a busy day, like Kay's or Benchmark, I usually don't get service right away, but the employees at least make eye contact and let me know they will be with me as soon as possible. That makes me feel welcome and comfortable. I walk in to Zales, and unless there have been NO other customers in the store, I have NEVER been greeted. I find this policy not only disrespectful, but rude enough to loose my business. I also noticed that when I was being helped on a weeknight (when for a long time I was the only customer in the store) the other customers weren't greeted for who knows how long!

On the night we purchased my fiance's ring, I had been in the store earlier and I asked him to come to try on the ring. I waited for him sitting outside the store on a bench. When we returned, one associate was helping a lady try on a ring, the other was showing a couple how to use the internet kiosk. I waited patiently for about 5 minutes, and the guy at the kiosk was just standing there, looking over the shoulders of the customers who were looking at the Zale's website. I asked if he could get the ring out that I liked. He refused, stating that he had other customers. I thought maybe it was a theft prevention measure. So we waited another 15 minutes until the lady who was trying on the ring left. I was annoyed, but I liked the person who helped us, so I let it go. We tried on the ring and purchased.

Since then, I've been in that store and other stores WITHOUT being serviced. I feel like an introuder. The associates avoid eye contact because they are with another customer and don't recognize my presence.

But what got me the most, was yesterday there was a FedEx guy waiting patiently. They made him stand there for at least 20 minutes. I walked the store twice, tried to make eye contact with the salesmen, and sent three text messages, answered a call, made dinner plans for 40 minutes from then, and continued to wait. I wanted to buy a necklace I had been eying, but after not getting any service, I left, and continued down the mall. About 15 minutes later, I was walking by the store again, I considered going in, but there were two families with children and I didn't want to keep my date waiting. I thought about how I'd wasted a trip to this mall specifically for the necklace and how the FedEx guy must feel. That guy was on the clock, he gets a performance review on how quickly and effectively he delivers the packages, and the employees at Zales made him wait !

Does Zale's really think their customers are so vain they will no purchase if the employee behind the counter acknowledges another customer?

Shop somewhere else if you want customer service. If you're a price shopper, save yourself the trip, purchase online.

I am doing to same thing as we speak...I will follow up on my situation in a few days.

My fiancee purchased a beautiful ring at a zales outlet. We got the warranty, and when the center stone chipped after I fell down the stairs, breaking my wrist, we brought it back. That was June 28th, 2008. I was told it would be a month before I received my ring back, which I thought was preposterous. I've played phone tag with the store, corporate, the "custsomer service" people, all to no avail. Now I've been told that my ring won't be back until after I get married. They gave me a "spare" but the stone quality is junk and I want to be married with the ring I was proposed to with. They've had it for eight weeks to change one stone.

Horrid service...do yourself a favor and shop elsewhere.

K

I had my earrings 1000$ for one hour broke fell apart before I left the store parking lot and face of diamond fell off. Zakes refused to us the warranty I bought for lost stolen or damaged jewelry that cost 169$ This company sold me two pairs of diamonnd earrings in 3 weeks that broke and I never got a replacement or repair on the other Set. This company had poor made jewelry amd over priced jewelry. They insurance is a scam they sell ot it's worth nothing. I will never buy from them again. spent 2700$ in four days there and they refused to do anything about it and lied to me telling me it was corporate that had to fixed it. Corporate told me it was the stores decision. Elizabeth town Zales manager is the worst public relations and caring person I have ever met, closed my thousands of dollars worth of account and returned all their junk jewelry for not even trying to help with their defective earrings they sold me.

I have my Lifetime Diamond Commitment Record Card and I just recently noticed that though have signatures for the first two inspections on the record card, there are not any inspection numbers entered. Is this a code that changes with each inspection? I recently moved from WA to CA so I am longer near the location where the inspections were done, and the nearest Zale's that I have been able to find is nearly 2 hours away. When I called the said "just come in and we will see if we can help you" but after seeing all the negative posts online about how they tried to "void" out the warranty, I am afraid that i might just drive 2 hours for a disappointing outcome.

I purchased from Gordon's on line for in store pick up. They sent a 10K gold ring, when I ordered and paid for a 14k gold ring. When I called on line Gordon's they wanted to refund my money, but refused to replace it with the ring I ordered for the same price.
I think someone put the wrong ring on sale on the website, now they are trying to give everyone a cheaper ring, hoping they won't notice.
I told the people in the store, that is not the ring I ordered and they said it was.
I went to Zales and saw the ring I ordered.
Gordon's on line will rip you off. Be extremely careful. I hope both stores go out of business.

I have 4 pieces of jewelry from Gordons with Diamond warranties. Gordons went out of business in my area and I was told to go to Zales to keep my warranty going. I then had to drive 40 miles out of the way to get there. Now the Zales left that mall I was going and I now have to drive 60 miles to get my jewelry checked. Is Zales going out of business everywhere? We paid alot of money for this service and I may not be able to use it. We would have NEVER agreed to it or bought from these stores if we knew they would be so far away. Bad business equals unhappy customers. We will never buy from this chain again.

I worked at the Zales you are talking about during that time. Your story doesn't add up to me...sorry.

First of all, the Diamond Bond (if the diamond chips, falls out, or cracks) is free. Second of all, if your fiance purchased a warranty for your ring (which would cover sizing, rhodium dipping, and prong work) there is NO WAY that your warranty was $280 - unless your ring costed around $15, 000.

Second of all, if you just took your ring in to be cleaned no one would tell you that your ring needed to be sent out and wouldn't be back for 6 weeks. If there were missing diamonds at that time, yes, it would need to be sent to the diamond bond center (the place that replaces cracked/missing/chipped diamonds) but if something was just loose it would have been sent to the local jeweler and back within the week - or less.

As the person above mentioned it is in your diamnd bond paperwork that you cannot get work done elsewhere.

I also find it hard to believe that one of the guys there laughed in your face and said "you're kidding, right?!" There were only two guys working there then and one was the manager who bent over backwards to make everyone happy and another guy who did the same.

There was an unwritten "rule" at that store, too. If someone had that many problems with a ring that was just purchased a new one was ordered because there should never be that many problems right off the bat with a ring.

Sorry if I sound like a complete [censor] but I worked there full time for quite a while. The manager made sure no one had a bad experience there and if you had been in several times and was unhappy he would have known about it and fixed it.

While I feel that the poor workmanship and the way they handled it was wrong, they do, in deed, have a notice on their inspection record sheet that they give you when you purchase your diamond jewelry that you can't take your jewelry for repairs at another jeweler. My copy in front of me states "Your first inspection is six months following the month of your purchase as outlined below. If your jewelry is not inspected at Zales semiannually as outlined below, (HERE'S THE IMPORTANT PART -->) or if repairs are not done by Zales, this warranty will be voided".
So I do apologize for the inconvenience you suffered, but it is there, clearly, in black and white.

Allow me to start by asking if you had your ring sized? If you did depending on the type of ring the jewler should have oblonged the ring, sometimes if they dont do that and size the ring smaller the diamonds tend to get loose and fall out, may jewlers do not know this. Secondly NO where in the Zales Diamond Bond Warranty does it state that you must take it to a Zales contracted jewler, and since I am a Zales employee I should know this. We always let our clients know that the only thing that they need to make sure of when they sending an item in for repair is that they have it diamond inspected when leaving it off and picking it up. You should ask to speak to the manager at the store and see what he or she can do for you, if they fail to help you ask for the reginal managers name and talk to them. I appoligize on behalf of the corporation but please know that not all Zales have staff thattraet their customers in that manner.

Wow! I had a ring all picked out and told my husband about it so he could buy it. Now after reading all this, NO WAY! This may sound crazy, too, but I found a GORGEOUS ring at WalMart (their guarantee is no better/worse than Zales) and for the money I think I will buy that ring! It's always a chance you take buying anything so I may as well save a few bucks and do it at WalMart. Thanks for the info, guys!

I learned that diamonds used to be really expensive, but then diamond mines were discovered in South Africa in the late 1800s and prices plummeted. Thus was the De Beers Group formed as a cartel to bolster prices.

De Beers has been an extremely effective cartel. Diamonds would probably sell for only a fraction of their current prices where it not for a combination of restriction of supply and a marketing campaign to increase demand.

The tradition of the diamond engagement ring is a bogus one. It's a tradition that De Beers invented in the 1930s. De Beers spent big money on marketing, and worked with Hollywood to place diamonds in romance movies.

The retail price of diamonds is two to three times the wholesale price, which in turn is quite a bit higher than what you would get paid if you wanted to sell back your diamond. And probably the wholesale price is several times higher than what it would be without a cartel to prop up the prices. (De Beers has successfully convinced people not to sell back their diamonds with its "diamonds are forever" campaign--if people sold back their diamonds instead of keeping them as family heirlooms, this would put downard pressure on prices.)

Who decided that a man should spend two to three months of his salary on an engagement ring? De Beers. If only all the men of the world would unite and agree not to pay so much, we would all be better off.

How sad is it.. that I am looking to replace my ring.. because I have had all my stones fall out too . I have gone to Zales several times.. emailed, , ect.. and they said that they a new jeweler.. My band.. I had custom made band.. I went back to them.. and they said.. I shouldn't have selected that band.. that anything custom is sketchy.. so my question is.. why DO WE PAY MORE FOR CUSTOM THEN? I just got married and three times people have asked to look at my ring.. and how awesome.. that either.. A new stone is missing, or I have to say.. oh well i don't have it right now.. Zales is fixing it again.. NEVER SHOP at Zales! IT has added so much stress to my husband and I!

hi i was just browsing for a ring for girlfriend and i was just curious to read your story... am like this ... rings are man /women made right? parts can break but its how & what the company does to fix the problem and with sincerity... and if they dont show compassion towards there valued customers thats when there showing that they are getting too big to kiss a@ss . so now i feel that im taking my buisness elese where... thanks for saving others n i time and our hard earned money... Konz from BROOKLYN NY

I COULDN'T AGREE WITH YOU MORE. I GOT ME RING ON FEB. 14, 2009; AND ONE WEEK AFTER I HAD IT SIZED ONE OF MY DIAMONDS FELL OUT. I JUST GOT IT BACK ON APRIL 2, 2009. TODAY IS APRIL 8, 2009 AND THE SAME DIAMOND HAS FALLEN OUT YET AGAIN. THEY PULLED THE SAME DAMN YOU HAVE INSURANCE SCAM ON MY FIANCE' AND I. WHAT CAN WE DO IN A SITUATION LIKE THIS?

You need to write out your entire situation including all the facts you know. Then in the letter write the resolution you are seeking. Send a copy to the Better Buisness Bureau and one to their corporate office. Address will be found on BBB.com.

The same thing what happened to me? I bought an engagement ring in Zale Pentagon City Mall, they loose my ring after sending it to resize the ring. The zale employee could not find it then they look all over the store still could not find it.
Then after a day or two they find it; the Zale Store Manager was wearing it for the weekend and forgot to return it.
Then by the time I pick it up the Zale Store Manager all she could say is that oh, I forgot to return it. How sad is that?

It sadden me that the Zale Corporation do not investigate these kind of behavior of there Zale Employee. Just like when I was shopping at Zale Pentagon City mall, the Zale Store Manager in Pentagon City Mall is bragging how she found a loose diamond inside her store premises but yet claim the Zale Corporation do not owned it as they do not sale a loose diamond. How add is that and what is the add of finding a loose diamond inside your own store? Then the Zale Store Manager continue to brag how she keeps the loose diamond then she start talking how bad her Zale Employees specially the Pakistani how lazy he is? And the Filipino Zale Employee wanted her husband and her Afro-American Zale Employee beat another Zale Employee. Truly; who cares about there problem at work, I just want to shop. What kind of Zale Store Manager she is? All she talked about is how bad her Zale employees are? Then she continues telling us she going to fired two employee. This is bad business all she talked about is she is very unhappy with her Zale employee. I think she need help! All I want to do is choice the ring I want but continues to open her big mouth so I left.

They are the worst company ever. Don't call the customer service line, they will tell you they will call you back and never do.

I would rather talk to the ###s at microsoft. They don't speak english, but get the problem resolved.

It had only been about 3 weeks since the purchase and you called customer service 9 times? Most refunds take up to 30 days. They cannot process a return on a giftcard anyway. Even if they send a check, that takes up to 4 weeks to get sent out. You could have also gone into any Zales, or Gordons store to make the return.

Just an FYI--white gold is always plated with a substance called rhodium, to give it its "white" color. White gold actually has a yellowish cast to it, and will need to be replated every so often to keep its color.

I never have to face such problems but I generally shop through Zales, Diamond.com, Ice.com like stores through CouponAlbum site (http://www.couponalbum.com) along with coupons.

I agree with your complaint but just so you are aware of it, Citibank owns Zales credit.Zales Jewelers itself had nothing to do with all the paper you were getting.Zales has not owned its own credit in many years.
I know this because I have worked for them for 30 years and I apologize to you for all the hassles you went through.