Zale Jewelers / Zales.com review: bad customer service and repair 105

My fiance bought my engagement ring in July 2011. He proposed mid July while we were on a two weeks vacation. I love the ring, but after looking at it closely it does not seem to be a perfect square. The ring has a princess cut diamond that is surrounded by round diamonds, but others around me convinced me that my eyes were playing a trick on me. So, I let it go and went on loving my ring.
During the two weeks vacation, I barely wore the ring since we were in the ocean and it was not correctly sized yet (didn't want it slipping off!) I wore it only out to dinners and around the house. At the end of the two weeks when we get home, I notice there is a crack in the band--where it looks like one of those cracker jack box adjustable prize rings! I took it back to Zales and the gentleman tells me that it sometimes happens when a ring is re-sized and that its a quick fix. Then he sees the purchase date on the receipt and is in shock that it happened already. Well which is it?... Is it common that it happens or shocking that it did?! They did get my ring back to me my the promise date.
Fast forward 7 months and I am in a different jewelry store; they offer to clean my ring for me while I shop around. The lady there comes up to me and says she can not clean my ring because there are two loose stones on the band and the center/surrounding diamonds are crooked and not a perfect square. They did not want to chance ruining my ring. Well, I was in a mall and marched right over to Zales to address these issues. The SAME gentleman that helped me before (and inspected my ring the month prior) told me there were not loose diamonds and that if the ring was not a perfect square it was because of the mold that the jeweler used. He then tells me it is only noticeable if you really examine the ring and to not worry about it! At this point I am livid, I have a ring that cracked within the first month and that was not made properly. He said he would send it back to the jeweler and he could either file down the part that is making it look off, but that would make it weaker, or they would build up the other sides to make it look even which would make it look bulky.
We have the warranty where you can exchange but have to purchase something twice as much, but why would we want to buy a ring twice the price if the original ring is so poorly.
My ring is currently with the jeweler and they wouldn't give me the promise date for return...I am so nervous to see what I get back :(

AGREED! My fiancee proposed in December and I have had my ring in twice because stones fell out of the top and the side. Our wedding is in October of this year, 4 months away! and my ring has been in the shop more than it's been on my finger before it even made it to the first inspection. If it happens again I'm insisting on a replacement or a refund. I'm not exactly playing hockey with the thing on. It is normal day to day wear. My fiancee feels terrible because he thinks he bought me a crappy ring. The ring is beautiful but the craftmanship is total crap. Guys do not buy your rings there! I will never buy anything from them again.

My ring went in to have a new setting and cleaning done and when I went in to pick it up three weeks later I couldn't believe what I saw. My ring was completely polished so much that it took the inlaying out and now my ring is oval instead of round. They cut out the inside of the gold that is around the inside of my finger so now my wide band ring is a thin band ring, cute huh. They basically destroyed my $3500.00 wedding ring which by the way was originally purchased by them. Oh ya I too had to had a new setting because I almost lost my diamond. I will never ever go there or buy anything from them again.

I was on a two year, no interest, payment plan for the wedding rings I had purchased. On June 5, 2012 my balance for the rings was a little over $300 dollars. Come August 6 2012, the balance had sky rocketed to $1, 024.63. I called costumer service and was told that the full balance had to be paid within two years or the accumulated interest would be charged to my account. I explained that it was simply a miss understanding and if we could just negotiate a deal that would bring down the balance, I would be more than happy to pay the remaining balance in full. To my dismay the customer service representative politely told me there was nothing he could do. I then asked to speak with a manager. Five minutes later a female manager picked up the line. I explained the situation to her and asked for help to resolve the matter. The manager responded in a rude and disrespectful tone (as if I was wasting her time) that this was my fault, there was nothing she could do, and I would have to pay the full amount. I was embarrassed. I then asked this horrible woman if she thought it was fair that a loyal costumer of two years who has never missed a payment should have to pay this outrageous price without any kind of help what so ever. She simply responded “yes it is”. There are no words to explain how horrible your costumer service made me feel. That same day I paid the full amount at my local Zales store. The only good side to this story is I have wiped my hands clean of ever having to deal with you again. Today, social media is an enormous tool for a consumer to spread information about unfair practices made by merchandise companies. I will be sure to use this tool, to see that no friend, family member or social media follower goes to Zales for their jewelry needs, it’s just not worth it.

I took my opal ring to the Zales Outlet store in the Round Rock Outlet Mall in Round Rock Tx about two weeks ago. They called and said they could repair it and the cost wold be $125 which I thought was very fair since the ring is 40 years old.A few days later they called and said the repair person chose not to do the repairs because the gold was so fragile. They kept in constant touch with me by phone and even though they couldnt repair it they were very professional and said I might want to take it somewhere and see if it could be repaired.I got the ring back with no expense on my part. The store and people I dealt with were very nice and very professional. I was of course disappointed it couldnt be repaired but they were honest with me. I had no problems with this store or store personnel. I would recomend shopping there

Wish my bf and I read these reviews before he purchased my ring. He spent $1300.00 on a Diamond Ring. I took the ring back to the store to be resized. The ring that I got back was not the same. Some of the Diamonds were gray and not of equal size. The welght of the ring was even different and it was hollow. My bf advised the employee the ring is not the one he had purchased. He poionted out the color of the diamonds which she stated it was probably from the hand lotions and the cleaning. I only wore the ring at most 3 tilmes. I keep it in my safe in its box. When he attempted to get his money back she told him there is nothing they can do. I will never buy anything from zales again and I will tell all my friends and family not to buy anything from Zales . Maybe everyone who has had problems with Zales should let there local newspapers know the tyhpe of treatment we all have received at the hands of Zales. My rilng was purchased at the Zales Store at the Monmouth MALL in Eatontown, NJ.

Do not shop at Zale's. Worst customer service ever! They double charged my account and have still not refunded my money. Zales should change there name to ###s.

the song is TERRIBLY ANNOYING!

zales sucks. i purchased a ring for my wife for v-day for a total of 1228.99, very poor service and not to write anovle about it, allthough i could, i returned it 2- days later o the 15th. and they said the 139.00 warranty was not refundable. so without getting myself in trouble i left and went a few doors down and purchased a new ring for here. to sum it up i have only been credited back 1089.99, and i dont expect them to credit 139.00. but i am going to the store and raise hell with them like they have never seen

Zales is poor quality as are their employees, store managers and customer service becuase they are incompetent and have no pride. I will never purchase anything from Zales or have them do anything to any piece of jewlery I own. Zales is a joke, unprofessional and cheap. They lie, fail to provide quality in their jewlery and efforts to "fix" any jewlery. Zales needs to shut their doors because they are horrible and should not be in business.

Zales is awful! Back in December 2013 I brought a watch into the Zales Dulles Town Center location in Sterling, Virginia to have the battery replaced. I paid $15.00 to send it in to be evaluated. I signed and authorized the insurance claim should the watch be lost and listed the value at $100 (unfortunately I've now discovered that it was worth far more). Over a month later I call in asking what happened to my watch. After some phone calls I find out that it has been evaluated and would cost over $400 to fix it. There was no way I was going to pay that so I asked them to send it back to me in Arizona where I wanted to pick it up. Several more weeks pass with no contact from Zales so I call customer service to get some answers. The woman on the phone said they couldn't find where the watch was but that I would get a call when they found it. I ask for a refund of the $15 and she says that it would be mailed to me. The confirmation number for that refund is 545859. Another month passes with no communication from Zales, or my $15.00 refund. I call back in April asking again where my watch is and the clerk at the Dulles location tells me the watch had been picked up from their store. I explain that that is impossible because I had since moved to Arizona and had even requested months ago to have it sent to Arizona. I ask to discuss the matter with the manager, Kate, and am told she would call me back when she was next in the store. After playing phone tag I finally find out from Kate what her explanation is. She claims that their computer system registers that the watch was picked up but there is no signature for the pickup. At this point I am more than furious. I then request to be reimbursed for my watch and she says she will start working on that process. It has been nearly 3 weeks since she started the insurance claim process and she is still waiting for "higher up's" to approve the request. There is something fundamentally wrong with the setup of Zales - communication between customer, representative and even among representatives themselves is painstakingly slow, muddled, and often erroneous or non-existant!

me and my wife r having same problem, i don t even have energy to complain, they lied to me and the rings have been in repair in progress, was suppose to have ring before thanksgiving, notta, if I knew they would lie I would have just waited until black fri and got them all 1/2 price wow what a rip off

u know after reading all this and relating it to my own case, lied to didn't get them when promised, and lied about the price compare to black fri, i was straight up ripped off, i could have waided until black fri and got 1/2 off on all of them, after all I didn't get before thanksgiving as promised, what person would pay full price to get them before thanksgiving if they wasn't going to get them, now I have to also worry how long before dimonds fall out, whoo what a lesson learnt

My boyfriend and I went into our local Zales to look for an engagement ring. We're young and expecting our first baby. We explained our budget to the sales lady who obviously didn't listen. The first ring she had me try on was 4 times our budget. I tried on another ring that was closer to our budget but with the tax and $120 warranty it was still over our budget. The salesperson was trying to push rings on us that we couldn't afford, then offered us an application for credit. We told her that if we couldn't pay cash we didn't want the ring. It was only when we were about to leave that she finally showed us rings in our budget. i was told it would take 2 weeks to size my ring, so my boyfriend planned a proposal for Thanksgiving since we would be surrounded by family. Well its been a month now and no ring. Each time we call they just lie and give another date then that date rolls around, we call again, still no ring

This same situation happened to me and I am not sure what to do. Zales sold me a believed to be real diamond ring on a white gold band. We later found out over 3 months later that it was a fake diamond in a silver band. Now zales is being uncooperative and I am unsure of what to do. My wife is embarrassed and I feel like I got ripped off. They completely lied to me and the ring was advertised as a genuine diamond on a white gold band.

OMG! I wish i would've read all these reviews before i went to Zales! How is this company still in business!?!?!? My husband bought me a 1 c marquise diamond on a white gold band for an upgrade to my original wedding set, which was yellow gold. So i brought my new and original set into Zales to have them make me a white gold band that has 2 of my original diamonds put onto it, have the two new rings soldered together and have the size changed. Now, I was already irritated at the cost they quoted me. So i said i didn't want it. They called me back and said if I opened a Zales account then they would take 25% off, which i felt was more reasonable. So, TWO MONTHS later my ring finally comes back. I have no idea what its gonna look like, because i never saw a picture, the jeweler never asked if that was what i wanted or anything, and when it arrives, my new band is yellow gold! What kind of jeweler would wanted a yellow gold band to go with my white gold one!?!? It looked ridiculous. But what does the salesman say to me? He tells me that now i could wear yellow gold earrings or a bracelet and my set would coordinate with my rings! OMG! Then he says, well we can just dip the yellow gold in white gold coating. I flipped out! I told him under no circumstances do i want that ring and to send it back! So, now i wait another month (this is now 3 months without my rings), and when it comes in the salesman says he wants to send it back for an "adjustment", because he has high standards and wants my ring perfect. I said what kind of "adjustment"? He tells me that a diamond was crooked. WTF? Any jeweler that takes any pride in custom made jewelry would NEVER make a ring with a crooked diamond. I am so disgusted. I finally got my rings. Yes they are beautiful because my diamonds are beautiful. But if the jeweler would've consulted with me on a style that we agreed on i would've had a couple of things done differently. I will never recommend Zales for custom made jewelry to anyone!thiwwanted a yellow gold band to go with my white gold one!?!? It looked ridiculous. But what does the salesman say to me? He tells me that now i could wear yellow gold earrings or a bracelet and my set would coordinate with my rings! OMG! Then he says, well we can just dip the yellow gold in white gold coating. I flipped out! I told him under no circumstances do i want that ring and to send it back! So, now i wait another month (this is now 3 months without my rings), and when it comes in the salesman says he wants to send it back for an "adjustment", because he has high standards and wants my ring perfect. I said what kind of "adjustment"? He tells me that a diamond was crooked. WTF? Any jeweler that takes any pride in custom made jewelry would NEVER make a ring with a crooked diamond. I am so disgusted. I finally got my rings. Yes they are beautiful because my diamonds are beautiful. But if the jeweler would've consulted with me on a style that we agreed on i would've had a couple of things done differently. I will never recommend Zales for custom made jewelry to anyone!ted a yellow gold band to go with my white gold one!?!? It looked ridiculous. But what does the salesman say to me? He tells me that now i could wear yellow gold earrings or a bracelet and my set would coordinate with my rings! OMG! Then he says, well we can just dip the yellow gold in white gold coating. I flipped out! I told him under no circumstances do i want that ring and to send it back! So, now i wait another month (this is now 3 months without my rings), and when it comes in the salesman says he wants to send it back for an "adjustment", because he has high standards and wants my ring perfect. I said what kind of "adjustment"? He tells me that a diamond was crooked. WTF? Any jeweler that takes any pride in custom made jewelry would NEVER make a ring with a crooked diamond. I am so disgusted. I finally got my rings. Yes they are beautiful because my diamonds are beautiful. But if the jeweler would've consulted with me on a style that we agreed on i would've had a couple of things done differently. I will never recommend Zales for custom made jewelry to anyone!

Fiancé and I looked for rings after reading some of the complaints with sales I was a little leary about getting engagement rings from there. My fiancé purchased my engagement ring in February of 2015. He wanted to have it sized before he gave it to me but the sales person told him it wouldn't be back in time for him to give it to me. So after he gave it to me we sent it in to be sized which took almost 5 weeks! When I got it back I had only worn it two months before a stone fell out! We sent it back in and was told it would be back in two weeks but have yet to get it back and it's been 7 weeks! Now I'm questioning the quality of the ring which is a shame because I love my ring and was so happy to get it! We will not be purchasing anything else from them again! And they can take the diamond commitment plan and shove it! They will not be getting us again! Please do not buy from zales! Their jewelry is crap! And takes forever to get a repair done!

My story is the same as everyone else. My boyfriend bought me a beautiful engagement ring. I had to get it resized. that took a month. 1 diamond fell out and the lady at the store told me that she would put it as 'rushed' got my ring back month and a half later. Noticed today that my ring yet again has another diamond missing. I am so mad. I called the zales store were the lady asked me if i kept up on my diamond commitment and been getting it fixed. I told her I havent even had the ring for 6 months. its been in repair more than its been on my finger. It's upsetting because I want to wear MY ring. By time I send this out again to have a new diamond replaced ill get it back and ill have to bring it back AGAIN to have the 6 month check they do. Will I ever be able to wear my ring? Ive bought rings from pawn shops that have never once had a diamond fall out, now I go to an actual store with a warrenty I get the crappiest ring and service you could ever imagine!

Your "sizing" and repair center are a disappointment and something that needs to be repaired itself. I believe that it should be an expectation that when I bring something to you to be sized, that it should come back to me in just as perfect condition(if not better) as I brought it to you in.

I brought my engagement and wedding bands in to be sized on 10/31/16. When I was called to pick on 10/28 and happily picked them up without thinking that I needed to check the shape of the bands themselves, just that they fit. They had also been kept a few extra days because "they had felt like something was not quite right, and they wanted to make sure that they were perfect ". Two days later I had been noticing that my engagement ring felt a little odd, so I took it off and started looking at it closely and noticed that the band was shaped badly, 2 of my diamonds were dark, and the inscribed words inside had been rubbed down to completely illegible and so faint that could hardly even tell that there was even supposed to be something there. This was on Wednesday 11/30/16, 3 days before I was leaving on a trip to where our destination wedding will be in 2018. I took my engagement ring back to The Shops at Willow Bend Mall store location. They ageed to drive it over to the servicing center in Irving the next morning to be repaired. I still had to go home and check my wedding band, which other than being tried on, has never even been worn. Of course is shaped just as badly as the engagement ring and also had some discolored diamonds, so I had to drive it all the way back to the mall that night so that it could be taken back for repair as well. On Friday December 2, I was called and told that my rings were ready for pick up. So I went back to the store and found them just as badly shaped as they were in the first place. The diamonds were clear again and the inscribed words inside were redone but not very well, however they were too small now. It took me a good while to get them over my knuckle, so with any swelling of my fingers I would have not been able to get them off of my finger. This was extremely upsetting to me, I was leaving out of the country the next morning at 6am and we were having engagement pictures taken at our future wedding location. This meant no pictures with my ring in them. The store manager suggested that we just take it and wear it for the pictures. There was no way that I am traveling to Mexico and leaving my ring that is worth several thousand dollars in an unknown safe and not under my watch. Nevermind the fact that while I was there my body retained so much water due to the salt in the air that my fingers were so swollen that had I been lucky enough to get the ring on my finger, I would have most likely had to have had it cut off of my finger. End result was no engagement pictures with my ring.

After returning from our trip, I brought my rings back to the store(on 12/14) to have them once again sent off to be fixed. This time the instructions were supposedly specific about what needed to be done. Because come to find out that had not been done on the previous repair orders, the previous instructions were vague and had nothing to do with what was actually wrong with them. That upset me even more, I felt like all my time had been wasted and my concerns had not even been heard.

Today I went back to pick up my rings after calling and being assured that they were perfect. As soon as they were pulled out of the bag, I could already see that the shape was still not right. The lady showing me the rings measured the width of the bands and of course each side is a different thickness. Now, yet again they are being sent back to your servicing center to be repaired. I expressed my concerns that I have absolutely no trust in their capabilities in being able to make my rings right and that I really didn't even want that to happen. However, what other choice do I have. I am most certainly NOT going to take them somewhere else and pay money out of my pocket to fix something that is no way my fault. Especially when my fiancee paid for the warranty through Zales. With the warranty being through Zales, I am pretty certain that if I had another jeweler make repairs on them it would void your warranty. I had already had to pay $300 out of my pocket to have an appraisal completed on them just to be able to insure them. This was because you apparently do not provide an appraisal on all of your diamonds that are doldrums from your store.

While in the store today, the manager knew that I was there and was not assisting anyone, but neglected to come over and try to smooth out the issue. She knew that I was extremely upset and crying in your store. The lady helping me had gone to her several times for assistance about the issue. She chose to stand by the counter on the other side of the store so and looking the other direction. I had to go over to her on my way out of the store to inquire about what was going to be done about the situation. She just told me that they are aware of issues coming out of the servicing and repair dept and that she had even had issues with her own personal jewelry. She ensured me that she had already spoken with her district manager about it and that he was personally taking them over on Monday and was staying with them until they were fixed to make sure they were right. I find this a little perplexing, since I had been reassured on the phone that they were right this time only to get there and find out that this is not the case and the whole time that I was in the store she was not on the phone once. The only options that I have on my mind are 1). She knew that they were not right before I got there And had already spoken with the district manager about it or (2) She lied to me. If she did already know that they were not right, why wouldn't she call me and say that she inspected them again just didn't think they were right and was going to send them back? Was she just hoping that I wouldn't notice? Either way, I am extremely insulted and continuing to get more upset. It may not seem like a big deal to some people and they may not be the most expensive rings in your store, but it is a huge deal to me and they are certainly not anywhere near the cheapest rings that you sell. I only wanted to get married one time so I waited 28 years for this wonderful man to come into my life. Then I waited another 10 years for him to pop that big question. I have patiently waited for time to come to experience all of these wonderful things, and now as we are just starting to plan our big day and finally getting to experience the fun things that a bride-to-be gets to experience I am having to do it with an empty finger. I have already had to take my engagement pictures and meet my wedding planner with no ring, it is breaking my heart.

I have always heard wonderful things about Zales and I have been 100% happy with my rings(up until this point), they are absolutely beautiful and perfect for me. I just want them back to the way they were and back in my possession. I just don't know at this point what to do. I am extremely tired of being upset over this, it is really putting a dark clouds over planning the most exciting event of my life. I just want it made right.

I am extremely unhappy with them!I took my 3 carat diamond ring in to have the prongs rebuilt and wanted insurance on it.The day after this was "done" My diamond fell out and I called them to get it replaced and they never put any insurance on it and all they did was air press it!It was an inherited ring and could never afford to buy one but now I have nothing because of their service!

Zales in Eau Claire wI is really terrible. they had my wedding ring for over 2 months. no one had any answers. they acted like it was a bother to talk to me about it. When i finally got the ring back the center diamond was not the same diamond. I told them to fix it. They showed me all these lower quality diamonds! I bought a genuine mothers ring. when i took the ring in for inspection they told me i didnt buy the ring with them. there was nothing in the system showing i bought it there. a anyone who shops with zales knows when they resize a ring the shank is so thin! I told them to fix it it was bending! i was told this is all they will do with it she bent it around a ring sizer. diamond earrings one of the post was bent same thing... they bent it back by hand! took a ring i ordered off line into the store to get the protection plan. was told we can do that here u have to call a number. i did they told mme the store has to do it. and i still have no protection plan. and of course my bumb a.. ordered a mother ring for my mother. 23 days ago still havent recieved that. After spending 10 of thousands of dallors with Zales u would think they would want to keep me as a customer. There sales associates are rude, i'm better than you, bit... Im done with zales. during all of this i have learned Zales uses the cheapest repair companys if thats what they are that they can get. they switch them like we do our socks. that is one of the reasons the jewelry takes so long. But hello zales Thats not our problem THATS YOURS! Im done with Zales if you are smart DO NOT BUY ANYTHING FROM THEM!

Bought a gold bracket at Zales in Square One Mall ,Saugus Ma. A sign said 30 percent of everything. Only could get 10 percent off the braclet.Your sign is false advertisement and should be taken down. This happened October 21 2023.The sign made me stop and look, then I could’ve get the full discount.