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Zale Jewelers / Zales.com
Zale Jewelers / Zales.com Customer Service Phone, Email, Contacts

Zale Jewelers / Zales.com
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www.zales.com
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2.3 177 Reviews

Zale Jewelers / Zales.com Complaints Summary

56 Resolved
121 Unresolved
Our verdict: Engaging with Zale Jewelers / Zales.com, which has a below-average resolution rate, demands caution. Thoroughly assess their service reviews and explore how they handle unresolved complaints. If you encounter issues, document your experiences meticulously and be persistent in seeking resolutions.
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Zale Jewelers / Zales.com reviews & complaints 177

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Newest Zale Jewelers / Zales.com reviews & complaints

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9:48 am EST

Zale Jewelers / Zales.com Wedding ring, protection plan and customer service

My wedding ring is purchased at Zale's In Temple Texas. We purchased the lifetime protection plan. A couple weeks ago I went in to get a necklace repaired (purchased at zale's, Also have had to have numerous repairs on everything from breaking to the clasp not latching.) The sales lady offered to clean my jewelry while I waited. She found two loose stones and a chip diamond in my wedding ring. She said it was covered under the protection plan. And did I want to get repairs. I told her I did want to get the stones tightened but that I did not want to get the diamond replaced, It was my wedding ring and I did not want to change anything on it. She said no problem.

Got it ready to send off, Ask the man who worked there what she needed to put in the notes to have only the loose diamonds tightend and not replace the chipped one. The guy told me that was not an option. That I would have to buy a new diamond, I told him I had the protection plan. He said that because I had missed and inspection on the diamond that it was void. I again told him I did not want that diamond replaced, I didn't want anything changed in my wedding ring. He told me they were an all or nothing repair service. And then if I did not buy a new diamond, they would not do any other work. And not only do I have to buy a new diamond for the ring that is supposedly under a lifetime protection plan. THEY ARE GOING TO KEEP THE CHIPPED DIAMOND, THAT I PAID FOR. I told them that was an unacceptable, and left. He was extremely rude and not the first time he had been rude. I had never heard of a diamond chipping or breaking, The only thing I could find that it either already had a flaw, Or that it was a sub par stone. I contacted customer service and they also said.

Because I missed an inspection I would have to purchase a new diamond for the ring, They would be keeping the chipped diamond. And if I did not do so, they would not repair any other part of the ring. And the fact that I had purchased a protection plan and already paid for the diamond that was in it did not matter. This was not the first problem i've had with getting jewelry repaired at Zales. We had stopped purchasing jewelry from zales because a few years ago I sent a bracelet offer repair and they lost it. It took me six or eight months to finally get that resolved, And they did everything except for handle the problem, they drug their feet, passed the blame around, didn't return phone calls. It was also not the first time that the man in the Temple store had been rude. I purchased a bracelet elsewhere and took it to Zales to have it engraved. As usual the ladies in the store were very nice and helpful, The sales lady was getting it ready to send off, The same man took one look at it said we don't engrave that type of bracelet and you won't find anybody that will. (I had already talked to the Zale's 800 number. And they had told me that they did do it. Just take it in to my store.) I take it the next day to another jewelry store in town. They engraved it and I had it back in five days. They did a beautiful job. No problems.

So to recap. We buy wedding ring from Zales along with paying for the Lifetime protection plan. Need repairs on two loose stones and a chipped diamond. They tell me I will have to buy a new diamond, They are going to keep the diamond that have already paid for. Or they will not repair any part of the ring. Everything I could find on why a diamond would chip is that it is either sub par or already had a flaw. Which is probably why they want to keep the chipped one. SO BUYER BEWARE, YOU MAY NOT BE GETTING THE QUALITY STONE YOU ARE EXPECTING. AND THE LIFETIME PROTECTION PLAN DOES NOT COVER WHAT YOUR TOLD IT WILL COVER. IF YOU HAVE TO REPLACE A STONE OUT OF POCKET THEY WILL NOT GIVE YOU THE STONE THAT YOU PAID FOR BACK. AND LAST BUT NOT LEAST CUSTOMER SERVICE IS FINE UNTIL THERE IS PROBLEM.

Desired outcome: It would have been repair the ring, but now knowing what I know, I'm not sure

Confidential Information Hidden: This section contains confidential information visible to verified Zale Jewelers / Zales.com representatives only. If you are affiliated with Zale Jewelers / Zales.com, please claim your business to access these details.

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2:01 pm EST
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Zale Jewelers / Zales.com - Order number 10001002630965

I placed an order for three jewelry items and the shipping date (arriving after Christmas) was not shown until after the order was placed. The Zales Jewelry website stated that orders would be delivered by Christmas. My daughter will be here (at my home in Waco, Texas) at Christmas and will already have traveled to her home in San Antonio, Texas after...

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12:31 pm EDT
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Zale Jewelers / Zales.com Promotional Purchase - Interest charged incorrectly

I purchased my husband's wedding band in 2022 on a 12 month no interest. I worked with a customer service agent on what day and how much the auto draft needed to be in order to ensure that the amount was paid in full by the due date. I made the last payment in June and thought that I was finished w/ payment. On my next statement interest of $328.62 was charged. A late fee of $2 was accessed. My payment was made on time and there should have not been any interest. I have tried multiple times to call the customer service line, and they hang up on me and say they are having system difficulty. And, on every phone call the agent pertends to not being able to hear me. I have called back multiple times to no avail.

Desired outcome: Would like the interest charge of $328.62 to be adjusted from account

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Is Zale Jewelers / Zales.com legit?

Our verdict: Complaints Board's thorough examination reveals Zale Jewelers / Zales.com as a legitimate entity with notable strengths. Despite a 31% resolution rate on customer complaints, which invites a closer look, Zale Jewelers / Zales.com stands out for its commitment to quality and security. Clients considering Zale Jewelers / Zales.com should delve into its customer service record to gauge compatibility with their expectations.

Zale Jewelers / Zales.com earns 96% level of Trustworthiness

Perfect Trust Endorsement: Zale Jewelers / Zales.com achives 96% ligitmacy per Complaints Board. Highly recommended, yet always stay vigilant.

We found clear and detailed contact information for Zale Jewelers / Zales.com. The company provides a physical address, phone number, and email, as well as 5 social media accounts. This demonstrates a commitment to customer service and transparency, which is a positive sign for building trust with customers.

The age of Zale Jewelers / Zales.com's domain suggests that they have had sufficient time to establish a reputation as a reliable source of information and services. This can provide reassurance to potential customers seeking quality products or services.

Zales.com has a valid SSL certificate, which indicates that the website is secure and trustworthy. Look for the padlock icon in the browser and the "https" prefix in the URL to confirm that the website is using SSL.

A trust mark has been identified for a zales.com, but it is important to verify the trust mark and its source to ensure that it is legitimate. Ensure that the trust mark is genuine by clicking on it and verifying its authenticity through the issuing organization's website.

We looked up Zale Jewelers / Zales.com and found that the website is receiving a high amount of traffic. This could be a sign of a popular and trustworthy website, but it is still important to exercise caution and verify the legitimacy of the site before sharing any personal or financial information

Zales.com appears to have online shopping features, it's important to know that the platform supports an extensive range of payment methods, making it convenient and easy to complete your transaction. The payment procedure on the website is also relatively simple and straightforward, ensuring a smooth and hassle-free experience for buyers.

However ComplaintsBoard has detected that:

  • Despite a high level of trust, our investigation found issues with Zale Jewelers / Zales.com's service, including poor customer service, lack of accountability, and responsibility to resolve complaints. Customers may face long wait times for responses, receive generic or unhelpful answers or no response at all. Only 31% of 0 complaints were resolved.
  • We conducted a search on social media and found several negative reviews related to Zale Jewelers / Zales.com. These reviews may indicate issues with the company's products, services, or customer support. It is important to thoroughly research the company and its offerings before making any purchases to avoid any potential risks.
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9:54 am EDT
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Zale Jewelers / Zales.com Zale's

On 7/11/23, I purchased some jewelry from the Zale's website and approximately four hours later I called to try and cancel the order. I was told that Zale's policy is that orders can only be canceled within the first 60 minutes of placing the order, although this particular order was not in stock and there would be a delay in shipping out the order.

On 7/26/23, UPS attempted to deliver the product, however, I refused and so the UPS deliveryman took the order with him. I had been tracking the delivery status for days on UPS app and the app updated on 7/28/23 indicating the package was delivered to Zale's.

Today, 8/4/23, I received an email from signet jewelers (Zale's parent company) apologizing for the delay and that I should expect to receive the order today. I contacted Zale's and they were of absolutely no help. Its like they do not want to accept the order back and are giving me a difficult time in returning my money which is almost ($2,000).

Desired outcome: I would like a full refund.

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4:10 pm EDT
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Zale Jewelers / Zales.com Bracelet order # [protected]

I am writing In because I have a problem with my delivery on my gift for my wife

My order # is [protected]

I order a pc of bracket for my wife

When ordering it on line it clearly states no signature under 1000$

Ups came to my house and wouldn’t deliver my package because no one was available to sign

Now they want to bring it back next week and I have to sign for it

Or my wife would have to sign

It was supposed to be a surprise gift

Anyway I call zales who couldn’t help me fix this problem

And they told me it was ups who was asking for me to sign

Then I had to call ups and they told me it was zales asking for a signature

I finally got it resolved for me to pick it up at there ups store next week

Now I have to leave work early to pick up something that should have been delivered to me

Not really happy about this purchase

I have bought many items over the years from zales

And feel Ike I should be compensated for something

My time and inconvenience

You have my order number and should be able to look at my information

Besides taking off from work early I probably spent 2 hrs on phone trying to get problem fixed

I will have to twice before ordering again from zales

Desired outcome: Should give me something off on my purchase

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9:15 pm EDT

Zale Jewelers / Zales.com 2 ct diamond stud earrings

Purchased a pair of 2 ct stud earrings for Christmas yr before last and they have been a nightmare. They are screw in post and the backs will not stay on them. I am now having the diamonds reset in new settings. Zales has done nothing to help at all. I advise everyone to stay away from Zales as they are terrible. Extra warranty is no good either. I will never step foot in a Zales store again and I tell everyone I can about my experience. This has been a fiasco. $10,000.00 blown up a wild hogs a_s.

Desired outcome: Want these pieces of junk replaced with what I paid for. A quality pair of diamond studs

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12:19 pm EDT
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Zale Jewelers / Zales.com Repair

My husband purchased my wedding ring at the Zales outlet in Sparks, NV. We have the insurance on that ring and have kept up with the inspections. A diamond baguette-cut had fallen out. on May 21 We took the ring back to the Zales outlet and they took pictures and sent it away to a local jeweler for repair and was given a date of June 7th to be completed. Approx. a week later I get a phone call saying that the jeweler repair place did not have the right diamond to replace what was missing. They sent it back to the store and then the store said they had to ship to the main Zales repair center. I was then given a date of June 19th to have it back and was told that it would be on an expedited order since the other repair center could not fix. No such luck. I have called the Zales store in Sparks, and they seem to have every excuse as to why my ring is not here. They keep telling me they are calling or emailing the repair center but have not gotten any response. I have a hard time believing they are doing anything just from the little communication I have had with them. Now they say that they have no way of expediting the repair, whoever told me that was incorrect. I have a name but will not write it on this complaint. They also tell me now that the date promised is not for this kind of repair? I guess I don't understand what the difference in repairs are because this is a jewelry repair place that seem to deal with missing stones all the time. My main complaint is that I feel like I am just being lied to over and over. They tell me they will call me back and as of yet it's been a week and no phone calls letting me know when my ring will be here.

Desired outcome: Information and my ring returned to me asap with the repairs done correctly.

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9:55 am EDT

Zale Jewelers / Zales.com Wedding ring set

Hello,

I am messaging from UK. We came to Vegas at beginning of May 23 to celebrate our 25th Wedding Anniversary. We went to Zales Outlet and my husband bought me a beautiful new wedding ring set. It was too big but they assured me that we could have it re-sized with their sister company Earnest Jones in UK. Took rings to Earnest Jones who sent ring away to be re-sized to be told they cannot re-size them as they have to go down 3 1/2 sizes and if they do this the diamonds will pop out! I am absolutely devastated as I cannot wear them and they are currently sat with Earnest Jones in Swindon, Wiltshire as they too have been trying to get hold of Zales to speak to somebody about this.

Contacted Zales Customer Services via e-mail last week and was told they would have to escalate this to Case Department - Raymond Fitzpatrick contacted me last Tuesday via e-mail and asked for copy of receipt which I e-mailed over to him. I have e-mailed him again I have had no responses from anybody.

Earnest Jones are getting annoyed also as they too are trying to contact them and nobody is getting back to us.

Desired outcome: I would like Zales to order the rings in correct size and send over to Earnest Jones in Swindon, Wiltshire so they can then send my rings that they currently are keeping in store - straight swap of rings.

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11:25 pm EDT

Zale Jewelers / Zales.com My sons senior ring

They would not allow me to pay for a ring I thought was paid for with an alternate form of payment
They placed a hold on a card I no longer have access to and then apparently released the hold... All without my knowledge until it was time for the ring to be shipped and then demanded I use the same card, which I have no further access to and now he has no ring for his ring ceremony>

None of this was in fine print, nothing was told to me when I placed the order as to their worthless process>

Desired outcome: I dont believe they care a single bit about my "desired outcome" I have spoken to customer service SEVERAL times, and by several I mean 5 times now trying ot beg them to take payment from another card.

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6:15 pm EDT
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Zale Jewelers / Zales.com Not honoring your warranty. Changing the terms years after. It a contract.

I have a 6000 dollar ring. I have the lifetime warranty. Since 2008. Not untill now have I had the store tell me the terms of the warranty have been changed. I have been having my wedding ring dipped in rhodium most of those years. I have every receipt. I’ve been taking it to orland park, illinois every time. I made a complaint on line and was told sorry. Thatthe district manager and his boss would be notified on this. It’s a contract, it was paid for and now you’re changing the terms. I spoke with the manager I believe her name is grace. She said she was going to talk to the disc manager and call me back. Never happened. I really should get a lawyer and sue for breach of contract. The have fixed many thing on my rings and they said those things are no longer covered. I could see if you change your contract for new purchasers but must abide by the old one for those that have it. I was told a mr curtis is the district manager. Honor your written contract, and your passed performance shows you are changing what you promised. Your advertising also encourages people to have their rings dipped all kinds of colors. I printed it out. Also they say the no longer fix shanks, which they have before. Your reneging on your purchased warranty. I have your advertisement pushing for this service. I even asked if I could pay for the service, I was refused. I m not one to let this go. I

Have been in small claims court before and won. I may even subpoena

Everyone that represents zales at the corporate level..

Seriously mary h mcnellis

Desired outcome: Honor your written contract, and your passed performance shows you are changing what you have done through he warranty before.I printed it .

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6:28 pm EDT
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Zale Jewelers / Zales.com Estimate for repair of my wedding ring and resizing

I took my ring to have it inspected on 2/28/2023 and associate#1057446 gave us an estimate of $218.47, rec#[protected] bar code to resize and she stated there was a diamond that was about to fall out. To resize (cut down) would be $69.99. Then to tighten a stone which she said was crooked and needs to have that prong retipped and stone set straight and tightened. would cost $72.59. Then retip 1 prong is set crooked and needs to have prong retipped and stone set straight and tightened is marked black. this cost would be $75.89. We agreed to this charge which would be $218.47. Then today they called and stated my ring will cost $996.71 plus tax to repair my ring. I am very dissatisfied with the response I received when I called them back to tell them this was unacceptable, one employee did not give me a name but said the ring had been sent off for repair. Then when I called that store again to tell them I would pick my ring up March 16 because I will be in Tyler that day for a doctor appointment and I want my ring returned. I live 70 miles from Tyler and I will raise HELL in that store if my ring is not returned to me on this date!

Desired outcome: Stick to the agreement which I have the printed receipt or give me back my ring that day!

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10:55 am EST

Zale Jewelers / Zales.com Mistake from Zales on promotions.

I had a promotion expiring September of 2022, and I will call customer service from Zales to make sure my payment was going directly to that promotion expiring first because I had 2 promotions with two different days. The first supervisor that I spoke with on September 23, 2022, her name is Kathy and she filed a dispute concerning my account been charge al the interest that supposably it was paid in full which it did. Even Kathy said they had a mistake on account and they should fix it. Well everything time I called I get a different answer and different information concerning my dispute issue. And now I have also been charge with interest on my other promotion that I have also paid in the full amount but because they made a mistake with my two promotions. I will fix this if its even getting attorneys involved because is not fair that us as customers have to paid the employers mistakes. Will be closing my account and will NEVER get this credit card again.

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11:51 am EST

Zale Jewelers / Zales.com Wedding band/ Engagement ring online order

On November 2, 2022 I placed an online for a wedding set for my anniversary. I never received any email confirmation from Zales that my order was received or being processed. On November 7 I called Zales to verify they received my order. The customer rep told me one of my rings was supposed to ship November 6 but was delayed and she didn’t know why. I asked about my second ring and she said it’s supposed to be shipped on November 15. I was assigned a case number [protected] for it to be escalated then was told it would take an additional 7 days just to investigate my order. That doesn’t sound like an escalation to me. This is causing problems with my wedding anniversary and wanted to have them by November 22 but that is questionable now. This is ruining everything for me. I need someone to take this seriously! I’ll never do this again. Poor customer service for the money my husband paid!

Desired outcome: To receive my order by November 15 as promised.

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7:14 am EDT

Zale Jewelers / Zales.com | Item# [protected] Ordered: Aug 08, 2022 Order #: [protected] Anchor Charm in 10K Gold Item #: [protected]

Trans date transaction description/location amount 07/27/2022 payment - thank you -2.[protected] 08/15/2022 payment - thank you -25.[protected] 08/08/2022 purchase 48.39 alt metal bracelets 06 mnth df int py rq 08/09/2022 purchase 308.70 fashion charm, gold trend, alt metal bracelets 06 mnth df int py rq 08/09/2022 purchase 155.89 alt metal bracelets 06 mnth df int py rq 08/09/2022 purchase 42.68 band alt metals oth 06 mnth df int py rq

my zales account no. ****-****-****-9011

edwin s cooke 12625 laurel bowie rd unit 3141

laurel md [protected] [protected]@gmail.Com

i edwin cooke refuse to pay zales $223.00 for the two below cheap, light / low or no weight in gold, content, its like they came out of cracker jack box. How does the online account have no input about the items or rtn of them. Until you locate the email click on it then it popuplates your account with the data . This is insane way to carry-out a business that is customer service based.

Trans date transaction description/location amount 07/27/2022 payment - thank you -2.[protected] 08/15/2022 payment - thank you -25.[protected] 08/08/2022 purchase 48.39 alt metal bracelets 06 mnth df int py rq 08/09/2022 purchase 308.70 fashion charm, gold trend, alt metal bracelets 06 mnth df int py rq 08/09/2022 purchase 155.89 alt metal bracelets 06 mnth df int py rq 08/09/2022 purchase 42.68 band alt metals oth 06 mnth df int py rq

Desired outcome: ZALES TO ACCEPT RTN OF THESE TWO PRODUCTS ,CREDIT BACK FUNDS ,UPDATE THEIR SOFTWARE TOTHE STANDS OF 2022, T TO HAVE THE CAPABILITY TO DO WHAT NEEDS TO BE DONE TO PROCESS A RTN WITHOUT HAVING TO LOCATE THE EMAIL THEY SENT YOU .

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3:05 pm EDT

Zale Jewelers / Zales.com Service

In March I purchase a necklace from Zales. I called Zales to find out where my item was and they where able to tract it and stated The item was delivered to the wrong address/individual. The package delivered and signed by a stranger. I asked them to please start the dispute process. I was giving a dispute number and they said it had to go through their investigation unit, UPS and then back to them. I kept calling to follow and I was told the agent working on it is the ONE and only person that I can speak to that she would reach out. I continue to call every week with no update. She finally emailed me and said that nothing can be done. I have called and emailed her multiple of times and I keep getting ignore. I am out on 1300 dollars and I don't have the item I purchased. Zales has ignored and made no effort to work with me.

Desired outcome: Refund or replacement

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12:23 pm EDT

Zale Jewelers / Zales.com Chain

We bought a beautiful chain and a cross for our son’s high school graduation. Sales person sold it as a strong piece that will last a long time. We did not get an extended warranty; we believe in Zales products, and did not think it was going to fall apart. Why pay extra? Why the company does not add to the item price, the warranty? This is not the quality of products we used to buy from Zales.

The chain began to lose little pieces after a year. We to the chain to the original store and were told nothing could be done because we did not have warranty.

I understand if the item that broke is a part used daily (open/close), but this is the chain itself.

I called the headquarters today and received zero assistance.

Desired outcome: 1. Don’t sell a piece that for sure is going to fall apart. 2. Life Warranty should come with pieces like the one I got my son. Sales rep should not sale the piece as a strong chain. 3. Fix the chain without cost.

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Update by Pattycali
Jun 08, 2022 12:41 pm EDT

Including picture of the chain.

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4:08 pm EDT
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Zale Jewelers / Zales.com 2 sets Diamond studs ordered for Christmas

I ordered online, 2 very reasonable priced sets of 1/2 carat diamond stud earrings. I checked the grades of diamonds they were, as I knew they were not the best but not the worst and nicely priced. I think they were about $250-300/each. I received them in a Zales box and they were beautiful. I used one to donate for a benefit for a young man who had cancer. Unbeknownst to me, the lady who won the bid, went to have a necklace made and was told it was CZ. This was such a disappointment and humiliating! I cannot find my invoice as I did not keep it, thinking it was Zales, of course they are real, why would I need to keep the invoice? The only thing I can find is an email dated 12/04/22, which is exactly around the time they were ordered, that said I would get a $50 credit off my next order. I went online and tried to find the order and the chat box helper could not find an order, not by SSN, email or phone. She could not explain why I would receive an offer for my next order when I had never ordered from Zales before.

Desired outcome: replace them with the same items I thought I had ordered.

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5:14 pm EST

Zale Jewelers / Zales.com Manager Katie

I ordered a pair of earrings from Zales Outlet store inside Philadelphia Mills mall & received the worst service I ever received in my life for pickup order I already paid for online. KATIE says I can’t pick up my order without 4 digit code that I never received. She says look at your email says need 4 digit code.. I said on same line in email says “A store associate will confirm your 4 digit code and place your order in your car. Don't have a code? You can always show your order # and photo ID”. She yelled at me, said she doesn’t follow zales company emails, then accused me a coming back to steal item to pick up again while on call with their customer service & general manager on her personal cell phone listening but when I asked to speak to customer service or the general manager who listened on phone she said no & call my own customer service number. In end she never received any 4 digit code & finally released item after long time in store & she wrote down all my info from license even though I have it to her previously with my order# & she said it wasn’t good enough & wouldn’t release item with 4 digit code I never received & company email clearly stated not a problem if didn’t have code to show photo ID & order#…and she read email then yells at me. No apology from her or nothing.

Desired outcome: Fire manager & hire compassionate responsible person with manners & provide actual customer service not yelling at customer

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5:04 pm EDT
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Zale Jewelers / Zales.com In store service

At 11:20am on 10/20/21 at the Briarwood mall sales location in Ann Arbor 48108. I attempted to get a ring size adjustment for a ring I received as a gift. I gave documentation and was told they couldn't do anything for me unless the buyer was there. I asked for help checking my finger size to verify and the gentleman dropped the rings of sizers on the table and just talked to another guy ignoring me. I then asked for a spacer and the gentleman used pliers with no cloth that scratched up and damaged the bottom part of band. I said something and he said that's why you should have got to protection plan. I then asked for me paperwork back to leave and he said that he lost it as he folded it up and put it under the desk. I then told him I saw where he put it and he then gave it back. No one introduced themselves and the whole experience was very rude, and the gentleman were disrespectful. He was even looking away while using the pliers while he damaged my ring. How should I proceed about getting my ring exchanged and sized without dealing with these unprofessional personal again. Thank you.

Desired outcome: Ring exchange with help to verify finger size

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8:41 am EST

Zale Jewelers / Zales.com Got a mens black diamond ring from them around feb.. The ring has already faded and is tarnished

Got a black diamond ring in feb.. Ring has faded very bad and is tarnished really bad.. Looks like crap.

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Contact Zale Jewelers / Zales.com customer service

Phone number

+1 (800) 266-7883

Website

www.zales.com

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Use this comments board to leave complaints and reviews about Zale Jewelers / Zales.com. Discuss the issues you have had with Zale Jewelers / Zales.com and work with their customer service team to find a resolution.