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

Bought 11ct diamond bracelet, it broke.
They want $300 to sawder a pin.
Zales is a total rip off.
Their jewelry is junk.

I have worked for zale for 10 years and i can say without a doubt and without exception that the company is adamant that every complaint be taken seriously and resolved regardless of cost to the firm. our service is the best. returns are 100 days and if u paid cash we dont carry that much cash daily so a home office check takes 3 to 4 days NOT weeks. I have 40 years experience and its a pleasure to work for a firm that i can "make it right for the customer" every time and not even have to ask the home office because i know thats what they want. every day i make people happy and very very very few ever need our unsurpassed warranties. the next time you have a problem feel free to stop in to the galleria mall in ft lauderdale and ask for me---Kevin-- I love making it right the Zale way!

I agree and sympathize with everyone listed above to a point. First of all, you are dealing with a corporate entity that has set policy for all of its stores to follow. As much as a sales associate would like to help in any way, his or hands are tied to policy. Zales diamond bond policy requires the store to replace a missing diamond of equal or better quality provided you have brought your jewelry in for its regular 6 month inspections AND you have not had the ring altered by any other jeweler. Zales cannot take responsibility once another jeweler has touched it! Also, please remember all jewelry is subject to problems. Just because you buy a piece from one jeweler and have no problems, doesn't mean that other customers haven't had problems with that same jeweler. It all depends on the piece and how hard you are on your jewelry. I know you don't want to hear this, but that's the way it is. I am sure many people have the same negative experiences with any other chain of jewelers. Smaller, independent jewelers have more leeway in their customer service policies and may be able to accomodate you a little better. In the end, buyer beware, always... Make sure you read the fine print. Too many people get upset when they purchase a ring, wear it for 2 years, never have it inspected, and expect Zales to replace the missing diamond. Also, the jewelry protection plans that are sold are not a scam. Like I said, all jewelry needs maintenance at some time unless you keep it locked up in a safe. People don't realize how expensive the repairs are. Not all sales people at Zales are rude. It's just the rude and ignorant ones that get noticed. I have worked for a couple of jewelry retailers, including Gordon's, a Zale sister store and have always done my best to provide great customer service. I am one of the few who actually make sure my clients are aware of our guidelines prior to making that big investment. Even I make sure to purchase a protection plan and have my jewelry regularly inspected. Even I am subject to the same rules.

I'm so glad that I'm not the only one who is completely regretting buying from Zales!

When I picked it out, it was exactly what I was looking for - I was completely smitten with the bridal set we purchased. But, of course, the love quickly faded. After a few months, my prongs became crooked, but I figured it was because I still wasn't used to the height of it so I chalked it up to my error. We took it to get fixed, but it looked the same as when it was sent in. The lady who took the ring from my fiance said that it was a good thing we brought it in and that it was be quickly fixed, which it was returned in a reasonable time - however, when we got the ring back it looked exactly the same. My fiance inquired to the employee that it looked exactly the same as when he brought it in, and she said that the ring was fine - but let me tell you, it wasn't! We bought the ring at the Zales located in Rockford, Illinois (Cherryvale Mall) but figured that since we went to school near Dubuque, Iowa that we would take it to that Zales. That trip was successful (seemed to take forever though), the prongs were set correctly (on the diamond) but the diamond and prongs are now on a slant.

After my first experience of the prongs, I am very careful with my ring (not showering with it, dishes, etc.) Unfortunately, that hasn't help because just yesterday I was putting in my earrings and noticed that I could hear my diamond loose in the prongs. I am beyond angry, because I don't want to have my ring sent in a third time. My ring has been re-dipped once already, they did that when I sent it through Rockford, I'm not sure as to how that procedure is completed, but my diamonds on the side of my ring are partly covered.

I'm not happy, and regret not doing my homework prior to purchasing. I truly feel as though my fiance wasted his money. It hurts knowing that the "symbol of his love" has caused me this much pain. He is an amazing man, but my ring doesn't show it. Although I did not previously mention this - my center stone is cracked in the middle, but, that was my error for not noticing it. Also, the selling employee lied to us, telling us it was indeed a 2 Carat TW, but it is only 1.5.

I wish I could just return it, get our money back - and go to somewhere more reputable.

I can only hope that if you are considering Zales, you learn from my mistake and do your homework so that you will always have good memories tied to your most important piece of jewelry.

-JoAnne

I too have a tons of problems with my engagement ring. We bought it from an individual who gave us all the paperwork and warranty info. I purchased a warranty in my name. I got this ring on September 19, 2009. Today is June 9, 2010 and I have had FIVE diamonds fall out. After the first 3 times I started blaming myself thinking I was too rough on it. I got in back in March from its 3rd repair. Since then I have taken it off to clean, cook, do dishes, shower, ect and 2 more have fallen out! The people at Zales said that b/c I had to have it sized down from a 6 to a 5 that that is why they fall out. I asked if I could simply exchange my ring for one in a size 5 and they said no, the ring was too old! I'm at the point where I want to get a new ring from another store!

hello this message is for zales jewelers customer service''

I was attempting to apply for your credit card, but only received an error message saying I had already applied and this application would not be processed. Well, I beg to differ. I have never applied for a credit card from Zales. And you just made sure I never will. Henceforth, I will go back o the jewelery store I usually go to. That would be Kay Jewelers.

thought you could use this honnest comment

regards
ronald parker

This is in response to the earlier complaint as well. This text was taken directly from the ordering page for personilized birthstone jewelry: SPECIAL ORDER ITEM: Please allow 4-6 weeks for delivery.
I'm sorry that the item arrived in poor condition, you can go into any Zales, or Gordons Jewelers and return the ring within 100 days. However, it is inexcusable that is arrived in such disarray.

My white gold wedding band ring ( with diamond ) turned into yellow. My wife and I took the ring back yesterday. The store manager wanted to redipp the ring but we disagree about it, so we demand to replace it. But the manager unwilling to do it and we started arguing and got very angry. We asked the phone number of the district manager but she won't give it to us. The store manager even tried to thrown us away from the store saying " YOU CAN GO NOW ", " GO GO GO ", " EDUCATE YOURSELF ", " YOU ARE BAN FROM THIS STORE " !, " YOU CANNOT COME BACK HERE FROM THIS STORE ANYMORE "! And this was happened around the customers too! She treated us like a beggar. She is the manager... would you agree that she is the one that needs to EDUCATE HERSELF ? The quality of their product was not the only problem, customer service as well. WHAT THEY HAVE AT ZALES ARE " BAD QUALITY AND POOR CUSTOMER SERVICE. By the way, the name of the manager is Terryl K. Montgomery, Round Rock Premium Outlets, TX. If I were you out there, don't waste your money at that store ( ZALES ). We have learned our lesson and been deceived by their false advertisement. THIS STORE IS DEVIL!

I want to thank all for those who posted their experience and comments and suggestions for buying at zales. me and my bf has been looking at zales for a while and have even gone to a few different zales and thought we were going to get the best deals and everything, but it turns out that this page of reviews really opened our eyes. also, if you plan to buy the jewelry in the store, the rep. will try to rip you off by saying, "oh this ring is a great one. its one of my favorites. if you are willing to buy, i can use my associate discount and you will get a $50 off coupon as a first time buyer." the total ended up to be about over $600 just for a promise ring for me and a wedding band for my bf. It was a total rip off. we were almost convinced until we decided to wait another day to make sure. we checked online and we tried ordering it. with the $50 coupon and the same two rings, it totaled $350 plus shipping was free because the total was higher than 300. in the store we asked if zales would price match with the online price because it was a little cheaper than in the store. she said " yeah it is but it doesnt include the shipping which will be the same as buying it in store." she LIED to us. right in our face. dont ever try to buy jewelry from zales!

you guys shoulda went to jared like i did

I had a ring sized and I was told that the ring would be back in time for my wedding day...unfortunately it wasn't because the store sent it back without notifying me that it had arrived at the store. My wedding day was on a Friday, the ring came into the store on a Wednesday. Then I was told that it would be back on the following Monday…It still wasn’t there. How can you send a ring to a shop to be sized and it arrive to the store with a loose diamond? Maybe I should check to see if it really is the same diamond that was originally was in the set. The customer services sucks at the Moreno Valley location. The staff is rude and has no feel for customer service. They should find another job in elsewhere and not relating to customer service. Maybe we should report then to an agency or bureau to have then investigated for fraudulent acts against Zale’s company.

OMG! I ordered a ring on FEB 1, 2010 hoping the "Free Express Shipping Saver" would be most helpful, however, I am now not able to get my ring on time for my proposal that I have planned out with my fiance for my MIAMI, FL trip! ZALES said that I would have it by the 11th of Febuary, but then I called them again and they stated that it would arrive until way later than the expected date of arrival! And GET THIS...I planned to have dinner at this really nice resteraunt called BEDS in Miami where my waiter was going to actually put the ring next to the dessert, but now I can't even do that because my damn ring isnt even going to arrive on time! I leave and fly to MIAMI from Vegas on the 11th! I can't tell you how much I hate ZALES with a passion. THEY RUINED MY ENGAGEMENT AND PROPOSAL and i truly hope they get a huge FAT LAW SUITE against them for misinterpreting their policies and misleading innocent people! Michael

I totally agree! Zales sucks! I got my engagement ring and it was the wrong size so I sent it back to be resized. They took the ring that I sent back and melted it! I was told different stories by all of their customer service reps. They are a terrible company to deal with! They are claiming that they don't re-size rings and that there is nothing that I can do with the ring. James, Courtney, Andrea, Blair, and El all suck! They were all very rude! I will never be able to get my engagement ring back! I have never been so angry with a company in my life! Never do business with Zales and PLEASE spread the word!

My husband, who was then my boyfriend, bought our rings from Zales before we found out we were going to have a baby. After the fact, we decided we couldn't afford the expensive rings and returned them. The return of his ring showed up on my credit card statement, but my much more expensive bridal set still hasn't shown up on my statement. The Zales store we purchased from claims that they have no record of us ever even coming in the store, and the manager had the nerve to say that it was my fault that my ring set hasn't shown up on my statement! Zales has horrible customer service and I would love to file a lawsuit against them!

I went and bought my wifes anniversary ring at zales my mistake. I also bought it on sale my second mistake. I was a one carrot diamond anniversary ring and a diamond fell out of it seven times we had to drive 80 miles everytime. They said they would exchange it but because i bought it on sale they would only give her a ring of what it cost not what it is worth. After the seventh time we just said give us our money back when they did they said they credited it back to the bank. I got it with a bank card and don't even have a account at that bank anymore so they give us a tracing number. So in my opinion zales really does suck.

Believe me my experience was the same I was thinking that it was only in south Cali but I found out that when they sell you the "protection plan " they don't tell you how long it take for the merchandise to be in your use. It's ridiculous, ..which means if you need your merchandise for the holidays ...you need...uhmm let's see 2 months to get them back...

Zales sucks. You shouldn't be shopping there anyway. It's crappy cheap jewelry for poor people.

Well, I am another unhappy customer who wishes they would have seen these complaints before making my purchase. I live in a very rural community, so after no success at the couple of jewlery stores within driving distance. I decided to order my soon to be husbands wedding band online. He wanted a Tungsten ring. These rings can not be resized. I knew that before buying one. So I have my online order ready, one click away from ordering. I call Zales to find out their return policy in case the ring doesn't fit. I spent 20 minutes on the phone discussing ring sizing and their return policy. I was told if it doesn't fit just send it back and we will send you a new one. Exact words.

As you can guess, the ring doesn't fit, 1/2 size to big. So I call to find out what to do. They tell me to ship the ring back, it will take 2 to 4 weeks to issue a credit. Then I can just order a new ring. It 3 weeks till Christmas and two weeks before the wedding. I can't afford to pay for two rings. I have called customer service twice, and they are just rude and unhelpful. Had they explained their return policy when I asked, I would not have ordered the ring. Because I knew I didn't have that much time.

He bought my engagement ring from Kay jewlers a few years ago. It is wonderful, well made. I should have drove the 45mintues to their store and stuck with them. I will never again have anything to do with Zales and I will make sure that everyone I know doesn't either. Zales is horrible! If you want quality and good customer service EVERY KISS BEGINS WITH KAYS! Every nightmare begins with zales.

Ugh I wish I had found these comments, BEFORE my fiancè and I bought from Zales. I have had more problems and I am so disgusted with the POOR CRAFTMANSHIP of my ring. It makes me sick.

I would like to inform all of you guys that Zales has undergone a change in the repair services over the past couple of years. Repairs used to be done mostly by local wholesale jewelers. The store would then mark up the cost of the repairs by 300%, which would cover the cost of their Service Plan repairs(warrantied jewelry). They now ship all repairs from all stores to New York City to a Mexico based company known as MJJ. Once the repairs are received in New York they are sorted and dispersed to several locations in Mexico. Once the repairs are done in Mexico they then are shipped back to New York to be resorted and shipped back to the stores. You should have noticed that most stores used to offer repairs done in a week or less, now you should expect a minimum of 3-4 weeks for a repair to be done. Repair costs for the company are going out the roof with the big change. The whole thing is basically a money funnelling exercise whilst the company is preparing for a bankruptcy in a couple years.

Now you must ask yourself why would Zales think that customers would be ok with this? Any non-exec with half a brain would realize that the customer will NOT be ok with this. Word is that a select few executives have interest in the company doing the repairs. These are the same execs that made the decision to make the change to repairs. So basically you should expect the company to fizzle into bankruptcy within 2-3 years and in the meantime all the shareholders will loose it all and the crooked execs will end up with it all retired in the Carribbean, or rather hopefully in prison.

Now I'm really scared. My fiance bought my engagement ring from Zales on April 23rd, 2009. On July 29th, 2009 I was grocery shopping and one of my side stones fell out, then on July 31st ANOTHER ONE FELL OUT! I hadn't had the chance to bring it in at that point but tha tevening I did and ended up in a screaming match because apparently you don't get to purchase the warranty online which is how my fiance purchased my ring. I dealt with a very nice guy on the phone named Danny who works with the online store, he was on the phone with me for about 2 hours and kept calling my store, finally they agreed to fix it. Well it was supposed to be in today and it's not and now I'm not sure I want it to come in cause I'm probably going to throw a fit complete with crying and screaming, but if I send my fiance to get it he won't notice anything on it. Truth be told if I get it back in the same condition as most of you I'm not leaving without a refund or a new ring.

Los Angeles, CA

I am glad to know that I am not the only one experiencing that Zales has horrible customer service, and merchandise, there ways of handling a problem with a customer is completely unprofessional. My boyfriend bought me a ring three months ago, and a week after wearing it the diamonds were shifting and sinking far below the prongs. We took it back and they have sent it out three different times for repair, and everytime it came back looking the same as it did the first time that they sent it out. ###. They never call you and inform you what is going on, it is just awful service. Three months have gone by and I am still without my ring.

DON'T BUY YOUR RINGS THERE.

I am responding to the person in the first post who wanted the tax to count on her trade-in. Are you kidding me? What rock did you crawl out from under? Tax is collected to give to a governmental entity, not for the company to keep. I feel really sorry for people in retail to have to deal with some of the nonsense I have read on this site!

im having the same problem at the moment. My husband bought me a diamond ring in October 2008, about 2 months ago I noticed that 1 of the diamonds had come out I took the ring to my local jewellers as Im in the uk and they said there was 3 diamonds missing. I wrang the shop were we bought the ring and they told me to send it back and they would replace the diamonds as I had taken out the insurance for life. Two weeks later my ring came back I had a good look over it and the ring looked just the same only a bit cleaner, no diamonds replaced and they had damadged it more (it looked like it had been in a vice).
My husband rang the shop that evening in which the lady said to ring back the next day and the manager would be in, the following evening we phoned again to our surprise no look again she said to phone on the tuesday bacause it had been a bank holiday. Tuesday came I phoned again this time got a different shop assistant who said the previous lady was off until friday and that she would get the area manager Don McKinnin to phone us back, still waiting for him to phone and getting a little bit annoyed now as i carnt just pop on a bus and take my ring back. We have been given another number of head office in Texas but once again no look. I wish I could just send it back and get my money back you dont ever think your going to have as many problems buying a diamond ring from a repitable firm or so you think it is.

i have a ring through Zales in NY and have had nothing but pleasant experiences with the company and their employees since it was purchased last year. I work near the zales and am forunate enough to have a pretty good relationship with the employees there who know me by name. they answer any question i have and they've been honest and willing to work with me on several things i've asked for. my mother also has had an account with Zales for well over a decade and has had pleasant experiences with them each time she's purchased something, with their merchandise, and i have only had one complaint with a stuck up jerk who works at one of the other zales locations in my city. I guess i'm just hoping that the personal complaints about the customer service have been with the associates in specific stores in your city/state. i love the several zales stores we have in ny... by the way as for the associate, you cearly are one of the associates these people are writing about, your attitude clearly indicated you should not work in cust. service i have worked in cust. service for three years and currently work for a jewelry co (not zales but i wish they were hiring because they are great people at the location here in ny) and jewelry is intended to be worn at the cust. discretion, if that's everyday for some people and once a week/month/year for others than so be it, i've had no problems with my rings from anywhereand have only had them sent out to be rhodiumed (for white gold rings)

I used to work for Kay Jewelers and Zales Corporation and I am diamond certified. When I diamond falls out most of the time these companies replace with a diamond of lower quality. If you squak enough you can simply have exchange the ring with a new one. If you have anything enscribed on or in the ring it is imperitive that you give them specific instructions amking sure the associate is writing all this down NOT TO REMOVE THE ENSCRIPTION. Make sure that your item is also insured for the correct amount when being sent in for repair (AIM HIGH $). KAY JEWELERS IS 100% GUEST satisfaction and if you complain to the right people in the correct departments they will take care of you one way or another. My advice is try to resolve the issue with the associate first (most want repeate business from you and will do anything within the companies policy to help you) but if they don't appear effecient go to the manager. If the manager is not helping call customer service. If customer service does not help call the corparate office.
I find Kay jewelers do try to give good customer service. Zales corporation is a mixed bag of chips but there are some customer service oriented people within the company. You just have to find the right one.

my husband and I picked out wedding rings at zales. When it was time to get married the night before I had a bad feeling that something was wrong with the rings. Good thing I stopped they never sized my husbands ring. So they had to erase my engaving and the ring we did get the next day. They never compensated us in any way and they tell us if they do the engaving now we'll have to wait a few days to get his ring back. They never even said sorry. Also, the young girl that works in there acts like a hooch and hangs on my husband.(really she is handed if you know what I mean). My diamond after approximately 1 year is lose and I'm afraid to take it out to be fixed I feel they will change it out. Now I go to the zales outlet and shop they are less expensive, but some of the sales people suck there too. If you look like you don't have much money they ignore your presence. Good luck to all who choose the corpus christi location at Padre staples mall.

I thought I was the only one having problems with Zales. We initially bought my ring in 1996. Purchased the lifetime warranty. Brought it in religiously every 6mos to have it checked. Some storage managers were very nice, one store manager literally yelled at me. I decided I would not do business with that store and decided to take my ring to have it checked when time came at another store. After a few years later the store manager left and I came back to the original store where I purchased the ring. I had it upgraded, you know, double the price and get another ring. I loved my ring until I took it in 6-mos later and the manager said that a prong was missing. The ring was to be back 4-wks later which didn't show up until 6-8 wks. The ring has three diamond, one of the prongs holding one of the diamonds totally came off. We were on vacation and I looked at my hand and was horrified to see the whole piece missing along with the diamond. We brought it back they told me it was not unusual for this to happen and 8-wks later I was fuming because once again they had not met the 'promise date'. They do not know the meaning of customer service. They decided to give me another ring, which now is rubbing on the sides of my finger. I didn't want to take it back but not wearing it is silly. So I went back the associate knows us and told us that it just needed to be cleaned. So two weeks later my husband shows up to pick it up and they tell me that there is no ring and that the associate made a mistake and did not calcualte the time frame because it takes two days to be shipped to the jeweler, two weeks to clean and then two days back. I was so upset that I called the manager talked to her about the problem and all she could say is 'sorry'. I've had so many 'sorrys' from Zales. All I want is my money back! They are horrible. Something needs to be done and I will need to bring legal counsel now. Martinez, California

My wife and I sent in our rings...to get cleaned at Clackamas town cewnter in Clackamas Oregon and they did VERY CRAPPY JOB...Both rings...her diamond earings and my mens diamond ring were very foggy and the gold was not even cleaned...I wil never do bussiness with ZXales again

They broke my watch and state now it's my fault and they will do nothing. I will never buy anything from them.

My boyfriend bought me a necklace with our names in it and our birthstones for our 1 yr anniversary on sept 9, 2008 and in October of 2008 the ruby fell out when i was showing someone. My boyfriend brought it to a store and they didn't want to fix it. He brought it to another one and they said they had to send it out and see how much it was gonna cost. They charged him even though it was about a month it broke. They called him to pick it up a week before Christmas and he went in and they never fixed it. He told them to fix it, the second time, the ruby was so cloudy and diff from the pink one that didn't fall out. The 3rd time they put a pink stone in and when my boyfriend told him it was a ruby stone, the guy actually looked at him and said what is a ruby? he had to actually show him the color form a ring in the store. The 4th time I went with him because he had it already and I wanted to raise hell and get his money back. I just went Jan 21, 2009 and they put a DARKER PINK STONE! Idiots ! I told the lady I had enough and wanted the money back, she said fine but they wouldn't fix it without money because the jeweler had to be paid but I refused to because It wasn't fixed right and he had 4 chances. So they said they were gonna give it back to me on wed with the stone removed... we will see what happens but I'm gonna take it to my own jeweler and see if he could help me out. I can't believe all the complaints. I thought I was the only one, guess not. i wish he never bought from here, I'm only lucky it wasnt my engagement ring and all that money didn't go down the drain. I wish they were put out of business for their horrible jewelry and customer service.

To whom this may concern,

I had recently taken my engagement ring into Peoples on Fairway Road in Kitchener, Ontario. I had brought it in for the appraisal inNovember and ended up needing to send it away for repair. To my frustration, I had called in to see if my ring had arrived. Upon the discussion, I had asked why no one had contacted me, just a simple question, instantly, the store owner (to my surprise) had said to me that she did infact call, saying that I was insulting her, which I did nothing of the sort other then question. Then, I had simply stated due to her reaction, I was disgusted, I said I would not purchase anything from that store agian, as I personally do not feel as though they take care of they're clients in a professional manner, especially dealing with ones most expsensive and meaningful treasures. With that being said, the store owner knows my Mother, and had decided to take MY engagment ring, that I had signed for, I sent in for service, the ring we paid for, event though I had said I would be there by 6:30pm to pick up my ring, but that wasn't good enough, she, like I said, took the ring and handed it to My Mother who is employed by a different Jeweler. This is COMPLETELY inappropriate. My Mother is not needed to be involved in such ways, and this was not for the Owner to decide. If she did not want me present in the store, for whatever reason, she could have called me directly back, as she claimed she knew the number, and I could have made other arrangements if needed. I can not believe the store owners nerve in taking such actions.

I hope you take this matter extremely seriously, as this has become very personal.

I would apprecaite you keeping me confidential, as I can see this can't be fully trusted, and I don't need my family to be involved because of one of your store owners, uneeded, careless actions.

Thank you.

My husband purchased my diamond wedding set. I noticed the ring caused an allergic reation to my finger so we took the ring in to get resized, rhodium cleaned and soddered together. When it was time to go pick the ring up they did not sodder the set together, instead of an apology the sales man laughed in my face as if to say so what we didnt get it right. Then after all of that he told me that they would send it back for another two weeks at no charge to me, how could they charge me when we already paid the money for the protection plan. long story short i took the ring back in to get rodium cleaned again and i was told that i would have to purchase the protection plan again. PLEASE DO NOT WASTE YOUR TIME OR YOUR MONEY WHEN DEALING WITH THIS COMPANY

My fiance just bought me an engagment ring from Zales. It was not but not really my style so we returned it. Low and behold, they could not give us cash so now I am waiting for my "Gocheck." It sucks that I just got engaged and now have to wait 2 WEEKS for my refend in order to go purchase a new ring. I also want to add that the nasty woman behind the counter did everything in her power to convince me to just buy a ring from them, but I knew they were a rip off. What made me really mad was when she double checked the return with her manager. The manager said "well, why dosent she just pick out something new?" to which to woman replied "Well, she dosent WANT anything here." Her tone suggested that I was being some sort of stuck up brat who didn't want to buy from Zales. Im not stuck up, I just dont want to wear a poorly crafted, overpriced piece of junk. End of story. Never returning to Zales.

Before telling my experience with zales i just want to let who don’t know that zales corporation owns Bailey, Banks & Biddles, Gordon's Jewelry and a few other chain stores.

I had very bad experience with Zales stores here i Miami

First: they lied to me with the upgrade policy claiming that when I do Upgrade they exclude the Protection and the tax paid for my old ring.

Second: after i upgrade to one ring, i couldn’t find any nice matching band to it so, i decided to get another one and that was in less that 15days, i paid the difference and got a bridal set

1 week later i saw the same set i purchased for $3999 online for $2799.99 only.

I went to the store to return it back and return the money i paid extra for it and get whatever i paid for the first one in a Gift card they refuse even though it is within the 30 days for the refund, claiming that they usually look at the original date for the receipt which belong to the first ring i got and this is the Policy even though its not written like this in receipt.

one week of going to store and calling the only thing they say i can exchange with the same value but i don’t want to spend that much money in Zales anymore
Also, my husband called them and the guy answer, then hang up the phone on my husband face (very rude

Now i am still working on this issue i called the regional manager no reply, and if didn’t work i will fill a case against them (Zales).

Before telling my experience with zales i just want to let who dont know that Zales corporation owns Bailey, Banks & Biddles, Gordon's Jewelry and a few other chain stores.

I had very bad experience with Zales stores here i Miami

First: they lied to me with the upgrade policy claiming that when I do Upgrade they exclude the Protection and the tax paid for my old ring.

Second: after i upgrade to one ring, i couldn’t find any nice matching band to it so, i decided to get another one and that was in less that 15days, i paid the difference and got a bridal set

1 week later i saw the same set i purchased for $3999 online for $2799.99 only.

I went to the store to return it back and return the money i paid extra for it and get whatever i paid for the first one in a Gift card they refuse even though it is within the 30 days for the refund, claiming that they usually look at the original date for the receipt which belong to the first ring i got and this is the Policy even though its not written like this in receipt.
one week of going to store and calling the only thing they say i can exchange with the same value but i don’t want to spend that much money in Zales anymore
Also, my husband called them and the guy answer, then hang up the phone on my husband face (very rude
Now i am still working on this issue i called the regional manager no reply, and if didn’t work i will fill a case against them (Zales).

I strongly agree. My husband and I have had a very similar experience with my wedding band and have been treated very poorly, especially by the store manager, Jeff Kay in Algonquin, Illinois at Algonquin Commons. Additionally, the corporate office told us that we were lucky that they were keeping it under the warranty, which cost us $70, since we had the ring engraved by someone else. The solution...DO NOT BUY ANYTHING FROM ZALES! I will make sure that none of my friends or family members ever go to Zales. Not only is the product of extremely low quality, the management clearly could care less about the customer after the sale is made.

I wish I would have read all these before sending my ring in for repair. I found this site after googling for Zales Corporate offices so I could send a formal complaint. Sounds like it wouldn't even help. I took my ring in for it's 6 month check-up and also because some of the gold was coming away from one of the channel set diamonds. They told me it would take 1 week. I went in 2 weeks later and no ring. While I waited in the store, they called the jeweler and he told them he needed to repair all the channels and rebuild them all and it would take another week. 2 more weeks go by, no ring. Finally I got a call - more than a month later, and was told my ring was ready. I went in and as soon as I looked at I knew it was just plain wrong. It looked horrid - the diamonds didn't look the same, especially the center one. Also there was a huge gaping space between one of the channels that was never there before. I refused it and told them to send it back and fix it. Again I was told it would take a week. I went in that store every week for a month and it wasn't there. Finally I get a call last week saying it was ready (I took it in initially in May 2008) it is now August 11th). I went in yesterday to pick up my ring and was mortified! It looked even worse than before - even my 10 yr old daughter noticed that one of the diamonds "didn't go with the others". It was shattered! The sales lady acted like nothing was wrong but I insisted that I see the manager. The manager could immediately see the problem(s). The diamond was in fact broken - he said the jeweler must have hammered it in too hard and broke it (excuse me?) Also the large gaping space between the channels was still there. One set of channels was higher than the other side, the list goes on and on. None of these were even issues when I took my ring in - I just needed a tiny bit of gold added to the side of one channel and now there is this hideous ring that doesn't even look like the one I purchased. The manager was visibly embarassed that they didn't even check it before calling me. I only wish I would have photographed my ring before taking it in the first time, then photographed it after the first repair (botch!) and then again after the second repair (botch) where they shattered one of my diamonds. I have been "promised" that my ring will be perfect by Friday (August 15th) just 3 days from now. We'll see... I was "promised" by the manager that if it wasn't perfect, we could exchange it for a new one. I don't want a new one! I want my wedding ring back!

It has been over a month since I returned a ring to Zales and I have YET to get me money back. They have stolen my money.I have called about 15 times and they keep giving me the run-around, telling me it's not their fault and there is nothing they can do. They said they 'released' the funds and that's all they can do. So, what.. the money just disappeared into thin air? My bank can even verify the money has never been deposited. Zales has the most terrible customer service I have ever dealt with. I am now left with no ring and no money. I am reporting them to BBB.. and if that doesn't solve it, I'm getting a lawyer.

The Zales Park Plaza Mall in Little Rock has the same VERY POOR customer service that you speak of here. The guy I talked to (dark, spiky hair -- glasses) was flippant and dismissive. He could not have cared less that the cathedral band on my 3 week old engagement ring is coming apart.