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

Zale Jewelers / 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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11:16 pm EDT
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Zale Jewelers / Zales.com diamond chipped during soldering

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

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

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

I feel robbed!

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RobMarc
, US
Dec 03, 2009 9:45 am EST

Guess what. If a diamond chipped during repair, IT WASN'T A REAL DIAMOND.

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3:11 pm EDT
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Zale Jewelers / Zales.com ridiculous service

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

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

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DK-G
, DK
Feb 03, 2011 12:52 pm EST
Verified customer This comment was posted by a verified customer. Learn more

Hi.
I made a site to share your reviews and complaints with the jewel webshop TraxNYC.com
In Nov.2010 i bought what i thought was a 10k Solid White Gold Franco Chain 30 Inches 5mm 53 Grams
Item #:10296. For 1500$.
I went to the best jeweler in my town, and they made a metal-test of it.
They told me there was no gold in it at all.
I read from multiple sites, that when/if you send your purchase back to TraxNYC.com
You will not achieve anything else than loosing your product and money.
Please write your exsperience with this company, so people can see the truth,
and we together can end this scam and fraud.
www.TraxNYCscam.com !
Please go there and write your complaints and reviews, so we can stop this scam and help people !
www.TraxNYCscam.com !

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Abdullo
New York, US
Sep 10, 2009 4:53 pm EDT

I bought my custom made pendant and diamond chain from TraxNYC.com and really happy, the BlueNile will never have such a good pieces.
www.TraxNYC.com is the best jewelry store!

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4:55 pm EDT
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Zale Jewelers / Zales.com pricing scam

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

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

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nananabull
Salem, US
Oct 26, 2009 1:10 pm EDT

i actaully worked for a zales store. On Xmass they had ur change the prices of the earings to like double and when they closed our store the gave us like a 2 day notice and did not transfer us. Many of thoose people were there for years very nice people to work with it is just the people in the higher positions that are unethical. If you find a cheeper price online print it out and they have to honor that price... Good Luck in your Jewlery shopping...

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9:11 am EDT
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Zale Jewelers / Zales.com poor customer service!

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

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6:45 pm EDT
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Zale Jewelers / Zales.com terrible company

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

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frances
,
Jul 21, 2008 4:00 pm EDT

I purchased a diamond ring at Zales 5 minutes later the diamond fell out. Since then I have taken it to Zales to get repaired 4 times. I asked a Zales agent if I can upgrade the ring and invest more money into a better quality ring;I was told I could not do that. I recently had to take the ring to get fixed again, this time I went to another jewelry store for the repair. I was told the diamonds were being replaced with cubic zecornias and they were being glued back in. The jeweler making the repairs told me that he could not guarantee the repairs because the setting of the ring had been ruined. What am I suppose to do with this ring?

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klcoconut
, US
Jul 31, 2012 7:16 pm EDT

I've had my ring since 2008. I've lost track of how many times accent diamonds have fallen out of my wedding ring. Sometimes they have fallen out days after I picked up my ring from being repaired. I have my stones checked every 6 months to keep my warranty current. I've also requested they send it to a different place to be repaired and that hasn't helped. Since it has to be sent out for repairs it usually takes two weeks to get my ring back. I feel like Zales has had my ring more then I've had it. I just got my ring back 3 days ago and I looked down at my ring tonight to see another diamond has fallen out. This is horrible and makes me so sad!

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nozales
, US
Dec 12, 2011 2:17 am EST

My husband bought my wedding and engagement band together which cost almost $3, 000. Its was a 14k yellow gold with 1k diamond. 3 months later the gold started to fade! I have lots of god jewelry and this has never happened before although they are higher karat. We went back to the store a year later as i was living aboard. When we got there the sales man first he said my skin must have changed the ring? i reminded him its GOLD and he said because its 14k there are metals then told us thats what happens with 14k as there are other metals its likely to fade. I didnt know much about 14k american gold so gave benefit of doubt and gave him to 'dip' in gold luckily my husband had lifelong warranty. When we got ring back it was bright yellow was very confused and hoped they secretly changed ring but a couple of months later it faded again! so i read up on it and found that even 14k, 9k what ever GOLD should NEVER fade. White gold can turn yellow as its natural gold colour. So this was NOT a gold ring! We went back to Zales and told assistant everything and new information therefore, they couldnt tell me BS. Then they look at receipt then computer and a rude sales women was like Oh its actually white gold! and we dipped it yellow because thats what your husband ordered! so they sold us a white gold ring and dipped it yellow instead of ordering it in yellow and have the nerve to say my husband was informed!

We were shocked that she lied so blatantly and tried to make out like its no big deal we can order yellow gold now. We decided to wait for the manager and she apologised but they wouldnt give a refund as we dont trust their products anymore how can you lie to customers about what they purchased and be casual about it? If you buy yellow gold thats what you pay for NOT gold plated? Anyway they have ordered both rings in 'real gold' but im going to have it valued independently to make sure. DONT BUY FROM ZALES who knows if its real gold Or diamond for that matter!

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Arnold Dcaprio
, CA
Jun 08, 2010 6:45 pm EDT

Few months ago i was in the jewelry store named Mappins at Marlborough Mall Calgary Alberta N.E. And the manager of the store gave me wrong information about the product and was being rude and very unprofessional. He sold me a one karat diamond, which was not a Canadian by saying that it was a Canadian Diamond and he also gave me a falsifying certificate for that product and i would really appreciate if anyone in Zale’s should take further action about this mislead information. The company should not have Managers who are abusive to the customers and he should have respect for the customers. I told him i will be complaining about this and he taunted me by saying "Yaya go ahead" he dealt with me in such a dreadful way in front of other customers and employees. I will NEVER EVER SHOP AT THIS STORE AGAIN AND I WILL MAKE SURE ANYONE I WILL NOT RECOMMEND ANYONE TO GO TO ANY ZALES STORE.

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Arnold Dcaprio
, CA
Jun 08, 2010 6:43 pm EDT

I AGREE WITH HER STATEMENT BECAUSE MOST OF THE ZALES, MAPPINS AND PEOPLES EMPLOYEES DON'T KNOW THE CORRECT INFORMATION ABOUT THEIR PRODUCT THEY SHOULD BE FIRED.

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nananabull
Salem, US
Oct 26, 2009 1:15 pm EDT

your an idiot why would you make him feel bad if he had the best of intentions i would have returned it and said i lost it...

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Zale Jewelers / Zales.com worst service ever!

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

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

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PissedOffAsHell
, US
May 03, 2011 7:27 pm EDT

I agree. They are full of BS. I really want to cancel my card but don't want to mess up my credit. I paid my bill off but they were still charging me interest. Wtf? Talking about I still owe interest even though I paid my entire bill off. Don't get this card. I made the mistake because I wanted to build up my credit but got messed over. This has truly scared me away from ever getting another card. The sad thing is that we had the money to buy the rings on out and I'm no longer engaged. Nothing but BS. Never again.

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yun-yang
san francisco, US
Feb 26, 2010 1:59 pm EST

me too! their customer service representative was very rude..

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spomoe
Spokane, US
Sep 04, 2009 12:09 pm EDT

Zales has absolutely the worst customer service I have ever seen. I tried to make a payment online and, because I did not have the card with me to enter the numbers from the back, I was unsucessful. I tried to do the right thing and called customer service to make my payment. After they verified all of my personal information, including name, social security number, date of birth, and address, they told me they could not help me because I, again, did not have the numbers from the back of the card. They could, however, take my payment by phone for the small fee of $14.95. Wow! When I asked to speak to a supervisor, I was connected with "Jennifer, " who immediately simply hung up the phone.
I realize they outsource their accounts and the store's themselves have nothing to do with this poor service, but they need to realize it reflects very poorly on their image. I mailed a check in full and asked my account be closed. I will be complaining to any available source, whether it helps or not.
People need to know this company allows their customers to be treated this way

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6:09 pm EDT
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Zale Jewelers / Zales.com poor customer service

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

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Reviewer60656
,
Sep 02, 2015 9:07 pm EDT

Dear Zales,
  I am more than appalled at your Enfield CT location. I feel a great injustice has been done to me. Let me explain why I will never use your company ever again.
  I purchased a beautiful ring for my wife, the ring retailed at $5, 900 I also purchased the lifetime warranty on the ring as long as I maintain my cleanings and inspections every six months which I follow religiously. I have had three repairs done to the ring. The first repair was one of the stones cracked and was found during one of the inspections. They sent the ring out and said it will take two weeks for the repair to be made. Two weeks came and no call, three weeks came and no call, so I called and found out that it is a special repair and had to be sent to a special repair facility. I asked how much longer would it take, the girl said one week guaranteed, I said OK please call me if anything changes. A week went by and no call. Again I called and spoke to the manager he said well this is a special ring and requires special attention. I again was guaranteed one more week. I called two weeks later and spoke to the manager again who completely forgot I already spoke to him about this. He gave me the same story. I told him we had already had this conversation and he immediately clammed up it took a month and a half for a two week repair. I was upset no one contacted me.
  Repair number two. My wife recently had lost 140 lbs and had to have the ring re-sized from a 9.5 to a 6. They told us it would take 3 weeks and was completely covered by our warranty, great, I thought. Three weeks went by and no call. So again I called. I spoke to the same lady I dropped it off with and she said it is waiting for approval, I said you have my approval and she stated it was going to cost me $240 because they have to replace the entire “shank”, wow wait a minute I was told it was under warranty. Apparently they cannot re-size a ring more than three sizes and the band has to be replaced, so I spoke to the manager and after a great deal of effort he decided to only charge me the stores cost of $80 and it took two more weeks.
Repair number three, by this time I was a loyal customer of Kays adjacent from Zales. And was getting her Zales ring cleaned and inspected along with three necklaces, a mothers day ring, and a pair of diamond studded earrings I had purchased from Kays. The gentleman at kays asked to see the ring knowing how upset with zales I was. I showed him the ring and he inspected and found a loose diamond, thats correct i just had it inspected by Zales and the guy at Kays found repair that was needed (Thank God for Kays) so I immediately brought it to Zales and spoke to the new manager and updated him on the repair that was needed and also about the many issues I have had with his company. He stated that is why the old manager was let go and that he uses a new company for repairs. So I dropped off the ring on July 13th and was told he would have it ready for me by august 3rd I also let him know we were leaving for vacation on august 22nd and if there was any delay to call me. Guess what august 3rd came and went. I called august 10th and spoke to a girl and she said its still at the repair shop and wasn't sure when it would be back, well after talking to her and asking for the corporate number she gave me the number to the repair center so I called them and they said my ring would not be ready until august 18th. I called the store on august 20th and they said “yep its been here since the 18th” it would have been nice to get

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Jeffmozo
, US
Jan 04, 2011 10:47 pm EST

I ordered a ring and 2 other items on Monday 12/12/10 online at Zales. All items were listed as available and guaranteed by Christmas. I got a call in the evening on 12/17/10 to inform me that the ring would not be available until mid Jan and if that would be OK. I stated that I had to have the ring by Christmas for my wedding anniversary. He apologized and said I could have 10% off of another item and by the way, the discount that I originally received because of the monetary amount (3 items) was reduced and I was informed that 1 of the items would not receive a discount at all (The discount was applied to the total originally). During the checkout, nothing indicated that some items were excluded and they don’t charge your card until it ships. So, you can’t really be sure what you are paying until it ships I guess.

Later that night after shopping wildly for an alternative, I called and asked to speak to a supervisor. I was placed on a torturous hold and then told that I could not wait for a supervisor because they needed to clear the line. I persisted and eventually spoke to a supervisor. I pointed out that by offering a 10% discount for the inconvenience was a joke. After removing the original discount and then offering 10%, I would come out the same. (What I really wanted was the item that I had spent a lot of time shopping for and selecting.) I got nowhere and was left with the impression that business is so good at Zales that they can afford to treat customers any way they want.

With only a week till Christmas, I had no choice but to select another item from Zales and to make it better I was required to place the order over the phone so they could review the account notes and straighten things out. Another half hour I will never get back. After placing my order, the Rep said she did not have the authorization codes to apply the discount and there was not a supervisor available; therefore she could not give me a total. She did assure me several times that the order would be shipped overnight through FedEx and my discount would be credited back to my card.

Today 12/21/10, I get an email showing the order was shipped 3 days later and you guessed it. It was not sent as overnight service. Instead it was sent as Express Saver with an estimated delivery of 7:00 pm on 12/23/10 (if all goes well). If I am not waiting at the door, I don’t know how I am supposed to get my hands on my order.

This has been a frustrating experience and I will never purchase from Zales again.

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d3v1lsadvocate
Paulden, US
Aug 29, 2009 1:40 am EDT

Why did you leave the store when you purchased the items without the docs? If you doubt the authenticity, you should not have left. YOUR FAULT.

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Zale Jewelers / Zales.com diamond ring

My husband bought me a ring 5, ooo dollar in year approx 1998. The diamond was suppose to be unique trillion cut it look milky and stone look crack. I bought in zales in hobbs n=new mexico. I tried to trade it in at zale oulet and sell it at a diamond shop and was told it wasnt worth any thing please let me know what you can do about this ii have never had any trouble with zales diamond before please contact me at [protected]. Loretta keeton

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ReesePualani
Haiku, US
Jun 01, 2010 2:35 pm EDT

When you tried to trade it in, did you have any kind of proof that you purchased it from Zales? In order to trade in you must provide proof, like a sales reciept or diamond bond, that way the salesperson knows that you bought it from Zales and also how much your trade is worth. If you didn't have any documentation, they can't let you trade it in. I know it sounds silly to keep reciepts that long, but lots of people do especially for big purchases like diamond rings. If it was purchased originally from one of there regular stores and not at an outlet, you should have gotten a lifetime diamond bond with it. That is the little piece of paper that you bring in every 6 months when you get your diamond inspected. That would have also served as proof of purchase. Unfortunately, if you didn't have either one of those things, there's not much they could have done for you. Purchase information is not shared in the computer system between stores, and it is also purged every 5 years. There is a new system in place through their intranet site, and they can access that for you at most of the stores. If they do a customer search on their "ZNet" site, with your name and maybe some other information, they may be able to find that purchase.

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Zale Jewelers / Zales.com ring

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

Dissapointed
Mary

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lolgoog
, US
May 10, 2009 7:10 pm EDT

Apparently, you can send the ring back and get a refund.

what is the problem?

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Zale Jewelers / Zales.com useless protection policy/resizing error

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

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ReesePualani
Haiku, US
Jun 01, 2010 2:03 pm EDT

I agree that the protection plan was added without your knowledge, however, did you even try to ask them to refund that back to you? When the salesperson is ringing up the sale, the computer system makes is very easy to accidentally add on the protection plans. It is also your job as the consumer to pay attention to what you're signing. The reciept always lists the protection plans as a separate item with a price next to it. I'm sorry that you were in a hurry and didn't really read your reciept until you left the store, but that is not the salesperson's fault. When you are making a purchase, especially something like jewelry, you have to make sure that the reciept matches what you are purchasing. The free guarantee is the Lifetime Diamond Bond, in which the diamond does have to be inspected every six months in order to keep it valid. Unfortunately there really is no solution to that part of the problem. If you currently live in the UK, you can contact the store or home office and insure the items, at your expense, and send them back. They will have to issue you a refund check that will be mailed to your UK address within a few weeks.

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Zale Jewelers / Zales.com terrible experience

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

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

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

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jamesisajeweler
Atlanta, US
Apr 06, 2009 12:07 pm EDT

Hello to you i'm James The Jeweler in Atlanta, Ga and i read your complaint here and in the future should you have any problems with jewelry stores contact THE JEWELER'S VIGILANCE COMMITTEE TO FILE A COMPLAINT, THIS ORGANIZATION WILL DEAL WITH THE JEWELRY STORES FOR SURE.

THE JEWELER'S VIGILANCE COMMITTEES' WEBSITE ADDRESS:

http://www.jvclegal.org/Consumers/index.php?categoryid=20

CONTACT THE JEWELER'S VIGILANCE COMMITTEE BY PHONE:

Normal business hours are 9am to 5pm,
Monday through Friday (Eastern Time)
excluding National Holidays.

Telephone: [protected]
Fax: [protected]

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Zale Jewelers / Zales.com account closing

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

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SMG123
Chula Vista, US
Aug 19, 2009 10:12 am EDT

I would call it economical jewelry. Let's face it, we don't shop at Zales for family heirlooms, we shop there for affordable, nice things that make those close to us happy.
My complaint with Zales is also about their credit services. After purchasing an item, I deployed with the military. Two months later, I paid the accont in full. Several months later, I found that I had been charged a $7 residual credit fee, and had accumulated late charges and interest fees. The creditors would not forgive the charges, which were bs, and the store would not intervene on my behalf.

So, to the corporate employee who plays devil's advocate on these post, I am not calling the product "junk". I am merely I spent at Zales more than Zales appreciated the $7 residual credit fee and subsequent charges. Hope your store appreciates the economy, and goes under.

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Zale Jewelers / Zales.com crappy service after sold us jewelry

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

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Update by whistledick
Mar 21, 2009 3:51 pm EDT

OBTW...we purchased these ring sets a year before...this was inspection time

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Zale Jewelers / Zales.com poor workmanship/worse repair service

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

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UghhtheAnger
Bradford, US
Nov 17, 2010 2:08 pm EST

Can you submit a picture, I'm having the same problem, and wonder if it's the same ring...

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Zale Jewelers / Zales.com special orders

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

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leeann duff
vincent, US
Oct 20, 2014 7:57 am EDT

My Fiance and I ordered off the website a special order ring and it has been almost a month and 3 cancelled weddings and they are blaming the jeweler for the delay. I was told Thursday Oct 16th 2014 that the jeweler was overniteing my ring Friday the 17th so i would have it for Sat the 18th for the 3rd wedding i had scheduled... Sat came and went still no ring... Here it is Monday Oct 20th and i am again waiting i am the one doing all the calling and checking for updates noone from Zales is emailing or calling me..

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Zale Jewelers / Zales.com bad worst customer service

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

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Update by Jessica Navaro
Jan 17, 2009 11:59 am EST

Zale Store Manager Pentagon Center Virginia very nasty, cruel, unpleasant bad customer service attitude.
Bought and purchase a ring but since she is having a bad day she denied me a customer service in stead she
recommended me to buy a ring at Kays Jewelry Store downstairs. Zale Store Manager rather continue
arguing with her employee than helping us customer.

Update by Jessica Navaro
Jan 18, 2009 9:52 am EST

I have the same experience the Zale Store Manager in Pentagon City Mall treated me very nasty.
I was looking for an engagement ring she send me in stead to Kays Jeweler store because she is busy
talking to the phone. She denied me service. I hope the Zale Corporation notice these Zale Store Manager
unpleasant attitude. She sat all day in that chair talking. So, sad!

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Zale Jewelers / Zales.com employee fraud activities

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

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Zale Jewelers / Zales.com worst customer service zale store manager

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

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Jessica Navaro
Falls Church, US
Jan 18, 2009 9:48 am EST

Zale Corporation should decipline the Zale Store Manager in Pentagon City Mall for Management Training as there should not have any bullying and harassment exist in there store using power tripping. It is very sad that the Zale Sale Employee who is Pakistani experience that humiliation. I commend the Zale Sale Employee Pakistani for keeping up his cool and for being calm and collective.

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Zale Jewelers / Zales.com misleading price discount

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

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Zale Jewelers / Zales.com scam billing

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

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

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

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ReesePualani
Haiku, US
Jun 01, 2010 1:50 pm EDT

Did you think to call the customer service line? If you do not have a history of making late payments, they would have refunded that $29 late fee. Also, all billing is done thru citibank, and is automated. If your payment arrives to the billing dept one day late, that late fee is automatically added to your bill. If you read your billing statements for any credit card, they always say to make sure you are sending the payment with enough time to get there before the due date. I hope the situation with your rings got resolved, sometimes mistakes happen at the vendor level too, not just at store level.

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