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Zale Jewelers / Zales.com
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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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J
4:46 pm EDT

Zale Jewelers / Zales.com emerld cut diamond ring

Re:Emerald Cut ring purchase price $ 4, 799.99
Cert#[protected]

Myhusband purchased this ring November 2004 ...I began to notice a color change after I had the Zales people send it off for a sizing. It is white gold and it started showing a yellow tint about 1 year ago. I said something to my husband and he could not see it. But, I am a women and love pretty jewerly so, I was difitenly noticing it. I brought the problem up at the store and the manager said it needed to be sent off and have it polished etc. She sent it off and it took 3 weeks to get it back but, she said she sent it somewhere else (because it was not done right) and so it did not get back from that place for over a week after I had another visist with her. I received it today and one of the diamonds in not centered where it should be...This was not this way until it had be sent out of the Lawton store to the repair shop and then sent out to the 2nd repair shoP. I love this ring b ut, the service is no good. I expected to be contacted before it was sent out the second time. Someone is not doing their job ... after spending way over $10, 000 with Zales since August 1982 I feel like they are taking me for granted and do not appreciate good customers. Ii have good jewerly but, it cannot be serviced by every Tom Dick and Harry .. who does the repairs etc for Zales? some wierdo that has not education in jewerly? I intend to take this up with the manager asap...Then I will have to wait another month or so to have the stone reset. Every time we go in the store we have to deal with someone different.My other complaint is that I purchased a band that matches my Zales Diamont 1 ct. and I was told that I would have to pay for the sizing...what is the deal there. Do you require everyone to pay for sizing? I never knew that...If you want to sell something you have to have it sized to fit the customers finger. What has happend to good service for what you buy? I really would love just to have my money back or a new ring...)Please check this out and give me a answer...June Cantrell, 3405 Rambling Oaks, Duncan, Ok [protected]

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just so you know
Biloxi, US
Apr 01, 2009 11:51 am EDT

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

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5:17 pm EDT
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Zale Jewelers / Zales.com terrible experience

My husband purchased my princess cut solitaire at zales in Jan of 2000. When trying to pick out a band to go with my solitaire I was discouraged from the idea that I liked and wanted to see on my finger, being told it wasn't a good look. Another idea I had, a jacket, was also shot down. I was told that the ring was too wide and it couldn't be done. My current jeweler showed me that it was not only possible but very stunning! The look I was going for back in 2000 was very popular last year and this year, 2007-08. This was only the beginning of my experience with Zales. In March 2000, only a couple of days before my wedding and barely two months after the ring was purchased, I lost my diamond still attached to the head it was set in. The gold in the band where it had been attached appeared to be pitted. The store gave me a loaner ring to wear to my wedding while they fixed mine. When I received my own ring back it had the wrong head. I was told they had no way of knowing which head was originally on the ring even after I presented my papers (with photo on the certificate) to them along with the broken ring when it was brought in for repair. I was upset and just wanted to take my ring, even though it was not right. I was told that even in a couple days or so if I decided that I wanted to have the right head put on the ring I still could. When I asked for my certificate for the new diamond that was replaced I was told to keep my old certificate and that the diamond was a match to my original one. I thought they knew what they were talking about so I left with no new papers for this new diamond. Only days after this all took place I was having some snagging issues with the prongs that were on the ring (the wrong head) and took it in only to realize that there were two cracked prongs. I had them put the original style head on the ring at that point. I eventually took the ring in to Helzburg's and was told that I should indeed have been given a new certificate for the new diamond because no two diamonds are alike. I also asked another jeweler from one of the city's most reputable jewelry stores and was told the same exact thing. I went back into Zales with this information and they argued me out of it. That was the end of it. I took no further action. I wish I had but it has been almost 9 years since the purchase of the ring. As one woman stated in another post about Zales... "I am now stuck with a ring that I do not like and has no sentimental value to me."

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ReesePualani
Haiku, US
Jun 01, 2010 2:49 pm EDT

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

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3:17 pm EDT
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Zale Jewelers / Zales.com bad service

I ordered several items fom Zales. I did this in response to tons of emails I received from them regarding sale. I placed my order per internet on Fri. 9.00am. I paid nearly $40.00 for next day Saturday delivery . It stated orders needed to be placed before noon. No problem ships out of same state with no time difference. Well, I was to receive email confirmation with 15 minutes. Hours go by NO EMAIL CONFIRMATON. So I called and talk to Zales rep. She assured me that they had my order and it was in stock and delivery was going to be on time. Well, here it is Saturday almost 3:00 p.m. and no fed-ex package. You must be at home to sign for their deliveries. So I called...they still did not send email with tracking info. Zales stated that indeed IT WAS NOT SHIPPED..had no explanation why. Great
a day lost due to their stupid rules ( signature required) No email really no nothing. So I told the rep. CANCEL...she said that she could not. Well their stupid rules state you can if YOUR ITEMS HAVE NOT SHIPPED (no problem there.) than you can cancel. She said just refuse package I said NO JUST DON"T SEND THE DAMN PACKAGE. I had read really bad reviews on ZALES...I should have listened. Will not shop there again.

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no ring
detroit, US
Sep 14, 2011 10:51 pm EDT

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

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Ben0519
Big Spring, US
Aug 22, 2012 6:54 am EDT

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

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marie69
Nashville, US
Aug 15, 2009 11:24 pm EDT

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

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Alex More
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Oct 04, 2008 12:42 am EDT

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

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K
11:48 am EDT

Zale Jewelers / Zales.com gives runaround & horrible customer service

My husband and I went to the Laguna Hills Mall Store to have his wedding ring resized(which is on warranty). They we nice at first, the only problem was none of the staff had a clue what they were doing. Thats pretty scary when they are handling expensive jewelry. They said it would be ready in 3 days at the most and they said they would give my husband a call when it was ready..Well, a week went by and no call. My husband then called Zales and the girl he was talking to didnt know how to look up his name and didnt know where he ring was. We were pissed and on top of it she hung up on him. He calls back a second time and she told him she didnt know how to look it up and she could not help him.
So he then called customer care and after getting redirected 5 times he finally got through to someone. Customer care then said they were going to send the district manager out to that store to train everyone how to handle jewelry. Shouldnt that be done before they start working with customers and really expensive jewelry! So in the meantime my husband gets the number to the person that is resizing it and he said it would be ready the next day. Well another week went by and they still said it wasnt ready then called my husband moments later saying it was ready. Well which one is it.
He went in to pick the ring up this morning only to get yelled at by the manager for calling customer care to complain. Instead of the manager apologizing he yelled at my husband, I just cant beleive it! I am in customer service and they are the most unprofessional company Ive ever dealt with. I bought all my wedding jewelry from there and I now regret it because if there is a problem then I will have to deal with these incompetent, rude people.
Lastly, when he did pick up the ring this morning there is a seam all the way around the ring that was never there. So now we have to go back and deal with that which we are probably going to be hassled by the manager and his employees. Its awful whenwe paid so much for it.

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Shurt
, US
Dec 04, 2009 6:42 pm EST

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

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1:37 pm EDT
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Zale Jewelers / Zales.com I will never set foot in this store again

I bought a pendant online from Zales, because the lady in the store quoted me a higher price. When I received it, there were 4 diamonds missing. I called customer service and they said I would be charged for replacing the diamonds, or I could send it back. I told her that the pendant was sold out and my lifetime gtd says they would fix the problem. She said no, the store would not fix it without charge. I wonder how they can get buy with saying one thing and doing another? I will never set foot in this store again.

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marie69
Nashville, US
Aug 15, 2009 11:19 pm EDT

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

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ms
,
Nov 05, 2008 10:08 pm EST

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

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nikky
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Sep 09, 2008 4:22 pm EDT

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

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12:15 am EDT
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Zale Jewelers / Zales.com beware

My wife turned a new diamond ring into Zales to have it sized and three weeks later, we still have yet to see the ring. We fear it may be damaged beyond repair and their subcontract jeweller may be trying to cover his mistakes. We receive daily phone calls regarding delays in the shipping of the diamond they LOST and the replacement for the other one they BROKE!?

I am tired of the excuses and delays and no one at Zales seems to care about the emotional toll this is taking on my wife and the repeated trips to the mall to get them to fix their mistakes.

I sent a firm e-mail to their customer "service" and I have not received a response from them which does not surprise me, even though I threatened litigation if the ring is unserviceable due to their carelessness.

So, if you live in Utah, DO NOT SHOP at Zales or have repair and service work done on your jewellery if you want a smooth, painless experience.

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JacD96
, US
Dec 30, 2009 3:26 pm EST

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

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nikky
,
Sep 09, 2008 4:29 pm EDT

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

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12:53 pm EDT

Zale Jewelers / Zales.com rude customer service/possible rip off

I paid for my fiance's wedding band and everything went fine in the store, a little slow. I had to ask for a ring box and a bag, but it was somewhat alright in the store. This was at about 6 pm. A little before 9 pm; the store called and askedif I would mind giving them my credit card information again. I asked why, since I had signed a credit slip, I have a receipt and the warranty went through. They became very rude at this point and demand the information. I asked for a manager to clarify WHY the information was necessary. I did not feel it was necessary to give the information over the phone and I was more than willing to come up there the next day to sort out the situation. The manager tried to bully me into giving out my credit card over the phone and I refused. I've been the victim of ID theft and I never do anything over the phone and barely anything over the computer. I told her I wasn't comfortable with giving the information over the phone and that, again I'd be happy to come in. She told me they were going to prosecute me for stealing! I said I have a receipt here and I can get the information from the card company thatthe charge went through. I again explained I would only come in but she told me I was a thief and was lying. I'm still not sure what about. She hung up on and when I called back they refused to give me the customer service or regional managers name. I had to call the next day and get the iformation. The charge has cleared my card holder and I haven't been called again, but I will not be going into their store again. I will take my warranty somewhere else.

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R. McCallum
, US
Oct 28, 2018 7:49 am EDT
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Purchased 5 persona charms online on 5/14, advertise to ship 2-3 days. I received 4 out of 5 on 5/25 (9 days later) called Zales 3x's since 5/25 to get info on the missing charm. As of today 6/7 I still don't have an answer. I don't think I'll ever order online from Sales again

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Stephen Underwood
, US
Sep 02, 2018 6:15 am EDT

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

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Belkys Montelara Burgos
, PR
Aug 28, 2018 1:59 pm EDT
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Item ordered: 20125097CREDIT CARD ZALES- # [protected]
I need a refund, I did'nt receive de merchandise. Please call me in spanish al [protected].

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Belkys Montelara Burgos
, PR
Aug 17, 2018 9:35 am EDT
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Good Morning:

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

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

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

Thank you for your attention,

Belkys M. Montelara Burgos

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d3v1lsadvocate
Paulden, US
Aug 29, 2009 1:58 am EDT

where will you take your warranty? The butcher?

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11:04 am EDT
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Zale Jewelers / Zales.com customer service

My ring came in a full half-size larger, it fell off my hand. The shop witch took it away from me and put it on the sizer and said it was the size we ordered, but didn't show us the sizer.

We came back the next day to an equally clueless old bag who did show us the ring on the sizer (it WAS too big) but then claimed it couldn't be fixed because of the style. Luckily someone set her straight, and the ring was shipped to another store with a jewelry fixer in residence.

THAT Zales store lost the ring, claimed the first store had it. We played phone tag for hours. I hate to admit how cheap I was for going here - the jewelry is ok but the workers are IDIOTS.

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Sabell
Lewisville, US
Mar 11, 2010 9:28 am EST

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

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

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

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

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

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

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James H. Cantrell
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Oct 25, 2008 5:26 pm EDT

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

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Kristin
,
Aug 15, 2008 9:33 am EDT

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

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

K

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4:32 am EDT
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Zale Jewelers / Zales.com rip off

In February of 06 my fiancé bought me an engagement ring from zales in Layton Utah, within having the ring for less that 2 weeks the diamonds began to fall out! I’ve had them replaced several times and had to eventually take the ring to my personal jeweller. When I took the ring in to have it cleaned for of all things MY WEDDING they told me that I would have to have it sent out and it would be back in aprox. 6 weeks! I ended up taking the ring to a local jeweller who added 2 tiny prongs to the ring and charged me 15 dollars no stones have fallen out sense, however when I took the ring in for inspection for my diamond bond they informed me that I had voided my warranty by having work preformed on it and they would no longer clean, repair or replace the ring. When I asked about a prorated refund of the 280 dollar lifetime bond the guy laughed in my face and said" you’re kidding! Right!?" I love my ring but would never do business with them again.

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Andrew Slaughter
, US
Jul 25, 2016 4:57 pm EDT

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

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navychick99
Blythe, US
Feb 03, 2014 11:30 pm EST

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

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Caught them Stealing from me
Springfield, US
Apr 11, 2013 12:27 am EDT

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

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Unhappy in Washington Pa
Washington, US
Jun 01, 2012 7:03 am EDT

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

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knoxi
Mary Esther, US
Apr 06, 2011 10:19 pm EDT

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

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

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

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

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

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

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

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dirtbombsfan1
Brooklyn, US
Jul 19, 2010 10:24 pm EDT

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

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connie
,
Sep 06, 2008 9:47 pm EDT

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

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3:58 pm EDT

Zale Jewelers / Zales.com how can they get away with this stuff?!

My husband bought my engagement ring in the Rancho Cucamonga, CA Zales store March of 2006. By May 2006, I'd lost a diamond. I don't do labor, I will admit to wearing my ring all day/night... but I assumed that was what you were supposed to do with an engagement ring! It took two weeks to get the diamond replaced. When I got it back, the tint seemed a bit off, and the cut didn't fit the setting (tad too small on one side). I didn't complain about this... I was happy to have it back. By July 2006, I had to take it in AGAIN for another missing diamond! I couldn't believe how ridiculous it was that I'd only had the ring for a few months, and already had to replace two diamonds. It's heart breaking enough that part of the ring that holds such sentimental value is not whole anymore, as far as items that were there the night he proposed! I got it back just intime for my August wedding. Two months later, ironically enough as I am sitting with a friend and exchanging scary "I lost a diamond" stories... I glance at my ring, and to my surprise (not sure why I was surprised, but nonetheless), My prongs are broken! WHAT THE! Again, I work in an office. Short of washing my hair or doing the dishes, these hands are never anwhere near anything strong enough to rip out diamonds or break prongs! This time, it literally took 8 WEEKS to get my ring back! Knock on wood... I got it back November 2007, and I haven't had anything wrong since. I'm just waiting for it!

Here is the kicker. My little sisters fiance asks me to ring shop with him. We looked everywhere... ended up in the same Zales where my husband bought my ring. We laughed about "we shouldn't purchase here, who KNOWS what might happen with this ring!" But it was the perfect ring... she was thrilled when she saw it. It fits her personality to a T! So, for a moment, everyone forgot that it was purchased at Zales, and all fears were set aside to enjoy her sheer happiness everytime she looked at her left hand. Low and behold. The poor girl takes it in to have it sized. She just picked it up, and her fiance called with a horrific story. Not only is the ring now missing 4 diamonds (small specs on the side, but still, they are missing!)... but there are three gashes in the ring (one on the inside, two on the sides) which we can only imagine were left from a vice or something that held the ring during the re-sizing. I cannot believe this, I don't know what to say... I feel horrible for even suggesting Zales to my little sisters fiance. And of course, when her soon to be husband calls the shop completely outraged, they tell him "you have insurance, send it in, we'll have it fix... or you can have it replaced with another that looks just like it." Yeah, that's what they told me. Do they not realize the significant value of a ring he gave her the night he proposed? HELLO! I understand they won't comp the ring... but why the hell does Zales have such POOR quality jewelry, why the hell are we all complaining about the same thing... and they are STILL in business?

Signed, PLEASE tell me where to go from here!

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nikkih72
Fenton, US
Nov 02, 2009 12:08 am EST

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

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jonass
, US
May 01, 2009 10:51 pm EDT

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

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

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

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

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

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Juliette
Clearfield, US
May 01, 2009 10:39 pm EDT

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

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konz
, US
Apr 21, 2009 9:29 am EDT

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

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TISHA
Wilson, US
Apr 09, 2009 12:49 am EDT

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

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10:33 am EDT

Zale Jewelers / Zales.com sorry service

I placed an order for 4 items. I got my first order, it wasn't what I expected, it looked a little old but oh well I was okay with that.
So then I get an e-mail saying my second part of the order is on it's way and it contains your other 3 items. Okay great. I am excited because it contains my gift to my husband for our anniversary. Well I get the package and it has 2 items in it. I go to the e-mail to be sure i read it right, I even click the link to check the shipping. Yep, it says it was delivered. So I go to the website and the contact link only has an e-mail so I e-mail them and get an auto repsonse. End of day still nothing. SO I e-mail again and get anther auto response and again no response. SO I hunt down a number to call and the woman tells me there could be a number of reasons I didn't get it, maybe it was left on the counter instead of put in the package, maybe I left it in the package(yeah not many are that dumb, it's an envelope), maybe so on. Okay then what do I do. We'll look into it but it can be up to 2 weeks before we know anything. That's great. So I explain I ordered this over a week ago and this gift is very important it is to celebrate my 12th aniversary I need it no later then the 27th. This call was on the 18th. Well like I said it can be 2 weeks. I said fine just put down that I want to cancel the order. Okay but it will 2 weeks before you get your answer. By this time I am ticked. I said yeah funny you had no problem taking money for something I did not get but you can't give it back. we hang up and I go back to e-mailing a few days later trying to get an answer. I got another auto response after a few more e-mails. Then on the 23rd I think I called bcak. The lady couldn't help me in any way at all. So she connects me to her supervisor, she tells me she will put in a request but it's not likely to help. I can't cancel because I am just now canceling she says and it's to late. I told her well I put in a request to cancel over a week ago and she says no you didn't. Okay. She says call back later and I will let you know, here is my extension. SO I cal back and assume being that I used her ext. that it would be her but no it's not. So I start all over again and tell this woman what the deal is. She says the cancel was not put in the first time but there is one from an e-mail the 21st. She connects me to the supervisor and this lady denies there is an e-mail and says the other lady just made a mistake. I can't cancel my order but can't get it for my anniversary either. All I can do she says is refuse it when it is delivered. Can I talk to somebody else? She knows that I need this Sunday and this call is Friday she says yeah you can talk to the manager on Monday and maybe get it in time. If I could have slapped her through my phone so hard she would have in the next week. So now I am still trying to get my money back and it is the 29th. You'll love this after 20 e-mails I finally get an e-mail and it says I will do whatever I have to and on and on... I have replied 4 times and have got not one response yet. I will never order from them again. But how on earth do I get my money back?

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help
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May 07, 2008 3:00 pm EDT

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

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10:17 am EST

Zale Jewelers / Zales.com worst customer service ever!

My fiancee lost his ring that we purchased from somewhere else so we decided to go to Zales (Tyson's Corner Mall, Virginia) to buy a new ring for him. His size is 9.5 so we had to make a special order for him. The sales associate told us that it will take up to 3 weeks and we agreed to pay and wait for the ring. He also said that he will call the manufacturer and make it a rush delivery so maybe we can receive it earlier. After 3 weeks, I called them and asked if they receive the ring, they told me that they are so busy at that moment and got my phone number to call me back with the information. I waited for 3 hours and I decided to call them back to "remind". The manager told me that she will call me back "shortly" because they are busy with other customers. After 24 hours, I call them again and asked for the ring again. They said that they are busy and I started getting frustrated and told them that "I am a customer too and I have been waiting for my ring for 3 weeks and for them to call me back"..He finally agreed to check the status of my ring and he said that he will call the manufacturer. Guess what? They could not find the ring! After 3 weeks of wasted time, I had nothing but the worst customer service experience. The way they treat, talk to the customers is very unprofessional and I heard the same experience from many many customers. I will never ever buy a single thing from Zales!

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Jessica Navaro
Falls Church, US
Jan 18, 2009 10:16 am EST

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

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Jessica Navaro
Falls Church, US
Jan 18, 2009 10:08 am EST

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

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JUSTIN
,
Feb 29, 2008 6:52 am EST

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

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

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12:00 am EST

Zale Jewelers / Zales.com customer service refund!

The customer service at Zales leaves a lot to be desired. I bought a watch online on 12/25/07 with my giftcard. They supposedly credited my giftcard back but everytime I check the balance it's $0. I've called them at least 9 times and they say that their system shows a credit t was made to the card but for some reason it didn't go through. Now, the nice ting would be to send a new gift card while they work out their disorganized accounting... Nope... they refuse to give me my store credit back until they figure out where they put their own money and it's mid February of 2008.

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ReesePualani
Haiku, US
Jun 01, 2010 2:23 pm EDT

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

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12:00 am EST
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Zale Jewelers / Zales.com - poor quality merchandise as well as terrible customer service!

Zales has terrible customer service and the quality of their merchandise is very poor. My fiancee paid $4,000 for my engagement ring only to have a diamond fall out 3 months later. I'm not the type of person who is rough. My daily activities include going to class and homework. Zales has given me the run around since day 1. My merchandise was never in the...

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12:00 am EDT

Zale Jewelers / Zales.com false advertisement!

Warning : don't ever buy jewelry from zales. Last december I received a jewelry set from my boyfriends mother. It was a lab created sapphire and diamond accent ring and necklace. The description stated that it was 10k white gold. When I got the ring it did not fit, but fortunately she sent the reciept with me because she had a feeling it wouldn't fit because they only came in size 7 and i'm a five. She purchased the ring in tri cities and I live a few hours away so armed with my receipt and everything still packaged I went to a local zales they were very rude and told me under no circumstances do they do exchanges. So my boyfriends mother was kind of enough to take it back to the zales she purchased it from and got it re-sized. It took almost 3 months to resize. I then got it back sometime around february and I hardly wear it. I only wear it on special occasions and I take excellent care of my jewelry. I have had the ring about 5 months and its chipping! All the shiny silver stuff is peeling off it and underneath it just looks awful, tacky and cheap. 10k white gold my ###. I suggest going to another jewelry store to make a purchase, especially if you are buying a gift for somebody.

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just so you know
Biloxi, US
Apr 01, 2009 11:45 am EDT

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

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Caldwell
,
Sep 10, 2007 10:11 pm EDT

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

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12:00 am EDT

Zale Jewelers / Zales.com erroneous collection report!

I recently opened an account with zales in may07. The account is a 90 days no interest/no payments. No payment was due until 11aug07. In jun07, zales reported to citi bank my account was delinquent and sent it to collections. I have statements from zales which states no payments due and lists the account as 90 days no interest/no payments. I was contacted by citi bank collections and I called zales customer service center. Zales admitted to the account being sent in error and assured me the letter sent to citi bank was being taken care of. I received another call from citi bank collections telling me to contact citi bank dispute department because zales no longer has control of the account. Clearly on hand not talking to the other here. Citi bank states there has been no payment made which is incorrect. I have been paying the account on zales. com. I work hard to keep my credit history clean but this clearly poor management of accounts/credit.
I am closing the account paid in full and never going to get a zales account again.

Even the citi bank collections department admitted that they are baffled at how my account was sent to collections. Now I have to rectify this situation because of zales poor service.

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Charles Britton
,
Aug 04, 2008 5:26 am EDT

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

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12:00 am EDT
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Zale Jewelers / Zales.com - bad customer service and repair

I'm at my wits end with my diamond engagement ring from Zales. My fiance bought me a 2,100 dollars engagement ring from them in December 2005. Then in February 2006 the main diamond fell out somewhere (I was in the shower and I caught a glimpse of my hand and there was a big empty setting) so I brought it back to Zales where they told me it would be ready...

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