Zale Jewelers / Zales.com
United States - 75038-1001
My experience with Zales had brought me nothing but stress, disappointment and so much dismay. It took me roughly five years to save for a ring upgrade and just ended up with so much disappointment. I'm the type that more often than not, does research before purchasing a product. Thinking that Zales is a reputable company, I skipped the research and went straight to purchase, which is probably one of the biggest mistakes that I've ever made in consumer history. The ring that I bought and fell in love with was a 1CT Bridal set ring that consisted of 1 engagement ring and 1 matching wedding band with a 1/3 CT center stone size Marquise cut diamond accented by 20 princess cut diamonds in a wax setting from Zales.com. After so much anticipation, my packaged arrived as scheduled BUT to my surprise, I received a wrong and damaged Ring! I got 1 ring with a princess cut center stone in a prong setting with 2 missing diamonds on one side. I was so furious, took pictures of everything and drove right away to the closest retail store with the items in its original fed ex box including copies of my transaction receipts and a print out of the product specification with photo of the original ring that I bought. I showed it all to the store manager and sales person. They have processed the return and advised me that I should receive a refund in 2 days. What ticked me more was the store manager even had the audacity to ask me why I didn't go to their store to buy, as if blaming me for the faulty product I received. None of the Zales personnel apologized to me but instead the store mgr. tried to sell other jewelry to me in store. I already filed a formal complaint to better business bureau about my issue and will wait till I get a resolution. I don't understand why Zales can get away with this? After my horrible experience, I have started to read about horror stories of other consumers with Zales. I wish I have read the warnings earlier and saved myself from the misery. I hope someone will conduct an investigation considering the volume of people experiencing similar horror stories and most importantly, I hope I will be able to help and warn someone with my experience.
I bought my diamond earrings that were only sopppose to be 400 I ended paying 7oo and I dont even know why. My earrings had a small black spot and now I recently misplaced the policy handbook and now they wont clean or check them for me when in fact im sure they have record to top it off I didnt know I paid for this policy they dont tell you. Please dont spend your money here. Bad customer service
I pray that you will be able to assist me in getting back my money from Zales Jewelers! I have tried repeatedly to work this out unsuccessfully and not sure where to turn at this point.
I am a truck driver and therefore in different cities from day to day. This past September 2009 was my 16th wedding anniversary. On August 30, 2009, Istopped at a Zales store and purchased a ring for my wife for our anniversary. The total purchase price was $175.28 which I put on my Zales account. The account number is [protected]. The receipt for this purchase is attached and labeled as Purchase 1.
A couple of days later, in another city, I again stopped at a Zales store and found a more expensive ring that I liked better. This was on September 3, 2009. That receipt is attached labled as Purchase 2. I returned the ring that I purchased on 8/30 and put the more expensive ring on my account.
On Purchase 2 receipt it clearly shows a total purchase of $658.10. This is for the 2nd ring with the discounts, protection plan and tax. The receipt then shows a Total Return (which was the ring that he purchased on 8/30 and returned) of $175.28. This brought my Net amount due to $482.82.
My Zales statement shows a Balance of $658.10. This account had a zero balance previous to these two transactions. That balance of 658.10 is the Total Purchase prices on Receipt 2 BEFORE the return of $175.28. The statement then goes on to show both purchases. You will notice for the first purchase that it shows Previous Balance of $175.28, then Payments & Credits of -$175.28 and ends with Plan Balance of $175.28.
Zales uses Citicorp for their accounts. They have charged me for both rings and will not refund me for the return. I can't speak to anyone at Zales but instead they refer me to Citicorp. Citicorp receives all of the information that I have provided to you in the attachment and continues to tell me that they did credit me for the $175.28. I actually get very rude customer service from them because they are acting like I have stolen a ring from them. They keep sending me the copy of the receipt from the first purchase showing the initial ring purchase as if to say that I bought the ring, why am I now asking for the money back. Then they tell me that they did credit the money.
I have already paid off this statement in full in the amount of $658.10. Zales owes me a refund of $175.28 and I don't want it in a store credit because I will never purchase from them again because of this incident.
I, Dion Alston, with Zales account #[protected] give you full premission without restriction and no liability to contact Citicorp and/or Zales to assist in rectifiying this matter for me.
My address is: 1618 Bradmere Lane, Lithia Springs, GA 30122. My phone number is [protected] or you can call my wife at [protected].
PS. My wife loved the ring that I gave her. (She never saw the first ring) After a couple of months however, one of the small diamond stones fell out of the ring. She took the ring to the Zales store near where we leave to send it off for repair. I can't express to you enough how much trouble she had even in this instance. The ring was sent back with a grayish, smaller diamond that didn't match the other diamonds in the set. When my wife pointed this out to the sales lady (Betty at Arbor Place Mall in Douglasville, GA), the lady snatched the paperwork that my wife had from her hand, displeased that she was going to have to send the ring back off for a seond repair. The reason why the ring came back with an incorrect stone, was that this sales lady had sent the ring in with the information from the receipt for the first ring that I purchased and returned.
My wife now has her ring and it looks good, but the fight that we have been through and are still going through has deminished the sentimental value that the anniversary ring should have had.
I thank you in advance for your assistance.
Dion B. Alston
Purchased a tennis bracelet that was in a display, clearly priced $99. after it was paid for, was told that was not the $99. bracelet it's a $2k, bracelet and we can't sell it to you, the money was already taken from my account, I then owned the bracelet, who puts a $2k bracelet in a $99 display? I received no comment from the customer service department of Zales. Incompetent and inept sales staff. I wrote a detailed letter to the customer service department and several weeks have gone by with no response, with the way our economy is now, this business can afford to lose Customers this way?
My husband bought engagement ring from zales. He requested it to have in yellow gold as they didn't have it at that time only white one. The store manager promised it would be done in a week. It was done. Six month later we started to look up for band, friend of ours offered help saying he knows a guy who can do it for us. When he so my engagement ring he was able to tell right away that it is a sprayed yellow gold on top of white one and they didn't even mentioned to us. We went to zales, they offered to exchange it, refused to give money back and info that that guy who sold us the ring no longer with them. I do not want anything from this store and would never buy it again.
Took my ring to Zales to be re-sized & when I returned in 3 weeks to pick it up I was informed that my wedding ring was stolen off the delivery truck & not to worry b/c they'd "already reordered a new stone" & blah blah blah "standard procedure"
My husband & I are furious b/c of their easy going could care less attitude regarding sentimental value of the ring in addition to the fact that they called to order a replacement w/o so much as a phone call to me letting me know what happened. I found out when I arrived at the store a day after the promise date to be told. The manager was more concerned with the stores loss and minimized my $3500 ring as it was only one of 20 pieces stolen.
We have since went above his head to the regional manager & currently have been given the option to simply take the replacement ring with no acknowledgement of wrong doing, or take cash close to $1000 less than what we paid for the ring. I am mortified. I don't know what to do. My wedding ring is gone & either I take a look-alike or cash to buy a cheaper ring elsewhere, or of course contact a lawyer...To be continued. DO NO BUY ZALES.
Make sure to read this before you decide to purchase any item requiring financing at zales or zale...
After dealing with this company for many years (since Parent's engagement), in order to size a ring it's taking now 2 to 3 weeks. Where in the world is the customer service! If anyone needs a fast service pretty much, it may end up having their purchase after 3 weeks and in the worst case 4. I can not understand where are the jewelers?. What happen with the customer service...why others stores in the same mall give a faster service and these times where you need to think twice before buying ...Zales defenetely need to act if they want our bussiness.
So this is my story... October 22nd, 2009 my then boyfriend proposed to me, making me the happiest girl ever. The ring was stunning!!! A beautiful round main stone, with three rows of 8 pavè diamonds on either side of the main stone, as well as tiny diamonds surrounding that. Not knowing my size, he purchased the ring from the store and did not special order it (nor was that recommened by the salesman). He had a larger higher quality diamond put in the ring. The main diamond is now uncentered, the day after I recieved it a pavè set diamond fell out and needless to say I was not impressed. I did not make a huge deal out of it however because I still needed to send it out to be sized. The ring's standard size was a 7 and I am a 5.5. I brought my ring to the store on November 7th, 2009 for the sizing and the diamond replacement and got it back November 18th, 2009. That night I wore it for maybe and hour before I took it off to go to bed. The next morning driving to work I realized that I was missing ANOTHER diamond this was around 8am. Then by 9am I realized I was missing yet ANOTHER diamond! By now I am furious and call Zales. The manager "Rick" told me to bring my ring in Saturday the 21st and the jeweler will fix it while I wait. So I bring the ring in and wait 2.5 hours to get my ring back, leave the mall and get 5 minutes down the road and 2, yes 2 more diamonds fall out. I head back to the store and the jeweler says he has no more diamonds to put in it and I have to leave it there. So I do and in the mean time I special ordered the same ring in my size, since the re-sizing of the ring obviously compromised the settings. So I make sure to tell him that I want the damaged ring back before Thanksgiving, so I can show it off to all my family. I picked it up November 24th only to find that the jeweler could not get any of the diamonds to stay in it. So now its December 1st...I have an engagement ring with 8 missing diamonds, I am furious and I am patiently waiting for my new ring. If ordering a new ring does NOT solve my problem, I will take it to another level. I will NEVER buy anything from Zales again in my life. The salesman and the jeweler should have both realized that the integrity of the ring would be compromised if sized and a new ring should have been ordered therefore avoiding this mess. This ring needs to be a special order ONLY. It is insane to me that this would happen...my engagement has turned into a stressful hassle, not what any bride to be wants. I hope this helps in your decision.
It's amazing how in thi economy, companies are willing on losing a clientel. My $1000 watch fell onto...
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!!!
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 fiancÃ© 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.
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!
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...
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.
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!
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.
My husband bought me a ring 5, ooo dollar in year approx 1998. The diamond was suppose to be unique trillion...
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?
I bought my wife a diamond ring and cross and had, without being told the cost, 100 dollars added to the bill...