"I bought an engagement ring and then had it appraised for insurance reasons and found out the ring was a fake diamond. I took it back to get my money back and zales tested it and it came back fake. They refused to give me money back saying there is nothing they can do. The police had to be called cause the they wouldn’t refund my money and told me it was not there problem. This place is a garbage company and they think it’s ok. While I was there another customer wanted it checked to be a diamond and it came back the same so they left the store. I’m
So depressed and stressed over the whole situation. I’m now stuck with this fake ring I will do whatever it takes so no one else gets screwed like me. Please take your business elsewhere "
"Well, this was my first time ordering from Zales. I ordered 2 engraved rings for my boyfriend and I….this morning I get a notification from my bank saying that one of the rings was canceled. (My ring) There is no email from Zales on why it was canceled. At least they sent the money back to my account though after seeing all the other negative reviews about no refund, but I would rather have both of our rings. It was supposed to be a beautiful surprise! And to top it off I can’t even use the order number anymore. When I try to check the status of it, the page goes BLANK smh. Thanks a lot Zales…"
"NEVER received my necklace. Looks like it's constantly stuck at the post office( they **** too). Zales is NO help. No correspondence and no help and did not even respond to my emails. Complained through my Paypal as well. It was a birthday gift and now 2 weeks later still no jewelry and no refund. Worse jewelry company EVER!"
"1) First experience with Zales was buying a necklace online only to find out that the vendor was sold out three days after making the purchase.
2) Second experience was buying a necklace months later and having to call customer service to find out that the necklace would be shipped 3 weeks and then get to me in about a MONTH. I live in Guam and Zales can't control how fast USPS or UPS deliver something, but they DO control their own internal shipping out speed and 3 weeks is just ridiculous for an item that their online system claims is in-stock.
3) Their customer service associate I spoke with was nice and she legitimately tried to be helpful, but she wasn't able to provide any substantive answers about anything because Zales has partitioned the shipping/order fulfillment aspect off from customer service. I felt bad for the rep because...well...Zales wouldn't give her any information to help her figure out what was going on. The customer service associates are just as in the dark as the customer, which makes for terrible customer service by default. Why the hell have a customer service rep available if all i can do is get the same information I get from the confirmation email? Terrible customer service BY DESIGN.
How is it that huge companies like Amazon can move (2 times? 5 times? 10 times?) more online stock than Zales and they can accurately track their available supplies and their customer service reps (many of whom aren't even in the contiguous US) can follow-up on shipping issues.
Zales needs to get its sh** together. This is 2022 and post pandemic. Figure out how to do online shopping well or just close up shop. "
"Horrible experience! I signed up for a Zales account so that I can improve my credit NOT HURT IT! I signed up to have auto payments. My first payment did not come out I thought I would get a statement but I didn't until March the 27th. When I saw this I called that day & made 2 payments & the lady said I was on a recorded line. If I made my payments it would be fine so I did. But nothing came through. I have over draft protection and do not use it but know it's there. Plus if anything ever happens it would come out of my savings acct. Nothing ever showed up. Then my bank told me that there were so many complaints about them that they had to put a hold on the account which made my payments again 4 days late when I got my next statment on April the 7th I saw 3 payments now needed I called & made 3 payments. He said on a recorded line everything should be fine if I made my payment and which I did. Then I checked my credit report and now you reported me 30 days late. I clearly trying very hard to make my payments. I work in credit & this will hurt my employment they look at credit reports. I can prove everything! Then I once again signed up with their auto payments and they drafted my account 3 more months after I mannually put in the 4th month on the 25th of April. That's what happened on the 27th of April they drafted out 3 payments again, they did finnally responded and said they could not help me. please help yourself and run far away from this bank COMENITY BANK. thank you"
"I tried buying an engagement ring and a birthday gift for my girlfriend. When I clicked on submit order it said her birthday gift was out of stock so I removed it and tried ordering the engagement ring and was declined. I have not placed an order yet but was charged for it!! As I'm typing this it's been over a week and the engagement right has gone up in price. I will no longer be buying for zales"
"Wife ordered a replacement wedding band for me (lost at work... left in scrubs shirt pocket...
replaced with a Qalo. )... It was supposed to be a surprise for Christmas (but, that is ruined now), when the package arrived, it was missing the ring and only had an invoice in the box. Customer service said it would take 3 to 5 business days to resolve and gave a ticket number and said someone would call... 6 days and no call later, we called back to hear that it would be another 3 to 5 business days and a manager would call back... We eventually were able to persuade the rep to put a manager on the phone and were told they had to review footage in the warehouse and it would take about 14 days . Chances are it will be resolved eventually, but well after Christmas... (no option at all for a refund or timely resolution "due to an overload of customer service tickets") Buyer Beware! We will never use this company again, regardless of the outcome. My wife wishes she had viewed the numerous negative reviews for Zale's before purchasing from them. Lesson learned. We just hope this helps others avoid the frustration of having to deal Zale's "customer service"."
"I tried to order an engagement ring from zales today and the website denied my transaction everytime I hit submit. So I called their customer service about it and they said they would try to do an online order. When they did it the order did not go through but $2,089 was taken out of my account (I did not notice this at the time) so the lady on the phone said she could try again one more time and if it didn’t work she didn’t know what else to do. So she tried it again and the same thing happened. Immediately after I got off the phone I went to my banking app to get the number for my bank to give them a call about what’s going on and I saw that $2,089 was taken out of my account TWICE. So I called zales back after seeing they are charging me for over $4,000 and they said theirs nothing they could do and asked if I wanted to try and reorder it again! I asked to talk to a supervisor and don’t you know the person ends the call. So I call back and talk to someone else and ask for a supervisor and they took my phone number and name and said a supervisor would call me back before the end of the day. After a couple days I never received a phone call back so I called again and everytime the same thing kept happening. I asked if they could just give me my money back because $4000 is a lot of money to me and they told me to just wait and after 2 to 9 business days my money would be refunded. I asked if they could at least give me a damn coupon for my troubles (just to see what they’d say because I will NEVER purchase anything from Zales again) and they STILL SAID THEY COULDNT DO ANYTHING FOR ME!!!!!"
"It won’t let me give them no stars or else that would be my rating. Purchased a ring from the website. Read the fine print and felt ok about my purchase. A few days later it arrived and they sent me the incorrect ring. I immediately called customer service and was placed on hold numerous times. I simply want the correct ring sent to me. They told me that I could either drive 8 hours away to a store and return the ring in person and then wait 5-7 days for a refund or I could return the ring by mail and wait 30 days. I asked if I could have them ship the ring to the store and exchange it there. I was told no because I can’t exchange an online purchase. This is 100 percent Zales error and they are unwilling to make it right. I understand if I simply didn’t like the ring and wanted to return it. That is NOT the case. They did not send me what I purchased. This is their mistake. I asked to talk to a supervisor and was told they could put in a ticket and one would call me in 24-48 hours. Guess what, it has been 4 full business days and no call. Basically Zales is holding my money hostage and earning interest on it while I have already mailed back their ring. I would have gotten the same customer service if I had a conversation with a potato in my kitchen. Never again."
"Worst ring buying experience I've ever had in my life!!! Went to the Zales outlet location off I-30 in rockwall. Arrived at 4ish (because of work) and sign said they close at 5 so we had plenty of time. My wife and I went in looking to purchase wedding bands for our upcoming wedding in a couple months. Sara gave the worst possible service. We were both torn between 2 rings. We went in on the last day of the current promotion which was 40% off plus and additional 15% off which is why we were wanting to buy that same day. While still deciding, Sara asked to see the rings (currently in my hands) and walks away only to return with a business card with prices on it and walked away to put the rings up. I clearly was trying to buy and when I told her I wasn't done she said they were closed! I felt disrespected and unworthy as if my money wasn't good enough. We got up to leave and I forgot the card she gave on the table. When I can back to knock to get the business cards, sara told me no!, but eventually went to get another card. I contacted corporate and was told the district manager Sam Butler would contact me. Took over a week before I was finally contacted. He persuaded us to give Zales another chance and he would not only match that promotion but additionally "make us happy". We went into the Town East Mall in Mesquite location and found a couple rings we liked. I contacted Sam again with the prices and item numbers and he told me the store manager would contact me with prices. After another week I was finally contacted by Store Manager Charles and was only offered the current promotion of 30% off plus an additional 10% per the DM. Why would I pay for a ring with less of a discount then when the 1st day I walked in and was treated horribly? I was told by the SM that he would contact the DM and call me back. Again another week goes by and no phone call back. I have to reach out multiple times before I reach the DM who after talking, tells me they are running the same promotion of 40% off plus the additional 15% for the labor day sale. So now I can literally walk in and get the same discounts as the 1st time except now I've wasted a month of Hassel and frustration. I feel like they did not try to earn my business and honestly did not want to redeem themselves from the horrible way we were treated by Sara. No follow up calls were made so I felt as if we were just swept under the rug.They have lost a life long customer and I will not recommend Zales to anyone. They have ruined our wedding ring buying experience and have tainted this memory. When we look back at our ring buying experience in the future, we will not only be haunted by this whole horrible experience but will be disappointed that a multi-billion dollar company that strides it self on providing the best ring buying experience can treat life long customers in such a manner. Shame Shame Zales! "
"Placed an online order on December the 16th, the shipping said 2 day express. 2 days later the order was still pending. Tried contacting them for day, online chat unavailable, called over and over sat on hold each time eventually the calls just drop. Finally 4 days later the online chat mystically the chat popped up as available. I was told I didn’t place the order in time to make it for Christmas. I then asked him to cancel the order since it hadn’t shipped. I was told they have a 1 hour cancelation policy for online orders. So now not only am I not getting my item by Christmas, I have to return it as soon as it gets here and I have the pleasure of having to go out last minute to find something else to purchase. Very unhappy with Zale’s. Someone doesn’t know how to run a business, will never consider using their services again."
"Zales posted WRONG prices for this product last week. We ordered the product, because engagement is right around the corner. When we ordered it, we were so happy! Then, Zales cancelled our order. They then proceeded to tell us that they have the right to cancel our order since they did not charge our account. We accepted that we weren't getting the ring, then they SHIPPED the order to us. It arrived in our town at UPS, and then they requested to have the product sent back to the Zales store. After they shipped it and requested it back, they then CHARGED OUR ACCOUNT, so now we have to wait 5-7 business days to get our money back. After they charged our account, we called them again, and they LIED and said they never charged our account and they did not ship the product. I have attached pictures that clearly show they charged and shipped. We thought they were going to make it right, but their customer service care absolutely **** (Kelly and Andrew). They did not make it right, and they were extremely rude to us the entire time on the phone. They lied to us over and over again, and our family/friends will NEVER order from Zales again. We DO NOT recommend their services. We value people who make mistakes and make it right, but Zales is not that type of company. They lie and do not make anything right for their customers."
"First, the chat does not work and that's fine by them - no intent to fix it.
There is no point in sending email.
The phone is the only way. They delayed my shipment over the stated on the site processing time of 1-4 days. When contacted them the guy on the phone named Bob said he will put a request in "to another site to investigate" the delay. When I asked for contact information to find out the results of the investigation he did not provide any. He also said it would take another 1-2 days. After being asked who should I talked to escalate the issue he put me on hold and disconnected.
Basically, they are a front site for several brands with no accountability, control of the process or desire to actually function properly even remotely. There should be better sites to shop for jewelry. I highly do not recommend this one. "
"I purchased a customized mother's ring for my wife on their website 10 days before mother's day (their site's deadline for custom orders to be delivered before the day). 5 days later, my transaction is still pending, so I sent an email to their customer service to see if there's some sort of problem. I got a form email in response, stating that they'll respond in 3 to 5 business days. The next day I call, and talk to a representative that says that my ring is definitely going to be delivered on time, and that the transaction status will change only when the ring ships. Seems reasonable, but if my pizza company can tell me if they're putting toppings on a pizza or 8f it's in the oven, I think a jeweler can do something similar, but whatever. The following day, 2 days before mother's day (mind you they have my package on delivery with 2nd day air), and I send another message at about 5pm because the ring still hasn't shipped. By 8pm I received my first honest response: the ring is delayed, and may not show up for another 10 days. The reason? They'd had a problem with one of their suppliers. What was missing? Couldn't you have called or emailed to ask if I'd like a substitution? I can be flexible, and with all the customizable options available, I can't imagine I wouldn't have been able to work with them to find something that was available to arrive on time. Sometimes the perfect gift is the one that just shows up when it's supposed to. My wife likes all 3 shades of gold, we both believe that if a simulated stone looks like a genuine one, it's a fine substitution so long as it's durable. I honestly could've worked with them, but they didn't give me a chance. So they offered me a 10% discount, and an apology.
Communication would have been preferred."
"I purchased a ring set for my new bride 28 years ago from Zales in Marinette, WI. When I purchased the ring set, I was told that it included a full warranty (fix broken prongs, replaced diamond if lost, etc.) and free resizing of +/- one size if we kept up the 6 month inspections. After 21 years (43 faithful inspections), we had a broken prong and brought it in to have it repaired, which they did at no charge. Two weeks ago (55 inspections later, 28 years), another prong broke. After arguing with the store clerk at Zales in Eden Prairie, MN, the manager, and then some muckety-muck in customer service, we were told that the warranty on the ring was only for a lost stone replacement (they no longer “support” the full warranty as they did when I purchased: it is now offered as an option, which started 2 years after I purchased the ring – not what I was told when I bought it), and the prong repair would cost $35. We also wanted to resize it (down) 0.75 sizes, which was $40. Just to get is done, we very reluctantly agreed to the $75. It was promised to be back in 2 weeks (14 days). This evening (12 days later), we got a call that the cost was going to be over $420! This is to add more gold to the ring to build it up due to wear (we had it resized by Zales one year ago – their cheap gold wears that fast???), to replace the head which had more worn and broken prongs (this was since they signed off the inspection 5 months earlier??), and to re-solder the 2 rings back together; never heard of this extra charge before. They only looked at the ring after they had it for 12 days.
We asked what this cost was about; we thought they were talking about the wrong ring, which they assured us they were not. We asked the store manager in Eden Prairie to call us, which she did, and she basically said that because the previous work was done by a different store (Zales in Burnsville, MN that is now closed), she could not speak to work done at other stores (the sign outside both stores says “Zales”, and they are less than 20 miles apart). She said the ring might be back on Monday, with no work done, which is even longer than they said the repairs would take in the first place.
We are completely dissatisfied and totally done with Zales. They do NOT stand behind their warranty or their work. They do not stand behind their price quotes or timelines. They inspected the ring 5 months earlier, and signed off that the ring was fine. Now they are saying it is such bad shape it can’t be fixed without a total rebuild at a significant price.
Stay away from this place. They are closing stores for a reason.
"