"Got a ring for valentines day and within a month the stone fell out. Brought it back to the north star mall location where they agreed to send it in and have it repaired at no charge. They also offered a 99.00 lifetime repair policy. I received a call today saying that they suggest a different type of setting for the stone which would cost another 179.00 if I accept it. Really? I ofcourse did not want to pay anything to fix it since it was new. A little while after we had that conversation the sales person called back telling me to disregard our previous conversation and they will fix it properly at no charge. He apologized for the misunderstanding so I m not upset like I was when we talked the first time."

"I applied for a credit card with Zales and got it! I was so excited!!! Purchased a few small items, nothing really expensive. Satisfied with the purchases. I decided I wanted a pair of gold hoops. I had lost the ones I had worn for years so I decided to buy some from Zales. The first ones I purchased was sent back. Too small hoops. I reordered some larger hoops and loved them! Wore them for a couple of months and the latch broke. The Zales store is about an hour and a half from me so I did take them to a local jeweler to fix. He agreed that the appraisel should be around 300.00 because they were stamped 14K. About a week later he calls me and tells me that they are not 14K gold solid, they are gold covered plastic. He was not able to solder gold onto plastic. He also told me that since they are marked 14K that I had been scammed.
Called Zales and told them about it. Nothing. I cannot prove these are THE earrings that I purchased from Zales. I have ordered another pair from Zales. Before I purchased the earrings, I talked to a Zales rep in chat. I asked her about the particular earrings that I was planning on purchasing. I asked her distinctly if these are solid 14k gold. She said yes, they are marked 14k gold. I do have a copy printed of the chat session. These are the same earrings that I purchased before that broke.. When the package arrives, I am taking the unopened package to my certified local jeweler and he will open the package and check out the quality of the earrings. If they are gold plastic covered earrings....Zales is going to have a lot of explaining to do."

"Worse shopping experience ever. Ruined my wife's Christmas "

"Terrible customer service. The processing time is extremely long. "

"I purchased a gold wedding band from Zales through a discount they were having. I was sent the wrong ring size, so i followed the directions exactly in returning the ring to get the right size. After waiting about 4 weeks and hearing nothing, and not receiving my ring, i called the main customer service. I was told i would not be receiving another ring because i did not email the customer service center before sending in the wrong size ring with a request to get the right size. I was told the discount i had revived would also not be given back to me if i were to purchase the right size. I asked to speak with the manager of the girl i was speaking to, AND SHE HUNG UP ON ME after putting me on hold multiple times.. I called back a second time and was put on hold for about 20 minuets 3 different times, the 4th time i asked the girl what her managers name was and she refused to tell me... and told me her manager was too busy and did not have time to talk to me and i would just have to call back another day.. she then tried to put me on hold again. i stopped her and said no do not put me on hold AGAIN! she said ok, and then continued to put me on hold.... After about 10 min of being on hold again i hung up and called back. after multiple times of asking the girl i was speaking with who her manager was she told me her manager was not a girl and that is all she could tell me.. I continued to ask and finally got her managers name, Dan Garcia... she refused to tell me his boss's name, saying he was the main guy... I still have not revived my ring, and i have NEVER HAD SUCH HORRIBLE CUSTOMER SERVICE. I RECOMMEND THAT NOBODY DEAL WITH THIS COMPANY! i will continue to fill out more reviews on every page i can find. I do expect a reply from zales, i do expect them to honor their deal, and i do respect my ring (the right size) and I do expect Zales to handle this in an honest and honorable way, because this is ridiculous!!! "

"DO NOT EVER GO TO ZALES. They sent me the wrong necklace 2 months ago and every time I talk to them they are unable to create a return label to fix their own mistake. When I called today some John person told me to just go return the necklace. He was talking as if he is the owner of Zales and doesn't care about his customers. I wish there was a way to deal with bad customer service but there isn't. Zales is out there to scam you and take your money. NEVER SHOP AT ZALES!"

"Very poor customer service. I went into the Riverchase galleria location in Hoover, AL to have my ring cleaned/inspected in order to keep up the warranty as I was instructed. They were busy, which I understand, so I continued to wait patiently for close to 20 min. I would hear from time to time that someone would be with me. They saw my paper, and so they knew what I was there for. Finally, when it was my turn and someone was available she said hi and kept walking. I mentioned I had been waiting to have my ring checked and cleaned (thinking this would relieve her, since it takes less than five minutes), and she continued to walk past me and said, yes I know you have been waiting, we have a lot of people. As she still didn't offer to help, I asked if I should come back another time, in which she replied, "Just give me the ring." She grabbed it and was done quickly and handed it back without even looking in my eyes or acknowledging my thank you. It is very clearly commission based, which I understand... but you would think they would be willing to be at least be somewhat accommodating to their customer. It is very clear they are only interested in those there to make a sale. This does not make me want to ever purchase anything from them again. "

"My son ordered a customized necklace for his girlfriend and the wrong necklace was delivered...10 days later. We reached out to them to have the correct one shipped. They said they would email us a return label within 48 hours so it could be returned. 6 days later...no email!!! I have chatted with them online and spoke with a supervisor about the missing email and now their story is that it could be up to 3-5 business days before we receive that email....6 days later...still no email. Each person that we speak to has a different story...one says it is still under review (what is there to review???) it was clearly their error...one says this cannot be handled in a retail store...one says it can be handled in a retail store. I am really afraid to send the item back, because I do not trust the people as far as I can throw them!!!! THE ABSOLUTE WORST CUSTOMER SERVICE THAT I HAVE EVER SEEN!!!!!!!!!!!!! WILL NEVER BUY ANOTHER ITEM HERE....and by the way...still no necklace ! "

"Worst Customer Service on the Planet. The Manager said my diamond ring would be ready in 1-3 days (December 4th 2017). Two weeks passed, No Ring. Called her again She said Guaranteed by December 21st. Called December 21st, NO RING.
When I asked how much longer the Vancouver Mall Store Manager said I would have to call the National Customer Service 1 800 number even though I ordered it at her store. She then said she was unable to help me in any way.

Called the 800 number and I was put on hold for one hour and twenty minutes.
Finally cancelled my order.
Dont buy jewelry at the Vancouver Mall Zales."

"Ordered in stock item online 2 weeks before Christmas, well before the 12/22 "shipping cutoff" day, checked with them and they said it would arrive on time, here it is 12/25 with order still listed as pending, not a peep from them. USELESS!!!! STAY AWAY!!!!"

"Ordered a ring for my wife this Christmas way before the dead line and here it is Christmas eve and the ring is still sitting with zales not shipped even though they claim on their sitend it was. This is two years in a row this has happened. I'll never buy from them again and after a 97 min wait jus to talk with someone I cancelled my order. Horrible horrible company"

"Signet jewelers is Zales and other companies and they don't help you at all. I should have read the reviews before ordering. They don't answer the phone for almost and hour. When they do answer you they lie to you and say it's shipping tomorrow and it doesn't. I ordered Dec 11 and today is the 20th and the order is still pending. I'm on the phone now waiting again. Run away don't use them."

"when I had to do an online order and return it the store could not return it and told me to return via mail. Which that costs me $22 in shipping. They should be able to return any item anywhere and not make me spend money to send back to them. they have lost my business as well as everyone I know."

"Ordered online and recieved an empty ring box upon delivery! Been talking with customer service for two weeks now with no resolution. Would not recommend this company to anyone. Stay away!"

"I bought a ring online and used a discount code taking 20% off the purchase. The code had deducted and I went through the payment process. When I clicked the purchase button the purchase was made, but it updated back to the FULL PRICE, no discount.
I immediately reached out by chat to have the 20% credited back to me. Explained my trouble to the chat agent, who asked me to hold for a bit. So I waited, a little while later they ended the chat conversation, never getting back to resolve my issue.
So I then called their customer service line. Spoke to an agent, explained my troubles and asked once again if I may have the 20% credited back for the overcharge. He gave a couple options both unacceptable...1. wait until the ring arrives and return it, and 2. some kind of check to be mailed (which usually takes weeks if at all!). He asked me to hold while he checked to see if that was my only options. So I held, and you guessed it....a short time later they hung up on me. Still no resolution.
I then went to Facebook and messaged them. This they responded to and a Customer Service rep called. This time my option was a check to be mailed or a gift card for a greater amount for my inconvenience.
It should have been here last week, but of course it isn't. And my order which should ship in 1 - 2 days and since I paid for 2nd day air shipping....should be here already, but of course....it isn't. I called Customer Service this morning and was told it will not be until sometime mid to late NEXT week! I may be jumping the gun a little bit, but I expect real Customer Service when there is something wrong...not being overcharged, hangups, disconnected chat calls and nearly 3 weeks to receive something that should be here in 4 -5 business days.

Update: I received the gift card today, sent by UPS signature required. So I am glad to see in that respect they have followed through. Hopefully, the ring will be shipped in a timely manner."