Zales Reviews 

I HAVE BEEN A CUSTOMER OF ZALES FOR OVER 30YEARS AND CUSTOMER SERVICE IS NOT CLOSE TO WHAT IT USE TO BE. I TOOK A WATCH IN 5 MONTHS AGO TO GET FIX THAT COST 1200.00. THEY SENT IT BACK 3 TIMES AND STILL NOT FIXED. TOLD I WOULD GET A PHONE CALL AND STILL HAVE NOT RECEIVED ANYTHING CALLED CUSTOMER SERVICE AND GOT THE RUN AROUND ASK TO TALK TO SOME ONE HIGHER UP NO ONE AVAILABLE THEY WOULD HAVE TO CALL ME BACK. THAT HASNT HAPPEN EITHER. AFTER BEING A LONG TERM CUSTOMER I WOULD THINK YOU WOULD GET BETTER SERVICE. I AM A MANGER OF A RETAIL STORE AND I KNOW WHAT CUSTOMER SERVICE IS AND THIS IS NOT IT. I WILL TAKE MY BUSINESS ELSE WHERE. DONT BUY FROM THEM!!!

On August 30th at approximately 4pm, I went to Zales to purchase jewelry that was marked 1400.00 and it was a fifty percent off sale. I clearly saw the price tag and went to the register expecting to pay 700 plus tax. At the point of sale the salesmen said they were lazy and didn't change their price tag, it had actually in their system for 1800. So he expect me to pay 900 plus tax, a full 200 dollars more. I told them it was bait and switch and NJ has great laws to protect consumers. He refused to give me the labeled prices and the manager Stephanie refused to help either. I even called Zales corporate and they can't shifting their story. Some reps told me they were going to let me have it for the agreed price while others like Latoya were super rude and said Zales doesn't do price matching?!?! It's been two weeks and I am not getting a firm commitment

Unacceptable Service and Bureaucratic Nightmares
I placed an order for two pieces of jewelry and received notifications stating that both items were shipped and ready for pickup at the store. When I arrived, the experience completely fell apart:
* Fulfillment Failure: Store staff claimed one item wasn't ready yet. When we opened the one box that was available, it actually contained the item they claimed hadn't arrived.
* Refusal to Resolve: The exact missing item was sitting right there in their store display case. However, because store inventory and online order inventory are tracked separately, they refused to let me take the item in front of me, despite it being the exact product I paid for.
* Unhelpful Staff & Management: I returned two days later after receiving confirmation that the remaining item was ready. They refused to release it to me simply because the order was placed under my husband’s name. Neither the associate nor the manager would work with me or find a reasonable solution.
This was a absurd waste of time, full of inventory errors, and ruined by a complete lack of customer service or common sense from store management. I will not be shopping at Zales again.

This jeweler is a RIP OFF!!!!! I LET MY SON US MY CARD AND THEY RIPPED HIM OFF NOT EXPLAINING A SO CALL PROMO NECKLACE SALE. HE ENDED UP PAYING ALMOST TWICE THE COST. SHOULD HAVE WENT TO JARED.

I was shopping in Macomb Mall stopped by Zales Jewelry Store a young lady by the name Robin accompanied me with high spirits, very sweet personality, she assisted me in purchasing a charm diamond necklace for my daughter, i was very satisfied 😌 ❤️ and will shop with Robin and Zales again ❤️

I bought a curb gold necklace on Zelle‘s website, after I bought it, I went into another Jewell and found the matching bracelet a day later they email me stating they made a mistake and don’t have the necklace that I purchased in stock so I wasted about four or five hours of my time for a mistake they made then they try to sell me a 2 inch and 2.5 mm smaller neckless for the same price, what a joke!

I would give them a zero if that was an option. My husband bought a tennis bracelet that I wanted for years. Right after he gave it to me we took it back because it looked like it was going to break beside the clasp. They said it was fine. I took it back again and they said it was fine once again. This time I insisted something is wrong with it and they had me purchase a safety chain for it. Well, thankfully I purchased the chain because it broke right after I got it back and has continued to break within days of getting it back from repair numerous times!!! This time they said I needed to purchase the warranty. I don't think so!!! This is obviously your issue, not mine!! Well, a week later it's broken once again. I love the bracelet so I will take it somewhere else to see if it can actually be fixed. I wont give this company anymore of my time or money.

I recently had the absolute pleasure of working with Wanda, and I cannot praise her service enough! From the moment I walked in, she welcomed me with such genuine warmth that she instantly made me feel like a valued member of her own family.
Beyond her incredible hospitality, Wanda is exceptionally knowledgeable about the products and services she offers. She took the time to listen carefully to my needs, answered every question with total expertise, and guided me through the entire process without any pressure.
What truly sets Wanda apart is her deeply caring nature combined with top-tier professionalism. It is rare to find someone who balances expert business knowledge with such authentic kindness and dedication. She is a truly wonderful person and a phenomenal asset to your team.

Christy was a great help today I lost my ring in ocean needed she was patient and helped me match my style of old one and it’s perfect thank you so much for being patient

I would give Zales zero stars if I could. I was led to believe I was signing up for a 0% interest promotion when I purchased my ring. The way the financing was presented left me with the clear impression that I wouldn't be paying interest, but I later found out I had been charged an enormous amount. It felt deceptive and misleading.

Instead of feeling excited about buying an engagement ring, I was left feeling taken advantage of. Customers should never have to discover after the fact that a promotional financing offer didn't work the way they reasonably understood it. The terms were not explained in a way that made the risks clear, and now I'm paying the price.

I will never shop at Zales again and will be warning my friends and family to stay away. If you're considering their promotional financing, read every word of the agreement and ask questions until you're absolutely certain. My experience turned what should have been one of the happiest purchases of my life into one of the most frustrating and expensive.

So frustrated with Zales for how difficult they make it to communicate with corporate customer service. If your issue is more than a simple question, you're limited to a contact form with a very small character limit, making it impossible to explain your situation properly.

I asked multiple times for a corporate email address so I could provide a detailed explanation, but was told one doesn't exist. For a company that sells fine jewelry, I expected a much better customer service process. Customers should have a reasonable way to communicate when their concerns can't be summarized in a few sentences.

I ordered an item for my fiancé under the name Brian Rhea order number ending 3867. After spending near 5k for an engagement ring that I needed for tomorrow and was assured based off 2 day delivery that I would have it yesterday, I’m now being told by both Zales and UPS that the item will be delivered today but it hasn’t moved since July 18th from a ups depot in Kentucky. Both Zales and UPS has no remorse/ regard for this problem and pretty much told me oh well and to file a report which can’t be done until tomorrow. Well the engagement party is tonight. Very disappointed with the care and the help I am receiving from a company I chose to share a life moment with.

I have many older pieces of Zales jewelry. I recently decided to trade some in for more updated jewelry to give to my granddaughters. Unfortunately when I took out the many receipts I found they had all faded out and were unreadable. I contacted Gail I at Customer support to see if they had records. Gail was amazing! Even though they had a new computer system she took the time and effort to look up all the previous purchases and sent me a detailed listing even including pictures of the items that she could find. This was a several days process going back and forth and she was absolutely incredible. I cannot remember the last time I experienced such professional and kind customer service.

I purchased a protection plan approximately two weeks ago and attempted to return/cancel it within what I believed to be the allowable period. After being unable to resolve the issue through customer service, I contacted the Better Business Bureau and was instructed to visit the store directly. I subsequently went to the store in person, but my request was again denied. Despite following the directions provided by customer service and making multiple good-faith efforts to resolve the matter, I have been unable to obtain a refund. As a result, I am now reviewing my options through small claims court and seeking reimbursement of the protection plan purchase price.

Went to Zales to pick up my husband's watch. We had a battery replacement. Miss Debra once again assisted me and she is fantastic! She is always so helpful friendly and very knowledgeable. We have always had a great experience at Zales and always enjoy seeing Debra!!.

I would give zero stars if I could. I ordered a ring online with help from the chat. A shipping label was created on June 8th with an anticipated delivery date of June 17th. On June 17th the status had not changed. I talked to 3 different people and each time was told they woukd investigate. I was leaving for the Philippines on June 26th and stressed to them I needed it before I left. No one ever got back to me but the item finally shipped on June 20th. Fortunately, it was delivered on June 23. Too close for comfort for me. As of this writing I have not been given a believable explanation as to why it took 12 days between when the label was created and the item actually shipped. On one of the occasions when I spoke with them, I asked to cancel the order but they said it was too late. Very poor customer service. Shoukd have gone elsewhere.

Zales lost my jewelry, Manager would not return my calls, they refused to provide me with the District Manager's contact info, Corporate did not call me back as I was told, refused to give me my money back and trying to get a replacement has been a nightmare. Will never shop there again!

Not just this time but every time I went, I bought well. My fiancé bought me an anklet. It broke within two weeks. He bought me another anklet. It broke within a month. I felt so bad that I bought one to replace the two he bought that one broke one of the stores where I live was nice enough to exchange it for a bracelet which Brooke I have been in touch with corporate I have been in touch with Customer Service. They made some type of ticket that they were supposed to look into and I never heard anything back so I called yesterday and pretty much the ending story is I’m paying a bill for four products that I don’t have. I will never buy anything from Zales again and I will make sure that anybody I know doesn’t buy anything from Zales again their Customer Service is not that great in their jewelry is not what they say it is. I took the bracelet to have it repaired and they said it wasn’t even 14 karat gold that it was 10 karat recycle gold. I’m very disappointed. and I told customer client services yesterday and I would make sure that this was on any avenue that I could put it on.

I brought my wedding rings to Zales to have them soldered together into a single set. The rings were sent out for repair, but my rings were lost during the process. These rings had significant sentimental value and can never truly be replaced.

The most frustrating part was the lack of communication and updates. I had to repeatedly follow up to get information, and the only response I received was an apology. While mistakes can happen, I expected better customer service and a more proactive effort to resolve the situation.

Unfortunately, based on my experience, I cannot recommend Zales to friends or family.

I am extremely disappointed with the customer service I received from Zales.

I have been a loyal customer for years and have spent thousands of dollars with this company. Recently, I lost a small diamond from my ring and reached out for assistance. The repair cost was less than $300, yet both the store manager and corporate customer service refused to help in any meaningful way.

What was most upsetting was not the denial itself, but the way we were treated throughout the process. The store manager acted as though we were asking him to do something unethical simply by requesting that he consider helping a long-standing customer. There was no empathy, no attempt to find a solution, and no appreciation for the loyalty we have shown over the years.

To make matters worse, I had been having my ring inspections performed at a Zales location that has since closed. Despite that history, there was no willingness to review the circumstances or work toward a reasonable resolution.

Companies often talk about valuing customer loyalty, but when a loyal customer needs help with a repair costing less than $300, actions speak louder than words. After years of business with Zales, it is disappointing to learn that customer loyalty means so little.

I expected far better from a company I trusted with such important purchases. Unfortunately, this experience has completely changed my opinion of Zales, and I cannot recommend them based on the customer service I received.