ZalesReviews of zales.com

While visiting the Zales in the Lufkin Texas Mall, I was ignored and treated poorly. Over the years, we have bought several pieces in this Zales, but I won't be back. There were 2 sales associates there, and neither would even acknowledge that I was standing there; and in fact, would look away when I tried to make eye contact. Customer service is not at all what it used to be. Whatever happened to, "hello m'am - be right with you!" Or - "it'll be just a minute, thank you for your patience." I was completely ignored, like if they didn't make eye contact, they wouldn't have to help me.

If I could leave 0 stars I would have. My grandsons pooled their money and asked me to order a “Mothers Necklace” with their names and birthstones in it for their Mom for Mothers Day. Customer service regarding delivery was awful and even lied and said they “tried” to deliver it but no one was there and yet UPS said it did not have the necklace and had NOT tried to deliver it. Then, after it arrived, she wore it twice and the chain broke. I contacted customer service and asked them to send a replacement chain but they said I would have to return the whole necklace for replacement or $$ back. Does this make sense to anyone? It has MY grandsons names on it and their birthstones.Why would they rather make it again and send back to me instead of just sending a new (hopefully better quality) chain. I do not recommend Zales or Kays (owned by same people) to anyone!

We bought a necklace and earrings set over a year ago. The necklace continued to break and we brought the whole set into repairs 3 times. The third time they deemed it unrepairable. Since then they have lost the whole set. It's been 9 months of back and forth. They finally agreed to replace it but we need to now pay more for it. THEY LOST IT AND ARE EXPECTING US TO PAY MORE MONEY FOR REPLACEMENT. The earrings were fine and we could just replace the chain the pendant was on. But again, they cannot return it because THEY lost it. And it will take months before they can get another set sent to a store. This is a bad company to buy anything from. Their parent company, Signet Jewlery is who we are dealing with.Their brands are also Kay Jewelers, Zales, Jared, Banter by Piercing Pagoda, Diamonds Direct, Blue Nile, JamesAllen.com, Rocksbox, Peoples Jewellers, H.Samuel and Ernest Jones. Buyer beware

I was told by your associates on March 19th 2024 at 11:47am that they couldn't find my contract using the receipt I gave them.the woman told me the way zales keep up with contact now makes it hard to find.well today I came back with the same receipt, gave it to another associate Aniyah and she found my contact and I had paid for the life time warranty so now I could get my rings sent out to be size,15 days later.i think that was poor customer service. If you don't like the work go some where else to work.i been coming there for years I was so surprised at that kind if service because I never had this happen here at this store ever.i was going to stop shopping there until I met Aniyah.she changed my mind with how she didn't stop until she got the job done. Thank you again Aniyha

Purchased an item from the Marilyn Monroe collection. The item page shows the piece of jewelry in a special Marilyn Monroe collection box with a certificate of authenticity. Well, item was delivered today, but did not come in the special collection box nor did it have the certificate of authenticity. I reached out to customer service and kept getting told the same thing, “the bracelet doesn’t come with that box or the certificate and we don’t supply those items”. And even when I called them out by letting them know the same item is being sold used by someone on Poshmark and they have both the box and the certificate, and even sent a screenshot of that listing showing that those items were present, I was still told the same thing, “the item doesn’t come with the box or the certificate”. When a company charges a premium for exclusive items and pictures these items in the product listing page with a special collection box and a certificate of authenticity, and then lies about them not being included, it sours customers from wanting to shop with them anymore. This world is getting more and more expensive and when someone can finally afford something like this, they expect to get what they paid for. I will be taking my business elsewhere moving forward.

My wedding ring is purchased at Zale's In Temple Texas. We purchased the lifetime protection plan. A couple weeks ago I went in to get a necklace repaired( purchased at zale's, Also have had to have numerous repairs on everything from breaking to the clasp not latching.) The sales lady offered to clean my jewelry while I waited. She found two loose stones and a chip diamond in my wedding ring. She said it was covered under the protection plan. And did I want to get repairs. I told her I did want to get the stones tightened but that I did not want to get the diamond replaced, It was my wedding ring and I did not want to change anything on it. She said no problem. Got it ready to send off, Ask the man who worked there what she needed to put in the notes to have only the loose diamonds tightend and not replace the chipped one. The guy told me that was not an option. That I would have to buy a new diamond, I told him I had the protection plan. He said that because I had missed and inspection on the diamond that it was void. I again told him I did not want that diamond replaced, I didn't want anything changed in my wedding ring. He told me they were an all or nothing repair service. And then if I did not buy a new diamond , they would not do any other work. And not only do I have to buy a new diamond for the ring that is supposedly under a lifetime protection plan. THEY ARE GOING TO KEEP THE CHIPPED DIAMOND, THAT I PAID FOR. I told them that was an unacceptable , and left. He was extremely rude and not the first time he had been rude. I had never heard of a diamond chipping or breaking , The only thing I could find that it either already had a flaw, Or that it was a sub par stone. I contacted customer service and they also said. Because I missed an inspection I would have to purchase a new diamond for the ring, They would be keeping the chipped diamond. And if I did not do so , they would not repair any other part of the ring. And the fact that I had purchased a protection plan and already paid for the diamond that was in it did not matter. This was not the first problem i've had with getting jewelry repaired at Zales. We had stopped purchasing jewelry from zales because a few years ago I sent a bracelet offer repair and they lost it. It took me six or eight months to finally get that resolved, And they did everything except for handle the problem, they drug their feet, passed the blame around, didn't return phone calls. It was also not the first time that the man in the Temple store had been rude. I purchased a bracelet elsewhere and took it to Zales to have it engraved. As usual the ladies in the store were very nice and helpful, The sales lady was getting it ready to send off, The same man took one look at it said we don't engrave that type of bracelet and you won't find anybody that will.( I had already talked to the Zale's 800 number. And they had told me that they did do it. Just take it in to my store.) I take it the next day to another jewelry store in town. They engraved it and I had it back in five days. They did a beautiful job. No problems. So to recap. We buy wedding ring from Zales along with paying for the Lifetime protection plan. Need repairs on two loose stones and a chipped diamond. They tell me I will have to buy a new diamond, They are going to keep the diamond that have already paid for. Or they will not repair any part of the ring. Everything I could find on why a diamond would chip is that it is either sub par or already had a flaw. Which is probably why they want to keep the chipped one.SO BUYER BEWARE, YOU MAY NOT BE GETTING THE QUALITY STONE YOU ARE EXPECTING. AND THE LIFETIME PROTECTION PLAN DOES NOT COVER WHAT YOUR TOLD IT WILL COVER. IF YOU HAVE TO REPLACE A STONE OUT OF POCKET THEY WILL NOT GIVE YOU THE STONE THAT YOU PAID FOR BACK. AND LAST BUT NOT LEAST CUSTOMER SERVICE IS FINE UNTIL THERE IS PROBLEM.

My now husband purchased my engagement ring at Zales. He bought the lifetime protection plan. We were actually fairly loyal customers to Zales. But then they lost a piece of jewelry that I had sent out for repair. So we didn't go back for an amount of time. Recently I went in to get a necklace repaired that I had bought at Zales it's had to be repaired quite a few times, everything from breaking to the clasp not latching. They were going to clean my wedding ring, while doing so she found two loose stones and a chipped diamond. The girl in the store was going to send it off to have the loose diamonds repaired. She asked the manager about the chip I explained I did not want to have the diamond replaced it was my wedding ring and I didn't want anything changed on it. The man in the store told me they were an All or Nothing repair. Was very rude about it. Explained that I would have to buy a new diamond and they would be keeping my chipped diamond. Now keep in mind I have a lifetime protection plan. The only time I've ever heard of a diamond chipping is when it was a subpar Stone. Which maybe why they want to keep the chip one. Will not give me my money back for the protection plan that I can't use. Will not fix the loose diamonds which should have been covered in the protection plan. This was the second time I have left Temple Zales because of the man that works in there. The first time I had called about engraving a bracelet was told to bring it in. The girl that helps me is fixing to send it off, he takes one look at it says we don't do that, tells her not to send it. Tells me because of the bracelet type no one will engrave it. I take it the next day to a jewelry store in the same town they engrave it and have it back to me in 5 days. This is the Temple Zales. Between the necklace breaking over and over, the protection plan not covering stones, a diamond that chips, lost jewelry. Buyer beware Tip for consumers: CHIPPED DIAMOND IN RING. THIS IS MY WEDDING RING. I DO NOT WANT TO CHANGE ANYTHING IN IT. I WANT IT THE WAY HE GAVE IT TO ME. THEY REFUSE TO TIGHTEN LOOSE STONES UNLESS I BUY NEW DIAMOND (AND THEY KEEP THE CHIPPED DIAMOND THAT CAME IN RING. THAT I PURCHASED) Products used: Diamond wedding band with lifetime warranty. BUT TURNS OUT PLAN DOES NOT COVER!

Initially when purchasing ring I was promised a certain promotion and didn’t get it. Upon paying my final bill they sent me a late fee bill the following month that they wouldn’t cancel.