ZalesReviews of zales.com

Would be 0 stars but not a option.... ordered a gift for Christmas never came but they sure as hell charged me for it... customer service sucks and will be 7 to 10days before they even review where my stuff is at or if im refunded

We visited the Zales Store at the Arnot Mall in Horseheads, NY....we needed our rings cleaned and inspected.....the staff was wonderful; not only did they inspect and clean our rings, they also advised us what to do with a Mother's Ring that was losing gems...just a wonderful experience

Ordered on the 12th. Said delivery would be 24th. Called the 20th to see if shipped. Was told to rest assured it would be shipped and arrive on time because their website was accurate. Called again the 23rd because tracking still said "preparing". After a long online chat, the item had not even shipped. So I requested my order be cancelled. I was told they could only submit a request to cancel because it could still possibly be shipped. Then they didn't want to send an email stating I request a cancellation due to their failure to ship. I called on the phone and that lady sent me an email stating a cancellation request was placed. Then I got an email at 702 pm (they close at 7pm Eastern time) that they apologize for the delay and the item went out but that there was a delay in customs. My question is simple, why was this not updated online, especially if it was a customs issue and their online tracking was so accurate? Anyway they offered me 10% off of my "replacement order". Well if it's delayed, then why do I need a replacement order? And who said I will pay to replace my own order that you lost or failed to ship on time? I will be disputing this charge. And just to describe how much BS this is- I placed an order with Helzberg diamond on the 14th (two days after this order) and the person of that order received it on the 19th (with a 2 day weather delay). Save your money and use Jared's or helzberg or Kay jewelers.

Received white gold diamond earrings 11 months ago as a gift, and a few days ago both earrings broke. On one of them the post broke off and on the other one, one of the diamonds fell out. Husband bought them from Zales online and the online customer service set us up with an appointment in person. In person "customer service" failed to acknowledge our appointment and then very flippantly said oh you didn't purchase insurance? You'll have to pay to have them fixed. We asked, to be clear, someone can spend HUNDREDS of dollars on white gold and diamond jewelry that breaks in less than a year and there's nothing you can do for us? She was smug and told us not if we didn't purchase insurance. I wore these maybe 15 times in the year and Zales doesn't GAF about their customers. They sell garbage jewelry and have garbage customer service to match.

On 12/07/25, I ordered a Vera Wang wedding band that my fiancé loved. This was an online order, which I wasn't really a fan of, and my fears were born out. I received the order confirmation when I made my order, with no communications from them on until 12/18/25, when I received that they had cancelled my order due to an 'Inventory' issue. Attempts to reach a human Zales support were meant by bots, no humans. I've given up dealing with them on this issue, or any future purchases. There is no WAY anyone should take a chance on such big-ticket purchases with a company that doesn't have a reliable inventory control system and no recourse. To their credit, my credit card wasn't charged, but.....;No Mas!

In the three months I’ve owned this ring, it has required four separate repairs, and I barely had it in my possession for most of that time. Zales has had it in their possession for over half of the time being “repaired.” My husband ordered the ring online and was sent the wrong size. After our proposal, we sent it in for resizing and engraving. When it was returned, the inside blue sapphire was chipped, requiring another repair. The store later called to say the ring was ready, only for me to arrive and be told it had been sent back without being repaired at all. That meant sending it out again. After finally getting the ring back—having been without it for nearly two of the three months—one of the main diamonds fell out within two weeks. Corporate was informed throughout this entire process and was neither helpful nor understanding. I received $200 back and a $100 store credit, and their proposed “resolution” was to exchange my ring. This was unacceptable to me, as this ring is my engagement ring and holds deep sentimental value. This is apparently the only option so I had to exchange it. To make matters worse, when the store manager told us to come in for an exchange, she claimed they had my size in stock. When my husband arrived, she realized they did not—another mistake—and suggested sending a different ring out for resizing, which would take another 2–4 weeks. At this point, there is zero confidence this would even be done correctly. Every issue in this process has been due to Zales’ mistakes, yet I’ve consistently been made to feel like the inconvenience is somehow my responsibility. This experience has been exhausting and disappointing from start to finish. I would not recommend Zales. Michelle, the store manager, has been helpful and responsive throughout this process; however, the support from the corporate team has been unsatisfactory.

I recently went to my Mcdonough Georgia Zales to have my ring expected and cleaned. The staff was great as always. When I first went in the store I immediately saw the new renovations and felt extremely uncomfortable!!! The new design is really horrible!!! The feel of the store is cold and not consumer friendly. You really can't see the jewelry for sale. Not even half of the inventory. I will always have my ring inspected , but will probably never purchase from Zales again. This makes me sad, and mad 😠

Ordered this necklace as a gift for someone else but it came with my name on the necklace. Also the chain looks good but the name plate but the looks a prize from the bubble gum machine. I purchased this necklace five years ago for some else and it looked way better than this. The Zales box is plain and black the last time I was given a grey velvet jewelry case for the necklace.Not a cardboard box in a plain velvet bag. This is poor presentation to gift someone with. In addition, when I’ve made the purchase on October 31st a debit from my card in the amount of $245.03 was made several days later the funds was returned to my account. Then on November 23 of 2025. I received an email confirmation that my item had shipped a nd then my card was recharged. This has has caused an inconvenience and an overdraft in my account. I was under the impression that the merchandise was already paid for after making the initial order. I called the customer service rep and she confirmed that the item was already paid for and then I should not be recharged when in fact I was charged because the hold was removed so this is the first inconvenience that I experience After receiving the necklace. I am very dissatisfied with the quality of the merchandise. I expected the nameplate to look a little blingyer the name chain looks. The actual chain of the necklace looks fine, but the nameplate looks very much like costume play jewelry. Lastly, I made a call to Customer Service today for sales on Thursday, November 25 and this call was placed on 11:35 AM Eastern standard time. The customer service representative was very rude. She continue to let me know that the thank you note in the line where I was supposed to supply the name was different, which is I already knew. I have worked in customer service previously in my past for almost 20 years. I would never put blame on a customer without providing a resolution of how we can satisfy the customer or fix the problem this customer service representative did not offer me solutions she continued to ask questions. She placed me on an extremely long hold (15 minutes) asking me if she could research if it was my error with the warehouse error to my knowledge I put my sister‘s name in line one on the order form. I would not order a necklace for myself as a gift to my sister it’s very common that this could’ve been a computer error maybe not a warehouse error or human error .But certainly a computer error in the order form. The front end of the website contact forms are outdated on the zales website. I would like a refund and I am just very disappointed at the downfall of service in this company. I was unable to leave a review on product . I was unable to send an email to zales customer complaints. The forms on the contact interface of the on the front end of the sales forms. Contact forms are not able to be submitted. That’s why I am writing this letter so this is my fourth inconvenience and dealing with this company at this point I would just like a full refund and I do not think I will not be doing business with this company in the future.