Zale Jewelers / Zales.com

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.