Zale Jewelers / Zales.com
Reviews and Complaints

We were waiting on the arrival of our wedding band. We already paid for it. Approximately two months went by with no call from Zales (Peru Mall, Peru, Illinois). We finally called them and Carol informed us the ring was discontinued. I asked why we were not contacted and informed of this and she did not have an answer. Rather, she told us that she would have Holly, the manager contact us upon her return from vacation on 2-1-2019. It is now 2-4-2019 and we have yet to hear anything from Zales. How awful is this?! We had to call them to find out we were not getting our wedding band! Terrible, terrible customer service. Then, to not call us and try to fix the problem is even worse! I will NEVER recommend Zales, specifically, Peru Mall, Peru, Illinois, to anyone. You are awful and should be ashamed of your business with your customers!

I purchased a ring on November 22, 2018. This ring was supposed to be her engagement ring. On December 8, 2018 I got a call saying the ring was ready. I picked it up, gave it to her and not even 10 hours later a diamond fell out. I go back to the store to have it repaired. That took another 3 1/2 weeks to get back. SO only did she get her ring after Christmas, 3 days later ANOTHER DIAMOND fell out. I shouldn't have to pay for a ring THAT SHE CANT EVEN WEAR! Then I call the store twice, both times they picked up and HUNG up the phone. Its very unprofessional, and at this point I cant trust this company.

I ordered the ring 12-9-18 prior to the cut off date of 12-20-18 And while I'm sitting here at home on Christmas day there is no ring.. I've spoken with a customer service associate and she had absolutely no information as myself.. Other shopping experiences were okay, even though one of the lab created stones fell from another ring i purchased. Will never shop with zales again. No knowledge of ordered items. No help. Poor business ethics.

Joe
.

Purchased a diamond ring guard with multiple diamonds and purchased lifetime diamond warranty. Came in every six months for cleaning and inspection while I shopped for new jewelry and often purchased something new. Told saleperson when purchased would unlikely be able to carry the loose leaf sheet of paper everytime and they said it wasn't needed. Gave them my phone number each time asked and they typed on their computer I assumed to log my visit. One of the tiny diamonds she said was missing at my May visit and said she couldn't find my number in computer to bring my paper next time but they would then send it off to be fixed. I brought the paper in a few weeks later and was denied assistance. Was told I could get an estimate and pay to have repaired and replaced and then they would reinstate my warranty because they didn't show my ring inspected officially in last year. I will never buy from there again. Lady asked man to come over who pointed out he and his wife inspect their rings it was just smart. I said I would have to bring my whole jewelry box and a filing cabinet as my husband buys me jewelry for every occassion and I can't wear it all nor bring it all to a mall over an hour away it wouldnt be safe and he said not to bring it in was not smart and he does it. Ya he works there.

Placed watches in repair, appraisal on watch band for one of the three The associate never mention of a 30 day return, after the they broke one the facin slot, then instance I requested a $80.00 watch band at somewhere else I pay $20.00, the associate refused to remove the band from my watch when the repair wasn't complete, Neither less watch wasn't running, and had been lossed for sometime, Will by the numbers contacted customer service, contacted management, Contacted Better Business emails phone calls. I was once employed with the agency at another location. I was wondering if other have had this type of treatment.

We have been a customer of Zales for about a year and have been happy to this point. The problem is my wife and I had brought back a set of ear rings that fell a part. That happens they said they would send them off for repair. She noticed a set on sell that was necklace and ear rings for $99.00 she loved it and had to have it. When the clerk rang it up it was $149.00 it was clearly mark $99.00 I don't feel like it was our fault and wanted it for the advertised price. That's when we had a problem the store manager Eric Sauer at the Sooner Fashion Mall location in Norman, Ok. he was totally un reasonable and basically didn't give a sh_ his attitude was terrible and would not give me his district managers phone number he said it was not important enough to matter. If we did not have to go back and pick up our ear rings we would not go back to this location again. I would hope he would get some type of discipline for his actions. I hope this gets to the right person so it will matter. Please email me back the results.

I did order a un-stoppable necklace back in January of this year but I saw on my bank statement I was charged again May 7. I called the Bank because I didn't order it and that account was closed. It was forced to my new account. I didn't order it and didn't receive it. Please return the $54.11 back to my account so I can close it the account. I noticed the e-mail I'm sending but thought it was a mistake

To who handles the complaints for Zales,

My name is Le'Roy Sitton. Me and my Mom ordered the 1/4 CT. T.W. Princess-Cut Diamond on the computer on 2/09/18. We read everything saying it would be sent to me by the 2/13/18 2nd day air in time for Valintines Day also my engagment party infront of family and friends. When I got my email after the ordering the ring. It said different things from when we ordered the ring. I called and spoke to a person over the phone I called and talk to someone who told me my tracking number would be sent on 2/12/18. It wasnt. I got to the address to find out the ring was not here. I talked to Lewis, Employee Manager #2681163 who said he would handle the mistake I was told I get my ring on time for my engagment party to find out from Lewis my ring was not even shipped out yet and would not be at my home or by 2/13/18 maybe by 2/24/18( SMH) more then 7 to 10 days now. He offered a 15% discount for all my troubles. I asked him why couldnt my ring be sent over night. I was told by Lewis it could not be because it wasnt even made yet. My wife to be family and friends will be very disappointed how I was handled and I dont think Our family will ever use Zales again after I finally get the ring. We also saw a wedding band we like and now who knows. This has caused us a lot of heartache. I am taking the time to send this complaint in so no one else will ever have to go threw very bad customer service from Zales Jewelers. My number is Le'Roy Sitton. My phone number is [protected] address 20302 Rusty Rock Lane Cypress Tx.77433 Engagment is to be remembered for a life time. This now will be ours. Sad very sad and disappointed about the whole matter. Its going to be hard to try and explain how this happen. The customer should always come first. Not in this case. Item number is #[protected]. Order number is [protected].

Purchased 8/11 at Zales store, transaction# 383513. Took ring in every 6 months to get inspected/cleaned, but didn't have cleaning & inspection paper with us. Sales rep got on computer to verify our purchase. Sales rep said the paper wasn't really needed & provided no inspection # for us to write on paper. We thought this was because rep got on computer & made a record of our visit.
Ring got damaged in 2015 & was sent in for repair. The prongs were repaired & we were told the diamond was cracked & that it was not covered under the warranty.
Took ring in on 2/13/2018 to get inspected/cleaned. Manager said the diamond being cracked was covered under existing warranty plan. Manager looked at cleaning & inspection record and told us that because we didn't have inspection #s on our paperwork that now the diamond wasn't covered. Gave manager paperwork & she didn't write this inspection # on paper for this dates inspection/cleaning.
Zales states, "If your diamond becomes chipped, broken or lost from its original setting, Zales will replace the diamond at no charge to you. We have been a Zales customer for decades believing that if we ever had a warranty issue it would be honored. It appears now that Zales sales reps are not trained to make sure our warranty was still valid. We would have made sure the paperwork verifying our inspection/cleaning was signed & an inspection # was written on the paper. But, like I stated earlier, we were told that it was not really necessary.

My name is Thien Truong. I was a Zale store yesterday between 7pm -7:30pm at Northlake Mall in NC 28269, hoping to buy a ring that was on sale for $999 original is $1999 for my wife birthday plus Valentines gift. The two employees was busy assisting the two sisters so I waited patently for my turn but then when one of the employee done talking to the sisters than she saw a couple that look old than me and go assist them. I am writing this because I think that you Zales employees discriminating ages or racist. If you look at the video yesterday 2/10/18 between that time than you will know what I am talking about. I am very disappointed with your employees and I did not but the gift for my wife.

Thank you,

Thien Truong

I have been trying to get my refund since December.. They have definitely received my returned package (which they acknowledge) I do not understand why they are always excuses.. They were going to issue a check, now they will put it back on my card. Now I have to wait another 30 days. I do not understand my reimbursement for $88.24. I will continue to call everyday if need be.

Date of purchase-12/4/17
Date of attempted return- 1/10/18
Trans/Reg#: 128628/1
Store#: 1987
assoc#:103307

I came to Zales to purchase an engagement ring. Just so happen that there was a promotional deal going on for one day only. The staff told me how lucky I was to get this opportunity. They had a jeweler there who was setting diamonds into bands on the floor. The two sales associates that i worked with told me how good of a deal this was and that it must have been fiat. I was under the impression when i walked into the store that the diamond and the band would get sent off to get set. Seems like pretty standard procedure. But after the staff telling me about the promotion, they convinced me that i should do the promo and have the ring set there. This entire time, not once was i told that by doing this i would not be eligible for a return. I had a witness with me at the time who can also collaborate this story. I was lied to. I would have never made this purchase if i knew that i could not return it. My total purchase was 5369.65 and i payed over 2000$ upfront. This is unjust and i deserve a refund based on the poor job of the staff. They did not do there job.

Dear Sir
I have a special order through Zale's store #1896, Harrisonburg VA. I had purchased 7 rings in the past for my son's and men I have mentored to have something to remember my by. But my ring had been repaired 4 times, but I had a lifetime warranty, thank God! Then I receive a letter from Zale's stating it was canceling my warranty? They would repair the ring that was in repair.
Then I was contacted by Paige the store manager of #1896 stating the ring was unrepairable and that I could order another ring comparable to the on in repair.
It has been more than 10 weeks and I have yet to receive my ring, I have contacted the store and customer service and I get the brush off and I was told the store had to handle this. It is very evident that the store manager is not getting any answers from the vendor and no support from corporate to make customers satisfied. I had heard this from my friends that Zale's has had a bad customer service record by for the many years I had not had a bad experience until now.
I would like to get my ring situation resolved and you will not need to worry about me anymore.

Roger Norrell
[protected]
124 Fairmont Dr.
Staunton, VA

I ordered my first wedding band for my husband for Christmas 2017. Received it no problems except for the fact that it didn't fit... Returned it asking for a refund to my paypal account. Ordered a second ring same one different size, received it no problem except 1. haven't received refund from first ring 2. It didn't fix either. Returned it asking for a refund. Stupid me decided to give you one more chance, but now that ring no longer available at the sales price and I wasn't paying what they wanted now and the correct size wasn't available. (Still haven't received refunds from rings 1 and 2). I know I should have given up by now but noooo I decided to give you one last try. I order ring #3 but it is totally different from the first 2 and it is suppose to be with a BLUE inner circle. I ordered it Dec. 14 with a delivery date 2 days later. On Dec. 22 after my several failed attempts of contacting customer service or any human I received an email at 2:37pm saying I will get my ring on Dec. 23. Ok fine then at 6:57pm the same day I receive another email saying you are deeply sorry but this ring is no longer available to me and here's a $200.00 e gift card to use either on line or at one of your stores for all my trouble. REALLY ZALES after all this do you really think I would do ANYTHING with this company again.. I mean come on I gave you 3 tries and you screwed up every one of them. And oh by the way ring #3 did arrive finally on Dec 23 as stated in your email, however guess what it wasn't right either... The blue inner circle is not only blue it also has purple, and yellow and something else. Can't remember what cause I'm so damn pissed I already put it back into the box and have it ready to return. And also still have not received any refunds for any of my returns and I failed to mention I have so far had to pay out of my own pocket a total of $61.37 in UPS and Fed-Ex fees to return the first 2 rings, and don't know yet what this 3rd ring will cost to send back. I have been doing business with Zales since 1977 and I have never ever had such horrible, problems and I have learned my lesson NO MORE!

I bought a gold ring with a diamond (worth 10K approx.). All of a sudden it broke down even though I carefully wore it.
There was nothing else to do and I contacted Zales and asked them to replace or to repair it. They refused and said that instead of this they can give me a discount and I can buy something else. Isn't it a scam?
Why can't you just resolve my issue the way I want? I paid big money for this ring and I expect a good treatment. At least.

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. Now they tell me it's back ordered and probably won't be coming by Christmas. Why don't they notify you when they put it on back order. Run away don't use them.

Unhelpful and terrible customer service. I dropped a ring off to be sized 3 weeks ago. When I dropped the ring off ( my engagement ring) I was excited and asked if I could pay for rush sizing the lady said "its the holidays, that wont happen." They told me it would take 2-3 weeks, fine. Well I call after three weeks and they tell me "nothing is here for you." When I ask for more information about where and when I can expect something they give me another number( district manager, Jason) and hang up. I waited a day and called again. This time the rude lady on the other end of the phone states "It is likely here in the store but there are a lot of boxes and I dont have time to go through them, call back tomorrow." I have also attempted to call the number for "Jason" several times and have recieved no anwser or response to my voicemails. So no help there. I wish I had fallen in love with a ring somewhere else because every interaction I have had with these people has been awful! Will not buy from them again. Thank you for making my engagement so much less enjoyable.

I am a customer my name is Brendalee Rodriguez I've been having a problem with sales login because the account cross with a previous account and I am unable to login and view my account online nor am I able to make any payments online this problem exist for the past four months I am supposed to call every month and make a payment by phone free of charge And sometimes I am not able to do that because the number crosses into a different account sales customer service is unaware of what's going on they have no explanation and just makes comments and takes my payment this is unacceptable I think for months later Ron which is over 120 days today I called and I spoke to an individual by the name of John John is very unprofessional he has poor customer service he doesn't allow the individual on the phone to explain what's going on I requested a supervisor and I requested him to re-issue me his name he declined he did not transfer me to supervisor he transferred me to an automated service he never picked up the phone again I was holding for a supervisor for 25 minutes I go through this every month I finally spoke to a supervisor she was very courteous but not helpful enough I still have the same issue I'm not able to login and view my account I'm not able to make a payment online this needs to be addressed she did say she was going to try and update everything to see if it changes it it's it's status updating all the information has been done for months in a row that's 120 days if this continues on the next payment day I will close my account I will not deal with your employees that are not Courteous nor has any customer service please follow up with my concerns thank you and have a nice day

To whom it may concern,
I wanted to share with you my experience this year with both the Zales Customer Service along with their jewelry repair services.
On January 2, 2017 I brought my ring in to the North Branch, MN Zales store to replace a small diamond surrounding the main stone on my wedding ring that fell out. I paid a rush fee to receive the ring back as soon as possible. On January 10th I received a call that my ring was back in the store but it failed inspection because too many of the diamonds were loose and they were sending the ring back to the jeweler. I never received a phone call over the next week to pick up my ring, so I called the store. They told me they tried calling one of the phone numbers on my account and it was disconnected, so they didn't try the other number on the account. My ring sat in the store a few extra days because no one attempted to call the other number listed in my account, which was the number I had asked them to list as the primary phone number. I picked up my ring on January 13th.
After inspecting the ring back at home and wearing it for a few days, I took it back to Zales in North Branch on January 29th because the diamond that was replaced was not catching any light and looked like a black hole when looking down at it. On that day, I spoke to Macy (Associate 1072437). She told me the diamond was sitting completely crooked in the setting and they would send it back to be fixed and that she would personally look it over when it got back in the store.
The ring had an expected pickup date of February 9th. It did not return to the store until February 14th. On February 16th, I went to pick the ring back up and looked at it and could tell the diamond was still sitting crooked. It was not catching any light and still looked like a black hole when looking at it. Macy then got an attitude with me and had me talk to the Manager, Joe (Associate 1052355). I had never had any interaction with Joe until this point and he looked at me and told me, " The ring doesn't need to be perfect; it's normal wear and tear and that this is getting ridiculous." I calmly asked him if he could see that the diamond was crooked and explained a crooked diamond is not normal wear and tear. He told me he could see that the diamond was crooked and he'd send it back for repair if that's really what I wanted to do. He said he would not rush the repair, because he didn't want them to rush through the work again. I had him send back the ring and left feeling very unnerved and extremely disappointed in their Customer Service, especially considering he was the Manager and also extremely disappointed that the jewelers could not put a diamond in straight and that if I paid a rush fee that it meant they would do less than par work and rush through it.
On March 2nd, the ring was supposed to be ready to be picked up, but I didn't receive a phone call. I checked the status or my ring online and it was listed as "Completed" so I called the Zales North Branch store on March 7th and spoke to the Manager, Joe again. He told me it would maybe be ready on that Friday, March 10th or possibly Monday, March 13th and that they didn't have it back in the store and it was probably marked as completed on accident. Joe continued to tell me that they were trying to find a diamond that fit the ring and the reason it was crooked before was because the diamond they used before was too big. He told me, "I will look it over when it gets back in the store because if it isn't good enough for me, I know it definitely won't be good enough for you." Again, his comments left me feeling like I was asking too much from him and the company to supply me with a replacement stone that fit my ring.
On Tuesday, March 14th I still had not received a call to pick up my ring. I called and spoke to Macy and she said it was still not ready and she'd check with Joe. I never received a call back. On March 17th I called again and was told it's still in the shop. I asked Joe to call the jeweler and find out when the work would be completed. He told me they said it would be complete on March 20th or 21st. On March 23rd, Macy called me and told me Joe received the ring back at the store and the channels were bumpy and catching light funny so he's sending it back again and this time they will rush it and it will be done on March 27th or the 28th.
I never received a call by March 28th so I called the store and spoke to Macy. She told me they forgot to send it off and it will be ready by Friday, March 31st because the jeweler received it late. At this point I was extremely frustrated. I told Macy I had family photos planned that weekend and I expected my ring back by March 31st and no later. I picked up the ring on March 31st. When I walked into the store, Joe looked at me and walked into the back of the store. He never apologized for the misunderstanding or the long repair time. He had another associate give me my ring back. The diamond was set straighter but was still too big compared to the other diamonds. I took the ring home and decided I would no longer be going to the Zales North Branch Outlet store again.
On June 18th, the small diamond right next to the diamond they had replaced fell out while I was making the bed. This came as no surprise considering how big of a diamond they put next to it. I don't wear my ring while I sleep, workout or do any projects, so it was disappointing it was falling apart so easily. I decided to take the ring to the Zales store at Mall of America. When I dropped off the ring on June 18th, they told me the Outlet stores use different jewelers that don't do as good of a job and that's probably why I had issues. I was charged a $35 rush fee and told it would be complete on June 25th. I didn't receive a call until June 28th to pick up the ring. I picked up the ring on June 28th and wore it until July, when another diamond fell out.
On July 16th, a small diamond two spots away from the prior diamond that was replaced fell out while I was getting dressed. I brought the ring back to the Zales store at Mall of America. I was told it would be complete on August 6th. I called on August 7th and it was still not ready. I called again on August 11th because I had not received a call. I spoke to the Manager of the Zales Mall of America store and he told me it was ready and had been sitting in the store for a few days and he's not sure why no one had called. I asked him if I would still have to pay a rush fee since it took so long and he told me there's no such thing as a rush fee and they don't charge for that anymore. You can imagine my confusion as I was asked to pay for a rush fee the last time I was in that store the month prior along with other Zales stores, including Zales North Branch back in January. I picked the ring up on August 13th.
I decided at this point I would take my ring to a professional jeweler who actually cared about the quality of their work to see what was really going on with my ring. The jeweler sat with me for an hour and let me look at my ring under a microscope. This is something Zales never allowed me to do. I was horrified at what my ring looked like under a microscope. I was told by the jeweler that several diamonds were very close to falling out and the prongs were barely holding them. He said the prongs looked so bad that they didn't even feel they would be able to build up the prongs because they would have to fix over 40 prongs. They told me at this point, I can continue to wear the ring and keep replacing diamonds as they fall out or I can melt my ring down and they will rebuild me a quality ring. Obviously the cost of rebuilding a ring is a price tag I cannot afford after paying for this ring in the first place and only having it for less than 4 years.
I have not worn my wedding ring since August 2017 out of fear of losing another diamond. I also don't think I can handle dealing with the awful Customer Service anymore. This is extremely heartbreaking to me that I can't even wear my wedding ring.
I'm writing this letter to inform you that Zales needs to do better. They need better training for staff, better jewelers, better quality and definitely better Customer Service. I'm not expecting a response from this letter, as it has been made very clear that customer satisfaction is not important to Zales. I do however want you to know I will be sure to never shop at a Zales again. I will inform friends and family not to shop at Zales. I will be sharing my experience with other businesses and on social media. I don't want anyone to have the disappointment that I did. Although, from reading Zales reviews online from other customers, I think it's too late for that.

1___I will be mailing/returning Zales order #[protected] --(14K 20in 2.6 mm herringbone chain Item #2ADN4397/20 ([protected]) today.

2___Please refund PayPal Transaction ONX283380U555784P once received.

3___Chain is not what I was expecting and has a small kink and hasn't even been worn yet.

4___Thank You for your time and consideration

Marilyn Ferran