ZalesReviews 144

I purchased a diamond bracelet for my girlfriend for Christmas, $900.00 and it broke after 30 days. She took it to a Zales store and they took it in the back and fixed it, 2 weeks later did the same thing and the fixed again. She stopped wearing for fear it would continue to break and would end up losing it. 3rd time it broke and I had had it! Called corporate and they say no warranty. They sell junk and dont stand behind the product. Please take my warning and stay away from Zales!~

My wife and I while shopping at your store in the Galleria in Hoover, store 1572, we had the pleasure to meet your sale person name Sam. I must say she is very pleasant and a great personality. She assisted us with our purchases of his and her wedding rings for upcoming celebration of our fifty year wedding anniversary. She also scheduled me a date in September to come in and talk with a Jeweler about designing a necklace for my wife for this occasion. It was our pleasure meeting with and purchasing our rings from Sam. Sam's knowledge and guidance was very value and helpful in assisting us with our purchases.
Al Niles

I've been shopping at Zales for many years, and I must say Christine is fabulosity, gracious, professional and actually knows about the jewelry she's selling, great upseller too, she as brilliant and beautiful as the diamonds she sells! Customer service at its finest!

Bought a pair of $10,000.00 earrings and the screw on backs will not even stay on and they will not stand behind them. Zales sucks. Find you another place to spend your money. All they want to do is charge you more for something they should fix without any charge. I will never step foot in another Zales.

I ordered an engagement ring online on May 12th. It was to be here no later than May 24th. In the two weeks I watched the item screen continue to say "Preparing to ship". I contacted customer service multiple times to get an update and each one assured me it would be in on time, until the 22nd. I was then told that the item MAY ship on time but if not to contact them. On the 23rd I was told there was a delay and someone would contact me in 7-10 business days. Now on the 24th with no information I've been told it will be 10-15 business days. They refuse to tell me if they even carry the ring anymore and will offer me ZERO help. I was trying to propose to my girlfriend in the next week, but now that won't happen as I have no ring and no timetable as to when or if it will arrive. I also have close to a grand tied up in the ring so I don't have the ability to purchase a different one.

I received a ring from Zales as a gift. After less than 18 months, the setting fell out. Zales will not repair my ring unless I pay for the labor and the replacement stone. I checked their extended warranties and lifetime protection plans. None of them cover the cost of replacement stones and only the lifetime protection plan will cover the replacement cost of diamonds. So now I have an ugly frame for a ring and I will have to fork over even more money, on top of my giftor's purchase price, to have something that I would wear. Make no mistake, Zales---and Kay's by extension as a sister company---*will* not stand behind the products they sell, unless you are willing to fork over even more money for an extended warrantee that covers nothing more than the bench fee of their repair service. And don't forget, any piece of jewelry that you might wish to sell, will bring only a fraction of the original purchase price... maybe 25% at best.

I got a sapphire bridal set for my fiance as her engagement ring and wedding band. In less than 4 months it's been in for repairs FIVE times because the band broke and stones fall out CONSTANTLY. We were given all the excuses, don't wear it to work, desk jobs are the hardest on rings, don't wear it to bed, don't wear it in the shower, etc. So when CAN she wear it?! Wedding rings are made to be worn! After weeks of screwing around with corporate customer service, I finally hear back from someone saying they'll replace it with a "more durable" ring made of gold because silver "doesn't hold up" (what?!?!) So we go to the Appleton, WI store and spoke with the manager, Kayla, who was VERY nice and said they'd figure something out but she has to speak with corporate and they were closed already. I get a call the next day and they're giving me back what i paid for my ring, but offering me a whopping 25% off a new ring AND I have to buy ANOTHER protection plan! I know the markup on jewelry and I'll be DAMNED if I'm giving them any more of my money knowing they're jewelry is this unstable! I got the ring because I can't afford anything super fancy right now and this is the style she wanted, but to get something similar made of white gold it would be an ADDITIONAL $625 AFTER my supposed "savings"! HELL NO! I'm going to make sure EVERYONE knows about this, including all of my social media following. They did NOT make this right, especially considering they've had the ring for repairs more than my poor future wife has been able to wear it! DON'T BUY THEIR JEWELRY AND DONT BUY FROM ZALES!

I made a purchase and my due date for payment is by the 20th of the month.After making a payment online on the 3rd of the month they keeping charging me late fee every month saying the payment was receive on the 21st. Please check your statement.

My husband purchase my engagement ring from zales in 2001. I have had it repaired a few times out of pocket because warranty is only for diamond replacement as long as you get it cleaned ever six months. I had done this until COVID when store was closed. Took ring to get prong fixed and was informed that diamond was chipped and to repair ring it would cost around $800 since I had to buy a $400 diamond. I offered to sell the other 4 diamond to them and was told they don't buy back but I could trade up (which is really a trade down unless you want to spend several thousand more). Also asked to fix prong with out replacing diamond and the said they could not repair without replacing diamond. Called customer service to see if they would replace diamond and they refused bubbled it up to supervisor and zales would not stand behind ring. Seems to me the diamond warranty is a gimmick because if you don't go every 6 months for inspection the warranty is not valid. Who doesn't forget a cleaning now and then. So you may want to look at companies that don't require a cleaning to keep warranty valid. I do not recommend zales.

My BF bought a necklace with a kinked chain. Tried to return it at Hagerstown Valley Mall and the salesperson said it was a comp. Chain but wouldn't fix or exchange it. She had us return it, probably so she can get rid of us. LAZY AND UNINTERESTED IN OUR BUSINESS. Bought earrings there too that broke within a year.

The lady I spoke with was rude and condescending. She attempted to offer no solutions to my inquiry, never again

Zales is the worst company to buy a ring from. I bought my original wedding ring years ago from Riddles, which by the way, is a wonderful and reliable company. The stone finally after 15 yrs fell out. I decided to just get this ring from zales website as a temporary replacement. I ordered it and the order got canceled. I called customer service. They said something wrong with the billing address. They supposedly fixed the issue and they ordered it again for me. Sure enough, a day later, it was canceled AGAIN! I called customer service, they say the same thing. Supposedly, they fixed the phantom billing address issue. And again reordered the ring. At that point, I was assured that everything was fine and that I would receive the ring in a week. After 2 days, I get an email saying that it was canceled yet again but this time it was out of stock! OMG! ZALES, get it together. Update your website daily and train your staff. Horrible experience and horrible, incompetent company!

Don't uphold their warranties
Dealt with Ali-was told the warranty for Zales is any amount over $200 and for Kay's it's only their diamonds. Had an issue with a broken bracelet and she assured me that she could get me a replacement and would call me when it came in.
The next day I received a call from Chrissy telling me the warranty was only good for 1 year and had expired and that it would cost $139 me to repair the broken bracelet, they were not able to replace it due to warranty being expired, and told me that she didn't feel it was worth the money to fix the broken bracelet……WTF
Why offer a warranty if it's not going to be honored/told different things about the warranty.
They clearly don't know what they are doing.
How can 2 different people say 2 different things.
Piss Poor Salesmanship and Management

I did an order on my laptop and the wrong billing town and zip code pre populated. The order was in 2 shipments and I canceled the second one and still shipped. They charge you the full amount which takes 7-10 days to drop off then when items ship they charge you again. One item was sent back to Zales because town is wrong and can take 30 days to get your money back. All around the companies online ordering system is flawed and I'd never shop there again!

Ordered a ring for my daughter for Christmas no communication told me it would arrive finally after several emails to customer service on December 23rd did not come then they said it would ship on December 30th hasn't shipped on the 30th absolutely horrible customer service. I dread to think what getting a refund is going to look like

Went to Zales in Pensacola to have our rings inspected for our warranty. Found a nice bracelet for my husband and it was 30% off. When the sales lady rang it up, it rang $20 higher than marked. She said she couldn't price adjust it as they hadn't had time to mark up the existing jewelry to the new prices. She talked to the manager and she said the sales lady would have to call Zales Customer Service to see if they would match the price on the tag. We didn't have time to wait so we walked away and I put in a complaint to Zales.com. The manager called me and said again that everyone followed Zales protocol and if they were to change the price, they would have to call Zales Customer Service and they would get a $20 credit to their store if they gave it to me……what a joke….they lost our business over $20….I do not recommend! We have spent thousands of dollars at this store….no more. So sad.

Bought a bracelet online for my wife of 30 yrs. Bought on 12/01/22 for Christmas was promised to be at store for pickup on 12/15/22 but store said they didn't have it, called customer service they said they did. Today I went to the store after work today and they decided to close early I called customer service they tried to reach them because they were still in the store but twice they hung up on them when customer service told why they were calling. I drove a total of 118 miles to & from the store and it would of only took 5 minutes to pick it up, it was already paid for. I have to work every day till 12/23/22 12 hrs. A day to get off the 24 & 25. I have no time to go pick it up nor do I have any body to go get it. I'm from Oklahoma working in Deep South Texas. Even if I had it mailed to my home in Oklahoma there no guarantee it will be there in 4 days. THANK YOU ZELES FOR SCREWING UP MY CHRISTMAS… G

Was issued gift card by zales because they screwed up an order. They gave an invalid one said I used it.I did not It was lies.never using Zales again

I ordered a Movado watch from Zales for my husband for Christmas. UPS lost the package, and has listed the package as lost on the tracking as well as informed me by phone that it is lost. Zales has opened an investigation, and will reply only by email within 10-14 business days. There are 13 business days until Christmas, so it is very unlikely that I will get a refund or replacement in time. This is an expensive gift that I will not be able to replace without a refund. So I am out the money and have no gift for my husband for Christmas. Literally the worst experience I have ever had with a company.