ZalesReviews of zales.com

Was Mother's Day shopping and came across this promo on their site - $50 off any purchase of $300 or more. OK, I was looking at something over this amount, so gave up my email and got my code, as well as the obligatory swath of promo emails. Of course, the coupon indicates all the items NOT eligible, so carefully scan the list and see my item is not listed and proceed. Add to cart, enter my code and... red error text of denial. Item not eligible for the discount. I rescan the coupon, see nothing on there for this item and proceed to chat. The rep advised it is not eligible for the $50 Off coupon, though struggled to confirm why. First it was because it was a designer item, then it was part of the Disney collection (it was not), then transferred me to another customer care rep. The other rep basically said that the item itself indicates not eligible for discount, and therefore is an unpublished ADDITION to the list of excluded items on the coupon. So, dear consumers, beware this facial coupon as they will randomly add exclusions as they deem appropriate and deny you this $50 coupon. I did advise the rep that this is deceptive and they are the only retailer I have dealt with recently that does not honor their word on coupons and would be supporting other jewelers. Her response was essentially "anything else I can help you with today?" I accordingly unsubscribed to all future emails. Beware the scam.

If I could give them less than one star I would believe me... I've never had such a terrible shopping experience as I have with Zales. All of their stores are closed in UT so my only option is to deal with their online department. ALL I WAS TRYING TO DO IS BUY A GIFT CARD... I get one over the phone with their agent and hours later I get an email saying it's cancelled. I call they say oh you can't buy gift cards over $2K which the agent did not tell me previously. That causes my card to have a hold on it and because zales uses a 3rd party billing service I have to wait 8-12 business days for it to go back on my card mean while I can't use it. I then use a different card to buy it at the set limit zales has on gift cards with the correct billing info. They cancel it again due to billing info issues.. SAME EXACT INFO AS LAST ORDER** I call they say oh you have to wait 30 mins to re-order.. I try again it gets declined again! I call back AGAIN.... another agent now says oh you have to wait 24hrs to re-order.. SO I wait and re-order like they said, below and behold it doesn't work and gives me another error!!! I call them yet AGAIN!! Keep in mind during this whole thing they keep telling me to re-order so my cards are racking up pending charges. Now they tell me oh our dept is closed call back tomorrow.. I call back AGAIN!! they tell me after a very long hold and 3 more calls with 2 different agents that oh someone in ZAles cancelled it but we don't know why... I cal my bank and card providers they say it's on the merchant the merchant doesn't know left from right. Then Zales said are you sure you ordered it right? OF COURSE I DID!!!! Their best advice is try ordering it again.. Like really that's what I've wasted countless hours of my personal time to get?! Most unprofessional and messed up billing dept ever!! Please DO NOT SHOP AT ZALES!!! I warn you it's a huge headache.

Ordered a ring online and used Affirm for financing. I was supposed to receive a 3 piece engagement ring. After a week or so we finally reached out via support chat. Were told that only two pieces were ordered even though we had a confirmation email saying we ordered 3 pieces. Called Store and they confirmed the same thing. it was a used ring and they said they were not responsible for it since it was used. Even though your advertising and confirmation email say 3-piece? Finally Manager Melissa called and said she ordered it from another store and it would take about 3 days and she would call. We went on a week and a half vacation and had to call on our drive back saturday about the ring. To which i was told "My assistant received it but i am not sure were she put it so i will speak with her and get back to you by the latest tuesday with the holiday. " It was easter sunday so i understood. Called Today. 4/7/2021 and was told that they didnt have it, other store shipped it to wrong place and now they are waiting on it. I asked if i had to still pay via affirm since i had not received the item yet and she told me yes. I asked if she had a rough date on when they may receive it and she told me no. So i asked " so just to be clear, you have not received this ring, have no idea when you will receive this ring, can not tell me if it will be a month from now, but i still have to pay for it?" Yes. This whole process that should have been great turned into a nightmare. I have worked in a call centers and sales for over a decade and have never been treated this way in my life. The assistant to Melissa at the River Grove in Chicago acted like she cared absolutely zero about helping me resolve but had to put me on hold to talk to Melissa, the manager for every question. Well needless today my Fiance no longer wants the ring now and wants a full refund and is heading into that location today. being in the industry myself i normally take care of these things but it seems no one at this company wants to help us so i am leaving it up to her. DO NOT USE ZALES AT ALL. First time leaving Rogers and Hollands and will never do it again!

Do not shop at Zales in any capacity. My diamond engagement ring is from here and we got the diamond warranty. The diamond head on my ring bent so I took it to the store to have them fix it. They take pictures of your ring before they send it out. When my ring came back the head was still bent and my diamond was changed! I knew it right away and said something to the manager. She said we don't do that, I said show me my pictures. The pictures were conveniently lost. They couldn't find them. I took the ring right to another Zales still no help. Two store sales people told me since its under warranty they will just replace the head all together. That still has not been done. I called the corporate office and all they did was call the store and talk to the manager and told me to pick up my ring. What good is a warranty if they aren't willing to do anything for you. They stole from me. Don't let it happen to you.

purchased $300 heart shape diamond ring. It was bought this Christmas. Let me tell you stone fell out turned blacked not green. My 79 year old mother doesn't scrub floors. I can show picture inside turned black. Called very rude well you didn't get warranty. Well didn't expect it to turn black loose stone. My mom is crying over it. BBB next step. Trying to post Picture.

Ordered a ring for online only. Ring was shown at $209 online. Added to cart but price was $289 - contacted sales by phone to place the order and confirm pricing. Agent said they made an IT mistake and we're correcting it but would give a $50 discount not the $70 shown. I accepted begrudgingly. Then I checked the tracking and they had sent a size 7 NOT 8 I ordered. It also said in fine print of tracking that they COULDN'T ship to po box as Agent claimed. Item was in limbo at UPS and "I should contact them to return it before credit or correct size would be sent out?!!? Terrible already - contacted service asked for manager but "none available on the floor" went through explaining everything over and over to the not so quick service Agent. At the end she suggested a supervisor contact me to finalize the return and new order etc...waited all week for nothing, nobody contacted me. Contacted them for 4th time today and was told Item is being recalled and credit will then be issued. Never contacted, never tried to send me correct ring NOTHING!!! Today chat Agent informed me of the recalled item and credit status... DON'T WASTE YOUR TIME AND MONEY ON ZALES BS!

I have order a ring from Zales.com 3 times. Twice in December for my wife as an anniversary gift and again today 34/8/2021. All 3 times after ordering and receiving an arrival date, I got an email later stating that the order has been canceled because the item is not in stock. The second order in December was placed after receiving an email telling me the item was back in stock. All customer service was able to do was tell me they are sorry and give me some discount coupons that have codes that do not work. Why allow an order if the item is not in stock. This is worst on line shopping experience ever.

Stay clear of Zale’s if you must, specifically at the location in Fayetteville, NC in the Cross Creek Mall. Terrible customer service, poor management, unorganized, and unprofessional. It is approaching 6 months now with no follow up from the store manager nor corporate office regarding the bad experience I had back in September 2020. I’ve just about given up ever receiving a call back until I discovered that a similar incident happened to the wife of my husband’s Army buddy which prompted me to finally write my review, and I truly regret not warning other potential customers sooner. On September 7th, I brought in my wedding band set to be serviced along with other pieces of jewelry for inspection. I was told that since the pandemic store policies have changed, all services were by appointments only, a maximum of 12 people allowed inside the store at a time, and that they close 12-1pm for a lunch break. I told the associate that nothing was mentioned to in regards to appointments when I called the day before to confirm their store hours. With that being said, the associate accommodated me by inspecting my jewelry, but insisted I schedule an appointment to have paperwork drawn up for my wedding rings to be sent out for service (tighten stone & polish). On September 16th, all went smoothly. The expected date for the completion of the repair was September 30th. September 25th, I received a voicemail message that my rings were ready for pickup. Already aware appointments are needed for all services, so I tried calling the store to schedule one over the phone. Unable to reach anyone by phone, I went online to verify whether the telephone number I had for that location was correct (which it was), nevertheless, I noticed that appointments can now be made on their website, so I arranged for the pickup on Sunday, September 27 at 13:00. September 27th, at 12:57pm I was surprised to see lots of customers inside and people lined up outside waiting to get in because as I was previously told that they close an hour for lunch and resume at 13:00. Also, I wondered to myself how could there be so many people having appointments around the same time. At that point, I politely asked the folks standing outside on line if any of them actually had an appointment, their responses were, no and that they are just waiting to get in. I explained to them that I indeed had one, then proceeded to walk in and headed straight to an associate who had just became available. That was when one angry customer yanked me by the arm and yelled that she too had an earlier appointment but stood on line waiting for almost an hour. I fired back at her by saying, “Keep your hands off of me! If you had an appointment and you decided to wait it’s your problem! That’s what appointments are for!” The associate then decided to assist us both at the same time, but without hesitation her and another associate insulted me by lecturing out loud in front of other customers that I needed to be more understanding that other customers ahead of me were waiting 30-45 minutes to get assistance even if I had an appointment. I was appalled to say the least at how they tried to apply reasoning by stating, “It’s like being at a doctor’s office, and even though you have an appointment other patients who have emergencies are priority and must wait your turn.” I responded by saying that statement is not even logical, apples and oranges, NO life or death decisions are taking place at any jewelry store. I reminded them that the only reason I was there was for a pickup only and that it should not take no more than a couple of minutes. Furthermore, I commented, if that statement rang true, then it should have applied to me a few weeks ago when I walked in without an appointment; the day when they were not busy at all, but told I required an appointment to get assistance. It’s apparent and completely understandable that the purpose Zale’s implemented the appointment policy was due to COVID, which they needed to honor that instead of being rude and belittling me. I believe that walk-in’s should also be allowed, however, separate lines should have been organized allowing for both options. After giving it some thought, I can only assume that the poor treatment I received from the staff were either racially biased or perhaps just plain ignorant, nonetheless, it is unacceptable behavior. It is obvious the store did not stand behind their new store policies and procedures, nor did they properly inform all customers of these changes; by putting up a sign(s)/notice(s), or on Zale’s website. Ultimately, Zale needs to retrain employees focusing specifically on customer service skills or better yet they need to get rid of the bad apples, hire qualified people who take pride in their job and possess a positive attitudes.