ZalesReviews of zales.com

UPDATE: So after my frustrating experience, I emailed an Executive my entire story and the multiple times I was transferred. HE ACTUALLY REPLIED! The same day in fact. He forwarded my email to the appropriate dept. This morning a received a call from "Julie" (who was amazing) she processed my order and honored my promo discount. Yes! a resolution in less than 24hrs - Go Zales! I'm SUPER EXCITED that my 1/2 ct cluster diamond ring in white gold setting is on it way...Whooo Hoooo!!! Original Complaint: My 1st experience with Zales online and it was horrible!!! I placed and order online and attempted to use a coupon I had a checkout, I reached out to online chat bc there was no place to input the code in the meantime while waiting to check out (bc the rep was taking so long to reply) I received a popup for a $200 promo reduction (YAY me, so I thought) so I immediately checked out using that popup (No it wasnt bc of the online rep) Later that evening I rec a email stating my order could not be processed...I check my Zales Diamond Credit Card it indeed was processed...I called Zales online CS at 10am s/w several CS reps and got trans back and forth to no avail and yet they still have my $740+ on hold with NO ORDER.

I bought a necklace and ordered a message with. I typed the message 5 times before it would save it at checkout but yet I still didn't receive the message. I didn't ask for a refund or a new necklace just the message I spent so much time on and if they would send a new message just so she would believe that i ordered a personal gift of words from my heart to hers and these tight wads will not waste 25 cent to print me a 185 character letter that will show up past Valentines. I didn't ask for money or jewelry just the sentiment that I ordered and they refused. I will never buy again from them i promise. Save your paper Zales apparently you need cash more than me even though I offered to pay ppostage. And high management is who turned me down so think about them and read more reviews before you buy from them. Sorry if I sound petty but im so pi**ed they are that tight.

Went in today with a diamond bond and ring that was missing a diamond I had recently lost. We had purchased the ring in 1999. I had the diamond bond inspected as instructed and the sales person advised me I was missing paperwork and that I had broken the agreement and they couldn't honor it. He was unkempt, unprofessional, and threatened me when I left. This is the second diamond ring we have bought from Zales and back in 1999 when I traded up my previous diamond bond was honored with no questions. At that time their salespeople were also professional and knowledgeable. When I went in today I was open to trading up again but all I got was pushback and attitude. I will NEVER shop in Zales again!!!

Worst shipping and customer service!!!! It's been two weeks and the order has not even been processed/prepared yet!!!! I chose expedited shipping and hope to receive it earlier, but the order has been late for a whole month!!!! I called the customer service five times but got different information from different people, and they even asked me to "patiently" wait for another month to contact them again. I'm still waiting for my order. Terrible terrible. Very rude customer representatives too.

Dont ever order anything online They will print a label for ups and never set up for delivery. I Placed a order for a necklace dec 18 2020 got a tracking number that stated that it was to be delivered 12/31/2020 but in fact it was never packaged at zales nor sent to ups. I was told I have to wait until 1/28/2021 for investigation. Why if you never gave it to ups to begin with? Not professional at all

I tried to order a gold necklace for my wife's birthday. I placed an order and it was charged to my credit card, but the order was canceled by Zales about 12 hours later when they claimed that it was out of stock. My wife's birthday is coming soon, so I tried ordering a similar item. Again, order went through and charge shows on credit card, but this order was canceled about a day later. Now, I find that I have ZERO orders actually pending, but THREE charges on my credit card. Contacting Zales via chat did nothing as they could only "see" one order and claimed that no charges had been placed. Phone customer service was better, but finding a number is intentionally difficult it seems. Hopefully, I now have all of the orders canceled and even more hopefully I won't be charged for items never received. If you buy from Zales.com, make sure to watch your email closely. Your order may go through, but be canceled later because they have no idea how to handle inventory. Even more, watch your credit card statements closely as I ordered twice, had both canceled for lack of stock, yet was charged THREE times. Who knows if more charges are going to show up either, so now I have a homework project to watch my CC statements. Oh, and might I add that the jewel on top is that now my wife is LIVID instead of getting a birthday gift. She's mad that she now has to watch for CC fraud-and is mostly mad at ME. If you want to irritate your significant other and be ripped off for orders you don't receive, Zales.com is the place.

I Bought a necklace for my daughter for Christmas, she liked it but chain wasn't long enough only thing the pendent hangs from both chains. I went to arrowhead zales asked if they could put another chain on it, was told there would be a charge,which I was fine with. But she the manager didn't have an 24" chain didn't offer to order one me for just said you can go somewhere else. So, I did kay across the way was hesitant at first because wasn't bought there but offered another chain & sent off to be fixed the way we wanted. I'm out the cost of the necklace bought at zales...but,grateful for Kay's who was so helpful & nice about the whole situation.

Terrible quality ring. My fiancé bought my engagement ring here and a wire thing popped out close to one of the stones on the second day I wore it. Since he had purchased in advance of the day he gave it to me, and we went on vacation also, by the time we came back they refused to do anything since we were beyond 60 days. Even though it was a week new to me. Phone service was terrible. Hung up on twice and refused to speak with a supervisor. In store service was terribly snooty for such a cheap quality ring. We will never shop here again.