ZalesReviews of zales.com

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.

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.