ZalesReviews of zales.com

The jewelry was just received and the box was cheaply made. So disappointed in Zales. They seem to be an outlet now.

I ordered my wife the blue topaz ring, earrings, necklace and bracelet for Christmas 2025. I procrastinated as usual and was very pleased to see that Zales online could still ship before Christmas. The first problem that occurred was that during check out my order went from ship to store to delivery to my house. The order came in on Christmas Eve (2 thumbs up on speedy delivery). Once the package came off the truck it immediately was wrapped and set under the tree. When my wife opened the box (Undamaged and untampered with), there were 3 separate boxes inside. She opened each one and only 2 of them had anything inside. Out of the set she only received the earrings and necklace. No ring and no bracelet. So at 8:00am central time on 26DEC2025 I called Zales customer service to make a claim for the remaining pieces. I was to that this had to be escalated and would take 7 to 10 days for the investigation to be completed. During this time no one made an attempt to contact me with any updates. I called several times and was stone walled and told it was being worked on I just had to be patient as the had a high volume of complaints and it was first come first serve. Finally on 12Jan2026 I received an email stating that an investigation was completed and video shows all items being put into the delivery box and shipped so there was nothing further that they could do for me. This is funny to me since the ring box was set up for earrings and a necklace and not a ring. I then proceeded to call customer service and requested a supervisor (Cathy W) and was given the exact same story that was texted to me and was assured that there is nothing that Zales would do for me. I then demanded to speak to her supervisor (Kayla). She asked me to give her 24 hrs to complete an investigation and she would personally call me back BUT THE DECISION MAY NOT CHANGE was her last words before getting off the phone. She did call me back around 2pm the next day to tell me they were not going to send me my merchandise or refund me any money since the video shows everything in the box. They will not share a video with me (how convenient). But did offer to cancel the lifetime warranty that I placed on the products. This was unacceptable to me. Customer service was rude and essentially insinuated that I was making a false claim. I have now initiated a claim with PayPal to get my money back. We quit shopping at KAY because they lost my wife's warranty on her ring that had been serviced there for the last 20 years. Come to find out KAY and Zales are owned by the same people. I will not shop at either store from here on.

I had the most terrible experience I have ever had. We brought a few rings that was on sale. Because the store associates didn't have us to sign so sales cancel our order. We went back to get the same items, the sale was off and they would not honor the price which was not our fault.

Would be 0 stars but not a option.... ordered a gift for Christmas never came but they sure as hell charged me for it... customer service sucks and will be 7 to 10days before they even review where my stuff is at or if im refunded

Ordered on the 12th. Said delivery would be 24th. Called the 20th to see if shipped. Was told to rest assured it would be shipped and arrive on time because their website was accurate. Called again the 23rd because tracking still said "preparing". After a long online chat, the item had not even shipped. So I requested my order be cancelled. I was told they could only submit a request to cancel because it could still possibly be shipped. Then they didn't want to send an email stating I request a cancellation due to their failure to ship. I called on the phone and that lady sent me an email stating a cancellation request was placed. Then I got an email at 702 pm (they close at 7pm Eastern time) that they apologize for the delay and the item went out but that there was a delay in customs. My question is simple, why was this not updated online, especially if it was a customs issue and their online tracking was so accurate? Anyway they offered me 10% off of my "replacement order". Well if it's delayed, then why do I need a replacement order? And who said I will pay to replace my own order that you lost or failed to ship on time? I will be disputing this charge. And just to describe how much BS this is- I placed an order with Helzberg diamond on the 14th (two days after this order) and the person of that order received it on the 19th (with a 2 day weather delay). Save your money and use Jared's or helzberg or Kay jewelers.

Received white gold diamond earrings 11 months ago as a gift, and a few days ago both earrings broke. On one of them the post broke off and on the other one, one of the diamonds fell out. Husband bought them from Zales online and the online customer service set us up with an appointment in person. In person "customer service" failed to acknowledge our appointment and then very flippantly said oh you didn't purchase insurance? You'll have to pay to have them fixed. We asked, to be clear, someone can spend HUNDREDS of dollars on white gold and diamond jewelry that breaks in less than a year and there's nothing you can do for us? She was smug and told us not if we didn't purchase insurance. I wore these maybe 15 times in the year and Zales doesn't GAF about their customers. They sell garbage jewelry and have garbage customer service to match.

On 12/07/25, I ordered a Vera Wang wedding band that my fiancé loved. This was an online order, which I wasn't really a fan of, and my fears were born out. I received the order confirmation when I made my order, with no communications from them on until 12/18/25, when I received that they had cancelled my order due to an 'Inventory' issue. Attempts to reach a human Zales support were meant by bots, no humans. I've given up dealing with them on this issue, or any future purchases. There is no WAY anyone should take a chance on such big-ticket purchases with a company that doesn't have a reliable inventory control system and no recourse. To their credit, my credit card wasn't charged, but.....;No Mas!

In the three months I’ve owned this ring, it has required four separate repairs, and I barely had it in my possession for most of that time. Zales has had it in their possession for over half of the time being “repaired.” My husband ordered the ring online and was sent the wrong size. After our proposal, we sent it in for resizing and engraving. When it was returned, the inside blue sapphire was chipped, requiring another repair. The store later called to say the ring was ready, only for me to arrive and be told it had been sent back without being repaired at all. That meant sending it out again. After finally getting the ring back—having been without it for nearly two of the three months—one of the main diamonds fell out within two weeks. Corporate was informed throughout this entire process and was neither helpful nor understanding. I received $200 back and a $100 store credit, and their proposed “resolution” was to exchange my ring. This was unacceptable to me, as this ring is my engagement ring and holds deep sentimental value. This is apparently the only option so I had to exchange it. To make matters worse, when the store manager told us to come in for an exchange, she claimed they had my size in stock. When my husband arrived, she realized they did not—another mistake—and suggested sending a different ring out for resizing, which would take another 2–4 weeks. At this point, there is zero confidence this would even be done correctly. Every issue in this process has been due to Zales’ mistakes, yet I’ve consistently been made to feel like the inconvenience is somehow my responsibility. This experience has been exhausting and disappointing from start to finish. I would not recommend Zales. Michelle, the store manager, has been helpful and responsive throughout this process; however, the support from the corporate team has been unsatisfactory.