ZalesReviews of zales.com

If I could rate a ZERO I WOULD. Terrible Customer Service Experience at Zales I’m extremely disappointed with the service my husband and I received today at Zales. Last year, before I underwent brain surgery, my husband’s wedding ring—which we purchased from Zales—broke within the first year. While I was in the hospital, my husband went to the store and spoke with an associate, who documented the issue and gave him a receipt for the replacement process. Today, we returned to the store to complete the transaction. Upon entering, no one acknowledged us—not even a simple “hello” or “we’ll be right with you.” We waited patiently for 15–20 minutes, which was understandable since they were helping other customers. However, the overall attitude in the store was cold and unwelcoming. When one of the sales associates, Vinny, became available, he didn’t greet us or ask who was next. He just walked over with an unpleasant demeanor. I first asked about my ring, which we discussed briefly, then we moved on to my husband’s ring. We found a replacement, but when he started the transaction, something didn’t seem right. We were suddenly being charged over $200, despite having a warranty on the original ring. When I asked for clarification—simply wanting him to break down the charges—Vinny became defensive and began raising his voice at me. My husband had to step in and ask him not to yell at me, but instead of de-escalating, Vinny became even more disrespectful. It was shocking and completely unacceptable behavior from someone in customer service. This isn’t just about one rude employee. The entire atmosphere of the store was unpleasant. No warmth, no professionalism, and no sense that customers are valued. Vinny’s attitude was especially appalling—disrespectful, condescending, and aggressive. After everything, he just said “we’re done,” and walked off. Zales needs to seriously reevaluate the staff at this location. Customer service should never make people feel disrespected or like they’re an inconvenience. What was supposed to be a simple transaction turned into a stressful and disheartening experience. Something needs to change.

Purchased the lifetime warranty warranty for beautiful earrings that were flimsy at best. They broke and were taken to the Astoria store. No way they could properly fix them as they are hollow. Store manager opted to send them out for repair. They came back very poorly repaired, warped in shape and on the verge of breaking again. Manager said I could return the earrings and choose something in the store. Found 2 rings totalling slightly less them the earrings price. Nope. Has to be equal to or more. Nothing else in the store that I wanted. Brick and mortar stores have limited merchandise. I wanted a gift card to use online at my convenience. Store manager was extremely uncooperative. Reached out to Corporate on February 20, 2025. They opened a case. They spoke with store manager. Still uncooperative. Case was escalated. 2 weeks, 7 calls and multiple promises of someone getting back to me later, still no resolution. Today I was told escalations is backed up and there are many cases ahead of mine. First time I've heard that !!! Every agent I've spoken with has been nice, but nothing is getting done. How many additional calls will I need to make to get a resolution, as not one person has reached out to me? I'm doing ALL the reaching out !!! Howmuch more of my time will I need to spend and how many more weeks will it take to get the resolution I deserve for an unacceptable shoddy repair of Zales merchandise? As a customer, I don't feel I've been properly treated, and I am most certainly not being unreasonable. Why is receiving a gift card such a big deal? I'm not asking for cash back. Zales is a huge corporation. What is the issue here? Never ever again !!! This customer is out !!! DONE !!! Perhaps time for a conversation with my attorney, when such a simple resolution could be provided.

I purchased a 3 carat white diamond tennis necklace and it was not worth what they charge. I bought it to a jeweler and he looked at it and he told me it’s not worth 10 times what I had paid for it basically I got ripped off. I will never buy jewelry from any mall jeweler..

The woman in the store was very unhelpful and rude to us. We needed help with sizing and ordering in order for the ring to be on time. She seemed like she was trying to discourage us from getting what we wanted. Very rude. O stars for her but two for the ring.. it’s very nice.

Husband purchased a diamond necklace. When he gave it to me it was too short. We took it back to exchange chain for longer one. Was told we would have to buy a new one. No credit on the one we were returning. This has never happened to us before. Salesman very rude. We ended up returning the $2000. Necklace They lost us as a customer. We were looking for pearls for our granddaughter as well. So lost that business too. So disappointed. Have always had great experiences. Salesman told us I should have been with him to try the first one on.

Ordered online, box was delivered damaged and empty. ZALES response, we'll get back to you in 10-14 days. The worst ECommerce ever. Don't expect any support if something goes wrong. Didn't get my order and didn't get a refund. Do not order online from them. If you do pray nothing goes wrong because they won't help.

I am absolutely appalled by my recent experience with Zales Colorado Springs, CO. I purchased a ring as a gift for my wife, and the entire process has been a nightmare from start to finish. First, the quoted price I received was significantly lower than what I was ultimately charged at checkout. This bait-and-switch tactic is completely unacceptable and frankly, feels fraudulent. I questioned the discrepancy, but the staff offered no reasonable explanation, simply insisting the higher price was correct. The situation worsened when the ring needed to be transferred between stores. Not only did the transfer take an unreasonable amount of time, but the ring was lost during the process. Lost! A valuable piece of jewelry, intended as a special gift for my wife, vanished while in their care. If the overcharging and loss weren't bad enough, the store manager's explanation for the loss was insulting. They claimed the employee responsible for the transfer was "mentally ill," as if that somehow excused their negligence and the company's failure to secure my property. This attempt to deflect blame onto an individual’s health status is not only unprofessional, but also deeply insensitive and potentially discriminatory. It speaks volumes about the lack of accountability and integrity within this organization. I am beyond disappointed. Zales has demonstrated a complete disregard for customer service, ethical business practices, and the safe handling of valuable merchandise. I would strongly advise anyone considering purchasing jewelry to avoid Zales at all costs. My experience has been nothing short of a stressful, expensive, and ultimately heartbreaking disaster. I am still fighting to get a refund or some form of restitution for the lost ring, and the complete lack of empathy or even a sincere apology from Zales has only compounded my frustration. I will be taking my business, and recommending that everyone else do the same, elsewhere. NOT AGAIN!!

I wish I would have read reviews before!! Evidently Signet. ( whomever they are. Based wherever!!!? Have monopolized Zalez, Jared and a number of other once wonderful stores. I just received an order, not as described! The packaging is wrecked and customer service can’t even reach anyone to resolve. If this represents how they feel about their products and customers, it’s disgusting . I doubt it’s USA based ! Do not make my mistake. Go to small business jewelers that respect consumers and stand behind their products. This is an insult to anyone’s intelligence. I hope that if they are manufacturing junk out of USA, they get tariffed up the jing Jung and Americans cease spending their hard earned money on junk.