Zales : Jewelry Store - Bad Service
Let me just say that every store is different and this may not be true about yours but the Zales in the Ridgedale Mall (Minneapolis) is not a good Zales to go to. Why?
1) We bought my wedding ring there. They said they’d get my size, send it in and call me when it was in. They never called. We got tired of waiting and we went and sure enough it was there.
2) We got the extended warranty. However they failed to put that in the computer. Sure we paid for it but according to their system we didn’t buy it. So went we went to get it resized a second time they told us it would cost. We took in the receipt and they added our warranty to the account, finally, and won’t charge us to resize it.
3) While waiting for the ring to come back after it’s second resizing we got no word of what was going on. After two weeks I went in to get it figuring it would be there and it wasn’t. They said the store manager would figure out what was up and call me the next day. They did. They said that they would have to cut the ring and it might leave a line. They wanted to make sure that was OK with me before they did it. I stated that we agreed to all that the day we brought it in. But, since the clerk didn’t put that in the computer, they had to hear it from me again. Ahhh My main issue here is the fact that that was all they were waiting for and they never called me?! I waited two weeks and they did nothing?! How stupid.
Of course they are all apologetic but give me a break. These seem like really minor issues and Zales doesn’t even have a handle on them. I won’t be doing any future business at that particular Zales jewelry store as the service is horrible.
yeah, we shopped at the zales in san antonio, texas. while
we were buying our wedding set, everything is great and wonderful, when we returned to get insurance on the ring because a diamond had already fallen off, the sales lady almost slapped us with the application out of the store. no explanation or anything, when i asked for the price of a wedding band she said she would call me with the price, im still waiting a few wks later?? good service huh. the sales lady told me to call the 1-800 # on the statement to sign on, when i called the # the person on the line said that the insurance should have been explained and sign on at the
store, i was very upset because i havent had the ring for a
year i already lost a diamond, plus drove 2 1/2 hrs to take
the ring in, and i could have signed for the insurance right there and then but was informed of this now, she just
dindnt want to deal w us. i called the manager to inform him of this situation he stated that he enfisized on excellent customer service, he said that he would take care
of it himself and that i would be faxed the insurance form
within 2 hrs guess what, it took another call from me to get anything faxed and he didnt even fax it, it was faxed by another sales lady, because guess what he left on a family emergency. and thats the manager, what do you expect
from the associates
- sandra January 23rd, 2005 at 9:11 pm
My boyfriend bought my engagement ring on Dec 10th 2005, within the first 3 weeks a stone popped out. We brought the ring back, (the sales guy was an unpleasant ass), we exchanged it for another(it was still within the 30 days). However, once again wihin a couple of weeks a FEW stones came loose. This ime we “sent it in for repair”. It took “10 days”. I’ve had the ring back a week and the stones are all loose AGAIN!! I don’t think they ever sent it to repair, I think they just pressed the stones in, and gave it back. They have ruined what was supposed to be something very special. Now it’s past the return time and I’m stuck with a very expensive , FLAWED, ring (that spends more time in a box then on my finger!!). Don’t buy ANYTHING from them!! They are terrible. I’m going in once again today to deal with them, and will probably be in need of an attorney to help get the issue resolved!!! PLEASE DON’T PUT YOURSELVES THROUGH THIS ORDEAL WITH THIS COMPANY-THE PRODUCTS THEY OFFER MAY LOOK LOVELY, BUT THEY ARE PIECES OF CRAP!!
- Shannon February 11th, 2006 at 8:47 am
Internet Explorer 6.0 - Windows XP
I worked at Zales while I was in college. I thought that it would be nice to stay there and get the discount when I got engaged so I stayed there for 3 years. My boyfriend had decided to let me pick out the ring and I chose an emerald cut. We got a pretty good deal and all and all it ended up being around $5,000 even with the discount. We didn’t get to see the ring until after we paid for it becuase it had to be shipped in from another store. My manager told me that if I wasn’t happy with the diamond that came in I could have another sent in until I was satisfied. I had three sent in and none of them looked good, one was yellow, one had 2 big flaws, and one was cut really bad. I decided to go with a round instead becuase I didn’t have any luck with the emerald cut. We returned the emerald cut ( that we never physically had in the first place) and we were going to purchase a round when I found the one that I wanted. I came into the store a couple days later to pick up a pay stub and discovered that the staff had put the emerald cut diamond back on my boyfriend’s card. I called him and he was not happy (rightfully so), he called the store and told the girl that was working to take he charge off of his card ($5,000!!). She said she did and I came back and checked a couple days later and it had not been done. I called the corporate office and complained, the regional manager called my boyfriend and apologized then tried to get him to exchange it over the phone instead of returning it. The nerve! My boyfriend said, “no, we will buy something when we find what we want. Why should we be paying for something that we don’t even have.” The charge was finally taken off but I found out that it was the regional manager who instructed the sales girls to do it in the first place. All of this unethical behavior just so that the store manager and regioanl manager could make bonus.
- DP November 6th, 2006 at 1:05 am
Internet Explorer 6.0 - Windows XP
I purchased a $4,000 ring in December at the Zales outlet store in Round Rock, TX and was told that it could be re-sized. I don’t know if anyone is aware of this or not but at this store there are NO REFUNDS!!! One week later I took the ring in and was then told that it would have to be totally re-made as having it sized would cause looose stones and that having the ring re-made could take up to six weeks. Ok, dummy me agreed to have the rind re-made as I did not want to make countless trips to the store to have the stones replaced all the time. Well we are now going on week #9 and still no ring. I also purchased the insurance/warranty but it is no good to me because I don’t have the ring!! I called the Zales store on week 6 and again on week 8 so today I am going to may an appearance at the store to see what load of crap they hand me this time. If I don’t get a definite answer today I am calling their corporate office, filing a complaint with the BBB and writing to KVUE On Your Side to see if they are interested in doing a consumer report. I think I have been more than patient. So for Anyone out there thinking of making a purchase from this store get all the facts before you pay and sign their No Return Statement!!!!!!!!!!!
- Shelia March 6th, 2007 at 8:08 am
Internet Explorer 6.0 - Windows 2000
My boyfriend bought me a promise ring from the zales outlet store in destin, fl. I think he bought it before thanksgiving 2006, and i recieved it 2 days before christmas. When i first got it i knew it had to be sent back because it was too big and he didnt know my ring size. So we went into the store and they told us that they couldnt size it down to a 4.75 because of the diamonds down the sides. So we sent it in to be special ordered, and it took 6 wks. When i got it back i noticed one of the smaller diamonds on the size was squished into the metal and looked crushed or missing and the metal on one size looked dented.Try #1… So we sent it back to be fixed and they told us they would order another one, but when i got it back, it still had the crushed diamond, and it looked like someone had tried to fill in the metal with stearling silver, and the ring was white gold. So i went in and asked why they hadnt ordered me a new ring since this one was obviously messed up to an unrepairable point and they said because they couldnt find out what was wrong with it…. (uhh hellloooo!!) (Id been dealing through a Zales store in town by now) Try #2.. they ordered a new one and i got it back but it was a size too big and the diamond fell out within a week of me putting it on my finger… Try #3.. i decided to try to order it one more time in my size and see if they couldnt get it right. I drove to the Zales outlet store 3 hours away to pick it up….When i got it back, i was semi-happy, it still a little big and the diamond was in place. Then about 3 days later, it fell out again.Try #4… so i go to the store… pissed this time, and demanded that they do it fast and right. So it takes about 3 wks and i go to pick it up and about 12 hours later, i notice the SAME EXACT DIAMOND fell out… once again… So i still have the ring as im sitting here, because i dont feel like dealing with it, but we demanded a refund, and they said yes, so as soon as i decide what i want to do, they will give him his money back, or let me do an exchange. About 6 months later…. Zales outlet sucks.
- CA May 7th, 2007 at 6:24 pm
Internet Explorer 6.0 - Windows XP
DP, First an emerald cut diamond is all ways a better clarity and color, due to the flat table. I find it hard to believe there were visable inclusions in the one you had brought in from another store. Second, it is not possible for a sales person to put a charge your boyfriends card,
each reciept must be signed in the store, and unless they had his card number, exp date and security code on the back, there is no way that happened. As an employee you are the one that was getting the employee discount and it should have been charged on your account, not his.
- SV July 13th, 2007 at 8:11 am
Internet Explorer 6.0 - Windows XP
My experience with Zales had tarnished what is supposed to be a very special once in a lifetime experience. I didn’t even get a proposal because it is now 5 months from when my boyfriend ordered the engagement ring and he finally had to tell me what was happening. Our experience is with the store in Rapid City, SD. I could write a novel about the lies the we’ve been told and bad customer service, but basically:
1. Promised by the manager a size 7 could easily be sized to a 4…lie.
2. Had to special order the ring; shouldn’ve taken 4-6 weeks. Was apparently shipped to wrong store and sold. Probably another lie.
3. Regional Managers do not call back.
4. 2nd time the ring was ordered were told their store was moving so couldn’t get it for another month or so.
5. Threatened them with giving us a refund and suddenly they could get the ring in time and at a discount.
6. Ring arrives after 5 months and center stone has a black inclusion that looks like a piece of pepper.
7. Manager attempts to pass off a yellow stone which I refused to accept. So, she promises to try to order another one from another store.
8. I call back another week later and was told she went on vacation and no one knows the situation.
What Zales has done to us is indefensible. We feel stupid for letting it go on for this long, but we keep thinking it will be worth it. Now after reading all of these complaints online I’m thinking we should not buy this ring and save ouselves the heartache of having the stones fall out!!! I think I’m gonna cry… DO NOT DEAL WITH ZALES.
- Liz July 23rd, 2007 at 4:31 pm
Internet Explorer 6.0 - Windows XP
I dont have a problem with the local store I bought an engagement ring at but I sure have a problem with Zales Credit. Every month there are some trumped up charges either insurance or $9.95 fee for filling out the app. Everytime I try to contact them someone puts me through to Citibank who handles their accounts. Citibank can’t remove the charges only Zales can. But they conveniently can never be reached or as I said Im put on hold and transferred to Citibank. Their email address for the insurance division that I was given isnt even good. Ive had it with them and will never ever buy from Zales again.
- Tony T September 17th, 2007 at 8:59 pm
Internet Explorer 7.0 - Windows XP
I am not happy with the Zales store in Olympia, Wa. My fiance bought me a diamond ring there and he was not told or shown that the diamond has what feels like a crack on the side. I did not notice it but felt it one day with my finger nail. We took back the ring and were told that this flaw was part of the rating of the ring. -How would he know this if not shown it when he bought it? He payed a lot for this ring 6k. I feel like he was ripped off. We will never shop there again.
- sad bride December 14th, 2007 at 1:32 pm
Internet Explorer 6.0 - Windows XP
I wish I had seen this blog 9 years ago. My husband bought my ring from Zale’s in Baybrook Mall, which is in Houston, Texas. I absolutely loved it, but there was a problem. A few weeks after we got engaged, a diamond fell out. I took it in and it was sent off with a promise that we would be called when it came in. We never received a phone call. I called them on the promise date that was on my claim ticket. It was there and I picked it up and mentioned that a phone call would have been nice. The next year, another diamond fell out, and the year after that, and the year after that and so on. The final clincher is that on Oct. 6, 2007, I took my ring in to have it repaired, because another diamond fell out. The promise date was November 15, 2007. My husband and I started calling on this date, because we knew they wouldn’t be calling us. The ring was not there. We kept calling and there was no ring. We finally decided to go in to see the manager. The manager told us that she would put a paper trail on the ring to see what happened to it. It is now January 17, 2008, and I still don’t have my ring. They can’t find it. They don’t know what happened to it. The response I got was that it got lost somewhere. I think it got lost on someone else’s finger. It is the most beautiful ring you’d ever want to see. I received so many compliments on it daily. Now I’m without it. We did ask for a refund and were told that we would be getting one. In the meantime, I have a bare finger. I am planning to go to our local news station to see if they would like to do an investigation. This will give Zale’s all of the negative publicity they need. My ring is a 3 Karat beautiful piece of work. The manufacturer doesn’t make it anymore. I don’t know what I’m going to do. I wish everyone could read this blog before they shop at Zale’s. I saw it because I was looking for the address to their Corporate Office. Our weekends are now filled with looking for a replacement ring, but that ring won’t have the same sentimental value that my original ring had. DO NOT SHOP AT ZALE’S!!!!!!!
- Disgruntled Customer January 17th, 2008 at 11:20 am
Internet Explorer 6.0 - Windows XP
I’m writing this comment not because I’m defending Zales in anyway but after I read all of the complaints on here…. here is what I have to say.
1. first of all, not matter where you shop from whether its at Zales, Kays, etc. you are going to have problems with diamonds coming out because most retail jewelry stores use similar vendors …. the problem occurs when the customer who is wearing it is either not very careful. However that is why you purchase a warranty…. because you never know whats going to happen in life.
2. Everyone should read this part….
If you have a ring sized…. you are putting stress or tension on those diamonds (especially when the diamonds are channel set)when sizing so of course you are gonna have diamonds falling out. Thats why the salespeople recommend that you have the ring special ordered… but then people get all upset when a ring has to be properly made to your finger size. When the rings are special ordered, the rings are made in that size and then they set the diamonds so there is no stress put on the diamond.From my experience, special orders normally take 6-8 weeks… from what ive been told … some of the vendors maybe overseas and thats why sometimes it takes longer.
3. I agree that its a big disappointment when the manager or salesperson doesnt call back…. thats a huge problem and potentially could cause the loss of that sale…so for all of those salespeople out there… DO YOUR JOBS!!! (especially when it comes to checking up on special orders and update your customer about their order because that keeps the customer informed and they dont feel like someone forgot about them.
So to really sum all this up…. be a smart shopper, do your homework first… if you need to have a ring sized to a 4 from a 7…. chances are you have to get something special ordered which takes time… be patient but also try to understand the circumstances too.
I know you are really excited about getting your dream ring but if you want it to last forever….you want to make sure everything is done correctly so that it will last forever…. and also dont forget to have it inspected every 6 months so that you dont have possible problems in the future.
- Please Read Everyone July 15th, 2008 at 10:14 am
Internet Explorer 7.0 - Windows XP