Today I went to the Sugarland, TX location. I went into the store with a watch that I purchased from another location in Missouri City, TX. The watch was in the box. I brought the watch in to have a link removed and possibly just get a battery since it was not working. Never in my dreams would I think this would be this difficult. As I have always give to Zales to get links added and removed-no problem. When I walked in, I attempted to explain my problem to the sales associate when she cut me off-where is your receipt rudely. I told her I didn't have it and I didn't steal the watch. She then took the watch and stated we don't even carry these watches here. I informed her that I was just here to get a link removed and a battery. She then went on and on about trying to help me, rolling her eyes and then aggressively saying I am trying to help you do you want my help or not. I told her this shouldn't take all this. It was word for word. She then took my watch to a guy in the back to cut the link. She came back and attempted to engage me once more. I told her I was not interested in talking to her any further. I started a conversation with the other sales associate. She continued to make snide remarks. I then asked for manager, corporate office number, and her name. She laughed as if nothing would be done to her. I was under the impression that she was married to the manager or closely related or she just didn't care..she wrote the number down a her name and slammed the card down. I informed her that yes you can be racist all you want and I will not tolerate it. She continued to laugh and make comments. I immediately called her supervisor. While on the call, she continued to make aggressive comments.
Good Evening, I would like something done for my wife as I am very disappointed and disgusted with how things have been going for us with Zales. I have paid for a Vera Wang engagement ring for my now wife in cash and have had nothing but problems with it. The purchase was made at the Garden State Mall in Paramus, NJ where we have had so many issues. The ring was ordered to her size and it came back small. They said maybe my wife's knuckles were swollen a bit due to weather change, so my wife gave it a shot but it was still too snug. We went back to garden state because the ring made my wife's finger black n blues trying to get the ring off. We happened to go when the jeweler was at the Zales location in Paramus and he had to cut the ring off her finger. My wife was in love with her ring and cried. Me feeling bad, got her an insert band for the ring and we had to order it her size. It came back and she was in love with the look of the Vera wang ring with her insert. Two weeks or so later the diamonds started popping off the band! We have never been so I satisfied. We then went back and went to repair the band. They sent it out and came back looking good as new. Couple of weeks later the diamonds started popping off again. We went back and I decided, okay maybe we should just get Vera wang bands. The manager at the Paramus location gave us the bands at the same price to accommodate us. We appreciated that. I then for my wife and I anniversary, I was thinking about upgrading her ring to the next size up. Then the diamonds started popping off the Vera Wang ring on the side and the sales woman stated that it was because the ring was sized to a smaller size that it can weaken the diamonds on the side. This was another unsatisfactory thing after knowing you pay for a surprise gift and this happens. We have been to Zales over 10x in a matter of a year and a half. Then the sales woman tells us that, if we wanted to go a size up on the current wedding ring, that we would have to pay $2,000. I was considering it because my wife loves the Vera Wang collection. So I yet again go back and speak to the manager because we went back for another diamond pop off and the manager at the Willowbrook location named Barbara Serafino stated that the only way to upgrade was you had to pay double what u spent on the original ring. This is totally unacceptable. We should be able to go to the next size up with no problem and no charge because of the amount of times we've been there and the amount of miscommunication and misinformation given. This is seriously the worst purchases ever coming from a well-known brand promoted everywhere. We have made purchases there before, got the credit card and the most valuable thing purchased which is her Vera Wang ring along with the previous bands have been an ongoing issue. On top of that they could never find me in the new location but can find my wife's name. What sense does that make that I make a surprise purchase for my wife but her name was entered into the computer? So mind boggling to me and then the woman stated that I was being disrespectful?! This is very sad, disappointing and very unprofessional. My wife takes her rings off to clean and her occupation is an account manager so her rings are never in jeopardy of being damaged the way hey have been. My friends have purchased wedding rings elsewhere and their wives have never had issues. I feel so bad for my wife that has constantly had issues with her rings purchased from you guys. I would like to surprise her with getting the next size up but feel that I shouldn't have to pay anything because of these constant issues. I am hoping a district manager or a corporate manager could satisfy my needs with this. I am Just asking for her main Vera Wang ring be accommodated to the next size up. In the system, it should be under Tony Ellis- phone number (hidden). My wife's name is Shantel Ellis(hidden). I hope to receive an answer in the next 7 days and hope we can be accommodated for all these things that have happened to my wife on me deciding to purchase something valuable for her which was her Vera Wang ring for our wedding. Thank you very much, Mr. Tony Ellis (hidden) (hidden)
Hi Tony...have you heard anything? I'm having the same issue and want a refund. Im going to the BBB and local news
My husband bought my wedding set from your company. He bought the protection plan as well. The diamonds continue to fall out. Is this how your forever ring is supposed to be? Sending it and for two weeks at a time to have the diamonds replaced? A refund is in order. I am a very unhappy customer and the only way to make this right is to refund my money. This is not what I expected when I received my ring. Customer service rep said the expectation is that the diamonds are going to fall out. I have jewelry from grandparents, and parents where the diamonds have never fallen out. Especially not on multiple occasions.I am not a construction worker, I am not hard on my jewelry. Please respond as soon as possible.
I ordered some items online for Christmas and returned them to the store on December 28th and I am still waiting for a refund. I have called twice and been treated horribly by customer service and lied to as well. I have been assured they are processing my refund and her it is February 24th and I'm still waiting. I will NEVER shop at Zales again.
Worse experience and product EVER!!! MY husband purchased my wedding ring from Zales OUtley in Cdear Hill. He spent a good amount of money and I am currently on my 3rd ring (same style) from here, the diamonds keep falling out. As of today there are 3 missing diamonds on the ring I'm currently wearing. My hudband and I have only been married for 2 1/2 years and I've had to go through all these rings because of the quality.
With this third ring I came in NOVEMBER and was told they would ordered ANOTHER (4th ring) ring to replace this one. Unfortunately I never heard back from anyone. I called in December and the ring didn't arrive. I was told something happend when ordering it and they would call me when it was in. Here comes January, no call of course, so I went to the store. The manager said they were completing inventory and asked me to come back in a week or so to pick out another ring.
HORRIBLE HORRIBLE HORRIBLE customer service. I have several rings and never have I had a diamond fall out. It's upsetting and disappointing that Zales sells jewelry so cheaply made. Word of advice go somewhere else to purchase your sentimental wedding ring!
Chris Davison was absolute JERK and did not mind losing our business!! We will be returning what we bought. Only got half our order which they canceled by mistake and would not credit account for 30 days!!! zales sucks stay away!!
Ordered a necklace for my mom.. It was Delivered while I was at work. Someone Piece Of Crap stole my package off my porch. I contacted zales... Customer svc rep advised me that a investigation was opened on Dec 15. A couple days went bye so I decided to call back. Glad I did. Found out svc rep never put in request for investigation. So I received a new complaint #, and was advised that I should call Carrier. So I did. They advised me that they never received any investigation request. So I called zales back. They advised me that I had to wait for carrier to refund money to them, then they will refund me. So I've been corresponding with carrier since Dec 19th. Upon speaking with them yesterday. The carrier advised me that they requested info from zales on Jan 12, 2018...so the can refund them the $517. I'm so pissed with zales. And hv shopped there stores for 20yrs. Never getting another dollar from me. And i wouldn't recommend them to no one...and i had to buy my Mom something else for xmas....Zales is a Joke
I was totally ripped off by Zales and will never go back!!! I purchased a diamond ring and I know what size I wear! The girl measured my finger and insisted it was a half size bigger.Being more then 2 sizes up, I was charged $229 for sizing even AFTER I bought the $179 extended warranty on it. I picked the ring up and saw immediately it was too big. I wore the ring one time and a diamond fell out. Exactly one week after picking up my ring, I was back in the store to not only have the diamond replaced, but to have it sized down a half size (the size I had originally told the girl) So basically, I paid a extra $229 for sizing that was taken back down anyway!! Tried to contact corporate via email and when you click the email addy it goes nowhere! I will call first thing Monday but I am not expecting good results! Never again!!!
Corporate is no help anyway.
I will never purchase anything from here again.i got charged 150.00 to send out for sizing on rings I JUST PURCASED.That is not right.I also got charged a fee for taking the 12 month pay it off and you pay no interest.My ring sizing fee was because I did not take their protection plan on the jewelry.they will make money on you someway.I am goin to pay it off and close the account.Never again.
I was double charged for a ring Dec 12. The store told me to wait till Jan 28 to see a refund. It's now Jan 31. I waited and now they tell me to wait another 30 Days! It wasn't my mistake! Just give my money back! I don't want a gift card or someone to say sorry, just correct the mistake today!
Wow! I'm not a customer, but reading all of the negative comments concerns me greatly.
A Christmas gift was returned to Zales on December 31, 2017 was received by customer service January 9, or 10th, 2018 Long story short January 24, 2017 still have not received a refund on my credit card!
There customer service sucks! Will never never by anything from this store again.
They won't let you exchange and buy something else your new purchase is independent of what you are returning. I don't understand their policy.Did they wait two wks for me to pay them?
I will never recommend anyone to shop with Zales.. very piss poor, you would think a multi million dollar company would be more efficient on completing people's orders and taking care of needs... orderd a ring in the Zales store the lady actually did it for me from her computer.. did everything she needed to do, upon purchase I asked does she think if I would get my ring by January 6, she didn't know the exact day but she confirmed through email on my order which said 1-3 days for processing and 2-3 days for shipping that I should receive by Friday the 5th.. orderd on December 29,. So after worrying that I never received a tracking number by Jan 1.. I called customer service and was put on hold for an hour and never talked to anyone, reached out to them via Facebook also and not talked to anyone... finally after being on hold every day for hours, i finally got through to someone on Thursday January 4.. asked them what's going on with my order, the guy proceeds to tell me it takes 12-15 days to process order, I told him I never would've orderd ring if it was going to be that long being that I have a venue payed for, numerous family and friends flying in from out of town based on the fact i was told I would have my ring before January 6.. the guy offered me a measly 10% off my purchase(wowwww).. but I wouldn't have my ring back on the day needed.. at this point my level of frustration is through the roof.. asked if I cancel can they just put my money back on card.. well it takes 3 days to process for your money to come back,... so I'm now out of a ring my money for the venue, and my plans are shot.. the jerk offered me a 200$ gift card for the inconvenience, and it takes 3 days for them to process and confirm that... I told him to shove it , I will never step foot in another Zales..
Theo Killion resigned from the company 3 1/2 years ago.
I realize after reading several customer reviews that Zales (parent company Signet Jewelers) has some issues. They offer great deals and beautiful jewelry, put have very unprofessional team working for them. Arrogant, rude, clueless, and frankly stupid!!!! I have worked for several companies in my career, and the lack of ethics at Zales is a disgrace. Lack of management involvement to support customer concerns is unacceptable. I too agreed to a purchase 1st week of Dec2017 and told to not request resize , would not be in tie for XMAS, instead a proper size would be ordered (Zales Outlet Store, Rockwall, TX). 4 weeks later no call from Zales, so as customer I called....to my dismay no record of order, later passed off as "order cancelled" (Marie Sales Rep). Ok accepted, but not pleased as my love of my life is without! Then explained ordered expedited, 2-3 day delivery to store (per Marie) and again confirmed that same evening would be delivered Weds (1/10/2017). Here it is Weds evening and no call again, I call and Marie not in, no one knows about the scenario (guess no one communicates either). Sarah another employee very rude employee, no attempt to look up or assist at all, just claiming stupidness..... Currently trying to contact parent company, Signet, for some resolve, no wonder their sales is dropping; key to company success is customer satisfaction and keeping incompetent employees!!
This term "customer service" within your company is a JOKE!! I've been repeatedly contacting your "customer service" department regarding a ring that UPS claims was "damaged" in transit and I never received. UPS has notified Zales of this, but yet I keep getting the runaround. I'm currently on hold because apparently your "customer service" person has to talk to UPS AGAIN - meaning I still won't have a resolution - going on a MONTH now and I am so done. I will be posting this on every social media site and I will keep bumping it until your company actually has a customer service department that works.
I completely agree! "Customer service" what is that? I've been on hold for 10 minuets now and still have 39 to go. I've also tried to live chat...20 minutes later not one representative came on to chat.
Order # (hidden)5222
I need my ring by Saturday before 5pm .. talked to a guy in customer service finally after hours of holding and calling.. but I'm just being told to wait, with you guys being a multi million dollar company, one would think you guys would be more efficient on taking care of orders and peoples needs.. as I see I'm not the only one with these problems because you have numerous customers with the same complaints on your Facebook page... how can I get my order before 5pm on January 6th.. i even tried to pay for overnight shipping and the guy told me that's not an option
My wife and I just had our 5 anniversary so i bought a new extra Diamonf band to go with her Diamond ring. So we sent it out to get soddered the 2 rings together. At that time it was sized and as we sent it off. It came back soddered together but not sized. So we sent it back to resize it like it should of been done the first time.
Now after month they tell us UPS lost my wife's wedding ring that we looked for over a year to buy in Denver area. Now we live in St. Louis the Mid Rivers location telling us they are now going to remake my wife's ring. Then we got a call saying we might be in luck they know our ring is at UPS distribution center and they are tracking it down for us. Well that was 2 weeks ago and know one has called us and is keeping us updated. As we as what's going on we are told to be patient. Well it's been well over 2 months and No Answers Yet.
We spend close to $10k and now we feel like we are out a ring. They say remake her ring makes my wife very upset and really isn't happy with that. She feels like it's not going to be the same quality and made with cheaper diamonds now. We want to be compensated for all our troubles. We don't think we would suggest to anyone to go to Sales. We are still waiting to here from someone management to offer us some help.
We are Very Unhappy with the overall experience and still looking for help from someone within the Sales corporate office.
Displeased very much
I wish I would have listened to the reviews and ran away from Zales and not made my purchase but given them the benefit of the doubt I made the purchase anyways and that was the worst mistake I could have ever made. 2 weeks ago I bought a Movado watch as a Christmas gift from the Zales location in the Edison Mall which is located in Fort Myers Florida. I already knew the band would be too small so being proactive I ordered extra links, the problem that we end up having was that his fist is bigger than his wrist so the watch would go over fist but when buckled it would be too big for his wrist. I gave my son's father the watch and the receipt to go into the store after work to see if he could exchange it for something else they didn't have anything that was to his liking I told him to get a refund and purchase himself something that he like. They treated him as if he'd stolen The Watch and would not give him a refund even though he had the original receipt. The next day when I got off of work he and I both went back into the store the manager Steve Krape is the most rudest inconsiderate unprofessional person that I have ever dealt with he act as if we were scum not worth his attention. He overlooked us paying us no attention as if we weren't there while waiting on other customers in the store that I guess we're more to his liking. I've never been so humiliated and so angry in a long time I thought the days of racial profiling was over with but clearly this manager shows that in 2017 the color of your skin still matters he's a disgrace to the corporation and needs to find another job because customer service is not his calling.
So, I spoke with a representative from your Guest Services Team last week who assured me I would receive my refund of over $900 by this time this week - surprise NO REFUND received. A scam by Zales - now is the time to fill with the BBB and post this total disregard for the customer on Facebook and verbally to all my friends. POOR POOR POOR Customer Service.
Just horrible all around the ring I had custom made was a joke when it finally came in. I had to send it back and it was supposed to be a "rush" order weeks later still nothing!!! I'm done spending my money at zales!!!