"Beware of false cancellation confirmation number. Very poor business practices regarding online cancellation process. I was told "we don't do cancellations due to the holiday" and "there is a 4 hour window" to cancel an order. No email sent stated these statements from the Zales customer service rep. After a second call, I was given a cancellation confirmation number. A few days later, I received notification via my email that my order was being sent. I call again to be told by a senior customer service rep that cancellations are not guaranteed. I did not have the option to receive the order and take it back to a Zales retail store. The only option was to have the re call FedEx to return to sender. After that occurred, it would be processed and a refund days later. All this for a pair of diamond earrings which I found elsewhere. The Zales customer service reps lie and will say anything to get you off the phone."
"Three years ago I purchased two rings that i wear on my left hand, both are 10k gold with diamonds, two months ago, i noticed that one of the rings started turning black, keep in mind i only wear the rings on weekends, I took the rings back to Zales, I had paid for the lifetime warranty, i did not want the ring anymore, they were telling me they could fix it but i don't think you can fix a ring that is tarnished and keep it from tarnishing again, so I want people to know that I bought a lot of jewelry from Zales and they just lost a loyal customer. The customer service that i got was the worst i have ever seen, the ring in question only cost $450 dollars at the time of this action, i had purchased a necklace for my girlfriend that was $1200 dollars, so i went back and returned it because of the poor service. i went to JCP and bought her a new necklace, gave them the defective ring, which they gladly took without the fuss and gave me $549 dollars for it and used it towards the purchase of a $1600 dollar 14k gold ring with much bigger diamonds. I am very happy with the service I received there and this was only my first purchase there. I had been a loyal customer with you over the years bought thousands of dollars of jewelry, but you don't want my business anymore. Also, JCP lifetime warranty outdoes yours by far because they will buy it back at cost, no questions asked, they even took your defective, tarnished ring without any problems, definitely, their service is far superior then yours and I will tell all my friends about it."
"Don't ever buy anything at Zales.com. I purchased three pair of earrings on May 2012. They were too small and decided to return them all in the same box. Each pair of earrings with the receipt. They received them and gave me credit for only one of them. The other two...vanished! Probably the employee that did the return is wearing them. They claimed they received only one item. They owe me $511. Sad. Can they have a better way to steal customer's money?"
"I refuse to ever do business with the Zales La Cantera store in San Antonio, TX. The manager was incompetent, rude and should be terminated. I brought a ring in the store to have it inscribed. The inscription was done in the incorrect font and ran together with the other letters with no space. It is not what I ordered. The manager refused to give me my money back and should not be in a customer service position. Where is Zales hiring these kind of people?"
"Love the ring I bought and she said Yes. Not too thrilled with the fact that Zale's and their partners sold all of my personal information to solicitors. Over the last month, I have received 20-30 phone calls asking if I would like to purchase Platinum Insurance for my recent Zale's Purchase. I try to opt out each time they call only to be transferred to a voice mail box where I am instructed to leave my name and number. I am on the "Do Not Call List" but I still get calls.
If you value your personal information and detest soliciting calls to your cell phone, I would advise you exercise other options when purchasing jewelry."
"For over six months Zales has listed an oval garnet ring that's "out of stock." But they periodically put it on sale. Riddle me this Batman--how can it be on sale if it's not even in stock?!? And how can it be out of stock for over six months? I really wanted to order it so I posted a "review" of the out of stock ring ... they removed my review but never contacted me. Nice! I called customer service, who referred me to the IT Department, who assured me they would take the ad down until it's in stock. Guess what? It's still listed, still says "out of stock," and just went on sale again. These people are idiots."
"Had the worst experience with Zales today! Worst ever! Don't buy anything from them & if you do DON'T buy into their protection plan like I did. Incompetence must be a prerequisite for employment with the company!
First we drive 2 1/2 hours to be rudely turned away from the store in Venture, CA, then once we got "Customer Service" involved I could finally get my wedding ring fixed, but of course it took longer then promised AND no-one seemed to be on the same page. We talk to the manager who says she's sending out my ring, then a few hours later an employee calls to say we could come pick our ring up, wait the same ring that's being sent out? So when the manager FINALLY gets my ring sent, she did NOT include an apartment number & did NOT request a signature at delivery... so yes that means that my ring is on the way to be dropped off at my front door... my diamond wedding ring, left at my front door?? Then when I called & requested that the address be changed to my work address so that I will be there to get it, I was told they would try & call me back, guess what, no call back. Thank goodness I left work when I did so I could track down the Fed-Ex guy when he pulled up in front of our apartment building. The whole episode was horrible; no one had any idea what was going on. I will never, ever, ever purchase anything from Zales again especially the store in Ventura, CA, I will also tell everyone I know how bad my experience with them was."
"I ordered an emerald ring for my girlfriend for christmas and used the fedex overnight delivery service. Well 5 days later, it still isn't here. I called customer service and after a very long wait (almost an hour) I got to someone. This person seemed very uninterested in helping me, which makes me feel like zales doesn't care about my business. Basically she informed me that it could take up to 2 days to confirm the order at all (which is ridiculous to me as the order was only a couple hundred dollars) and that up to 2 additional day may be required for ring sizing. I knew all of this and had already taken it into account, which I told her, but she still seemed to not understand the problem. The problem is that even at the maximum amount of days required to process my order (4) it should have been here (5 business days later) with overnight delivery. And the best part is that on their website it still states that my order has only been "located in stock" and upon further inspection they haven't even charged me for it yet which would be alright except it means they definitely haven't even finished processing my order.
Even better actually is that they refused to refund the $22 dollars that I spent for the overnight delivery. Needless to say I am livid at being disregarded by this company and will not be doing business with them again. Sucks for them because in 2 months I'm going to be looking for an engagement ring and I already know one place I won't be looking.
Overall I definitely suggest you keep your distance from this company at all costs. The whole idea of capitalism is that a company has to strive to be better than the competition if it wants business."
"I'm having a terrible time with Zale's online ordering. I really don't recommend it to anyone. After ordering 2 items and only receiving 1 in the package, I am at a stalemate with their ordering system. This was a Christmas present and no one seems to be working on it or attempting to rectify the problem. Stay away from Zales at all costs."
"I order a custom engraved ring for my hubby, it was listed will be shipped within 2-3 weeks. 2 week passed and no sign of the sign when will be shipped,I tried to contact from email numerous time and never replied. Called their number finally reached the customer service line. The customer service guy guaranteed I will receive the item on the 3rd week of my order, and later on the same day they canceled my item said it was out of stock. But when i order it was instock still. They shouldn't listed on site as in stock in the first place. Really bad customer service and shipping takes forever for customer items. Now my anniversary gift for hubby is delayed and wasted my 2 weeks waiting. Will NEVER SHOP HERE AGAIN. "
"I purchased a two carat ring from Zales in Four Seasons Town Center. They promised me that my ring could be sized, fixed, clean, and well maintained if I purchased the warranty along with it. I purchased the ring on December 23,2010 only to have a diamond fall out of it on December 26,2010. I returned the ring to the store on December 27,2010 to have it sized down *as she told me she did before I brought the ring home* and the stone replaced. Two weeks later, I went into Zales only to find my ring in the same condition in which it was left in. The stone was still out and it had not been sized down. The salesman told me that they were unable to find someone to size my ring due to the amount of diamonds and the structure of the ring and I would have to wait 10 weeks to receive another ring from the manufactuer. I got another ring in its place and purchased a new warranty. The lady did this as two seperate transactions. Two weeks from then, I went into the store to pick up my refund only to have one check there. The MANAGER was rude and not helpful at all. He told me he didn't know where the check was and he told me to "Just wait for it". It is now two seeks since then and I have yet to receive a call or my check from them. I just want all buyers to beware before making a purchase from Zales. This is the WORST experience ever and I will never ever shop with them again!"
"Very Dissappointed and frustrated with the Zales service. I had purchased an engagement ring for my fiance at Zales and the expected date was in two weeks to get it sized and it took almost four weeks to get. And when i call the store location that i bought it from they could not give me an answer to even check on the status until the manager got there. But she wasnt in for 4 business days and when she did it was a week later. They should not give an expected date if its not going to be accurate! On the other hand i purchased my engagment ring at Kay Jewelers and got it sized (the same exact day as i made the Zales purchase) and received it the day of the expected date. And they also had better service. I Highly reccomned Kay Jewelers!!"
"Website advertisement was -- Order by December 15, 2009 for a Guaranteed Christmas Delivery.
I ordered black diamond earrings for my daughter much earlier than the cut-off date, Dec. 7. the next day, order status was "item(s) located in stock".
After countless emails and calls to incompetent customer service; as of Dec. 24, order status is still "item(s) located in stock". No notication that my order was shipped.
Unless there is a Fedex delivery on Christmas day, my daughter won't get that earrings on Christmas day... so much for a guarantee.
"
"VERY SLOW. I placed an order a week ago, and it still hasn't shipped. The item was marked as in-stock (and still is), so I figured it would be able to get shipped within a week of ordering, but it magically hasn't.
I suggest getting jewelry elsewhere, I can't really base this on the quality of the jewelry, but that's because it seems as though I'll never receive it."
"Where to start ....... My fiance and I spent about 6 weeks to locate the ring that was going to represent our past present and future together. I am allergic to white gold and dont like yellow gold so I found a platinum setting no diamond included on Zales.com service was fab through them they even price matched the ring because a week later it was on sale for even less. We received the ring just as expected and on time. Then was the search for the center diamond and for this we went to the store so we could actually see them in person. We found a perfect diamond and it fit the ring perfectly. And I really loved the ring and then 6 weeks later one of the diamonds fell out of the side settings we took it in and they told me it would be 2 months before they could fix it SOOO NOT OKAY ..... so they sent it off and we decided okay maybe it was a fluke and decided to by a small 1/2 carat band to be in its place until the engagement ring came back. Well guess what one week after purchase one of the diamonds fell out. I am so done with this store. Never ever order from them their quality sucks and you will only ever be disappointed. "