I visited Zales at the Arbor Place Mall location to have a diamond replaced for the ring purchased for my fiancé. We were greeted by Hanna during the initial interaction. Hanna was very nice the first day; she provided information as to the turnaround time of 6-8 weeks to receive the ring back with the replacement stone. I purchased the ring in May of 2010, which means 6 months had not lapse before a stone was lost.

Hanna offered to trade the ring for an upgrade as long as I paid the difference. Since the upgrades available were a bit pricy for my pockets during that visit, we opted to have the stone replaced. She was very apologetic and assisted by making a few calls and gave me a new ETA of 4 weeks. 4 weeks sure is much better than 6-8 so I agreed and the Sept 20th was the scheduled date for pick up.

I called Zales and spoke to Hanna on the 20th. Hanna had no information for me during my initial phone call and asked if she would be able to call me back in 30 minutes. I agreed and trust that she would have based on my experience with her during the time we dropped the ring off. My fiancé called me 1 hour after my phone call to Hanna asking for the update as we are scheduled for engagement photos on 9-26. I called Zales back to speak to Hanna as a friendly reminder "also because my fiancé was putting pressure on me because she really wanted her ring back. Do you blame her?" Hanna seemed to be agitated by my call back, she placed me on hold and returned to the line with an update that the IDEC (International Diamond Exchange Center) had not started on the ring as of yet and she apologized.

I then asked Hanna, when she expect the ring to be returned. She provided an ETA of 9-24; I say to myself "oh boy, this is not going to be good when I provide the update to the misses. Ugggghhhh!" I asked Hanna why anyone had not called me to let me know that the ring will be delayed instead of me finding out the very day I was scheduled to retrieve the ring.

Hanna apologized and stated the IDEC normally correspond with the store via email and there were no updates as far as the ring being delayed. I asked Hanna if she could call me later in the week to provide an update. She agreed, my fiancé inquired on Thursday 9-23 about the status of her ring.

I called Hanna and she seem more annoyed than the last time. She informed me that she was very busy in the store and she would email and call the IDEC to get an update and call me back in 30 minutes. In my mind and I am saying to myself, "Oh how I remember the so called, I will call you back statement." 1 hour 20 minutes pass and my fiancé calls me to find out the update. I called Zales and spoke to Hanna again and she stated no word as of yet and asked if she could call me back with no timeframe.

2 hours go by, I receive another call from the misses wanting to know the status. I had none to report. I called Zales again and spoke to Linda who identified herself as the Store manager. I asked Linda for Hanna and she informed me that she was busy with customers and offered to have Hanna call me back. I say to myself why wouldn't the manager offer to assist? I informed Linda that Hanna’s lack of follow up is the exact reason for my call. I provided my name and automatically Linda had information for me. Yet again, no reply from the IDEC and they are still waiting.

I stressed to Linda that it is imperative that we have our ring on time for Friday for our appointment for the engagement photos. As you know vendors are not really flexible with their schedules. I informed Linda that the photographer who is taking the pictures is very busy and it will cost our deposit if we rescheduled. Linda informed me that they will make calls to have the ring overnighted the next day.

WHAT?!?! The next day? Overnighted? That is really cutting us very close! I requested something to be done if the ring did not arrive for Saturday the latest. Linda informed me that she did not have the authority to make a decision as what I was requesting and that was the District Manager's call.

I received a call from Hanna today making me aware the ring arrived. I visited Arbor Place mall to retrieve my merchandise. I saw Hanna and she acknowledged me and informed me once she is finished with her current customer she will assist. There was another woman working in the store and Hanna asked her to assist me by presenting the ring.

The ring was in a clear little plastic baggie and not looking so impressive. The lady handed me a receipt and asked me to sign. I was in the process in inspecting the ring when she asked a second time for me to sign for the ring. The ring was paid for in CASH so it is not like I did not own the merchandise. I asked the woman if the ring was cleaned because what I saw before me was a dull ring that was placed in Hanna’s custody in sparkling condition. The woman informed me that the ring should have been polished and asked if I would sign the receipt again. I asked the woman if she can clean the ring. The woman took the baggie and placed the ring in the cleaning solution. She then asked again for me to sign the receipt. OMG! If she stop asking me about signing the receipt and provide some type of customer service I will demand a refund!

When I had the ring sized at the Perimeter Mall Zales location, the sales person cleaned the ring and placed it on a black felt case where I was able to admire my purchase. This woman from Arbor Place Zales cared less and I felt as if she was treating me as if I was a second rate customer. I signed the receipt and asked for my other paper work that authenticated my maintenance visit and she walked away from me while I was in mid sentence. Like if I did not exist!

It was a TERRIBLE experience and I would NEVER visit that location again and I will post this very detail experience on EVERY site if I have to. This way Zales will hopefully re-train their staff on customer service!