My husband purchased my princess cut solitaire at zales in Jan of 2000. When trying to pick out a band to go with my solitaire I was discouraged from the idea that I liked and wanted to see on my finger, being told it wasn't a good look. Another idea I had, a jacket, was also shot down. I was told that the ring was too wide and it couldn't be done. My current jeweler showed me that it was not only possible but very stunning! The look I was going for back in 2000 was very popular last year and this year, 2007-08. This was only the beginning of my experience with Zales. In March 2000, only a couple of days before my wedding and barely two months after the ring was purchased, I lost my diamond still attached to the head it was set in. The gold in the band where it had been attached appeared to be pitted. The store gave me a loaner ring to wear to my wedding while they fixed mine. When I received my own ring back it had the wrong head. I was told they had no way of knowing which head was originally on the ring even after I presented my papers (with photo on the certificate) to them along with the broken ring when it was brought in for repair. I was upset and just wanted to take my ring, even though it was not right. I was told that even in a couple days or so if I decided that I wanted to have the right head put on the ring I still could. When I asked for my certificate for the new diamond that was replaced I was told to keep my old certificate and that the diamond was a match to my original one. I thought they knew what they were talking about so I left with no new papers for this new diamond. Only days after this all took place I was having some snagging issues with the prongs that were on the ring (the wrong head) and took it in only to realize that there were two cracked prongs. I had them put the original style head on the ring at that point. I eventually took the ring in to Helzburg's and was told that I should indeed have been given a new certificate for the new diamond because no two diamonds are alike. I also asked another jeweler from one of the city's most reputable jewelry stores and was told the same exact thing. I went back into Zales with this information and they argued me out of it. That was the end of it. I took no further action. I wish I had but it has been almost 9 years since the purchase of the ring. As one woman stated in another post about Zales... "I am now stuck with a ring that I do not like and has no sentimental value to me."

My husband and I went to the Laguna Hills Mall Store to have his wedding ring resized(which is on warranty). They we nice at first, the only problem was none of the staff had a clue what they were doing. Thats pretty scary when they are handling expensive jewelry. They said it would be ready in 3 days at the most and they said they would give my husband a call when it was ready..Well, a week went by and no call. My husband then called Zales and the girl he was talking to didnt know how to look up his name and didnt know where he ring was. We were pissed and on top of it she hung up on him. He calls back a second time and she told him she didnt know how to look it up and she could not help him.
So he then called customer care and after getting redirected 5 times he finally got through to someone. Customer care then said they were going to send the district manager out to that store to train everyone how to handle jewelry. Shouldnt that be done before they start working with customers and really expensive jewelry!! So in the meantime my husband gets the number to the person that is resizing it and he said it would be ready the next day. Well another week went by and they still said it wasnt ready then called my husband moments later saying it was ready. Well which one is it.
He went in to pick the ring up this morning only to get yelled at by the manager for calling customer care to complain. Instead of the manager apologizing he yelled at my husband, I just cant beleive it!!! I am in customer service and they are the most unprofessional company Ive ever dealt with. I bought all my wedding jewelry from there and I now regret it because if there is a problem then I will have to deal with these incompetent, rude people.
Lastly, when he did pick up the ring this morning there is a seam all the way around the ring that was never there. So now we have to go back and deal with that which we are probably going to be hassled by the manager and his employees. Its awful whenwe paid so much for it.

I bought a pendant online from Zales, because the lady in the store quoted me a higher price. When I received it, there were 4 diamonds missing. I called customer service and they said I would be charged for replacing the diamonds, or I could send it back. I told her that the pendant was sold out and my lifetime gtd says they would fix the problem. She said no, the store would not fix it without charge. I wonder how they can get buy with saying one thing and doing another? I will never set foot in this store again.

My ring came in a full half-size larger, it fell off my hand. The shop witch took it away from me and put it on the sizer and said it was the size we ordered, but didn't show us the sizer.

We came back the next day to an equally clueless old bag who did show us the ring on the sizer (it WAS too big) but then claimed it couldn't be fixed because of the style. Luckily someone set her straight, and the ring was shipped to another store with a jewelry fixer in residence.

THAT Zales store lost the ring, claimed the first store had it. We played phone tag for hours. I hate to admit how cheap I was for going here - the jewelry is ok but the workers are IDIOTS.

I placed an order for 4 items. I got my first order, it wasn't what I expected, it looked a little old but oh well I was okay with that.
So then I get an e-mail saying my second part of the order is on it's way and it contains your other 3 items. Okay great. I am excited because it contains my gift to my husband for our anniversary. Well I get the package and it has 2 items in it. I go to the e-mail to be sure i read it right, I even click the link to check the shipping. Yep, it says it was delivered. So I go to the website and the contact link only has an e-mail so I e-mail them and get an auto repsonse. End of day still nothing. SO I e-mail again and get anther auto response and again no response. SO I hunt down a number to call and the woman tells me there could be a number of reasons I didn't get it, maybe it was left on the counter instead of put in the package, maybe I left it in the package(yeah not many are that dumb, it's an envelope), maybe so on. Okay then what do I do. We'll look into it but it can be up to 2 weeks before we know anything. That's great. So I explain I ordered this over a week ago and this gift is very important it is to celebrate my 12th aniversary I need it no later then the 27th. This call was on the 18th. Well like I said it can be 2 weeks. I said fine just put down that I want to cancel the order. Okay but it will 2 weeks before you get your answer. By this time I am ticked. I said yeah funny you had no problem taking money for something I did not get but you can't give it back. we hang up and I go back to e-mailing a few days later trying to get an answer. I got another auto response after a few more e-mails. Then on the 23rd I think I called bcak. The lady couldn't help me in any way at all. So she connects me to her supervisor, she tells me she will put in a request but it's not likely to help. I can't cancel because I am just now canceling she says and it's to late. I told her well I put in a request to cancel over a week ago and she says no you didn't. Okay. She says call back later and I will let you know, here is my extension. SO I cal back and assume being that I used her ext. that it would be her but no it's not. So I start all over again and tell this woman what the deal is. She says the cancel was not put in the first time but there is one from an e-mail the 21st. She connects me to the supervisor and this lady denies there is an e-mail and says the other lady just made a mistake. I can't cancel my order but can't get it for my anniversary either. All I can do she says is refuse it when it is delivered. Can I talk to somebody else? She knows that I need this Sunday and this call is Friday she says yeah you can talk to the manager on Monday and maybe get it in time. If I could have slapped her through my phone so hard she would have in the next week. So now I am still trying to get my money back and it is the 29th. You'll love this after 20 e-mails I finally get an e-mail and it says I will do whatever I have to and on and on... I have replied 4 times and have got not one response yet. I will never order from them again. But how on earth do I get my money back?