Zales.com Customer Service Issues

I placed an order for a ring on January 28, [redacted], selecting priority shipping. Despite contacting customer service due to not receiving the ring for days, I was informed that paying for priority shipping was unnecessary. It is now February 4, [redacted], and I am still without my order. Once I finally receive it, I will not be making any future purchases from Zales. I am very unsatisfied with this entire experience. My order status remains pending, even though the payment has already been deducted from my account. This situation is extremely frustrating.

I placed an order for a ring that my fiance really wanted using order number [redacted][redacted]. I made the order back in the middle of May with the understanding it would arrive by June 24th. Today, when I called customer service after being on hold for an hour, I was informed that the ring won't be shipped until mid-July. This delay is unacceptable as I have a wedding approaching and the ring is essential. I am considering canceling my order and seeking alternatives. It's frustrating to have the necessary funds in my account, waiting for a shipment date that was not communicated clearly. I feel disappointed that I was not informed earlier about the extended delay considering the importance of this purchase for my upcoming wedding.

I received two bracelets from your company and was charged for both. I promptly returned one, but it was sent back as too late to return. Due to my condition, I cannot easily visit your store, so I request a return merchandise slip to resolve this matter. If not, I will escalate this publicly and involve legal action. Being overcharged, even a small amount, is unacceptable. Please address this immediately. Sincerely, Janet R. [redacted] AOL Mobile Mail

We have purchased approximately 10 items from Zales over the years and have been regulars at getting our jewelry inspected and cleaned every 6 months. Living in Winder, GA, the nearest Zales is a 45-minute drive away at the Commerce Zales Outlet. However, we recently made the trek there only to be informed that due to COVID, appointments are now necessary. The staff member we encountered was rather impolite about it and made a sarcastic remark regarding the current situation. Despite regularly receiving promotional emails from Zales, we were not informed about this new policy. We were instructed to visit Monday-Thursday during specific hours, which poses a challenge as we work Monday-Friday. It would be helpful if Zales extended their hours to weekends or provided an alternative solution such as sending cleaning solution for us to use at home. Thank you.

My husband bought item #[redacted]8 at a 25% off sale, and I got a $50 discount after signing up for emails. Despite contacting customer service and the store twice, I haven't received a satisfactory explanation as to why I wasn't given the additional $50 off. I'm disappointed with the customer service at the Freehold Raceway Mall, NJ store. While the sales representative was pleasant, the person who rang up my purchase lacked professionalism and seemed uninterested in helping us. We had better experiences with our previous jeweler, Reed's, who always went the extra mile for customers and never haggled over small discounts like $50.

I purchased a diamond ring from zales.com, and after a few years, a tiny diamond fell off. When I took it to the nearest store, the representative checked my purchase history and pointed out that I had a diamond bond but not an extended warranty. They will cover the cost of the diamond, but I am required to pay the estimated $50 for repairs, as per their initial estimate. I agreed, and they took the ring for inspection. After three days, I received a call stating that the repair cost had increased to $[redacted], almost the price of a new ring! The missing diamond piece cost only $30, which Zales will cover. I feel disappointed as a loyal customer who purchased the ring for my wife's anniversary. Despite not being a wealthy client, I will not overlook this costly discrepancy again. Thank you, Riddhish

My husband bought me a gorgeous ring for Christmas, but it was one size too big. We visited Zales at the Oaks Mall in Gainesville, FL, hoping for a simple exchange. However, we were told it needed to be sent for resizing, which disappointed us. We wanted to exchange it without altering the ring, as we were concerned about voiding the warranty and changing the original design due to the natural diamonds. Despite cooperating with the staff, we are saddened by the inconvenience. We had hoped for a straightforward exchange to maintain the warranty and original state of the ring. This experience has made us reconsider future purchases at Zales. It's disheartening that they did not offer more options. This situation has left us regretting our decision to shop there. My son was planning to buy his fiancée's wedding set from Zales, but he will now look elsewhere. Thank you for transforming what should have been a special occasion into a disappointment. Robin Hein

I recently used a promo code for $50 off on a purchase of $[redacted] or more. However, when I tried to apply it to items priced over $[redacted], it said they weren't eligible. Despite this, I proceeded with the purchase due to the proximity to Christmas. The order number is [redacted][redacted]. It's frustrating to see an offer that doesn't seem to work as advertised.

I have been trying to locate a 10k ring from Zales that was ordered on 1/14. I reached out to chat for over an hour, and they advised me to call customer service at [redacted] and request to speak with a manager. Despite calling THREE times, they refused to transfer me to management. I am struggling to get in touch with a supervisor. Customer service seems unable to address the issue or track the order. The engagement ring, promised for 2/14 according to their website, has faced continuous delays. With only 8 days remaining until the proposal event, the ring has yet to be shipped, and there is no clarity on its whereabouts in the process. The inability to escalate my concern to a supervisor is frustrating and unacceptable from a customer service standpoint.

I wanted to share my experience at the Rochester, MN Apache mall store regarding the staff's behavior. Yesterday, Wednesday, Jan 11, I visited to pick up my ring. I observed a lady with black half-shaved hair working without shoes and a man at the counter who handed me my ring insisted on a donation to St. Jude’s. When I questioned the reason for the donation, he claimed it was customary due to their association with the organization and insisted we owed $1. This was unexpected as we had just purchased a new ring and additional protection. I am concerned about the transparency of this process. We have been loyal customers for 15 years but will not return unless there are changes in the staff. Regards, V. and A. Graham

I had an issue with Zales regarding a wedding band order. After reading some negative reviews, my partner and I decided to cancel the purchase. Despite the initial refusal to cancel, I requested it anyway. I then had the thought to remove funds from my account to prevent Zales from charging me. The representative mentioned they might still ship it, but I preferred to return it to a store. This trick works as long as there are no overdrafts on the debit card or exceeding the credit limit. I prefer using my cash app card to avoid such situations and ensure the company cannot take funds that are not available.

I recently made a purchase of the Vera Wang Blue Sapphire Hamsa Pendant from Zales after watching it over Labor Day weekend. The item was listed on sale for $[redacted], but when I proceeded to checkout around 10 p.m. Pacific Time on Monday night, the price momentarily changed to $[redacted]. After a refresh, it went back down to $[redacted], but when I finalized the purchase, I was charged the higher price of $[redacted]. Despite speaking with both a customer support agent and a resolution specialist, they declined to honor the sale price, claiming that I missed the sale deadline due to it being based on Eastern Time. I simply wanted them to honor the initial sale price, but unfortunately, they did not comply.