Zales Customer Service – Thoughts Please!

posted 3 years ago in Rings
Post # 3
Member
1093 posts
Bumble bee
  • Wedding: May 2014

I got my e-ring, wedding band, and FI’s ring through there. FI has also gotten all of my other jewelery from there. I have never had any complaints with anything. FI sent his ring out to be resized and it came back in a few weeks, good as new.

Post # 5
Member
2731 posts
Sugar bee
  • Wedding: October 2014 - Disney

I just bought 2 stacking wedding bands to use as stand ins until our final ceremony. My fingers are tiny and for the first we had short notice they were wonderful. For the second it was what appeared to be a one off but they special ordered it in my size. I bought protection plans on both rings but they were at really good prices already that this wasnt a bad option.

Post # 6
Member
232 posts
Helper bee
  • Wedding: June 2014

My experience was horrible trying to get a black diamond solitaire that was only online. Seemed like the online customer service and in-store never agreed on anytihng and made it very difficult on top of never being sent quality product. BUT it may have just been because of the online only product. It does not really excuse their attitude at times, or lack of knowledge of policies, but with another product we may not have had as much heartache. We had to threaten a lawsuit to even get a refund for both the ring and warranty. (which we were told should not have even been sold to us in the store for an online product)

Post # 7
Member
2927 posts
Sugar bee
  • Wedding: January 2011

It depends on the store. I’ve had really good service from the bigger store in Denver and kinna crappy service from the one that is in the small town closer to where we live. They all seem to use different jewelers too but have had good luck with the craftsmanship of their work.

 

Post # 8
Member
813 posts
Busy bee
  • Wedding: June 2010

My engagement ring (which includes two medium-sized side diamonds, and many tiny ones) came from Zales.com (an online-only product), but the main center diamond was purchased separately. The setting was supposed to come with a warranty (including coverage for replacement if any of the diamonds fell out, provided that I kept up with their cleaning/check-up schedule) for the ring itself and the diamonds that came with it (but obviously not the main center one). 

 

When the ring arrived, there wasn’t any paperwork or anything with it regarding the warranty, so my DH called customer service. Even though it was clearly stated on the website (where the ring was sold as the setting without the center diamond), they refused to honor it, saying we couldn’t get any protection for ANY of the diamonds because we didn’t purchase the center one through Zales. 

 

He spent a couple weeks talking to various levels of managers, etc., and we finally decided to just forget about it. We had the ring appraised and insured separately, and we’ve been very happy to never deal with Zales again. 

 

About a month after we got engaged, I started hearing little rattling sounds in my e-ring (just when I would bring my left hand up to tuck hair behind my ear or something). I took it to a local jeweler, and sure enough – both of the side diamonds were loose. The jeweler said I was lucky I didn’t lose both of them! Thank goodness we had it insured separately! 

 

My dad purchased some jewlery from an actual Zale’s store for my mom for Christmas one year – a bracelet and a ring. The bracelet broke after she wore it a few times (the clasp just snapped off), and they happily gave her a refund. The ring had a large opal in it, and the second time she wore it, the opal fell out. She found it on the floor, and they gave her a refund for that too. They tried REALLY hard to convince her to accept replacements rather than a refund, but my dad pushed pretty heavily to just get their money back (since they didn’t seem to be well-made) and eventually succeeded. Not sure what they would’ve done if she hadn’t found the stone. 

 

Post # 10
Member
1715 posts
Bumble bee
  • Wedding: July 2015

I love Zales FI bought my e-ring from there and we have gotten nothing but helpful service from them.  He won’t shop anywhere else for jewlery.  They told me 2 weeks to get my ring sized and it only took 5 days so they can be quick too.  If you found something you love I think you should get, you can get bad customer service anywhere you go.

Post # 11
Member
1093 posts
Bumble bee
  • Wedding: May 2014

@mrs_pudding_pop:  FYI, if you get the lifetime diamond commitment you have to go in every 6 mos for them to check your jewelery or it becomes void. I went 3 years without getting my e-ring checked (oops!), but it was no problem because my ring still looks good. If anything had happen to my ring btwn purchase and me bringing it to them a few months ago, I would have been SOL.

Post # 12
Member
1625 posts
Bumble bee
  • Wedding: June 2014

My promise ring came from Zales, and it has two twisted rows of diamonds on the band.. I’ve had the ring for years, but I will say that one of the tiny diamonds popped out and was lost once when i dropped it on the floor. So definitely have those checked! 

Post # 13
Member
895 posts
Busy bee

I had the worst experience ever at Zales but we also only worked with one lady who had no idea what she was talking about. We ended up cancelling my ring.

Post # 15
Member
4576 posts
Honey bee
  • Wedding: September 2014

@mrs_pudding_pop:  Keep in mind customers are far more likely to discuss a negative exprience than a positive one. I agree with PP that say the CS will differ from store to store. We looked at a few zales locations for my ER, and other than too-helpful salespeople, it was fine.

Post # 16
Member
813 posts
Busy bee
  • Wedding: June 2010

@mrs_pudding_pop:  Just be careful and read the fine print – having work done on it with a local (non-Zales) jeweler could void the protection plan! I don’t know if this is true anymore, but when I got my ring in 2010 the protection plans and warranties were all dependant on you coming in periodically (every 6 months I think) for cleaning and a check of the prongs, etc. If you’re not going to be able to keep up with that, then you may not be covered.

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