- 9 years ago
- Wedding: June 2012
Just thought I’d share my experience for those of you in the ring shopping process. I’ve had a very mixed experience with Zales — their rings themselves are lovely and seem to be of good quality, and customer service has been good in the sense that everyone has been very courteous, but there have been a variety of bugs in their system which have given me some pause as big-ticket items go zipping around the country.
I bought two wedding bands online from them to comapre which I liked better, and took advantage of a free ship-to-store promotion. One was an online-only item; the other was just a standard 2mm plain band. The online-only band shipped very quickly, and I was able to pick it up in the store…however, the notification email sent by my local store was for the other ring. This was confusion on their end — they didn’t realize there were two rings in the same order, and so they sent me the wrong email notification.
The plain band then took about two weeks to get there — I tracked it on FedEx, saw that it was delivered in the middle of the afternoon on a Tuesday, and waited patiently for a notification email. When none came by 5pm on Wednesday, I decided to call my local store and ask if it was there, since my Thursday and Friday nights were going to be rather busy. The employee who took my call said that they didn’t have the ring, and no one by the name of the person who had signed for my ring (according to FedEx) worked there. !!!! I was not too thrilled at this point, let me tell you.
Of course, I get the notification email the next day. The employees claimed that the package had come in just that day (two days after FedEx said it was delivered), and that “sometimes FedEx was a little weird.” At this point, I was just happy to have my ring.
Today, I decided which one of the rings to return, and saw that my packing slip says that I must return the ring by mail, rather than dropping it off in the store. When I called their 1800 number for a pre-paid return label, the woman tells me that it’s an old packing slip, and I can totally return it in the store. So, I took the ring into my local store…and they can’t accept it, because the SKU doesn’t match anything in their database. I went home, called the 1800 number and requested a label. They say that they can’t send me a label (!), but AGAIN I’m told that I can return it in store. I explain that I was told that I couldn’t do this — and then, suddenly, the gentleman on the other end of the phone says that I *can* have a printable retunr label!
I’m not really thrilled about having to send this thing via FedEx, with all the weirdness that’s happened so far, but at least the label is generated by them and will have a tracking number. Hopefully it gets where it’s supposed to go — I’ll update this post if anything else goes awry.
In short — not saying that you shouldn’t use Zales, but you may want to think twice about ordering offline.