Zales Reviews

Horrible experience all around! Didn’t even have my ring 2 weeks and multiple diamonds fell out. Spent 4 hours between 2 stores before one of the employees actually knew the company policies and warranties and we were able to return it. Not once did they even fake an apology for their poor quality of jewelry and even poorer quality customer service. Don’t waste your time or money. Could have bought little kids costume jewelry and had it hold up longer! Avoid at all cost literally.

The manager did know how to charge me, he had to ask another associate for assistance. I came to pick up my wife new wedding band i purchased from this Zales in Little Rock, AR at store # 1491 days before for my wife. When she went to get the ring sized Tim/associate manager ask for help when I came to pick up the ring ask my wife how much the ring cost and even went to another associate to ask if it was silver or gold and the associate told Tim it was 10K gold. I believe these questions shouldn't be ask my wife because the ring was a gift and she shouldn't even know how much I paid for the ring.

My fiance bought my engagement ring from here. Unfortunately the ring was not a right fit. As soon as we got back we dropped it off to be RESIZED. Waited patiently for two weeks to finally be able to to wear my engagement ring that everyone has been asking to see. I receive a call from Zales Monday for a sales report to excitedly tell me that THEY DESTROYED MY RING BEYOND REPAIR. IT WENT IN FOR A RESIZE. Completely distraught because I just lost the most sentimental thing I possessed I hang up with her because who wants to sob to a lady who was way to happy to you your ENGAGEMENT RING IS GONE.

I recently bought two items: a cuff bracelet and a pair of diamond earrings with screw backs. I drove 30 minutes to my closest store and they could not adjust the bracelet. Told me they had to send it in. Four weeks. I said no. How can you adjust a cuff to my wrist if I don’t sent my wrist in w bracelet? Can cut off arm now can I. Within four months, a crew back fell off. Probably my fault. Went on line to order a replacement. I was told to go into store. I called to make sure they had and I was told yes. So, I drove 30 minutes and they told me they did not have replacement backs. I told them I had called the day before. Then she suddenly remembered: they had replacement backs. Well, none fit. Then she told me I would have to send earrings in for a “custom-made back. Would take 2 weeks and I would have to pick up at store. No mail directly to me. No estimate.

So I ordered an engagement ring to propose to the love of my life. I had them ship it to my local Zales in order to keep it a secret. I had family flying in, reserved the finest restaurant for the special occasion. I received an email that my order had been delivered to the store, but I had not gotten any notification to come and pick it up. I tried calling my local store numerous times and no one ever answered. Finally, I was able to get someone on the phone and I was told that it's not there and they don't know what to tell me....."Call wherever you ordered it from" is what I was told. So I called the official number for Zales. Spoke with a representative that told me that the ring was sent to Macy's instead of my local Zales, but she would have their e-commerce people call me right away and they would get another ring overnighted and she was marking it as "High Priority" so they would know to get back to me quickly. Hours go by and nothing!

After purchasing my diamond engagement and wedding rings from Zales over ten years ago I’ve had them cleaned and serviced every year. Today they said I was a couple of months late for my cleaning and service and they said I voided my contract and they would no longer service the rings as detailed in their contract. They fail to understand the spirit of the contract and the cleaning that actually brings in customers. I will no longer buy from Zales. Extremely dumb business sense.

I bought a wedding band covered in diamonds. THE DIMAONDS KEEP FALLING OUT OF THE RING! Poor quality. I bought the insurance. It will only cover the 120.00 repair for each missing stone IF you take the ring back to the store EVERY 6 MONTHS OR A RING CHECK! No one has time for this. My last repair cost me $120.00. I will never shop there again. THERE IS NO MORE GOOD CRAFTMENSHIP!!

I bought a necklace around 221.00 cash. I wanted to return it, get my cash back and go purchase a different necklace at their sister store. I have my receipt that showed all the proof. They said they couldn't because they had no cash. I called 2 other stores and got same answer. I think they are scamming people about returns and forcing customers to purchase from them and keep the money. I even called corporate and got blown off. This company screws over their customers. Go anywhere else to buy jewelry, they are so overpriced!!! Also beware, they try to sell poor quality items for high price.

Dear Zales Corporate Team, I am writing to formally raise concerns regarding both refund disclosure practices and sales conduct at your Chandler Fashion Center, Arizona location. At the time of purchase, I was informed that I could return the item if I was not satisfied. However, I was not clearly advised prior to payment that cash refunds over $500 would not be issued at the point of return and would instead be processed and mailed by check, potentially taking up to 21 days or longer. A delayed refund of this length is a material term of the transaction and should be clearly communicated before payment is accepted so customers can make an informed decision.

On 2/23/26, I went to the Zales outlet to pick up my ring that had to be resized. The store employee Alex, was the gentleman who greeted me with a smile. Having had an awful morning, Alex was so kind, professional, and made me forget about the issues that transpired early in the day! Thank you, Alex, for making me smile!

I went to North Park Mall to have my ring checked and cleaned. I met Trystan and Fatima. I received outstanding customer service. They were both very friendly and helpful. I would recommend this store for your jewelry needs.

I ordered a $32 necklace and while it was shipped quickly I received an empty Zales box/bag. I got their black box but my necklace was missing. Upon contacting customer service I'm told I now have to wait 10-14 days to be contacted by their ecommerce team to investigate. So not only do I NOT have my item (a day before Valentine's Day) I now have to keep watch on my emails for their contact. THIS IS HORRIBLE CUSTOMER SERVICE!! I'm glad I didn't purchase a more expensive item. I'll never purchase from them ever.

My boyfriend tried getting me a $300 promise ring that said it delivered at his apartment. It did not. The tracking information wasn't even accurate and didn't give proper delivery information. We have called UPS, Zales, even the apartment complex. No help from anyone. Zales was all automated voice impossible to reach a proper person. They offered only $100 reimbursement. Horrible diamond store. Unreliable. Absolutely frustrating.

My son purchased a pair of pearl earrings for me from Gordon’s Jewelers in Louisiana and also purchased their lifetime service plan. After Gordon’s was acquired by Zale's, I unfortunately lost one pearl from an earring. I brought the earring and my original lifetime service contract to Zale's, expecting them to honor it. They refused — not only did they decline to honor the service contract, they also refused to repair the earring even when I offered to pay for the pearl and labor myself.

NOT EVEN DESERVING OF 1 STAR! All they do is take your money and not giving a damn about customers. Don't shop here! I opened a Zales store credit card to finance a bridal jewelry purchase under a promotional interest-free financing offer that stated interest would be waived if the balance was paid in full by the promotional end date. I made regular, timely payments and paid the balance down substantially before the promotional period ended.

Only gave them one star because I couldn’t give them zero. This company is a scam. My bracelet was sent to one of their Kay’s Jewelry customer and they still trying to say I got the bracelet. The girl emailed me because she got my package by a mistake and my name and email was on the slip inside the package (my bracelet). I stay in NC and she stays in Georgia. They won’t give me a refund or resend my item.

If I could give rating of “0” I would do just that. When it comes to purchasing jewelry from Zales I promise you are taking a risk of stones falling out and/or tarnishing. The jewelry is certainly overpriced and not durable. Purchase at your own risk and I promise you’ll be dissatisfied.

I purchased earrings for Christmas, it’s now January, I’ve contacted Zales several times, and they tell me they’ve created a ticket for my order and that I will be contacted in 7-10 days. Very disappointed in how concerns are being handled. I wouldn’t have this problem at Jared’s.

Placed my order online on the 12/12/25, with the delivery date of 12/24. 12/24 comes around order is delayed, they give a standard 10% off, which is for anybody so not any real compensation. New delivery date of 12/31, that comes around, no communication at all. I had to call and several times to get an answer. Now my order is supposedly going to handled by their ecommerce team, who has yet to contact me. Done with Zales. Save your time and yourself a headache. Ruined Christmas gift and now I’m playing telling to get an answer smh. Horrible.

We went in to look around and was greeted with a smile. The sales rep was beyond helpful and gave us her full attention. She answered all our questions, and showed us all the pieces that caught our eye. We will be doing business with them from now on. The sales rep was named Italy. She helped my husband find the wedding band of his dreams. She is outstanding and exceptional with customer service. I am so glad we popped in to have a look around, and will come back because of the sales rep. Italy.

Ordered earrings for a Christmas present w/ delivery before the 24th..... Well never shipped but was charged for it. Now waiting 7 to 10 days for them to investigate what happened to my order to get a refund... What a joke of a company..... Customer service sucks.... Why sell jewelry you don't really have. Shady practices.

Received white gold diamond earrings 11 months ago as a gift, and a few days ago both earrings broke. On one of them the post broke off and on the other one, one of the diamonds fell out. Husband bought them from Zales online and the online customer service set us up with an appointment in person. In person "customer service" failed to acknowledge our appointment and then very flippantly said, "Oh you didn't purchase insurance? You'll have to pay to have them fixed." We asked, "To be clear, someone can spend HUNDREDS of dollars on white gold and diamond jewelry that breaks in less than a year and there's nothing you can do for us?" She was smug and told us not if we didn't purchase insurance. I wore these maybe 15 times in the year and Zales doesn't GAF about their customers. They sell garbage jewelry and have garbage customer service to match.

I have bought an item from Zales worth $200. They sent the item to me. The driver that delivered it put it on top of my mailbox and it was stolen. I called and complained about my item being stolen. Hopefully they can refund or resend me my item back that was $200 upon calling, though they basically said they cannot do anything about that and just the follow report with the police department which that will be worthless because all they will have is just a report. I know because my son is a police officer so basically when you buy from this company and your package is either lost is stolen they will not give you your money back. They will take your money.

I purchased a Christmas gift for my girlfriend online about two weeks before Christmas and had it shipped to a Zales store for pickup. Unfortunately, I had to leave town shortly after placing the order. Right before Christmas, I received a message saying my order was refunded without my consent. I immediately called customer service to fix the issue. Despite it being five days before Christmas, I was told they could not resell the item to me, express ship it, or offer any solution to correct their mistake. No effort was made to help save Christmas, and no alternative options were offered.

If I could there would be no stars! Zales has ruined and took all the joy out of our engagement! They're unhelpful, they all have different stories. No one can tell me where my ring is or when I'll get it. I dropped it off Oct 23. It's December 17th. I've had multiple stories. Jennifer the manager is rude. She makes me feel like the diamond fell out because I was at fault. However after sizing it to a 5 my diamond fell out. They let me know AFTER that my ring shouldn't have gone down to that size due to possibility of diamonds falling out. That would have been good to know prior to them sending it out. Jennifer also told me they didn't tighten my diamonds.

Unfortunately, here you’re only a valued customer if you purchase a certain amount of money. Quality is subpar at best and whoever shipped these to me should be ashamed because they were clearly broken but hey just throw it in the box and let the customer deal with it later. You’d think you could get a pair of jewelry undamaged or the Zales representatives would put in the effort of trying to fix them especially when a warranty was purchased but I guess not. What’s even the point of the warranty then. I received more sincerity and concern from the Zales online chat agent about the situation than I did in store. If you wish to buy a pair of damaged kid’s earrings as soon as you open the box and drive out of your way to be told you’ll just have to reorder a new pair online yourself from a snobby sales rep the shop Zales.

We went to the Zales store at Zona Rosa to have my Zales wedding band resized. The sale representative was very kind. She advised us that one of the designs on the ring would be adversely impacted. I advised her that I expected that and that it didn't matter because of the sentimental value of the ring itself. It kept slipping off my finger and I didn't want to lose it. She shipped it off, and in spite of my approval, they refused to resize it. I was soooo disappointed in their follow up service. Zales has lost my trust as a reputable jeweler when the Customer needs their help.

I had the greatest experience today shopping at Zales, Fashion Fair. Just when I thought that all customer service was down the drain, I had the pleasure of working with a extremely nice young man named Daniel. I had been to Zales a week ago and Daniel was the person that helped me, I had to go back today due to a slight problem, Daniel was there he actually remembered my name, he was extremely helpful and courteous, I am so impressed. In this day and age when it feels like no one cares about customer service, it was a great pleasure to have someone who showed that there are still people out there who has maintained excellent quality skills. You are soooo lucky to have him. Thank you Daniel for making my day.

The store manager lies to customer when making a purchase. He adds St Jude’s donation making it seem like it’s a tax without asking if you want to donate. Then if you want to return the item they don’t return the donated. Amazing. You didn’t even know was a donation. This is so deceitful and I bet he is doing it to so many customers without their knowledge.

Ring was light weight like a plastic fake ring for $100.00... I won't be buying anything else from them.... Should have been $10.00 instead... Very disappointed in your product... Please reduce your prices... Not worth it... ☹️

So I just got off the phone with customer service. The lady that was helping me, her name is Loveline. She was so nice and helpful that I just wanted to give her a shout out. Hopefully she will see this. I appreciate all that you did for me today. Thank you.. Back story is I bought my daughter a mother's day ring and then last month they had a house fire and lost everything, ring included. I had the warranty on the ring so she was able to get that refunded for me so when I go to buy another one I'll have the funds to purchase a new warranty. Just so everybody knows I buy all my jewelry from Zales and I love their stuff. Never had a bad experience at any store I've been in.

I bought a pair of earrings for my Mother's birthday. They apparently got lost by UPS. Still have no jewelry or refund. Has been a month and Zales still has not fixed this. Run away from this Company. They do not care about their customers at all.

The service we received was very good! However, I was so disappointed to see that they have taken the prices off of every item!!! NOT user-friendly at all!! I know the ladies would have told me if I asked, but that is NOT how I shop!! I think consumers "like" or "not like" by the price!! NOT a good change on Zales' part!!!

I took my wedding band for repair 9/5/25. I was called on 10/20/25. My ring was ready. Ok I go to pick up. It was not repaired. Sent back because I couldn't be reached. Ok I have updated my phone number at the store at least 5 time. The store manager was there when I pick up my ring. I guess she didn't check the new employee did everything correctly. It turns out the ring was sent back supposedly that new employee tried to reach me. Apparently when repair was sent off she didn't attach the warranty. So when she called she called my old number. The reason she called was to get ok for repair. So when I go to pick up my ring I was so confused. I have taken my wedding band for repair several times. I never had to approve a repair. So it ends up they have to send the ring back for repairs.

Very disappointing experience at Zales in Barton Creek Mall. I brought in a piece of jewelry that was a Christmas gift from my son, purchased with a Lifetime Protection Plan. The first associate was rude and told me l had to pay $79 for a new plan if I exchanged the piece. The supervisor was nicer at first, but in the end, I was told the same thing. I left feeling mistreated and will never recommend this location.

I was given a bracelet for a gift and after only 4 months the safety clasp broke. The store wanted me to pay for warranty since it was not purchased at time of sale and also said it would be $70 to fix. After contacting them several times they were not willing to work with me unless I purchased warranty. I will NEVER buy from them again as the customer service was awful along with quality of merchandise.

I am giving 2 star because a very nice woman assisted me, though it took 30 minutes to get a return label for the 2 items necklace and bracelet set that was received with both items damaged. I purchased on zales.com but am told that these items were from Zales outlet which is a link on the zales website. All I know is I pulled up zales.com and purchased this set for nearly $1k and an additional $400 for the warranties. It is disappointing to say the least to now have to go to a UPS and wait for my refund and hope not to have issues with that part. All to re-order the same pieces. The likelihood that I will do that is low considering how hard this has been. I also called this morning first thing at 9am when they opened but was on hold for 26 minutes before I had to go on into my job to clock in. So nothing about this process was “easy” the way advertised on the receipt!

Absolutely will never buy another item or tell anyone anything but stay far far away. They only want your money, lie about promotions, charge you interest when say they won't, make you play phone for hours and hours just telling you to call back and forth between Zales and Comenity, the bank they use which the bank is just as bad as Zales the store. Completely lied to and they don't do anything but collect your money and not care about you as a customer. So don't believe anything they say for promotions, it's all a lie.

I purchased a 5 birthstone necklace for my wife on Mother’s Day, the first time she wore it, the chain broke. I took it back and was told since it was past the 30 day warranty that the charge would be $36.00 to have it repaired. Went back to pick it up after the repair and when my wife put it on at the store the chain broke in a different area than was repaired. My options now are to have it sent back to be repaired again, or pay full price for a different chain. Needless to say that the present that my wife was so excited about and wore one time, is now a bad memory.

Assistant store manager Daphne spoke to me in a condescending manor. Her attitude and tone toward a customer was astonishing. I get thousands and thousands of dollars worth of jewelry inspected every 6 months. I promise I will never buy another piece of jewelry for this place ever again. My wedding ring has to be sent off every 6 months for missing or loose stones. She says that’s my fault because I wear the ring. I suppose it’s suppose to sit in my jewelry box and not that the ring is trash (poorly repaired) just like her attitude. At this point when my ring is returned from the millionth fix I will sell every piece I’ve acquired from here and re-purchase from a competitor.