From the beginning great customer service very knowledgeable about the product theyre selling..11-2-21

Really disappointed, got ripped off on my ring seriously, my engagement ring had to be sized multiple times and I dont even know why we are stuck with it, we bought a setting to make it look nicer and it didnt even fit they never told us that it didnt go with the band. I feel like the lady only wanted a sale, and after that we sent them off to be sized and they had to be sent back because they never informed me they didnt go together and they would have to be sawdered together for the other one to even fit together. Now they have been sawdered together and they look nothing like expected. And every time I look at my ring I want to cry. I will never shop at Zales again ever. They are the worst !!!!

Went in today to pick up my ring that I had sent off two weeks ago to clean. First off nobody greets you when you walk in. When she finally came up to me, I told her I was there to pick up a ring and would also like to see if I could possibly exchange a $2,400 ring I bought the last time I was there. Her expression totally changed and she looked at me like it bothered her that I wanted to exchange, she sat there and inspected the ring, which I understand. But I even told her I haven’t been wearing it because it’s oversized and I was scared of losing it. She went back to the computer and started looking me up and in a condescending tone tells me “ I don’t even see that ring on your account as a purchase”. So me trying to be helpful I tell her that we got it with our Zales credit card thinking maybe this would help her look up the purchase. She then proceeds to tell me “oh that doesn’t mean anything to us that just a loan you got to be able to buy the ring” I’m APPALLED! I had mixed emotions I was mad, sad and offended. So our business means NOTHING to you PAMELA? We have purchased so many things through zales, our wedding bands our godchildren’s special jewelry, every anniversary (10 years worth) birthdays, valentines. I was LIVID I just stayed quiet, and asked her to give me my ring that I was there to pick up so I could leave and I will be back another day with my receipt. Zales please know that I will be closing our credit card and taking our business somewhere else from now on. Thanks to your “PAMELA” if that’s even her real name because there was no name tag.

TL;DR - Average in-person service, they do not answer the phone, and Lifetime Protection Plan is sketchy at best.Honestly my experience with this particular location was quite mediocre. I went in to repair my broken necklace since it was covered with my Lifetime Protection Plan. I had no issues with the in-person service, as everything was handled in an appropriate manner. The problems I had with this location arose when it came to getting my necklace back. (I had to bet my necklace repaired twice because they didnt realized my necklace was damaged beyond repair the first time.) This locations over - the - phone service was terrible, I called over 10 (ten) times throughout the day for nothing. I ended up going to check on my necklace since it was after the estimated arrival date to discover they randomly changed their hours of operation. The new hours of operation were not posted on Google, The North East Malls Website, or on Zales Website. Since they never answered the phone there was no way for me to know of this. After being informed that my necklace was beyond repair and that they could replace it with an identical, they told me that I might have to pay the difference if the value changed from when I purchased it. I always thought if you purchase a warranty that you are supposed to be covered charge free when things go wrong? Thankfully, the price did not change I just was shocked that its possible that you will have to pay out of pocket to use your Lifetime Protection Plan.

Went in to shop for a Christmas gift for my wife. Two women working one helping a lady and the other helping a couple. Not one greeted me or asked to help me when they were done. Worst customer service I have encountered. So I went down to Jareds and bought my wife 1 and a 1/4 diamond studs earrings, certified! If only these two employees had had better customer service skills they would not have missed out on a $3,500 sale

Extremely helpful and I didnt feel pressured into buying a ring

I went today around 3pm to get my rings life time diamond commitment inspection, and the woman that attended me, first she saw me sitting there waiting and she totally ignored me but after a few minutes she was like oh are you waiting for someone? She was a bit nice first but when I told her that I was there for my rings to be inspected, her face totally changed, like if it bothers her and she took the rings like she was mad and I even asked her, is everything ok ? And she didn’t even bother to answer me; When she came back to give me my rings and when I say thank you and I told her Can you clean this other ring for me ? And I could see at her face that she got upset so she took the ring went to clean it with out even talk to me anymore and when she brought it back and I said thank you, she just left and didn’t even answer back .It made me feel so uncomfortable and I saw a nice white young lady and I went to ask her if she could help me because I actually wanted to see a ring and she say yes, if I could just wait for her because she was with someone else at that moment and she asked me did the other lady leave you alone ? and I told her yes and she made me felt like if I was bothering her, and she (white young lady) apologized and said I’ll be back with you . I asked her the name of the lady that attended me and she said the name was Abby .So Zales please let Abby now that she wasn’t doing me any favor inspecting my rings and cleaning the other ring . I brought a 2,000 ruby ring and a 1000 emerald ring to inspect plus the 500 morganite to clean and when I got them, my husband and I we choose zales over other jewelry’s because the unlimited cleanings that you offer and the lifetime diamond commitment. I have been a Zales customer since 2018 and I just wonder if this is how the service is going to be every six months that I have to go ? I use to go to Irving mall and I never had this problem with Ashok and Cindy, even If they new I was there for a guarantee inspection, they always gave me the best customer service . I was very sad when that location was closed. And I just want to say it one more time : that Abby gave me the worst customer service that I ever had at Zales .

I would give the store a NEGATIVE 5 STARS if I could. We ordered rings online 8/20/20 and were told delivery to the store by 10/7/20. That date came and went with no update from ANYONE. We of course tried to call dozens of times and the phone was NEVER answered (we even called while in the store and no one answered then either). Finally we went in and the rings could not be found and the store manager wasnt offering any help except to say its not here. After I insisted for more information with not so pleasant words she called customer service. I decided to do an online chat at the same time and was told it was delivered but the store was closed so it was returned to sender, again No One updated us on this. She lied and said it was a problem with shipping and denied the store was closed. We have cancelled our order and will be taking our money else where. Buyers beware of this store, Customer Service is non existent here!

We did not purchase our ring here, but not every jewelry store is going to have what you are looking for. That doesnt mean our experience still wasnt pleasant. Me and my girlfriend had a wonderful experience, Harper was the woman helping us, and she was very nice, very helpful, and very patient with us. Would definitely be our first go-to jewelry store next time we are looking for something.P.S. We also went to a Zales outlet and received the same great service.

Abby seemed very bothered to answer the phone and was clearly annoyed when I mentioned coming in to get my ring cleaned. When I arrived the three ladies kept their casual conversation going, so while my ring was being cleaned I asked to look at a few others. That seemed to be inconvenient to the employee, who I dont believe was Abby. I would rather drive twice the distance than return to this location.

Hated it. Its sketchy and customer service is trash.

The customer service at this location is awful. The older lady was rude and disrespectful and didn’t want to help fix on ongoing issue with our purchases not showing up on her computer screen. When I asked if she could handle this issue with corporate office then she told me to handle it myself. Told me that I would have to come by another day to catch the manager and wouldn’t make a note for the manager on my behalf. I just want to walk in and get my wedding ring and band cleaned without it taking 30 minutes just to find my purchase on her computer screen.

I got an emerald cut ring with a halo 3/4 carat. I had it on for only 2 days when I noticed one of the diamonds in the corner of the halo had fallen out. I took it in to have it repaired and was told I had to buy the warranty or return it and order it again. I called customer service and the lady gave me her extension so I was able to go back in and get it fixed free of charge. Got it back 3 weeks later, hadnt even left the mall yet and noticed the diamond had fallen out again. I went back into the store, asked for a refund, lady was polite but told me it was dainty so thats probably why it kept falling out. I told her yes but it was also almost 3000 dollars. Anyways, I got a refund and am going to a local jeweler for a new ring.

Abby & Kim over at the Zales in the Mall went over & above to help with a situation that didn’t have anything to do with them. They took a very NEGATIVE opinion I had about ZALES as a whole & turned me back into a returning client in the future.If you’re in the market for any type of Jewelry please hit them upp 🤙🏻

Deon was great. That is the only good thing I have to say about my experience there. Dropped a watch off in December to get the battery replaced and sealed. Its a dive watch so they sent it off and told us it would be back Jan 11. After numerous phone calls over the course of 4 months we finally got the watch back yesterday, April 24. AND they charged us $25 for the repair. I felt it should have been free for all of the grief they have put us through, but my girlfriend didnt want to make a scene. My best advice is DO NOT GET YOUR WATCH REPAIRED HERE! Or for that matter do not shop here. Management doesnt care and has a horrible attitude! Take your business elsewhere! There are plenty of jewelry stores to choose from.

This store has the most unprofessional staff. Natasha is rude and wants to cut off the customer prior to them finishing a sentence. The manager doesn’t seem to know what she is doing. I would never recommend this store.

I called this Zales after having a difficult experience special-ordering a wedding band at another location. I was assisted by a manager named Ron who sorted out my issue immediately and took measures to ensure that my ring would be completed with plenty of time before the wedding. I am so glad that I called them up, because I love this ring and I almost had to search for a different one at another jeweler. Thank you, Ron!

Do not shop at this place! Go to a place where they appreciate their customers more like Jared or Robbins Brothers. Had custom engraved necklace made and they made a huge spelling mistake on it. Told us since the promotion on the pricing is over since weve ordered it and would have to make up for the difference! What kind of place does this!

Great service and selection. Employees are knowledgeable and friendly and helped me pick out the ring I have been searching for.

DO NOT SHOP AT THIS LOCATION!! By far the worst experience I have ever had. The staff dont know what they are doing. They have no knowledge of what happens to items or what the items are for that matter. I went in back in January to get another ring since the one I had did not fit. I wanted to make sure that I got what I need. I went in and the store manager Abby did not even confirm whether or not an actual order had been placed in the system.I wanted to know the status and because no one ever reached out I had to reach out myself. Long story short they canceled the order and never told me because they didnt see it. Seriously?! Why would they not even see it. They were awful to deal with and the personnel in the store werent any better. Just trying to find a way around getting you your money or your product. Will never shop here again.

Deon at this location is the nicest and most helpful sales guy there is. And the manager is very helpful as well when it come to the issues he has to take care of. I will never go to another jewlery store or deal with any other sales person than Deon.

I put 1 star cause you cant put zero stars! This is the worst Zales store ever they need to fire everyone at that store and send the manager the older white German woman with the accent back too her country. Ive never felt so much racism before shopping at a store. Ive purchased thousands of dollars worth of merchandise from this company. But this managers attitude was disgusting. She clearly has a problem with black customers. FIRE her please......

Idk

In line right now for 15 min. They always take so long. I would rather go to Kays but I got my wedding ring here so Im stuck with it. I paid extra to have my ring come in rose gold and after it being 2 weeks late...it came in gold. They were quick to get it before the wedding at least. They are nice, just seem understaffed.

They never answer the phone @ this location

Went there yesterday to purchase myself a rope chain. Thank you Kim for your wonderful service you provided to me.

Cut Diamond 💍 on my wedding 💒 💕

Great customer service and help finding the right necklace!

Its ok

This is a long review so just a quick preview of how long this negative experience has taken (I looked it up to make sure) : Ive had 17 phone calls resulting in almost 7 1/2 hours on the phone, 8 in store visits, 3 Internet chats with representatives, and I STILL dont have everything resolved.If I could give zero stars I would because this has been the worst experience of my life. I bought my now wifes engagement ring at this store back in October 15 and I have never had so many issues with any company, in any industry, EVER.The list of issues Ive had here include every single thing you could possibly think of. This review may make me come off this way, but I am by no means a negative person and do not post many reviews, but going with Zales has been such a headache and I post this with the hopes of saving someone else the heartache.To start off, my ssn was put in wrong and it took five months (6 separate occasions) to change it correctly, my supposed balance is constantly both existent and adding up even though I paid it ALL off back in March. Ive tried fixing this forever un-ending balance practically since I bought the ring l.Make no mistake, every time I try fixing this, I always show all of my receipts proving I made all of my payments on time and that Ive paid in full, yet they STILL say I owe money. I actually received a phone call saying I should call back with my attorney since Ive missed several payments and have an accruing balance.This review is already long enough and since its such a stressful situation there are tons of grammar errors in this review, but everything Ive mentioned is barely touching the surface of what Ive gone through.Zales is terrible. Completely and utterly terrible. This has ruined and tarnished the whole experience for me.SAVE YOURSELF THE TROUBLE. DONT SHOP HERE

Great customer service but not always the best deals you might check theyre outlet to make sure you get the best bang for your buck

For the past month or so Ive had a horrible experience with Zales. Before I start this novel I do want to emphasize that much of my career focuses on customer service so I try and give employees benefit of the doubt when things cant happen the way I assume they would, but I feel like in this scenario the ball was dropped way too many times. Im writing this in hopes that my fiancee and I get some type of reconciliation as our perspective of the brand is pretty much ruined. Everything that transpired so far started at the end of November. My now fiancee and I were shopping for rings, so I went to Zales immediately since my mother is familiar with the brand and has bought many pieces of jewelry from the company over the years. After browsing online I saw this absolutely beautiful morganite ring that I wanted to see in person. Black Friday came around and I thought, Meh, I might as well take a look now. So I went to a Zales store and tried it on. The color and style fit my taste perfectly. I fell in love!Now I am aware that my hands are thin. My ring size is a 4.5 and I would have to have it resized no matter what. So when the salesperson followed up with me I asked specifically if the ring could be resized to fit my thin finger. With no hesitation he said yes and confirmed that it wouldnt be a problem. I went home that night and told honey that my choice was definitely the one. So being the great man that he is, he went in the next day and bought it--with a protection plan. We decided at that point that we were going to be married soon and got engaged. (yay for us!) Of course, the ring he brought home was the display and not a 4.5 so we went back the next day to send the ring off to be resized.A lady by the name of Linda helped us out this time. We were notified that resizing typically takes 4-6 weeks, but if we paid extra we could get it back in 10 days. Excited as we were, we decided to pay extra for the rush order. Because my fiancee had just purchased the ring and protection plan (which included free resizing), the purchase was not completely processed yet so she wasnt able to comp the resize pricing. She said we needed to go home and get our plan number and then come back. I asked her if I could go home and email her the purchase plan number while leaving the ring to save us a trip and she suggested something else instead. She told us that she will have to charge us the fee today, but if we come back when the ring is ready and have our paperwork and id number then, they would be able to void the charge and it would be free. Fair enough. So we left the ring in her care and waited for the resizing to finish. She also told us that there would be notification when the sizing was completed and back at the store.Day 10 comes around and I get a bit anxious. I ask honey to check the status of the ring and online it says that its still processing. At this point Im not too concerned since even mail tracking doesnt update until its been delivered this time. The next day we check the status again and see that it hasnt changed. This time, honey calls the store, and then calls me to deliver the bad news.1) The ring is back, but is still a size 7. The jewelers said that they can only resize 2 sizes down from the original.2) What Linda told us was incorrect. We could not get the charge voided (had the ring been resized) upon the paperwork present at pickup. 1/xIm pretty upset at this point. I asked to make sure the ring had the ability to be resized prior to purchase, as it effects my ability to even wear. We also chose to pay an expediting fee, but had no communication about the ring arriving back at the store or anything at all for that matter. But theres more. I get a text from honey a few minutes later stating that the original salesperson, Natalia, had left a voicemail apologizing and stating that she had already special ordered a ring in my size and that I can wear the original as a loaner until my ring comes in. Well, okay fine. That is a much better alternative then being out of a ring.

Nice customer service.

The staff at this location is friendly and helpful.