Where do I start this is by far the best Zales store that I have ever been to. The specialist are very friendly compassionate and understanding.This has been our Zales store for little over a year we have purchased many pieces and just can’t stop coming for more.When you walk in you’re always greeted with a smile.Customer service is a 10, you can’t begin to understand how much this means to a person when they are searching for their forever diamond 💍 they are always helpful and informative on every piece. They are not pushy or aggressive they genuinely want you to find what works for you.Aracely, Sarah and Ms Patty are amazing and I promise if you make it into this store you’re going to love the treatment you get. Thanks again ladies I will for sure be back.Customer Service .10Jewelry Selection .10Diamond knowledge .10So many 10s to give if you’re in the area check them out.

I was previously a longtime fan of the Zales brand, but my recent experience has caused me to want to permanently cut ties with this company. Over the years, I have purchased several necklaces, rings, earrings and bracelets from the jeweler. My engagement set was purchased at Zales (Celebration collection) and the brand held a very dear place in my heart, but I will not tolerate micro aggressions and disrespect after spending thousands of dollars here.Back in late April, the Zales in Rockwall was running a huge Mothers Day Special, and one of the big sales items was a BOLO bracelet. I really loved the bracelet, and decided to move forward with the purchase. The purchase was made in store, and unfortunately there was no more inventory in store for the bracelet, so they let me know they placed the order and it would arrive in two weeks.As promised, I received a call a couple of weeks later to confirm the order was ready for pickup. Later that week, I wore it for the first (and only) time to a wedding. The next week, I went to put the bracelet on again, and to my surprise the bracelet split in half! Surprised, I brought the bracelet back to the Zales store the next day. The manager, Aricely, helped me with my initial order, and helped this visit as well. She examined the broken bracelet and determined that she would just order me a replacement. Before leaving, I asked her if she needed my bracelet, and she told me no.Months went by, and I realized a few weeks back that I never received a call to let me know my replacement came in. I called and spoke to a staff member that wasnt very friendly at all, but did confirm that the replacement was in and I could come pick it up anytime. When I asked if I needed to bring my old bracelet, I was once again told no.Last Saturday, I came in with my daughter to pick up the bracelet. After being given the bracelet, another staff member abruptly stopped me from leaving and said that she needed to look up something. After talking to the staff member, she came over and said we need the old bracelet first. After removing the bracelet from my arm as if I was a common criminal, the manager that initially helped me was on site and came over to help.As they looked through why records, I reminded the manager that both her and another staff member told me that the old bracelet was not needed. Her response was, we would never tell you that!I did not understand the concern for the bracelet since the Manager herself confirmed that she remembered me and the broken bracelet. In addition, I was extremely upset that she would accuse me of theft in the presence of my child and customers. I called customer care while I was there, and ultimately was able to leave with my replacement, but it doesnt sit well that a) I have filed two complaints with their customer care and have not received any follow-up and b) I have located the broken bracelet to bring in, but no one at the store has answered the phone (although Ive tried calling every day).This is completely unacceptable. Will never buy any more jewelry from them.

Actually a zero star. Husband bought me a bracelet for Christmas. The clasp was broke. I requested a replace item-after all he paid for a NEW item. When I was finally able to reach them to see if it was in, it was completely different. Had to send mine to be repaired, its been a couple weeks now & still not back. He paid FULL PRICE for a damaged item, and we cant even have that. This location has NO integrity, they should have expedited the repair since it was sold to him broken, not a warranty issue. I cant get them to answer the phone to tell me why the return of my item is 4 days late. They are lazy and do not care about the clients. I have actually sat in the parking lot and called (I could see there was no customers in the store) and the ladies standing around wouldnt even pick up the call. They are horrible, I am disgusted in their customer service. I will never go there again.

I took in a repair for my necklace that broke. I took it in March 6th- Today is April 29th. I still have not received my necklace. Never again will I purchase from here.

Great staff will show you the enitre store if needed. I came 15 min before they closed. It was raining and cold. They stayed 1 extra hour just to show me the selection. Ive been to several stores for diamomds and they were the best service wise to date

I will never come back to this store. Just as bad the mesquite location.

The staff is friendly, but overwhelmed. The staffing here is way below what they are capable of handling. We sat over an hour waiting to be helped. The store needs at least 4 people on a sat with the pace the current team moves. I’ve also tried calling for the past 10 days about a dozen times and nobody answers. They simply are understaffed. Hire some help for the sales team!!!Only giving 2 stars cause the staff is friendly and helpful when they have time. This is a lack of managerial oversight.

Excellent store with fantastic, personal service.Selections were spot on and the layout was good. It is a bit smaller than other stores I frequent, but nonetheless it had what I was looking for.The sales person, Sara Boston, was extremely pleasant, did not rush me, and was very professional and even more attentive.I am very pleased with the product and service and will return AND will also recommend to my friends & associates.

Worst ring buying experience Ive ever had in my life!!! Went to the Zales outlet location off I-30 in rockwall. Arrived at 4ish (because of work) and sign said they close at 5 so we had plenty of time. My wife and I went in looking to purchase wedding bands for our upcoming wedding in a couple months. Sara gave the worst possible service. We were both torn between 2 rings. We went in on the last day of the current promotion which was 40% off plus and additional 15% off which is why we were wanting to buy that same day. While still deciding, Sara asked to see the rings (currently in my hands) and walks away only to return with a business card with prices on it and walked away to put the rings up. I clearly was trying to buy and when I told her I wasnt done she said they were closed! I felt disrespected and unworthy as if my money wasnt good enough. We got up to leave and I forgot the card she gave on the table. When I can back to knock to get the business cards, sara told me no!, but eventually went to get another card. I contacted corporate and was told the district manager Sam Butler would contact me. Took over a week before I was finally contacted. He persuaded us to give Zales another chance and he would not only match that promotion but additionally make us happy. We went into the Town East Mall in Mesquite location and found a couple rings we liked. I contacted Sam again with the prices and item numbers and he told me the store manager would contact me with prices. After another week I was finally contacted by Store Manager Charles and was only offered the current promotion of 30% off plus an additional 10% per the DM. Why would I pay for a ring with less of a discount then when the 1st day I walked in and was treated horribly? I was told by the SM that he would contact the DM and call me back. Again another week goes by and no phone call back. I have to reach out multiple times before I reach the DM who after talking, tells me they are running the same promotion of 40% off plus the additional 15% for the labor day sale. So now I can literally walk in and get the same discounts as the 1st time except now Ive wasted a month of Hassel and frustration. I feel like they did not try to earn my business and honestly did not want to redeem themselves from the horrible way we were  treated by Sara. No follow up calls were made so I felt as if we were just swept under the rug.They have lost a life long customer and I will not recommend Zales to anyone. They have ruined our wedding ring buying experience and have tainted this memory. When we look back at our ring buying experience in the future, we will not only be haunted by this whole horrible experience but will be disappointed that a multi-billion dollar company that strides it self on providing the best ring buying experience can treat life long customers in such a manner.  Shame Shame Zales!

I got a call about my rings being ready and the first call I got was during church so I couldn’t answer. I got another call 40 min later and I didn’t hear my phone ring. It was 10 min after that last call and I have been calling over and over for the last 2 hours and have not gotten an answer.

Went looking for a wedding band and ther staff was extremely helpful. She was patient and kind, and provided the details of the ring so we can get it once weve made our decision. The ring was 40% off today, too, so great value.

The map says they close at 9pm today, but we showed up at 8 and theyre closed. They have a sign saying they close at 8pm today which is not what the map says.

The clerks are very helpful. They have good prices on jewelry, plus sales discounts often. They have a great warranty program, protecting your purchases against lost stones and providing free sizing.

This is the minimum amount of stars that would let me press submit by Google. All I needed was my Citizen Navihawk repaired which means they had to send it to Citizen direct....that was March 3rd, this review is written on July 27th. They won’t answer the phone now, when they did (twice since March) they were rude on the phone and could not even tell me where my watch was at. The first representative I spoke to even said she couldn’t find it in the system or in the store and that I was mistaken that I even dropped it off. This was a 600$ anniversary gift from my wife and they don’t know where it is and are still going to charge me 267.00$ for a stupid band replacement. DO NOT BUY FROM HERE

Store hours say they close at 5pm. Says so on a printed paper on the window. 4:30pm and they were already gone and lights off. Nice.

They are never open/closed when they say they are going to be. Due to the pandemic they close from 2-3 for a deep cleaning, so they say... I have drove over an hour multiple times outside of the cleaning time, and they are never open! In order to clean, shouldnt someone actually be visible in the store cleaning?? And dont get me started on them never answering the phone.

Stood there for ages..they didnt serve me..Left and went elsewhere...I didnt look rich enough..Typical Rockwall

My sweet husband told me to come look around and buy an upgraded wedding set if I saw something I liked or wanted.I had an idea of what i wanted and waited several minutes.Nobody greeted me, said theyd be with me shortly or anything. So instead of spending several thousand dollars here, I will be going somewhere where I am acknowledged and at least said hello to.Zales loss.

Great customer service and beautiful selection!

I took my daughter to Zales to pick out her engagement ring. We were greeted immediately by the nicest of ladies and told about all the in store sales, followed by asking us how she could help us. We introduced ourselves and explained our goal, including the budget and my daughters specific likes and dislikes. She appeared genuinely interested in helping make my daughters dreams come true by locating the perfect (and absolutely stunning) engagement/wedding band while honoring my future Son-in-law budget. The entire event was wrapped up in a timely fashion and my daughter is ecstatic!

I have bought my wifes anniversary necklace here 4 years ago. The staff was very nice and polite. I did send her necklace in for repair and the jewelers they used at the time didnt fix it correctly and broke and we lost the cross but found the box chain necklace. So I went and told them about it at the store. So they replaced it for me with a new cross. Im glad that I bought the insurance for the cross & necklace. When you buy anything from Zales make sure you purchase the insurance, its worth every penny. Need to have your jewelry cleaned, done at no charge if you purchase the insurance. I have also bought her another necklace here last year for her birthday.

Patti and Sarah were so helpful and really showed that they cared about my buying experience. They were so patient and helpful. I’ll definitely be coming back here again!

Poor customer service and they do not answer their phone.

Just left the store and I’m very surprised at the rude service me and my wife received.As we walked in it started getting pretty packed in the store. I didn’t catch the guys name but it was the only Hispanic male in the store on feb 3rd 2019 at 2pm. We told him we wanted to get her ring resized and cleaned. We didn’t know we needed our paperwork we received when we bought the ring a year and a half ago. He said he could possibly look it up but (he points around the room) it puts me further behind as you can see..... We didn’t want to cause a scene, so we decided to tell him no thanks and left the store.

I bought myself a gold mens ring here; Paid outright for it. Because my finger joints are large, the ring spun too freely. I took it back and paid to get gold bels put on the ring to stabilize it. Zales put the stabilizers on the ring and I was satisfied with the work. However, Ive since taken a Steinhausen gold tone watch to this Zales Outlet to get a battery installed and to look at watch bands for this watch. They couldnt/wouldnt do the battery installation nor do they carry watch bands. This Zales is very limited in their capabilities.

Zales Jewelry stores will never have my business ever again, what a joke! Had my wedding ring soldered and checked a year ago, the solder didnt hold and a month after I had it checked I lost a Dimond (and ended up paying for the lost dimond)even though I wore it for 3 years prior with no problems🤔😬, just wanted to warn everyone! They couldnt do any thing about the solder either because it is past the six month mark!!!!! I would also give them no stars if that was an option!

I have had horrible experiences with Zales! My husband and I bought both of our rings from here & we have had several additions/changes/fixes & each time we send it in, there is ALWAYS an issue. They never get your rings back when they say. They wont answer your phone calls. They have called me & told me my ring was finally ready (after promising it would be ready several different dates before) only to discover that it was partially done (for instance, the ring was polished but the band & ring were not soldered together as requested--- the main thing we needed done!) Several horrible experiences here. Would not use them again. They are always so nice, but the words become meaningless when they just never come through! Disappointed.

Very helpful. Good prices.

Will not go back!!!

Have gone to this Zales 4 times to have jewelry fixed. 2 of the 4 times I had the same rude sales woman. My mom had the same problem with this woman. She acts like anything you need help with is a huge inconvenience. Awful!The other two sales associates were wonderful.

Me and my husband went in to get me a new wedding ring since we had barely any funds to get me one when we first got married. Well we told them our budget and the lady still tries to push there most expensive diamonds at us. We told her we couldnt do that and so she showed us the sapphires haha if I can even call it that. Well I had to get it resized and it didnt look cheap when I looked at it the ring itself. It was actually beautiful. Well I came back to pick it up 2 weeks later and wore it for 3 HOURS and it not only turned my finger green but it was scratched. I was so upset. And then when I returned it the lady who sold it to us was trying to not give me our refund until her manager got involved. And the manager said none of it was my fault thats why I give it two stars. Because of her. She was so nice about it. Anyways the lady is still being rude and the only metal I am allergic to is cheap nickel in Sterling silver. This ring looked cheap and smelled cheap. She said there is no nickel in thier jewelry. LIES. Woke up today in hives on my finger. After 3 HOURS ONLY. Lets just say never going back. Especially to that lady. She has short hair. I dont remember her name I wish I got it.

Great Staff, Amazing Jewelry, Awesome Prices

Helpful people

I dropped off my wedding band on 2/24 they told me it should be in on 3/16 or I could pay an extra $35 to put a rush (radiculose). I go today at 6pm to get my wedding band and it wasnt in bc the jeweler hadnt made his delivery yet. Are you serious! Ive been waiting almost a mth for my band to get size and I go in to pick it up and its not ready!! I will NEVER go back to this Zales. The only reason I went to this location is bc it close to my work. Now I have to wait another day and go back on my lunch break to get my ring. Very upsetting. The lady that helped me could have notified me when my ring was going to be ready itll be late in the evenings when they they get ready to close!

I was definitely about to spend some money for my wifes birthday, when I walked into the store no one greeted me and after waiting awaiting a while someone finally said well be with you, but that was as I was walking out the door.

Great customer service from Leslie!

Not happy. When I went in to get my ring fixed that broke at the point they resized it. they wanted way to much then they said it was missing diamonds and couldnt repair it unless the diamonds were replaced. When I took it to another jeweler they found no missing diamonds. No stars would be my choice.

Great Customer Service......stop on by

Maria at the Rockwall Zales Outlet was the worst. She clearly does not enjoy her job, and made picking up a ring seem like it was the biggest inconvenience to her. Will not be returning to this outlet location.

Everyone is sooo nice there

They have other options to explore for purchases versus opening up a credit account with them.

Seriously? Its jewelry.

They will only repair what was bought from them!!