Zales.com Customer Service Issues

I sent an email to Zales expressing my concerns about a recent purchase I made on their website. After receiving a confirmation from PayPal for the payment, I noticed my Zales order history was empty. I attached the email confirmation and a screenshot of my account post-purchase. I use the same email for Facebook as I do for my Zales account. I am seeking clarification on whether my order for the ring went through or not as I do not want to be charged if the purchase was not processed. Thank you for addressing this matter promptly. - Matt.

I placed an order for a necklace with my daughter's name on it on December 9, [redacted]. I got the confirmation but no shipping email. After calling last week, I was informed it was still being processed. I reached out to Zales customer service twice this week. The first representative mentioned they had until December 22, [redacted], and the associate yesterday said it might be mailed on December 21 or 22. Today, I spoke with Megan from customer service who mentioned she contacted another department to track my order. She mentioned it is still early on December 22, [redacted], and I might receive it before Christmas. I am disappointed as this is a gift my daughter wanted. My order number is #[redacted][redacted].

I have been a Zales customer for 20 years and am a senior. I emailed [redacted] twice about my complaint but did not receive a response. I used a $50 gift certificate to buy 2 sets of earrings online, paying mostly with my debit card, and tried to exchange one pair at a local store. I was told to make a new purchase and wait for a credit, which was inconvenient. I received a small amount back to my debit card and an email with a picture of a $50 gift card, which I can't use or sell. I expected the full credit back to my debit card. I am disappointed in Zales' actions and lack of response to my concerns. I hope to receive the full credit back to my card promptly.

I recently bought an engagement ring and wedding band at the end of April or early May. Unfortunately, the diamond on the engagement ring fell off. Additionally, despite expressing my desire for both bands during the purchase, only my husband's band was sold to me by the sales lady. I was assured that all three rings would be ready by our wedding on May 17th, but when I went to pick them up, I discovered only two were prepared. It was distressing not to have my wedding band just days before the ceremony. I believe there is a need for better training for your Sales Associates to ensure they understand and fulfill customer requests accurately. I kindly request to have the stone reattached to my ring securely. Thank you for your attention to this matter.

I have purchased several expensive items from Zales and now need some repair work done. The Zales store in Lincoln, NE has been giving me various excuses and their salespeople seem indifferent to my concerns about taking my business elsewhere. Today, I brought in a piece that my appraiser said had a loose stone, but the staff wasn't honoring their previous commitment. Ten years ago, Zales staff insisted on soldering my rings together, claiming they would be responsible for any issues with the smaller stones. However, today they are refusing to take responsibility for a small diamond on my wedding band. I have been a loyal customer, spending over $20,[redacted] throughout the years, but now I am very disappointed and will not be returning to Zales. There are surely other diamond stores that will provide better service.

I visited Zales store #[redacted] at the Old Hickory Mall in Jackson, TN, on August 18, [redacted], to resize my 35-year-old men's gold wedding band. Even though my size was 9.0, the 9.5 sizing ring felt tight and 10 was too large. We opted for 9.75 without trying that size. When I retrieved the ring on 9/8/[redacted], it was still tight, between 9.5 and 9.75. I requested a size 10 for the initial $57.99 + tax, but they insisted on charging the same amount again for the correct size, offering a 10% discount on the second payment. Being 75 years old and on a fixed income, I struggle with the double charge. I believe asking for a size 10 to rectify their resizing error is reasonable and fair.

I left my combined engagement and wedding band at the local Zales store for repairs due to worn inside metal. Initially quoted over $[redacted] for the work, I agreed. However, after a month and two attempts, the rings were not fixed properly. The repair shop only completed partial work, charged for unnecessary services, and altered the ring size. Despite resizing on the second attempt, the inside metal issue remains unresolved. The store manager now mentions needing a new estimate, even though I already paid for the initial repair. This ongoing ordeal with Zales, a store we have been loyal to for years, has been our worst experience yet.

I recently visited Zales at Potomac Mills and purchased a necklace for my son. While there, I asked the sales associate to clean my rings. Despite her friendliness, she got sidetracked, forgot about my rings, and only handed them to me after I reminded her. I noticed they were still wet and hadn't been properly cleaned. Shortly after wearing them, I developed an itchy, red, irritated area on my ring finger that hasn't gone away despite trying various remedies. Even after a surgery and a course of antibiotics, the issue persists. This problem only started after my visit to Zales, and I've never experienced anything like it before. I'll have to consult a dermatologist now because the irritation is ongoing. I wanted to bring this to your attention as it's affecting my ability to wear my wedding band comfortably.

In November [redacted], my spouse and I purchased a ring and a watch. Unfortunately, three diamonds have fallen out of the ring within a year. Despite two replacements, I faced another loss within two weeks. We have the ring insured and regularly inspected, yet the quality has been disappointing. Additionally, the watch my husband got has started tarnishing already. The jewelry's poor quality has left both of us unsatisfied given the prices we paid. Now, I'm hesitant about the earrings he got me for Christmas. If the durability of our purchases reflects your jewelry overall, I'm concerned. Waiting another 2 to 3 weeks for yet another repair is frustrating, especially as an avid jewelry enthusiast who has never experienced such issues. I hope for a resolution to avoid losing diamonds frequently and to have a long-lasting watch that maintains its color.

I contacted to cancel order number [redacted][redacted]. After a 20-minute hold, I was informed that the cancellation request was submitted, but there was no guarantee. I was expecting an email confirmation that never arrived. After a 30-minute wait on a callback, I was told the request was sent but the order was not canceled. A subsequent call today confirmed it was still not canceled. I am puzzled as to why the company would proceed with sending out an item if the cancellation was not processed in time. It seems implausible that the item was manufactured and dispatched so swiftly between the purchase and my cancellation attempts. It would be appreciated if customer service could verify the cancellation status instead of giving me the runaround. Could you please ensure the cancellation of my order? Thank you.

I've been struggling to reach customer service, waiting on hold for 45 minutes three times without success before attempting the live chat, which was also unhelpful. I'm trying to track my order placed on November 29th, but the website says tracking is unavailable. The order number is [redacted]. I'm anxious to know if the gift will arrive before Christmas or when it's expected to be delivered. I need to plan to be home as it's an expensive item.

I placed an order on Tuesday, December 17, [redacted], for a diamond heart pendant with "Mom" in the center of the heart. However, the charges have not been processed by my bank, and I have not received any confirmation of my order. I made the purchase online as a guest, and I was not prompted to provide any contact information, aside from using my personal cell phone during the order. Yesterday, I attempted to reach customer service by phone but was on hold for 58 minutes without being assisted. I would appreciate it if you could provide me with a reliable contact to inquire about the status of my order. Thank you.

I placed an order for some jewelry two days ago, expecting it before Christmas. It's the night of December 22nd, and my order status still shows as unknown, leaving me uncertain if it will arrive in time. I am disappointed as I won't have a gift for my wife now. My order number is #[redacted][redacted]. I have been attempting to reach out to your customer service but haven't found a way to contact you. I would like a refund promptly as I no longer wish to proceed with my order, considering the lack of communication. This experience has left me quite dissatisfied, and I am a 63-year-old disabled veteran who finds it challenging to shop in person. Your prompt attention to canceling my order and processing a refund would be highly appreciated. Thank you, Daniel R. Gonzales.

I dropped off a ring for repair on December 2nd, and it still hasn't returned to the store. It took numerous phone calls to figure out the situation, and today, I was informed that the ring is lost during shipment. This ring is valued at over $[redacted]. I'm seeking answers from the management to understand the next steps after the item has gone missing in transit. My name is Leonard N., and you can reach me at [redacted]. I would appreciate a prompt response considering my substantial purchases totaling $[redacted] at your stores. The poor treatment I've experienced in the last month has made me consider returning everything and switching to another jeweler. Thank you.

I ordered a necklace online for Christmas on the 20th with the expectation it would arrive in time. After contacting customer service via chat today, I was advised that there will be a delay in shipping, and they were unsure when it would be sent out. The only suggestion given was to buy the same necklace in-store and then refund the online order once it arrives. This defeats the purpose of online shopping for me, as I prefer the convenience of having items delivered. Consequently, my wife won't be able to open her significant Christmas gift on time. Consequently, I won't be making any future purchases from Zales.

I have a serious complaint regarding a ring my boyfriend bought from your store. When we went to have it resized at the Arlington mall location today, I encountered a lady named Miriam who was extremely rude. She loudly announced that the ring was purchased from the clearance section, making us feel discriminated against based on our appearance. My boyfriend had just finished work, so he was in his work clothes. I felt uncomfortable leaving the ring there after this experience. No one should be made to feel the way she made us feel, regardless of how we are dressed when we visit the store.

During the Christmas holiday, I visited Zales at Westmoreland Mall in Greensburg, PA, intending to purchase a 20-inch gold chain ([redacted]4) originally priced at $[redacted]. With a 40% discount, the price was reduced to $[redacted]. Additionally, I had a $[redacted] off coupon for items over $[redacted], lowering the price to $[redacted]. Despite meeting the coupon requirements, the sales manager, not Debbie, declined to honor it. After negotiations, they reluctantly agreed to a $50 discount but refused the full $[redacted] as stated on the coupon. I found it disappointing that Zales did not fulfill their offer. I decided not to proceed with the purchase and will explore other jewelry stores for future buys. Thank you for understanding.

I welcome you to reach out to me for further information, but here is a brief overview. I'd appreciate speaking with someone, or else, I will share this concern on the Google Reviews for Zales. During a visit to the Mall of America store today, I came across a 2-carat diamond on sale for $[redacted] with F color quality according to the GSI card details. I requested to view the GSI report number engraved on the diamond, as mentioned on the card, but the manager was unable to locate it. Despite his 30-45 minute search with a microscope, he couldn't find it. Since I had already purchased the diamond, he issued a refund. However, when I inquired about buying the same ring with an etched GSI number, he said it wasn't possible. Similar diamonds in store were priced at $12,[redacted]+, leading me to suspect that the ring was not authentic as it lacked the expected etched number. It seems likely that the store staff were aware of this discrepancy. I see this as a potential scam given the exclusive offer on a single ring and the inability to provide another. Thank you, Jan B.

I placed an order for a diamond ring on November 26, [redacted], with the store using order number [redacted][redacted]. They assured me I would receive an email notification upon its arrival, mentioning it could take 3 to 4 weeks. Despite waiting, no email confirming the store pickup was sent. Surprisingly, on December 29th, I received an email stating a return, which I did not intend. I never considered returning the order. Due to the lack of communication via email or phone regarding order pickup, I missed out on it. How do I cancel this return process? Please, stop the return, as I would like to receive my order as initially planned. Thank you.

I brought my ring in for repairs in August [redacted] to add some missing baguettes and re-set the crown. However, the entire crown fell off in October [redacted] and couldn't be found. When I returned to the Zale's store at Topanga Mall in West Hills, CA, the staff informed me that the person who initially assisted me was no longer there and my 30-day warranty had expired. They suggested purchasing a new ring worth $[redacted] and transferring the diamond from it to my original ring. This was distressing as I have had the ring since before my marriage in [redacted], and losing the entire crown was unexpected. Due to medical issues with my daughter, I had to delay addressing this matter until now.