Zales

Hi,
I had a terrible experience at the Zales Outlet in Allen Tx today!!!
I first wanted to see if this could be resolved through messaging because customer service never called me back, but if it is not handled through here I will post publicly on Facebook and google!!!
I upgraded my diamond ring at Zales Outlet in Allen TX in November 2023 and didnt pick it up until December 16th 2023. I was told when I picked it up that I had a lifetime diamond warranty and if I didnt like or needed to exchange it or return the ring I could as I had 60 days to do so.
This past Monday my center diamond was gone, I messaged Jafri who sold me my ring and told him that I dont shower in it or sleep in it nor do anything to hurt it and the quality of this expensive ring wasnt acceptable and I wanted to return it.

He told me I could I just had to bring it in.
So today I brought it to the Zales Outlet store in Allen TX which is 2 hours from my home!!!
As soon as I told the one lady who I was the manager who I cant remember her name, rudely came up and said that Jafri had already told her I was coming and before I ever said anything she said all we can do is fix the diamond!!
I told her that was not what I was told and didnt drive 2 hours to just have it sent!! I explained to her what Jafri had told me and she said that wasnt true and I had purchased the ring in November so my warranty was up!
I told her that I didnt pick the ring up until December 16th which I was told that day was when the warranty started and my issue with the diamond falling out happened on Monday and I work Mon-Fri and wasnt able to drive there until today. She walked away and said she would only fix the diamond.
She walked away and went to help another customer as I was calling the customer service who had told me on Monday as well that I would be able to return the ring. Which the manager said you should have a case number and if you didnt then you didnt talk to anyone!!

I told her I didnt have a case number nor was told to write anything down!
Jafri came over and told me that the diamond had to be replaced before I could return or exchange the ring, and that once it was repaired and back at the store, I could exchange it or return it.
I couldnt get anyone in customer service to answer and left my number to return my call but no one ever called me back.
I waited over 30 mins to talk to the manager again, and I told her what Jafri had said before he went to break, and in front of customers and staff she told me I was lying and that she was right there by him when he talked to me!! I told her no maam you walked away and went to the front to those customers and before he went on break he told me I could have it fixed and when it came back in I could then exchange it or return it!! She then said to me no he didnt, and I want you to wait until he comes back from break so he can tell it to your face what he said! I told her I wanted her to hear it from him because I wasnt lying and I set the ring down on the counter and told you know what, heres the ring, keep it and Ill just call my bank and dispute it, and started to walk out.

She then walked after me and told me that if I continued to act like that then she would ask me to leave!
I told her to just fix the ring but I am not a liar and I wanted what I was told would be done there in the store and before I brought it to the store, when I talked to customer service and Jafri this past Monday!!
I was in tears and had everyone in the store looking at me and I did tell them they shouldnt do business there because how I was treated was unacceptable and unprofessional!!
Jafri came back finally and she told him to tell me what he said and that he didnt say I could return the ring or exchange it once it was fixed. At first he said, no I said you could trade it in once it was fixed and I about had a heart attack!! I said oh no sir you didnt!!! I told him exactly what he told me that once it was fixed I could then return or exchange it and then he said, okay, well I slipped on my words but thats not what I meant!!!
I was baffled and shocked!!

I told him rather he slipped or not he still said it and I didnt like to be called a liar and told in front of everyone that I wasnt told that when I was!!!
I told Jafri and the manager that they could fix it but I would be returning it like I had been told not only on Monday but there in the store that afternoon, and I would be reaching out to whomever I could because of how I was treated.
While the manager was trying to get everything entered in the system, she then said that my ring didnt come with a diamond bond!! I told her that Jafri told me when I picked it up that it did, unless that was a lie too, and she didnt talk to me she just searched and searched and chatted with customer service on the tablet, and a staff member Notion came over and told her that the ring came with a diamond bond and it wasnt an issue, and she was like Im talking to whoever to find it. Like your the manager and another employee had to tell you this?!!
Anyways, I have never been treated like that and after this ring is returned I will never shop at Zales again!! We have only ever bought our jewelry from Zales and have spent a lot of money in your store over the years, but this will be the last time and I will not recommend Zales to anyone!!
Please help me get this resolved!!

I want what I was told on the phone and IN THE STORE! That I can return this ring and be done!! I was embarrassed and made to look stupid and like a liar, which they ended up looking stupid as well because the manager found out that Jafri DID tell me that I could exchange or return the ring when it was fixed because she was so sure he didnt!!! Ugh!!!
My blood pressure has been elevated all evening and my head is hurting so bad!!

Just please, please, please help me resolve this issue!! And Im sorry if I sounded like a broken record but Im so upset and disappointed!

Lady helped me place a online order because there website wasn't working. I ordered a wedding ring because I'm getting ready to get married and I was told my order would be shipped from the warehouse to the store nearest me and I'd be able to pick up Feb 23rd.

I went to the store to pick up only to be told the item hadn't arrived yet and they were unsure when I would receive it. Called the customer service number and was told it was shipped to the wrong address even though my confirmation email has my correct address and the stores correct address. The lady told me that it had been shipped to possibly someone else home because someone signed for it. As the customer service rep did more digging on my case i wss placed on hold but she did keep checking in, the phone ended up disconnecting on her end and when i tried back the office was closed!

Nobody even tried to call me back, now its Saturday morning and i have to wait till Monday to continue my fight for justice.The crazy part is the store is in Columbus ohio but it was shipped to Groveport ohio and they don't sound the same or spelled the same so not sure how a mistake like that could be made. I was then told it would be 14 business days for a resolution. I just don't understand why they can't just reach out to the warehouse and have another one shipped out, I feel like I'm being put in a bad spot and none of thus is my fault. I don't understand why I have to wait 14 days when all they have to do is ship another one out and UPS and them can haggle over the other one.

This is a nationally known store and how you treat your customers like thus is beyond me. I can't even contact UPS because I don't have a tracking number.

I don't want my money back I just want the ring. I'm getting married and my husband's ring is somewhere in GROVEPORT OHIO!!!

My wedding ring is purchased at Zale's In Temple Texas. We purchased the lifetime protection plan.

A couple weeks ago I went in to get a necklace repaired( purchased at zale's, Also have had to have numerous repairs on everything from breaking to the clasp not latching.) The sales lady offered to clean my jewelry while I waited. She found two loose stones and a chip diamond in my wedding ring. She said it was covered under the protection plan. And did I want to get repairs.

I told her I did want to get the stones tightened but that I did not want to get the diamond replaced, It was my wedding ring and I did not want to change anything on it. She said no problem.

Got it ready to send off, Ask the man who worked there what she needed to put in the notes to have only the loose diamonds tightend and not replace the chipped one. The guy told me that was not an option. That I would have to buy a new diamond, I told him I had the protection plan.

He said that because I had missed and inspection on the diamond that it was void. I again told him I did not want that diamond replaced, I didn't want anything changed in my wedding ring. He told me they were an all or nothing repair service. And then if I did not buy a new diamond , they would not do any other work.

And not only do I have to buy a new diamond for the ring that is supposedly under a lifetime protection plan. THEY ARE GOING TO KEEP THE CHIPPED DIAMOND, THAT I PAID FOR. I told them that was an unacceptable , and left. He was extremely rude and not the first time he had been rude.

I had never heard of a diamond chipping or breaking , The only thing I could find that it either already had a flaw, Or that it was a sub par stone. I contacted customer service and they also said.

Because I missed an inspection I would have to purchase a new diamond for the ring, They would be keeping the chipped diamond. And if I did not do so , they would not repair any other part of the ring. And the fact that I had purchased a protection plan and already paid for the diamond that was in it did not matter.

This was not the first problem i've had with getting jewelry repaired at Zales. We had stopped purchasing jewelry from zales because a few years ago I sent a bracelet offer repair and they lost it. It took me six or eight months to finally get that resolved, And they did everything except for handle the problem, they drug their feet, passed the blame around, didn't return phone calls. It was also not the first time that the man in the Temple store had been rude.

I purchased a bracelet elsewhere and took it to Zales to have it engraved. As usual the ladies in the store were very nice and helpful, The sales lady was getting it ready to send off, The same man took one look at it said we don't engrave that type of bracelet and you won't find anybody that will.( I had already talked to the Zale's 800 number. And they had told me that they did do it. Just take it in to my store.) I take it the next day to another jewelry store in town.

They engraved it and I had it back in five days. They did a beautiful job. No problems.

So to recap. We buy wedding ring from Zales along with paying for the Lifetime protection plan.

Need repairs on two loose stones and a chipped diamond. They tell me I will have to buy a new diamond, They are going to keep the diamond that have already paid for. Or they will not repair any part of the ring. Everything I could find on why a diamond would chip is that it is either sub par or already had a flaw.

Which is probably why they want to keep the chipped one.SO BUYER BEWARE, YOU MAY NOT BE GETTING THE QUALITY STONE YOU ARE EXPECTING. AND THE LIFETIME PROTECTION PLAN DOES NOT COVER WHAT YOUR TOLD IT WILL COVER.

IF YOU HAVE TO REPLACE A STONE OUT OF POCKET THEY WILL NOT GIVE YOU THE STONE THAT YOU PAID FOR BACK. AND LAST BUT NOT LEAST CUSTOMER SERVICE IS FINE UNTIL THERE IS PROBLEM.

Broken engagement ring with warranty and said I have to pick a new setting with the same value as they quoted me 5 years ago, and then I have to pay the difference because the price of gold went up and then pay a new warranty fee based on the new ring based on that value. And they will keep my original setting.

My setting was custom made and I love it and there no others like it. Ive had it sent out 3 times already and one time because they messed it up and one month later the ring breaks. Gail had no empathy and was just likewell all that can be done is pick another setting. Hello!

This is sentimental to me, husband had it made from them. She tells me to pick a setting from a book? What? From a book?

So I do pick 2 and she tells me she cant give me a price because she has to call for pricing. I said thats ridiculous. I said I cant even try them on to see them. She said you can wait until April when we have an event.

April?! She said or you could call other Zales to see when their event is. She was rude and insensitive and of no help. She tells me she will call on Monday with the pricing.

You know everything will be a *** of a lot more money then when it was purchased in 2018. Monday comes and goes and I get no phone call. Tuesday I call and shes too busy wit another customer and has a worker tell me that the prices arent here yet because Gail is waiting for the vendors to call her back. Yeah right.

Im pretty sure she never called. No prices in the store? No settings to try on in the store? Shes the manager and then tells me to call customer service with my concerns.

I want the number to corporate. This is a sentimental issue with a manager who cares less about pleasing or empathizing with her customer.

Very disappointed in the soldering work done on my wedding rings. My husband purchased me a second wedding band in December 2022.

I took the rings in for the new band to be soldered I'm January 2023. I was taking my ring off and heard something hit the floor at first I didn't know what fell to the floor, the band rolled underneath my desk but it wasn't until I was putting my rings back on that I discovered it was one of rhe wedding bands that came apart from the other rings. I googled the store I'm Penn Square Mall for the store hours and it said the store opened at 10:00am. I arrived at 10:10 and the store was not open, no signs posted showing the time the store would be open, and when I called there was no answer, no recording to tell me the hours.

At approximately 10:45 one of the employees walked up and asked "are you waiting to get in to Zales" I said yes she then stated "we don't open until 11:00." My time is very important and when she asked "well how is your day going" in a sarcastic tone I replied it would be better if your website was updated with the correct store hours it would be better. She offered no apology for the incorrect information on the website or she could have just said I'm sorry we will put the correct time on the store recording.