Zales

Im reaching out to share a troubling experience with Zales Jewelry, a major retailer. After purchasing a $9,000 ring with their 0% interest financing plan, I was hit with a $2,647.98 interest charge due to a confusing policy that charges interest on the full amount if even a penny remains unpaid by the promotional periods end.

Despite confirming with a store representative that my balances would be combined under the same terms, I received no clear warnings or courtesy calls. Zales customer service was unhelpful and dismissive. This practice feels predatory and could affect many consumers.

Id love to share my story to raise awareness and protect others. Please let me know if youre interested in covering this issue.

In March of 2022, my husband bought me a very pretty, delicate opal pendant necklace. Because it is so delicate, I don't wear it very often but have a number of other opals that I wear 24/7 with no issue.

I was wearing the necklace recently when I noticed that the pretty opal was now a clear yellow stone that my personal jeweler swore was citrine! I contacted customer service after visiting a store location who explained that after doing a google search, it must be an Ethiopian opal which changes with exposure to water, heat, body sweat, etc. They offered to replace the stone as long as I covered the metal work cost which was estimated at $135. Several weeks later, I received a call that the two small diamonds were loose and had to be secured for another $40 which was mandatory.

This past Sunday, my husband and I went to pick up my repaired necklace. The stone was a clear yellow with few opal characteristics! I refused to take possession and again contacted customer service. Their response was defensive stating that they replaced the stone at their cost of $260 as a courtesy and that it was the same quality as the one replaced.

I have yet to decide if I want my $322 necklace back.

Below are photos of the original opal and the same stone in its citrine state. I did not take a photo of the replacement.

Update (May 9, 2025):
Following my experience, the issue was escalated to Zales corporate on 5/8/25. I was contacted directly and informed that the matter would be addressed internally.

I was told the associate responsible would be coached per company policy, and they acknowledged that the watch sizing should have been provided without issue especially as I was actively making a purchase in-store. They apologized for how the situation was handled and made it clear this did not reflect their standards.
Today, 5/9/25, the store manager, Kristen Wilderspin, reached out and personally resolved the matter. She was professional, took full ownership, and ensured the environment was appropriate for me to return. I came back into the store, made the additional purchase I had originally intended, and was credited $30 to account for the inconvenience and frustration caused.
I stand by my original review this situation never should have escalated, and the behavior I encountered remains unacceptable.

But I also recognize when a company steps up and corrects its course. Credit where it's due: this was handled, and handled well.
I visited Zales Store #1670 on Monday, May 5, 2025, to look at a Bulova 98A179 watch. The manager (Kristen Wilderspin) was helpful, and I followed up that evening with a polite, detailed email asking if they could work with me on the price or warranty, since the watch was over $200 cheaper online with tax and protection plan included. They never responded.
Still, I came back Thursday, May 8, to buy a necklace my wife had liked and to have the watch (which I had to buy from Amazon due to the silence) sized.

I had already paid for the necklace they were boxing it up when I asked about sizing. The associate immediately shifted their attitude and told me it would be a $30 charge.
When I calmly said that charging a paying customer for a basic sizing felt petty, they took it personally, accused me of being rude, and refused to finish the transaction. They stormed off into the back room and left me standing there.

I canceled the necklace on the spot and went down the street to Tracy Jewelers, who took care of it without drama.
Zales had a returning customer and two sales in hand and they lost both over pure attitude and incompetence. Embarrassing.

Zales committed fraud against me and did a bait and switch with my diamond. My husband originally bought my 1 carat engagement diamond in 2006 from Zales.

In 2012 he bought me a 1 carat diamond that went into a pendant from Zales. In February 2023 we were upgrading my 1 carat diamond to a 2-carat diamond. We purchased the 2-carat diamond from Zales and traded my 1 carat diamond that was in my pendant, also bought from Zales. The 1 carat that was in my original engagement ring was not being traded in it was to be put into my pendant and the one in the pendant was to be taken out and traded in.

I have documentation that shows the one in the pendant was being traded in. We gave Zales at 1101 Melbourne Rd Ste. 3041, Hurst, TX 76053 my 1 carot engagement ring, the 1 carat pendant and then they had the 2 carat diamond they were putting into my original engagement ring setting. All 3 of these diamonds were sent off to their jeweler.

Zales had 2 rings and a pendant necklace. We were to get back the 2-carat engagement ring that the diamond was now in my original setting, and a pendant with my diamond that was in my original engagement ring from 2006. We just discovered on September 23, 2024, that they stole my original engagement diamond from 2006 that was not being traded in and left the diamond that we were trading in, in my pendant. We have to take all of my jewelry in twice a year to get inspected to keep the warranty valid.

Zales has done 3 inspections since this all transpired in February of 2023 and have signed off on a diamond bond inspection for a diamond that is not in the ring, this is fraud and breach of contract. The store manager Bridgett Barnardo at the 1101 Melbourne Rd Ste. 3041, Hurst, TX 76053 store confirmed on 9/27/24 that the diamond I am suppose to have in my ring, the diamond that was purchased in 2006 is not in the pendant, she looked at the physical diamond in the store and the paperwork. Bridgett Barnardo, the store manager at 1101 Melbourne Rd Ste.

3041, Hurst, TX 76053 then called Sherri, who wouldnt give her last name, who we have been dealing with at their corporate office on 9/27 and confirmed to her that the wrong diamond is in the ring, that should be on a recorded line They just keep telling us they need to do more research. This store did a bait and switch, took my better-quality diamond that I never authorized them to take and left the less quality diamond that was already in the pendant that was signed off on to trade in. Zales has been committing fraud for the last 18 months.

We were not aware that this had happened until the pendant needed repaired in September of 2024 and they turned the diamond in the pendant to be able to see the GSI number and we were informed on 9/23/24 that the diamond that was in my pendant was the wrong diamond, the diamond that was in my pendant is the one that we agreed to trade in. They tried to offer me 5,900 to replace a diamond that would cost me 10,00 today.