Zales

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.

I purchased a ring for $2200 and was unable to receive a receipt due to the printer being broken. Subsequently, the salesperson entered my email and address incorrectly into the system, so I did not receive an electronic receipt.

Consequently, I cancelled the order and placed a new one online two weeks ago. The expected delivery was December 24th. Now, I have received an email stating that the delivery cannot take place until after Christmas. I am considering cancelling the order unless I can secure a delivery date before Christmas.

I've been waiting on the customer service line for over an hour. The functioning of this business is bewildering to me, it really needs to close.

I purchased a ring for $2200 and could not get a receipt due to the printer being broken. Then, the sales guy entered my email and address incorrectly into the system and it cannot be changed??, As a result I received no receipt.

Therefore, I cancelled the order and ordered online two weeks ago. The initial delivery date was December 24th. Now, I just received an email stating they cannot deliver until after Christmas. I am considering cancelling the order unless I can secure a delivery date before Christmas.

The wait for the customer service line is over an hour. It amazes me that this place is still functioning as a business.

In rings,' she said, 'I like your glasses.' I responded with a nonchalant 'okay', and then she repeated it. I told her they were Gucci that I'd brought there.

She asked if she could see them so I took them off and showed her my glasses. Then, she asked if I had made previous purchases at Zales. I confirmed and when she asked for my name, I provided it, assuming she wanted to look up my history. She then asked me to have a seat but I declined, as I had just arrived.

It suddenly dawned on me, were we being profiled? I stated, 'You know what, Miss? I will take my business elsewhere.' The whole encounter very upsetting. If you suspect that someone might steal or run from the store, that's what insurance is for.

My recently purchased earring was already in the system when she asked for my name. I will not be making any more purchases from here in the future.

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!

We purchased our wedding and engagement rings from Zales in Rochester, NY, 21 years ago. I have maintained the inspections on my diamond rings twice a year for the full 21 years.

I also bought the lifetime extended warranty for rhodium plating, which I have used on both rings periodically for the last 17 years without any issues. Fast forward to August 2024, I once again submitted both rings for rhodium plating, but was told that I only had a warranty for one of the rings. I bought the warranty for both rings. They have accepted the warranty for both rings for the past 17 years without any issues.

Now that they have switched to a new computer system, I was told that I didn't have the right number for one of the rings. Consequently, I would have to call customer service to get it resolved. The number I was given was incorrect as the recording doesn't mention Zales or customer service, only instructs to leave a message. Naturally, no call back.

I went to pick up my rings from the store and again was told I had an issue with the warranty for one of my rings. I pointed out that it's been fine for the last 17 years, and if it's now a problem, then I see this as their issue, not mine. Ultimately, I was told that only customer service could rectify this situation and customer service insisted I buy another warranty. That’s not going to happen!

The store manager has no authority, so I was told. Customer service is just an email or phone call away, so they protect the stores and keep a safe distance from the customers and their issues. They are the most unprofessional, rude department to deal with. So, buyers beware!

Stay away from Zales and find a dealer that is more interested in keeping their customers happy! I will never deal with Zales again! Beware!

Barb F. Webster, NY

I am having an issue with getting an issue resolved. I am seeking an exception to the 30 day return policy for a Bulova watch I purchased for my elderly mother on July 27th, who is a 4 time stroke patient.

She bought herself a Raymond Weil watch from Macys and was devastated when she lost it. We searched the house inside out upside down and it was nowhere to be found. Since she has fallen on tough times I decided to replace the watch with the one I purchased from the Sunvalley Mall in Concord CA to help ease her disappointment. She loved the watch and was happy I was kind enough to replace it with something similar.

On August 31st, when I returned from a few days in Vegas she called me to tell me she found the original watch, it was sitting in her shoe in her closet. And asked me to return the one I purchased on the 27th of July. Seeing it was only a few days after the 30 day policy I called the store asking for an exception due the unusual circumstances and was told to call customer service, which I did and was told they would not grant an exception, I asked to speak to a manager and they stated they would call me back, Rodney at ext 300312 from Ohio did call me and left a similar message. What I dont understand is the lack of sympathy from the employees I spoke to.

This is not something Im asking just cause she didnt like the watch and I forgot and missed the deadline, this is asking for an exception due to the situation of finding the watch, me being out of town at the 30 days and to help a customer out. The $288 dollars is worth far less to Zales than it is to me the consumer.

If I had a need for the watch or another piece of jewelry costing $288 I would simply exchange it but I do not have the need for a watch or for another piece of jewelry.

I am once again asking for an exception to the 30 day return policy due to the unusual circumstances. I would really hate to be denied this request, and spread the wors that Zales would not work with me to rectify a simple return that was needed due to a situation caused by a stroke patient who is elderly.

I made an online purchase on 10/30 and had it shipped to the store. Thankfully I had the forethought to have it shipped to the store, because apparently when the shipment arrived, there was no merchandise in the box.

I reached out on 11/5 to find out the status of the shipment because I received a message that it had been shipped, but never arrived to the store. I have contacted Zales customer service and store to find out the status of the investigation, getting the merchandise or a return, and all I get is wait. I have absolutely nothing to do with Zales internal issues, but here we are almost 20 days after purchase and I still have no merchandise, no refund, and no answers.

Customer service has no answers and can't transfer you to anyone that has answers. This has hands down been my worst online shopping experience, and I will not be shopping with any stores associated with Zales.

The customer service of Zales Credit Card Company is terrible. I made a purchase over $3000.00 with their promotion of zero interest for 24 months.

I faithfully made payments on time, and I even made the last payment early due to being out of state for work. Zales failed to inform me that the payment didn't go through because they missed three digits of my bank account number. Two months later, they hit me with all the interest fees, which were more than the original purchase. When I called in and spoke to multiple people to get this cleared up, I was told that I had two weeks to pay when I thought I had already made my final payment.

Yet, Zales refuses to accept their mistake or work with me on this matter. I will never conduct business with Zales again or give them a good recommendation.

This company is driven by greed and does not take care of its loyal customers. An employee in the Zales store in Anchorage was even caught stealing a customer's merchandise.