Zales Corporation Corporate Office & Headquarters

I went into a Zales store in Hoover, Alabama to have my wedding ring resized and bracelet fixed for a second time in a year. I received all jewelries back minus my engagement ring. I has in a hurry since the store was closing and did not look at my paperwork clearly. Well, guess what happened? I have been told by the lady receiving my order that she does not remember having taken two rings (a band, which I have back and marquise certified diamond, which I do not have). The paperwork only reflects those the band and bracelet were sent off. Customer service took my compliant and forwarded to the district manager where nothing happened. I was told they don't have pictures at the place where the repairs were taken place, because they take pictures of all incoming merchandise. Then I was told that the lady taking my ring said that I said it is at home. This really PISSed ME OFF. Not only is this situation being mishandled they are taking the word of a employee over their customer. When asked if they could pull the cameras I was denied. Oh wait at minute, I did not speak with the Districk Manager, the DM had a store manager from Gordon's to call me on what she found, she meaning the store manager from Gordon's. What the hell is the District Manager doing? I'll answer- ABSOLUTELY NOTHING. When contacting customer service about my dismay of how poorly this situation is being handled, they asked well what do you want us to do about it? Ummm, find the ring, hell! Please dont make purchases with them. What I have learned is their jewelry is of poor quality and customer service from the top sucks. So I will just let my lawyer handle it from this point.

Hello, My name is Mary Boyer, my husband buys me alot of jewerly and my cousin in North Carolina works for Zales and says what a great jewerly store you are. We live in Michigan , my husband went to Zales Outlet in Birch Run Mi. He bought me a beautiful bracelet for Christmas, I truely loved my braclet. He gave it to me on Christmas morning I was so excited. Wore it to my mother-in-laws house it fell of my wrist, put it back on and hooked it and even heard it click. Left there went to my Uncle's house , went to hospital to visit a family member then home. When I got home realized my braclet was gone. You can't even imagine how upset I was and my husband. I have lost my braclet due to a bad clasp. I have looked every where I can and cannot find my new braclet. I don't know what to do at this point, I can't believe it fell off my wrist twice and now I am without my braclet and my husband that money he spent on it.I have never had this happen to me and I have alot of jewerly. If there is anyway you can help I would truely appreciate it. Sincerely, a very sad customer

I will never, ever make a purchase at Zales again!!!! On November 13, 2010 my wife and I visited the Zales store in Mid Rivers mall in St. Peters, MO. The purpose of our visit was to purchase a yellow gold Journey Cross neckless. The store only had that item in a white gold and my wife's heart was set on a yellow gold. The salesclerk told us we could place a special order and it would arrive within a month and that we would be contacted when it arrived. I told the salesclerk that this is a Christmas gift for my wife and I definitely wanted it before Christmas. We agreed and paid for the neckless in full. Approximately 5 weeks later we decided to follow up with Zales regarding our order. My wife was told that it was coming in from Colorado and should arrive in the afternoon on Wednesday, December 22, 2010. On Wednesday we contacted the store about our order and was told they had received a shipment, but had not inventoried the shipment. I told the manager that we would be shopping at Mid Rivers Mall and would definitely come into the store. That day we arrive to be told that our order did not come in from the vendor and he claimed it should have come in from the Chesterfield store, but they were giving him grief. He also said that it should come in from Capitol Mall,,,,,,,,,,,but there is no Capitol Mall ANYWHERE in the greater St.Louis area. Needless to say my wife would not have her Journey Neckless by Christmas. We opted to cancel our order after being lied to on numerous ocassions. We even contacted the Chesterfield store and the manager denied ever receiving a call from the Mid Rivers store manager and he stated he had not carried that particular item for several months. After expressing our dissatisfactio with his store, the manager simply said, I'm sorry to hear that" as he was processing the cancellation and no apology was ever given. This is extremely POOR customer service, the worst I have ever seen in my life. My wife and I will never shop at another Zales establishment again and will definitely warn all of our family and friends.

On November 17th, 2010 I ordered a mother's ring for my daughter at your Eastland Mall, Bloomington, IL store. My daughter lost her 16 yr. old daughter and 13 yr. old son in a RV accident this July and all she asked for for Christmas was a mothers ring. I was guaranteed that the ring would be here within 10 - 14 days. On the 10th day I called to inquire if it had arrived. I called an additional 2 times, and each time I was told they would call me when it arrived. On December 21st my sister In Law stopped by the store to check on its status for me. She was also told it had not arrived. She was insistant that they give her the delivery status/date. Well guess what, THEY HADN'T EVEN PLACED THE ORDER ON NOV. 17TH! BUT,THEY DIDN'T HAVE A PROBLEM BEING PAID "IN FULL" FOR THE PURCHASE AND HOLDING MY MONEY FOR APPROX. A MONTH! DOES ANYONE VERIFY THE ORDERS THAT WERE TAKEN??? They didn't even go to a computer to check on the order status... I then called the store and inquired what they were going to do to insure delivery and was told there was nothing they could do, I would just have to wait. Zales doesn't take responsibility for THEIR MISTAKES. No attempt to make things right, no compensation. It's we got your money, so were in control. I didn't even get a response from the complaint I filed online with their customer service. Calling customer service didn't help either. Missing our children is hard enough. Christmas is not going to be easy and ZALES just ruined mine completly. I WILL NEVER BE A ZALES CUSTOMER AGAIN. Your customer service is BELOW POOR. After reading other post I know I won't be keeping the ring when it does arrive. Sounds like it's cheap and poorly made.

I would have to say Zales in Fairfiled Mall at Travis Blvd. in CA is the WORST store ever. Do not even attempt to go there. The employees dont know what they are doing and they give mixed information and false statements. The manager Ceci is so rude. Me and my mother have spent well over a couple of thousands of dollars and have been paying even more with the way they run their store and train their employees. DONT SHOP AT ZALES in Fairfield Mall. Now the one in San Francisco, CA Serramonte Mall is my type of people I would rather deal with. The Zales over there was more understanding and helpful as far as I know. Lets see how this goes. With that said "Have a great day".

bought a ring for my husband, didnt look like the one i had ordered. told i could get a refund if he didnt like it. well when i went back for a refund, they gave me a hard time about it. half went back on our credit card the other by check in the mail... the corp guy was even worse, completely rude. spoke to me like i was three... " the refund has to go back on the little plastic thing with the numbers on it," there was alot more to the convo. but i lost my cool and pretty much told him to f-off. worst service other. i had split the bill on credit and debit. had the credit card but not the debit. still wouldnt refund it. i even offered the account number and routing number for the account the card ties to. sad thing is my husband is active duty , and now he is basicly out cash and a ring... really nice to come home from duty to. zales = fail

Bought a ring from zales abt 3 months ago and the diamond are out already...i don't know why they get their stuff made from china n india n all ...who supply only substandard products.... will never never buy from zales...

I have had my ring for not even a year i recieved it on dec 25, 2009 and 4 little diamonds have already fallen out it is on its 3rd trip of repairs. I know this ring is very fragile and has multiple smaller diamonds as well as large ones, that are all individually pronged, but this is rediculous makes me very frustrated. I love my ring with is beautiful (when it has all of its diamonds) One diamond fell out a week before my wedding and I wasnt even able to get it fixed because it would have had to been sent out and wouldnt be back in time.. So thank you zales for selling my husband a ring that the diamonds contantly fall out... considering my husband paid over 3,000 in CASH you'd think there would be better service... I was also supposed to recieve my ring back today with a phone call saying it was back from repairs.. no phone call, i called and apparently the plane is grounded and isn un able to get off the ground so i have to wait until monday or tuesday to get it...(would have been nice to get a call saying that the ring wasnt going to be in til later....) Thanks for that also considering i have been scheduling my travel arangements for thanksgtiving around getting my ring back since my husband is on deployment right now and I am going to see my in laws for thanksgiving without my ring now.. thanks for that one too Zales! Really Appreciate it!

I was in your Zales in Burlington Mass and to think that today 2010 a white sales person would not wait on a black customer. Treat her with disrespect and not even have anyone care about how she treated me. Just let her keep working and continuing to treat black customers with disrespect. I will never enter your stores again. i will make sure everyone I know doesn't shop in there black or white. I am so frustrated with Zales at the lack of concern it has toward its customers I will use my business to keep this situation public knowledge.

We purchased our wedding rings from Zales back in 1997. We were lucky and didn't have to pay Zales interest. We were pretty happy with our rings all these years. Then last year the Zales in our area closed. We had just recently purchased a lifetime diamond policy on our rings. Well, no store, no getting rings checked to keep our policy current. So I contacted Zales, they told me I had to find a licensed gemologist to take our rings to. Well we found the one and only in our area. This store told us that Zales had been in contact with them to do work for Zales, but that they had never followed through with the proper paperwork. They went ahead and checked out rings, but by the next 6 month, this store was no longer doing anything for Zales, because they never carried out the plan to have them working on their merchandise for Zales. So I contacted Zales on numerouse occasions. I telephoned I emailed and I still have gotten no response regarding my policy. I am so frustrated with Zales that I will never buy from them again, nor will I recommend them to anyone. It has been over a year and I am still trying to get this resolved, either with a refund on a local place that with do the work for them. Don't buy from any Zales jewelry store you will end up dissatisfied.

I bought a ring (past present furture)from Zales 2005. The middle stone fell out but I looked for that diamond for 6 hours even though I had Diamond protection. Took the ring to Zales to be repair. Three weeks later I got a call saying my ring was ready for pick up. They cut the mout down and then I could see the middle diamond was not mine. After me saying this several time she put a diamond tester on the middle stone. Well guess what, They took my diamond and put a zubic cubicle in the middle stone. Thank god I really look at that diamond and refuse to take the ring with me.If I would of walk out the store with that ring There would of been nothing I could of done. Poor customer service. 4 months later still no settlement. So going to take them to court. I am going to Call newspaper so people will not buy from ZALES. Zales Putting a fake diamond in a 4,000.00 ring..

Zales SCRA policy is very discriminatory as it only applies to enlisted SOldiers. The military is comprised of non-commisioned as well as commissioned officers. Their policies are not in compliance and they try to make it so that you won't be eligible for the 6% interest rate. The person(s) in charge of reviewing the documents are not knowledgable on SCRA and have the audacity not to ask nor inquire with the ESGR or Congress. Those jackasses don't even realize that former President Bush implemented this policy that happens to still be in effect!!!!!

I work for Zales and I will tell everyone if you are gonna have to go up or down more than two sizes you need to have them just order one that is made in your size. This will save you alot of headaches. Also composite, invisible sets, and SHARED prongs always have problems. Your best bet is to go with regular prong set or channel set they are very secure. I hope this helps = )

on 9/23/2010 my granddaughter and I was having a mother & daughter day we into zales in charleston wv and the 2 young girls sitting behind the counters never once spoke to us my grand daughter is only 5yrs old your workers were more interested in talking about sex than waiting on customers as i left the store i said thanks for waiting on me still no words i will never shop in there until terry is working. feel free to responed at tiaandjah@gmail.com thanks.

Ok, update AGAIN.....the original band that has been repaired twice and broke for a 3rd time in the same spot, less than 8wks from the original repair, then tonight my ring was scratching me and guess what, it had broke in yet another spot. So Zales admitted to me 2 mos ago that this particular ring was crap, that it was poor workmanship and they no longer use that manufacturer, alot of good that has done me. So the original 6-8wks for the new ring has turned in to 12-14wks...Yhippe, I MIGHT have it before 2011...what a load of crap. I will NEVER NEVER NEVER buy another ring for Zales.

I now know after reading the above posts that I am not the only unsatisfied customer. I have only been wearing my wedding ring for 1 month and it is on it's 2nd trip for repairs. The champagne diamonds keep falling out of the prongs. Thankfully I was smart enough to buy the lifetime warranty so the diamond replacement is free but when I asked the store about an exchange or trade in, I was given the most ridiculous response. Am I expected to return my ring every 2 weeks for diamond replacement because Zales cant sell a quality ring? I am outraged that a ring with so much sentemetal value to the customer, means nothing to Zales. I WILL NEVER make another purchase at a Zales store! I will do my best to make sure all my friends and family dont either!

My Zales experience was wonderful. My Original wedding set purchased in October 1994 lost the large center stone, broke the mount. The 1st note back was the supplier was no longer in business, give the client a store credit or let her pick another ring. I was obviously upset. Then for what ever reason the decided to repair my ring. It was out for repair2 1/2 months but worth the wait. quality repair job, and excellent customer service. Thanks Zales

Ok update...I posted previously about my wedding ring issue...I called Zales Corporate office and they had the district manager handel my issue. Zales has admitted that my ring has been an issue for several people who have purchased it, not just me. SO....they are going to make it right and let me pick out another ring same price as mine and transfer the existing warranty to it. Unfortunately it will take 6-8 wks to get my new ring and I need it in yellow gold. So they are calling the manufacturer and having it custom made for me. :o) I'm happy about the end result so far. But needless to say if they knew the ring had issues they should have pulled it from their line. Thank you Zales.

I'm NOT impressed with Zales to say the least. On Dec 24, 2008 we purchased a .25ct diamond ring guard/jacket for my engagement ring. Purchase price $500....the first week of Dec 2009 I had to bring it in for a repair because of a gold bridge that broke on it. Luckily I had taken out the service contract on it. They told me it would take 3wks to get it back and tried to convince me to bring it locally and pay to have it repaired. I told them NO WAY, I paid for a service contract I wasnt paying for a repair. The ring came back 1 wk later. I questioned the quality of the repair as you could see where they had repaired the ring. They told me it was just fine....Well low and behold 6mos later the ring broke in the exact same place. I took the ring back to Zales, asked for a manager and was told they were without any managers at that time. I showed the lady my ring, told her I was not happy and that for $500 I would expect a better quality ring than what I got. I was corrected and told "no it's a $600 ring". Ok what ever! Its too much money either way. She proceeded to tell me it would take 3wks to get the ring back. I asked the lady just how many times was I going to have to get my ring repaired and her answer was "as many times as it breaks"...You have got to be kidding me!?!? That tells me they are WELL aware of the poor quality of the merchandise. I will never spend another dime at Zales. So beware when you buy from Zales.

I have been a customer for over 10 years and buy all of my major jewelry purchases from Zales. July 4th, I took my 1 Ct Past Present and Future wedding ring in for inspection at the Zales and they found that 2 diamonds were loose and stated they would have to send it out to get fixed. When doing the ticket one of the employees told the one ringing up the ticket to make sure and pick the code for my ring because it had the past present future inside the ring. I got a call on the Monday July 19th they called and said my ring was ready so I drove out to get it and everything looked fine. I got home and started looking at it and noticed that the inside no longer had the past present future engraved. I called the store and the girl I talked to said that she had the same ring and that never happened to hers and she would have the girl I picked it up from call me back because she was with a customer and she didnt know too much about it. I never got a call that night. I was finally able to take the ring back on Saturday and she said she could send it back and rush it to get done due to the mistake and made a ticket that stated to engrave past present future. I feel that it was a mistake by the place it was sent to but also the store itself because they should inspect the ring when it comes back to make sure everything is fine before calling the customer. They could have taken care of this and I wouldnt have known and wouldnt have had to waste my time going back to fix their mistake. Also I guess rushing doesnt do anything because it was almost the same time frame as the first time. I got a call today from Jessica I believe this time I kept the name and she said that my ring came back with a red note that stated they can not engrave it there that it would need to be sent off to get done by a laser. She said she could send it off or they could give me the same ring from the case. I asked how long it would take for the laser engravement and she said 6-8 weeks. At this point I dont want to part with my ring but at the same time I just want my ring back since Ive been without it for over a month now. So I said I would just come get the new one. I asked why they didnt know the place they sent it couldnt engrave and she didnt know because they have the option in the system to have them re engrave. I just didnt understand how this never came up before as this is one of your signature rings. I also asked if I got a new one what would happen if this one needed to be repaired because I dont want to go through this again and she said they would send it to a local jeweler to fix that could engrave it but that the company likes them to use the primary one. She said she had to go pick up the new ring from another store so I went there after work and the girl that was there dont know her name because she never gave it to me got the ring and was ringing some things up and finally came over and I wanted to look at it first and it was different. She said it might just be a new updated design but the middle diamond was not offset higher like on mine so they all looked the same size and just too close to eachother and just not like mine was. I even compared them to eachother. She said she has still seen some like mine and that this one was from the sister store Gordons. I asked if other Zales had any like mine because there are some Zales outlets and she said they might that I could take my old ring and look and see if they will exchange it. I asked if she could send mine out to get lasered and if I found one like it if I could just get that one but she said Id have to pay shipping for the one sent. Ofcourse I just want the one that I took in there and want it the way it was before they sent it out but I felt like this was never going to get accomplished. I refuse to settle for something that I dont want and is not like it should be. I started talking to her about the place and wanted to know if it could get done quicker and she said no. I talked to her about the situation and asked why this is something they never knew and she said that it happens all the time. So for an issue that they know about why is it still an issue? Why isnt this already resolved to not happen again? She said that they should have put to not buff the inside. I just dont understand who dropped the ball on this but I am just tired of getting different answers from different people. I asked where it would be sent and she said home office in Dallas. So then I asked where it was sent the first time and she said another department in Dallas. I dont know if it is the same place just different departments but why wouldnt the place that couldnt do it just send it to the other part in Dallas to get done? WHY am I having to deal with this and be without my ring after paying for this warranty? I have never seen such an unorganized company and I am afraid for anything else to go wrong. I really feel like they should have sent this to Home Office and got a rush on it because I shouldnt have to wait another month and a half for yalls mistake! Everyone at that store seems to not care and just doesnt want to help just pushes it off on someone else. I think there are some training issues as some dont know there is a problem and others do but there still isnt a fix to it. I love the jewelry yall have and used to love the customer service but with this last experience I feel like taking all of my business elsewhere. I want someone to step up and get my ring back the way it was when I first dropped it off. I shouldnt have to wait months or be scared that something else is going to go wrong or even have to think about getting a repalcement because you can get the job done. I just want my ring fixed and back to me now. I will take this further if needed.