***UPDATE*** Still not in. I'm told they've received an email saying it'll be in tomorrow... surprise, surprise. Good news: they're giving us a gift card that covers the cost of our ring. The kicker? The gift card won't be here until TUESDAY. So... we can either wait until TUESDAY to get the wedding band we need for our wedding on SATURDAY to have it paid for oooorrrrr get the band when it comes in tomorrow and pay for it then and use the gift card at another time. I will NEVER purchase from them again. I am LIVID!!
Fast forward to 1 month ago.. it was time for my 6 month inspection and cleaning and I was happy knowing that it would all be done the same day because it was one of the rare times that no diamonds had fallen out of my ring. So I took it to the store and the employee takes it to the back to clean it. When she comes back she informs me that during the cleaning a diamond fell out of the engagement ring AND the wedding band and they would have to be sent off once again. So I agree and move on. Yesterday I received the call saying they are ready for pick up. I go to the store today and they give me my rings. I immediately notice something is wrong. After further inspection... the engagement ring they gave me IS NOT MY RING! On top of that.. the engagement ring is missing 3 diamonds now... at this point I am livid and super confused. How could they send my ring off missing 2 diamonds and I get a completely different ring back missing 3? The sentimental value of my ring has been completely destroyed. Of course I received barely even an acknowledgment or an apology from the store employee and was simply told I would be notified when the ring was ready to be picked up again.
This store has the worst customer service. The staff is always unpleasant and unhappy every time I have gone in to get my rings checked. Your jewelry buying experience should always be a joyous event and these people make you feel like you are making their lives miserable or being a nuisance. I received a coupon in the mail that I was looking forward to use for the Zales exclusive event. When I arrived an African American woman was busy doing paperwork, did not acknowledge my presence nor look me in the eye when I asked for help. She finally muttered, “someone will be right with you.” Finally another staff member had just returned from her smoke break and was all out of breath when I asked to view several pieces. She had a raspy voice and could barely talk and just looked like she was not in a well frame of mind to help me. I told her exactly how much I wanted to spend and she couldn’t find me any in that price range. Why advertise that you have to spend $99 in order to use the $50 discount coupon and then have nothing to offer? Many of the items fell under the gemstone category which looked awfully cheap and tacky. There are no prices on the items so you have to ask the sales people to pull each thing out for you. I felt like I was being rushed and they gave me the feeling that I was wasting my time and I ended up going online to do my ordering which was much better. Honestly I just wanted to use my coupon because the sales people look mean and are just plain rude and incompetent. Find another job if customer service isn’t your thing. They will easily let you leave if you don’t find what you are looking for rather than truly spending time one on one with you. Maybe they don’t make anything off commisions but they really give you the vibe and feeling that they simply don’t care. When I received my jewelry in the mail it looked fake and cheap, like straight up costume jewelry. The quality of Zales has gone down, both in merchandise and customer satisfaction. Very disappointmented with my experience. If you want to bring up your sales, hire a friendly staff that actually know what they are doing. A smile and “how can I help you find exactly what you want” might do the trick. Next time I get a Zales coupon it’s going in the trash. Not worth the time, money, or hassle, and certainly not a rude staff.
I am a patient person. A very patient person, but this is nuts. My wedding is in 3 days (10/21) and and I have yet to receive my wedding band!! I went in to the store to order my band. Friendly service. I call a few days later to make sure things went okay and they say they show no order for me. I'm given the, "I wasn't the one working with you, so I'll leave a message for so-and-so to get back with you tomorrow". Not a peep for a few days so I call back. Still no order for me. Again, "I'm not the one...". This goes on for TWO WEEKS before my band is actually ordered!! As I'm starting to get a little upset, they guarantee my ring will be in before my wedding. They put the wedding day as 10/14 thinking that will give us some cushion. I call a couple more times over the next few weeks just to make sure things are fine. Things are good. I then get a call from Stephanie last Thursday (10/12) telling me my ring will not be here in time. Her voice is completely monotone. I freak, then I remember they put my date a week early. I notify her of this and am then told that's "not as terrible, but they can't guarantee I'll have it in time" still!! I am freaking now! She says she has the tracking number and will call me daily to keep me posted in hopes we get it in time. Soothing, right? Well, I hear nothing from her, so Monday I call the store. I'm told she's not in, but they'll have her call me when she comes in tomorrow. I said no, you can call her and find out where it is. They call her, then call me back. "It'll be here today or tomorrow". Ok. My fiance called the next evening (last night) and was told it still wasn't in and they'd check the tracking. He hangs up. I get a call from the main office in TX. I'm told it'll be in today. I call... orders have come in.... just not mine. STILL NO RING!!! This is insane! I will NEVER do business with them again. They've done nothing but add more stress to this. After I get my ring, I won't be back. I will warn my friends of family of my experience. I wish I could give 0 stars.
I would not only never recommend anyone ever shop at Zales, I will adamantly let every one I know what a terrible company you are and beg them to never step foot in your doors. My husband and I both deeply regret purchasing jewelry from you and only wish we had the financial means to purchase me a different wedding ring so we never had to deal with your horrible customer service and cheaply made product ever again.
I have had the best experience at this Cakes location. I wish I would have cake here first before I did the Penn square location. Stephanie has made my experience the absolute best. When I was very unhappy with the repairs on my ring; she went above and beyond to make sure that I got what I wanted in the end. I am very appericative to her. She has done an amazing job for me and my husband. So thank you very much Stephanie! We greatly appreciate it!
****UPDATE****
As per the requirements of the warranty on the ring, I have to take it to the store every 6 months for an inspection and a cleaning. In the past 3 years my rings have had to be shipped off for some sort of repair almost every single time. My ring is from the Vera Wang Love collection and has 2 blue sapphires near the bottom. 6 months ago back in Jan 2017 it was shipped off once again for one of the sapphires falling out. When I received the ring back the sapphire was replaced with some rough piece of black rock that in no way resembled a sapphire and didn't even fit into the ring correctly.
Went here to get my diamond bond signed off on in January...the woman who "helped" me was very rude and slow. She took my earrings and my paperwork into the back. She came back a few minutes later with my earrings in their closed box and my paperwork in its folder and told me I was good to go. I have never had a problem with Zales before, so I took her word for it and I left. When I took my earrings out of the box they were still dirty, but I live an hour away from the Zales so I didn't bother driving all the way back. When I looked at my paperwork 5 months later she never even signed off on the earrings! Now my bond may not be valid. Will never come back to this location if I can avoid it.
I really hate to leave a negative review but I'm beyond frustrated with this company. My husband purchased my engagement ring and wedding band from Zales with a warranty 3 years ago. The week after I got the engagement ring, a diamond fell out of the band even though I had been extremely careful with it. I took the ring back to Zales and they sent my ring off for repairs claiming it would take about 6 weeks. About the time the ring was due back to the store I receive a call saying it was going to take another 4 weeks... I finally received my ring back after almost 11 weeks.
Zales is a US Jewelry Store based in Oklahoma City, Oklahoma. Zales is located at 2501 W Memorial Rd, Oklahoma City, OK 73134, USA.
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