Zales — Attraction in Abilene

My boyfriend and I went in to purchase an item I had fell in love with online. Staff was not very friendly and was not aware of products they had in store when asked about items I found and liked online that online showed was in this store. I felt as if we were being rushed to pick something as I was indecisive of which I wanted and she presented 'huffy puffy.' After our purchase of a 2,300 ring that I needed to be sent off for resizing. The lady informed me it would be 2 weeks (purchase date Feb 22) until they received it back which would have been the 8th. She also informed us we would NOT get a call when it was ready but only an email. As the 8th approached and no email had arrived, not even an update on its process on repair and shipping, my boyfriend called the store and spoke with an associate who was VERY rude. She said it showed on our receipt when it would be ready for pick up, which it did not and she also said it wouldnt be ready until the 15th (3 weeks later instead of 2.) When he told her what we were originally told, she said "well I'm sorry I dont know what else to tell you." I quickly called Zales 1 800 customer service who also informed me that pick up date was the 15th and said the opposite of what we were originally told, saying we would get a call, not an email. On the 14th my boyfriend called the store to check in and was told we could pick up the ring, that it had been ready yet we were NEVER called nor sent an email. I drove 1.5 hour to pick up my ring of which was opened and handed to me directly out of a PLASTIC bag. She did not wait to ensure the ring fit or if I was satisfied before handing it to me and walking off I asked "is that all you need from me?" And she nodded her head and said YEP! My ring is so beautiful and I am pleased with the item overall but my experience was awful. We spent close to 2500 on one item and didnt even get a box for the ring!! I would have much rather spent my money at Helzberg as I have ALWAYS had excellent...

Customer service is hit or miss. They can be nice in a "tacky" way. The lack of updates or information I got for the repair was non existent. I get Covid is slowing things down but don't promise a date if you know it's going to be a lot later getting back to the customer. I sent my ring in for a repair and almost 2 months later ended up getting it back. Also the fact they try to get as much money from you as possible even though you have warranty for the ring is ridiculous. I used to love Zales but it just seems they have hired rude, up tight people now. I will be taking my business somewhere else where I'm actually treated like a customer. Also I didn't keep up with the inspection because when I first got my ring I was really young and wasn't really made aware of the need to come in and get it checked. So I let them know and they acted like it was the end of the world and pretty much chastised me for not doing it. Then they "did me a favor" and renewed it which yes, that's nice but don't brag and make a big deal about it. I am human and life happens so excuse me if I missed the inspections when I was younger and wasn't aware that it was necessary. All I ask is double check who you hire and train them right in customer service. Help them realize that customers are...

I'm really frustrated. My husband (then fiance) purchased the ring back in 2014. It was resized & when it was returned MONTHS later, at least 3 of the diamonds fell out. When we turned it in the staff opted to order a whole new ring - same style - in the size I needed & there weren't have issues for quite a while. Jump forward to 2023: the large center diamond and three smaller diamonds fell out. We paid quite a bit of money to have the stones replaced. When I received it back, the SAME night one of the stones fell out again. We took it back, sent it off for replacement (again) and I just picked it up yesterday. I wore it out of the store, have done nothing strenuous nor knocked my hand on anything yet - lo & behold - this morning, the same diamond is gone in the same spot where it was suppose to have been fixed. I don't even know if I can replace the ring with the same style because I'm mostly certain it has been discontinued. Im spending more time to send it away more than I'm getting to actually wear it lately.. I have a wedding band from Kay Jewelers that has never given me problems. I wish I could get back all the money we've invested in the Zales ring to go somewhere else where there won't...