Zales Outlet — Local services in Allen

I have had several bad experiences in this store specially with Yelena. She appears to be very prejudice toward certain customers. I’ve been shopping with Zales for 10+ years. Usually I only deal with managers because of how frequently I shop here and they are typically the only ones that stay for years and sometimes I will follow the managers to certain stores if it’s within driving distance because they know me by name. I have tried to give this store several chances because it is the closest one to where I live. On the first occasion several months ago Yelena was working at the front of the store and barely spoke to my husband and I and went along her way. The next incident happened just before Thanksgiving, I took my mom in to purchase an early Christmas gift and as we looked around asking for different pieces she intentionally put her body in front of us like she thought we were going to try and steal something as she was taking pieces out of the display. I was ready to leave and drive across town to another Zales but my mother found a watch she loved. When we started talking about paying and Yelena entered my phone number into the system she was able to see the high limit credit card we have with Zales that we hadn’t put anything on since it was last paid off and her ENTIRE demeanor changed. She was so happy to help us and wanted to see if there were more pieces we wanted to see or buy. It was a complete 180. The final time I visited this store was on 12/16 due to Zales emailing me saying I needed to get my diamond bonds done when I walked in she said what can I help you with - no good afternoon or anything and when I told her that I was there for a diamond bond a younger sales associate was walking in for her shift and Yelena informed her she could do the diamond bonds instead. Absolutely no customer service skills or basic respect. In all my time with Zales whoever starts the diamond bond is usually who does the entire process- doesn’t matter if it’s a manager or an associate. The only highlight to this visit was finally meeting the manager, Camille. She was very sweet and attentive, but by the time she got to talk to me I was already completely upset and over my time in that store. I refused to let them clean any of my pieces and left to go to another Zales...

Would love to give 0 stars. Absolutely horrible. My Mother and I purchased a pair of 14k gold earrings. Within 2 months the earrings were tarnished. We went back to the store under the impression we were sold fake jewelry and were told the earrings were "gold plated", which we did not ask for. The store manager, Carol, then instructed a rep named Chris to assist us in getting my Mother a different pair of earrings. The options were very slim to none. We picked a pair and left as it was near closing time. The next day my Mother tried on the earrings and they were bent and as light as a plastic water bottle cap if not lighter. They also very easily removed from her ear. We called the number listed on Google and got a busy signal. The next day we were able to meet there to return the earrings we were told Carol needed to override the transaction. My Mother had to work the following day, so I called to speak with Carol about the return before driving there. THE WORST SERVICE EVER. She cut me off, raised her voice, insinuated our drive there from West Plano and Prosper wasn't as long as her drive from Garland so we could've came earlier, told me that I could not handle my Mother's affairs with her that my Mother needed to be present otherwise even with my Mother's approval and accessibility, it was illegal. She was aggressive, rude, and almost seemed as if she was performing for someone else that she was "handling" me. Now we are waiting to see how far up the corporate ladder we'll need to go for this refund. DO NOT buy from here. You will LIKELY regret it.

I will continue doing business with Jared and KAY Jewelers as I have done happily for...

I purchased a ring from Zales over 6 years ago and purchased the ring insurance as well. The ring insurance requires you to go into the store every 6 months so they can inspect and clean the ring for general purposes. A diamond has fallen out a time or two over time and my wife and I are in Zales every 3 months to make sure its inspected and cleaned. This time I took it to the Zales Allen location and left it with an associate to get shipped off for a diamond claim/insurance/warranty claim. The manager Camille called me and stated that it was 120.00 because I missed my inspection, I advised her my wife and I are in here every 3 months for cleaning and we always ask the associate to do the inspection. She stated their records don't reflect the inspection so I was going to be out of pocket. I informed her that its not the customers fault for coming into the store and asking for the inspection and cleaning and an associate NOT fulfilling their job duty and she can see I have had the ring repaired before, she personally didn't seem to care and I advised I will contact corporate, and she said thats fine; no empathy, no understanding, even her associate stated that it happens time to time. Today I spoke with an assistant manager who was also surprised at Camille not being willing and understanding this was the stores error and not mine.

UPDATE: Zales corporate apologized, is fixing the ring UNDER warranty/bond/insurance, and is issuing me a nice amount via gift card to take care of my inconvenience. Wow they responded to this review quick, thanks...