Zales — Local services in Arlington

As a former employee of this company with four years of experience, I am well aware of the challenges involved in this line of work and the necessary policies and procedures that must be followed.

While I acknowledge that the customer service at the store is commendable, with staff going above and beyond to assist customers both in-store and over the phone, I am deeply concerned about the glaring lack of adherence to policy regarding their repair processes when it comes to handling my jewelry.

I reached out to customer care requesting to speak to the manager, but have yet to receive a response as promised. Therefore, I feel compelled to leave this review to highlight the failures in policy and procedure that occurred during my visit.

I sent my ring for inspection due to a loose stone, an issue they correctly identified during their process—something I was already aware of when I arrived. The staff were courteous and prompt as I was the only customer present. However, during the intake process, they failed to document critical information regarding my half-carat ring. Specifically, they did not take any photos of my piece or note that it was lab created. There was no mention of my diamond’s certification on any receipt, despite company policy requiring that any stone larger than a third of a carat or one documented with a gem scribe should be properly recorded in the repair system.

When I asked the associate to follow the required procedures, they claimed that such practices were not implemented at that location, stating that it was only applicable to Kay Jewelers. Given my background as a full-time third key employee with Zales and as a full-time employee for Kay, I can affirm that these policies are standard across all Signet brands, including Jared.

The repair codes recorded on my receipt were limited to cleaning and polish. I specifically requested the addition of “reset loose stone,” “tighten stone,” and “clean polish plate.” The employee initially neglected to include these on the receipt. Additionally, when I called back on Monday for follow-up, the promised actions—taking photos and updating the repair details—had not been executed.

While the store’s customer service team is considerate, compassionate, and kind, there is an urgent need to address the blatant disregard for policy within the repair department when handling customers' sentimental jewelry. As we commemorate love and navigate life, our jewelry naturally endures wear and tear. Signet Jeweler’s policies exist to protect both the store and its customers during the repair process. I strongly advise others not to send their jewelry for repair through the store, as I have witnessed firsthand a troubling lack of compliance with these essential policies during the repair...

I am a returning customer to Zales as I have had great service with them previously at other stores. I purchased an engagement ring at the location in Pentagon City on 06/21/24 and per usual had a wonderful experience.

I came in with my fiancé on 06/25/24 at around 1pm for a ring sizing and to have her new ring sent off to be resized. The lights were almost all off, but there was another gentleman being helped, so we asked if we could be helped as well. We were met with complete opposite attitudes than ever before. The lady who was available did not even say hello, or introduce herself, and was almost unwilling to help with this small, simple task. She rolled her eyes when asked if we could do this today. Once she tested 2 sizes she got up from the counter and went to the register and she was not even wearing shoes. Once she got to the register she told us they would not take my ring to be resized because they were doing inventory and would not take it until at least 06/28/24. I have never had this issue and was a little taken back because it didn’t make sense to me why my already purchased ring would affect their inventory. She said the store manager was behind her and she also said “yes I won’t take the ring because of inventory just come back”

I ended up calling a different Zales and they were shocked with this incident and said the at this store should have had no problem taking my ring and sending it off. I will not be coming back to this Zales in Pentagon City if this is the way they treat customers. I will take my business to the other...

I’ve been visiting this location for years to get cleaning, inspection and occasional repair done. Unfortunately over the last year my experience was not great. A few days ago I came for cleaning and inspection. I stood there for about 15-20 minutes and an associate did not acknowledge my presence or call for assistance from her coworkers while she was helping other customers. I came back about 30 minutes later. One of my pieces needed to be sent out for coating but the associate said I don’t have warranty for this piece. I’m confident I do because it was sent for repair twice and diamond replacement once both of which were covered by the warranty. I was refused cleaning and inspection of my ring because the computer system was down and they couldn’t find my warranty info for the ring as well. The ring and the warranty was purchased about 4 months ago. This is my second visit in a row where the system is down. At this point it’s safe to assume the system is never up and running. The inspection and cleaning of my 4 pieces was done extremely fast that I don’t think the actual inspection was performed. To sum it up the staff needs to be properly trained how to operate the computer system to look up customer warranty information, etc. not to mention basic customer service skills. And possibly system update if it’s truly down every time I visit as...