Zales — Local services in Aurora

I will start with picking up my ring Jan11th was a much different experience then dropping it off on Dec13, 2024. I will make this short as possible. I ordered a men's wedding band on line. I made an appointment to get the ring sized and engraved on line. I received text and emails up until the appt time. I walk into Zales 2 ladies watching me looks like they are wishing I walk past the store but I don't. I walk in. Waited a couple minutes, finally the Lil blonde girl comes over. I say, Hi my name I have an appointment at 4. Her body language tells me she really don't want to help me. Her response " You have an appointment, with who, how you'd make an appointment.?" At this point I'm over this girl I'm irritated now. Zales don't have an appointment book so they could be aware. So they could sound and be more informative and help their clients. At this point I pull the ring out my purse in the zales box and say " I need this fitted and engraved, I did not answer the pointless questions she just spewed out. She takes a deep breath and looks over her shoulder to the other lady that appears to be a bar tender in her white skin tight pants some long boots and a tacky black sweater with her back out but she had on a white tank top underneath. She does not look like she selling diamonds at the diamond store. The girl helping me begins to walk off saying I need to get a fitter.she is in full motion basically running. I say with a raised voice so she could come back. " The ring is not for me, I already know what size i need. Remember never once when I pulled out the box did she open it look at it, compliment it nothing! She didn't even see it was a men's wedding band. She seemed to be annoyed that she couldn't go hide in the back. Rolled her eyes and came back to the counter she just ran from. She then opens the box and says it's gonna be about 3 weeks until it's ready" , like that was going to determine me. I said THATS FINE! She measured the ring at the counter saying I have it at a 10 right now. I respond can I get it 9.5 I'm wondering to myself she just sized the ring right here in front of me but a minute ago she was running to the back stating she has to go get a fitter. Hmmmm anyway she asked what would I like engraved, didn't let me answer before adding it should be no more then 4 characters . You could do like at date. I respond on line I seen i love you, forever etc, so I can't get infinity? She then looks over to the bartender and lil lady with the limp to ask them and show them the band. " let me ask if mean it is a pretty thick band." Her words the old lady looked at it so did the bartender. The bartender replies with a nasty tone " I mean you can but the words will be really small. This bartender been staring me down since I walked in like I was going to bust the glass and stick the place up. Just staring, not a smile and nod. Not a Hi, how are you. Nothing just rude and now she has so much to say. You can tell she felt powerful telling a paying client what they won't be able to see. The old lady just smile and shake her head useless a well. At this point I feel like I'm at school with my show and tell item. I say fine I guess I'll put the date 5/25/25. The girl starts the paperwork ask about my warranty paper's. I state oh I didn't bring that, do u think it will be in the email. She said yes, I pulled it up she had me read off the code, went to type it in came back suggested I gave it to her wrong. I say it again. She goes back to the computer it's not working . This simple girl was so uncomfortable and scared to as k if she could scan the BARCODE. she rather type in the code. I suggested DO YOU WANT TO JUST SCAN THIS ,MAKE IT EASY. She replies" yeah let me just do that. Why didn't the bartender jump in and tell her that! She completed the appointment took my ring gave me a receipt told me to bring it when I pick up the ring. This was an...

EDIT: They did the right thing and fixed my ring with no cost. Thank you.

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I have been a zales customer for several several years, spent thousands of dollars with them. Never have I been treated with such disrespect from a store, until I started dealing with the store in Aurora Colorado by the Aurora mall on 7/15/2025. I have a warranty for my engagement ring and everytime I am in the mall, I get my ring cleaned and inspected (which is several times per year). Most recently, we were there in May of this year. The store manager there, I'm not sure her name because it is a foreign name, has a grudge against me and my partner. Why you ask? Because when we have gone in to the store to look at rings she always demanded that we buy them from her. My now husband bought my engagement ring when we were in El Paso with family and we also bought my wedding band when it went on sale online last year. She even demanded that we cancel the order for the wedding band and do the sale through her!! She was not happy we didn't buy these items from her. NOW, she is trying to say that we didn't take my engagement ring in for inspection since 2023 and she wants us to pay $180 for the diamond!!! I showed them proof that I had been there in the store most recently in may. We were also there during our Christmas shopping in December as well as last year in August when my wedding band had to be re-sized. She even pulled up the proof that my wedding band ring was resized that month but refused to acknowledge that we brought both rings in for inspection that day, which we told her we did. She asked us for proof receipts that we got them inspected and we do not keep such receipts because we blindly trusted a supposed reputable company. It turns out THEY/SHE the manager have not been putting it into the system when we come to get them inspected. I filmed my last interaction with this store where they blatantly refused to change their minds despite the proof that I was there in May. The store associate refused to talk to us when she found out we were filming the interaction. I told her that not only is it my first amendment right but it is also Colorado law that I do not have to inform her when I am filming for my own protection. She did not care. I even got this information confirmed by the sheriffs department there in the mall. She stopped talking and just started at us. This person never said her name but she is the one with the curly hair and tall. This store has a grudge against us and I need answers from corporate!! I have filed a report with the BBB and I will be in contact with corporate. I need my ring back and I need the fallen small diamond fixed. I bought a warranty for this very reason. Additionally, this engagement ring has been resized in 2024 so there is no way what this lady is saying is in any way the truth. When we took it in they had told us that we missed their '6 month' inspection and it would be $50 for the diamond. This was when I thought the last time we were there was in December so I agreed. It was only until I researched our Google location history that I remembered we had actually been there in May. But again, they DO NOT CARE. All they want is more money. I wish I could have written this entire thing on the BBB complaint but the characters are limited. So I will wait for their reply. I will NEVER deal with this store again. I will drive to the other side of town to avoid this store. The picture shows proof I was there in May.

The account is under my...

AVOID! Really disappointed by the “customer service” we received Sunday 12/26. My husband bought me a necklace for Christmas and when we opened it we found it to be broken. He bought it at the Zales near Bowmar, initially he called them and they said just bring it in and we will get it taken care of but we were closer to this location during the day so we decided to bring it here. Upon arrival the woman who is working the counter asked us to call the customer service number for Zales to get the warranty number and then she could send it out for us. When we called the other location they didn’t mention any of this so we assume that this woman just did not want to do her job. She wasn’t rude or irritable but also not helpful. We tried calling and were already on hold for 5 minutes before we decided 1) not to waste our time here 2) not to hand over our jewelry to someone who clearly doesn’t care enough to do her job. We ended up leaving and my husband took the necklace to the other Zales and the woman was so kind and so nice she did not ask for us to get a warranty number instead she simply replaced the necklace for us and sent him on his way. Keep in mind the lady in Aurora didn’t offer this nor look to see if they had any more. The helpful woman at the other Zales near Bowmar also mentioned in the future that we do not need to go out of our way to call to get warranty numbers, this is their job that we’ve paid for when we purchased it. So disappointing to hear that but glad we got the help we needed from the other Zales. This is the kind of service that they should be providing when you spend money on their products. Should have known better than to try to get help in Aurora,...