Zales — Local services in Bloomington

We spent the better part of $1000 on a pair of rings for my fiancée and me. We are trans women, and while I was blessed with slender fingers for an amab person, Ameera was not. Rings do not come in her size by default. When we found the perfect ring for her, it had a link for if your size isn't listed which basically set up an appointment at the store.

When I got there, it was clear there wasn't really an appointment process in use, but I'm patient and to be fair it was December. When I sat down with a salesman I was actually quite happy. He found us some savings and said that since they didn't have it in her size what they would do is order it to the store and immediately send it out to be resized at no additional cost.

My ring arrived first and it fit as expected. It was gorgeous, and my heart leapt when she officially proposed. If that had been the only ring, I'd have nothing to say against them.

As you may have guessed, when her ring arrived it was not sent out immediately. We got called to come pick it up. I reminded them it was supposed to be resized. They "put a note on it" and I didn't hear back for a few days. Then the manager told me that if I wanted it resized, I had to buy a warranty or else pay an even more expensive price to resize without a warranty. He apologized for the misinformation but refused to take accountability. I had to call customer service and the rep I spoke to seemed to get indignant on my behalf. I felt heard and confident it would be dealt with. Then I was called by that store manager who offered a non-compromise on New Years Eve. Specifically, that they would cover "one of the resizings" (apparently going from a size 9 to 11 counts as two resizings??) which came out to $60 instead of $70 for the lifetime warranty... When I expressed my dismay his tone became very curt and rude and he hung up on me. Keep in mind, he still has the ring we already paid for.

I called the service number again to amend the case report and that person was likewise appalled at the treatment. We were told that we ought to hear back in 7-10 business days. We did not. When I called them again the person I spoke with said that it appeared no one had looked at the report since it was escalated and had no idea what to suggest at this point besides try to get in touch with the district manager.

We called the store and nobody picked up so instead we called a different store and their manager sounded much more friendly, agreed that it made sense to offer a gratis resizing since hers wasn't available, and promised to text her DM to let them know that we wanted to get in touch.

That last part was today so we don't yet have a resolution, but I feel comfortable in saying that if you plan to shop Zales, avoid...

I bought my girlfriend a pair of diamond stud earrings from Zales in December 2020. I explained to her that she'd have to bring them in for cleanings and inspections every 6 months to keep the warranty in tact. They told me she could use a gift receipt as proof, but the Mall of America store in Minneapolis told her to use my cell phone number. So she did. Fast forward to February 2023. I decided it was time to buy her an engagement ring, with the intention of proposing in July, our anniversary. But I immediately had second thoughts, and eventually decided to pull the plug on the relationship. And I made up my mind I would never, ever tell her about the ring, because that knowledge would only bring additional, unnecessary pain. What happened next was surreal. She went into the MOA store on Fathers' Day weekend to have the earrings cleaned and inspected. She was helped by Josh, the store manager. He asked a lot of questions, which made her very uncomfortable. Remember, we had just broken up, so she was upset and emotional. He was also inappropriately flirtatious. She just wanted to get the earrings cleaned, and get out of there. She gave him my cell number, and then he asked "do you want the ring cleaned too?" To which she replied "what ring?" He invited her behind the counter to look at not just the ring I was never going to tell her about, but showed her my entire purchase history. She immediately thought I'd bought the ring for someone else, and that this is the reason we had broken up. She was so upset, she became physically ill, ran out of the store, and threw up in the bathroom. I called to confront Josh, and he lied and said coming behind the counter was her idea. But, of course, she would've never known about the ring if he'd only kept his mouth shut. This was beyond a violation of privacy. Zales can never give back what that man took from us, can never undo the damage he did. And let's flip that script: what if we didn't break up, and I went ahead with the original plan to propose in July? Well, in that case, he would've ruined the entire element of surprise. For life. He even showed her the price. In the subsequent weeks and months, I filed a complaint, made over a dozen phone calls, and never got a reply. I am angry and frustrated, and feel I have no recourse. It stings even more being a loyal customer of nearly 25 years, having bought many pieces from Zales over that time. I would give less than zero stars if I could. That man should be fired immediately, and barred from ever dealing with...

The experience I had with Zales was a NIGHTMARE. I had bought my fiance a band online for our wedding that was happening in 2.5 months. We ended up ordering the wrong size on accident. We went to the Mall of America store in order to exchange the ring for the exact same one but in a smaller size. The woman who helped us had no idea what she was doing. She returned our original ring purchase saying that they could not do an even exchange because the smaller size ring was not available and would have to be "special ordered." She also stated that this may take 8-12 weeks or longer, which would be cutting it close to our wedding day. Few things here: She returned the ring and failed to inform me that due to their return policy, they would be refunding me via a store credit gift card rather than directly back to my visa. She had told me it would go back onto the card and only later in the day when I received an email from Zales did I find out that I was actually getting store credit. The ring in the size we needed was available online, therefore, we did not need a special order however, she was adamant that we were wrong and she was correct. On top of everything else, because it was special ordered, she would not honor the original price we paid for the first one which was about $100 dollars cheaper. We reluctantly bought the special ordered ring (not realizing the refund wasn't going back onto my visa) Once we called customer service when we got home and found the email stating our refund was store credit only, the customer service representative stated that we were well within the exchange policy, the order should not have been a special order, and the ring was available online in the size we needed. The service representative was absolutely wonderful and about the only reason this place even deserves one star. Unfortunately, all they could do was refund me the original purchased ring back onto my visa and the $80 difference would be store credit (WHYYY???)

So after an entire afternoon and evening of customer service phone calls, we ended up getting the correct size ordered but again, they would not honor the original price we paid and would not offer any additional discounts for time lost, them making the mistake, our hassle, ect. Along with this, they would not apply the $80 store credit to the order either. Might as well throw the gift card on the street because no way in h* will we be giving them any more of our business. DO NOT...