Zales — Local services in Bowling Green

I am at my witts end with this company. My husband purchased a Vera Wang engagement ring for me in 2014. I had my inspections completed every 6 months as i was supposed to, but I constantly had diamonds falling out at least twice a year. Finally in December of 2021 when I was in for my inspection and another ring had fallen out, they agreed to let me exchange the ring. This was after several phone calls to corporate. The manager was unsure on how to do the exchange so we swapped my ring for the new one I had selected and told me to keep my paperwork for my original Vera Wang ring and they would call me back in to do the paperwork for the exchange when they figured it out. I didn't hear anything for about a month and finally went back in (it is an hour and a half drive for me). I found out the manager at the time had left the store, they got a new computer system and everyone looked at me like I was insane when i explained the situation. Fast forward to now, several years of trying to find resolutions with corporate, going into the store and constantly being told there is nothing they can do. I now have a 10k ring I had a lot of insurance and diamond bonds that is need of repair that no one within the company will help me with. I have been tied up for 2 months with an investigation specialist who has gotten no where and as of yesterday she told me if I wanted my ring repaired I would have to pay out of pocket. You would think when someone makes a 10k purchase and goes the extra mile to pay for insurance and diamond bonds you could a better customer experience than this. I despise this company and do not suggest anyone to purchase...

I have recently developed arthritis in my left ring finger . On Jan 5, 2024, I took my ring to Bowling Green, Ky to have an arthritic shank applied, or resized if my warranty didn’t cover the shank.. several days after leaving my ring, an employee called and told me the shank was covered and there would be no charge but the ring would not be back until Feb 24th. I told her that was o.k. as long as there was no charge. I even immediately called my daughter and told her it was covered by my warranty.I called yesterday, Feb. 26th, to check on my ring. I was told it won’t be back until much later, and it was NOT covered by my warranty. I told her I would have NOT agreed to the shank if I had been told it wasn’t free. She informed me that the other employee made a mistake and it was a misunderstanding. She said the total was over $1,000.00, but $200 of the other repairs needed would be covered. That still leaves over $ 800 to pay.My husband bought that ring for me in 2014 as an anniversary present. He passed in 2017. I am on a fixed income and am going to struggle to pay this. She said, “ our paper trail indicates you agreed to the shank”. I told her, yes, I DID, because I was told my warranty covered it”. Again, she said “ it was a misunderstanding and the other employee was wrong.” I lost my temper and told her it was a case of CMA. I cried most of the night last night and am still very upset. This certainly is NOT very good PR for this store. I have experienced positive reactions with this Zales before, but this is NOT acceptable. I...

Edit: talked with the store manager and she clarified and explained things to me and gave me a solution to the situation.

I've bought a ton of stuff from this store in Bowling Green, KY and they have always been good until the last year or so. My wife had to have her engagement ring resized several times because they couldn't get it right. It came back oval shaped and the band was super thin. She got this October 31st 2020. We had to send back several times so from the time she got it until Christmas she didn't get to wear it. We got married in June and we got an enhancer so the ring then sat down in the enhancer protecting it from wear and tear. So 6 months not in the enhancer but now they are saying that the warranty won't cover fixing the band on how thin it is. Even though that is how it was sent back to us and we were told that's just how it is going to be. 350 dollars or somewhere around there to fix it after they messed it up and I paid for the warranty. I filed a BBB report but haven't heard anything back. I would definitely go elsewhere if you want to be taken care of. When I called to try to get them to see if the warranty would cover it they acted very annoyed and inconvenienced. Take your...