Zales Outlet — Local services in Burleson

My experience with Zales has been extremely disappointing. I purchased a new wedding ring for my wife in late November. The company was advertising 50% off for black Friday and I was excited to take advantage of the deal. The purchasing process was enjoyable and the sales associate was very knowledgeable and helpful. When I picked the ring I wanted she discussed the perks they offer like cleanings and repairs. This is when my expectations were sent off course. I was told for cleanings and repairs the ring had to be sent to a jeweler and it would typically take two to four weeks. For a cleaning that seemed a bit excessive but given the great deal I was fine with it.

Here is where the disappointment begins. The ring needed to be resized and my wife is fairly petite so it took a little longer to get down to a size 4 because it's not a standard size, again this is understandable because it's out of the norm. When we get the ring back it's mid December. My wife is a home maker and we don't go out often because we have four kids so the ring wasn't worn regularly. Late January she noticed one of the prongs had come off and it was missing one of the main diamonds. This was very surprising and a little frustrating since she had worn it less than ten times but, I knew that Zales would repair it free of charge and it should only take two to four weeks. On January 29th I took the ring in and was told because it was a special setting it will take longer than the two to four weeks I was originally expecting and my expected date to have it back was March 19th and at most it would be 90 days. My wife and I have called multiple times for updates and every time the expected return date is pushed back a little further. The current estimation is around the end of May. Today is exactly three months from when I took the ring in for repair and I still do not have anything more than an estimation exceeding the guaranteed 90 days. I'm in no way confident that the date will not continue to be pushed when the end of May approaches. To put an end to our frustrations, I went to the store today to request a refund and was denied; There is a 30 day return policy and it cannot be bypassed. When speaking with the manager I realized very quickly she had no interest in actually resolving the situation. When I asked her for another escalation path she said the only thing she could do is give me the corporate office number. When I asked for her supervisors number she responded with "I don't even have that". So, I asked how I can get in contacted with that person and was told that person was on vacation and she could follow up Monday.

Side note: when you call the corporate number there will be a hold time, don't bother selecting the call back option because when it calls you back you will be put on hold for the next available agent. In my case today I was on hold with the call back for longer than it said it would take if I had waited from the first call.

As of now I am still making payments on a ring that is not in my possession. In fact, I'm a couple days away from making the 6th payment on a ring that my wife has only been able to have for less than six weeks. At this point, I don't want the ring back because if it breaks again I have no trust in a timely repair. I just want my money back. I understand there is a need for a strict policy limiting the days for a purchase to be returned. There also needs to be a strict policy for how long Zales can keep someone's jewelry before they have to refund the purchase. I was under the assumption 90 days was where that line would be, but apparently not. At what point does this become criminal? I have a case open with corporate to resolve this but I'm going to keep my expectations low this time.

I caution anyone considering making a purchase from Zales to think twice before doing so. If you have to take advantage of their "Free Repair" perks be prepared for potentially unending...

Worst customer service I have ever experienced. I am a former employee of Zales Outlet so I am completely APPAULD at the service me and my boyfriend have received. He purchased a promise ring for me October 30th, 2020. We took the ring in to be sized October 31st and was told that the completion date would be Nov 14th. He called Nov 14th to see if our ring had arrived since we had not heard from anyone and the sales associate Bre said I dont know where your ring is, you will have to call back later to see because we are too busy I will forget. I called back an hour later, got the same sales associate and I asked to speak to the manager who apparently was working with a customer and could not help me so I asked Bre to check the status of my repair. I was then told that the repair shop does not do deliveries on Saturday.. so when I questioned why they would have a completion date set up for a Saturday then I got an attitude saying you cant bypass the date which is a flat out lie because I used to work for the exact same company and have picked up shifts at THIS location so I know how the computer system works. The manager then calls me back to assure me my ring will be in Tuesday the 17Th. ANOTHER LIE. Tuesday in total from me, my boyfriend, my mom and the manager at the mansfield location tried calling the store 23 times with no answer. My boyfriend finally went to the store and to our surprise STILL NO RING. I contacted corporate to make a complaint and was told I would receive a phone call or email this morning. Here it is almost 3:30pm.... NO PHONE CALL. NO EMAIL. AND STILL CAN NOT GET ANYONE AT THE STORE TO ANSWER THE PHONE. STILL NO IDEA THE STATUS OF MY RING OR WHERE IT IS AT. We will never be back to Zales or any Signet owned stores. If I could give a negative star review I would. Dont waste your time shopping here. If you do want to purchase from Zales go see Pam or Ardita...

Today my wife and I visited the ZALES Gateway Station location, for what we thought was going to be a simple ring inspection. Unbeknownst to us, we were greeted with such enthusiasm, smiles, professionalism, knowledge, and a sincere willingness to assist us in any fashion we required or requested, by an associate named Amber. With all the beautiful merchandise throughout the store, it’s literally impossible not to look around with sure amazement. While looking around, wife found a beautiful 3 karat, white gold, diamond ring. With the top notch assistance of Marc Ryals (Store Manager), Amber and Marc helped us to secure that beautiful ring. To make matters a true blessing, Amber and Marc worked selflessly and tirelessly to research and apply every possible ZALES discount available, based on the type of purchase we were trying to embark upon. We were astonished at the amount of money we were able to save on our purchase. Marc and Amber made our visit one that we will NEVER, EVER forget. Their commitment and excitement toward their opportunities to serve their customers is beyond reproach. When we left the store, my wife and I sat in our car, looked at each other, smiled, and thanked God for blessing us to have encountered Amber and Marc, and to have had such a wonderful and memorable experience with both of them. My wife and I collectively believe it would be extremely difficult for anyone to find or encounter two individuals working in any capacity anywhere in this world better than Amber and Marc. If you’re reading this review, and you’re considering a high-quality jewelry purchase, coupled with mind-blowing, discounted pricing, now is the absolute time to visit ZALES THE DIAMOND STORE, located at 1185 N. Burleson Blvd. Ste. 49, Burleson, TX. 76028. You’ll be ecstatic over your...