Zales Outlet — Local services in Castle Rock

I would NOT recommend the Zales Outlet in Castle Rock, CO ever. One of the Worst customer service I have experienced ever. I had a return from Xmas for my daughter it was aYellow Gold Ring and she did not like it and does not like Yellow gold. I purchased it from the Colorado Mills mall in Lakewood, CO - which is the STORE I normally always go to. I was going to the Outlets in Castle Rock, CO so decided that I could return it there and make it easier onme since I was spending my Saturday shopping an hour away from my normal comfort zone. Upon walking in the door I was greeted by a woman and I said I have a return, she then changed her whole way of talking to me. She opened up the Zales bag and pulled the item out and said "do you have your receipt" well of course I do I am returning soemthing thats over $500.00 and if I didnt I used my Zales Credit card I am sure she could find it. But, regardless i would not return anything without one. She then proceeded to ask me "Where did you buy this!" REALLY- Look at the receipt and it will tell you, and why did it matter where I purchased the the item anyways? She was Rude and then asked me "Why cant I ask you where you purchased it!" I wanted to right then walk out, I planned on looking around and finding something else, but after that customer service NEVER AGAIN. She then walked away and said I am going on lunch, thank the Lord she did because I never want to see this woman again. Then the Manager I think came to help the other lady who took over and he proceeded to ask me if I was going to return the 2 watches I bought? What the Hell, NO are they in the bag to return NO!!! And that since I used my Zales card I was going to get charged interest. I DO NOT CARE I told him, please do the return and I will leave, I actually had a ring that I needed my diamond replaced a repair and said that to the first RUDE employee but I never got asked about it so I left and went to the Zales at the Colorado Mills Mall after my shopping in Catle Rock, I would rather drive 40 miles away for awesome customer service then ever go back to Castle Rock Zales, I will be writting a review on Google and Yelp. The showroom manager a man - I told him how I did not like how she talked to me and I asked him "is it becasue I am not dressed right, I dont look the part, did she think I stole this!" That being said I had over 30k of diamonds and gold on my fingers and in my ears. I was totally profiled and I will never recommend this place ever again. She needs some training on how to treat customers, But maybe she does not have the right guidance and management to do so. I have a job that takes extreme customer service to the top!! And I would never treat anyone like that. I am a mortician and fuenral director and you only get one shot at making a lasting impression. If she works off commision she will probably quit soon, cause no one will buy from anyone with that attitude. I would give NO stars if I could. I have spent so much money with this Company and this LOCATION almost ruined it. Horrible Experience,...

So, this was my first time visiting any Zales location. I was in the area with my father and thought I may pick up my wife a little something for our anniversary. I get my jewelry custom-made from a local jeweler that I've had 99 percent of my wife's, mother's, grandmother's and my own jewelry made at. But since I already had a custom ring made for our anniversary, I thought maybe something on the cheaper side would be cute to supplement my wife's other jewelry, and something she could wear at work and not worry about damaging it. We walked in and were greeted. But after that is where our experience went down hill. I informed the gentleman that I just wanted something for a couple of hundred for a slight something extra to go with my wife's current gifts. However as soon as I said that, the gentleman's demeanor changed. He had no intention of showing me anything unless I prompted him multiple times. And he wanted to avoid pulling out anything that was 925 Sterling. He only pulled out the white or yellow gold stuff. I was specifically looking for Sterling because of the wearability for my spouse. However he just wanted a sale. He also didn't like when I corrected his knowledge on either stones or precious metals. If his deamoner was different throughout the whole thing. And not just the greeting I would have purchased a 600 dollar tanzanite bracelet they had on display, but that he only preferred to show me super expensive stuff and nothing mid-range lost him and the company the sale. Plus, as we took off we told him goodbye, but he didn't even want to acknowledge us as we took off and just rolled his eyes and turned the other direction. I will never shop at any zales, Kay's etc. ever again because of this entire experience. I decided to go to my normal jeweler to get my wife that something extra on top of her current gift I got, And now my wife has a platinum and black spinel bracelet to go with her platinum, red spinel, and diamond ring for our anniversary. I'm not afraid to invest money, but I won't spend money, no matter the amount if the salesperson doesn't want it or have any respect. Don't shop here if you require...

So upset with Zales Jewelry Castle Rock, my wedding ring from 25 years ago lost a diamond, we have a lifetime warranty, we dropped off my ring to Jacob at the Castle Rock Zales Factory Outlet, he said he couldn't find our original diamond purchase even though I have the original receipt along with the Zales Lifetime Diamond Commitment but he assured us it would be free and honored, HE EVEN GAVE US A RECEIPT that the diamond repair would be FREE and told us he could "pull some strings" if it wasn't which I didn't think was necessary because we have the original receipt!!..then he calls tonight, tells me he can't find our original purchase and can't honor my receipt or my warranty so it will cost $1500 to fix it!!!! So, I proceed to get upset, he over talks me, and then hangs up on my husband and I. So then I call Zales Corporate, on the phone with them for an hour, only to be transferred to a supervisor and get a message Zales Corporate is closed. I look up my repair online, and see that Jacob at Zales Castle Rock already closed my ticket! All this after he assured us a week ago that it would be free!! So basically, I'm left with a wedding ring that is damaged and Zales won't honor our warranty because they didn't keep records 25 years ago? I mean, it's just a piece of jewelry but I am not a happy camper. 😢 I'm so upset, I really don't know what to do about it. I cannot believe this is how you treat a customer and Jacob at Castle Rock Factory Outlet should not be allowed to lie...