Zales Outlet — Local services in Cedar Hill

Hate this place with a passion!! Review so long could not fit. First, time was about three years ago, I ordered my wife's wedding ring online and had it shipped to the store. Went to this Zales location as it is literally 10 mins away from my house (driving back roads) and had to provide my name for pick up at least 4 times. I just handed the lady my driver license to her and said since you keep asking for my name so here you go, it has the spelling and the billing address on there. She finally found my order after 20-30 mins of the run around and since it was already paid she just printed a receipt and sent me on my way. She did not offer anything after that and I mean nothing, no warranty, no other items to look at, hell not even a good day! Yesterday, I visited the NorthPark mall location which is about 30 miles away from where I live and about 10 from where I work and I purchased some diamond earrings for my wife for Christmas. After making the purchase (3-4 hrs. later) I decided I was not happy with them and wanted to go back and see what else I could get. So seeing how this Cedar Hill Zales is only 10 minutes away from my house and I was already off of work I went to this location. Only to be failed and frustrated to where I left pissed off. One lady came and asked me how she could, and I told her I JUST BOUGHT these earlier in the day and I am displeased with how they look, she stopped me there and said maybe they need to be cleaned and let us check the diamond clarity etc. So she handed them to the manager (I suppose) who was working with another client, there I waited about 20-30 minutes for her to wrap up. She calls me over and I repeat the story I told the lady earlier, and her response was "this is weird", which was repeated about another four times. I immediately was able to determine this store nor was manager going to be able to help me, so I asked do I need to go back to the other location because I don't want things to be "weird". She stated no and that they didn't even know they sold diamonds like this, I said I worked with Alonso from the location and he sold them to me. If you need to pull footage of me in the store, then let's do that. She said oh no, and walked away without telling me what the next steps are. So she picks of the phone and calls the other store (I assume) and I can clearly hear here stating to the other person on the phone "I have a customer who claims he purchased these earrings from your store, but there is no name. I don't see how there is no name and these were purchased". She went on for a couple of more minutes and stated I will verify him with his debit card. She then takes another 3-4 mins to discuss production numbers with her peer, and I quote her "we were down 4 today, 10 the day before, and 10 the day before that, I think this weekend we will be able to knock it out the park". I then began to tap on the glass to remind this manager I was there in the store (still), seeing how she said she was going to verify me by debit card, I already pulled my debit card out along with my license. She smirks and I then stated do I need to go to the other store and return these. She says no it's just that it is strange and by this time I was done hearing the words "weird" and "strange", I told her give me my stuff back and I will drive 30 miles north back to the other location. She went on a ramble on how she was going to help me, but that it was just a "strange" situation. I was done and I told the lady several things (did not cuss or raise my tone) how she was treating me like a thief and that I was not here to get my money back, but to swap out the earrings for another pair. As I am looking at this lady and telling her stuff, my memory serves me and guess what, this was the same lady from my first experience with this crappy zales. I reminded her that she has horrible reviews online and I can see why. I reminded her I am going back to the other location just to get a full refund, because this is horrible and I told her she has ruined both my purchase experience. So to...

Went in on August 2nd to have a few things inspected and signed off on. Looked into buying another ring as well. While checking out for the new purchase the lady who originally started helping is out returned our items. Upon my husband putting his wedding band on it was cracked where they supposedly inspected the diamond. Sales associate starts claiming that there's no way it could've happened in the cleaner blah blahblah supposedly ordered a replacement and should be in by the following Tuesday since it was coming from another store. Also discussed with manager the details and if it was cracked before being in the cleaner sales associate should have mentioned it prior to cleaning. Well they stated they would wave the additional cost for the new rings warranty fee. Called Wed and Yolanda was too in a rush to get me off the phone and could not tell me any information on the order itself. Finally she got my info for a call back with information. Calls back said my sales associate was Lucinda and that she did place order with no ETAjust that someone would call. Called again Friday and Carissa stated she could not find anything about the order as well as that the manager Moore would return the call Sat. No callback no communication. Called customer service and filed a complaint but still no resolution on the replacement. Worst place ever to do business. I would reccomend recording your entire transaction and getting all sales associate names...

It would be a 5 if the Customer Service was better. My husband and I have been loyal customers since 2004 at this location.

Today, there were new faces, that need to be properly trained. I took my ring in for its 6 month check up. The first Lady could not find it in the system, she asked the second Lady for help. The second Lady told me to bring my diamond bond back up there in order to help me. She didnt attempt to help the first Lady. It was purchased at that store, it should have been in the system.

When I came back, the line was long... it was still the same 2 Ladies. A third Lady came in, a familiar face... she was able to find our account with info. She was very professional and apologized that I even had to drive home and back. She informed me of a recent system upgrade. All the first 2 Ladies had to do was search the system. Instead of having me drive all the way home due to the laziness and lack there of wanting to assist.

Just because I wasnt making a purchase, doesn't mean the customer service provided to me originally should be less than. I've made many of purchases due to the more seasoned worker's customer service. But if this is what we will be getting from here on out, I will no longer make any new...