Zales Outlet — Local services in Elizabeth

I am so over this retailer. My fiance has bought jewelery for me here on plenty of occasions and we always purchase a warranty just in case of any mishaps. Every time we go in for a repair it’s a new issue with this place. From their computers not working, to them saying they give you “tickets” for repair when they never give out a ticket, to even turning me away for a second time because of THEIR computer, not to mention that I went in for a repair & the gentleman told me “it’s not even broken, I’m not sending it in” like I’m sorry? Who put YOU in the position to control MY warranty? Polishing and cleaning machine hasnt worked in over 6 months. They then proceed to call me and tell me I don’t have a warranty & then apologize like “oh sorry I didn’t double check the information before reaching out” They are disorganized & come up with random policies to turn you away. My necklace has been ready for months and not a single phone call letting me know to pick up. I had to call over to verify. Then my fiance goes to pick it up (since he’s the one who bought it his phone number is on the account) they tell him he can not pick it up. Associate told me to call 1800 customer service to have my fiance pick up the repair. Make this make sense Zales!! And get it TOGETHER!

** Responding to the manager, Stephanie who responded to my review: No worries I’ll reach out the 800 number just as your location instructed me to do so. We can speak in person when I go there to pick up my jewelry on Saturday if you’d like. My account is under Jasleen Castro if you’d like to look up my contact information and reach out. I do appreciate the prompt response to my review. Thank you for taking that time to read my feedback. My advice from one manager to another is to train uniformality within your employees then there would be less confusion about your policies. When one associate says one thing & another says something different, it causes confusion as of to what policies are real vs which policies are just said to drive your...

Really embarrassing to have to resort to a Google review when I had every intention of a brief transaction but here we are.

My brother (who is out of state) placed a BOPIS order and specifically listed my name as the person for pickup. Having my email and ID on hand I entered the store ready to get in and out as it’s the holidays and the mall being crowded I wanted to eliminate any and all obstacles after doing a 40 minute ride to begin with.

Having a background in retail, management, commission sales, AND fine jewelry, I have never felt more humiliated watching an entire staff with VERY little to do make below minimal effort to hand me a ~$350 piece of jewelry. Especially a team full of people of color BEING a woman of color.

I gave multiple opportunities to allow the staff to handle the situation - for a second I even contemplated purchasing another piece of jewelry just to eliminate the headache and resolve it myself but no. Their own system that I followed to the T failed ME in the end and yet I still felt guilty and tried to keep my cool.

My brother even called the store himself and I watched as the team hung up on him and he explained himself that they rudely disregarded him and cut the line and stopped answering the phone.

I really tried to keep myself from asking for a manager as I know Javier was already doing his best to solve the problem but even she disregarded the whole thing and made me feel as though I wasn’t doing my part to find a solution despite there being nothing in my control.

After 40 minutes I was able to walk away with the necklace.

Maybe my mistake was walking in in sweats not feeling obligated to be flashy to receive quality customer service and opt to be less respectful to retail staff and make a show instead.

Either way I know next time I’ll make sure my brother doesn’t make the mistake of following a flawed system of a popular retail jewelry franchise and make sure we take his money to my personal...

I came here to buy something for my wife's birthday. I paid in cash so that my wife wouldn't know where I bought her birthday gift (we share the same bank account). I asked the guy working there if we can return it, and he said yeah, no problem.

My wife decided she didn't want that, and wanted to buy something else instead. When we came back to the store, he said he couldn't refund it. He then said he could do it later, but he can only refund with cash and can't put it on the card. But he can only do this when he had cash, and he didn't know when that would be. We tried calling other Zales stores and the corporate office, but no one could help. They said it was corporate policy to only refund cash payments with other cash, and not pay it back on the card, even if they have had the cash for a month and know the money was legit.

It took almost a month before we got a PARTIAL refund. By this time, the cash has already cleared and gone to the corporation. Why can't this be refunded into our bank account, if you've already had the money for a month?

As said, it took a month for us to get a PARTIAL refund. This all happened in September. The store still owes us over $50, and we're at Nov 26 now, over two months later.

This is the dumbest corporate policy ever. I bought our engagement ring here, and then upgraded to a larger ring here as well. My wife wants to upgrade to an even larger engagement ring, which will be many thousands of dollars. We won't be doing...