Zales Outlet — Local services in Enterprise

The seemingly astounding level of incompetence at this store is almost impressive. It's the kind of experience where you're actually surprised that it could indeed get worse.

I brought my wife's engagement ring to have a missing diamond replaced under the lifetime warranty. It took around 30 minutes for the employee just to find my account - the same one I've had with Zales since 2020. They first said that I did not have a lifetime warranty which was later corrected on a second visit to the store where a different employee finally found my warranty. I was convinced to send my wife's wedding ring at the same time too.

I got a call later that my rings were ready. Upon arrival, it took another extended period to find my account. They then dropped the news that my wife's wedding ring had been lost - a crushing blow. Fortunately, they had an exact replacement, and we sent that off for sizing. However, they presented the engagement ring proudly - only for me to discover that the diamond was never replaced. We sent off the engagement ring again to get fixed.

A total of four repairs/inspections were conducted in this ordeal, and after everything was settled, it was seven visits to the store. I was promised compensation at the end of the debacle personally from Teresa after the fifth visit.

Upon calling for my compensation, Chanel rudely stated that I need to call corporate now and hung up the phone. I had to call back to get the corporate number. A call to corporate eventually earned me a $200 gift card.

The staff at this location seem to need a refresher in typing in numbers correctly (such as phone numbers & repair numbers), verifying that repairs were actually done before giving the ring back, and following through on their promises.

My advice is to not be lured in to buy something from the salespeople who appear to be friendly but seem to be too absent-minded to ensure that your thousands-of-dollar investments are...

I visited this Zales store looking for a watch and found one I wanted.. I purchased it with a Zales gift card I had and left the store with the watch.. Upon reading the setup instructions I realised this watch did not have the options advertised in the store. The next day I returned it to the store and found a watch that had what I wanted. I was returning one watch to replace it with another. I also bought a necklace that day using the gift card. When the employees tried to offset the difference in costs, it showed me having a balance of about $20. When they tried to give me a gift card for the difference, they realised they had no gift cards to use for the balance. The person helping me called a female employee and asked her what to do. She looked for a usable card but didn't find one to use. She then stated there was no other way to give me my $20. They suggested I buy something else in the store for the $20. There is nothing there for $20 i wanted. She then told me there was no way she could give me my money. I asked them to take my name and info and mail it to me when they got more cards. She didn't want to do that and repeatedly said there was nothing she could do.. She would not give me cash saying the computer won't let her. She really didn't care about customer service saying there is nothing I could do. By now my wife and I are getting upset due to her non-caring attitude. Finally I said take my personal info and mail me a card. She finally realised it was the right thing to do and took my info. After a week and a half, I got my card. I have spent a lot of money in your stores and sad to say those days are gone. Someone should tell her what customer service is other...

Ordered an engagement ring for curbside pickup which was a total fail. Received an email with store details and a link to click on to let them know I was on the way. Problem was the link did not work. Well I got a call from an associate letting me know my order was ready for pickup and if I was still doing curbside pickup. I informed her I was and she let me know that was fine and gave me directions on where to park and let me know to call her when I was parked. She asked around what time I would arrive which I let her know and she said that would work. Now when I got to the designated curbside pickup area I called the store which didn't answer. I gave it a couple of minutes and gave them another call and still no answer. I did this 4 times and never got an answer. So I walked into the store which no-one acknowledged me and stood there for a good 10 mins. Finally someone came and asked if I needed help. I told her that I was there to pickup a ring since no one could answer the phone to do the curbside. She informed me that unfortunately they couldn't answer the phones when there is a guest which in turn made me feel like I wasn't a guest at all.

Now I understand there's times when you get busy and its hard to attend to all but what I don't understand is why they cant answer a phone to let you know. There is no way to check in with the email that was sent so you would expect they would be more attentive to the phone. That's not the case and it boggles my mind that they couldn't simply answer and say to give them a couple of minutes. I arrived at the time I said I would and still no one thought that maybe that phone call was the person who was doing...