Zales — Local services in Fairbanks

I will never take jewelry here for repairs again. The only positive was a friendly and helpful store associate named Amber. The rest of my experience was awful. I had two ring repairs. I brought in an unmatched pair of weddings bands to be resized and fused together. I got them back the correct size, but there was a gap between the bands so large that I could put a fingernail through it. When I brought it back, the associate agreed it was badly done, and the store manager, Jo, said they would unsolder them for free, but they could not fix it and they wouldn't refund me for the cost of the solder. I was also told that Zales is actually switching their repair company because they've been getting so many bad repairs back (reassuring). After contacting Zales' customer service, who also told me no, I contacted the BBB and asked for help mediating. Shortly after, the store manager let me know that they would refund me for the solder and unsolder it for free with a different jewelry repair company of their choice. I agreed, and got my refund of "$71 and whatever change" - direct quote from the store manager when I went in for the refund- and finally got both bands back, unsoldered. The second repair I did was a prong repair and resizing on my grandmother's ring. When I got it back, it had been resized correctly but the gold plating was polished off. They sent it back, and when I received it the gold plating was back on, but the ring was back to its original size! Somehow the store lost my receipt and even though Amber told the store manager that I brought it in for a resize, Jo didn't believe me and refused to send it back to be fixed (again!), citing lack of proof of the resizing on their end. I left the store in tears over two such sentimental and meaningful rings being mishandled so badly. I was able to find my receipt the next day, and brought it into Zales. While Amber worked on the paperwork, I walked next door to Torrid and, to my surprise, Jo was at the counter there! When I left and went back to Zales, she walked in about 20 seconds later, walked up to Amber and I, and tapped the counter with a "she didn't get it resized" She did not ask how I was, if I'd found the receipt, or even how she could help me. It was very rude, and extremely frustrating. I finally got that ring back with the correct sizing. After all this, I will never take jewelry there again, I won't buy from them, and I wish I'd never set foot in Zales. Two repairs that started in April and June turned into a huge fiasco that only concluded in August. Store manager Jo was so rude and unhelpful, I also won't be buying from the Fairbanks Torrid...

Sales staff at this location are very sweet, organization of procedures could be improved however the staff are all very understanding.

My husband and I purchased a wedding band for myself a few months ago, unfortunately after about 10 wears, 4 diamonds came lose with one falling out completely. I sent the ring and my engagement ring (that was purchased from a different jewelry store) for repairs.

Engagement ring: size down from a 5 to a 4.5 Wedding ring: tighten all diamonds and replace the missing one (a diamond replacement guarantee comes with a Zales diamond purchase)

Results: my engagement ring was barely smaller than a 5, it was not resized correctly at all but was scratched up on the metal quite a bit.

I was told 2 weeks turn around and it almost became a month long ordeal. They were closed almost everyday of the week due to staffing issues (I was told by someone else their staff all quit) so getting ahold of them was close to impossible. Upon pick up both rings were noticeably dull and dirty. The wedding ring had multiple diamonds loose and spinning, the diamond they replaced was a different color, much darker and cloudy next to mine. I was told the diamond replacement policy covers a Diamond of the same quality of the one lost so it should have matched. I was originally quoted $165 or something similar for both rings to be repaired. I was met with a bill over $300 for only the two rings upon pick up. I refused to pay it and ended up paying $35 to get my rings back, honestly I shouldn’t have paid that but I didn’t want to push the sales staff or make them uncomfortable. Thankfully one of the staff recommended me to another local shop that does repairs and they did an amazing job undoing their mess Zales made and only charged $150.

Again, sales staff are sweet but not the most knowledgeable on the items sold in store, and lack communication with each other and customers. To save yourself time, money, and tears, do not use their repair services as it seems to be a nation wide issue with their third party repair...

The customer service here is a joke. The lady told me that I needed an appointment to pick my jewelry up, and when I told her 3 she then said lunch was from 3-4. And then I told her I never needed an appointment before and she insisted that I needed one. I then told her they never have customers and I didn't need an appointment to drop my jewelry off. She then said ok you don't have to have one. So I went in at 4 and on the store sign it said out for lunch till 4:30. I was so mad she lied about her lunch time. They always have 2 people in there. I work in retail and I can't believe they run that store like that. I will never buy from zales or recommend...