Zales — Local services in Fairview Heights

I’ve had my Zales engagement ring for a little over a year, and the center diamond setting loosens every single time I wear the ring. Without fail, even if it’s just for a few hours. The stone has completely fallen out four times. I’ve sent it off to be “tightened” three times and every time it’s loose again the next day. Last time I took it in for my semi-annual cleaning and “inspection”, I didn’t mention that the diamond was loose at first just to see if they even inspected it at all. They didn’t. Just cleaned it and handed it right back to me without even paying enough attention to notice that the stone spins freely and the prongs were crooked. Two weeks ago, my fiancé and I went back to the store to have it sent off to be repaired once again. The lady we spoke to in the store actually sounded like she knew what she was talking about, which is a change from what our prior experiences were. She said that the four prong setting is intended for a square diamond, so it’s not holding my round diamond securely. She said she would have them add an extra set of prongs and that should fix the problem. But first of all, why are they selling jewelry that’s improperly set in the first place?

I got a call Wednesday that my ring was back, and when we went to pick it up they handed me my rose gold engagement ring, with a SILVER four-prong setting that sat about a quarter inch higher off the band than the previous setting (which looked awful because it’s a fairly simple looking ring). Are you absolutely KIDDING me?! We straight up told the lady that it looked awful and she just said “yeah, the silver is stronger than the rose gold”… Okay but it’s not a silver ring and that’s not at all what we asked for!!! She immediately took it back from me (before I even had a chance to take a picture of how ridiculous it looked) and said they could send it off to be fixed again. A few minutes later she came back and said they would put the original setting back. We had to explain to her that the issue still wouldn’t be solved and we wanted them to do what they told us they were going to do last time. Eventually she said she would have them change it to a six prong rose gold setting and she would send it to the jeweler manager this time.

My wedding is in THREE months and it would be nice to be able to wear the engagement ring that has sentimental value and, you know, cost a lot of money. Absolutely...

The store at St. Clair square doesn't even deserve a single star! I took 3 of the watches our university gives to retirees into their store to have new batteries installed (we did not buy the watches from them but Zales is an authorized dealer so I knew they would have the right batteries) Andrea replaced the battery for 1 watch for free but the they didn't have the batteries for the other 2 watches (these remaining watches were slightly different from the first 1) Andrea attempted to do a "rush" return at $35 per watch but I told her I only the 1st watch back that day. She gave me a claim ticket for the remaining 2 watches with a 12/11/17 return date. I went into the store on 12/15/17 and they didn't know where the watches were. Stephanie needed help even locating the phone number to "The Company" they sent the watches off to AND when she finally located it Stephanie told me it would take some time for them to track and that she (Stephanie) would call me in an hour - that was Friday.Today is Monday 12/18/17 and no one has called all weekend. I called at 11:15pm Andrea answered talking very fast (I had to interrupt and try to get a word in but she was in full argue mode) and with many excuses "sorry we didn't call you" and "I sent in one ticket but I didn't sent the second one and I just did that today". ARE YOU SERIOUS? She blabbered away telling me everything except when the watches would be in THEN SHE HUNG UP THE PHONE!!!! I have been ON HOLD with their corporate office in Irving Texas for 14 minutes and counting. I'll write another review once I find out how they plan to handle...

I am so upset about how this store has treated me AFTER my third purchase from this store. My husband purchased my wedding ring from this store around October 2019. It is now January 2023 and I have had several diamonds to fall out since then. Every time I have them to send my ring off to be repaired it takes so long to come back. This last time has me hitting the roof! My husband was told that he would receive a call when my ring came back and it’s been four weeks and he has not received a call one time although I have called them three times to ask why my ring hasn’t come back when I was promised it would be back within two weeks. The second time I called, they said it’s always a 3 week turnaround. Lie. The manager on the phone was very unprofessional and she even hung up the phone on me as I was talking, she claimed she didn’t know where my ring was. As it stands, I am still waiting to receive my ring. After this week, if I have not received my ring, they will be looking at a lawsuit to get it back. My advice? Do not go to this particular Zales, although they have a lot of beautiful jewelry pieces, it’s not worth dealing with the...