Zales — Local services in Farmington

Update 2: We were contacted by the store manager (Agnieszka)and informed that the district manager offered a lifetime warranty to cover the repair and future issues. We had to pay for it (which we were fine with), and we’re satisfied with that resolution after getting the full details from Kristen in-store.

We’re grateful for the support and want to thank Kristen and the other friendly staff who made our original purchase and follow-up experience great. However, we were disappointed that Agnieszka made it a point on our call to say this was only being done because of our review and emphasized that it was the district manager’s decision. That comment felt unnecessary and took away from what could’ve been a more positive and professional follow-up.

We hope the repair process goes smoothly and want to sincerely thank the District Manager and team for stepping in and making this right. Update: We've discovered this may be the store manager from another 1 star review. Original: I purchased a pair of earrings from Zales on Mother’s Day (yesterday afternoon) as a gift for my wife. She works overnight shifts and was excited to wear them to work that same night. When she went to put them on, she noticed an odd gap in the latch but assumed it was part of the design. As she gently tried to close it, the earring completely fell apart. She was extremely disappointed she couldn’t wear them.

We returned to the store the very next evening (today) seeking support or an exchange. Unfortunately, we were met with a very frustrating experience. The associate(now discovered maybe manager), Agnieszka, immediately accused my wife of damaging the earring—without taking a moment to understand what actually happened. She proceeded to explain how to wear an earring in a condescending tone and pointed out the same gap my wife had already identified as a concern.

What upset me most was how quickly Agnieszka placed blame on my wife. She was visibly upset and understandably so—this was a brand-new item that broke the first time she tried to wear it.

We were told the only option was to get a repair estimate, which we reluctantly agreed to. But the way the situation was handled left a very negative impression. It’s incredibly disheartening because this entire experience was the complete opposite of the pleasant experience when purchasing the earrings just the day before with another employee. What should have been a meaningful gift quickly turned into a frustrating and disappointing situation—made worse by how we were treated when we came back for help.

If we’re expected to accept that an estimate is the only resolution available, staff should also be expected to treat customers with empathy and professionalism—not immediate blame. I expected much better from Zales.

Knowing now this is the store manager we may have been dealing with I hope a better resolution...

If I could give a 0 star rating I would. March 12th was my 10 year wedding anniversary and my husband surprised me with a 10 year updated ring from zales. The day it arrived we notice it was a little big so we got it resized, before I could even enjoy the ring 1 diamond had already fallen off, mind you it's real diamonds. We went to zales to get it fixed because it happen within 2 weeks on owning the ring, the first manager and customer rep that helped us were great and sent it off to get fix with no issues. They told us we had to wait 2 weeks to recieve the ring, 2 weeks later we get a call saying we had to pay $400 and the ring was never even sent off to get fixed, so they took 2 weeks to let us know. Their 60 day warranty was not granted even though they promised it to us since it was only 2 weeks since we purchased the ring. The big manager "Agnes" from west farms called us and told us to come in to help us find a solution. When we arrived she was rude and offered no options but to refund us back our money.. didn't offer exchange or anything. When my husband asked about warranty or exchange since we just wanted it fix and wanted to keep the ring, she said "aren't I giving you an exchange now technically? You know since I'm refunding your money?" We never wanted a refund, we wanted it fixed and she said that's all she could do and then kept harrasing us into trying to buy a ring there "since your here anyways" and kept trying to push a credit card on us even though we said no multiple times... I did not want to buy a new ring there , they ruined the moment for us and with what we went through, I won't ever do service at zales. We lost 150 we paid to resize 2 sizes down along with the ring for my 10 year anniversary...when we didn't want to buy a new ring she kept asking if I was just set on my ring ! Duhh it was a gift for my 10 year wedding anniversary.. its the meaning behind it..not the ring. Why would I choose to "pick out" another ring when it was a surprise...

Be aware before you purchase from Zales. Customer service is not Zales strong suit. IMHO their policies are rigid and not customer friendly. My husband purchased 2ct total weight solitaire diamond earrings…8 months later lost a backing…being screw backs I knew I couldn’t use any other backing…went to store and was told the posts were stripped…yes, I’ve worn them…however I’m retired and we don’t go out often. We were told it would be almost $200 to repair…what?…I understand paying for the backing , but not the stripping…believing the posts were defective. They convinced us to purchase a warranty for over $450…after thinking about it and deciding this was crazy I called the store and asked for the district managers email or phone number. No one in store would share the info I requested, stating it was against company policy - finally, the manager agreed to refund the warranty $, after my many emails asking for this for resolution! The store manager refused, as well as the NE district manager, to do online…even after I pointed out Covid, RSV and flu on the rise and we have medical conditions …asked them to email us and we would sign any form(s) they required to release their liability. NO way, not their policy. We went to store yesterday, store manager issued credit immediately didn’t even need our credit card to complete transaction…could have been done online. The store manager was far from warm and friendly! We will take our business to a jewelry store that treats customers with respect and understand their concerns. The ass’t manager did his best to help us, but because of policies...