Zales — Local services in Fort Smith

My fiancé got me a diamond bracelet in December. In the 7 months I had it, I had to take it in multiples times to get it repaired. The first time, the clasp needed fixed due to it constantly falling off. When I got it back, a few diamonds fell out about a week later. I took it back to have the diamonds added back as well as get it resized. When I went to pick it up, they gave me the links they took out, which included the slots where the diamonds fell out. They didn’t even bother to add them back in. I took the links back to once again request the diamonds be added back in case I ever wanted/needed to add the links back. About 2-3 months after getting it back, another diamond fell out. I took it to get fixed, again. 3 days after picking it up again, it officially broke. Not just the clasp, it fell apart between links. I took it in and told the manager, Hannah, that I wanted to exchange it or get a refund. I was incredibly respectful considering I am also a manager in retail and am very familiar with how it feels for guests to be upset so I wanted to go in leading with positive energy. She told me I could get a new bracelet & that one was probably “defective”. I told her that I didn’t want the same item due to having so many issues with that one. She defensively responded “That’s exactly what I said, it’s probably defective.” I understood that, but I was not trying to give her any reason to feel defensive I just simply wanted something new. She also told me that since it was over 30 days a refund was not an option (even with me having to get it repaired multiple times). I decided to leave and go back another day because she was being snappy with me the whole interaction which made me feel incredibly uncomfortable and unwelcome. I went back on my break the following day to try a few things on, and then went home to decide what I wanted for sure. Today, I went back and had the items picked out that totaled to the same price of the original bracelet. I was then told it could only be one item, and if it was less than the original bracelet they could not offer any sort of refund - I would just lose the money. Also, if it was less than the bracelet, the warranty for the new item couldn’t even be covered by the remaining cost. So, I had to find something the exact price of the bracelet to get my moneys worth, and still had to pay $250 for a new warranty. Also, the manager didn’t even bother to acknowledge me the last two times I visited. If you go to this location, i do recommend Morgan or Italy as both of my interactions with them were pleasant and they are always kind. There was another girl that took care of me with the official exchange and she was also amazing to work with but I don’t know her name. Zales policy is the opposite of a customer first business, and I highly recommend taking your business to Sissy’s Log Cabin or honestly anywhere...

Iv had nothing but issues out of my engagement ring. After getting my ring back from sizing I didn't even have it a week and a diamond fell out. Ok that's fine stuff like this happens I brought every piece of paperwork to take my ring back receipt, ring description book everything.We send it off to again be resized and to fix the missing diamond. I get my ring back today with no diamond in it. They tell my fiancé they couldn't fix it because I didn't have my paper work when I brought it in. We had to drive back to our home town that's 40 miles away to get the paper work and drive back to fort smith. The solution was to send me home with my broke ring to wear until they could get a display ring sized to my size. Then in the meantime have a ring made to fit me. Which is great however I need explained to me why my ring was sent off for 6 weeks to be sized and a diamond replaced for it to only come back sized. Standard time for sizing is typically 2 weeks. That being said I could have had my ring fixed between now and then. My fiancé purchased the ring November 18 2016 the day I was proposed too. Taken for sizing Monday November 20th 2016. My ring came back December 7th 2016 and then returned to Zales December 14 2016 due to it being too big and a diamond falling out. I have not had my ring since until today January 20th. That's over a month it's be gone to be fixed when it wasn't fixed. I'm not happy with my service at Zales. I asked for my money back multiple times because I'm so upset with this company. I feel the only way I would be ok with being without my engagement ring longer than Iv been engaged is to have my diamond upgraded with my ring custom to...

Do NOT use this shady business. We had 2 rings custom made in 2022, we chose Zales because Conner our sales person told us they had a lifetime warranty if anything happened to them. One of the rings was damaged and we brought it in to be fixed. They tell us he had been fired and there is no warranty on my custom rings. They said it shouldn't cost much to have my ring fixed and they could still send it off for me. Maybe $75 cost to me. I said that was fine. 4 months later. I'm picking up my ring that has not been fixed and is now missing a stone. The manager Hannah told me there was nothing they could do. She referred me to a 1-800 number.... that was her solution to this problem. She told me "she wasn't getting fired like Conner by fixing a problem he caused". WOW. So now apparently I just have to spend $2,000+ for a new customer wedding band. These people are the WORST to deal with. Unprofessional, not knowledgable, rude and unhelpful...