Zales — Local services in Fruit Cove

Disappointing Experience at This Location

My fiancé originally purchased my engagement ring at the Town Center location, where we received excellent service despite some minor technical issues. Unfortunately, our recent experience at this location was the complete opposite.

We visited three weeks ago to have my ring resized, and the treatment we received from the staff was deeply disappointing. An older black woman with her hair tied up and wearing a black cardigan assisted us (we were not given her name). Throughout the entire process, she was unhelpful, unprofessional, and made us feel unwelcome. She seemed reluctant to let us handle our own ring and outright refused to help us determine the correct size, leaving us feeling dismissed and judged.

We are a younger couple and dressed casually during our visit, so I tried to be understanding. However, her behavior felt discriminatory, as if she assumed we couldn’t have purchased the ring, despite us providing documentation from three years ago. If there were any doubts about our ownership, a professional response would have been to clarify —not treat us like potential thieves.

Adding to the frustration, she decided on a size 7 for the resize without consulting us or considering whether it might be too large. She also warned us the band might break due to the original size being around a 5.5, which added unnecessary stress. Despite our concerns, we reluctantly left the ring for resizing and waited over three weeks to receive it.

When we finally picked up the ring, we were met with the same unwelcoming attitude, and the condition of the ring was appalling. The band was warped, there were visible etchings from poor welding, and, shockingly, part of the ring now appeared to be made of a different metal. What should have been a simple resize turned into a mess: our white gold ring now has an obvious infusion of another metal, (I'm guessing sterling silver)—something we never requested or approved.

As someone who has worked at Kay Jewelers in the same mall, I know how crucial attention to detail and customer care are in this industry. It’s astonishing that such blatant flaws went unnoticed or were deemed acceptable, especially by a company of this size and reputation.

Now, we are left with no choice but to take the ring to another jeweler to correct this costly and disheartening mistake. This experience has left us feeling insulted and disappointed. I sincerely hope the management at this location takes steps to improve their service and craftsmanship to avoid similar situations for...

My fiance originally purchased are wedding bands at Zales near Orlando; which was amazing service and excellent selection. Unfortunately the woman who helped us- sized my fiance and myself one size to big for both rings. When my ring came in they were able to fix mine by the next day, unfortunately my fiance's ring is not able to have the same quick results.

Since I'm moving to this area near orange park mall to be with him I went to the closest Zales for our convenience, (which was this location). Although I didn't have all the paperwork the two women there were extraordinary and even took the information they could use to further assist the following day. Unfortunately one of the ladies that was helping with this issue has the day off so her manager for the store was supposed to contact him or myself regarding the issue. - I now have to go out of my way to wait and deal with the issue at the original store because the store manager for Orange Park Mall Zales became very rude over the phone and started yelling at me, she told me to be quiet. After the second time of her telling me to shut my mouth so she can explain a separate customers situation, I felt best to hang up on her and just deal with professionals in my old hometown. I don't have a clue how this woman became a manager for Zales let alone a manager without customer service skills...

She was very rude and did not even listen to comprehend the situation, instead she started talking about a separate client and informed me that I didn't have an understanding of the situation when she didn't grasp it herself.

In that particular Mall there are two other jewelry places that have 60% off sales going on for new jewelry not used I said just shop around if you're in this area because Zales store manager and her attitude we're very uncalled for and extremely unprofessional considering I never raised my voice I was very polite and I used my manners where she did not. It takes a lot for me to hang up on somebody but certain situations you're just wasting your breath trying to argue with somebody who clearly is ignorant, I highly recommend avoiding...

My original engagement ring and wedding band come from Zales and they have always been wonderful to us, but twice at this location we have been treated very poorly. The first time I came to inquire about getting my ring re-dipped. The associate states that they don’t send items off during Christmas (fair enough). So, I asked if she could just clean it for me since I was already there. Her attitude was just awful. She took my ring, sprayed it and scrubbed it for half a second. She never placed it in the ionizer (I don’t know the technical term) and she hardly looked at it. When she handed it back it still had gunk in the halo portion. Today we visited because we received some jewelry from our grandmother and we needed a consultation on getting different settings as well as additional jackets and crowns made to give an antique feel to the heirloom diamonds. She, very curtly, told us we could go to the jewelry show in late January in St. Augustine and there was nothing she could do. She wouldn’t even hear us out on the vision I had. We researched and see that zales offers specialists that help you design completely separate rings (not just reset them), but she wouldn’t let me get in a word edgewise. I am wondering if this is because myself and my sister are in our mid-twenties and she assumed we couldn’t afford the service, but it was the same associate twice who was very short, rude, and cold to us. Zales lost potentially thousands of dollars in sales that we were absolutely ready to pay in order to honor our grandmothers jewelry. We took our business to Kay and they...