Zales Outlet — Local services in Gloucester Township

Terrible customer service. My sister and I went there to repair her necklace that needed soldering. After a brief scan of the necklace, we were told by a Gail that we’d have to remove 3 knots on the chain ourselves before it was sent off. She then proceeded to get a safety pin for us to remove the knots, and that was only after a colleague suggested it. We were at first told to use our fingers.

We asked if we could pay to have the knots removed along with the soldering, and were told by Gail that there was just no possible time, given the holidays. After much going back and forth, she relented and gave us a price for each knot ($15), something of which she originally said there was no price for.

We asked, again, when we could anticipate picking up the necklace, and again were told that the location was just too busy to remove the knots before sending it off. Again, after much back and forth, we were told it would take a total of 6 weeks to have the knots removed and necklace soldered.

Completely understand that the holidays are a busy time for everyone, but by 1) not being able to remotely share a time period, let alone 2) putting together an arbitrary price for the removal of 3 knots, we were both taken aback by the lack of consideration and, simply, help from the Zales team at this location.

Maybe the fact that it’s an outlet has something to do with the lack of professionalism. But...

Our ring was purchased online and apparently Zales does not offer warranties for merchandise purchased online. Online orders are only backed for SIXTY DAYS and it’s now been 4 months since purchase and the ring is damaged. So you only guarantee the quality of your jewelry for 2 months???????? The ring was picked up IN STORE and today they offered us to buy a warranty for the damage of the ring. Why didn’t you offer the warranty purchase on the day the ring was picked up? Clearly at pickup you knew it was an online order. Point of the story: Zales only backs their online purchases for 60 days and they inconsistently offer warranties at time of pickup because they want to get the most money out of you.

Our sales associate was the best and really tried to help us. However the manager Chuck is by far the worst and should not be a manager. His only concern is policy and not Customer Service which is the business he’s in.

No one wears name tags so I don’t know the associates name but she was at least...

Took my necklace in for a repair on the clasp. This was in May. I got my necklace back and over 3 inches of my chain was missing. Took it back to inform them that I was missing links. They sent it back and I got about 5 different reason why my chain was missing links. So this leads me to tonight and 4 months later. I get a call telling me the jeweler that stole my links(I say stole cus he/she could not find my links.) could not make my link cus these link are old and they do not make this style of chain anymore. This chain is 25yrs old with alot of emotional attachment for me to this chain. So back to the call. They tell me they can not make the link. That they would give me my chain back plus 800 buck for the missing links. They try to tell me they can not put a valve on the chain. Lol. So you can not weight my chain and give me market valve to come up with the valve of my chain? DO NOT USE THIS JEWELRY STORE OR ANY ZILES STORE. THEY WILL NOT STAND...