Zales — Local services in Hoover

Buyer beware!! I searched for months to find a ring that I wanted for Christmas. My husband I went to the Galleria location to get my size and we wanted to look at the one I had found. Unfortunately it was an “online only” item. The woman who got my size acted as if she was not only inconvenienced by us but as if she was better than us. So my husband ended up ordering the ring and gave it to me on Christmas Eve. When I took it out of the box and put it on I noticed one of the diamonds were missing. My husband immediately called their 1-800 customer service number and they directed us to take the ring to the nearest Zales and they would decide wether to have the ring repaired or replaced. Being Christmas Eve night the location was closed and closed the next day for Christmas. We went to the Galleria location on December 26th and when we explained the situation to an employee they went and got the manager. The manager then asked what we wanted done. I told them I wanted it fixed. Then they asked if I had the paper work for the diamond bond that came with it. I told them no that it should be fixed period considering it was a brand new ring. After about 30 minutes of talking to the manager she said she would take care of it and we wouldn’t have to use the diamond bond and we wouldn’t have to pay for anything. I even went ahead and bought the extended warranty on the metal and the sapphire. The manager said it should be ready by January 7th. When that day got here my husband called and it was not ready yet. Well my husband got a call yesterday, January 10th, that the ring was ready and that it was going to cost $110. When we got there to pick up the ring the woman that was working was the rude woman that waited on us before and the one that rang up my extended warranty. She told us it was going to be the $110. I told her we weren’t paying a dime that the manager was supposed to be taking care of it. Apparently the manager was not there and had made no notes of anything!! I got extremely frustrated and upset. Eventually, after getting verbal and irrate, another employee came over and tried to calm me down. The woman ended up giving us the ring and not charging us. None of this should have ever happened. I will never buy another thing from...

Walked in yesterday for a ring cleaning, was immediately greeted by an associate to where I advised her I would like to get my ring cleaned. She told me to stand behind a customer who was inquiring on watches as another associate was at the cleaning station and she would take us next. We stood where we were asked. Shortly after the one associate moved away from the cleaning station to where we walked to and waited for assistance. The associate who originally greeted us walked to the other side of the store and ignored us. We made eye contact with her several times to where we weren’t helped. Another associate who was helping a customer asked if we needed help we mentioned we were told to wait on her for a ring cleaning, she advised us the other lady could help us or we could wait on one of the ones who were busy helping customers. The associate who first greeted us made eye contact again but never walked to the cleaning station. We walked over to her to where we were given attitude. We walked back to the cleaning station area where she shortly appeared and then stated “I never said she was going to be the one cleaning it but she’s with another customer and since Covid we can’t have more than one person at a station”. She then wanted me to put my ring in a basket and wait on the other associate who was helping another customer, I told her I would not be putting my ring in a basket for someone to walk by and grab. We asked why she couldn’t clean it, she then said I will. So you know my ring that I care for was put in a basket, took 2 minutes-if that to clean, sprayed with sanitizer, and then handed to me in a napkin. Lord bless the customer service at...

I went in to have some of my wedding ring’s stones replaced. (It’s not a traditional band, but more like an engagement ring.) The first problem cropped up when they said I would receive it back within 2 weeks. 2 weeks goes by and I haven’t heard anything. I call them, and they say it should be just another week or so. I call back then, and the person I spoke with then said they couldn’t say when it would be returned bc it was an issue with the jewelers they send the rings to, as if it was sent to a different company and they had no control over it. They could give me no timeline. I asked for the other jeweler’s direct information, then, if they couldn’t tell me what the issue was and they said they could not do that. Why is that? No clear answer. Not store policy or some nonsense. FINALLY got the ring back close to 3 MONTHS LATER!!! Then not even 3 days later I noticed that the exact same stones I sent to have replaced were again gone!! WTH?!? I immediately called and spoke with the middle aged woman and she was friendly and said bring it back and we’ll redo that for you. When I replied that I don’t want to go that route since last time you gave me a out time of 2 weeks and it didn’t come back for 3 months and then the stones fell out 3 days later!!! Why would I redo that process?!? That’s when got an attitude and all of a sudden I she said she couldn’t discuss it over the phone and then insinuated that I was trying to scam them and somehow get different stones replaced!! Wha?? That’s aside from the fact that my ring finger felt naked and vulnerable the whole time!! Truly terrible experience and I would never recommend this location or...