Zales Outlet — Local services in Houston

If you’re spending money, the staff is friendly. But if you need assistance with jewelry you already purchased - don’t expect much help.

I’ve been a loyal Zales customer for over 15 years. My husband bought the Diamond Bond for my wedding ring over 14 years ago, and until now, we’ve never had a single issue. However, when I recently visited this Zales location to replace a missing diamond, I was met with unwelcoming glares, dismissive attitudes, and conversations in another language that felt intentionally exclusionary. Eventually, I was simply turned away.

When I asked for the corporate number, they gave it to me - with yet another glare and what felt like a clear message: “Good riddance.”

Thankfully, after I contacted Zales corporate, the Willowbrook Mall location stepped in and handled my case with professionalism and kindness. They honored the Diamond Bond and replaced the missing diamond at no cost, just as expected.

While the Willowbrook team restored my faith in the Zales brand, the customer service at this original location was unacceptable -especially for long-time customers who only want the jewelry they purchased and protected to continue bringing them joy.

I won’t be returning to this location, and based on how I was treated, it’s clear...

If I could review & give no stars, I would. I went into today, RISKING, but I needed to solder my wedding bands, as I was told by a “no longer employed” employee, that it would be free with the type of plan o have for my ring(ie. Warranty, purchase type, whatever) . So I kept this information in mind, to bring back & utilize this benefit & felt the extra money that was spent, was a great idea. When you have to wait for the door to be unlocked & asked what can we help you with off the bat, with the rude older guy at the door, & ok rudeness Karen lady co-signing that I was told wrong & was very confrontational with the tone. Rather than looking over my file, researching my purchase, or just fact checking against what I was told, it was a sign I don’t want to come back & be spoken to as if I can’t afford whatever I want in there without asking the price. He already mentioned it’s gon cost to get it soldered, before I even mentioned that I was told it was free with the warranty or whatever I had along with this ring. I won’t return to this location, & if this is a Zales tone as a whole, I’d rather spend money anywhere else but with this company and...

I don’t typically leave negative reviews however my recent experience still isn’t sitting right with me.

My fiancé purchased my engagement ring from this location in August of 2020 so we decided to go back for our wedding bands. We went in on 12/19/22 and worked with Tracy who let us know that womens wedding bands were 50% off until 12/24/22. We came back on 12/22/22 and were denied that. The manager said “that ended on Monday the 20”. I explained to the manager what we were told and even pointed out the employee who said it. The band I was looking at was 40% off and he would not honor the additional 10% to make it 50% like we were told. Tracy, the original employee we worked with on 12/19, even had our bands and my name written down on a “wishlist” in her personal associates book.

Had Tracy told us the correct information we would’ve acted and purchased accordingly. We ended up walking out and going to the Willowbrook location (the associate at Spring Cypress said as we were leaving “that’s fine they won’t give you any discount there either”) and after explaining what happened, we were given the discount there and impeccable service.

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