Zales — Local services in Joliet

Now normally I don't take time to write out reviews but this time its worth it! about a year ago I Purchased my finances engagement ring and wedding band online and had it shipped to the Lombard IL location and did all of my business at that location until my fiance and I moved to Joliet this past april.

Between online customer service and the Lombard Location and its employees....I was severely losing hope in the Zales Brand its self and as a Company. Between Horrible customer service, being lied too / given completely wrong information from employees and feeling unappreciated whatsoever ( even after purchasing the most expensive warranty too) I began to loose hope and embarrassed i even considered Zales....

THIS JOLIET LOCATION IS THE BEST YET EVER!!!

Long Story short my fiance completely totaled her ring in a biking accident and i was unsure if Zales would even be able to salvage it... missing diamonds cracked shank and all!

Reluctant to go I still decided to try with zales on last time but instead at this Joliet location. Upon entering I was immediately greeted by Angela Martinez. I explained my situation to her and she happily and promptly gave me multiple avenues of how i can use my already purchased warranty and resolved the issue completely and saved us the most money. Every time since i returned for sizing and engraving to this location has been PHENOMENAL!!! I have only chosen to work with Angela as her customer service, knowledge and problem solving is unmatched! Give Her a RAISE ASAP!! The management and all other employees at this location are amazing as well, this location has completely reinstalled my faith with the Zales brand....This location is the only...

Placed a order online and the next day got a email saying order was ready. Cool so the next day I got a email saying I must pick it up in two days or they will re stock. No problem coming to get my order. Then I get a email saying thank you for picking up your order. Um I never picked up my order. Call the store no sir your order is not here it says it hasn’t delivered yet you need to call customer service. Call customer service sir it looks like your package might be lost I will start a trouble ticket and you should hear back 7-10 business day. I was on the phone for 30 minutes and after I hung up I said this is BS I want my money back. Next day I message customer service again and this agent tells me the item was already in stock at the store they just needed to wrap it up. Now I am really confused call the store back girl says no we don’t have it and I said how is that possible was it stolen? She says oh wait this was a in store pick up? Yes mam ok we have it right here come pick it up. All these messages and calls took another hour. Next day I get to store to pick it up and you wouldn’t believe it.... yup they can’t find it. I stand for almost a hour waiting for the manager who running around opening everything trying to find it. She text a co worker who s said I put under this jewelry case. Like why wouldn’t you keep it with the other orders. She found it and the only reason they get two stars is the manager apologized multiple times. Won’t be shopping...

Well over a year and some change ago I purchased a necklace from this location with a lifetime warranty. I do not use the pendant it came with. I got the chain repaired at this exact location once before and everything was fine. Today, I go to get it repaired again and am told they have a new policy “they just started doing” that requires them to send out the complete set as purchased, which includes the pendant. A) I was not notified of any changes that would directly affect my warranty and B) Why on earth does a pendant matter when I have my paperwork and the chain that is clearly listed in the paperwork? BIZARRE. I have no idea where a pendant I have never used is at this point and if it is not required under the warranty I agreed to at the time of purchase, it should be irrelevant.

My frustration was completely justified and was worsened by the cutting looks, patronizing tones and TRASH attitudes I received from the employees. To be spoken down to and treated with impatience and irritation is completely unacceptable. I will never bring my business here again, especially if warranty terms are honored based on the whim of whoever is working that day....