Zales Outlet — Local services in Kansas City

The reason there's only 1 star and not ZERO is because it won't let me. My fiance bought a ring there for me in cash and I took it back to get it sized on July 10th. I was told it would be in on the 23rd. After me having to call them to see where it was at, Kathy proceeded to tell me that some baguettes had fallen out and they were going to fix it so it would be in on the 29th. (That's what the notes said) why do I have to call them for me to ask what's going on? Isn't that their job to tell me these things? So I went in on the 29th to pick it up (after I had to call to check on it instead of them calling me like she said she would) I had to completely rearrange my work schedule (I work 45 min away out of town) to be back in time to pick it up that same day. She told me that "something else happened" to it and they don't have it yet. No detail. No other information. NOTHING. So I lost money at work to have to deal with this. Apparently, wherever they sent my ring to, their phone hasn't been working for over a week. So they've been trying to contact them through email with no response from them. They don't know where it's at, when it will be done and they don't care at all. This location is terrible and they don't care about their customers. I was told that it should be back on Tuesday the 30th at the latest. (That's if I'm lucky) but they did suggest that I could go to the independence location and pick it up. Umm what? Okay? So long story short, I go there. On my way out of town for a family reunion that I'm already late for because I've been tossed around and been given excuses for almost a month, and I have nothing to show for it. They have ABSOLUTELY NO IDEA what's going on. Needless to say, Sidney the manager at the independence location was wonderful! She went above and beyond to make sure that I was taken care of. She gave me more information and actual answers than ANY of the ladies at the legends location. It was paid for IN CASH before I sent it in to get it sized. And they all acted like there wasn't anything they could do and that they didn't care. " well, I don't know what to tell you" ARE YOU KIDDING ME!!?!? Wow, from now on I will NEVER go into this location!!!! They don't care, they didn't seem sincere about trying to find my ring that has already been PAID FOR. It's not theirs, it's mine! Nor did they even try to compensate me for anything. Absolutely terrible customer service. I will be calling...

Very poor customer service. Hours on website are wrong, I called at 4:30pm and the person who answered said "We are closing and about to lock the doors and leave, can I help you with something?". I asked If they were accepting walk in's or are they taking appointments with the whole pandemic I was inquiring what their process was. The lady said "It just depends, we are doing appointments only. Do you know what you want already?", I let her know that I saw some items online and wanted to lease them; without letting me finish she said "No, you can't do that. You can't lease with online items (which is totally fine, if she wasn't so rude about it). She proceeded saying, we are booked tomorrow at 11,12,&1pm. You can try a 2pm, but you have to call tomorrow morning, Is that what you are wanting? I said I guess and hung up. First of all, If you are closing, about to lock the doors, and leave then why even answer the phone? Second I don't think as a customer would like the first thing I hear on the phone is we are closing, do you need something? That just instantly made me feel bad for even calling.... Third, it's not very polite to interrupt someone when they are just simply asking a genuine question. And finally, it's not very nice to just have a sour attitude when a customer is calling. I completely understand with the pandemic things are strict, but you don't have to be a very rude person to someone who is just calling with questions!!!! do not recommend Zales what so ever!!!! VERY VERY...

Had to visit this store because the store manager contacted my husband and I that the repair shop damaged my ring beyond repair. We went to this site thinking that we would be presented with ringsto, maybe choose from and an apology from this company for their mistake and also some type of compensation for their mishap. But no, not what we got. We waited for over an hour just to be told that she emailed a group, and she got a case number and that she will get back to us by next week. This was on a Saturday, 08/17/2024. She never called us to this day. We had to call and then be told she hasn't heard anything from the group and for me to call the customer service and they would be able to tell me something. I called them Friday 8/23, and the rep lili said it may be another 7-10 business days before I may hear something and they've already had my ring for over 3 weeks now. I've been married for 10 years, and my ring was blessed by my father in the gospel, who has now passed on, and the thought that Zales conducts like this hurts my heart. I asked if they could re make my ring and was told no and the only ring in this store that even comes close to my ring is a few thousand dollars more and they feel like they shouldn't try to compensate me for my anguish, my time and how they damaged my ring. I have the warranty, and they feel like I should have to pay for a new one, and I didn't do anything wrong. It is so sad to me. @Zalesoutlet, make this right. Please tell...