Zales — Local services in Lakeland

I had an extremely disappointing experience. I decided to purchase an engagement ring and wedding band online, carefully selecting the perfect moment to propose to my future wife. Unfortunately, when she saw the rings, she wasn't thrilled with the style, so we decided to return them and find something more to her liking. Despite it not being 30 days since I received the rings from Zales, I discovered that they determine the return window based on the shipping date from Zales itself. This policy seemed unfair since I had no control over the shipping process or the time it took for the rings to arrive. Nevertheless, we went to the Lakeland Zales store to initiate the return process, only to find out that it was two days past the 30-day window they followed. I was frustrated by this revelation and was advised to contact customer service for assistance. I mentioned that even if they couldn't process a return, we still had 60 days to exchange the rings. Surprisingly, they informed me that exchanges were not possible for online purchases. With no further assistance offered, we prepared to leave.

However, just as we were about 20 feet away from the Zales store, a staff member came after us and said that they could facilitate an exchange, but it would have to be for an item of equal or higher value (which was expected). My soon-to-be wife began looking at alternative rings, but the available selection was limited. I overheard the salesperson consulting what I assumed was the manager about how the exchange would work. The manager explained that they would refund the original purchase and treat the new transaction as a separate purchase. To me, this didn't seem like a true exchange because if I spent more, I should only have to pay the price difference, not the full amount for an entirely new purchase.

While my fiancée found some rings she liked that were slightly less expensive, the salesperson expressed uncertainty about how to proceed unless she denied us the discount, which happened to be 30% at the time. I couldn't understand why they wouldn't give us the discount and allow us to purchase something else, such as earrings or a necklace. We were informed multiple times that we could only proceed without the discount. Eventually, my fiancée found something she liked, but with the addition of warranties and a wedding band, the total cost came to about $1500 more than what I had initially spent. At the checkout, suddenly they were able to process the refund within seconds, and I received a full refund through a different payment method. It was at this point, during the transaction, that I was unexpectedly asked to leave a review on the spot. They instructed me to scan a QR code that led me to a review page. Feeling taken advantage of and manipulated by the store, I left a generic review. I suspected that after we initially left the store, they saw an opportunity to refund the online sale and treat it as a new in-store purchase, benefiting themselves. Realizing that this was not a genuine exchange as they claimed but rather a "NEW" purchase, I decided to make things right for my bride-to-be by returning these tarnished rings. My intention was to find her something she truly wanted from a company that genuinely cared.

A few days later, we went to a different Zales store and successfully returned the engagement ring and wedding band, receiving a full refund (surprisingly). We then visited The Gold and Diamond Source in Clearwater, where we had the most pleasant experience imaginable. I had been a loyal Zales customer for a long time, but after this incident, I will never make another purchase from them. It seemed as though they didn't care about our satisfaction with the products we received. Since this is for our big day, and my...

On 08/10/2020 I dropped my rings off at the north Lakeland store so they could send them off to resize them and re rhodium plate them.

On 09/11/2020 I went back to the store to pick up my wedding band and engagement ring, but I was only given one back. I asked the associate where my other ring was and she acted like I never gave it to them. I explained I turned in both rings, they were a bridal set and they were turned in to be resized. Why would I only have one resized? I had the paperwork with me from when I turned it in. The associate kept saying I should have two tickets since it was two rings. I said well this is what they gave us and no one said I needed two tickets. After going around in circles with her and being treated like I was a thief, I finally told her to pull their surveillance video. The manager came over and said they did take it and took responsibility for it. She then proceeded to pull the picture of the rings up on their tablet from the day I turned it in. She said I only needed the one ticket since it was a set. She said she’d call whomever was resizing it and rerhodium playing it to see if they still have, but they’d take care of it. She wanted me to leave my engagement ring, but finally agreed to let me take it due to my hesitation since the band was missing.

On 9/12/2020 they called my husband to let him know my wedding band was lost. No one knew where it was. Emily, the manager told my husband they sent a claim in to customer service and they’d be following up.

Since then my husband has spoken and been overly nice with customer care. We have been patient, far more patient than any other person would be, but after today, my patience has worn thin.

Yesterday, 09/28/2020 my husband spoke to customer care. They said they spoke direct to the district or regional manager and that they would have my replacement ring there today. I asked my husband if he was sure because it sounded so simple. He said customer care reassured him it would be there for me to pick up.

Today, 09/29/2020 I went back up to zales where I was met by a different associate. She seemed mortified and kept apologizing for the lost band. She went and spoke to the manager whom was on a conference call. The sales associate came back and said that the manager had not heard anything from customer care and they did not have a replacement for me yet. She advised she’d have the manager call my husband once her meeting was over. The manager did call him a little bit later and told him she had the ring, but couldn’t give it to me because she hadn’t been told anything and there was a process.

So long story short I’ve been back and forth to the store multiple times, which takes me a good 40-45 minutes to get there in traffic with my toddler, a newborn, and today in the rain. I still have NO ring. This isn’t a 10k ring. It’s a $499 wedding band. It’s not fancy, but it was mine, given to me by my husband the day we got married, and it was paid for.

At no fault of my own, my original wedding band is gone. I was treated like a crook. We have been given the run around, literally. I’m still without a replacement, refund, or anything to show other than a .02 piece of paper showing I turned it in. I will eventually have to trek back up to the store with the kids once someone in the company finally figures out what they’re doing.

I’m incredibly frustrated and angry at this point and something should have been done way before now.

#zales #jewelry #lostweddingring...

I had my jewelry delivered to this location, the ladies who helped me receive my order where very kind no complaints. I had to come back a week later for the rest of my order again kind and polite. Wish I could end my review on that. Unfortunately there was an older lady associate who was eyeing me down the entire time I was standing there. Walked up and just kept looking at me in a rude manner. Side eyeing me and not polite at all. I had my daughter with me who was sitting quietly at a chair looking at rings and that lady sat behind the counter not to far from her next to another lady. The same lady who had been giving off judging behavior says to the other lady ," hm jewelry must be very cheap this time of year" in a condescending tone. As she's looking me up and down. The other lady was confused and said what? and the lady eye motioned at me. The other lady put her head down and said oh I don't know. That lady was very rude and unprofessional. And that was very embarrassing. I am nicely dressed well mannered woman only thing for her to judge is my hair color or tattoos. I work very hard for my money. I chose zales to treat myselfand feel good. Just to be treated like I was less then her. And looked down upon . I didnt chose zales to come in and receive looks and Coniving dispicable comments aimed at me with my daughter present. I am a csm and that is absolutely unacceptable behavior from any business especially a high end jeweler. She should be ashamed. And she alone made me regret the decision to have bought, or anything shipped to that location. Very unprofessional. Ruined my...