Zales Outlet — Local services in Lakewood

Today I came to Zales to repair my engagement ring. I called and spoke to a very helpful gentleman on the phone about whether or not I could walk in for a repair as I was running behind for the appointment I had made online. He kindly responded and said “of course, come on down.” It felt very Price is Right, in the best way :) When I arrived I was welcomed by the same gentleman who helped me on the phone, his name was Travis. He did a wonderful job of trying to upsell to me in the most professional way. After trying, I voiced my story behind the ring I was looking for along with the budget I had. He showed me several options before suggesting a custom ring to achieve exactly what I wanted. In the past, most people are very judgey when I tell them I want the amethyst as the center piece of my engagement ring, but not Travis he knew exactly what i was looking for. He made sure to help me spend around the amount I intended on spending for a better quality ring in the style I was looking for. Although I spent just a tad more than I intended, I left feeling confident and happy about it. In addition to his service with me he was actively training a new hire. As other customers entered he had one ear on them and one ear with me but still managed to make us both feel heard. He would instruct the new hire very pleasantly on what to do next once he could see he was in a jam, again well being fully attentive to me. I really pride myself in providing the best service to my clients and for the first time in a long time especially with such an important purchase I felt that good karma coming my way with my experience today...

DO NOT SHOP AT THIS LOCATION! I purchased a bracelet for my wife, but unfortunately, it was too large. After calling several Zales locations, we were informed that this particular bracelet could not be resized.

My wife went to the store to return the bracelet, and the store manager mentioned that there might be a way to resize it by sending it out for adjustment. My wife asked if the 30-day return window could be extended if we decided to have the bracelet resized instead of returning it. Initially, the store manager said yes, but then stated that he would need to confirm with the District Manager.

The store manager called the District Manager and left her on speakerphone. After explaining the situation, the District Manager said she wasn’t sure if the return window could be extended. However, she advised the store manager to tell us to send the bracelet in anyway — and after three days, it would be too late to return it, leaving us with no option but to exchange it or keep it. This was extremely deceptive and unacceptable.

At that point, we were furious and immediately demanded a refund. I am extremely disappointed in the misleading guidance and unprofessional behavior displayed by both the store manager and District Manager. This experience has damaged my trust in Zales, and I intend to report this incident to the Better...

"Travis" store manager is the worst at customer service, so rude!!! I have spent thousands of dollars at this store, and he lost my business today! Try to trade in my diamond ring for a cross that was more money, and he didn't even look at my ring or anything. Was so rude. I will never come here again because of him. AS HE JUST ASSUMED THE GARNET ON MY HAND WAS THE RING. WHEN I HAVE 4 RINGS ON MY HANDS!!! He never even asked what ring!! Just assumed that was the one I pointed at when I have two on one finger. Never even tried to make the sale to us!! Could tell he didn't want to help anyone, apparently! There are diamonds in that ring also!! He seemed upset to even get us a price. Had plenty of cash to buy that and way more, but you didn't even try. I traded in 3 similar rings in June and never had an issue with anyone until now. He also threatened to discipline his employees because they did their job, and he didn't want to today. My husband wanted and chain and I wanted a necklace and walked out with nothing because he had an attitude right off the bat and got worse when I said I'd come back when someone else was there and threw his title around like it means anything...