Zales — Local services in Lakewood

I would give this location zero stars if possible. Although Lakewood is the closest store to us, we’re seriously considering driving farther to the Stonewood location due to repeated issues and poor customer service.

Despite having warranties on all the jewelry we’ve purchased, we’ve continuously faced unnecessary charges and confusion. On our first visit, staff attempted to charge us until we pointed out our warranty. On the second visit, a simple repair took over a month, though we were told it would take no more than three weeks. Most recently, we brought in a ring with a cracked band—something that should have been covered under warranty. Instead, upon arrival we were told it was over $100 because the employee incorrectly wrote that we requested a thicker band, which we never asked for. We only requested the crack to be filled.

After back-and-forth discussions with the manager, we were told she would cover the repair out-of-pocket. However, we later received a receipt showing that the fee was simply reduced—not covered personally—confirming misleading communication and a lack of accountability. This is the same manager that won't call you back after employees "leave numerous notes to call customer."

Unfortunately, we no longer trust this location and will not return. Zales has lost our business, and I recommend anyone considering a purchase to explore other jewlers first. -----------Update 7-23-25 ---------- Following a thorough examination of the ring, it was discovered to have two perforations. This suggests a potential for future structural failure within a few months, necessitating a return for repair and a recurrence of this situation. We advise against making...

So I drove 2 hours to pick up a watch its the eco-drive men's chronograph zenshin super titanium 43mm 600 dollar retail they had it n stock I go check it out was perfect I pay for it and I asked to get it resized as it was too big for my wrist guy takes it then comes and said he's machine broke mid way into resizing and that he has to go next door to get it resize I said okay no worries he comes back right away and continues to resize it himself I can hear him banging something in the counter he then says hey this has tiny little spacer in the rod that goes in the links and I said yes I know be careful those are important my other zenshin has them he then comes over I look at the watch and it's damage from the crown and from the links he removed I tell him he looks at it and says yes this is true I will reorder you one meanwhile take it come back Wednesday I'll call you in a few minutes to confirm I placed a new order he never called me I called 6 times no answer once home my girl says let me see the new watch she takes it out the box and the link falls off bracelet splits in two why because he didn't install the spacers in the rods to the links so I check the spare parts bag and to no surprise there was no spacer locks in the bag he didn't include them while resizing my watch seriously he also lied about getting another one for Wednesday as they close this Wednesday and he didn't call back or even place a order he lied about even installing the little lock spacers I was going to make a YouTube video about the watch now it's going to be about my experience with this store.. I will update my review upon what happens tomorrow 12/31/2024 refer to pictures...

These people have absolutely no concern for sentimental value. My mom bought me a ring from the Disney collection here to celebrate my graduating with highest honors, a 4.0 GPA and recieving an award for the years most outstanding graduate in my global program of over 35,000 students. Brought the ring in for repair and 2 weeks later, one of the stones was discolored. This was a simple fix on a prong bend, no stone should have been touched. The manager tried to argue that the stones were as they should be until I found the same ring in the display and proved him wrong. Suddenly, my stone lost its color from being cleaned. Sent it back and whatever treatment was done made 5 stones darker and kept the wrong one light. My ring is the star ring from the Tinkerbell collection. Today, I was forced to do a replacement/exchange so I no longer get to have the original ring I was gifted for my accomplishments. And, I have to wait another week or so to get it back on a job that should have only been 2 weeks. I wish my mom never purchased the warranty plan so I could have taken it elsewhere and still had my original piece. Now I get to wear something from the showroom floor instead of something my parents hand delivered. Thank you Zales for allowing me to endure this and be forced to wear your generic, lackluster replica. I'll remember how unimportant my achievements are every time I look at it. Can't wait to receive the exchange and forfeit my warranty with you when I take it somewhere...