Zales — Local services in Lawton

I recently lost a stone to my wedding ring and since my husband had purchased the limited warranty years ago when purchasing my ring, I decided to go in and ask about what I needed to do to repair my ring as well as having it soldered. I honestly couldn’t remember if I ever had it serviced and it’s been years since we purchased the ring. One of the ladies let me know that it showed there were never any inspections on file and proceeded to call over her supervisor, who already had her guns blaring as if I was asking for a free service. She began to explain to me that the ring would have to be shipped off for the jeweler to examine and that since I had not had the ring inspected every six months, I would be responsible for replacing the stone. When I asked how much it would cost, she claimed to have no idea and said it was entirely up to the jeweler. I expressed to her that I was uncomfortable sending my ring off blindly, not knowing how much their service would cost, hoping she would simply guide me in the direction of finding out how much it could be. Instead, she very rudely instructed the sales woman to give me back my ring simply because I had not had it inspected every six months, and then proceeded to loudly explain it could cost anywhere from $100 to $300 but that she couldn’t tell me. The entire time this supervisor assisted me, she was rude and on edge. My husband and I have already spent too much money with this establishment to be treated with such frustration and disdain. I get they probably run into this sort of thing all the time, but if you are going work in customer service, let alone be a supervisor in customer service, then you need to know how to handle these situations calmly and respectfully. Not only do I regret the decision of making a large purchase with this establishment, but also I regret wasting my money on a limited warranty that was never explained in detail, because had I known to have my ring inspected every six months, I wouldn't have spent money on the warranty knowing I would likely not commit to the demand. In the future, when I do have my ring repaired, I will be giving my business to another company who can treat their customers...

Everyone at the store was professional and friendly enough. Seems like a good store to purchase from, but I wouldn't trust them to repair or ship off my jewelry again. I went through them to do a lot of work on my wedding set. The first time it came back, the stone was still loose and it had to go back to have the job completed. A week after it was supposed to be back in I called to check on it and was told it had already been picked up- when it hadn't. It ended up being a clerical error and I did get my ring back. I was freaked out on the phone when they initially told me they didnt have my ring. They seemed irritated that I was freaked out, and that irritation was reflected when I showed up to get my ring. I, myself, work in customer service. The manager wasnt horrible with me- but I definitely would have handled the situation differently if I were in her shoes. Now that I have it back... I had to push down two of the prongs myself to make it as tight as it is now. The prongs are in odd positions and will have to be corrected..(somewhere else, i will not be sending it back out through them.) The set was soldered and coated in rhodium. The coating is either uneven or there is heat damage from the solder- I can't tell what is going on, but it is apparent that they are warped and uneven. The solder point are also two tiny dots that do not look like they will hold at all. The only reason I'm giving a two star and not a one star is because of the customer service I received. It wasn't amazing, but it was horrible either. The work done on my ring is definitely sub-par. I was expecting a phenomenal experience from the name 'Zales'... However, I will be finding a different place to do business...

For Christmas 2018 my boyfriend bought me a necklace (chain and pendant) that was my birthstone. In March of 2019 he bought me matching earrings. In the summer of 2019, my chain broke, so we took it in. He hasn’t bought a warranty for it, so the lady had a thinner one in a little bag that she just tossed at us and said I could have. I asked if we could purchase a warranty for the new chain and she said yes and sold it to us for a little over $60. Last week my chain broke, so I found my receipt and we took it in and the lady that was helping us said we had bought a warranty we had already used. I explained the situation multiple times, but continued to state that when we paid for the warranty on the second chain, it merely replaced the first at a lesser charge. She mocked, “A warranty only covers a chain once or we would be out so much money in chains.” I continued to kindly argue that the 2nd chain was given to us and the warranty placed on it, she kept saying no, then took my warranty receipt and wrote used on it. She said my only option was to buy another chain and put a warranty on that - to which I questioned if that would cover it if it broke - and it wouldn’t, it would’ve just saved some money today. THAT IS NOT A WARRANTY!!! She also slipped and read from the screen that my very expensive earrings are white sapphires and not aquamarine like my boyfriend was told when they sold them to him. Needless to say, we will never be back. I realize they don’t care, but their service was terrible and so much money has been there. Don’t trust this location without asking questions and...