Zales — Local services in Lombard

Not really sure what to say, but the contrast between how customer service spoke with me versus my in-person interaction was night and day. Some background, I bought a custom piece for my fiance that I was set to give her in a week. When the piece arrived it was dented, scratched, and the plating was chipped. I called customer service and the rep was honestly the best customer service rep I've ever experienced. Kind, thoughtful, attentive, reassuring; she made me feel like every Zales near me would treat me with that same attention and care. She told me that I could go to any Zales, they'd take the product, return it, order a new custom piece on my behalf as an 'exchange' and expidite the order to get it back to me for my engagement. She said every Zales deals with issues like this; so I need not to worry. So, I went to this Zales, my first ever visit. I walked in, and stood around for a couple seconds, it seemed like everyone was busy, and I was okay with waiting. On my left a Zales rep was talking to another woman who appeared to be a customer - so I stood around. I was looking around the store when I hear a"can I help you" - I turned to my left and saw the woman who I thought was a customer - her back facing me still - so the voice couldn't have come from that direction. I looked around and heard it again - this time when I looked left, the woman who appeared to be a customer looked at me confused - which made me confused, and the woman behind the counter was staring at me. At this point I am lost as to who even called me to get my attention. I cautiously walk up to the counter and the woman who looked like a customer slowly moved aside, stared me down for a few moments and then walked away.... Who was that woman??? Did she work there? Was she a customer?? IDK!! Lol.. Okay, I walk up, the lady behind the counter asks me how she could help me. I told her a piece I ordered was delivered damaged. Her response, "delivered DaMaGed?!" in the most suspect voice possible, as if that could never be the case. I pulled out the piece, showed it to her, and she looked at it and said, "what do you want me to do". Seriously? I couldn't believe what I was hearing. The way she responded was as if this was my problem it was delivered damaged, as if I ordered it damaged lol. The least you could do or say is "I am sorry that this was delievered damaged" not even a shred of sympathy was given. Cool, no problem really, she probably had a long day. I told her that the customer rep I spoke with said any Zales could exchange it. I believe the word "exchange" triggered her. "NO, we don't do that. This is a custom piece. We don't exchange". Okay, I said, but the customer rep-- woman cuts me off "How would we exchange it!? We don't make this here!" -- sigh... I know that lady, I am not blaming you... why are you making this difficult? I thought in my head. "We'll return it", she said. I responded, "you can't reorder another one?" -- "No it's a custom piece how do you want us to do that?!". I'm thinking in my head - IDK lady, I don't work at Zales, but maybe you check my order - and hop on your computer or iPad and reorder it, its the least the company could do - especially if I bought insurance with it. At this point, I was defeated, I didn't want to waste her time nor mine getting into a heated argument, so I promptly left. Safe to say I will never be shopping at Zales again - let alone this location and I'll let others know to stay away from Yorktown Mall (as if that'll make any difference). It is unfortunate this was my experience here, it seems people like this place - but for me - my experience, my story, is different. I am totally expecting this review to either be deleted or a response from the store that I was rude or not understanding. Or better yet, they could even bury this review to the bottom. In the off chance it doesn't, this is my truth, and thank you...

Do not go here, very rude store manager who has very little knowledge of their products and/or their process. I purchased a bracelet for my daughter's 21st bday which came out to 1k with tax and insurance. We requested Yorktown location to extend it and they sent it off with the exact measurement requirements. I was told it will take at most 2 weeks; 2 weeks came and left & no update on the tracker. My daughter had to go back to school without her gift. Called the store they said the jewelry repair just received it (riiiight, same day i called). One week later I came in to pick it up, the bracelet is too long, manager kept raising her voice at my telling me they made it longer so that it can be adjusted. Ugh... we measured it , we asked for specific size we didn't want to adjust it again after repair. They offered to send back again and complete job right this time, I declined this offer since I don't really want to wait another 3 weeks again. I honestly think they lost the bracelet originally and had very little faith in them. Very rude store manager, took my original receipts told me that it was theirs to keep (I don't think so), at this point I didn't have the energy to fight. I will be contacting their corporate office to report this horrible experience. Now I have to travel to another state to bring the bracelet to my daughter, the bracelet that still wont fit right. Hopefully Zales at that location will be more accommodating and will actually do what we ask them to do. I am hoping Zales corporate will read this, and perhaps do some training for their employees at Yorktown mall. This location is a disgrace and an embarrassment for Zales. I've been a customer since 1990s, not sure if this will be my first pick when shopping for jewelry again or be a...

Wish I could give a -5 star for their manager! My husband bought me a beautiful set of rings for our 20th Anniversary, we went to FL and my rings broke we came home and I brought them in the manager was extremely rude about having to have an appt. I brushed it off took my rings back 2x a year per the warranty/ins on it, ladies I felt with were great ie not the manager. Fast forward to June 7, 2025 my ring cracked and was missing a diamond. I made appt this time took them in to be fixed I had to tell the manager I couldn’t hear her so she ended up just speaking to my husband. We gave her all our information including the CORRECT PHONE #. We were told rings would be ready around 6/21. We never received a call or email saying they were ready for pick up. I called today and was told they didn’t have any orders for my rings under either of our numbers. Turns out the manager put them in under an 801# and tried saying that was the number we gave her! When I called customer service to file a complaint the lady I spoke with was great and asked me to verify #s and address then asked about this 2nd address from Oregon! I said nope never lived there. So as they can see on their end the manager royally screwed up and tried to blame the customer! Why would I give you the wrong info...