Zales — Local services in Loveland

ZERO STARS: Sorry it's long.. My soon-to-be son-in-law purchased an engagement ring for my daughter through Zales online less than a year ago. It was supposed to be a genuine opal surrounded by small channel set diamonds. Opals are a special family tradition. My daughter took excellent care of it and followed proper opal care as she does with all her opals. Sadly the "opal" fell out of the prongs and also became severely discolored. Once out of the ring it was clear to see that the stone was SIMULATED, or possibly layered/stacked and extremely poor quality. It doesn't even look like an opal anymore. It's a dull amber color. Today we went to the Centerra location in Loveland with the ring and receipt to try to get assistance from Asst. Mgr Mikayla. Apparently the diamond bond warranty covers the diamonds and not the center stone or the metal. Not only were they not willing to do anything about the poor quality, supposed genuine stone, but also suggested multiple times that the stone we presented was not the one that came out of the ring!! And if it was the correct stone my daughter must have damaged it somehow by improper care. Rather than treating us like respected customers with a legitimate issue they instead seemed to be implying we were theives trying to pull some kind of scam. My son-in-law was intending to purchase the wedding rings there also but he is so disheartened by the experience, especially the way they treated my daughter, that Zales will never get further business from anyone in our family. We asked (3 times) for the District Mgr.'s Kathleen's full name and contact information. Mikayla replied that she wasn't allowed to give out that information (Kathleen's phone, email, or last name). Kathleen, Dist Mgr., was there but was at lunch. My daughter wanted to wait for Kathleen so that she could show her the ring but Mikayla called Kathleen instead. After a very short call Mikayla came back unwilling to offer any reasonable help but now they would only cover 10% of resetting the stone instead of the 50% she stated only moments before the call. I feel like Mikayla may have relayed misinformation to Kathleen (?) District Mgr because she had already decided we were pulling a fast one. It was a terrible experience. I feel so bad for my son-in-law. This was not an inexpensive ring and he wanted it to be so special. Now they are both sad and I'm angry. I feel like they treated us like second hand citizens, like theives, possibly because we may not have looked like their regular customers 🤔 We also asked for the Corporate office but was instead provided with a card with the customer service number. My daughter is now finally talking to corporate who we are hoping will be more responsive and helpful and provide a reasonable resolution for a wonderful soon to be married couple. I'll...

Honestly I wish i could give them 0 stars. But since I have to give them one, I do love my rings themselves. They're beautiful and exactly what I needed/wanted. HOWEVER, our experience with them has been AWFUL. First off, my husband bought my rings on sale. Unfortunately, when he bought my wedding ring, they didn't have it in silver to match the engagement ring. No biggie, they had it ordered and let us keep the ring they had in store just in case it wasn't ready before the wedding. Problem #1: when we went to exchange the show ring for my actual one when it was ready they tried making us pay for it a second time! Then, they tried to make us pay the difference from when it was on sale. After about an hour and half we got my other ring and didn't have to pay. Problem #2: they never gave us the diamond bond papers, so when I brought it to fix it after I had gotten it caught and bent it (2 months after I had done what I thought was a diamond bond check), they charged us to fix it. My husband argued with a lady saying we weren't paying for it when we had paid extra for a warranty. Finally she said she would pay half but we still had to pay the other half and gave us new diamond bond sheets and let us essentially start over with it. Problem #3: we paid off the Zales credit card for the rings, and then said we owed another $300 and charged a late fee. Once again, my husband argued and finally got to talk to a higher up person. We had to show the receipts from both the original purchases and the credit card payments. Guess what? It was paid off!! Then, my husband lost his ring. Now, when we bought it, we asked if the warranty covered loss and damage of his ring because of his career. They said that it did. Well, problem #4: he lost his ring and guess what? It doesn't cover loss. We went to Walmart and bought the same ring for $35 that they charge $120 for at Zales. My advice, if you're going to buy jewelry, especially for when you get married and its something you will wear every day for the rest of your life, DON'T GO TO ZALES!!! Any where BUT Zales. And if you're looking for a men's ring, just...

I ordered a loose stone through the manager at this store two months ago. When I first order the stone he told me two weeks was the expected delivery date. So a little over two weeks goes by and I did not receive a phone call. I then called the store and talked to the manager and he said, "it should be in by the end of the week". That week goes by and then I called in again, I could not reach the store manager this time but I spoke to a representative. The representative told me that she had no record of my order and that she would have the manager get back to me. Another week goes by and I call in again and talk the store manager about my order. He tells me, "I don't understand why it's taking so long and I will call you when it's in". He said nothing about the other representative saying they had no record of my order in the system. At this point, this is all getting very concerning because I was only a couple of weeks away from making my second payment on a diamond I have not even seen yet! So I make my second payment for this never seen diamond, I then decide to try Zales Customer service via telephone. Frist talked concluded with apology assurance that a district manager would be in touch in 48 hrs. I waited five business days before I called back. Second talked concluded with she had no record of my order, even though I have my two payments for it on my Zales card. Also that the district manager's computer had been broken causing a delay and that the district manager would be in touch by the end of the day. I will update when...