Zales — Local services in Lubbock

I don't even know where to begin with this. My husband and I dropped my ring off May 21st to get it soldered together. The lady told us it would be 2 weeks. She told us it never took that long but they had to tell people at least 2 weeks. 2 weeks later I called and asked if it was ready and they told me no that it wouldn't be ready till June 4th. The saleslady didn't know why I was told 2 weeks because it was going to be at least 3. So 3 weeks later I get a call saying my ring is ready. So we made a special trip to Lubbock to pick it up however when we got there the lady noticed it hadn't been soldered together and it would be a couple days before they could get it back to me. So I get a call 4 days later saying it was ready - AGAIN. I had the lady check to make sure it had been soldered together because I didn't want to make another special trip out there. She reassured me that it was soldered together and ready for pick up. So I made another special trip out there to pick it. First off, they wanted to charge me a rush fee for them having to send it back to get it soldered because they didn't do it the first time. I explained what happened and they took off the rush fee. However when the lady handed me back my ring I noticed it was way too big. It was falling off my finger as to where it fit perfectly fine before we dropped it off. The lady told me they had sized it up to a 7 3/4. And I just can't understand why it was sized. NEVER did we mention anything about wanting it to be sized. It fit perfectly fine before we dropped it off so why would we size it up?? Not only that but the manager wanted to just give me some "sizers" until I wanted to bring it back for them to fix it. And I said no, it was their mistake I want this done ASAP. So 4 hours after that I get a call say my ring was once AGAIN ready. To my surprise it was actually soldered together and the right size. I just can't understand how we had to go through so much just for them to sauter them together. You had one job! If I never step foot into this Zales it will...

I would not give them any stars if that was an option. The experience my fiancé and I have had at the Lubbock Tx location could not have been worse. I swear, Wal-Mart has better customer service than this place. It all started when my bridal set was purchased and was going to be sent off to be resized. This took well over six weeks. Then it came back with the engagement ring warped and BROKEN. Then it got shipped off to be fixed AGAIN for over six weeks and it came back a different size and a different ring. I went to complain in store and they said all they could do was overnight it to a place in California. Then they said they could send it to Dallas after more back and fourth, and finally after more arguing it was supposed to be sent locally here in Lubbock. I said I did not want this but rather a refund at the point because I have been engaged for MONTHS and still to this day do not have my ring. I called customer service and was told an email would be sent to my local store to give me a refund. I tried again to go get said refund and they told me they would not honor this. So I called customer service yet again and was told it had to be dealt with in store or by a manager. I was given a number to call corporate and was on the phone for over another hour to make it all the way up the chain of command to be told that because it was past the 30 days, they could no longer issue a refund even though the first thirty days it was in THEIR possession being resized for seven weeks. It is now December and I have no ring and no refund and I have had the worst service I have ever received in my life and I would never recommend that even my worst enemy to business here. We have learned our lesson and will shop locally...

If only it were an option to give no stars... I went in today with my husband and the "service" was apallingly bad. Admittedly, we did not have our physical copies of our protection plans for our rings with us. We recently moved and the papers may still be in a box or at the old house. I didn't think it would be an issue because other locations have told me they don't even need those anymore because they keep an electronic record of the protection plans and inspections. This woman just didn't want to help us. She literally found my file with some of my other jewelry purchased in the past, but claimed she couldn't find any bonds associated with the account. After she wasted our time, she says "is there anything else I can help you with?" Yeah, you can give my ring back to me. You don't get to keep my wedding band. Also, saying "anything else" implies that you were helpful in some way. So we then had to wait even longer for her to retrieve my ring. I called the location I had gone to in the past and an employee there found my file and texted me the bond numbers. Please explain to me why the employees at this location seem to be unable or unwilling to do the same? They're accessing the same system using the same information. If one location can do it, the other should be able to as well. I have moved multiple times, been to multiple locations and NEVER had this issue before. The treatment at this location was incredibly disappointing. I received more assistance over the phone from a store in a different state today than I received when I visited this...