Zales — Local services in Lynnwood

I’m very surprised how poorly my wife and I were treated after bringing in her brand new several thousand dollar wedding ring for repair. A 3 carat diamond ring arrived at our home shaking around loosely in the box and with one of the little diamonds on the side missing. Disappointing for a ring that’s as expensive as it was to arrive like that to say the least.

When we arrived in the store, no one greeted us and I had to let one of the employees know we had an appointment for repair. I showed her my wife’s ring and let her know what happened. She immediately turned around and walked to a case without saying anything. She then said, we have two options. You can pick a new one in this case or we can send it for repair. As this was literally a brand new ring my wife picked out, her dream ring, she was not happy. We also were not provided any explanation or apology up to this point so it was frustrating. It gets worse.

Once we said we would like our ring fixed, the employee we working with then decided to examine our ring more closely under her eye glass. After one quick look, she looked at my wife with a condescending expression, laughed at her and said, “it’s not missing. Nothing is missing”. This frustrated both my wife and I greatly as there is very clearly a small diamond missing which can be seen with the naked eye. After expressing our frustration and that she should take another look, she continued to check the ring. After about a minute, she quietly placed it on the counter and began our warranty claim. No apology, did not even let us know if she saw it or not.

After another frustrating fifteen minutes where she struggled to open the warranty claim, she let us know the ring would be back in two weeks. After that we walked out. We were not thanked for our business and did not feel like we just spent several thousand dollars there. They didn’t even realize the appointment was also to look at a ring I purchased for myself and after how poor of an experience it was I didn’t want to work with them any further. I am waiting to see how the warranty claim is handled for my wife’s ring before deciding whether or not I’ll be returning both our rings and taking our business elsewhere. I even purchased the lifetime warranty plan to help avoid issues like this even though it arrived broken.

Can’t say I would recommend the Lynwood Zales branch to anyone at this point. Very poor experience all around. I would be willing to revise this review if they just fix my wife’s ring in a timely manner and apologize for how we were...

One of the worst customer service experiences I've ever had. Jessica and the older lady that were working last night were horrible.

My boyfriend bought me a diamond necklace from the Zales website. When I actually received the necklace, I came to realize that they sent me a pendant with a smaller diamond than what my boyfriend had ordered and paid for.

We took the necklace to the Zales store at Alderwood and explained to them what happened and Jessica confirmed that they did in fact send a smaller diamond. We asked if we could exchange the necklace and get the correct one that we ordered and paid for. Jessica proceeded to RETURN the necklace and informed us that it may take several days for the refund to appear on our account, and then told us we would need to repurchase the necklace, but we wouldn't be able to get it for the same price we paid since we used an online promo code.

We never once asked her to return the necklace, and it would've been nice if she had explained the process to us prior to taking any action, because once she did it, she said she couldn't undo it. Jessica got (who I'm assuming was) her manager involved, who basically told us there was nothing she could do to help us since the return had already been started. I asked her why she couldn't match the price we paid online, especially since it was ZALES' error, and not mine, but she said they are not connected with the online store.

The manager told us we needed to call a phone number and deal with the customer service department and she couldn't make any guarantees that they would honor the price we had originally paid.

Basically, to make a long story short, we ended up leaving WITHOUT a necklace, and we have been extremely inconvenienced by and error made by Zales. We will never return to the Alderwood...

I’ve been pretty happy with zales for the most part. However I’m really disappointed in their lack of commutation and customer service lately.

My center diamond fell out of my ring back in June only SIX months after buying it in January. I took it in for repair around the last week of June and was told that it would be ready by July 11th.

July 11th came and went and not a single phone call or email from zales. My husband checked the progress online and we could see that it was still “in progress.”

By the end of July we got an email saying that there has been some technical difficulties and that my ring will be done on August 7th... ok no big deal. Well, August 7th comes, no call or email saying my ring is finished.

I finally call zales on August 9th and ask when should my ring be finished since it’s been with zales for over a month, going on two and that I’ve been told that it was going to be done, two different times now. The woman I talked to had no answers and said she was going to call around and ask where it is and when it should be finished. However, when she calls me back she said she’s unsure of when it will be finished and that she will call me next week and the week after to give me updates. She was really nice but I’m so frustrated that my husband is continuing to make payments on a ring we don’t even have possession of and that we haven’t even had for a year. It’s annoying that nobody seems to know when I’ll actually be getting my ring back.

If I never would’ve called them for an update, we probably still wouldn’t have heard anything. At this point should I just ask for a...