Zales — Local services in Manchester

I typically do not write reviews and am very forgiving, but I have had such a negative experience over the past 4 months with Zales. My fiancé purchased my engagement ring from here and we went to get it sized about a month after he proposed. They sent my ring out for 4 weeks to be sized and then proceeded to tell me they “had no idea where it was” when I called the day they said it would be in. The person at the store also said they couldn’t help find it because they were from another store. When I called the next day they said my ring would be in Monday...maybe Tuesday and to wait for their call to come get it. I waited until Tuesday evening and decided to just go to the store, where the individual told me once again he didn’t know where it was and maybe it would come Thursday. I asked to speak to a manager very kindly at this point and she came out from the back to ask who he was talking about that needed help (we were the only ones standing in the store). She then proceeded to go on about how she was extremely overworked and understaffed, and that she hadn’t even gotten to her shipments yet and she probably would’ve called me within the hour if it was there (it was 8:00 and the store closed at 9, so there was no way that was true). She then bent down and picked up a box in the safe, dumped out about 10 ring bags on the counter, and picked my bag up and said “she knew it was here”. At this point I was very frustrated and explained to her that it was really frustrating that the ring was probably here much sooner than everyone was saying. She then got very rude with me and said she TOLD us that the date she said it was back was ESTIMATED and if I needed it by a certain day she could’ve rush ordered it. For me, it doesn’t seem accurate that a ring should be gone for over a month to be sized, and then told multiple times that they can’t find it and to just “be patient”.

In addition to this, a little diamond fell out of the side of my ring, and I went into the store and they told me that I needed all the paperwork I ever got to proceed with the repair. When I called later on they said this wasn’t true. This person then said it would take 3 weeks to repair.

At this point I’m extremely frustrated and wish I could start over. My fiancé is embarrassed that he chose this place to purchase the ring, and unfortunately online customer service’s solution was to send me a $30 gift card that obviously won’t do anything for me. Needless to say, I will not be purchasing an item here again, and I suggest others think...

Do not shop at this Zales or any Zales for that matter. They are not honest and do not keep their commitments to their customers. We were long standing customers and my husband has bought me several pieces from Zales. He purchased a tennis bracelet and specifically asked if the bracelet could be sized. He was told by their manager, Nicole, that yes, it could be sized but that since the braceletfit her, it should fit me. Well.. fast forward a month. He gifts me the bracelet and it came a standard 7 inches. I need 7.25-7.5 so on 07/07, we brought the bracelet back to Zales and asked them to size it. The sales associate said it couldn't be done. I asked for the manager who was sitting in the office and was told she was not available. Then I asked for the assistant manager who was also present and was told she wouldn't help me either. Eventually, the manager came out of the office, clearly annoyed that she needed to get involved. I explained that I needed the bracelet sized. She also advised it couldn't be done and after much research, she found 1 bracelet, more than twice the cost, that came in a 7.25 length. She asked if she could call me by the end of the week so she could try to come up with a solution since we were past the return period and I said that would be fine. She never called. She didn't call the following week either. I called and asked for her and was told she would call me back. She never did. I called again. Still not available. On my 3rd call the week of 07/28, she finally answered and told me that she came up with a great solution... it was told purchase a SECOND tennis bracelet identical to the one my husband purchased and use 2-4 links to extend my current bracelet. Now.. this was a piece that was thousands of dollars. I was so completely disgusted with the entire ordeal that I called corporate to try to get an exception to the return policy. The customer service rep couldn't help and advised a supervisor would call me back. They never did. Their jewelers are incapable and not able to extend it. I have to now pay another $800 to bring it to a reputable jeweler who can do the work as I was informed that it could absolutely be done.

Shame on Zales. We will never, ever shop...

I'm writing this after 9 days of lies and back and forth. I ordered some diamond earrings on Dec 11th for store pickup. UPS "misplaced" the package on the 13th, which we all know means it was stolen. After confirming with UPS on the 17th that the package is not on any truck and is nowhere in their facility, I was told to contact the sender to start a claim. When I called Zales the first time I was told to go to the store to have this taken care of and they were emailing the manager. I now see was the first lie they told to get me off the phone. When I reached the store I was told that there is nothing they can do since this was an online order and they received no such email. I immediately called customer service again and was told this case would be escalated on Friday the 20th. No call or email so I called again Tuesday Dec 24th. At this point I knew there was no way I was going to get the gift I order for Christmas and would have to scrounge up what money I had to find something so my loved one could open anything Christmas morning. I was told after waiting on hold for a supervisor that their Tracing team was in contact with UPS and would email and call me that day. To no surprise I got nothing, no call, no resolution just a ruined Holiday and yet another middle finger from this company. I can only imagine how horrible of an experience it would be getting them to honor their warrantees, and such. I will NEVER do business with this company. There is no customer appreciation, or customer service to speak of. I've dealt with other companies and these issues are always resolved same day if not within 48 hours. Save your time and money. There are several other companies that actually value...