Zales — Local services in Midland

It’s long but worth the read if you really want to know what to expect from here. I received my engagement ring with zales last year in August 2024. It was originally purchased online. It is the black maleficent one with rose gold, thorns and black diamond. My ring was turning silver per usual I sent it in to get redipped in black, replace a diamond and polish it at the beginning of April 5, 2025. I received notification it was ready May 9, 2025 and I was excited because a month is a long time without my ring. I show up to pick it up and my ring was stripped of all color (black and rose gold) and it was just silver with black spots all over. If I had asked for it to be silver I would have been disappointed with the job done but I wanted it black again as we originally bought it. Sent it back said it would take a week. I show up again a week later and my ring is half black and half silver. At this point I was frustrated with the miscommunication between the store and the jewelers. When I told the employee about my concerns she continued to argue with me and tell me I was wrong she said “the ring was originally silver and I guess you asked for it black and got used to it from that one time” I said “no it’s black originally and online it’s also black” she said “I’m not sure who helped you but I can send it again”. Mind you the lady has been the same one who has helped us repeatedly. We sent it off again and I finally received my ring June 1, 2025 it was black but not how it was originally. I have worn my ring today June 2, 2025.. not even a full day and the black has some off of my ring completely. My overall experience has been a nightmare. I didn’t not appreciate the customer service. The manager thought it was hilarious and was laughing with the employee. I will definitely be looking for somewhere else to take my jewelry...

Honestly, the Midland Park Mall Zales location is awful and fairly atrocious. First sign of a horrid and piss poor experience should’ve been the extreme lack of initiative upon entry into the location, barely even a hello. Once I did find a ring I liked the lady that was “helping” me seemed bothered I was even in there. She was looking around to see who else would be able to assist me and when she couldn’t find another she halfheartedly walked me through the process. When I was asking for assistance with finding a ring size she gave me the sizer and left me to my own devices. Even when I asked for help for how it should fit I was met with little to nothing in response. I definitely felt like I was being rushed to get out. Lo and behold the ring is too big and I need to send it in to be resized. I’ve had the ring less than 24 hours. My last bit of complaint should be focused on when I went to pick it up.Greetings were much friendlier this time but that was about the extent of a decent visit. When asked for my information they could not find the ring at all, despite calling me previously this morning to let me know it has come in. Luckily the original representative was there and was able to remember that it was a special order. I tried it on and sure enough it was bigger than I need. Every employee that was huddled together gave me a quick excuse of “We are in the prime of winter.”, although it was 65 degrees. I had already waited close to 4 weeks for my wedding band to come and now the disappointment is rising more quickly knowing I already have to have a situation corrected when it could’ve been avoided with a little more attentiveness from...

10/01 update - the chain broke again (at the clasp), third time's a charm, and now the custom pendant made by Zales is lost. Guess what... Zales staff claims insurance does not cover loss due to poor workmanship. Letter going to corporate to advise of problem. 09/10 update- second day of wear. Chain broke at the clasp just like last time. Almost lost the $500- diamond pendant. Brought back for repair and clerk patches to argue we didn't have the repair 'insurance policy' we purchased there, and that we attempted to have the necklace chain repaired elsewhere and did not want to take in on a repair/rework order. I lost count after not only showing the email receipt that it was in fact a Zales corporate repair is the number of times I requested the repair order number be placed on the actual repair/rework ticket. Apparently this Zales is not a jewelry outlet according to the managing staff (Consuelo) on site. Wish us luck on an actual repair. 8/31 repair return -Staff claims someone else picked up your jewelry, then argues and doesn't allow you to explain why...