Zales — Local services in Nashua

THE WORST EXPERIENCE I HAVE EVER HAD AT ANY RETAIL STORE!!!! Long post, but this is my story. I sent it to corporate and haven't heard a peep in over a month.

Robert Carlson the manager was helping us through the process of getting our wedding bands. We picked out a ring for my husband and Robert put the ring on my new Zales charge card (which I never received in the mail). We then went on to try on the ring I had selected online and we weren't exactly satisfied with the way it looked. So, Robert recommended having a custom ring made. We were a little skeptical letting my engagement band go for three weeks, but Robert assured us that we would have it back before Christmas, and it was very possible to have the wedding band for the ceremony. So, we send my ring off to get a custom mold made, even though the price was very steep. I get home and I receive an email that the payment was declined on my husband’s ring. Robert had input the wrong address during payment and that caused it to decline. I called the store back and a woman on the phone informed me that I would need to return to the store to reorder the ring. Now we are driving 30 minutes back up to the mall we were at yesterday to reorder the ring. I would have reordered it online, but Robert had given us a discount in the store so it looked like we had no choice. We tell him we are disappointed, and it worries me because these are the people handling my engagement ring, but he tries to assure us that everything will be fine. Now my wedding date was January 18, 2019 and on December 23rd I receive a call that my engagement ring was returned to the store from the manufacturer who was casting a mold. We go in to see Robert, he informs us that we should receive the wedding ring in mid-January.

I see online that the final date on the ring was February 17th so I call the store on January 16th to see if there was any progress made, and a young lady who answered the phone investigates my order and informs me that Robert was away and that there was a problem with the ring. At the time it was 2 days before my wedding and I just didn't care. We have the wedding, go on our honeymoon, and when we get back I figured it would be a good idea to give the store a call since I hadn't heard anything since January 16th. I call on February 14th and talk to Robert who instantly asks me where we left things off. I tell him I found out that we wouldn't have the rings in time for the wedding, but that's where things were left. His next question was, “Did anyone call us?” He apologizes and informs us that we need to come back with the engagement ring for them to send out to have a them take more pictures. But it’s almost like they thought we would just forget about it. I understand this was probably a problem split between the manager and the manufacturer, but I would have appreciated some transparency. I understand not everything goes smoothly but I would never expect for your company to act like a child who has done something wrong and they just hide and pretend it didn't happen. My biggest question is what the hell did they do for three weeks with my engagement band and still don’t have the correct measurements? Why do they need photos of it when it is a ring that you carry in stock online? When I asked Robert why he couldn’t just send one of those rings to the manufacturer to use when making the mold. He told me since it was an online only ring, he couldn’t send it. Aren’t you the company that sells the ring? And you don’t have the specs for it that you could send out to the manufacturer? WHAT THE HELL!!

But now after having a beautiful wedding without my custom band I don't think it’s necessary to pay $1400 for a plain platinum band with no diamonds in it. Especially since we had issues with the most uncomplicated things like payment and processing an order. I just don’t understand the thought process behind what happened in my circumstance. With a little bit of honesty and communication I would still be interested in spending my hard-earned money on...

On the evening of Saturday March 2nd my teen son and I were at the Pheasant Lane Mall. Walking from 1 store to another my son was sliced in the leg, through the store bag he was carrying, by a broken mug. We were close to an atrium area with central seating. Annie's Pretzels, Zales Jewelers, and Via Style (our actuql destination) cornered the area. At this point my son was bleeding down his leg onto the floor. We grabbed napkins from Annie's and sat him down to see what we were dealing with. The cut was actually very deep and almost 2inches long. Usually I'm super prepared with a blackhole purse carrying everything but a kitchen sink, however this trip was supposed to be quick with a couple specific things we needed only. I only had my phone, wallet and car keys...absolutely nothing to help with the injury until we could get home. But there was Zales and their INCREDIBLE STAFFERS; Kathy, Tami & Nelson. I charged in there, probably seeming like a lunatic and asked for their first aid kit. They were on it. Fast. In seconds they were asking what they could do to help, offering assistance in caring for my son, getting additional help if necessary and handing me the First Aid kit. No hesitation, no question. They did exactly what was needed AND with a sincere caring manner. I used a bunch of there supplies and returned the kit apologizing profusely for using everything up. Know what they said? They said; "Can we go ahead and throw out the trash for you?" taking, gently from my clenched hand, the pile of bandage and gauze wrappers. Again, showing the hearts of truly caring and caregiving individuals. They are a testament to all that is the professional customer SERVICE industry. Considering we weren't even their customer... THANK YOU Kathy, Tami & Nelson for being exactly who you are as wonderful humans and EXCELLENT representations of above and beyond service♡

PS: my son ended up with 8 stitches and the on the spot care I was able to administer, due to their help, kept his wound clean and closed until we could get him...

SOLD FAKE JEWELRY W/A SMILE!! The sales man sold my husband a fake diamond GP bracelet for $949.34 with a smile on his face!! My husband is not a diamond expert at all, so he went to Zales thinking they would help pick a nice diamond bracelet for his wife for their anniversary. And instead, they sold him a $949.34 GP, Fake diamond bracelet, that my husband could have bought at TJ. Max $5. When my husband brought it back and told the gentleman that sold it to him that it was fake and only two of the diamonds are showing real. He went and got a "diamond checker" device, to show him they are real, well only 2 of them came back "green" and it's a diamond tennis bracelet!!!. He then tried to say that sometimes that machine "doesn't work correctly". So my husband asked "in a store like this you have a diamond checker that doesn't properly work"!?!!!😳 . AND on Top of all that it was GOLD PLATED GP" He tried to tell my husband it was NOT GP, so my husband asked "then why did my wife's wrist turn red and irritated after she worn it for 3 days!?!? So they again took it back for testing and sure enough it was GOLD PLATED"!! SO YOU SOLD MY HUSBAND A FAKE DIAMOND FAKE GOLD BRACELET FOR $949.34 WITH A SMILE!! And to think if I didn't get that red mark on my wrist from the bracelet he would have never brought it back. SAD THAT THEY TOOK ADVANTAGE OF MY...