Zales Outlet — Local services in Ontario

I don’t think some of the employees know what good customer service is like. I came in 3 weeks ago to get my ring resized, it was too big. I was helped by 2 lady’s. I came back 2 weeks later to find out they made the ring even bigger rather than smaller. They said they’d rush it out to be resized yet again plus no charge for the service. I came back in to pick it up & was helped out by a different woman & a man. It took a while for them to actually get to me though since they were helping other people. But anyways the woman tells me I have a balance for the service so I explain to her that I was told that I didn’t need to pay for anything since I needed to wait another week. She says that I didn’t have to pay for the first time but now that it’s correct I have to pay for it & I was shocked that they thought someone in their right mind would pay for their ring to be up sized then pay again to get it downsized??? Of course I don’t have to pay for the first time since that wasn’t what I agreed on. My service fee is being waived because I had to come back in a third time to pick up my ring. She even asked the manager on duty about me having to pay & he said well he doesn’t have to pay for the first time but he has to pay for what he wanted & I got what I wanted lmao damn. They offered me 10% off & I agreed because what else am I gonna do leave my ring?...

Bear with me!! I don’t usually write reviews but I’m going to rave about this one** :D As a first time customer at Zales I was incredibly impressed!! My fiancé and I had the pleasure of working with Alisia, the store manager, to find my wedding band and I fell I love with a ring that had to be a customized special order (of course haha). I had no idea it could take up to 10 weeks! But when I tell you Alisia was on top of it she was the epitome of customer service at its finest. She went above and beyond to keep me informed on its tracking info and even reached out to ensure my ring would be delivered directly in store to cut back on shipping time! My ring has just arrived 12 days before our wedding and I’m obsessed!! It’s incredible and everything I wanted and more!! Alisia, thank you so sooo much for helping to make this happen for me, us. I hope you read this cause you truly a gem and my fiancé and I are so thankful for you and your amazing staff to make this happen. 10/10 recommend to everyone!! Go see my new bestie for life and she’ll make your jewelry dreams...

Absolutely horrible customer service, I wouldn't even call it customer service. I received a phone call from their employee letting me know my ring arrived and was ready for pick up. Coincidently my fiancé was nearby and stopped in within 10 minutes of me receiving the phone call. They wouldn't let her pick up the ring as her name wasn't on the account (which I understand to an extent). However, the Zales employee acknowledged calling me and acknowledged that the ring was ready for pick up (only a $100 ring for my daughter, nothing crazy). The manager on site refused giving her the ring even though her own employee acknowledged that he had literally just called me and confirmed the number he called me on was the number that she provided. I asked to speak to the manager and she refused. After spending over $7k you would expect to be treated better and have better customer service but obviously they don't care about their customers. They're in it for the short haul just to get your money one time and not to have a...