Zales — Local services in Pleasanton

My experience with Zales has been frustrating enough that I feel it deserves attention — especially for anyone considering making an in-store purchase and for Zales’ corporate team who can fix this issue.

I returned an item to the Sunnyvale Zales location on October 15th and was told I’d receive my refund by check within 21–30 days. It’s now been several weeks past that window, and I still haven’t received my refund. I’ve contacted Zales multiple times through their customer support chat, provided my receipt, my address, and all the details requested. Each representative acknowledges the issue but tells me they “cannot make an exception” or “cannot change the tender” — even though the refund amount was only $280 and well below the $500 limit they cite for issuing a check.

I paid cash for my item, yet Zales refused to refund cash or credit the amount to a debit card. Instead, they sent the request to corporate to mail a check — and now the check has never arrived. I’ve spent hours in chat sessions explaining this and waiting for updates, with no resolution. The store already has my returned item, but I have no refund and no confirmation that the check was ever sent.

What makes this situation worse is that Zales’ own policy contradicts itself — they say refunds will be issued to the original form of payment, yet when the store is out of cash, they change the tender type without consent and leave customers waiting indefinitely for a corporate check that may or may not show up. For smaller refunds under $500, this makes no sense and puts the burden entirely on the customer.

This could easily be fixed if Zales empowered stores to provide debit or cash refunds for small amounts, or at least issue a digital refund instead of forcing customers into a 30-day waiting period.

I’ve shopped with Zales before and have had positive experiences in the past, but this policy and the lack of flexibility from customer service have made me reconsider doing business here again.

I truly hope Zales corporate reviews cases like this and updates their refund process so other customers don’t have to go through the same unnecessary delays and...

Today my husband and I came into Zales for a cleaning and to buy my wedding band. Nahid Sahibzadah was so pleasant and friendly when she greeted us. She cleaned our rings and then helped us look at wedding bands. She was very patient and let me look at the ones I initially had my eye on, but also recommended a few others. I ended up going with one that she recommended to look at. It just felt right. Nahid is extremely knowledgeable of her diamonds as well as the policies Zales has. There were things that my husband and I didn’t know we could do, such as send our rings in for deep cleaning and stone tightening. Obvious things to others but not to us since we don’t have much fine jewelry besides our rings. Nahid sized me to make sure the fit of my new ring would be right. She made the entire experience painless and easy for us. I am very grateful to of met her and got to work with her on this. I can’t wait to pick up our rings in two weeks and see them polished and also wear my new wedding band. Thank you Nahid for your excellent service and knowledge and can’t wait to work with you again in the future.

Update: Just picked up my rings from Nahid and they came out beautifully! I’m so happy with my wedding band and glad I sized up since it’s a tighter fit having both rings now. Nahid suggested it and I was nervous about it but it was the perfect decision to make! My husband’s ring looks brand new again and so does my engagement ring. I’m so happy Nahid was there for our pickup. Closed out this chapter of our ring shopping perfectly. Thank you so much for all your help and expertise with our rings. We’ll be looking for you at our next...

I had the worst ever experience at this Zales store on 9/7/24. As an ex Store Manager with Signet Jewelers with 10 years of experience, this was a terrible example of Service. As an ex Signet SM, I would never have even considered leaving a bad review, but Naheed was the worst example of Service I have ever seen in a Signet store.

I took a ring in for a redo that had been repaired just 2 months ago. It was a simple redo. Not only did Naheed, the ASM of 18 years, refuse us service, She actually insinuated that the ring I had brought back might not be the one that had originally been repaired at a Zales Store in Austin. I asked her to look at the images to double-check, but she didn't. She said that the rules were different in TX than CA, and that Repairs in CA were only guaranteed for 2 weeks, not 6 months, as I claimed.

Needles to say, I did not leave my ring with her. I was very polite with her, in spite of not getting any professional courtesy from her as a fellow team member, or even as a customer. As a parting shot she said, "you can go complain about me if you want, but I am very highly thought of by my boss.

There was another employee, who was only 2 weeks old in the business, but she embodied the best of Signet standards.

My family and Ib will never shop at this store again. I will forever be loyal to Signet Jewelers for being an amazing employer, but this experience left a very bad taste in my mouth. Ib will be taking my ring to an outside Jewelers and paying to get this...