Zales Outlet — Local services in Round Rock

All of my other interactions here with Marsha were superb, but my last two interactions were both highly disappointing and I feel flat out lied to while I was there on my last visit. I wish I had gotten his name so I could call him out on here. A couple of months ago, I took the cracked band in to be repaired, and was told because of Covid, they were not doing repairs, but we could exchange the ring for one double the price and pay the difference. Not the news we wanted to hear and we were not prepared to spend that much money, but it was understandable if they were short handed of people to do repairs (because of Covid). So before we left, we said we might as well get another ring cleaned while we were there. "We are not cleaning rings because of Covid" is what we were told. So let me get this straight, you can take my cracked ring to exchange it for an upsale during Covid, but you can't take my perfectly fine ring to clean it!? At this point, I'm feeling like I have wasted money on the protection plan they ALWAYS pressure you to buy (no free repair and no free cleaning)!!

About a couple of weeks ago, we went back to see if they were repairing rings again and he said yes but it's taking awhile. OK well this time we were prepared to upgrade the ring, if we found something we liked in the price range. But after we told him that the ring was now completely broken (not cracked) he said that the repair would cost at least $400-500 to fix it and that amount would have to come off the price of the ring for an exchange AND since it was broken the protection plan would not cover it!! ARE YOU FREAKN' KIDDING ME!!?? Then what the heck did I pay for upfront? The extra protection plan is not worth it. And it does NOT cost $400-500 to repair a small broken section of a thin 10K gold ring! LIES!! I wish I would have been able to talk to Marsha, but not sure if she even still works there. I will never shop Zales again for...

WARNING: Do NOT do business with these thieves! Purchased an engagement ring at 18 months "no interest". Went on paperless billing since I didn't want my fiancé seeing the Zales statements in the mail. Plan was always to pay in full so no interest was accrued. I was under the impression it was 24 months "no interest". 18 months later... I go to pay my bill online and see that I've been charged over $3000 in interest charges. Called their "bank" Comenity to let them know I had paid off the remaining balance and to see if I could get an exception for interest charges removed. That's where the nightmare began.. It's impossible to get a hold of a competent person that can actually help you. No matter how many hours you spend or how hard you try. Went into the store to talk to the manager Tobyn. He sits there and grins at you knowing they got you. Shakes my hand and tells me there's nothing they can really do about it but "he will see what he can do". 3 weeks later he lets me know that he contacted his boss and there's no exception that can be made. So now, I'm stuck with 3K worth of deferred interest charges on the ring for paying the balance in full about 10 days late. (over 50% interest). My fault for doing business with these low-lifes based on all the negative reviews they had. Should have known better. Thank you Zales Outlet and Tobyn for making this entire process an ABSOLUTE NIGHTMARE. Will never spend another penny with these scum. Please watch out and would not recommend buying anything at this store on a "no interest" plan. When you go on Paperless Billing they hide the fact that your promotional plan is expiring and their goal is to get you to default on the interest so they can stick you with outrageous fees that are double what you think they may be. YOU'VE...

To be honest, I would have rated this place 2 maybe a 3 if we didn't get that call back from Marsha.

First experience, was amazing besides the amazing deals and because of this sales representative, Marsha. If you go to this location please ask for her. She is very attentive, thoughtful, personable, professional, positive, and patient. I can't say enough about her work ethics. Second, experience wasn't satisfying for us. We were there to pick up my wedding band. And the staff there weren't as kind and helpful. We felt like we were intruding. Just overall bad experience! Fail bad that day on their part to the point my fiancee and I wanted to cancel our order and return our item. Which we later conveyed with Marsha. That day she was off. She isn't even the store manager but she went over & beyond to ameliorate the situation. She called and I let her know what occurred. She was baffled by this but calmly listen and was very empathetic. Third experience, she excitedly called us to let us know the wedding band has arrived. The store would be closing within 30 min. She offered that she could run our items to our car is we wanted. If not she will stay until we arrived. Talk about VIP service. She also made a kind call to her regional manager and discuss the 2nd experience. They happily earned a continued customer. Basically she is amazing. We left happy with my wedding band that was resized which was the meaning of going back the 2nd time to the store. She even wrapped my gift for my Future mother in law. She is definitely has excellent communication and customer service skills. I appreciate...