Zales Outlet — Local services in San Antonio

I have never had such horrendous service in all my life. My fiancée and I brought our online purchase to this store to have it resized and it has been awful after that. After COVID calmed down and stores started to reopen, a manager called to ask if I would like the ring shipped to my home instead of having to come in to pick it up since it was done. I waited 3 weeks and started to worry that it was stolen so I tried to reach out to Customer Service for a whole week. I finally got someone on their Live Chat service and they were able to send the ring out. Instead of my home, the ring was sent to some city in Vermont. I immediately tried the Live Chat and eventually got someone by the name of GUADELUPE L. and, in spite of being a "Live Person" they proceeded to put out responses straight out of some book without bothering to read the messages I send them. Eventually, they inform me that they must submit the issue to the Case Management department and I will get assistance with THE MISTAKE THEY(ZALES) MADE and that I will get a response in 10-15 business days. Needless to say I am livid at this point and ask to be escalated. In comes BRIAN R. and I basically get the same treatment, but Brian adds in that the person who originally supposedly sent me the ring, did not send me the ring and had nothing to do with it. So I have been misled by the first person, ignored by GUADELUPE L., and now BRIAN R. is either lying to me or refusing to do his job by not fixing the issue. I calmly request ID so I can report all 3 of them to corporate and BRIAN R. refuses to do so, I ask to be escalated higher and he also refuses to do so and states I have to call corporate in the morning. So I now I have no ring, no information on if it will get resized or fixed or anything, a supposed supervisor is refusing to take responsibility or do anything about the situation, and in the end I was just discarded and ignored. If "Customer Service" at Zales is this bad, then trying to put in a claim with their insurance, when the ring is inevitably lost by the very company that sold me the ring, is going to be like getting my wisdom teeth removed all over again. I will never again buy from Zales and I would encourage others to do the same, which is a shame because we were so excited and in love with the design of the ring...

We are repeat Zales customers... this location in particular, I DO NOT recommend. I went in a few months back for a pair of earrings to be repaired and had them returned to me in worse condition than when I brought them in. Management offered to have them replaced entirely so I thought well at least they are trying to make it better. I got a call saying they were ready few weeks later so I said I would be in to get them. I went in and multiple employees were helping one customer at the same time so I waited, and waited. About 15 min passed and I still wasn't being helped so I left. How long am I supposed to wait with no one even saying a word to me.. I tried calling the store numerous times, there was never any answer. Finally, today I walked in and luckily I was the only customer and there were three employees. Not one greeted me. I stood and waited while looking and the two closest to me to say hello or something, it took about a good 45 seconds to a min for anyone to even acknowledge me. They were very dismissive, I was directed to speak to the same management I had spoken to before and she told me they called and didn't hear from me so they didn't have my earrings. I explained to her that aside from the initial call I never received any other calls I explained my experience with trying to come in but she still tried to act as if their mistake was mine. This is not the first issue I have had at this store but it most definitely will be my last because I will not be returning. Horrible experience, horrible customer service, horrible attitudes. Don't waste your time, I would go to a...

DO NOT COME HERE. THEY CLOSE WHENEVER THEY FEEL LIKE INSTEAD OF THE OPERATIONAL HOURS POSTED. I got s voicemail to come pick up my ring and the hours state that they're open until 21:00 ON A MONDAY. I don't get off work until 19:30 which I thought was fine. I have an hour and a half to get there. I get there at 20:06 and the doors are locked. So I called the store to see what was going on and they said they closed at 20:00. Even though it's clearly posted that they're open until 21:00. They refused myself and another woman service simply because they wanted to leave early. Once I get my ring back I'm NEVER COMING HERE AGAIN (If they even give me my ring back, when they left me a voicemail they said some man's name instead of mine, so I'm half expecting them to not even give it back considering they apparently wrote down the wrong name when I dropped it off). I'll stick with going to Jared's after this incident. Completely unprofessional. If I could give them 0...