Zales Outlet — Local services in San Marcos

My husband has purchased two wedding rings for me from this location. The first one was around $2k and after less than a year a diamond fell out. The warranty he purchased covered it but after 6 weeks of being without my ring we got it back and the same diamond fell out two days later. I brought it back and they acted like it was no big deal that I would have to be without my ring. I began the process to get the ring repaired again but I asked to speak with the manager. She then told me that the ring my husband purchased was a flawed design and was going to be proned to losing diamonds and that we should consider upgrading. My wedding ring is the only piece of jewelry I wear so, I was really upset just thinking about having be without my ring all the time. My husband decided to upgrade it so, I wouldn’t have to worry about it. We then decided on a $5k ring and the store manager said it was a much better design and it wouldn’t be prone to losing diamonds. I have had that ring for 2 years and 1 week and a diamond fell out and because it has been over 6 months since I have had inspected I was told I have to pay $250+ to get it repaired even though we purchased the lifetime warranty. The store manager Bernadette told me it is very common and that no matter how much I would’ve spent on a ring at Zales it would most likely lose a diamond. Being a Sales Area Manager myself I am appalled at how the Store Manager spoke about the products at her company. If you Review the Reviews for this location you will also find she wrote herself a 5 Star Review, that should tell you how big of a scam...

Oh my gosh I was so happy about the excellent customer service I got from Cecilia at Zales San Marcos Tx.... Also Eddie was involved as well! When I called Cecilia and told her my dilemma from another store from an area I had just moved from, she quickly assured me that the service and solution from the other store was not acceptable for a Zales store! The repair was still way before the 6 month warranty was up! Before I knew it she had ordered another identical replacement bracelet ( I was told at the other store in Pasadena Texas ( not Baybrook) that there were not any more bracelets like the one I had! Hmmmm. SO I went and got it from Cecilia and she sent it out to be sized! In not time I got a message it was ready! When I picked it up Eddie couldn’t have been nicer as well! What great customer service representatives you have at the San Marcus store! I will definitely be back for future purchases! Thank you Cecilia and Eddie...you know how to treat customers and make them feel valuable! BTW I made quite a few purchases from Zales’s Pasadena in the last year and I feel like I should have been treated differently! I have bought nothing from Zales’s San Marcos...YET but was treated like I was a very important customer! I am so happy to have my bracelet back in its original state! Deborah Lewis Purdy Moeller Spring Branch Texas Survey...

I never leave bad reviews because I am understanding of humans and they can have bad days. However, in this case I felt offended by Carlos and wanted very much for the powers that be at corporate to be made aware of his behavior. Background: my fiancé visited this store two days ago and talked with Alex. He had a good experience but decided to shop around some more for his wedding band. We came back together today to confirm the purchase of the ring he remembered liking. We were greeted by Carlos and asked warmly if we could be helped. We knew exactly what we wanted and his attitude changed immediately. I'm assuming because it wasn't a flashy piece. We wanted a starter ring with a price tag of $329. He never made eye contact again. He just said "debit?.... or credit?" Again, assuming we were cheap people maybe? It was debit, thank you. He simply ripped off the sticker leaving the gummy glue on the ring, placed the receipt in front of us and gave us a half-hearted "have a nice day." again - never making eye contact. Very very poor customer service. We drove from Austin just to make this purchase and I feel very much disappointed by my experiece here. Not so much as a "congratulations" ever even crossed this person's mind. Rude. I've been in customer service my whole life and you have to learn to fake...