Zales — Local services in Schaumburg Township

The staff that works at this location are extremely unorganized, lack basic customer service skills and above all are unreliable. I was shopping for a wedding ring for myself and a wedding band for my fiance when I saw a nice men's tungsten ring in their case. I was not looking for anything special for my wedding ring, just something that didn't look cheap and this wedding ring for under $200 fit the bill. After dealing with a seemingly distracted and all-around unhelpful sales staff, I reluctantly decided to purchase the ring since it was exactly what I was looking for. The ring comes in a size 10 off the shelf but it was a little too big for me so I requested one in a size 9.5. After completing the sale and special-order form, I left feeling more like a burden than a valued customer. Whatever, nothing some fresh air couldn't fix. To my surprise, I receive a call about a week and-a-half later saying my ring has arrived and I can come pick it up. Receiving a call when the ring arrived was about the only thing Zales did right. I don't recall the name of the employee but I believe it was, Jessica. Anyway, I get to their location in Woodfield Mall and am happy to receive the ring about two weeks ahead of schedule. I try the ring on and it almost falls right off. I look at the bag it came in and lo and behold, it's a size 10, not the 9.5 I ordered. The distracted salesman I dealt with the first time ordered the wrong size. I immediately work with the sales staff to correct this since I am getting married in less than two months and cannot afford another mistake like this. Although the lady I worked with was well intentioned, she was obviously not prepared for this difficult of a situation. She fumbled with the computer not knowing how to work it and was not familiar with any procedure to fix this issue. Having worked in retail while in school, I simply suggested refunding the original sale and reordering another ring in the correct size. I kept my cool as I could tell she was trying to help, but how can you not know any of the company policy or how to use the register/computer? She could have been new to Zales but she made zero mention of it so I'm not inclined to give her the benefit of the doubt. There are now three strikes against Zales. We finish the order and I take it upon myself to call in once a week to see if it has arrived even though it is their responsibility to let me know when it comes in. I just don't trust them enough at this point to even do that. I call again today, Monday September 7th, and my order is not in their system. Perfect! They have my money but no ring was ordered. I request over the phone that she check their backroom to possibly see if the ring has come in even though she does not see it in the system. After waiting over the phone wondering how to best break this to my fiance and keep my calm having to go to Zales to demand a refund, the staff finally picks up the phone and apparently my ring was sitting in the back. No call to inform me my ring has arrived, a basic store responsibility. If my wedding were not so close, I would return the ring and shop elsewhere. I am only grateful that we did not purchase my fiance's wedding band from them or I would have been extremely upset. I'll be going in today or tomorrow to see if they ordered the correct size this time but my hopes are not high.

From one dissatisfied customer to potentially many more, shop elsewhere if at all...

Very frustrating customer service. Purchased engagement ring with this store & decided to custom-create my wedding band as well. Service was outsourced to a jeweler in NYC and was promised to be completed within 2 weeks. I called to follow up on when I could come pick up the ring and the clerk told me the work had JUST started the week before and wouldn't be completed for another 14 days! We had already scheduled engagement pictures knowing the ring would be back as promised. They overnighted the ring back 1 day before the pictures and a small stone on the band of the ring had fallen out!!! I was unable to get the wedding band at the time of pick up b/c the jeweler still needed another 9 days to work on the wedding band! I called the store to tell them a stone was missing and they told me when I come in to pick up the wedding band, the jeweler in store would be able to fix the stone as long as I came in before he left. I was there 45 minutes before he was suppose to leave and waited 10 minutes to be helped. Then was told the jeweler is leaving now and the ring would take an hour to fix. I explained my story, the clerk wasn't willing to try and get the jeweler to stay at first until I was more deliberate. So finally she walked away to the back, rudely, and returned within 5 minutes, and the ring was fixed! However, it was a shoddy job. The stone is either too small for the bracket or was shoved was too far in and is noticeably different than the rest of the stones on the band. She said it would take an hour but he obviously rushed to complete it in 5 minutes just so he can leave on time!! This is the 2nd time the stone has fallen out of the ring. Regardless of my lifetime warranty, this whole process has taken up MY TIME and I was never compensated for any of the frustration by the store. The manager Marc just apologize (via email) to me about it and never offered anything. Of course they had already charged my credit card & weren't willing to take an additional discount for their screw up. I am very disappointed in the customer service and will never recommend anyone purchase jewelery from Zales again. I would rather work w/ a private jeweler who cares about their reputation and is willing to bend over backwards for their short-comings and compensate...

So, I’d like to first say THANK YOU sincerely to the nice girl with purple in her hair, she was trying her best to help me. (So this message isn’t for her)

For the other lady who cleaned all the displays walking around like you own the facility. & told me I should go and follow the other lady in a condescending tone. gave me the most disgusting customer service I had to receive. I have never felt so uncomfortable in my life. I came in asking, if they possibly knew my husbands ring size since his ring was resized at zales, inspected and repaired. I figured maybe they had it in the system. The lady began to look I told her it was fine if not, then the other lady comes in and just starts with her attitude and pointed out and apparently didn’t like that I purchased my ring at another location. Mind you I live about a hour away from this location. I went in there looking for a new ring for my husband for our one year anniversary. Her “best advice” was that I buy the WRONG SIZE RING, give it to him for Christmas and oh words from her mouth, “since you bought the warranty the first time I see no problem with you buying it again.” & finalized it with give him the wrong size ring and return it to get resized. So that she could get that sale or her staff member. I told her I wasn’t going to do that to my husband… and she said okay…why not instead insist I buy it at another location, and in the meantime I can look around to see what they offer. I will NEVER bring my business or refer anyone to this location until they deal and or remove the disgusting personality person they call a manger. If she is or not.

This was supposed to be a special occasion and should’ve been treated with care. I’ve had my business with zales for a while now and I never experienced bad customer...