Zales — Local services in Southlake

Nothing short of a nightmare. The level incompetence from this store is absolutely staggering. We walked in, my wife selected a wedding band for me, and we were told it had to be special ordered and usually comes in 6-8 weeks. This wasn’t an issue so we paid the deposit they asked for and went about our business.

Fast forward six weeks. My wife calls for the status because we moved our wedding date up. Nobody seems to know what’s going on. We’re told it’s still on order and there is no way to contact them/get a status.

8 weeks in we call and nobody seems to know what’s going on, they say it can take up to 12 weeks. This is still ok as this would still be in right before our wedding.

At 12 weeks we call again. Still no word on the ring. It doesn’t come in time for the wedding. Another week or so later, we call and they finally tell us the order is CANCELLED because we didn’t pay the full amount when ordering it.

They ask us to come in the day before we leave town for a friend’s wedding. We call them when we get back in town and they put our deposit on a gift card! We explain we are leaving town and need to resolve this when we get back. When we return to town and call them we’re told we need to speak to the manager who doesn’t work on weekends. We call Monday and the manager is out for the week…

The following week we call, the manager is hard to get a hold of. She was rude and short with my wife, she explained that they “just took away” the ability to cash the check back to us! So now they have to mail us a check for the deposit.

Avoid! They don’t care about service. Nobody knows what’s going on. And if you do have a problem good luck. Please heed this as a cautionary tell and don’t make our...

I went into the store yesterday. I was greeted and informed that all of the salespeople were busy and someone would be with me. I found the item I wanted and waited for someone to become available so that I could make the purchase. I had been waiting almost 20 minutes when a guy comes in and as soon as a sales person became available she waited on him. I was told by the greeter that the store manager Janel Lee, was the person helping him. I was not happy that he was being helped while I had waited for so long. I asked her to let the Mgr know I wanted to speak with her. I waited. A salesperson freed up and asked if she could help me. I told I wouldn’t be buying anything after all and was waiting to speak with the store manager. She informed Ms Lee and came back to tell me she were helping the gentleman and would be with me. I walked out. Since Ms Lee didn’t take the time to listen to what I had to say then, I’m using this method. She handled that situation really poorly. She should have a system in place to determine who’s next. Since there isn’t one, she should have asked. There were two store employees who could have told her without question I was next. When she was informed the 1st time that I wanted to speak with her that should have been a priority. When she was informed the 2nd time she could have turned that transaction over to the sales person and come to talk to me. My take away was that she had no interest in hearing what I had to say. Managers lead through their actions. As far as I’m concerned this situation was a complete customer service failure, and the opposite of the example employees should witness. It wasn’t convenient but I’m was ok with taking my business...

If I could give this location less than 1 star, I would! My ring was dropped off on July 13th 2019 for a repair from 2 stones falling out(should have been the first warning!) I was told when I dropped my ring off, it would be back in 2 weeks. I was sent an email to follow the progress of my ring. After 2 weeks went by the email status NEVER changed. When I contacted the location I was told that there was a system issue and my ring was actually in repair, it would be another 2 weeks. Okay, fine. Here we are a month later and I get a call that my ring came in! Talk about excited!! Zales had my ring longer than I did (we got engaged 6/19/19). I fiancé goes to pick it up and apparently NO ONE looked at my ring before calling me because my fiancé noticed that a completely different diamond was not sitting "cockeyed" the sales rep told him!! ARE YOU KIDDING ME?!? You spend all this money on a ring that comes with a warranty but it doesn't say be prepared to NOT have your ring for a month or so if you have to drop it off for repairs. I am so upset and frustrated with this location! Warranty or not, I will NEVER go back to this store, nor will I recommend this...