Zales — Local services in Spokane

If I could I would give them 0 stars very disappointed and upset . After shopping for months and saving money for that special ring and band for my wife I had visited all the Zales stores in the area and after speaking with the customer service representatives in store they had walked me thru a few options then referred me to their online selections, on their website they offer what they call "refurbished " or a returned item the salesperson had assured me that the items were quality items that l was interested in and after being told that my purchase was covered the same as all other items only to find out that is not the case. So it has been less than 5 months and the rings are warped and separating after taking it in for cleaning and to address the issue and the salesperson (whom told me I was making a great purchase) said their is no kind of warranty or diamond coverage and that essentially because it was refurbished that they have no obligations to repair or anything and when inquiring about repairs I was quoted nearly $300 per ring . I am very disappointed in the customer service I received and was sold on a product that they assured me was covered like all the rest of their products and that is not the case. I now have a $1500 warped wedding set that is a complete loss and disappointment. I've shopped with Zales for a very long time and this experience is now forcing me and all of my friends and family to do our jewelry shopping with a business that stands by their products and doesn't have their salespeople make false claims that their products are covered. I suggest shopping somewhere that doesn't leave you in the same position as I am . Embarrassed that I purchased this and thought that Zales would hold up to the reputation they claim as one of The "best"...

I know the few weeks leading up to Christmas can be exhausting but there are still basic customer service behaviors that come naturally to someone in retail. I came in to pick up a ring that was sent off for service and the heavy set lady (I really did not want to say that but she was not wearing a name tag so I’m not sure how to identify her) did not even acknowledge me or any of the 3 other people waiting for service. A simple welcome in is all it takes. I was waiting for a few minutes and she finally asked the younger girl working to help. This girl had not even looked up from whatever she was doing since I walked in so obviously she had no idea what order the people waiting were in. She helped the first person she saw which was not the order. I assume she is new because she had trouble finding what the customer needed. I am giving her the benefit of the doubt and based on her age she probably just needs more time to develop better customer service skills. Another few minutes passed by and Thomas finally surfaced from the back area. His service was a 5 star because he was attentive, friendly, and eager to help. He said he just finished his lunch break which would answer why he wasn’t out earlier. I know the holiday season is a great time to boost a companies sales but Zales needs to evaluate their employees especially during the peak hours. I saw at least one customer walk out due to lack of service while I was there. Who knows how many more people walked because of the two ladies poor...

I went to Zales to get my diamond earrings inspected and cleaned. I have a very hard time removing the screw on locking backs. There have been times when Teresa and Kim have helped remove them for me. They are always so understanding and kind, but I have grown frustrated with my own inability to remove them for things like medical procedures, cleaning at home, etc. So, I asked about alternative options for locking earring backs. Teresa and Kim were extremely helpful and I was able to order a new style of locking backs for my earrings that I should be able to take on and off by myself!

While I was there, I asked if they could also clean my wedding ring and other ring that I wear in my right hand. Teresa was happy to do so. She also checked the setting and stones.

Unfortunately, there was a chip in my center stone! I didn’t purchase it at Zales and so far, I have not heard back from the jewelry store where I bought it to see if my diamond is guaranteed. I have a feeling it is not. I wish it had been purchased at Zales because of their guarantee on their diamonds. Live and learn, I suppose!

I always receive such wonderful customer service at Zales. I really appreciate the care I am shown and wanted to...