Zales — Local services in Springfield

If I could give this store a 0, I would! Do not waste your time. I have had too many problems since coming here. I worn my ring a total of 9 hours since I got engaged on 1/2/18! Why? Please, continue reading.

I went to get my engagement ring resized on 1/3/2018. The young lady with blonde hair sized me at a 5.5. I expressed several times that I was uncomfortable with her sizing, because it had no extra room for swelling. She laid her hand next to mine and told me matter-of-factly, "your fingers are just like mine and I'm a 5.5." Okay, fine, she's the expert. I hesitantly went with her recommendation. Big mistake.

Three weeks later; my engagement ring finally comes in. I'm beyond excited! When I pick up the ring and try it on, I still have the sinking feeling that it's too tight. Again, I express my concerns to the two jewelers present, because the ring feels too tight. A short, older woman comes around the counter and tests the fit. She tells me that "the ring is supposed to fit like that," and that "they would teach me how to wear the ring." ....What does that even mean?! At this point, I'm completely put off by the three staff members I've had to interactions with. I leave and go grocery shopping with my ring on. Not two hours later, my ring finger is so swollen the ring would not come off, it's beginning to hurt, and my finger is turning different colors. GEE, I GUESS ITS TOO SMALL. I take the ring back the next day and ask for another re-sizing. The older woman obliges me. She tells me "you're definitely a size 6, because you're fingers are freezing!" FUNNY, that's the exact size I suggested to the first young lady I talked to on 1/3/18. I asked the older woman how long it would take to be re-sized. Another 3 weeks! No offer to rush; no I'm sorry we sized you incorrectly. Nothing. Okay, fine. I'm extremely upset, I'm a first time new bride to be, and I would like to wear my ring and show it off, but I can wait.

Another three weeks goes by. I finally get my ring the day before Valentines Day. I'm super excited, because its beautiful and it fits perfectly! I'm finally happy and get to show it off to all my friends who have been asking to see it. I wear my engagement ring for 7 hours at work and what happens? A DIAMOND FALLS OUT AND CANNOT BE FOUND. At this point, I am beyond upset and angry. I want nothing more than to wear my ring. Instead, I now have to go back to the jewelers and wait while it's being fixed. So excited to wait ANOTHER COUPLE WEEKS before I can wear my engagement ring again. I will never come to this store again. I'll pay someone extra to do...

10/30/20 my husband purchased my engagement ring at Zales. The purchase of the ring included a "diamond bond" guaranteeing that any diamonds that fell out of the ring would be replaced for free as long as I completed a 6-month inspection for the ring's diamonds every 6 months.

Now it is november, 2022. I had to bring the ring in to have diamonds replaced repeatedly over the last 2 years. I purchased two bands to go on the outside of the engagement ring and paid to have the rings soldered together. The soldering fell apart within a few months. I've had the ring in the shop for diamond repairs more time during the last 2 years than I have had the ring on my finger. I have several rings with diamonds in them, and I have never had a diamond fall out of one of my rings before. I've been extra careful with this week since I take it off every night when I go to sleep and I try to take it off anytime I'm doing anything rough with my hands, to prevent damage. Even though I'm not nearly as careful with my other diamond rings, I've never had an issue with diamonds falling out of any of those other rings.

Today, I went into ask about the current repairs I'm having done on the most recent diamond that fell out, and I was informed that, because I didn't purchase an additional warranty, I will have to pay $130 if I want to have the most recent diamond replaced. I just got the ring back from the last diamond repair one month ago and the next diamond fell out within days.They said the diamond replacement is not covered because metal work needs to be done to replace the diamond. I can't imagine selling a piece of supposedly fine jewelry to a customer and then the customer having so many problems with it and then saying you won't replace the diamond for free and make it right. I will never buy another piece of jewelry from Zales, I feel like their jewelry looks pretty but the quality is about the same as buying jewelry for Walmart apparently. I guess you might as well just go to Walmart and pay less if you're going to get cheaply made jewelry that falls apart within months of purchase.

The sales people who work here are pretty nice and I expressed my frustration to the workers and they explained there really was not anything they could do. I might try calling the corporate number and see if I can get any help with this issue. I've never experienced such bad customer service for an expensive luxury...

If I could give this store 0 stars I would. BEWARE BUYING JEWELRY FROM THIS LOCATION! They put damaged jewelry on display and allow customers to buy it, hoping we don’t notice and try to sweep it under the rug by gaslighting and using the warranty so they do not have to do refunds on sales. This has happened to me on two occasions but this time was outrageous. I sent off a pair of earrings for repair because upon purchase the clasp and hinges were loose but because I was so excited about the purchase I just wanted to take them with me. Once I took them off and got home I noticed just how loose the clasp was and I placed them into the box and never used them again. When I brought them back, before the 30 days to be able to get a refund, we sent them off no problem with the issues I mentioned. When they came back, I got a phone call from an employee, Gabriel , & was told the clasp and the hinges were not able to be fixed and that I could either get a refund or pick something else out of equal value. I was upset and told them I would look but if I didn’t see anything I would opt for the refund. After that initial phone call is when things started to go downhill. See the photos for more details. Long story short, I was told I damaged the earring and that I could not actually get a refund. I have tried contacting customer service and put in an escalation ticket to no avail. NO ONE has contacted me and they CONSTANTLY have an issue that comes up when it comes to making it right. The earrings were on clearance for supposedly a brand new pair yet online they were selling a previously owned pair for much more than what I paid in store for the brand new pair. Make it make sense. Be careful and inspect the jewelry yourselves! The lights will make them seem beautiful yet once the light isn’t on them you can see issues with the jewelry & the managers and employees DO NOT CARE. They just care about the money. I’m still being refused a refund for damages to a product I did not make. I have a smaller pair of these exact earrings and they are perfectly fine, why would I make damages to a brand new pair? TERRIBLE CUSTOMER...