Zales Outlet — Local services in Sunrise

Subject: Concerning Customer Service Experience at Zales – March 15th Visit

Dear Zales Customer Service,

On March 15th, my husband and I visited Zales to have my ring cleaned and inspected, as we routinely do under the lifetime warranty on my diamonds. Typically, the associates have no trouble locating my husband’s account using his phone number.

However, during this visit, we had an extremely unprofessional and unpleasant experience with an associate named Gloria. When we provided the phone number, as we have always done in the past, Gloria immediately insisted that we should have brought the account number instead. Rather than assisting us in a professional and courteous manner, she became confrontational, repeatedly arguing about the necessity of the account number instead of working toward a solution.

Recognizing that the conversation was unproductive, I chose to disengage and sought help from two other associates, Roberto and Mike. Unlike Gloria, they were both professional, courteous, and efficient. Without issue, they pulled up my husband’s Zales account using the phone number, thoroughly inspected my ring, and proceeded with the cleaning—just as we have done during previous visits.

Unfortunately, the situation did not end there. Gloria then turned her attention to my husband and continued to argue, repeating that we “should have had the account number and not the phone number.” Her dismissive and aggressive attitude created an unnecessarily stressful and unpleasant experience, which is completely unacceptable for a customer-facing role. This is the only reason why I have a 1/5 star.

As a loyal Zales customer, I expect a certain level of professionalism and courtesy, but Gloria’s behavior made me feel anything but valued. Her hostility and unwillingness to assist in a reasonable manner do not reflect the level of service I have come to expect from Zales. I sincerely hope this matter is addressed so that other customers do not have to endure a similar experience.

On a positive note, I want to extend my gratitude to Mike and Roberto for their excellent customer service. They turned what started as a negative experience into a pleasant one, and thanks to their help, my husband upgraded my ring for our 13th wedding anniversary. Their professionalism and kindness should be recognized, as they exemplified the quality of service that Zales customers deserve.

I appreciate your attention to this matter and look forward to hearing how Zales plans to address this...

I am honestly shocked by the positive reviews for this Zales Outlet location. My fiancé and I went in excited about shopping for wedding bands, but we were quickly let down. From the start, we felt disrespected, rushed, and completely brushed off by one older woman(elderly, blonde, black face mask). The sales consultant’s attitude was the worst part—when I asked a few basic questions, her response was literally in these exact words “I don’t care” to the three questions I asked. After the same response 3 times, I thanked her and we had to walk away. That kind of dismissiveness was beyond unprofessional. As a couple new to this process, we were hoping for guidance and a helpful experience. Instead, the consultant didn’t explain anything to us, didn’t even assist with sizing, and just pointed to where the ring sizing guides were. It felt like we were left to figure it all out on our own, and the whole experience was frustrating and disappointing. I never write reviews, but I felt compelled to share this to hopefully save someone else from the same experience. It was a heartbreaking experience for us, and I wouldn’t recommend this place to anyone. If you’re looking for a meaningful, respectful shopping experience, do yourself a favor and go around the corner of the mall to “Designers Jewelry Collection”. Our emotions made a whole 360 after walking into their store. Welcoming, patient, and...

Cary, the exceptional saleswoman:

I recently had the pleasure of visiting Zales jewelry store and was incredibly impressed with the exceptional service provided by Cary. She went above and beyond to help me find the perfect piece of jewelry. Her knowledge, professionalism, and friendly demeanor made the entire experience enjoyable and stress-free.

Cary's attention to detail and genuine interest in helping me find exactly what I was looking for made a significant difference in my shopping experience. She took the time to understand my preferences and guided me through their extensive collection with expertise. I truly appreciated her patience and willingness to ensure my complete satisfaction.

Not only did Cary assist me in finding the perfect piece, but she also provided valuable insights and information about the various options available, helping me make an informed decision. Her passion for her work and dedication to customer satisfaction are truly commendable.

Overall, my experience at Zales was fantastic, and it was largely due to Cary's exceptional service. I highly recommend Zales to anyone in search of high-quality jewelry and outstanding customer service, particularly with the assistance of Cary. Thank you, Cary, for making my shopping experience...