Zales — Local services in Town of Hempstead

I choose Zales to give a birthday gift to my mother, a mother ring with all of her children's birthstones. Its something she always said she wanted therefore when it came time to get it for her My sister and I tried to set it up nice and make it special. I called the the morning I was ready to go and order it from the store, because I knew she wouldn't be able to leave the store with a ring we had to get it customized to order. However we wanted her to go to the store get her finger sized, pick out the ring type setting and stone setting as well. When i called the lady said "oh I've never done an order for a mother ring so i don't know how it works i know we have a book but I'm not sure". I asked well if we come to the store is there something where she can see her options and pick one out to order she said yes you can come in. I assured her that this is for my mothers birthday and i want it to be special so may you have it ready to look at our options? she said yes. My experience at Zales the diamond store at green acres mall was horrible. We didn't tell our mom she was getting the ring until we were in front of the store like surprise you get to pick out your mother ring today ! She was so shocked and happy when I walked into the store the lady asks if we need help and I said yes I called earliar inquiring about the mother ring we are ready to look at our options. The lady went behind the counter and started flipping through the book for about 10 min when i asked whats wrong she says iv never ordered it before we have to ask my manager. This got me angry because my mother is standing there waiting to do what we just surprised her with and she was not able to. The manager came from the back room or wherever and looked in the book the same way looking dumbfounded. I was so angry and complained about what was going on. At the end of the experience, after the manager got on the website and showed us what my sister and i were doing online while doing our research. We said this is sooo disappointing and we left. We ended up ordering from Kay jewelers instead. If a store is going to have such a wide selection of mother rings to choose from there should be a better way to accommodate what they offer. My first and last time trying to purchase anything from Zales. The manager and all of her staff need to go to training about customer service. And you won't believe the first lady who i spoke to and who tried to help us had the nerve to give us attitude on top of everything else...

Absolutely the worst experience of my life. This review is not specifically for the store in green acres but the company, their shipping procedure and the God awful customer service on chat. So honestly I can not see how the store experience would be any better, unless you are making a purchase in store helping someone's commission. Back to my point I ordered a pair of earrings in the middle of August for my newborn niece, to wear as her first actual pair of earrings. From the beginning I was a little weary because it said it would ship out by Sept 30, but my sis did not mind waiting as she can't pierce my niece's ears for a few months and they said they would not charge until it shipped. After waiting that whole time and actually forgetting about them September 30th comes and boom, the money comes out of my acct. I'm excited and can't wait to pick them up. I wait for shipping info and nothing, but I get an email explaining to me how to get them cleaned and how amazing the warranty on them is. I call up on October 4th and was told they are on the way to the store. A few days later I go on the chat and am told they are lost with ups and I should call. I honestly thought this would work itself out but foolish me.. No email from Zales explaining anything. No email from ups... NOTHING.. So today October 15th I go back on chat and after a 2hr wait an agent (Amara) comes on I am obviously not still there, I respond in about 30 minutes and I reference the extremely long wait, only for said agent to respond didn't you see my response at 1230. When my original message was at 1030. Anyway after I asked to be transferred I am on with another agent (forgot his name) that refused to give me a refund, but only wanted to tell me about an investigation they had to do... My issue is I'm not telling them not to investigate but at this point I want my money back so I can buy these earring elsewhere and they are refusing to do so. The earrings were supposed to be delivered to this Zales so I don't see why I can not receive a refund when this error is between UPS and Zales. I will never shop here again and I recommend anyone reading this to see if you can trust Zales with your money or to have your back as a consumer spend your money somewhere else. Zales is terrible.. Worst...

Jasmine was PHENOMENAL. I'm actually updating my initial review, because sometimes you don't realize the level of assistance you SHOULD be receiving until another associate shows you something different and better. I brought my engagement ring in 2 weeks ago to be resized and the initial woman that "helped" me with the sizing really just handed me the sizing rings, but didn't provide any advice, suggestions, or feedback on how to know you've actually selected the correct size. I originally thought my ring size was a 5, but was a bit worried about potential hand-swelling in the summer months, etc, since the 5.5 was much too big. The lady told me to go with a 5.25, even though they don't actually have that size in-store to try. Trusting her wisdom, I went with her recommendation.

So when I picked up my ring 2 weeks later, the 5.25 is too big and quite easily slips off my finger. This time Jasmine was assisting me and advised me on how a ring should fit and how you SHOULD have to remove your rings with the twist and pull, not a simple pull. Jasmine went above and beyond answering my questions and took her time helping me with a plastic ring guard to better secure my ring into position, since I didn't want to send my ring back out for another 2 weeks for a second resizing or to add a sizing ball.

Jasmine showed a level of care, knowledge, professionalism, and warmth that I definitely didn't get from the original associate that I worked with. If you visit this location, seek Jasmine for help, because she'll get you right...