Zales Outlet — Local services in Wrentham

Went in to get my existing jewelry cleaned and inspected. Was not greeted when we walked in. Finally a woman came up and asked what we needed. When she found out it wasn't a sale, she said she was leaving for the day and would turn us over to her associate (James?). She left and we waited about another 10 minutes and then got the worst customer service we've had in a LONG time. He acted that we were a complete bother. Asked for our phone number, looked it up, and printed an inspection receipt and handed it to us - without touching the jewelry. Explained I had several pieces that needed to be inspected. He made us match up all the paperwork to each piece of jewelry and give him the warranty IDs because he didn't want to be bothered to look each one up. He "cleaned" each piece by dunking them in the machine and handing them back. When I pointed out they were still very dirty, he said "that's the best I can do." It was very obvious that we were bothering him and he didn't want to deal with us. He even had his back to us the whole time. I asked about how to get my wedding rings sized under our warranty, and he said "we'll go over that in a minute" - and never did. We ended up leaving, very upset, which considering we were in a great mood when we walked in, says a lot. We walked down the strip and went into Kays. They re-cleaned all our jewelry and made it sparkle with AMAZING customer service, and we ended up buying my husband a new ring while we there (Zales completely missed out on that sale!). As I had earlier taken a broken necklace back to Zales to be repaired under warranty and all they did was very noticeably and badly weld it so that it is unwearable anyways, I think we will be Kay's customers from now on. The associate (James?) was TERRIBLE and almost completely ruined the mood of our day. Thank God the Kay's staff...

I recently had a disappointing experience at your store involving an unauthorized charge and unprofessional conduct by your staff. When I purchased an item, the salesperson James added an additional warranty for $500 without informing me. I only became aware of the charge after reviewing my receipt, which prompted me to return to the store to request a refund back to my credit card.

Upon returning, one of the sales associates took my receipt and brought it to another team member, asking if a refund could be issued because he could have gotten the ring sized at the time of purchase. Although that wasn’t done, the associate said, “Absolutely,” and I proceeded to the register.

At the register, the staff continued promoting the additional service, insisting it was beneficial. I explained that I did not want it, especially because the service agreement stated I would need to return monthly to maintain its validity, which I was not willing or able to do. A male employee then interjected, saying I didn’t have to follow what the contract said. I made it clear once again that I wanted the charge removed.

After a frustrating back and forth, the woman at the register claimed she had no access to her tablet and couldn’t log into her system to process the refund. The entire situation felt disorganized and unprofessional. Frankly, the store is a mess, and I wouldn’t return. I considered returning the entire purchase, but ultimately chose not to because my fiancée is happy, and that’s what...

This was my first time visiting a Zales outlet. It was worth the experience. I entered, there were 2 sales ladies right inside the store. There was NO other customers in the store. I was greeted with warmth and helpfulness. I saw what I wanted right in the front middle case as I entered.. 2 10kt gold hoop earrings. They were both 70% off. They were just the sizes I was looking for. As I decided on my purchases we chatted like old friends. One of the ladies even offering suggestions of places to visit while here. I enjoyed my experience here and look forward to...