Zales Corporate Office - Corporate Office HQ

Zales Corporate Office

How would you rate your experience with Zale's ?

[Total: 56    Average: 1.7/5]

Zale's Corporate Office Address

The Zale Corporation
901 W. Walnut Hill Lane
Irving, Texas 75038

Contact Zale's

Phone Number: (972) 580-4000
Fax Number: (972) 580-5547
Email: Email Zale's

Zale's Facts

Founder: Morris & William Zale, and Ben Lipshy
Date Founded: 1924
Founding Location: Witchita Falls, Texas
Number of Employees: 11900

Zale's Executives

CEO: Virginia Drosos
CFO: Michele Santana
COO: Sebastian Hobbs

Zale's History


zales 1

Zales was founded in 1924 when brothers Morris and William Zale and Ben Lipshy opened a jewelry store in Wichita Falls, Texas.  Zales revolutionized the jewelry industry by offering payment plans that made jewelry affordable for everyone.

By 1942, there were 12 stores in Texas and Oklahoma.

In 1957, the company opened its first shopping mall location.

In 1958, the company went public.

In 1998, the company began selling jewelry online at  zales 2

In 2000, the company acquired Piercing Pagoda and Peoples Jewellers of Canada.

In 2014, Signet Jewelers acquired Zales, which will continue under the Zales name and operate as a subsidiary. This sale created a company worth $6.2 billion.

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Today, Zales operates over 1750 locations in the US and Canada.  These stores operate under several brands, including Zales, Gordon’s Jewelers, Piercing Pagoda, Zales Outlet, Kay Jewelers, and Peoples Jewellers.

In 2013, the company had $1.888 billion in revenue.

In January 2017, Zales announced it would close many of its mall stores when the leases expire due to lackluster sales. zales 3


Zale's FAQs

Question 1: What is the phone number for Zale's?
Answer 1: The phone number for Zale's is (972) 580-4000.

Question 2: Who is the CEO of Zale's?
Answer 2: The CEO of Zale's is Virginia Drosos.

Question 3: Who founded Zale's?
Answer 3: Zale's was founded by Morris & William Zale, and Ben Lipshy in 1924.

{ 107 comments… read them below or add one }

Shaela Caballero July 25, 2018 at 9:31 pm

Having been a Gordon’s jewelry’s customer since my wedding engagement I was surprised to see that the Gordon’s was no longer at the Oak Wood mall of New Orleans when I went in to get my rings biannually inspected and also resized. From past experience I did know that Gordon’s was a part of the Zales family so I stopped in to see if I could be helped there. I was approached by a saleswomen named Yvonne. Yvonne whom I had dealt with on a previous occasion due to Gordon’s sending me to Zales for an inspection was as rude and unwelcoming as she was the first time I met her. My husband and I are an interracial couple and as last time I felt this time again we were given a negative attitude and poor customer service due to her issues with one of our races. I was snapped at multiple times and I felt as though I needed to be worried about sending my rings in for a repair. Her attitude became so intolerable that I asked her what her name was and will not soon forget it due to the manner in which we were both spoken to and treated. It would have been a real shame for this to be the sales person who we originally purchased all of our wedding rings from because she and her poor attitude and bad customer service skills would have sent me somewhere else. This being said my husband was personally telephoned by a gentlemen who works in that location informing him that the rings we sent in were ready to be picked up as we sent the 3 rings in together we figured that they had all been ready for pick up as we have done this in the past and all rings were ready at the same time. At this point in time my work schedule as well as my husbands are full we have a young child in school and a relative who is going through chemo therapy that relies on us to take them back and forth for treatments. Today I had to arrange for someone to pick my child up and take my relative to the doctor because I needed to go across the river to pick my rings up that was told were going to be ready. This is a 16 minute drive one way and by the time I am out of work traffic turns it into about a 30 minute or more one way commute. When I get to the store there is a gentlemen waiting for a pick up and failed to have the correct paperwork to do so instead of dropping his personal business when he left the saleswomen proceed to talk about him in a loud and unprofessional manner airing all of his personal business to the then remainding customers in the store. Once I am helped I am told that 2 of my 3 rings are ready for pick up when I inform the saleswomen at this point that I was told my rings were ready and I don’t think it is exactly professional to call me and let me know an order is ready when it clearly isn’t I receive a giggle under the breath of one saleswomen whom I believe was the on duty manager as well as a I understand your upset from another. At this point Yvonne who had previously given bad customer service was there and giving me dirty looks. I informed them that not only did I feel as though they were rude but that I had on 2 previous occasions had issues with Yvonne’s attitude. I then let them know that I was sure they would be gossiping about me in no time once I was out of the location. About 30 minutes after we left I receive a call letting me know that my other ring is ready for pick up at this point I am upset since I have now crosses back over the river and am arranging to pick up my child. I go back in fear once again that something will happen to my ring and pick it up only to have the saleswomen I believe to be the manager tell me well it all worked itself out now didn’t it with a smirk on her face. I will be finding a new location to take my insured diamond rings in for inspection. The customer service was like sophomoric at best and to have people representing a company who prides itself on making special occasions an unforgettable memory the salespeople at the Oak Wood Zales of New Orleans were nothing more than a complete disappointment. I am in the customer service industry and if for once I treated a patron in this manner my job would be terminated it is so sad to know people handling such expensive merchandise are acting like a bunch of untrustworthy racist children.


Modonna Wilkinson June 11, 2018 at 10:53 am

Like several others here, I returned a bracelet and it was received April 9, 2018 and signed for by a T Bowen. We have been Zales customers almost 50 yrs but I am done. I have emailed and called repeatedly every week and get excuses only. The first time I called I was given a reference number and nothing. We are now 10 weeks out and no communication and no refund. I am reporting you to the better business bureau, contacting the attorney general of my state to report you for fraudulant practices, and am sending the corporate officers certified letters. You are stealing from people and it’s disgraceful!!!


Dege June 1, 2018 at 5:27 pm

I placed an order on January 25, 2018. I then returned it because it was not what I expected. Zales received and signed for it on March 28th, as of June 1st I AM STILL WAITING ON MY REFUND. I received an email on May 1st stating my refund will be processed and it will take up to 14 days. Well it’s already been OVER 2 months and I’m still trying to get my refund. Every-time I call, I get the run around that it’s being processed and to check with my bank. Well, there is nothing wrong on the banks end! This is ridiculous. Spoke to 3 different supervisors (you would think they would have been a bit more helpful and understanding) but they too could not even provide me a valid reason for this 2 1/2 month delay, all I kept hearing from them was “I see it’s being processed and will take up to 14 days”. It is not fair to paying customers who TRUST ZALES and says the refund will be posted within 14 or 30 days and then can’t live up to their promise. I will be filing a complaint with their corporate office as well as contact the BBB regarding this matter! I will NEVER make another purchase again and will be telling my family and friends about this horrible, poor customer service given. The customer service via chat and the 800-311-5393, the reps did not know what they were doing and could only say, they escalated this issue and for me to call back at the end of the week (what kind of response is that??). Why should I have to keep calling?! They had no problems taking my money when I placed the order but when it’s time to give it back, it’s a problem! They need additional training on all ends! Extremely horrible experience and Zales has definitely lost a customer!!! Seems reaching out to BBB will be the only way to get any response or resolution for such a simple request for a refund!


Dennis Volinskie May 12, 2018 at 12:56 pm

Submitted on online order for mothers day of 5/4/18, and I made sure the item I picked was under the guaranteed delivery prior to Mothers day. There was another item purchased at the same time. When I got the tracking information it showed only one item, not the one needed for Mothers Day. I immediately contacted Zales customer service and was again guaranteed this item would be received in time for Mothers day. I had plenty of time at that point to have selected something else that would have been here if anyone alone the way gave me truthful information. I sent an email to customer service the next day- with no reply to date, I then sent a second email a few days later and still not reply. I called customer service today and after a variety of excuses, none that made any sense, I the woman just said, there is no way you will have your item and I don’t know why. I asked for a manager after a 40 minute hold time he said it wasn’t zales fault, the order was received on the 4th but not processed till the 9th and normal delivery would take 7 days. I said Zales guaranteed this item by mothers day, he said well you aren’t suppose to know but that comes from another jewelry store! I don’t care where you get it from it was on the Zales page and under the guaranteed delivery time. I now need to tell my grand-kids who picked there Moms gift from Zales, it wont be here for mothers day. Thanks a lot Zales, and such wonderful customer service, NOT!. Your have lost a customer, and I will tell anyone who listens, if you need your item in a timely manner DO NOT USE ZALES.


Rhonda February 23, 2018 at 11:17 am

I ordered two bracelets online on December 12, 2017 and returned same to the Zales store in Mentor, Ohio on December 22, 2017. I was advised it could take up to 30 days before I receive my refund. Well, it’s been over 60 days and I haven’t received my refund which is ridiculous nor has anyone provided a reason for the unnecessary delay! I feel it’s fraudulent to post refunds are made within 30 days when you don’t stand by your promise. I’ve contacted the customer service department several times and had to wait almost 30 minutes or more to speak with a rep and was told my refund was in process and my bank still doesn’t show a pending refund from Zales. I also received an email on January 31, 2018 stating it would take 5 to 7 days in order to receive my refund and it still hasn’t happened as of this date! I’ve filed complaints with the BBB & the Attorney General of Texas regarding my complaint and the BBB states the company has 22 days to respond. I received a gift card from Zales with an apology letter via FedEx last month so why couldn’t they send my refund overnight after making me wait so long to receive same? This has been a horrible experience with Zales and I will NEVER make another purchase from their store again or recommend them to family & friends:( They should be shut down for unethical business practices based on the numerous complaints from other customers! Horrible customer service!!


Christine February 10, 2018 at 12:44 pm

My husband purchased a 10 carat diamond ring at Zales in Norh Branch Minnesota on November 24. He gave it to me on our anniversary December 31st. The second time I wore it a diamond fell out. I told him to return it. They tell him sorry it’s over 60 days since purchase. And their lifetime diamond guarantee? Trash! They want $600 to fix their faulty work. Moral of the story…don’t buy a gift early and don’t buy the junk from Zales. We are now stuck with $20,000 ring that can’t be worn because it’s falling apart. Next stop BBB.


Jeff - MDU Credit Dept January 19, 2018 at 5:22 pm

Please have someone respond to my email address reference accounts payable for utility billing in Bismarck N. Dak. or call 1-800-638-3278 and ask for Jeff in the credit department.
thank you


Amy January 16, 2018 at 10:38 am

To Whom It May Concern,
I’m writing to you about the fraudulent protection plan you sold to my husband for the rings he purchased for me.
In the last 3 1/2 years my husband has spent close to $6000.00 in jewelry(rings) from your midway mall store. Which is no longer open. Each time he purchased a ring he also purchased the protection plan. When he asked what the plan covered each time they told him everything. This included the prongs,gem replacement sizing, polishing gem tightening, and shank replacement. So in other words no matter what needed repaired it would be covered. They said that’s why they encourage people to buy the plan. Well i found out it depends what store you take it to and what store honors what they tell you.
I religiously get my rings checked every six months to keep the protection plan in place. I have had work done to my rings including replacement of the shank do to splitting more than once. I took it to the Midway Mall store and they sent it out to be repaired and there was never a charge.
Since the Midway Mall store has closed i now go to Zales at Southpark Mall. I visited there in 12-3-17 to get my rings 6 month check and also get one ring repaired. The ring that needed repaired shank was very very thin in the middle and was very close to splitting in half. When i showed them the ring they said it can be fixed but it would cost me $300.00. I told them they were mistaken i have the protection plan and its covered. They then told me that shanks have never been covered with the protection plan.
I spoke with the saleswoman who i always dealt with at the Midway store, she now works at the Southpark store.She informed me that the manager from the Midway store trained her and the employees that with the protection plan everything was covered including the shanks on the rings. This must have been to in order to sell more protection plans.This is not true, well now its not. For the last 3 1/2 years I thought everything on my rings were covered and they were until the Midway store closed.They told me they would cover it this time but not again. They said they can’t eat the cost of the repair, oh but its okay for me to pay for it. That’s what a protection plan is for or so i thought. Also I was informed maybe i should buy rings with thicker bands (shanks), so now the blame is being put on me.
I think that the protection plans that my husband purchased should cover everything on my rings just like we were told, including the shanks. Its not my fault the manager gave false information to her employees to pass on to the customers. Which of course increased sales of protection plans. I have read reviews on your website and I’m not the first to complain about the protection plans.
I can guarantee if this is how your company handles business, I will definitely be taking my business to a jeweler who is honest and stands by what they tell customers. I will be contacting a lawyer about the fraudulent protection plans your company sold to my husband and also let everyone on social media not to purchase jewelry from Zales.

Amy Ohle


Mario Vasquez January 13, 2018 at 10:41 pm

I have been in contact with several associates for past 3 weeks and still have got nothing done. I made a purchase in store and since they didn’t have it the store placed order online. I paid in cash so they had to put it on gift card to make purchase. I had returned item a few days after it was picked up due not what I originally thought it would be. I was told they would put money back on original gift card and than they can issue refund through go check. I than received email refund was refunded to e-gift I called back and told them I wanted refund and was told they would issue go check again. I waited a week and called back to check status and nothing was ever done and was told they would process check and have someone call me and it’s been more than a week and still nothing has been done. So I just keep getting run around for a simple request to just refund me my money since item has already been returned on 12/29. I have reached out to BBB because I guess this will be the only way to get any response or resolution for such a simple request


Kerry B January 10, 2018 at 11:23 am

I went into a store and ordered a ring for Christmas from my little girl. The package was delivered to house on 12-22-17 by UPS. The package was not damaged and when I opened the box NO RING!! I called immediately but could not get through cause they were to busy. I have since called 4 times and many times chatted on website. Was told they would expedite and would know something but everytime I call they have no update and it has been over 3 weeks. This isn’t an expensive ring but my 5 year old picked it out and would love to HAVE TO WEAR IT~!!!!Hope someone can help so we don’t have to contact our lawyer.


Mr m johnson January 2, 2018 at 2:55 pm

Happy New Year sir or madam my name is mr. Michael Johnson I need to speak to somebody from your corporate office about one of your stores I went in over the holiday if somebody can please get in contact with me at +1-917-669-XXXXX is in very imperative that I speak to somebody about the way that I was treated at one of your sale stores located in Bayshore New York thank you very much and hope to hear from somebody soon


Kim December 30, 2017 at 2:04 pm

I have had the worst experience of my life dealzing with Zales and ordering a simple necklace. Your customer service department is a joke. Holding for over an hour and still getting no where. I ordered a necklace and after days of not getting any updates I called to cancel my order. I was told by the representative that my order would be cancelled and I would get an email confirmation, which by the way I never got, I check my bank account 2 days later Zales withdrew the money from my account and the my order was miraculously updated as being shipped. I called customer service sat in hold for over 45 minutes just to be told the cancel order was not placed and my order was shipped to the store. I called the store in Lakeland, FL and spoke with a very RUDE worker by the name of Kathy who tells me she doesn’t have time to look and see if my order is there because they have customers in the store. I then asked for a manager who’s name she said was Emily I was refused one. I am filing a complaint with the BBB and I will be contacting your corporate office as well. This company is comple bulls**t and how you treat customers who spend their hard earned money on your products is completely disgusting! Then you don’t even have a convenient way to email a complaint other than to write a damn letter??!!


Marian Furones December 24, 2017 at 6:25 pm

I went to the Zales store located in the Fashion Square Mall in Orlando Fl last Saturday (16th). I looked at pre-owned ring which and was told by a sales person (Bill) the ring was 50% off and would be $6,500. That would make this a $13,000 ring. I called back on Monday to see if the ring was still available. I was told by Marie the ring was $5,004 (out the door) but she could sell it to me for $4,504. I called back the next day to speak to Marie and make arrangement to get the ring when she would be working. However, she was not there and I spoke to Andy. I gave him the information about the ring and proceeded to give me a third price. I told him I had found the ring on their website (which was $8,400 not $13,000) he stated he would sell me he ring for 50% off the on line price, making the ring $4,200. He said he would call me back so I could make arrangements to get the ring. He never called me back, and when I called him later that night, he informed me the price would be $6,500. I then informed him I was not interested and the price kept changing and I felt it was dishonest right from the beginning since I was told it was a $13,000 ring and it was not. On Thursday Marie called to see if I was interested in the ring. I explained to her what had happened and I would not be getting the ring. She told me she wasn’t sure why I would have been told a different price, but she would honor the price she originally told me and would try to get a better price since I had been put through so much. However, when she called me back on Friday, she informed me she would not be honoring the price and she understood how I felt. Of course I’ve tried numerous time to contact corporate, but they place you on hold for so long you cant’ speak to anyone. I tried the live chat, but it’s the same thing, they keep you waiting and no one ever connects to the chat. This has been the absolutely worst experience I have ever had in not just a jewelry store, but in any retail store. My husband and I purchase quite a bit of jewelry and have used Zales on numerous occasions. However, I would not ever consider buying anything from them again. Seems like a lot of dishonesty going on. At least at that store.


Elizabeth Rodriguez December 21, 2017 at 1:34 pm

My proposal took place 12/1/2017. I took my engagement ring in the following day 12/2/17 to be sized. The agent at the Alamo Ranch location in San Antonio, TX informed me of the delay due to the holiday season. My ready date was scheduled for 12/23/17. Understandable. Yesterday, 12/20/17, an agent informed us via voicemail that the diamond in my ring was lost during the process. They informed us that the diamond would be reordered and they apologize.

I was extremely disappointed and sad that the diamond my fiancé worked so hard to pick out was lost. I will never have the same ring that was given to me. I contacted the store we purchased our ring from and they were very cold. They were rude while explaining “when you purchase your bands with us we will give you half off your warranty or you can return the ring you’re unhappy with” how disappointing. This ring has sentimental value and all you can do is offer a measly $200 off warranty or return the ring that means the most to me?! This is completely unacceptable. Trying to contact someone over the phone has been a complete fail and now I’m going to be left with a diamond that doesn’t belong to me (and who knows the quality of the diamond I’ll be getting back) or return it and never see the original ring that was given to me.


Aaron Cotton December 11, 2017 at 1:56 pm

I am writing to you as result of unprofessional communications. On 26 November 17 an order was placed for 2 pair of 1/10 diamond studs.

To date there has not been a delivery to the ZALES store in Calumet City, Illinois location. Well even after being on the phone for 30 – 35 minutes on three separate occasions w/ negative results. I decided to contact a representative at the aforementioned location. Also the on line chat has a waiting period.

Kayla has been very professional and courteous. On this past Friday she even had to wait for the same amount of time, only to learn that there is a delay because of an over abundance of orders and production. How and why should an employee have to wait the same amount of time to discuss customer’s issues?

What my major issue is that the was a failure of communication between vendor and me the customer. I have been a customer of Zales for several years. This is a blatant disregard for customer service. Kayla has displayed excellent customer service and patience to relate that issue at hand previously mentioned.

My question is why couldn’t some from your staff pick up a telephone or forward an email to communicate the nature of delay of delivery? Do you realize that communication is key? This failure of contact can result of loss of customers.

There is a need to do better!

Your business is quick to take currency for merchandise, but fail to uphold the fiduciary responsibility!


Aaron Cotton, P.P.S./ Public Notary
312 656 XXXXX


Karsyn Bennett December 4, 2017 at 11:34 am

On November 26th I helped my father purchase a necklace for my stepmothers 50th Birthday which is December 5th. We were ecstatic to see they have free two day shipping. Here it is 6 business days later December 4th and there is absolutely no information available on the status of the necklace. When looking up the order status it states no information available. We called the customer service number just to see what is going on. We spoke with Frank Jimenez who could not give us any answer other than it was processing or wouldn’t let me speak with his manager. He just kept trying to come up with excuses. He told me it take 1-3 business days to process, and then we had to 2 day free shipping.. like I mentioned above we are on business day number 6! He insisted that they were still within terms which I completely disagree with. I asked to be transferred to someone else, and he completely ignored my request. This is completely unacceptable and in the future we will not be ordering from zales again. I understand that it isn’t the holiday season and things get busy, but we never even received and email or call stating it was going to take longer than expected, and there is also no information in order status. I am extremely disappointed with this and wish that I could get some sort of update on the necklace.

Your very dissatisfied customer,
Karsyn Bennett


Terra November 21, 2017 at 4:07 pm

WOW, just unbelievable the customer service is even worse over the phone. People not putting you on hold you hear the rustling around of the mic from their phone them cutting up and laughing . and then when you request for a supervisor they get rude and change there tone. I want to speak directly to a supervisor not someone goofing off on the phone.


Terra November 21, 2017 at 3:50 pm

My husband and I came into the store to purchase a ring for my birthday, we had the 100 off purchase gift card, they tried telling us it wont work because of their black Friday sales, the lady janet was not putting in the special code that is clearly printed on the card. so we refused to purchase it there I came home and find the item online an ordered there, I will receive it in just a few days with free shipping on top of it, 2 day priority. I call the store back and let them know please inform future customers they can go online to purchase and get discount. or else they will have more frustrated customers leaving the store with no purchase.


zales GuestLoyal November 12, 2017 at 2:16 am

901 W. Walnut Hill Lane
Irving, TX 75038-1003

November 11,2017

To whom it may concern,
Earlier within the day I entered Zales located within Fresno Fashion Fair to pay my Zales credit card. Every month I go into the jewelry store and am greeted by their helpful associates ,yet today was another story. I was approached by a younger gentleman who was very helpful yet when he ran my card none of my information would go through. He asked for a couple things from my phone number to the last four of my social. My card usually goes through so i did not understand why it wasn’t working today and why they needed the last four of my social. I then nicely asked to speak to the manager. The manager was very rude in her tone of voice as if yet she had better things to do and loudly to another associate said lets hurry up and get his payment done so he can be on his way. I was very upset with the customer service I was given and left the store in a timely manner. Still confused over why my card was not working I stuck around the mall in hope that maybe she was just having a bad day and could better explain my situation once she had some time to breathe. I walked by Zales a few times only to see that they were busy with other guest,but yet everytime i passed by I never saw the boss within the store.I only saw her leaving their back room and the store multiple times with a younger girl which was 11 to 13 years old, presuming shes a relative of hers. From the 2 hours i stayed at the mall i saw every other associate on the sales floor running back and forth greeting and helping every customer that entered their store but yet never saw the manager back on that sales floor.I do not wish that any hard punishment is given to her but that she is confronted by her boss and taught how to properly help guest issues and complaints and will actually be in store to help her fellow associates and future guests.


Jerome Balfour November 6, 2017 at 7:37 pm

Zales Corporation
901 West Walnut Hill Lane
Irving, TX 75038
November 6, 2017

My name is Jerome Balfour, and I am writing to file a complaint for the improper investigation of my fraud claim. This past July I was the victim of identity theft. Several new and existing accounts (including my Zales account) were fraudulently accessed. I filed a report with the Chicago Police Department for identity theft, contacted all creditors and informed them of the breech and subsequently notified all three credit monitoring bureaus of the fraud.

July 29, 2017, I received notification from Zales Account Protection confirming being informed of the unauthorized use of my account. I also called customer support prior to being victimized by identity theft to ascertain which card in my possession was the most current because I was in the process of cleaning and had piled all credit cards together and did not know which was the active card. I recall the conversation with the agent and she made sure that I did not shred the current card.

My account had an account balance of zero prior to the fraudulent activity. I used my account once to a make a purchase; now there is a $3744.46 balance on my account that I did not authorize nor had any knowledge of. This fraud was committed at the Orland Park Store on July 16, 2017. I have never visited the Orland Park store. I submitted the Statement of Fraud and Forgery to Comenity Capital Bank. The last information I received from the investigator approximately a month ago is what prompted my immediate concern and is the impetus for this complaint.

This agent had the audacity to tell me that I sounded like the individual who called to request a credit increase on the date of the purchase at the retail store. That infuriated me knowing that I am the victim of identity theft but to then be accused of making the fraudulent transaction was totally egregious. I was told that I had not submitted all the necessary doXXXXentation and kept accusing me of the fraud.

I have been monitoring my credit reports to see that all fraudulent accounts have been removed from my history except this one. I contacted the department Monday, November 6, 2017, to inquire about the status of the investigation. The agent tells me that I was being hostile and that the matter had been closed after I had provided him with the nature of the inquiry. I was direct and frank with this agent after he kept belaboring the point about the investigation being closed and I repeatedly asked to be transferred to a supervisor. The call never made it to a supervisor. I then called back and had to wait close to thirty minutes for the call to be bounced throughout the call queue only to be put on hold again.

Holly, ID# 137 identifies herself as the supervisor and proceeds to tell me that the investigation had been closed based on the decision of the investigator citing that my call to inquire about which card in my possession was substantial evidence to dismiss the fraud claim. At that moment, I informed Holly that I would be contacting an attorney, filing a complaint with the Better Business Bureau and submitting a complaint to both Zales and Comenity Capital Bank. Holly’s response was that she would reopen the investigation.

To be accused of fraud by the company is completely unacceptable and then to compound the matter with the infringement of my right to due process upon by this farce of an investigation is yet another indicator of the unethical process of this company. I will be closing my account with Zales upon the resolution of this matter. I will also be contacting an attorney to assess litigation against all parties involved.

My phone number is (773) 807-XXXX and my email address is jbalfour7@ The best time to reach me directly to discuss this matter is between the hours of 7-9 am CST and after 6pm CST Mon-Sat.

Jerome Balfour


Patricia Durante October 13, 2017 at 5:59 pm

This is directed to Corporate.
I live in New York and purchased an engagement ring at your Zales Store in Roosevelt Field in Garden City. I was the ring was very good quality with a price tag of $8700.00,but the ring was on sale and I purchased for my son at $6017.00. Unfortunately the engagement never took place, it was a week over the 60 days, so I called customer service and was told that they could not help me. I decided to try and sell the ring so I brought it to get appraised. The jeweler that I brought it to said he would not purchase it because of the poor quality,of,the ring and would not sell it in his store!! He asked my purchase price and when i told him he was I was ripped off!! He said the quality of the ring it was not worth more then $1700.00. I would like to find some sort of solution to this problem of being ripped off by your company
Disgusting that you could do that!!!!! Expecting a reply


John Hartman September 12, 2017 at 12:23 pm

First of all my wife and I have literally spent thousands of dollars at Zales over the past few years. I buy her a new piece of jewelry every single holiday.
Three years ago we got engaged and purchased her diamond set as well as an additional 1 carat band to offset her set. We purchased the “repair/replacement warranty” as we do with every piece. This warranty requires a six month inspection on all o her and my pieces. We follow this religiously.
One of her bands split right between her row of diamonds. She took it back to the store to have it repaired. The manager told her it could not be repaired but would honor the replacement part of the warranty, however, the price has now “doubled” so we would have to pay the $1200 difference. My wife was extremely upset. I told her to take it to 2 different jewelers and see about a repair because none of this makes sense to me.
The first jeweler she took it to said that “obviously there was a flaw in setting the diamond in the band” and “absolutely it can be repaired”. She decided to leave it with that jeweler to be repaired…….total cost $91.00!!!!!
Strongly feel totally ripped off! Warranty is worthless!!!!
Btw I have been and am still on hold with corporate office, 1 hour and waiting!


Gerald patrick guillaume August 24, 2017 at 1:38 pm

Let me start by saying before the purchase of the ring right. Before the sale was finalized a staff had came from the back and was talking to the staff who was handling my order about who should get the sale or not which was very distracting and rude during such a meaningful purchase and commitment before making this purchase of a three piece engagement ring I was reassured that by Friday morning the ring will be ready and sized before I leave for a trip to Puerto Rico .. the same night I called to make sure they got the size right but the person who helped me was not there the next day I had second thoughts of weather I wanted to get engaged or not and was told I have 60 days if I want to change my mind the next time I spoke to a staff days later I was reassured that Just incase I do decide to take the rings the rings would be done and sized as promised by Friday morning the day before my flight …. this is a email I sent to the manager of the store

I want to get the ring resized the staff I spoke to didn’t tell me a straight answer as to getting the ring sized today

I missed my flight Saturday morning and ruined clothes using soap to get the ring off she didn’t want to take the ring off after she put it on but had to cause it was too tight she needed a size 9.5 your staff told me Friday morning 8/18/19 the ring will be done she told me this Wednesday 8/16/19 re assured me that if I decide to keep the rings that she will have it all ready as promised and I told her I will only purchase the rings if it can’t be done by the time I need it which was Friday after I spoke to you Friday in person I took the confidence talk with u risk being late for work and risk missing my flight to get it right and the rings was never even sized at all or sized too small was suppose to be 9.5 ……

Today just now another staff told that I can call another local zales due to Jewler not being in for the day this is horrible ruined everything nobody spoke to me of being compensated for the insult no body mentioned making things better in anyway as far as missing my flight losing a day of resort time having to sit in a air port for 7 hours aren’t I a. Amused customer didn’t I leave my truth and faith and money in the Garentee of zales associates


Leah Blumhagen August 16, 2017 at 10:13 pm

First of all, I’d like to say that all these “christians” complaining about an add depicting gay marriage are f-ing morons spreading hate.

Secondly, I’m disgusted with Zales, not because of an ad, but because of the quality of their product and their poor customer service.

My fiancé bought my engagement ring (pear shaped center cut with a halo) in December 2016. He bought a size 6, and I had it sized to a 5.5 in January. One week later, I noticed a diamond was missing from the halo. Luckily, we had purchased the lifetime warranty, and Zales sent the ring to be repaired for free. Last month, July 2017, I noticed a second, different diamond was missing from the halo. Zales offered to have it repaired again, but all I wanted was a refund. I figured if two diamonds were lost in a six month time frame, it would be cheaper for the company to refund our money than to replace a diamond every three months for fifty years, right? Wrong. The ring was purchased more than 60 days prior, and Zales would not issue a refund. I was very upset, but I finally found another ring I liked (liked, not loved). We paid about $150 more for the second ring plus $169.99 for a new warranty, and I had to have that one sized too. After two weeks at the repair center, we went to the store to pick it up. I should also mention that we would’ve been able to pick it up earlier, but the first time the ring was returned there was a loose side diamond so the store had to send it back. I wore the new ring around the mall for about 15 minutes and noticed that the center, princess cut diamond looked crooked. My fiancé and several other strangers agreed. We walked back into the Zales store, and the store manager told me that the diamond wasn’t crooked. It just wasn’t cut perfectly square. She offered to send it back to the repair center to have the setting redone or order a brand new ring of the same style in my size. Between the two rings, this would have been the FIFTH trip to the repair center in six months. We marched right out of the store and over to a real jeweler in town. He took one look at the center setting and immediately said it needed repaired. Not only was the diamond crooked, the prongs weren’t hollowed or bent around the diamond correctly, and the diamond was chipped on one corner. If one prong was bumped or bent slightly, that diamond would be gone. So back to Zales we went and demanded our money back. Of course, the store manager had left for the day, but over the phone, she said all they could do was refund the difference we paid between the rings. That’s right, a $150 refund on an almost $2,000 purchase. We knew the poor sales assistants couldn’t do anything, and they advised us to call corporate to get in touch with the district manager, Julie Shively. I called corporate the following morning, was given a complaint number, and was assured that the customer service rep would get in touch with the district manager for a resolution. I was told to wait 24 to 48 business hours. This first call was on a Friday morning so I called late Monday afternoon to follow up. I got a different customer service rep who knew nothing about my complaint, and I had to spell it out for him. He put me on hold and called the store. He said the store manager told him that she offered to have the current ring repaired again or order a new one. I explained to the rep that these options were unacceptable, and that’s why I was contacting corporate in the first place. He finally put me in touch with Joyce in customer resolutions. I had to explain my situation to her (third time now). She seemed very understanding, said she’d recommend the refund and have the DM call me (in another 24 to 48 hours). So today (Wednesday), 48 hours later, I called again to follow up. I called Joyce’s extension specifically and reached a different person who said Joyce was “unavailable”. I explained my story a FOURTH time at which point I was told that the complaint notes did not indicate I was on my second ring. To this I replied, “I’ve told this exact story to three other Zales employees so that information is incorrect.” He then made some excuses for the DM…very busy, travel, meetings, etc., but assured me that he would call back before 6pm with an update. I did get a call back from Joyce around 5pm. She said she’d been playing phone tag with the DM because she’d been in district meetings all day. Joyce assured me that she’d call me back before she went home at 7pm with an update. She called me back around 7:30pm to say that she had finally gotten in touch with Julie, gave her my complaint file and phone number and recommend a refund. Julie is supposed to be calling me tomorrow (Thursday) afternoon to discuss “options”. At this point, I’m a nervous wreck. If she doesn’t agree to a refund, I’ll be crushed. My engagement hasn’t been wrought with anger and anxiety. I’m supposed to be planning a wedding, not worrying about whether or not I’ll have a ring. It’s been pretty obvious that Zales doesn’t care about its customers and doesn’t value the feelings and emotions their product is meant to invoke.


Michele Butler-King July 31, 2017 at 2:20 pm

I am so disgusted right now with with ZALES River Oaks Mall Calumet City,IL. I dropped off my wedding ring set to be maintenance and rhodium on 7/8/2017. I was promised my rings back by 7/29/2017 or I could pay extra money and get them back in a week. I can’t understand why I have to pay extra to have this done when my husband paid for a life time warranty that includes those services. On the 28th I had not received a call about my rings so I went into the store , they were not there so I asked the sales associate to call and find out what’s going on and what time I can pick up my rings tomorrow. She called and was told to call back twice this happened. Finally I’m getting upset and want to know what’s going on so the associate talks to the manager and he tells me he’s going to go pick up my rings and will have them at the store tomorrow by noon time. The next day I called at 12:15 to make sure my weeding rings were at the store, only to find out the manager was not in at that time. I told the associate to call the manager and find out where are my rings and what time can I come get them. An hour later I get a call back from the manager stating the he has my engagement ring but not the wedding band because it was damaged. I told him I was on the way to the store for my rings. Once at the store I was given my half of my wedding set and told that the ring was damaged during the Rhodium and they kept it at the repair shop. The manager was nonchalant about the whole manner and simply said he is willing to replace my band. He said he spoke with his DM and told him he didn’t know if the ring had any sentimental value or not. What a F***ing Moron. I’m so hurt by this whole matter. He proceeded to tell me that they may be able to find the same band for my set but he wont’t have any information until Monday 7/31/2017. It’s now Monday 7/31/2017 12:45 PM and I have not received a call yet from the Store Manager Viashaun Conley or the DM Scott so I call corporate thinking something can be done and all I get is a case number and told I have to wait on the store manager to come in and talk to him. My husband spent all that money for my wedding ring set and this company don’t have enough professionalism to work on the consumer behalf to rectify this matter in a timely manner. I will never shop at Zales again and I will be telling my story all over social media.


Lindsey Brady June 1, 2017 at 10:39 pm

Walked into a store in des moines iowa. Zales at merle hay mall. My husband took in my wedding set. A diamond fell out. Had a lifetime warranty on it. The associate there was completely rude. He asked to have it sent off to have the the diamond replaced. She asked for reciept and diamond bond. He said you can look up my reciept by name and phone number. Do to we had a house fire previous and no longer have it. She said new store policy is you have to have it we cannot look it up. She said no we cannot. They argued back and forth for a few. Then he said zales shouldnt hire retards. She said im not a retard. He then said i didnt specify you were. I said they shouldnt hire retards were did i specify your name. She then said your the retard. In customer service you never treat a customer like that. Since 2006 we have spent over 10000. Then my husband comes and gets me we go back down there. I told her that she can look it up and she said no. Your being rude and its are store policy. I then stated thats why our information is entered in the system. Mind you i work for a sister company in the same mall. She would not help. She had a smile on her face the whole time. Then she stated she will talk to her boss to have me banned. I asked for corporate number then she stated i can go back and look it up myself. I said no i need that number and she said go look up yourself. Then the assistant manager finally wrote it down handed it to my husband. We walked out with my husband and her still going at it. Mind you i am in the store constantly and here in the last 6 months its been the worst customer service.


Veronica Ross May 14, 2017 at 3:28 pm

Zales in the Galleria Mall Dallas discriminate African American customer . We bought our ring 6 yrs ago and went in to have them cleaned and were treated beyond reproach. Glen acted like the diamonds weren’t real and went so far as to check them. Needless to say he didn’t clean the rings, When we spoke to Desire the AM she covered for him staying previous Zales went following procedure. If he had any dought he could have looked up our account. I will never do business with them again and will be reporting them. We get our rings served on the regular and was beyond angry at this treatment.


Ilia Beecher April 14, 2017 at 8:53 am

Worst customer service ever! I bought a necklace at for $150.00 in November 2016. Was nice, my daughter loved it. In March 2017 the chain broke in a very odd place. I called the 800 number & was told to bring it into a store for repairs. I did. the necklace was sent out for repair, at a charge of $39.99 to me. About 3 weeks later, I get a phone call that the necklace cannot be repaired due to a “change in company policy” regarding gold plated jewelry. Necklace was sent back to store, unrepaired. I went to pick it up and was told Zales could not repair or refund. I was told to call the 800 number again since it was purchased on the website. I did, and CSR told me a shipping label would be emailed and I could return the necklace. About 1 week later I receive an email stating that no label will be sent, I was past the time allotted for returns. So I have a broken necklace with no recourse. I will never shop at Zales or affiliates again and will certainly tell my story to everyone I meet. I am contacting Corporate in hopes of getting some resolution, but it looks like this company has hundreds of cases just like mine.


CR February 16, 2017 at 7:34 pm

Bought my wife a new wedding band. waited 6 weeks for it to come in & it was in the wrong size. sent back & 3 weeks later picked up ring finally. after only a few days the ring tarnished !!! the ring was sent back several times & kept tarnishing. the store had every excuse possible except for they are using too must lead & not enough old in the jewelry. a new ring from the case was taken … weeks later after getting it … it tarnished in days again. ring was finally made over again. came in wrong size again !!! this had dragged on for almost 9 months now & the damn ring still isnt right !!! it was squared at the bottom to make the ring fit correctly … fine, but in the process the band is now very thin. Zales refuses to fix it correctly saying they will send a gift card for the trouble so we can take the ring elsewhere to have it done right. what ???? so i have to pay for my ring to be fixed correctly but this is suppose to be a gift for our troubles ??? an independent jeweler had to make the ring fit correctly after 81/2 months ! messages left for the district manager to call .. he doesnt. asked for regional manager to call … he doesnt. now we want the CEO or someone higher up than the regional mmanager to contact us. hopefully they will sooner than later. this ring looks terrible the way it is ! When i show people my ring I end with DO NOT EVER PURCHASE ANYTHING FROM ZALES !!!!!!! district manager said he would send a gift card for the troubles … surprise, none ever comes ! so completely disappointed with zales ! will never purchase from zales again !!!!!!!!!!!!!!!


Titus Corleone February 15, 2017 at 4:54 pm

Thanks for your Damn Social Engineering garbage, but now we know where Zales stands… I almost bought my wife a $7000.00 piece of jewelry from you, but I went to Cosco instead, and Ill advise all my family and friends to boycotte Zales forever!

There are some things that cant be unseen, and you need to start letting people go if they are so arrogant and stupid that they do not understand your Customer Base!!

My father was a great advertising executive, and he often cautioned companies, “It is the easiest thing in the world to never offend your customer base…”

Well, you fell into the Left Wing Political Correctness trap, but guess what? 90% of the nation doesn’t think that way, and are deeply offended by any company arrogant enough to try and Social Engineer them.

They will never be back! My family, Friends, and I will never be back!! I will inform my 10,000 readers to never patronize Zales too.

Life Long Patrons Signing Off FOREVER.

Titus Corleone


Patricia Fetter February 9, 2017 at 8:59 pm

I am appalled that your company feels the need to cater to a small percentage of the population by airing ads that promote the gay marriage agenda. I am a Christian and
I am deeply offended. Marriage is a convenant designed by God and is between a man and a woman. I see by other comments that i am not alone in my comments.


Catherine McLean February 7, 2017 at 9:14 pm

I will no longer even consider shopping in your stores. I am a defender of traditional marriage, between a man and a woman. When I saw your commercial during prime time TV depicting a lesbian wedding, I was saddened. Such a fine company giving in to the bully minority. I will always stand up and defend traditional marriage and refuse to be silenced any longer by bullying minorities.
A customer no longer!


Bruce Converse February 7, 2017 at 4:19 pm

The vast majority of people have voted that marriage is between a man and a women. Its only because of activist judges and our past president that this is allowed despite the will of the people. I say throw out the judges and don’t shop at Zales and don’t eat Campbells soup(commercial of child with 2 daddys)


Dan Mendez February 6, 2017 at 6:05 pm

I was a loyal customer of Zales for over 15 years and have spent thousands of dollars with them. This past Saturday I was watching a sporting event in the noon hour with my young child when a Zales commercial came on depicting two women getting married. I was absolutely appalled that Zales would choose to run this commercial at all, let alone so early in the day when families are watching TV. I don’t feel I should have to explain this behavior to my young child because Zales chooses to use such poor judgment in advertising. I have just paid off the balance on my Zales card and requested my account be closed immediately! I cannot and will not do business with a company that chooses to openly promote this lifestyle. If your intent was to alienate the majority of your customers, congrats, you’ve succeeded! Shame on you Zales!


john alan February 6, 2017 at 9:57 am

No longer a Zales customer. No reason to promote the lbgtq lifestyle and agenda.
Disgusting! Been shopping Zales for years, however NO LONGER…..your loss


Bob Biddle February 4, 2017 at 10:05 pm

Several thousand dollars of past purchases. Never again after seeing your lesbian wedding ad. Shameful!!


Shelia walker February 4, 2017 at 8:23 pm

Your promotion of a ” gay” couple on your commercial is highly offensive to the majority of your customers, including myself.. it’s just sick!! but that does not seem to matter. Pushing an alternate lifestyle seems to be the cool thing to do these days! Believe me when I say many of the people I know are deeply offended & will not shop Zales anymore, let’s just see how this helps your bottom line!


Jim Elliott February 3, 2017 at 10:40 am

You have lost my business your gay agenda is not necessary. Shame on you. Jim Elliott


Bryan February 1, 2017 at 9:08 pm

What a Sad and confused world we live in when a jewelry store has nothing better to do then show two lesbians getting married. We will definitely be boycotting your stores


Sharon Morris January 30, 2017 at 8:52 pm

Way to go, Zales! If your intent was to offend 98 percent of your consumer base, then, bravo! You have succeeded! As long as you continue to run advertising promoting same sex marriage, I will never shop at your stores again! I will, however, work hard to encourage others not to shop there either.


Ramon Arce January 11, 2017 at 10:11 pm

I recently purchased an engagement ring for my fiancé, and we noticed that 2 of the small side stones were missing. I took it into my local Zales store located inside of Cielo Vista Mall here in El Paso, TX. and was given a receipt with a pick up date of January 11 2017. My fiancé and I both went into the store today to pick it up and we were told that it was not in yet. After showing them my receipt, where it clearly states that it would be in today, the lady in the store said it would be about another 4-6 weeks. They have had it since December 7 and it wasn’t shipped out until December 20. I then talked to a man named Hector and he explained to me that he would send an email to see if he could get an update for me. He said it wouldn’t be today, but that he would call me to my cell phone when he had some news. I then asked him for corporates number, in case I would need to call later on and he tells me that it wouldn’t make a difference because they would just tell me the same thing. I don’t understand how it takes that long to replace 2 stones, either way, I am very dissatisfied and will probably not do anymore business with Zales once I am done with my payments on this one. I think corporate needs to do some extra customer service and customer care training for its employees, it should include morals and ethics training as well.


Edward Spalding December 23, 2016 at 5:54 pm

My name is Edward Spalding. I have a complaint, my wife Alyson Branstetter, had ordered a new engagement ring. On the 6th of December, on the 22nd of December she received an email stating the ring is on back order. And if she wanted to keep the order and wait there would be an additional 10% taken off her order. She replied within minutes and stated she would like to keep the order. Within three hours she received another email cancelling her order. On top of that we had a 20% ebates back on that order. ALL of your supervisors state that you do not have a partnership with them. Which we all know they can not give back any monies which are not received. So there is a commission or other settlement agreement in place(a partnership). So with all of that said, no one knows of a contact with ebates to get what was promised from the partnership of the two companies, and unable to contact someone to get that discount still attached to our order. I have dealt with Zales in the past with no hard feelings, now with an email which states guest satisfaction is our NUMBER 1 PRIORITY, and this is the result of no one even saying, let me see if there is a contact we can get a hold of to get you the same cashback from them. I will not write a good review, but I will write on how dissatisfied with this whole process and that even with an email about how great your guest satisfaction is suppose to be it really isn’t. There is much more to say, but I can go on line and still order the same ring which I am told can not be filled. The order number for all of this is 5064032366. Thank you for your time and hope to hear from you with a solution.


Wally Sikes December 22, 2016 at 10:07 pm

I was offended at your recent commercial showing two lesbian women getting married That’s 1% of the population Why do you have to offend 99% of us with families watching the program showing these lesbians Count me as an ex Zales customer I never intend to grave your store with my presence again. I imagine one of your new hot shot trendsetters decided this edgy commercial would be good, when in fact it’s disgusting Poor show Zales. This was uncalled for. .


Shannon December 16, 2016 at 9:16 am

What a season,celebrating the birth of Christ, to put an ad showing two lesbian women in wedding dresses. Zales will no longer be on our list of places to shop.


Betti Mcclanahan December 10, 2016 at 5:22 pm

Gay commercial..really?? Why would you try to make 1% of the population happy and risk loosing the other 99% of your customers ?? Just as you have a choice to support “gay” marriages..I have a choice to not…I will no longer purchase from Zales or any of its affiliates in the future. I now know where you stand Zales and you now know where I stand. Ex customer. Jodi


Sharon Morris January 30, 2017 at 8:46 pm

Completely agree! Zales now joins Target on my boycott list. And I actually did shop there. NO MORE!


Viv December 6, 2016 at 3:54 am

Love the “lesbian” ad. Keep ’em coming!


Liz July 22, 2017 at 2:13 pm

Ditto! 💖💖


Duncan Downham December 6, 2016 at 12:14 am

Good on you guys for having diversity represented in your advertising. The love between two consenting adults is not for anyone else to judge.

Love between two consenting adults is a beautiful thing and it takes a twisted individual to make it about their hate.


derick jones December 5, 2016 at 1:20 am

people complaining about a shop they never used just because of an add they don’t like.if you don’t like it don’t watch it, not all christians are bigots like you. love is love no matter what color, faith or sex, shame you lot have forgotten that


Betti Mcclanahan December 10, 2016 at 6:04 pm

Gay commercial..really?? Why would you try to make 1% of the population happy and risk loosing the other 99% of your customers ?? Just as you have a choice to support “gay” marriages..I have a choice to not…I will no longer purchase from Zales or any of its affiliates in the future. I now know where you stand Zales and you now know where I stand. Ex customer. Jodi. P.S…And to the person that says if you don’t like it don’t watch it…really?? I say don’t bring it into my house, unannounced!! .into my living room, into my my face..with my kids…I don’t bring junk into your house unannounced and uninvited so you don’t bring your junk into my house unnanounced and uninvited.


Christopher Potera December 4, 2016 at 9:38 pm

I really don’t care how two consenting adults chose to express their love.

I do question the motives of those who worry about what is happening in their neighbor’s bedrooms.


Gene December 4, 2016 at 1:48 pm

William&Morris would turn over in there grave if they new what Mark Light has done to the Zales name. We used to shop at Zales, but never again. The commercial with two Leb. Being married is the end.
Thanks Mark


derick jones December 5, 2016 at 1:07 am

how do you know, they may be all for the add, two attractive girls in an add, you don’t need to watch.


Patricia December 3, 2016 at 12:08 am

I am appalled at your commercial of 2 women marrying. My husband and I will never buy anything from Zales. Bad decision to air commercial.


Gman December 2, 2016 at 11:32 pm

Christmas – a celebration of the birth of Christ. The savior of the world. And Zales airs an ad using gay marriage – an abomination of Christianity? Really? Zales is the last place I’d ever shop, ever.


derick jones December 5, 2016 at 1:09 am

christmas was a pagan festival stolen by the early christians, look in your holy book and it tells you not to do as the pagans do,


derick jones December 5, 2016 at 1:24 am

Jeremiah 10
3 For the customs of the peoples are worthless;
they cut a tree out of the forest,
and a craftsman shapes it with his chisel. 4 They adorn it with silver and gold;
they fasten it with hammer and nails
so it will not totter.


Jim November 29, 2016 at 3:32 pm

I am vigorously opposed to your decision to show homosexuals in your ads. Appalling!
Marriage is meant for heterosexual couples. Period!


Jo-ann Button December 17, 2016 at 8:03 pm

I side with many people on here-stop showing the ad with to women in a wedding. That is not marriage. We are sick of najor corporations siding with satan! Just to make a few extra bucks. (There aren’t that many of them ya know). I side with God, And this is downright shameful. I will no longer show my face in your business.


Mary Erickson November 28, 2016 at 10:36 pm

Everybody simmer down, please. Thank you Zales for recognizing that LOVE IS LOVE. It’s very simple: if you don’t support same sex marriage, don’t enter into a same-sex marriage. Period. No one should be judging others. Mind your own business. If you don’t like the commercial, don’t watch it. Because, truly, “what the world needs now is love, sweet love”.


Teresa November 27, 2016 at 9:58 pm

I am so offended by your commercial with the two lesbians getting married. I’ve never shopped at your store, and now, I never will. While you may agree with same sex marriage, not everyone does. Forcing your beliefs down our throats isn’t working for me. I’m unappreciative of your advertisement and I’m kindly asking that you remove it from the air. Until then, know that I will share with everyone I know and don’t know what a non-Christian company you are.


Jim November 29, 2016 at 3:33 pm

Thank you for taking the time to stand against sin.


Sharon Morris January 30, 2017 at 8:47 pm

Ditto! Time to take a stand!


Justin November 27, 2016 at 10:59 am

Zales has been the absolute worst company I have ever dealt with. The bank they use is complete garbage. Every month they mess up my billing and then when I contact them I’m assured it will be fixed. Guess what, it never is.. I wouldn’t recommend anyone shop at zales. I’ve never been so frustrated by anything as much as Zales. I cannot wait to pay this ring off so I can close my account and never do business with Zales again.


Roberta Burns-Howard November 26, 2016 at 5:05 pm

Too bad so many people have taken umbrage at your wonderful wedding celebration ad. They seem to be missing the true meaning of love. There are a lot of people out there, like me, who support what you’re doing. And they will show that support with a Reverse Boycott–in other words, they will make sure to shop Zales.


Mike November 24, 2016 at 7:09 pm

Agree with previous comment about the gay couple in recent commercial getting married. Makes it easy to say never to Zales. Your agenda is not my agenda.


Mike November 24, 2016 at 7:04 pm

I was considering visiting Zales for a forever us ring for my wife. Just saw your commercial of a woman marrying another woman. So….never mind. I will never be a customer of yours now.


David Thomason November 20, 2016 at 4:50 pm

Thanks for lowering the sanctity of a Christian marriage by showing the gay couple as your example of marriage. It’s companies like yours that I will enjoy never entering the doors. I can only hope one day all Christians will stand up for their beliefs and companies like yours will cease to exist.


Mike November 24, 2016 at 7:06 pm



Jim November 29, 2016 at 3:34 pm

We need to raise our voices louder and louder against this moral decay! Thank you!


Ginger December 16, 2016 at 8:27 am

You’re commercial with the lesbians getting married is very distasteful! You will never have my business!


Margie Callahan October 26, 2016 at 11:19 am

I have had the worst experience with zales. This has been going on for months. I had brought a watch from them and brought it back because, I found it cheaper at Macy’s. Now I am getting charged for a watch my husband doesn’t have and it’s on my credit. I have called and spoken to three people including a manger name ALLEN and told me do worry about he was going to take care of this. Now it’s going on from June 2016 to October 2016 and this is still on my credit and I am getting charged for the watch we don’t have…..


Geoffrey Allen Penner October 22, 2016 at 1:50 am

Just so folks are aware, I tried to apply for a position with Zales, but they refuse to even allow my application because my resume has the terms “Christian” and “Bible” in the resume. This is clear discrimination by the company as they refuse to even allow my application based on my religious preference. Folks deserve to know how the corporation is discriminating against applicants based on their Christian faith alone.


Joy Allen August 5, 2016 at 11:35 pm

I am so far beyond upset. I got engaged in April and have already had to get my ring sent back in TWICE to get it fixed due to breaking tips and an extremely loose stone. I picked my ring up last night after not having it for almost a month AGAIN, and my stone is scratched, it is not centered, it is uneven as one side of the stone is tighter than the other, and there is GLUE ON MY RING (the ring is rose gold, and parts that were “fixed” looks like yellow gold)! It looks to me as if some tips were glued on, the rose gold setting is now missing pieces, and the tips are sharp resulting in me scratching my one year old god daughter on her leg, as well as myself on my face! You can look at the ring and tell that it is NOT RIGHT! I am NOT happy at all. We have been unable to take engagement photos, and not only that, my fiancé did not spend his hard earned money on a beautiful ring for me not to be able to wear it because whoever keeps “repairing it”, is doing more harm than good. I refuse to send it back until I KNOW it will be handled and fixed properly, or I just point blank period need a new ring. We have been Zales customers for YEARS and I even found the ring that I would love to buy my fiancé in a Zales store, but I refuse to put anymore money into this company if this problem is not resolved. It has been an emotional roller coaster, and I have not even been engaged for 4 months yet. Out of those months I have not had my ring for more than half of the time. This issue needs to be fixed as soon as possible. ..


Debi June 29, 2016 at 7:12 am

Anyone that is considering a purchase from Zales should change their mind. This company has the worst customer service I have ever dealt with. Especially when you are spending thousands of dollars. I was told that a mans bracelet I purchased at the store in Cary, NC would be delivered to the store so my husband wouldn’t find out. They also guarenteed me that no emails would go to my home for the same reason. The evening after I bought it an email arrived saying my bracelett would be shipped to me soon. The store was closed by the time I saw it, so I called them the next morning. I worked with the manager, Vicky, who, after calling “corporate” tells me she can’t change this because it is in the works. She also informs me that it will be delivered to the house on Sat and will need my signature. I had to make arrangements for someone to wait all day for the delivery and try to keep it feom my husband. Well it never arrived. I called Vicky again, and she calls “corporate” to find out it will be delivered on Tues. I wait all day, again and no bracelet. So I call Vicky again. She calls “corporate” again. Now she said that it will arrive the end of the week or next week. Well having no confidence in her i asked for the name of whom she had been talking to. She gave me Amys name. I spoke with Amy the next day. At this time I was told that my bracelet was a custom order, online and that they won’t guarentee delivery within 4 weeks. My husbands 60th birthday was before that and had I known I wouldn’t have ordered it. Basically Vicky knew this but never told me, anything to make the sale. I took it up the chain of command and spoke with Melissa and was told they would do nothing to expidite this process. The retail stores are separate from the online stores and they would do nothing to get me the bracelet on time. My only option was to cancel the order. So I did, but it took another week to get my money back. Zales will never get another dime of my money and I will tell my story to everyone I know.


Juanito June 20, 2016 at 12:17 pm

I have several rings I bought for my wife. They tell me thIvey can’ t. see the bonds on the computer. I haven’t received them either. They give me the run around. They say the SKU numbers have changed. I still continue to check the rings every 6 months but they want to charge me for a diamond that needs to be replaced when the bond should take care of it.


David A. Almason June 17, 2016 at 9:54 pm

Would either Mr. Killion, Mr. Haubenstricker, or Mr. Appel…….PLEASE respond to my complaint. I have been on the phone for hours with your Customer Care Representatives & Managers……AND I’m very unhappy with their lack of resolving a delivery problem. I first spoke with Rep. Debby…….Than her Manager Christina and than her Manager Marsha ( she said her employee # is 73798 and that she was the highest ranking manager ). Everyone stated that there was nothing they could do to remedy the problem. ” THE PROBLEM ” I was notified by your company e-mail ( June 15, 2016 ) that my order # 4651976096 was shipped and was to be charged . Shortly thereafter, I received notification from UPS, stating that I would receive my package ( 2-Day Air ), on Friday June 17, 2016. GREAT !!!!!…..In Time for Father’s Day !!!! Shortly after 1:00 PM EST, UPS notified me that there was a delay and that I wouldn’t receive my package until Monday the 20 th. AFTER Fathers Day. I immediately e-mailed Customer Service ( customercare at ZALES.COM ) at 1:15 PM to hopefully resolve the delivery delay. I didn’t get a response by 4:09 so I sent another e-mail. At 7:09, I called your customer service number. No-one was willing to offer correct information ! Finger pointing ! MY package was picked up from your Vendor ( Coleman Company in Rapid City SD on the 15 th. / seems they were not the problem. UPS picked up my package on the 15 th. …………… The next information from UPS was that It left Louisville , KY at 4:25 PM on June 17 th. ( No arrival information was offered or given regarding Louisville).
First I questioned when it actually arrived in Louisville, and knowing that it departed there at 4:25 PM …..Where was it’s destination ( Charlotte NC – I assumed )……UPS & your representatives wouldn’t say. If it departed at 4:25…….it doesn’t take multiple hours to eventually get to Charlotte ( should have been scanned in upon arrival. My request was to have my package delivered in time for Father’s Day ! Since it seemed that UPS was at fault for not sending the package out 2-Day Air on the 15 th., and didn’t send it out to Louisville for two days thus missing my anticipated delivery ! Your representatives and UPS agreed that there was nothing anyone could do ! I dis-agreed ! If the package was at the Charlotte Airport, someone could have delivered it !
All Three of your representatives offered a 10% discount which I thanked them for, BUT stated that what I really wanted was my package and that I had earlier in the day received a Zales e-mail offering a 10% off Sale Extension thru Sunday………..So that didn’t seem like anything more than a poor attempt to get UPS to live up to their mistake and right their wrong ! Your Representatives also said that an e-mail to customer care has a minimum of twelve hours to reply ! Two of your Managers contacted UPS…….BUT………To no avail ! They also stated that Delivery issues were not something they could resolve . Looking forward to your response !
David A. Almason ( 704 ) – 948 – XXXXX / e-mail / almasons at


Anita Milani June 13, 2016 at 7:49 pm

My boyfriend bought me the matching band to go along with the two diamond rings that I already had sautéed together to make one beautiful ring for our anniversary. The problem is it’s been 6 weeks and I still don’t have the ring but have gotten the bill from the credit card company twice. The first time the ring went out to the jewelers it took 3 weeks for it to come back. When it did finally come back the rings were sautéed all different sizes and the stones didn’t match up either. They also didn’t clean the ring so the new band looked bright but the older band was dull and still dirty. Katie the store manager (she sold us the new band) sent the rings back out. And assuued me that the ring would be expidited. After waiting another 3 weeks for the ring to come back only to find that the new band is set too high. Katie sales it is because it has too much gold and it’s from a different batch. She says it will take another week and a half to get the ring fixed again by the same jewelry who couldn’t do the job right the first two times. I told Katie that if I didn’t have my ring back by the end of the week they can remove the new band and give me back my money. She said i would only get a store credit. Do you think I am going to buy anything else from Zales after this experience? I think not! Zales has already ruined my anniversary and has caused me nothing but agitation! I just hope and pray that someone in the corporate office will read this and address the situation.


Marge June 9, 2016 at 10:23 am

Has anyone else had trouble getting the Diamond Bond for repair?? I have a ring that I purchased online and its been a month and still no diamond bond…


Jonas pearson May 31, 2016 at 1:18 pm

Wedding was great this past memorial day weekend,unfortunately Sales an their company screwed up and did not have my new wife’s wedding rings on time…how do you have a set of rings an not get their on time for a wedding after 4 weeks,lost my business and I have over 1400 friends on fb getting this same post.what is sad they had 4 weeks to make a good first impression an failed to do that…an all the employees are so scared an unimpowered to help the customer…sad company…this is not over an as I post this she still has not got her wedding rings or compensation.


ASHLEY GEE May 12, 2016 at 9:55 am

My fiancé purchased my engagement ring on 2/14/16 at the Zales store in Columbus, GA. I went back into the store on 02/15/16 to get the ring sized. The manager of the store Georgette helped me and when i say helped….she was not helpful or friendly at all. She was very short and seemed aggravated. She did not explain the process at all!! She seemed so ill that I walked across the mall and asked the NICE & HELPFUL people in Marks and Moran and they explained it to me. They also put a ring guard (that I had to pay for) because Georgette didn’t!! She advised that the ring was a special order and it would take 8-9 weeks to get back. I was to keep the ring I had and then when mine came in I would swap it out. Well the ring I had lost a diamond a few days later. How can he sped $5000 on a ring and a diamond already fall out??!!! Obviously Zales is about quantity not quality and not about customer service. I called several times throughout the 9 weeks and spoke to several employees there and I asked if they could check on the status of my ring and there was not one employee that helped me. They said there was no way to check on the status and that the ring will get here when it gets there. One employee was so short and rude that he felt the need to explain the process of making a ring etc. They all cut me off and would talk over me and none of them checked on the ring!! So I waited and waited!!! In the meantime I ordered my wedding band through Zales online so would not have to deal with the store. We got married on April 8th. I still did not have my ring. I waited for a call everyday! When it got 10 weeks I called back. I got another rude lady that was talking over me and wanted me to hang up and tried to end the conversation by telling me what they all would say which was it takes 9-10 weeks now. I refused to hang up because it had been 10 weeks and i wanted to know where my dang ring was!!!!!! The manager Georgette gets not the phone. I did not know that she was the one i had talked to when she ordered it and I def did not pick her to be a manager. She explained to me that she ordered it. I would not hang up with her until she counted the days because it had been over 10 weeks. When she saw that I was right she called the place that it was ordered from to check on the status. Explain to me why no one did that all of the times I had called before??!!!!! The best part of the story is that the MANAGER calls me back and tells me that she is so sorry but that they advised that they had sent HER AN EMAIL REJECTING THE ORDER ON 2/16/16!!!!!!!!!!!!!!!!!!!!!!!!!!!!! Of course she said she didn’t get an email and tried to cover her butt!!!!!!!!!!!!!!!!!!!!!!!!!! So not only have I waited 10 weeks but i was going to wait 6-8 more weeks because she went ahead and reordered it!!!!!!!!!!!!!!!!! This is the worst store i have ever dealt with!!!!!!!!! It is a complete joke!!!!!!!!!!! The entire experience was completely ruined for me!!!!!!!!!! My first time getting engaged and married and I dealt with the worst rudest and most unthoughtful people ever and i have NO RING!!!!!!!! I called the service department twice. I filed the complaint the first call and a district manager was supposed to call me within 2 business days and they never did!!!!!!!!!!! I called the corporate office and explained the whole thing again and all I hear is that they are sorry and they will have a district manager call me and still NO CALL!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! I hate ZALES!!!!!!!!!!! I WILL GET MY MONEY BACK AND GO SOMEWHERE ELSE AND I WILL BE SURE TO TELL EVERYONE ABOUT WHAT HAS HAPPENED TO ME!!!!!!!!!!!


Orlando Customer April 14, 2016 at 1:45 pm

They use cheaply paid outside jewelers for any repairs so BEWARE. Their first idiot jeweler ruined my wedding ring and tried to fix HIS ERRORS twice and made it worse each time. District Mgr said she’d get her BEST jeweler to try again….he messed it up too. DM said to call her with any issues or concerns….I’ve called 3 times and she won’t call back. I have to constantly call the store manager for updates as she’s unprofessional too and tried to blame the damage her 1st jeweler did on me! WTH. I’ve called Corporate now FOUR TIMES to tell them how horribly things are going and they aren’t much help either. They won’t provide any info for higher ups….they say they’ll have someone call me and file a new claim. Will that make any difference? I’ve been without my custom made wedding ring over a month now and each time they touch it, it gets ruined more. Wish I’d never ever gone to them for anything! A simple resizing shouldn’t take 2 jewelers, 5 attempts and still not get it right!


Horton March 22, 2016 at 7:25 am

Worst company in the world. Just got an upgrade to the ring I had. They lossed it, collection called to say i need to pay for it and 800 just says some one will call you. That was two ago, i am so over zales.


Jasmine March 4, 2016 at 8:26 am

I brought my engagementengagement ring and bands to get serviced. Its been 7 weeks and Zales is unable to locate my repair. I am scheduled to get Married in a week and now i am completely ringless after my fiance spent thousands of dollars for it. This is so unprofessional in so many levels.


maggi grogan February 1, 2016 at 8:26 am

I would not purchase a piece of jewelry from this company to save my life. These people are in the business of selling meaningful, sentimental, life-time commitment products and no where have I experienced such terrible customer service and product support.

In June of 2015 I received a mothers ring from my daughter that she purchased from Zales online. Within a couple weeks one of the stones fell out and was lost. She contacted Zales and it was recommended that she choose a different setting as that one had been problematic in stone loss. She selected a style very close to the first style, due to its simplicity and clean lines.

The second ring was sent – following return of the first – and with three months one of the stones fell out and was lost. I am retired and there is nothing i do that would be considered unusually hard on jewelry. The ring was subjected to normal daily wear. This time we were days outside the 60 day guarantee period and they flat-out refused to do anything for us. I have multiple emails and phone records to support the attempt we made to get any sort of support from Zales. TWO rings, both fail within 2-12 weeks of receipt and they would not budge.

Today I came across the ring at home, still in its original box, barely worn but missing the center stone. I went to the Zales site out of curiosity and what do you think I found? Both ring styles are NO LONGER OFFERED BY ZALES. I wrote a review similar to this one shortly after the second ring failed and it has never appeared on this site. I will be curious to see if this one is.


Jenn January 10, 2016 at 3:26 pm

I purchased a ring in December 2015, specifically for an upcoming special event January 13, 2016. I made sure I sent it off for resizing in adequate time. However, on the date that I was told that I would receive my ring back, I called the store at Eastdale Mall (Montgomery, AL) and was informed that not only was my ring not resized, it had been sent to the wrong jeweler. I asked to speak to the manager who gave me no satisfaction. She informed me that she had instructed someone to call me on Friday, January 8, 2015 to explain to me what had happened. Of course, I did not receive a call, otherwise, I would not have called to inquire about my ring on Saturday, January 9th. After speaking to Krystin (the manager on duty) who did appease me, I asked her to put me in contact with her supervisor. Of course she told me that she would have him (Keith) call me. I never heard back from anyone! So I called back the next day, January 10 and asked for an update from Krystin (the manager I spoke with the previous day) she told me that she did not make contact with her supervisor and she’s going to send my ring off to a jeweler in New York for resizing. I am terribly upset and feel that this corporation should have some measures in place to compensate customers when mistakes like this happens. I am very upset that I’ve spent this much money to have a ring for a special event and thanks to negligent error, I will not be able have my ring for the intended purchase. I will be returning for a full refund


Kendria Johnson December 7, 2015 at 11:48 am

My experience with zales in Alexandria,La has not been a pleasant. After getting my rings back back from being resize the following week the fell out. Now when I took the ring back there for repairs the woman there stated,”my ring would be back by November 30th.” Which is also the date printed on my reciept. Called the location 12/01 was informed by Jaime that I should have been in the week before she’s not sure why my ring is not in. She stated that she would email the place where it was sent to be repaired, that she would call me back. I’m still waiting on the phone call. So my fiancé and I decided to go into the location to be told that it would be another week. My concern being that I work in customer service is that when you tell any customer that if something suppose to be expected back its needs to back by that certain time. It’s a very inconvenience to tell your customers your customers one thing and it’s printed on a doXXXXent. My ring has been in Zales position than with its owner!!! Zales need to come up with a better plan in to keeping your repairs local because it’s really pain for your customers. I was in the process to purchase more jewelry from this company but being the hassle that we are having with this ring we just don’t want to deal with the headache.


SJE November 15, 2015 at 7:31 pm

BEWARE!!! Do not buy from Zale Corporation..Hers my nightmare..Im from Edmonton Alberta Canada..I bought a diamond cross for my wife..After seeing it at home..It didnt have the look we wanted..I returned it next day..I found out that no refund will be given at the store..I would have to wait for a cheque for head office..Three months later and several trips to the Londonderry store location and several calls to head office I still do not have my $1400.00 canadian dollars..The company does not care they are stealing my money from me..This is the worst customer service I have ever had..Do not shop at Zale corporation..For shame a company this big is based on lies..Never shop here again.. I purchased for the Peoples division..


austin October 20, 2015 at 2:50 pm

Recently this company has scammed me. I returned an item, this company received it and two days later my account was charged. You charged me for a ring you guys already have in your possession…that is fraud. Also. My package was over 200 dollars. It was delivered but never signed for like your company policy states. Therefore your company committed an act of fraud…BBB has been notified as well as the media and the press….I should not have to wait for my money when u should have never charged me.


Ebony October 18, 2015 at 11:47 pm

To whom it may concern I hope you really are concerned. I have bought my share of jewelry from Zales and never had I been through so much to have a necklace repair. I bought a cross from the Shaquille O’neal collection that has the Lords Prayer engraved on it; this was the weekend of Father’s Day 2015. With the purchase I bought the warranty for the necklace. On Oct 16th, the necklace was taken in for repair and come to find out the rep that sold me the cross put the wrong sku# on the warranty. This is now causing a problem for the necklace to be repair. A rep and a store manager are now trying to give us the cross the matches the SKU#. That is not going to work for us. I bought this cross as a gift and this is the one I paid for. I do not want a different cross. The error was on the rep that put the wrong SKU# on the warranty. I need the necklace fixed without further obstacles and the warranty needs to be correct with the accurate SKU #. I am sure you all have cameras in the stores, so I suggest they need to pull some recordings to the date I purchased the cross; if they need proof of what I selected and paid for. This also makes me wonder what is really going on in ur store. The inventory should have reflected incorrectly the date of the sallee as well, considering the SKU# is wrong.

Currently, the cross is at the store waiting for someone to tell us something other than the SKU# does not match and get it repaired. The original sales rep was

I need someone to give some to care and correct this issue. The store is listed below.

Zales Outlet (Sugarloaf Mills)
5900 Sugarloaf Parkway
Lawrenceville, Ga. 30043
678 847 5950


Rebecca September 24, 2015 at 1:12 pm

I sent a post on September 21st and have not received a response to my dissatisfaction


Rebecca September 21, 2015 at 10:09 am

My husband bought my engagement ring from Zales sling with the warranty. A year later we designed two additions to the ring when we married and paid for two additional warranties. We do not live near a Zales store. The closest is 130 miles away and we don’t go to town that often. The last time I went, I did not have my paperwork with me and the would not inspect my ring or clean it. I made a special trip to that store 4 months later with my warranty and they refused me my warranty service because the last time I was in was November if 2014. At that time they fixed my ring and advised me when I brought it back I would need several prongs repaired. I have list a diamond and was refused service. We paid $300.00 for the warranties and now I’m told the rings aren’t covered. It is not easy to get to the nearest town. I spent 20 minutes on the phone trying to contact someone to resolve my concern and can not reach a real live person. Is that how Zales does business? I will not shop at Zales again and expect a timely response .


Patricia Baker September 15, 2015 at 10:10 am

I took my pink sapphire ring to Zales at Northgate Mall in Hixson, Tn over 4 months ago. The screwed up the stones in my ring. They sent it back to the same repair guy who mess it up, he kept it for 3 weeks and returned it just like it was. They sent it to another repair shop, they kept it for several weeks and returned it just like it was. They sent it to the third repair guy who said it had the wrong stones. He ordered new stones and returned it weeks later with the wrong color of stones in it and all but one stone had fallen out in the bag. I was also told that when the guy sized the ring, he changed the structure of my ring. I have ask to talk to the District Manager and was told that she would call. Two weeks later, hadn’t heard a word. Went back to the store yesterday and was told they have ordered me a new ring, if it is the correct ring? It starts all over again, the ring will have to be sized. I was told it will take a while to get the ring in and then it will have to be sent off for sizing. At this rate, I will be lucky to see a ring before next year. I will never do business with Zales again. I have never seen so much incompetency in my life. Where is Zales upper management, do they care at all about their customers?


D Long August 27, 2015 at 12:05 pm

I had purchased a tennis bracelet in 1995, now I wish to give it to my niece, and wanted more specific information for her. I was directed to two different offices, neither one had access to the SKU my purchase paperwork reflected. So nothing was resolved. And after reading these very unpleasant complaints, I believe I’m better off not pursuing the matter.
My total purchases back then amounted to about $8,000 . I won’t be buying from them.


Tami M. Hefner August 2, 2015 at 5:11 pm

I purchased a gold plated Mother’s bracelet in April 2015 for $250.00. By July 2015 the gold plating had rubbed off. I contacted Deb, a supervisor, and Courtney, a manager, at Zales Online with the advice that I would have to have it repaired at a Zales store at my own expense. I was not offered a warrenty at purchase. They all appear not to care that I was scammed. Take my advice and buy your jewelery elsewhere.


Rae July 30, 2015 at 11:21 am

I ordered my ring three and a half months ago,
Its been sent back 3 time, anything that could go wrong as. Zales has done nothing to make it right. My boyfriend got me this ring before he left for the military and I just want my ring.
I’ve only had my ring a week and a half before the stone fell out. Why are we paying this kind of money to spell my name wrong, give me gold instead of sterling silver, and then loose my stone. We got no military discount because it was “on sale” and its just been frustrating…. At this point I’m going to take future service elsewhere..


Athena Hall November 24, 2014 at 12:10 pm

Zales, willowbrook mall Houston Tx.
Worst company to purchase any kind of jewelry. To make a long story readable 3rings, my engagement and wedding band which is saudered together, my Husband wedding band and My past present future anniversary band. My wedding band needed to be re-dipped they said. I also requested that it be sized up 2 sizes I broke my finger. Husband band just needed to be re- dipped. Anniversary ring lost 2 tiny stones inside the ring. And sized down. 2weeks past I recieved a call our rings are in. Go in on Sunday to pick up NO! You must have heard it wrong your rings won’t be in for 6 weeks. Excuse me? You requested to have 2 rings saudered together and re- sized ! EXCUSE ME? MY Husband say ma’am surely This is a joke. No It’s not look at your repair receipt. Lady my wife never said to put here rings together that makes No sense. (Nasty A! Attitude ) walks away has someone else help. I request store mgr name and district manager number. I call district manager (Larry) ooooh. Gross attitude. Puts me through to store manager She is going to find out right away what’s going on. That was one week ago today No reply, response or case over called twice. I just want my jewelry back, I’M over This entire company people told us not go to This company but We found rings We loved. At This point to hell with it. I’M going to check out Jared, and swap rings for something there. I’M So utterly disgusted and disappointed It’s unreal to say the least. You could offer me a Vera Wang 5ct platinum 80%off is say GO TO SATAN HOUSE!


Sj October 13, 2015 at 9:48 am

Good luck with that. Signet Jewelers owns Zales, Gordon’s, Jareds, and Kay’s.


maria toledo August 15, 2014 at 2:13 pm

I wanted to advise about my horror story of Zales on getting my engagement ring. Even though Im sure Im just another customer and my story wont mean alot to you but this is my first time and my only wedding, the day every bride wants to be perfect. It started on March 8, 2014 for my birthday my fiancé and I went to Zales to choose an engagement ring. They had a show going on where we got to choose our ring band, diamond, halo, we were excited because the “best jeweler” was going to put my dream ring together the same day. How excited I was to pick up my ring the next day. Within a week one of the side diamonds fell out I took it to the store and they kept it for a week to get it to a local jeweler to get fixed. After a week I get my ring excited again to have a perfect ring, but the excitement didn’t last as a less than a week the same diamond fell again. I went back to the store and they told me they would send it to the corporate jeweler and would take 4-6 weeks to get back but that it was going to be “perfect” after that per the store manager’s wording. So now I have been without a ring for 10 weeks. I finally get my ring back and to my surprise or maybe not another diamond falls out. I go back to the store and told them this ring has been more off my finger than on my finger. They told me they would get me a different ring from the store they blamed the issue on the fact my ring was sized so they were going to order my ring my size. I placed an order which they said it would take 6-8 weeks. So my wedding is getting closer and week 6 gets here. So excited my ring is going to be there just in time. I call zales on week 6 and they said it was not in. I asked the manager if there was any way to track it since my wedding was so close to week 8. She told me it was no way for her or corporate to do that. So i wait patiently for week 8 on a Tuesday and I was leaving for my destination wedding that Sunday. I called the store manager said it was not in but that they usually come in on Thursdays. I asked her i needed to find out for sure a confirmation that I would have the ring on time. I then called corporate and spoke to Paula the manager and told me she would contact the vendor to check on the ring. It was getting close to 5pm and had not received a callback so I decided to call back. I spoke to Paula again and she gave me the news I would not have a ring for another 3 weeks. My wedding was less than 1 week. My wedding was ruined. I had a loner ring for my wedding. In my culture or rings are blessed by our priest and I did not get the opportunity to have my ring blessed because Zales could not get my ring since 3-8-2014 until august 2014 that is 5 months without a ring. And until this day I have no ring to show, they gave me a loner that is too big that I can’t even wear because its loose even with the ring guard. I really disappointed how this has been handled. I have had the worst experience. We have been making payments on time since March 2014 until now and I still don’t have a ring on my finger.


justice August 12, 2014 at 2:34 am


My husband bought my ring 1 year ago at Zales in the Westfield mall in Carlsbad, CA and I’ve LOVED it…until now. I have recently been having allergic reactions to my ring. After not wearing it for a couple months (it was in my jewelry box) I decided to take it into the store of which we bought it from. Not being able to afford a new ring they mentioned sending it in and having the rhodium cleaned and polished. The ring was ready for pickup four days later. As I got into my car i noticed one of the prongs holding the diamond in place was completely ground down and the engagement ring was completely bent. I immediately walked back into the store and complained. I was so upset. They didn’t notice anything wrong with the ring. They insisted that I had brought it in that way. They said sending it in again to repair those problems should help. It has now been two weeks and I have heard nothing about my ring. I have called and talked to just about every associate at this location. They all have no idea where the receipt which has the repair number is. The manager continues to tell me that their system is down and that she cant help me. I’ve also gotten a lot of, “Can I put you on hold?” and, “Let me call you back.” Sad enough to say, even when they figure out where my ring is, I will be taking it into another place to see if the diamonds are even real. I am extremely frustrated and I will NEVER buy another piece of jewelry from here nor will i EVER suggest Zales to anyone. HORRIBLE!!!!!!!


Nathan Farabee May 20, 2014 at 1:28 pm

This complaint is in regards to my account with Gordons for a 2ct diamond purchased on 03/24/2014. Please note this is only a brief statement not the entire account of events that occurred and was doXXXXented/recorded. My fiancee was very very happy with her diamond but not please with the way it sat inside the ring it was to low. After several discussion with staff and Manager Marta guaranteed the correct setting if it is sent to their store in New York to replace the head on the ring with longer prongs so the diamond will sit higher up. After me and my fiancee doXXXXented all birthmarks on the diamond and the ring our birthmarks were shown and witnessed by store staff and doXXXXented on receipts of all blemishes/marks noted on top,sides,and through the diamond and ring. It was then sent out for repair/replace of ring head. After several calls to see if diamond/ring was back on 04/30/2014 we return to store to pick up diamond/ring and was shocked to find that it was not the same diamond we sent out and the repairs were not done at all to the ring it was the same; which was the only thing we/store staff agreed on. We left the store with my fiancee in tears no diamond/ring and very disappointed . As of this complaint there has been a lack of inconsideration from store Manager Marta who does not return our calls; no show for meetings we set up with her and do not forward this information to staff so when we show up at the store the staff have no idea why we are there. My fiancee have been without her diamond/ring for pass 30 days since it was sent out; 21 days since the wrong diamond/ring was returned to store; we found out our address was put into the system incorrect therefore we have not receive any bill statements but late fees are on my account due to the store errors not to mention we have no diamond/ring and or merchandise; no refund but still will receive a bill. We are very hurt and disappointed to say the least and request a call from Zales/Gordon Corporation by the COB today because we are requesting a full refund of all monies paid to Gordons per transactions from 03/01/2013 to 03/24/2014 if no resolution can be met by 05/22/14; such as another diamond very similar to the one she had with the correct head on the ring per our request from the start and our conversation with store Manager Marta on 05/05/14 and staff on 05/17/14. We can be reached at 910-527-XXXXX or 910-527-XXXXX. Your prompt attention to this matter is highly appreciated. I do request a copy of this statement/complaint to be sent back to me via correct address on file. Thank You Nathan Farabee and Angela Davis.


AJ Fearrington March 4, 2014 at 11:54 am

Zales Jewelry store in Penn Square mall in Oklahoma city is ratchet!!!! My husband has bought many pieces from this store and as of late he special ordered another wedding band to go in front of my wedding rings (set). My husband ordered it 2 wks before Christmas 2013. I received a box with a picture of the ring sticking out where the ring would be place. Needless to say, I was overly excited!!! He said it would take approx 8 weeks for the ring to return. I started calling about the 6th week to see if it here. Far into the 12th week I got a little anxious and upset, but each time I called or went into the store, I would be assured that the ring would be in any day and that they will contact me when it gets here. Well the 14th week I went back into the store to inquire about the “special order” and was told that it was available for pickup. OMG!!! I finally get to see it!!! NOT! The sales person could not find the ring. So my husband called the manager Susan the next day and she looked for the ring and then called my husband back to say that the “special order” had been cancelled two days after the order was placed. I was angry, hurt and very frustrated to say the least.
Susan, the store manager told him that he could come in and reorder the ring and it would only take 6 or 8 weeks for it to return…HA!!! In the meantime my anniversary photos that I planned to take with the ring is Shot to Hell and all Susan can offer us is to reorder the ring!!!
Zales is worthless and I hate that we ever did business with them. We purchased the lifetime warranty on all of our jewelry, and if we are late on taking it in for inspection they keep track of that. Who the hell keeping track of their mistakes? I will never, ever buy another piece of jewelry from Zales. They absolutely SUCK!!!!


tammie April 8, 2014 at 11:05 am

FYI, So sad to hear about your special order. But I have purchased many jewelry items at Zales with the optional LIFE PROTECTION PLAN and its the very best jewelry plan offered in the industry with NO INSPECTIONS REQUIRED!! The FREE Diamond Bond comes with any purchase item of $200.00 or more, and it covers all lost diamonds, but with required 6 month inspections of the piece! Basically, if you do not want to keep up with your D. B. inspections, you do not have too, but you still have limited diamond replacement under your L.J.P.P. if you purchased that policy. If you loose a diamond over .10ct then Zales does not have to cover that loss under the optional Life J. Protection Plan, cause its for diamonds of not more than $200.00 value! If you have both policies but miss a inspection than contact Customer Service Home Office and they may replace a larger than .10ct at store level for FREE anyways, per Customer Service Approval, because the L.J.P.P. covers a ONETIME COMPLETE REPLACE of the item, too, due to any damage while wearing it!! If you ever do another special order at Zales or any where else, just insist that they call the Vender personally with a purchase order update after 2 weeks. Happy Shopping!


Rosie December 21, 2013 at 11:00 pm

My mother gave a ruby ring knowing she did not have long to live. She said this is a reminder of me. Well I to the ring to zales to get fixes however when I got the ring back it was not the same stone. I spoke with Cynthia Sanchez about this she could care less all she said was its the same stone. It was a very different stone this broke my heart . I can’t stop thinking why why did I take the ring into zales . This has spoil my holiday and the rest of my life knowing I don’t have the ring that my mother loved and gave to me. This zales is located in Temecula ca.


tammie April 8, 2014 at 11:14 am

Go back to that store and insist that they get the picture of the ring that was received at the repair location, all items receive get a pic taken when recv’d., than send it back to that jeweler to the attention of the Operations Manager for a redo. That O.M. will look into the complaint and the whereabouts of what happened to your ruby, it may have been broken and replaced. Also call Zales Customer Service and open a ticket number on your complaint too with that Zales Store. Time is of the essence!! Good Luck, you should get results!


Donna January 9, 2016 at 6:01 pm

From the looks if things Zale has poor quality control and does not stand behind their products….my Husband bought me some very small earing at 200 dollars .and they where defective…….post broke and all i wanted Zale to fix them ,and stand behind there products….but all they want to do is sell a protection plain, why could you just fix them…have not had them Year.
Thank you ,zales


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