Zales Jewelers

My fiancé & I were horrified by our experience at Zales in Westside Pavilion:
1 — When we placed our order for a new white gold bridal set in the Westside Pavilion store on January 7^th, it was entered into the system by a Zales rep who ordered the set in a size 6.0 when we specifically said we needed it to be a size 5.0. We now need to scramble to get the rings resized immediately with our wedding day only 5 weeks away.
2 — When we placed the order in the store, we were told the total price we paid would cover everything & that we’d simply need to drop off my existing diamond to be reset in the new setting. There was no mention of a resetting fee yet, when my fiancé attempted to drop off my diamond yesterday, January 26^th, he was told he needed to pay a $ 180+ resetting fee, which is absolutely unacceptable. If we’d known about the additional fee, it definitely would have affected our decision of whether or not to make the purchase. The Westside Pavilion store lied to us when they stated the amount we paid on January 7^th would cover everything.
3 — Most importantly, the Westside Pavilion Zales manager, Anna, was unbelievably rude to my fiancé. She demanded the extra $ 180 & told him it was his fault we were not properly informed of the costs. She was extremely unhelpful & acted as though he was making her go out of her way to call the Zales representative we originally dealt with, Jennifer, to obtain more information. My fiancé said he has never been treated so poorly in his life & the fact we had already given Zales a HUGE chunk of cash just makes it all the more insulting. You’d expect the employees of a fine jewelry establishment to treat all customers with the utmost respect yet Anna (who is the MANAGER!!) did the exact opposite.
I’m contacting the Zales corporate office today in the hopes they’ll work quickly to right these wrongs but I doubt that’ll include firing the Westside Pavilion store manager, Anna… even though it should. Avoid Zales at Westside Pavilion at all costs!

The worst !!! From the start it took 15 rings to answer the phone them she gave me several excuses why she could not help me. And they are grossly understaffed. And when I asked for a manager they where unavailable…

I went in to get an engagement ring for my now fiancée. I was greeted by Roxie to help. She was happy to show me a bunch of rings and described the differences and similarities between them. I even asked to order in some rings off their website to look at and she was happy to do so.
I ended up purchasing one of the rings off the website I ordered in, but then brought it back to exchange for a bigger one. Once I was sure what I wanted they helped me find it and offered pricing/​payment plans to get me all set. The staff and service were great and the manager Lavina was knowledgeable, friendly, and helpful. She went through and specifically showed me the differences between the diamonds and quality. They remembered me personally and were happy to hear the proposal went amazing in the end. Overall they met and answered all my questions and worked with me closely to get everything done on time.

We got great help from the staff here. I forget her name of course, but she sat us down and taught us all about the new rings and designs and diamond cuts, etc. She was great. We ended up buying at Zales, but at a different location, but definitely bought because of her. We’ll be back here for wedding bands

Like others who have reviewed, my fiancé and I went to pick out a wedding band to go with my engagement ring. First of all the staff here has absolutely zero enthusiasm… like seriously I could even coax a slight smile out of the gal helping us.
My engagement ring is a little different that the norm. I decided I wanted a beautiful pearl ring with some small diamond embellishments instead of a traditional diamond. Sure maybe it didn’t cost as much as a diamond ring, but I seriously love it. When I showed my engagement ring to the lady working here (keep in mind this ring was purchased from another zales prior) she immediately stated in the most stuck up manner ever «THATS your engagement ring!?» Needless to say I was very hurt by her words and found it difficult to contain my emotions additional 5 minutes we were there. She pretty much told us that I couldn’t have a band fitted to the ring because of the shape. At this point she should have maybe given us some suggestions on other options. For example, I’m not opposed to just buying a beautiful ring and wearing it as my wedding band separate from my engagement ring, and I would have loved to try some different rings on. But instead we were pretty much just brushed off and left within 5 minutes of arriving at the store. It felt like because we didn’t spend thousands of dollars on my ring, we weren’t worth their time.
I always imagined getting my wedding ring would be a wonderful experience to share with my fiancé, but it instead has been the most stressful part of this planning process, and ended with me leaving the store in tears. Totally unprofessional and I would advise anybody who is recently engaged to avoid Zales and go to a business with employees who actually have a heart.

Worst customer service. completely ignored when I walked in and took almost an hour to get serviced

All the reviews here are true. I don’t know if it’s the store but the company itself. I was told they are transitioning to have a new manager last month because the former one left. But I also had the most horrifying experience with them. Nov 2012 i ordered a wedding ring. I have the smallest finger 3 ¾ and obviously they don’t have my size, so the lady said the design I chose can be resized but it would take a few days, i even told her to rush it since my wedding will be on dec 3^rd. they told me i would get it on dec 1^st. dec 1^st came and i didn’t get a call from them, so i decided to call them and they said it wasn’t there, I was like my wedding will be in 2 days and i don’t have a ring! They said apparently, the jeweler rejected my ring because my size was too small, but no one even informed me so I could have gotten a different one or went to someplace else. So she told me to go to the store and have me use the same ring but size 7 and put a ring stopper so i could use it for my wedding and the district manager would call me monday morning to special order the right size ring, they also gave me a $ 50 credit. I didn’t get a call again monday morning, so I called and the manager said she’s too busy and she didn’t find the time to order the ring. She would do it the next day and she would call me. No call again and I was getting really frustrated because that means it would take longer for me to get my ring because it would take 4 – 6 weeks for special order rings. I called too many times and to the point they hang up on me at the beginning of the call. I decided to write the complaint to the zales cust service website because I don’t even want to deal with the store. I even called the cust service number and they said the district manager and store manager are discussing on how to solve this issue. I was really upset, because all I needed was a heads up and tell me whats going on or if it was ordered or not. Until I talked to someone over the phone that sent a long message to the director of zales. That’s when the director called me a few days after and apologized and informed me the manager would def call me if not to let him know. The manager did call me and apologized too, i don’t know what’s up with her but she said she actually ordered the ring theday after we talked, i don’t know why it’s so hard to call me back to give me the update. she promised she would update me every monday on where the ring is at and it’s a new year now and i never got a call back from her. I called her yesterday to see where my ring is, and up to now didn’t get a call. I decided to call the store and lo and behold, my ring is there. I don’t know for how long it’s been there but again no one called to inform me.
WORST company and store ever! Never again will i purchase any jewelry from them.

My husband needed a new wedding band since his original one was so bent up and worn after 9 years. We decided on tungsten since it would be able to take his abuse. We went in and picked one out and he loved it. However, they only carry ONE size of the tungsten rings. If you are not that size then it must be custom made and take 2 to 3 weeks and it’s non-​returnable, even if the size is wrong. That alone is reason enough to not shop here. But we went ahead and actually purchased the size they had in the store thinking that would work. Well, after a day he realized it was too big. So back we go to get sized and place a special order. They basically charged us twice for him to keep the larger ring until the new one came in and would do a return for it. He gave them his phone number and I watched the lady write it down. They said they would call when it came in.
Two weeks later he hasn’t heard, so he calls them. They have NO IDEA what they are doing. They took forever looking up the ring order, couldn’t find it, kept having to ask over and over «what is it?», kept telling them «a ring» and still would ask again. He offered to give them the order number and that still didn’t help. I don’t know how their system could be so bad that the order number doesn’t locate information on the order. After about 30 minutes on the phone it was decided that it wasn’t in yet. So, we wait another week. No call. Now it’s been a full month and I finally call them again. I got a new person on the phone and immediately they said «yes, it’s here». I asked when it arrived and the guy said he thought around Oct. 15^th. That is 3 FULL WEEKS AGO. They never called. Not once. Not to tell us it arrived and not again after it had sat there for weeks did they attempt to contact us. Absolutely ridiculous. They royally screwed up when we did call ourselves to see if it had arrived. I’m assuming it was actually there when we called the first time. These people are idiots.
So, no, we will never shop Zales again. We are picking up the ring this weekend and that’s it. If anything goes wrong when we pick it up I’m afraid my husband will flip the store upside down.

I recently visited this Zales location looking for a present and I left completely satisfied. The staff was very helpful and especially, Ian Harris. His suggestions were on point and I never felt rushed. It was a delightful experience. Thank You!

My fiancé and I went here to pick out an engagement ring, and it has been a horror story until this very day. Let me spare you the griping and moaning, and get to the reason why this joint is getting one star.
1. Janice sold me the first ring I got. She said to my fiancé and I «if you two are still together in 5 years you can upgrade your ring.» EXCUSE ME!!!
2. Two weeks after my fiancé bought me a ring one of the main diamonds came loose. I had to bring it in, this is not cool.
3. When I go in with said loose diamond they hard sell me and I upgraded my 2 week old ring. I was stoked… until the new ring came back last Friday. The gorgeous ring I bought looks like Dr. Frankenstein’s monster thanks to Zales re-​sizing it. I’m convinced I could have done a better job with a steel rod and a blow torch.
4. The sales people do not know their product at all. I sometimes wonder if anyone in the store has a pulse at times. This experience which is supposed to be AMAZING has become the biggest headache of my life.
Go somewhere else. Save yourself for I cannot save you.

My boyfriend bought me a diamond necklace from Zales about 6 weeks ago. Last week I was wearing it and the chain broke in the clasp area. I brought it into the Zales store at Westside Pavilion and was appalled at the service I received and store in general.
When I walked in one associate was sitting on the floor making a personal phone call. The reason I know it was personal is because she was fighting with I can only assume a boyfriend. She never one looked up or even acknowledged that I was there.
After awkwardly standing in the store, which I was the only customer present, another associate finally approached me. The woman had toilet paper shoved up her nose and looked like she was being held at gun point to work at the store. When I told her what was going on she went in the back to try and find another chain for me. After about 10 minutes she returned and said that the store did not have the same chain, but I could have a shorter, different one. I asked if I could try it on with the pendant to see if it would work. Her nails were so long she couldn’t undo the clasp so I took it from her and did it myself. I was not satisfied with the chain, but I wanted to wear the necklace to an event the following day. Also, to be perfectly honest I was about to be sick from dealing with this woman. She didn’t offer to order me the correct one or help me with the situation in any other way. It was almost like I was an inconvenience to her.
I am 100% completely unhappy with my experience with Zales. I cannot believe this from a jewelry store where people spend hundreds of dollars. Plus, the cleanliness of the store was less than desirable. I will NEVER recommend or purchase anything else from Zales in the future. Please feel free to contact me if you have any questions or concerns.

I always come in here to get my ring cleaned. Staff is very friendly. :D