This store has the worst customer service I have ever experienced in my life. I called the customer service team to see what time the store closed, as they would not answer the phone all day when I was trying to call. The customer service team advised that they were open until 7 PM. When I arrive to the store after driving 45 minutes across town there was a sign on the door that stated they closed at 6:15. When I looked inside One of the associates shewed me away from the door and pointed to the sign. I tried calling the store again and the young lady answered the phone, She told me her names was Ashley, that stated she was a keyholder and that they were closing early due to short staffing. She also stated she didn’t know why customer service were telling people they were open till 7 when clearly they are not. When I asked to speak to her supervisor she told me her manager, Candace, was out on leave and her only supervisor was her district manager. When I asked for their information she refused stating they were traveling and didn’t feel comfortable giving me his name. I then called customer service back and spoke to Cynthia. She agreed that this was not right and called the store and spoke to “Kayla” which stated she didn’t feel comfortable allowing me to pick up my ring because she was closed, mind you this is still before 7pm which is when they are suppose to close. The customer service rep Cynthia apologized and agreed that this associate was out of line and advised me to call the customer service complaint line and file a complaint. I will never shop here again and will make sure everyone knows about this poor excuse for customer service as well as expecting a refund for my purchase and will take my money elsewhere as this company obviously is mis managed and needs some turnover with competent staff and management.

Purchased a wedding ring and band on 9/25. Sizing due back on 10/9. I called Several times after 10/9 only to hear the vendor they shipped it to "shut down" not sure how that happens. They couldn't give me a new date. Finally my ring is ready on 10/20. I drove up to the store on my lunch break on 10/21 only to find the doors locked shut with assoc # 13549141 telling me she can't open until 3, when there were clearly 2 associates inside, and to call corporate. At this point, I'll take my business elsewhere.

We came in today right when the store opened. Rachel L. assisted us with a few different things that we came in for. From upgrading earnings, a ring cleaning and special ordering exactly what we were looking for, she did it all without hesitation. She was very knowledgeable, patient and sweet! The service was outstanding and fast. We would hope to be assisted by Rachel for any other needs at this location.

I had an issue with my wedding band , The staff was very helpful at town center zales they were able to send my ring off for repairs and initially told me two weeks for pick up . Well… I got my ring repaired and back within 6 days!!! This was also during hurricane Idalia . I am shocked with the prompt service and overall experience !

Viktoriya was very patient and helpful! I needed to pickup a gift for my daughter and it was a seamless process. I’ll definitely be returning. ✅

Oh wow! I had an appointment scheduled at another jewelers but was running early so stopped in here. I had no idea that they had a spotlight jewelers there for the day. Beautiful jewelry which they would size or create (in my case) while you waited. But what’s most important are the 2 people who helped me - I feel awful I don’t have their names. One was a lady who works part time and goes to college at UNF. She was amazing!! Beyond helpful, she created some incredible magic. They created a beautiful ring but I felt I should go to the ‘other’ jewelers just in case - I had the appointment but they made me feel like I was inconveniencing them! So 10 mins later I was back and purchased the ring… just beautiful and more importantly what a fun experience. There was cheering as I left the store - maybe that was just my brand of crazy. This is truly the only place I’ll go back to, they were awesome. No hard sell, just went above and beyond to find something beautiful! Thank you!!

Excellent customer service….I brought my rings in for a semi annual inspection. Dawn was very personable, friendly, thorough with the inspection. She gave suggestions on ‘home cleaning’ of the rings plus did a great job with organizing the warranty paperwork before we left. We will definitely be back for our inspections at the ST John’s Town Center.

Tricia was so helpful! She help me make the right selection and everything was so easy with her advice. I'm very happy that she was there to help me!

Morgan assisted us today and was a great help! My repaired ring has been inspected and my husband found a pendant for our daughter. Thanks Morgan!

Dawn gave great customer service to my husband and I. She was friendly, informative and professional. We would return simply because of how she treats her customers!

The manager and Dawn are amazing. They worked with me for two whole weeks trying to get the ring of my dreams and they finally got it in and sold it to us making the process so enjoying and exciting for me and my fiancé. I highly recommend going to this one over the other zales in Jacksonville!

I recently had the pleasure of visiting Zales at town center , and I must say it was an absolute delight for any jewelry enthusiast. From the moment I walked through the doors, I was captivated by the store's charm and the dazzling display of fine jewelry. The selection at Zales is truly remarkable. They offer a wide array of exquisitely crafted pieces, ranging from classic designs to contemporary masterpieces. Whether you're searching for a stunning engagement ring, a timeless necklace, or a unique statement piece, this store has it all. The quality of their jewelry is outstanding, with each piece reflecting exceptional craftsmanship and attention to detail. What truly sets Zales apart is their commitment to customer service. Thanks especially to DAWN The staff members are knowledgeable, friendly, and genuinely passionate about helping customers find the perfect gift. Thank you Dawn for this incredible experience!

My Fiancé and I went on the 16th, we had already been into the store twice now to look at wedding bands. I was fully expected to window shop again, just staring through the cases. But Morgan came right up to us, and showed us directly to where the wedding bands were. She suggested to look at the contour bands as I have a pear shaped diamond. She even asked me to take off my engagement ring (a size 3.5) so she could try to line it up to the much larger display rings. I was actually able to see exactly what it would look it on my hand. It was also a bit easier to get an opinion out of my fiancé this way lol. At this point, shift change was beginning to happen, so Morgan and Dawn sat down with us as we went through the purchasing process. I made it a little difficult being that I have less than 2 months until the big day. It takes extra time sizing a 5 down to a 3.5. But they assured me that I’ll have wedding band at least 3 weeks before the wedding. Big stress reliever, thank you so much Morgan and Dawn!

Kaila & Ms.Victoria (store manager) were phenomenal. For 2 years prior to covid-19 we kept up with our diamond commitment, however, afterwards we had lost track. My husband recently discovered he had lost 1 of 3 diamonds( total of 1/4 ct. diamond) Kaila was so very patient with us, she knew our concern & spoke on our behalf to her manager. It went so smoothly that when I spoke with the Manager ( Ms Victoria ) in person, days later. In my opinion. should there be a promotion considered, Kaila has our vote for outstanding customer service. 🎖

Dawn was awesome! Extremely helpful. Went above and beyond from picking up my repaired wedding ring, to making sure everything was perfect on my repaired ring,to making sure my accounts matched and I had all my warranties updated!! Highly recommend Dawn when visiting this location!! After coming in this location a couple times, she was the sweetest and most helpful!!

Viktoriya Chetverikova provided excellent service assisting me purchase a gold watch and beautiful gold earrings. While waiting for the completion of my sale, I noticed several customers walking in the store. The staff were very friendly, knowledgeable and helpful to assist the customers buy premier quality jewelry.

Dawn Fry was very helpful and on point. She helped me and my wife in all of our necessary services. She recommended similar items related to prior purchases which we immediately added to our wishlist for future. We will definitely be back for all our needs

Went into Zales looking for an engagement ring. Alyah was amazing, she was so help full and inciteful. She made my shopping experience worthwhile. She explained the warranty and differences between the diamonds very thoroughly. Thank you Alyah I will definitely recommend Zales as long as you're there.

I visit sales store due to and issue online. The store resolve and issue made bay Zales online. They were super helpful and what a customer service should be. Super nice and professional! Thanks to Trisha and Alyah

My husband purchased an upgrade bridal set for me by trading in his 3 striped diamond ring he purchases for 1549.00 in 2006. The clerk credited 1500/on the new purchase. (I guess the 49.00 didn't count). He owed 1881.24 as a difference. The main stone was a quad not a solitary. I called the next day to discuss a return while my husband's ring was still there. Monday, the manager was to call. No call. I called at noon to state on the way, they are at the town center in Jacksonville, Fl. We live in Ga. 90 minutes away. I get there and after a song and dance the manager had to leave. No one called me? The manager on duty was clueless and locked her system printing a receipt for my refund. It was pending in online banking. I had been there an hour already. Really. I had my husband's ring and a pending refund online. I left. The pending refund fell off and was never credited. I have had two chat agents message the store to call me close to noon. The first chat agent took a long time as the store clown never looked to see their sale was returned and said no refund is due. Finally, clear. It's been over 4 hours now and still no callback. I will have 3 hours of travel and a gas expense for them to refine me using the card of the initial purchase if they ever call back to verify someone trained on a refund will be in-house. The second char person today can't confirm with the store they have called me back before closing. Run for the hills. Update: On August 13th I was told a telephone appointment was set for the next day at 11 am. On August 14th, I try calling the store at 11:30 due to no callback. The manager said she has a code to use so I will not have to return to the store. Finally, another pending credit went through and the end.

Kaila was so sweet and helpful! She took her time and walked us through the whole process of looking at custom wedding bands. Highly recommend for anyone getting married in the near future!

We decided to take our very nice set of engagement ring and two wedding bands for resizing. These were quite expensive and maybe I should’ve think this through before bringing these to Zales, which is not high end jewelry. When we went to pick the rings back, they were solder together. We did not ask for this to be done and nowhere in the order it said that the pieces were to be soldered together. They then said “it’s and easy fix and no material (platinum) will be lost”. When my fiancé went to pick them up, the engagement ring was visibly thinner and uneven. A very cheap work and very upsetting. I don’t know how this store works in terms of selling jewelry, but based on how they fix them, it’s of extremely poor quality. Granted, they use a repair shop, they don’t repair in house. If you like your jewelry do not take them to Zales for repair; unless you want to loose money and time.

Dawn is fantastic!!! After issues at the Orange Park Mall store, I came to the St. John’s Town Center. Dawn checked my rings, got them shipped off and back quickly. Then when I discovered an issue with one of them (caused by the third party repair person), she shipped it off again and put a rush on it to have it back to me quickly. I will absolutely drive across town for the fantastic customer service here!

Mrs Dawn, I really love working with her she is so amazing. Really appreciate how much she take care of her customers she is a diamond a must keep thank you pHarrison

The customer service os severely lacking at this location. The display cases are falling apart, pilllows are pealing a d look bad. store hlirs say they are open on Siunday but every time we are at Town Center on a Sunday they re never open. Sad that one store can fail so miserably that we are closing our card with the company and will shop elsewhere

Kaila was so great! We came to look for wedding rings and she was so helpful and professional. We will definitely be back to purchase a ring.

Huge shout out to Kaila! She was amazing and helped us find a perfect ring for our wedding date! Thank you Kaila for your excellent service and favorable personality!

This Zales is huge, lots of selection. We will be returning when it is time to get bands. My fiancé got me a solitaire that has a beautiful band, they have solitaire enhancers here to choose from when you're looking for bands. Good selection for men too, rings and watches.

Got my mom a couple gifts and the service was so amazing I had to get myself something ⭐⭐⭐⭐⭐

Service was good and item returned alot sooner than stated.

An associate asked my wife, who recently almost died giving birth if she was going to "lose any more weight" and we should size up your ring in case you gain anymore, when she brought her ring in for service, shame on you, nasty old lady.

I went in to get my ring serviced. I can not remember the lady's name that helped me. I am horrible with names. Anyways she was awesome. She had such a great positive energy about her. She was very polite and bubbly. It was a way different experience than going to the one on the Westside. Let's just say I like this one a lot better. I'd definitely recommend this location.

1st Update (6 months later): We just left this location, and once again had amazing service! Our online order wS awaiting us upon arrival, and the store associates were very pleasant to help answer any questions we had! 1st Review: After having gone to multiple stores, with horrible shopping experiences each time, we finally found Alex at Zales in St Johns Town Center, and my goodness a great sales representative makes ALL the difference..TAKE MY MONEY Alex!

Great sales person. Great manager @ St John's Town Ctr, Jacksonville Fl.

Recently purchased my daughter's college graduation gift. We were extremely happy with the service and quality of products. Kayla helped us immediately upon entering the store. She was knowledgeable about the products, listened to what we wanted, made suggestions to help our decision, and showed us every item we asked to see. She went above and beyond to help us! Great experience! We were so happy that we were not immediately told we needed to schedule an appointment like other stores are doing. We will definitely return and tell anyone we know that Zales is the place to go to receive great service and products.

The assistant manager Kayla is nothing short of amazing! She is very informational and friendly. I ask for her every time I go into the store. Thank you Kayla!!