I really hate to leave a negative review but I'm beyond frustrated with this company. My husband purchased my engagement ring and wedding band from Zales with a warranty 3 years ago. The week after I got the engagement ring, a diamond fell out of the band even though I had been extremely careful with it. I took the ring back to Zales and they sent my ring off for repairs claiming it would take about 6 weeks. About the time the ring was due back to the store I receive a call saying it was going to take another 4 weeks... I finally received my ring back after almost 11 weeks. As per the requirements of the warranty on the ring, I have to take it to the store every 6 months for an inspection and a cleaning. In the past 3 years my rings have had to be shipped off for some sort of repair almost every single time. My ring is from the Vera Wang Love collection and has 2 blue sapphires near the bottom. 6 months ago back in Jan 2017 it was shipped off once again for one of the sapphires falling out. When I received the ring back the sapphire was replaced with some rough piece of black rock that in no way resembled a sapphire and didn't even fit into the ring correctly. Fast forward to 1 month ago.. it was time for my 6 month inspection and cleaning and I was happy knowing that it would all be done the same day because it was one of the rare times that no diamonds had fallen out of my ring. So I took it to the store and the employee takes it to the back to clean it. When she comes back she informs me that during the cleaning a diamond fell out of the engagement ring AND the wedding band and they would have to be sent off once again. So I agree and move on. Yesterday I received the call saying they are ready for pick up. I go to the store today and they give me my rings. I immediately notice something is wrong. After further inspection... the engagement ring they gave me IS NOT MY RING! On top of that.. the engagement ring is missing 3 diamonds now... at this point I am livid and super confused. How could they send my ring off missing 2 diamonds and I get a completely different ring back missing 3? The sentimental value of my ring has been completely destroyed. Of course I received barely even an acknowledgment or an apology from the store employee and was simply told I would be notified when the ring was ready to be picked up again. I would not only never recommend anyone ever shop at Zales, I will adamantly let every one I know what a terrible company you are and beg them to never step foot in your doors. My husband and I both deeply regret purchasing jewelry from you and only wish we had the financial means to purchase me a different wedding ring so we never had to deal with your horrible customer service and cheaply made product ever again.

My fiance purchased an engagement ring online. The ring was beautiful and about a week after I received the ring a prong and a diamond fell out. So me and my fiance take it to Zales. The lady who helped us was very rude and told us that the diamond was in fact there and it had just had a broken prong. I am very upset cause it clearly looks different. She said that it looks bigger online. She also said that someones people buy cheap rings and come into the store an buy more expensive rings. I don't want a different ring. I was happy with the one I received. I would not recommend this store to anyone. HORRIBLE.

my wife bought a $877.92 gold bracelets on her birthday 03/11/2023 & wanted to wear it for special events & did for 3 occasions but one the parts fell & cant find it .....went to the store & the manager agreed to replace it & do the right thing and asked us to come back the next week to get the new bracelets replacement so we did & before he give it to us he got on the phone & said C.S. told him not to replace it, sorry 877.92 sorry..... Shame on them

Messaged & asked to update my address. I transposed the numbers on my "newly" purchased home address. They wouldn't do it even though the ring HAD NOT SHIPPED!! Sent me a link to UPS that did not even work!! Will NEVER buy from Zales again. Thanks so much the caring assistance. 😡

Chanel from store 1194 went above and beyond to help my husband and I on Saturday June 17th with an issue we were having. I had thought I had lost my booklet with all my paperwork dating back form at least 18+yrs. She had spent about 2 1/2 to 3 hours with us and was able to find everything that we needed to get by incase we couldn't find our booklet. She is truly an inspiration and truly knows what customer service is all about. We will definitely be more than just a 6month for cleaning customer, we will be in all the time. Vincent also truly helped us the best he could. He definitely has great customer service. We are so thankful to you guys.

Daniel at this location assisted us with amazing customer service. Would definitely recommend purchasing from this store.

Very happy with Heather's customer service. She did outstanding when I'm in town. I will definitely be back. She helped me with my return, no hassle.

Heather at this store was fantastic! She took a very frustrating and upsetting situation regarding my wedding ring and worked hard to be sure I was happy. I'm very pleased with the service I received in store.

Heather was the most amazing Zales manager I have ever came in contact with. She was beyond helpful and made my life SO simple! She is extremely knowledgeable and so kind. This will be the store I keep coming back to because of Heather!

Staff here is amazing! I love having staff who remember my likes and dislikes even after months of not seeing me. They make wonderful suggestions that match my taste and budget. You would never expect such personalized attention from a store in a mall!

They your best friend till you put in an insurance claim .. Im like dang I had it 2 months and we like it. I thought you said I’m covered if we bring ring in every 6 month to examine. But it did get fixed , just with sales rep attitude. 3 ⭐️s.

It was great! Victoria T was very helpful I got my first diamond earrings and she was so informative and not pushy at all! Will be back!

I sent some rings off to be resized by Zales. This time the repair took longer than usual and each part of the set came back independently. Each time, Chanel assisted me and thoroughly checked them in, asked for my ID, then took pictures, and checked them out. Today I picked up my last piece and she was there. She was very pleasant and thorough. I have a lot of confidence in this store for purchases and repairs because of their staff. Thanks Chanel.

Victoria was fantastic in helping me find my perfect dream opal necklace (October baby here!). When there was a problem with my chain, she handled it with such grace. I highly recommend her and tell her I said hi!

My fiance and I came here to look at wedding bands and Victoria was amazing! She was super helpful and she made sure to show me the styles I liked for the price range we had. We definitely will be coming to this location from now on for all our future needs instead of Penn square mall's location!

Went here a week ago and was helped by Heather , took me straight to where I wanted to look at and show me a few pieces. She was super friendly, and her customer service was great as I was her personality. I love the experience and definitely will be back.

I had the pleasure of meeting Daniel today, and his customer service was/is awesome!!! Daniel was very knowledgeable and I wish him well with all his endeavors!

Outstanding customer service. My wife and I brought her engagement and wedding ring in for resize. We were a little paranoid on sending off the rings due to the horror stories of the diamond switching scam. Chantelle Heather and Daniel all did an awesome providing us with good service and assurance. Pictures were taken before and after and the diamonds were also tested. Thank you Zales at quail springs mall.

We have shopped with this zales the past year. The last two visits we have went in and girl named Stephanie or Bethany (can’t really understand her) has been one of the most hateful people We’ve ever ran across. Both times we have been lied to. The first time she miscalculated our total. I had to show her basic math on the calculator then she was on the phone with her manager for over an hour to check us out. This time we wanted to exchange a wedding ring and she told us we couldn’t exchange for the one we found in the pre-owned/clearance rack. They have never expressed that before. We then called the zales at Penn square to see if they could confirm this. We spoke to their manager, who was amazing, they said we can exchange out anything at their store it doesn’t matter pre owned or clearance. Bethany or Stephanie I feel like just wanted a commission off a full price sale and this zales has lost our business forever. Having a family of 3 girls who shop with them every birthday, holiday, and anniversary. I hope they miss our sell and I really hope they evaluate this employee and her integrity.

Heather, the assistant store manager is wonderful and her customer service is 10/10! Helped with with all of our questions with my wedding ring and band!

Heather the Assistant Manager helped us with a necklace sizing in a timely professional manner. We appreciated her help and her ability to make this process easy.

I was in earlier today when I was greeted by Heather, as soon as I walked in definitely a good associate to have, well knowledgeable with her jewelry and her sales she sold me a set of earrings that I loved great customer service well, that will be returning and telling my friends

Never seen more than 2 employees at a time and sometimes only one is trained and they have to train the other person so even longer wait time. Some don't even bother to greet or acknowledge you on arrival, just leave you waiting. It's constantly different people every time I go for jewelry inspection and it's consistently poor service. I dread going in for the 6 month jewelry inspection because I know I'll be wasting a lot of time just waiting. They should let people schedule appointments and have one person dedicated to working on those inspection appointments each day. I have had to get the stone replaced on ring multiple times and had a necklace chain break in less than a month after purchase so I will not be making any more jewelry purchases at Zales. The last time ring was brought in for repair they claimed I missed the 6 month inspection and need to do that and then wait 4 days to bring back for repairs. That is a lie, I went for the inspection on time and have the receipt confirming inspection, unfortunately I was not the one who brought the ring in for repair so could not show them the receipt and now have to my another trip there and waste more time.

Zales Jewelry is straight trash! They sold me a gold ring that dented and literally split. Then said they would replace it because the metal is soft and will just do the same thing again. But then they wanted to charge me another $80 for a new warranty. Meaning I would have to pay $80 every time to get a replacement. I will NOT be purchasing Jewelry from them ever again. Oh and the manager Heather is rude!

Husband bought a necklace for me at this place. A couple of weeks into wearing it a small part of it turned black. So I was thinking it was fake. I go back to complain and the lady there tells me it isn’t fake and states in other words that it’s probably from make up, hair spray, or mousse. After telling her I hardly wear any of that, and I’m wanting my money back at this point. She states she can’t do that. She wants to send it off to be cleaned and wants to charge me for it. After a few more minutes of debating, she offers to clean it. When she finished cleaning it, looks brand new again. I leave convinced problem was resolved. Well after that incident I take it off as soon as I get home and put it up. Well guess what a few days later it turns black again!!! Never buying from any Zales jewelry place again!! Now I have bought and worn necklaces from different jewelry stores and have worn them for years without taking them off and they have NEVER turned black !! Very disappointed with this purchase. Won’t happen again.

Closes at 7pm on a Saturday night. Google says it's open till 8pm. The sales person said they have been trying to change it. Keep the store open during peak shopping time or close the doors permanently

Sales team there is awful. Particularly if you have do anything involving Dakota just walk away. We are taking our business to Kay. After 3 weeks of trying to work with zales at this location we have gotten nowhere and wasted a lot of time. Went over to kay and in 24 hours they got us 3x farther along in our purchasing process than zales had.

Do yourself a favor and avoid this place like the plague! I genuinely have no words to describe the terrible experience with this place. I disregarded the negative reviews and I regret it immensely. Go somewhere else, Timbuktu if you must but not here.

So far I have had an alright experience. My first ring was stolen within the first year and instead of replacing it like we thought they would, they gave us the purchase price to spend on another ring. My husband was able to buy the same ring again, but it was a lot more expensive and he had to pay for the warranty again. They are good about sending them off. My white gold ring turns into a gold color really fast so they have had to rhodium plate it numerous times and it takes forever. I've gone more than 6 months without having it inspected and they kept me on the warranty. The really annoying thing about it is that you have to have your paper with you to get the warranty. This makes it super inconvenient. If we get another ring we wont choose here.