I'd give zero stars if I could. This is a lengthy review, but there's a lot to say.
Zales has been disappointing from the beginning. We bought a halo style Morganite center stone with 1/4 karat total weight in diamonds around the stone. We had it re-sized and didn't have the ring for 3 weeks. After just two weeks of getting it back one of those diamonds had fallen out of the halo. My fiance took it in and they told us that it would take 2-3 weeks to have the ring returned, which seemed a little long! (In case you're wondering, Shane Co. does it in a week).
A week later I called just to see how it was going and to make sure it was still on track to be back on the designated date. The lady I spoke to said that "you shouldn't worry yet, it takes 4-6 weeks." I told her that we had been told 2-3 weeks and she continued to argue with me telling me that I was wrong and it was 4-6 weeks. She said that she'd check the system if that'd make me happy. She came back on the line and tells me it was sent out that day, so still 4-6 weeks from that day. My fiance dropped it off a week ago! I told her I wanted to speak to the store manager. I spoke to the store manager, Jack, who was actually helpful during this process. He said that "regrettably" the ring was placed in the return file instead of the repair file and had sat in a drawer for a week. I told him that was unacceptable and that I would not wait for 4-6 weeks for the ring to be repaired and that he needed to honor the original 2-3 week estimate. He agreed and said that he would do that. I called twice a week and spoke to Jack to make sure it was going to be back on time.
Two weeks and five days later the ring is back and ready for pick up. We picked it up and it seemed like it was good to go. A few days later we realized that the diamond that was used to replace the one that fell out is actually smaller and not the same clarity as the rest of the diamonds. In the same week of getting the ring back and noticing the replacement diamond wasn't the same, ANOTHER diamond fell out of the band. I had it with Zales. I called Jack (who knows me by name now) and he told me that we could special order the same ring or get a refund. We opted for a refund due to the amount of problems we've been having in the short time of owning the ring.
We went in to get our refund and were told that the $120 replacement warranty is not refundable after it's been used (also outrageous). The process was short and there wasn't any push back from Jack or anyone else at the store.
Do yourself a favor and go to Shane Co. and spend a little more money but get what you're paying for. That's what we've done and we've been extremely happy with the purchase there. read more
