Let me start with stating that I drove 30 mins to this store. I went in on May with my husband to get both rings repaired. I asked the lady THREE times if she was sure both rings were to get fixed- she assured me yes and it would be about 2 weeks. I came June 11 to pick up only to find out they fixed my band and not my stone on my wedding ring because NO WHERE on the ticket did it say to fix it. Now I have to wait till JULY to get BOTH rings back. read more

Bought a diamond bracelet 11/28, great sales experience. It had to be ordered, be there the next day or two. Went in to check after 2 days, wasn't there, it hadn't been shipped to the store. They followed up, got it shipped. Went in to check 2 days later, the sales person had to go search for it, found it. Requested a safety chain be put on per my original order and purchase - was told it should be processed and back in a week. Checked back in after a week, no bracelet. An assist, after much digging and research found it was complete, but hadn't been shipped back. They'd call me. It's now 4 days later, no call. They do not answer their phones. The voice mail says contact Zales.com. Contacted Zales.com, the saftey chain order was an instore, Zales.com can't access the status and has to email store and they'll email me an update. This is 2025, email. Really? To note, a secondary customer service rep was less than friendly, what bordered on rude. I don't need to be catered to, but politeness goes a long way to get a repeat customer. This has been the worst jewlery purchase experience, I will stick with Helzburg and Kaye in the future. Wonder if I'll see this diamond bracelet before Christmas... read more

Great service selection and value!! Selection is great. Always great value. They are always friendly and knowledgeable.

Came to pick up ring under staffed had to wait Hours to even talk to employee just to pick up a repaired ring they failed to email me about being done very dissatisfied customer bought multiple rings here only to be told to come back also missed daughters cheer comp due to lack of good customer service do yourself a favor and shop Kay jewelers. read more

Zales - This old lady is extremely rude - Jewelry Near Me - Rockwall, Texas

Bought a 2,000.00 tennis bracelet in December and month ago the bracelet just fell off my wrist, took it back to Zales to be repaired and it was kept over 3 weeks, never received a call or email that it was completed, got it back 2 days ago now the clasp doesn't work. Whomever the repair person in clearly doesn't like their job. You are making Zales look bad based on your poor repair and quality of repair. When ask the sales person why the bracelet would have just fell off the response was they don't make jewelry like the used to! You need to hire people that value their jobs and the company they work for for sure, But Kay's is no better so they is not an alternative. read more

I have been visiting this location for about six months now. My visits are very efficient, in and out. I come in with a mission and leave with it accomplished. My husband has upgraded my engagement ring and wedding band at this location with zero hassle. We love Jennifer. She is our girl every time we stop in. I have bought my husband a necklace here with zero hassle. I also come in to get all my jewelry inspected every six months. Zero hassle. I will say the other reviews are not wrong. I can see how some of the ladies are rude/do not want to work there. There is a line/wait most of the time, but not always. The reviews about the high costs for repairs/replacement are also true, but remember Zales is a corporation, everything is marked up. So far, I have not had any issues with my jewelry, thankfully. Keep in mind though, they do offer insurance and inspections on your jewelry for a reason. read more

I have been in several times in last two years. Always satisfied with the price since I know when to buy. Got the wife two bracelets for our anniversary back in December. One of them the clasp won't stay shut and the secondary clasp broke, no big deal. Took it back this morning. They said no problem we will repair at no cost. I mentioned maybe putting a safety chain on the bracelet, ya know about a one inch, if that piece of chain soldered on both ends, kind of a fail safe. The lady quotes me 199.00 for what I know is a 30.00 job, let's be generous and say it's 50.00 but NOT 199.00 I passed on that and based on the experience I will not be doing much shopping (if any) at Zales in the future. In a high note, Very good customer service, all the ladies are very knowledgeable. read more

there's a reason this zales store has so many 1 star reviews. i would recommend going to any other zales besides this one if possible. staff is incredibly impatient and rude and you can honestly tell that they hate their jobs. read more

I was pre viously a longtime fan of the Zales brand, but my recent experience has caused me to want to permanently cut ties with this company. Over the years, I have purchased several necklaces, rings, earrings and bracelets from the jeweler. My engagement set was purchased at Zales (Celebration collection) and the brand held a very dear place in my heart, but I will not tolerate micro aggressions and disrespect after spending thousands of dollars here. Back in late April, the Zales in Rockwall was running a huge Mother's Day Special, and one of the big sales items was a BOLO bracelet. I really loved the bracelet, and decided to move forward with the purchase. The purchase was made in store, and unfortunately there was no more inventory in store for the bracelet, so they let me know they placed the order and it would arrive in two weeks. As promised, I received a call a couple of weeks later to confirm the order was ready for pickup. Later that week, I wore it for the first (and only) time to a wedding. The next week, I went to put the bracelet on again, and to my surprise the bracelet split in half! Surprised, I brought the bracelet back to the Zales store the next day. The manager, Aricely, helped me with my initial order, and helped this visit as well. She examined the broken bracelet and determined that she would just order me a replacement. Before leaving, I asked her if she needed my bracelet, and she told me "no." Months went by, and I realized a few weeks back that I never received a call to let me know my replacement came in. I called and spoke to a staff member that wasn't very friendly at all, but did confirm that the replacement was in and I could come pick it up anytime. When I asked if I needed to bring my old bracelet, I was once again told "no." Last Saturday, I came in with my daughter to pick up the bracelet. After being given the bracelet, another staff member abruptly stopped me from leaving and said that she needed to look up something. After talking to the staff member, she came over and said "we need the old bracelet first." After removing the bracelet from my arm as if I was a common criminal, the manager that initially helped me was on site and came over to help. As they looked through why records, I reminded the manager that both her and another staff member told me that the old bracelet was not needed. Her response was, "we would never tell you that!" I was extremely upset that she would accuse me of theft in the presence of my child and customers. I called customer care while I was there, and ultimately was able to leave with my replacement, but it doesn't sit well that a) I have filed two complaints with their customer care and have not received any follow-up and b) I have located the broken bracelet to bring in, but no one at the store has answered the phone (although I've tried calling every day). This is completely unacceptable. Will never buy any more jewelry from them! read more

Team there was very helpful with initial order, resizing, and support after purchase.

Very disappointed in this store! After my husband has spent $10k or more on on jewelry for me, I can't believe how unimportant we are as customers. Rockwall Zales obviously doesn't need mine or your business. Their slow, not always very accommodating to any customer. We will not be spending another dime in there and plan to take our business elsewhere. Latest incident- my husband purchased me some earrings, he actually purchase circle shaped setting, when he should've purchased square to match. He purchased the extended warranty as well. When we tried to exchange them - we were 13 days over our 60 day limit but they were willing to do an even exchange but wouldn't transfer the warranty nor refund it. So this place lost our business over $140.00 read more

I went into the store in Rockwall to have 3 watch batteries replaced. When I finally got waited on, the representative told me it would be $79.00 each to have a new battery installed. I chuckled and said thanks but no thanks. I went to a more high end jeweler and got all 3 watches done for 41.00. I got the feeling nobody wanted to mess with my battery replacement at Zales. read more

I went in store today to have my necklace, wedding set, and earring inspected. I told the associate that one of my earrings had fallen out of my ear and was lost. I asked about purchasing another earring to match. She stated they would give me half the amount of the original purchase toward a new set if we traded the remaining earring in. Fair enough, right? Even though the back was faulty and allowed the earring to fall out in the first place! Then, she tells me the new set must be TWICE the price of the original set! Wait, What!?! We have been loyal customers, however I will never spend another dime here! The earring should have NEVER fallen out to begin with. Google it and you will see this is a common issue! Buyers beware! read more

I specifically told them not to call, text or email me about my engagement ring. The Store manager lady told me that my ring would be at the store on the 18th. So I wouldn't have to deal with my girlfriend finding out. Well this morning (Wednesday the 15th) I was woken up to a phone call which my girlfriend answered being nosey as it was a unknown number, the lady had asked if i was there, my girlfriend replied "no this isn't him, but he's right here ill put you on speaker." The lady on the other end said "Hi Jacob, your engagement ring is ready to be picked up if you want to come pick it up today." So unprofessional. Ruined the surprise to my girlfriend. I think the staff here are untrained and it's completely outrageous. I do not recommend this store for anyone. After the fact, I called back to speak to a manager, it was an assistant manage, she seemed nice and understanding of the situation, she said herself that she couldn't do anything but apologize for what happened. I told her "Well at this point there isn't anything you could do but make sure this doesn't happen to anyone else." She also said "It was actually the store managers fault because she was supposed to put a note down saying not to call or text." To be honest I don't think you should have to do that knowing the receipt says "Engagement ring" You should have enough common sense to not say something like that when you hear a females voice on the other end. End of the day, proposal is no longer a surprise, I blame Zales and their lack of literal common sense. Didn't know these people didnt have the knowledge to not ruin a beautiful surprise. read more

Went in this weekend to drop off a necklace to be fixed. All 3 of the women were extremely nice and very helpful. They exchanged the necklace for a brand new one instead of having to mail off the old one and wait to get it back. I was in and out in under 5 minutes. I couldn't have asked for a smoother transaction. Highly recommend and will definitely go back! read more

I'm with the other review, they are rude as the Zales at Firewheel Mall. Atleast Firewheel they can tell you how to get to the store. Paid $35.00 for my ring to be guaranteed back in 1 week, when 1 week went by they offered to discount my $35.00 guarantee. I did not pay the fee at all. read more

Horrible company. Seriously misleading advertising. In most people world a "store wide" sale involves everything in the store. Yea, not at Zales. The 35% store wide sale involved only a few items. Totally a ploy to get me into the store. When I asked to talk to manager, he was not there. My correspondence with corporate got me a "gee, Sorry". Wil never walk into a Zales again. read more

Terrible service. Ladies that work there are extremely rude and condescending. They have never been able to update my correct information in their computer system, which I have supplied for them over four times. The repair on my ring took twice as long as it should have and when I called in to check up the woman rudely said that it wasn't ready and didn't even have my information to know who I was or what piece of jewelry I was referring to, when I requested that she look up my order she found out that my ring was already there and ready for pick up. I have been shopping at the sales for 8 years and have at least 6 pieces of jewelry with them and I wish I didn't. I have to go into the store to get my diamonds checked every 6 months and I dread having to walk into this location. I would rather never have my diamonds checked again and I will never buy another piece of jewelry from the Zales. read more

Best customer service every time! Could stay and talk to everyone all day. The other zales have never made me feel more at home.