Zales - The Diamond Store

Category:	Jewelry Store
Address:	1101 Melbourne Rd #3, Hurst, TX 76053, USA
Phone:	+1 817-284-1469
Site:	zales.com
Rating:	3.2
Working:	10AM–9PM 10AM–9PM 10AM–9PM 10AM–9PM 10AM–9PM 10AM–9PM 12–6PM

Location

Photos 15

Reviews 4

Darla Koulavong

For the past month or so Ive had a horrible experience with Zales. Before I start this novel I do want to emphasize that much of my career focuses on customer service so I try and give employees benefit of the doubt when things cant happen the way I assume they would, but I feel like in this scenario the ball was dropped way too many times. Im writing this in hopes that my fiancee and I get some type of reconciliation as our perspective of the brand is pretty much ruined. Everything that transpired so far started at the end of November. My now fiancee and I were shopping for rings, so I went to Zales immediately since my mother is familiar with the brand and has bought many pieces of jewelry from the company over the years. After browsing online I saw this absolutely beautiful morganite ring that I wanted to see in person. Black Friday came around and I thought, "Meh, I might as well take a look now". So I went to a Zales store and tried it on. The color and style fit my taste perfectly. I fell in love! Now I am aware that my hands are thin. My ring size is a 4.5 and I would have to have it resized no matter what. So when the salesperson followed up with me I asked specifically if the ring could be resized to fit my thin finger. With no hesitation he said yes and confirmed that it wouldnt be a problem. I went home that night and told honey that my choice was definitely the one. So being the great man that he is, he went in the next day and bought it--with a protection plan. We decided at that point that we were going to be married soon and got engaged. (yay for us!) Of course, the ring he brought home was the display and not a 4.5 so we went back the next day to send the ring off to be resized. A lady by the name of Linda helped us out this time. We were notified that resizing typically takes 4-6 weeks, but if we paid extra we could get it back in 10 days. Excited as we were, we decided to pay extra for the rush order. Because my fiancee had just purchased the ring and protection plan (which included free resizing), the purchase was not completely processed yet so she wasnt able to comp the resize pricing. She said we needed to go home and get our plan number and then come back. I asked her if I could go home and email her the purchase plan number while leaving the ring to save us a trip and she suggested something else instead. She told us that she will have to charge us the fee today, but if we come back when the ring is ready and have our paperwork and id number then, they would be able to void the charge and it would be free. Fair enough. So we left the ring in her care and waited for the resizing to finish. She also told us that there would be notification when the sizing was completed and back at the store. Day 10 comes around and I get a bit anxious. I ask honey to check the status of the ring and online it says that its still processing. At this point Im not too concerned since even mail tracking doesnt update until its been delivered this time. The next day we check the status again and see that it hasnt changed. This time, honey calls the store, and then calls me to deliver the bad news. 1) The ring is back, but is still a size 7. The jewelers said that they can only resize 2 sizes down from the original. 2) What Linda told us was incorrect. We could not get the charge voided (had the ring been resized) upon the paperwork present at pickup. 1/x Im pretty upset at this point. I asked to make sure the ring had the ability to be resized prior to purchase, as it effects my ability to even wear. We also chose to pay an expediting fee, but had no communication about the ring arriving back at the store or anything at all for that matter. But theres more. I get a text from honey a few minutes later stating that the original salesperson, Natalia, had left a voicemail apologizing and stating that she had already special ordered a ring in my size and that I can wear the original as a loaner until my ring comes in. Well, okay fine. That is a much better alternative then being out of a ring.

Michael Cassidy

This is a long review so just a quick preview of how long this negative experience has taken (I looked it up to make sure) : Ive had 17 phone calls resulting in almost 7 1/2 hours on the phone, 8 in store visits, 3 Internet chats with representatives, and I STILL dont have everything resolved. If I could give zero stars I would because this has been the worst experience of my life. I bought my now wifes engagement ring at this store back in October 15 and I have never had so many issues with any company, in any industry, EVER. The list of issues Ive had here include every single thing you could possibly think of. This review may make me come off this way, but I am by no means a negative person and do not post many reviews, but going with Zales has been such a headache and I post this with the hopes of saving someone else the heartache. To start off, my ssn was put in wrong and it took five months (6 separate occasions) to change it correctly, my supposed balance is constantly both existent and adding up even though I paid it ALL off back in March. Ive tried fixing this forever un-ending balance practically since I bought the ring l. Make no mistake, every time I try fixing this, I always show all of my receipts proving I made all of my payments on time and that Ive paid in full, yet they STILL say I owe money. I actually received a phone call saying I should call back with my attorney since Ive "missed several payments and have an accruing balance". This review is already long enough and since its such a stressful situation there are tons of grammar errors in this review, but everything Ive mentioned is barely touching the surface of what Ive gone through. Zales is terrible. Completely and utterly terrible. This has ruined and tarnished the whole experience for me. SAVE YOURSELF THE TROUBLE. DONT SHOP HERE

Ben Stanley

Deon was great. That is the only good thing I have to say about my experience there. Dropped a watch off in December to get the battery replaced and sealed. Its a dive watch so they sent it off and told us it would be back Jan 11. After numerous phone calls over the course of 4 months we finally got the watch back yesterday, April 24. AND they charged us $25 for the repair. I felt it should have been free for all of the grief they have put us through, but my girlfriend didnt want to make a scene. My best advice is DO NOT GET YOUR WATCH REPAIRED HERE! Or for that matter do not shop here. Management doesnt care and has a horrible attitude! Take your business elsewhere! There are plenty of jewelry stores to choose from.

Aubri Teague

I called this Zales after having a difficult experience special-ordering a wedding band at another location. I was assisted by a manager named Ron who sorted out my issue immediately and took measures to ensure that my ring would be completed with plenty of time before the wedding. I am so glad that I called them up, because I love this ring and I almost had to search for a different one at another jeweler. Thank you, Ron!