Zales

"Poor customer service. Being an African American and being judge upon entering the store is a horrible feeling. This experience started in December 2023 while purchasing a cross necklace. Tammy kept asking was my address correct because it has a Saint Johns address.my hubby asked why would I have a fake address. She didn’t take the time to allow me try the necklace on or anything. Our mistake, we purchased the necklace because it was Christmas and it was beautiful. Guess what the necklace didn’t fit. I went back to the store and demanded for the store manager. She was nice and helped us solve the problem. January the necklace goes to the repair shop for an extender. On 2/2/24,I receive the necklace back and this tall white lady with a pink and white coat jacket on was rude while picking up the necklace. When I explained the necklace was not right. She begin yelling at me said Zales gave you a necklace. I told her that is a lie we purchased a necklace and that has two different meanings. I ask for the district manager number and she refused to give it to me. I am supervisor and the whole damn store needs to be fired and get workers in who cares and have great customer service. Shut this place down immediately!!! Updated: Juliana is the store manager. She solved the issue and is very nice. Thank you and I walked away with a smile."

"I'm sad to say but this location sucks. My husband has been buying jewelry from Zales since 2021. We've spent a lot of money with this company. The sales associates aren't friendly. They're very judgy. They don't communicate whatsoever on any situation. I took my wedding ring in yearly January, they told me 2 weeks and it will be done. Two weeks past plus two days. I call and find out my ring is done but hasn't left the repair site, but the repair man did say that it was being shipped out that day. The associate then tells me it will be there in 3 days time. On the 3rd day we call again because we haven't heard a word. This associate tells me that my ring wasn't shipped out until the day before; telling me I have to wait another 3-4 days before my wedding rings gets to come home."

"Man have to say I’m let down….. Bought my wife a a ring for Christmas and it lost 3 stones in 4 or so days. My wife has a lot of jewelry I have purchased over the years for her and never lost a stone in any of it. Brought it back and was thankful that they exchanged the ring. Not even a full day later the new ring was missing ANOTHER stone!!! Went back again and got a full refund at this point because the trust in the product was completely gone. Ended up buying a new ring at another jewelry shop and haven’t had a problem since. Will say the staff in the store are very helpful and was grateful they stood behind the failed product. 2 stars only for the customer service because again the ladies were very helpful during the purchase, exchange, and return."

"After several not so great experiences at the town center location, we decided to try the Avenues location and I’m so glad we did!! After having my ring sent off for repairs 3 different times because diamonds kept falling out, I gave up hope on this ring I love so much. We communicated with Juliana our frustrations and she immediately responded to the situation with grace and professionalism. Not only did she replace my ring, I left the store literally in tears because of her amazing treatment towards my boyfriend and I. Juliana truly made my Christmas (as I was prepared to say goodbye to my ring for another 2 months for another repair) and she is out working miracles for the company! She deserves a raise AND a Christmas bonus. Thank you so much Juliana!!! We will be back because of you!!!"

"My husband and I went to Avenues originally to get our son a build a bear for his birthday but suggested we go to Zales to look around for a ring upgrade as it was our 5th anniversary yesterday. Entering, we were greeted by an older woman who instantly judged us and glanced us over. We are a relatively young couple with a child so we can understand that. My husband had told her we were just browsing for an upgrade for my current ring, in which she looked at it and asked us if we had gotten it there. He had told her no and we had gotten from a local jeweler in California. She quickly shot back that they do not do trade ins and immediately suggested we go to the clearance section. We both stood their baffled that she had even said that, and to add injury to insult, she told us we can sell my current ring on Facebook market place or EBAY of all places to get the money to do the upgrade. My husband was clearly over the interaction and told her we don’t need her help and we’ll keep browsing. Customer service skills were not this woman’s strong suit, or maybe the business had jaded her but needless to say we went across to Kay Jewelers for a sizable upgrade. Never judge a book by its cover, I suppose, but the whole experience was terrible and was made out to feel like peasants or people who couldn’t afford anything in there. We’ve been to Gucci and other high end stores with not this level of judgment. Shame Zales is still even in business. I hope the district manager see this review and does some training or something, and based on other reviews, they’re bleeding their business."