Zales Reviews 175

Company: ZALES The Diamond Store (Owned by Signet Jewelers)

Store: 1300 W Sunset Rd Ste. 2521, Henderson, NV 89014 (Galleria at Sunset Mall)

I normally do not write reviews; however, I feel inclined to warn people of this store and ZALES as a company. After the first 6 months of ownership, my wife's diamond fell off her ring during a run. It was heartbreaking when this happened, but Zale's took the ring back and said they would honor their diamond commitment. After the initial drop off (February 2026) where my wife brought in all documents with the ring (Receipt, Coverage, GIA), I received a call that the diamond was being sent back from the repair facility as they were missing documents showing that I purchased the diamond from Zale's. Keep in mind, this was purchased online, and all documents were provided at drop off. After the call, I forwarded the copy to the store of what was requested, which was the receipt of my purchase. The store then resent the ring back to the repair facility (March 2026). A month later (April 2026), I received a call again about the ring being shipped back for missing paperwork! According to the store, the GIA certification that was originally brought in was now missing. The assumption would be if documents were missing the first time, you verify what is required before shipping it off again. Due to this turning into a possible 4-month ordeal, I offered to cover the costs of expediting the shipping of the ring back to the repair facility. The assistant manager at this store told me this was not possible and there is nothing they can do.

I would like to blame Zale's as a whole, but there are 2 separate parties I had issues within my experience. First falls on Zales with questionable and poor craftsmanship of the ring itself (diamond fell off in 6 months). Second falls on the Zales store due to not verifying on more than one occasion the required paperwork before sending it for repair.

My conclusion would be, to stay away from this location and if possible Zales as a whole. A quick review of complaints on the Better Business Bureau, will show you that diamonds falling off their rings is a common problem. Ignore their A+ rating as their customer reviews has a score of 1.

My husband purchased 2kt anniversary band for me at Zales in Dec of 2025 Today I notice that one of the diamonds had fallen out of the ring, please keep mind this purchased in less than 6 months ago, I can't believe that this occurred on something so new. I reached out to Zales and what did they say I would need to pay in access of $200.00 for this to be fixed, I have never dealt with such a shady establishment, I will NEVER buy anything from them again, I suggest you never purchased anything from this company $1500.00 ring that is no longer wearable. Horrible establishment selling substandard product and then trying to make you pay for their shady jewelry

I had a fantastic experience at the jewelry store thanks to Dani! She was incredibly friendly, knowledgeable, and made the whole shopping experience so easy and enjoyable. Dani took the time to answer my questions and helped me find exactly what I was looking for without ever making me feel rushed.

Her professionalism and genuine care for customers really stood out. I highly recommend asking for Dani if you visit the store—she truly goes above and beyond!

I have had a very bad experience with this company that tricked me into paying interest I asked for my balance to pay off my loan with them and I paid in full then a couple days later they send me a check for a refund that I never asked for to they put my account in a position where I will be charged for the interest of the loan they talk you into getting loans that if you pay off before the 18 months are over you pay no interest and then they make it impossible to finish paying the balance off so you will be hit with the interest also I spoke to there supervisor who was very rude and told me there was nothing he could do so basically they tricked me towards the end of the loan so will have to pay the interest there very rude when it comes to solving any situation after this loan I’m never doing business with Zales again lesson learned

Great customer service from the Zales at Summit Mall.

I went to the Outlet in Queenstown MD. From the moment I walked in I was treated like a friend and given so much information about my ring. The price for my repair was very reasonable and the follow up (with before and after pictures) was amazing. It was done a week earlier than expected and my ring looked so much more beautiful. The time and care taken by Justin?? was exceptional.

I want to give a very special shoutout to the warm staff at the Zales Galleria Mall Location Henderson, NV! .. Juvy & Tracey provided more than we ever expected, full diamond analysis, historical data, etc. I have had an account with Zales for 40 years. If you want a great experience, visit Zales first, then shop the rest. I purchased a $6,000 1.97 Carat White Gold ( Cash) for my wife, she has hardly ever recieved anything like this in her life before I came along! My wife has changed, it's amazingly beautiful (crying) .. Thank You Juvy & Tracey! (This is a real testimonial from a real customer 3-9-2026)

I took a diamond gold bangle bracelet to Canton oh store. It was a gift and I took all paperwork with me but I did not have a receipt. I wanted to trade it on on something double the value. I was told it was worthless without the original receipt. It was a gift. Im not going to ask for receipt. It will take my business elsewhere

Bought engagement ring 6 years ago been paying 1 day or 2 within range the phone tells me the bill is going down but then recently I called and my card was maxed out again out of no where I called and they said for 5 years I been paying only late fee and that it was going up each month but phone said it was going down don’t fall for these guys they are crooks

I placed an order on 2-12-26. The order was confirmed and a UPS shipping label was created. For reasons I can't explain, UPS didn't actually pick up the package until today, 2-20-26. Their online customer service text line is a joke. I'll never order from Zales again.

I just wanna give the Norfolk Outlet Store a big thanks. All this goes to Dean and his staff. I’ve been dealing with Dean for around 25 years and will always bring my business his way because of his customer service as well as his advice and professionalism. The staff have also been great, love this store

I placed an order which was supposed to be a gift for my wife on Valentine's Day, and when I checked the tracking info, it stated it was refused by the receiver and was sent back to the sender. I spoke with customer service, and all they could offer was an apology and the assurance that we will refund your money. They had no additional information. No explanation on why it was sent back. Thanks for ruining this special day. I'm closing out my credit card and going somewhere else.

The jewelry was just received and the box was cheaply made. So disappointed in Zales. They seem to be an outlet now.

I ordered my wife the blue topaz ring, earrings, necklace and bracelet for Christmas 2025. I procrastinated as usual and was very pleased to see that Zales online could still ship before Christmas. The first problem that occurred was that during check out my order went from ship to store to delivery to my house. The order came in on Christmas Eve (2 thumbs up on speedy delivery). Once the package came off the truck it immediately was wrapped and set under the tree. When my wife opened the box (Undamaged and untampered with), there were 3 separate boxes inside. She opened each one and only 2 of them had anything inside. Out of the set she only received the earrings and necklace. No ring and no bracelet. So at 8:00am central time on 26DEC2025 I called Zales customer service to make a claim for the remaining pieces. I was to that this had to be escalated and would take 7 to 10 days for the investigation to be completed. During this time no one made an attempt to contact me with any updates. I called several times and was stone walled and told it was being worked on I just had to be patient as the had a high volume of complaints and it was first come first serve. Finally on 12Jan2026 I received an email stating that an investigation was completed and video shows all items being put into the delivery box and shipped so there was nothing further that they could do for me. This is funny to me since the ring box was set up for earrings and a necklace and not a ring. I then proceeded to call customer service and requested a supervisor (Cathy W) and was given the exact same story that was texted to me and was assured that there is nothing that Zales would do for me. I then demanded to speak to her supervisor (Kayla). She asked me to give her 24 hrs to complete an investigation and she would personally call me back BUT THE DECISION MAY NOT CHANGE was her last words before getting off the phone. She did call me back around 2pm the next day to tell me they were not going to send me my merchandise or refund me any money since the video shows everything in the box. They will not share a video with me (how convenient). But did offer to cancel the lifetime warranty that I placed on the products. This was unacceptable to me. Customer service was rude and essentially insinuated that I was making a false claim. I have now initiated a claim with PayPal to get my money back. We quit shopping at KAY because they lost my wife's warranty on her ring that had been serviced there for the last 20 years. Come to find out KAY and Zales are owned by the same people. I will not shop at either store from here on.

I had the most terrible experience I have ever had. We brought a few rings that was on sale. Because the store associates didn't have us to sign so sales cancel our order. We went back to get the same items, the sale was off and they would not honor the price which was not our fault.

Would be 0 stars but not a option.... ordered a gift for Christmas never came but they sure as hell charged me for it... customer service sucks and will be 7 to 10days before they even review where my stuff is at or if im refunded

We visited the Zales Store at the Arnot Mall in Horseheads, NY....we needed our rings cleaned and inspected.....the staff was wonderful; not only did they inspect and clean our rings, they also advised us what to do with a Mother's Ring that was losing gems...just a wonderful experience

Ordered on the 12th. Said delivery would be 24th. Called the 20th to see if shipped. Was told to rest assured it would be shipped and arrive on time because their website was accurate. Called again the 23rd because tracking still said "preparing". After a long online chat, the item had not even shipped. So I requested my order be cancelled. I was told they could only submit a request to cancel because it could still possibly be shipped. Then they didn't want to send an email stating I request a cancellation due to their failure to ship. I called on the phone and that lady sent me an email stating a cancellation request was placed. Then I got an email at 702 pm (they close at 7pm Eastern time) that they apologize for the delay and the item went out but that there was a delay in customs. My question is simple, why was this not updated online, especially if it was a customs issue and their online tracking was so accurate? Anyway they offered me 10% off of my "replacement order". Well if it's delayed, then why do I need a replacement order? And who said I will pay to replace my own order that you lost or failed to ship on time? I will be disputing this charge. And just to describe how much BS this is- I placed an order with Helzberg diamond on the 14th (two days after this order) and the person of that order received it on the 19th (with a 2 day weather delay). Save your money and use Jared's or helzberg or Kay jewelers.

Received white gold diamond earrings 11 months ago as a gift, and a few days ago both earrings broke. On one of them the post broke off and on the other one, one of the diamonds fell out. Husband bought them from Zales online and the online customer service set us up with an appointment in person. In person "customer service" failed to acknowledge our appointment and then very flippantly said oh you didn't purchase insurance? You'll have to pay to have them fixed. We asked, to be clear, someone can spend HUNDREDS of dollars on white gold and diamond jewelry that breaks in less than a year and there's nothing you can do for us? She was smug and told us not if we didn't purchase insurance. I wore these maybe 15 times in the year and Zales doesn't GAF about their customers. They sell garbage jewelry and have garbage customer service to match.

On 12/07/25, I ordered a Vera Wang wedding band that my fiancé loved. This was an online order, which I wasn't really a fan of, and my fears were born out.

I received the order confirmation when I made my order, with no communications from them on until 12/18/25, when I received that they had cancelled my order due to an 'Inventory' issue.

Attempts to reach a human Zales support were meant by bots, no humans. I've given up dealing with them on this issue, or any future purchases.

There is no WAY anyone should take a chance on such big-ticket purchases with a company that doesn't have a reliable inventory control system and no recourse.

To their credit, my credit card wasn't charged, but.....;No Mas!