Zales Jewelers

My fiancé and I wanted to check this location out to see if we can get a good deal on our wedding bands :) After all, it is an outlet. We went on a Sunday so, it wasn’t too busy.
I’m glad we went! The staff was really nice, offered some good advice, and was very helpful. She even cleaned my engagement ring too! We’ll defiantly be back around the next holiday to get a better deal!

Bummed out to write this review, because getting engaged shouldn’t involve crummy treatment and a runaround from practically the get-​go on the part of the diamond sellers. I will give Zales at Village West this… in the store, face-​to-​face, the associates are quite pleasant, hence the two stars versus one. I’m a fairly forgiving, nice person.
I got engaged on a Tuesday night, and I and my fiancé were not surprised to note that the ring was a touch large (that store, and maybe all of them, don’t know, doesn’t stock half-​sizes, so it was a half-​size too big). No biggie, resizing is part of the servicing when you buy the ring. I wore it a couple of days before getting anxious that it would slip off, and fiancé and I trucked on out The Legends on Friday, thinking I’d be able to get it sized pretty much on the spot. Not so. No big deal, once again. Even when I hear them say that it will be two weeks, as they contract with out of house jewelers for servicing, and ship rings off. Never had an engagement ring before, no idea of whether or not this is standard, but others around me say that this is not their experience. Not sure if this is standard for Zales, or if it’s specific to it being an outlet. My fiancé was pleased with the service he received when buying the ring, and received a military discount there, so those were pluses in their favor.
Two weeks go by. It is approaching three weeks. My fiancé is on a military training overseas, and Zales knows to call me when the ring gets in, versus him, since I, by virtue of not being in Asia, would be the one to come get it. I call, because it is nearing the «guaranteed by» date on the paperwork I received when the ring was sent in.
THE WOMAN ON THE PHONE TELLS ME IN A RATHER RUDE MANNER THAT THEY HAVE NO RECORD OF MY ENGAGEMENT RING IN THEIR SYSTEM.
She transfers me to a manager, and he asks for my name spelling, my fiancé’s name spelling, the work order number, all of which I have already provided to the first person I talked to, and then says, after a long silence, «Hmmm. I’ll call you back later tonight. Or first thing tomorrow.» Okay. No call that night. No call the next day. I call back after one more day, and get another snippy person on the phone who says, «Um, we JUST opened. I don’t know what you’re talking about. I’ll have to look at any notes that were left, and call you back.» I was never called back. I called that night when I got home from work. Yet another different woman answered the phone, and said, «I can’t help you, I only work here part time.» Again, I was transferred to someone who said they would call me back, and didn’t. The next day, I called AGAIN. I was told, «There’s a delay. Maybe this weekend.»
By now, almost an entire month has passed, and I have no real idea if anyone even knows where my engagement ring, which I got to wear for only three days, is. I go to the airport to pick my fiancé up from his overseas training, and explain the situation to him. He checks his phone, and has a message from Zales, saying my ring is in. We go to The Legends the next day. The ring is not there. The associate is mystified, because according to her computer, it is in the store. Only it’s not. After much hemming and hawing by the manager, it is determined that someone entered an incorrect work order number, and my ring has not been shipped back from the jeweler’s after all. She overnights it, but due to a holiday weekend, it takes two days… thus my ring being MIA for almost a full month to the day from when it was taken in for sizing.
It wasn’t even the fact that it was gone so long that bothers me. It was the rudeness, the disregard, the failure to provide good customer service that truly bothered me. An engagement ring is a personal thing to be so cavalier and crappy about having «misplaced.» And dodging calls and not getting back to a person is unconscionable. Again, face-​to-​face, everyone was nice. On the phone, total different story. This store would do well to pay special attention to how its associates speak to customers on the phone. Very offputting.