I visit the store...again as if by divine might, they find my file and see that i was there and that I was suppose to have a replacement....duh....
We do the dance again...8 weeks later...no call.
My wife said this is bs and the store manager said she was going to call Mall security. Please keep in mind my wife is under 120lbs and had my two young sons with her. My wife left and called me from the parking lot in tears from the way she was treated. I had to leave work to drive onsite and I went in to the store myself. The store manager and district manager were there at the time of my arrival. I mentioned to both of them who I was and that my wife had just been in and was mistreated. They both said that is the store policy and would not budge. They would only print off an extended diamond bond form that would reset the policy, but with no coverage guarantee. I had them clean the ring and while that was going on I turned my discussion to the store manager that was incredibly rude to my wife.
I bought a necklace from there... the chain broke, and they said it would be $29.99 to solder it back together. They charged me $34.99 and I wore the necklace two days and it broke again. I called the number on the receipt for the store, and it rings until it picks up and sounds like a dial tone for the internet. So I can't get ahold of anyone, and my chain is broken once again. I will never shop there again.
I own several service oriented businesses and I can say with 100% certainty that this store has the worst customer service I have ever witnessed. I can only conclude from this experience that Zales is a heartless mindless organization.
AVOID ZALES AT ALL COST! (Peoria Store Experience)
I'm now on week 18...no ring...no call....
Same song same dance....can't find any record of me requesting a replacement.
If I could rate this lower i would.
This place is horrible. First off, my wife had to send her ring away for service, as much as she didn't want to. We paid a rush fee to get it back ASAP. The rush fee was supposed to get the ring back in 3 days....it came back in 12. You read that right...12. They kept blaming the jeweler. Fast forward a couple months. My wife takes her ring in for the bi annual check and find out her stone is lose. My wife voices her concern about the last experience and the manager, Julie, assured her it would be rushed and we wouldn't have to pay the rush fee since our last experience was so attrocious. Off the ring goes again....3 days later my wife calls and talks to someone who is probably the worst customer service rep on the planet. The girl had no idea where my wife's ring was and again blamed the jeweler. She called back a few minutes later to tell my wife that the ring was sitting at UPS because she had messed up the label. My wife then asked her when her ring would be back. The all star replied with "I'd rather not say." So then m wife called cooperate, who called the store, only to be told a bunch of BS from Julie. So at least Zales got the "rush" fee down to 5 days, instead of the whopping 12! Good work Zales.
So I call the store and they CAN'T FIND any record of me at all.
Avoid Zales! Problem after problem with this store. Their computers are frequently not working, and various other issues that made my experience unpleasant and stressful.
Now I'm 16 weeks in and fairly upset with the consistent "business" I've been getting from my new wife.
I told her I did not appreciate her trying to call mall security on my wife and let her know I am still quite well connected to various police officers if she really wants to get someone else involved. She said my wife used the word bs in front of customers and I let her know the last time I checked it wasn't illegal to do that nor was it a crime. She walked away and wouldn't even look in my direction again. Once I left the store I called corporate and I explained my situation. The customer service rep checked the policy and when she came back on the phone let me know that the store manager was incorrect on her understanding of the policy. She put me on hold and reached out to the district and store manager to notify them that they need to print out the original paperwork. Then she picked up my line again to notify me that the store manager would reach out to me when the paperwork was ready. I told the customer service rep I still wanted to talk to the district manager for the way my wife was treated.
This company is the worst Jeweler in the history of jewelers.
Now here comes the district manager experience. She called within a few days and leaves a message for me to call her. I am a busy person with my companies so I call her back on the following Monday which is today 2/20/17. I left her a voicemail and she called me back. When I answered I jumped right into my frustration with the experience. I didn't yell and I did not cuss at her even one time. I gave an accurate account of what transpired and instead of following the most basic golden rule of service where you admit your mistakes she does not. She claims that neither her nor I were there so we don't really know what happened. Which is essentially calling my wife a liar. She offers no apology and says that her manager was upset with that situation as well and that she has never had issues in the past with those types of experiences.
Apparently my replacement was back-ordered but no one bothered to tell me.
8 weeks goes by...no call.
Don't buy anything from this company EVER.
I just now got off the phone with a Supervisor...they said they can't find any record of me being there...but they'll look into it...AND THEY HUNG UP ON ME!!!
My tungsten wedding ring broke so I went in to have it replaced on February 8th. They told me it would take about 8 weeks to receive a replacement. I thought that was a little long but okay...they further said they'd call me when it came in.
My wife went to the store last week with my two young sons to get her ring checked and cleaned. While she was there she mentioned to the store manager that she needed the Diamond Bond paperwork printed off again as we moved alittle over a year ago and it might have gotten misplaced. The store manager told my wife that is against store policy and that if we don't have that paperwork there is no guarantee that the $15k set would be covered if a diamond fell out. My wife replied letting her know she used to work there at the store and they printed those out all the time. The store manager told her that it has never happened and that my wife was wrong and an idiot.
I visit the store...miraculously they find my file...but no record of me needing a replacement.
Zales is a US Jewelry Store based in Peoria, Illinois. Zales is located at 2200 W War Memorial Dr, Peoria, IL 61613, USA.
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