Zales - The Diamond Store

Kim Starlin _{on Google}

May 15th, 2018

I'm pretty disappointed in this store. I can't believe they closed with out informing their customers. Now I have to drive from Traverse City to Grand Rapids to pick up a ring that I dropped off for repair. A phone call or even a notice in the mail would have been the respectful this game to do. How about compensation for my gas money and travel time to come that far? And why can't you pay your ship it to me? This is not my fault it's theirs!!!

Heather Barkman _{on Google}

May 24th, 2017

Dropped my rings off for repair and was told it would take 2-2.5 weeks to get them back. Now, 3 weeks in and still no word, decided to call for an update only to find out the store closed! Never once received a call with instructions on what would happen to my rings, or even a courtesy call to tell me the store was closing. Had I not called, I would still be in the dark! Now, I have to drive at least 3 hours out of my way to pick up my rings from another Zales store, but in the meantime, my rings are somewhere in snail mail limbo. I've never had such a bad experience with something as valuable as my wedding rings. They don't even deserve the one-star rating I had to give them.

Teresa Lopez _{on Google}

Sep 17th, 2016

Closed shop without warning us and took off with our money..now giving us the run around as too where the ring or money is...shame on you

Logic Generator _{on Google}

Mar 4th, 2016

Customer satisfaction is not a concern for this store. I bought a tungsten wedding band in another state from Zales. I bought a life time warranty with the ring. my ring broke about a month ago so I took it in with the proper paperwork to get it replaced. After 3 weeks of no contact from Zales, my wife called the store just to find out that the ring had been discontinued and could not be replaced. we were a bit frustrated by the lack of communication, but the lady we talked to told us that if we found a ring of equal value at the store, we could switch for that ring. I did not find anything that stood out to me so decided to think about it overnight. My wife called the next morning and asked what our other options were, the lady on the phone said she could refund the purchase price of the ring,including the cost of the warranty, and had even asked permission from the manager. we agreed that would be ok and were satisfied. when we went to get the money back the manager was only willing to refund $182 which is the value of the ring alone, but we also payed for the warranty which was $54 and she was unwilling to refund the warranty money. she told us that I had worn the ring for 6 years so I dont get the warranty money back. a LIFETIME warranty. am I dead? what part of lifetime is so difficult to understand? your warranty failed, I did not get what I payed for, I should get my money back, correct? now with all that logic put aside, lets think about store policy, if the store policy is not to give a refund, but to exchange only, then you need to train your employees to follow policy and tell the customer the correct thing from the start. not only did just one employee approve it, but the manager did as well. So, here were your options: just own up to the mistake you and your employee made and refund the money and have a satisfied customer who may come back and spend $1000 on one purchase, or you can squabble over $54 and lose any possible future business from me and any people who I may tell of our experience. You chose the latter of the two options and have lost any chance of future purchases from me.