I’ve had my Zales engagement ring for a little over a year, and the center diamond setting loosens every single time I wear the ring. Without fail, even if it’s just for a few hours. The stone has completely fallen out four times. I’ve sent it off to be “tightened” three times and every time it’s loose again the next day. Last time I took it in for my semi-annual cleaning and “inspection”, I didn’t mention that the diamond was loose at first just to see if they even inspected it at all. They didn’t. Just cleaned it and handed it right back to me without even paying enough attention to notice that the stone spins freely and the prongs were crooked. Two weeks ago, my fiancé and I went back to the store to have it sent off to be repaired once again. The lady we spoke to in the store actually sounded like she knew what she was talking about, which is a change from what our prior experiences were. She said that the four prong setting is intended for a square diamond, so it’s not holding my round diamond securely. She said she would have them add an extra set of prongs and that should fix the problem. But first of all, why are they selling jewelry that’s improperly set in the first place?I got a call Wednesday that my ring was back, and when we went to pick it up they handed me my rose gold engagement ring, with a SILVER four-prong setting that sat about a quarter inch higher off the band than the previous setting (which looked awful because it’s a fairly simple looking ring). Are you absolutely KIDDING me?! We straight up told the lady that it looked awful and she just said “yeah, the silver is stronger than the rose gold”… Okay but it’s not a silver ring and that’s not at all what we asked for!!! She immediately took it back from me (before I even had a chance to take a picture of how ridiculous it looked) and said they could send it off to be fixed again. A few minutes later she came back and said they would put the original setting back. We had to explain to her that the issue still wouldn’t be solved and we wanted them to do what they told us they were going to do last time. Eventually she said she would have them change it to a six prong rose gold setting and she would send it to the jeweler manager this time.My wedding is in THREE months and it would be nice to be able to wear the engagement ring that has sentimental value and, you know, cost a lot of money. Absolutely unacceptable.

Absolutely terrible experience! Purchased a ring online and it doesn’t look anything like the picture, went to the store to return it and try to find a ring in store. They were rude and rushed me. The store will not match online prices or any discounts! Seriously never ever will but a thing not step foot in that store again! If I could give them 0 stars I would!

Awsome got just what i wanted and service was good 👍😊☺🙂

They cant answer the phone to save their life

Buyer beware!! wish I could give negative stars. The store and their online site are handled separately so if you order online and by chance they send the COMPLETELY wrong ring, theyre is absolutely nothing anyone will do for you. They just say oh sorry but wont give a discount or anything. Now Im paying more for my wedding band because Im not getting the same sale AND I wont even have it in time for my wedding. Worst jewelry store EVER!!!!!!

Beautiful bracelets and charms... Love their selection!!!!

I would give Zales zero stars if I could. What ever you do do not buy from Zales. I ordered a ring in Dec with the knowledge that it was on backorder and I would get by beginning of March. Didnt come until the middle of March and my mothers ring ce without stones. They reordered it and now it is stuck in limbo at the special order department waiting for them to open back up. I dont see why one or two people cant check rings and send them out to customers! Plus the manager at Fairview Heights location NEVER returnsy calls!!!!

Nothing at all... Went in to ask a question about getting my baby some earrings and was completely ignored and asked to be quiet when I said excuse me maam.

Good deals, however, if you send a ring to get resized expects the timeframe they give you to be A LOT longer. What really made me give a bad review is the fact they never answer calls. EVER. Since they didn’t answer my calls throughout a week timeframe; I went up there and the sales ladies were sitting in the corner laughing, yet they couldn’t answer my phone calls??I’m EXTREMELY dissatisfied with this company.But, Patricia is a wonderful customer service saleswoman. My ring was going to arrive late right before I went to another country and she got my ring back and resized within a reasonable timeframe.

Worst experience Ive ever had. Started with taking longer then what they say to receive my item, then within 2 weeks 2 of the prongs broke that held the center piece. Took it to this location to have repaired was promised it could be fixed, got it back a few days later then was told I would, only to be told it couldnt be fixed. Had to wait about an hour to get my money back and was told I wouldnt be refunded until it was returned to there main warehouse. Never again will I buy from this reputable jewelry store

As a company I give this a one star. Up to 30 days for you to see your money back in your bank account once you make a return. Oh, and you cant lose that 1 piece of paper the store gave you. Customer service has no way of verifying anything and will call the store to see if they can do it. When I came to this location twice (pick up and then return) I was there for 25 minutes walking around while associates hung out and talked about their sex life. I ended up standing in front of them telling my boyfriend what was pretty and they kept talking. At time of return everyone had a customer so I was patient. Then another associate got someone from the back. That was a 10 minute wait which was the best part of my experience as a whole. I will not be back. And this company is also owned under Jared and the other major retailer. Disappointed completely.

Me and my husband will forever use Zales. Kays missed a very large sale today that went to Zales. Linda the Jewelry consultant was the sweetest lady she helped us and was new but she did a wonderful job. The store Manager Julie Wiegand went above and beyond more tha she should ever have too. They made us feel like we were family. We had a very satisfactory purchase and will make more. I will drive for miles just to get the customer service that these 2 women provided. I say thank you both again.

Have not had a lot of experience with the company as a whole. But they need to do some serious clean up with their Fairview Heights store inside the St. Clair Square. Ive been in there twice now to try and find a band to match my engagement ring and both times have had terrible help. This second time I had a woman named Andrea was completely rude and barely helped me. Kept telling me what I wanted just couldnt happen and I should do something else. I plan to go to a different store in St. Louis and hope for better help.

Always helpful

Customer service is amazing love shopping there.

Horrible customer service and workers! I received a gift from someone which I decided to return. Store receipt clearly states original receipt within 60 days in order to return in same form of payment. The person paid cash. While trying to return the store clerk makes up her own policy and tells me that they will have to mail a check for the cash paid to the original purchaser which could take up to 3 weeks. They cant give me the cash because Im not the original purchaser. How stupid & indignant to have a policy for returns not stated anywhere on the receipt. This is just a way to deter returns. I will never be purchasing anything from this store in the future! I see why they have less than 2 stars

Returned an item on 9/17/19 waited over 3 weeks to get my refund back on my debit card. Called the store they gave me the number to call to get more info. Still waiting to find out what is going on and when will I get my money back.

Great selection of jewels and prices are a little high, but at least they have pretty good sales. I would recommend this place to those looking for jewelry for special occasions.

The store at St. Clair square doesnt even deserve a single star! I took 3 of the watches our university gives to retirees into their store to have new batteries installed (we did not buy the watches from them but Zales is an authorized dealer so I knew they would have the right batteries) Andrea replaced the battery for 1 watch for free but the they didnt have the batteries for the other 2 watches (these remaining watches were slightly different from the first 1) Andrea attempted to do a rush return at $35 per watch but I told her I only the 1st watch back that day. She gave me a claim ticket for the remaining 2 watches with a 12/11/17 return date. I went into the store on 12/15/17 and they didnt know where the watches were. Stephanie needed help even locating the phone number to The Company they sent the watches off to AND when she finally located it Stephanie told me it would take some time for them to track and that she (Stephanie) would call me in an hour - that was Friday.Today is Monday 12/18/17 and no one has called all weekend. I called at 11:15pm Andrea answered talking very fast (I had to interrupt and try to get a word in but she was in full argue mode) and with many excuses sorry we didnt call you and I sent in one ticket but I didnt sent the second one and I just did that today. ARE YOU SERIOUS? She blabbered away telling me everything except when the watches would be in THEN SHE HUNG UP THE PHONE!!!! I have been ON HOLD with their corporate office in Irving Texas for 14 minutes and counting. Ill write another review once I find out how they plan to handle this complain.

3rd time I have came to this store and the sales associates just look at me and wont help me. Then have other customers walk in behind me and they get service would not recommend to any one unless your just looking. They dont want to hep repeat customers. Kays will get my business from now on!

Staff was excellent. Store nice and clean.

Lies to customers about their resizing policy. Forced to exchange my engagement ring for something completely differentThis company is dishonest and will do or say absolutely anything to close a sale.

I bought a lifetime diamond bond at the time i bought the ring that i had to buy again to get my wifes ring repaired patty tells us we will have it back in 2 weeks that was 4 weeks ago an she wont return phone calls patty also tells us that she is in charge that theirs no one over her we can talk to, to even find out where it is she doesnt know we dont know she doesnt even know the hours that the place is open

Just wow. Messed up our whole ring experience!

Will never shop there again

Great shopping experience

Horrible service rude employees