We give a big thanks and kudos to the store manager, Kim Nash, who doggedly contacted person and after person within the Zales organization to resolve this issue: When my fiance purchased my Celebration Fire engagement ring, the salesperson at the Rockford store told him it was certified and there would be a certificate with it. We were told the ring came from another store and the salesperson would contact the other store to get it. It has taken TWO years to get the certification. And, weve been married four months. The salesperson is long gone from the Rockford store. Its ridiculous that it has taken so long to get the certification -- Not the store managers lack of trying. My husband now says he will be leaving the store with any certifications in hand, if he makes another purchase. Lesson learned.

Nice place to browse, very helpful service even though I didnt purchase anything

My boyfriend went in to look at engagement rings for me and upon entering the lady asked him what he was looking for and he told her, she responded “do you even know how much those cost?”, so he just left. He was dressed in some comfy dingier clothes but he still shouldn’t of been treated that way. Zales was one of the only stores that wasn’t super busy with Christmas shoppers and I can completely understand why, they don’t deserve anyone’s business.

I’m honestly not the easiest customer to suit but Kim made it happen for me! I ordered a ring & trusted her judgment and I couldn’t be any happier. She has my business for future purchases. If Zales loose Kim Zales will loose me. Shout out to her and her expertise On diamonds and customer management skills.

All jokes to the side great place.

Kim is the best, my now husband purchased my engagement ring from Zales in 2015, weve never had any issues with customer service...we always go to Kim because weve built a friendship with her. My son just purchased an engagement ring for his gf from Kim as well. Also just a side note, every holiday we get mail that has specific sales going on for loyal customers...we love these deals:)

Theres only one woman that works there that is friendly. The rest make me feel like Im a bother to them. The only reason I go in anymore is to get my ring checked.

The manager Kim I believe is terrible. She never explained the layaway property and left me in a terrible position all to get a commission. They are pushy and rude when dealing with them. I wouldn’t recommend this location to purchase from. I called numerous times for weeks and would always get told the manager wasn’t in and on vacation in multiple place for months. I would never get a call back and when I finally did the manager was unprofessional and rude.

The jewelry is great and reasonably priced. I get the warranty on anything I buy because I have children. Yes, it takes 3-4 weeks to get something sized but you are told up front. Some people are salesmen and others really want to build a relationship. I will continue to shop here.

Great costumer service. Very happy

Every single time my friend has brought her ring in for the 6month(?) inspection that same night/next day her diamond falls out and she has to wait about three weeks for it back. Its no coincidence that the only time her diamond falls out is after they inspect it. Three times this happened so far.

Horrible business, with horrible employees. The Jewelry is nice, and the prices arent bad but the employees are snotty and rude. The warranty is a complete joke and rip off. Got conned out of about $100.00.Please Please Please do not do business with these people!The only nice thing about Zales is their jewelry, but customer service, warranty, credit line, cleanings, and fittings are a complete joke

So, I called ahead to Zales to see if they can clean a pandora bracelet, they said sure bring it in, so I get there and someone ask if they can help me. I told her that I was there to get a bracelet cleaned, she asked if they were sending it out, I said no someone told me to stop in it will be just a few minutes. Her whole demeanor was that she didnt want to do it, so she takes the bracelet and gives back to me the same way that I gave it to her. Waste of my time, I could have gone somewhere else and from now on will. Zales will never get my business again if they dont get this right. And I will discourage anyone who talks about going there from going!!!!!

The staff/manager is rude and not helpful at all, when I called about my ring the manager was short and had no info for me . I would not go back there because of the staff and the service they offer for jewelry sizing, it has taken over 3 weeks now to get my ring sized

Very good service and very good quality in gold and diamonds