Zales Jewelers

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Zales Jewelry Ruins Credit Scores
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Make sure to read this before you decide to purchase any item requiring financing at Zales or

Just to let you know that before I decided to write this I tried to resolve my unfortunate issue with Zales and Citi (Zales’s financing bank) directly. It is apparent to me now that neither Zales nor Citi are willing to help abiding by some of the worst customer service rules and regulations you’ll ever come across.

Here is what happened:
In 2007 I purchased a diamond wedding band for myself (ITEM #: 17762659) which I decided to finance through Zales financing company (Citi group). They asked for 10% deposit and I was on my way with a brand new diamond wedding band that I thought would last me a lifetime. Not so fast! When I came home my wife noticed a small damage in the setting where diamonds are set in the ring. No problem I thought, Zales should help me with this by exchange this ring for another. I went to 3 other Zales locations and I noticed that every single one of these rings had the same problem with the setting and they were all damaged just the same. I decided to return my purchase back to Zales Diamond Jewelry store for a refund as I had the ring for less than two weeks in my possession. I did not go back to the original store I purchased the ring from, because I live in Los Angeles and I purchased my ring in San Diego, but that shouldn’t have matter I thought. So within about 2 weeks of my original purchase I returned the ring and was refunded back my 10% down payment at the Los Angeles Zales Diamond Jewelry store location where I returned the ring and was told by the Zales store manager that I owe nothing to Zales and I can comeback anytime if I decide to buy something else (something I am not planning to do ever again and would not recommend to any of you reading this post).

The problem:
I received a statement from Zales about 2 months later stating that I owed them around $90.00 in interest for the time the ring was in my possession which was completely ridiculous since I returned the ring within 30 days of my purchase and should not owe Zales anything. So I called Zales’ customer service and after speaking with a few imbeciles who had no idea how to address the issue I was able to find an actual person who understood exactly what happened and who told me on the phone that the problem is now fixed and I should not worry about anything from here on out. Obviously if that was the case, this particular post would never have taken place.

It’s 2009 and the problem is getting worse:
I tried to get a loan recently and I was informed by credit bureau that Zales reported that I was over my limit on my loan and that I was past due 30 days on my payment. WHAT?!?! “Are they serious” I yelled?! How is that possible that I owed money on something that I did not own? How is that possible that after being told by Zales Diamond Jewelry store manager that I owed nothing at the time of returning my wedding band and after being told by a customer service representative the same thing that I owed nothing to Zales I am to find out that Zales reported to credit bureau that I owed them money and was late on a loan? This is preposterous! This is ridiculous! This is madness! Zales and Citi are out of their minds to report such inaccurate information to the credit bureaus. Guess what, they blamed me for this mess.

Resolution or lack thereof:
I decided to use social media channels to address this issue. I twittered about my unfortunate problem and got connected with Zales’s Twitter representative This person directed me to the credit bureau that should have helped me with my problem I thought. So I spoke with Citi and they told me that they’ll review my problem and will let me know of their findings. When I spoke with the rep, I specifically told him, that before any final decision is made I’d like to make sure that I am contacted of the findings and allowed to provide additional information to help address and fix this issue should the finding be inaccurate or insufficient. Well nothing of such sort happened to no surprise. I received a letter recently stating that the report could not be corrected due to “no errors on the banks part”. REALLY?!?! NO ERROR ON BANK’S PART?!?! WHOSE ERROR WAS IT THEN?!?! As I was told by the supervisor of the customer service supervisor (that’s 3 levels up from regular customer service rep.) the error was mine. They informed me that I should have made a payment on the bill I received even though I no longer had the ring in my possession and then wait until it gets posted and then request a credit back because I returned the ring and if the credit wasn’t issued then I would have needed to call back and ask for it again. Is this a normal way of doing business? Is this how returns are handled as a normal practice? Is it customer’s responsibility to make sure that Zales and Citi work out their issues with billing? Now that I talked with Citi again I am being told that I have to go back to the store where I returned my ring at and ask them for a record of when my ring was actually returned. REALLY?!?! I don’t remember which store I went to, but Zales does not have that information either. Nor do they want to research themselves when the ring was actually returned, but they definitely know that it wasn’t a bank’s error.

In closing:
I will make sure that the people I work with, friends with or talk to are all aware of the horrific business practices of Zales and Citi who ruin people’s credit scores and credit bureau information should they decide to return their purchases back to Zales Diamond Jewelry store. However to avoid similar problem that I ran into, I could simply advise them (and all of you) not to do business with Zales Diamond Jewelry or so that they would not be disappointed by the conveyer manufacturing of their Diamond Jewelry that has more quite a lot of defects. If that wedding band was actually manufactured from the beginning with no defects all this frustration could have actually been avoided. DO NOT DO BUSINESS WITH ZALES. COM OR ZALES DIMAOND JEWERLY AS THEY WILL RUIN YOUR CREDIT SHOULD YOU DECIDE TO RETURN ANY OF THE ITEMS YOU BUY!!!
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Holleigh on 07/25/2013:
Thank you. You just saved me so much.
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Lost Wedding Ring
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TUKWILA, WASHINGTON -- My diamond wedding ring fell off my band after a week that I had taken into the jewlery store for the semi annual inspection. This was February in 2010. They promised me my ring back by the end of March. Well April came around and I called to see if my ring was back in and they told me that we had picked up my ring already which we knew never happened we were in cali the day that the ring was picked up. Then she told me we will figure out who picked up the ring. After a week later and no answers she tells me that they are investigating who picked up the ring so now they will have to order us a new ring. By this point I was pissed off and they were not sympathetic at all. all she could say was sorry we will take care of it. Then another few weeks almost a month went by and they called to pick up my ring. I get there after a 45 min drive and the ring was not the ring we had bought. So again I was pissed again and all they could say sorry..2 weeks went by again and they finally got my ring in. Do you think they had the right diamond for the setting this time? Hell No!!! She tried giving us a lower quality diamond than the one we had bought like we wouldn't notice it. The store manager promised to get us the right diamond after all her sorrys and after the trips I made back and forth. finally 2 weeks later may2010 I got my ring back and all they could say was sorry have a good day!!! I will never ever go to the southcenter zales ever again...and I have no choice but to find a different zales due to my insurance to protect our ring.....Sincerely One pissed off Wife!!!
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Tall Shopper on 10/18/2010:
A friend of mine comes from a very affluent family, as does her husband. When they got engaged, they went to a jewelry store together. The ring was real gold, but the "diamond" was actually synthetic. I am a close friend that the bride told , but even her stuffy family thinks she got a big expensive diamond. You can't readily tell the difference anyway. The couple saved thousands of dollars. They used the money they saved towards the down payment on a house. The moral of the story here is that losing the stone in an engagement ring would be much less painful if you knew it was synthetic. Their friend at jewely store said about half of their engagement rings are sold with synthetic stones that are far less expensive that real diamonds.
Inat on 10/18/2010:
what does that have to do with anything, Tall Shopper? first, most people can tell the difference between a huge fake diamond and a huge diamond... the fake ones sparkle WAY too much. Anyway, to the OP, sounds like a run around but thankfully you got a resolution. Did you happen to get a certified ring that showed a pic and rating of your orioginal diamond?
jktshff1 on 10/18/2010:
Good info, Zales, Gordons and others like them are the Walmut of jewelry stores. Use a local jeweler. little more, but worth it.
Tall Shopper on 11/05/2010:
The lesson learned here is to have a synthetic diamond, not the overly costly import. You can replace the stone with a synthetic and use the savings difference to pay off debt, buy a house, or something far more meaningful than a piece of jewelry. The synthetic stones are so realistic that no one can tell the difference except under a microscope- and even some jewelers have a hard time with that. A friend of mine works in a major jewelry store and she says couples get synthetics about half the time. If you lose the synthetic you don't feel as bad because of the lower cost.
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Damaged Watch band and other bad practices
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INDIANAPOLIS, INDIANA -- Zales in Castleton Square Mall has been an unreliable, dishonest, and irresponsible business. I purchased a new movado sports edition watch in 2/05. In 11/2005, I had two problems: 1) the watch stopped working; 2) the metal face was severely scratched despite only occasional weekend use. We took it back to Zales and they sent it to Movado to be repaired. I was told it would be ready by Christmas.

It was not ready by 12/05. I called back in 1/06 and they said it still wasn't ready. I called back in 2/06 with the same story. I called back in 3/06 and found out the store had received it on 12/31/05 but neglected to call me nor look for it the many times I called to check on it before. I WAS WITHOUT MY WATCH FOR 3 MONTHS WITHOUT REASON.

At this time, the watch functioned well, but the face was still scratched. I asked them to buff out the metal face (a common practice), and they said there was a small risk to the lens. I said that was OK. When I received the watch back, they severely DAMAGED the rubber band. THEY FORGOT TO TAKE THE BAND OFF BEFORE BUFFING THE METAL FACE!!! To add further injury, they began to lie, stating that the band could not come off. I SHOWED THEM THE BAND EASILY CAME OFF IN 1 MIN.

Zales in Castleton Sq. Mall claims it is not their responsibility and are not going to reimburse me for the absolutlely ruined movado watch band worth approximately $150.

I am complaining because:
1) They neglected to tell us the watch was repaired for 3 months despite repeated phone calls (too lazy too look? to call?) This is completely IRRESPONSIBLE.

2) They damanged the watch band, something anyone who has ever worked with watches would avoid by taking 30 seconds and removing the band. UNQUALIFIED.

3) They lied about their services to cover their mistake, stating the band does not come off; since when?!. DISHONEST.

4) They refuse to stand behind their mistaken services and replace the damaged product (watch band). UNRELIABLE
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Brenda Leah on 04/09/2006:
I bought my fiance a watch, I THINK from Zales (like 90% sure), and it sometimes stops working too! Hmm wonder what's going on there. It's not a Movado but I did spend 400 bucks on it so it shouldn't be doing that. At least it only stops for a little big then starts back up again.
Ponie on 04/09/2006:
Brenda, I hope the watch you bought wasn't a self-winding unit. Sorry--my bad--couldn't resist pulling that old one out of the chestnut box. :) My BIL has purchased a lot of jewelry for my Sis at Zale's with no problems. However, he's never bought a watch there.
Brenda Leah on 04/10/2006:
LOL! no, not winding. We aren't that airheaded! :)
el gran combo on 06/29/2006:
I went to buy some earrings at the Zales located in Cross Creek Mall in Fayetteville, N.C. I decided on a pair and placed them on layaway to make sure that no one would buy them since I stil wanted to look around. I decided on a pair from a nother store so I went to cancel my layaway. The gentleman that worked there with dark hair was very rude and was literally slamming the keys down with his fingers while he typed what he had to type to cancel it. I have not shopped there since and will not. I recommend the Gordon's there the manager Jason is awesome and very friendly the staff is also.
BeadQueen on 06/02/2013:
In 2003 my husband purchased a beautiful diamond ring for me at Zales Washington Sq. (now closed) the ring was 2800. He also purchased a warranty which covered the gold and we were told the ring had a lifetime warranty to cover the diamonds as long as I brought it in every 6 months for inspections which I did faithfully. Around the 6th year I noticed that one of the prongs that held on of the bigger diamonds was bent but the diamond was still in place. By this time Washington Sq store had closed so I began taking it to Castleton. They take it on for repairs, I get it back weeks later prong is back in place. One week later I happen to look down at my ring (it was beautiful) and a diamond is gone. I died. I take it back to Zales, they send it back for repairs. They kept it for 3 weeks when I called and asked when my ring would be ready they told me that they needed a copy of my inspection record to determine if if was still under warranty. I ask why didn't someone call me of course they said they did. I go to the mall with the inspection record they copy and send it off. More waiting. After two more week I call and ask about my ring. They actually told me, they would not be replacing the diamond because of its particular cut. Some lame excuse about not doing a certain diamond cut. I can't remember how they worded it. Of course they cheerfully suggested I could upgrade to another ring. I didn't want another ring. They said I could go to another jewelry store to get it fixed. Wouldn't that void my warranty ? I asked. Yes but could get another warranty. My husband paid $160.00 for that warranty. I should have filed a complaint. I didn't, I picked out another ring that wasn't nearly as pretty as the first and it was $200.00 more. I would like to stand outside the store with a big sign that says ZALES SUCKS and their merchandise too:(
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Free Watch Battery
Posted on
The battery finally ran down after a year and a half in my 500.00 Seiko wrist watch. Having owned Seiko's all my life, one usually has to "send it off" to have the manufacturer replace the battery, at a considerable cost of time and money. Allegedly it's to seal the case for diving depths up to 100 meters. I don't scuba dive, so that is not an issue to me. I tried a couple of watch kiosks in the mall, none would attempt a simple battery replacement. I met a nice lady at the Zales who informed me she could easily replace the battery, when I told her I didn't intend to take my watch deeper than a shower. Upon replacing the battery, which took some doing, I said, "so what do I owe you?" "That'll be 19.95!" She must seen the disappointment on my face, seemed a bit high too me. "Tell you what, fill out a credit card application right now, and it'll be free!" Well, I couldn't pass that up, so I did and got my seiko serviced for FREE. Today I got my new Zales credit card in the mail, no yearly fee, no fee of any kind attached, and I promptly cut it up. Thanks Zales, see you again in a couple years!
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Anonymous on 08/04/2006:
Should say "Watch Battery Replacement"
DebtorBasher on 08/04/2006:
At first I thought "No, Pirate, don't sign up for that credit card, you're smarter than that"...then you came through for me when you said you cut it up when you got it. I have a watch sitting here with no batter because no one will attempt to open it...the place it was purchased at went out of's a nice watch, too bad I can't get a battery replacement for it.
Sparticus on 08/04/2006:
Pirate, I would recommend also contacting the credit card company and having the account closed. Those accounts can sit dormant for years if forgotten and become potential fraud risks.
Anonymous on 08/04/2006:
thanks, Spart!
DebtorBasher on 08/04/2006:
And hope that the girl didn't charge the battery onto the account.
Anonymous on 08/04/2006:
Never did I mention that I purchased the watch myself. Perhaps your self-winding Mickey doesn't need a battery, but the average replacement cost is 5.00.
Anonymous on 08/05/2006:
Pirate was your parrot with you when you did this?
Slimjim on 08/11/2006:
I still don't understand what the point of this post is. pirate, you said "Having owned Seiko's all my life, one usually has to "send it off" to have the manufacturer replace the battery, at a considerable cost of time and money." So now someone fixes it on site, asks only $20 for a watch you didn't even buy from them, and you're giving them faces about the price. Wasn't that quite an improvement over sending it out at considerable costs?
Anonymous on 08/13/2006:
What time is it?
Slimjim on 08/16/2006:
Time for pirate to stop telling stories of how he's a well off ex-tv celebrity, liddy.
Anonymous on 08/19/2006:
Slim you're a pathetic little butt-pimple troll. Maybe your skills of reading and comprehension need to catch up to your skills as a juvenile tard. If you knew anything about fine timepieces (other than how to steal them) you'd realize that the diving/scuba type are usually sent out so that they can be vacuum sealed air tight when the battery is put in so that they can be used underwater. I was only stating how thrilled I was that (1) the clerk was able to repair it onsite. (2) that the repair cost me nothing. Why do you feel the need to troll around behind me, constantly disputing my posts!? You're a dork.
Anonymous on 08/19/2006:
Time for Slim to grow up and finally get a job.
Anonymous on 02/01/2007:
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