Zales - Zales Poor Customer Service

Posted on Tuesday, December 21st, 2010 at 10:49am CST by 3a5f5432

Product: Jewelry

Company: Zales

Location: 901 W. Walnut Hill Lane
Irving, TX, 75038-1003, US

URL: http://www.zales.com//

Category: Other

I ordered a ring and 2 other items on Monday 12/12/10 online at Zales. All items were listed as available and guaranteed by Christmas. I got a call in the evening on 12/17/10 to inform me that the ring would not be available until mid Jan and if that would be OK. I stated that I had to have the ring by Christmas for my wedding anniversary. He apologized and said I could have 10% off of another item and by the way, the discount that I originally received because of the monetary amount (3 items) was reduced and I was informed that 1 of the items would not receive a discount at all (The discount was applied to the total originally). During the checkout, nothing indicated that some items were excluded and they don??t charge your card until it ships. So, you can??t really be sure what you are paying until it ships I guess.

Later that night after shopping wildly for an alternative, I called and asked to speak to a supervisor. I was placed on a torturous hold and then told that I could not wait for a supervisor because they needed to clear the line. I persisted and eventually spoke to a supervisor. I pointed out that by offering a 10% discount for the inconvenience was a joke. After removing the original discount and then offering 10%, I would come out the same. (What I really wanted was the item that I had spent a lot of time shopping for and selecting.) I got nowhere and was left with the impression that business is so good at Zales that they can afford to treat customers any way they want.

With only a week till Christmas, I had no choice but to select another item from Zales and to make it better I was required to place the order over the phone so they could review the account notes and straighten things out. Another half hour I will never get back. After placing my order, the Rep said she did not have the authorization codes to apply the discount and there was not a supervisor available; therefore she couldn??t give me a total. She did assure me several times that the order would be shipped overnight through FedEx and my discount would be credited back to my card.

Today 12/21/10, I get an email showing the order was shipped 3 days later and you guessed it. It was not sent as overnight service. Instead it was sent as Express Saver with an estimated delivery of 7:00 pm on 12/23/10 (if all goes well). If I am not waiting at the door, I don??t know how I am supposed to get my hands on my order.

This has been a frustrating experience and I will never purchase from Zales again.


1 Comment

5f54c9dd, 2010-12-21, 11:55AM CST

Thank you for bringing your concern to our attention. We would like to discuss this situation with you, please give us a call at 1-800-311-JEWEL (5393) or email us your contact information.

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