Reach Zales Corporate Office Headquarters 

Zales, Why would you expect a horrid tone deaf toddler shrieking at ear drum bursting level to sell jewelry?! What in the world is wrong with your marketing people? Did someone in power give a horrible relative’s awful child an “acting debut” making people’s ears bleed while shouting at ridiculous lyrics that have nothing to do with jewelry? Why would Anyone not related to that moronic person but from your company after being subjected to that? Awful, disgusting, in any language. Thank you for easily convincing me to Never buy from your idiotic store. What a waste of advertising money. Hope you fire them and that kid.

Zales, I was surprised by a recent Zales TV ad that included a romantic scene between two women. My two young daughters were watching at the time and became upset. I feel such content might not be appropriate for family programming where children could be watching. I believe it’s important to consider the audience when crafting advertisements to ensure they are suitable for viewers of all ages.

Zales, Poor Customer Service. I made an appointment to have my jewelry inspected on October 24, 2024, at 2pm at the Zales store located in the Tucson Mall. When I arrived at the store there were three employees and two customers ahead of me. The two females were helping customers and the third employee (Alberto) was on the phone at the back of the store. I arrived five minutes prior to my appointment and was greeted by one of the female employees that said they would be right with me. However, Alberto, who was on the phone in the back seemed to be gossiping and asking another store for instructions to ship a box. Alberto seemed like the only employee that could possibly assist customers waiting in the store, but that did not happen anytime soon. I waited patiently for 15 minutes when Alberto finally finished his phone call and walked to the front of the store. As he was walking by, I let him know that I had a 2pm appointment, as he continued to walk but said he would be right with me as he had a couple of things he needed to do. At that point, I asked the other female employee if there was a store manager or if Alberto was the store manager, but she said no Alberto was an employee and there was no store manager in the store today. Finally, one of the female employees (Stephanie) finished with her customer and began to assist me with the inspection of my jewelry. When the other female employee finished with her customer, Stephanie asked her to assist her with completing the inspection paperwork to help speed the process of the jewelry inspection.

Alberto returned to the back of the store where I was getting my jewelry inspected by Stephanie but continued to interrupt Stephanie with instructions and questions while she was trying to inspect my jewelry. Alberto answered the store phone and within 30 seconds of being on the phone with the customer asked the customer to call back in 10 minutes as he could assist them better. Then, Alberto continued to interrupt Stephanie by telling her he had a package ready to be picked up and she would need to give the package to the person when he came into the store for pick-up.

Alberto continued to fiddle with his personal phone, made another call moving about the store and then returned to the back counter where Stephanie asked Alberto if he was doing anything and if he could help with inventory and logging, which he replied he was waiting for on a phone call. Alberto picked up some plastic bags and mumbled something about the inventory not being logged, but the rest of his comment was not audible to me. Another customer entered the front of the store where Alberto decided to go to help them. The system for making an appointment with Zales does not seem to work very well as none of the employees seem to know prior to me walking in that there was a 2pm appointment. Then the process of inspecting jewelry takes too long and that is why I made the appointment hoping not to be in the Zales store any longer than 30 to 40 minutes. I did have several pieces, twelve to be exact, but the added aggravation of an employee (Alberto) who could have helped avoided any interaction with customers in the store or customers who called the store. Alberto would rather talk on his personal phone, gossip, tell the other employees what to do and just walk around the store until he had to finally help a customer. Alberto needs to go back to customer service training and be reminded that he is an employee who has a job because there are customers who buy Zales jewelry. I have been going to the Zales Tucson store for about six years now, and I absolutely dread going into this store. It seems this store never has the same employees working as my previous visit. The high turnover rate of employees does not give me any confidence that this Zales store is worth my time and money when buying or getting jewelry inspected. I really would like a reply back from Zales on how them plan on how they will handle this issue.

Zales, Your Spanish Commercial! I’m guessing that you are intentionally alienating your English speaking customer base???

Zales, Unacceptable Service at both the retail and online order level. On Oct. 21, 2024 I visited your retail store located in the Wellington Mall, Wellington Florida. I had been on your website and selected a particular item (Emerald and Diamond) ring, which I desired as a wedding anniversary gift for my wife. I entered the store and approached a young sales lady, described what I wanted and provided the item number (20589461). The sales person then went on the computer and after some time advised they did not have the item in stock. I then inquired if it could be ordered? She then offered to take down my name and number and advised I would receive a call back with-in a day. I have yet to hear back from anyone from your retail store. The following day (Oct. 22, 2024) I accessed your web site, located my desired ring and placed an order for it, at which time I was advised of an expected deliver date of Nov. 1, 2024. I then took ease in knowing I had my desired anniversary gift ordered from a trusted source. On Oct. 30, 2024, two days from the anticipated delivery date, I received an email from Zales advising my order had been cancelled, as your company was no longer stocking this item. I am extremely upset with the service I received both at your retail store and via your web site. Your reputation as a trusted jeweler is forever ruined in my opinion and I will advise everyone I encounter interesting in jewlery to steer clear of anything you offer for sale.