Zales in Las Cruces, NM Closed now

Reviews about Zales

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  July 24, 2019, by Danielle Austin
  We ordered a bracelet online as a Christmas gift for my mother. We had it delivered to the local store but as the store manager was bringing the bracelet from the back I could immediately see that the bracelet was significantly bent. I had to inform the manager that the item was not supposed to be shaped like that. He had to look up the item on the store computer to verify the defect. As we were discussing my options (which there were none other than returning) the manger straightens out the bracelet and acts like it was now good as new! I had the manager return the defective item and went to Kay’s to purchase a new bracelet. I waited four days to call customer service to check the status of the return. The representative confirmed that the return was processed on December 22nd and insisted that I had to give Zales 35 days from processing to receive my reimbursement. On the 34th day I called customer service again and explained the situation again to the new representative. She verified with the local store that item was returned and processed. Somehow Zales received their defective item but never released my reimbursement. The customer representative had to send my complaint to the next higher level but she did inform me that customers usually get a call back within 48 hours....we are now past the 48 hours but I am trying to remain patient because it is the weekend. I will keep updating this with every step because I think it’s important for customers to be informed of the companies they are dealing with and who they can trust.
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  June 09, 2019, by Evonne Ayala
  I regret taking my wedding ring here to get the band resized. Not only did it take two weeks longer than the "promise" date for pickup, but the jewel was also damaged. I was out of country for a business trip so I did not get to properly look at the ring until long after my husband had picked it up. We went back to see if anything could be done, but were instead met with "professional" accusations. Admittedly, I was (and still am) upset about my wedding ring being damaged AND the lie of being "promised" to be able to pick up my ring before I had to leave the country. We talked to a guy in a suit and I had told him that I wasn't sure what kind of jewel it was - I was only sure that the ring was white gold. He then proceeded to tell us it is "definitely not a diamond," something we never implied/said in the first place. We had the reciept in hand which indicated the existing damage which was only three small surface scratches along with the estimated monetary value of the ring. He glanced at the reciept as I told him that the damage was not there when we brought it in and there is now a crack inside the jewel. He then told us that we "can't be certain it's a crack," to which I replied that the damage was still there and that it was obviously "damaged". He then told us "not to say that you guys did damage it after you picked it up..." I grabbed my ring back because I knew we weren't going anywhere with it and at this point he was calmly accusing us of damaging it since we (my husband) signed for it when we picked it up. I am extremely upset and regret taking my wedding ring here to be resized. It was not an expensive ring, but it holds a great sentimental value and now the ring fits but is damaged. To add insult to injury, we were practically accused of damaging it ourselves. I understand that the jewelry gets sent off-site for work, but I was upset and left the store feeling angry and offended.