Zales

I would give them a .5 star rating if I could. The store manager Anna was very rude, we were told different stories from when we had gone in in the past, told that us not coming back for an inspection on my wife's anniversary ring, that I purchased in 2010 on my way to Iraq, since they had been back to the Boise Towne Square Mall since May of 2016, which we didn't know about, and that they wouldn't honor the diamond bond/protection plan that we had cause they couldn't find it in the system. I will not be shopping for anything from here again. Very rude customer service and disrespectful if you are not purchasing anything. Update: They finally decided to fix the diamond bond issue. But still customer service, especially from the Manager who had haughtily mentioned that she had worked there for 10 years, is sorely lacking.
1 8 years ago (05-05-2018)

The prices are right and they have a great selection of fine jewelry, but my big thing is customer service and this place just doesn't do so well in that department. It all started when my wife put a wedding ring set on layaway about a month or two ago. She was told that it would be resized for her immediately. Upon going in and paying the ring set off early and being excited to wear it and show it off to our friends and family, she was told that after nearly two months it still was not resized, so now she'd have to wait another month for that to happen. When my wife paid off her ring set she purchased a watch for me. It didn't fit and was really loose. We didn't have the time to have a few links taken out of it at the time, so we went back to do so today. We stood there for 15 minutes before our presence was even acknowledged and then we were told it would take several hours to do, which irritated me because it's something that should take a few minutes to do. So we left it with them and returned later. When I went in to get it an associate asked me if she could help me with something. I told her that I had left my watch to get resized and she asked another associate about it. He told her where it was and then she immediately went over to a couple that seemed to be shopping for something and asked them if they'd like to look at something else. Don't ask me if you can help me with something if you don't really want to help me.
2 9 years ago (04-03-2018)

UNBELIEVEABLE! Let me start by saying that I wear an anniversary ring that my husband paid $2400 for and I wear every day. He also purchased a pair of earrings that he paid $2300 for that I wear every date night, dinner, event and anything else special. Both are from Zales. Zales was the first place he thought of when he wanted to buy my something nice for my birthday. Tonight (3/28/18), my husband I walked into the Zales at Boise Town Center. And as it turns out, I was less that wowed by the level of customer service we received. The stoic attitude, the pulling of my hair with no attempt to apologize or acknowledge it, ignoring me when I asked a question & and to top it off by being out right condescending. IT WAS ALL just TOO MUCH! It turns out the person he purchased my birthday gift from was working. She wasn’t overly pleasant and I could tell she wasn’t excited about this not being an regular sale. I told her I received this gift from my husband for my birthday and it took me some time to work up the courage to tell him I didn’t love it and I had not worn it since I opened it as a gift. We said we’d like to look around and possibly exchange it. We proceeded to look EVERY case and I tried 2 different necklaces. This is where she took the necklace off and pulled some of my hair and didn’t say a WORD!! No Opps. No Sorry. NOTHING! Thanks for that! I tried on another necklace, Italian gold. I asked what the stones were and she said “Diamonds” in a tone that was downright rude. I then asked “can you see through them? (they were on both sides and I couldn’t tell) ….She DIDN’T EVEN ANSWER ME!!!!! Not one word. That was it, I don’t want anything. I looked, I went though each case trying to find something I would love, wear and would let my husband know how much I appreciated the thought. I gave it every effort. After about 10 mins I finally looked at my husband and said, “Babe, I’m sorry, but I’m really not finding anything that I love and I don’t want to just get something for the sake of getting something and then never wear it.” He agreed. So we told the associate that we wanted to return it. Her physical posture changed as we walked over to the register, she started to process the return and said “oh, this is past 60 days. He bought it on 1/26 and today is the 3/28. The system won’t let me return it.” There was an up tick in her demeanor. I hadn’t even thought about the days or a return policy. I never even wore it on and I tried to find something to replace it with no luck. As I counted the days I realized it was 61 days. That’s 61 days!! ONE DAY…. ONE DAY?! Are you serious? She says “You can take a credit or trade it in, it’s our policy.” I asked if “there was anything she could do. I would hate that my husband spent nearly $2900 and not have anything to show for it.” “you’ll always have the trade in value, the system won’t let me do it.” and she felt vindicated. Proud that she had this policy under her belt. I said, “Are you sure there isn’t anything you can do?” “No, it’s past 60 days”, she says again. “BY ONE DAY! I tell her.” And THEN she says in a condescending tone, as if to school me on the inner working of their return policy, “Well 60 days is a generous policy.” WWWOOOOWWWW!!!! She had her line drawn in the sand & wasn’t going to budge. And then with the attitude. OMG, are you kidding me? I just wanted a refund and to get out of there. I want my money back. I don’t care about an apology and I don’t want to met with an attitude. This is definitely a place that has lost my family’s future business & you should stay away as well. I work hard for my money and will only spend it in places that are LEGITIMATE and are driven by CUSTOMER SERVICE. NOT ZALES. I repeat NOT ZALES!
1 8 years ago (29-03-2018)

My fiancé purchased my ring leading up to thanksgiving day 2017. He then asked me to marry him on thanks giving day. He purchased the protection plan at an additional cost. On December 14th I looked at my hand and noticed a missing diamond. I went into Zales to see the estimated time it would take, and if it would be back by Christmas. They sadly said no, and I was okay with that. I held onto it during the holidays for pictures and to show out of town family. The week after New Years I took it to Zales and sent it in ( unsure on the exact day) and Janna said it would be back in about two weeks. On the 15th of July I received a call from Janna stating that the ring had a broken bracket and had to be sent to another repair center. She stated that this would take an additional 4 weeks to receive it. I was upset, but accepted the news. She did not disclose the extent of the damage my one month old ring had experienced. If I would have known I would have returned it and purchased a new ring. It is now February 23rd. Almost two months since I sent it out. I called the location and they were unsure of the where shouts of my ring. On the 22nd my fiancé went in to discuss this with the store clerk, Jackie. She was unsure what they could do, pointing out he was now last his 60 days to return. But we were unaware of the lengthy time frame of the repair. The store manager Anna remained with her head down unwilling to assist me, or my fiancé.
1 9 years ago (23-02-2018)

I am very disappointed in the experience I had while trying to exchange a Christmas present. I just needed a ring exchanged for a bigger size and after spending an hour and a half they told me sorry, we can't give you the same sale price, even though I was within return/exchange policy. Anna and Tracy made the experience horrible for something that should have been very easy. Save your time and money and go somewhere else than Zales!
1 9 years ago (06-01-2018)