Zales

Alma Garcia is amazing!! I have never had customer service like her before. She took such great care of me and my order and didn’t stop helping me till I was 100% happy with my ring. She answered all my questions and gave me very detailed information about my ring and status updates the whole time until my order was ready! Alma is amazing and I will always use Zales because of her!!! Thank you for making my experience so wonderful, Alma! There needs to be more of you in businesses!

Avoid Zales at the Mesilla Valley Mall, go to any of the other Jeweler in the area. Went in to make a payment and make a purchase. Payment went through no problem but when I made the purchase for jewelry they said the payment was cancelled. I tried to show them that the payment went through on my bank account and it was already taken out. They would not release the jewelry to me and said it’s an issue with the bank. My bank checked and said they payment was processed and paid to the zales however they still refused to give me the product I paid for. After speaking to the store manager with my bank on the phone she acted as if this inconvenienced her by rolling her eyes and walked away. Unfortunately this is not the first time I’ve had issues at this Zales but it will be the last

Staff were so knowledgeable about jewelry that they were able to pick the perfect wedding ring to match my very distinct and different engagement ring. They were also extremely patient and understanding of my wishes.

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.

Amazing customer service thank you so much will always come here. Alma Garcia diamond expert