Zales

Went here today (Wed Sept 9, 2020) to get my ring cleaned and inspected around 2:30pm and it was closed, but yet they had a sign on the door stating their hours and according to that they should've been opened. No explanation as to why they were closed. I was very disappointed since I live in North Conway so I don't get down to that area very often. If you're going to be closed again please state why on the door or at least take the hours down. It was very confusing.nn** not sure if it'll be approved, but I also posted a picture of the sign under photos.

I’ve worked in customer service for many years, and through my life I have never seen or been given worse service than when I visited this location. I walked into this store with a problem for a ring I purchased less than six months ago. I have never had an experience with this store, so I came in not knowing what the process was to get a fix. Not knowing what was going on basically meant I was treated like a child by the manager at the time. The ring I purchased had a warranty on it already, but I was told multiple times I did not have the warranty on the ring. The manager had the audacity to ask how much I paid for the ring, and after saying the price, refused to believe i had a warranty on what she said was “not expensive enough to qualify”. Even after showing the original receipt with proof of warranty, I was denied. At the end, I had to pay out of pocket $45 to fix a ring that was under warranty, less than six months old, and to a store that did not seem to care about their customers. Beautiful rings, but will never purchase another item from this company for their terrible customer service.

I am beyond livid with my experience at this store. Let me preface this by saying my sister and a friend both work at the Zale’s in Manchester. I have gone to them many times, as well as the store in Tilton, and have never been treated badly by anyone, even when the people I personally know are not working. I started going to the Newington location in September because I moved and that store is now closest.nnThe first time I went in for an inspection and cleaning in September, the two older women working were very rude. I have not had to physically bring in my paperwork in almost a year and a half, with instead giving the phone number on my account. It’s NEVER been an issue. I was given so much attitude and told I HAVE to have the physical paperwork. I explained that I in fact don’t. I gave the number on my account, they did the inspection and I left.nnMy husband and I purchased an anniversary band and had to bring it in to be resized. He dealt with the drop off with a gentleman who worked there, who took my name as one of the people being able to pick up the ring once it’s ready. He said it would be no problem.nnToday, on October 27, 2020, I went in to pick up my ring. Two older ladies, one was a manager, one was a regular associate, were working. I didn’t get their names. They were nothing but awful. The associate greeted me and I told her my name, and that I was there to pick up my ring under my husbands name, but my name was left for pick up. She gave me a nasty response and said I’d need to speak to the manager in order to pick up. She starts speaking to the manager, referring to me multiple times as “the lady,” and in such an unimpressed tone that I interjected and said “my name is JESS, not the lady.” She dismissed me, and the manager told me to release the ring to me because my name was on the order. The associate demanded the receipt, which I had, and told me we clearly don’t know the protocol because I needed to have the original receipt. I showed her it on my phone so was very confused, but kind of ignored her. I asked her to please provide me with the diamond bond number on my new ring so that I had it for future reference. She seemed very inconvenienced by my asking, and then asked how much I paid for it. I told her a rough amount because I couldn’t remember. She said “we don’t do diamond bonds on rings less than $300.” I told her I know two people who work for Zales who both told me $200. The manager then pipes in from across the store to say, “no, it’s $300.” The associate then tells me the two people I know don’t know what they are talking about, and just gave me the most ridiculous attitude ever.nnI leave and speak with my sister who tells me it’s $200, not $300. I also go on the ZALES WEBSITE (google Zales Diamond Bond— it’s literally right on their website), where it says $200!!!nnI would recommend driving to Manchester, or anywhere else before ever going to this store. I am a very patient individual. I’ve worked in customer care, and own my own business, so customer care is very important to me, as well as treating others with kindness and compassion. These two women are horrendous and will make you feel like your business with them doesn’t matter, and treat you like you’re an idiot.

If I could give this place a negative 10 I would. This older lady was extremely rude and nasty to my wife and I. I kind of felt like she was a little bias or culture incompetent. She gave off an attitude that we were beneath her and that we don't belong in the store. Never again will I purchase anything from this location again. She needs to be fired.

As far as customer service I’d give them a Zero when I went in to get my ring inspected the lady was extremely rude and acted like I was just number. On top of it make sure you read the fine print and read it clearly because they will make things seem like it’s such a great deal and not tell you about things and then it becomes your fault. The manager was also rude and said she would call me back after talking someone above and never did!