Zales

Went in 12/28 with specific ring in mind; after receiving great service in Christmas Eve. I suppose we didn't look like we had plans to purchase & it showed in the service we were provided. Left there & headed to the West County Mall location & received 5-star service. Martesha provided us with great service & went above & beyond to make us happy. I'll reserve my 5 stars for a review of the West County location.

Took my Princess cut diamond earrings for my 6 mos inspection. Even with the covid rules and procedures guidelines and rules they have for waiting, I was in and out of the store in 30 minutes if not less. Associate took extremely care of my diamonds and they're back to looking brilliant, clean, and mostly SPARKLY.

So I placed a order online for stud post square earrings and got hanging oval shaped totally not what I ordered. I spoke to Customer Service and she advised me to take the wrong item to the in store location and they would be able to see notes as to any discounts they may offer for the wrong merchandise being shipped. She was very apologetic saying she don’t understand how that could’ve happened. So I get to the store .... Well the one lady that acted so focused on what she was doing finally come to the door lift the chain and allow me in. I explained everything what the CSR over the phone said to me. This lady did a check and she stated well I don’t know how that could have been mixed up and then took me over to the case where the earrings I actually was supposed to receive was THERE. So she told me I would have to do a full refund and purchase them from out the store I was not able to get these earrings for what I paid for them online. I told her to look in the system that’s not what the online person said and she could call them. The lady refused to call would not honor what I paid for and this was their company mistake. Just kept pushing for that refund. This was very shocking for a company this Familiar would handle a situation like that no kind of Sincere anything. Just your refund would be available within 48 hours. Then told me if I still wanted the she could hold them in case of another sale. No I’ve already paid what I wanted to pay and expected what I ordered. Sad just sad

The assistant manager was a great help she made my shopping experience easy and fun I hope I will be able to shop with her again

South County store closed, no store at West County mall and only 2 employees working on a Sat during the beginning of the holiday season. Very frustrated as I've always had great customer service. Waiting 30 minutes for an inspection is not good customer service