My husband just picked up our several diamond items from this location after Zales warranty inspection. I dont know who I need to be more mad with... my talented husband who would pick up items, without physically inspecting them or the professional store stuff who would send him with a ring that missing a diamond.. The second I opened box I noticed that side (not the main) stone was missing. It was a chain of petite diamonds around 2 main stones. The ring name is Ever Us. Apparently, at the time of pick up, the store was focusing on showing my husband pictures before and after cleaning, rather than showing items physically, so he can see on his own eyes how is been cleaned and inspected (and if the all diamonds STILL there). I questioning an integrity of this place. Working as a jeweler, you are surrounded by so much lights and magnifying glasses. I just dont see how this was overlooked and unnoticed while releasing. I noticed the stone was missing as soon I opened box, without my reading glasses in a darker room!!! Its soooo obvious!! I loved all locations of Zales while we were living in Texas. For past 14 years we never had a single issue with drop of or pick up. This is not what I ever expected would happen. So, my advice would be.. if you absolutely must deal with this location. INSPECT THE ITEMS BY YOURSELF, not relay on their big screen pictures before and after clean up. Who knows at what stage those pictures were taken. Its over one hour drive for my husband to go back and whatever wait time to fix this issue. Its super inconvenience, money and time wasted. I hope the administration would address the issue with whoever was in charge and train them better so same issue wont happen to other costumers in the future.

I was super nervous after going into this store and then reading the online reviews AFTER we had purchased my engagement ring but let me tell you the customer service was absolutely amazing! Ana helped me as soon as we walked in, I told her our budget and some ideas of what I was looking for. She showed me about 6-7 rings before I found the one. She checked me out and I had to leave my new ring in order to get it resized. She told me it would be in within a 2 week time frame and I went on my way. I got the email my ring was complete on day 6 after I purchased it. I noticed that the ring I purchased was on sale when I came in to pick up my ring, I called the store and they let me speak with Ana since she was working. She told me to come on in to the store and we would look at it. She honored the sale price and gave me a discount on top of it! I ended up saving over $400! While I was there the sale was still going on so I decided to use my savings and apply it towards my wedding band. I had a wonderful experience and will definitely come back for future purchases.

My 5 year old got her ears pierced yesterday, the staff was super friendly and made the experience much smoother. She got a little frightened at first and then the girls made her feel comfortable to complete the piercing. Definitely helps having 2 staff members to pierce at the same time. Great place and will be back!

The ladies in this store on Sunday last week were not very nice my mom received the gift from her daughter that lives in New York went to pick it up we waited for 30 minutes before anyone attended to us when it was our time to be served different color walked in and they got first pick while we were there for almost 45 minutes waiting for somebody to attend to us so when my mom said we were here first the lady Carol acted like we were lying so my review for Zales is a negative come on it doesnt matter what complexion your skin is it shouldnt be no different and how you treat your pain customer thank you have a wonderful day

Do not shop online with Zales for in store pickup at this location. I ordered an item from this store for my wife, for our 10 year Anniversary. I received an email stating that my order was ready for pickup. I went into the store and the sales representatives told me that they could not find my item. I asked to speak with a manager, they refused to give me her information. Zales Accounting support has tried to reach their store many times, via phone and email without success. This store has issues stemming from its management. I am not able to get a refunded as the store manager is not doing her job. The online rep claims that the payment has not been debited, but the funds have already been taken from my bank. If you would like to avoid the issues that I am facing now, DO NOT SHOP AT THIS LOCATION.

Had a great experience with a nose piercing for my daughter. Very knowledgeable staff that went above and beyond for us

Just Poor Poor Customer Service. In person and on line. The Round Rock TX location is horrible service. Those women are rude and will just walk away from you and leave you wait forever and take others in front of you especially if they are men coming in. ON LINE also horrible. Ordered a Birthday ring for family member and was sold on expedited shipping and received on her birthday which came and went with no updates on tracking other than LABEL CREATED for a week....and I think it still says this. I had to call four times to get this item shipped. Nothing I could not have gotten at Jareds so no more loyalty to Zales until they get it together...however I would say this is a downward trend. Like Macys online.....they are outsourcing also and orders going missing and delayed. Buy in person or find another jeweler ...Zales has gone South...along with UPS who steal everyother box...

This Zales store has such great options! I came in and had such a great experience working with the sales associate. She helped me find exactly what I was looking for and was patient and understood I had a budget. I’ll definitely be back!

I work in the mall and out of all the jewelry stores at arrowhead the employees here are the best!! What I found interesting was the manager was on the floor and working with customers. You would have never thought she was the manager. The other stores the managers usually are in the back or just watching their employees work! This one worked along side them and it was cool bc she was fun and encouraging. I usually go to the stores in the mall to get my jewelry cleaned during my breaks so I try different stores, but this one by far is the best!!! These ladies were kind and patient and they followed guidelines to make us feel safe during this crazy pandemic! I never write reviews but I was so impressed that I truly had to share.

Carol was excellent, she took her time and helped us select my husband wedding band.excellent customer service !Will be back.😏

As usual the service was slow. Waited an hour to get my rings inspected. Not because of pandemic, but because they only have two employees working. Long line outside the store. Shop someplace else if you want good customer service after purchase.

This store is horrible. Really wanted a ring so I found one. They employes where so rude and had no idea what she was doing when had keep asking for help. Then the photo machine was not working took forever rushed me out of the store at 6:30 because they where closing the mall closes at 9:00pm now the hours went back to normal went back to pick up my ring they still where not open they had a citation on the outside saying they were supposed to be open like get it together. Online says one thing the mall says one thing and Zales is doing their own thing I will no longer be shopping at the sales.mind you I have $4,000 credit I would love to spend but the empoys are horrible. Its time to open at normal business hours now.

First I want to thank this app. for giving me the platform to address issues that goes around unnoticed. Lets get to Zales. Located inside of Arrowhead mall.I purchased some diamond earrings there on Christmas eve. Unfortunately I had to take them back. January 31st 2021 I attempted to do so. I was told theres a 30 day policy and there earrings could only be exchanged. The receipt reads as followed: You may return your purchase within 30 days or exchanged within 60 days of purchase. No where do it specify No return after 30 days. I asked for a Manager and was told no Manager on shift call the store tomorrow February 1st 2021. I Said Id just come back. The employee laughed and said : Fine I wont be here tomorrow. I didnt understand that response but today told it all. February 1st Im here to talk to a Manager. First lady walks up, I asked for a Manager and she goes, I can take care of it myself. While disagreeing with the verbiage on the receipt She finally go gets a Manager. The lady comes out like shes ready to go to war. I simply explained I didnt agree with how the receipt was supposed to be taking but since I cant get my money back, Im willing to exchange the earrings. As Im looking for a item or items to exchange. The Manager lady walk away. Once I found an replacement I went to the original lady that first greeted me. He responded was thats not her job and I had to wait for one of the other employees. She sat in with another employee purposely avoiding me. Once the next customer came in she then ran over there and started to help them. Even opened the glass display. 5 minutes prior she claimed that that was her job. At this point Im sensing racial bias. She was quick to help the white women but couldnt assist me. FACT!!!After 15 to 25 minutes of waiting unattended with 3 employees now not helping no one. The Asian employee came over. The other 2 sat there whispering under there breathe. Theres much more But I think you get the message. Stay far away from Zales.They are rude, disrespectful, and un professional. Pink slips need to be passed out. I still didnt get my exchange. They claimed something was wrong with my card. Funny how First Credit Union works everywhere else. It even worked on one of my original purchase there. Sorry so long. But racial profiling has to stop.

Literally amazing, at first I was disappointed that my online order arrived damaged. Went to this location in hopes to get any help in person. I assumed id be turned away and told to reach out to Zales online to exchange my order. The Manager had my order fixed immediately, gave me a nicer box than the one Zales originally sent me and had me out the door in less than 15 minutes. This was on top of them keeping up their covid safety conditions and it was busy from the holiday season! Extremely thankful for the customer service I received and the professionals I dealt with. Will 100% be coming back to this location for my next jewelry purchase :)

I have called over 10 times today to try and schedule a time to pick up my item like the email says. And of course no one answered the phone ALL DAY smh. Now Im going to just show up tomorrow because I cant get an appt set and I need my item before Xmas.

Horrible customer service i ordered a Christmas gift for my wife on 12/11/20 the item was supposed to arrive on the 24th i called and they said it wasnt in on the 26th i went to the store and was dismissed at the entrance they said if i hadnt gotten a call or an email then it wasnt in. On 1/8/2021 i still had not heard anything i called the 1800 number and they said it had been there since the 24. I called once again and they said it wasnt there then they actually went and looked and found it not once did they apologize for ruining the day for my wife. Lack accountability and professionalism absolute garbage how do you loose track of items in your jewelry store and still have a job or remain in business. DO NOT BUY FROM THEM

I made an online purchase on 12/14/19 and was notified that it will take 3-4 weeks total shipping time for me to receive it (delivered to store). On 12/19 I got notice that part 1 of my purchase was available for pickup and received it without issues. The order status updated online showing that part 2 of my purchase was shipped so I called the store on 12/27 and was told it was not in the store yet but that they see it’s been shipped. I waited until 1/11/2020 to call again as I have not gotten any update on the rest of my purchase and was told that it’s still not in their safe and they’ll let me know. Today (1/22/2020) I called the customer support number that was on my email invoice and spoke to parent company Signet who informed me that the rest of my purchase was shipped to the store (UPS tracking # verified) on 12/23/19 and they (Signet) called the store and the store acknowledged the shipping details but stated that it doesn’t appear anyone “checked it in”. I then spent another 25 mins on hold with Signet as Zales was looking through boxes and such looking for my shipment without positive results. Was informed that a ticket was created and I’ll hear back in 7 days. I then called the store right after getting off with Signet and the store associate advised me that it could have been shipped to another store, etc. They then fed me information I already displayed to them first and wasn’t really making me feel prioritized or that my issue mattered, wasn’t until I advised them that I will be taking my business elsewhere for my engagement and wedding did they start apologizing and stressed that they will find my package or come to another resolution, that they were “on my side” but it sure doesn’t feel like it. Something happened to my package, jewelry doesn’t just walk out of a box on its own. And if it was delivered to another store that’s their mistake as I requested for it to be sent to Zales Arrowhead. Even after they find my package or refund me I will no longer be a Zales customer. Poor organization, communication and customer service.-5 stars

After reading over peoples reviews, I get what people are saying in regard to this location being short staffed, however, get it together and have some patience people. Being a retail jewelry seller is not exactly easy. We visited yesterday and Eric was really kind and informative about our purchase! I appreciated the good vibes and the rockstar customer service! Highly recommend!

Had purchased a wedding band 3 months ago and was told I would receive a call once it arrives. 3 months later still had not heard from the store. I called several times a day for more than a week but no one answered. I called the Chandler store which they were able to advise that this store had already received it. A fax had to be sent to remind them to call me which they eventually did but left no voice-mail when I couldnt answer. They did send an email telling me its ready (thank you Chandler store).Fast forward to today, Im in the store and have been waiting 30 minutes before being acknowledged. There are multiple customers who have left when they were ignored by the older asain woman. I saw a customer, who was here just for a pick up, get ignored by the older asain employee, when she simply asked how much longer the wait is.DO NOT COME TO THIS STORE!Go to a different Zales or different company.**UPDATE**Gave this store a second chance 03/2021)..... found a bracelet online for my wife for our wedding day. Figured if I ordered the bracelet online, wouldnt have to deal with the customer service longer than I wanted to. Online service was quick and easy and I was feeling good about it. Until I picked it up in person.The person who helped me in just picking up the bracelet was no other than the older Asian woman. She looked me up in the syst, grabbed my bracelet and handed it to me. She didnt ask or offer to inspect it with me and I gave them the benefit of the doubt. Got home amd looked at the bracelet and found it to be dirty as if it had been worn and dragged through the dirt. Had to take it in and show them which the manager was kind enough to quickly order a new one just in time for the wedding.I guess maybe I can take some blame as a customer take sure my order was good?!**AGAIN! DO NOT COME TO THIS STORE**Unless you want to waste your time and money!!

Love how you can only cancel orders within a hour if not they force you to go thru all the hassle of returning yourself...would give 0 stars if possible

Zales employees have no morals. They will flat out lie to you, just to make a sale. I unfortunately dealt with employee Jody. She was great when she was lying to me to make a sale. She promised that if a better sale came up within 60 days, that I could come back in for a price adjustment. Just two weeks later, said sale happened. I even called the store before coming in to make sure they could take care of it. They said they could, and I hurried to drive the 30 minutes to the store before they closed. Upon arrival, the entire story changed. Jody told me that she did not tell us that on our previous visit. And that they could not just issue a refund for the price difference. That I would have to return the ring Ive been wearing for two weeks. And Re-Purchase a ring online and wait for it to be shipped to me. So buyer beware! Read all of the reviews, as they are all terrible!

Everything is so much better with Carol. Thank you so much!❤️

I have not seen a mall so busy since the late 90s-early 2000s, black Friday status, malls are back in business full swing thanks to the virus closing everything else to do down.

This place is terrible!!!! Save yourself some trouble go to a private jeweler not one of these chains!! They don’t take any responsibility for their mistakes and have bad customer service! Don’t worry they’ll treat you well when you buy something but after that expect long wait times and low customer service skills.

Horrible service! Impossible to get anyone on the phone to answer questions or in person!

The sales woman who helped us was the most rude sales employee Ive ever dealt with. Went in to get my ring cleaned and ask about resizing and she talked to me like I was a moron. Was going to look for my wedding band while I was there but after that interaction I will gladly take my business elsewhere even if I have to spend more money. The reviews are 100% true avoid this store at all cost!

Management was very condescending and rude.

My husband and I have been Zales customers for over 17 years. We recently upgraded my wedding set with a new ring along with a jacket. Our service was decent as the store was always busy when we would come in. The staff has been courteous and welcoming, while they explained my wait time. We receivedved wonderful service with advantageous discounts recommended by the sales staff. We made a gorgeous purchase that I would never have dreamed up in my own, thanks to the helpful manager, Kathy Marshall. I am thankful to Carol and the other sales clerks for a very enjoyable experience. We had a beautiful anniversary thanks to Zales.

They have always been so kind and responsive. I had my promise ring sized and cleaned here multiple times and each time it can back sparkling and perfect. They helped me enormously with an engraving problem I had on my wedding band and they cut the price for the inconvenience. Samantha ROCKS! I love this location, and I hate going to malls - but this Zales is awesome!!

The customer service is ridiculous. They wont help you if you are young. I went in, found what I wanted after about ten minutes of searching on my own. I went to go get help and realized that person I walked to was helping someone already. Turned around to walk to the other woman in the store. A couple walked in and she made eye contact with me then walked to help them even though I had been there longer and she knew it.

My husband got me a new wedding ring for our 26th anniversary over 3 weeks to size it. Very poor service!!! Friendly helpful people but very slow service.

We were lied to from the beginning to end with our last visit. We attempted to lease a ring and was going to trade in my old ring. We were waiting for my ring to be returned from repair and were told that we could go ahead and lease the new ring and when my old ring returned, we would just have to return and re-lease the new ring. My old ring returned and we went in to re-lease the new ring. Once we returned the ring we were told we then had I wait 5-7 days to open a lease again. Our payment was still taken from our account a few days later. We then received a call from the store manager Sarah and was told that there is a new policy in place that they are unable to accept trade ins on a lease. We still have no received our payment back or our insurance we paid on the ring. And we’re basically told there was nothing they could do about the new ring and we have to wait another 5-7 business days to receive the almost $600 they owe us!

Shady business going down at this location. It all started great the two rings we where purchasing we put on layaway and made payments periodically. I eventually decided to change the ring I wanted and transferred all the funds over to the new ring WITH a warranty which we where told included a free sizing and engraving. We paid off both rings and waiting till it was closer to our date to make sure to get the sizing and engraving done. Low and behold when we walk in there magically no second warranty on file only one AND engraving is not included. After arguing with the clerk for half an hour and with a tone that is very patronizing and NOT friendly but very fake, nothing was being done we had to call corporate and was told by the girl “Good luck”. Zale’s OWN CORPRATE LINE WAS EVEN FRUSTRATED WITH THIS STORE. After a 2 hour long call with them they did agree to pay for our second warranty and sizing and ONLY thanks to the agent that was on the line with corprate. When we came in to pick up our rings we decided to ask what exactly happened with our agent that helped us and she was perfectly fine she tried to go over everything and figure out what had happened it wasn’t until the second girl (who over looks the alterations for this store and the same girl that also turned us away when we where trying to get our rings sized the first time) she decided to chime in on the conversation saying she has 9 years of experience and knows how all these policies work and magically engravings where recently taken off the warranty and they all had to go through new training. We called her out on her telling us “Good Luck” and she flat out lied about everything she had said that day. At that point there was no point arguing or beating a dead horse. I write this today to tell you ALL go to a different location for your jewelry. Do not waste your time here with this store and do not give them your money.

I am not hard to please, and some how they made me and my fiancee feel so disrespected. I will not be buying the ring I have wanted for six months. We went Saturday, Sammy seemed very nice, but when it came time to set up financing, told us their system was down and we wouldnt be able to process it until Monday, because the finance company is closed. Come to find out, that Sunday was the last day of the30%off sale. Monday would actually put the ring at normal retail price, and that they could have done it that day, or Sunday. There was no reason why we had to wait until Monday. My soon-to-be husband called Monday, spoke with the manager Debbie, yes they make commission, and flat out made him feel like he was full of bologna and her girls would NEVER do that. The so call generous discount she offered him for the mistake her girls NEVER did was 10% off....which I was going to get anyway because they price match online.. Really dont appreciate being treated like an idiot. This is supposed to be an exciting memorable experience, and they ruined it.

I took my ring in to be repaired after a stone fell out. That was the end of June, we are in the second week of August, I was told my ring would take 5 weeks to get repaired. Now they are saying end of August. Almost 3 months later. And when I called to ask about the status the last on the phone was super rude and seemed like I was really inconveniencing her.

Bad customer service.I went in for a quick cleaning, not a 6 month inspection. I ended up being lecture of lack of paperwork in front of everybody.

Waited 10 minutes before we were even acknowledge. 3 weeks before they could resize the ring. Should have read the reviews before hand, that was our bad.

The staff there is wonderful. The manager Hope has helped me so much..with no pressure and and great advice. I will always shop there..☆

Tried calling twice in regards to making a big purchase and they cant even answer their phones.

Do NOT buy anything from this company. Zales’ customer service is practically nonexistent. I ordered a ring for my girlfriend from them back in November and it didn’t fit so I returned and have been waiting on my refund for almost a month and still NOTHING. I have called customer service MULTIPLE times. Sat on hold for a collective THREE HOURS just for them to end the call with less than ten minutes left on hold. This store location has done nothing to help. I’m still waiting on my money and I have no way of getting it. I WOULD NOT RECOMMEND ANYONE BUY ANYTHING FROM THIS COMPANY EVER. I will not be doing business with them again

I will NEVER, EVER buy jewelry from Zales ever again. I misplaced mine and my wifes receipts/inspection certificates for her and my wedding rings. (they were in the same bag)My ring is from Jareds, who simply reprinted my papers for me and even apologized, while Zales told my wife they will put her on a 2 yr probation for inspections where the warranty will be void, and only after the 2 yrs will they reinstate her. Ridiculous!! My presumption is theyre trying to get out of the warranty. I told the Jared person this and they were shocked.....

Melissa was outstanding and patient while I searched for a setting. Entire staff friendly.

Im only giving Zales two stars because when I went to this store the first time I had no issues from getting my rings sautered togethet to the first inspection. But since this store has given me nothing but headache after headache. They couldnt locate my wedding band in the system so they proceeded to tell me my husband bought my ring else where. Mind you Ive been getting my inspections done at this location for the last two years. They dont make my ring anymore which is why it couldnt be located in the system to see how much it would be to purchase another one for an anniversary. I was happy I brought all my paperwork because the lady went to tell me my warrenty was void because the engagement ring being sautered together to my wedding band (that they claimed was bought else where). Ive had the rings together since the first inspection (3 years now) this Zales looks for ANY reason to void your stuff or argue about your purchase. I only have issues with this Zales questioning my rings. Im happy that my next inspection will be at another store out of Arizona. At least the store is clean and tidy.

Worst customer service ever, they didn’t want to give me my ring that had been sent to be resized even tho I am in the account with my husband showed them my DL they still refused to give it to me also bought 2 rings and were sent to get resize, it has almost been a month and they don’t yet have them when there promise time was 1 week ago. GO TO ANOTHER ZALES LOCATION INSTEAD!

Excellent customer service very helpful and courteous

I think this has been my second review in my life in regards to any store. On 9/19/2016 I attended this location in Zales in search for the perfect ring and all I got was bad customer service and a sense of racism. My sister and I walked into Zales because my boyfriend had been looking through rings from this store and asked me to see if Id like any. A caucasian blonde lady in her 40s or 50s stopped us and asked what we needed. My sister told her we were looking for rings she immediately said that she had some but was really quick to making face gestures at us and not have any curtasy. Showed us to a case of rings and in a hurry (have in mind there were no customers and 3 extra employees in the front) asked which one we wanted to see, meanwhile not giving us any information in regards to the rings. All the time we are standing there she had this attitude of being mad and I understand maybe it was not her day but going into Zales you are thinking of happiness because for the first time like some of us, we are going to find a piece of what we have always been dreaming about and its the perfect wedding! I am sorry but I will not return to this store. That same day I attended another store in this same mall and they made me feel important, made me pick 3 rings so that when my boyfriend goes he knows exactly what I am looking for and I found the perfect ring! I hope this helps other customers know of the experience of having your dreams of finding the perfect diamond ruined even if its just for a moment.

The worst experience with arrowhead location. Not so good custumer service! My hasband and I went in to clean my wedding band but decided to upgrade my ring. When it was time to pick up. The ring had scuff marks, so I returned to the store to make sure the issue was corrected. I waited about 20 min. Before someone came up and talk to me (really upset at this point). Manager said she would put rush order and can have it ready by Wednesday. Here I am Friday still no ring. Never will deal with this location again. I will gladly return to az mills location, I never had problems there.

I went in the store and picked out a ring for my girlfriend. I already knew her size, and since it was not in stock, it had to be resized. Not too big of a deal I suppose. 1 week I was initially told. Upon checkout(only after I had paid) I was told the ring would be ready 2 weeks from then. I was irritated to say the least. Today I went in (the 2 week ready date) to get my ring and was told it would be ready more than a MONTH from now. Luckily, I brought my receipt which showed where they had written that the ring would be ready for pickup today. After some very clear frustration on my end, I spoke to the manager and she said the ring would be ready in two days. Two days?! How can it drop that dramatically from a month plus. Wouldnt be surprised if I showed up and it wasnt ready. Save your dime and time, buy elsewhere.

I HATE coming in or calling this location. Every time ive called theyve been extremely rude and hang up on me. You can tell the entire time they talk to you how miserable they are and cant wait to hang up. One word answers with a lot of attitude. Just because i hate this location so much i went to paradise valley. Huuuuuge difference! Theyre so kind there. BUT my husband bought me a 4,500 dollar ring for our anniversary from zales and 5 months later the diamond fell out. Thank god i got insurance although it does take a month or more to get the ring back -.- i am not happy enough with zales to ever buy anything here ever again let alone even look around. Avoid zales at all costs people. Cheap rings with a huuuuuuge mark up and horrible employees.

Wouldnt even rate on star but you have to in order to post a review Horrible Customer Service, went to return a ring that was ordered online that was so ugly and poorly made bent misshaped disaster of a ring and wanted to just get one I found in the store was told no the cant do that, and when they went to refund the money they asked for card well the card used to buy it was stolen and canceled so she said she can still refund it but didnt know when we would receive the money back because we didnt have the card, mind you this is after they took the money out at time of original purchase and 2 weeks went by we never got shipping info then they refunded the money said they werent sending the ring then they took the money out again unauthorized 2 times and sent the ring, do not buy from zales

I cannot believe the lack of customer service here. Not only do I feel unvalued as a customer I feel bad for the young men that work there and are treated bad in front of customers. Whoever owns this store needs to come in and retrain their employees in how to treat people, not only in customer service but in human kindness. I am so disappointed and will never recommend this store!

The service wait period is too long, they need more workers to help customers. Im canceling my card and service once and for all.

Serious lack of customer service. We’ll be looking elsewhere for a ring

Horrible CS. ANSWER THE PHONE!

We all need to shut this place down they are the worst in customer service Kay’s jewelry treats you better.

I see why the place is rated two stars, thats all that place is worth.

The manager specifically, is rude with us every time we come in to do repairs on jewelry we purchased. Because of this will no longer purchase from Zales

LOVE THEIR JEWELRY

Wasnt even greeted by the sales reps.Bunch of crackers

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