Zales, Hurst TX

Went in today to pick up my ring that I had sent off two weeks ago to clean. First off nobody greets you when you walk in. When she finally came up to me, I told her I was there to pick up a ring and would also like to see if I could possibly exchange a $2,400 ring I bought the last time I was there. Her expression totally changed and she looked at me like it bothered her that I wanted to exchange, she sat there and inspected the ring, which I understand. But I even told her I haven’t been wearing it because it’s oversized and I was scared of losing it. She went back to the computer and started looking me up and in a condescending tone tells me “ I don’t even see that ring on your account as a purchase”. So me trying to be helpful I tell her that we got it with our Zales credit card thinking maybe this would help her look up the purchase. She then proceeds to tell me “oh that doesn’t mean anything to us that just a loan you got to be able to buy the ring” I’m APPALLED! I had mixed emotions I was mad, sad and offended. So our business means NOTHING to you PAMELA? We have purchased so many things through zales, our wedding bands our godchildren’s special jewelry, every anniversary (10 years worth) birthdays, valentines. I was LIVID I just stayed quiet, and asked her to give me my ring that I was there to pick up so I could leave and I will be back another day with my receipt. Zales please know that I will be closing our credit card and taking our business somewhere else from now on. Thanks to your “PAMELA” if that’s even her real name because there was no name tag.

Abby seemed very bothered to answer the phone and was clearly annoyed when I mentioned coming in to get my ring cleaned. When I arrived the three ladies kept their casual conversation going, so while my ring was being cleaned I asked to look at a few others. That seemed to be inconvenient to the employee, who I don't believe was Abby. I would rather drive twice the distance than return to this location.

I went today around 3pm to get my rings life time diamond commitment inspection, and the woman that attended me, first she saw me sitting there waiting and she totally ignored me but after a few minutes she was like oh are you waiting for someone? She was a bit nice first but when I told her that I was there for my rings to be inspected, her face totally changed, like if it bothers her and she took the rings like she was mad and I even asked her, is everything ok? And she didn’t even bother to answer me; When she came back to give me my rings and when I say thank you and I told her Can you clean this other ring for me? And I could see at her face that she got upset so she took the ring went to clean it with out even talk to me anymore and when she brought it back and I said thank you, she just left and didn’t even answer back.
It made me feel so uncomfortable and I saw a nice white young lady and I went to ask her if she could help me because I actually wanted to see a ring and she say yes, if I could just wait for her because she was with someone else at that moment and she asked me did the other lady leave you alone? And I told her yes and she made me felt like if I was bothering her, and she (white young lady) apologized and said I’ll be back with you. I asked her the name of the lady that attended me and she said the name was Abby.
So Zales please let Abby now that she wasn’t doing me any favor inspecting my rings and cleaning the other ring. I brought a 2,000 ruby ring and a 1000 emerald ring to inspect plus the 500 morganite to clean and when I got them, my husband and I we choose zales over other jewelry’s because the unlimited cleanings that you offer and the lifetime diamond commitment. I have been a Zales customer since 2018 and I just wonder if this is how the service is going to be every six months that I have to go? I use to go to Irving mall and I never had this problem with Ashok and Cindy, even If they new I was there for a guarantee inspection, they always gave me the best customer service. I was very sad when that location was closed. And I just want to say it one more time: that Abby gave me the worst customer service that I ever had at Zales.

Went in to shop for a Christmas gift for my wife. Two women working one helping a lady and the other helping a couple. Not one greeted me or asked to help me when they were done. Worst customer service I have encountered. So I went down to Jareds and bought my wife 1 and a 1/4 diamond studs earrings, certified! If only these two employees had had better customer service skills they would not have missed out on a $3,500 sale

I would give the store a NEGATIVE 5 STARS if I could. We ordered rings online 8/20/20 and were told delivery to the store by 10/7/20. That date came and went with no update from ANYONE. We of course tried to call dozens of times and the phone was NEVER answered (we even called while in the store and no one answered then either). Finally we went in and the rings could not be found and the "store manager" wasn't offering any help except to say "it's not here". After I insisted for more information with not so pleasant words she called customer service. I decided to do an online chat at the same time and was told it was delivered but the store was closed so it was returned to sender, again No One updated us on this. She lied and said it was a problem with shipping and denied the store was closed. We have cancelled our order and will be taking our money else where. Buyers beware of this store, Customer Service is non existent here!

This store has the most unprofessional staff. Natasha is rude and wants to cut off the customer prior to them finishing a sentence. The manager doesn’t seem to know what she is doing. I would never recommend this store.

Abby & Kim over at the Zales in the Mall went over & above to help with a situation that didn’t have anything to do with them. They took a very NEGATIVE opinion I had about ZALES as a whole & turned me back into a returning client in the future.

If you’re in the market for any type of Jewelry please hit them upp

The customer service at this location is awful. The older lady was rude and disrespectful and didn’t want to help fix on ongoing issue with our purchases not showing up on her computer screen. When I asked if she could handle this issue with corporate office then she told me to handle it myself. Told me that I would have to come by another day to catch the manager and wouldn’t make a note for the manager on my behalf. I just want to walk in and get my wedding ring and band cleaned without it taking 30 minutes just to find my purchase on her computer screen.

We did not purchase our ring here, but not every jewelry store is going to have what you are looking for. That doesn't mean our experience still wasn't pleasant. Me and my girlfriend had a wonderful experience, Harper was the woman helping us, and she was very nice, very helpful, and very patient with us. Would definitely be our first go-to jewelry store next time we are looking for something.

P. S. We also went to a Zales outlet and received the same great service.

I got an emerald cut ring with a halo 3/4 carat. I had it on for only 2 days when I noticed one of the diamonds in the corner of the halo had fallen out. I took it in to have it repaired and was told I had to buy the warranty or return it and order it again. I called customer service and the lady gave me her extension so I was able to go back in and get it fixed free of charge. Got it back 3 weeks later, hadnt even left the mall yet and noticed the diamond had fallen out again. I went back into the store, asked for a refund, lady was polite but told me it was dainty so that's probably why it kept falling out. I told her yes but it was also almost 3000 dollars. Anyways, I got a refund and am going to a local jeweler for a new ring.

Went there yesterday to purchase myself a rope chain. Thank you Kim for your wonderful service you provided to me.

Great service and selection. Employees are knowledgeable and friendly and helped me pick out the ring I have been searching for.

I put 1 star cause you cant put zero stars! This is the worst Zales store ever they need to fire everyone at that store and send the manager the older white German woman with the accent back too her country. I've never felt so much racism before shopping at a store. I've purchased thousands of dollars worth of merchandise from this company. But this managers attitude was disgusting. She clearly has a problem with black customers. FIRE her please.