Zales Outlet in Arlington

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comments 5

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  Emily Hill

  :: 09 May 2018 18:24:16

  I have always purchased my jewelry from Zales or Zales Outlet, and I’ve always been very pleased UNTIL I dropped my ring off for repair at the Arlington Zales Outlet location (Village By the Parks). I was originally told by, Sarah, that the repair would be covered under the Protection Plan I purchased at the time I bought the ring and that it would take a week for the repair. Well after a week I never heard anything back, so I called the store, and was then informed by a different sales associate that I was misinformed it actually takes two weeks. Understood, mistakes happen. Two weeks go by, didn’t hear from them, so I called the store. At that time I was told they couldn’t give me any information on the ring, and that I would need to call back the next day to speak with Sarah (the lady who submitted the order for repair). Called back the next day, spoke with Sarah, at which time she abruptly informed me that since I had not kept up with the required every six months inspections that I would now have to pay for the repair of my ring (strange how this wasn't an issue before I pointed out the fact that the ball had clearly been dropped). Sarah was beyond rude in her delivery and downright snarky and disrespectful while speaking to me. I asked to speak to a manager to which I was told she’s on vacation for a week. I then asked for an update on my ring since after all that was the reason I was calling in the first place. I was told it would be back in two weeks, however, they could not give me any information as to where my ring was or the estimate to have it fixed. How can you say when it will be ready if I haven't even received an estimate for repair?! Enough already! I called Zales corporate office, spoke with Joey, and he confirmed the order submitted by Sarah did not have any information on it, so there was no way to give me an update. Joey asked me to let him make a couple of phone calls and he would call me back with an update. Joey called me back and apologized profusely for the experience I had at the store, and for the fact that my ring wouldn’t be ready for yet another MONTH due to the order being submitted incorrectly and because their offices were in the process of moving, therefore things got a little mixed up. Long story short, I will not be buying any more of my jewelry from Zales due to the simple fact of how I was treated by Sarah. Zales should not expect their customers to return after spending 3k on a ring only to be treated like garbage after the purchase is made. Lesson learned. ***UPDATE_05/07/18*** Two months later, still don't have my ring. I really thought they had lost it, and were just buying time, so after numerous requests to have a District or General manager call me back fell upon deaf ears, I decided to take matters into my own hands. I figured out the email format to the Signet Executive team (CEO, VP's, all the way down to the Corporate Secretary) and sent an email at 8 A.M. by 10:01 A.M. I had a return phone call, although it still was not from a District or General Manager, but rather someone from their Customer Care department. I'm glad I emailed the executive team too, because according to the lady that called me back, the estimate for repair still had not been authorized (even though I gave authorization weeks ago; also spoke with the corporate office same day advising them I gave my approval to move forward with the repair, and as always recorded my call and wrote down the case # they gave me), so now we're looking at 4 months for a simple small diamond replacement. The only thing I can say Zales has done right in this whole ordeal is I now do not have to pay for the $570 repair. Although I would have much rather paid to have my ring back in a timely manner, but at least they are doing what they can at this point. Stand by for the next update folks!

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  Troy Hampton

  :: 29 January 2018 02:06:01

  Great place to shop, great sales person

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  Kaci C.

  :: 06 January 2018 11:17:45

  Horrible experience never shopping at this location again. They only want your money and don't care about customer satisfaction. This location does not stand by company value.

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  Efrain Centeno

  :: 30 November 2017 16:54:07

  Great prices! I bought my wife her Engagement ring 2 years ago and every single lady always compliment her on it!! Definitely customer for life!!

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  Laura Hamadi

  :: 28 July 2016 13:49:49

  After 6 years of marriage, my husband and I finally decided to get nice rings for each other. When we married we were finishing college, and then paying off debt, so we decided to put nice rings on the back burner. After a whole day of going shop to shop to shop, and either encountering rude salespeople or blasé rings, I was about to give up. But my husband saw this store and convinced me to go to one more place. I'm glad he did! Our saleswoman was wonderful, not too pushy and well informed. I wish I could remember her name for this review! She was a beautiful woman, probably in her 50s, originally from Iran. I told her what I was looking for (something unique with sapphires or other colored stones) and she took me straight to Vera Wang's collection. I fell in love. Not only were the rings exactly what I was looking for, they didn't have them anywhere else we had looked, not even at the non-outlet Zales. I got exactly what I was looking for at a fraction of the price, and my family still raves about my beautiful ring and the quality of the diamonds and sapphires! Thank you Zales Outlet!