Update (May 9, 2025): After filing a formal complaint, Zales corporate reached out and acknowledged the situation was mishandled. The store manager, Kristen, followed up personally the next day. I returned to the store, was treated with professionalism, and completed the purchase I had originally intended to make. While this should never have escalated in the first place, I appreciate that the issue was addressed directly and respectfully. The original behavior still warrants scrutiny -- but credit where it's due: the store took accountability and made it right. -------------------------------------------------------------------------------------------- Embarrassingly unprofessional - Zales Spokane Valley (#1670) I came in on May 5 looking to buy a Bulova watch. Manager Kristen Wilderspin was helpful, and I followed up that night with an email asking if Zales could work with me on the price (Amazon had it $200+ cheaper). They never responded. Still, I returned May 8 to buy a necklace for my wife -- as a goodwill gesture -- and to have the watch (which I had to buy from Amazon) sized. I had already paid for the necklace when I asked about sizing. The associate's attitude changed instantly once I said the watch wasn't purchased in-store. When I calmly said that charging $30 to size it while I was literally spending money seemed petty, they took it as a personal attack, accused me of being rude, and refused to finish the sale. They stormed off into the back. I canceled the necklace on the spot. Zales had my money in hand -- twice -- and lost both sales due to pettiness, silence, and an employee who had no business interacting with customers. I walked down to Tracy Jewelers, where they took care of the sizing without drama. Zales doesn't value customers -- and this store just proved it. read more

I will try to make a long story short. I bought a beautiful diamond ring guard from Zales in the Spokane Valley Mall. They proceeded to open an unasked for credit card for me. I thought they were just checking my credit for financing. I then left my diamond solitaire there so that the guard could be welded onto it. When I went to pick it up (the first time) it was visibly crooked. The diamond solitaire was not centered between the diamonds on the ring guard. As I told the manager she proceeded to ask me which way the diamond should be moved. Really?? She repeatedly asked me how it should be fixed. I told her that I was not the jeweler. My daughter finally said ,"Just center the diamond!" So back went my ring. The time frame in which she had given me for the repair passed so I called to find out why they hadn't called me as their online repair center said the ring was ready for pick up. I was told that the manager said that the ring came to them uncentered again and they were going to send it back a third time for repair. I told them not to as I had lost all faith in their jewelry service dept. and I just wanted my own solitaire back and they could keep their ring guard. When I finally got the call that my ring was ready, (they had to remove the welded on ring guard) almost two months later, I was asked to sign a receipt that waived all my rights concerning my own ring. I refused because I was going to have my solitaire checked by another jeweler for damage as they had incorrectly welded my ring twice! The lady helping me then told me that I couldn't have my ring back!!! This was my own ring purchased elsewhere! Luckily I had the ring in my hands. The women helping me ran to get the manager as she clearly did not know what was going on. Needless to say I was infuriated!!!! I will NEVER shop at Zales again! read more

I went in to pick up a ring I had ordered and had custom work done on. I was told I needed my license to verify it was me (totally understandable.) The woman who identified herself as the manager came back with a form and told me she just needed my social security number and signature and we'd be all set. After I got her to hand me the form and allow me to open it, I realized she had used the information off my license to create a credit application and completely filled it out without my knowledge. Had I not looked closer, she would have successfully signed me up for a Zales card without me knowing about it. I had already paid for the ring in full, and we had even discussed said ring, so she was completely aware I was in there to pick up a ring -- there had been no mention whatsoever of financing. When I asked for the application for my records, she refused to give it to me, and said she would shred it, but refused to let me watch her shred it. I brought this up again a month later when we realized that my fiance -- who has a card there -- had been signed up for optional insurance on the card without his permission or knowledge. The woman denied any wrongdoing or deceptive practices, and outright insulted us, saying we 'just weren't paying attention' and refused to give us the information we needed to sort out what she'd signed him up for without his permission. It took us threatening legal action to even get a copy of his paperwork for his card, and she wasn't willing to tell me whether or not she destroyed the copy of the app she created for me a month prior without my consent. Very deceptive practices -- I've complained to corporate, and they say they've had problems with the manager at that store before, and I've also filed a complaint with the BBB. read more

These women are SOOOOO NICE!!! they are extremely helpful & kind!!! My wife & I went in to size my wedding ring and I dont think I have ran into such nice people ever in this town!!! The manager is so nice and the jewelry consultant are just as pleasant and kind!!! Great jewelry & great prices!!! read more

I've bought two rings from here on separate occasions, and have had nothing but great customer service both times. I love their warranty as well! Free ring sizing and cleaning! They do send the rings off to size them, I got mine back in about 7 business days. read more