My wife took a fairly expensive watch to them for repair. They not only didn't repair it, they refused to return it despite her calls and demands. Since then we continually receive promo emails despite unsubscribing. Possibly the worst business in Hilo. read more

I purchased a Diamond-Cut 2.4mm Rope Chain Necklace in Solid 10K Gold - 20" in December of 2021. The chain was on holiday sale. The chain broke January 1, 2023. Zales repaired the chain for $56.43. On March 13, 2024, the chain broke a second time. Dropped it off with Zales (Hilo Location) for repair on March 22, 2024. Upon picking the chain up, when the Sales Representative Alexander Fomenko took it out of the bag, I asked is that my chain, it looks shorter, shorter than 20". I asked him to verify if that is my chain. Upon the Sales Representative Alexander Fomenko placing the chain in front of me the chain broke. Zales sent it back for repair, "Make it Right" and to check and verify the length of the chain. Also at this time, the other Sales Representative Isaish Oness-Nakoa came over and said there are additional weak spots. He pointed them out. He pointed out four (4) additional weak spots in the chain. (Note: The rope chain was sent back to repair the one (1) area that broke, not the 4 additional weak spots) I questioned if this was my chain. I questioned if the damage was caused by their jeweler (repair shop). I even said, how is this even possible? Rope chain should not be falling apart like this. I questioned if this is a manufacture defect. I called Zales Customer Service, and they were not helpful. They referred back to "I did not purchase the extended warranty and they can't do anything". I asked to speak to someone higher and the lady over the phone said she is and there is no one above her. On April 28, 2024, I went to pick up the chain and looked at the repair and notice that the repair was not good. The link was not fully closed. I also asked the sales representative about the length and to measure it in front of me. The two (2) sales representatives measured and found it was an 18". The Sales Representative Isaiah Oness-Nakoa stated and tried to convince me and make me believe that it was short due to the repairs. He also made reference to the Jeweler uses good parts of the chain to repair the broken area. I was in disbelief and made a phone call to a local jeweler company, Bob's Jewelers Inc. located in Hilo on April 29, 2024, to ask them the question about repairs on rope chain. I asked when repairing a broken rope chain that is 20", do I get back a shorter rope chain because of the repair. The answer was no. Gold is added to repair a broken chain, never taken away. I spoke with another person who has experience in gold and jewelry, and he gave the same answer as Bob's Jewelers Inc. I spoke with Sales Representative/Manager Isaiah Oness-Nakoa on April 29, 2024 and he said there is nothing he could do. He can send it back to the Jeweler to repair the repair, but without the extended warranty they would not be able to replace the rope chain. I asked how Zales is going to fix/resolve the missing 2" and he had no response but say it came in as an 18". I dispute that. Zales and its Jeweler are the only ones that did the repairs on this chain so if it became an 18" then it was between Repair No. 1 in 2023 or Repair No. 2 in 2024 and "Make it Right" Repair No. 3 in 2024 which Zales were the repairer. Zales does not stand behind its name, product, nor quality. Zales is no longer a business that have integrity nor provide good customer service. Zales just wants to make sales and push purchasing of extended warranty. Files complaints with Better Business Bureau, Consumer Protection Agency, Police Report for missing 2" gold. I posted this on Facebook and tagged Zales, Celebrities who have represented/done work with Zales. I have read comments of horrible stories about Zales and its Hilo Store. I feel sorry for all the other Zales customers who have had very bad experiences dealing with Zales. Bad business, Bad business practice, Poor customer service, Poor quality products. read more

Zales Jewelers Hilo - Upon pick up, it broke in front of me and the Sales Representative said there are 4 additional weak spots. - Jewelry Near Me - Hilo, Hawaii

this place is a hustle. paid for my engagement ring and was sold a display. I did not notice the ring had scuffs on its sides. since I paid for all the extras and insurance they had to offer and was told I could return it within 30 days I came in the very next day after taking it out of the box. the new manager Isaiah k. was very rude and unprofessional. told me he would not return it and basically blamed us for the scuffling on the ring that was again a display model. we did not have the ring out of the box but for a few minutes before noticing the damage. he then said they never have damaged rings in the display case. we pointed at a ring in the display case immediately that had a missing stone !!!! total scam here read more

Zales Jewelers Hilo - Jewelry Near Me - Hilo, Hawaii

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Great experience Debbie sales manager certified. High Recommendation. If they didn't have the answer or merchandise they will go out of there way to have a satisfied customer. Mahalo. read more

Shout out to SAM. He really knows his stuff, he's friendly, and he doesn't discriminate and in a world like today he's what we need

See Jane H. for all your Diamond needs! Got my Engagement Ring from here and I just Love it!

See Imelda for all of your jewelry needs. She is so sweet and provides excellent customer service. I'm not a huge fan of jewelry retailers such as this, but I found a beautiful ring that was on a huge clearance sale, and Imelda was so extraordinarily attentive. She truly is a shining exammple of wonderful customer service! read more

Good sales. Lots of bling. Get some diamonds!

Have had wonderful service and beautiful product line. Employees like Milani will keep me as a return customer. Mahalo

Picked up a very nice engagement ring from Amelda. She was kind, patient and very pleasant to work with. I was so happy with her service I came back and purchased a sweet watch from her as well. Thank you Amelda read more

We have been working with Sam at Zales for a long time. I can trust him so much that I would call for him to pick a gift out and then I would just swing in and pay for it. The quickest shopping done so I can spend more time on looking for things for me, lol. He is fabulous I wouldn't go anywhere else! Now if I could only get that kind of service at other stores. read more

So I wanted an engagement ring, that was just white gold, and a princess cut diamond. Plain and simple. We looked everywhere, and it seemed, that the only place with what I was looking for was Zales. So I found a really pretty ring there, and my price range was about 3 thousand dollars. I inspected everything they had in my price range, and found ONE ring that had a stone in it, that had only one tiny inclusion way off on the corner of the stone, that you could barely see at all. I was very happy with my ring. It was my most valuble piece of jewelry I have ever owned. We bought the warranty just in case anything would happen, and I brought it in for it's inspections. About ONE year later, I was washing my hands in a public bathroom, and was drying off my hands, when I noticed my freaking stone was gone. The setting on my ring wasnt even bent or anything. I scoured the floors, and to no avail, never saw it again. I was in tears. My original stone was gone. As soon as we could get to Hilo, we took the setting to Zales, and explained what had happened. I was kind of pissed off, because due to their crappy wormanship, my original stone was gone. They were very nice about replacing it, and took my setting, and said it would take a month for them to send it to Texas and find another stone that was of the same quality. A month later, I get a call, that my ring is in. I was so excited, and we went there right away to go pick it up. They gave me my ring and my heart sank. I was SO dissapointed. The new stone they had put in it, was the same size, and everything, but had a big fuzzy inclusion smack dab in the middle of the stone. with another one off to the side, and int he inclusion on the middle, there was even a tiny black speck of dirt or something! I'm not an expert on diamonds, but I know what I want. And I dont want a 3 thousand dollar diamond with obvious flaws in it. I was obviously upset and told the guy I wasnt happy, and that my old stone had one tiny inclusion way off to the corner, and I really didnt think that this diamond was of comparable value to my last one. And not only that, they seemed to have shoved the new diamond further into the setting, so the diamond isnt even flush with the corners of the setting, and one of the corner prongs looks all bent, and uneven to the rest of the corners, like they pinched it in. and now the corners are kind of sharp, and catches on stuff. The guy obviously was trying to talk me into just keeping the ring the way it was and I was obviously upset, and he didnt seem to know how to deal with me so he got some other guy to talk to me. He explained that my new diamond was one grade clarity better than my last diamond, so it is actually a better diamond. I told him I dont care about the clarity, and I cant tell the diffrence in the clarity, and I'd rather have a grade clarity less, than to have a big fuzzy mark in the middle of my diamond. It got to the point where we were both not going to budge, and he told me I can always upgrade. And upgrade, is where they give you credit for your ring, and you buy something TWICE the value of the one you have returned. I am NOT rich, and I think it would be rediculous for me to be running around with a 6 thousand dollar ring. I also believe If I spend 3 thousand dollars on something, (which is really alot of money for us) and get a warranty, and it breaks, due to THEIR lame workmanship, they should be working with me, until I am satisfied. So basically, my fiancee hates to to deal with all the conflict, and just wanted me to let it go. I did. BUT Here I am on yelp, to let everyone know what had happened to me, and yeah, dont waste your money there, because even if you have a warranty, they will find some sort of way to rip you off, and squeeze more money out of you. Terrible, terrible, business. read more

My husband bought my wedding set at a mainland Zales but we moved to Hilo in 2012 so I have been going to this store to get my ring inspected every 6 months. My husband also took me here last November for our anniversary for me to pick out a ring. I picked out a ring that was originally $600 but on sale for $300. We bought the warranty. After buying the ring, I noticed that on the receipt it said pre-owned, which I was not told at the time of purchase nor was it posted anywhere around or on the ring. 2 1/2 months after buying the ring, I was working when the whole band snapped in half. I work in a pharmacy, so not much manual labor, and I was shocked that a ring would do that. I took it back to get it soldered back together, they told me it would take a week and a half tops to get the ring back. It took 4 and a half weeks before I received notice my ring was ready. I went to pick it up and when I got home, I noticed a diamond was missing! I guess I should have inspected it better at the store, but I never thought they would give me a ring with a missing diamond. Also, now that it was soldered back together, it is lopsided and discolored. I have asked them to take it back but they said they won't take returns past 60 days and that I'm pretty much stuck with it. I also ordered a special item (another wedding band for my ring) and was told they would have it in 6-8 weeks and that I would get a phone call. That was in November and it is now March and have not heard a word about it. I would recommend Kay's or better yet shopping local rather than this place. read more