At the end, my situation was rectified. But I will say it was an absolutely absurd hassle in every way. If I could go back to when I was about to propose to my wife, I wish I would have chosen a different jeweler. I made this purchase online, and apparently Zales.com and Zales brick and mortar location computer sales systems are not connected at all. So when you go in for servicing, the store employees will not have any of your information. The diamond of my wife's engagement ring fell out, but we had a diamond bond which ensures that Zales will replace or fix damaged diamonds as long as you get your jewelry checked out once every six months. So we bring up our rings to the Layton location which is like a 45 minute drive since the Zales at Fashion Place closed down. We brought our paperwork to have my wife's engagement ring, wedding bad, and earrings checked out, and to get the engagement ring diamond replaced. The girl at the desk said that we can get the other jewelry checked and signed off for when we come back to pick up the ring after it had been fixed. So we left, without signatures stating we had our jewelry checked, and left my wife's wedding band there as well to get sized along with her engagement ring. I get a call 7 weeks later to tell me the wedding band is done and ready to be picked up. I asked about the engagement ring and they said that they couldn't locate it and that they'd call me back. I call back two hours later after hearing nothing only to be told that they never sent the engagement ring out because they didn't have the proper diamond bond paperwork and I would be charged for replacing the diamond. I said I have the paperwork but I won't be driving it up there since I brought it up there the first time I went and they didn't take it from me. Now they expect me to drive 45 minutes to bring them paperwork? Well the kind employee said that I can text him a picture. So I go looking for the diamond bond paperwork and I can't find it. I ended up blaming the store employee saying that they took it and didn't give it back. I had to reach out to corporate only to feel like an ass because apparently they NEVER ISSUED ME A DIAMOND BOND TO BEGIN WITH! So I was looking for a piece of paper that they never even supplied me with! So corporate contacted the store, and got my wife's engagement ring worked on. Keep in mind we have only been married for like 18 months, and now close to 5 of those months have been spent without my wife's wedding band or engagement rings because Zales had them. After waiting another 7 weeks my wife called them to see if the ring was done and they said it had been done for 10 days. They said they had called me phone, but I checked my history and there were no voice mails or missed calls from Zales. We went to pick up the ring and they sized it incorrectly. The gentleman was very apologetic and kind, but this is just total BS. People spend a lot of money on this jewelry, and it has a lot of emotion attached to it, so we expect a moderate amount of good customer service. But we did not get it, This has been a horrible experience and I'm bothered that I need to keep going back every 6 months to get this jewelry checked. Worst part is when we went to get the ring, we brought the rest of the jewelry in to get the diamond bond sheets signed off and they said that we missed our last checkup and we're 4 months lapsed! I told them we lapsed because the girl didn't check the jewelry 5 months ago when we first came in to get the diamond replaced and they've had our jewelry since then! Anyway, a small diamond fell out of my wife's earring apparently and now they have those and are fixing them. This sucks. I feel bad for the employees there because it seemed like they tried...but this experience blows. read more