How to Resolve a Complaint With Zales

Many couples purchase wedding jewelry from Zales.
Many couples purchase wedding jewelry from Zales. (Image: Jupiterimages/BananaStock/Getty Images)

Zales, a jewelry store chain with locations in all 50 states and Puerto Rico, has been in business since 1924. Known also as "The Diamond Store," Zales sells loose diamonds, pre-made jewelry and custom designs, with wedding jewelry as a specialty. Online ordering is also an option through the Zales website, with products delivered directly to your home. One of the ways you can resolve complaints through their 24/7 customer service hotline.

Things You'll Need

  • Jewelry item
  • Original packaging
  • Packing slip
  • Original receipt

Store Purchases

Contact the store where you made your purchase via telephone or in person. If the complaint involves product quality, bring the product with you in order to discuss the problem with store management.

Ask to speak to the store manager. Rather than speaking with a clerk who may not have the authority to resolve your complaint, speak directly to the manager who is in a better position to deal with problems.

Explain your complaint clearly and calmly. State what action the store can take to make you a satisfied customer. If you have a complaint about the quality or workmanship of a product within the 100-day "risk-free" guarantee period, bring your receipt, the item and all original packaging and return the item for a full refund.

Contact the Zales customer service line at 800-311-5393 if you are unable to resolve your problem with the store manager. State the nature of your complaint, relay what took place at the local store and ask for assistance in resolving the matter.

Zales Website Purchases

Call the Zales customer service line at 1-800-311-5393 to voice your complaint or to let them know you are returning an item within the 100-day warranty period. For problems past the warranty period, state your problem and see if they are willing to work with you.

Place your item in the original shipping box along with a copy of the original packing list. Include all items that came with your jewelry including the box, warranties and instructions for jewelry such as watches.

Ship your item to Z-Mail, 901 W. Walnut Hill Lane, Irving, TX 75038-1003. Use a reputable carrier and insure your package for the appropriate amount. Store your tracking number in a safe place in case of any problem with the package reaching the Zales distribution center.

Zales will issue a refund no later than 30 days after the receipt of your return. Refunds are issued in the same manner as payment was received.

Customer Service Complaints

Contact the store manager where you had the problem. Have the name of the clerk with whom you had an issue. For complaints regarding online purchases, contact Zales at 800-311-5393 and ask to speak to supervisor.

State your complaint calmly and clearly. Detail your unsatisfactory experience and let the manager or supervisor know why this was a problem for you.

Ask that the manager take steps to deal with the issue and prevent it from happening again. Ask the manager to correct the situation that you were unable to resolve previously.

Tips & Warnings

  • Contact your local Better Business Bureau and file a complaint, in the unlikely event that all other methods are ineffective.
  • Realize that items past the 100-day return date, or items damaged by the purchaser, are not eligible for return and refund.
  • Items purchased at Zales stores must be returned to the store and not to the distribution center.
  • Personally designed jewelry items must be returned to the online store and not to a local store.

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