I had a horrible experience at another Zales store in Raleigh trying to purchase a replacement band for my bridal set. I was told they couldn’t order another band for my set and that it would have to be made for $1,500 and that it was Zales policy. (My whole bridal set was $600 total for BOTH my engagement ring and wedding band) I left their store broken hearted and discouraged. They even made my husband and I feel bad for not purchasing a lifetime warranty 4 years ago when we were broke, young adults. I then decided to call this Zales location in Durham. I was greeted warmly by Bri. She was more than happy to help me and so apologetic about the Raleigh location being unhelpful. She was so easy to work with and ordered a new band for me without hesitation. She called me several times to keep me in the loop about my order and walked me through the final steps. To say I’m thankful is an understatement! THANK YOU SO MUCH BRI! You’re truly a lifesaver!

Vicki was great! She helped me to get my repair done exactly how I wanted. It took about a month for the repair to be done (not her fault, just due to the fact that zales has to send repairs out rather than do in house) but it was worth it. Would definitely go back to her again. She was very patient with all my questions too. Thank you!

We received wonderful customer service both times we visited the store. My fiancée felt very comfortable and please with the assistance at the store.

Jasmine, the jewelry consultant was great. She helped us a great deal.

Ms Vicki! If you want it done right the first time.... go see Ms Vicki. Be careful though, you will spend more than you were expecting too... and real good....lolA+ Vicki and her staff in Durham, NC

The staff at the Smithfield store is amazing they are always helpful

Zales at Southpoint Mall was a great experience for me and my wife. I was able to get her the ring she wanted without any issues! Great customer service

The associates were so professional and charming and nice. I loved every second of every minute. Great products, Great price, Excellent customer service.

I got the opportunity to work with Bri and she was outstanding. Through the entire process I felt that she cared more about me finding the right piece than anything else. I really appreciated the approach especially since I was hesitant to visit the store in person. I would absolutely recommend this location and Bri in particular!

If I could I would give Vicky10 stars. Her customer service was great. Her cleanliness was exceptional and her customer service was on point. She helped me take care of a situation that required patience and she did a wonderful job.

I went through all the other jewelry stores in the mall and only enjoyed being in Zales. Carlos took incredibly personable care of us and was very friendly. The price came way down from the tag and I found a ring that I adore. If you want an exciting and fun ring shopping experience to be apart of your engagement Carlos will make you feel special. 10/10 would recommend

I had an awesome salesperson in Zales on Sunday. Her name was Jasmine. She was extremely patient.

Ima just say this i ordered online but the customer service here definitely can go for a change up like a baseball pitch

First, salesman is very rude with unpleasant behavior towards customer in this store.Second, I purchased a necklace 4 months ago, and it broke after like 20 days. Now, they want to charge 75$ for a lifetime warranty or whatever the cost of repair (that according to the salesman is similar to the price of the warranty). Why on earth should a necklace break after this short period of use?!Third, they say the necklace has a 60-day warranty if you don’t buy the lifetime one. To me, when a jewlery company covers their product this short means that they don’t trust their products!

Rocky start, but service at this Durham NC south point mall location ended up being great. Very helpful, explained all options and needed up giving me a nice deal during a sales promotion on the engagement ring for my girlfriend. I even was explained the quality of the diamond once I received the ring, I dealt with a few different people their and they all were helpful.

Horrible customer service and representatives. Will not ever go back here.

Russ, who I Believe to be management (south point mall, NC location) was more than just unbelievably helpful, he was friendly and warm. I could not be more serious when I say that his expertise and compassion helped my holiday dreams come true... SHE SAID YES!!!Russ I don’t know that you will see this, but to you my friend a tip of my hat and a forever true thank you.

We placed an order in December for a custom made ring to replace the original wedding band we bought 8 years ago. Come to find out a month later that the order was never placed. We were told it would take 2 weeks for the new ring to arrive. Contacted them 2 weeks later to then find out that it would take another 6 to 8 weeks. All of the month of February I contacted them and they continued to tell me that it has not been received and that they receive their shipments on Wednesdays. I called again yesterday and spoke with a rep that confirmed that our order had been at their store since January 17th and that a message was left in my voicemail. I told him that I never received a call or a voice message and that we have been contacting them all month long. The service that was promised to us years ago has not been the same. I dont feel appreciate it as a customer. I dont think Zales care about loyal customers.

I brought in a gift I had received and wanted to exchange because the necklace was tarnished and also because I wanted something different. I worked with a young man who was trying to help me but what I assume was the manager kept insisting that I needed to wait and she would handle it. After a lot of back and forth for over 20 mins, and her complaining to ME that it was going to be a lot of work to do the exchange and that she was going to give me cash back so I could purchase the item I had selected in its place, she finally finished SLOWLY gift wrapping an item for another customer to come back and tell me the exchange wasn’t possible. She said since the original item was purchased online, they couldn’t exchange it, she could only return it to the original form of payment. She had an attitude the entire time and the last straw was when she asked me why I couldn’t just ask the person who gave me the gift to just GIVE ME THE CASH from the item I was returning. WHAT?! So I now have a defective item which is ZALES’ FAULT and I can’t do anything with it. I will never do business with another Zales or any of their affiliates since they can’t figure out how to provide a basic exchange service to their customers. They shouldn’t sell goods online if they can’t do exchanges in store. If they’re different companies they shouldn’t be doing business as if they’re the same, and they certainly shouldn’t hire management who doesn’t understand customer service. I didn’t want cash, I didn’t want a return, I was willing to leave my money with her company but never, ever again will I do business with this company. I’m going to take the item to a different Zales location to have it returned to the purchasers card and never go back. In this market, when everyone is trying to buy cruelty-free jewelry, they’ll be out of business soon since the only hope they have is to offer great customer service and they can’t even offer mediocre service.

Today my fiancé and I went shopping for our wedding bands. We were looking forward to buying rings today in the store because of the fantastic sale they were promoting. To our disappointment, when we walked in no sales associate greeted us or even acknowledged our presence. We browsed the ring case for about 10 minutes and still had not been approached. The associate who was available to help us was too busy flirting and using her cell phone behind the counter. We decided to walk over to Reeds Jewelry where we found the most attentive and friendly sales associate, we found two gorgeous rings for our wedding day and will never bring our business to this Zales location again.

My fiancé and I visited the Zales store in Southpoint Mall on 11/19 to purchase my wedding band for our wedding next year. We knew exactly what ring we wanted; the Vera Wang Love collection contour band priced at $629.25 online and in store for the early Black Friday sale. We were assisted by store manager, Vicki Harris, who helped us decide on getting 2 of the same band to accompany my engagement ring and purchasing the lifetime protection plan. Vicki was very pleasant and upbeat, willing to get us the best deal possible. Her system wasnt allowing her to add our $50 coupon, so she spoke to her district manager, Robert Havard, who approved honoring the coupon. I inquired if pricing would go down more in the coming weeks since Black Friday is approaching but was assured that this was the best we could get, so we accepted that and left happy with our $1,449.62 total (this ring is normally almost $900 each!). The very next day, I checked the website again and saw the same ring priced at $587.30. I called the store and spoke to Vicki again on 10/21 who told us to come back in to see what she could do. Vicki gave amazing customer service and again spoke to Mr. Havard to approve giving us the updated price from the website. I greatly appreciate both of them making sure we were satisfied with our price, and I would recommend Zales to other people because of their dedication to providing excellent customer service.

Vicki the so call manager is very rude, and short with her customers. When I visited the store not only did she walk right by me and not even say one word to me. I over heard her tell one of her employees about how cheap another employees cloths where bc she didnt have name brand on. I dont know how this lady made it to be a manager in this store something needs to be done or yall are going to lose a lot of customers bc of her.

I went there today to have some links removed from a watch that was purchased there. They tell me they can’t help me because their “watch girl is out” and I can come back NEXT WEEK. Mind you, there were at least five people working in the store; how is it that not one of them can remove a watch link? Then they go on to say that they “are really sorry but they don’t want to mess it up.” How can you be working in a jewelry store where you sell watches and not know how to provide this service Very dissatisfied.

Vicki, is very nasty, rude and short with people. I wanted to get my ring fixed but she couldnt find my ring in there system. She was so impatient and not willing to go the extra mile for the customer. Vicki is like this every time I been in Zales and I only been to this store four times. I will no longer to go to this Zales as long as Vicki is there.

I would give a ZERO if it is an option.The WORST Zale branch ever! I moved to triangle area for almost two years, and visited this branch for 4 times at least, never had good experience. and now I finally decide to give them a review. (Note that I used to love Zale. I had amazing experience with other branches. But this one in Southpoint is horrible!)This is my experience: the people work at this branch do not show respect to their customers. They never greet me. Does not matter if there were other customers around, they never greet me when I was in the store. There was a guy work for the weekend shift. One time I walked in in the early morning. There was no other customer at that moment. He saw us, did not see anything, turned around and worked on the computer. (Seriously!?). My husband and I tried to say hi to him and told him we want our jewelry checked (as part of their life warranty). He took our jewelry, cleaned and returned, without any smile the whole time.Past weekend we went again, there were only one customer. And I was surprised to see the Zale rep is smiling and talking to the customer at the check out. He saw me, still did not say anything. I originally thought that was because they were busy doing the transaction. So I waited. After 10 min, I was still waiting, without knowing if someone is trying to take care of me or not, because no one came to greet me. the guy at the cashier even passed me several time, I did not get greeted. He did not even say a word or trying to make eye contact with me. In other Zale branch, I would at least got a sentence like, “sorry I am with other customers, can you wait?” Or “ I will be with you after this”. Anything would be nice rather than ignoring your customer. Then a lady came out of the back room. I though finally someone is coming to help me. Nope! She went directly to the computer. Again, NO greetings. She also passed me several times, yet Did not even look at me, as if I do not exist. I finally cannot handle and ask them to find someone to help me. While I was asking the lady “do you have anyone else to help me?” She pick up the phone in front of her. Yeup, she picked up the phone while I was asking her a question. How polite! I think they finally got the point that I was pretty upset at their service so the lady help me. But there was NO “sorry for the waiting” nor a smile throughout the time she cleaney my jewelry. NONE! At the end, she handed back my jewelry without a word and started to walked away. I found it very annoyed but still asked “is that it? (Do you finish what you had to do with the inspection process?)”. Seriously! You cannot even tell your customer you are done while you give back their stuff?Such a turn off to shop at Zale. I don’t even want to step into their store now.

This store took price tag off when they sold items to you

Horrible customer service via phone. Service rep was loud, inpatient, and interruptive. Not even interested in visiting this location after phone conversation.

Really crappy associates. Couldnt even tell me their hours of business.

After reading the reviews I wouldn’t dare. I’m all about customer service. Especially if I’m spending hundreds of dollars in one establishment. Get it together Zales.