I have always had amazing service here. When I bought our first ring the employees did everything they could to expedite shipping so I could have the ring on our big trip so I could propose. Then later on Kelsey was so amazing with our maintenance work. I highly recommend this store.
My husband and I have been very loyal to Zales since we got engaged 7 years ago. I have decided to go somewhere else when I need jewelry because I have gotten nothing but bad service from both of the stores here in Wichita. At Towne East they won't talk to you if they are in the middle of a personal conversation, and then they will act rudely to you and won't help you becuase you interrupted their important conversation about their evening plans and don't go to Towne West if you expect to get links in your watch. For a 2 minute process they will either ask to keep your watch and request you come back "tomorrow" to pick it up or they will send you over to Gordon's. I guess it is my fault really, I didn't realize you needed a college degree to change out a watch link.
First of all I bought a ring for my girlfriend for Christmas online from Zales. When I received it there was a stone missing so I took it to the Zales store in Towne East on 12/8/10 only to be told that I could exchange it but I would have to either pay for the re-sizing or buy the warranty. I originally wanted a warranty so I went ahead and purchased it. Then I was told that if I sent it in to be re-sized I wouldn't get it back until January 5th, remember this was a Christmas gift so this irritated me a little so I just decided to give it to my girlfriend early so that she could send it in and get it back a little sooner than if I waited till Christmas to give it to her. She took it in three days later on 12/11/10 to Towne West and was told that she could get it back in two weeks which is faster than I was originally quoted three days earlier or 5 days if she payed the $10 fee. I was not even offered this service. Basically Zales on the East side ruined this Christmas surprise for my girlfriend. This has been the worst customer service I have ever had at a jewelry store. I am a store manager and if my employees gave this low level of service I would not be very happy with them.
This is the WORST store EVER!!!! STAY AWAY! We have been loyal Zales customers for 11 years, and never had a problem. One year ago, my husband took his wedding band in to be cleaned to the Towne East store. Not only did they physically break the band while cleaning it...it has now been 12 MONTHS since they said they would replace it. 12 months! Meantime, we have gotten the runaround constantly...saying the ring isn't in yet, the manager needs to approve the new ring, we don't know where it is...you name it! We call and call, and conveniently, no one is ever in, and no one can help with our situation. Every week, it's a new story! If we EVER get our ring back, it will be due to a lawsuit!
They can only change out a watch battery they reported they are not qualified to actually do any in store watch repair at all.
Zales is a US Jewelry Store based in Wichita, Kansas. Zales is located at 7700 E Kellogg Dr, Wichita, KS 67207, USA.
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