My husband purchased a pre owned bridal set (approx $1000.) on January 14. On May 26, I noticed that one of the stones from the band had fallen out. It is channel set. Being VERY upset (it looks like an open mouth with a tooth missing) we went by the store indicated above to inquire about getting it replaced. We were told by the sales staff that all she could do was to send it for an estimated replacement cost and that we would be responsible for the cost because it was pre owned and not warranty eligible.
This was NOT acceptable to us, so I asked to speak to the store manager, who I spoke with the next day. She explained that she had no control about pre owned stock, that all pre owned jewelry came from Corporate pre priced.
I then asked for the district manager's name and number. This was provided to me. The store manager said the district manager would only be available after 3:00pm and that either I could call him or she would call him and explain the situation and see what they could workout.
About 5:00pm that same day, I received a call from the store manager to explain the repair option that they were prepared to offer. The offer was to have the ring with the missing stone at the store's cost (I would still pay for it.) or I could exchange it for another set. My husband selected the set to surprise me for our 43rd wedding anniversary, so exchange was NOT an option for me. I then inquired about the store's cost of stone replacement. The store manager indicated that it would be about $30.00.
I can't believe that "Zales - The diamond store" would stoop so low as not to stand by its product any better than that. It was not even six months old when this happened. It is also simply unbelievable that a company of Zales character and who has been in business so long would gouge its customers for $30.00 and stir up customer discontent like this. Without proper satisfaction made here, you can be assured that we would not recommend Zales to anyone.
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