Zales is a horrible store with bad customer service and even worse no responsibility, on June 7th my boyfriend of 4 years asked me to marry him with a ring he bought from zales with a warranty. I needed to have it resized so we took it in that night to the store location in Vacaville, CA. I also had a tanzanite ring that was the first ring that he had given me only about a year and a half after we started dating, it was part of a set with a necklace, and earrings, he purchased it at a custom store so there is no two of the same. The ring was given to me for my 18th birthday. I never took the ring or the necklace off after that! The ring was my favorite in the set and the whole set was extremely sentimental to me. We had even talked about because i cherished the ring so much that instead of a diamond ring for a wedding ring that we would have this resized and i would wear this as a wedding ring. We didn't want to get married right away so i wanted to have the ring resized so i could wear it on my right hand for now.instead of wearing it where i normally did which was on my middle finger on the left hand. Anyway we dropped off the ring that night with the engagement ring to zales the woman appraised both at 300 dollars which was kind of funny when we had just purchased the engagement ring with a receipt that stated a bit more. I was extremely apprehensive about handing over my rings especially the tanzanite, i just meant more than engagement ring because i had it for longer. I even asked the clerk if they had ever lost anything she stated "we have NEVER had to act on our appraisal and pay someone back for it." The rings were supposed to be sent out on Monday and return either Thursday afternoon or Friday morning and they would call when they came in. Thursday around 5:30 i hadn't received a call so i called and asked they stated "Let me check and see if it came in, yes your ring is here." i asked them i had two that were sent at the same time to be resized, is the other one back too? Again she stated " let me check." came back and stated " no i only have one in that name." my heart sank. I asked her which one came back she stated the diamond one. I started crying. She said sometimes things can go out at the same time and come back at different times not to worry we would wait until Friday. Friday came without a ring they contacted the jeweler who doesn't remember the piece which is very unique and would be hard to not remember and he doesn't have it they called me around 1:45 and stated that it was not in the new shipment either so come in and pick out a new ring i have up to a 300$ value and with the sale currently i could find a nice ring! I was so upset i hung up on them. Over the next two days we were getting so many stories, the funny part was we were only talking to one person. The only straight answer i have gotten so far it that 13 pieces were invoiced and "went out" including my two rings and only 12 came back and they knew nothing about the ring missing until i called and came in on Thursday night to pick up the other one. First it was we only have one jeweler and he didn't get it, then it was the jeweler is responsible because he was supposed to check in the order and call us if there was a missing piece so he is responsibility. My mother had worked for years in a jewelry store and managed it for years too until the store chain closed down. She got on the phone and told them that every piece had to be tracked why couldn't they find it. Again he gave her a different story now they have 2 jewelers that they trust completely and have a call and message into the other one to see if it was possibly sent out in the specialty items. Point is i am never going to see that ring again and i feel like taking my engagement ring back i have cried so much over this nothing will ever replace the meaning of that ring and i have spent countless hours trying to find anything that even looks similar to it and have come up short. The real kicker is the want me to have store credit to replace that ring when the ring wasn't even purchased there! Why would i want another ring period, and why would i want one from there store. Funny that i specifically asked if they had ever lost anything and they stated no but the "first time it's ever happened" it happens with my ring. Needless to say i still haven't gotten a straight story out of they and they will be talking to a lawyer about this matter, the funny part is that i asked them to make a new similar ring and they stated it would cost them over a 1000$ to create a ring like that and that would be before markup, so how is it that they can value my ring at 300$. I will never do business with them again and i hope that you take into consideration not too, i also did some research on the internet which brought me to usacomplaints.com which you will see similar stories to mine as well as people that sent out rings and such only to get them back with a different stone and such please take into consideration i don't want what happened to me to happen to someone else! I wish i would have seen this sooner i would have taken my ring to a local store that has a jeweler in house
Jah1103
vacaville, California
U.S.A.
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