Report: #527677

Complaint Review: Zales Diamond Store, Zales Jewelers, Zales Corp., Zales

  • Submitted: Mon, November 23, 2009
  • Updated: Tue, March 30, 2010
  • Reported By: Selk — Bloomington Indiana United States of America
  • Zales Diamond Store, Zales Jewelers, Zales Corp., Zales
    2996 E 3rd St Bloomington, IN 47401-6490
    Bloomington, Indiana
    United States of America

Zales Diamond Store, Zales Jewelers, Zales Corp., Zales Colleen Cost - store manager, Bob Shine - regional manager. They took my ring without my permission and DESPITE my refusals and sent it to their jeweler! That's THEFT of my personal property!! I've been talking to the police now!!! Bloomington, Indiana

*Author of original report: Here's what happened ...

*Consumer Comment: Soo... what happened?

Show customers why they should trust your business over your competitors...

I'm CURRENTLY in the process of going through the same thing everyone else on here has posted about ZALES!! EVERY complaint posted on this site is TRUE! I only wish I'd come across this site before I EVER decided to get my ring sized! Here's the scoop:

1. I took my ring in to be sized and asked the sales girl if they ever had missing rings, damages, loss etc ... and did they have insurance - she said if ANYTHING happened Zales would replace with no problem! They'd make it all good! So I left my ring.

2. They call me to come pick the ring up and they don't tell me that they cracked the stone during sizing. I walk outta the store with the ring and notice the rock is throwing sparks in an odd pattern like never before. Within 10 minutes of walkin' outta the store I see that the ring is fractured. I call the sales girl and she says the store manager, Colleen Cost will be in the next day and she'll fix it all.

3. I go into the store where I encounter Colleen Cost, the store manager and she tries to tell me that the fractures and cracks in the ring are probably "natural inclusions" I tell her absolutely not true. I tell her then and there that I want the ring replaced entirely. She says her regional manager will probably just have her cut me a check for the replacement value - I tell her that is exactly what I want. Then she tries to argue for me having them repair the ring - I tell her no way I can't risk it ( since their jeweler didn't notify me of the damage in the first place I know their jeweler is dishonest at the very least )

4. I go back to find out what the story is about what their going to do for the ring and she tells me that her manager really needs to look at the ring so he knows what's going on. I finally agree to let her SHOW it to him because he will need to look at it but that is all I give my permission for - but I tell her - NO REPAIRS are authorized!

5. I come home and about midweek I get a message on my machine that she has sent the ring to the jeweler so they can figure out what they want to do!!!! I nearly go ballistic at this point!

6. I go into the store and say - I'm here to pick up the ring. She says - did someone call you? I say no - I want the ring, I'm here to pick it up! She then tells me that BOB SHINE took it and he has it at the jewelers! I tell her that BOB does not have my permission to be in possession of my ring and that if it is not returned ASAP I will call the police and that I absolutely did not authorize any repairs. At this point Colleen LIES to me and tells me no repairs have been done!

7. My spouse got a phone call from Colleen Cost today stating the ring has been REPAIRED and will be in TOMORROW!

The reason I said no to the repairs was because of all the reports on this website I read AFTER they had cracked the stone in my ring AND the fact that they do terrible repairs, lie, and 1/2 the time your jewelry ends up MIA!!!

I am thinking I will report them to the Federal Trade Commission and sue them. Also, I just want to do all I can to make sure that nobody has to go through this like me and the rest of the people who had to come to this website to get the word out.

Oh yeah - Bob Shine has at least one other complaint on this website that I found!

I don't see the difference between Zales and organized crime, really.

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#1 Author of original report

Here's what happened ...

AUTHOR: Selk - (United States of America)

Well, after having gotten a lie on my answering machine about where the ring was, I went into the store and got a totally different lie - and then the truth. I went in the store unannounced so that the store management couldn't anticipate my arrival and hide from me - because they WILL hide from you and have the staff screen calls so they can avoid you. They attempted to do that very thing to me - but luckily I found that they used that tactic here on the website too so I circumvented it.

Anyway, after having ambushed the manager with the unexpected visit and documentation and witness of her latest lie, I came back into the store at another time she was not expecting and got the ring from a couple of new guys who worked there, who didn't know who I was. After inspecting the ring, I showed them the ring and told them what had been done. I also showed them how the ring was supposed to look as I had the replica with me. I also told them that if they didn't want to steal, or tell lies for a living they'd have to find another job in a hurry.

The regional manager Bob Shine had taken the ring without my permission, stole the stone out of it, and put in a piece of glass. What's more it looks like the ring had been in a chop shop. I say that because it looks like the the ring was in the process of being disguised. Bob had removed the detailing of the milgrain on the ring, disfigured the prongs, and the piece of glass he put in place of the original stone was larger, and a totally different color. It looked like a different ring when I got it back. There was no reason why they needed to remove the milgrain - but you know I've found complaints from former Zales managers on other complaints boards that Zales routinely will disfigure a ring and sell it as new to another customer somewhere else. That's why I called the police when they started their funny business with my ring. I'm certain that if I'd not threatened them with calling the police and reporting it stolen - I'd not have my ring back to this day. 

I went ahead and repurchased the exact ring from the original jeweler ( did not buy either ring at Zales ) that I bought it from to begin with. I already knew Zales wasn't going to try to do anything to make it right. So I've got the exact copy of the ring which I paid for out of my own pocket - which Zales refused to do - although their contract says they will do so and I have the ring they ruined along with all the paperwork - initialed by the manager too :o). I show it to everyone I come into contact with so that they can see the before and after of what happened to it.

I never once gave Zales the option or permission to do any repairs to the ring for the above reasons. I insisted they replace the ring entirely and told them where to buy the ring, how much it cost etc ... They decided to steal the ring and do the ol' chop shop thing.

Zales decided they could afford to steal from me, and lie to me for some odd reason. I guess they figure it won't catch up with them. They made their choices and I guess they thought this complaint would be worth it? 

I am familiar with the jewelry store of which you speak - now that I understand the risk of doing business with Zales and stores of their kind - I'll be doing more business with the jewelry store of which you are speaking of. That jewelry store is pretty much famous in this community for honesty, integrity, and quality. I and my family have done business with them over the years, and so I can say that their sterling reputation is understated.

Here's something I've not mentioned - During the time I had all this trouble with Zales regarding my engagement ring - I sold my car, and I had planned to give all of that money to the local humane society. I already knew that Zales would refuse to come through and meet the obligations of their contract. I was torn. My ring was not the run of the mill engagement ring, and it was from a man unlike any other on this Earth. Everyone cherishes their engagement ring and their mate - but the story of our relationship is extraordinary and I could not let the situation with my ring remain as Zales had left it. In the end, this dilemma was not resolved at my expense, but at the expense of the local humane society, unbeknownst to the humane society. Though the local humane society has never been made aware of the gift of money I had intended for them, it just goes to show you how dishonest people can make such a negative impact on our local communities.

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#2 Consumer Comment

Soo... what happened?

AUTHOR: Jeremy - (U.S.A.)

So what happened to your ring? You state that Zales said it was repaired and would be ready for pickup. Did you get it back? Was it repaired? If repaired, was it to your satisfaction?

Did you take the case any further? I'm just curious. I have never done business with Zales, as I haven't been terribly impressed by their service whenever I've stepped through the door. I STRONGLY recommend to everyone that they find a reputable, locally-owned jewelry store. That little tiny place down the street from you that's been in business for 40 years is still there for a reason. Nine times out of ten they will beat the big mall jewelry stores in service and pricing... and they probably have better quality diamonds too.
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