Zales

Full review
Buying jewelry from zales.com has proved to be risky business and a bitter experience. I therefore do not recommend zales.com.

Here is my story. I have ordered a gold cross with a chain for christmas, as a present. I received it within two days (as advertised) but only the cross, no chain. I give it to my mother in law, with the hope and promise that she will soon get the matching chain. I called customer service, explain the problem, and the lady at the other end of the line tells me she will put in a request to have zales.com ship the chain, and that I should hear from them within 24 hours. Since I received no sign from them within 48 hours, I call customer service again. The lady from customer service and a "supervisor" recommend : 1) return the object ; 2) zales will send a refund for the price of the chain that I can buy from somewhere else (their prices would be too high to buy a chain from them with the money I would get as a refund); 3) I place another order and they will send my gold cross with the chain, and a prepaid return envelope to return the incomplete order. I reject option 1 since I already made the present. I choose to order the same item again and within two days, promptly again, I receive another incomplete order: a cross, but not a chain. No return envelope either. I call again customer service, and after a long waiting time and an interrupted call I get to talk to another "supervisor" who tells me that the item I ordered twice does not come with a chain. This is despite of the way the item is advertised on the web, despite of what three other customer representatives said, and despite the fact that I was made to order the item again. She promises however to try to send a chain... which is not what they customarily do... but just to appease my frustration.
After a while I get two emails from FedEx to schedule a pick up for the return merchandise. I am going to return the second cross and I am to receive a refund within 30 days. Wish me luck!

Possible Conclusion: Beware of misrepresented merchandise that may trick you into believing that they have small prices.

Unfortunately I found customer service lacking the power to decide, or unwilling to solve the problems. I will not do business with zales.com anytime soon. If you do, I hope you will not have a problem with the merchandise, customer service does not seem able to provide support.