Zales in Kapolei, HI Open now

Reviews about Zales

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  March 13, 2019, by Juliefe Acebedo
  Worst customer service in a jewelry store. I brought in my bracelet for repair on Jan 4th, and the associate who helped me ended up putting my mother’s name on the repair receipt even though I already handed her the original receipt and lifetime warranty paper, which both had my name on it. I had given the associate an updated phone number to call when the jewelry came in. It’s now mid February, and I still haven’t gotten a call so I called them and I was told that the reason why they had not called me was because the number they had on file was no longer in service. So I told the associate that I was aware of that, and that’s why I had given an updated phone number to call when the bracelet was done. So I had give the repair number, and turns out that my bracelet was already in. So I come into the store about a week after I called and confirmed that the bracelet was in. It was busy the day I come in and a lot of customers waiting, so I patiently wait my turn. So I give the associate my repair receipt and warranty paper, she looks up my name, looks inside some drawers, then gives me back my papers and walks away. So I say, “wait where’s my bracelet.” She then tells me that my bracelet is not in yet. I explain to her that I confirmed this with an associate over the phone last week, and I asked her to please look up the repair number. She then tells me, “I’m so sorry ma’am but we’re very busy right now and there’s other customers waiting. If you like, you can speak with my assistant manager but he’s with a custmomer right now, you can wait if you want or call our store later and ask for him.” So I walk out in disbelief and completely pissed. I call the store a few hours later, and ask for the assistant manager. He tells me that he was the associate I spoke with last week about my bracelet, and that it was in the store and looking straight at it. This made me even more furious. So of course I give him a piece of my mind. Even though I thought the assistant manager’s apology was very sincere, it didn’t make up for the poor customer service I experienced.