Ripoff Report > Zales Jewelers Review - Littleton, Colorado (2025)

Zales Jewelers Broke engagement ring, rude manager refused to fix, insulted me Littleton, Colorado

On March 25th 2011 I took my wedding set to the Zales store in Southwest Plaza in Littleton Colorado to be cleaned. When the young sales girl brought me my rings back she handed me the two rings and a business card with one of my diamonds taped on it. I asked what had happened. She said she didn't know all she knew was it came out of the cleaning machine with the diamond no longer in the ring. I asked her what they were going to do to fix it. She told me I needed to talk to the manager. This is where the real fight began.

I walked over to where the manager was and he asked to see the ring. I handed it to him and he said "Sorry" in a very rude tone. I asked him what they were going to do to fix the ring and he told me "Nothing" I asked why. He said " We cleaned the ring as a courtesy and are not liable for this. The stone was going to fall out eventually" I asked if I had signed awaiverof liability and he said " Nobody in the industry has a waiver for cleaning" I said "Where are the signs saying you are notresponsiblefor stones falling out?" He said "We don't have any signs" I told him that without either of those there is am implied liability. He told me I was ignorant and didn't know anything. He then asked if I was willing to pay to have the ring fixed and I told him that if I had to pay to have it fixed it would not be at Zales. I then had to ask for him to return my ring and diamond back to me which he then tossed on the counter and started to walk away. As I was leaving I told him to be sure to look for the report on ripoffreport.com.

I went to anindependentjeweler that I have used in the past and showed him the ring and diamond and told him the story. He told me that he would never put a ring in an ultrasonic cleaner without checking to see if the stones were loose. He said if they didn't check then their statement that the stone would have fallen out later was pure rubbish because they don't know that and if they did check and it was loose then why did they put it in the machine?
I have to say the comment that it would have fallen out eventually reminds me of a question off an old law school test (I didn't go to law school but saw the test while assisting quadriplegic who was attending law school) the question is as follows...A man jumps off a 20 story building. As he is falling past the 6th floor a man shoots him in the head killing him. Since he was going to die when he hit the ground is it murder? Well the answer is yes. Just be cause something will happen eventually doesn't mean you can cause it to happen and not be at fault.

I filed a complaint with Joyce at the corporate office (and she was really nice and sweet no complaints about the customer service from corporate office) and received case #455080. The case was supposed to be escalated to the district manager and I am waiting to hear from him. I will update when/if I hear from Zales regarding my request for reimbursement of the repair costs.

mr rik

miami,
Florida,
USA

voiceofreason

North Carolina,
United States of America

Rude is rude, period, whether someone is in the store for just a free service or not. If the store resents so much doing a free service that they rudely dismiss the recipient when an issue arises, then they should either stop performing free services, do the right thing when something goes wrong instead of not doing the right thing, or get the hell out of business altogether. THEY accepted the ring for cleaning and it came apart in THEIR hands. At least be courteous and decent about it afterward. If the manager acts that way in this situation, he'll likely do the same to paying customers who have problems after a sale. Hence, the report on them is totally justified.

Flynrider

Phoenix,
Arizona,
USA

mr rik

miami,
Florida,
USA

you buy the ring?

Melissa

United States of America

Heidi

80227,
Colorado,
United States of America

Cory

San Antonio,
Texas,
U.S.A.

Been in the jewelry business for 30+ years, have had my own shop for 17+ years. You statethat you took your ring to an indepandant jeweler that you have used in the past. He stated that he would never put a ring in an ultrasonic cleaner without checking to see if the stones were loose. The reason he would check to see if the stones were loose BEFORE he put them in the ultrasonic IS because they MIGHT FALL OUT. That's why. Your independant guy is smart. He's learned the hard way. Stones fall out in the ultrasonic all the time. When we get done working on a ring, we put them IN an ultrasonic to check and see IF all the stones ARE tight. If a customer comes in and wants their ring cleaned and we check the stones and some of them are loose we can charge them to tighten. It looks like we know what we are doing. If they are loose and fall out in the ultrasonic for a NO CHARGE CLEANING,we look stupid, we look like we work at zales, we look likedon't knowwhat we are talking about. Oh and by the way, chances are your stone WOULD have fallen out of your ring. Stones just don't fall out for no reason. If anything, zales probably kept you from losing your diamond. When they handed you back your stone, at least you had a stone to take to your indepandant jeweler to re-set. Just goes to prove, no good deed goes unpunish. Also what type of compensation do you expect for your pain and suffering from zales?

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