Tonight my boyfriend and I went to Castleton square mall to go to Build-a-Bear & get my Pandora cleaned, etc. To anyone that knows Castleton Square mall, the diamond stores lie in between Build-a-Bear and Pandora, including Zales, which I knew has both Vera Wang and a Disney fine jewelry collection, which we were extremely interested in. We also needed to know my boyfriend's ring size. Now, I must disclose that I am disabled. It had been a particularly painful day, to the point I was not only considering asking my boyfriend to put my wheelchair in the car, but also that we found ourselves instead diverting back to home for a few hours mid day so I could rest, take medicine and use another hot water bottle. I don't like making a big deal of my disability & most people are polite enough not to ask, unless I introduce the subject first in a matter where I feel it will add or contribute to the overall dialogue; I don't make a habit of just bringing it up. However, on this occasion that decision was made for us... now hypothetically, one would think the goal of a diamond shop was to, in fact, sell diamonds- but even more importantly, create rapport, build relationships, and to put customers at ease ahead of a major purchase that most certainly would impact the rest of their lives. One would assume a young woman & her man- after asking specifically about ring sizes near engagement and wedding band cases- might include "How long have you been together?", "Are you both from Indianapolis?", "So, how did you two meet?", "What do you do for a living?", "Are you having a date night?", "Are you on your way to, or just coming back from, dinner?", "Celebrating anything special tonight?", "Are you in town for the film festival?", "Anything special coming up in your future?"....... Sadly, these were not the choices of the gentleman who chose to attend to us. His question amounted to (mind you we were so stunned we both had difficulty remembering the first few words, but are both in agreement about the term 'stick'---) "[So what happened to lead you] to carry around a stick [with you]??" I mean right out there. Right like that. I felt like I was Dr. Weaver dealing with Dr. Dave Malucci asking about her leg, and the obvious absurdity she displayed with him, saying it was, in all reality, none of his business. I can't believe this is 2017; not only did he see nothing wrong with calling out my differently able-ness right out there in public, but that he made it HIS business. Then, to confound the matter further- and I'm sure if you look up the phrase 'add insult to injury- you will see his face- he had the audacity, the total lack of TACT- to call my medically necessary cane a 'stick'. I didn't go outside and whittle a tree branch to go on a hike. My cane isn't a 'stick'. My face went red hot, and I realized in that moment I was actually being "other"-ized as a member of the disabled community. I said simply "That was, um, blunt.... I'm disabled, that's why I use a cane." Then asked my boyfriend to leave. I feel truly bad for that employee. May he never feel the sting of embarrassment caused to him by another for calling out his 'otherness' as he did to me. I have no less control over the visibility of my illness/disability as he has over the color of his skin- but I would never DARE cross that line. There is zero chance he would have made the same kind of comment to a visibly more able bodied person. I cannot believe Zales is still so socially tone deaf that they see nothing wrong with treating their disabled customers this way. I HAVE to assume the only reason I was questioned about my disability was because my aid happened to be a visual signal to that fact. Had I come in wearing dark glasses and using a service dog---- would I have been asked how I lost my sight? Edited only for small typos.

Terrible customer service on Joel the store manager part. I was told my wedding ring would cost $100 to get fixed. Lost a small diamond. Although this same problem a year previous was free. I asked why it wasn’t covered I was told “not sure but someone dropped the ball.” I explained I have my old receipt and Joel said “I don’t even see the repair?” explained I have the receipt in a email I’m looking at it. He then told me call this number and maybe they will give you the service for free. I call the number to be told no this is a store problem and I cannot be helped. I call back Joel told me I would get a phone call with an estimate for my ring to be repaired. Never received anything. I call talk to Katie and she put my email on the account. Never got an email, phone call nothing on the status of my ring. I call now for the 4th time. I’m told by Joel oh yeah your ring is here. thank you for none of the promises I was told would happen. I then ask well how much is it? His reply nothing it is all covered under warranty? When I said I was told my lost diamond would not be covered his reply oh. I asked for my warranty paperwork and what was actually covered. His reply ok. Not a I’m sorry not a single word. I call today after my ring was picked up what happen. I was again told by Katie. You got lucky and got a free diamond replacement? Seems confusing when I was told by the STORE manager it was covered. I am getting a complete run around. very unprofessional to say one thing and do another. I’m thankful I got my repair but the hoops and the ball being dropped is crazy to me.

I took my engagement ring here to be sized down and also to have a sizing bar put in it. I was called with a quote for these things and agreed. This was all time sensitive as my wedding is coming up and I needed it done. When I got the ring back, it was sized down, but they did not put the sizing bar in it. They also charged me $80 to tighten the stones and $30 to clean and polish the ring, neither of which I asked for or agreed to. Now my ring still doesn’t fit because the sizing bar is not in it and it is still too big. I also never authorized anyone to tighten stones or clean and polish it for an extra $100. I will say, the salesman I worked with had nothing to do with this so that is not his fault. He showed me what work he requested and what I had signed for and it was not what was done so I’m not sure who took the liberty of doing whatever they wanted with my ring and then not doing work that I had asked to have done. Now my ring is not going to be ready in time for my wedding, and it is very upsetting. Update: I called the number provided in the response and was told I would receive a call back. I did eventually get a call back a number of days later and he told me he was working on it and would get back to me Saturday. It’s 2 weeks later and no call. So, I thought I was gonna get some follow through but no such luck

Worst customer service I have received ever for a jewelry store. My husband was sized incorrectly, and they told me it would take between 4-8 weeks for the original ring to come in. Ordered in November and no one ever called me and when I called they had no idea where it was. Ended up getting the ring several months after I was told I would have it, and on the wedding day...it didn't fit. Took it back because I had purchased the "lifetime warranty" and apparently it's only good for one re-size. Had it resized, no one called to tell me it was in the store ready to be picked up AGAIN, and then, when I went to pick it up they told me I owed money for a warranty and for special order. I did not want to purchase the warranty again because I never plan on going back there. Neither associate in the store could figure out what to do so they told me I had to come back in an hour and half when the manager got there. The charge that was on the receipt was for a "special order" and was never explained to me at the time of the return, nor when I picked up the ring. Ended up taking all of the charges off, but I would STRONGLY recommend buying your jewelry anywhere else but here.

The initial visit was ok I did buy a 150.00 bracelet. Not a lot of money I understand. I have had to make several trips to pick up a repair. Zales has had the bracelet more than my girlfriend. This last visit was the last straw. Treated with a decent greeting from the blond working Tuesday the 19th. The brunette or black haired woman demanded my license. I had no trouble with that, I made a statement and said that was the first time being asked for my ID. I think that shows security aand keeps my items safe and assures they get back to me. The comment that came from the old black haired woman was the dumbest thing I’ve ever heard anyone say. “I wasn’t trying to offend you” then went on to talk about company policy. It was said very rudely because she assumed that I was upset. My statement was a statement and when I voiced my statement I said it in a clear and positive tone. This woman tried to make a calm situation and convert it to hostility. Come on Zales where do you find these people??? I will never purchase from Zales again. You can thank the rude old lady with black hair for that one.

Wishing I could give lower than 1 start. We were lied to about their credit line service, and our ring ended up costing $1,000 more than list price in random charges that they put on my card. The man who works there, while my fiance and I were looking at rings, kept pushing my fiance to get him to ask his father to build apartments for him so he can landlord them, which was wildly unprofessional to begin with. He kept pushing the subject, even after my fiance politely told him "no", and even went so far as to write his cell phone number on a card and tried to ask us to meet up with him outside of his work. I'm literally to the point where I'm selling my ring, closing my Zales account, and have taken my business elsewhere (To Diamonds Direct, actually. I highly recommend them. They've been nothing but a dream to work with.) 10/10 complete nightmare of a jewelry store

We were in the store for over an hour and manager made our experience horrible. The Indian lady was super helpful…. Even she complaint about management not helping employees. Manager also tried to lower our store credit….. $200 to $150?? For what? Tried having him explain to us, but my bf was super upset I think it made manager uncomfortable because he didn’t even explain. My bf also had a lifetime warranty that doesn’t even work. Never shopping here again!! My boyfriend had bought a ring here a year ago for our anniversary and when I was at work (I work with little kids with autism) I noticed that my middle diamond was missing. I wore that ring everyday and well manager even made a comment to my bf saying “that’s what they all say” What manager says that?! Even if their joking. Just super upset.

After reading most of the reviews I'm actually shocked to learn about other's and the issues that they've had with Zales. I've purchased multiple pieces of jewelry from this exact location. And never have i had a complaint, or issue with any staff member. In fact, quite the opposite. Not only am i remembered by multiple employees, they ask how my little one is, and how my wife is doing. These things are important when spending hard earned dollars on expensive items. The best thing they do is reach out to me when there are designer events. Sure they want to make another sale, that's the point right? I absolutely love this place, amd won't shop for jewelry anywhere else!

My fiancée took her ring in for Diamond repair and when she got it back it was a smaller ring than the one she brought in. The assistant manager tried to make up some lie about sometimes the ring gets smaller when it goes through a machine but the location in Greenwood said if you only put your ring in for Diamond repair no resizing should have been done. Then when you call to speak to the manager Joel, they say it’s no one by that name at the store. This is the type of bad customer service you get. Don’t go to this location as they will lie and try to charge you to fix their screw ups.

I was here at the Zales store to shop for a gift as soon as I entered this staff member robin just jumped at me in anger but i wanted sunita to help me since she always assists me and is wonderful at her job.Robin needs to be fired as she does not understand that both of the staff members are representing zales.She cannot act like that in front of customers.She is not a good example for other workers.She is so racist and kept staring at me in anger while i was there.NOT HAPPY WITH ROBIN.SUNITA NEEDS A RAISE FOR HER EXCELLENCY.

My center diamond fell out of my necklace. They have had it to repair for 3 months when it was only supposed to be 2 weeks. Today they tell me it's done, I come in and they hand it to me still missing the center diamond! This is the first experience ever, the lady kept trying to tell us that just looking at it you can't tell that a diamond is missing from the center!! Are you kidding me?? Clearly that big hole in the center is missing something! Ridiculous, zales lost a customer in me today.

Terrible customer service. I waited for a few minutes for someone to help me. One older lady just looked at me overtop her glasses, while 3 other associates huddled together behind the cash register, giggling amongst themselves. As I walked out, one girl finally asked if I needed help, and I was upset and told her it was too late. I had waited long enough and was ready to purchase a necklace set for my daughter. She made some face like she didn’t care. Terrible all around!!

Zales staff are constantly trying to back out of their warranty. Despite bringing our rings and paperwork in for the past 10 years we were told everything was automatically being renewed during covid and they even refused to sign paperwork on some occasions. Told us not to bring it in as we're in their system. Now we have been removed from their system and they tried to charge us after cleaning to get our rings back since our papers had gaps when they refused to sign.

This store let someone use my credit card in-store to purchase $7000 worth of jewelry without supplying the actual card. When I called to get more information, the associate who allowed the purchase was there, but “not available”. I’m sure the associate had their eyes on the commission for this sale. Very curious to know if this person asked for Identification or not. Given that they weren’t interested in speaking me, my guess is that they messed up.

I almost didn’t go into this location due to negative reviews. Since I was already there, I did go in. Sunita was very helpful and helped me find the perfect band in less than 20 minutes. I was greeted as soon as I walked in. She immediately showed me bands and jackets to match my engagement ring. Sunita was friendly, efficient, and got me in and out of the store quickly with purchase completed - which is exactly what I wanted.

Horrible, nothing like ordering your ring 2 months in advance. Only to have it not be delivered anytime before the proposal. When calling no one could provide tracking info ( the store or corporate) when asked what could be done I was told to wait... I went and got a second ring elsewhere with no issues and saved the proposal.... update still no ring from zales thus no refund

Bought a pendant for about $1200 which broke within first six month due to poor workmanship which I had to pay to repair (pinch of salt). Well, it broke again within next six month. And despite their assurance that it's covered for next six-month, customer service and store refused to either repair or exchange. Here anything you buy rarely meets their warranty criteria.

Lacks customer service and basic communication skills. Called 10 times before going to EMPTY store, stood in front of store and called, still no answer. Manager, Marilyn is just as bad as sales rep. Dropped a watch Off for repairs 11/27, still haven't gotten the watch back and no word on what's going on with it.

Great experience! Thank you Sunita! I got my engagement ring in 15 min, fast and easy, everything what i want. I don't like to shop:)...so Sonita find for me my dream ring and made our experience very easy. She is a great seller and knowledgeable about jewelry. Thank you and i will be back for my new earrings:)

The customer service that I received there was truly absolutely nothing short of amazing!!! This is the only jewelry store that I will ever go to for any of my upcoming jewelry purchases. A special thank you to Joel and Robin for your help!! You all have made my very special occasion unforgettable …

My fiancé came in to get my ring resized and we had to order another ring. Joel did everything he could to figure out a problem. He found 3 different ideas that we could choose from. I found an even more beautiful ring than I originally had picked out! He was absolutely amazing!

If you guys wanna experience great customer service go to Suvita at Zales. She's patient,kind and she's quick with getting you in & out.The other lady is rasict in all she wants in your money.Dont go to the lady with the electric plug blonde hair because she'll rip you off!!!!

We bought my replacement engagement ring from there in November and my stone fell out yesterday. I took it in the store today along with my receipts and within a matter of minutes my son was remounted and my ring was back on my finger. They were amazing!

Good luck trying to get anyone to help you if you aren’t trying to make a purchase. Trying to have anyone even acknowledge you for any warranty or maintenance work is just about impossible. Find another Zales or even better find another jeweler.

I want to say joel the store manager did an amazing job today. His customer service was top notch. I purchased two watches this afternoon. And he helped in every way possible. Zales really did a great job when choosing this manager.

So, after a bad day yesterday, I must say Joel, the manager went completely above and beyond today! He not only responded promptly, but made sure everything was made right! We are now lifetime customers. Thank you!

I bought a Movado watch a year and a half ago and recently got a quote to replace the leather band. They gave me a quote that was nearly 75% of what I originally paid for the watch! Unbelievable.

Horrible Service-Sales promotions were not honored at the time of purchase and I didn't find out until I called customer service to check the balance on my account.

Having them fix my wife and my wedding rings took 4 weeks and when I got mine back realized it was still bent and had low spot from being over polished.

If they tell you to bring your jewelry in every 6 months then make sure to do it, otherwise you are not covered under the warranty you purchased.

Poor customer service. Waited for half hour with no help from anybody. Not worth the wait. Never going back, would prefer other stores.

Don't go to the sales associate Sunita very lazy didn't put any effort to find my name in the system I've been a customer over 7yrs!!!

Katie was fantastic! She addressed every concern I had and was able to help me pick the perfect ring! Can’t recommend her enough!

Jaden took her time with us and found my husband and myself exactly what we were hoping to find! Thank you, thank you, thank you!

Joslyn was very friendly and made our shopping experience at ease with her great communication skills and friendly approach.

Came in to pick up my ring I had ordered and Robin helped me out very much! I felt welcomed and pleased with my service.

They never answer the phone. The other Zales stores will even tell you good luck trying to get Zales Castleton to answer

I love Katie!! She’s so sweet, lets me know when the deals are and gets the job done for me. I love my pieces from her!

I had a lovely and informed sale with Anna. No pressure, articulate, and helped me find the perfect ring for my lady.

The manager Joel is always patient, pleasant, helpful, an all around gem. I'm glad he works at Castleton . Thank you

Some of the people are professional some less. Gave 4 stars because it took 3 weeks to get done being sized.

Sunita was amazing. Very informative and helped my partner and I pick the perfect engagement ring!!!

Love love love Sunita, only person I like to go to. She’s excellent with superb customer service!

Snobby and unfriendly staff. Canceled my order and went to the ft wayne store.. soo much better.

Great customer service had issues with a ring and they worked very hard to find a solution

We got 2 watches readjusted for free. Our sales woman was great. Thank you Holly …

Sunita was extremely helpful and helped my fiance and I find our perfect wedding bands!

The salesperson was very professional and extremely helpful. I will definitely return.

Sunita was awesome it was the best no pressure jewelry shopping experience I ever had

Suitable, hands down simply the Best. Great listener, knowledgeable and experienced.

Joel was fantastic! Super professional and helped us out. Definitely will be back.

I enjoyed Sunita and she showed me what I asked for. No worries. Thank you …

There was a long wait but the jewelry is beautiful and it was worth the wait.

Great experience, Erma took good care of me and always have. She's the best!

The lady who helped me was super kind and patient while I tried to decide.

Marilyn is a great lady to shop with! Go see her for all of your needs!

miss sunita was a wonderful help , definitely recommend askin for her

My place for the Shaquille O'Neal line the best looking Man jewelry

Ashley is awesome! Always have a great experience everytime we go!

I brought a wedding ring for my wife to be Trishann. …

Had a great sale. Little crowed but worth the wait.

I love this location and there customer service.

Very helpful sales team and excellent prices.

Great experience and great patience

Great place to get pretty jewelry

Update your hours please

Great service gentleman

Great customer service

Nice jewelry store.

Perfect experience!

Horrible service

Love it here