Zales Wrecked my Engagement Ring

I am so sorry this happened! Hopefully they'll be able to fix it? Or maybe take the diamonds and reset them into a new setting that would look identical to the original one?

If it makes you feel any better... my ring was damaged too, not because of the jewelry store, but because I literally got a mosquito bite on the knuckle of my ring finger, had an allergic reaction, finger swelled so much that I couldn't get the ring off, ring started cutting off the circulation to my finger so it started turning purple and losing feeling, and I had to be rushed to the emergency room at 1am to have it cut off (I swear this actually happened lol). I was almost in tears as I heard them snap my poor ring off

When I got it repaired, honestly I found myself loving it even more! It felt like we had been through an adversity together and came back alright my FH said we should make it a metaphor about how, just like my ring, anything in our marriage can be put back together, no matter how broken! It's cheesy but it made me happy. There's still a (very subtle) dent in my engagement ring from where it was cut off and I honestly smile every time I see it, thinking about how this put things into such perspective for both of us.

Of course the ring is sentimental! Not trying to minimize that at all. But it IS just a ring. Think of it as just another obstacle to overcome, just another thing to fix, and when you have it fixed, you will look at it on your finger and it will remind you that everything that comes up in your marriage is fixable!

Hope this helps. I know it's cheesy but it helped me when my ring was broken

I understand what you’re saying about not having the emotional attachment to a new ring if they remake it for you. My ring was a size 7 when my FH bought it at Helzberg and it was resized to a 4.5. I lost a couple diamonds in the band within a few months. They suggested that they make me a custom one in my size so the diamonds were able to be set at the right angles. We had them take the center stone and put it in the new ring. My FH put the new ring on my finger since he put the original on my finger for the first time when he proposed. Definitely keep fighting this though. There’s no reason you should be having these issues.

They were the ones who messed it up and should be the ones to resolve it. I would not suggest exploring other jewelers because if they rushed you out of the door they may easily dismiss your argument. I’m sorry good luck!

Yikes, I'm so sorry. These stores are terrible, and I cannot believe they are all still able to do business. The way we were treated going into Kay's just to LOOK, I will never use a national chain jewelry store

Having worked for them in the past (and been in the industry for over 12yrs) I can say that this is common issue when a person goes down in Ring size. The jeweler will cut the bottom shank of the Ring which then pulls at the top and stresses the prongs of the diamonds. This can cause the gaps in the setting and diamonds to come out. It's even more of a delicate process if you have a pave setting too. Unfortunately once this happens, you'll keep having issues with it. It sounds like your Ring was two-toned and the jeweler made a mistake with the rhodium work, thankfully that part is an easy fix. They have to use a torch and the flame can turn the whole Ring back to yellow gold (all wg is made from yg), so once the jeweler is done they will rhodium it and polish the Ring. The associate who took in the repair should have notated on the ticket the yg so when the jeweler matches up the Ring to the ticket, they would've caught it. If you decide you don't want to return the Ring (which is a 90 day window) make sure any future repairs is notated that it's two toned. TBH, you need to have them special order your Ring in the size you need. Any pave diamonds should be casted in the needed Ring size. In general, any Ring size that is under 5 should be special ordered (unless it's a solitaire). For future repairs, ask them to use a local jeweler instead of shipping it out. Most stores use a warehouse type setup for jewelery repairs (huge building with lots of average jewelers sitting at a work bench), but they should have a local jeweler as a backup for emergencies. Zales can do all that I mentioned to you at no cost to you. Good luck and sorry this put a damper on your social moment.

View Quoted Comment Wow, thank you so much for all of that information! So my fiancé bought the ring back in December of last year- so I guess we are past the return window time. Do you think they would give us our money back if they still can’t fix it after these repairs?

View Quoted Comment Since the Ring was purchased in December I'm not sure. If I were the store manager I would have to take in consideration when the Ring was worked on and how many times it was sent out to be worked on, before calling corporate to get a refund approved after the 90 day window. Also, they make their jewelers warranty their work for 30 days so you may have a window of opportunity there to get a refund. I would hope they are allowing you to wear your current Ring now while they special order you a new one, then make the exchange for free when it comes in. Another option they could do is let you make an even exchange for a completely new ring (of equal value). Granted it's not what you were proposed to with, but fresh start with a new ring and new memories.

If you have a pic of your ring from before they damaged it, take it to a lawyer and ask their advise. Take the pic to the store with you and write a letter to the store with a cc to the CEO of zales. Sounds a bit silly but my sister did that and got good results.

I just got back my ring on Sun. from being resized with them.... Boy am I furious. I have a morganite rose gold (10k) and it is COVERED in scratches. I have never had anything scratch this bad. I am glad it isn't just me that has had problems with them.

View Quoted Comment I am so sorry to hear this happened to you, Hannah. Literally it was the worst feeling in the world. They offered to get me a brand new ring and have it sized specially for me, but I turned it down and got the money back. I didn’t want to have problems down the road with them when the ring had even more sentimental value. We are going to look for a ring at small family owned businesses rather than a huge chain now. I’ll also be sure to get insurance on the ring right away. My advice to you would be to talk with the store manager- you can make an appointment with them. The assistant manager was nice but didn’t have the authority to help with anything really. Good luck to you ❤️ Totally understand how much it sucks.

Wow! I'm not alone! Hello! This just happened to my love and I. He proposed NY2021. The look on his face i knew something was wrong but i took it as he was just off guard since he had just dropped the ring when he got on one knee. He was so taken back when it didn't fit my finger the moment I said "Yes!" But we continued to be happy i laughed about it. It wasn't funny anymore on the next day when he shares with me his experience with Zales. He said the lady who helped him kept advising him not to resize till i went in and tried it on. Well he said no i know her size, she can't know I'm proposing please resize it. He was asked to pick up 2 weeks later. For nothing apparently it was never touched. We've been dating for 4 years he's bought me a ring or 2 before so knowing my size is something he has on point. We took it back to Zales the next day and you guys the size was 7 I'm a healthy 9.5. Huge difference so you could imagine the look on his face and mine. It was never resized like he asked. We spoke to management they know the situation. We're waiting to see what can be done. But what will be done? That was not cleared up, can't change that special moment and our disappointment. What do I do about them taking my loves money so quickly?! Rushing him out the door and taking his special moment not seriously when this is something they specialize on. By the way so sorry this happened to you. How did it all go? Did they fix it for you? Did they give any kind of discount? Basically did they do anything to just make it some what special for you & your husband?!

Just happened to me, there was melted metal all over the top of my ring. They refunded the ring to replace it and bought me a new one right there and ordered it to the store. I’m sure it’s different for something customized but they should still be able to replace it. It is truly unfortunate, I just went in for a Diamond replacement and cleaning.