Anonymous

Substituted a chipped diamond during cleaning

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Helzberg strongly recommends you bring your diamond rings back to them for cleaning. Apparently, this also involves them substituting chipped diamonds for your flawless diamonds.

They swapped a chipped diamond for ours and hid the chip under a post. I guess this is how this very crooked company makes money. I assume most people would never notice without putting it under a high power loop. They simply lied and claimed they would never do that.

It was very interesting that they knew the actual thoughts of their employees and at the same time knew that the customers were wrong or lying.

I would not recommend them to anyone unless you first take clear pictures through a microscope and have them notarized. Don't tell them, just let them hang themselves.

View full review
Loss:
$6000
Reason of review:
Damaged or defective

Preferred solution: replace and repair

1 comment
Guest

so point 1. they have to have a diamond of the same or similar size.

point 2. cleanings are done in your sight.

point 3. it takes like 1.5 hours to do the work well enough to not be noticable.so likely your diamond was chipped

Anonymous

Unethical company and policies

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June 18th 2017 purchased to be given as a gift to elderly mom on her 74th b-day which was aug. 16th.

She had it for about two months and it fell off her wrist one day when it was being worn. She had to call me very upset and tell me it broke. I told her I would take a look at it and see what was wrong and fix it or exchange it for her and not to worry. Well when I check it out and looked at it I saw that it was very thin and hardly any medal holding the two links together I decided to take it back and ask for a new one.

I was also employed at Helzberg and was let go due to exchanging this bracelet which clearly was a manufactured defect and a poorly casted piece. Yes it was past the 60 days of purchase but I tryed to do the right thing by exchanging it and being able to give my mother a bracelet that meant a lot to her because it was from her daughter and instead my manager Nadia decided to write me up because I should have payed to have it fixed or bought the lifetime warranty. I tryed to do the exchange correctly with my asst. manager and instead I was reprimanded by being let go.

I feel for all customers that have issues like this after purchasing an item because this company picks and chooses who they will let exchange or make exceptions for past a purchase date whether your right or wrong.

If they can be this to an employee just think how many customers have had to go through something similar to what I have just encountered. I have been in jewelry for over thirty years and this was by far one of the worst experiences I’ve ever had to deal with.

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Reason of review:
Return, Exchange or Cancellation Policy
2 comments
Guest

Sounds like the management was looking for any excuse to let you go. She could have just said no. Also, you had to wait for it to be shipped, shipping time should not be counted in the 60 days.

Guest

Apparently your unethical behavior was the reason for your dismissal from Helzberg as a company. As an employee you had the option of purchasing a lifetime care plan.

If it was truly defective it would have been replaced under the care plan. Sounds like a disgruntled employee who just wants to complain

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Anonymous
map-marker Overland Park, Kansas

Could not be happier

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The customer service I received was above and beyond anything I have ever received. I contacted a csr because the description and picture did not quite match each other.

I wanted to be absolutely sure because I was making an online purchase for Christmas. I decided I wanted to purchase and the csr helped me with that purchase, upgraded my shipping, told me one of my items probably would not arrive in time because I was having it engraved, but she would ask them to rush. Both of my items arrived before Christmas, in perfect condition and I couldn't be happier.

Because of the gestures that were made along with the personal attention to detail, this will be my jewelry store from here on out. Thank you, thank you, thank you!

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Pros:
  • Personal customer service
Reason of review:
Good customer service
1 comment
Guest

I would hope they gave great customer service considering you paid 5x what the jewelry was worth.

Loann Ums

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Verified Reviewer
| map-marker Glendale, Arizona

HORRIBLE TANGOR GLENDALE AZ

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i have been waiting for my wedding and engagement ring for five weeks now. I sent it in to be soldered and cleaned and they handed it back after two weeks with two diamonds missing. The response to that was OH yeah that happens!!! Now its been three weeks and they are saying its because their jeweler had a heart attack... What jewelry store does not have a back up to their jeweler!!! Gene the manager just laughed like a complete idiot when i told him how completely inexcusable this service has been. He told me that my rings are with another helzberg jeweler and unfortunately there is no priority. But i was NOW getting superior quality service! This company is a complete disaster and a joke. Several diamonds have fallen from my ring. Their service is slow and now they just sit back with your belongings and act like its funny. Dont shop here save yourself the trouble.
View full review
Loss:
$4000
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

Monae Xij
map-marker Houston, Texas

"Don't fix something that is not broken"

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Helzberg Diamonds - Don't fix something that is not broken

On March 25, 2017, I sent my men's Movado Eliro watch in for a battery replacement at a Helzberg Diamonds retailer. Approximately 3.5 weeks later, the watch was returned working again, but with a obvious piece of white lint dangling between the crystal and the interior black face.

The watch was immediately sent back to the jeweler a second time on April 17th. When the watch returned on May 17th, the piece of lint was removed, but the watch was not working. The following day, the watch was returned to the same jeweler a third time. Upon receipt of the watch, the jeweler advised the manager at the Helzberg Diamonds retailer that the watch was in need of a cleaning, oil and adjustment.

The manager then indicated to me of that this service, along with the pressure seal and battery would not be charged to me. Although I was thankful for this, I, however, contended that my watch was indeed operational the time it returned from the jeweler the first time, and that the work that was done to remove the lint from under the crystal caused the watch to stop working. My watch finally returned to the Helzberg Diamonds retailer on June 5th. Prior to picking up the watch, I contacted the national customer care team at Helzberg Diamonds, and had requested assistance in obtaining the documentation from the jeweler listing all the work performed.

I had clearly indicated my intention of selling the watch, and wanted to provide documentation to the appraiser in assessing the watch's value. After what appeared to be countless attempts in a 2.5 week period, the customer care team at Helzberg Diamonds failed to contact me regarding the needed documentation. Every customer care team representative promised to contact me within 24-48 hours, but never did. When I had finally reached a supervisor in customer care, the supervisor instructed me the regional manager would be taking of the matter.

On June 29th, I was informed by the regional manager that the information I was seeking was not going to be "official," and that he would be sending it to me the following week, via e-mail. I am very disappointed with this experience. Do retailers, like Helzberg Diamonds, take the time to listen to consumers today? Are the customer service departments, like Helzberg Diamonds, capable of handling customer service needs?

Are retailers, like Helzberg Diamonds, concerned with identifying the shortcomings and areas of concern within their company? Are retailers, like Helzberg Diamonds, concerned with building, and maintaining their relationships with their customer base?

The world may never know ... .

View full review
Cons:
  • Watch repair and the poor customer service
Reason of review:
Poor customer service

Preferred solution: Let the company propose a solution

Anonymous
map-marker Knoxville, Tennessee

Extremely Happy

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I bought my wife a pair of Radiant Star earrings totaling 3/4 ctw. She received many, many compliments because these earrings “popped”. Brilliant beautiful diamonds! She loved these earrings, so I bought her a pair of 1.5ctw Radiant Star earrings. This pair “POPPED” even more and the compliments keep happening. I have been a Helzberg customer for almost twenty years and the Radiant Star earrings are beautiful and worth every penny that I paid for them. They are not cheap but they made my wife one very happy woman. Beautiful, quality diamonds that POP!
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Anonymous

Christopher Hernandez Potomac Mills VA location

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Do not buy from this guy. I was about to purchase 2 necklace chains until he ruined everything for me. He lacks customer service and Breeding. he shouldnt be in front selling jewelry for this company. If you want to keep your brand with high standards fire him.
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Reason of review:
Poor customer service
Anonymous
map-marker San Marcos, Texas

Warranty

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My husband bought my engagement ring two years ago, and soon after that we both went in to buy our wedding bands. Both times we bought the lifetime warranty.

Every six months ever since we bought the rings, I have been coming in for inspection and cleaning, which is always free of charge. This last time I was charged $49 to repair a loose stone on my engagement ring. I was told it would have been free under the warranty if I had brought in a card every time for them to sign off that I had done that, thereby making sure I was bringing in the rings every six months. We never got a card for any of our rings, so I didn't know to have it marked showing proof every time I went in.

I told them that no one ever told me, and they just said it's on the warranty pamphlet. That apparently I have to bring in the rings to get inspected every six months in order to have repairs covered. Now I got some cards that I will definitely bring in every time I take them in. I asked what about the charge for the repair?

That should've been covered under the lifetime warranty we paid for.

The sales associate said sorry there's nothing we can do. I was never told about that stipulation or else I would've made sure to bring in the card (which again was never given to us).

View full review
Loss:
$49
Reason of review:
Warranty issue

Preferred solution: Full refund

Anonymous

Told me to sell on the internet....

My boyfriend purchased my ring on May 14th of this year. I was unsure about the ring from the beginning but I guess I got sucked up in the moment and told him to buy it - I've been regretting it ever since.

Now, the ring has been sitting, hidden somewhere and I decided that I need to come clean and tell my boyfriend how I feel about the ring to see if there's anything we can do with Helzberg to switch/exchange/return the ring. I spoke with a customer service agent via email and she told me that, because it's over 60 days, my only choice is to....get this....sell the ring on worth.com. Seriously? So, I go to worth.com and put in all of the info about the ring, to which their email replied that my ring was not "in demand" so I couldn't sell with them.

I emailed customer service again to tell them how disappointed I was but I guess that, since she basically told me to use worth.com or nothing, she didn't feel I deserved a response. Lets be honest - I'm not the first woman to change her mind about an engagement ring - I'm sure they could do SOMETHING besides refer me to an online retailer whom denied my request anyway. I love the sales girl we bought the ring with - she's a lot of the reason I decided on it to begin with - I believed all of her BS about how much Helzberg cared about their customers.

BS, obviously. I'll be spreading the word about this absolutely unfair treatment of customers that spend THOUSANDS of dollars with Helzberg.

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Reason of review:
Return, Exchange or Cancellation Policy
2 comments
Guest

Why should someone be on the hook because you changed your mind? You're not even right in the head to say something like that. When life hands you lemons - make lemonade - but don't complain about it being too bitter.

Guest

"decided that I need to come clean and tell my boyfriend "

So you think that because you just now grew a pair they should give you the money back.

Not.

Life lesson here, if something in a relationship isn't as you like, don't sit back and hope it get better.

Talk about it immediately or things will get worse.

Thanks for sharing...

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Anonymous

STAY AWAY FROM HELLLZBERG

This company is truly *** to deal with. I purchased a wedding band over the phone back in August 8, 2017 and we are know in September almost October and I still haven't received my purchase order or my money .

I was told by Jacqueline due to the hurricanes no managers was available when I requested to speak to one. Helzberg Diamond corporate office is located in Kansas, no where near Miami where the hurricane actually hit.

I sent a complaint to the Attorney General and the Better Business Bureau. Don't be fooled by Hellzberg stay away take your money where you will be treated like a real consumer.

View full review
Loss:
$1173
Reason of review:
Poor customer service

Preferred solution: Full refund

Anonymous

Feel overcharged

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A month ago i got a bracelet. First the salesman told me it was a 14kt gold diamond bracelet 2.0 ct and after i sign a final sale receipt of $2800 dollars , he said oh its 10kt no 14.

i feel like i over paid and dont know what to do with the $2800 dollars bill that i have to pay on the store card. i am not asking for refund but at least for better quality jewelry. I compare even on another store and a 2ct bracelette on 10kt its way less expensive. please help!!

and tell me what is my rights at this point since i have to pay interest and make my payments as soon as possible. I never contacted the salesman because i think will be wasting my time knowing that he will argue with me just to keep the sale

View full review
Pros:
  • Customers service
Cons:
  • Salesman pressure
Reason of review:
Pricing issue

Preferred solution: Let the company propose a solution

Bonni Qqx

Helzberg Diamonds - Ring Repair Review

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READ THE FINE PRINT! I purchased a guard from Helzberg Diamonds at Barton Creek Mall in Austin, TX to add to my engagement ring(not purchased at Helzberg).

After our wedding, I had the rings put together to make one ring. I was told that the greatest thing about purchasing the lifetime warranty was that once it became a full set ring, the entire ring would be covered under the warranty. Really? Then yes, of course that is worth the money!

I was religious about getting my ring inspected every 6 months. One day, I crushed my hand in a door. My wedding ring literally saved my finger from getting broken. The ring, however, wasn't in great shape.

I took it in to Helzberg, they look up my warranty. Of course we will take it and fix it for you! No charge! I get my ring back - it looks great.

A few months later, a stone falls out - of the engagement ring part. I amazingly find the teeny tiny stone and take my ring to Helzberg. I am told, no - since the engagement ring part was not purchased here, we will not fix this for you. ???

So I take the ring to a local hometown jeweler to see what they can do for me. Upon close examination, they decide they could fix it, but don't recommend doing so because the stone will definitely fall out again. Why? Well, these teeny tiny stones are cut a certain way so they fit together like a puzzle.

This stone does not go in the place that the stone is missing from. So one of 2 things must have happened...Helzberg, when repairing my ring took all the stones out and didn't put them back together correctly. OR the stone that fell out wasn't original to the ring at all. Regardless, they obviously had worked on the stones on the original engagement ring and covered it under my lifetime warranty the first time, but refused to do so once the stone fell out - something that happened because that stone should not have been placed where it was.

So now I have a wedding ring that I can either get repaired, just to have it break again OR I can spend $2000 getting a new single stone to fill the space of all the small diamonds that will have to come out of the setting. I was very disappointed in the misleading sales tactics of the lifetime warranty, the customer service experience from the assistant manager I spoke with in the store after the stone fell out, and the overall knowledge that the company was not honest in what was done to my ring when it was sent to be repaired. I will never shop at Helzberg Diamonds again.

So sad because I love my wedding ring...even the jeweler said the guard is a fantastic piece of jewelry. Too bad the consumer experience can't back up the quality product.

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Reason of review:
Warranty issue
1 comment
Guest

So, what happened since then?

Anonymous

Diamonds fall out of this ring all the time.

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Helzberg Diamonds - Diamonds fall out of this ring all the time.

I purchased an engagement ring for my fiancé at the Triangle Town Center in Raleigh, NC and gave it to her in August of 2014. Since that time we have had nothing but problems with this ring.

The first week she lost a small diamond on the side. We brought it back and it took 3 weeks to get it returned to us. So she didn’t even have her ring for the first month or our engagement. 3-4 months later she lost another two small diamonds on the side again.

We took it back again to be fixed and we again were without our ring for another 3 weeks. 2-5 months after that she lost 1 small diamond on the side and 1 large halo diamond. We took it back again and they told us that they were going to reinforce the setting. Guess what another 6 weeks without her ring.

Unbelievable!!! 3-5 months later she lost another small diamond on the side. We were very upset this time and demanded a new ring. The lady there did give us a new ring but even that was after another week.

Now it has been roughly a year with this ring and today she lost another diamond. What a horrible product. I spent $4000 on this ring and my fiancé has been without her ring for over 90 days since we have been engaged. The manager in the store was rude, your customer service is awful.

You product quality control is atrocious. This is the ring and the diamond that has fallen out this time.

View full review
Loss:
$4000
Cons:
  • Awful customer service
  • Awful repair
  • Poor quality ring
Reason of review:
Bad quality

Preferred solution: Full refund

Anonymous

Terrible experience don't do it Gold Purchase Program

The ring was lost and supposedly insured for up to $500.... I originally purchased the ring through Helzburg and it's being sold for $1,000 still on their site. They have the purchase informantion and sales history yet they will only pay the claim for $100... in essence they basically told me they usually only give $20 on lost items so I am lucky they are sending me the $100. They have lost a good customer and I have lost a beautiful ring.
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Reason of review:
Problems with payment
Lionell Leo

Counterfeit Jewelry

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Helzberg Diamonds - Counterfeit Jewelry

Attention: CEO: Beryl Raff CFO: Laura Kirsner COO: Joyce Hrinya Regarding Account Number: 480213****29 XX I purchased some jewelry from your company on July 17, 2014, and August 6, 2014.On July 17, 2014, I purchased from Helzberg Diamond at Oglethorpe Mall located at 7804 Abercorn Ext Space #26 Savannah, Georgia 31406, a LDS Citizen Encodrive SSG BRC/W, watch which was told to me by your saleslady and advertised as containing genuine diamonds around the hour's hand. Also, on August 6th, 2014, I purchased two items.

I bought a gold pendant and a gold rope from Helzberg Diamond at Cumberland Mall located at 1204 Cumberland Mall in Atlanta Georgia 30339, which was told to me by your salesman and advertised as a 14ky Yellow Gold Raphael Angel Pendant and a 14ky 3mm yellow 20" Rope. Later, this year in 2016, I had the items appraised and was told that the watch does not contain genuine diamonds, and the pendant and rope are not 14ky yellow gold, but that the items were fake. Also, Cumberland Mall has refused to return both items, and replace them with 14ky yellow gold. Instead, I was instructed by Helzberg Diamond at Cumberland Mall to take the item to Helzberg Diamond at Southlake Mall located at 1241 Southlake Mall, Morrow, GA 30260.

Once I arrived at this mall, an appraiser was present, and his appraisal machine read that the supposedly 14ky yellow gold Rope, and pendant were both half gold and half metal. However, I was not told this when I purchased these items. And my receipt states the items are indeed 14ky yellow gold. The other jewelers said that all three items are fake and are of "NO" value!

· Both your sales persons lied to me. The rope, and neither the pendant are 14ky yellow gold. Also, the watch does not contain genuine diamonds. I have been paying this account on time for two years.

It is now almost 2017. I have been paying for fake jewelry that I purchased from your company. I do enjoy paying my bills on time. However, I do not like being tricked, and scammed.

If I wanted to purchase costume jewelry, I would have gone to Walgreens and purchased it. I have spoken with your local Helzberg stores and also Capitol One several times about this issue, which has not been resolved yet.

Also, I have tried to reach out to your corporate office regarding this matter, but I have not had any luck. Please address this issue immediately.Best Regards

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Reason of review:
Not as described/ advertised

Preferred solution: Replace with Genuine 14k gold necklace and pendant

1 comment
Guest

Which other jewelers said it was fake? Just curious - or did a friend say something tacky about it on facebook - and you didn't like that?