Helzberg Diamonds was founded in 1915 by Morris Helzberg. The first store was located in Kansas City, Missouri.
In 1930, the company develops the Certified Perfect Diamonds Program.
In 1932, the company expands the Kansas City store under the leadership of Morris’s youngest son, Barnett.
By 1959, there were 15 stores and a mail order division.
In 1967, the company launches the famous “I Am Loved” ad campaign.
By 1990, there are 101 stores in 22 states.
In 1995, the company is acquired by Warren Buffett and Berkshire Hathaway.
In 1996, the company launches an ecommerce website.
By 1999, there are 200 stores.
In 2010, the company became the first nationwide jeweler to qualify for membership in the American Gem Society.
Today, Helzberg is a wholly owned subsidiary of Berkshire Hathaway. The chain currently operates over 250 stores in the US.
Helzberg Diamonds
Helzberg Diamonds was founded in 1915 by Morris Helzberg. The first store was located in Kansas City, Missouri.
In 1930, the company develops the Certified Perfect Diamonds Program.
In 1932, the company expands the Kansas City store under the leadership of Morris’s youngest son, Barnett.
History
By 1959, there were 15 stores and a mail order division.
In 1967, the company launches the famous “I Am Loved” ad campaign.
By 1990, there are 101 stores in 22 states.
In 1995, the company is acquired by Warren Buffett and Berkshire Hathaway.
In 1996, the company launches an ecommerce website.
By 1999, there are 200 stores.
In 2010, the company became the first nationwide jeweler to qualify for membership in the American Gem Society.
Today, Helzberg is a wholly owned subsidiary of Berkshire Hathaway. The chain currently operates over 250 stores in the US.
After reading all these negative comments it makes me wonder how they stay in business, they shouldn’t be.
My daughter in law took my watch in for
A battery. It’s been a month and still has not been done. After multiple calls I was informed that it would cost me 62.00 for a new battery!!’ Are you kidding me??? I would not have agreed to this if I had been told it would cost this much for a single battery. And here’s the clincher, if I want my watch back without getting the battery it will cost me 25.00 for shipping. This is the Roseville, ca store. I will try and contact corporate but after reading all these comments I won’t hold my breath.
Purchases a wedding ring for my wife along with a service plan. She has been spot on about taking it in every 6 months to get checked out. The last time she picked up here ring it was only 2 day and a one of three accent stone went missing. Took it back and had it replaced. Three week went by and you guessed it….missing again. I took it back to them and explained the problem. When I picked it up for the 3rd time all three of the diamonds were yellowish and brown!!!!! They removed my expensive diamonds and replaced them with low quality diamonds. I could not believe this!! I went strait to the manager to get a explanation. He never would agree they stole my diamonds and replaced them with CRAP. He said he would “take care of it and that they were yellow”. They took good stones and replaced them with low quality one. I just got a call saying that while trying to fix my wife wedding ring they BROKE IT. They have had the ring over a month. Still have not seen the ring yet. Reminds me of a jewelry store that got sued because of swapping diamonds with fake/less quality ones. I would like to be contacted about this. I will post the out come of the ring when I get it.
Complaint about the Aarowhead Towne Center store in Glendale, AZ. Been shopping there for many years, usually with good service. This Christmas, however, everything changed. I went in to buy a diamond ring. Couldn’t get anyone to wait on me. Two female clerks were talking, ignored me when I walked up to them and then walked away in different directions without acknowledging me at all! I went down the mall and spend $6500 on an Opal ring, necklace and ear ring set. My daughter and her boyfriend went into Helzberg and purchased a smaller, diamond friendship ring. It needed to be resized. They were told to call. Each time they called over the next nine days, they were greeted with a surely person on the other end of the line who insisted that they wouldn’t have been told to call in and that they would be called when the ring was ready. They were not called and when they went into the store last Saturday (12 days after purchasing the ring) they were told that it had been ready for a week. This poor service has only recently started at this store, but you have lost at least one family’s business because of it.
I want to tell you about an exceptional employee of yours, Ron Richard Asst Mgr at 12 Oaks Mall, Novi Michigan. I went to Helzberg to pick up a bracelet I ordered, and it wasn’t there. Mr. Richard apologized and made up for it by giving me an I Am Loved jewelry box with a necklace. He was very professional and kind. I have never been so impressed. Thank you for having such wonderful employees! That is why I highly recommend Helzberg Diamonds to others. The motto “I am loved” is truly at work.
I called to speak to someone about some charges on my bill. the rep kept me on the phone for 45 minutes telling me the same thing over and over again and putting me on hold for 5 to 10 minutes at a time. She didn’t have access to my older records and i thought how could that be possible, i’ve only had the account open for less than 2 years? she was fairly professional but was grasping at straws trying to find answers. She could have been new but my patience was up. finally fed up i asked for a manager where i was able to get my questions answered and credit given. thank you Courtney! i have never been so happy to get off the phone after 1 hour. But this experience has left me dissatisfied. im closing my account soon.
I am writing this email because I had the most disappointing experience at one of your stores located inside the Pentagon City Mall. It was actually our second time visiting that store to see if we can get a better deal one of your Moissanite rings that was saw a week or two prior. The first person that helped us was a very nice, professional young lady. We told her we were doing our research on Moissanite engagement rings and that we wanted to see what they looked like in person. She asked us why not diamond RESPECTFULLY and we told her that we’d rather spend our money on what we know for sure is conflict free and is just as beautiful. We saw an emerald cut ring that we liked and even though she didn’t seem to be very knowledgeable on Moissanites, she did her best to give us a very good customer service and didn’t seem very pushy. So we told her we’ll look around and come back most likely if they can give us a better deal and more information on the details of the stone.
So we went back again to see if one, the same salesperson we talked to was available, and two, to see if we can get a better deal so we can purchase it that same day. But we were met with the most unprofessional and disrespectful employee instead. We first introduced ourselves and told her we were there a week or two ago and saw a Moissanite ring. Her first response was, “Why won’t you look at diamonds instead?” LOL! We were still calm and told her we prefer Moissanites instead. Then she took out the same ring we saw and gave it to me while it was smeared all over. I cleaned it myself and tried it on. Then she says, “Yeah, people won’t be able to tell they’re not diamonds.” Strike two! Then my partner answered saying, “We don’t care if they do or not. We’re going to tell them if they asked anyways.” Then we asked if it’s colorless or near-colorless. She dodges the question twice then says, “it’s same thing, it looks like a Diamond almost anyways.” Strike three. Then she says, “You can finance it now if you want.” LOL then my partner tells her he wanted to pay it in full actually. Jokes on her for assuming that. Then she says okay then ‘Let’s see’! Then she starts being annoyingly pushy so we decided to just leave. I should’ve read the reviews first before heading there. Disrespectful, stereotyping, racist human beings are the last people we need in this world. We can do better.
So I had horrible customer service and supervisor assist they charged me for a purchased I had returned and they said that bill statement was from April when it clearly shows another month they did not want to honor the price or did not want to credit my account when it was on their mistake not mine and I just think helzberg diamond is the worse jewelry store they just want your money they don’t want to help you so be careful when you purchase
I can only Echo so many of the unbelievable, unexpected, disheartening comments I read from other purchasers from Helzberg Diamond. I too have had an unexpected, Unforgettable, nightmare of an experience with them. They have had my rings longer than I’ve had them in my possession since the original purchased. I can Echo so many of the calls, visits, back and forth, loss of time, loss of sleep due to anxiety, the loss sentiments and the value depreciated on a beautiful symbol of love and committment purchased from Helzberg! I have never wrote a review for a company before. I thought it was a must after my terrible experience with Helzberg. I find it my responsibility to inform other possible purchasers of their terrible customer service. After months of back-and-forth over a mistake that Helzberg in-store Jeweler made on our rings, speaking with the store manager, regional manager, and a customer service representative from the Kansas corporate office we were offered the $400 military discount refunded to us. In other words they were just kidding they’re really are not thankful for our service! It just sounded good at the time of purchase. Once they made an error it was the only amount of money they were willing to part with after having ruined our experience and gone so many months without the items we purchased. After spending nearly $4,000 they offered us our service member discount as a resolution. In other words we did not receive a discount after all. We can’t undo our lousy experience with Helzberg Oklahoma City. We can only say buyer beware! Once you’ve made your purchase the aftercare, customer service, customer appreciation, attention to detail, product care, and gratitude for serving your country, disappears just like your money!! What a disappointing experience! My heart goes out to the many dissatisfied and mishandled customers. I too have the pain from the lack of loyalty, the lack of concern and lack of care that Helzberg Diamond Representatives have shown!
My wife and I visited the Orange Park Mall location in Orange Park Florida. My wife was looking to compare a ring she saw online with something comparable in the store. My wife told the saleswoman that we were wanting to compare the ring online with what was in the store to ensure she would like it. My wife told the saleswoman we have a picture of the ring and showed the saleswoman. Right away, after seeing the picture, the saleswoman’s attitude changed, she said oh it’s MOISSANITE. My wife asked if there is a problem, and was told that this ring was not carried in the stores. The saleswoman went on for five full minutes about how it is just a man-made stone just a CZ and that the resale value was zero. She never once thought to ask if she could possibly show us something else or even tried to show us rings that would be similar to the one my wife wanted to compare. My wife and I feel like the saleswoman thought that because she (my wife) was interested in the MOISSANITE ring, then we weren’t worth the time to show anything else to. My wife found a 1CT TW diamond solitaire for about the same price and never even got to show that picture to her. My wife was near tears when we left the store, and I am completely appalled by the treatment we received .My wife is now back to square one, looking online for a ring to go with her wedding ring, not being able to see on her hand. I’ve gotten all my wife’s fine jewelry with you and am very disappointed that my wife was made to feel so bad. I may be looking for another jewelry store in the future.
Mr. Emil Ashworth
I visited Helzberg store location 1710 NW Chipman Rd Lees Summit, Mo on June 8, 2017 about 6:46pm.
My husband and I have purchased several items from this location and have had good customer service every time except this visit. I was looking for braclet charms and security chain and stoppers for my niece’s birthday which was June 9th. The next day. The choices were very slim. They only had about 4 stoppers and none of them matched. They had no security chains. However, I did find a charm. I also was looking at a couple of charms that they had to search for prices. I decided to just purchase the charm and asked could I use my VA discount that we have used in the past. The Mgr. stated, no not on this small amount of a purchase she could not see giving me the discount. I stated if you had the merchandise in the store, that I wanted to purchase I would have purchased more. She did not even offer to check another location. So I stated that will be fine. She stated if I would purchase another item for $ 50.00 she would give me the discount. I was very upset and humiliated that the words that came out of her mouth concerning the VA discount. It was only a small amount but the VA has those services in place for a reason that has been agreed upon through corporate offices. We can purchase a burger and maybe get $ 1.00 off and are very greatful. Maybe Ms. Manager needs more training in customer service on how to treat loyal customers and not belittle them. If my niece’s birthday was not the next morning, I would have asked for my money back and I will never shop at that location again.
I need a phone call from someone at Corporate.. I have had the worst customer service experience at the Roseville Galleria, Roseville Ca. Location. We have been a long time customer who’s purchased my diamond wedding band at your store, as well as my husbands back in 2011. We have since purchased multiple pieces of jewerly – 2 Movato watches, diamond stud earrings, diamond and tanzanite earrings, the list goes on and on. Most recently my husband purchased diamond hoop earrings for me, and received a $200. discount at the time. Then several days later while in the mall shopping, we noticed the Helzberg store was having a Black Friday sale giving away Xbox’s if you spent over $1,000, so he inquired about it and they said they would refund the earrings back and repurchase them so we could get the free Xbox. We had made a couple payments already towards the earrings, when I received the next bill in the mail only to see a $215 charge! I called immediately and was transferred from the 866 number to the Roseville Store and I explained this situation to Jennifer I believe her name was at the branch. She in turn transferred me to Brittany (Office Manager), who I spent a great deal of time on the phone with going over the entire situation. She explained you cannot get double discounts as we go $200 off the purchase then got the Xbox so we would now have to pay the $200 initial discount! I told her at NO TIME when we were there asking about the Xbox did ANYONE EVER tell us that!!! We would have NEVER done it, what’s the point we might as well go out and buy our own Xbox then, the whole point was to get the discount and if the Xbox was free with purchase of $1,000. or more (which the diamond earrings were $2,000), then we thought that was awesome, but had we known they would be therefore charging us another $215 we would have said never mind to getting the Xbox and went on our merry way. I tried and tried to explain this to Brittany she kept insisting there was nothing she could do. I asked to please speak to her boss about this situation as both my husband and I are extremely upset at this situation and feel that we’ve been duped because Helzberg failed to mention something like this, which is pretty important to tell us when getting the Xbox, then why should we the customer have to be left hanging?! She said she would contact Ruth the Regional Manager and that she would get back to me because if they cannot remedy and fix this problem as it was an error on their behalf, I will be returning the earrings and closing my Helzberg account and shopping elsewhere from here on out. I asked her to please let me know when, she said she would call her and call me back and let me know when I’d hear from her. She called back a couple hours later and said she spoke to Ruth and I would get a call back that night. 7pm comes, and still no call! I called the Roseville store back and Bradley answers. I have to re-explain the entire situation to him. He pulls up the account and says he’s the person who rang it up that day we got the Xbox. I said we were never told if we got the Xbox you guys were going to be charging us $215, he basically called me a liar and said he always told every customer that. I asked him if he’s insinuating I am a liar, he would not answer just said he always says that. I asked if it was possible him being human that maybe it slipped his mind to mention it to us that particular day… So, now I am even more infuriated and offended. I told him I am waiting for my call from Ruth as I understand she is the only person who can remedy this situation. He said he would call Brittany and call me back to let me know what’s happening. He called back a half an hour later, tells me he spoke to Brittany who called and spoke to Ruth and ‘something came up, and Ruth won’t be calling me tonight, but she’s REALLY good at getting back to customers and I WILL get a call from her tomorrow’. I told him that at this point I have a hard time believing that but he insisted I would so I said if I don’t get a call promptly I will tomorrow be bringing the earrings and Xbox into the store and returning it all and closing out the account. The next day comes and starts to go, it is coming up on 2:30pm, still no call from Ruth. I walked into the store and spoke to the first nice person this whole experience Patricia (won’t put her last name on this), explained situation to her, she immediately said no worries at all I’m sure we can get your $215 refunded no problem (which I said I would have thought this whole time!!). She said she personally cannot do it, but would call Brittany. She calls Brittany on the phone while my mother, myself and my 2 little kids are waiting right there, hangs up with her and said wow I guess we can’t do it, she says we cant do double discounts, I said I know she said that to me as well and I explained the situation to her that we were never told this when getting the Xbox and I was waiting all day and yesterday as well for my call from Ruth who I was assured by Brittany as well as Bradley that I would be getting. She apologized and said she’s so sorry to loose a customer and over such a small amount but she can’t do anything herself, so we proceeded to return the earrings which I had and I turned over the Xbox as well. I still have yet to get my phone call from Ruth the regional Manager. I do not understand what the problem is and why I have been treated so poorly after the many many thousands of dollars I have spent at Helzberg, I feel like I do not matter as a long standing customer and like we are insignificant and it makes me and my husband increasingly upset. I feel inclined to share my experience with others because in my opinion loosing a $2,000 sale and a future customer who spends on average a few thousand in your store annually if you look and see in the records, refusing to refund back the $215 is really petty and speaks volumes to us about this company. We moved from San Diego, and we opened our account and used to frequent the North County Mall, and our experience there compared to here in Roseville is literally night and day difference, down there they would have done something to remedy the situation and since they failed to notify us, and in wanting to keep a customer happy and coming back blowing their money in their store, vs. loosing a customer like the Roseville store. I at this point want to speak to Ruth’s boss or preferably someone in Corporate. We will be closing our account out once the refund has reflected on our account, but it’s the principle at this point and I would like to hear from someone who cares at this company at this point, if anyone does care that is! It is 11:36am California time right now on Thursday, 1/12/17. I tried contacting the corporate number but it directs me to call another number to either locate a branch near me (which equals getting nothing accomplished because they really don’t care), or calling Customer Satisfaction at 800-606-2796 which when you call I get a fast-busy sound; doesn’t even ring so something is wrong with the number. The fact that I cannot even get ahold of a human being to report anything to is further frustrating and further confirms the poor customer service Helzberg provides. Does Helzberg really even care?!? I guess I will find out if my call remains unreturned.
I have had such horrible customer service from this company. My item was misspelled, I was given the run around for days and was told I would receive a call multiple times by the customer service agents to help to resolve my problem and I never received a call back. After calling back several times and being placed on hold for over 15 minutes each time I called, I was told that the information that was given to me by several different agents and managers (Tameka, Shian, Latasha and others) was incorrect and was told a manager Richard, would be giving me a call back to disuss my issue. I was finally connected to a supervisor (Kesna) who apologized for everything and promised to call me the next day to discuss a care package to be sent out to me for my troubles and because I was not able to give my gift on Christmas Day I would be able to give the care package in time for Christmas. I never heard back from Kesna and I never received the care package. I still have not received a care package. I was refunded for the purchase but my Christmas was ruined. I will never use this company nor will I recommend anyone to use this company.
I have been lied to about 5 times. I order a ring and I still don’t have it. This company just lost a customer
Where do I start. I went to the Chandler AZ location. I contacted them previous to driving across town to purchase a ring, and they had told me the ring was in stock. When I go there, long story short, they didn’t have it. They ordered it, and told me it would be ready by 12/3/16. On 12/3 I called first thing in the morning, and the young lady told me it would be ready no later than 6pm. I asked for a confirmation call when it was complete. She said personal calls are tough, mind you I paid cash for this item upfront before they ordered it. However she assured me “It WILL be here at 6.” I got there at 6 and they said that I could look at it, but their Jeweler did not size it as requested. I come back 2 days later when they said it would be done and the manager didn’t even make eye contact with me after this situation. This was a Monday, I proposed Thursday night. My fiancé wore the ring TWICE, and 3 diamonds fell out of the band and several more were loose. We brought it in on 12/11 and they told us for the hassle they would get it to us by CHRISTMAS. WTH? Shouldn’t the manager take this responsibility on BEFORE people start returning items. Manager had to do an override and again avoided eye contact. I plan on stopping by this store any time I am in Chandler mall and letting all the shoppers in the store know what this place is all about. I’ll make it a point to clear it out every time I am in that mall. Actually, I’ll go to the BBB.
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 XXXXberland Mall located at 1204 XXXXberland 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, XXXXberland Mall has refused to return both items, and replace them with 14ky yellow gold. Instead, I was instructed by Helzberg Diamond at XXXXberland 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. Please address this issue immediately.
Have you looked into legal action? This sounds like a criminal offense ! I cannot believe how they are still in business with all of the horrible reviews. Is there no class-action initiated yet for the hundreds of dissatisfied customers and scams this company is pulling ?
I bought a ring that I had sized up. It’s been repaired 4 times since then because it keeps breaking at the joints. The last time the entire spacer fell out. It has been repaired again. I just received it and can see the joints and even feel them. I was told that it will probably break again. The band has gotten ridiculously thin, and the jeweler that did the repair didn’t even re-finish the ring so I see all the grind marks. My family has been buying from Helzberg for a long time and we have not had these issues before but this is making me consider buying elsewhere.
I bought a tanzanite ring and many other pieces of jewelry from Helzberg. I have been getting everything I have ever purchased from you cleaned/inspected every 6 months. Recently I took one of my rings in that I bought in 2003 to get inspected and they said I didn’t have the lifetime care Plan. So the repairs that were done on my ring we were going to have to pay for since we didn’t have a plan. So we showed them receipts that showed other repairs on the same ring that were zero cost to us. And their answer was it was just something we were not charged for then. Back in 2003 the plan came with the purchase. So now they are telling me there is no contract number on my receipt so I don’t have a plan. Now, no one in the store was employed by Helzberg back then so they are saying they have never heard of this being true. Could someone please check this out and let me know so I know what to tell my Store I go to. Thank you!!
I bought a tanzanite ring and many other pieces of jewelry from Helzberg. I have been getting everything I have ever purchased from you cleaned/inspected every 6 months. Recently I took one of my rings in that I bought in 2003 to get inspected and they said I didn’t have the lifetime care Plan. So the repairs that were done on my ring we were going to have to pay for since we didn’t have a plan. So we showed them receipts that showed other repairs on the same ring that were zero cost to us. And their answer was it was just something we were not charged for then. Back in 2003 the plan came with the purchase. So now they are telling me there is no contract number on my receipt so I don’t have a plan. Now, no one in the store was employed by Helzberg back then so they are saying they have never heard of this being true. Could someone please check this out and let me know so I know what to tell my Store I go to. Thank you!!
REPLY
September 14, 2016
To Whom It May Concern:
I am writing to address an issue that I experienced at the Helzberg’s store in WestRidge Mall in Topeka, KS on September 13, 2016. As a customer for the past 28 years, I have always been satisfied with the work and customer service. My husband and I bought my wedding set from Helzberg’s 28 years ago and we have had it checked and cleaned on a regular basis. Another major purchase at Helzberg’s was the diamond tennis bracelet that my husband bought me for our anniversary. Over the years, we have purchased birthstone rings, necklaces, and numerous pairs of earrings. However, after yesterday, we will no longer purchase jewelry from Helzberg’s.
The brief version is that last year I had my wedding ring sized larger. The staff member talked me into a size 7 ½ even though I told him that it should be a bit bigger. Against my better instincts, I let him talk me into a size that I knew I would not be happy with. I paid $192.
Fast forward a year to yesterday when I took my tennis bracelet, which is under warranty, to the Helzberg’s in Topeka to have the six-month check up. I inquired as to how much would be charged to have my ring size increased. I was told $40 but then the gentleman looked at my past history in the computer and told me it would be $192. I politely told him that I was a bit disturbed by the past pressure to size it at 7 ½ and now was flabbergasted as to why it was going to be another $192. No real reason was ever given to me. In fact, the condescending, abrupt, and rude attitude that the staff member projected made me simply walk away rather than engage in conversation. I was pretty upset by his treatment of me.
Therefore, I went to another jeweler to have the ring sized. I then returned to Helzberg’s to inform the man that I was able to have the ring sized for $60 and he very rudely said, “there’s a reason why you only paid $60!” I said that I have had work done at that particular store before and never had any issues. He then brusquely and very rudely informed me that I had violated the warranty on my ring and could never have it worked on at Helzberg’s again. He spoke with such venom towards me and essentially elevated what was a polite exchange to a level that brought the attention of other people. I then simply shook my head and walked away. By the way, I do not have a warranty on my ring, the warranty I have is on my bracelet.
As a long-time customer, I am completely dismayed as to how I was so rudely treated. I don’t plan on ever patronizing a Helzberg’s store again. My son graduated from Rockhurst University where the Helzberg School of Business is located. I really hope that the School of Business is teaching their students about the importance of customer service in addition to business principles. I am completely disappointed in how I was treated and wanted the event to be brought to the attention of someone who might actually be able to affect change.
Thank you for your time and consideration while reading this letter.
My experience has been a nightmare. In November 2015, I took my custom designed engagement ring and wedding band/wrap to the local Helzberg for replacement of a few small black diamonds, that had been lost from my band/wrap. The wrap was practically new, as we had only been married a year and a half. A Helzberg in another city, where we purchased just the band/wrap, had initially soldered the wrap and my engagement ring together for us when we purchased the wrap, so of course, I had to leave the entire setting. When I arrived to pick up my rings, after receiving a phone message they were ready, the little plastic bag they produced only had the ticket in it, no rings. I actually began to faint in the store, and my husband had to rush me out for help. We have been all the way up the corporate ladder, and even begged them to report it to the police in our city, to no avail. This is July 2016, and my husband and I recently had to celebrate only our second wedding anniversary without the sacred semblance of our promise to each other, along with an even more painful loss. Let me elaborate, if you will….You see friends, my son Garrett, and my husband were extremely close. My son in fact, hand picked the center stone/diamond for my engagement ring. He was my only son, my best friend, my confidante, and soon after my husband and I became engaged, Garrett was in a fatal car crash, and taken from us at the tender age of 24. So you see, when Helzberg lost my wedding rings, they also took from me one of the very precious mementos that I had left of my son. They can NEVER replace that. I only wanted my rings, THOSE rings, to be recovered, and Helzberg refused to go the extra mile and even try to help locate my rings, by filing a police report with the city. Oh they will tell you that they filed a report, with MALL SECURITY, and that is where it stopped. I went to the city police to attempt to file a report, and they explained that their hands were tied. Since Helzberg was in possession of it at the time of the loss, it could only be reported by them, and they refused to involve local law enforcement. The plot thickens a bit, as the manager at that Helzberg informed us that the same sales associate who left me voice mail, saying my rings were ready for pick up, was fired on that very day….for “loss prevention” reasons. He also told us that since our incident, that sales associate has been fired from a different jewelry store chain, in a neighboring city, for the very same reason, identical to the loss of ours (valuable wedding rings missing upon pick up after repairs). Because Helzberg would not report our loss to the police, my rings now have no chance of being recovered. My husband and I visited all the pawn and jewelry re-sellers in not only that city, but every one we could locate in the neighboring cities as well, in desperate hopes that we might be able to locate ourselves. They were all empathetic to our plight, but told us that without a police report going out, we only had a small window of time, before the rings, if pawned, etc, would be re-sold. So here we are, eight long months since my wedding rings disappeared, still with no resolution in sight, due the the gross negligence of Helzberg Jeweler’s. I have never received anything but empty apologies and lies, from a store that I will NEVER do business with again, and warn everyone that I know, buyer beware. That is my story, and now the trail has gone cold, just as cold as the callous disregard by Helzberg, for our devastating loss. Helzberg abandoned all communication with us in February 2016, with nothing.
I just wanted to let you know about my experience. I brought my ring in for a cleaning at the beginning of Dec. When it was inspected they noticed that the corner of my marquise had chipped off. Of course I was very upset. At first I did not get a good response from the office about having it fixed. I was under the impression that it was my fault and I would be responsible. Of course this did not make me happy. So I went above the associates in the office and called the district/regional manager. I was very impressed that he called me within 30 min. of my first call. I expressed my concerns and he reassured me that I would be taken care of and my ring would be fixed. However he did tell me that it would take up to 6-8 weeks to get my ring back. I was not to thrilled about it taking that long but I wanted it taken care. I had been having a lot of anxiety about how it would turn out and if they would replace the stone with as good of quality of diamond as the first one, after reading a lot of negative comments on the web site. However when I went in to pick up my ring, to my surprise I was very happy with how it turned out. The new diamond was actually .06 points larger and a grade higher than the one they replaced. It looks beautiful and I could not be happier. I just want to say Thank you to everybody that helped me out, the Fargo store managers, Amy and Shelly. And to the regional manager for doing exactly what you said they would do! Thank you Helzbergs for standing behind your jewelry
!!!
This is so disappointing to read these reviews as I am experiencing the same issue. I purchased a wedding set in early December 2015 at the store in the Deerbrooke Mall in Humble Texas, paid and picked out my stone. I have made numerous phone calls to be told 1st the stone I picked was on back order. So I waited a few weeks before I called back. Then I was told the stone was stolen by FedEx in shipping and that a replacement stone was on it’s way. Another week went by and no new updates so I called again and they told me they did not know where the replacement stone was that they couldn’t get any answers and asked that I give them another day to try and get me some answers. If I do not have any answers by the 22nd; I will be contacting the Corporate off (now reading this will not do any good) & B.B.B.
I am having the same issue. I ordered my fiances engagement ring over the phone with a customer care rep through the 1800 # at the end of Nov. I knew it may take 6-8 weeks to arrive. Well I email the rep to get an update as that time has already passed and still no word on his ring and our wedding is quickly approaching. I have tried calling and the Rep (Matt and his supervisor) are always not available or in meetings. I have emailed and get no response and I have “live chatted” with a rep and they say Matt is the one that has to handle it. I am getting worried because my fiance wears a size 15 and every ring we looked at before deciding has to be specially made 🙁
I set my ring in to get resized from its original seven size 2 an eight I just got it back today and they replaced one of my diamonds with the black diamond I have pictures to prove it and I have old pictures to prove that it did not come this way I talk to the manager that has dealt with me over the last eight years and sent to him the picture he says it absolutely is not The diamond that was supposed to be in there I just sent it back to Helzberg again so that they can fix their mistakes because not only did they not resize it to an eight they sized it down to a 6 1/2 and they scratched my Centerstone diamond how I know this is I took it to a jeweler to be inspected before I sent it off again after waiting three weeks to receive it And all customer service can tell me is there sorry it happened we can see the difference in it from the pictures will fix it guaranteed but I have to wait another three weeks to receive it are you kidding me this is absolutely wrong you trust them with tens and thousands of dollars worth of jewelry and the replacing diamonds with black diamonds not OK I’m very upset..I don’t think I’ll ever trust Helzberg diamonds with my rings again so I’m gonna sit here and wait to receive my rings back.. Why would you guys replace a clear Scott artisan diamond with the black diamond when it was only sent in for resizing is beyond me
I sent in five pieces of jewelry on November the 24 for the yearly inspection and cleaning. I called December 16 to see when I may be getting my jewelry back and everyone I have talked to has told me they don’t know. Since that day I have called 6 different times on different days and they have done 3 request to the jeweler and I haven’t gotten an update yet. I know that it’s the holidays but it shouldn’t take one week to figure out where my jewelry is and when I will receive it back. I was also told on Saturday December the day 19 by a supervisor that she would call me back by December the 23 to tell me what she has figured out,never got a call from her. Was informed that she left early. I want to know what’s going on. I am without my wedding rings for the holidays and no one seems to know when I will get them back,all they know is that they received them. Help!
Fwd: Email from me to customer care:
I am Rachel from Dayton Ohio. I want you to know that I immensely appreciate your help today but I know how corporate America operates and I’m not confident that the system will operate in favor of the customer.
I didn’t have the chance to tell you earlier about the way the staff (excluding the young blonde with freckles, her name escapes me. I don’t want her to feel at all responsible for our negative experience, she is a gem.) at Helzberg made us feel. We are a mixed couple living independently and sometimes we experience discrimination. To be specific, in my case, I felt snubbed every time I walked in. I watched others walk in who were greeted warmly and, whenever I would walk in, I was painfully and obviously barely acknowledged, we would walk in together and barely get a head nod from the sales staff. Also, knowing that the manager had sloppily handwritten instructions on my receipt (illegal, according to our lawyer) without my knowledge, really makes me wonder what was the motive for such action (or inaction)? We spent nearly $3,000.00 in a matter of two days at this location and to be so undervalued as a customer, that I was clearly moved into a purchase without any knowledge of whether it was considered an exchange or a new purchase we’re left feeling duped, underserved and unsatisfied with the purchases. I want you to know that if I don’t hear from you by this Tuesday, October 12th, 2015, I will make sure this matter is resolved through Yelp and our attorney, William Green, Newport Beach, CA. We are left with a bad taste in our mouths because of how disrespected, hurried and neglected we have felt since the purchase in July. I grew up hearing about how the customer is always right- I can’t say I’ve experienced that in a long time. I’m praying that your company, its policies and employees will prove the stigma of greedy corporate America (looking for its profit margin only) wrong. Thank you for your mediation in this matter.
Sincerely,
Rachel Ritter
I have an issue with ordering a 1/2 ct and not getting a 1/2 ct wedding band. Its a lot smaller than the one in the store. makes you wonder how else they are trying to pull one over on people. Also I ordered by Fiances ring on the Thursday… opted for 2-day shipping and according to the wed site it should have shipped by now (its Monday). When I called they said I wont get the ring for another week because it’s coming from the warehouse. However, no where on there did it say that is where it was coming from and that I would receive it later, Had I known that I would not have ordered a ring I would get 2 days after my wedding date.
I am highly upset with them right now.
I had close to the same experience as Kristi Hill. I was also promised the reimbursement of the extra overnight shipping fees of $20.00. Unfortunately, for me, I never received it. I called three times, and still never received it. I emailed twice, but never even received so much as a response. This is my last ditch effort. The customer service people online were nice, but not knowledgeable, and didn’t do what they said they were going to do. (Or didn’t know how). I will never shop here again online. I would consider the store, but only if they reimburse me for my loss in overnight shipping.
I am writing to express my extremely poor experience with Helzberg and Helzberg customer service. I am so thankful I trusted my gut and went elsewhere in the interim. Unfortunately I made an order online (which I knew was a bad idea) on 08/05/2015, in hopes that by paying for “overnight” shipping I could get my item in a timely matter. As the online order stated if I completed by order by 11 am on the 6th it would arrive no later than Friday the 7th. Well, that did not happen. Which can sometimes happen and I am understanding of it that. However, as of 08/20/2015, I have yet to receive it. I have yet to be refunded my shipping charges, I cannot cancel the order, all that has happened is my money is gone and I literally have nothing to show for it. And to boot, there is still no tracking information available. How can that be!!! I opened a ticket # (super helpful, not) last week and called today to check again, which of course…. still nothing. Though this time the gal was kind enough to offer to return my shipping charges, however, that cannot happen until the order is completed and delivered! Really! Because we clearly have no idea when that will be! Worst experience ever. Brokenhearted to have spent so much money and have nothing to show for it. They are literally not willing to do anything to help or compensate their error. I will make it my pledge to make sure everyone I can be made aware of my terrible experience and sincerly advise them to shop elsewhere.
I had horrible customer service, Aaron Young was the rudest supervisor I had ever spoken too. Repeatly interrupted me, the customer as I was explaining what was wrong, and had no regards to care or offer to make the situation better by any means. Worst service ever!!!! I will never order from Helzberg again, I paid for 2day delivery express with the estimates date showing 3 days ahead of ground delivery. The order is now to be arriving the same day as ground delivery, in which I shouldn’t have to pay extra for. He did not pay any mind or care to help. Horrible horrible supervisor !!!! I wanted a refund and he wouldn’t help with that either!!!!
I ordered from Helzberg Online … a Pittsburg Steelers NFL watch for my husband on 2.10.15 .. as a Valentines Day Gift . It was to be a overnight shipment. After I had paid for the item I was told that the watch was on BACKORDER ! til 4.28.15 … To date I have yet to receive the watch…. I was told that it would ship on April 28.2015… well… NO TRACKING NUMBER…& NO ITEM ! ..
I just called corporate .. so lets see what happens now…. If ANYTHING …
Very Bad Experience … I will not order from Online Again !
My hisband and I have been loyal customers to Helzberg for over 20 years. That loyalty stops now! My husband purchased a ring last sept for our anniversary. I was told as long as I took it to them for the 6 month check ups the stones were guaranteed! Well I lost a stone ONE WEEK after Helzberg returned it to me! It has been over a month and I still dont habe my ring back. They replaced it with a crappy stone with faults visible to the naked eye. Not even close to the quality of the original stones. after being treated like I was stupid instead of the CUSTOMER, they agreed to fix it. Upon my return to pick up the ring AGAIN they NEVER changed the stone.. what in hopes that I would not notice the SAME flaw that caused me to leave it there!!! I do not appreciate being treated like I am stupid! On my THRID try to pick up the ring the SAME STONE was there! On my fourth try, they did replace the stone, only to put in a worse stone than the first. It was so cloudy that it looked like it was dipped in candle wax! ZERO clarity! This is a beautiful ring and that flawed stone makes the whole ring look like junk! Now I am told “well I dont know wat to tell you, I guess I will have to talk to the manager, who is out until the end of next week.” You dont know what to tell a customer?????? How about we are going to fix this and make YOU the CUTOMER HAPPY! How about that for a try???? There are millions of stores where I could take my business. As a Helzbrg employee, you should be GRATEFUL that people like me allow you to have a JOB!
We have the same issue to date. We have contacted the BBB and local news station.
I went into the store in Sioux City, IA looking at wedding rings. I had to grab an associate to see the rings to begin with but when I asked the guy if they had any deals on anything he replied ” You have been in here allot so you know what we have to offer”. Excuse me, I couldn’t believe that I was being talked to like this. I had been in there 3 times before and 1 of those times not waited on one time and at no point was I ever told how they did their offers. Very rude customer service. And they cleaned one of my rings that is a soft stone in their machine and scratched it. That was never replaced. Will never do business there!!!
I went to helzberg diamonds in Aurora Co in the Aurora mall for my 28 year anniversary. I have been there numerous times before for other occasions. I was presided to spend some my for my wife’s gift. Anyway when I walked in, no one said hello can I help you be with you in s moment don’t come in here nothing. So , I walked around the store to see what they had out until someone would recognize my presence. To no avail, no response. Ooh! But no, a white poison walked in and everyone and their momma broke their neck saying good morning can I help you , be with you in a moment. So , I got pissed and went to Zales jewellers. As soon as I walked in there, good morning sir be with you in a min. I look around and waited and the employee took care of me and I ended up spending 1600 on an anniversary gift for my wife. So I left and walked back down into helzberg m just to see if I was tripping. To no avail no response not even eye contact. That is so terrible the way your employees are trained for that matter your management staff I have spent numerous dollars in that store and do had my wife thru the years. I plan on never shipping at that store again and plan to yell ten others and recommend that they tell ten . I have contacted customer service on January 8 or 9and still no reply from them
MY NAME IS MICHELLE. BACK IN OCT MY HUSBAND AND I TOOK A RING IN TO BE REPAIRED AND BOUGHT A 800.OO DOLLAR WATCH AND A RING. THEN WE PICKED UP THE RING AND THEN PERCHED A 5000.00 DOLLAR RING AND WHERE TOLD THAT IT AND THE WATCH WOULD BE ON AN 18MON. SAME AS CASH. THE FIRST TWO BILLS WERE PAID AND PAID MORE THEN JUST THE MIN. AMOUNT DUE THEN THE THIRD BILL COMES AND THERE IS INTEREST CHARGED TO IT I CALLED THE HELZBERG CUSTOMER NUMBER AND ASKED WHY THERE WAS INTEREST CHARGED TO OUR ACCOUNT AND WAS TOLD THAT CHELSEA FROM CORPORATE OFFICE CALLED AND CHANGED OUR 18 MONTHS SAME AS CASH TO 5.99% THIS WAS ON THE 24. 10 DAYS AFTER THE FIRST PERCHES. NO ONE CALLED NO LETTER THEY JUST WENT INTO OUR ACCOUNT AND CHANGED IT. WHAT A JOKE. AND HOW ABOUT ILLEGAL TOO. NOW IHAVE TO GO THERE AND SEE WHAT WILL HAPPEN WHEN I TELL THEM IM NOT HAPPY.
I recently purchase a ring July and now it is September. 2 months have gone by and no one contacted me about the issue. I was the one that had to call about the issue. now I am told that it is back order. no one know how long it will take or an estimated time. I am paying for something I don’t have. I’ve been a loyal customer for more than 10 years. this is how you guys treat your customers. I don’t understand why no one can call me and inform me of this issue. I order the ring on July 7 it went out of stock on July 17 I was not inform until the 22nd. after that; I as told it will shipped by the end of August. I waited. now it is September 3rd. I called again and ask for information . helzberg said they will have someone call me back. Hello??? no one did and when I call you guys you tell me you don’t have any information on when or how long it will take. thank a lot helzber. TAKING MY BUSINESS ELSE WHERE.!!
I’ve been on the phone off and on for the last 4 months trying to return an engagement ring that my son’s former fiancé returned after they broke up. I was told that since it was past the 60 day return policy there was nothing that they could/would do at that point but to try and sell it ourselves. Was trying again today and there is a slim possibility that maybe I could return it for “store credit” but it won’t go towards his charge account. That will not help. When I first called it was 2 weeks passed the return policy. Now someone is calling a regional manager to see if anything can be done. As a mom, I’m not happy that some sales person was more concerned about their commission than whether a young soldier could actually afford the ring. I know several people who work for jewelry stores and they would never think of doing this.
Believe me all they care about is the sale. Gotta meet their sales goal, because if they don’t they’re fired. How I know this? Just got fired for not meeting my sales goal.
I am almost 90 years old (August). I returned a bracelet and they would only give me a store credit. I don’t want nor need anything from Helzberg. They have the bracelet (supposedly worth 5x more than what I paid for it) AND they ave my money! They could sell it for double or triple what I paid, give me my money back and still make a profit. We spoke with a Customer Service Rep on the phone. She stated that if we wrote to the corporate office about the problem they would just hand it back over to her. They need to get people in these positions that care about the reputation of the company. Like some of the other comments-I will never be shopping at any Helzberg store again!
THE ABSOLUTE WORST CUSTOMER SERVICE THAT YOU WILL EVER EXPERIENCE. THEY ARE ONLY AS GOOD AS THEIR LEADER SO OBVIOUSLY IT IS OPERATING UNDER POOR LEADERSHIP….!!!!!
WORST CUSTOMER SERVICE EVER! I came to the Oak Brook, IL store during the repair fair to get my wedding band and engagement ring resized. There were no customers in the store prior to when I had walked in. When I walked in, I wasn’t even greeted, but saw 3 employees sitting around looking at each other as to see who was going to get up first and greet me/help me. When one associate finally did get up to help me, conversation was kept to a bare minimal. Once my correct size was determined, checkout took painstakingly long. I was never told what was going on with my transaction. The employee that helped me, left to take care of other customers in the store while 2 other associates were at the computer trying to fix the transaction. After a long while, a receipt was given to me with an amount due to me whited out and I was told everything was fine. The discounts for the repair event were never taken off, but WHITED OUT! I wouldn’t have gone to the store if it wasn’t for the repair fair. I have already taken the survey about service directed towards customer service and have yet to hear back from anybody. I am highly disappointed with the service I received and once I pick up my rings, that will be the last time I step foot in any Helzberg.
Worst service I have EVER had! I had work done on a wedding ring in Tucson AZ, the manager told me it was a great ring and perfect diamond and that they WOULDN’T do prong work cause it looked great. That was in February 2014, in May…3 months later….the prongs that were great broke….ALL 4 of them. I was told they would have to charge me a ton of money to fix it. That’s BS because if they are good at their job they would have seen that the ring was old and needed repair. Not to mention they sucked at cleaning it. I have bought well over a grand from Helzberg and I will not be buying anymore from them. They lost all my trust and I took my Service else where….20 feet away to Zales to be exact. NEED to work harder on customer service.
I recently took a diamond bracelet to your store to see what needed done to replace or repair a link that kept catching on my clothing. It was the same store in which I purchased the item, and had purchased the warrenty. I was surprised to find it had only 3 yrs. on the warrenty, and I would have to pay to have it repaired. Then they tell you to go to a web site to take a survey and get $10.00 of the repair price. Needless to say, not everyone has access to a computer. Mine at home is currently down, so I tried to do it at work. For some reason, maybe because it’s a government computer, it would not go to the site to finish the survey. What do I do now? And what do customers do without computer access?
Hello
My name is Amy and in 2012 i took my ring to get checked and they took the ring cleaned it and realized that it needed prongs and a diamond. I had told them to let me know what it would be not to fix it until i knew what it would cost. The lady said ok then i never heard from them so i called and they said it would be a lot of money because i didn’t have it insured. Which i knew i did they said ok you find the papers and which it took me some time to locate the paper but I did and so i called and instead of getting an estatment they sent my ring in which made me frustrated. So when i was able to go to Wichita i talked to a Victoria and a Jaclyn and one of them couldn’t find my ring then she got the other girl and found out it wasn’t in the store it got sent somewhere else with out even letting me know which really upset me and my husband It would have been nice to be informed about MY ring again i never authorized my ring to get fixed and it did no one ever communicated at all i have been trying to get my ring back for some time now. We use to talk so highly of your business and now i am not sure if i want to encourage others to buy from you if you are not honest with your customers. I have been w?out my wedding ring for over a year almost 2!!!!!! Please resolve this problem..
Sincerely
Amy
I went online to just see and under preowned rings and thing on the page 6 i seen a ring that looks exactly like the one i had except the main diamond is different Please give me some answers as to why no one is getting back with us i haven’t complained because i have been trying to give you all the benefit of the doubt but now i am just getting so frustrated with the whole thing and i would like an explaination as to why no one has gotten back w me and why my ring is no longer in the store at Towne West mall in Wichita Ks and why last week when i went in the lady called the Corporate offices and again no one has got in touch w me so i called the store again and she said no were not giving you a run around i will call them again and see what they say. PLEASE CALL ME at 620474XXXXX
I would lilt to know how to look up my account previous transactions.they were at the ridgedale mall in MN. tell me how to look them up.One was a layaway and the other one was put on a Hezelberg account.
My Name is Kevin Smith , well this is how Helzberg operates as a company. I had a complaint at the Bolingbrook, IL location. I called the corporate office twice and they assured me this matter would be taken cared of. It has been 2 weeks and nobody has followed up. We have been customers since 2000.
I have no faith in their corporate office or Executive Team.
Hello today I went into the Helzberg diamond store in the Barton creek mall in Austin Texas. I was rudely welcomed by the store clerk his name is Kevin. I asked Kevin a question and immediately felt that I was immediately blown off. His store manger Bill Miller was informed of Kevin’s disrespect and I felt blown off by him as well. Please contact me at my email address provided. I am very upset about the whole endeavor.
Charmayne Thomas
(512) 554-XXXXX
It could be worse I bought a custom wedding set for my wife. Costing me close to 10 grand and can’t get it fixed. Their service sucks go some were else.
Victor Lopez, Jr.
5712- 104 Beach Water Drive
Raleigh, North Carolina 27604
Tel. 919-868-7448
Email: victorlopezjr777@gmail.com
Helzberg Diamond Triangle Town Center Mall
5959 Triangle Town Blvd. Ste. 2075.
Ms. Leah Snitwongse, Store Manager
I Victor Lopez, Jr. state: This letter is an official doXXXXent as to my employment resignation effective immediately on this Monday, September 23rd 2013 from Helzberg Diamond Triangle Town Center 5959 Triangle Town Blvd Ste. 2075, Raleigh, North Carolina 27616.
I appreciate the tenure and kindness shown during my probationary period. Thanks for allowing the occasion to have been a Sales Associate with Helzberg Diamond.
Respectfully,
Victor Lopez, Jr.