Complaints

This profile includes complaints for Helzberg Jewelers's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Helzberg Jewelers

  1825 Swift Ave Kansas City, MO 64116-3644

  
• 

  Helzberg Jewelers

  1811 Village West Parkway Kansas City, KS 66111

  
• 

  Helzberg Jewelers

  10000 California St STE 2415 Omaha, NE 68114-2307

  
• 

  Helzberg Jewelers

  3001 S 144th St STE 1072 Omaha, NE 68144-5234

  
• 

  Helzberg Jewelers

  2441 N Maize Rd Ste 2501 Wichita, KS 67207-1772

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/20/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On February 2, 2025 my husband took 4 rings in for inspection and cleaning at the Glendale California location. While there, he was told one of the four rings had to be sent out because it was chipped and the other three needed to be recoated. Initially the date promised for 3 rings to be back was February 28th and the 4th ring (the chipped ring) would be back on March 11th. Well on the 28th of February we called and spoke to ***** who told us the rings were not back, then gave us another date of March the 5th. So, on March 5th I went to the store and was given another date March 11th. ***** now tells us that there was a problem with the UPS delivery which is the reason for the delay.
  We are now in the month of April trying to reach ***** again for an update. We spoke with the store manager who was not any help at all since she claims that ***** is the person who handles all of this. ***** finally calls my husband that the ring will definitely be in the store on May 16th and he had a tracking number for it. On May 18th I go to pick up my ring. Now we are being told the ring will be back on May 30th although ***** told us that he had a tracking number for the ring and the ring was on its way to the store. Both of which were lies.
  
  Now, I am very agitated and irritated. The store manager stated that we should be glad that we are getting a new ring since my ring was chipped. I am still trying to figure out what should I be glad about. Is it the bad communication, bad customer service, or lies? Pick one. This is now going on for almost 4 months. FOUR MONTHS!!! Yet, I should be glad and not agitated with this company right? The nerve of her. The store manager must have trained ***** because the customer service skills for both of them is very poor. When I told her that I was going to contact the Better Business Bureau and Helzberg corporate office, her body language told me that she did not care at all.
  
  ******** ******

  

  Business Response

  Date: 05/28/2025

  To Whom It May Concern, 
  
  I sincerely apologize for the experience *** *** **** ****** had during their visit to our Glendale location. I understand how disappointing this situation must have been, and I’m truly sorry it did not reflect the high standards we are committed to providing.
  
  I would be happy to look into this further by assisting with the status of **** ******** rings and addressing the concerns regarding their in-store experience. At this time, I was unable to locate the repair under **** ******** name. I will follow up with her directly to obtain her husband’s information so I can investigate further and work toward a proper resolution.
  
  If she would prefer to reach out directly, I am available at ************** and would be happy to assist further.

  Sincerely, 
  ******* ****** 
  Customer Care Representative 

  Customer Answer

  Date: 05/30/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: They have now given me another arrival date of June 4th. The reason for the delay is the same reason given before. Below is the message received from Helzberg diamonds which is exactly what was told to me on May 18th  
  

  The last ETA you received was today, May 30th, but unfortunately, we did not meet that deadline. After doing some research, I found out that the ring is currently at our Headquarters and is undergoing a quality assessment before being shipped to your store. The new estimated arrival date for your ring is approximately Wednesday, June 4th.
  
  
  Helzberg Diamonds in my opinion in my opinion is a deceptive company which has deceptive practices and does not honor anything told to their customers. I will never purchase anything from them again. 
  
  
  Sincerely
  
  ******** ******

  

  Business Response

  Date: 06/06/2025

  To Whom It May Concern, 

  Helzberg extends its sincere apologies to *** *** **** ****** for the continued delays, as well as for the inconvenience and lack of timely communication they have experienced. We fully acknowledge that this marks the third missed estimated arrival date, and that the reasoning provided has remained unchanged. This is not acceptable, and we take full responsibility for the frustration and disappointment this has caused.

  
  The replacement ring is currently in production and is expected to be completed in the near future. However, should **** ****** wish to pursue an alternative resolution, we are fully prepared to discuss all available options to ensure this matter is resolved to her satisfaction.

  Sincerely, 
  ******* ****** 
  Customer Care Representative 

• Initial Complaint

  Date:05/08/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a 1.5mm-2mm 22inch 14k gold square Franco chain for
  $1049.00 a few years ago. At the time, I was assured this item was 14k gold as this is a prerequisite for any of my jewelry. Today, I decided to cash out on the gold value as I prepare for a newborn. I went to three separate jewelers with this chain and every time, it failed both the magnet and X-ray tests for gold purity. All three jewelers agreed the item is a gold plated necklace and not real gold as shown on the receipt and advertised by Helzburg. Each jeweler refused to purchase the item or even value it as it is was not real gold. I went back to the Helzburg store where I purchased the chain with this information and was told again that it was real 14k gold because it shows so on the receipt while multiple being denied my experience, telling me to seek advice from a fourth jeweler, without ever testing it themselves. The store told me the only thing they can do is take the chain back as store credit if I purchased an item twice its value. Excluding any of the sale prices or discounts going on for everything in the store. I would like to receive a full refund for the item as I feel extremely deceived as a costumer who purchased an item that was not properly advertised and harshly overpriced for its contents and quality. What made the experience so much worse was getting my hand forced to purchase a item twice its value while completely ignoring my current distrust in the products and organization as a whole. I feel like the associates were money hungry instead of choosing to do right by the customer and were just trying to make a quick buck without considering long term loyalty as an expense.

  

  Business Response

  Date: 05/15/2025

  To Whom It May Concern, 
  
  Upon further investigation into *** ********* inquiry, I have confirmed that the Franco chain he purchased in 2022 is not gold-plated. When determining the gold content of a piece, it is important to note that the magnet test is not a reliable method. Wearable gold jewelry often contains metal alloys to enhance durability and strength, which may cause a reaction to magnets.
  
  If the item was evaluated by another jewelry store or pawn shop, it's important to consider that these entities may have a vested interest in buying or selling gold. For that reason, I recommend selling gold to trusted friends or family members, or taking advantage of our Gold Purchase Program for a more secure and transparent transaction.
  
  I will be following up with *** ******* directly. In the meantime, if he would like to provide additional information or speak with someone from our Customer Care team, he is welcome to contact us at ***************
  
  Sincerely,

  Destiny Carter 

  Customer Care Representative 

  Customer Answer

  Date: 05/15/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Contrary to your assertion, this item has consistently failed multiple industry-standard tests used to validate gold purity and composition. Specifically:
  
  1) The chain failed the XRF Precious Metal Spectrometry test — a non-invasive, professional-grade analysis commonly relied upon in the jewelry industry and known for its accuracy. 

  2) It failed the magnet test — while not definitive on its own, in context with other tests, it provides corroborating evidence.

  3) It failed the scratch test, which compared poorly against several known 14K gold chains of similar length and structure.

  5) The item was examined by certified and highly rated gold wholesalers, including ******* **** ** ***** and ******* ******* ******, both of whom determined the piece to be not authentic 14K gold.
  
  6) All other jewelry tested at the same time — including other 14K gold chains— passed each evaluation with no discrepancies.
  
  These professional appraisers have no vested interest in acquiring counterfeit gold or misrepresenting the value of real gold, and notably, none were willing to purchase the item in question due to its failure across all verification methods.
  
  This response is not only commercially unreasonable but may also constitute a deceptive and unconscionable business practice under applicable state consumer protection laws, including those governing false advertising and misrepresentation of material facts in retail sales.
  
  The representation that this item is 14K gold — both verbally at the time of purchase and on the sales receipt — is a legally significant claim. If the product does not meet that standard, a full refund is not only warranted but may be legally required under consumer protection statutes.

  It is also important to note Gold is a non-magnetic metal. 14K gold is about 58.3% pure gold, with the remainder being alloy metals like silver, copper, or zinc—which are also non-magnetic.

  If a 14K gold item is attracted to a magnet, it strongly suggests that it contains magnetic metals like iron or nickel, which means It may be gold-plated over a magnetic base metal Or it’s not genuine 14K gold at all.
  
  We remain open to resolving this dispute swiftly and respectfully without further remedies. 

   

  Sincerely,
  
  
  
  James Santana

  

  Business Response

  Date: 05/23/2025

  To Whom It May Concern, 

  It appears that this item was tested by individuals or businesses involved in gold and jewelry purchasing, such as pawn shops. These entities often have a vested interest in acquiring gold at a prorated price, and the testing methods they use are not always consistent with standardized practices in the fine jewelry industry.

  I can confirm that the chain in question is 14K gold. For *** ********* convenience, I have attached an Item Description Letter, which he may keep for his records or use should he choose to sell the item to a friend or family member.

  Sincerely,
  ******* ****** 
  Customer Care Representative 

• Initial Complaint

  Date:04/29/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am submitting a complaint regarding a ring purchased for me in June 2024. Although we’ve owned the ring for 11 months, I have only worn it for about 7 months, as we didn’t get married until September 2024. In that time, three diamonds have fallen out, which is unacceptable for a ring of this quality and price.
  
  The first diamond fell out shortly after I began wearing the ring. I sent it in for repair, and while the ring was in the company’s care, a second diamond fell out. This extended the repair timeline to nearly two full months. When the ring was finally returned to me, the replacement diamond was smaller, darker, and visibly set unevenly — sticking out from the others. The repair also left a rough, poorly done weld on the ring. I took photos and immediately called to express my concern. The manager I spoke with admitted that she “thought it looked a little rough,” yet it was still sent back to me in that condition — which is deeply concerning.
  
  Most recently, a third diamond fell out, and at this point it is clear that the ring has a structural or craftsmanship issue. We have requested a full refund, as continued repairs have not resolved the root problem and we no longer trust the integrity of the piece.
  
  Additionally, the nearest store is over two hours away, and it cost us nearly $100 to ship the ring the first time — an expense we believe should be covered by the company given the repeated issues.
  
  This experience has been extremely frustrating and disappointing. We are asking for a fair resolution through a full refund so we can replace the ring with one from a more reputable jeweler.

  

  Business Response

  Date: 05/09/2025

  To whom it may concern,

  We apologize for any inconvenience this may have caused *** *** **** *****. During our research, we have discovered that this ring has been repaired numerous times as the customer stated, and seems to have repetitive stone loss. At this time, we would like to provide *** ***** with a full warranty replacement for her bridal set. I will be in contact with the customer personally to provide details and proceed with the replacement

  Sincerely, 

  ****** *********

  Customer Care Representative

  Customer Answer

  Date: 05/20/2025

  If we are temporarily accepting this current offer in hopes it was a fluke, but also stating to them that if there are repeat errors with the new set we will instantly be moving forward with continuing to request a refund, should I accept on here? Or am I able to put my case on hold to see if the new set comes undamaged of good quality

  

  Business Response

  Date: 05/21/2025

  To whom it may concern, 

  We understand, and we can ensure *** ***** we are here to work with them throughout this process. She is always welcome to reach out to us in the future and reference the current case if needed. If the warranty replacement piece then has the same issues for her, we will explore other options. I will be contacting the customer directly to proceed with our warranty replacement process. 

  Sincerely, 

  ****** *********

  Customer Care Representative

• Initial Complaint

  Date:04/22/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  There has been nothing but problems with a ring I bought from them in 2023. It has to get worked on once a year, or more often. Currently, it was turned in March 19, 2025 and promised April 9, 2025. I didn't receive it back. It has now been six weeks and it doesn't appear they are going to return my ring at all. The repair ticket number is: R6140215822. If they don't plan on returning my ring, they should reimburse me the cost of the ring which was $99.99 plus tax. I contacted the store just a few days prior to April 9th and was told, snottily, that they would text me when it was ready. I have contacted corporate and they won't answer. Any help you could give me in this matter would be greatly appreciated. Thank you!

  

  Business Response

  Date: 05/02/2025

  To Whom It May Concern, 
  
  When researching *** ********* inquiry, I have found that we did not meet the original promise date of her repair pickup. We have since finish the work and it has now been picked up, but we apologize that we did not meet our standards and caused inconvenience and frustrations. I am going to follow up with Ms. Dunning to learn more about the repairs she has had on this ring to see what I can do about the continual repairs. In the meantime, if she'd prefer to contact our Customer Care team to share additional information, she can reach me by calling ***************

  Sincerely, 

  ******* ******

  Customer Care Specialist 

• Initial Complaint

  Date:04/21/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a necklace and agreed to pay out of pocket to add an lobster class with O rings to the necklace so it looks professional and represents the quality Helzberg Jewelers alleges that it provides to its customers. What I got looked horrible as only one O was added on the side; lacked symmetry and it was poor quality O ring. To make it worst, the original O ring that I paid for - in full and was attached the necklace purchased was removed and not returned. I was told that it was absorbed in the cost to add the lobster clasps when I received a discount from the store for signing up as an online guest and when I gave them my email and phone number. Three words Integrity, Quality, and Customer Service. None of which your organization has! The manager was rude and very disrespect, specifically, when he was held accountable for lying about following up with me after I made the first complaint. He became upset when he couldn't prove that he or Helzberg reached out to me by phone or email regarding the initial purchase.

  

  Business Response

  Date: 04/30/2025

  To whom it may concern,

  We apologize for any inconvenience this may have caused *** ******. During our research, we have discovered that a few repairs have been
  done on *** ******’s piece to attempt to customize it to her preference. Additional
  discounts have also been given on the repairs and the purchase as well. We are
  unable to accommodate her request for a return at this time as it is past our
  30 day return policy, and has been altered. We have requested images of the
  piece twice to provide a better understanding and reference for our
  investigation and no images have been provided by *** ****** at this time. We
  are happy to look into this further, but would need images from *** ****** to
  better understand what she is wanting corrected to ensure that can be explained
  properly to the store and the jeweler. 

  Sincerely, 

  ****** *********

  Customer Care Representative

• Initial Complaint

  Date:04/18/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  placed a custom order with Helzberg Diamonds on April 3, 2025 (Order *********) for in-store pickup at their ***** ** ****** ******* location. The estimated delivery date was clearly listed as April 18, 2025. As of the delivery date, I have received no confirmation, no tracking, and no communication confirming whether the item has shipped or arrived at the store.
  
  I have contacted Helzberg Customer Care multiple times. Each time, I was told the matter had been “escalated to the internal team.” However, no actual status updates have ever been provided. I made it explicitly clear that I needed a firm answer by the promised pickup date, but was only met with repeated vague assurances and no resolution.
  
  This is a high-value, time-sensitive purchase, and Helzberg has failed to provide the most basic level of customer service: confirming whether my order even exists in transit. Their internal process appears to be broken, and their customer care team is unable—or unwilling—to get answers in a timely manner.
  
  At this point, I am left unsure whether to cancel the order or continue waiting indefinitely with no information. This has been an extremely frustrating and unprofessional experience.
  
  Resolution Sought:
  
  Immediate, clear confirmation of the order’s shipping status and delivery timeline
  
  An apology for the lack of communication and accountability
  
  If the item has not shipped, I want a full refund issued immediately
  
  Order Information:
  Order *********
  Placed: April 3, 2025
  Promised Store Pickup Date: April 18, 2025
  Location: ***** ** ****** ******** Elizabeth, NJ
  
  Customer Contact:
  **** ***** ****************** ***** ********

  Customer Answer

  Date: 04/21/2025

  This can be closed.

• Initial Complaint

  Date:04/17/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Upon signing up with a paperless monthly bill to avoid their fees, I was under the impression that they would receive my payments electronically. I set up my payments through my bank to be paid 3 days in advance before their date was due. That's 3 business days. Upon checking my account's balance I notice late fees for the past 3 months and then interest on those fees. I called to see if they could work with me, but they refused stating that although the bank pays within the 3 days, they receive the money in check form after 7 days and this is why they have been receiving the payments 1 or 2 days late. I asked to clear the misunderstanding with a manager and they refused to remove the fees. This all could of been cleared up earlier and feel that they way the credit card makes it's money is on the customer not knowing all the rules that would avoid these late fees and I could've used a heads up 3 months ago. Please help to see if they can reconcile. Thank You.

  

  Business Response

  Date: 04/23/2025

  To Whom it May Concern,

  I'm very sorry to hear of the fees that our customer was assessed. However, this appears to be a misunderstanding between the customer and their personal bank regarding how their bank sends the payments out for them. The customer would need to discuss their concerns with their personal bank in order to try to reach a potential resolution.

  Sincerely,

  **** ********

  Partner Management Liaison

• Initial Complaint

  Date:04/16/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I cancelled my order and I have not received my refund of $610.56 even after the 10-15 business days. Customer care team has stopped responding to my inquiry on the update of my refund.

  

  Business Response

  Date: 04/17/2025

  To Whom it May Concern,

  I am very sorry to hear of Mr. Pearson's experience and delayed refund. The refund has been completed as of April 15th and the receipt to reflect that is attached as well. Cancelling an order does require a specific process andfor Mr. ********* order, we had to wait for confirmation that our manuafcturer was able to stop that order before the funds could be refunded. Once that is confirmed, the request goes in for the funds to be returned. It appears there was a slight delay in that taking place and for that I am truely sorry.

  We appreciate the feedback Mr. Pearson has provided and will address these opportunities.

  **********
  
  **** ********
  
  ******* ********** *******

  Customer Answer

  Date: 04/17/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  **** *******

• Initial Complaint

  Date:04/04/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We were supposed to get a certificate for the diamond ring purchased in September 2024 however a staff member forgot to give it to us when it was picked up. Then we were told it would be mailed to us however, the store forgot our apt number on the envelope and it never got delivered to us. We have informed delivery with usps so we were able to see that our full address was not on the envelope. I followed up multiple times letting Helzberg know this & after being ignored multiple times I eventually received a response advising once they get the mail back they'll send it with the correct address. This never happened. We still are back & forth emailing with Helzberg 7 months later & still have no certificate. We were told if we want an original it will cost us so we would have to pay for this. I just don't see how this is fair. So the store made about $7k from us, they messed up by not providing our cert & then again not adding the correct address and they will not take accountability and send us our original certificate. I am so fed up dealing with emails & getting no helpful responses.

  

  Business Response

  Date: 04/16/2025

  To Whom It May Concern, 
  
  I have researched *** ******** request regarding her original grading report. It has come to my attention that we sent the original grading report to the address she provided, but the postal office rejected the mail. Although the original has not been returned to us, we did provide her with a copy. Please note that we only keep one original copy on hand. If *** ****** would like a new original, she will need to contact the grading lab. They may require her to send the stone for inspection in order to obtain a new certificate. If the customer would like to speak further, feel free to contact **************, my hours are Monday-Friday 8:00 am-4:30 pm CST. 
  
  Sincerely, 
  
  ******* ******
  
  Customer Care Representative
  

• Initial Complaint

  Date:04/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought jewelry from Helzberg diamonds in San Bernardino California and I went to return it before the 30 days they said that they’re gonna try to fixthe stuff that was already diamonds. I told them I don’t want it and to top it off. One of the bracelets was nothing was wrong it, and they still didn’t return that And the guy said I have a few months to get it back. I told him I don’t want it and he kept insisting that I get another item. told him I didn’t want nothing. None of it and now 30 days were due and I can’t even get another item. They just cut me off completely because the guy said he don’t like ******** and I told him I hope this don’t happen to him andhe got offensive.

  

  Business Response

  Date: 04/04/2025

  To Whom it May Concern,

  We have tried to work with *** ******* by making an exception to allow a one time exchange, but that was declined as he was wanting a full refund. However, our 30 day return privilege states that the item(s) must be in like new, unworn condition. When the item was brought in, it was brought back in multiple pieces.

  *** ******* claims that it was already in pieces, however, we would not have sold a piece in that condition. It was brought back to the store in multiple pieces and due to damage outside of normal wear and appears to have been pulled or yanked on in order for that type of damage to occur. Our store location offered, as a courtesy, to allow *** ******* an exchange, but that was declined as mentioned above. We are not able to extend that exception any further or offer that for an unlimited amount of time. 

  Given the state of the item, there are no further options we can offer at this time with the damage done being caused by something outside of normal wear and is beyond repair. 

  Sincerely,

  **** ********

  Partner Management Liaison