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

  
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  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:08/25/2022

  Type:Customer Service 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.

  On July 23rd I purchased a wedding band for my fiancé’. I was told they didn’t have any sizes for purchase in store and that it would have to be ordered in his size. So I ordered the ring in an 8.5. It’s a rose gold and ******** steel ring made by *********, costing before tax about $1400. The item came into the store on august 12th and I went to pick it up. Unfortunately on august 13th I found out that my fiancé was not happy with the ring and I attempted to bring it in for a return and refund since it’s well within the 30 day period in which to do so. The ring was in an undamaged, unworn state,
  And in its original packaging. I even have the original receipt. However I was turned away and told that this item was a custom order and cannot be refunded. However never at any point in our purchase was I told that this item was non refundable. I was under the impression that they did not keep every size of the ring in store and thus his size had to be ordered and not that I was purchasing a customized non refundable ring. In fact if they do not carry every size in store, thus forcing you to order the size needed, how can it then be called customized and non-refundable. There is no engraving on it, no personal customization, and it remains in perfect condition. It seems like with such a pricy and important purchase, I should have been warned that I could not return it when purchasing it. I even looked up the exact ring I purchased on their website and it clearly states “even returns are no problem”. If this particular ring is a custom order and non refundable it is very misleading to have that statement posted on their website. There is even another customer review on there stating they got a refund for the same ring. I been reaching out through email and phone to contact a higher member of management about this concern since the 13th. I have been pushed from person to person, told to wait countless times for a response, and then never contacted! I would like a refund.

  

  Business Response

  Date: 08/26/2022

  To whom it may concern, 

  Helzberg Diamonds customer care would like to apologize for how long it took us to resolve this situation for you and also for your initial experience at the store. 

  Once you reached out to us, customer care, we knew your item was return eligible. However, the store and other members of management misinterpreted our return policy on the item and declared it a "custom piece". That was incorrect and for that I apologize as it resulted in a great deal of frustration for you. 

  This took us long than expected to resolve as we were taking the time to educate all parties involved, on the Helzberg side, that your purchase was eligible for return and a full refund. 

  I want to thank you for confirming to me yesterday that you were able to return your purchase instore and I want to thank you for giving us the opportunity to make this right. 

   

  Customer Answer

  Date: 08/27/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  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.
  
  
  
  
  Regards,
  
  
  
  ****** ******

• Initial Complaint

  Date:08/16/2022

  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 $500 men's bracelet from Helzberg Diamonds via mail in November of 2021. I gave it as a gift to my husband in January of 2022. By May the black coating had worn off. I contacted the company and they were not willing to do anything until I sent it back to them for inspection. I did so and they stated it was "normal wear and tear" and for an additional $150.00 they would replace the black coat. That was after the initial quote of $300! I agreed and sent the $150.00 over the phone via credit card. It took over 6 weeks to get the item back and it was not fixed at all. Nothing was done to the bracelet. So my $500 piece of jewelry turned into a $650.00 fiasco. I've attempted to contact them and had had no responses to date. I would like a replacement bracelet at this time. I've been told they would repair the previous and they sent it back as is.

  

  Business Response

  Date: 08/23/2022

  Dear customer,
  I would like to apologize for the entire repair experience
  you have had and will be personally making sure you are taken care of.

  
  There are several errors in how your repair was handled that
  I would like to address. First, your bracelet was sent to a jeweler who is not
  able to do refurbishing work. I am not sure why it was sent to them or why they
  moved forward with providing you an estimate. We have addressed this on our end
  and also why you were not provided with an update when the item was on its way
  back to you without any work completed.

  
  Regardless, we will be refunding you the $150.00 you were
  charged for the repair since no work was completed. I am requesting that refund
  for you today and will be following up with you by email to provide a refund
  confirmation. I am very sorry that you did not have your jewelry and that
  payment was taken from you with no work done. That is not acceptable and not
  how Helzberg Diamonds handles repairs.

  
  On behalf of Helzberg Diamonds customer care I would also
  like to offer a replacement of the bracelet or the option for you to select a
  new bracelet style of equal value. I am not sure if the bracelet is worn
  everyday, but if so the black coating can wear off with wear and then the
  bracelet would need to be refurbished in the future. I only want to educate you
  on this so you can make the decision to replace with the same piece or select a
  style that does not have black coating.

  
  I will also send you an email so you can let me know how you
  would like to move forward with a replacement or new item. I will personally be
  taking care of all of this for you and staying in touch as I want to make sure
  you receive the level of customer service that all Helzberg Diamond customers
  should experience.

  Thank you for your time and you will hear from me shortly, 

• Initial Complaint

  Date:08/01/2022

  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.

  My husband purchased my engagement ring in April 2022 and paid over $6k for it and purchased a warranty. I sent the ring to be sized and when I got the ring back, the headstone was crooked and bent. On the outer halo, a diamond fell out and another shifted. When I brought it to the **** **** location to address the issue, I was blamed for having bent the headstone. I was told the jeweler shouldn't have has a reason to touch the headstone, even though these issues were coming up after the ring went down in size. I sent the ring back out to be fixed on July 19th and the jeweler received it on the 21st. The ring came back on the 29th and when I went to inspect the ring, the headstone wasn't fixed and more of the halo stones were out of alignment. When I addressed it with the store manager, I was told that no1 other than myself would know it was bent. I feel like I was being told to accept the issues with the ring when the jeweler should have fixed every issue and shouldn't have sent it back if the ring was not back to what it was when it was purchased. More things are coming up out of alignment, crooked, and not right every time it is sent to be fixed. I got my ring in April and out of the few months I have had it, it's been with the jeweler for over a month n a half. I can't enjoy my ring when it's not fixed properly. I feel like when a customer spends over $8k on an engagement ring n wedding band, things should be fixed and handled appropriately. I feel like at this point, they should replace my ring with a new one instead of continuing to send it out in hopes for it to be perfect!

  

  Business Response

  Date: 08/05/2022

  To whom it may concern,

  
  Thank you for reaching out to Helzberg Diamonds and making us
  aware of your repair experience at our **** **** store location.

  
  I want to apologize that your ring did not come back from
  re-sizing in the same condition you left it. The head and setting should not
  have needed additional repair after sizing and I am sorry that not all of the
  repairs were taken care of on the second repair.

  
  I reached out to store management and let them know about
  your concerns and also how you were made to feel.

  
  The store manager *** said they want to go above and beyond
  to make sure you love your ring and that when they last spoke with you it was
  agreed that you would bring the ring back to the store and they would make sure
  the jeweler fixed the uneven center halo. This would also be noted as a “rush”
  so that your work was a priority and your ring would be returned to you
  quicker.

  
  *** said you needed the ring for a special occasion and
  would be returning it to the store for the repair, after the special event. That
  is the only reason it was not being taken care of currently.

  
  I know the store wants to make this right for you as it is
  always important our customers love their jewelry, especially an engagement ring.

  
  Thank you for brining this to our attention so we could
  address this with **** **** and make sure you are taken care of.

• Initial Complaint

  Date:07/29/2022

  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.

  Hello,
  I purchased several items back in November. Not only was I scammed for the lifetime cleaning I did not ask for and was sneaked into my balance but they charged me $40 late fee on my due date EVERY MONTH. Even when my account was set up automatically over the phone, in reality, it is not.
  No need to be late, it is paid every month on the same date and they charge me late fees because they have problems with their cheap system and won't update it!
  Not only that, I was yelled at and disrespected by their supervisor ******** who hung up on me and had absolutely NO COMPASSION ! Your business is down. All your stores are closing. The economy is at the worst and we are paying for that? Diamonds are LUXURY NOT NECESSITY! If you do not correct the little fraudulent fees you are placing on my account, I believe you will lose another customer.
  I deserve an apology from that :"supervisor: and my late fees and "interest fees" adjusted.
  Also, I never used your cleaning service so you can go ahead and cancel and refund me that too! your customers are LEAVING DUE TO THE GHETTO EMPLOYEES WHO PICK UP THE PHONE IN YOUR CALL CENTER IN COLUMBUS, OH. Stop threatening me over the phone also, because next time I will sue as well.

  

  Business Response

  Date: 08/04/2022

  August 4, 2022
  *** ** ******* ****** ****
  ***** ******** *****
  **** * **** ** ******
  ****** ***** ** *****
  *** *** ********
  
  Dear Mr. *****,
  
  I am writing you in regard to the concerns shared by ****** ******* ******
  
  We are sorry to hear about her frustrations regarding her
  purchase from November of 2021. We do encourage adding the Lifetime Care Plan
  to pieces that are eligible as that is one of the best ways to protect the
  investment. At no time do we want our valued customer to feel pressured or like
  this was added fraudulently.
  
  While I cannot speak to what happened in store as I was not
  there, I am happy to make an exception and refund the Lifetime Care Plan on any
  of the pieces purchased in November of 2021. Mrs. ****** can reach out to me
  directly if she wishes to proceed with this.
  
  I also encourage Mrs. ****** to reach out to ******** regarding any late fees. For our customer’s protect and security, Helzberg
  Diamonds Customer Care has no access to personal account information. ******** may
  be reached at ************. They are happy to answer any billing questions she
  may have.
  
  I appreciate the time that was taken to share these
  concerns and hope in the future we can rebuild our relationship and provide a
  true Helzberg Diamonds experience.
  
  If there are any further questions, or needs, please do not
  hesitate to reach out to me directly at ********************. Thank you for
  your time and attention to this matter.
  
  Sincerely,
  
  
  **** ***** • Customer Care Representative 
  .  .
   .  .  .  .  .  .  .  .  .  .
   .  .  .  .  .  .  
  HELZBERG DIAMONDS
  **** ***** ******* ***** ****** ***** ** *****
  ******* ************** ********** * ************
  ****** ******** ** ******* *** **** ** ** ********
  ***** ******** ******** ** * ********* ******** ********

  Customer Answer

  Date: 08/04/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:l

  ******** has a major bug last month and are trying to make money off customers. 
  I accept the refunds for the plans but ******** refuses to help with their late fees and interest even though it was recorded on 6/3/2022 that the payment made will take care of the promotional plan. 
  i was literally scammed and they refuse to even listen to the phone call. Their supervisor yelled at me and hung up on me. They are Ridiculous. I suffer from anxiety and I went through hell with your company and still cannot seem to find help.  
  
  Regards,
  
  
  
  ****** ******* ******