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

  7210 NW 86th Place Kansas City, MO 64153

  
• 

  Helzberg Jewelers

  11347 W 95th St Overland Park, KS 66214

  
• 

  Helzberg Jewelers

  5270 W. 119th St Leawood, KS 66209

  
• 

  Helzberg Jewelers

  19007 E 39th St S Unit A Unit 101 Independence, MO 64057-6800

  

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:04/03/2025

  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.

  Helzberg failed to abide by their return policy and used fraudulent sales tactics. On 02/07/2025, I purchased a diamond ring, wedding band, and Lifetime Care Plan (LTC) after my partner and I confirmed with staff that all were returnable. I would not have proceeded otherwise.
  When I attempted to return the ring within 30 days, I was denied a refund. Staff claimed it was "custom," making it non-returnable. At no point during selection or ordering were we informed that all set diamond rings would be considered “custom” . In fact, staff explicitly assured me it was returnable and even suggested a $69 expedite fee since regular shipping may exceed the 30-day return window, which I paid to retain the return option. Similar jewelers offer 30-60 day return policies on diamond rings that are set and sized.
  After multiple calls, the store manager—who wasn’t present during prior interactions—agreed to refund the ring and band (which I appreciated) but refused to refund the LTC due to resizing. However, Helzberg’s policy clearly states:
  "Except as otherwise provided in an applicable Addendum to this Plan or applicable state law, and subject to Plan Verification, you may cancel this Plan at any time within 30 days after the date of purchase and receive a full refund of this Plan purchase price (less the amount of any claims made under this Plan prior to the date of cancellation) by returning the Plan to any Helzberg Diamonds store."
  I was willing to pay the prorated resizing cost—a fraction of the $1,600 LTC fee—but was told that since they were already making an “exception” by refunding the ring, they wouldn’t honor their written policy. Following their own policy is not an exception; it’s ethical business practice.
  Ultimately, Helzberg staff misled us to secure a sale and is now selectively enforcing policies to withhold a rightful refund.

  

  Business Response

  Date: 04/11/2025

  To whom it may concern,

  
  We apologize for any inconvenience this may have caused our
  customer. During our research, we have discovered that with the repairs done on
  the rings previously purchased by *** ***, the Lifetime Care Plan has been
  used. Since it has been used, we are unable to refund the amount paid for the
  Lifetime Care Plans on the pieces previously purchased and returned. We are
  also unable to refund the expedited shipping cost, since that was honored and
  *** **** items were completed and finished in an expedited timeframe. However,
  during our research we did note that the customer paid for a Platinum Head for
  setting their diamond in their ring. Since that head was returned with the
  items, we will be refunding *** *** $699.99 to the original payment method used.
  Please allow 5-7 business days for this transaction to process. If the customer
  would like to speak further, feel free to contact *************** my hours are
  Monday-Friday 8:00am-4:30pm CST. 

  Sincerely,

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

  Customer Care Representative

  Customer Answer

  Date: 04/12/2025

  
  
  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:04/01/2025

  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 had a piece of jewelry built to my specifications. Upon purchasing and inquiring about the return policy, the store manager explicitly stated that returns would be accepted within 30 days regardless of if the piece was off the shelf or built to my specifications. I was not satisfied with the item and attempted to return within 7 days of receiving the piece which would fall under the 30 day satisfaction guarantee return policy.
  
  Helzberg refused to accept the return stating that it was a custom built piece despite the policy that the store manager had laid out in front of me upon purchasing the piece. The piece is unused, unworn and there are no custom markings or engravings preventing them from reselling the item. Despite the fact that it is unused and there are no engravings or markings preventing them from reselling the item, they claim that they can not resell it.
  
  It is clear that the store manager knowingly lied about the stores policy in order to make sale and commission.
  
  Be definition the store manager committed fraud by wrongful or criminal deception intended to result in financial gain or personal gain.
  
  I have attempted to resolve this issue directly with Helzberg customer service. I was informed multiple times that the issue was escalated to the regional manager via email and phone and that they would contact me to resolve the issue and provided dates/deadlines that I would hear from them. The promised dates have passed on multiple occasions. I have followed up numerous times and at this time I am actively being ignored.
  
  I am seeking assistance from the BBB and attempting to escalate this issue so it can finally be resolved.
  
  Item received: 3/28/25
  Attempted Return: 4/7/25

  

  Business Response

  Date: 04/11/2025

  To whom it may concern,

  
  We apologize for any inconvenience this may have caused our
  customer. During our research, we have discovered that the item purchased was a
  Custom Builder Lab Grown ring. Our policy states that customized items are not
  able to be returned, and are final sale. Attached is a link to the return policy
  on our website: ******************************************************** Our return policy is also stated on the back of printed receipts, an image of
  that is attached to this response, as well as an image of *** ********* purchase,
  where it is shown that a Custom Builder ring was purchased. If the customer would
  like to speak further, feel free to contact *************** my hours are
  Monday-Friday 8:00am-4:30pm CST. 

  Sincerely, 

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

  Customer Care Representative

• Initial Complaint

  Date:03/21/2025

  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.

  Feb. 14) I have sent in an piece of Jewelry to the business in question for repair. They initially gave me two different time frames for a repair. 3 weeks "normal maintenence", 8-10 weeks "custom work".
  
  (March 7) An employee there stated in an email what the repairs were and how much it woul cost. (Did not mention what timeframe my repair would fall under.
  
  (March 10) I asked if the employee could give me the timeframe the repair would fall into before proceeding in an email. Along with a few other questions that were never answered)
  
  (March 13) I send in an email to the same employee I have been working with asking him why the server is taking so long. (At this point, its already been a month and I have heard nothing back on my questions before repair)
  
  (March 18 10:45AM) I then finally reciove a call from the business only asking for PAYMENT. They had no idea I have sent in a complaint wondering what is going on with my jewelry. (At this point, no one has answered my questions on a timeframe and the women the I spoke to said that the employee I have been emailing will get back to me with my questions).
  
  (March 18 11:33AM) I hear back from the employee saying that the Jeweler's are already fixing my jewelery I sent in. And then follows up again with both time frames with NO answer to which timefram my reapir falls under. i then followed up with an email as to why I was upset about this.
  
  (March 19 7:43AM) I call the corp office and explain why I am upset over the phone and I need to speak with a supervisor on the situation. I am told a supervisor will reach out to me in 24-48 hours.
  
  (March 21 8:32AM) I call to say I never heard back from a supervisor and was told someone would reach out by the end of the day.
  
  (March 21 6:37PM) I call in again and was told all supervisors are gone and none of the managher are able to take the call
  
  I have recordings and transcripts of all phonecalls.
  
  I will include a document of all emails exchanged.
  
  I just want my ring back.

  

  Business Response

  Date: 03/27/2025

  To whom it may concern,

  We apologize for any inconvenience *** **** has experienced. Our Mail-in Inspection process typically takes 3-5 weeks, though some repairs may extend this timeframe. We strive to respond within three business days and regret any concerns regarding communication delays.
  
  *** ****** jewelry has been shipped and is expected to be delivered by March 28, 2025.If he would like to speak further regarding the concerns addressed in their submission, please feel free to contact **************. My hours are Monday-Friday 8:00am-4:30pm CST. 

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

  Customer Care Representative

  Customer Answer

  Date: 03/27/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  The lack of communication that is occurring amazes me. I still have yet to get any answers on my warranty plan I payed for as well. 

  I have attached a picture of my questions I sent in an email 18 days ago now. Once those are answered, then I will be satisfied. Even though I will never utilize this warranty ever again. I still want to know for the sole fact that you will be wasting your time explaining it to me.

  
  Sincerely,
  
  
  *** ****

  

  Business Response

  Date: 03/28/2025

  To whom it may concern,

  We apologize for any questions *** **** remains to have unanswered.
  We are happy to provide clarification on the answers provided if needed.
  The timeline for inspections and repairs, within normal wear
  and tear as stated in the Lifetime Care Plan, is 3-5 weeks. The timeline for
  larger repairs is 8-10 weeks. The workload of the individual jeweler is also
  considered with these timeframe estimates.

  Having a recent inspection, and repairs completed and paid
  for (if current Care Plan is lapsed) to return the jewelry to like new
  condition, would reinstate the Lifetime Care Plan. For our distance customers
  who live more than 30 miles away from a Helzberg store location, a One Year
  Inspection letter is offered. This allows inspections to be done annually
  rather than biannually, and this can be done through our Mail in Inspection
  process, or at the store location of the customers’ choosing.

  For our non-distance customers, the Lifetime Care Plan
  requires that the jewelry be inspected to retain its like new condition
  biannually, that can be done through the Mail in Inspection process or at a
  store location as well.
  The Lifetime Care Plan, when current, covers repairs needed
  that are within normal wear and tear, as well as resizing, cleanings, etc.
  These repairs are determined by our expert jewelers at the time of inspection.
  If repairs are required outside of normal wear and tear, those do need to be
  completed and paid for by the customer to keep the Lifetime Care Plan current.
  If they are not completed, the Care Plan will remain lapsed.
  We pride ourselves on providing excellent customer service,
  communication, and options like the Mail in Inspection option to provide
  flexibility and understanding for our customers. We sincerely apologize for any
  inconvenience this may have caused *** ****.

  If *** **** would like to speak further, I would be more
  than happy to connect with him via a phone call. My hours are Monday-Friday
  8:00am-4:30pm CST. 

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

  Customer Care Representative

• Initial Complaint

  Date:03/05/2025

  Type:Delivery 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 03/01/2025 I placed an online order on Helzberg.com for a diamond ring. The transaction went through without any issue. On 03/03/2025 I looked up the status of the order using my online profile on Helzberg.com only to see that the order was cancelled.
  
  After inquiring with the customer care department the next day (03/04/2025), I was informed that the order was likely rejected due to an issue with the delivery address. Yet noone had contacted me prior to cancelling the order. A request with the Helzberg Sales Audit team to allow a "temporary trust" to allow a customer service representation to processs a new order for me was rejected. I was told I needed to come to a store with proper identification in order to make a purchase. I explaied to the representative that I live in Boston, MA and that there was no stores within a reasonable distance. I was simply told again my only option to make a purchase was to go to a store in person.
  
  Since I created an online account on Helzberg.com, the company has aggressively marketed their promotions to me. There is no disclaimer on Helzberg website that online orders are allowed only under certain conditions. All indications are Helzberg is fully engaged in online sales. So it is very strange that my order was cancelled after it was accepted and fully paid for. It is also strange to me that no attempt was made to validate my identification after I contacted customer service.

  

  Business Response

  Date: 03/06/2025

  To Whom it May Concern,

  I'm very sorry to hear about *** ********* experience with his online order. We are looking into this further for *** ******* and will follow up with him directly regarding furher updates. As we know, in this day & age there are a lot of fraudulent activity that happens online and becasue we take protecting our customers seriously, we do have all of our online orders reviewed, especially given the type or products we offer online. Our intentions are good & are meant to protect all of our customers as best as we can against that.

  I can understand how frustrating this may be and want to reassure *** ******* that he was not charged for the original order. If there was a charge showing on his account, it would have only been a temporary authorization that will fall off, we are not collecting that money for the cancelled order.

  I sincerely apologize about the email marketing he mentioned and if he'd like, we can request to remove him from both our emailed and mailed advertisements & offers. However, I'd like the opportunity to look into this a bit further for him and have Nelson follow back up with him directly within the next couple of business days.

  I do thank *** ******* for sharing his concerns and assure him that we have our customer's protection top of mind. We have to verify & validate the information provided on orders, so if there was any additional information that may be helpful that *** ******* could provide, we are happy to take that into consideration as well.

  We look forward to continuing to work with *** ******* and apologize that this has caused him frustration.

  Sincerely,

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

  Partner Management Liaison

   

  

  Business Response

  Date: 03/10/2025

  To Whom it May Concern,

  It appears that our Customer Care team was able to connect with *** ******* & attempt the order again on 3/6/2025. The new order appears to have been processed & is in transit.We appreciate *** ******* providing us the opportunity to assist him with this.

  Sincerely,

  **** ******** • Partner Management Liaison

  Customer Answer

  Date: 03/11/2025

  
  
  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.

  I have received the ring I was looking to order.  Mr. Nelson Italiano of Helzberg was most helpful and keep great communication up to the day of delivery.
  
  
  
  Sincerely,
  
  
  
  ********* *******

• Initial Complaint

  Date:02/27/2025

  Type:Sales and Advertising 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 jewelry that spontaneously broke within 30 days of purchase. When going to return the chain, I was sold a protection plan and guaranteed it wouldn't happen again. Within 30 days of attempting to refund, it happened again and this time when I tried returning the chain I was told they cannot do anything because it is outside the return window. The jewelry is unwearable at this point and given the price of it there should be some accountability for a faulty product

  

  Business Response

  Date: 02/28/2025

  To Whom it May Concern,

  We're very sorry to hear of *** ********** concerns & experience. We'd like to look into this further for him, however the information he has provided in his statement to the BBB is not allowing us to locate the original purchase as it is not showing under *** ********** name, email or phone number. In order to look into this further, we would need the original purchaser's name and/or phone#. This will allow us to access the details of that purchase and collect further information pertaining to *** ********** concerns.

  Once we have that, we will research further to see if there are any potential solutions. *** ******** can respond to this concern he submitted or contact our Customer Care team by calling ************** to provide the additional information that will help us in locating that original transaction.

  Sincerely,

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

  Partner Management Liaison

• Initial Complaint

  Date:02/19/2025

  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.

  Was given a gift of a string of pearls for Christmas. Had to bring necklace back to the Glendale, Ca store due to clasp being too small to operate.
  
  I have not received the necklace, nor have I received an email as to where and when it will be returned to my possession.
  
  we have gone to the glendale store to inquire about the status of repair order, and they said they were waiting for us to answer their phone call. There were no messages or attempted calls on our cell phone records.
  
  Helzberg has also requested that we pay an additional fee for repairs! I have never worn the necklace! its not a repair.
  
  the email the I have on file for Helzberg is an AI address, it is not to a live person, nor is the response from a live person. I want my necklace...or submit a FULL REFUND!!
  
  the email that i get from Helzberg is from: ********************** on behalf of ****************** This is an AI company..it is not a human response business.

  

  Business Response

  Date: 02/28/2025

  To Whom It May Concern,

  
  We are very sorry to hear of *** ********** frustrations with her recent Christmas gift item. I have reviewed the matter and am addressing the repair status and estimate that was required by the store. I will be reaching out to *** ******** as soon as possible to provide the update she intended to receive from the store, as well as a resolution regarding the payment they required.

  
  If she needs to provide any additional details, she is welcome to contact our customer service team at ************** and I would be happy to assist.

  
  Sincerely,

  ******* ****** 

  Customer Care Representative 

   

  
  

• Initial Complaint

  Date:02/10/2025

  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.

  Handling of my jewelry and servicing the care plans that I purchased.

  

  Business Response

  Date: 02/13/2025

  To Whom it May Concern,

  I am extremely sorry to hear of the experience Mrs. ***e has had with trying to get her items inspected. In looking into this further, I was able to find that most of the items sent in, with the exception of item# ******** which is the Halo engagement ring & the contour band, does in fact have the Lifetime Care Plan.The way those care planswere added in the purchase history was done incorrectly & not showing tied to the items which caused those items to appear as only having the 3 year care plan. I sincerely apologize for our confusion on that & for the frustration that has caused Mrs. ***e.

  We are still in need of additional information to locate the contour band as that is not showing under either transaction history associated with Mr. or Mrs. ***e. In order to confirm if that is covered by a care plan, we would need additional information since it's not showing under either phone number or name provided to us. We're still happy to service that for Mrs. ***e, but without being able to locate that original purchase or having any other information, there would still be an estimate provided on the contour band, should work be needed.

  The estimate originally provided to Mrs. ***e is no longer accurate as we have now been able to identify the correct care plans. We will have a member of our Customer Care team contact Mrs. ***e to see if she'd like to send the items in again and to continue to try to locate the information on the contour band. If Mrs. ***e has the original inspection card for that or the receipt as I don't see that on the case, please feel free to share that as that will help us locate it to see where that original purchase transaction is.

  We look forward to turn this around for Mrs. ***e and continue working with her to get her items serviced.

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

  

  Business Response

  Date: 02/21/2025

  To Whom it May Concern,

  Item# ******4 does not have the Lifetime Care Plan as that was purchased before the existance of the Plan type. Prior to October of 2007, only the 3 year Care Plan was offered. At the time this item was purchased, we offered the Lifetime Diamond & Precious Gemstone guarantee, which still requires inspections every six months & if a natural diamond, ruby, sapphire or emerald need to be replaced due to normal wear, the new stone would be covered under that, but repairs associated to replace the stone would be a charge. We offer free cleaning & inspections to all customers at any time. If, in the past, repair work has been done on this item and no charges were provided, it appears that store may have made some exceptions at that time & we're happy to hear that Ms. ***e received the prior work at on charge. 

  Ms. ***e still has the D****** * ******us Gemstone guarantee so long as inspections are done within the timeframe, however any metal work or associated repair work outside of a new stone that needs to be replaced for normal wear & tear, would not be covered as there was only the 3 year care plan associated with that item.

  In regard to the contour band, the item# Ms. ***e provided on the letter of 1668045, is for a 14 karat white gold engagement ring with a round, brillian cut center diamond weighing approximately 1/4ct total weight that contains 26 round accent diamonds. I have included an image of the actual item for ******5 as well as the contour band that we are not able to locate with any information that Ms. ***e has provided. 

  The Customer Care representative will be providing the information that Mrs. ***e has requested. However, we would not be able to accomdate Mrs. ***e's request of providing a Lifetime Care Plan at no charge for item# 1*****4.

   

   

  Customer Answer

  Date: 03/31/2025

  Please let me know if you have received any responses from Helzberg, I submitted the attached email (which was also sent to you shortly after I initially submit it, but I'm sending again now), I have NOT received a response from Helzberg, I just emailed them another follow up email. Thanks, P****

• Initial Complaint

  Date:01/31/2025

  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 purchased two rings along with the protection plan on 9/11/2020, on 4/8/2021 one ring was replaced due to damage that was unrepairable, every 6 months they are inspected and sent off for repairs. I am told each time it has to be repaired "it is normal wear and tear that requires repair" from each associate. On 1/30/2025 I noticed one of the diamonds were missing from my ring, I took it in to be repaired on 1/31/2025 and again was told it is normal. I cannot agree that normal wear and tear would be required every 6 months. I do believe I was sold a defective product that was previously replaced with another defective product that requires constant repair.

  

  Business Response

  Date: 02/12/2025

  To whom it may concern,
  We apologize for any inconvenience this may have caused our customer. During our research, we have discovered that with the repairs listed and the type of pieces they are - we are sure that nothing with these pieces is outside of normal, and is expected to happen through the natural lifetime of the piece. Normal repairs for pieces like this include refurbishments, that includes rhodium. For white gold pieces, that is something that needs to be done with every inspection to keep the item looking bright white. Rhodium will wear off after some time and hints of yellow gold will peek through, which is why it is important that this be done at every inspection. We understand this customers frustration, and are more than happy to answer any questions or concerns they may have, and we can assure them as well that these items are of the highest quality and keeping them in pristine condition is our #1 goal.

   Sincerely, 

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

  Customer Care Representative 

   

  
  

  Customer Answer

  Date: 02/12/2025

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

  The response that was given was not relative to the complaints. I understand normal cleaning is expected but my complaint was concerning the quality of the piece that holds the diamonds in place. 
  
  
  
  Sincerely,
  
  
  
  

  

  Business Response

  Date: 02/17/2025

  To whom it may concern, 

  
  I apologize for any
  misunderstanding as I was addressing the customers concern regarding the
  craftsmanship and quality of the pieces mentioned. I am happy to address the
  concern specifically about the prongs that hold the stones. Prongs can wear
  over time or even break once in a while causing stones to become loose or
  fall out. In looking at this customers individual repair history, nothing looks
  to be excessive given the timeframe those repairs took place in. We want to
  reassure our customer that the repairs done and timeframes are considered normal
  repair work needed every so often. The Lifetime Care Plan is beneficial in case
  things like this happen, we’re here to take care of our customers and their
  jewelry, but the time between these repairs are not out of the ordinary. A member of our Customer Care team will be reaching out to you personally
  via the email address you've provided. In the meantime, if you'd prefer to
  contact our Customer Care team to share additional information, you can reach
  them by calling *************** 

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

  
  

• Initial Complaint

  Date:01/22/2025

  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.

  We purchased a wedding ring on the Helzberg credit card in the store but was not informed by the employee that after 1 year, if the credit card was not paid off, we would be charged all the back interest rate. The original amount of the purchase was $2,433.45. We paid over the minimum payment due each month. At the end of the November billing cycle, we owed $1,263.45. When I went to pay the December payment, we owed $1,985.59. We were charged the back interest of $767.14. When I contacted the credit card company, ********, they said to call the store. After waiting a week to hear back from the store manager, **** (store manager) called to tell me there is nothing he can do since the information showed on the receipt and on the monthly statement. The problem I have with that, I pay online. The statement is not shown on the home page of the website. I would have to download the bill to see any statement that was made on it. That is not standard practice for customers who pay online to look at the bill on a complete other screen otherwise, we might as well have had a paper bill which Helzberg makes you pay for that too. All I wanted was to have the $767 refunded back to the credit card. I have had a credit card with Helzberg in the past and this was not the how it was handled. I have had many credit cards, and I have never had to pay back interest after a certain time period. I believe that Helzberg has been dishonest and is just trying to get and keep money out of its customers without full discloser. After reading several other complaints that have been filed with BBB, I am not the only one who has suffered from the situation at Helzberg Diamonds.

  

  Business Response

  Date: 01/28/2025

  To whom it may concern,
  
  I'm sorry to hear of *** ********* concerns regarding a purchase made with one for the Helzberg Diamonds accounts. In an attempt to look into this for *** *******, I was not able to locate any recent purchases using either the Helzberg Diamonds credit or the Helzberg In-store Private Account. 
  
  I would be happy to discuss this further with *** ******* to collect additional information that may help me locate the purchase she is referencing. If she'd like to talk with me, I can be reached at ************** Monday - Friday 8am to 4pm CST. Without locating the purchase, I'm not able to provide direction or feedback for *** ******* at this time.
  
  I look forward to the opportunity to speak with *** ******* further.  

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

   

  

  Business Response

  Date: 02/06/2025

  To Whom It May Concern, 
  
  I have spoken with *** ******* and notified her that Helzberg does not have access to customer credit accounts and any concerns or questions regarding plan information does have to be discussed with the bank. Also the customer would have multiple places to see the plan they requested, and the terms of the account are provided at the time of approval and mailed to the customer directly from the bank. 

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

  Customer Answer

  Date: 02/07/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: this has been a game of 'pass the buck".  2 reps from Helzberg and now Destiny have stated to call the bank.  2 reps at the bank have stated to call Helzberg.  Both state they can do nothing to help.  Destiny stated she can do nothing to help.  No one is taking responsibility for the dishonesty of this transaction.  We were not informed at the time of the purchase the stipulation of adding back interest after 12 months.  It was also not displayed where it can easily be seen by the customer.  Helzberg is being dishonest and stealing from their own customers.  
  
  
  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:01/16/2025

  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 pair of earrings as a Christmas gift but the style of earring was not suitable for the person. I contacted Helzberg in 1/2 to start return and was sent a UPS return label. I was contacted on 1/7 that package was received. I was told merchandise had to have not been worn and basically needed to be in same condition as they were when delivered. I keep getting the run around regarding return and they’re not honoring their policy for returns .

  

  Business Response

  Date: 01/21/2025

  To Whom it May Concern,

  We're very sorry for the delay in getting *** *********
  refund processed & for the frustration that had caused.I'm happy to share that the refund has now been processed in the amount of $142.31. That will be going back to her original form of payment. Depending on her bank, it can take 3 to 5 business days to reflect there.

  Sincerely,

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

  Partner Management Liaison

  

  Business Response

  Date: 01/21/2025

  To Whom it May Concern,

  In my initial response I forgot to include the documenation showing the refund processed. I've included that here to reassure *** ******* that it has now been taken care of.

  Sincerely,

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

  Partner Management Liaison

  Customer Answer

  Date: 01/21/2025

  I just received this email from Helzberg after receiving a response from BBB regarding refund being issued and that I would receive within 3-5days. I need to know how I’m being told I would receive refund and then minutes later told no news on refund yet. I feel it’s some dishonest going on with this company!

  

  Business Response

  Date: 01/21/2025

  To Whom it May Concern,

  It is accurate that *** ******* not only received the response to the original BBB feedback she provided, but also from the agent that had been working with her for the return. It was requested that the agent also follow up personally with an update for *** ******* in addition to the response provided to the BBB feedback. 

  We apprecaite the feedback *** ******* has provided as there are opportunities that will be addressed from the customer experience perspective to ensure we avoid causing any frustration for our customers in the future.

  Sincerely,

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

  Partner Management Liaison