Important information
- Customer Complaint:
Helzberg Diamonds has numerous locations throughout the country. Complaint total for last 36 months is a nationwide total. All complaints are processed centrally by BBB of Greater Kansas City and sent to Helzberg's corporate office in Kansas City, Missouri to be addressed.
This business profile reflects national complaint activity
Complaints
This profile includes complaints for Helzberg Jewelers's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 131 total complaints in the last 3 years.
- 53 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:11/18/2024
Type: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 took my wife's bracelet in for a simple repair, it had a sharp edge sticking out of a link that was catching on her clothes. Helzberg's Manager stated that it could be fixed by the repair center and was not a problem that the bracelet was not something they sold. Her bracelet was returned damaged and had been heated and melted, to cover up where it had been sunken in on the links. After phone calls and emails since May, I was told it is no longer their problem because it was not purchased from their company. Helzberg damaged the bracelet, they should be responsible for replacing it.
Business Response
Date: 11/19/2024
To Whom it May Concern,
I am very sorry to hear about the experience that *** * **** ****** has had. In reviewing the information, it appears that we have offered a few resolutions that have been rejected by **** ******. I understand that the resolution to reimburseme them for the valuation listed on the repair was rejected because they feel it is lower than what they had paid for it now. We are happy to reconsider that valuation listed on the repair and in order to do so, we would need a copy of the receipt showing what *** * **** ****** paid for the bracelet and can be emailed to the representative they have been currently working with.
The other resolutions that were offered to *** * **** ****** are as follows:
- Select another item equal to the value on the repair as replacement in exchange for the damaged bracelet.
- Allow us to see if we can have a similar bracelet created for them in exchange for the damaged bracelet.
- Corporate check for the value listed on the repair for this bracelet as reimbursement in exchange for the damaged bracelet. (This is the resolution option explained above).
We truely want to address their concerns & find a resolution. I have also asked the representative working with *** * **** ****** to reach back out to them & request the receipt to show what they had paid for the original purchase of this bracelet as well so we can move forward towards a resolution for them.
Sincerely,
**** ********
Partner Management Liaison
Business Response
Date: 11/26/2024
To Whom it May Concern,
We are happy to see if we can create something similar for *** * **** ******, but I cannot guarantee there won't be any additional charge, depending on what they are wanting created & how they are wanting it created. If they are wanting to upgrade any part of the current bracelet or add anything additional, there would be an additional charge for that. If they are not requesting anything outside of something as close to what the original bracelet is, then there would not be any additional charge.
If *** * **** ****** decide against this route & opt for a check as reimbursement, it will be for the amount shown as the valuation of $700, unles a receipt for the original purchase can be provided. The valuation is shown on the repair claim receipt that *** * **** ****** provided. I have attached that again with that area highlighted to show where that can be found. In addition to working towards a solution for the bracelet, we had provided *** * **** ****** with a refund for that repair that they were intially charged & have attached the receipt reflecting thatas well.
To get that process started, they would need to work with their current Customer Care representative.
Sincerely,
**** ********
Partner Management Liaison
Customer Answer
Date: 12/04/2024
After receiving the current attached email I do not know that we have a resolution. I do not agree to pay additional if recreating my bracelet ends up costing more to do. I have not requested any upgrades. I am not sure why it is so difficult with Helzberg to do as they have stated and follow through. Please reopen our claim.Initial Complaint
Date:10/15/2024
Type: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 bought my wedding ring on 11/8/2021. I bought 1 of my wedding bands on 12/4/2021 and the other band on 12/18/2021.
I had sent all 3 rings to be welded together on 2/13/2022
11/18/2023 my rings had to be sent in to be fixed, one of the bands had cracked in half and My ring came back on 12/2/23.
I picked it up, they handed me a small bag and told me everything was fine and gave me a receipt you can see the attached, I took their word for it and went home until my daughter had realized that the same diamond plus another diamond was missing still.
So, I had taken it back in, but when I took it back in it was a horrible experience, they were rude and telling me I must have done something because this was just fixed and this does NOT happen. I did not get it back until 12/29/2023. And to my surprise my ring was still missing a diamond and was sent back the SAME day and I got it back on 1/5/2024. Diamonds were in place but who ever in the company did the work made my ring look almost worn because it has already been worked on more than 5 times in less than 2 months. I could have taken it back and mentioned my ring looks worn but it took them 5 different times to fix the ring but I wanted to keep my ring because it meant so much to me and my husband, so after having my wedding ring set for not even 2 years it had been fixed 5-6 different times, fast forward not even a year later and not even having it for 3 years yet, my ring was hurting my finger, I never take my ring off so when I did to see what was going on. It is almost like my wedding ring was bent to a point it was bowing and separating from one of the bands on one side. And if I were to do something that caused this I would have done something to have smashed my finger but that is not the case. At this particular point I feel that it is better to email corporate headquarters before going into the store because I believe I deserve to be heard and a new ring / credit or a refund.Business Response
Date: 10/25/2024
To Whom it May Concern,
I have researched concerns for **** ****** and I'd like to ask for the opportunity for our Master Jeweler's to take a look at her ring. We will need to arrange for her to give us this opportunity and we'd like to provide her with a label to send it in to us to inspect and determine the most appropriate direction based on the jewelers findings.
Sincerely,
******* ******
Customer Care Representative
Customer Answer
Date: 11/04/2024
I not turning them down Helzberg down on what they what me to do, I want to know if I ship my ring out in the mail they cover it if it gets lost. I want no work done to my ring until they have contacted me to discuss. I want to make sure that is very clear!
Thank you, ****** ******
Housekeeping Director | Aspire of Pleasant Valley
***** ******* **. Pleasant Valley, IA 52767
************ ************************Initial Complaint
Date:09/23/2024
Type: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 names is **** ***** the reason for this statement 09/10/24 i made at payment for hundred dolly with my checking account but I made it was a wrong checking account i call back and I spoke to an employee. He told me to two day I Call back and make another payment. I asking are they going charge me any leter free he said no i went to check my statement and now how to pay leafyBusiness Response
Date: 10/04/2024
To whom this may concern,
We're very sorry to hear of *** ******* concern. However, for consumer secuirty & protection, Helzberg does not have access to customer credit accounts and would be unable to review the necessary information. Any fees are applied by the financial institution that holds the accounts for our Helzberg credit cards. Therefore, *** ***** would need to reach out to ******** **** to discuss his concern regarding the fee and seek further assistance. *** ***** can reach ******** **** at ***** ********.Sincerely,
**** ********
Partner Management Liasion
Initial Complaint
Date:09/18/2024
Type: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.
12 month promotional offer expired.
I have had a horrible tragedy happen in my life, that has taken me off course here in the last few weeks.
I have been a great customer, always paid my bill, i did not receive my last statement in the mail/ all of a sudden received this statement, my interest accrued on this statement. I asked for a option for me to pay my bill in full minus the interest. your customer service rep & manager said they would not help assist me, the terms are the terms. They would rather lose me as a customer than help me.
All i am asking is for me to be able to pay the balance. (I just did purchase another piece of jewelry from your store the other week) I will return it if I have to. I don't want to, but it is getting sized as of right now in your south county store in St. Louis, MO. This tragedy has made my life lose total control & i normally on top of all my bills, but not seeing the last bill (i don't know what happened with the mail) but didn't notice i didn't get it, i have a reminder in my phone and didn't see the promotional balance was to expire. Please please help me. Your reps would rather lose me as a customer over $309.56 of interest.Business Response
Date: 09/23/2024
September 23, 2024
BBB of Omaha
ATTN: Disputes Department
***** * ******
Omaha NE 68137
Ref: ********
To Whom It May Concern,
I am writing you in regard to the concerns shared by ****** *******
I am sorry to hear about ******** frustration with her
Helzberg Diamonds Credit Care. She will need to speak to ***** ********* as Helzberg
Customer Care has no access to her personal account. She may reach them at
************.
If there are any further questions, or needs, please do not
hesitate to reach out to me directly at [email protected]. Thank you for
your time and attention to this matter.
Sincerely,
**** ***** • Customer Care Specialist
. . . . . . .
. . . . . . . . . .
.
HELZBERG
DIAMONDS
**** ***** ******* ***** ****** ***** ** *****
******* ************** ********** * ************
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©2017
Helzberg Diamonds is a Berkshire Hathaway company.Initial Complaint
Date:09/17/2024
Type: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.
This bracelet was purchased on March 23rd 2024. Order number 8193946
This bracelet has broken three times. The previous two breaks I followed the
Company’s policy on mailing the broken item in for repair. This being the third time it was supposed to be picked up for evaluation of a corporate refund check. I spoke to two customer service agents today to get my bracelet picked up by UPS and both agents were not able to resolve my problem. my frustration level is through the roof. This company is selling sub par jewelry and has no idea what the meaning of customer service is. I have spent so much time
And money on boxing the bracelet up to be repaired and talking to incompetent customer service people.Business Response
Date: 09/23/2024
September 23, 2024
BBB of Omaha
ATTN: Disputes Department
***** * ******
Omaha NE 68137
Ref: ********
To Whom It May Concern,
* ** ******* *** ** ****** ** *** ******** ****** ** ******* *******
I am sorry to hear about ********* frustration with her
bracelet. We understand what this gift from her dad means to her. We do have a One
Year Guarantee to ensure the bracelet is free of defects. If it is determined
that there are defects, we will repair or replace the bracelet, for no fees.
Once we determine there are defects, we will move forward with
a resolution. We are happy to repair it, replace it with the same style or exchange
it for something new, that is equal or greater value. The difference will be paid
for by the customer.
We will follow up with the customer with the above options
once a determination is made
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 Specialist
. . . . . . .
. . . . . . . . . .
.
HELZBERG DIAMONDS
**** ***** ******* ***** ****** ***** ** *****
******* ************** ********** * ************
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©2017
Helzberg Diamonds is a Berkshire Hathaway company.Business Response
Date: 10/01/2024
October 1, 2024
BBB of Omaha
ATTN: Disputes Department
***** * ******
Omaha NE 68137
Ref: ********
To Whom It May Concern,
I am writing you in regard to the concerns shared by ******* *******
I am sorry to hear that ******* has rejected our offer. We
understand the importance of her having a gift from her dad and hate to see her
frustrated with her bracelet. Our resolutions for this are We are repairing it,
replacing it with the same style, or exchanging it for something of equal or greater
value. How we move forward it up to her as we want her to find the resolution
that works best for her.
I hope this helps!
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 Specialist
. . . . . . .
. . . . . . . . . .
.
HELZBERG
DIAMONDS
**** ***** ******* ***** ****** ***** ** *****
******* ************** ********** * ************
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©2017
Helzberg Diamonds is a Berkshire Hathaway company.Customer Answer
Date: 10/01/2024
Complaint: ********
I am rejecting this response because:
It is not what I was promised by a supervisor in the call center. I was told that because this is the third time the bracelet has broken in the same spot I would be eligible for a refund. I am totally disgusted with the care and effort I have to put forth to have this bracelet repaired! Why would I want another bracelet or another item from an company that doesn't understand the meaning of customer service. It is entirely reasonable that at this point I receive a check for the bracelet so I can finally move on from this ridiculous and arduous affair. The cost of shipping my bracelet back and forth all these times has exceeded the cost of the $100 bracelet so I don't understand why the company will not stand by what one of it's supervisors said and provide a refund. I do not accept this ridiculous offer and I am further enraged that my request to have this situation escalated was ignored.
Sincerely,
******* ******Initial Complaint
Date:09/05/2024
Type: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 sent my engagement ring in for repairs under the lifetime warranty insurance we purchased at time of purchase. The entire center stone is gone and needed to be replaced. Once the ring was received I was informed it would be no less than 8 weeks. I called to check in a few weeks later and was informed it’s now a specific service and the ring was sent to the proper location. I was only then informed it could be up to 10 weeks. I wasn’t notified of anything beyond this. Now almost 10 weeks later I have no ring, no update of any kind and nobody trying to resolve the issue. I’ve been waiting for 4 days for a phone call/update and have called and emailed many times trying to get any resolution. At this point I feel my ring is either stolen or lost and it was engraved. I can’t do anything further with them and need helpBusiness Response
Date: 09/12/2024
September 12, 2024
BBB of Omaha
ATTN: Disputes Department
***** * ******
Omaha NE 68137
Ref: ********
To Whom It May Concern,
I am writing you in regard to the concerns shared by ****** *****
I am sorry to hear about ******** frustrations regarding
her ring. We are working hard to complete the repairs as quickly as possible. These
repairs can take time to complete. We also apologize for the lack of
communication. We know how important it is to be updated. We will be sure to
follow up with her.
If there are any further questions, or needs, please do not
hesitate to reach out to me directly at [email protected]. Thank you for
your time and attention to this matter.
Sincerely,
**** ***** * Customer Care Specialist
. . . . . . .
. . . . . . . . . .
.
HELZBERG
DIAMONDS
**** ***** ******* ***** ****** ***** ** *****
******* ************** ********** * ************
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©2017
Helzberg Diamonds is a Berkshire Hathaway company.Initial Complaint
Date:08/26/2024
Type: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 are 3 complaints with this filing:
1) We have purchased a total of 5 diamond rings from Helzberg. I have lost SO many diamonds in those rings. We found out several years after we purchased the rings that this issue was due to the rings being resized too small (size 4.75) for what was the lowest size 'allowed' (size 6) for those rings. The smaller size apparently compromises the structure of the rings. This was told to us by the Helzberg branch that was formerly in West Hartford, CT (which is where we purchased all 5 rings from). This has resulted in my rings having to be sent back to Helzberg NUMEROUS times over the last ~15 years, in order to have diamonds replaced.
2) Since all Helzberg locations have closed down within CT, I am now required to SHIP all of my diamond rings to the corporate office (at least annually) to be inspected, in order to not void the warranty. This is also the requirement if I lose diamonds (which, as stated above, is frequently).
In late May (2024), I lost *another* diamond on my engagement ring. I shipped the ring to the corporate office; they had it for approx 2 wks, shipped it back to me, I had the ring for less than 1 week and the diamond fell out again. I shipped it back to Helzberg AGAIN, they received it on 7/1/24. They finally just returned it to me today (8/26/24; almost 2 months later), and the diamond is literally floating around in the bag with the ring. Not at all in its setting.
3) There is a significant safety and liability risk with having to ship my diamond rings back and forth every time. There needs to be a more viable and safer option than this.Business Response
Date: 09/09/2024
September 9, 2024
BBB of Omaha
ATTN: Disputes Department
***** * ******
Omaha NE 68137
Ref: ********
To Whom It May Concern,
I am writing you in regard to the concerns shared by *******
Celentano.
I am sorry to hear that ******* is frustrated with the
repairs her rings have had. We did look into this and show that although she has
had a a few repairs, only a few have been for stone loss. All repairs that have
been completed are due to normal wear and tear. As long as she continues to
maintain her inspections, we are happy to continue repairing the rings as they
need repairs.
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 Specialist
. . . . . . .
. . . . . . . . . .
.
HELZBERG
DIAMONDS
**** ***** ******* North
Kansas City, MO 64116
******* ************** ********** * ************
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©2017
Helzberg Diamonds is a Berkshire Hathaway company.Initial Complaint
Date:08/20/2024
Type: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.
Incorrect information and billing, trying to avoid arbitration.Business Response
Date: 08/28/2024
To Whom it May Concern,
We're extremely sorry to hear that *** ******* has concerns. Regretfully *** ******* did not provide much information about her specific concern, but based on what she has shared, it appears she may have concerns regarding a purchase she made with Helzberg Diamonds and status/standing of an account used as the tender for that purchase.
I was able to locate a purchase made June 10, 2022 using both our private account as well as the Helzberg Diamonds credit card. The private account would have been held through with Genesis bank at that time, but is now through Concora. The Helzberg credit card is held with Comentiy Bank. Attached is the receipt for the purchase referenced.
If my understanding of *** ******** concern is correct, she would need to contact the appropriate bank for the account she is concerned with to speak with them regarding the standing of her account. Helzberg Diamonds itself, does not have access to customer's credit account information nor makes any decisions regarding a customers standings or status with their credit account. The customers agreement for payback is with the bank that the credit account is held through and they would be the ones that would and could discuss specific account information in more detail with account holders.
Sincerely,
**** ********
Partner Management Liaison
Customer Answer
Date: 08/28/2024
I am on a automatic payment plan with helzenberg for $140, but they keep reporting missed payments. The payments are being made.Business Response
Date: 08/29/2024
To Whom it May Concern,
I appreciate the additional inforamtion that ********** has provided. As this has reached Helzberg Diamonds directly, we are not able to access customer credit account information to be able to see why the late fees are applied. On the statement that *** ******* provided, I see towards the bottom of that, on the payment slip, that it mentions mailed payments must be received before 5pm EST on the due date. Although I cannot speak to this being the reason, I would need to understand who *** ******* has her automatic payments scheduled through. Does she have automatic bill pay set up through her personal bank or are the automatic payments set up through the Comenity, the bank that holds the this credit account?
If she can provide that information I would be able to provide better direction on having this reviewed.
Sincerely,
**** ********
Customer Answer
Date: 08/30/2024
I sign in to my helzenberg account on their website and pay. Autopsy is set up.Business Response
Date: 09/12/2024
To Whom it May Concern,
I'm sorry to hear that *** ******* has rejected our response, however Helzberg Diamonds cannot directly assist with *** *******'s concerns. There is still minimal information provided, but if the concern is regarding her standings with one of the credit accounts, she will need to contact them directly. Helzberg Diamonds does not have direct access to customer's credit accounts, therefore are not able to view anything regarding payments made or not made on either the in-store Private Account through Concora or the Helzberg Diamonds credit card through Comenity.
- If *** *******'s concern is regarding the in-store private account, Concora can be reached by calling ***************
- If her concern is in regard to the Helzberg Diamond's credit card, Comenity can be reached by calling ***************
If *** ******* is unable to connect with the appropriate bank, she can call our Customer Care team at ************** and our respresentatives can assist her with getting her in contact with the appropriate bank to further discuss her concerns or questions.
Sincerely,
**** ********
Partner Management Liasion
Initial Complaint
Date:08/19/2024
Type: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 moving forward with the BBB as I have no choice since two Helzberg locations have not helped resolve my issue.
Despite numerous attempts to resolve this issue, including multiple visits to different Helzberg locations and numerous conversations with various staff/management, the problem with my ring persist.
Please take a look at the attached letter with all the details. Thank you so very muchBusiness Response
Date: 08/29/2024
August 29, 2024
BBB of Omaha
ATTN: Disputes Department
***** * ******
Omaha NE 68137
Ref: ********
To Whom It May Concern,
I am writing you in regard to the concerns shared by Joann
Hesh.
I am sorry to hear that she is frustrated with her ring and
the fact that it may not sit straight. Due to the shape of our fingers and
hands, most rings will not sit straight on a finger and never turn to the side.
I would like to refer her back to the store to speak to *******.
I want to make sure her ring will not fall off. I have also spoken to *******
and she is happy to assist Joann getting a click shank, if she is open to it.
There is a cost associated with this. We are happy to see if we can cover a
portion of the cost as we want her to be happy with her ring and be able to wear
it proudly.
If there are any further questions, or needs, please do not
hesitate to reach out to me directly at [email protected]. Thank you for
your time and attention to this matter.
Sincerely,
**** ***** • Customer Care Specialist
. . . . . . .
. . . . . . . . . .
.
HELZBERG
DIAMONDS
**** ***** ******, North
Kansas City, MO 64116
direct: ************** ********** * ************
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©2017
Helzberg Diamonds is a Berkshire Hathaway company.Initial Complaint
Date:08/17/2024
Type: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 6/08/2024 I bought a pair of diamond earrings for my wife's birthday. This was to replace a pair that I had bought from the same store a few years ago. My wife had lost one of her original pair in that the cradle of the one of the earrings had fallen off and my wife found the back part of the earring still in the back of her earlobe. When I went to replace them, I traded in the one that she had left and upgraded to a more expensive pair. The store also sold me insurance worth $400. Yesterday, about 10 weeks after buying the new pair, my wife found that the same thing had happened to this pair (photo's and receipt uploaded) I took the earring that was left, along with the back piece to the store where they claim that the insurance does not cover that type of loss but only covers the loss of the diamond if the diamond falls out of the cradle - which is ridiculous given that this is so obviously a result of poor craftsmanship on their part.Business Response
Date: 08/19/2024
IN ST*********
Thank you,
******** **********
Office Coordinator: Customer Experience
. . . . . . . . . . . . . .
Business Response
Date: 08/29/2024
August 29, 2024
BBB of Omaha
ATTN: Disputes Department
***** * ******
Omaha NE 68137
Ref: ********
To Whom It May Concern,
I am writing you in regard to the concerns shared by Ahmed
Eid.
I am sorry to hear that ******* wife has lost one of her
new earrings. I know how frustrating that is! We do not have a policy that will
cover the loss of an item. He is welcome to take the one earring he has left
back to the store for our Breakup Policy. There will be a fee for this.
We have partnered with Zillion, a 3rd party
insurance company for jewelry. When he makes the new purchase in store, he
should receive a text message with more information. I encourage him to look
into this as this company will help fill the gaps that our Lifetime Care Plan
does not cover, including loss of an item.
If there are any further questions, or needs, please do not
hesitate to reach out to me directly at [email protected]. Thank you for
your time and attention to this matter.
Sincerely,
**** ***** • Customer Care Specialist
. . . . . . .
. . . . . . . . . .
.
HELZBERG
DIAMONDS
**** ***** ******* ***** ****** ***** ** *****
******* ************** ********** * ************
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