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:08/08/2024
Type: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 emailed this company before they shipped anything out letting them know this was a fraudulent order from my account. My identity has been stolen and I did not make this order. They have failed to respond and have sent it out anyways. I am out of town so I am assuming whoever ordered this rerouted it on picked it up off my porch. I have reached out to them twice.
Business Response
Date: 08/19/2024
To Whom it May Concern,
In reviewing Ms. ****** concerns, it appears that there have been two orders placed under her name, address & email address she provided above. The first order was placed on June 12, 2024 and the second placed on July 31, 2024.
The initial email interaction received by Ms. **** was made on August 3, 2024 with a second email interaction received on August 8th, 2024, but I see that she did not receive a response back & sincerely apologize for that not taking place.
Both orders were made using the ****** tendor type, which is a buy now pay later option & I see that each item on both of these orders placed, has had a return processed and any loan through ****** would be cancelled.
Attached are the transactions showing that all 4 items were processed as returns back to ******. The first return was processed on July 11th and the second return for the second order was processed on August 15th.
Thank you.
Customer Answer
Date: 08/19/2024
I truly apologize for the confusion, this seems to be neglect on my part. Your a great company and I figured out the issue which had nothing to do with you. Again I truly apologize
Sincerely,
******* ****Initial Complaint
Date:08/08/2024
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.
Last year we purchased an engagement ring with Helzberg Diamond Jeweler. Although we stated we were not interested in paying with a credit card, they opened an account under our name and proceeded to put the balance of the ring on the card. After the ring had been fully paid off, they charged a $4,000 fee as a penalty for not paying the balance within a certain timeframe. Note, the full balance was paid off and no late payments were received. The invoice read $0 when they charged this new $4,000 fee. We attempted to dispute this and ultimately paid this fee to resolve the matter and immediately closed the card. A month later we received another bill for $62 on a closed card and again they would not let us dispute the amount, after paying this another fee of ~$ 32 was charged.
Helzberg Diamond Jeweler and the associated card is engaged in fraud. There are numerous complaints of this same behavior online from other card holders. They charge fraudulent fees, hide important details about payments, do not send notices and fail to comply with several credit and financing laws. They should be investigated expeditiously.Business Response
Date: 08/28/2024
To Whom It May Concern:
I am writing to you regarding the concerns that ******* ******** brought up. Case # *********
I am sorry to hear about her concerns regarding her credit account. Based off the information provided, we do not have enough to locate the purchase under her name. We are happy to research this if more information can be provided.
She is also welcome to call the bank as we are unable to see personal account information.
I hope this helps!
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 Representative
. . . . . . .
. . . . . . . . . .
.
HELZBERG
DIAMONDS
**** ***** ******* ***** ****** ***** ** *****
******* ************** ********** * ************
Follow Helzberg on Twitter and Join us on Facebook
©2017
Helzberg Diamonds is a Berkshire Hathaway company.Initial Complaint
Date:07/22/2024
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.
Husband purchased ring on Dec. 3 for our 40th anniversary. Gave it to me on Dec. 29, our anniversary. Wore the ring for approximately 4 months and then a diamond fell out of the ring. Contacted Helzberg and after receiving the run around for a few weeks we were finally able to return ring on May 24th. We were told the ring would take 4 to 6 weeks to repair. Did not hear anything from the company so after a few weeks we contacted them. I sent repeated emails, 4 in total and many calls. When/if I received a response the only information I was given was they were still working on it and they would contact me with an update. I NEVER received an update with expected repair completion. On June 24, I spoke with **** who told me she had no new information but had requested another update at this time I requested a refund. I never heard back from her. On July 8th I sent out another request for information, I did not receive a reply. On July 9th I called the company and requested a refund. I was told they could not do that. On July 11th ****** responded back and said they had been really busy but asked if they would move my ring up in the repair process. July 22nd, I still had not heard anything from the company so called again, I was then told that the ring had still not been repaired and they were looking for a stone. I again asked for a refund and was told they could not do that. I asked to speak with a manager or someone who could refund my purchase. I was not directed to a manager but the person on the phone, ******, told me she was in contact with them and that they could not refund my money but the ring should be repaired on Sept. 4th. I again asked for a refund and was told no. I was told repairs could take 8 to 10 weeks. I informed them that the ring had been sent back on May 24th so Sept. 4th was beyond their 10 weeks. She responded they were busy. I again asked for a refund and was told no.Business Response
Date: 07/25/2024
July 25, 2024
BBB of Omaha
ATTN: Disputes Department
11811 P Street
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 with her ring.
As the ring is not defective and it is past our return policy, we are happy to continue
with the repairs needed.
While we do understand her frustration with the repair time
frame, there times it may take longer than originally quoted. We are working
hard to get her ring back to her as soon as possible.
Once the repairs are completed, we will provide tracking.
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
**** ***** Avenue, North
Kansas City, MO 64116
direct: 1-800-HELZBERG (435-9237) • helzberg.com
Follow Helzberg on Twitter and Join us on Facebook
©2017
Helzberg Diamonds is a Berkshire Hathaway company.Initial Complaint
Date:06/04/2024
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 was told my account was closed 4 years ago. You have had it down that I owe you guys $5 for the past 4 years which has completely ruined my credit score. I did not get any notification that I owe you that $5 at all. Not by phone, email, or mail. I am in dire need of buying a residence and this has prevented me from getting my credit to a place where I qualify for that. 4 years is a ridiculous amount of time to have that and not even get a collections call. My phone number has not changed since this happened. I don't even have the name, confirmation number, or receipt because it has been FOUR YEARS.Business Response
Date: 06/13/2024
June 13, 2024
BBB of Omaha
ATTN: Disputes Department
11811 P Street
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 his frustrations regarding his
account. For his protection, we cannot see his personal account information. He
will need to call the number showing on his credit report as it sounds as if it
was sent to collections.
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 Representative
. . . . . . .
. . . . . . . . . .
.
HELZBERG
DIAMONDS
1825 Swift Avenue, North
Kansas City, MO 64116
direct: 1-800-HELZBERG (********) • helzberg.com
Follow Helzberg on Twitter and Join us on Facebook
©2017
Helzberg Diamonds is a Berkshire Hathaway company.Initial Complaint
Date:06/02/2024
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 bought an engagement ring in the beginning of April of 2023. I purchased this from a Helzburg store in person and I did so by opening a credit card with them and doing a 12 month financing plan. The credit card is through ******** bank. Now when I purchased the ring I was not told really anything regarding the 12 month financing plan. I didn't receive the card until the end of April. For the first couple of months, they just had the minimum payment being paid on the card, not the amount needed for the 12 month financing. After 2 months, I realized and set automatic payments to $375 a month, calculating the total cost of the ring divided by 12(I did not take into account the first 2 months). I did not really keep tabs on the card other than checking that the $375 was taken out every month. In may of 2024 I checked to make sure the card was zero'd out and notice the $1,209.37 charge of interest for not paying the 12 month financing on time. I have tried calling Helzburg, they tell me I need to call ******** for this issue. When I call ********, they tell me it would need to be Helzburg who gives us a refund. Being that I am not getting any resolution from either customer service, that led me to filing this complaint.Business Response
Date: 06/13/2024
June 13, 2024
BBB of Omaha
ATTN: Disputes Department
11811 P Street
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 his frustrations regarding his
account. For his protection, we do not have access to his personal account and
he would need to speak to ******** 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 Representative
. . . . . . .
. . . . . . . . . .
.
HELZBERG
DIAMONDSInitial Complaint
Date:05/28/2024
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.
An employee named ***** at the location in Parks Meadows Mall, Centennial Colorado, coerced me into getting a credit card to purchase my wedding ring with the assurance of a mothers day promotion(no interest for 6 months). There was no promotion, and the interest rate is astronomically high. The ring totalled at ~$3,008 with daily interest being accrued.Business Response
Date: 06/05/2024
June 5,
2024
BBB of Omaha
ATTN: Disputes Department
11811 P Street
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 she is frustrated with her recent purchase.
While I cannot speak to a conversation, I was not a part of, I can speak about
our crediting processes. When applying for credit, the customer is provided an
iPad that they use to complete their information. Our account options, with
available plans will be displayed upon approval. This customer was approved for
our Private Account powered by Concora. This option does not have a deferred or
interest free option. If she is looking for a deferred interest option, she is
welcome to apply for our Helzberg Diamonds Credit Card powered by Bread Financial
(Comenity Bank).
If there are any further questions, or needs, please do not
hesitate to reach out to me directly at *******@helzberg.com. Thank you for
your time and attention to this matter.
Sincerely,
**** ***** • Customer Care Representative Specialist
. . . . . . .
. . . . . . . . . .
.
HELZBERG
DIAMONDS
1825 Swift Avenue, North
Kansas City, MO 64116
direct: 1-800-HELZBERG (435-9237) • helzberg.com
Follow Helzberg on ******* and Join us on ********
©2017
Helzberg Diamonds is a Berkshire Hathaway company.Customer Answer
Date: 06/06/2024
********** 21770773
I am rejecting this response because:The purpose of this inquiry was to highlight the inadequate buisness practices orchestrated by the staff at this location. False promises in conjunction with misleading signing procedure has lead me to this predicament.
I have several complaints pending on this matter and I hope an adequate resolution is reached in a timely manner.
Sincerely,
******* *****Initial Complaint
Date:05/13/2024
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.
We bought a wedding ring for my husband in '21. We took it in Feb '24 to have it polished per our warranty. We were advised that a diamond was loose & it had to be sent to another jeweler to be repaired. When it finally returned to the store for pick up the ring, it was a different ring. It had been altered/changed. The store mgr, ****, acted as if we were crazy & we didn't know what our ring looked like. We have had this ring for 3 years, we obviously know the weight, all the characteristics of the ring & everything about it had been changed. We were talked down to & belittled. We left the ring at the store. We were referred to customer care were we spoke to ****. She advised us on 04.30.24 that her Supervisor ***** would call us back in 2 days, never heard from him. We called back on 05.06.24 & spoke with *******, she stated that the Regional Mgr ***** ******* would call us back by the COB on 05.07.24 we have not heard from him either. This is frustrating that this company has dropped the ball & not one person contacted us back. This is our wedding ring & for this company to have a lack of concern for a sentimental piece for us is unforgiveable. How can this be repaired. We want our ring put back in its original form, the original weight, with the original diamonds. How can no one from the company not call us back to give us an answer as to what can be done. The original specks of the ring can be located &we are being told they can't locate this information, which is a lie. This is wedding piece, you can not replace our history, and your motto is 'How can we make you feel loved', right now you are not making us feel loved. My husband has been without his ring for 3 months. This is unacceptable. We have already spent the money, it not about the money, but at this point we are seeking to hire an attorney to get this resolved.Business Response
Date: 05/16/2024
Tell us why here...May 16, 2024
BBB of Omaha
ATTN: Disputes Department
11811 P Street
Omaha NE 68137
Ref: ********
To Whom It May Concern,
I am writing you in regard to the concerns shared by ****** *******.
We are sorry to hear that she feels as if the ring is not
her husband’s. We have determined the ring is her husbands’. As she is upset,
our Regional Manager gave her the option of adding a new, heavier shank or exchanging
it for another item that is equal or greater value, with the difference being
paid for by her. The store would love to hear from her once she makes a decision.
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,
. . .
. . . . . . . . . .
.
HELZBERG
DIAMONDSInitial Complaint
Date:05/07/2024
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 writing to address a matter of significant concern regarding the engagement ring purchased from Helzberg Diamonds located in Hanes Mall, Winson-Salem, NC on April 1st, 2023.
Over the course of the past 11 months, the ring has unfortunately required four separate instances of repair due to recurrent issues with diamonds becoming dislodged.
The replacement ring provided has encountered the same aforementioned problem. As a consequence, I find myself, once again, without the ring for an extended duration, thus exacerbating an already distressing situation.
In our earnest pursuit of resolution, I have maintained regular communication with both the store and your customer service representatives for a period spanning close to four weeks now. Regrettably, despite assurances to the contrary, the promised updates have yet to materialize, leaving me in a state of uncertainty and dissatisfaction.
Given the imminent nature of my forthcoming wedding, which is scheduled to take place in just four weeks' time, the mounting stress and uncertainty surrounding this unresolved issue are markedly impacting both my emotional and physical well-being.
In light of these circumstances, and in consideration of the persisting quality concerns, I am compelled to request a full refund for the aforementioned engagement ring.Business Response
Date: 05/16/2024
May 16, 2024
*** ** *****
***** ******** **********
***** * ******
***** ** *****
**** ********
To Whom It May Concern,
I am writing you in regard to the concerns shared by ***** *******.
We are sorry to hear that Ms. Gibbons is not happy with her
ring and would like a refund. All of the repairs that have been needed are due
to normal wear and tear and not a defect in the ring. We are happy to repair
this under her Lifetime Care Plan, ensuring there are no fees for this.
As she no longer loves this ring, we are happy to make an
exception and allow for another warranty replacement or an exchange. The exchange
can be for a different style, as long as it is of equal or greater value, with
the difference being paid for by the customer. We are happy to work with her on
what this will look like and the process.
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.
**********
**** ***** * ******** **** **************
* * * * * * * * * * * * * * * * * *
******** ********
**** ***** ******* ***** ****** ***** ** *****
******* ************** ********** * ************
****** ******** ** ******* *** **** ** ** ********
***** ******** ******** ** * ********* ******** ********Initial Complaint
Date:05/05/2024
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.
Me and my boyfriend stopped by Helzberg store on April 18 to see what engagement rings they have that we like. As we were looking through rings we realized that ring we like they don’t have in stock. But salesman reassured us that they’ll find what we need we just need to wait couple weeks to put diamond in platinum ring as we wanted. So we decided not to wait and order it right away that we don’t have to wait later. After a week of visiting the store due to some life circumstances I called customer service that I need to cancel my purchase and was told that it was final sale!!! I am so frustrated that they put me in this trap and DIDN'T INFORM SUCH AN IMPORTANT INFORMATION ABOUT ITEM THEY WERE SELLING TO ME. I strongly believe they violated my rights as a customer. Now when manager from the store called me back by customer service request, He said that he can’t decide anything until ring comes to the store and I also need to come so we can discuss that. So I waisted my time on Sunday, went to the store to hear from him that he apologize but we can’t refund your order. I did tell him couple times that I have right as a customer to be informed such an important information by the time of sale. But his answer was only sorry we can’t do anything!! Looking for help here to escalate my complaint and get refund for ring I didn’t even pick it up from them.Business Response
Date: 05/16/2024
May 16, 2024
*** ** *****
***** ******** **********
***** * ******
***** ** *****
**** ********
** **** ** *** ********
* ** ******* *** ** ****** ** *** ******** ****** ** **** **********
We are sorry to hear that she is frustrated. As the ring
she purchased is considered custom, it was a final sale. However, as she never
picked up the ring, we have made the decision to make an exception and allow
the return of the ring. This was completed on May 10, 2024. We hope this eases
her frustration.
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.
**********
**** ***** * ******** **** **************
* * * * * * * * * * * * * * * * * *
******** ********
**** ***** ******* ***** ****** ***** ** *****
******* ************** ********** * ************
****** ******** ** ******* *** **** ** ** ********
***** ******** ******** ** * ********* ******** ********Initial Complaint
Date:04/21/2024
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.
Helzberg Glendale CA I spoke with the associate **** over the phone looking for a particular engagement ring set for my boyfriend (we are *****). She stated that the ring he wanted was in the store with the exact measurements we wanted. I asked her if there was financing and she said that we could check to see what was available in the store, as the online method did not allow for negotiating with the various lending option. I agreed to meet in the store. When I met her, she was very cold and condescending when I first spoke. She seemed preoccupied and focused on closing my sale. She showed me the ring and started to get my personal information. I was not informed exactly what we were doing with my information, and she had me sign the screen for something. She then wrote down a bunch of dollar amounts and what looked like account numbers. She told me that it was good to have multiple accounts for my credit. I asked he if she opened an account for me, and she stated "yes, you told me you wanted to purchase the ring, so I am opening accounts for you. I was looking to see my financing options before deciding to open any accounts, and I did not authorize any opening of accounts. She then offered to talk with her office, admitting her mistake, and put me on the phone with Helzberg. I had to instruct the person over the phone on how to put notes regarding my case, as she did not do that initially. I also had to call the credit card fraud department Comenity to inform them that I did not authorize. **** changed her tune when she was that I was upset. I asked about speaking with the general manager ***** **** did not apologize for anything, even tho she admitted via email to her office that there was miscommunication. She did not instruct me explicitly on why my information was needed or my signature and was so focused on making the sale, she did not ask my permission or authorization in any of the options to search for financing. I look forward to a resolution.Business Response
Date: 04/30/2024
To Whom it May Concern,
After researching the
interaction, interviewing others in store at the time & reviewing video
footage, it has been determined that the proper actions by our associate were
taken to make sure that *** *********** was informed as to what was taking place
when he went through the credit application process.
*** *********** contacted the
store by phone twice prior to coming in. During those conversations, applying
for credit was brought up by *** *********** where he asked about applying on
our website. Our associate explained that we have more options for credit
in-store versus online & asked if he’d like to visit the store. At that
time, he explained he was about 2 hours from the store, but did end up coming
in later that evening.
The footage from the security
video shows that he was provided the **** to review the terms & conditions
on multiple occasions throughout the application process, providing his
signature as well, indicating agreement to the application & terms &
conditions of the card program.
There is no indication from the
investigation performed that the customer was not properly informed prior to,
during, or after the initial application. At this time, our investigation is
closed. In addition, Helzberg Diamonds is not the lender and does not
issue any of the cards or accounts associated with our application process. The
lender is the only entity that can remove a credit inquiry from a customer’s
credit report.Thank you.
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