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:04/17/2024

  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.

  In December, I sent my wedding set off to be polished by Helzberg Diamonds , & they COMPLETELY RUINED my set.
  They weren't supposed to perform any repairs at all - just a polish. But it came back dented out of this world. It has since been sent back 3 more times & it keeps getting worse each time.
  
  It is now beyond repair & their suggestion is simply to either give a refund or an exchange for the price that was paid.
  
  (For context: I have a 3pc 4ct set. My engagement ring has a 1ct center (quad) stone and there is .5ct of princess cut diamonds on both sides. I have 2 wedding bands that have 1ct of princess cut stones each piece. The set was purchased in 2009)
  
  There is nothing that you can get for the same price today that you bought 15yrs ago. (so a refund or an even exchange is not a fair option)
  
  According to the manger, the jeweler that did this is KNOWN to ruin people's jewelry, So WHY did they have him working on MY? Why is he even still EMPLOYED.
  There was nothing wrong with my rings prior to me sending them off to be polished by Helzberg.
  
  My ring is now dented, misshapen, lop sided because they shaved off 1/2 the gold on one side trying to fix the dents; because of which the diamonds are now exposed in the setting & it LOOKS like there's a chunk of one of the stones missing.

  

  Business Response

  Date: 04/26/2024

  ***** *** ****
  *** ** *****
  ***** ******** **********
  ***** * ******
  ***** ** *****
  **** ********
  
  To Whom It May Concern,
  
  I am writing you in regard to the concerns shared by ***** *********
  
  We are sorry to
  hear that she is frustrated and that her ring was damaged. We have offered her
  the following resolutions:
  
  Refund for what they paid for the ring.
  Exchange for equal or greater giving them credit for what
  they purchased for the ring towards the new ring.
  Taking the quad head (assuming it is structurally sound) and
  mounting it into a new semi mount set. We would take her current ring back
  in exchange with the exception of the quad head.
  
  As she is not happy with these, we are continuing to work with
  her to find a resolution that works for everyone.  
  
  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,
  
  **** ***** * ******** **** **********
  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  
  ******** ********
  **** ***** ******* ***** ****** ***** ** *****
  ******* ************** ********** * ************
  ****** ******** ** ******* *** **** ** ** ********
  ***** ******** ******** ** * ********* ******** ********

  

  Business Response

  Date: 05/03/2024

  *** ** ****
  *** ** *****
  ***** ******** **********
  ***** * ******
  ***** ** *****
  **** ********
  
  To Whom It May Concern,
  
  I am writing you in regard to the concerns shared by ***** *********
  
  We are sorry to hear that has rejected our offers. We are
  still currently working with her to find a resolution as we are unable to recreate
  an exact replica of her ring. If she is not interested in another style and we
  cannot get the same ring again, we are happy to reimburse her for the amount
  paid.
  
  We do hope to find a resolution soon.
  
  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.
  
  **********
  
  **** ***** * ******** **** **********
  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  
  ******** ********
  **** ***** ******* ***** ****** ***** ** *****
  ******* ************** ********** * ************
  ****** ******** ** ******* *** **** ** ** ********
  ***** ******** ******** ** * ********* ******** ********

  Customer Answer

  Date: 05/07/2024

   
  
  ********** ********
  
  
  
  I am rejecting this response because:
  
  I cannot purchase a comparable ring (set) with the aforementioned proposed amount of reimbursement. 

  Helzberg negligently ruined a 3 piece 4 carat natural diamond bridal set, & I will accept nothing less - or the amount of money it takes to purchase a new one of the same caliber. 
  
  Sincerely,
  
  
  
  ***** ********

• Initial Complaint

  Date:04/08/2024

  Type:Delivery 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.

  Bought The following :
  
  Order ******** on March 20, 2024.
  
  
  Item Details:
  ******* **** ***** ** *** ****** ***** *** ********: 1.0
  Item Price: $399.99
  Promo Discount: ($40.00)
  
  It advertised Approximate Gram Weight: 4.62. I received one at 3.58 grams and 2.94 mm wide. That is over 22% less gold than advertised.
  
  I called them and they acted aloof and said they would call me back after I returned the item. I returned the item, they did credit me, but they never called me back.
  
  I don't want anything but to warn people that they should weigh anything from Helzberg Diamonds. Courtesy would be nice, but that is out of your purview.
  
  This experience makes me feel victimized and I suspect I am not the only one.

  

  Business Response

  Date: 04/17/2024

  
  April
  17, 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. In order to
  assist with his concerns regarding the gold gram weight, we would need to
  understand how he determined this after his purchase and what steps he took to
  ensure this was accurate.
  
  We do show that he did return and a refund was processed.
  However, we are happy to continue working with him to address his concerns, if
  he would like.
  
  If there are any further questions, or needs, please do not
  hesitate to reach out to me directly at ********************* Thank you for
  your time and attention to this matter.
  
  Sincerely,
  
  **** ***** * Customer Care Representative 
  .  .  .  .  .  .  .
   .  .  .  .  .  .  .  .  .  .
   .  
  HELZBERG
  DIAMONDS
  **** Swift Avenue, North
  Kansas City, MO 64116
  direct: ************** ********** * ************
  Follow Helzberg on ******* and Join us on ********
  ©2017
  Helzberg Diamonds is a Berkshire Hathaway company.

• Initial Complaint

  Date:04/04/2024

  Type:Delivery 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 an opal ring for $1000 the week before Christmas as a gift/engagement ring for my fiancé. The stone was a beautiful blue hue opal with tons of brilliance. My fiancé works in surgery so with scrubbing ect she cannot wear a ring to work so the ring was only worn on weekends. Six weeks after purchasing the ring there were two prong loose and the opal was moving around. We took it to be repaired. After receiving the ring back two weeks later barely being worn the opal began to loose its blue hue. We both returned to the store and were offered either replacement or exchange. While looking at rings as a replacement the older sales woman on staff belittled my fiancé and told here “she was wrong and opals never loose there color, I should know I’m the one who is a licensed gemologist here” at that point my fiancé left the store. We contacted corporate multiple times never receding a return call as promised as well as calling the manager ***** who also never returned calls as promised. I ask them to replace the ring and 14 days later I get a text with a picture attached below that our ring was in. The ring looked nothing like the original in color so I refused the exchange. At this point helzburg has nothing to offer, my fiancé hates the ring now because of the terrible experience received and now instead of looking at it thinking of our engagement she is just reminded of a terrible experience and being talked down to by a ignorant sales person. I simply would like to return the ring as helzburg is no longer a option, anything from there store is going to remind my fiancé of a terrible customer experience and not of our engagement.

  

  Business Response

  Date: 04/12/2024

  April 12, 2024
  
  *** ** *****
  ***** ******** **********
  ***** * ******
  ***** ** *****
  **** ********
  
  To Whom It May Concern,
  
  I am writing you in regard to the concerns shared by ***** ******.
  
  I show our customer purchased an Opal Ring in December. I
  am sorry to hear that the customer states the color in his opal has changed. As
  opals a delicate they do require a bit more care than most gemstones. Because
  of this, their color can change over time.
  
  As the customer does not like the look of the opal we are
  happy to exchange the ring for the same style or a different style. We can also
  see about getting a new opal to put in the ring he currently has. He is welcome
  to visit the store or give us a call.
  
  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:03/13/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I recently purchased a ring for my fiancée through Helzberg in Blaine. We were sold a moissanite ring that was presented to us as a Lab Diamond Ring. Neither me or my fiancé have ever heard of Moissanite before and have no idea what it is. The sales rep stated in no uncertain terms that this was a lab diamond moissanite. She stated that moissanite IS a lab diamond. At no point were we ever interested in anything but a diamond.
  
  The sales staff concealed the true nature of the ring. We alerted to the fraud by a friend who has worked in the industry when he saw the ring. Within 48 hours of discovering the fraud we returned the ring to the store. Roughly 45 days from purchase. They claim to have a 30 day policy so we are talking about 2 weeks here. Ring is unworn. Further fraud supersedes the 30 day policy. When presented for the return the store manager wouldn't listen to a word and got belligerent and told us to leave and contact customer service. She also said "she doesn't deal with people like me". I am disturbed by this language as it is consistent with racial and religious discrimination. When asked what she meant she just repeated herself, so what are we to think besides she has some bias against us for who we are? If were a different "type" of person than she would accept the return??
  
  We Contacted corporate & they promised a call within 24-48hrs from regional manager. Call never came. Got an email case assigned to a ******** ***** case#******** Have called her 3 times & left messages with no response. Only contact was the same belligerent rude manager called back. We were disconnected called back and the sales staff and her left us on hold for 24 minutes while they laughed in the background. We called on another phone and they claim the call was disconnected even though we were still on the phone and could hear them. Screenshot attached.
  
  We returned the ring on 3/8/24 to the Blaine Store. Helzberg has the ring. They need to return my money ASAP.

  

  Business Response

  Date: 03/29/2024

  March 29, 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 any frustrations regarding his purchase
  of a moissanite ring. As I cannot speak to a conversation, I was not a part of,
  we cannot confirm what may have been said at the time of purchase. We are only
  able to go off the facts that we have. The receipt that the customer was provided
  does state the item sold to him is a moissanite piece.
  
  As we are in the business of love and creating memories, we
  only want to ensure the customer is happy with the items purchased from us. As
  he is upset, we did make the exception to the ring. The refund was processed on
  March 20, and may take up to 30 days, depending on his financial institute.
  
  We do hope that in time he will see how truly sorry we are
  for any frustrations or miscommunication on our part.
  
  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: ************** ********** * ************
  ****** ******** ** ******* *** **** ** ** ********
  ©2017
  Helzberg Diamonds is a Berkshire Hathaway company.

• Initial Complaint

  Date:03/12/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We went into helzberg over a year ago just looking at wedding bands. They had one we really liked and their sales people convinced us their lifetime guarantee meant they'd take care of resizing it, soldering it to my engagement ring, and anything that would happen to the wedding band. They said they'd take care of my engagement ring in the process even though it was not purchased at their store. Nov 11, 2023, we got married with the rings just sitting together because we still wanted them separate until after the ceremony. We dropped the ring off 2 weeks later and told them EXACTLY what we want. After almost 2 months of them having it and a shipping nightmare, I get the ring. It's way too big, the engraving we specifically said was important was erased, the soldering looked like it had been done by a child, and the band is so thin it looks like one bump and it will break. We sent it in TWO more times trying to fix it and they just keep making it worse. I tell them I want them to take them apart and give me my engagement ring back that they've all but ruined at this point and return their ring for our money back. They say it's older than 30 days, they can't return it. We have already sent it in 3 times and have waited over 4 months for me to have a wedding ring and it still looks really poorly and does not even come close to matching from side to side.

  

  Business Response

  Date: 04/04/2024

  April 2, 2024
  BBB of Omaha
  ATTN: Disputes Department
  11811 P Street
  Omaha NE 68137
  Ref: 21421983
  
  To Whom It May Concern,
  
  I am writing to you in regard to the concerns shared by ****** ********
  
  I am sorry to hear that she may be unhappy with her repairs.
  I understand that the ring was not up to par when she originally picked it up
  and that it took some time to repair properly. We only want to ensure she loves
  her ring for years to come. If she is unhappy, she is welcome to reach out to
  me or visit the store. I would love to have a jeweler look at her wedding ring.
  
  If there are any further questions, or needs, please do not
  hesitate to reach out to me directly at ********************* Thank you for
  your time and attention to this matter.
  
  Sincerely,
  
  **** ***** • Customer Care Representative 
  .  .  .  .  .  .  .
   .  .  .  .  .  .  .  .  .  .
   .  
  HELZBERG
  DIAMONDS
  1825 Swift Avenue, North
  Kansas City, MO 64116
  direct: 1-800-HELZBERG (435-9237) • ************
  Follow Helzberg on ******* *** **** us on ********
  ©2017
  Helzberg Diamonds is a Berkshire Hathaway company.

  

  Business Response

  Date: 04/23/2024

  April 23, 2024
  BBB of Omaha
  ATTN: Disputes Department
  11811 P Street
  Omaha NE 68137
  Ref: 21421983
  
  To Whom It May Concern,
  
  I am writing to you in regard to the concerns shared by ****** ******** 
  
  I am sorry to hear that ****** has rejected our claims. I
  would love to see the ring to see what we can do, however, customer has stated
  she sold the ring. As the ring is no longer in her possession, we are unable to
  move forward with ensuring it is perfect.
  
  I am sorry about her frustrations and do hope that in time
  she will give us another chance to show her the Helzberg Diamonds experience we
  strive to provide every day.  
  
  If there are any further questions, or needs, please do not
  hesitate to reach out to me directly at ********************. Thank you for
  your time and attention to this matter.
  
  Sincerely,
  
  **** ***** • Customer Care Representative 
  .  .  .  .  .  .  .
   .  .  .  .  .  .  .  .  .  .
   .  
  HELZBERG
  DIAMONDS
  1825 Swift Avenue, North
  Kansas City, MO 64116
  direct: 1-800-HELZBERG ********** * ************
  ****** Helzberg on ******* *** **** us on ********
  ©2017
  Helzberg Diamonds is a Berkshire Hathaway company.

  Customer Answer

  Date: 04/24/2024

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

  While it is indeed true that we have essentially sold the ring to be melted down, I think it needs to be noted that we came to this decision due to a complete lack of response from Helzberg.  I had responded to emails saying I was willing to mail the ring to a corporate office, but I would no longer be having anything to do with the Sioux Falls store due to their complete lack of concern or professionalism when it came to delivery a quality product. I never received a response on anyone in a corporate office wanting to see the ring.  We ended up only getting $1,000 for the ring which was a third less than we spent on just our engagement ring that they ruined let alone the ring we bought at Helzberg.  While I understand we are fighting a losing battle to get any of that money back since the ring is gone (because Helzberg refused to accept a return of their product), I still feel like we deserve a refund for the "lifetime warranty" we were talked into buying that was ultimately useless. There is really nothing at this point that this business can do that would be considered satisfactory in this matter.  I will continue to tell everyone I know not to do business with them.
  
  
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:03/07/2024

  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 paid three to four thousand dollars for a ring for my wife and paid for the extended warranty on a ring. Shortly there after the diamond kept falling out so we would send it back to be repaired and they would send it to their jeweler. Their jeweler told them that he would no longer repair it because of the flaw design and they sent it to another jeweler. That jeweler altered the entire design and the ring is no longer the same. My wife hasn't had a wedding ring for a total of about 6 months in the 2-year period that she did have it. They won't refund our money they've been extremely rude to us.

  

  Business Response

  Date: 03/15/2024

  March 15, 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 that he has had issues with his wife’s
  ring and that they feel it has been altered. We did have it in for repairs and
  the head was changed. This can be normal for repairs. However, we understand
  the importance of ensuring she is happy with the ring she wears. I am working with
  the store and we will follow up late next week as my management partners will
  be out of the office.
  
  If there are any further questions, or needs, please do not
  hesitate to reach out to me directly at ********************* Thank you for
  your time and attention to this matter.
  
  Sincerely,
  
  **** ***** • Customer Care Representative 
  .  .  .  .  .  .  .
   .  .  .  .  .  .  .  .  .  .
   .  
  HELZBERG
  DIAMONDS
  **** ***** ******* ***** ****** ***** ** *****
  ******* ************** ********** * ************
  ****** ******** ** ******* *** **** ** ** ********
  ***** ******** ******** ** * ********* ******** ********

• Initial Complaint

  Date:02/06/2024

  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.

  Walked in store and they if they could help me so I asked if they had any certified Rolex watches that were small for women two toned and they said yes. She showed me a watch for $7988 she was telling me about how it was in excellent condition and that it was certified she mentioned the year and said it was just serviced in November 2023 the bracelet jubilee bracelet and they had diamonds how Rolex only uses best diamonds that the circle around watch was fluted. Then she said what looking for because I was on my phone and told her I had a picture of a new one that was like $10-11k. She’s like but you can’t compare to Rolex they use all best quality parts. I was like I’ve seen some online that are used for like $3-5k. She’s like but you can’t trust them you don’t know what condition it is ours is certified and like I said just serviced in November and in excellent condition told her one I had seen had gold color inside the clock. She showed me I’m like but this one all gold but I didn’t want all gold. She’s like so did you want me to run it and see if you qualify so said ok you were approved. She’s like do you know how to fix the time I said no and she set it up. She then called me to register and she’s like it’s gona this amount with warranty and I said ok. After she printed the receipt she stamped it and said ok sign right here that you can’t return it and I said oh and signed. She’s like do you want to wear it out I said no cause I’m wearing my Apple Watch So she went to put watch in box with the card and and said if you want to service watch make sure bring card very important handed it me and I left the store.
  When I went to put the card away in my safe the next day I saw bottom it said had aftermarket parts.
  Certified should be something certifying authentic not partial. The receipt doesn’t state aftermarket parts are used in the Rolex nor in website they don’t even show sell Rolex.

  

  Business Response

  Date: 02/13/2024

  
  
  February
  13, 2024
  BBB of Omaha
  ATTN: Disputes Department
  ***** * ******
  Omaha NE 68137
  Ref:****
  
  I am writing to you regarding the concerns shared by ****** ****** *********
  
  We are sorry to hear that the customer is frustrated with her
  Rolex purchase and has left it in store. While I cannot speak to a conversation,
  I am not a part of, I can say that all our store associates go through extensive
  training on how to sell a Rolex. Because we are not an authorized Rolex Dealer
  and our Rolexes are pre-owned, we do want to ensure our customers are educated.
  The aftermarket parts card was presented to the customer, however, she never
  looked at it in store. None of the aftermarket parts are Roles parts, therefore,
  this does not affect the authenticity of the watch.
  
  As we want all our customers to be happy with their purchases
  and because she no longer has the watch in her possession, we are making a one-time
  exception to allow the return of this watch. This will be processed at our
  corporate office this week.
  
  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
  **** ***** ******* North
  Kansas City, MO 64116
  direct: 1************* ********** * ************
  Follow Helzberg on Twitter and Join us on Facebook
  ©2017
  Helzberg Diamonds is a Berkshire Hathaway company.

  Customer Answer

  Date: 02/14/2024

   
  
  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:12/14/2023

  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.

  Purchased a ring. Had to leave the ring in the store to have it resized. Once that work was completed, I picked up the ring. A few days later the stone fell off my new ring and less that 30 days after my purchase, the ring was back in the store getting fixed. Once again I picked up the ring and 5 days later the stone fell off the ring again. This ring is clearly defective because the stone keeps falling off. The company refuses to let me return the ring and want me to just keep bringing the ring in every time the stone falls off. I can’t keep bringing this ring to get fixed. Both times the stone fell off in less than a week. They say I missed the 30 day return window but my ring had to be worked on twice during that 30 days so I didn’t even get to use the ring for 30 days. Their ring is defective.

  

  Business Response

  Date: 12/22/2023

  December 22, 2023
  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 *****
  ********.
  
  We are sorry to hear that she is no longer happy with her
  ring as we take great pride in the quality of our jewelry. We show that she
  lost her center stone one. This can happen from time to time and may happen after
  sizing.
  
  We would love the chance to look at the ring to ensure
  there are no defects and it can be repaired. She can reach out directly to me
  if she would like. I am honored to assist her with any repairs that may be
  needed.
  
  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
  **** ***** ******* ***** ****** ***** ** *****
  direct: ************** *********) • helzberg.com
  

• Initial Complaint

  Date:11/27/2023

  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.

  On 12-22-2022 I purchased a ****** women watch for $505.75. The watch came with a 1yr. manufacturer's warranty. On 9/04/2023 I took the watch in to my local ******** store because the crown fell off. The store manager explained that they had to send to ****** for repair and it may cost me $99. I asked the manager about the 1yr manufacture's warranty as the crown just fell off. There was no damage done to the watch on my end and it was odd for the crown to just fall off like that. She suggested that I wait to see what repair shop came back with. On approximately 11-13-2023 my local store called me telling me that it would cost almost $500 to repair the watch. I tried explaining to the store manager that I felt that this should have been covered with the warranty as I didn't damage the watch. The store manager wasn't trying to hear me out so I reached out to the customer service. After several emails back and forth both customer service and store manager didn't want to accept the responsibility that I was sold a bad watch.

  

  Business Response

  Date: 12/04/2023

  December 4, 2023
  BBB
  ATTN: Disputes
  11811 P Street
  Omaha, NE 68137
  Ref: ********
  
  To Whom It May Concern,
  
  I am writing you regarding the concerns shared by ******* ********.
  
  We are sorry to hear that *** ******** needed his watch
  repaired and it is causing frustration. Watches have small delicate moving parts;
  therefore, they are normally sent to a watch jeweler. As this was a ******
  watch, we sent it back to ******. All manufacturing defects are determined by
  the manufacturer. As the repairs needed were to the stem and crown, this is
  considered normal wear and tear and not a defect in the functionality of the watch.
  
  If *** ******** would like to proceed with the repairs needed,
  there will be a fee for this. I am happy to have the store send it back for the
  necessary repairs. We do not recommend leaving it as it increases the risk of
  moisture getting into the watch. I am happy to assist if he has questions.
  
  If there are any further questions, or needs, please do not
  hesitate to reach out to me directly at jasmith@********.com. Thank you for
  your time and attention to this matter.
  
  Sincerely,
  
  **** ***** • Customer Care Specialist
  .  .  .  .  .  .  .
   .  .  .  .  .  .  .  .  .  .
   .  
  ********
  DIAMONDS
  **** ***** ******* ***** ****** ***** ** *****
  ******* ************** ********** * ************
  Follow ******** on Twitter and Join us on Facebook
  ©2017
  ******** Diamonds is a Berkshire Hathaway company.

  

  Business Response

  Date: 12/05/2023

  December 5, 2023
  BBB
  ATTN: Disputes
  11811 P Street
  Omaha, NE 68137
  Ref: ********
  
  To Whom It May Concern,
  
  I am writing you regarding the concerns shared by Patrick
  Bradshaw.
  
  I am sorry to hear that he rejects our claims. While I
  cannot speak to what happened with this watch regarding the hands, I can say
  that when ****** looks at a watch they will take the back off and other parts
  to get a clear picture. During this process it is possible for the hands to move.
  As *** ******** would like the hands back in the original position, we
  have sent this back to ****** for the completed work.  
  
  Manufacturing defects are determined by the manufacturer. We
  did send *** ********’s watch directly to ****** and they have determined that the
  work needed is not a defect in the watch and is in fact due to normal wear. If
  *** ******** would like the work completed, there will be an estimate, set by
  *******
  
  If there are any further questions, or needs, please do not
  hesitate to reach out to me directly at jasmith@********.com. Thank you for
  your time and attention to this matter.
  
  Sincerely,
  
  **** ***** • Customer Care Specialist
  .  .  .  .  .  .  .
   .  .  .  .  .  .  .  .  .  .
   .  
  ********
  DIAMONDS
  **** ***** ******* ***** ****** ***** ** *****
  ******* ************** ********** * ************
  ****** ******** ** ******* *** **** ** ** ********
  ©2017
  ******** Diamonds is a Berkshire Hathaway company.

  Customer Answer

  Date: 12/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  ******** is repeating itself, this is not normal wear and tear, when I tried to pick up the watch, I showed the manager there's was no damage, scratches of any kind on this watch other than the crown missing. ******** sold me a defective watch it is up to them to either have ****** fix or they replace because clearly, they sold me a defective watch. For ******** to keep pushing the narrative that I pulled the crown out is ridiculous. I repeat I own several ****** watches and I never had this problem. 
  
  
  
  Sincerely,
  
  
  
  ******* ********

• Initial Complaint

  Date:11/21/2023

  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.

  My partner's ring has been in repair at least once per quarter. They claim its perfect each time it's repaired, and each time, we immediately find a stone missing, discoloration, or a broken band within weeks. Additionally, we purchased a "backup ring" (sad, I know) for her to have something to wear while the original one is being repaired. This one has had equal amounts of trouble. One of the bands was recently replaced on it, and the soldering work on it is an absolute joke for a "jewelry expert." Thousands of dollars just down the drain and quite literally nothing to show for it other than the show of our faces during each store visit every month to again send it back in repairs. Any decent customer service department, in a company this size, would have already offered partial refunds, a brand new and upgraded ring, instead of countless apologies and **** repairs. I will NEVER recommend Helzberg to any friends/family/colleagues and will stick to *****, their running competitor - deserving of our business.

  

  Business Response

  Date: 12/01/2023

  December 1, 2023
  BBB
  ATTN: Disputes
  11811 P Street
  Omaha, NE 68137
  Ref: ********
  
  To Whom It May Concern,
  
  I am writing you regarding the concerns shared by ****** *******.
  
  We are so sorry to hear that Ms. ******* is having an issue
  with her partner’s ring. This is not what we want to hear as we want to ensure
  they can wear their pieces for years to come.
  
  I would love the opportunity to have my jeweler look at it.
  If should like to mail it to me, I will walk her through this process. If this
  will work, she is welcome to reach out.
  
  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
  1825 Swift Avenue, North
  Kansas City, MO 64116
  direct: ************** ********** • helzberg.com
  Follow Helzberg on Twitter and Join us on Facebook
  ©2017
  Helzberg Diamonds is a Berkshire Hathaway company.

  Customer Answer

  Date: 12/01/2023

   
  
  Complaint: ********
  
  
  
  I am rejecting this response because: We have had these rings repaired, at minimum, 5 times in this past year. I welcome you to look up my account and review the amount of repairs submitted in 2023 alone. 

  At this point, I lack trust in the company and the jewelers you employ to provide an exceptional repair to your jewelry, you claim to be top-tier. 

  The most reasonable solution being requested at this point would be complete replacement of both pieces of jewelry and a refund of an amount you find satisfactory for the time, energy, and emotional impact this has had on us.

  
  Sincerely,
  
  
  
  ****** *******

  

  Business Response

  Date: 12/04/2023

  I forgot to add:

   

  If she
  does not wish to work with me, she is welcome to go back to Oak Park. **** is aware
  of her concerns and is honored to assist her.