Complaints

This profile includes complaints for Helzberg Jewelers's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Helzberg Jewelers

  1825 Swift Ave Kansas City, MO 64116-3644

  
• 

  Helzberg Jewelers

  1811 Village West Parkway Kansas City, KS 66111

  
• 

  Helzberg Jewelers

  10000 California St STE 2415 Omaha, NE 68114-2307

  
• 

  Helzberg Jewelers

  3001 S 144th St STE 1072 Omaha, NE 68144-5234

  
• 

  Helzberg Jewelers

  2441 N Maize Rd Ste 2501 Wichita, KS 67207-1772

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/20/2023

  Type:Service or Repair 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.

  12/9/22 I purchased a 14KW 1.5CTW enhancer ring. This ring was GCAL so I thought my certificate was received at the time. Well, six months later I received a call from a Helzberg employee stating they had my ring certificate and when would I be able to pick it up. I found the call strange and odd, but yes I wanted my certificate if I had not received it. I told the employee that I could pick it up later that day. So I did, upon my arrival they offered to clean my ring. I waited 20 minutes. It still wasn't ready so I decided to get lunch 30 minutes later I returned they gave me my ring, I did notice the diamonds looked significantly smaller but didn't say anything because this is a "trusted" establishment. They didn't give me my certificate, I had to ask for it before leaving the store. I am highly unsatisfied with my ring, it does not look the same or measure up as it previously did. I am very familiar with my ring as I take pride in my ring, I knew every angle of my ring, as most women would. The Diamond certified employee went into detail of my ring, compared side by side with my exact ring model I could see a significant difference, but was told they were the same, I disagreed. My Diamond were bigger and bolder. What makes this situation difficult is that I was given a different ring with the matching certificate so now they are claiming this is the ring I purchased as it is stamped in my ring. I whole heartedly believe my ring was switched while being cleaned at the jewelry store. I am convinced that I received a different ring, it's not the ring I purchased. I emailed customer service regarding my concern, three days later received an email stating it had been escalated but never received a response. I called customer service and was told there was nothing they could do to help me. I feel so defeated by this company that I once entrusted.
  
  ***** ******* *********** ******* ************ ********* ********* *************** ******** *********

  

  Business Response

  Date: 06/30/2023

  **** *** ****
  *** ** ******* ****** ****
  ***** ******** *********
  **** * **** **
  ****** **** ** *****
  **** ********
  
  To Whom It May Concern,
  
  I am writing you in regard to the concerns shared by ***** ********.  
  
  We are sorry to hear Mrs. ******** feels her enhancer is
  not hers. We hold integrity to the highest standard and hate to see a valued
  customer feel this way. Although we are confident she has her ring. we have
  reached out to invite her into the store to compare additional enhancers. She
  will then have the option of picking the once she would like to keep. We only
  want to ensure she loves her ring for years to come.
  
  We hope this helps clear up any confusion or frustration
  there may be regarding this.
  
  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: 07/01/2023

  ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* ****
  
  ****** ******** *******
  
  * **** ******** *** ******** **** ** *** ******** ** ********* ** ********* ** ********* *** find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  ***** ********

• Initial Complaint

  Date:06/15/2023

  Type:Service or Repair 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.

  I purchased a watch and bracelet set for mothers day. The watch didn't work and when I took it to the local franchise, I was told it would be repaired or replaced. Neither has happened despite having contacted the store several times for resolution.

  

  Business Response

  Date: 06/23/2023

  To whom it may concern, 
  
  Helzberg Diamonds customer care is sorry to hear that ******* was not able to get updates on the watch repair. We reached out to store management and they advised that they did provide the customer with a minimum of a month timeframe for the repair, but that when he called they were not able to give exact updates. 
  
  To expedite a resolution for the customer they went ahead and did a replacement that our customer was able to pick up this past weekend. 
  
  Thank you for brining this to our attention and for giving us the opportunity to make sure a quicker resolution was taken care of. 

  Customer Answer

  Date: 06/24/2023

  ** ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* ****
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  ******* ******

• Initial Complaint

  Date:06/13/2023

  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.

  I was in the process of buying an engagement ring, and store employees rushed me to apply for and get the helzberg diamonds credit card explaining it was 12 months no interest. They rushed through the details and made it sound so simple that as long as i made my regular monthly payments, I wouldn't be charged interest. I was misinformed about a lot of the card and promotion details, and the website even said after all my payments no balance was due. Store employees used the words "12 months no interest" instead of "12 months deferred interest" which drastically changes everything. I was not aware that there was a lump sum payment at the end that needed to be paid, after 11 months of paying i got slapped with a $1024 interest charge. Had the employees been upfront about everything with me, I would have paid cash instead of getting the card. Had i known there was a lump sum payment, I could have prepared for that differently. All the details that i was told in store are far different than what is written on my statements, and i was not aware i even had 60 days to challenge the promo terms. Just found that out today too, along with where to access my statements.

  

  Business Response

  Date: 06/15/2023

  **** *** ****
  *** ** ******* ****** ****
  ***** ****** ******
  **** * **** **
  ****** **** ** *****
  **** ********
  
  **** *** *******
  
  I am writing you in regard to the concerns shared by **** *****.  
  
  We are sorry to hear about any frustrations **** may have regarding
  his purchase from May of 2022 and our Helzberg Diamonds Credit Card. We work
  hard to ensure all of our billing statements provide clear and accurate
  information regarding our promotional plans, expiration dates, and pay off
  amounts.  
  
  If **** feels that the incurred interest is not valid, he
  may call ******** **** at ************ and file a dispute.
  
  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:05/24/2023

  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.

  my husband purchased my wedding ring set in September of 2020 right before our wedding in November. By December of 2021 we had to send the ring to be repaired due to a stone missing from the set I received the ring back at the end of 2021 to notice the next day that another stone had fallen out of the set immediately after getting it back I went back to store in which the manager decided to swap that current set with the same exact setting since she had one in store. After wearing this set 2 months it actually ended up going into our safe due to becoming pregnant and I did not put the ring back on until November of 2022 in January of 2023 I spoke with ******** online because a diamond had fallen out again he instructed me to ship the ring and they would inspect the ring I explained how frustrated I was at this point. I received the ring back in February. With my frustration I put the ring back in the safe because I was scared to wear it. Finally my husband convinced me I should wear it so at the end of April I wore the ring for a week. And I was looking at the ring and realized once again a diamond was missing the manager at the local store said she would send it off with all of the information about what we have been thru to see if it possibly they would damage the ring out so I could possibly get another set due to all the issue I received a call today that the ring was tested and they reset 10 stones in the ring and sent it back. The fact that 10 stones had to be reset shows there an issue if I wore the ring one week since having it back from the last time it was sent in. We are so disappointed in the entire experience we have had so far. This was a ring I wanted to eventually pass to my daughter but instead I’m terrified to even wear the ring or it will fall apart.
  
  Something needs to be resolved.

  

  Business Response

  Date: 05/30/2023

  *** *** ****
  *** ** ******* ****** ****
  ***** ****** ******
  **** * **** **
  ****** **** ** *****
  **** ********
  
  **** *** *******
  
  I am writing you in regard to the concerns shared by ******** ********  
  
  We are sorry to hear about any frustrations ******** may
  have regarding her ring and any repairs it has needed. As we want to ensure she
  is happy for years to come, she is welcome to visit the store and speak to
  *****. We are honored to help her find a new ring for equal or greater value,
  with the difference being paid for by her.  
  
  We regret any frustrations ******** has had regarding this issue.
   
  
  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:05/14/2023

  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 walked into the Helzberg Diamonds store located at **** ****** ***** **** **** **** ***** ** ***** Friday May 5th. When I walked in, I was informed that they had a one day event going on and that I was lucky since they were displaying settings ready to have diamonds/stones set on them. I had a diamond with me and I was hoping to find the right setting for it. My stone is a 2.73 carat cushion cut diamond so they didn’t have a lot for the size of my stone. They did seem a bit pushy and nicely aggressive in their approach which gave me the impression all they wanted to do was sell me a piece regardless of anything else. I was initially happy with the setting, I was told to come back an hour and a half later. This is the number one reason why I decided to purchase because I wouldn’t have to wait weeks to get my diamond back. NO ONE at any point mentioned that setting a diamond on this ring will turn it into a CUSTOM piece which translates into a non-returnable or exchangeable item. ALso, NO ONE mentioned that would be a FINAL sale and I mean NO ONE at ANY point. When I went back to the store to pick up my ring, the store was packed, I was handed the ring, I loved it at first glance and walked out immediately since I had spent most of my day on this purchase. I was not given any paperwork for the setting, just the purchase receipt, I was not given a box for the ring, or anything else really. They placed my old setting in a small plastic bag and I happened to lose that the same day. The next day I immediately noticed the diamond was not even centred, not only that, the ratio of my diamond and the setting is off. The setting has a halo and the measurement of that halo does not have the proportions of my diamond. I went back to the store on Sunday May 7th to let the store know what was going on, they did acknowledge the store wasn’t centred but not before an employee tried to tell me that it WAS centred I was just not looking at it right. I was asked to go back during the week when the jeweller would be in. I called the store Monday May 8th to make sure I went to the store at a good time and to ask if I could just exchange the setting for a different setting without halo. That;s when the nightmare started. I was informed they could not exchange or return, that my only option was to have them repaired even when I expressed the concern about the ration/size of the store. The store manager Irene told me straight to my face that they were not going to attempt to fix it, implying that she would let someone else fix the problem, that it would take 2 to 3 weeks. She told me she could not sell that piece back if they took it back like that has anything to do with me and my issue. She really didn’t care about anything I said or any of my concerns. I now only have the option to attempt to have it repaired, which just translates to me NOT WANTING ANYTHING TO DO WITH HELZBERG ever again. I called Irene back to ask once again if I could just exchange the setting and she said no since I had also worn the ring, I let her know they didn’t even bother to give me a ring box and she had the courage to say “ I CAN DO THAT”, I could not believe her but was not really surprised. I regret walking into the store that day, I spent $3,500.00 and I am not stuck with a setting I don’t want. Customer service did nothing for me but to repeat what I had been told multiple times. I don’t want to go back to the store ever again because I know they care about their own interest and nothing else. The piece I bought is from **** ******** and I have already contacted them to file a complaint since Helzberg specifically told me that those pieces are FINAL SALES as well on top of everything. I hope to prevent someone else from going through this. I already started posting reviews and I will continue doing so.

  

  Business Response

  Date: 05/16/2023

  May 16, 2023
  BBB of Greater
  Kansas City
  ***** ****** ******
  **** * **** **
  ****** **** ** *****
  **** ********
  
  Dear Ms. ******,
  
  I am writing you in regard to the concerns shared by *******
  *****.
  
  We are sorry to hear that ******* does not like her custom
  ring. As we want to ensure ******* loves her ring for years to come, all
  parties here at Helzberg Diamonds are actively working with her to find a
  setting she loves. We are honored to make this exception as we are committed to
  ensuring she feels loved and valued by Helzberg Diamonds.
  
  We look forward to assisting ******* with finding a new
  ring.  
  
  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,
  **** ***** * ******** **** ************** 
  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  
  ******** ********
  **** ***** ******* ***** ****** ***** ** *****
  ******* ************** ********** * ************
  ****** ******** ** ******* *** **** ** ** ********
  ***** ******** ******** ** * ********* ******** ********

• Initial Complaint

  Date:05/11/2023

  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.

  On May 5, 2021, I went to Helzberg Diamonds to purchase an 1 Carst Diamond necklace and 1 1/2 carat Diamond earrings. The diamonds were in white gold setting, I paid Helzberg Diamond to put Diamond stones in yellow gold. Service was great. Fast forward to May 8, 2023, I had items appraised-to find out that diamonds are not real, they are labmade diamonds that I was not aware of. Salesperson ****** * did not explain to me that Diamonds were Labgrown. The entire purchase was $6,065.23 for fake diamonds. I’m requesting my full amount back and I will return FAKE jewelry back. You would think that a Corporation would not be lying and manipulating customers about the products they are selling. I am disappointed and upset to think this company is selling fake diamonds. Since the purchase was 2 years ago and I’m just finding out now Helzberg Diamonds has not contacted me to resolve issue. I called Helzberg (***********) and spoke to ***** the manager ( poor customer service) and was told as soon as **** from corporate get back to me he will. No time line! Ask for contact info of **** and was told no wait for him to call you. If this issue is not rectified I will file lawsuit against Helzberg Diamonds.

  

  Business Response

  Date: 05/12/2023

  To whom it may concern, 
  Customer ***** ***** visited our *********** store location on May 5th, 2021. 
  On that day, the customer purchased a pair of natural diamond earrings and a lab grown diamond pendant. This is noted on the receipt, attached. On the receipt it states the pendant is lab grown diamonds and I have highlighted this. 
  Lab grown diamonds are not fake diamonds. They have the exact same chemical makeup as a natural diamond. The only difference is they are grown in a lab. 
  They are grown from a natural diamond seed, meaning a very small chip of a natural diamond, in a controlled environment and are able to be offered at a more affordable price due to the ability to control the specifications of the stone, such as color and clarity.   At this time, we are not able to accommodate the request for a refund as the purchase was made 2 years ago and receipt reflects the correct stone types for both products purchased.
  Thank you for your time, 

  Customer Answer

  Date: 05/12/2023

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

• Initial Complaint

  Date:05/10/2023

  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.

  I walked into the Helzberg Diamonds store located at **** ****** ***** **** **** **** ***** ** ***** Friday May 5th. When I walked in, I was informed that they had a one day event going on and that I was lucky since they were displaying settings ready to have diamonds/stones set on them. I had a diamond with me and I was hoping to find the right setting for it. My stone is a 2.73 carat cushion cut diamond so they didn’t have a lot for the size of my stone. They did seem a bit pushy and nicely aggressive in their approach which gave me the impression all they wanted to do was sell me a piece regardless of anything else. I was initially happy with the setting; I was told to come back an hour and a half later. This is the number one reason why I decided to purchase because I wouldn’t have to wait weeks to get my diamond back. NO ONE at any point mentioned that setting a diamond on this ring will turn it into a CUSTOM piece which translates into a non-returnable or exchangeable item. ALso, NO ONE mentioned that would be a FINAL sale and I mean NO ONE at ANY point. When I went back to the store to pick up my ring, the store was packed, I was handed the ring, I loved it at first glance and walked out immediately since I had spent most of my day on this purchase. I was not given any paperwork for the setting, just the purchase receipt, I was not given a box for the ring, or anything else really. They placed my old setting in a small plastic bag and I happened to lose that the same day. The next day I immediately noticed the diamond was not even centred, not only that, the ratio of my diamond and the setting is off. The setting has a halo and the measurement of that halo does not have the proportions of my diamond. I went back to the store on Sunday May 7th to let the store know what was going on, they did acknowledge the store wasn’t centred but not before an employee tried to tell me that it WAS centred I was just not looking at it right. I was asked to go back during the week when the jeweller would be in. I called the store Monday May 8th to make sure I went to the store at a good time and to ask if I could just exchange the setting for a different setting without halo. That;s when the nightmare started. I was informed they could not exchange or return, that my only option was to have them repaired even when I expressed the concern about the ration/size of the store. The store manager ***** told me straight to my face that they were not going to attempt to fix it, implying that she would let someone else fix the problem, that it would take 2 to 3 weeks. She told me she could not sell that piece back if they took it back like that has anything to do with me and my issue. She really didn’t care about anything I said or any of my concerns. I now only have the option to attempt to have it repaired, which just translates to me NOT WANTING ANYTHING TO DO WITH HELZBERG ever again. I called ***** back to ask once again if I could just exchange the setting and she said no since I had also worn the ring, I let her know they didn’t even bother to give me a ring box and she had the courage to say “ I CAN DO THAT”, I could not believe her but was not really surprised. I regret walking into the store that day, I spent $3,500.00 and I am not stuck with a setting I don’t want. Customer service did nothing for me but to repeat what I had been told multiple times. I don’t want to go back to the store ever again because I know they care about their own interest and nothing else. The piece I bought is from **** ******** and I have already contacted them to file a complaint since Helzberg specifically told me that those pieces are FINAL SALES as well on top of everything. I hope to prevent someone else from going through this. I already started posting reviews and I will continue doing so.

  

  Business Response

  Date: 06/02/2023

  **** ** ****
  *** ** ******* ****** ****
  ***** ****** ******
  **** * **** **
  ****** **** ** *****
  **** ********
  
  **** *** *******
  
  I am writing you in regard to the concerns shared by ******* *****.  
  
  We are sorry to hear about any frustrations ******* may
  have regarding the custom ring she purchased. We have spoken to her and sent it
  to the jeweler for repairs. She is happy with this resolution.
  
  We regret any frustrations ******* has had regarding this
  issue.  
  
  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:05/01/2023

  Type:Service or Repair 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.

  My husband buy a pair of anniversary rings in the year 2010 from helzberg diamons , recently in 04/01/2023 we went to the store to ask for a resize the ring and because of the pandemic we didn’t the inspection of the ring they charge us with 124.99 dlls. The ring was supposed to be ready by 04/18/2023 but the ring never arrived, they call and say to us the ring was lost in transit , and they offered to reembolse the amount that ring cost us or give us another ring , obviously we want our ring , but they says that they don’t have that ring aminore so if we choose an other ring we need to pay the difference , but I feel that is un fear , because that was not our fault and is obviously the ring now are more expensive . the only ting we want is our ring back , we bought that ring because in the resection of 2008 we get in the necessity off sale our weeding rings, and with sacrifice my husband buy those ring to replace the ones we sale. And now again the ring is lost.

  

  Business Response

  Date: 05/08/2023

  We are sorry to hear that her ring was a part of our UPS
  Loss. We regret when this happens. Our policy is to ensure the customer is made
  whole. If we still carry the lost item, we are happy to replace it with a new
  one. If we do not, customer has the option of finding a new item. The new item
  must be equal or greater value than the original, with the difference being
  paid for by the customer. We are happy to apply promotions, if the item
  qualifies for them.
  If the above options do not appeal to the customer, as a last
  resort, we will refund the original purchase price. As the value does not stay
  the same daily, we must base the refund amount on the amount paid.
  We are honored to work with ****** to ensure we find a resolution
  that works with everyone. We are truly sorry this has happened and hope to get
  the chance to make it right.
  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.
  

  Customer Answer

  Date: 05/10/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  Regards,
  
  
  
  ****** ******

• Initial Complaint

  Date:04/28/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The Helzberg site had the I am loved collection on 2 for $149, the marked the items with the promotional text. At check out it wasn't honored and they refused to honor it. Very bad customer service

  

  Business Response

  Date: 05/01/2023

  To whom it may concern, 
  Thank you for reaching out to Helzberg Diamonds customer care. We are sorry that an item was marked incorrectly for a promotion and led to you not being able to complete the purchase online. 
  I do show that you were communicating with a care agent who advised we were happy to honor the promotional pricing for you with a manual order. You have declined the offer but if you would like to complete the order for the 2 at $149.99 please follow up with the agent and they will re-set the order up for you.
  Helzberg Diamonds appreciates you bringing to our attention the item that was marked incorrectly for the promotion so we are able to correct that on our end. 
  Thank you for your time, 

  Customer Answer

  Date: 05/01/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  Complaint: ********
  
  I am rejecting this response because: the company has used false business practices and lied to me over and over. I was contacted and told that the necklace I was told I could purchase was not available. I have no guarantee they will actually honor the pricing or ship once I have paid

  Regards,
  
  ******** ***** *******

  

  Business Response

  Date: 05/03/2023

  To Whom It May Concern:
  We are sorry to hear that ******** is rejecting our response. As members of the American Gem Society, we hold integrity to the highest standard and want to ensure all of our valued customers feel loved.
  We can understand why ******** feels the promotion was misleading as there was an error on our end. As the error is ours and not fault of the customers, we are happy to honor the promotion for her. As one of the pendants she chose does not technically qualify, this order would need to be placed manually, which does take a bit longer to process.
   As for the discrepancy in inventory, we are really sorry for that. We have multiple ways of fulfilling our orders and our inventory is not updated in real time. It is possible the I Am Loved pendant was showing out of stock this weekend then on Monday, we did have a few available. We do understand the importance of ensuring our inventory is updated in real time and that is something we moving towards every day.
  While we cannot change ********'s last experience with us, we do hope that in time she will see how truly sorry we are and give us another chance to show her the Helzberg Diamonds experience we strive to provide on every interaction. She is welcome to reach out if she changes her mind on purchasing the two pendants from our beautiful I Am Loved Collection.
  

• Initial Complaint

  Date:03/30/2023

  Type:Service or Repair 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.

  I recently filed a support request #******* with Helzberg. 14 years ago I purchased my wife's wedding ring from Helzberg and had them customize it with a heart shaped Lab-created ruby as the engagement ring instead of the typical diamond engagement ring and a wedding ring wrap to complete the wedding ring. Along with the ring, I purchased the lifetime extended care plan which I was told at the time would cover the whole ring and that if any of the gems were damaged or lost, as long as I was current on my inspections, they would replace it/repair it as well as providing me with free repairs to the ring if needed and free resizing if needed. The person who sold me the ring gave me two inspection cards to fill out every six months and hand wrote w/Ruby on all of the cards she gave us. We asked why she wrote that on the card and she said that the way she did that because of the way she had to put the ring into the system she wanted to note that the ruby was included and not to worry because they would take care of it. Once she left, it wasn't great. Every time a new manger has come in we have had to convince them that the ruby came from Helzberg and not a third party. I contacted support for help, tired of the argument whenever we asked them how the ruby was doing. After a lengthy back and forth between me and support they finally verified the ruby did come from them, but then said they refuse to cover it still because my LCP does not list the ruby and lab-created rubies would not have been covered then anyways, and then told me that extras can only be added within 30 days of purchase and since it is past that they can't add it. I had no way of verifying what was or was not on the LCP when purchased, all I had was the word of the associate and the promise that Helzberg would always take care of me. Now I have trust issues and refuse to do business with them any more. LCP contract numbers ************ * ************

  

  Business Response

  Date: 04/03/2023

  I am writing you regarding the concerns shared by ****** ********
  We are sorry to hear about any frustrations ****** and *** **** have had regarding her ring and our Lifetime Care Plan. Our records show
  the ring was purchased in 2008, with the Lifetime Care Plan for the semi-mount
  ring and the wrap. We also show there is a repair set up with notes asking for
  an estimate for a lab grown 6 x 5 heart shaped ruby. There is a repair charge
  of $164.99. This would be for the cost of the stone. As this was set up as a
  repair, the actual purchase of the ruby is not on file. In order to have a
  Lifetime Care Plan, we must have an item number. As we do not, the stone is not
  covered. However, as this was set up incorrectly to be able to offer this
  service, we are going to honor it for the stone. I am having a card sent to him
  that may help clear up any questions the stores may have.
  I hope this shows ****** how truly sorry we are for any
  frustrations we have caused him or **** ********
  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.

  Customer Answer

  Date: 04/03/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you for your assistance. 
  
  Regards,
  
  ****** *******