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

  
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  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:03/06/2023

  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 saved for two years to buy my ring , it was my bucket list because I’m in hospice care basically I’m dying . Helzberg jewelry did a bait & switch , they had tge sand ring I saved for two years but when I went in to buy it they said someone had just bought it , so they had to order it took two weeks but tge big problem is it’s not the same ring , the diamonds are smaller and very low quality , the old bait and switch . I want my ring replaced with what I initially agreed on , I think it’s sad that they bait & switch to a dying person and they knew it . I tried to resolve this issue but nobody returned my calls or email , . I have photo proof

  

  Business Response

  Date: 03/07/2023

  To Whom it May Concern,

   

  Mr. ******* first contacted us in May 2021 with interest in purchasing item# 2223273. In the initial request we received, he had requested a 50% discount due to the fact that he was on hospice. We wanted to try to assist him in some fashion given the circumstance he shared, but were not able to accommodate that request. Alternatively, we had offered a savings of approximately 20% for this ring. He continued to reach out to our Customer Care team about 8 more times requesting a larger discount due to his circumstances of being on hospice. In each, we explained that we would not be able to provide any further of a savings. He decided to make the purchase in one of our store locations on 4/30/2022 where the offer of the 20% savings was honored for him. 

  He had also reached out to our Parent Company, ********* ******** in May 2021 where he stated he was not being assisted by us. In an email received by Mr. ******* on 5/12/2021, he confirmed he stated he reached out to the Peter Hathaway foundation. attempting to get help on the ring he wanted to purchase.

  After further communications with Mr. *******, he ended up contacting our Customer Care team on 5/2/2022 to let us know that he had done so and that he was told by the store it would arrive around 5/3/2022 for him to pick up. Then, on 5/3/2022, he contacted us via email to express his displeasure with the timeframe of receiving his ring. Our team contacted the store who explained that they did not have this particular ring in stock and had to order it in from another one of our store locations. That store was a bit confused as to how to complete that and it delayed the arrival by one day. Mr. ******* was able to pick up his ring on 5/4/2022, one day after the estimated arrival date provided. It appears it did not arrive sized, so the store associate had it brought to our jeweler and was back in store for him within one hour of that. The store associates placed the ring on the size mandral showing that it was sized to a 9.25 as requested as well as his request to test the diamonds, which was accommodated. At that time Mr. ******* left the store where he appeared happy and very much appreciative per the associate assisting him.

  There is no indication that Mr. ******* received any other ring other than the one he purchased. At this time, I would request an image of his ring that he has along with an understanding of how he is determining that his stones are of lower quality and smaller as he states. Please also see the attachments above that show what he purchased, the image we have of that item# and the email he sent requesting this ring with an image he provided us.

  If Mr. ******* would be willing to provide me with a photo of the ring as well as clarification on how he is determining the size and quality of the stones, I'd be happy to discuss that further with him.

  Sincerely,

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

• Initial Complaint

  Date:03/01/2023

  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 took my ring into the Arlington Park Shops Mall location on Monday, January 16, 2023, to have my wedding ring repaired. The arm/prong that holds up my main diamond had broken off. The associate informed me that because I had not been in to have my ring inspected since 2020, that they would not be able to honor the lifetime warranty that we purchased. I explained to the associate that I had been keeping up with the inspections on all of my pieces, until the COVID-19 pandemic. This visit was literally the first time we had been in the mall since 2020. The associate stated that they would still not be able to honor the warranty, and that the damage to my ring was also not considered "normal wear and tear", so it wouldnt be covered anyway. Which I did not understand, because there was nothing I had done personally for the prong to break. Another associate came to assist, and offered to send the ring to corporate to see if they would honor the warranty. If not, I was told that I would receive a call back to offer another option. 
  
  I had not heard from Helzberg, so I called to check on the status on January 25, 2023. I was told that a decision had not been made, but that it showed it was not ready. 
  
  I called back on February 8, 2023, and this time I was told that corporate would not honor the warranty. I asked if they explained the pandemic situation, and that my inspections were current, up until that time. The associate stated he would call to speak with someone and let me know what was said. He called back shortly after our conversation and left me a voice message stating that he had good news. Corporate said they would honor the warranty and fix the ring. He told me that he wasn't sure how long it would take, but that someone would give me a call when it was sent back and ready for pick up. 
  
  I received a voice message from the store manager, today, March 1, 2023, informing me that my ring was sent back, with a note from corporate stating that the ring was "damaged beyond repair", and that because I had not been in for inspections, that they could not fix it at all. I explained to her the voice-mail that was left on the 8th, and she told me that she didn't know with whom I spoke with, but she was the only person who could give that information, as she is the one who receives emails from corporate. I asked if there was a number for corporate so I could call and speak to someone myself, and I was told there was not. I was considerably upset about this decision,  and, the amount of time it took for nothing to be done. I told the manager that no one offered any other options, as they mentioned. She stated that I could possibly purchase another setting, and that once it was paid for, my warranty would start over and the entire ring would be covered. She also told me she would text me her personal cell phone number so that I could let her know when I planned to go into the store. She stated that if she was not at the store when I was able to go, she would inform the staff of what we discussed. I have yet to receive that text. 

  

  Business Response

  Date: 03/17/2023

  I am writing you in regard to the concerns shared by **** *****
  We are sorry to hear about any frustrations **** may have
  regarding her ring, our Lifetime Care Plan and the pandemic. I have researched
  this and will reach out to the customer to work towards a resolution.
  We regret any frustrations regarding with 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:02/25/2023

  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 purchased a new ring for my wife less than a year ago and after this experience, would never purchase anything from Helzberg again. Within 2 days, the diamond fell out of the ring. We sent the ring back to be repaired and got it back about a month later. After getting the ring back, the same diamond fell out days later. After sending it back again, the package was “lost” in the mail. When contacting customer care, they blamed us saying we must not have placed the ring in the correct return packaging. It was eventually found, fixed and returned just to have the same diamond fall out AGAIN. By this time, helzberg had just sent a “new” replacement ring. After a few weeks, the diamond fell out again in the new ring. We went into the Helzberg store to see what they can do to resolve this. The manager in the store basically blamed my wife for the issues, and said “it’s not meant to be worn like that, and if you hit your hand on anything it will fall out”. Why would someone spend hundreds of dollars on a ring from a “reputable” company just not not wear the ring because by her logic, it’s not meant to be worn. We had asked that she process a repair again, to which she said her store doesn’t deal with repairs and we would need to go into a different helzberg. The impression that I got was that she was just trying to pass us off and be someone else’s problem. She even went as far as lying and saying they didn’t have repair slips there, which another employee there confirmed that they did. She recommended we pay out of pocket to get it soldered. Why pay for a lifetime warranty on a ring to pay out of pocket on clearly a manufacturers flawed product? So now we are left with another broken ring and a jeweler that clearly does not care enough to find any real resolution. At this point, I just want my money back so we can buy a ring from a different company.

  

  Business Response

  Date: 03/09/2023

  I am writing you in regard to the concerns shared by ******* *****.
  We are sorry to hear that **** and ***** have had issues
  with her band. I have been in contact with them both and we have agreed to exchange
  this band for a new one of equal or greater value, with the difference being
  paid for by the customer.  We will continue to work with them to find the perfect resolution.
  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

• Initial Complaint

  Date:01/30/2023

  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.

  Just before Christmas of 2022 me and my family walked into Helzburg diamonds at the cypress outlets in Cypress Tx, and we asked about the Rolex watches they had advertised on the window. The employee ushered us to a small room on the side and showed me a few watches and I chose a watch from their inventory and went upfront to pay for it. we left that night happy with our new purchase but later that week my daughter dropped my watch and broke the "sapphire lens" when she dropped the watch so I called the next day to helzburg diamonds and asked if they could fix it, they told me yes but it would take a few weeks time. I didn't have the time to wait as I was leaving on a flight in a few days so I told them I will just send it to a Rolex dealer when I arrived back home in japan. when I arrived back to japan I sent the watch to Rolex and they informed me they would not fix the watch as its not a genuine product and told me I should send it back to whomever I bought it from. I contacted Helzburg Diamonds about this and was told that the assistant manager would contact her regional manager and let me know what they could do, I have been more than patient while waiting for their response to this $12,000 mistake but they seem to be playing it off as if its nothing and if they ignore me long enough that maybe I will just go away. One would think that if this was really as important an issue as they told me it was to them that they would at least contact me with an update but instead I have had to wait up till 2 A.M. my time to call them and for them to just tell me they have no update yet. This is starting to seem as if they knew about the issue and still sold a fake Rolex which would make it fraud.

  

  Business Response

  Date: 02/02/2023

  To whom it may concern, 
  
  Helzberg Diamonds customer care is sorry to hear that Mr. *******' watch was broken and that he was not able to get it repaired prior to leaving the country. Our management team at the ******* ******* ******* did attempt to set up the repair but it does take a couple of weeks to complete. 
  
  Mr. *******' advised the store manager he would take it to a Rolex store for repair in Japan and the store manager advised that they typically will not work on the watch because it was purchased from a company that is not an authorized Rolex dealer and because the crystal on the watch face is replaced.
  Any of the parts that were replaced and are after market are noted on the certificate that the customer receives at the time of purchase, with the watch. 
  
  This is shown to the customer prior to purchase along with the customer being informed the watch is a final sale. 
  
  The store has advised that when Mr. ******* is back in town they would be happy to assist with the repair and the repair charges, once the watch has been reviewed to make sure there are not additional repairs needed than last seen. Mr. ******* can set up an appointment with store management for this or Customer Care would be happy to set up the appointment on his behalf, when he is back in the US. He can reach out to us and reference ticket number ********
  
  Thank you for your time, 

  Customer Answer

  Date: 02/05/2023

  *** ****** ** ** ******** **** ****** ** * ****** *** **** **** ** * ****** *** *** *** ********* *** ********* ** ** ****** ** ******** **** ********* **** ** ****** ** ******* **********
  
  ********** ********
  
  
  
  I am rejecting this response because: the store did non of which they are claiming they did. I was not told about the aftermarket parts before this whole thing happened and I was not told the Rolex store would not repair my watch, the fact this store would lie about these issues is similar to them spitting in my face and laughing about them selling me a fake Rolex and telling me there is nothing I can do about it.
  
  
  
  ********
  
  *********** *******

  

  Business Response

  Date: 02/08/2023

  To whom it may concern, 
  
  The regional manager for this store location spoke to Mr. ******* on February 3rd and at that time went over the documentation, with Mr. *******, that he was provided at the time of purchase. 
  This documentation confirms the watch was sold as a pre-owned Rolex and  that the Sapphire Crystal and Diamond Dial are non-Rolex parts. 
  
  All of our customers who purchase Rolex watches at our store locations are provided this documentation at the time of purchase. 
  
  During this call, the regional manager also provided Mr. ******* with options. 
  The first option would be that Helzberg would assist with discounting the repairs so that the watch is back in wearable condition for Mr. *******. 
  
  The second option was for Mr. ******* to pay for the repairs in full to get the watch back to sellable condition and then the watch could be returned for store credit. 
  
  At the time the offers were made, they were both rejected by Mr. *******. We are keeping the two offers available to the customer, at this time.
  
  Thank you, 

• Initial Complaint

  Date:01/22/2023

  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.

  Helzberg stole my money and won’t return my emails.

  

  Business Response

  Date: 01/24/2023

  To whom it may concern, 
  Helzberg Diamonds would like to apologize for the experience you had on your recent order with us. 
  After reviewing your order, I show that the representative assisting you did not disclose the timeframe for the order and that it can take up to 15 business days to process on a manual order. 
  While the order did not end up taking that long, it did take longer than just ordering online, and you should have been provided that information. 
  I want to apologize for this and that the estimated delivery timeframe was not provided to you until after you had paid for and placed the order. 
  I also want to apologize that you were not followed up with in a timely manner. This added to your frustration and you should have been followed up with within 24-48 hours. 
  We are addressing this with the representative that was assisting you with the order to provide feedback on how this was handled. 
  I do show your order shipped yesterday with overnight shipping and arrived to you today. I was also able to confirm you were not charged for shipping on the order.
  I cannot change the experience that you had with us but I will be requesting a $50 Helzberg Diamonds gift card to be mailed to you. I hope you will give us another opportunity and this gift card can be used at your nearest store location or you can reach out to me and I will be happy to assist you with setting up an order to use the gift card. 
  I will follow up with you personally to provide tracking information for the gift card once it is mailing out to you. 
  Thank you for being a Helzberg Diamonds customer and I again want to apologize for this order experience. 

• Initial Complaint

  Date:01/20/2023

  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.

  I purchased a 14kw 24" 3.9mm square Franco necklace for my daughter from Helzberg diamond on 11-8-2021. The cost was $2294 before taxes and after taxes it was $2517.67. I faithfully paid on this item every month to this present day. I have always paid early never missing a payment and always paid more than the minimum payment. After recent months of dealing with the diagnosis of multiple myeloma and surgeries ive finally gotten around to examining my accounts just to find out that my Helzberg account has a current and revolving balance of $2777 a couple of hundred dollars more than i started the original account some 16 months ago. I am shocked and alarmed to say the least to find my account with such a balance after 16 months. I cannot help but believe that Helzberg is over charging me with finance cost, compounded interest etc. They are definitely exhibiting fraudulent, shady, and unscrupulous business practices. In short, i am being ripped off on the biggest scale. I NEED YOUR HELP PLEASE.

  

  Business Response

  Date: 01/31/2023

  
  ******* *** ****
  *** ** ******* ****** ****
  ***** ****** ******
  **** * **** **
  ****** **** ** *****
  **** ********
  
  Dear Ms. *******
  
  I am writing you in regard to the concerns shared by ****** ******* **** 
  
  We are sorry to hear about any frustrations he may have
  regarding interest on his account. Mr. ******* paid three purchases between
  November of 2021 and January of 2022. One was set up for deferred interest for
  12 months and the other two were on revolving credit. Payments are always
  applied to the oldest purchase first. As the two revolving credit purchases
  were not paid for in full, they have been incurring interest since purchase.
  The original purchase was not paid for full prior to 11/9/22, therefore, interest
  was added to the full purchase amount. All information regarding the payments
  and the plans are included in the billing statement.
  
  Mr. ******* has spoke to Comenity Bank to close his
  account. As he has declined to make additional payments, he will continue to
  incur interest. We recommend paying this in full to avoid additional charges
  and fees.
  
  We regret any frustrations regarding this purchase.
  
  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:01/17/2023

  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.

  My husband purchased my ring from Helzberg in 2016, 5 days after I received it we took it into have it sized. I noticed on our way into the store it was missing a diamond and told them then they said it would be repaired. I was also informed that the main stone needed to be replaced completely as it was cracked.
  I believe it was 2018 when we had to take it in for a second time to replace missing stones. Reading other complaints it doesn’t surprise me this is a consistent issue with Helzberg.
  December 2022 I noticed it was again missing a smaller diamond. As a mother of 3 small children and a teenager I wasn’t able to rush in and take it that day and didn’t think much about it. Two days later my ring completely snapped in half. Having the lifetime care package I didn’t think much about it. I sent it in and the “master jeweler” said that it was a “high impact” break and therefore not eligible for repair or replacement. As a stay at home mom whose days consist of basic mom duties this was laughable at best. It’s obvious the missing diamond weakened the integrity of the ring which was a direct result of normal wear and tear and doesn’t take a master anything to figure that out. They offered me 200$ off of the engagement ring (nothing back yet about the wedding band it’s soldered to) which was barely 15% in savings, it’s insulting. The fact that what they sell to be a wedding ring isn’t able to make it 6 years without needing multiple repairs/replacements is absurd.

  

  Business Response

  Date: 01/26/2023

  To whom it may concern, 
  I am reaching out to you regarding ******* ******** and her frustration regarding her ring and the Lifetime Care Plan. Our Lifetime Care Plan will cover the cost of normal wear and tear repairs for the life time of the piece. It does need an inspection every six months and does not cover theft or complete loss. Diamond loss, especially on accent diamonds, can be common as gold is very soft and the prongs are so small that hold these diamonds in place. It is easy to get them caught on something. The loss of an accent diamond would not lead to extensive damage on a ring such as bending the halo of a ring, snapping the band, or the chipping of multiple diamonds. That is the current damage to this ring.
  Our master jewelers at our corporate office reviewed the ring and determined that the extent of the damage is reflective of something occurring that is beyond normal wear and tear. As a result, we are unable to replace it under the Lifetime Care Plan. 
  We regret any frustration this may cause ********
  We are happy to assist the customer with finding a new item and applying the best available discount we have to the piece. 
  Thank you for your time,
  

• Initial Complaint

  Date:01/13/2023

  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 took my engagement ring in December to have 2 diamonds replaced and I paid at the time I left the ring there. I got a phone call later saying that 2 more diamonds needed to be repaired and they gave me the price so I allowed them to proceed. Then right before Christmas they told me my ring was ready and that the price was hundreds more than what they told me. Apparently they needed bigger diamonds and a new setting and they went ahead and did it before getting my permission. Now they refuse to resolve this issue with me and won't return my calls. My ring is still with them.

  

  Business Response

  Date: 01/24/2023

  I am writing you in regard to the concerns shared by ******* *****
  We are sorry to hear about ********* frustration regarding
  her ring she took to our Haywood Mall location for repairs. I am sorry for any
  miscommunication that may have happened regarding the estimates for the repairs
  needed. Our records do show that she did approve the second quote, as well as
  the first.  We also show that she did
  pick up her ring on January 16, 2023 and paid for the repairs in full.
  
  We are sorry for any inconvenience this has caused and
  appreciate ******* giving us the opportunity to make this right. We value her
  feedback and hope that in time, she will give our Haywood Mall location 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 
  

• Initial Complaint

  Date:01/05/2023

  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.

  My boyfriend bought an engagement ring from Helzberg Jewelers in South Hills Village in Pittsburgh Pa on December 13th 2022. When he went to the store the sales representative showed him a setting without a center stone in the middle. Once he had decided that setting was the one he wanted the sales representative pulled out multiple diamonds in solitaire settings and instructed him to choose a diamond from one of these rings to go in the setting that he selected. The instructed him that he needed to buy both rings to receive a center stone since the setting did not have one. At no point did the sales representative disclose that this was a custom ring. He was promoted to choose a diamond to be set. There was no information given that this setting would then be exempt from the return policy given that a diamond was put in the setting. The sales representative did not offer him an alternative loose stone or any alternative to fill the space in the setting. He paid $3,300 for the ring. When he bought the ring the sales representative told him that he had 30 days to return it. On January 2nd we went back to Helzberg to look at different rings since we decided not to get engaged. Once again the sales representative took our information and looked at our receipt and said we had until January 12th 2023 to return it. On January 5th we went to return the ring and was told that this ring was customized and therefore could not be returned because they set the diamond in the setting. I called customer service and got the same response. I feel like the sales representative took advantage of him by not making him aware that this ring was custom and by making it seem as though he needed to buy the ring and stone separate. In addition they were reassuring that the ring could be returned. We are not having to pay on a ring when we are not engaged because Helzberg would not allow us to return it despite their instructions. The ring is not worn, damaged, or sized.

  

  Business Response

  Date: 01/13/2023

  To whom it may concern, 
  Helzberg Diamonds is sorry to hear if there was any confusion about our return/exchange policy. Our store employees are instructed to communicate when items are going to be a final sale so that the customer is fully aware of this prior to purchase. 
  The policy is also noted on the customers receipt and online. 
  We also want our customers to be happy with the purchases they have made. We have followed up with store management to let them know about the feedback and please have the original purchaser follow up with them if a resolution is still needed. 
  Thank you for your time, 

• Initial Complaint

  Date:12/21/2022

  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 placed an order on 12/14/22 and was told I would receive my product on 12/16/22. My order number is ********. I contacted customer service multiple times to receive an update and was told I wouldn’t receive until next week Thursday, 12/22 as it had to through quality checking. I then requested to cancel the order and a refund and was told that I could not because the order had already shipped out and I would receive it Monday, December 19. I then contacted them again and was provided by a tracking number from fedex of #************ and was told it would arrive by the end of day December 20. Today, I tracked it and it states that only a label has been created. I spoke with them again and they said they do not have an update on my order and they would open a ticket to request a refund. I have been getting a complete run around with this company and feel as though I will not receive my refund. I have had no resolution from this company and believe that I am getting the run around or possibly scammed.

  

  Business Response

  Date: 12/23/2022

  Thank you for contacting Helzberg Diamonds customer care.

  We would like to apologize for the order experience you had. 
  Helzberg Diamonds always wants your shopping experience to be positive and as smooth as possible, but your order was delayed and then due to slower response time in Holiday Season there was an additional delay of cancelling and refunding your order as quickly as we would have liked. 
  
  I can confirm that your order has been refunded today. You have received a full refund of $132.49 on the order. Please note it can take a couple of business days for you to see this on your end. 
  
  I again want to apologize for the order experience you had.