ComplaintsforHelzberg Diamonds Shops, Inc.

• Initial Complaint

  07/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Husband purchased ring on Dec. 3 for our 40th anniversary. Gave it to me on Dec. 29, our anniversary. Wore the ring for approximately 4 months and then a diamond fell out of the ring. Contacted Helzberg and after receiving the run around for a few weeks we were finally able to return ring on May 24th. We were told the ring would take 4 to 6 weeks to repair. Did not hear anything from the company so after a few weeks we contacted them. I sent repeated emails, 4 in total and many calls. When/if I received a response the only information I was given was they were still working on it and they would contact me with an update. I NEVER received an update with expected repair completion. On June 24, I spoke with **** who told me she had no new information but had requested another update at this time I requested a refund. I never heard back from her. On July 8th I sent out another request for information, I did not receive a reply. On July 9th I called the company and requested a refund. I was told they could not do that. On July 11th ****** responded back and said they had been really busy but asked if they would move my ring up in the repair process. July 22nd, I still had not heard anything from the company so called again, I was then told that the ring had still not been repaired and they were looking for a stone. I again asked for a refund and was told they could not do that. I asked to speak with a manager or someone who could refund my purchase. I was not directed to a manager but the person on the phone, ******, told me she was in contact with them and that they could not refund my money but the ring should be repaired on Sept. 4th. I again asked for a refund and was told no. I was told repairs could take 8 to 10 weeks. I informed them that the ring had been sent back on May 24th so Sept. 4th was beyond their 10 weeks. She responded they were busy. I again asked for a refund and was told no.

  

  Business response

  07/25/2024

  July 25, 2024
  BBB of Omaha
  ATTN: Disputes Department
  11811 P Street
  Omaha NE 68137
  Ref* ********
  
  To Whom It May Concern,
  
  I am writing you in regard to the concerns shared by ***** ******.
  
  I am sorry to hear about ******* frustrations with her ring. As the ring is not defective and it is past our return policy, we are happy to continue with the repairs needed.
  
  While we do understand her frustration with the repair time frame, there times it may take longer than originally quoted. We are working hard to get her ring back to her as soon as possible.
  
  Once the repairs are completed, we will provide tracking.
  
  If there are any further questions, or needs, please do not hesitate to reach out to me directly at [email protected]. Thank you for your time and attention to this matter.
  
  
  Sincerely,
  **** ***** • Customer Care Specialist  
  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  
  HELZBERG DIAMONDS
  **** ***** Avenue, North Kansas City, MO 64116
  direct: 1-800-HELZBERG (435-9237) • helzberg.com
  Follow Helzberg on Twitter and Join us on Facebook
  ©2017 Helzberg Diamonds is a Berkshire Hathaway company.

• Initial Complaint

  06/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was told my account was closed 4 years ago. You have had it down that I owe you guys $5 for the past 4 years which has completely ruined my credit score. I did not get any notification that I owe you that $5 at all. Not by phone, email, or mail. I am in dire need of buying a residence and this has prevented me from getting my credit to a place where I qualify for that. 4 years is a ridiculous amount of time to have that and not even get a collections call. My phone number has not changed since this happened. I don't even have the name, confirmation number, or receipt because it has been FOUR YEARS.

  

  Business response

  06/13/2024

  June 13, 2024
  
  BBB of Omaha
  ATTN: Disputes Department
  11811 P Street
  Omaha NE 68137
  Ref: ********
  
  To Whom It May Concern,
  
  I am writing you in regard to the concerns shared by ***** *******.
  
  I am sorry to hear about his frustrations regarding his account. For his protection, we cannot see his personal account information. He will need to call the number showing on his credit report as it sounds as if it was sent to collections.
  
  If there are any further questions, or needs, please do not hesitate to reach out to me directly at [email protected]. Thank you for your time and attention to this matter.
  
  Sincerely,
  
  **** ***** • Customer Care Representative 
  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  
  HELZBERG DIAMONDS
  1825 Swift Avenue, North Kansas City, MO 64116
  direct: 1-800-HELZBERG (********) • helzberg.com
  Follow Helzberg on Twitter and Join us on Facebook
  ©2017 Helzberg Diamonds is a Berkshire Hathaway company.

• Initial Complaint

  06/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought an engagement ring in the beginning of April of 2023. I purchased this from a Helzburg store in person and I did so by opening a credit card with them and doing a 12 month financing plan. The credit card is through ******** bank. Now when I purchased the ring I was not told really anything regarding the 12 month financing plan. I didn't receive the card until the end of April. For the first couple of months, they just had the minimum payment being paid on the card, not the amount needed for the 12 month financing. After 2 months, I realized and set automatic payments to $375 a month, calculating the total cost of the ring divided by 12(I did not take into account the first 2 months). I did not really keep tabs on the card other than checking that the $375 was taken out every month. In may of 2024 I checked to make sure the card was zero'd out and notice the $1,209.37 charge of interest for not paying the 12 month financing on time. I have tried calling Helzburg, they tell me I need to call ******** for this issue. When I call ********, they tell me it would need to be Helzburg who gives us a refund. Being that I am not getting any resolution from either customer service, that led me to filing this complaint.

  

  Business response

  06/13/2024

  June 13, 2024
  
  BBB of Omaha
  ATTN: Disputes Department
  11811 P Street
  Omaha NE 68137
  Ref: ********
  
  To Whom It May Concern,
  
  I am writing you in regard to the concerns shared by ****** *********.
  
  I am sorry to hear about his frustrations regarding his account. For his protection, we do not have access to his personal account and he would need to speak to ******** at ###-###-####.
  
  If there are any further questions, or needs, please do not hesitate to reach out to me directly at [email protected]. Thank you for your time and attention to this matter.
  
  Sincerely,
  
  **** ***** • Customer Care Representative 
  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  
  HELZBERG DIAMONDS
  

• Initial Complaint

  05/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  An employee named ***** at the location in Parks Meadows Mall, Centennial Colorado, coerced me into getting a credit card to purchase my wedding ring with the assurance of a mothers day promotion(no interest for 6 months). There was no promotion, and the interest rate is astronomically high. The ring totalled at ~$3,008 with daily interest being accrued.

  

  Business response

  06/05/2024

  
  June 5, 2024
  BBB of Omaha
  ATTN: Disputes Department
  11811 P Street
  Omaha NE 68137
  Ref: ********
  
  To Whom It May Concern,
  
  I am writing you in regard to the concerns shared by ******* ******
  
  I am sorry to hear she is frustrated with her recent purchase. While I cannot speak to a conversation, I was not a part of, I can speak about our crediting processes. When applying for credit, the customer is provided an iPad that they use to complete their information. Our account options, with available plans will be displayed upon approval. This customer was approved for our Private Account powered by Concora. This option does not have a deferred or interest free option. If she is looking for a deferred interest option, she is welcome to apply for our Helzberg Diamonds Credit Card powered by Bread Financial (Comenity Bank).
  
  If there are any further questions, or needs, please do not hesitate to reach out to me directly at *******@helzberg.com. Thank you for your time and attention to this matter.
  
  Sincerely,
  
  **** ***** • Customer Care Representative Specialist
  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  
  HELZBERG DIAMONDS
  1825 Swift Avenue, North Kansas City, MO 64116
  direct: 1-800-HELZBERG (435-9237) • helzberg.com
  Follow Helzberg on ******* and Join us on ********
  ©2017 Helzberg Diamonds is a Berkshire Hathaway company.

  Customer response

  06/06/2024

  ********** 21770773
  
  I am rejecting this response because:
  

  The purpose of this inquiry was to highlight the inadequate buisness practices orchestrated by the staff at this location. False promises in conjunction with misleading signing procedure has lead me to this predicament.

  I have several complaints pending on this matter and I hope an adequate resolution is reached in a timely manner.

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

• Initial Complaint

  05/13/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We bought a wedding ring for my husband in '21. We took it in Feb '24 to have it polished per our warranty. We were advised that a diamond was loose & it had to be sent to another jeweler to be repaired. When it finally returned to the store for pick up the ring, it was a different ring. It had been altered/changed. The store mgr, ****, acted as if we were crazy & we didn't know what our ring looked like. We have had this ring for 3 years, we obviously know the weight, all the characteristics of the ring & everything about it had been changed. We were talked down to & belittled. We left the ring at the store. We were referred to customer care were we spoke to ****. She advised us on 04.30.24 that her Supervisor ***** would call us back in 2 days, never heard from him. We called back on 05.06.24 & spoke with *******, she stated that the Regional Mgr ***** ******* would call us back by the COB on 05.07.24 we have not heard from him either. This is frustrating that this company has dropped the ball & not one person contacted us back. This is our wedding ring & for this company to have a lack of concern for a sentimental piece for us is unforgiveable. How can this be repaired. We want our ring put back in its original form, the original weight, with the original diamonds. How can no one from the company not call us back to give us an answer as to what can be done. The original specks of the ring can be located &we are being told they can't locate this information, which is a lie. This is wedding piece, you can not replace our history, and your motto is 'How can we make you feel loved', right now you are not making us feel loved. My husband has been without his ring for 3 months. This is unacceptable. We have already spent the money, it not about the money, but at this point we are seeking to hire an attorney to get this resolved.

  

  Business response

  05/16/2024

  Tell us why here...May 16, 2024
  
  BBB of Omaha
  ATTN: Disputes Department
  11811 P Street
  Omaha NE 68137
  Ref: ********
  
  To Whom It May Concern,
  
  I am writing you in regard to the concerns shared by ****** *******.  
  
  We are sorry to hear that she feels as if the ring is not her husband’s. We have determined the ring is her husbands’. As she is upset, our Regional Manager gave her the option of adding a new, heavier shank or exchanging it for another item that is equal or greater value, with the difference being paid for by her. The store would love to hear from her once she makes a decision.  
  
  If there are any further questions, or needs, please do not hesitate to reach out to me directly at ********************. Thank you for your time and attention to this matter.
  
  Sincerely,
  
   .  .  .  .  .  .  .  .  .  .  .  .  .  .  
  HELZBERG DIAMONDS
  
  

• Initial Complaint

  05/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am writing to address a matter of significant concern regarding the engagement ring purchased from Helzberg Diamonds located in Hanes Mall, Winson-Salem, NC on April 1st, 2023. Over the course of the past 11 months, the ring has unfortunately required four separate instances of repair due to recurrent issues with diamonds becoming dislodged. The replacement ring provided has encountered the same aforementioned problem. As a consequence, I find myself, once again, without the ring for an extended duration, thus exacerbating an already distressing situation. In our earnest pursuit of resolution, I have maintained regular communication with both the store and your customer service representatives for a period spanning close to four weeks now. Regrettably, despite assurances to the contrary, the promised updates have yet to materialize, leaving me in a state of uncertainty and dissatisfaction. Given the imminent nature of my forthcoming wedding, which is scheduled to take place in just four weeks' time, the mounting stress and uncertainty surrounding this unresolved issue are markedly impacting both my emotional and physical well-being. In light of these circumstances, and in consideration of the persisting quality concerns, I am compelled to request a full refund for the aforementioned engagement ring.

  

  Business response

  05/16/2024

  May 16, 2024
  
  *** ** ***** ***** ******** ********** ***** * ****** ***** ** ***** **** ********
  
  To Whom It May Concern,
  
  I am writing you in regard to the concerns shared by ***** *******.  
  
  We are sorry to hear that Ms. Gibbons is not happy with her ring and would like a refund. All of the repairs that have been needed are due to normal wear and tear and not a defect in the ring. We are happy to repair this under her Lifetime Care Plan, ensuring there are no fees for this.
  
  As she no longer loves this ring, we are happy to make an exception and allow for another warranty replacement or an exchange. The exchange can be for a different style, as long as it is of equal or greater value, with the difference being paid for by the customer. We are happy to work with her on what this will look like and the process.
  
  If there are any further questions, or needs, please do not hesitate to reach out to me directly at [email protected]. Thank you for your time and attention to this matter.
  
  ********** **** ***** * ******** **** **************  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *   ******** ******** **** ***** ******* ***** ****** ***** ** ***** ******* ************** ********** * ************ ****** ******** ** ******* *** **** ** ** ******** ***** ******** ******** ** * ********* ******** ********

• Initial Complaint

  05/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Me and my boyfriend stopped by Helzberg store on April 18 to see what engagement rings they have that we like. As we were looking through rings we realized that ring we like they don’t have in stock. But salesman reassured us that they’ll find what we need we just need to wait couple weeks to put diamond in platinum ring as we wanted. So we decided not to wait and order it right away that we don’t have to wait later. After a week of visiting the store due to some life circumstances I called customer service that I need to cancel my purchase and was told that it was final sale!!! I am so frustrated that they put me in this trap and DIDN'T INFORM SUCH AN IMPORTANT INFORMATION ABOUT ITEM THEY WERE SELLING TO ME. I strongly believe they violated my rights as a customer. Now when manager from the store called me back by customer service request, He said that he can’t decide anything until ring comes to the store and I also need to come so we can discuss that. So I waisted my time on Sunday, went to the store to hear from him that he apologize but we can’t refund your order. I did tell him couple times that I have right as a customer to be informed such an important information by the time of sale. But his answer was only sorry we can’t do anything!! Looking for help here to escalate my complaint and get refund for ring I didn’t even pick it up from them.

  

  Business response

  05/16/2024

  May 16, 2024
  *** ** ***** ***** ******** ********** ***** * ****** ***** ** ***** **** ******** ** **** ** *** ******** * ** ******* *** ** ****** ** *** ******** ****** ** **** **********
  We are sorry to hear that she is frustrated. As the ring she purchased is considered custom, it was a final sale. However, as she never picked up the ring, we have made the decision to make an exception and allow the return of the ring. This was completed on May 10, 2024. We hope this eases her frustration.
  
  If there are any further questions, or needs, please do not hesitate to reach out to me directly at ********************* Thank you for your time and attention to this matter.
  
  ********** **** ***** * ******** **** **************  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *  *   ******** ******** **** ***** ******* ***** ****** ***** ** ***** ******* ************** ********** * ************ ****** ******** ** ******* *** **** ** ** ******** ***** ******** ******** ** * ********* ******** ********

• Initial Complaint

  04/21/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Helzberg Glendale CA I spoke with the associate **** over the phone looking for a particular engagement ring set for my boyfriend (we are *****). She stated that the ring he wanted was in the store with the exact measurements we wanted. I asked her if there was financing and she said that we could check to see what was available in the store, as the online method did not allow for negotiating with the various lending option. I agreed to meet in the store. When I met her, she was very cold and condescending when I first spoke. She seemed preoccupied and focused on closing my sale. She showed me the ring and started to get my personal information. I was not informed exactly what we were doing with my information, and she had me sign the screen for something. She then wrote down a bunch of dollar amounts and what looked like account numbers. She told me that it was good to have multiple accounts for my credit. I asked he if she opened an account for me, and she stated "yes, you told me you wanted to purchase the ring, so I am opening accounts for you. I was looking to see my financing options before deciding to open any accounts, and I did not authorize any opening of accounts. She then offered to talk with her office, admitting her mistake, and put me on the phone with Helzberg. I had to instruct the person over the phone on how to put notes regarding my case, as she did not do that initially. I also had to call the credit card fraud department Comenity to inform them that I did not authorize. **** changed her tune when she was that I was upset. I asked about speaking with the general manager ***** **** did not apologize for anything, even tho she admitted via email to her office that there was miscommunication. She did not instruct me explicitly on why my information was needed or my signature and was so focused on making the sale, she did not ask my permission or authorization in any of the options to search for financing. I look forward to a resolution.

  

  Business response

  04/30/2024

  To Whom it May Concern,
  
  After researching the interaction, interviewing others in store at the time & reviewing video footage, it has been determined that the proper actions by our associate were taken to make sure that *** *********** was informed as to what was taking place when he went through the credit application process.
  
  *** *********** contacted the store by phone twice prior to coming in. During those conversations, applying for credit was brought up by *** *********** where he asked about applying on our website. Our associate explained that we have more options for credit in-store versus online & asked if he’d like to visit the store. At that time, he explained he was about 2 hours from the store, but did end up coming in later that evening.
  
  The footage from the security video shows that he was provided the **** to review the terms & conditions on multiple occasions throughout the application process, providing his signature as well, indicating agreement to the application & terms & conditions of the card program.  
  
  There is no indication from the investigation performed that the customer was not properly informed prior to, during, or after the initial application. At this time, our investigation is closed. In addition,  Helzberg Diamonds is not the lender and does not issue any of the cards or accounts associated with our application process. The lender is the only entity that can remove a credit inquiry from a customer’s credit report. 

  Thank you.

• Initial Complaint

  04/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  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 response

  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

  04/08/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  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

  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.

*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. ↩