Complaints

• Initial Complaint

  01/14/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My husband purchased 18kt wg 1ct tw earrings foe me through the online. When he tried to place the order tit wouldnt let him send them to the store for in store pickup. So we had to wait for them to come via mail. They were suppose to be delivered on the 3rd of January I didn't get them till the 8th of January due to continuous delays. Then when I got them they had green and pink fingernail polish all over them and the stem was bent. I was told I had to take them to the closest store which was 45 minutes away for me to get anything done.when I took them in they were the ones who told me that they had finger nail polish on them and they agreed the stem was bent. So now I'm without them until the 22nd. When I drop them off the store was super nice but I was told I could be charged to redip them even though they arrived in the mail damaged and are still within return period.

  

  Business response

  01/15/2025

  To Whom it May Concern,

  I'm very sorry to hear about the experience **** ******* has had and we're happy to take care of the situations. I see she's actively working with our Customer Care Team Lead and has brought the earrings in to one of our store locations for the necessary repairs. Any charge associated with repairing the earrings will not be charged to **** ******* as they arrived damaged to her. That will be covered by us and not something that **** ******* will need to worry about for this situation.

  In regard to the delayed ordered, I show that the original estimated arrival date on the order was 1/7 and the reason for the delay was due to the blizzard conditions had in Kansas City, MO on 1/5 & 1/6, which is where our fulfillment center is located & where the earrings were shipping from. All deliveries in this area, and not just with Helzberg, were delayed due to the hazardous road conditions. However, I do see they were able to arrive to her the very next day after the original ETA, on 1/8.

  The Team Lead working with **** ******* will be following back up with her soon as well.

  Sincerely,

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

  Partner Management Liaison

• Initial Complaint

  01/04/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a Diamond tennis bracelet on Dec -3, 2024 , it was sent to California to my Cousin ****** ******. ****** received the bracelet around Dec 17 and the bracelet was missing a Diamond. I immediately called Hezbergh diamonds and they instructed me to return the bracelet to UPS. ******** husband immediately returned the bracelet and the company has received the bracelet back. As of today January 4 , after several calls requesting a refund they have not returned my money back to my account.

  

  Business response

  01/06/2025

  To Whom it May Concern,

  We're very sorry for the frustration this has caused for ********** We show that we received the bracelet back to us on 12/27 and see that ********* has been actively working with a member of our Customer Care team. Refunds can take up to 10 business days for processing, however we will follow up with our fulfillment team to ensure that this is expedited. The Customer Care team will notify Ms. Turner with any updates.

  Sincerely,

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

  Partner Management Liaison

  Customer response

  01/10/2025

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

• Initial Complaint

  12/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 01/21/18, I upgraded to a 24" solid white gold box necklace for a pendant, originally purchased on 04/17. In 04/24, my necklace broke & since I no longer liked where it fell on my chest, I took it in to not only get fixed but to be shortened 3". I picked it up 3 weeks later. Within a couple of weeks, my necklace broke & I lost my pendant but found my chain in my bra. I talked to the store, they were unwilling to replace my pendant but would repair my necklace. They mentioned they weren't surprised my chain broke again bc it had been stretched. I called corporate to complain, ******* ***** stated the store was at fault for the pendant being lost bc they should've never given me my chain back in an inferior condition. The resolution was to give me a credit to pick out a new pendant, I mailed them my broken chain, and then they'd mail me another chain. However, they indicated my chain was not a standard size & so they were only going to give me a stock size. I was tired of the hassle & just cut my losses. Now 12/24, my dog broke my new chain, only to find out that it's not REAL GOLD! I talked to corporate and they are unwilling to replace it with what i originally purchased. Please help! Corporate laughed at me when I stated that I'd been a customer since 1989 and that I was going to call the BBB! Now, I don't have ANY chain!

  

  Business response

  01/08/2025

  To Whom It May Concern, 

  We regret to learn of *** ******* experience with us. As a resolution, a member of management has contacted *** ****** and she has received a replacement.

  Sincerely, 
  ******* ****** 
  Customer Care Representative 

  

  Business response

  01/15/2025

  To Whom It May Concern, 

  We have been in contact with *** ***** to communicate the resolution taking place. There was a misunderstanding that the item we are replacing for her was already received, but I have confirmation that the new order was placed and currently waiting for tracking.

  Sincerely, 
  ******* ****** 
  Customer Care Representative 

   

   

   

  Customer response

  01/16/2025

  I do not want this closed until I receive item in hand.

• Initial Complaint

  12/29/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I purchased a set of earrings from them on line and oped to have them shipped to me.package said delivered while we was at work I got home no package I reached out to them by email and by phone calls just to receive long wait times and recordings. They have failed to acknowledge my emails i would like replacements but after all of this and lack of customer servive I'm not sure I want to give them buisness and rather opt for refund.

  

  Business response

  01/06/2025

  To Whom it May Concern,

  We're very sorry to hear that *** **** did not locate the package delivered for his order. We show that UPS delivered the order on 12/18/2024 via tracking* ******************. Our Customer Care team will get a claim started & reach out to *** **** regarding this to discuss further actions. We also apologize for the hold delays *** **** experienced as well as delayed responses to the emails he has sent. I can confirm that we have received them and he will be contacted soon by a member of our Customer Care team.

  We appreciate the feedback and will work with *** **** in investigating the package delivery.

  Sincerely,

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

  Partner Management Liaison

  

  Business response

  01/15/2025

  To Whom it May Concern,

  I show that *** **** has been contacted and was contacted initially on 1/7/2025 and again on 1/12/25 with replies on both days from *** **** as well. I understand there was a signifcant delay in our reply to *** **** regarding his original email to us and sincerely apologize for that. We did start the UPS investigation on our end and typically that take 8 business days to complete. However, given the delay in responding to him initially, I have requested that we move forth with providing the refund to *** ****.

  *** **** should be contacted again soon to let him know that we will be moving foward with a refund for him and we sincerely apologize again for the delays with getting this investigated and resolved for him. I hope in the future we'll have another opportunity to show *** **** the true Helzberg experience that should have taken place.

  Sincerely,

  **** ******** 

  Partner Management Liaison

  Customer response

  01/15/2025

  
  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.
   I Thank you again for the help im sorry if i seemed rude or angry it was the initial non response that bothered me i felt i was being discarded and over looked i thank you again. 
  Sincerely,
  
  ***** ****

• Initial Complaint

  12/27/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 12/24/2024 it was my first time purchasing a bracelet from your store, and I spent close to $4,000. One of the promotions advertised was a PlayStation 5, and I was excited about the opportunity to receive both the bracelet and the PlayStation as part of the deal. However, none of the representatives mentioned the promotion to me—it felt as though they were deliberately keeping it a secret. When I inquired about it, they seemed to ignore my request and instead told me I had already received the benefit of a discount. This does not seem fair, as the promotion was advertised, yet the terms were not clearly disclosed. I had to push for details, which made the entire experience feel uncomfortable and misleading. I kindly ask that you address this issue and make things right. It’s important to honor your promotions and ensure customers are treated fairly. Thank you.

  

  Business response

  01/06/2025

  To Whom it May Concern,

  We're very sorry to hear of *** ************ concerns regarding the PS5 gift with purchase promotion. The advertisements for the PS5 offer included exclusions explaining that it could not be combined with any other offer & was while supplies last. With the purchase that *** ********** made, a promotion was applied for a discount of $2,824.85. I've attached a copy of the receipt from the purchase reflecting the discount applied as well as the exclusions for the Playstation 5 gift with purchase promotion.

  There is currently an extremly low quanity of the PS5's currently, but if *** ********** would prefer that instead of the discount received, she can contact our Customer Care team at **************. Please understand that we cannot guarantee that any of those will still be available at the time she may call given the current quantity. If one is still available, *** ********** would need to pay the original discount back of $2,824.85, plus any tax associated with that & any tax for the PS5 before the original promotion could be exchanged out for the PS5.

  Our Customer Care team is available Monday-Friday 9 a.m. - 9 p.m. EST, Saturday 11 a.m. - 5 p.m EST & Sunday 1 p.m. - 7 p.m. EST.

  Sincerely,

  **** ******** 

  Partner Management Liaison

   

  Customer response

  01/13/2025

  
  Complaint: ********
  
  I am rejecting this response because: this is inaccurate they very reluctant to provide any information nor provide further detail. They needed to provide these details 
  
  Sincerely,
  
  ****** **********

  

  Business response

  01/15/2025

  To Whom it May Concern,

  I'm sorry to hear that *** ********** has rejected the response. I am not able to speak to conversations that did or did not take place in store, but the exclusions are listed with this promotion as well as any that we offer and always explain that promotions cannot be combined. 

  As mentioned, we're happy to switch the dollars off promotion *** ********** received in exchange for the PS5, if any consoles are still available, but we aren't able to accomodate providing the additional dollars off in addition to a free PS5. 

  If *** ********** is interested in the PS5 instead of the dollars off, she is welcome to contact our Customer Care team at ************** where they can confirm if there is still a PS5 available and if so, make arrangements for the original promotion to be removed in exchange for the PS5 offer.

  Sincerely,

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

  Partner Management Liaison

• Initial Complaint

  12/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ******* **** **** 10/02/11 Tran: ****** Expression Findings/Bracelet and charms This a beautiful charm bracelet that was purchased when it first came out with the lifetime warranty that was offered with this Helzberg charm bracelet. Any charms purchased for this bracelet were cover for under the lifetime warranty. I have all of the receipts and all my inspection copies. I have never had a problem with having any charm replaced or refunded if jewels were missing or if Helzberg could not replace it until a few months ago when I went for a inspection and they found two of my charms missing jewels. I was then told they can't repair or replace them. Helzberg had to stop selling this charm bracelet due to copy right and likeness of the ******* charm bracelet. Now due to the issue with *******, Helzberg will not replace or repair anything on the bracelet leaving me with a lifetime warranty they do not want to honor. I have reached out to Helzberg local and main store with this issue. They only thing that Helzberg wants to offer is to refund of the lifetime warranty leaving me with a charms that can never be repaired or replaced. Where is loyalty to honor what you offered a lifetime warranty for your product!

  

  Business response

  01/06/2025

  To Whom it May Concern,

  We're very sorry to hear of *** ******** frustrations with the Expression charms previously purchased. Regretfully, we are not able to provide a refund for items soley because they are no longer able to be repaired or replaced with the same item. However, it sounds as though the store may have been trying to find a solution by offering the exception to provide *** ****** with credit for the Lifetime Care Plans associated with her Expression charms.

  If *** ****** would like to discuss this further, our Customer Care team would be happy to speak with her. Our Customer Care team can be reached by calling ************** Monday-Friday 8 a.m. - 8 p.m CST, Saturday 10 a.m. - 4 p.m CST & Sunday Noon - 6 p.m CST.

  Sincerely,

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

  Partner Management Liaison

  Customer response

  01/10/2025

  
  Complaint: ********
  
  I am rejecting this response because: I made this purchase under good faith that Helzberg would honor and stand by the agreement of the Lifetime Warranty Agreement. I would be willing to accept a gift card for my purchase of the Expression Charm bracelet and charms. This would be a show of good faith and support in making things right.  **** ******** ****** 
  
  Sincerely,
  
  ******** ******

  

  Business response

  01/14/2025

  To Whom It May Concern, 
  
  We apologize for any frustrations that this may have caused *** ******. We have offered to make an exception to refund the original lifetime care plan that she purchased for this bracelet. The lifetime care plan expires when the piece can no longer be repaired or replaced but we are happy to make the exception to refund her the care plan on the one piece as a one-time courtesy.
  
  Sincerely, 
  Destiny Carter 
  Customer Care Representative 

   

  
  

  Customer response

  01/22/2025

  
  Complaint: ********
  
  I am rejecting this response because: giving me a refund only for the lifetime warranty only removes Helzberg responsibility to honor the lifetime warranty for the repair, replacement or refund of the bracelet and charms which is covered under the lifetime warranty agreement.The warranty that I have has no expiration as stated on my original forms. All I’m asking is for Hielzberg diamond to honor the lifetime warranty that I have on this expression charm bracelet. A reasonable solution to this is to offer me a store credit or gift card for the purchase amount of the bracelet and charms to be used in Helzberg Diamonds to make a new purchase. 
  Sincerely,
  
  ******** ******

• Initial Complaint

  12/26/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Ordered a 15 year wedding band for the wife. Took out a helzberg credit card and ordered ring. 3 days later helzbeeg contacted me and said the ring was no longer available and was discontinued. I told them I would come by with my wife on the future to pick something else out. Six weeks later the bank contacted me and I was late on my monthly payment and had late charges. Called helzberg and they said order didn’t get canceled. They canceled order and told me everything we go back to $0 and wouldn’t have no penalty. 4 weeks after that got contacted again saying missed another payment and now I have another late fee. So I now have $79.90 in late fees plus now my credit shows 2 missed payment. Went into helzberg today 12/26/24 and the manager told me since i said I would come in to pick out new ring in the future that’s why they didn’t refund the money and I had to pay on it ( for a item that wasn’t even available). The manager was absolutely rude and didn’t take any blame or say sorry for the miscommunication. I talked to the bank again today and talked to the manager and they took all late fees off and made it zero balance. Now I’m afraid my credit will reflect missed/payments. Biggest issue was how was i being charged on and item that should of been canceled because it was a discontinued item.

  

  Business response

  01/06/2025

  To Whom it May Concern,

  We're very sorry to hear about this experience at our Westroads store location and we understand *** ******'s concern. I am researching the situation further to gather any additional information I may be able to so that I can address *** ******'s concerns & feedback. I will be contacting *** ****** personally once I have received the information needed. If *** ****** could please allow me until the end of this week to complete my research, I will contact him by the end of day on Monday 1/13.

  Sincerely,

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

  Partner Management Liaison

  

  Business response

  01/10/2025

  To Whom it May Concern,

  We have been able to verify with the bank that *** ******'s account was not reported as deliquent. The bank shared with us that they will be sending a letter to *** ****** to confirm which should arrive within 7 to 10 business days.

  Sincerely,

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

  Partner Management Liason

• Initial Complaint

  12/26/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am beyond frustrated to the point of tears. My husband purchased my engagement ring from Hellberg and our initial interactions were amazing! They helped me pick out the things I liked, they helped my husband design it, it came to him on time, every time I brought it in to be cleaned. They made sure that it was inspected and if anything was wrong, they sent it out. I truly felt their customer service and quality was amazing and recommended them to everybody. But as of lately that has definitely changed. A few months ago, I needed my ring to be resized before I left On a trip and I called around and everywhere told me two Weeks for repairs. The location half an hour from my home told me it would only take one week so Clearly, I would go there so that I could get it back before I left on my trip once I arrived they informed me that no it's actually two weeks. It's 10 business days. Which was unfortunate considering I was leaving on that day When the ring would be done. I decided to have them do the repairs anyway since I was already there and it was the same leave time as everywhere else. Two weeks pass and I get a call the day of our trip telling us that our ring was ready to be picked up, but it was never resized. So they have to send it out again so I did not have my ring on my trip which was extremely unfortunate. Once I picked up my ring, I let it go. I did not throw a fit. I didn't even call them and complain about it. A week ago, I went in to get my ring fixed again, because the prongs were loose on the large stone and at the time they noticed that there were a few other prongs loose on the smaller stones. I asked them if they could Take care of the charge on an expedited repair due to the original mishaps and they did. Which I greatly appreciated. Then I get a call on the day. The ring should've been done, and I am informed that the large stone prongs were not fixed………… My ring will now not be done until January. I'm in tears.

  

  Business response

  01/06/2025

  To Whom it May Concern,

  
  We are so sorry to hear of the experience with *** ******** repairs. In an effort to address her concerns and share the feedback with the appropriate parties, a member of our Customer Care team will be reaching out to her personally to collect additional information needed.

  In the meantime, if Ms. Wright would prefer to contact our Customer Care team, they can be reached at **************. We look forward to speaking with her further so we can appropriately address & share her concerns & feedback.

  Sincerely,

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

  Partner Management Liaison

• Initial Complaint

  12/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have experienced highly concerning and unfair practices from Helzberg Diamonds and their financial partner, Comenity Bank. In May 2023, I purchased a diamond ring from Helzberg for my mother. I requested the certificate of authenticity for the diamond, a crucial document for such a significant purchase. Despite follow-ups, I have yet to receive this certificate almost two years later. I enrolled in their 18-month interest-free financing plan with Comenity Bank, their financial partner. The Bank's account profile does not provide full details about the purchase, making it difficult to verify terms or track payments effectively. There is NO system in place to notify customers when the interest-free period is ending. I was not informed that the interest-free period was about to expire and that I could pay the full remaining balance to avoid interest charges. After I made my regular monthly payment, I was shocked to discover a $4,000 interest charge. When I called to pay the full balance, I was met with unhelpful and dismissive responses. It seems they were more interested in perpetuating charges than resolving the issue fairly. This experience has been incredibly frustrating and feels like a deliberate attempt to exploit customers. Helzberg’s failure to provide the diamond certificate and Comenity Bank’s lack of transparency and support has left me feeling deceived and financially burdened. I am requesting that Helzberg Diamonds immediately provide the diamond certificate as promised at the time of purchase. Comenity Bank should reverse the $4,000 interest charge and allow me to pay the remaining balance that was due before the interest was applied. If these issues are not resolved promptly, I will be forced to explore further options, including seeking legal counsel and sharing my experience publicly to warn other potential customers. I trust that the Better Business Bureau will help mediate this matter to ensure a fair resolution. Thank you.

  

  Business response

  12/17/2024

  To Whom it May Concern,

  I'm very sorry to hear about ********'s frustrations but happy to try to provide some clarification & guidance. In researching the feedback they have provided, I found that there are no purchases that have been made that are under the name of ******** Dear and since the purchase is not listed under their name, I would not be able to provide specific details pertaining to any purchases under anyone elses name. With that said, I can still address some aspects of this for ********.

  Helzberg Diamonds does not have access to our customer's credit account information or history, so we would not be able to review anything pertaining to payments or transactions in that manner. However, the plan expiration dates can be found on each billing statement that is mailed as well as through the online account option through Comenity if the cardholder has signed up for an online account. When the plan expiration date nears, it is put in to red and I believe bold lettering. The details and requirements for each plan can be found in the information mailed to the cardholder after approval from Comenity.

  I found that our Helzberg Diamonds Customer Care team has not been contacted by ********'s and appears the feedback shared regarding the conversation they recently had is likely it was with Comenity's associates instead. Any concerns regarding payment history or transactions on the Helzberg Diamonds credit card would need to be discussed by contacting Comenity. As mentioned, at Helzberg we cannot access any of that information nor make any adjustments to any of those accounts.

  In regard to the concern about a grading report, please ask ******** or the purchaser to contact our Helzberg Diamonds Customer Care team at ###-###-#### and our associates can assist with having that looked into.

  Sincerely,

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

  Partner Management Liaison

• Initial Complaint

  11/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my wife's bracelet in for a simple repair, it had a sharp edge sticking out of a link that was catching on her clothes. Helzberg's Manager stated that it could be fixed by the repair center and was not a problem that the bracelet was not something they sold. Her bracelet was returned damaged and had been heated and melted, to cover up where it had been sunken in on the links. After phone calls and emails since May, I was told it is no longer their problem because it was not purchased from their company. Helzberg damaged the bracelet, they should be responsible for replacing it.

  

  Business response

  11/19/2024

  To Whom it May Concern,

  I am very sorry to hear about the experience that *** * **** ****** has had. In reviewing the information, it appears that we have offered a few resolutions that have been rejected by **** ******. I understand that the resolution to reimburseme them for the valuation listed on the repair was rejected because they feel it is lower than what they had paid for it now. We are happy to reconsider that valuation listed on the repair and in order to do so, we would need a copy of the receipt showing what *** * **** ****** paid for the bracelet and can be emailed to the representative they have been currently working with.

  The other resolutions that were offered to *** * **** ****** are as follows:

  - Select another item equal to the value on the repair as replacement in exchange for the damaged bracelet.

  - Allow us to see if we can have a similar bracelet created for them in exchange for the damaged bracelet.

  - Corporate check for the value listed on the repair for this bracelet as reimbursement in exchange for the damaged bracelet. (This is the resolution option explained above).

  We truely want to address their concerns & find a resolution. I have also asked the representative working with *** * **** ****** to reach back out to them & request the receipt to show what they had paid for the original purchase of this bracelet as well so we can move forward towards a resolution for them. 

  Sincerely,

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

  Partner Management Liaison

   

  

  Business response

  11/26/2024

  To Whom it May Concern,

  We are happy to see if we can create something similar for *** * **** ******, but I cannot guarantee there won't be any additional charge, depending on what they are wanting created & how they are wanting it created. If they are wanting to upgrade any part of the current bracelet or add anything additional, there would be an additional charge for that. If they are not requesting anything outside of something as close to what the original bracelet is, then there would not be any additional charge.

  If *** * **** ****** decide against this route & opt for a check as reimbursement, it will be for the amount shown as the valuation of $700, unles a receipt for the original purchase can be provided. The valuation is shown on the repair claim receipt that *** * **** ****** provided. I have attached that again with that area highlighted to show where that can be found. In addition to working towards a solution for the bracelet, we had provided *** * **** ****** with a refund for that repair that they were intially charged & have attached the receipt reflecting thatas well.

  To get that process started, they would need to work with their current Customer Care representative.  

  Sincerely,

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

  Partner Management Liaison

  Customer response

  12/04/2024

  After receiving the current attached email I do not know that we have a resolution. I do not agree to pay additional if recreating my bracelet ends up costing more to do. I have not requested any upgrades. I am not sure why it is so difficult with Helzberg to do as they have stated and follow through. Please reopen our claim. 

*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. ↩