ComplaintsforHelzberg Diamonds Shops, Inc.

• Initial Complaint

  10/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had bought my wedding ring on 11/8/2021. I bought 1 of my wedding bands on 12/4/2021 and the other band on 12/18/2021. I had sent all 3 rings to be welded together on 2/13/2022 11/18/2023 my rings had to be sent in to be fixed, one of the bands had cracked in half and My ring came back on 12/2/23. I picked it up, they handed me a small bag and told me everything was fine and gave me a receipt you can see the attached, I took their word for it and went home until my daughter had realized that the same diamond plus another diamond was missing still. So, I had taken it back in, but when I took it back in it was a horrible experience, they were rude and telling me I must have done something because this was just fixed and this does NOT happen. I did not get it back until 12/29/2023. And to my surprise my ring was still missing a diamond and was sent back the SAME day and I got it back on 1/5/2024. Diamonds were in place but who ever in the company did the work made my ring look almost worn because it has already been worked on more than 5 times in less than 2 months. I could have taken it back and mentioned my ring looks worn but it took them 5 different times to fix the ring but I wanted to keep my ring because it meant so much to me and my husband, so after having my wedding ring set for not even 2 years it had been fixed 5-6 different times, fast forward not even a year later and not even having it for 3 years yet, my ring was hurting my finger, I never take my ring off so when I did to see what was going on. It is almost like my wedding ring was bent to a point it was bowing and separating from one of the bands on one side. And if I were to do something that caused this I would have done something to have smashed my finger but that is not the case. At this particular point I feel that it is better to email corporate headquarters before going into the store because I believe I deserve to be heard and a new ring / credit or a refund.

  

  Business response

  10/25/2024

  To Whom it May Concern, 

  I have researched concerns for **** ****** and I'd like to ask for the opportunity for our Master Jeweler's to take a look at her ring. We will need to arrange for her to give us this opportunity and we'd like to provide her with a label to send it in to us to inspect and determine the most appropriate direction based on the jewelers findings. 

  Sincerely, 

  ******* ****** 

  Customer Care Representative 

  Customer response

  11/04/2024

  I not turning them down Helzberg down on what they what me to do, I want to know if I ship my ring out in the mail they cover it if it gets lost. I want no work done to my ring until they have contacted me to discuss. I want to make sure that is very clear!

   

  Thank you, ****** ******
  Housekeeping Director | Aspire of Pleasant Valley
  ***** ******* **. Pleasant Valley, IA 52767
  ************                                                                                                                                                                                                ************************

   

• Initial Complaint

  09/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My names is **** ***** the reason for this statement 09/10/24 i made at payment for hundred dolly with my checking account but I made it was a wrong checking account i call back and I spoke to an employee. He told me to two day I Call back and make another payment. I asking are they going charge me any leter free he said no i went to check my statement and now how to pay leafy

  

  Business response

  10/04/2024

  To whom this may concern,
  
  We're very sorry to hear of *** ******* concern. However, for consumer secuirty & protection, Helzberg does not have access to customer credit accounts and would be unable to review the necessary information. Any fees are applied by the financial institution that holds the accounts for our Helzberg credit cards. Therefore, *** ***** would need to reach out to ******** **** to discuss his concern regarding the fee and seek further assistance. *** ***** can reach ******** **** at ***** ********.

  Sincerely,

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

  Partner Management Liasion

• Initial Complaint

  09/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  12 month promotional offer expired. I have had a horrible tragedy happen in my life, that has taken me off course here in the last few weeks. I have been a great customer, always paid my bill, i did not receive my last statement in the mail/ all of a sudden received this statement, my interest accrued on this statement. I asked for a option for me to pay my bill in full minus the interest. your customer service rep & manager said they would not help assist me, the terms are the terms. They would rather lose me as a customer than help me. All i am asking is for me to be able to pay the balance. (I just did purchase another piece of jewelry from your store the other week) I will return it if I have to. I don't want to, but it is getting sized as of right now in your south county store in St. Louis, MO. This tragedy has made my life lose total control & i normally on top of all my bills, but not seeing the last bill (i don't know what happened with the mail) but didn't notice i didn't get it, i have a reminder in my phone and didn't see the promotional balance was to expire. Please please help me. Your reps would rather lose me as a customer over $309.56 of interest.

  

  Business response

  09/23/2024

  September 23, 2024
  
  BBB of Omaha
  ATTN: Disputes Department
  ***** * ******
  Omaha NE 68137
  Ref: ********
  
  To Whom It May Concern,
  
  I am writing you in regard to the concerns shared by ****** ******* 
  
  I am sorry to hear about ******** frustration with her Helzberg Diamonds Credit Care. She will need to speak to ***** ********* as Helzberg Customer Care has no access to her personal account. She may reach them at ************.  
  If there are any further questions, or needs, please do not hesitate to reach out to me directly at jasmith@helzberg.com. Thank you for your time and attention to this matter.
  
  Sincerely,
  
  **** ***** • Customer Care Specialist 
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  HELZBERG DIAMONDS
  **** ***** ******* ***** ****** ***** ** ***** ******* ************** ********** * ************
  Follow Helzberg on Twitter and Join us on Facebook
  ©2017 Helzberg Diamonds is a Berkshire Hathaway company.

• Initial Complaint

  09/17/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  This bracelet was purchased on March 23rd 2024. Order number 8193946 This bracelet has broken three times. The previous two breaks I followed the Company’s policy on mailing the broken item in for repair. This being the third time it was supposed to be picked up for evaluation of a corporate refund check. I spoke to two customer service agents today to get my bracelet picked up by UPS and both agents were not able to resolve my problem. my frustration level is through the roof. This company is selling sub par jewelry and has no idea what the meaning of customer service is. I have spent so much time And money on boxing the bracelet up to be repaired and talking to incompetent customer service people.

  

  Business response

  09/23/2024

  September 23, 2024
  
  BBB of Omaha
  ATTN: Disputes Department
  ***** * ******
  Omaha NE 68137
  Ref: ********
  
  To Whom It May Concern,
  * ** ******* *** ** ****** ** *** ******** ****** ** ******* ******* 
  
  I am sorry to hear about ********* frustration with her bracelet. We understand what this gift from her dad means to her. We do have a One Year Guarantee to ensure the bracelet is free of defects. If it is determined that there are defects, we will repair or replace the bracelet, for no fees.
  
  Once we determine there are defects, we will move forward with a resolution. We are happy to repair it, replace it with the same style or exchange it for something new, that is equal or greater value. The difference will be paid for by the customer.
  
  We will follow up with the customer with the above options once a determination is made
  
  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 Specialist 
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  HELZBERG DIAMONDS
  **** ***** ******* ***** ****** ***** ** ***** ******* ************** ********** * ************
  Follow Helzberg on Twitter and Join us on Facebook
  ©2017 Helzberg Diamonds is a Berkshire Hathaway company.

  

  Business response

  10/01/2024

  October 1, 2024
  
  BBB of Omaha
  ATTN: Disputes Department
  ***** * ******
  Omaha NE 68137
  Ref: ********
  
  To Whom It May Concern,
  
  I am writing you in regard to the concerns shared by ******* ******* 
  
  I am sorry to hear that ******* has rejected our offer. We understand the importance of her having a gift from her dad and hate to see her frustrated with her bracelet. Our resolutions for this are We are repairing it, replacing it with the same style, or exchanging it for something of equal or greater value. How we move forward it up to her as we want her to find the resolution that works best for her.
  
  I hope this helps!
  
  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 Specialist 
  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  
  HELZBERG DIAMONDS
  **** ***** ******* ***** ****** ***** ** ***** ******* ************** ********** * ************
  Follow Helzberg on Twitter and Join us on Facebook
  ©2017 Helzberg Diamonds is a Berkshire Hathaway company.

  Customer response

  10/01/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  It is not what I was promised by a supervisor in the call center. I was told that because this is the third time the bracelet has broken in the same spot I would be eligible for a refund. I am totally disgusted with the care and effort I have to put forth to have this bracelet repaired! Why would I want another bracelet or another item from an company that doesn't understand the meaning of customer service. It is entirely reasonable that at this point I receive a check for the bracelet so I can finally move on from this ridiculous and arduous affair. The cost of shipping my bracelet back and forth all these times has exceeded the cost of the $100 bracelet so I don't understand why the company will not stand by what one of it's supervisors said and provide a refund. I do not accept this ridiculous offer and I am further enraged that my request to have this situation escalated was ignored. 

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

• Initial Complaint

  09/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I sent my engagement ring in for repairs under the lifetime warranty insurance we purchased at time of purchase. The entire center stone is gone and needed to be replaced. Once the ring was received I was informed it would be no less than 8 weeks. I called to check in a few weeks later and was informed it’s now a specific service and the ring was sent to the proper location. I was only then informed it could be up to 10 weeks. I wasn’t notified of anything beyond this. Now almost 10 weeks later I have no ring, no update of any kind and nobody trying to resolve the issue. I’ve been waiting for 4 days for a phone call/update and have called and emailed many times trying to get any resolution. At this point I feel my ring is either stolen or lost and it was engraved. I can’t do anything further with them and need help

  

  Business response

  09/12/2024

  September 12, 2024
  
  BBB of Omaha
  ATTN: Disputes Department
  ***** * ******
  Omaha NE 68137
  Ref: ********
  
  To Whom It May Concern,
  
  I am writing you in regard to the concerns shared by ****** *****
  
  I am sorry to hear about ******** frustrations regarding her ring. We are working hard to complete the repairs as quickly as possible. These repairs can take time to complete. We also apologize for the lack of communication. We know how important it is to be updated. We will be sure to follow up with her.
  
  If there are any further questions, or needs, please do not hesitate to reach out to me directly at jasmith@helzberg.com. Thank you for your time and attention to this matter.
  
  Sincerely,
  
  **** ***** * Customer Care Specialist 
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  HELZBERG DIAMONDS
  **** ***** ******* ***** ****** ***** ** ***** ******* ************** ********** * ************
  Follow Helzberg on Twitter and Join us on Facebook
  ©2017 Helzberg Diamonds is a Berkshire Hathaway company.

• Initial Complaint

  08/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  There are 3 complaints with this filing: 1) We have purchased a total of 5 diamond rings from Helzberg. I have lost SO many diamonds in those rings. We found out several years after we purchased the rings that this issue was due to the rings being resized too small (size 4.75) for what was the lowest size 'allowed' (size 6) for those rings. The smaller size apparently compromises the structure of the rings. This was told to us by the Helzberg branch that was formerly in West Hartford, CT (which is where we purchased all 5 rings from). This has resulted in my rings having to be sent back to Helzberg NUMEROUS times over the last ~15 years, in order to have diamonds replaced. 2) Since all Helzberg locations have closed down within CT, I am now required to SHIP all of my diamond rings to the corporate office (at least annually) to be inspected, in order to not void the warranty. This is also the requirement if I lose diamonds (which, as stated above, is frequently). In late May (2024), I lost *another* diamond on my engagement ring. I shipped the ring to the corporate office; they had it for approx 2 wks, shipped it back to me, I had the ring for less than 1 week and the diamond fell out again. I shipped it back to Helzberg AGAIN, they received it on 7/1/24. They finally just returned it to me today (8/26/24; almost 2 months later), and the diamond is literally floating around in the bag with the ring. Not at all in its setting. 3) There is a significant safety and liability risk with having to ship my diamond rings back and forth every time. There needs to be a more viable and safer option than this.

  

  Business response

  09/09/2024

  September 9, 2024
  
  BBB of Omaha
  ATTN: Disputes Department
  ***** * ******
  Omaha NE 68137
  Ref: ********
  
  To Whom It May Concern,
  
  I am writing you in regard to the concerns shared by ******* Celentano.
  
  I am sorry to hear that ******* is frustrated with the repairs her rings have had. We did look into this and show that although she has had a a few repairs, only a few have been for stone loss. All repairs that have been completed are due to normal wear and tear. As long as she continues to maintain her inspections, we are happy to continue repairing the rings as they need repairs.   
  
  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 Specialist
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  HELZBERG DIAMONDS
  **** ***** ******* North Kansas City, MO 64116
  ******* ************** ********** * ************
  Follow Helzberg on Twitter and Join us on Facebook
  ©2017 Helzberg Diamonds is a Berkshire Hathaway company.

• Initial Complaint

  08/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Incorrect information and billing, trying to avoid arbitration.

  

  Business response

  08/28/2024

  To Whom it May Concern,

  We're extremely sorry to hear that *** ******* has concerns. Regretfully *** ******* did not provide much information about her specific concern, but based on what she has shared, it appears she may have concerns regarding a purchase she made with Helzberg Diamonds and status/standing of an account used as the tender for that purchase.

  I was able to locate a purchase made June 10, 2022 using both our private account as well as the Helzberg Diamonds credit card. The private account would have been held through with Genesis bank at that time, but is now through Concora. The Helzberg credit card is held with Comentiy Bank. Attached is the receipt for the purchase referenced.

  If my understanding of *** ******** concern is correct, she would need to contact the appropriate bank for the account she is concerned with to speak with them regarding the standing of her account. Helzberg Diamonds itself, does not have access to customer's credit account information nor makes any decisions regarding a customers standings or status with their credit account. The customers agreement for payback is with the bank that the credit account is held through and they would be the ones that would and could discuss specific account information in more detail with account holders.

  Sincerely,

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

  Partner Management Liaison

   

   

   

   

  Customer response

  08/28/2024

  I am on a automatic payment plan with helzenberg for $140, but they keep reporting missed payments. The payments are being made.

  

  Business response

  08/29/2024

  To Whom it May Concern,

  I appreciate the additional inforamtion that ********** has provided. As this has reached Helzberg Diamonds directly, we are not able to access customer credit account information to be able to see why the late fees are applied. On the statement that *** ******* provided, I see towards the bottom of that, on the payment slip, that it mentions mailed payments must be received before 5pm EST on the due date. Although I cannot speak to this being the reason, I would need to understand who *** ******* has her automatic payments scheduled through. Does she have automatic bill pay set up through her personal bank or are the automatic payments set up through the Comenity, the bank that holds the this credit account?

  If she can provide that information I would be able to provide better direction on having this reviewed.

  Sincerely,

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

  Customer response

  08/30/2024

  I sign in to my helzenberg account on their website and pay. Autopsy is set up.

  

  Business response

  09/12/2024

  To Whom it May Concern,

  I'm sorry to hear that *** ******* has rejected our response, however Helzberg Diamonds cannot directly assist with *** *******'s concerns. There is still minimal information provided, but if the concern is regarding her standings with one of the credit accounts, she will need to contact them directly. Helzberg Diamonds does not have direct access to customer's credit accounts, therefore are not able to view anything regarding payments made or not made on either the in-store Private Account through Concora or the Helzberg Diamonds credit card through Comenity.

  - If *** *******'s concern is regarding the in-store private account, Concora can be reached by calling ***************

  - If her concern is in regard to the Helzberg Diamond's credit card, Comenity can be reached by calling ***************

  If *** ******* is unable to connect with the appropriate bank, she can call our Customer Care team at ************** and our respresentatives can assist her with getting her in contact with the appropriate bank to further discuss her concerns or questions.

  Sincerely,

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

  Partner Management Liasion

• Initial Complaint

  08/19/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am moving forward with the BBB as I have no choice since two Helzberg locations have not helped resolve my issue. Despite numerous attempts to resolve this issue, including multiple visits to different Helzberg locations and numerous conversations with various staff/management, the problem with my ring persist. Please take a look at the attached letter with all the details. Thank you so very much

  

  Business response

  08/29/2024

  August 29, 2024
  BBB of Omaha
  ATTN: Disputes Department
  ***** * ******
  Omaha NE 68137
  Ref: ********
  
  To Whom It May Concern,
  
  I am writing you in regard to the concerns shared by Joann Hesh.
  
  I am sorry to hear that she is frustrated with her ring and the fact that it may not sit straight. Due to the shape of our fingers and hands, most rings will not sit straight on a finger and never turn to the side.
  
  I would like to refer her back to the store to speak to *******. I want to make sure her ring will not fall off. I have also spoken to ******* and she is happy to assist Joann getting a click shank, if she is open to it. There is a cost associated with this. We are happy to see if we can cover a portion of the cost as we want her to be happy with her ring and be able to wear it proudly.
  
  If there are any further questions, or needs, please do not hesitate to reach out to me directly at jasmith@helzberg.com. Thank you for your time and attention to this matter.
  
  Sincerely,
  
  **** ***** • Customer Care Specialist
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  HELZBERG DIAMONDS
  **** ***** ******, North Kansas City, MO 64116
  direct: ************** ********** * ************
  Follow Helzberg on Twitter and Join us on Facebook
  ©2017 Helzberg Diamonds is a Berkshire Hathaway company.

• Initial Complaint

  08/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 6/08/2024 I bought a pair of diamond earrings for my wife's birthday. This was to replace a pair that I had bought from the same store a few years ago. My wife had lost one of her original pair in that the cradle of the one of the earrings had fallen off and my wife found the back part of the earring still in the back of her earlobe. When I went to replace them, I traded in the one that she had left and upgraded to a more expensive pair. The store also sold me insurance worth $400. Yesterday, about 10 weeks after buying the new pair, my wife found that the same thing had happened to this pair (photo's and receipt uploaded) I took the earring that was left, along with the back piece to the store where they claim that the insurance does not cover that type of loss but only covers the loss of the diamond if the diamond falls out of the cradle - which is ridiculous given that this is so obviously a result of poor craftsmanship on their part.

  

  Business response

  08/19/2024

  IN ST*********

   

  Thank you,

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

  Office Coordinator: Customer Experience

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  Business response

  08/29/2024

  August 29, 2024
  BBB of Omaha
  ATTN: Disputes Department
  ***** * ******
  Omaha NE 68137
  Ref: ********
  
  To Whom It May Concern,
  
  I am writing you in regard to the concerns shared by Ahmed Eid.
  
  I am sorry to hear that ******* wife has lost one of her new earrings. I know how frustrating that is! We do not have a policy that will cover the loss of an item. He is welcome to take the one earring he has left back to the store for our Breakup Policy. There will be a fee for this.
  
  We have partnered with Zillion, a 3rd party insurance company for jewelry. When he makes the new purchase in store, he should receive a text message with more information. I encourage him to look into this as this company will help fill the gaps that our Lifetime Care Plan does not cover, including loss of an item.
  
  If there are any further questions, or needs, please do not hesitate to reach out to me directly at jasmith@helzberg.com. Thank you for your time and attention to this matter.
  
  Sincerely,
  
  **** ***** • Customer Care Specialist
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  HELZBERG DIAMONDS
  **** ***** ******* ***** ****** ***** ** ***** ******* ************** ********** * ************
  Follow Helzberg on Twitter and Join us on Facebook
  ©2017 Helzberg Diamonds is a Berkshire Hathaway company.

• Initial Complaint

  08/08/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I emailed this company before they shipped anything out letting them know this was a fraudulent order from my account. My identity has been stolen and I did not make this order. They have failed to respond and have sent it out anyways. I am out of town so I am assuming whoever ordered this rerouted it on picked it up off my porch. I have reached out to them twice.

  

  Business response

  08/19/2024

  To Whom it May Concern,

  In reviewing Ms. ****** concerns, it appears that there have been two orders placed under her name, address & email address she provided above. The first order was placed on June 12, 2024 and the second placed on July 31, 2024. 

  The initial email interaction received by Ms. **** was made on August 3, 2024 with a second email interaction received on August 8th, 2024, but I see that she did not receive a response back & sincerely apologize for that not taking place.

  Both orders were made using the ****** tendor type, which is a buy now pay later option & I see that each item on both of these orders placed, has had a return processed and any loan through ****** would be cancelled.

  Attached are the transactions showing that all 4 items were processed as returns back to ******. The first return was processed on July 11th and the second return for the second order was processed on August 15th. 

  Thank you. 

   

  Customer response

  08/19/2024

  
  I truly apologize for the confusion,  this seems to be neglect on my part. Your a great company and I figured out the issue which had nothing to do with you. Again I truly apologize 

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

*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. ↩