Helzberg Diamonds — Local services in Aurora

I placed a $7,000 custom order for a Marquise diamond ring from Helzberg, with the clear understanding, based on what their employee told me, that it would be ready within four weeks. We planned a once-in-a-lifetime proposal around that timeline, including cross-country flights for family, a professional photographer, and time off work. To be cautious, we scheduled everything for week five.

As week four approached, we attempted to contact the store multiple times and received no response. Out of frustration, we reached out to Helzberg’s corporate office, who eventually got in touch with someone at the store. At that point, we were told they had “been trying to reach us all day” a claim that was demonstrably false. We provided screenshots of our call log to show that no calls were received. The store then claimed they had been dialing the wrong number.

We were also informed, for the first time ,that custom rings actually take eight weeks, not four. This directly contradicted what we were told in person when we placed the order.

As a result of this misinformation and lack of communication, we were forced to cancel and reschedule all of our plans:

$250 lost on the photographer

$654 lost on non-refundable family flights

Time off work that cannot be recovered

In week eight, still without any notification from the store that the ring was ready, we visited in person, only to discover that the ring was incorrect. Instead of a Marquise diamond, it featured an Oval.

This experience reflects a serious failure in communication, quality control, and customer service. A $7,000 custom order was mishandled at every stage, and the result was a completely avoidable disruption of a deeply meaningful life event.

We ultimately canceled the order and walked away with nothing, except the loss of time, money, and trust. What should have been a joyful and memorable milestone turned into a frustrating and emotionally...

I’m Closing my account after 5years Do not send your jewelry out with this place, first time I thought it was just one of those things. This time we sent out a 10k dollar ring set to be dipped cleaned and one of the diamonds fell out. We were told 4-6 weeks, we did get the one ring back that the stone fell out of it came back a week late but again only one ring! Where in the hell is my other ring? After days on end and excuses after excuses I hear my rings were sent to separate companies by accident! What seriously but it was scheduled for delivery on the 20th another week away. I waited gave them an extra day and called since again no one called me and the manager says well I’m not sure what to tell you but there was an issue with your diamonds and the main office will be calling you! Wait a second why is there an issue with the diamonds why am I getting the run around? Mind you this is only to be polished up, it was completely fine! He says well you will just have to wait for corporate to call you and said there is nothing I can do for you! It’s been 8 weeks they said two weeks ago it was set for delivery then again set for delivery then oops your not getting it! Ummm excuse me so I call corporate and this is the first they heard of this looked at the claim number from when I sent it and said oh we will get in touch with the store in the aurora mall and see what is exactly going on! That’s it as I sit here and wait no ring no answers but I’m sure a bill! I’m calling a lawyer on Monday! Do not do business here go somewhere else they do not stand behind their promises and apparently not their Guarantees! The manager not sure of his name is a complete waste of payroll and Julia is the sweetest person but again failed as a representative of...

I placed a $7,000 custom order for a Marquise diamond ring from Helzberg, with the understanding (per the employee) that it would be ready in 4 weeks. Based on that timeline, we scheduled a once-in-a-lifetime proposal: flights for family from California to Colorado, a professional photographer, and time off work all planned around week 5 to give some buffer.

Week 4 came around, and we tried calling the store several times — no answer. Out of desperation, we contacted corporate, who managed to reach someone at the store. That’s when we were told they had been “trying to reach us all day.” That was false — we even sent screenshots of our call log to prove we received no calls. Their excuse? They were calling the “wrong number.”

Then we were told that custom rings actually take 8 weeks, not 4. That’s not what we were told in person, not once.

As a result, we had to postpone everything: • Photographer: $250 lost • Family flights: $654 lost • Time off work: priceless

We finally showed up in week 8 (still with no call from anyone to say the ring was ready) only to find out the ring was completely wrong. Instead of a Marquise diamond, it had an Oval.

How does a $7,000 custom order get this botched? No communication, no accountability, and a completely incorrect product after nearly two months of planning and emotional investment.

I truly don’t know what to say besides Helzberg wasted our time, money, and trust. This was supposed to be a meaningful and joyful moment, and instead, it became a logistical and emotional nightmare.

We canceled the order and walked away...