Helzberg Diamonds — Local services in Austin

Terrible experience. Purchased my wedding band from here and the night of the wedding/first time wearing the ring, lost two of the diamonds. Left straight for our honeymoon the following day so I wasn’t even able to wear my brand new wedding band on our honeymoon. When I returned, I brought the band in to have it fixed and the only experience continued to get more terrible. The Assistant Manager (not sure of her name but she made sure to tell me she was the Assistant Manager) tried to tell me this was normal and expected with wear and tear. Reminder, I wore this ring less than 24 hours. I don’t think she even apologized once. She told me they could easily fix the diamonds and to come back in 15 minutes. When I come back to pick up the ring, someone else is helping me, and I realize the new diamonds that have been replaced are not the same size or flush with the other diamonds on the band. They take it back and tell me again, come back in 15 mins. I come back, literally nothing has changed and the band looks the same. The Assistant Manager steps back in and has the audacity to tell me it’s normal for the diamonds not to be flush when they have been replaced. I tell her that I want the ring to look how it did when I bought it seeing as I haven’t even gotten to wear it. She continues to argue with me saying “I’m the only person who will notice” .. excuse me? I’m the person who bought the ring and am the only opinion that matters in this situation because I’m the one wearing it! I ask to talk to her manager who of course isn’t there but she says I can call the corporate office. I now leave and call corporate who thankfully was much more apologetic and understanding. They apologized multiple times that I couldn’t wear my ring and said it’s not normal at all for the diamonds not to be flush, especially since mine has prongs and can snag/catch on clothing, fabric, etc. and ultimately cause more wear and tear. They offered to send me a return label to mail in to the corporate office and have fixed there. I was happy with this resolution because I don’t trust anyone at the local location. However, I will again go another month or so without my wedding band while they fix what should have never happened in the first place. 1000% do not recommend, wouldn’t make another purchase from here.

• Note, the solitaire pictured was NOT purchased...

Do NOT BUY FROM THIS STORE. it’s been a horrible experience from start to finish. Most recent experience- my wedding band lost a diamond. I took it in for repair. After two weeks, they call and say the jeweler is out of town for an emergency, they need to send it off so it will be another couple of weeks. No problem. Another few weeks pass, go pick up the ring…. The diamond replaced was very clearly smaller than the others on my ring. Argued back and forth before finally leaving the ring with them and having them re do the repair. Few more weeks pass, go pick up the ring. Exact same issue. They didn’t send the ring back off. They just cleaned it thinking I wouldn’t notice. At this point, so irritated, I just take the ring with me with a smaller diamond. Will never go here again. This is just one issue I’ve had amongst others. Every time I step into that store, it’s a bad experience. Bill the “manager” didnt even remember me a day after buying a very expensive ring and never has acknowledged me when I step into the store since then. Buy your diamonds elsewhere. Trust me.

Update- after reaching out to corporate bc store service was so horrendous, they begged me to take it back to the store for a third attempt at repair. Just picked it up. Still the same issue, you can tell immediately which stone was replaced. To rub salt in the wound, for them to allow me to take my own paid in full wedding ring, back home with me, I was forced to sign a form saying I was happy with the repair. If I didn’t sign the paper, I couldn’t have my ring.

Beware!!!

See pic below…. Clearly the second diamond from the left doesn’t match the others. It’s smaller in size and darker in color. This store argued with me saying it’s the same size and color diamond…. Clearly not the case. I’ve reached out to corporate and the store multiple times to have the problem corrected…. No one seems to care enough to bother.

Update 2- after 3 weeks, someone in corporate finally emailed me back and said to send my ring in for repair…. I replied back asking how long it would take, etc, and haven’t gotten a reply. I’ve gotten zero responses from the retail relations email address I was told to email regarding this...

Shopping here was by far the worst experience I have had when actually looking to make a purchase. I originally came in to get a ring cleaned and Kristen helped me out and showed me a couple of rings and was just fine.

However, when I came in with my fiancé I was greeted by Clarissa and it was instantly a high pressure sales attempt. She failed to listen to anything that we asked and would not help us out with any customization of the rings or designs even though this is a service they offer because they wanted an immediate sale. She continued to tell us things couldn’t be done and that we were wrong when other associates had said differently. When we said we probably wouldn’t be purchasing today but would like to see diamonds we got dumped on another sales rep Terese who was just as pushy or worse. She continued to show us diamonds outside of our price range and asking us if we were going to buy today and financing plans even though i had explained that we were looking. We tried asking her about customizing a ring and she said it could be done but would take a month or two which we said was fine, but she wouldn’t discuss this option any more besides that because she wanted to get us out the door that day with a ring. My fiancé asked if they could do a ring they had in rose gold, which is possible, and was immediately asked if she actually wanted it or just because it was “trendy” because she wanted to sell what was on stock.

In conclusion I would not purchase from here or even bother going into this location. The customer service is terrible. If you do go it is your best interest to go when it is dead as possible so they will not be worried about selling to someone else.

The plus side their rings are very beautiful. Maybe check out a different location if you like the ring or just have it custom made somewhere else ( almost any jewelry store will offer you...