Helzberg Diamonds — Local services in Austin

I am writing today to express how unhappy and disappointed I am with the service we have received with this company. My husband and I have been loyal customers at Helzberg for over ten years and when we were getting married it was our first choice for my engagement ring. Well my husband ended up getting an amazing deal on my ring and guard at an antique store and low and behold it was a Helzberg ring! Before the big day the diamond in my ring ended up falling out so we went to The Lakeline Helzberg to find a replacement. Once there Mercy was the amazing associate that helped us. She found the perfect diamond (in a solitaire setting) to replace the diamond that fell out of my ring. They agreed to do the work and added the lifetime warranty and promised they would honor it for my original ring since it was also a Helzberg ring.(as an added incentive to buy, I’m sure, since we ended up spending about $7000..) The store then sent the rings* off for the customization and sizing and within weeks I had my dream ring! Well that didn’t last.. After a few months a prong broke off and my center stone was loose.. we went back to the store and had it repaired. Right.. well, then this happened two more times!! The work the jeweler did was not quality work and to this day my prongs are uneven and the diamond is off center! But I got tired of dealing with the same issues that I stopped wearing it.. Besides all this we continued to go to Helzberg for all inspections and repairs for my ring because of the life time warranty. But each time we went in, it was a hassle with the associate’s because in the system it said I had a solitaire, but in reality I have a halo setting and guard and I would have to explain the unique story to my ring and then the repair or inspection would be completed..Mercy even ended up writing on my inspection card so that I would stop getting questioned each time. Well, all was fine (besides the shotty work and customer service) for a while, until today.. I finally decided it was time to size up my rings since they don’t fit after having my baby. We went in and had an associate that had helped us with my ring before. Yet she didn’t recall any of our previous conversations and again was questioning us about the ring. I repeated everything I have mentioned before and told her that, although difficult, we have always had the warranty honored and have had the rings repaired, sized and inspected every time with Helzberg since 2014! She kept saying that they wouldn’t do it and that she could give me a coupon to size it at Fast Fix in the mall! She even went and talked to the manager lady twice in the office just to come back and say “no, sorry I just work here” and that “Mercy doesn’t work here anymore” and “she did something for you she wasn’t supposed to”. The manager came out briefly to reiterate that “you could pay for it if you want” With a smirk, before returning to her office! I literally started crying out of pure embarrassment and disappointment. The lady that helped me just looked at me like, too bad I guess you were lied to.. I have never had such a bad experience with any company in my life and I honestly feel stupid that we ever fell for it. I loved my ring.. and now I’ll always be reminded of the terrible treatment we have received and the lies that were told to us since the beginning.

I’m sad writing this but we will...

Brought a mens wedding ring and looked good in stores but didn’t look good outside. They had to make a “special order” just to order the size 10.5. I went in to return the purchase within a week, Raghu and Priscilla said it was non-returnable because it was a special order made according to your size. This made no sense because you can order a size 10.5 on their online website and return it. Helzburg return policy doesn’t mention anything about how you can’t return a custom ring size. They offered to exchange it for something else at their store but weren’t ready to give me a refund which the ring costed $1300 dollars. he kept saying its a “custom order”( just because we ordered a 10.5 size that was not available in store, nothing else was customized ) and this cannot be refunded, only exchanged. This seemed very suspicious because it looked like they didn't want to lose this sale. Raghu and Priscilla took me to the side away from their colleagues so they can’t hear that they were giving us wrong information. we contacted different locations right after we left to see if we could return this purchase and they said yes. I was easily able to return the ring at the Barton Creek location without any hassles. Its super disappointing to see how these employees Raghu and Priscilla are taking advantage of customers just for their sales targets or commissions, no care about customer satisfaction at all!!! Definitely not returning...

I bought my diamond wedding ring and diamond cocktail ring at Helzberg at Lakeline Mall. I went in yesterday for my 6-month inspection and was approached by Ashely Ayre. I told her that I was there to get my rings inspected. When I gave them to her, she asked for the inspection card and I told her I did not have it. She seemed a little put out and said it would be about 5 minutes. After a few minutes, she returns the rings back to me "all shiny and clean". I ask for a new inspection card showing that it was inspected. She smirked at me and said "you never gave me your name". I was a little surprised at her attitude and told her she never asked for my name and as a customer she should have. I felt like I didn't belong there - like I was bother her. She then explained condescendingly to me that Helzberg changed their policy and they will not issue a new inspection card unless it has been lost. And that I can come back to get it re-inspected with the inspection card, once I have found it. She should have asked for my name when I told her I was there to get my jewelry inspected. She should have told me of the policy change when I told her I did not have my inspection card. The personnel at this store has changed and not for the better. When I started going to this store a few years ago, I was treated with kindness and respect. When it is time to buy more jewelry, I will not be going back to Helzberg at...