Helzberg Diamonds — Local services in Chandler

Update at end

This place still has my earrings but every day that passes I get more and more angry. My husband bought me the earrings from the white sapphire collection and gave them to me on our one year wedding anniversary; May 10, 2023. I'm an unemployed housewife whose biggest adventure is the grocery store, but I still wore the flashy things about 6 times during the month before the largest sapphire fell out of one of the studs on June 9th, 2023.

My husband and I brought the earrings to Helzberg diamonds on June 14, 2023 and were met by an employee who proceeded to tell us the repair would cost $30 as the earrings were not under warranty and my husband didn't buy the extended warranty. We understand warranties, but we we raised a fuss reiterating that the earrings were under a month old. She went into her manager's office where two other women sat silently with the lights off, watching the exchange. She came out and told us that the manager "agreed to cover the cost of the repair as a one time exception" and then she pushed us into purchasing the extended warranty for $59.99 which is over 1/3 the cost of the jewelry. My husband pressed her - "Helzberg Diamonds does not offer a warranty on their brand new jewelry??" She shakes her head while smiling and telling us all the great things the warranty we didn't purchase has to offer; the two other women (reminder: one of them is the manager) witness to this action, still remaining silent and not emerging from the dark office to assist.

We finished the claim process and she tells me my earrings will be ready for pickup on July 14th meaning Helzberg Diamonds will have had my earrings longer than I was able to wear them. I argued my husband could bend the prongs himself at home with a set of pliers in 5 minutes, but she was quick to tell us that the location's on-site jeweler is currently handling over 50 repairs a day which immediately led us to wonder about the overall quality of the jewelry here. How is it that one jeweler is completing 50+ repairs per DAY and my brand new earrings will be missing from me for a month? I strongly considered asking to return the earrings altogether and purchase a new pair but I decided to leave them in the repair queue and think about it. I left crying. Happy anniversary to us!

When we got home we decided to look at Helzberg's website and wouldn't you know it? A year warranty on defective jewelry, which this situation clearly applies to, but I can confirm that 3 of your employees at Park Meadows Mall either don't know this or they simply didn't consider a stone falling out of 29 day old jewelry to be a manufacturer defect. If I was a corporate employee reading this review, I'd be combing through their receipts making sure others like us who didn't argue or benefit from a "one time exception" receive refunds on their broken jewelry repairs that are under warranty.

From your website:

"12 month guarantee We guarantee the material and workmanship of your purchase. We will repair or replace your mounting without charge if any defects are found during this period. If your jewelry becomes damaged as a result of manufacturer defect, Helzberg Diamonds will repair or replace the item, at our option, without charge. Guarantee excludes normal wear and tear and all damage caused by abuse."

6/27/23 Update: Sha (pronounced Shay/Shae) emailed me from this review and gave me 3 options. 1. Have the jeweler repair the earrings by 7/1 pushing me up the queue, 2. Exchange the earrings for a new pair now, and 3. Refund. What more could anyone ask for? The email was so beautiful I printed it out for my fridge as I've never been given so many options that benefit me. I opted for #2 and I'm currently wearing my brand new pair of earrings and this experience is behind me a full 2 weeks before I expected it to be. I couldn't be happier with how it all turned out and I'm changing the review from 1 to 5 stars. I hope Sha has a...

If you're considering purchasing an engagement or wedding ring from this location, please think again. My husband purchased my wedding ring set from here several years ago. When we initially went to browse the rings the service was fantastic, everyone was so nice, it felt good purchasing from here. And my wedding ring set he chose was gorgeous. I loved it every day I wore it.

However, the maintenance for their pieces is terrible. Any time I needed maintenance on my ring (repairing loose stones, re-treating of the white gold, etc.), it took forever. I think the shortest wait I had was exactly one week. But it usually ran over a week, sometimes more than two. And every time they gave one of two excuses. Either the jeweler was on vacation, or they were getting a rush because of a holiday coming up.

What holiday happens in Aug. that everyone needs their jewelry to look their best, I'm not certain.

And to rub salt in the wound, the staff is completely unapologetic if I had an event coming up that I wanted it done for earlier than that. The last time I went (and vowed never to go back), I explained why I was hoping to get it sooner, the associate's response was, "So do you want it, or not?". I never got any apology or empathy with them, but that was the worst.

My husband and I got so sick of their attitudes that we exchanged the set at Jared a few days ago, and purchased a new set there. I own many Jared Neil Lane, Le Vian, & Smithsonian pieces, and all the same service is done within 2 hours, much better than about 2 weeks. And even if I am going in for service instead of a purchase, they're so wonderful and attentive. The attitudes at Helzberg ruined any chance of us wanting to do business...

Update 1/1/2023: The manager of this location took the time to reach out to me about the situation below. She was very kind and took the time to explain where my ring is, why it is taking so long, and we cleared up the bit of miscommunication that was on my end regarding pick up dates. If this had been explained to me when the original interaction had taken place, I would never have felt the need to leave a negative review. Since the store manager was very kind and took time out of her day to follow up with me and apologize for what took place, I am updating to a five star from the original one star. Thank you so much!

Original review: Dropped off my ring on November 25th to have it cleaned and repaired (diamond had fallen out). This is my WEDDING RING, not just something of little value. The PROMISE date on my receipt was 12/28…..OVER A MONTH waiting period, I have gone a month without my wedding ring. I drive all the way to Chandler to be treated horribly by the snooty employees they had working there, not a single customer in the store and they didn’t even greet me for the first minutes or so of me being in the store. When I ask “is there any idea of when it will be ready?” All she says is “it’s been sent to corporate so we don’t know”…..WHAT?!?? And then I politely mention “it’s been over a month” This snob’s response “yeah it takes a while” Clearly, this woman was inconvenienced by my being there. Please fire whoever this woman is and let me know who I can reach out to to get my WEDDING RING back!!!!!

Also- don’t call it a PROMISE date if it’s not going to be ready WHEN PROMISED. I honestly believe this is one of the worst business experiences I’ve had in a...