Helzberg Diamonds — Local services in Crystal Lake

My review does not pertain to Helzberg Diamonds as a company, but specifically to the Crystal Lake location. I will never again put a piece of my jewelry in their hands.

My experience began when my diamond fell out of my solitaire engagement ring. After a close look by two associates, I was told that all of the prongs were in good condition. Similar to me, they were perplexed as to how the diamond suddenly fell out. Regardless, I was told that my diamond would be reset into the ring under the lifetime warranty. Two weeks later, I received a phone call that my ring was ready. Immediately after the associate handed me my ring, I noticed that it looked different. My first thought was that the diamond looked smaller, but upon closer inspection, I noticed the ring head was different. The associate then mentioned that they did, in fact, replace the ring head. (No one notified me that my ring head would need to be replaced, nor did they tell me until after I mentioned that it didn’t even look like my ring.) I handed the ring back to the associate and she told me that someone would call me first thing in the morning.

Over the next week, I shared photos of my original ring and visited the store multiple times to discuss the issue. However, day after day, the assistant manager refused to acknowledge that there was any difference between my original ring head and the replacement. This was maddening, as it is evident that my original ring head showcased more of the diamond, whereas the metal on the replacement covered much more of the diamond. I find it both shocking and alarming that professionals working in the jewelry industry cannot recognize this discrepancy. Because of the refusal to acknowledge the problem, it was impossible to reach a solution. Our conversations went in circles and I grew increasingly frustrated. At this point, I asked for my ring to be shipped to the Gurnee Helzberg location because that is where my husband purchased the ring.

Within minutes of stepping foot in the Gurnee location, their store manager immediately identified the problem and provided a solution. After such a terrible experience at Crystal Lake, I was shocked at how simple and easy this was. Just a couple days later, I picked up my ring and it was perfect. It looked exactly like my original ring.

I will never again return to the Crystal Lake location and highly recommend another location, such as Gurnee, where the team is knowledgeable, ethical, and...

I had my engagement ring and wedding band soldered together. The wedding band has four smaller diamonds on it, so I said I wanted the diamond in the engagement ring centered with those diamonds. The first time around it came back and was not. The second time around the bands themselves were not even lined up. After going in multiple times and being spoken to in an extremely condescending matter and lining them up myself for the “master jeweler” they finally came back the way they were supposed to. It was a stressful experience and to be talked down to and glared at for asking them to do the job they were supposed to the first time around was ridiculous. The manager also took it upon herself to test my diamond for no reason and told me my lab diamond was moissanite. Lab diamonds are electrically conductive and often test as moissanite and we have a ID number for the diamond, but the fact that she took it upon herself to test the diamond not BEFORE they took it but AFTER as she was giving it back and said “just to let you know… the big stone came up as moissanite it’s not a diamond” in the MOST condescending way. It’s almost as if she wanted to say “ha ha it’s not a diamond” or to somehow stir the pot between my fiancé and I. We will NOT be returning here ever and suggest that if you need any jewelry or repairs you take your business literally anywhere else. Do not trust them with your jewelry. It is not worth the money you save- go somewhere smaller where they treat you...

My husband and I are super impressed and happy with our most recent experience at the Helzberg Diamonds store in Crystal Lake, IL. The customer service we received was beyond exceptional, and the associate David H. along with a colleague who was in training, provided us with the best customer service we have had in a long time at any retail location. I had a number of tangled necklaces that I was hoping to get untangled, and the associates worked diligently and carefully to get all of my necklaces untangled and separated. They took their time to finish the job even 30 minutes after the store was closed for the day! They were so kind and respectful, and we are so grateful they were able to do that for us instead of trying to untangle them ourselves. I now have all of my necklaces back and untangled. The customer service team was also able to inspect and clean our wedding bands and my engagement ring in the time we were at the store, which we also greatly appreciate and love that this is a service that is offered by Helzberg. We are longtime customers of Helzberg Diamonds and will continue to support them and utilize their services because of the great customer service we receive when we frequent their store, especially this most recent visit to the Crystal Lake location. Thank you so much to the staff at Helzberg, we are very appreciative of your awesome service and will be recommending you to our friends and family for their fine...