Helzberg Diamonds — Local services in Fayetteville

Only rating a 4 because of one 5 star employee. Otherwise I would’ve given a 1.

Our experience at Helzberg was rocky from the start. From being pushy to not properly explaining things to downright ignoring us. The majority of the associates seemed as if they couldn’t be bothered to help us when it came time to pick up our rings, passing us on to the next person over and over while they all stood in the corner of the counter and gossiped. Only one associate was actually with a customer. The jewelry expert in the cubicle came out and asked us if we’d been helped and we explained how all the other associates told us someone would be with us in a moment and she apologized and proceeded to give us our rings. After that the associate that had been busy with customers cleaned my beautiful emerald ring and explained to me what inclusions were and had the expert come back out to make sure she was explaining it correctly and was correct that my stone had a birthmark. My husband’s ring had to be sent back off for arthritic beads. We returned 2 weeks later to pick his up and were graced to be immediately greeted by the same associate as before. Marshelia, again, went above and beyond with her customer service, offering us the experience we deserved to have. She was on the ball helping us, making sure we were happy, going the extra step in getting us chilled waters and providing the authentication paperwork for our rings. She is a 5 star employee and the only person, apart from the expert, that I would recommend someone to go to for their jewelry. She is kind and courteous and genuinely cares about what her customers think and feel. The majority of the rest of the associates need to be retrained in customer based...

Ordered a bracelet on May 2nd for the item to be shipped to the store and for me to do a in store pickup for said item. I never received an email that the item was delivered and ready for pick up. I reached out 2 times through the customer chat to see if my item was ready for pickup, they said it wasn't. On May 27th I went into the store to see where my item was. I was told they didn't have it and they had a computer glitch around that time. I then reached back out to the customer service chat again and they said the item was delivered to the store on May 7th, funny thing is on May 9th I reached out to customer support chat and they said the item wasn’t received. Today on May 28th I was told from the store they had sold the item. They are unsure about how they will proceed, even though the first thing to come to mind is to refund the customer who already paid for the item and didn't receive the item. If this wasn't a big expensive box store first thing that comes to mind is that I've been SCAMMED. I shouldn't have to jump through hoops for a refund on an item that they sold and was already paid for. This was a Mother's Day present that we will no longer receive.

UPDATE: their customer service just called and I can get a refund but I HAVE to drive to the store which is an hour away yet again just to get my refund instead of them releasing the funds back to my helzberg credit card. BEWARE WHEN SHOPPING WITH THEM. They do not care about...

Now that I live in PA the nearest helzburg store is over an hour away so when my wife's necklace broke I did an online order for a new one. When the necklace came in the mail it was small and looked like it would easily break so I took it to the store in Maryland to upgrade for a thicker one. Once I got there I was told the necklace I brought in didn't match the necklace on the receipt and to ask my wife if she put the wrong necklace in the box. Needless to say I was completely embarrassed bc they probably thought I was trying to exchange a cheap necklace for a better one. I told them no I just got it in the mail today plus my wife's necklace is broken. The necklace I received was a 10k but the receipt says 14k so I called customer service and they have me shipping them back the wrong necklace. So whoever picked this necklace out at the Fayetteville store you picked the wrong one! I will never do a online order again and have to go through that embarrassment. I will find a jewelry place around here instead. My receipt and the necklace that came in the box are...