Helzberg Diamonds — Local services in Greenville

Don’t waste your time. My Fiancé and went to Helzberg to pick out her engagement ring and would eventually come back to attempt to buy our wedding bands from them. However, every interaction we have had, with anyone at this store, since picking up the engagement ring has been nothing short of abysmal.

My fiancé took her engagement ring back in to be cleaned & polished before our engagement photos. Shortly after this she noticed a small scratch on the ring. She took it back to Helzberg to have this removed with the warranty we purchased. When taking the ring in to have the scratch removed, she explicitly discussed removing the scratch would not alter anything else with the ring. They assured her everything would be fine and not to worry.

Upon being contact that the ring was ready for pickup she went back to Helzberg and noticed there was a small dent where the scratch used to be and one arm of the cathedral was now straight instead of an arch. You could also feel this dent in the ring. She expressed this to an employee and the employee dismissed everything my fiancé said and stated that “she was confused about what she’s looking for because she can’t see anything wrong” this was very frustrating to hear, and a lie as you could physically feel the dent. The employee then agreed to have the jeweler take a second look. The only catch with this is that the ring would be ready 3 days before our wedding and she could not have it done any sooner.

When we went back to pick up the ring the dent was still there and again we were dismissed by the two employees one of which said “this is something that is being fixed by hand so it may never be able to be perfect” why anyone would say this to bride 3 days before her wedding is beyond me.

Long story short we ended up taking the ring to a different jeweler that is doing our wedding bands. He saw the issue, fixed it immediately, and we went home with it that night. Our wedding bands are another long story of being dismissed by Helzberg and told we were wrong for not being happy with the bands we received.

One of the easiest skills to have is effort. Even if you can’t fix something personally, or don’t know how too. It takes nothing to put forth a little effort and show a genuine care for a customer spending a significant amount of money on an incredibly sentimental purchase. Several times when visiting Helzberg for our wedding bands and issues with the engagement ring we were treated as if we were an inconvenience. Employees would literally walk away mid conversation to return with something they think you want instead of listening and understanding what you’re looking for. We do still have a warranty with them but at this point I would gladly pay for a different jeweler to fix our issues than deal with anyone at Helzberg. Speaking with any management is also little to no help. When returning our wedding bands the store manager held us there for 3 hours because she was unable to figure out how to process the return. I called the next day and an assistant manager fixed everything in 5 minutes on the phone. Turned out the assistant manager was there that day but the store manager was too prideful to ask for help and instead left us in the dark for 3 hours.

Helzberg has been the worst experience. For something that’s so special in your life please go...

Update: I heard back from the district manager after posting this, but as of August 26th, I still have not received my ring back or a resolution. Communication remains very poor.

My husband and I purchased two wedding bands in April. We were very clear in our request: we wanted the two bands to be soldered together to create an enhancer that my engagement ring could slide into not to have my engagement ring permanently fused to the bands. Unfortunately, that is exactly what was done. My sterling silver engagement ring was soldered to the white gold bands without our consent or understanding. At no point did anyone explain that the three rings would be fused together, or that combining silver and gold could cause long-term damage. The associate we worked with, Carlos, explained that my engagement ring needed to be kept to ensure a proper fit between the bands, which made complete sense. He also explained that we wouldn’t need to pay the soldering fee because we were purchasing the warranty. When I picked the ring up, I immediately noticed it was not what I requested. The associate at the counter told me it couldn’t be fixed before the wedding and that it “looked good” essentially telling me to just accept it. A few days later, I returned and spoke with an assistant manager. I was told I would have had to pay for gold bars to create a true enhancer, and that “gold couldn’t just be given out for free.” This was never explained to me at the time of purchase. I also expressed concern that the soldering may void the warranty on my original engagement ring, especially since it was subjected to heat and soldered to bands of a different metal. I was told this shouldn’t void it, because Helzberg often works with rings from other jewelers. We were told to return after our wedding to reassess the situation. I also pointed out the soldering looked rushed, uneven, and off-center. On June 26th, I called the store to report that my engagement ring was turning black. I was met with resistance and questioned as to why I waited so long. I explained we had just gotten married on May 24th and I had barely worn the ring set for a month. When I brought it in, Madison (if I recall correctly) acknowledged how sloppily the soldering had been done. She explained that my engagement ring was sterling silver, and the bands were white gold — something that should have been clear from the beginning. She said that mixing the two is very difficult to solder and may cause tarnishing, but again, we never asked for the rings to be soldered together in the first place. She assured me the ring would be repaired and restored to “good as new” condition in about two weeks. After that time passed, I called to check the status. I was told the jeweler still hadn’t done it correctly, and Madison didn’t feel comfortable letting me take it home again in its current state. I received a notification that the ring was ready on July 19th and picked it up on Monday, July 21st. On Saturday, July 26th, I noticed the ring was already turning black again — just five days later. They have absolutely destroyed my engagement ring and I’m so disappointed and have no intentions of recommending this company to anyone, telling everyone to stay away. This is absolutely ridiculous and...

The WORST customer service! To make a long story short, I have to drive two hours round-trip to this store because it’s the closest one to me since they closed the store at our local mall. I had broken a prong off of my ring and a diamond missing so since I have the lifetime warranty, I took it there to get it replaced when I received it back it was still missing a diamond. We were very aggravated that it was still missing a diamond and one of the excuses was it wasn’t written down on the paper and even though we have a jeweler look at all of the incoming that was sent off to be fixed we didn’t call you to check because some people have missing diamonds for a sentimental reason. ARE YOU FREAKING SERIOUS? Who is their right mind wants a missing diamond from their WEDDING RING and band?!!! So instead of saying “I apologize we will have this fixed immediately and have it expedited to you” we were told by the manager that they would have to send it off again to be replaced and it was going to be another 3-5 weeks. We could pay $70 and get it back in a week if we wanted to, but they were not going to pay for it to be done even though it was their fault. Ashlyn the manager was FAR from understanding and definitely NOT eager to fix the issue. Now after being in customer service for YEARS I can go ahead and tell you right now that as a manager, I would not be throwing my employees under the bus for their actions. She doesn’t need to be in that higher position if she’s going to lowball her employees . Whether or not your employee is PREGNANT OR NOT!!!! It’s about taking responsibility and doing what is RIGHT for the customer! After talking to others about the situation, they ALL responded with “yea they have the worst customer service and for that reason I will never shop with them ever again.” DO NOT WASTE YOUR TIME WITH...