Helzberg Diamonds — Local services in Greenwood

Bought a ring about three years ago from Helzberg at the Greenwood park mall. Within the first year the stone fell out. I took it in and the store clerk switched it out with one in the case. Over the next two years I went in twice sometimes three - four times to get my ring cleaned as I wear it ever day. I look around and they give me my ring back. I was in July 24 looking at wedding bands with my daughter to help my son pick one. There was a girl being trained and she showed us different cases but you can tell she hadn't been there ling as she was asking another lady behind the counter where everything was. While there I got ring cleaned . We brought my son back the next day to show him the rings he was looking for and had a manager push for a higher ring outside of his budget. After we mentioned we are looking to stay in budget and was shown several rings in budget. He ended up getting a ring from another source. Fast forward to November my stone fell out of my ring again. I tool ot in and they said it was no longer under warranty since I hadn't brought it in for regular cleaning and that they had no record that I've been there since I bought it! Even though I've been several times both with the same issue and getting it cleaned. I told them I was just there in July and one of the girls that was working was being trained that day. The tall older lady scuffed at me and said she only cleaned jewelry she doesn't show any. Ok but how do I know she was being trained if I wasn't here in July when she started? She said I would have to pay for the repair and I refused. I asked to speak with the manager and she said the manager was busy that she would take my number. She was extremely rude and said it's only $30 ... its not the point.. I paid for a lifetime warranty they are not trying to honor. I ask for the corporate number as well and she went into the back. The manager came out already agitated and stated I voided my warranty because I didn't come in but I explained that I had several times. She said you can call corporate but they will just call me so your wasting your time. I said I'd take my chances and still requested my jewelry back and corporate number. She walked into the back and then came back out yelling across the store to go ahead and put the order in she will pay for it out of her paycheck. This is ridiculous. How ironic if the store clerk doesn't put in what day you walked in they void your warranty. Seeing how this is the second time the stone has fallen out I can see why a company wants to be shady and honoring their...

I just wanted to share my Helzberg experience.

I bought a very, very expensive engagement ring & love it (I won't say how much but it was a silly amount for me). I went with my (now) wife to purchase wedding bands. Again, the wife got something expensive & the sales person suggested a ring for me due to the durability of it. Salewoman said "a lot of guys who work with their hands like these rings because they're super tough & very hard to damage". I don't work with my hands, but figured that it'd be safer to go with a super-durable ring so I went with her expertise & bought the $350 ring she suggested for me.

Flash forward to 6 days after our wedding (when I started to wear the ring). I'm going to repeat that... SIX DAYS. I moved my kid's woooden toy box & to my surprise I find large scratches in the ring from the wood & the finish has come off!

No problem I think, Helzberg is a reputable establishment & it wasn't some cheap ring, they'll stand behind their product.

I go to the same store & 2 different ladies are working, one of which is the store manager. One says "oh, that ring is junk... the finish is PAINTED ON". The other says "we don't have to replace it because you're outside the time limit". I said that's true, but we just got married, we bought it & it's been in a drawer until the wedding day that was six days ago...

So I contact customer support... who says that I hope I enjoy the (damaged) ring I have because it's outside the time limit & they will not allow a return.

It also took Helzberg TWO WEEKS to finally respond to my issue & basically say "too bad, so sad, thanks for all that money though".

Painted on rings & terrible customer service. I've never written a review like this but this is beyond...

Terrible service

I left my daughter's watch to be fixed and after a few months I stopped in because I hadn't heard anything. They apparently received the estimate to fix the watch at some point, said they left a message to let me know the cost (I never received it), put the card associated with the repair back in their repairs drawer, and left it to sit without any other follow-up. I wasn't happy that only one claimed attempt to reach me had been made and then they left the card to sit taking no further action on it. Not to mention my repair request card was intermingled with all of the other repair cards, so I'm guessing they don't check the status or dates on repair requests.

My husband happened to go to the mall a couple of weeks later, so I attempted to call the store to say he would pick it up for me.

The phone rang and rang (probably 20 times each), then disconnected. I tried again and still no one answered. So I told him to have them call me if there were any questions.

A few minutes later I received a call from them asking if it was Okay to let him pick up the watch. I told the sales person that I had tried to call to let them know, but no one answered. She said, "we were busy."

Not only was the repair estimate excessive in my opinion ($80+ to reattach one of the hands and change the battery), but the lack of service and customer care was surprising for an established brand that is well-known nationally. Needless to say we won't...