Helzberg Diamonds — Local services in Leawood

Update - we emailed the contact in the review response, and nothing, it’s been weeks, sent my email per their request to n 9/16; so it seems that they are not interested in customer service/satisfaction 🤷‍♀️

We had a wonderful experience working with Susan, who was patient, kind, and incredibly helpful. My boyfriend and I were so uncertain that we actually left and spent three hours discussing outside of the store before returning to finalize our purchase. Susan never made us feel rushed and truly cared about guiding us.

Unfortunately, everything changed once it came time to check out. Susan rang us up, and we were confused when the total was higher than what we had been told. When we asked, Susan confirmed that the warranty cost had not been properly included — and when she checked with the manager, Andy, he simply said, “yes, that didn’t include the warranty” as if that matched our actual conversation. This was especially frustrating because we had asked multiple times for the full and final cost, including taxes, fees, and the warranty, in order to stay within our budget.

What should have been a wonderful and memorable milestone was instead overshadowed by the manager’s sneaky sales tactics. Even though we have a $100 gift card, we will likely never use it. We plan to pay off our purchase as quickly as possible and will not be returning to this company. It’s a shame, because Susan deserves every bit of recognition, but the manager’s approach soiled the entire experience.

⚠️ Advice to future customers: double-check every detail of your purchase, because transparency here is clearly...

My fiancée got my custom ring from a jeweler in Wichita and since we live in KC, when the center stone came loose I was a little panicked at the thought of traveling anywhere with it. I am a past customer of Helzberg when I lived in Omaha, so I knew this is where I wanted to take my business since I trust them with my jewelry. I walked in and Susan greeted me immediately and took a look at my ring. She told me the cost to tighten the stone not be bad and she gave me an upfront quote with a timeline of two weeks. I mentioned to her I have a small chip on my morganite center stone and was wondering if that would be an issue- as soon as I mentioned this, a male coworker cut her off and said the jeweler would not tighten the center stone because he would be liable for any damage. Susan offered to take it back to the jeweler to take a look and the male coworker kept insisting the jeweler would not touch it. Susan took my ring to the back anyway and the jeweler actually tightened the center stone there on the spot. Susan came out and offered to clean my ring for me and said I would not have to pay for this service. She was very sweet and had impeccable customer service. I did feel slighted at the male coworker’s response as he had never once acknowledged me, but only shut down Susan’s offer to assist me with a ring that is very special to me. I will be returning to this store because of her wonderful level of compassion and care, and despite the...

We came in looking for an engagement ring. My g/f found one she liked. The older female associate asked my girlfriend in front of me: "don't you want a bigger diamond?" My girlfriend's jaw dropped in shock and embarrassment. She was happy with the diamond size she found. A bigger diamond is not always better, nor should customers be pressured about their choice or budget constraints.

The associate kept pressuring for a larger diamond and scoffed when my girlfriend responded that she was happy with what she found, and was taking our already-discussed budget into consideration (which I appreciated). The associate did not respect her answer and turned her attention to another customer.

We came into Helzberg excited, and giddy for this special experience only for us to console each other in the car afterwards feeling as if I can't provide enough for my soulmate.

Long story short, this was a horrendous way to begin our engagement experience and will never recommend this store to others while this associate continues...