Helzberg Diamonds — Local services in Livermore

Avoid this place! Rudest service I have ever received in my life. I bought a diamond pendant two weeks ago as a gift for my sister. My sister did not like it so I went back yesterday to return it. Erika, who says she is manager and that she cannot take it back as it’s clearly worn. I’m shocked as it’s never been taken out of the box since ether day I bought it. It’s their new trick to avoid taking items back. When I tell her it’s never been worn except when I was allowed to try it on the day I purchased she told me that the chain which is white gold had clearly turned yellow as she has years of experience identifying them in the first look. I asked her to show me where and she did not in the first then she tried to see under magnifier and tried really hard to find something which she obviously couldn’t as the chain was never worn. They just simply blatantly refused to take my return when I’m clearly in line with their return policy. I asked to see if I can speak to someone else she asked me to return tomorrow(i have to drive back 2 hours in covid pandemic) to speak to the actual manager. I’m utterly disappointed with the service I received. I made sure I can return the product as I am buying it as a gift. How did they hire someone who claims to have years of experience and lie about a discoloration of a chain? What does that say about their quality if they are so sure a chain got discolored within two weeks of purchase? I have never received such service in my life of buying jewelry. Zales has so much better customer service and quality too. Take my advice and avoid this place. They are rude, shady and will do anything to avoid a return.

Update: I drove back to the store and asked the manager to show me where the yellowness of the chain is. After much verification she couldn’t find anything wrong with the item and had to give me refund. But the process...

There are two parts to this review.

1. The sales staff for the most part is helpful and friendly. I have been going to the Stoneridge store and the Livermore store for over 3 years. There are a couple employees that obviously haven't been there long, but usually a manager will be right by there side to make sure things run smoothly.

2. NEVER NEVER NEVER NEVER!!!! Sign up for their financing/credit card. I have had nothing but problems with it. Overcharging, ongoing billing, I had divided out their 0 interest financing for 6 months and paid on time every month so that I could pay over time, but accrue 0 interest. Well somehow at the end of 6 months I owed 67 dollars for which I was then charged a late fee when my auto pay didn't pay the bill for something I shouldn't have owed. Needless to say I got them to credit me all 67 plus the late fee. Then on top of that I just ordered another present via my card, which was then returned for the same price. Which if you do simple math should have taken care of any amount due. Well again now I "owe" +$60 that I have put an inquiry in to their billing dept. and they are under review. But I have received over 38 calls in 4 days from an automated recording letting me know I have a balance due... Hence the review. Please do not sign up for what sounds like a great option of 0 interest. No matter how much the charming helpful staff lets you know...

I called and a lady named Erica answered the phone and she was super nice and helpful and got me to come in to look at some rings. she also let me know that they were doing a special with American Express gift cards and the ring I wanted would qualify for $150 in gift cards. When I came in I asked for Erica but she was busy and I was handed to another clerk. She was nice and helpful, Did not have the same energy level or engagement as Erica did over the phone but nothing bad. I ended up buying the ring that I wanted and going through the process of it. at the end of the sale I was then told that they did not have any gift cards in stock and that they would call me sometime in a few weeks to let me know that my gift cards had arrived. I was a little in shock because I was told that I would receive the gift cards and also the fact that I lived out of town and they could not mail them to me. I was told I would have to drive back to the store to get the gift cards that I was supposed to receive when I made the sale. overall nice people but just felt a little empty leaving the store after I had spent over $1,000. It was a special Christmas gift and Christmas wrapping was not available and I had to ask a few times to get a nicer box for my ring which Erica end up...