Helzberg Diamonds — Local services in Ontario

Second update: The store is refusing to give me a credit more than 300$ for the ring they broke costing $1.6k. & corporate isn’t doing anything to reimburse me. I already took my ring to be fixed myself because they are taking so long to make things right. They said they would make a custom ring for me that I would have to pay for? Why would they think that’s a good idea? We broke your ring so let us make you a new one and you pay for it? This company is not trustworthy. The store failed to document any of the cleanings. Including my engagement ring that was purchased at this exact location, what if they damaged it? I would have had to pay for it because they didn’t do their documentation. This store manager is so frustrating to work with.

Update, it’s been 4 weeks and there’s still have not offered an acceptable ring or replacement, they offered rings that look nothing like the one pictured below, all under 200$ or another cheap bracelet. The original ring is an eternity style ring worth well over 1,000 dollars. I’ve spoken to over 5 customer service advisors and they continue to speak with this manager who will not come to an agreement. This company as a whole does not seem to give good customer service. I do not recommend you buy anything from this company. We bought my engagement ring from here as well worth over $7,000. Unacceptable behavior, I plan on reporting them to the BBB. This whole endeavor has caused me undue stress.

They broke a stone on my ring and then denied it happened. They said they do not have an ultrasonic cleaner in the back just soft brushes, which I’m sure is a blatant lie. I’ve worked at jewelry stores they all have some type of cleaner like that or metal brushes etc to clean jewelry. I had to call corporate because Ann Grady one of the managers I’m assuming “didn’t want to deal with” me. Super rude and unprofessional interaction over the phone. She said she would check the LP cameras and then proceeded to tell me she was there when the cleaning happened and saw my piece and that nothing happened to it. She didn’t clean it personally and couldn’t tell me the associate who cleaned it, so not sure how trustworthy she is. Ann called me back and told me my name was Maria, my name is Elizabeth btw. She called to tell me the person that cleaned my ring is on lunch and that she couldn’t do anything. I called literally within the hour of it happening. She can’t remember a name that I gave her literally 5 mins ago over the phone, weird. I ask what the shape of the stone was to try to confirm she saw my ring, she could not tell me. So another blatant lie. Was just referred to corporate to further escalate this situation. Be mindful when you get your rings cleaned here, it’s a free service. My fiancé bought the ring here at this location, nothing wrong with it very beautiful piece. They weren’t careful with the delicate stones on my sapphire and onyx piece that was a gift from my grandmother. End of day, their bad and they just reverted to “I didn’t do it.” Now I’m hesitant to bring my diamond ring back for a cleaning. Super upset because we bought the ring here and didn’t expect any issues like this to arise and where am I supposed to go to get it cleaned now? Before and...

I’m not someone who usually complains. I’m the type of person who doesn’t even return food when it’s made wrong — but I feel like I need to share my experience so others don’t go through what I did.

My husband bought my engagement ring from Helzberg in the fall of 2022. We worked with two staff members to design it, and at no point did anyone mention that the mount they were using wasn’t made for the band we chose. No one explained that the ring would sit extremely high or that the mount would spill over the band the way it did. I trusted the professionals to guide us through this process, and I honestly wish I had asked more questions — or that someone had simply been more upfront.

The truth is, I felt disappointed the moment I saw the ring. I would be lying if I said I didn’t cry for how disappointed I was in the ring that we spent time designing with the two employees as Helzberg. When my then-boyfriend opened the box to propose, I was overwhelmed with emotion — but also instantly noticed how awkward and unbalanced the ring looked. I didn’t say anything because I didn’t want to hurt his feelings, and I told myself it was fine. I somehow gaslit myself into thinking the ring was okay.

I wore the ring only on special occasions, trying to protect it — but despite that, the band completely snapped, just one section over from the main stone. It shouldn’t have broken there, especially with such light wear. It’s clear to me now that this was due to a flawed design: a thin band, a heavy setting, and a mount that wasn’t properly supported. That break didn’t happen because of neglect — it happened because the ring was set up to fail.

When I came in for my only check-in, I was scolded for missing the previous 6-month inspection. The woman the helped me was not very kind, and I left feeling intimidated and embarrassed. That experience made me uncomfortable to go back. O had started to bring up the my concern with the design of the ring and she immediately got defensive and told me I would have to pay extra to get things fixed. I’ve only been in that one time because of how I was spoken to.

Now, my ring is broken. I’ve lost a diamond. And based on my experience and everything I’ve read in Google reviews and on Reddit, I know I probably won’t be offered any kind of credit, exchange, or support. And that breaks my heart — because now I’m left without a wedding ring and have to start over somewhere else.

All I ever wanted was to feel proud of the ring I wore every day. Instead, I’m left with a painful experience, a snapped band, and no resolution.

If you shop at Helzberg, please ask detailed questions about the structure, durability, and long-term wear of your ring — especially if you’re mixing band styles and settings. Don’t just trust that the design will work. I wish I had spoken up. Even more so I wish someone had spoken up for me - especially the two workers helping design the ring.

I was planning to go into the store tomorrow but I’m afraid of being turned away and just being told that there’s nothing they can do about it. I hope others who go in to customize their dream ring have a...

Back in April, I was having a horrible day and stopped by to just browse. I had the pleasure of having Tammy help me and I'm so glad she did. She was so lovely and easy to talk to, and before ultimately seeing this beautiful rose gold bracelet Tammy had already made my night so much better. On top of that the bracelet was originally 25% of but during the time I stopped in, it was going out for 50% a complete steal! Thank you so much Tammy for the amazing conversations and a just as amazing bracelet. Hope this new year is treating you beautifully