Helzberg Diamonds — Local services in Poquoson

My husband and I brought my engagement ring in over the summer to get it turned into a three-stone for our anniversary. They have a 10% military discount so that was the main draw, but boy we should have done our research first! The manager, Nick, sat us down and went over how we wanted it to look. I was very specific that I wanted to keep the stone set in 6 prongs (not 4) because it was more secure and made the diamond look round (rather than square). All in all, we paid up and we were promised the ring would be ready in about three weeks.

I called the day before it was supposed to be done and was told the jeweler was still working on it. Next day, nothing. About a week goes by, still nothing. So I call again and they say they're having a few issues but it will be done soon. A few days later, someone calls and leaves me a voicemail saying my ring is ready for pickup. I make the 40 min trek there with my baby and Nick looks at me puzzled. Whoever called had made a mistake. I was not happy. But wait, it gets better. A few more weeks go by, in which I am constantly having to call and find out what is going on. Finally Nick calls and says my ring is ready. So I go to pick it up - and the center stone is set in 4 prongs. Exactly what we told him we DIDN'T want. I was furious at this point, and I don't get mad easily. Nick says they're going to make it right because they want me to be happy with it. So then I wait some more.

Meanwhile, Nick gets better about calling me with more frequent updates. Another month or longer goes by and my ring is finally done. At this point it has been nearly three months! My husband and I go to pick it up. We look at the ring with the loop and see how shoddy and sloppy the work was done. The side diamonds were not symmetrically set, the basket setting was not even, some of the prongs were wonky looking...all stuff that could be seen with the naked eye actually. We talked to the manager on the phone while at the store and he admitted that his company was not very good at doing this. Ok great, well then you're telling us you cannot do what we wanted you to do, because if you cannot do it well then you can't do it. They did refund all the labor costs we had paid (so we only paid for the two side diamonds) so that is the reason I'm giving them two stars vice one. Bottom...

In my recent experience with Helzberg Diamonds Newport News location was for the purpose to have my watch repaired. I was assisted by Alicia Johnson whom during this process was very helpful. I was initially told that this would take 4-6wks from the date of drop off. After 6wks had passed without no update I reached out to the store to see where things were process. Without going into every detail I found out that my watch repair was going to take up to 4 months to repair and receive. This news was very disappointing being that I was given a different timeline initially by someone other than Alicia. In moving forward Alicia apologized for the inconvenience, delay, and misinformation. She then took total responsibility and assigned herself to be my direct point of contact as she did the research to find out the actual timeline to have me watch repaired. Since that day Alicia updated me by phone and text to ensure I was fully aware of every step up until the day she received the call that my watch had been repaired and was going to be shipped on that day or the next. Alicia went above and beyond, she was patient through my questions and frustration, she was detailed and followed up, friendly, knowledgeable and focused on me. At least it felt that way 😌 I will receive my watch on today and I’m hugely appreciative to her for her time, effort and dedication to assisting me as a customer. Please visit Alicia at the Newport News location it is without a doubt you will be more...

I have nothing but amazing things to say about this place. My fiance and I came into the Patric Henry Mall just to look at engagement rings, but I was not really sure if we was ready to buy yet. I am really picky, but I know exactly what I like. We went in Kay Jewlers first. I found something close to what I wanted, but was not quite sure I was sold on it. We decided to go over to Helzberg Diamonds to see what they had available. I must admit I wasn't sure if I would find anything I like, keeping in mind I am hard to please, but I was absolutely wrong. We were helped by 2 amazing Jewlers by the names of Ashley H. and the store Manager Robin. They were able to fine me the perfect diamond and the most perfect setting for my diamond to go in. They also helped me to customize it to my likings and made the ring exceptional unique and extraordinary. They was helpful from beginning to the end. They was very knowledgeable about their inventory and made this experience one of the best ones I have ever had. I cried when I seen my ring and the biggest smile was on my face and still is. Thank you very much Guys. Also a hugeThank you to You Robin you went above and beyond and my fiance and I will continue to come here for all our...