Helzberg Diamonds — Local services in Reno

UPDATE Corporate got a hold of the store and they actually made up fairly nicely for the things that happened. Still a little sad about the ring not being the original. Butttt they apologized. The manager is nice but unfortunately I was still very disappointed in the other employees for lying to me about my ring being broken. It is what it is. I’m sure it doesn’t happen ALL the time but it seemed as if the jeweler and other employees thought my ring as unimportant as they brushed off telling me what was going on.

Thank you for the apology and doing what you could to make it up.

Original: I am NOT happy. After spending hours with my fiance trying to figure out what we should do with my ring resizing. We decided (wrongly apparently) that this was the best place to go to get the ring back quickly and safely. WRONG. On every level. Now we could have sent the ring back into the company that he had purchased it from, kept the engagement, and had the jewel tightened free of charge. We decided to pay for these Aholes to essentially just completely destroy my engagement ring. (Now they did tell us we wouldn't be able to keep the engraving on the ring due to it needing to be downsized so much. We talked it over and decided down the road we will come back to get it engraved again before our wedding.) It was REALLY hard for me to part with the ring and let go of a piece of the ring that the love of my life put effort into. But we were told it would only be a week out so we decided waiting a little less time was worth it. Like I said we planned on coming back to get it engraved. That plan has changed because I HATE them for what they did. They told me my ring would be ready Sunday. A week away from when we dropped it off. We called and they kept saying they'd call back. Finally they said the jewel still was loose and everything was unpolished still but it had been resized. So Tuesday was the new day to pick up. Slightly irritated I figured I could wait and my engagement shoot wasn't until Wednesday anywho. But I did have a dinner planned where I was going to get to show off my cute ring, which didn't happen that Sunday. Tuesday it was though! I mean I could deal with that. They lied. I called them today and they BROKE MY JEWEL! I asked if they knew this happened when I talked to them on Sunday and they said yes! Then she explained to me that opals are soft blah blah blah. I know an opal is softer then a diamond that's why you handle it carefully! She said they would refund me and order me a new opal that they picked! I asked if it was going to be the same as the one so had and she pretty much bashed on the ring that my sweet man had taken so long to design for me. Then she apologized for the inconvenience....breaking something SO sentimental to me is NOT an inconvenience. It's BS. It should have never happened. NOT getting it to me on the day it was supposed to be done. THAT is an inconvenience. But BREAKING my ring and making it into 1/3 of the original ring I had in the first place is not okay. My heart is broken that instead I have strangers who know nothing about me picking my new opal. Their was no sympathy in their voice and they were acting as if it was an inconvenience for them to have to take time to explain this to me. I am just appalled at how poorly rang this is and if I could I would give them negative stars on this. DONT BRING ANYTHING OF IMPORTANCE TO YOU HERE! THEY WILL RUIN THEM AND ONLY OFFER A REFUND. Geeee, wow, thanks I have a whole $75 back instead of my ring I held close to my heart. I also had to cancel my engagement shoot which is costing me money and the photographer I wanted is now booked out for 2 months. I was lucky to get them on a cancellation. Now I'm in the hole $150 for cancel fees and my ring is a third what it used to be. You would think people would be more careful with such important things. Guess not. The ring is SUPPOSED to be ready for pick up on...

Where do I even begin, if I could give negative stars I absolutely would. Dealing with Helzberg and their staff has been an absolute nightmare. On May 17th I went in to sign paperwork and submit an order for an engagement ring for my girlfriend. When I placed the order they told me that it would be 6-8 weeks for my ring to be completed. Which would put my projected finish date at the beginning of July. After placing the order with Sabrina I didnt hear anything from her for 10 days, so I decided to reach out and see how things are going. She gave me some excuse that they have been busy in store. I would think that when you make a purchase that the associate would be wanting to keep clients updated on the progress of the work being done. Again she told me that we were still on track for 6-8 week lead time for the ring to be finished. I requested that Sabrina keep me updated on the progress of my purchase. She agreed to do that. Well she must have a bad memory because I then went till June 23rd which was almost a full month with no contact from Helzberg staff. I reached out AGAIN when Sabrina again had another excuse as to why she hadnt been in contact. At this time she informed me that we are now on track for mid July to july27th max finish and pickup date. On July 1st Sabrina messaged again confirming July 27 pick up date. And again on July 19th another confirmation of July 27th pick up date. WELL......July 27 came and went with ZERO contact from Helzberg staff. I decided that I would not contact them on July 27th because I wanted them to take personal responsibility and contact me to pick up the ring. I messaged on July 28th and Sabrina really didnt seem to know what is going on or where the ring was. She strung me along with excuses until July 31st when she asked if she could call me. She then proceeded to tell me that my ring hadnt passed some quality inspection. At this point in my horrible journey we had reached 11 weeks. So 3 weeks late of the 8 week build time. On August 1st I went into the store to talk to a manager. She wasn't very helpful in the aspect of trying to make this situation right. She offered $500 discount which i feel should have been more considering theyre 3 weeks passed their promise date of custom orders. Before leaving the store she made some calls and promised that my ring would be here on August 5th. Almost 12 weeks since purchase date. And guess what. The ring is not in store for pick up. Helzberg and their staff have completely ruined this whole experience. I only get one chance to have this experience of asking the love of my life to spend the rest of our lives together and they have robbed me of that beautiful experience. I am supposed to have a ceremony in 3 weeks and I dont have my ring and I havent been able to execute any plans for proposal. If I could do this all over again I would never choose your company and I would recommend people be extremely cautious when choosing to go with your company. Again so you know Helzberg has completely ruined this whole experience and I cant get back the time I have spent dealing with this horrible...

My wife bought me a very nice Citezen watch for Christmas from Helzberg Diamonds inside the Meadowood Mall. The watch had a defective link in the band, not allowing it to hinge.

We took the watch back to the store to have it repaired or replaced. They took it to the back and a short time later brought it back out.

The link now hinged but the finish was scratched. I requested a replacement. I was told a new watch would be ordered and shiped from Washington and would arrive on Tuesday.

Tuesday came around and no call from Helzberg. I called them and no watch. The same thing on Wednesday and Thursday. Never once did I get a call from them.

I called Friday and was told the watch just arrived and is ready for me to come and pick it up.

I arrived at the shop and was greeted by the assistant manager. She opened the filing type cabinet in search of the watch. I observed a large, watch type box in the bottom cabinet. There was room for at least two more watch size boxes in the same cabinet.

The assistant manager could not seem to find the watch that was supposedly ordered. She left and came back to the cabinet. She located a file folder and removed a watch that was inside a baggy. She handed me the baggy and told me this was my new watch.

I removed the watch and observed it to have finger prints all over it and a small scratch on the lense.

I asked the assistant manager where the box was. She told me the watch was removed from the box as there was not enough space in the store to store the box with the other inventory. She then took the watch to the back room.

I walked to the front display case where I had looked at the same brand and model of watch a week prior. The display watch was gone.

I asked a second employee, on the store floor, if the watch I was being given was the display watch. She told me yes it was the display watch.

I confronted the assistant manager about the watch, that was supposed to be new, being the display watch.

She gave me a ridiculous reason as to why the watch was in the display case. She told me the watch was received today but was put into the display case on accident, which confirmed the lie. After catching her in the lie she immediately told me she was going to get the manager, to which she did.

The manager immediately offered me a discount of $50.00. I advised her of the situation and of my findings.

The manager joined in on the lie. She told me they had sent the watch I had originally purchased back to Washington and received it back. I told her I brought the watch I originally bought back to the store today. She then told me she had been gone all week and did not know anything about it. The manager then tried to give me a $100.00 gift card for a later purchase. (There will never be a future purchase by me or my family)

I told the manager to give me my money back and that I would be buying the watch somewhere else due to their lying and deception.

Horrible management and...