Helzberg Diamonds — Local services in Roseville

If I could give zero stars I would! I went into this store to pick up my necklace which was repaired, the warranty is in my spouse's name, however the receipt of repair is my signature. The “manager” CHANDA with the horrible eyeliner took my ID, looked at it 8 times moving high, low closer to her eyes and proceeded to ask me why my name is not on the repair ticket even though her employees allowed me to drop it off and sign my signature. She then began to question why they didn't write your ID number on the slip, as if I am an employee of this store and know the policies and procedures. I called my spouse and tried to allow him to verbally also tell her that I drop it off and she said that isn’t going to change anything, I still don’t know if this is true you can call anyone to say that it’s him. I made him FaceTime me, holding his ID from the same number that is on the repair slip and she still is examining my ID and saying that won’t work either. I tried to come up with multiple ways to avoid any conflict but was disrespected in return. After 5 mins of being harassed about me picking it up. I grabbed my necklace, and ID and headed towards the exit where she then screamed “hey you are stealing I am going to call the cops”. I walked back in the store and sat down for her to call the cops. I showed her the receipt from when I dropped off the necklace with the repair, and my purchase of an additional NECKLACE with the exact same signature on the receipt and repair ticket with my card number on the receipt and name exactly below the signature. Once the police arrived, she then began to say she was willing to work with me although before their arrival she was extremely rude. It was so EMBARRASSING to be a black woman surrounded by 4 officers for “stealing” my own necklace. She went back and forth about my spouse driving here to pick up the necklace. I then told her that is not an option, and she can go ahead and run the cameras back from the day I dropped it off with the time slot, but she said that can be done tomorrow. Going back and forth with her, the police, and explaining that I’m not leaving without my necklace because I was out this way and will not be taking a trip back to pick up something I can get now. After coming to her senses and realizing her employees should have not allowed me to sign under his name for drop off, she released my necklace and apologized after she already got the police involved. She then also apologized for examining my ID for so long because she forgot her “readers”. I told her she can keep her apology because she blew everything out of proportion and already got the police involved. I entered the store respectfully and expected this to be a 5-minute transaction similar to the last 3 time I had my necklace repaired. She never once looked in her computer to see any transactions I have made under this account, or to check if my name was on the account but accused me of stealing a necklace that I OWN. I have never received such horrible customer service from someone who is supposed to be the “manager”. This lady is 30+ years older than me and thought she could disrespect me and not receive the same type of disrespect in return. As I was leaving the store she stated I can shop somewhere else next time, which I plan to NEVER shop at this store again. Instead of accusing me of lying and stealing as the “manager” you should talk with your employees Ayla P and Serena S who never asked me my name at drop off or for my ID but allowed me to sign for something under my spouse's name. I felt like I was racially profiled. I stopped by after a long day of work to simply pick up my necklace which every other time takes 5 minutes max. I am livid with the disrespect and embarrassment I received as everyone is looking through this all-glass store at me surrounded by police as if I just...

Horrible customer service on 3 separate occasion from the same 2 employees. I was going to just let the experience I had go but I make 90% of my jewelry purchases with this franchise and I have never had any issues until I started visiting this store.

First I came in for a repair right at 11am which is the stores new opening time with Covid hours. These house are only listed on their website and not listing via maps, google maps or the mail website. The staff was angry that I walked in right at 11 and the person helping me even huffed and puffed 2 times while helping me. I apologize even though it was 11:05 and told her I needed a repair. I gave no instructions other than to repair my missing prong while she argued with me about the store hours. I showed her 2 different places where the time said 10:30am and then she stated I should have called first.

A week later I went in to look at wedding bands and gold chains with my partner. The staff was again very short with us only let her her try on a few different options and asking if we were done looking after each one. NONE of the chains were the style we asked for or were looking for we were helped for exactly 17 minutes and never got to look at the 2 wedding bands I had on hold since the person helping us passed us on to someone else and that person simply stopped helping us abruptly. We ended up making our purchase online the same day.

The kicker is coming into the store to pick up my repaired ring and finding the repaired prong is double the size the size of the other 3 prongs on the ring. They had the ring for 2 weeks plus. The reps reactions was disgusting and the prime example of poor customer service. Not apology or consent just kept repeating that “repair did what we asked them to do which was make a prong from scratch” I agreed sure that what was what was asked, but shouldn’t they match and be Less noticeable ? She said nothing but if “your not happy with it let us know”. I will be taking my business to a new jeweler who will take pride in working with something as special as an engagement ring! Poor customer service and customer care.I wish I could insert photos the photos that I am sending to their...

Last update: Got my ring back and it once again looks gorgeous. Grateful to Helzberg for standing behind their work and fixing them. 💕 Update: Got my rings back today and they are looking better, but they still need to be soldered differently, so I am still waiting for them to look how they once did. The engraving we paid for is now gone l, and I have to be without my rings ANOTHER 2-3 weeks if I want it re-engraved. My 3rd ring, which is what we added to start this whole catastrophe in motion, was supposed to be my Christmas present, and it'll be Febuary at the end of this week. I've litetally been with my rings for 2 months now. :( Upping my rating becauee my rings are getting fixed, but I defintely don't feel like Ive been made whole in the entire situation so I think 3 stars us about as high as I can do and its kind of a gracious rating at this point in time. I'll update again when I get them back, even though it shows all of my uploaded pics as "pending". 0_0 Omg... their new jeweler RUINED my rings!!!! We bought my new engagement ring a year ago, added a wedding band last March and had them soldered together, looked great. For Christmas I got an anniversary band and had them soldered together, still looked great, but was too tight so we sent in to have it sized and it came back destroyed!!!! Its mishapen, has dents, and is one huge chunk in back instead of looking like 3 rings they way the previous jewler did them.. We paid soooo much money for these rings, and now they look like I had my Dad to solder. them together! They said to being it back and they'll fix it, but I no longer trust them to touch my jewlery! I literaly want to cry!!!! 😭 My rings are RUINED. 😭😭😭😭 OMG... we were dropping off my rings to have them fixed, and one of the f*cking diamonds literally fell out on their counter because the ring is no longer circular shaped, but oval!!! I will update this when I get my rings back, now it's going to be 2 more weeks ON TOP of the 3 weeks they already had my rings for. Adding pics of my rings and rhe...