Helzberg Diamonds — Local services in Vinings

I spend the bulk of my week talking to people about the power of an exceptional customer experience and how sometimes the “smallest” gestures create the biggest impact.

First things first .. Dane and John were fantastic. Candidly I walked in skeptical because I figured a big box store would not be as helpful as I like. So I tend to patronize smaller stores when I can. However today I literally was headed to smaller store for a quick jewelry need BUT… the escalator was broken and as I headed to the next escalator, I literally walked by and thought “why not since I’m here.” But I literally walked in expecting to be told in some way that they couldn’t help me. Yep, I 100% walked in with a biased mindset.

However my experience could not have been more OPPOSITE of what I expected. Dane immediately greeted me with a smile and asked if I needed help. I explained I needed to remove a few links out of a watch band. He told me the service was possible but depends on the brand. There it is, I knew it, so I begin to walk out because I had a novelty, no name band. As I began to walk out , he asked to see my watch band. After I showed it he said, very cool. Lemme me what I can do.

While he was looking at the band, John approached. Shared an idea to help Dane and Dane went off to adjust the band. John turned to me said hello and immediately offered me a cold bottle of water. Wow. Yes. As a matter of fact, I was looked to grab some water after I got my watch serviced. How’d he know :)

While Dane handled my watch, John stood and engaged me in a light, fun conversation. It felt so easy and natural. I didn’t even think about waiting for my watch. Dane came over to check the sizing and then left to make sure the watch fit perfectly.

Once the watch was finished and sitting perfectly on my wrist, I waited to find out how much I owed. I was only met with kind smiles from Dane and John. After a few awkward seconds, I reached for my wallet and asked how much I owed. “Nothing” was the replay. No. Well may I tip? “Absolutely not. But thank you.” Is what I heard.

I walked out a bit dazzled. Huh? I even looked back to make sure I was in a big store - Helzberg. Wow.

Now I know my experience is probably exactly what is taught and textbook for how associates should engage with customers. But it wasn’t the behaviors … it was the delivery. I never felt rushed or that I was annoying with this kinda unique-ish request. And I figured - wow after what I assume was a busy valentine’s weekend, Dane and John made me feel valued. And they knew the entire time - they weren’t charging me remove two links out of my band.

I have not even inside a Helzberg in over 20 years. And probably would have gone another 20 without going in one. But now, I am gonna share my experience. This is what net promoter is all about.. I am willing to but my reputation on the line to share a recommendation for a place I haven’t visited in forever based on one experience.

Thank you John and Dane. And know… plenty of people will hear about Helzberg as I talk about the power of one outstanding customer experience. Lesson to remember: One outstanding experience can fuel many positive...

If you’re in the market for a masterclass in how to transform reassurance into resentment, look no further than the Helzberg Diamonds at 2860 Cumberland Mall. My wife and I entrusted them reluctantly, mind you—with her wedding ring for a repair. We were promised by Michael (who, at first, seemed to possess the gift of persuasion) that the repair would take no more than 14 days, and to underscore this "guarantee," we were even charged a rush fee. Spoiler: the only thing that was rushed was our money leaving the account.

When August 8th arrived our expected return date, I called for an update and was greeted by Alex, who wielded the customer service equivalent of a blunt object. Curt, dismissive, and as warm as a defrosting freezer, Alex informed me that the ring would actually be back on the 9th.

On the 9th, I called again. This time, Michael kept me on hold for 20 minutes, possibly flipping through a thesaurus for new ways to say, “Not today.” Finally, he said, “Thursday the 11th.” I suppose calendars are optional at Helzberg.

Come the 11th, I reach Michael once more. One would think the original architect of our 14-day fairytale might offer clarity or dare I dream, empathy. Instead, he backpedaled faster than a politician in a scandal, now downplaying the original promise and dismissing my concern like it was a poorly cut cubic zirconia, stating "it will be here when it gets here!"

This was not just a breakdown in communication; it was a full-blown implosion of customer trust, responsibility, and basic courtesy. So, to summarize: I paid for a rush, got a delay, asked for honesty, got evasion, expected professionalism, and got rudeness wrapped in ignorance.

Helzberg, your diamonds may shine, but your customer service is in desperate...

I’ve been a loyal customer of Helzberg for over 15 years, bought my wife’s wedding set and several other pieces of jewelry from them and getting the lifetime warranty on all the jewelry. Well don’t waist your time or money the warranty is a scam, my wife lost the center stone on the engagement ring instead of replacing it they wanted to charge me $3000 for the stone. I originally bought the set from the Town Center location witch has been closed, so I had to go to Cumberland Mall location, will not be back. I left them with all the warranty paperwork from all the jewelry I’ve bought over the years since it’s not worth the paper it’s printed on. Took the ring upstairs to Gold Diamond & Co and got the stone replaced for$1300. I always thought Helzberg was kind of expensive but thought the quality of the jewelry and the warranty was worth it, it’s not save yourself some money and shop around. I want buy anything else from them guess I’ll be finding a...