Business ProfileforHelzberg Diamonds Shops, Inc.

I made an online order with Helzberg Diamonds to send my son a gift. I received an email the following day that my order was canceled. When I contacted them about why it was canceled, they stated that it was canceled due to shipping details. They asked me how I was associated with the address. I responded that the address is where my son lives and I was shipping him a gift. I am also on the lease at the apartment where he lives since he was still in college when it was rented so I am completely associated with the address. They asked if I had ever shipped to that address before. That's an odd question since this was my first time purchasing through them online. I ship to him via Amazon all the time and have never had a problem or been questioned. At first, it appeared that it would be fixed and the order would ship, but then I received an email that said - "Our internal team advised that we could not verify your details and it would be best for you to visit your local store to reorder." I then asked - what can't be verified? I also stated that they canceled my order without any information, conversation, or confirmation. This was the response - "That team does not reach out to verify the details before canceling the orders. If it does match what they have on file, it will be canceled. The notes provided only stated that the information could not be verified to the shipping address." I have no idea what they have "on file" since I have never purchased through them online. This seems like a very strange way of doing business - all through email and nothing via phone. I understand all of the scams out there, but call and talk to us. Ask for information if there is something that seems strange, but don't send me to your store that's 30 minutes away after a hurricane with no electricity at the mall to reorder in person. It's sad because my son really wanted the watch and bracelet combo. This was his graduation gift.

Hi Marie! We are so sorry to hear about your experience! Of course that would be disappointing, especially when trying to celebrate your son for such a great achievement. We appreciate the feedback you've shared & for bringing this to our attention. I have looked into this & will be reaching out to you personally.