ComplaintsforHelzberg Diamonds Shops, Inc.

• Initial Complaint

  09/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I sent my engagement ring in for repairs under the lifetime warranty insurance we purchased at time of purchase. The entire center stone is gone and needed to be replaced. Once the ring was received I was informed it would be no less than 8 weeks. I called to check in a few weeks later and was informed it’s now a specific service and the ring was sent to the proper location. I was only then informed it could be up to 10 weeks. I wasn’t notified of anything beyond this. Now almost 10 weeks later I have no ring, no update of any kind and nobody trying to resolve the issue. I’ve been waiting for 4 days for a phone call/update and have called and emailed many times trying to get any resolution. At this point I feel my ring is either stolen or lost and it was engraved. I can’t do anything further with them and need help

  

  Business response

  09/12/2024

  September 12, 2024
  
  BBB of Omaha
  ATTN: Disputes Department
  ***** * ******
  Omaha NE 68137
  Ref: ********
  
  To Whom It May Concern,
  
  I am writing you in regard to the concerns shared by ****** *****
  
  I am sorry to hear about ******** frustrations regarding her ring. We are working hard to complete the repairs as quickly as possible. These repairs can take time to complete. We also apologize for the lack of communication. We know how important it is to be updated. We will be sure to follow up with her.
  
  If there are any further questions, or needs, please do not hesitate to reach out to me directly at [email protected]. Thank you for your time and attention to this matter.
  
  Sincerely,
  
  **** ***** * Customer Care Specialist 
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  HELZBERG DIAMONDS
  **** ***** ******* ***** ****** ***** ** ***** ******* ************** ********** * ************
  Follow Helzberg on Twitter and Join us on Facebook
  ©2017 Helzberg Diamonds is a Berkshire Hathaway company.

• Initial Complaint

  08/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Incorrect information and billing, trying to avoid arbitration.

  

  Business response

  08/28/2024

  To Whom it May Concern,

  We're extremely sorry to hear that *** ******* has concerns. Regretfully *** ******* did not provide much information about her specific concern, but based on what she has shared, it appears she may have concerns regarding a purchase she made with Helzberg Diamonds and status/standing of an account used as the tender for that purchase.

  I was able to locate a purchase made June 10, 2022 using both our private account as well as the Helzberg Diamonds credit card. The private account would have been held through with Genesis bank at that time, but is now through Concora. The Helzberg credit card is held with Comentiy Bank. Attached is the receipt for the purchase referenced.

  If my understanding of *** ******** concern is correct, she would need to contact the appropriate bank for the account she is concerned with to speak with them regarding the standing of her account. Helzberg Diamonds itself, does not have access to customer's credit account information nor makes any decisions regarding a customers standings or status with their credit account. The customers agreement for payback is with the bank that the credit account is held through and they would be the ones that would and could discuss specific account information in more detail with account holders.

  Sincerely,

  **** ********

  Partner Management Liaison

   

   

   

   

  Customer response

  08/28/2024

  I am on a automatic payment plan with helzenberg for $140, but they keep reporting missed payments. The payments are being made.

  

  Business response

  08/29/2024

  To Whom it May Concern,

  I appreciate the additional inforamtion that ********** has provided. As this has reached Helzberg Diamonds directly, we are not able to access customer credit account information to be able to see why the late fees are applied. On the statement that *** ******* provided, I see towards the bottom of that, on the payment slip, that it mentions mailed payments must be received before 5pm EST on the due date. Although I cannot speak to this being the reason, I would need to understand who *** ******* has her automatic payments scheduled through. Does she have automatic bill pay set up through her personal bank or are the automatic payments set up through the Comenity, the bank that holds the this credit account?

  If she can provide that information I would be able to provide better direction on having this reviewed.

  Sincerely,

  **** ********

  Customer response

  08/30/2024

  I sign in to my helzenberg account on their website and pay. Autopsy is set up.

  

  Business response

  09/12/2024

  To Whom it May Concern,

  I'm sorry to hear that *** ******* has rejected our response, however Helzberg Diamonds cannot directly assist with *** *******'s concerns. There is still minimal information provided, but if the concern is regarding her standings with one of the credit accounts, she will need to contact them directly. Helzberg Diamonds does not have direct access to customer's credit accounts, therefore are not able to view anything regarding payments made or not made on either the in-store Private Account through Concora or the Helzberg Diamonds credit card through Comenity.

  - If *** *******'s concern is regarding the in-store private account, Concora can be reached by calling ***************

  - If her concern is in regard to the Helzberg Diamond's credit card, Comenity can be reached by calling ***************

  If *** ******* is unable to connect with the appropriate bank, she can call our Customer Care team at ************** and our respresentatives can assist her with getting her in contact with the appropriate bank to further discuss her concerns or questions.

  Sincerely,

  **** ********

  Partner Management Liasion

• Initial Complaint

  08/19/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am moving forward with the BBB as I have no choice since two Helzberg locations have not helped resolve my issue. Despite numerous attempts to resolve this issue, including multiple visits to different Helzberg locations and numerous conversations with various staff/management, the problem with my ring persist. Please take a look at the attached letter with all the details. Thank you so very much

  

  Business response

  08/29/2024

  August 29, 2024
  BBB of Omaha
  ATTN: Disputes Department
  ***** * ******
  Omaha NE 68137
  Ref: ********
  
  To Whom It May Concern,
  
  I am writing you in regard to the concerns shared by Joann Hesh.
  
  I am sorry to hear that she is frustrated with her ring and the fact that it may not sit straight. Due to the shape of our fingers and hands, most rings will not sit straight on a finger and never turn to the side.
  
  I would like to refer her back to the store to speak to *******. I want to make sure her ring will not fall off. I have also spoken to ******* and she is happy to assist Joann getting a click shank, if she is open to it. There is a cost associated with this. We are happy to see if we can cover a portion of the cost as we want her to be happy with her ring and be able to wear it proudly.
  
  If there are any further questions, or needs, please do not hesitate to reach out to me directly at [email protected]. Thank you for your time and attention to this matter.
  
  Sincerely,
  
  **** ***** • Customer Care Specialist
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  HELZBERG DIAMONDS
  **** ***** ******, North Kansas City, MO 64116
  direct: ************** ********** * ************
  Follow Helzberg on Twitter and Join us on Facebook
  ©2017 Helzberg Diamonds is a Berkshire Hathaway company.

• Initial Complaint

  08/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 6/08/2024 I bought a pair of diamond earrings for my wife's birthday. This was to replace a pair that I had bought from the same store a few years ago. My wife had lost one of her original pair in that the cradle of the one of the earrings had fallen off and my wife found the back part of the earring still in the back of her earlobe. When I went to replace them, I traded in the one that she had left and upgraded to a more expensive pair. The store also sold me insurance worth $400. Yesterday, about 10 weeks after buying the new pair, my wife found that the same thing had happened to this pair (photo's and receipt uploaded) I took the earring that was left, along with the back piece to the store where they claim that the insurance does not cover that type of loss but only covers the loss of the diamond if the diamond falls out of the cradle - which is ridiculous given that this is so obviously a result of poor craftsmanship on their part.

  

  Business response

  08/19/2024

  IN ST*********

   

  Thank you,

  ******** **********

  Office Coordinator: Customer Experience

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  Business response

  08/29/2024

  August 29, 2024
  BBB of Omaha
  ATTN: Disputes Department
  ***** * ******
  Omaha NE 68137
  Ref: ********
  
  To Whom It May Concern,
  
  I am writing you in regard to the concerns shared by Ahmed Eid.
  
  I am sorry to hear that ******* wife has lost one of her new earrings. I know how frustrating that is! We do not have a policy that will cover the loss of an item. He is welcome to take the one earring he has left back to the store for our Breakup Policy. There will be a fee for this.
  
  We have partnered with Zillion, a 3rd party insurance company for jewelry. When he makes the new purchase in store, he should receive a text message with more information. I encourage him to look into this as this company will help fill the gaps that our Lifetime Care Plan does not cover, including loss of an item.
  
  If there are any further questions, or needs, please do not hesitate to reach out to me directly at [email protected]. Thank you for your time and attention to this matter.
  
  Sincerely,
  
  **** ***** • Customer Care Specialist
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  HELZBERG DIAMONDS
  **** ***** ******* ***** ****** ***** ** ***** ******* ************** ********** * ************
  Follow Helzberg on Twitter and Join us on Facebook
  ©2017 Helzberg Diamonds is a Berkshire Hathaway company.

• Initial Complaint

  08/08/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I emailed this company before they shipped anything out letting them know this was a fraudulent order from my account. My identity has been stolen and I did not make this order. They have failed to respond and have sent it out anyways. I am out of town so I am assuming whoever ordered this rerouted it on picked it up off my porch. I have reached out to them twice.

  

  Business response

  08/19/2024

  To Whom it May Concern,

  In reviewing Ms. ****** concerns, it appears that there have been two orders placed under her name, address & email address she provided above. The first order was placed on June 12, 2024 and the second placed on July 31, 2024. 

  The initial email interaction received by Ms. **** was made on August 3, 2024 with a second email interaction received on August 8th, 2024, but I see that she did not receive a response back & sincerely apologize for that not taking place.

  Both orders were made using the ****** tendor type, which is a buy now pay later option & I see that each item on both of these orders placed, has had a return processed and any loan through ****** would be cancelled.

  Attached are the transactions showing that all 4 items were processed as returns back to ******. The first return was processed on July 11th and the second return for the second order was processed on August 15th. 

  Thank you. 

   

  Customer response

  08/19/2024

  
  I truly apologize for the confusion,  this seems to be neglect on my part. Your a great company and I figured out the issue which had nothing to do with you. Again I truly apologize 

  
  Sincerely,
  ******* ****

• Initial Complaint

  08/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Last year we purchased an engagement ring with Helzberg Diamond Jeweler. Although we stated we were not interested in paying with a credit card, they opened an account under our name and proceeded to put the balance of the ring on the card. After the ring had been fully paid off, they charged a $4,000 fee as a penalty for not paying the balance within a certain timeframe. Note, the full balance was paid off and no late payments were received. The invoice read $0 when they charged this new $4,000 fee. We attempted to dispute this and ultimately paid this fee to resolve the matter and immediately closed the card. A month later we received another bill for $62 on a closed card and again they would not let us dispute the amount, after paying this another fee of ~$ 32 was charged. Helzberg Diamond Jeweler and the associated card is engaged in fraud. There are numerous complaints of this same behavior online from other card holders. They charge fraudulent fees, hide important details about payments, do not send notices and fail to comply with several credit and financing laws. They should be investigated expeditiously.

  

  Business response

  08/28/2024

  To Whom It May Concern:

  I am writing to you regarding the concerns that ******* ******** brought up. Case # *********

  I am sorry to hear about her concerns regarding her credit account. Based off the information provided, we do not have enough to locate the purchase under her name. We are happy to research this if more information can be provided. 

  She is also welcome to call the bank as we are unable to see personal account information. 

  I hope this helps!

  If there are any further questions, or needs, please do not hesitate to reach out to me directly at [email protected]. Thank you for your time and attention to this matter.
  
  Sincerely,
  
  **** ***** • Customer Care Representative 
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  HELZBERG DIAMONDS
  **** ***** ******* ***** ****** ***** ** ***** ******* ************** ********** * ************
  Follow Helzberg on Twitter and Join us on Facebook
  ©2017 Helzberg Diamonds is a Berkshire Hathaway company.

• Initial Complaint

  07/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Husband purchased ring on Dec. 3 for our 40th anniversary. Gave it to me on Dec. 29, our anniversary. Wore the ring for approximately 4 months and then a diamond fell out of the ring. Contacted Helzberg and after receiving the run around for a few weeks we were finally able to return ring on May 24th. We were told the ring would take 4 to 6 weeks to repair. Did not hear anything from the company so after a few weeks we contacted them. I sent repeated emails, 4 in total and many calls. When/if I received a response the only information I was given was they were still working on it and they would contact me with an update. I NEVER received an update with expected repair completion. On June 24, I spoke with **** who told me she had no new information but had requested another update at this time I requested a refund. I never heard back from her. On July 8th I sent out another request for information, I did not receive a reply. On July 9th I called the company and requested a refund. I was told they could not do that. On July 11th ****** responded back and said they had been really busy but asked if they would move my ring up in the repair process. July 22nd, I still had not heard anything from the company so called again, I was then told that the ring had still not been repaired and they were looking for a stone. I again asked for a refund and was told they could not do that. I asked to speak with a manager or someone who could refund my purchase. I was not directed to a manager but the person on the phone, ******, told me she was in contact with them and that they could not refund my money but the ring should be repaired on Sept. 4th. I again asked for a refund and was told no. I was told repairs could take 8 to 10 weeks. I informed them that the ring had been sent back on May 24th so Sept. 4th was beyond their 10 weeks. She responded they were busy. I again asked for a refund and was told no.

  

  Business response

  07/25/2024

  July 25, 2024
  BBB of Omaha
  ATTN: Disputes Department
  11811 P Street
  Omaha NE 68137
  Ref* ********
  
  To Whom It May Concern,
  
  I am writing you in regard to the concerns shared by ***** ******.
  
  I am sorry to hear about ******* frustrations with her ring. As the ring is not defective and it is past our return policy, we are happy to continue with the repairs needed.
  
  While we do understand her frustration with the repair time frame, there times it may take longer than originally quoted. We are working hard to get her ring back to her as soon as possible.
  
  Once the repairs are completed, we will provide tracking.
  
  If there are any further questions, or needs, please do not hesitate to reach out to me directly at [email protected]. Thank you for your time and attention to this matter.
  
  
  Sincerely,
  **** ***** • Customer Care Specialist  
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  HELZBERG DIAMONDS
  **** ***** Avenue, North Kansas City, MO 64116
  direct: 1-800-HELZBERG (435-9237) • helzberg.com
  Follow Helzberg on Twitter and Join us on Facebook
  ©2017 Helzberg Diamonds is a Berkshire Hathaway company.

• Initial Complaint

  06/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was told my account was closed 4 years ago. You have had it down that I owe you guys $5 for the past 4 years which has completely ruined my credit score. I did not get any notification that I owe you that $5 at all. Not by phone, email, or mail. I am in dire need of buying a residence and this has prevented me from getting my credit to a place where I qualify for that. 4 years is a ridiculous amount of time to have that and not even get a collections call. My phone number has not changed since this happened. I don't even have the name, confirmation number, or receipt because it has been FOUR YEARS.

  

  Business response

  06/13/2024

  June 13, 2024
  
  BBB of Omaha
  ATTN: Disputes Department
  11811 P Street
  Omaha NE 68137
  Ref: ********
  
  To Whom It May Concern,
  
  I am writing you in regard to the concerns shared by ***** *******.
  
  I am sorry to hear about his frustrations regarding his account. For his protection, we cannot see his personal account information. He will need to call the number showing on his credit report as it sounds as if it was sent to collections.
  
  If there are any further questions, or needs, please do not hesitate to reach out to me directly at [email protected]. Thank you for your time and attention to this matter.
  
  Sincerely,
  
  **** ***** • Customer Care Representative 
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  HELZBERG DIAMONDS
  1825 Swift Avenue, North Kansas City, MO 64116
  direct: 1-800-HELZBERG (********) • helzberg.com
  Follow Helzberg on Twitter and Join us on Facebook
  ©2017 Helzberg Diamonds is a Berkshire Hathaway company.

• Initial Complaint

  06/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought an engagement ring in the beginning of April of 2023. I purchased this from a Helzburg store in person and I did so by opening a credit card with them and doing a 12 month financing plan. The credit card is through ******** bank. Now when I purchased the ring I was not told really anything regarding the 12 month financing plan. I didn't receive the card until the end of April. For the first couple of months, they just had the minimum payment being paid on the card, not the amount needed for the 12 month financing. After 2 months, I realized and set automatic payments to $375 a month, calculating the total cost of the ring divided by 12(I did not take into account the first 2 months). I did not really keep tabs on the card other than checking that the $375 was taken out every month. In may of 2024 I checked to make sure the card was zero'd out and notice the $1,209.37 charge of interest for not paying the 12 month financing on time. I have tried calling Helzburg, they tell me I need to call ******** for this issue. When I call ********, they tell me it would need to be Helzburg who gives us a refund. Being that I am not getting any resolution from either customer service, that led me to filing this complaint.

  

  Business response

  06/13/2024

  June 13, 2024
  
  BBB of Omaha
  ATTN: Disputes Department
  11811 P Street
  Omaha NE 68137
  Ref: ********
  
  To Whom It May Concern,
  
  I am writing you in regard to the concerns shared by ****** *********.
  
  I am sorry to hear about his frustrations regarding his account. For his protection, we do not have access to his personal account and he would need to speak to ******** at ###-###-####.
  
  If there are any further questions, or needs, please do not hesitate to reach out to me directly at [email protected]. Thank you for your time and attention to this matter.
  
  Sincerely,
  
  **** ***** • Customer Care Representative 
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  HELZBERG DIAMONDS
  

• Initial Complaint

  05/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  An employee named ***** at the location in Parks Meadows Mall, Centennial Colorado, coerced me into getting a credit card to purchase my wedding ring with the assurance of a mothers day promotion(no interest for 6 months). There was no promotion, and the interest rate is astronomically high. The ring totalled at ~$3,008 with daily interest being accrued.

  

  Business response

  06/05/2024

  
  June 5, 2024
  BBB of Omaha
  ATTN: Disputes Department
  11811 P Street
  Omaha NE 68137
  Ref: ********
  
  To Whom It May Concern,
  
  I am writing you in regard to the concerns shared by ******* ******
  
  I am sorry to hear she is frustrated with her recent purchase. While I cannot speak to a conversation, I was not a part of, I can speak about our crediting processes. When applying for credit, the customer is provided an iPad that they use to complete their information. Our account options, with available plans will be displayed upon approval. This customer was approved for our Private Account powered by Concora. This option does not have a deferred or interest free option. If she is looking for a deferred interest option, she is welcome to apply for our Helzberg Diamonds Credit Card powered by Bread Financial (Comenity Bank).
  
  If there are any further questions, or needs, please do not hesitate to reach out to me directly at *******@helzberg.com. Thank you for your time and attention to this matter.
  
  Sincerely,
  
  **** ***** • Customer Care Representative Specialist
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  HELZBERG DIAMONDS
  1825 Swift Avenue, North Kansas City, MO 64116
  direct: 1-800-HELZBERG (435-9237) • helzberg.com
  Follow Helzberg on ******* and Join us on ********
  ©2017 Helzberg Diamonds is a Berkshire Hathaway company.

  Customer response

  06/06/2024

  ********** 21770773
  
  I am rejecting this response because:
  

  The purpose of this inquiry was to highlight the inadequate buisness practices orchestrated by the staff at this location. False promises in conjunction with misleading signing procedure has lead me to this predicament.

  I have several complaints pending on this matter and I hope an adequate resolution is reached in a timely manner.

  Sincerely,
  
  ******* *****

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩