Complaints

This profile includes complaints for Helzberg Diamonds Shops, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Helzberg Diamonds Shops, Inc. has 79 locations, listed below.

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• 

  Helzberg Diamonds Shops, Inc.

  1825 Swift Ave Kansas City, MO 64116-3644

  
• 

  Helzberg Diamonds

  3700 Rivertown Pkwy SW Grandville, MI 49418

• 

  Helzberg Diamonds

  10300 Southside Blvd. Store # 268 Jacksonville, FL 32256

• 

  Helzberg Diamonds

  145 West County Saint Louis, MO 63131

• 

  Helzberg Diamonds Shops, Inc.

  1710 Briargate Blvd #356 Colorado Springs, CO 80920-3455

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/22/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  There has been nothing but problems with a ring I bought from them in 2023. It has to get worked on once a year, or more often. Currently, it was turned in March 19, 2025 and promised April 9, 2025. I didn't receive it back. It has now been six weeks and it doesn't appear they are going to return my ring at all. The repair ticket number is: R6140215822. If they don't plan on returning my ring, they should reimburse me the cost of the ring which was $99.99 plus tax. I contacted the store just a few days prior to April 9th and was told, snottily, that they would text me when it was ready. I have contacted corporate and they won't answer. Any help you could give me in this matter would be greatly appreciated. Thank you!

  

  Business Response

  Date: 05/02/2025

  To Whom It May Concern, 
  
  When researching *** ********* inquiry, I have found that we did not meet the original promise date of her repair pickup. We have since finish the work and it has now been picked up, but we apologize that we did not meet our standards and caused inconvenience and frustrations. I am going to follow up with Ms. Dunning to learn more about the repairs she has had on this ring to see what I can do about the continual repairs. In the meantime, if she'd prefer to contact our Customer Care team to share additional information, she can reach me by calling ***************

  Sincerely, 

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

  Customer Care Specialist 

• Initial Complaint

  Date:04/21/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a necklace and agreed to pay out of pocket to add an lobster class with O rings to the necklace so it looks professional and represents the quality Helzberg Jewelers alleges that it provides to its customers. What I got looked horrible as only one O was added on the side; lacked symmetry and it was poor quality O ring. To make it worst, the original O ring that I paid for - in full and was attached the necklace purchased was removed and not returned. I was told that it was absorbed in the cost to add the lobster clasps when I received a discount from the store for signing up as an online guest and when I gave them my email and phone number. Three words Integrity, Quality, and Customer Service. None of which your organization has! The manager was rude and very disrespect, specifically, when he was held accountable for lying about following up with me after I made the first complaint. He became upset when he couldn't prove that he or Helzberg reached out to me by phone or email regarding the initial purchase.

  

  Business Response

  Date: 04/30/2025

  To whom it may concern,

  We apologize for any inconvenience this may have caused *** ******. During our research, we have discovered that a few repairs have been
  done on *** ******’s piece to attempt to customize it to her preference. Additional
  discounts have also been given on the repairs and the purchase as well. We are
  unable to accommodate her request for a return at this time as it is past our
  30 day return policy, and has been altered. We have requested images of the
  piece twice to provide a better understanding and reference for our
  investigation and no images have been provided by *** ****** at this time. We
  are happy to look into this further, but would need images from *** ****** to
  better understand what she is wanting corrected to ensure that can be explained
  properly to the store and the jeweler. 

  Sincerely, 

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

  Customer Care Representative

• Initial Complaint

  Date:04/18/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This can be closed.s in a timely manner.
  
  At this point, I am left unsure whether to cancel the order or continue waiting indefinitely with no information. This has been an extremely frustrating and unprofessional experience.
  
  Resolution Sought:
  
  Immediate, clear confirmation of the order’s shipping status and delivery timeline
  
  An apology for the lack of communication and accountability
  
  If the item has not shipped, I want a full refund issued immediately
  
  Order Information:
  Order *********
  Placed: April 3, 2025
  Promised Store Pickup Date: April 18, 2025
  Location: ***** ** ****** ******** Elizabeth, NJ
  
  Customer Contact:
  **** ***** ****************** ***** ********

• Initial Complaint

  Date:04/16/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  **** *******

  

  Business Response

  Date: 04/17/2025

  To Whom it May Concern,

  I am very sorry to hear of Mr. Pearson's experience and delayed refund. The refund has been completed as of April 15th and the receipt to reflect that is attached as well. Cancelling an order does require a specific process andfor Mr. ********* order, we had to wait for confirmation that our manuafcturer was able to stop that order before the funds could be refunded. Once that is confirmed, the request goes in for the funds to be returned. It appears there was a slight delay in that taking place and for that I am truely sorry.

  We appreciate the feedback Mr. Pearson has provided and will address these opportunities.

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

• Initial Complaint

  Date:04/04/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We were supposed to get a certificate for the diamond ring purchased in September 2024 however a staff member forgot to give it to us when it was picked up. Then we were told it would be mailed to us however, the store forgot our apt number on the envelope and it never got delivered to us. We have informed delivery with usps so we were able to see that our full address was not on the envelope. I followed up multiple times letting Helzberg know this & after being ignored multiple times I eventually received a response advising once they get the mail back they'll send it with the correct address. This never happened. We still are back & forth emailing with Helzberg 7 months later & still have no certificate. We were told if we want an original it will cost us so we would have to pay for this. I just don't see how this is fair. So the store made about $7k from us, they messed up by not providing our cert & then again not adding the correct address and they will not take accountability and send us our original certificate. I am so fed up dealing with emails & getting no helpful responses.

  

  Business Response

  Date: 04/16/2025

  To Whom It May Concern, 
  
  I have researched *** ******** request regarding her original grading report. It has come to my attention that we sent the original grading report to the address she provided, but the postal office rejected the mail. Although the original has not been returned to us, we did provide her with a copy. Please note that we only keep one original copy on hand. If *** ****** would like a new original, she will need to contact the grading lab. They may require her to send the stone for inspection in order to obtain a new certificate. If the customer would like to speak further, feel free to contact **************, my hours are Monday-Friday 8:00 am-4:30 pm CST. 
  
  Sincerely, 
  
  ******* ******
  
  Customer Care Representative
  

• Initial Complaint

  Date:04/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought jewelry from Helzberg diamonds in San Bernardino California and I went to return it before the 30 days they said that they’re gonna try to fixthe stuff that was already diamonds. I told them I don’t want it and to top it off. One of the bracelets was nothing was wrong it, and they still didn’t return that And the guy said I have a few months to get it back. I told him I don’t want it and he kept insisting that I get another item. told him I didn’t want nothing. None of it and now 30 days were due and I can’t even get another item. They just cut me off completely because the guy said he don’t like ******** and I told him I hope this don’t happen to him andhe got offensive.

  

  Business Response

  Date: 04/04/2025

  To Whom it May Concern,

  We have tried to work with *** ******* by making an exception to allow a one time exchange, but that was declined as he was wanting a full refund. However, our 30 day return privilege states that the item(s) must be in like new, unworn condition. When the item was brought in, it was brought back in multiple pieces.

  *** ******* claims that it was already in pieces, however, we would not have sold a piece in that condition. It was brought back to the store in multiple pieces and due to damage outside of normal wear and appears to have been pulled or yanked on in order for that type of damage to occur. Our store location offered, as a courtesy, to allow *** ******* an exchange, but that was declined as mentioned above. We are not able to extend that exception any further or offer that for an unlimited amount of time. 

  Given the state of the item, there are no further options we can offer at this time with the damage done being caused by something outside of normal wear and is beyond repair. 

  Sincerely,

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

  Partner Management Liaison

• Initial Complaint

  Date:04/03/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ********* *** However, Helzberg’s policy clearly states:
  "Except as otherwise provided in an applicable Addendum to this Plan or applicable state law, and subject to Plan Verification, you may cancel this Plan at any time within 30 days after the date of purchase and receive a full refund of this Plan purchase price (less the amount of any claims made under this Plan prior to the date of cancellation) by returning the Plan to any Helzberg Diamonds store."
  I was willing to pay the prorated resizing cost—a fraction of the $1,600 LTC fee—but was told that since they were already making an “exception” by refunding the ring, they wouldn’t honor their written policy. Following their own policy is not an exception; it’s ethical business practice.
  Ultimately, Helzberg staff misled us to secure a sale and is now selectively enforcing policies to withhold a rightful refund.

  

  Business Response

  Date: 04/11/2025

  To whom it may concern,

  
  We apologize for any inconvenience this may have caused our
  customer. During our research, we have discovered that with the repairs done on
  the rings previously purchased by *** ***, the Lifetime Care Plan has been
  used. Since it has been used, we are unable to refund the amount paid for the
  Lifetime Care Plans on the pieces previously purchased and returned. We are
  also unable to refund the expedited shipping cost, since that was honored and
  *** **** items were completed and finished in an expedited timeframe. However,
  during our research we did note that the customer paid for a Platinum Head for
  setting their diamond in their ring. Since that head was returned with the
  items, we will be refunding *** *** $699.99 to the original payment method used.
  Please allow 5-7 business days for this transaction to process. If the customer
  would like to speak further, feel free to contact *************** my hours are
  Monday-Friday 8:00am-4:30pm CST. 

  Sincerely,

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

  Customer Care Representative

• Initial Complaint

  Date:04/01/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a piece of jewelry built to my specifications. Upon purchasing and inquiring about the return policy, the store manager explicitly stated that returns would be accepted within 30 days regardless of if the piece was off the shelf or built to my specifications. I was not satisfied with the item and attempted to return within 7 days of receiving the piece which would fall under the 30 day satisfaction guarantee return policy.
  
  Helzberg refused to accept the return stating that it was a custom built piece despite the policy that the store manager had laid out in front of me upon purchasing the piece. The piece is unused, unworn and there are no custom markings or engravings preventing them from reselling the item. Despite the fact that it is unused and there are no engravings or markings preventing them from reselling the item, they claim that they can not resell it.
  
  It is clear that the store manager knowingly lied about the stores policy in order to make sale and commission.
  
  Be definition the store manager committed fraud by wrongful or criminal deception intended to result in financial gain or personal gain.
  
  I have attempted to resolve this issue directly with Helzberg customer service. I was informed multiple times that the issue was escalated to the regional manager via email and phone and that they would contact me to resolve the issue and provided dates/deadlines that I would hear from them. The promised dates have passed on multiple occasions. I have followed up numerous times and at this time I am actively being ignored.
  
  I am seeking assistance from the BBB and attempting to escalate this issue so it can finally be resolved.
  
  Item received: 3/28/25
  Attempted Return: 4/7/25

  

  Business Response

  Date: 04/11/2025

  To whom it may concern,

  
  We apologize for any inconvenience this may have caused our
  customer. During our research, we have discovered that the item purchased was a
  Custom Builder Lab Grown ring. Our policy states that customized items are not
  able to be returned, and are final sale. Attached is a link to the return policy
  on our website: ******************************************************** Our return policy is also stated on the back of printed receipts, an image of
  that is attached to this response, as well as an image of *** ********* purchase,
  where it is shown that a Custom Builder ring was purchased. If the customer would
  like to speak further, feel free to contact *************** my hours are
  Monday-Friday 8:00am-4:30pm CST. 

  Sincerely, 

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

  Customer Care Representative

• Initial Complaint

  Date:03/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  The lack of communication that is occurring amazes me. I still have yet to get any answers on my warranty plan I payed for as well. 

  I have attached a picture of my questions I sent in an email 18 days ago now. Once those are answered, then I will be satisfied. Even though I will never utilize this warranty ever again. I still want to know for the sole fact that you will be wasting your time explaining it to me.

  
  Sincerely,
  
  
  *** ****

  ons on a timeframe and the women the I spoke to said that the employee I have been emailing will get back to me with my questions).
  
  (March 18 11:33AM) I hear back from the employee saying that the Jeweler's are already fixing my jewelery I sent in. And then follows up again with both time frames with NO answer to which timefram my reapir falls under. i then followed up with an email as to why I was upset about this.
  
  (March 19 7:43AM) I call the corp office and explain why I am upset over the phone and I need to speak with a supervisor on the situation. I am told a supervisor will reach out to me in 24-48 hours.
  
  (March 21 8:32AM) I call to say I never heard back from a supervisor and was told someone would reach out by the end of the day.
  
  (March 21 6:37PM) I call in again and was told all supervisors are gone and none of the managher are able to take the call
  
  I have recordings and transcripts of all phonecalls.
  
  I will include a document of all emails exchanged.
  
  I just want my ring back.

  

  Business Response

  Date: 03/27/2025

  To whom it may concern,

  We apologize for any inconvenience *** **** has experienced. Our Mail-in Inspection process typically takes 3-5 weeks, though some repairs may extend this timeframe. We strive to respond within three business days and regret any concerns regarding communication delays.
  
  *** ****** jewelry has been shipped and is expected to be delivered by March 28, 2025.If he would like to speak further regarding the concerns addressed in their submission, please feel free to contact **************. My hours are Monday-Friday 8:00am-4:30pm CST. 

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

  Customer Care Representative

  

  Business Response

  Date: 03/28/2025

  To whom it may concern,

  We apologize for any questions *** **** remains to have unanswered.
  We are happy to provide clarification on the answers provided if needed.
  The timeline for inspections and repairs, within normal wear
  and tear as stated in the Lifetime Care Plan, is 3-5 weeks. The timeline for
  larger repairs is 8-10 weeks. The workload of the individual jeweler is also
  considered with these timeframe estimates.

  Having a recent inspection, and repairs completed and paid
  for (if current Care Plan is lapsed) to return the jewelry to like new
  condition, would reinstate the Lifetime Care Plan. For our distance customers
  who live more than 30 miles away from a Helzberg store location, a One Year
  Inspection letter is offered. This allows inspections to be done annually
  rather than biannually, and this can be done through our Mail in Inspection
  process, or at the store location of the customers’ choosing.

  For our non-distance customers, the Lifetime Care Plan
  requires that the jewelry be inspected to retain its like new condition
  biannually, that can be done through the Mail in Inspection process or at a
  store location as well.
  The Lifetime Care Plan, when current, covers repairs needed
  that are within normal wear and tear, as well as resizing, cleanings, etc.
  These repairs are determined by our expert jewelers at the time of inspection.
  If repairs are required outside of normal wear and tear, those do need to be
  completed and paid for by the customer to keep the Lifetime Care Plan current.
  If they are not completed, the Care Plan will remain lapsed.
  We pride ourselves on providing excellent customer service,
  communication, and options like the Mail in Inspection option to provide
  flexibility and understanding for our customers. We sincerely apologize for any
  inconvenience this may have caused *** ****.

  If *** **** would like to speak further, I would be more
  than happy to connect with him via a phone call. My hours are Monday-Friday
  8:00am-4:30pm CST. 

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

  Customer Care Representative