Nightmare of an experience! If you choose to not read the whole thing, know that Helzberg is responsible for property damage on my ring as well as fraudulent sales tactics to sell rings out of desperation. If I could go back 2 1/2 years and stop us from buying a ring from here, I would.
I walked in knowing exactly what ring I wanted. I defined that I wanted a platinum band. My husband was proposing at a later date and wanted me to pick my ring. We had them put the ring in their system so he could come and purchase it. He came back, and purchased the ring I had selected (platinum). During this, he was told he would not be allowed to order a new ring, that he had to take the floor model. That ring was a 9.5 and I wear a 4-6. They still pushed him to buy it. Their solution was to put a rusty bar in the ring to make it fit. Oh and spoiler alert the ring was not platinum.
Fast forward, the ring immediately started to tarnish. It went from silver to dull yellow in a few months. I took it in every 3 months for inspection and it was not acknowledged. I went to the jeweler I had bought my band from and they immediately noted the tarnishing and told me I needed rhodium plating. I did address the tarnishing with Helzberg and was told it would take 6-8 weeks and decided to wait.
Fast forward again. My stone became loose so I brought it in. I asked for that and the plating to be fixed. My husband picked it and I was so excited that it was shiny I didn't immediately inspect the prongs. That night I noticed that several prongs had been bent and no longer lined up. I was furious, I sent my ring to get it fixed and they sent it back damaged. A few days later the ring started to tarnish again. I sent an email to Helzberg, sending them pictures of both the damage/tarnish. The response I received was lies and excuses. I ended up just calling, the conversation lasted an hour, where I explained years of problems/that I had lost trust in the company. I was offered to mail my ring in and I declined until my case was reviewed by someone higher up. We received an email that we'd get a response in 2 business days, we did not. In that time frame, we went to a jeweler and they looked it over. When the jeweler came back, she asked me what type of metal my ring was. She informed me it was white gold not platinum. Also, Helzberg damaged my ring so badly, that I need a new setting. The jeweler also addressed the tarnishing and told me rhodium should last 6 months to a year. She said it appears Helzberg has a bad batch of rhodium. At this point, we hadn't heard back from Helzberg. The next day, we got an email saying they were closing my case because they had emailed us (it went to spam) and hadn't heard back and the solution, mail the ring in. My request to speak to someone higher up was ignored. I called Helzberg and asked to speak to a supervisor but was not allowed to. I explained everything plus the new information. I was told the store needed to be reached out to to verify and I would be called back. Lo and behold the store's response was along the lines of "oops we're not sure how that switch and mistake happened." Verifying to me that a mistake was made and that my ring did come in platinum. The solution offered before they would escalate the situation was for me to go to the store and get it fixed or get it set in platinum. But here's the real kicker, if I wanted it in platinum I would have to pay the difference. I was being held financially responsible for Helzberg's mistake.
That brings us to today. We went in and I told the woman "helping" us what happened. She made all the wrong choices in handling the situation. She chose to interrupt me and correct me. She even went as far as to lie and say my ring did not come set in platinum even though it had been verified by 3 employees. She made an offer to try and fix it or I had to pay the difference. I told her we'd be taking our money elsewhere and left. DO NOT BUY FROM THIS COMPANY. My husband and I regret ever setting foot in their location and it's worth the extra cost to go elsewhere. read more
