1 STAR - Policy Misrepresentation, Hostile Management, and Corporate Escalation Warranted I am documenting this experience publicly because internal attempts to resolve it through corporate channels have failed. This incident occurred at Helzberg Diamonds inside Ontario Mills Mall and involves misrepresentation of return policy, failure to disclose material conditions of sale, and unprofessional conduct by store management. Purchase (Friday afternoon): I entered the store intending to purchase a men's white gold diamond tennis bracelet (~$4,000). Multiple employees and managers were gathered in the back of the store on their phones. I was not greeted or acknowledged until I walked to the back myself. The initial sales associate stated the requested item was unavailable without checking inventory. Only as I began to leave did the assistant manager intervene and present an option--indicating poor internal communication and lack of product awareness. During the transaction: * No discussion occurred regarding proper sizing or fit alternatives * I was not informed of any return restrictions tied to wearing the item out of the store * I asked to be shown how to remove the bracelet and was only verbally told, not shown * The bracelet was left on my wrist, and I was never offered the option to have it boxed This omission is critical. Had I been informed that wearing the bracelet out would void return eligibility, I would not have left the store wearing it. Return Attempt (Sunday, under 48 hours later): After reconsidering the fit and quality, I returned to the store to initiate a return. The receipt explicitly states items may be returned within 30 days if unsatisfied and in new condition. Upon returning: * No greeting was provided * No inspection of the bracelet occurred * The item was never removed from the box to verify condition * I was immediately told, "We do not take returns," despite the written policy At this point, the store manager publicly and aggressively stated: "NO ONE PUT A GUN TO YOUR HEAD TO MAKE THE PURCHASE." This statement was hostile, unnecessary, and wholly inappropriate in a retail environment--especially during a calm policy-based return request. Importantly, the assistant manager acknowledged in front of the store manager that I was never informed that wearing the bracelet would void the return. Despite this admission, the return was still refused. Corporate Follow-Up: I have contacted corporate customer service twice. While representatives were polite, no corrective action, resolution, or follow-up has occurred. At the time of writing, this issue has remained unresolved for over two weeks. This review is being posted to formally document: * Failure to disclose material return conditions * Refusal to honor a written return policy * Hostile and unprofessional conduct by store leadership I am requesting corporate review and resolution. This situation could have been resolved quickly and professionally. Instead, it reflects serious breakdowns in policy adherence and management conduct at this location. Customers considering high-value purchases should proceed with caution until this matter is addressed. read more

Helzberg Diamonds - Jewelry Near Me - Ontario, California

Audrey was an amazing help! Her customer service was awesome and she made my purchase so easy. Definitely coming back!

Jenny and Diane are amazing ladies! Offer great customer service! My bf surprised for my birthday with a special ring as a gift! And Jenny and Dianne were on it! they offered great value and discounts. Thank you for making my day special. You guys are the best! read more

Do not buy anything from those crooks. They sold me lab diamonds and did not disclose that information. I paid 10k for an engagement ring, and two wedding bands. Plans fell through, I've gone to a few jewelers and they all say the same, I got robbed and that's putting it mildly. I'll be lucky to get 1,500 to 2,000 for them. read more

Back in April, I was having a horrible day and stopped by to just browse. I had the pleasure of having Tammy help me and I'm so glad she did. She was so lovely and easy to talk to, and before ultimately seeing this beautiful rose gold bracelet Tammy had already made my night so much better. On top of that the bracelet was originally 25% of but during the time I stopped in, it was going out for 50% a complete steal! Thank you so much Tammy for the amazing conversations and a just as amazing bracelet. Hope this new year is treating you beautifully Now in May I sadly lost a diamond from that bracelet and didn't get the warranty as this was a random splurge purchase and I did not want to pay $250 at the time for the warranty (but was told I can come back within the month to add it). As i went in to see how much the repair/service would be (as I didn't have the warranty yet) and Amy was the wonderful jewelry consultant to help me. Not only did she express that for a tennis bracelet she said typical wear and tear should be 8 months to a year so less than 2 months was weird and she helped me by getting the bracelet serviced for free as upon inspection she found that like the prong or bracket thing was missing and this was probably due when the bracelet was made and assured me it would be taken care of. I also got the warranty as I was going to come back to get it anyway, just sad that it was under these circumstances. But im am so pleased to have had Amy help me, she was so sweet and again wonderful to talk with! Hope this year is also treating you swell! Also love Jenny as well! Just an all star team all around! read more

I sent a watch for battery replacement 5/4/24. It was promised back 5/17/24. It is now 6/24/24 and no one seems to know when it will be available for pickup. I've bought lots of jewelry them and have had batteries replaced but since the change of ownership, service has not been good. Still waiting for an update!!! read more

I came here over with a friend, and my God, the salespeople, were so pushy. They did not listen to a thing we said and kept pushing us to buy things. That was our intention but not with how pushy the ladies were. read more

Kiro is hands down, the best! He was so helpful and willing to take the time to discuss options with my boyfriend and I. He was not pushy but more relatable and easy to talk to. Highly recommend getting a consultation with him and his knowledge of diamonds, be that lab grown or natural is amazing. read more

Helzberg Diamonds - Jewelry Near Me - Ontario, California

quality jewelry & and even better service guaranteed! Jewelrer on sight & free cleaning

My fiance purchased my ring here. He had a picture of a ring I found at a Kay Jewelry store (they exist on the east coast - where we're originally from) that I really liked and the salesperson was able to create a ring that looked exactly like it. Actually, it's better because the diamond itself is a lot more brilliant the original ring I chose. I was so surprised and happy to see that the ring looked nearly exactly like the one I wanted. Since the proposal, we've had to bring the ring back twice for resizing. The only part that sucks about that is that it takes a few days. The first time it took over a week :( Imagine being newly engaged and having to let go of your ring for over a week. The second time they were able to do it in a few days (because I complained about waiting over a week the first time). The resizes were free. Not sure if that's custom or it's because my fiance purchased the lifetime guarantee, but either way, huge plus. The lifetime guarantee is also something worth looking into as they will clean your ring every 6 months...and let me tell you, just from the two times I had my ring resized, it comes back BLINGALINGING! Like a whole new ring. I fall in love with it every time. So sparkly! Thanks, Helzberg for helping the man out to get me my dream ring. It's truly beautiful and I am so happy! read more

The store hours need to be updated .. I've been here 25 mins waiting for them to open.! This is already a waste of my time read more

Helzberg Diamonds - Jewelry Near Me - Ontario, California

I hate leaving negative reviews but I feel other consumers need to know. Got a wedding set from here about a year ago. Wedding never happened and we separated for a while and I didn't wear the rings in that 7 month period. I've been wearing both recently and my wedding band is changing colors! I'm so disappointed that we spent $800+ on a ring only for it to be so cheaply made. Do not recommend! Avoid this place like the plague and support your local mom and pop jeweler read more

Helzberg Diamonds - Lighting is bad but you can see the difference in colors of the two rings. - Jewelry Near Me - Ontario, California

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Came in to purchase the wife a birthstone ring. Seen the one I wanted a couple of days ago when the wife pointed out she liked that one. Came back today to hopefully purchase that ring. But upon arrival I was told they put them away due to a diamond showcase. You would think they could bring out some options to look at. But they told me to come back tomorrow. Well I ended finding something else at Kay's. Too bad they could of made a $500 sale easy. Helzberg seems to be lacking customer service more lately read more

I have mixed feelings about this place. I was able to interact with some select employees who tried to assist me and my fiance. He had purchased a ring online and one of the stones fell out. He failed to purchase a protection plan and we had to pay out-of-pocket for the repair. That was not the issue and I understood. The assistant manager (Jerman) even said that he would try to see if he could help us with adding the plan. Where I had issues was with the lack of customer service that came directly from the store manager. When speaking over the phone, he was rushed, short and quick to let me know how he would NOT be able to assist us. While I don't expect anyone to perform miracles, it is just nice to feel like someone is at least trying to help you. To make matters worse, when I did go to pick the repaired ring up, I got home (store in an hour away) and the replaced diamond is actually smaller than the original that is in there on the other side. The setting is sloppy and not worth the $450 we paid. I now have to go back and have the jeweler reorder my diamond and reset it. Given that still need to purchase wedding bands for the ceremony, I would hesitate to purchase from here again (or at least directly from this location). read more

We've been Helzberg customers for 3 years, and I will definitely continue to bring my business here especially after what I seen Romero Leal, the repairman, or should I say repair artist, did to my ring. My ring was accidentally eaten by the garbage disposal. Diamonds were missing and it was a mangled mess of white gold. I didn't think there was any hope. Knowing we purchased the Lifetime policy, I hoped against all hope that Helzberg Ontario Mills could breathe life back into my ring. I left my ring with Christina who called a few days later saying the repair artist would be able to restore my ring. The entire store knew my story and the condition I brought it in. I couldn't believe my eyes!!!! My ring looked brand new. The luster of the white gold and diamonds never shun so brightly. Major kudos to Romero Leal, the repair artist for working so hard to repair my ring. I'm so thankful we have the Lifetime policy. It came in handy today!! read more

Helzberg Diamonds - Repaired after my ring met the garbage disposal. - Jewelry Near Me - Ontario, California

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First off I like to say the customer service is AWESOME!!!! Rodine was the sales person who helped me out and she did everything she could to get me the best deals, best quality stone and ring for my engagement. Her boss even stepped in a few times to make sure I was taken care of and got exactly what I wanted. I definitely recommend this place and will definitely spread the word and come back for more. Thank you Rodine!!!! You're the best! read more

No pressure and took her time with us. Best Customer service. We will be returning thank you for your service. Thank you Samantha.

Kiro was our sales associate. He was very attentive, helpful, and personable. If anyone comes to this location, ask for Kiro. It was such a pleasant buying experience with him. Thank you Kiro! read more

My uncle was searching for an engagement ring to propose to his girlfriend. He searched other jewelry stores in his area and had yet to find the one. Stopped by Ontario Mills to pay bills and decided to look at rings similar to the ones my uncle wanted, the staff was very helpful, knowledgeable, and patient. Within 30 minutes we were able to find three rings for my uncle to chose from. He later visited the store saw the rings and found the ring he thought would be perfect for her. There was a 15% discount that day, the store offers a lifetime guarantee for an additional price, and if you ask they will clean the ring for you. Very thankful to the young lady with glasses that helped make this a smooth ring shopping experience for my uncle! He just proposed yesterday and she said YES! read more

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Don't buy from here-- the diamonds are overpriced. And a big IF you buy from here, do your research beforehand so you can be competitive. The 1.9 carat diamond we were looking at was "on sale" for $30k, but we checked online and the max that diamond should be priced at was $22k. This is with a S1 and H rating. Luckily they refunded our purchase. Please, take your business elsewhere unless you want to be price gouged!! From our research and experience, Tiffany's had some competitive and attractive offerings, all backed by their pristine name. read more

My fiancee wanted just a plain gold wedding band, and we couldn't find quite what we were looking for at most of the other places in the Mills. The people in the Helzberg Diamonds not only showed us exactly what we were looking for without trying to upsell us, but cleaned my MIL's wedding ring while we were there. But that's not even the best part! I have a wedding band that belonged to my great-grandmother. it's 93 years old and a very thin band. The have an in-house jeweler in this store who did an amazing job with it. They resized it for me, gave back the extra gold (for future resizings), recoated the white gold with new rhodium so it sparkles like new again and even kept the engraving on the edge of the band intact and looking beautiful! I couldn't be happier with the quality of service and product we got from this store. read more

i went in to look for a promise ring for my girlfriend for our one year and is going on vacation together and we had a wonderful sales woman named jenny she is a very nice woman and shows you all the options that will work for you read more

I have never met such rude pushy sales women. I came and looking for a simple yellow gold band ring. They didn't have the size that I needed but their prices were fair. They offered to have it made for me in the size I needed so I could take it home the same day but it would cost an extra $50 because there a jeweler would need to add more gold to make it my size. Of course I understood this. After speaking with two different sales women I told them that I would think about it and I wanted to walk around a little bit. Apparently saying this was a sign for them to be extremely pushy. Same but we can do it for you now it's a great price etc. I said again I'd like to walk around and think about it and I will come back later. Apparently again this was not good enough. As one of the sales women says "well what's the problem? "Finally I set up for myself and I said the problem is is that I repeated myself multiple times for adults. I only do that with my children. Now I'm not coming back because you guys are extremely rude and pushy. Very disappointed as I have been a customer i've Helzberg diamonds before but I will never step foot into this location again. Management needs to talk to the women on the floor to be respectful to their clients and not ask them "well what is the problem? " ladies, the problem is your attitude on the sales floor. This is why you will never have my business. read more

FIVE STAR for excellent customer service , life warranty and support. I highly recommend this store to buy your engagement rings since they really stand by their warranty with professionalism, they take pride in what they do but mainly in client's satisfaction which is really hard to find nowadays. I'm really happy with the store I went to in Ontario California , the manager Edward Kalash was extremely helpful attending my needs when I had to send my ring for inspection with a prompt solution and recommendation also the staff were very helpful and knowledgeable as well. I am definitely recommending this store when it comes to buying high quality pieces and receiving an excellent service thank you Helzberg Diamonds I LOOK FORWARD TO KEEP DOING BUSINESS WITH YOU read more

My wife and I have been Helzberg only since we met this team and location. They've treated us like close friends and have provided top quality product at fair prices. My Bulova watches are often admired. Additionally, they've gone far above what is expected after some jewelry got destroyed. Thank you so much Helberg of Ontario Mills Mall!! read more

My boyfriend and I started to look for engagement rings about 2 months ago.On our first trip to helzberg I fell in love with a maple leaf Canadian ring. Christina was the sales person who helped us and showed us other rings similar just because the one I wanted was over our budget. But no matter what ring I saw nothing could beat the canadian ring. Christina introduce us to Rodine who went over all the details about the canadian ring. She explained to us the 4cs and explained to us what qualities to look for in a ring. She was very attentive and showed me how we could build a similar ring without paying the price. But still my heart was set on the canadian ring. So Rodine and with the help of Edward they worked really hard to get as close as possible to a reasonable price. Since it was one of the first rings we saw we decided to wait but they did an amazing job in keeping in touch with us but never pressuring us. We finally ended up buying the ring after visiting other stores and comparing prices on certified gia rings. We were very pleased with the customer we receive from everyone in the store from the moment we walked in with Christina to moment we paid with Dakota. I recommend going to them when your ready to pop the most important question in your life. They love keeping in touch with you and they want to hear about your proposal. Best customer service we received and amazing prices. But the customer service was the key to our purchase. Thanks Christina, Rodine, Dakota, and Special thanks to Edward, your the man. read more

Helzberg Diamonds - Beautiful - Jewelry Near Me - Ontario, California

Man Edward and the Ladies are fantastic! I've been there 3 times since December and they took great care of me! I will NEVER go anywhere else! read more

I bought an engagement ring and it was a very very nice experience. It was the first time I bought jewelry and the salesperson, Rodine, explained everyhting I needed to know and did everything she could to help me find the right ring. There was no pressure to buy and she really took her time with me. I can definitely recommend this place! Thank you very much for your help Rodine! read more

Hi, Im 35 live in the IE. I only do 2 type of reviews 1 for business's that do good and the other 1 is business's that people need to stay away from. Stay away from this store or any Helzberg store. I bought a ring on 12/31. The ring they showed me was beautiful. They took the ring to the back and sized. The ring I left with was not beautiful (switched in back). I contacted store to Return when I discovered this. (They have 30 days return) They refused the return because the ring was sized. I called corporate no help explained the switch (TOO BAD) I was told Outlet is Finale sale (depending on store) I have a ring I don't love. Currently doing dispute with bank and ready to file civil case. read more

I had a bad experience with the Glendale, CA store. They had cracked my ring and lost a diamond when they re-dipped it. I went to this store today (Ontario Mills Location) to get the ring inspected for my warranty. I associate advised me that it was time to re-dip again as it should be done about 1 x per year. I was very nervous about leaving the ring with them based on my prior experience with the Glendale store. They had an in store jeweler in the store. I agreed to leave the ring. When I came back around an hour later, the ring was ready and looked beautiful. I checked it for about 15 min, even under the microscope to check for any cracks or any thing wrong. I did not find anything wrong. Both the sales associates I worked with were very professional and helpful. I have moved to Nevada and there is no Helzberg where I live. When I come into Ontario area I will be coming back to this location to service my ring. They also had a very nice selection of watches, including Invicta that would make a nice gift for my hubby. read more

This place seems crooked to me. I took a ring to be resized and their jeweler told me the stones were fakes after hitting them with their little probe tester and looking at them under a microscope. I was skeptical because it was my grandmothers ring, she died about 20 years ago and I didn't think they made really good quality fake stones that far back. Anyway, I didn't trust them and didn't leave the ring to be resized. I took it to a different local jeweler and turns out the stones are real. The Colombian emerald would cost $800 to replace and the diamonds are real too. I'm guessing these guys are either incompetent or crooked. Leaning toward the later based on my experience and reading so many other reviews here. Just stay away, trust me. read more

I had the pleasure of making a decision today that me and my future wife will share forever Rodine Eskandar was pleasant wonderful and really helped us find the wedding set that we both really love I. Am just so excited to to do further business with Mrs. Eskandar thank you read more

Although pricey... the service quality never disappoints. I have gone back to get my wife's engagement ring cleaned and serviced and always, always very helpful. Will definitely be back for future purchases. read more

forgive me that i have NEVER written a review before but seeing that i am still battling with them ever since completing my purchase they deserve this... i wish i could rate this company with negative stars... as i can see from the other reviews: PEOPLE HAVE PROBLEMS WITH THEIR CUSTOMER SERVICE AND THEIR PRODUCTS... i did purchase a ring (seen in the picture, missing diamonds, taken in the store) and as soon as they cleaned it to give to me, a stone fell out. the salesperson tried to explain that the vibration of the cleaning machine caused this and in demonstrating this TWO MORE STONES popped out! at this point im already feeling that this is a bad buy and say that they should let me return it immediately. too bad i had purchased it as they were closing and they explained that they could not because they had closed their register. they convinced me to trust that they would repair the ring to be as good as new and call me as soon as it was done. after over a week of waiting for that call i dropped into the store and asked what was going on. the ring was done but they had not bothered to call and they did not have money to refund my purchase. they told me to try it out and that i had lost alot of my return window from the repair but assured me that it was a fully repaired ring... THIS WAS NOT TRUE. since the purchase the ring has been repaired twice and is currently missing a diamond... i was told to hold onto the ring and speak with customer service to resolve my issue.. a very long seven months later of waiting for them to return my calls late and there is still no resolution. within this time the customer service representative i was speaking with was fired. i have visited the store multiple times and spoken with their management and i have looked each time for a suitable replacement or exchange. it is disappointing that their selection is so overpriced when you look at their larger competition. honestly they have a sales pitch and gimmick that can rival the best car salesmen. i can add names of all representatives as i have cards and other proof as well. i would just like for this all to be complete so i can stop going into and calling the jewelry store which feels like another job in itself. if you are looking to buy. beware. .. anyone can review that they like their ring that they were given from any store. (others may not even know where theirs came from) these reviews above honestly should have been better and happier for the ratings they received in my opinion. read more

Helzberg Diamonds - two diamonds knocked out after they explained how the first one came out - Jewelry Near Me - Ontario, California

I love my wedding ring, but they told me it was a manufacturer's clearance item off 70%, meaning the ring was worth $10,000 but they were only selling it for $3,000. We know nothing about jewelry. He took all the rings we had picked out and put them under a microscope and explained about fire, cuts, etc. They even financed us so the whole purchase was affordable. Later, I went to get the ring appraised by a jeweler and it was only worth $3,500. The store either lies to its employees or they lie to us, or both. We felt taken advantage of but at least we didn't over pay. We went back between the ring purchase and appraisal for some pearls and the man that helped us was great. No pressure to buy, seemed knowledgeable. But, there was a woman salesperson there who followed us around the whole time like a puppy dog and must have repeated herself 100X telling me I could where the pearls to work. It was really quite irritating but we kept quiet. read more