Complaint Review: Helzberg Diamonds - Glendale Arizona

As a consumer with no professional affiliation to Helzberg, I can honestly vouch for their lifetime warranty. Both my engagement ring and wedding band were purchased separately at two different Helzberg locations, and I have had no trouble having work done on either. My engagement ring was purchased 6 months ago, and about 2 months ago I stopped in to get it cleaned while I was in the area. A day later I noticed one of the smaller diamonds on my band had fallen out, and I immediately realized it had likely been knocked loose when it was cleaned. As my local Helzberg is anything buy local, it was a week before I was able to return and drop off my ring, but they were very obliging! I explained to them what I thought had occurred, and they looked up my information in the computer. I just had to answer a few questions for them to include information about the purchase of the ring on the repair receipt that I assume was sent with the ring to the jeweler. I also decided to send my wedding band off to have it resized, which they were more than willing to do. When the rings were returned (a mere 4 days later), they went ahead and did the inspection on BOTH rings, signed my inspection card, and I was on my way! No charge to me!



My center diamond is very precious to me, and near flawless, so I would be devastated if anything were to happen to it. I was sure to ask them to check and make sure it was sturdy in its prongs as well and as a matter of fact, there was some space between one of my prongs and the corner of my princess cut diamond when I received the ring, and I quickly took it to Helzberg to have them tighten the prong. They did so and had it returned to me very quickly! That occurred within the first month of having it.



I have absolutely no problem holding to their every 6 month inspection rule if it means free repairs for the lifetime of my beautiful rings! As a matter of fact, Id say whenever youre near your Helzberg, why not stop in and get it inspected it wouldnt hurt to have it done MORE than every 6 months!



I think its absolutely vital that you pay attention to warranty requirements and qualifications when purchasing anything that you feel valuable enough that it needs a warranty. Helzberg has been around nearly 100 years, and I dont think theyd have such a loyal following if they were going around ripping people off. One gentleman that works at my Helzberg has been with the company for 30 years and couldnt be more helpful! MOST of the employees at both the Helzberg stores I shop at have been very polite. Im a young bride, and look even younger than I am, so I dont always find that I receive quality attention from shops in many cases, but Helzberg seems to be very helpful and courteous as long as you are sticking to the rules they are required to follow.

I DID purchase an extended warranty on a $3000. Anniversary ring.  In Sept of this year I lost my wedding rings and went into the Helzberg Diamonds in Barton Creek Mall here in Austin, TX.  After approx. 1 hour of looking at their selection to replace my rings, the sales person offered to clean my anniversary ring that had been purchased at that store 3 yrs ago.   He also stated that I need to make sure and bring my jewelry in for their 6 month inspections.  It is my understading and per a unnamed Helzberg employee, the person cleaning any piece of jewelry has to inspect the item BEFORE it is cleaned.   This would not be of any concern to me except for the fact that 2 months later that ring had one of the diamonds break completely  in two!  If you look at a triangle and imagine the point on the bottom half breaking off, this is how the stone had broken.  Once we realized that the stone was broken, we went in to the store expecting them to honor their "Lifetime Warranty".  We were very mistaken.  They pointed out that the ring showed no sign of damage.  The setting was completely in tact.  There was NO evidence of it being struck or hit.  The bottom portion of the diamond was completely surrounded by a fairly tall setting.  All of this points to the diamond being flawed.  After almost one month, we are still arguing with the store manager and have been unsuccessful at getting ANY Helzberg employee to put us in contact with anyone in the Corporate office to hopefully talk to them and make sure they have been informed of the cleaning w/inspection 3 months ago.  Because the person who inspected the ring prior to cleaning it did not "document" any information that day, they will not honor their warranty.  They also have it in their system that the day my ring was cleaned, we also put a deposit on a solitaire ring.  We cancelled the purchase 2 days later because we decided to go with the jeweler who had sold us my original wedding stones.  Thank God we did because after approximately 10 years of business and after spending well over $15,000.  in that very store, this is what we are getting.  They were very happy to tell us that they were so pleased to have us as a customer that they were going to sell us the new diamond at their cost!  What a deal!  NOT!!! We will not only return a purchase from December of this year (unless they decide not to honor the 60 day return policy too) and we will NOT buy a new stone from them.  I will continue to tell anyone I see in a Helzberg store shopping or anyone I know thinking about a jewelry purchase to think long and hard before they shop at Helzberg!  In this economy, I would hope that continued business would be cherished....apparently not.  I am just hoping that I get my ring back sooner than the person who had issues in Florida.  Another point of fact is that I have had two other jewelers tell me that they have never heard of a diamond breaking in the way mine broke.  One of the jewelers was from another Helzberg location here in town.  They only made the comment to me because they were not aware that the diamond was purchased from their company.  You can spout the technicalities of the supposable "warranty" all day long.  It does NOT make it right!  

It is very important as a consumer to fully understand the warranty of an item before complaining to anyone who will listen that a company doesn't stand by their warranty. Helzberg Diamonds Lifetime Warranty is for their Diamonds, Natural Rubies, Natural Sapphires, and Natural Emeralds ONLY. It does NOT cover any gold work that needs to be done. In order for any gold work to be covered the customer needs to purchase an Extended Warranty. Also, I'm not sure I believe your "complaint" because you say that "the shank, 3/8 marquee diamond, and prongs was all missing" out of your ring. If the entire shank was missing you would have noticed that- it's the bottom part of the ring- and that would only be completely missing if you had "snagged" it on something and it broke off or wore it for 75+ years and that would be considered normal wear and tear....not something covered under the warranty. Also, you said the marquee diamond was missing. Helzberg Diamonds covers their diamonds for life if you keep up your end of the deal and bring the ring in to ANY Helzberg Diamonds every 6 months to have it cleaned and inspected. If you do not bring it in EVERY 6 months then the warranty is no longer in effect. For the 3rd complaint you said the prongs were missing- again, if the prongs were actually missing it would be because of normal wear and tear or the prong got caught on something and ripped off. Again- not covered by warranty unless you purchased the Extended Warranty. Again, is VERY important as a consumer to understand the warranty before making claims that a company doesn't stand behind their warranty. Otherwise it sounds like you're looking for freebies! Helzberg Diamonds has been in business since 1915 and they didn't last that long by ripping people off! :)