"It was good. Found what I was looking for. Jut needs more details about law way options."

"It's frustrating when repairs take 2 weeks or more at a time."

"My last three purchases were in store - the staff is always friendly. Online window shopping for ideas."

"Need size description on center gemstones & qualities."

"I wasn’t satisfied with the website"

"Pendant chain was in a messy knot, took over half an hour to undo was actually worried the chain was going to break from me untangling it"

"Repeat purchaser because of quality price and service"

"the sterling silver rings are too over priced."

"website was an easy layout made everything easy to find. only reason i didnt buy anything from this visit was becasue i want to see what they have in stores."

"In April 2019, I went in to Helzberg in Orlando discuss another upgrade option and I dropped off my wedding rings to be dipped. Later, the store manager in Orlando informed us that my rings were accidentally THROWN AWAY during the process of dipping my rings. The shock and disbelief that we were going through this painful experience is still very raw and emotional---my husband being most disappointed with the loss of the ring he picked out, proposed with, and that we made our vows with, certainly made this much more than a loss of 3 rings. Helzberg was responsible for this loss and yet they threw these irreplaceable items away and they offered nothing but an apology and to replace my rings down to the very penny I spent (although in the same words they empathized they were sorry and no diamond is the same and is irreplaceable and they would make it right). When I pressed, how is making it right giving me down to the penny of the price I paid 8 years ago when the purchase power of that same value has increased by 16% (use an inflation calculator on the web to calculate inflation). The manager said she would look at replacing the diamond and I asked for an upgrade from what I had, yet they were not willing take ownership in discussing what they could do "above and beyond" to make it right with an upgrade conversation. After hours of research, over 8 hours identifying reasonably priced upgrades, 2 trips to the store to discuss with the store manager (over 4 hours) and 30 days later---we were escalated to Customer Service Supervisor who assured us they would make it right. After the same routine circus show and the empty apology, we were made to feel, yet again, like we did something wrong by asking Helzberg, in their service recovery effort, to do something more than giving us our money back considering they lost over $24K in total spend and as they said "irreplaceable memories". The customer care supervisor eventually came back and offered the cost of inflation, $5K, (plug inflation calculator into the web) as an additional token plus the original amount we paid to show their effort in making it right. Considering this took another three days and countless hours just to get to that point, you can imagine how angry we were as 20 year loyal customers. If Helzberg would have started there, we would have walked away fairly satisfied in the first discussions with the store manager. Considering it took 30 days of pressing, a car accident after I left the store (not their fault but happened during the circus act to meet the store manager), multiple email exchanges with the store manager, and 3 days of email and voice exchange with the customer care supervisor---we were left feeling unheard and angry as the customer care supervisor indicated Helzberg was doing us a favor by giving us consideration and payout for the cost of inflation. We heatedly responded that they should be ashamed to treat loyal customers in this situation like we were asking for the moon. Seriously Helzberg, you threw away these " priceless memories attached to the rings and one of kind items valued at $24K" and you act as if we are the problem. In our closing request, we offered to provide our receipt which showed the original value of our diamond at $34K (never discussed). This value price noted on the receipt was proceeded by the mark down deductions, and then noted what we actually paid including total with upgrades and bands = roughly $24K+. Our receipt DID include a one-time fee of $334.00 for our diamond to get set which they left out of their reimbursement plus inflation offer. When my husband pointed this out, the Customer Care supervisor paid no attention and practically scolded us for asking and in not so many words indicated we should be happy with the return of our money (which was rightfully ours) plus inflation. REALLY HELZBERG, a loyal customer for life and you threw away my rings and are fighting with your customer over $334.00 out of our pocket for setting a ring YOU THREW AWAY. We tried to escalate to the next level, however, we were left with no option but to accept their offer in the end because the customer care supervisor said this was the highest level of authority--no chain of a command after her to escalate to. (That is a flat out lie). I have been in the service industry for 22 years and have never experienced such negligence of customer service and see they have no regard for my items and feelings I entrusted them with. In addition, an apology of losing an item of sentimental value and giving my money back is the least Helzberg should have done. Helzberg---stop saying you’re going above and beyond for your customers, you lost a 21 year customer for life over $334.00 and empty promises. Your actions and words show you could care less. Do yourself a favor customers, shop at a reputable company who actually cares about going above and beyond and doing what it takes to retain loyal customers.

Sincerely,

Jamie Caraher
"

"My credit account was closed my my ex husband 6 yrs after our divorce & I wasn’t informed. The customer service person was unconcerned and I was refused a new account after having an $8000 limit since 2010."

"The pictures and info are very helpful, but I still would like to see in person."

"The green diamond necklace is absolutely stunning. I wish you offered the ring and bracelet to match (or at least something similar) because I would have purchased them all."

"I found it very easy to use and a lot of product choices. Will return in the near future."

"Well it wasn't what I thought it would be, I fist accessed the 1800 number to reach my local store and was requested by the the lady on the phone to make the purchase with her over the phone i had debated because of the great service I get with my local store and , the sales lady on the phone said she could do the same . But i could hear other sales people on the call and she didn't hear my email very well . I didn't get a email confirmation and I used the online service to get a email. Then it wasn't a usual confrontation that I was used to . It was a letter type message. And no # or tracking options for the order . That was kinda a not good feeling. Over all I feel like i should keep to ordering in person from my local store , it depends on the delivery of my ring weather I continue with Helzberg shopping again."