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| - Helzberg used to be my favorite jewelry store, they seemed reasonably priced and had some friendly sales people. With my latest experience that has all changed. I brought in my engagement ring to get a small diamond in the band part replaced that had been lost. This is a fairly standard sub $100 service that jewelers provide. As expected, Helzberg took the job and said they'd have it back in a week. No problem initially. Upon coming back in to pick it up, the replaced diamond was extremely obvious and the ring was no longer round. Completely obvious mistakes, visible to the naked eye. Upon a comment they agreed to take it back (though it wasn't the friendliest exchange). Guess what? I come back to pick it up, and again the new small diamond is uneven with the rest in the line, at least the ring is the right shape this time. Upon a discussion I was told "that's not the diamond we replaced". Are you **** kidding? To lie directly to my face is unforgivable. I commented as such and the manager came out. This is really when the shocking part begins. After a 10 minute wait and a clearly visible discussion with the jeweler in the back (whom I'm apparently not allowed to speak to directly) she comes out and tells me again that the diamond I'm pointing out isn't the one they fixed. I even found the documentation that they wrote up where it clearly showed the diamond that is still wrong being the one that they claim to have worked on. Even after agreeing to take it back, they never agreed that this is the diamond they were working on. I should have just taken the ring back at that point (clearly), but I still had some hope they could redeem themselves. A week later, I come back to get the ring and its finally mostly fixed. But the new diamond mount still has a sharp edge that can catch on clothing, its bound to get loose and end up loosing the same one again. In addition, the platinum is discolored where they put heat to it. This is the least professional work I have ever seen with some of the worst customer service. I gave up and decided to take it (to get it fixed elsewhere). Upon exit, the manager informed me that the original manufacturer actually will replace diamonds for free. That would have been good to know at the beginning. A real craftsman who doesn't think they can do a good job would inform you of this up front and offer to help you find the best solution, a dishonest one makes it sound like it is the customer's fault for even bringing the item to this store in the first place when clearly you should just go back to the manufacturer (which I will clearly do next time).
I really did like Helzberg, but now I will never be back (at least not to this location). If this is what can be expected from Helzberg, Berkshire Hathaway should seriously consider divesting, in the long run, dishonest businesses aren't profitable. And in this case, the manager choose too fire a long time customer over a $100 service over issues that could have easily been avoided. Is a customer worth that little? Do some 2nd grade math and you can figure out that keeping a customer at a high margin jewelry store is worth way more than a mere $100.
Warning to all Yelpers...never buy anything here or contract any service. Follow this simple rule, if you ever feel pressured, trapped or scared while buying anything, DON'T BUY IT and leave immediately. In this store, you're bound to feel all of these emotions at some point.
To all Men looking for engagement rings, shop around and find something you really like, do your research, and get more for your money. You'll be glad you did (my husband sure is glad we didn't buy from here in the first place and so am I).
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