Helzberg Diamonds

If you’re considering purchasing an engagement or wedding ring from this location, please think again. My husband purchased my wedding ring set from here several years ago. When we initially went to browse the rings the service was fantastic, everyone was so nice, it felt good purchasing from here. And my wedding ring set he chose was gorgeous. I loved it every day I wore it.
However, the maintenance for their pieces is terrible. Any time I needed maintenance on my ring (repairing loose stones, re-​treating of the white gold, etc), it took forever. I think the shortest wait I had was exactly one week. But it usually ran over a week, sometimes more than two. And every time they gave one of two excuses. Either the jewler was on vacation, or they were getting a rush because of a holiday coming up.
What holiday happens in Aug. that everyone needs their jewelry to look their best, I’m not certain.
And to rub salt in the wound, the staff is completely unapologetic if I had an event coming up that I wanted it done for earlier than that. The last time I went (and vowed never to go back), I explained why I was hoping to get it sooner, the associate’s response was, «So do you want it, or not?». I never got any apology or empathy with them, but that was the worst.
My husband and I got so sick of their attitudes that we exchanged the set at Jared a few days ago, and purchased a new set there. I own many Jared Neil Lane, Le Vian, & Smithsonian pieces, and all the same service is done within 2 hours, much better than about 2 weeks. And even if I am going in for service instead of a purchase, they’re so wonderful and attentive. The attitudes at Helzberg ruined any chance of us wanting to do business with them again.

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 2^nd 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 Unilocalers… 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).

They are supposed to have a trade in policy. You can trade in your old jewelry and get full credit for what you payed as long as the new jewelry is over double in cost, or at least that was the sales pitch. When we tried going in and asking about trading in a ring purchased there, all of a sudden the «deal» started getting really complicated.
First, the customer «service» lady said each trade in is at the manager’s option and she didn’t think he would be interested in my ring. Second, even if he was interested I would only get what the manager deemed fair and only on a full priced item, no sales or special buys. I feel lied to and grossly mislead. I am sorry I ever bought anything here and never will again.

Don’t waste your time or money here. They have no idea what quality is. One associate tried to sell a perfect cut diamond. But had no idea what iit meant. No different than Kay jewellery out any other box store

I love the Helzberg Store at the San Tan mall, it seems like San Tan hires… younger employees… I have been to this Chandler store 3 times to browse and look for wedding rings. They always seem to have a not so pleasant attitude. When your in the jewelry business you need to find a happy medium between giving your opinion and listening to what the customer wants.

Bought my engagement ring here. The sales woman was very polite and a true professional. She kept me within my budget and helped us find a beautiful ring. Also the application for credit was quick and discreet. I definitely would make another big purchase here.