Helzberg Diamonds Shops, Inc.

Revdex.com of Greater Kansas City
ATTN: *** ***
Ward Parkway, Suite
Kansas City, MO
Ref: *** - *** ***
Dear Mr***,
I am writing to you in regard to Mr***'s complaint about a refund on a canceled layawayMr.*** was informed of our policy in which the
card used would need to be refunded backIf the refund is rejected and comes back to us he then would be cut a corporate checkWe have confirmed that Mr***'s bank has received the fundsHe will be receiving a form that he can take to the bank to collect the funds in the total amount of $
Again, I apologize for any frustration and appreciate the opportunity to bring resolution to this matterIf there are any questions, I can answer please contact me at *** or ###-###-####
Cordially,
*** *** • Customer Care Representative
HELZBERG DIAMONDS
Swift Avenue, North Kansas City, MO
Phone: *** (###-###-####)
email:*** • *** • ***
*** • ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID It does not make sense that there would be four profiles for a one time online purchase, however I find that this resolution is satisfactory to me
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

Good Afternoon,
The jeweler attempted to restore it to the original condition the best that he could given the state that it was brought to us inThe "beveled" edge that has been referred to is where most rings taper down to fit. We currently have our jeweler working on this to
replace the shank so that it is smooth and goes straight across as Ms. *** states she remembersWe do value Ms*** as a customer and would happy to refund her $as she paid originally for the sizing of the piece
Thank you,
*** ***
Customer Care

First, they did not address my complaint as they fixed for free the ring that was not under warranty. The ring in question, is under warranty. Next, I do not have confidence that they can handle my repair request. Why can't they call me and discuss? I have dedicated a lot of my time to waiting on hold and brining numerous associates up to speed with my issue. I would accept the cost of the repairs in the form of a check mailed to me.
Complaint: ***
I am rejecting this response because:
Regards,
*** ***

Please let me know if you have any questions, or need assistanceHave a great day!

Revdex.com of Greater Kansas City
ATTN: *** ***
*** *** *** *** *** *** *** ** ***
Ref: *** *** ***
Dear Mr***,
I am writing to you in regard to *** ***'s rejection regarding her Lifetime Care Plan no longer being validIn her complaint, Mrs*** states that she took her ring in for inspection regularly to our *** ** locationShe also states that the store location never asked her for her inspection card to record the inspections
Mrs*** has no record of her inspections being completedShe stated to us that she took her ring in almost every two weeks but did not take her inspection card from her wallet for the associate to sign itOur website states that if the inspections are not up to date that the warranty would be voidedOn the inspection card it also states that in order for the warranty to remain validHelzberg Diamonds requires that you bring your jewelry in every six months for inspection and have your card signedMrs*** is aware that since her warranty is no longer valid she will need to pay for the repair to reinstate her warrantyAttached is a copy of the inspection card that the customer has had telling her that in order for the Lifetime Care Plan to be valid it would need to come in every months and be signed
Again, I apologize for any frustration and appreciate the opportunity to bring resolution to this matterIf there are any questions, I can answer please contact me at *** or ###-###-####
Cordially,
Renee *** • Customer Care Representative
HELZBERG DIAMONDS
*** *** *** *** *** *** ** ***
Phone: *** (###-###-####)
email:*** • *** • *** *** • ***

Revdex.com of Greater Kansas City
ATTN: *** ***
*** *** *** *** ***
*** *** ** ***
Ref *** *** ***
Dear Mr***,
I am writing to you in regard to Mr*** ***
complaint regarding his Helzberg Diamonds wedding
bandIn his complaint, Mr
*** states that he purchased his wedding band along with a Lifetime Care Plan
on August 4, from our Mall in *** location. The ring is white gold and brushed in the
middle, which Mr*** states turns
yellow and is no longer brushed in the middleMr*** states that he asked
the store associate what his options were and was told that Helzberg is not
able to do anything but continue to send it to the jeweler for refurbishing as
neededIn the letter Mr*** requested that he be permitted to have his ring
replaced
I have reached out to the Mall of *** location and
spoke with the staffAlthough Mr*** is outside of the return or exchange policy,
and because we value him a customer, we have agreed to allow Mr*** to exchange
his ring in for one of equal to the value he paidIf he would like to select a
ring of greater value, Mr*** will be able to pay the differenceMr*** can complete this exchange at our Mall of *** location
Again, I apologize for any frustration and appreciate the
opportunity to bring resolution to this matterIf there are any questions I
can answer, please contact me at *** or ###-###-####
Cordially,*** ***

Please contact me if you have any questions at ###-###-####Thank you! -*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
Mr Sparks,After a few more phone calls it seems although Helzberg sent proof of refund they in fact had “put a hold on the refund” so it never did get to PayPal, however, today after speaking to Janeene Demeritt, the refund was released and my account finally creditedI thank you for your help on this matter
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Assumed Answered]
Complaint: ***
I am rejecting this response because:The banner was moving across the top of the screen - clicking on the banner does not make any sense - that's a very weak excuse to even suggest clicking on a banner This is advertising at it's best I will not purchase with Helzberg Diamonds again
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
I don't believe I should be responsible to pay the full price Helzberg Diamonds is asking, to reinstate the Lifetime Care Plan that I already purchased on the ringsI can clearly see that they are not willing to look further into what I've previously stated multiple times, about keeping up the Lifetime Care Plan, by getting my rings inspected multiple times throughout the yearsSo with that being said, I believe Helzberg should meet in the "middle" then, and reduce the cost by at least 50% to reinstate my already paid for Lifetime Care Plan on my ringsWith my knowledge of knowing how difficult my ring is to work on(Because of the setting of diamonds), I believe that it why they want to ignore my Lifetime Care Plan, and state that its no longer valid because of that reasonI feel like they don't believe a loyal customer, that spent a significant amount on engagement, and wedding rings, and that's very upsetting to meI don't want to pay, or believe I should have to pay a penny more for a Lifetime Care Plan, againBut I can clearly see that they don't want to work with me, or believe me. So I'm being the adult in this situation and at least trying to come up with a solution, rather than going back and forth with this complaintThe point of this complaint Is to come up with a solution that works for both partiesSo far Helzberg has basically only said, multiple times, "We don't believe you, so now pay us more money."
Regards,
*** ***

The original delivery date was 12/28/I was told when I ordered the rings that I would still receive the rings by thenI was also not told that the factory was closed from Christmas until New YearsI was told the Friday afternoon before the New Years weekend that the factory was closed nowI always had to ask for an update through the whole process in order to know what was going on with my order.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12611214, and find that this resolution is satisfactory to me
Regards,
*** ***

January 18, 2017     Revdex.com of Greater Kansas City ATTN: [redacted] 8080 Ward Parkway, Suite 401 Kansas City, MO 64114 Ref: [redacted], Dr. [redacted]     Dear Mr. [redacted],       I am writing you in regards to a complaint submitted by Dr. [redacted] regarding a...

purchase made at Helzberg Diamonds.   Dr. [redacted] states in the complaint details that he purchased a ring at Helzberg Diamonds and would like to have the diamond replaced or a full refund.    I have researched Dr. [redacted]’ claim and with the information provided, and I am unable to locate a purchase that he is referring to in our records.  After speaking with Dr. [redacted], he did suggest that the purchase may be under his wife’s name, Dr. [redacted].  Helzberg Diamonds values our customer’s confidentiality and has policies and procedures in place to protect the security of our valued customer’s information and purchase history.  We would need to speak to Dr. [redacted] directly to further investigate the complaint.   If we were to speak to a purchaser who is making a request to return an item the purchase would need to be within our 60 day return policy.  If a customer’s diamond were to be replaced by Helzberg Diamonds, it would need to fall under our twelve months manufacturer’s guarantee or our Diamond guarantee provide to all Helzberg Diamonds customers on a diamond purchase.  To learn more about our return policy, manufacturer’s guarantee or diamond guarantee, please visit us on www.helzberg.com.   I apologize for any frustration and appreciate the opportunity to bring resolution to this matter. If there are any questions I can answer, please contact me at [redacted] or by calling ###-###-####.           Sincerely,     LING TJOENG • Customer Care Representative .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  HELZBERG DIAMONDS [redacted] direct: ###-###-#### • fax: ###-###-#### • helzberg.com Follow Helzberg on Twitter and Join us on Facebook

February 5, 2016
Revdex.com of Greater Kansas City
ATTN: [redacted]
Ref: [redacted]
Dear Mr. [redacted],
I am writing to you in regard to [redacted] complaint regarding her Lifetime Care Plan no longer being valid. In her...

complaint, Mrs. [redacted] states that she took her ring in for inspection regularly to our [redacted] location. She also states that the store location never asked her for her inspection card to record the inspections.
Mrs. [redacted] has no record of her inspections being completed. She stated to us that she took her ring in almost every two weeks but did not take her inspection card from her wallet for the associate to sign it. Our website states that if the inspections are not up to date that the warranty would be voided. On the inspection card it also states that in order for the warranty to remain valid. Helzberg Diamonds requires that you bring your jewelry in every six months for inspection and have your card signed. Mrs. [redacted] is aware that since her warranty is no longer valid she will need to pay for the repair to reinstate her warranty.
Again, I apologize for any frustration and appreciate the opportunity to bring resolution to this matter. If there are any questions, I can answer please contact me at [redacted] or ###-###-####.
Cordially,

Renee [redacted] • Customer Care Representative
. . . . . . . . . . . . . . . . . . . . . . . . . .
HELZBERG DIAMONDS
[redacted]
Phone: [redacted] (###-###-####)
email:[redacted] • [redacted] • [redacted] • [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
Complaint: 12609174
I am rejecting this response because:  Many of the statements in their reply were false.  First they claim that I brought in a non Helzberg Diamonds ring.  That is untrue.  I had purchased the ring from Helzberg 25 years ago, and I had the original receipt when I brought the ring in.  They knew it was from there.  They said that my ring had a six prong head and was in bad repair.  That is untrue as well.  My ring had a 5 prong head and was in good repair except that the prongs needed built up.  They are the ones that insisted they should replace the whole head because they thought it would look better.  They assured me that it would be the same head, but when I got it back they had put a 6 prong head on it.  They say in their letter that they did not recommend putting the head back on because it was in bad repair, but it was not in bad condition until their jeweler cut it up removing it from my ring.  They were the ones who damaged the head.  They told me they could put it back on, but when I got it back it looked horrible.  They store manager admitted, they should have never taken my head off if they did not have the same one to replace it and apologized about how bad it looked.  They also claim that I had accepted their offer for the same jeweler to make a new head.  That is untrue.  The store manager told me that she didn't know what could be done at this point and she would speak to the jeweler and call me.  All I agreed to was to listen to their suggestions.  The manager did not call me the next morning as promised, so I called her.  Her only offer at that time was to send it back to the same jeweler that had messed it up twice.  I told her that I didn't trust that jeweler to try a third time, and I wanted a different jeweler to look at it.  I picked up my ring and took it to another jeweler in town that the store manager recommended to me.  That jeweler was able to complete the repairs.  Their letter also says that the regional manager reached out to me on January 19th.  That is untrue.  I called several times and asked for the regional manager to call me, but he never did.  Based on the number of untrue statements in their response, I don't expect them to do the right thing now.  However, I don't accept their resolution and I don't think they deserve the rating you are giving them.
Regards,
[redacted]

To Whom It May Concern,We are certainly very sorry that this item has become lost for and have been actively working with this customer for over a year to resolve this situation for Ms. [redacted]. I became involved with this case on 12/28/2015. During the time we've been working on it, there...

has been many instances where the customer has stopped communication for long periods of time. Each time Ms. [redacted] has reached back out, we've been active with trying to resolve. Initially, the only resolution the customers were willing to accept was their exact item. We explained that regretfully, we could not locate it. Mr. [redacted] requested a conference call with our LP team which we were willing to accommodate. I explained at that time that we would absolutely continue to search for it, but are willing to allow them to select another item of equal value or to receive a corporate check for the amount the items were purchased for. Those options along with the conference call requested by Mr. [redacted] were declined. The customers advised me that they were not able to locate the original receipt, which was required for the corporate check. I went on to offer additional resolutions, given the sentimental value of this ring and list the previous options also:1. Custom make a piece in the memory of her son2. Find a similar piece within our company3. Ion engraving to include an image of her son or quote for remembrance4. Corporate check, but has refused to provide any documentation regarding the original purchase and declined the checkAll of the above options were rejected by the customer and continually stated they only wanted the original piece back. I explained that in the event the original ring was located, we would still provide that back to them, but since we did not know where their ring was we wanted to allow the to select from the above options. We explained to the customer that we could not allow this to go on for an indefinite amount of time and explained that we would need a selection from them by the end of February 2016. We did not hear back from the customer from 1/25/2016 until 8/9/2016. I agreed to dismiss the expiration date of Feb. 2016 for the offer and followed up with Mrs. [redacted] to provide the 4 options listed above. After that reply, there was no response from customer until September 2016 stating she was moving and would be back in touch. She then contacted us in November 2016 where she requested that we pay another jeweler to recreate the item. It was explained that regretfully we wouldn't be able to accommodate that, but still willing to allow her to select from the above 4 options originally supplied. On December 6, 2016 an email follow up was sent to Ms. [redacted] explaining that since I have not heard back from her and all options were declined, I will provide her until 12/31/2016 to agree to a resolution and after that we are considering this matter closed going forward. On 12/16/16 Ms. [redacted] called to speak with me. I was not available, but did return her call. She had located a receipt from the original jeweler and now requested a corporate check, however, it was handwritten with no indication of what amount was paid in full. I explained that in order to provide her with the corporate check I have to have documentation from the original jeweler that the $8,200 listed on that slip was what the customer paid in full as it was not stamped paid in full nor did it show a 0 balance. I've attached the receipt provided above. The customer did not understand why we couldn't accept that and became upset that we were delaying the resolution. I was not able to get any confirmation from the original jeweler or for them to contact me back. Given the length and time spent on trying to resolve for this customer, I have made an exception to go ahead and reimburse her in the form or a corporate check in the amount of $9,177.98 which covers the merchandise lost along with the Lifetime Care Plan for the Helzberg Diamonds piece and the tax paid for the Helzberg Diamonds purchase. Ms. [redacted] has agreed to that amount and this will be the final resolution. I have sent he the release to sign and upon receipt back I will process the request to have the corporate check mailed to her in the amount listed.Sincerely,[redacted]Customer Care Supervisor

December 23, 2014
 
Revdex.com of Greater Kansas City
ATTN: [redacted]
[redacted]
[redacted]
Ref: [redacted]
 
Dear Mr. [redacted],
 
We are writing to you in response to Mr. [redacted].  We
extend our...

sincerest apologies to you and the client both for the delayed
response.
 
Please allow us the opportunity to explain that the suggested and
most appropriate way for this customer to move forward is to file a dispute
with the credit bureau agencies to help him with his request. While Helzberg
Diamonds as a company empathizes with the client’s circumstances, it has been
expressed by our credit departments: If the payment was
late, it would have reported as a late payment, regardless of the agreement to
accept a late payment.
 
In an effort to assist the client the late payment charges
have been removed.
 
If you or Mr. [redacted] have any questions, please contact me at [redacted]
or ###-###-####.
 
Sincerely,
 
[redacted] • Customer Care Representative
.
. . . . . . . . . . . . . . . . . . . . . . . . .
 
HELZBERG
DIAMONDS
[redacted]
Phone: [redacted] (###-###-####)
email: [redacted] • [redacted] • [redacted]           
[redacted]
• [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Thank-you! 
[redacted]

Revdex.com 8080 Ward Parkway, Suite 401 Kansas City, MO 64114 Complaint ID: [redacted]   To whom it may concern,   I am writing you in regards to a complaint submitted by Mr. [redacted] regarding his credit plan being incorrectly set up at the time of purchase.   I have researched into...

Mr. [redacted] begin enrolled into a payment plan He did not wish to be apart of. While we were not there for the conversation we would like to take to take care of Mr. [redacted]s intial interest charges that have been recently applied to his account. Going forward his plan for the current balance will be on the revolving credit option with the minimum balance due being provided to him on his statements.   We sincerely apologize for any confusion and misunderstanding that may have occurred. I look forward to Mr. [redacted] continuing patronage and allowing Helzberg Diamonds to help create special moments in the future.   Thank you, Eric [redacted] • Customer Care Specialist .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .     HELZBERG DIAMONDS 1825 Swift Avenue, North Kansas City, MO 64116 direct: ###-###-#### • fax: ###-###-####• [redacted] Follow Helzberg on Twitter and Join us on Facebook ©2017 Helzberg Diamonds is a Berkshire Hathaway company.