[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: [redacted] I am rejecting this response because:I was taking my ring in every months for inspectionBecause the Helzberg Diamonds sales associate's never asked for my cards, Im bring punishedThe first time I had a diamond missing, no one ever asked to see a inspection cardI did what was I supposed to do by bringing it in for inspections every monthsWhy does my Lifetime Care plan get voided because of something that was not my fault? Making me pay to get the stone replaced is bazaarI paid hundreds of dollars for a lifetime careplanI did nothing wrong hereIt's all because of the Helzberg sales associates Regards, [redacted]
December 23, Revdex.com of Greater Kansas City ATTN: [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 requestWhile 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]
January 27, Revdex.com of Greater Kansas City ATTN: [redacted] Ward Parkway, Suite Kansas City, MO Ref: [redacted] , [redacted] Dear Mr***, I am writing you in regards to a complaint submitted by Ms [redacted] regarding a purchase made on [redacted] using her PayPal account December 30, Ms [redacted] purchased three items through our website using the name “L [redacted] .” This purchase totaled $and was paid for using Ms [redacted] s PayPal accountThe order was set up as an In Store pick up at our Southlake Plaza store location and the store processed the order on December 30, When Ms [redacted] went to pick up her items, there were only two showingThe third item was “stuck” in our systemIt took about minutes to find the issue and resolve it, while Ms [redacted] was in the store At this time Ms [redacted] has the items from her orderI am sorry for any frustrations this may have caused herAlthough we cannot compensate her for her time, we sincerely apologize for any inconvenience the system error may have caused! We apologize for any confusion and hope Ms [redacted] is happy with the merchandise she has received If there are any questions I can answer please contact me at [redacted] or by calling ###-###-#### Sincerely, [redacted] • Customer Care Team Representative HELZBERG DIAMONDS [redacted] Phone: 1-800-HELZBERG (###-###-####) email: [redacted] • [redacted] • [redacted] twitter.com/Helzberg • facebook.com/HelzbergDiamonds
Dear [redacted] , I am writing to you in regard to Mrs [redacted] ’s concerns about her palladium ring purchased in We understand the customer has concerns regarding the durability of her ring and possibility of it turning black Palladium metal is not subject to turning blackWe apologize for any misinformation provided to the customer at our store locationPalladium is an ideal metal for jewelry because of its close similarities to platinumThey both are durable, non-reactive metals making them ideal for individuals with allergies to metalsPalladium does not require any form of plating or treatments to maintain the “white” metal state If there are any questions I can answer please contact us at ###-###-####, Monday – Friday, 8:00am – 8:00pm Central Standard Time Cordially, [redacted] • Customer Care Representative ________________________________________________________ HELZBERG DIAMONDS [redacted] main: ###-###-#### email [redacted] • [redacted] • [redacted]
Revdex.com Ward Parkway, Suite Kansas City, MO Complaint ID: [redacted] To whom it may concern,I am writing you in regards to the rejection that MrsK [redacted] submitted to our response to her initial letterWe are sorry to hear she was not satisfied with our original responsePer our records the customer has been in store a few times since our last response so hopefully she has taken in the piece she is experiencing trouble withIf not I would like to reoffer to set up an appointment with the management at her local store location so we can evaluate the piece she is experiencing issues withThis will allow us to determine which pendant is causing the concern and how we can best assist her.If you have any questions please feel free to reach me at [redacted] , you can also reach me at [redacted] by referencing number # [redacted] Thank you, Jacquelyn L [redacted] • Customer Care
August 30, Revdex.com of Greater Kansas City ATTN: John Sparks Ward Parkway, Suite Kansas City, MO Ref: – [redacted] Dear MrSparks, I am writing you in regard to a complaint submitted by Ms [redacted] regarding her refund to PayPalOn July 7, customer purchased SKU onlineOur records show the order was delivered on July 8, 2017, however, customer called to let us know that package was not thereWe started our FedEx Investigation and this can take up to three weeks to completeOn August 4, 2017, we made the decision to refund or reship the itemCustomer wanted a refundThis was processed on August 4, Most refunds take seven to ten business days to complete, however, PayPal can take up to thirty daysI am sorry to hear that Ms [redacted] did not get the receipt she requestedI am including a copy and I have mailed Ms [redacted] a copy, as wellOur policy states that orders under $will not require a signatureI cannot apologize enough for Ms [redacted] experience and hope in time, she will give us the opportunity to make this right! If there are any questions I can answer please contact me at [redacted] Sincerely, Jean ***– Customer Care Representative HELZBERG DIAMONDS Swift Avenue, North Kansas City, MO Phone: 1-800-HELZBERG (1-800-435-9237) email: • www.helzberg.com • www.iamloved.com twitter.com/Helzberg • facebook.com/HelzbergDiamonds
February 24, 2017Revdex.com of Greater Kansas CityATTN: [redacted] ***Ward Parkway, Suite 401Kansas City, MO 64114Ref: # [redacted] - [redacted] ***Dear [redacted] ,I am writing you in regards to Mrs***s complaint regarding her experience on at our Crabtree Valley location in Raleigh NCWe are so sorry to hear of Mrs***s experience and that she is unhappy with the service that she receivedWe would love to personally reach out to Mrs [redacted] to collect some additional information about the tax refund that she received, so we can get this resolved and ensure she is refunded the correct amount I have attempted to reach out to Mrs [redacted] at the number provided on the Revdex.com claim, [redacted] , unsuccessfully As of February 24th 2017, I have not been able to reach Mrs [redacted] to address her concerns.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 [redacted] or by calling ###-###-####.Sincerely, [redacted] • Customer Care Representative HELZBERG DIAMONDS [redacted] , North Kansas City, MO Phone: [redacted] (###-###-####)email: [redacted] • [redacted] • [redacted] twitter.com/Helzberg • facebook.com/HelzbergDiamonds
[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 have picked up my ring from Helzberg and the ring was in worse condition than it was before, and they did not fix it the way they said they would I told the manager about one of the corrections they said they would make (putting a line down the middle of the band to make it look like two rings), and he said, ,’Oh, she forgot to do that, but I asked her to I can have her do it tomorrow’ At this point, I said no, because every time I leave my ring with them, it comes back worse I asked him for my refund, which he credited At this point, I will need to take it to another jeweler, at my cost, to get the ring back to how it should have been Regards, [redacted] ***
Dear [redacted] ,I am writing you directly in response to a Revdex.com complaint filed by our customer [redacted] C [redacted] We did not receive a link for this customer complaint.The complaint submitted by Mr [redacted] is in regards to a promotion we were running through the Black Friday seasonIt features up to $25-$1,dollars off of already marked down items with the following tiers: $25/$199; $75/$499; $150/$999; $200/$1499; $400/$2499; $600/$4499; $1000/$7499.The item that Mr [redacted] purchased was originally $on sale for $As the beginning tier for the promotion was $off a purchase of $or more, regretfully we are unable to apply this promotion In Mr [redacted] ’s complaint he also stated he wanted the free ground shipping, which we do offer on all orders over $Mr [redacted] ’s order did not meet that threshold.Regretfully, I am unable to speak to the details of the conversation Mr [redacted] had with another representative as I was not a part of that discussionHowever, we sincerely apologize for any misunderstanding that may have occurredAs I did not have a way of responding to the Revdex.com until now, I did reach out to Mr [redacted] with no success of reaching him, and left him a couple messages to the phone number on file.I apologize for the delay in my response in regards to this matterIf you have any additional questions please feel free to contact me at [redacted] or at [redacted] .Cordially, [redacted] • Customer Care RepresentativeHELZBERG DIAMONDS [redacted] , North Kansas City, MO Phone: [redacted] (###-###-####)
June 24, Revdex.com of Greater Kansas CityATTN: [redacted] Ward Parkway, Suite Kansas City, MO 64114Ref: [redacted] Dear Mr [redacted] , I am writing to you in regard to Ms*** [redacted] complaint regarding her experience with our Coronado store locationWe have informed the Regional Manager of the situation in which has been address with the storeThe Regional Manager has also spoke with Ms [redacted] and has apologized for her experienceThe customer will be returning to the store to look at rings over the past weekend The Helzberg Diamonds Credit Card is financed through Capital One, which is separate from Helzberg Diamonds retail businessFor our client’s security, Helzberg Diamonds does not have direct access to their confidential account informationAt this time, we have partnered with Capital One to review the client’s account and payment history and cannot find record of any payments on her account or return of her statements by mailBecause the merchandise was returned for a refund on March 25, 2015, Capital One has waived the late fee billed on March 20, If Ms [redacted] can provide us with a record or receipt for her payment, we would be happy to look into this further for her 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 [redacted] or [redacted] Cordially,
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] ***
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/During the time we've been working on it, there has been many instances where the customer has stopped communication for long periods of timeEach time Ms [redacted] - [redacted] has reached back out, we've been active with trying to resolveInitially, the only resolution the customers were willing to accept was their exact itemWe explained that regretfully, we could not locate itMr [redacted] requested a conference call with our LP team which we were willing to accommodateI 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 forThose options along with the conference call requested by Mr [redacted] were declinedThe customers advised me that they were not able to locate the original receipt, which was required for the corporate checkI went on to offer additional resolutions, given the sentimental value of this ring and list the previous options also:Custom make a piece in the memory of her sonFind a similar piece within our companyIon engraving to include an image of her son or quote for remembranceCorporate 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 backI 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 optionsWe 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 We did not hear back from the customer from 1/25/until 8/9/I agreed to dismiss the expiration date of Febfor the offer and followed up with Mrs [redacted] - [redacted] to provide the options listed aboveAfter that reply, there was no response from customer until September stating she was moving and would be back in touchShe then contacted us in November where she requested that we pay another jeweler to recreate the itemIt was explained that regretfully we wouldn't be able to accommodate that, but still willing to allow her to select from the above options originally suppliedOn December 6, an email follow up was sent to Ms [redacted] - [redacted] explaining that since I have not heard back from her and all options were declined, I will provide her until 12/31/to agree to a resolution and after that we are considering this matter closed going forwardOn 12/16/Ms [redacted] - [redacted] called to speak with meI was not available, but did return her callShe 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 fullI explained that in order to provide her with the corporate check I have to have documentation from the original jeweler that the $8,listed on that slip was what the customer paid in full as it was not stamped paid in full nor did it show a balanceI've attached the receipt provided aboveThe customer did not understand why we couldn't accept that and became upset that we were delaying the resolutionI was not able to get any confirmation from the original jeweler or for them to contact me backGiven 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,which covers the merchandise lost along with the Lifetime Care Plan for the Helzberg Diamonds piece and the tax paid for the Helzberg Diamonds purchaseMs [redacted] - [redacted] has agreed to that amount and this will be the final resolutionI 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
August 9, Revdex.com of Greater Kansas City ATTN: [redacted] Ward Parkway, Suite Kansas City, MO Ref: [redacted] Dear Mr [redacted] , I am writing you in regards to a complaint submitted by Mr [redacted] regarding a repair and the customer service he received with the Helzberg Diamonds Customer Care department Mr [redacted] purchased a pre-Owned ring, item # [redacted] , on January 15, and he states in his complaint that stones fell out the repair should be completed under warranty Mr [redacted] also stated that he did not received follow up as promised Please allow me to explain that all pre-owned sales are final and are not eligible for our Diamond Jewelry GuaranteeOur customers do have the option to purchase a Lifetime Care Plan online or at a Helzberg Diamonds store to cover any repair charges associated with wearWe do not show that Mr [redacted] purchased a Lifetime Care Plan for this item At this time, I am unable to verify who Mr [redacted] communicated with or speak to what was discussed with Mr [redacted] We truly apologize that Mr [redacted] did not receive follow up as promised to him With that said, Helzberg Diamonds would like to make a one-time exception to repair item # [redacted] at no cost to Mr [redacted] I would be happy to arrange and assist Mr [redacted] in shipping the ring in to our corporate jeweler to have this repair completed Any future repairs for this item would be at a cost to Mr [redacted] We apologize for the confusion and frustration this interaction has caused and look forward to assisting Mr [redacted] with the resolution of this matterI will be contacting Mr [redacted] as requested by Friday, August 12, If there are any questions I can answer please contact me at [redacted] or by cal [redacted] ###-###-#### Sincerely, [redacted] • Customer Care Representative ________________________________________________________ HELZBERG DIAMONDS Swift Avenue, North Kansas City, MO main: ###-###-#### email [redacted] • [redacted] Follow Helzberg on Twitter and Join us on Facebook
Good Afternoon, We have reviewed the feedback provided by Ms [redacted] and are happy to provide a refund in the amount of $back to herThe original purchase amount was $and Ms [redacted] has already been provided a credit in the amount of $The $is the remaining differenceOur management team at our [redacted] location will be reaching our to the customer to provide the resolution as wellPlease let me know if I can be of any additional assistance Thank you, [redacted] Customer Care Representative
[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: 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 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 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 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]
February 14th, 2017Revdex.com of Greater Kansas CityATTN: [redacted] ***Ward Parkway, Suite 401Kansas City, MO 64114To whom it may concern,I am writing to you in regards to a complaint submitted by Mrs [redacted] regarding an order placed by [redacted] ** On December 13th On January 11, 2017, [redacted] called in to check the status of his order, as it was showing delivered but he had not received anythingAfter speaking with [redacted] we then started a FedEx investigationThis process can take anywhere from 7-business daysOn January 17, we also sent out a care package for this inconvenienceThe FedEx investigation concluded in a loss, on January 27, We then informed Mr [redacted] we could either reship this item or provide a full refundMr [redacted] opted for the refundOn 2/2/the refund was processed back to the original method of payment in the amount of $I am very sorry for the delay in my response If there are any questions I can answer please contact me at [redacted] or by calling ###-###-####.Sincerely, [redacted] • Customer Care RepresentativeHELZBERG DIAMONDSSwift Avenue, North Kansas City, MO Phone: [redacted] (###-###-####)email: [redacted] • www.helzberg.com • www.iamloved.com twitter.com/Helzberg • facebook.com/HelzbergDiamonds
[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 [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***
[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: [redacted] I am rejecting this response because:I was taking my ring in every months for inspectionBecause the Helzberg Diamonds sales associate's never asked for my cards, Im bring punishedThe first time I had a diamond missing, no one ever asked to see a inspection cardI did what was I supposed to do by bringing it in for inspections every monthsWhy does my Lifetime Care plan get voided because of something that was not my fault? Making me pay to get the stone replaced is bazaarI paid hundreds of dollars for a lifetime careplanI did nothing wrong hereIt's all because of the Helzberg sales associates Regards, [redacted]
December 23, Revdex.com of Greater Kansas City ATTN: [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 requestWhile 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]
January 27, Revdex.com of Greater Kansas City ATTN: [redacted] Ward Parkway, Suite Kansas City, MO Ref: [redacted] , [redacted] Dear Mr***, I am writing you in regards to a complaint submitted by Ms [redacted] regarding a purchase made on [redacted] using her PayPal account December 30, Ms [redacted] purchased three items through our website using the name “L [redacted] .” This purchase totaled $and was paid for using Ms [redacted] s PayPal accountThe order was set up as an In Store pick up at our Southlake Plaza store location and the store processed the order on December 30, When Ms [redacted] went to pick up her items, there were only two showingThe third item was “stuck” in our systemIt took about minutes to find the issue and resolve it, while Ms [redacted] was in the store At this time Ms [redacted] has the items from her orderI am sorry for any frustrations this may have caused herAlthough we cannot compensate her for her time, we sincerely apologize for any inconvenience the system error may have caused! We apologize for any confusion and hope Ms [redacted] is happy with the merchandise she has received If there are any questions I can answer please contact me at [redacted] or by calling ###-###-#### Sincerely, [redacted] • Customer Care Team Representative HELZBERG DIAMONDS [redacted] Phone: 1-800-HELZBERG (###-###-####) email: [redacted] • [redacted] • [redacted] twitter.com/Helzberg • facebook.com/HelzbergDiamonds
Dear [redacted] , I am writing to you in regard to Mrs [redacted] ’s concerns about her palladium ring purchased in We understand the customer has concerns regarding the durability of her ring and possibility of it turning black Palladium metal is not subject to turning blackWe apologize for any misinformation provided to the customer at our store locationPalladium is an ideal metal for jewelry because of its close similarities to platinumThey both are durable, non-reactive metals making them ideal for individuals with allergies to metalsPalladium does not require any form of plating or treatments to maintain the “white” metal state If there are any questions I can answer please contact us at ###-###-####, Monday – Friday, 8:00am – 8:00pm Central Standard Time Cordially, [redacted] • Customer Care Representative ________________________________________________________ HELZBERG DIAMONDS [redacted] main: ###-###-#### email [redacted] • [redacted] • [redacted]
Revdex.com Ward Parkway, Suite Kansas City, MO Complaint ID: [redacted] To whom it may concern,I am writing you in regards to the rejection that MrsK [redacted] submitted to our response to her initial letterWe are sorry to hear she was not satisfied with our original responsePer our records the customer has been in store a few times since our last response so hopefully she has taken in the piece she is experiencing trouble withIf not I would like to reoffer to set up an appointment with the management at her local store location so we can evaluate the piece she is experiencing issues withThis will allow us to determine which pendant is causing the concern and how we can best assist her.If you have any questions please feel free to reach me at [redacted] , you can also reach me at [redacted] by referencing number # [redacted] Thank you, Jacquelyn L [redacted] • Customer Care
August 30, Revdex.com of Greater Kansas City ATTN: John Sparks Ward Parkway, Suite Kansas City, MO Ref: – [redacted] Dear MrSparks, I am writing you in regard to a complaint submitted by Ms [redacted] regarding her refund to PayPalOn July 7, customer purchased SKU onlineOur records show the order was delivered on July 8, 2017, however, customer called to let us know that package was not thereWe started our FedEx Investigation and this can take up to three weeks to completeOn August 4, 2017, we made the decision to refund or reship the itemCustomer wanted a refundThis was processed on August 4, Most refunds take seven to ten business days to complete, however, PayPal can take up to thirty daysI am sorry to hear that Ms [redacted] did not get the receipt she requestedI am including a copy and I have mailed Ms [redacted] a copy, as wellOur policy states that orders under $will not require a signatureI cannot apologize enough for Ms [redacted] experience and hope in time, she will give us the opportunity to make this right! If there are any questions I can answer please contact me at [redacted] Sincerely, Jean ***– Customer Care Representative HELZBERG DIAMONDS Swift Avenue, North Kansas City, MO Phone: 1-800-HELZBERG (1-800-435-9237) email: • www.helzberg.com • www.iamloved.com twitter.com/Helzberg • facebook.com/HelzbergDiamonds
February 24, 2017Revdex.com of Greater Kansas CityATTN: [redacted] ***Ward Parkway, Suite 401Kansas City, MO 64114Ref: # [redacted] - [redacted] ***Dear [redacted] ,I am writing you in regards to Mrs***s complaint regarding her experience on at our Crabtree Valley location in Raleigh NCWe are so sorry to hear of Mrs***s experience and that she is unhappy with the service that she receivedWe would love to personally reach out to Mrs [redacted] to collect some additional information about the tax refund that she received, so we can get this resolved and ensure she is refunded the correct amount I have attempted to reach out to Mrs [redacted] at the number provided on the Revdex.com claim, [redacted] , unsuccessfully As of February 24th 2017, I have not been able to reach Mrs [redacted] to address her concerns.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 [redacted] or by calling ###-###-####.Sincerely, [redacted] • Customer Care Representative HELZBERG DIAMONDS [redacted] , North Kansas City, MO Phone: [redacted] (###-###-####)email: [redacted] • [redacted] • [redacted] twitter.com/Helzberg • facebook.com/HelzbergDiamonds
[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 have picked up my ring from Helzberg and the ring was in worse condition than it was before, and they did not fix it the way they said they would I told the manager about one of the corrections they said they would make (putting a line down the middle of the band to make it look like two rings), and he said, ,’Oh, she forgot to do that, but I asked her to I can have her do it tomorrow’ At this point, I said no, because every time I leave my ring with them, it comes back worse I asked him for my refund, which he credited At this point, I will need to take it to another jeweler, at my cost, to get the ring back to how it should have been Regards, [redacted] ***
October 3rd Revdex.com of Greater Kansas City ATTN: John Sparks Ward Parkway, Suite Kansas City, MO Complaint ID : To whom it may concern, I am writing to you in regard to the complaint submitted by [redacted] regarding her engagement ringOn February 7th, Mrs [redacted] purchased item # 1789760, which is described as 14KW 3/CTW RADIANT STAR BYPASS ENG RING W/RDS, at our Hunt Club store locationWe sized that ring to a size to fit Mrs [redacted] ’s fingerMay 26th, Mrs [redacted] expressed concerns regarding multiple stone loss repairs over the three years she had the ringAt that time it was discovered by our Fox Valley store location that the size is outside the recommended parameters set by the manufacturer of the ringThis was explained to Mrs [redacted] and the store management offered to exchange her item for the same piece, or an alternate item at the same valueMrs [redacted] requested to keep her center diamond and set it in to another mountingRegretfully as the piece she purchased was a complete piece, rather than a semi-mount with a loose stone, we were unable to accommodate that requestMrs [redacted] stated she was not interested in any of the items we had to offer at that time and requested to have her original item exchanged for the same piece and to again have it sized to the size The repairs associated with the smaller size, and any wear maintenance, are covered by the Lifetime Care Plan as long as Mrs [redacted] maintains the six month inspectionsWe truly apologize for the frustration this has cause and we are happy to exchange the ring for a style that will better suit the needs of Mrs [redacted] If Mrs [redacted] would prefer we are happy to provide a complete refund of the ring upon her returning the ring to us either via our mail in process or by taking it in to a local store locationWe want to ensure Mrs [redacted] has a ring that will fit her finger, and suit her needs, so she can enjoy it for many years to come If you need any further assistance or have any additional questions please feel free to reach me at [redacted] @helzberg.comOr by calling [redacted] • Customer Care Representative HELZBERG DIAMONDS Swift Avenue, North Kansas City, MO direct: 1-800-HELZBERG (435-9237) • helzberg.com Follow Helzberg on Twitter and Join us on Facebook ©Helzberg Diamonds is a Berkshire Hathaway company
Dear [redacted] ,I am writing you directly in response to a Revdex.com complaint filed by our customer [redacted] C [redacted] We did not receive a link for this customer complaint.The complaint submitted by Mr [redacted] is in regards to a promotion we were running through the Black Friday seasonIt features up to $25-$1,dollars off of already marked down items with the following tiers: $25/$199; $75/$499; $150/$999; $200/$1499; $400/$2499; $600/$4499; $1000/$7499.The item that Mr [redacted] purchased was originally $on sale for $As the beginning tier for the promotion was $off a purchase of $or more, regretfully we are unable to apply this promotion In Mr [redacted] ’s complaint he also stated he wanted the free ground shipping, which we do offer on all orders over $Mr [redacted] ’s order did not meet that threshold.Regretfully, I am unable to speak to the details of the conversation Mr [redacted] had with another representative as I was not a part of that discussionHowever, we sincerely apologize for any misunderstanding that may have occurredAs I did not have a way of responding to the Revdex.com until now, I did reach out to Mr [redacted] with no success of reaching him, and left him a couple messages to the phone number on file.I apologize for the delay in my response in regards to this matterIf you have any additional questions please feel free to contact me at [redacted] or at [redacted] .Cordially, [redacted] • Customer Care RepresentativeHELZBERG DIAMONDS [redacted] , North Kansas City, MO Phone: [redacted] (###-###-####)
June 24, Revdex.com of Greater Kansas CityATTN: [redacted] Ward Parkway, Suite Kansas City, MO 64114Ref: [redacted] Dear Mr [redacted] , I am writing to you in regard to Ms*** [redacted] complaint regarding her experience with our Coronado store locationWe have informed the Regional Manager of the situation in which has been address with the storeThe Regional Manager has also spoke with Ms [redacted] and has apologized for her experienceThe customer will be returning to the store to look at rings over the past weekend The Helzberg Diamonds Credit Card is financed through Capital One, which is separate from Helzberg Diamonds retail businessFor our client’s security, Helzberg Diamonds does not have direct access to their confidential account informationAt this time, we have partnered with Capital One to review the client’s account and payment history and cannot find record of any payments on her account or return of her statements by mailBecause the merchandise was returned for a refund on March 25, 2015, Capital One has waived the late fee billed on March 20, If Ms [redacted] can provide us with a record or receipt for her payment, we would be happy to look into this further for her 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 [redacted] or [redacted] Cordially,
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] ***
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/During the time we've been working on it, there has been many instances where the customer has stopped communication for long periods of timeEach time Ms [redacted] - [redacted] has reached back out, we've been active with trying to resolveInitially, the only resolution the customers were willing to accept was their exact itemWe explained that regretfully, we could not locate itMr [redacted] requested a conference call with our LP team which we were willing to accommodateI 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 forThose options along with the conference call requested by Mr [redacted] were declinedThe customers advised me that they were not able to locate the original receipt, which was required for the corporate checkI went on to offer additional resolutions, given the sentimental value of this ring and list the previous options also:Custom make a piece in the memory of her sonFind a similar piece within our companyIon engraving to include an image of her son or quote for remembranceCorporate 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 backI 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 optionsWe 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 We did not hear back from the customer from 1/25/until 8/9/I agreed to dismiss the expiration date of Febfor the offer and followed up with Mrs [redacted] - [redacted] to provide the options listed aboveAfter that reply, there was no response from customer until September stating she was moving and would be back in touchShe then contacted us in November where she requested that we pay another jeweler to recreate the itemIt was explained that regretfully we wouldn't be able to accommodate that, but still willing to allow her to select from the above options originally suppliedOn December 6, an email follow up was sent to Ms [redacted] - [redacted] explaining that since I have not heard back from her and all options were declined, I will provide her until 12/31/to agree to a resolution and after that we are considering this matter closed going forwardOn 12/16/Ms [redacted] - [redacted] called to speak with meI was not available, but did return her callShe 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 fullI explained that in order to provide her with the corporate check I have to have documentation from the original jeweler that the $8,listed on that slip was what the customer paid in full as it was not stamped paid in full nor did it show a balanceI've attached the receipt provided aboveThe customer did not understand why we couldn't accept that and became upset that we were delaying the resolutionI was not able to get any confirmation from the original jeweler or for them to contact me backGiven 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,which covers the merchandise lost along with the Lifetime Care Plan for the Helzberg Diamonds piece and the tax paid for the Helzberg Diamonds purchaseMs [redacted] - [redacted] has agreed to that amount and this will be the final resolutionI 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
August 9, Revdex.com of Greater Kansas City ATTN: [redacted] Ward Parkway, Suite Kansas City, MO Ref: [redacted] Dear Mr [redacted] , I am writing you in regards to a complaint submitted by Mr [redacted] regarding a repair and the customer service he received with the Helzberg Diamonds Customer Care department Mr [redacted] purchased a pre-Owned ring, item # [redacted] , on January 15, and he states in his complaint that stones fell out the repair should be completed under warranty Mr [redacted] also stated that he did not received follow up as promised Please allow me to explain that all pre-owned sales are final and are not eligible for our Diamond Jewelry GuaranteeOur customers do have the option to purchase a Lifetime Care Plan online or at a Helzberg Diamonds store to cover any repair charges associated with wearWe do not show that Mr [redacted] purchased a Lifetime Care Plan for this item At this time, I am unable to verify who Mr [redacted] communicated with or speak to what was discussed with Mr [redacted] We truly apologize that Mr [redacted] did not receive follow up as promised to him With that said, Helzberg Diamonds would like to make a one-time exception to repair item # [redacted] at no cost to Mr [redacted] I would be happy to arrange and assist Mr [redacted] in shipping the ring in to our corporate jeweler to have this repair completed Any future repairs for this item would be at a cost to Mr [redacted] We apologize for the confusion and frustration this interaction has caused and look forward to assisting Mr [redacted] with the resolution of this matterI will be contacting Mr [redacted] as requested by Friday, August 12, If there are any questions I can answer please contact me at [redacted] or by cal [redacted] ###-###-#### Sincerely, [redacted] • Customer Care Representative ________________________________________________________ HELZBERG DIAMONDS Swift Avenue, North Kansas City, MO main: ###-###-#### email [redacted] • [redacted] Follow Helzberg on Twitter and Join us on Facebook
Good Afternoon, We have reviewed the feedback provided by Ms [redacted] and are happy to provide a refund in the amount of $back to herThe original purchase amount was $and Ms [redacted] has already been provided a credit in the amount of $The $is the remaining differenceOur management team at our [redacted] location will be reaching our to the customer to provide the resolution as wellPlease let me know if I can be of any additional assistance Thank you, [redacted] Customer Care Representative
[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: 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 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 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 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]
Revdex.com Ward Parkway, Suite Kansas City, MO Complaint ID: [redacted] To whom it may concern, I am writing you in regards to a complaint submitted by MrsK [redacted] regarding trouble she has experienced with her necklacesIn previous discussions with MrsK [redacted] we have offered to evaluate her necklace that is giving her an allergic reaction to determine the best possible resolution for herMrsK [redacted] does have a lifetime care plan on this item, which does allow us to service this item under warranty While looking through her purchase history, our records indicate that the other pendant she refers to has since been fully returned on 7/5/ We would like to assist MrsK [redacted] in evaluated her heart pendant to insure she is able to wear it comfortably without reactionFor us to be able to determine the best resolution, I would like to set up an appointment for MrsK [redacted] to meet with the management at her local North town Helzberg Diamonds locationIn regards to the reviews she is looking to leave on the site I have researched the error in submitting them and MrsK [redacted] tried submitting three negative reviews on item The first one was approved but was rejected the second and third time because the system will only allow one review per reviewer IDIf multiple reviews are submitted by the same person, the system begins to think that there is fraudulent activity going onUpon researching we found that SKU only had one positive review submitted and it was approvedShe is welcome to try leaving her review on that one again We sincerely apologize for any confusion and misunderstanding that may have occurredI look forward to getting MrsK [redacted] a resolution for her heart pendantIf you have any questions please feel free to reach me at JML***@helzberg.com Thank you, Jacquelyn L [redacted] • Customer Care Representative HELZBERG DIAMONDSSwift Avenue, North Kansas City, MO direct: 1-800-HELZBERG (435-9237) • helzberg.comFollow Helzberg on Twitter and Join us on Facebook©Helzberg Diamonds is a Berkshire Hathaway company
February 14th, 2017Revdex.com of Greater Kansas CityATTN: [redacted] ***Ward Parkway, Suite 401Kansas City, MO 64114To whom it may concern,I am writing to you in regards to a complaint submitted by Mrs [redacted] regarding an order placed by [redacted] ** On December 13th On January 11, 2017, [redacted] called in to check the status of his order, as it was showing delivered but he had not received anythingAfter speaking with [redacted] we then started a FedEx investigationThis process can take anywhere from 7-business daysOn January 17, we also sent out a care package for this inconvenienceThe FedEx investigation concluded in a loss, on January 27, We then informed Mr [redacted] we could either reship this item or provide a full refundMr [redacted] opted for the refundOn 2/2/the refund was processed back to the original method of payment in the amount of $I am very sorry for the delay in my response If there are any questions I can answer please contact me at [redacted] or by calling ###-###-####.Sincerely, [redacted] • Customer Care RepresentativeHELZBERG DIAMONDSSwift Avenue, North Kansas City, MO Phone: [redacted] (###-###-####)email: [redacted] • www.helzberg.com • www.iamloved.com twitter.com/Helzberg • facebook.com/HelzbergDiamonds
August 29, Revdex.com of Greater Kansas City ATTN: John Sparks Ward Parkway, Suite Kansas City, MO Ref: - ***, [redacted] Dear MrSparks, I am writing you in regards to a complaint submitted by Mr [redacted] who has voiced his frustration as to the frequency in which he is receiving marketing promotions through Helzberg Diamonds’ physical mail and emailHe stated that he has asked several times to be removed from these lists and is still receiving these marketing promotions from usI am sorry to hear of the frustration that Mr [redacted] as experiences, and that he no longer has interest in receiving these from Helzberg DiamondsI am happy to further assist in this requestI have used the contact information Mr [redacted] has provided in his complaint to research this in our system, and have located at least four profiles for him: three under his APO, AE address, and one under a Maryland addressWith one of these profiles I do see that someone has suppressed it from receiving emails and physical mailings, however, as each profile has appears to have slightly different information in each one, the associate who completed this request may not have seen the other profiles to suppress them as wellThis would be why Mr [redacted] has still been receiving mailings and emails from Helzberg DiamondsTo best assist Mr [redacted] with his request, I have permanently suppressed the rest of the profiles that I found for him as wellAll four of Mr***’s profiles that I have found are now permanently suppressed in our systemThe time frame for this change is 4-weeks for the physical mail processing to complete as we may already have marketing materials in the process of being printedThe request for suppression of emails will take approximately 7-business days for processing through all of our different serversWe hope that this fully satisfies Mr***’s requestIf he should have any phone numbers, email addresses, or physical addresses that are not currently listed in his complaint but may still be forwarding our marketing promotions to him, we would be happy to further assist him in finding and permanently suppressing them as wellI 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 [email protected] or by calling Sincerely, Elizabeth Carter Customer Care, Helzberg Diamonds HELZBERG DIAMONDS Swift Avenue, North Kansas City, MO direct: 800-435-• fax: 877-483-• helzberg.com Follow Helzberg on Twitter and Join us on Facebook ©Helzberg Diamonds is a Berkshire Hathaway company
[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 [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***