Helzberg Diamonds Shops, Inc.

[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. Thank you very much!
Regards,
Kahlee S[redacted]

January 27, 2017 Revdex.com of Greater Kansas City ATTN: [redacted] 8080 Ward Parkway, Suite 401 Kansas City, MO 64114 Ref: [redacted], [redacted]   Dear Mr. [redacted],   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, 2016 Ms. [redacted] purchased three items through our website using the name “L [redacted].” This purchase totaled $85.57 and was paid for using Ms. [redacted]s PayPal account. The 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, 2016.   When Ms. [redacted] went to pick up her items, there were only two showing. The third item was “stuck” in our system. It took about 15 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 order. I am sorry for any frustrations this may have caused her. Although 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

[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. Even though it was agreed upon when I spoke with them over the phone I was treated with aggression and. They even told me they agreed I should have been able to leave the store without being held up and they did keep my license and never returned it. That's sg stuff when u tell me on phone you don't have it make me walk in and hold me there another 35 minutes or so during working hours making me say hey that's my license right at the computer keyboard the manager was starring at. The hard inquiry was never pulled off though capital 1. Said at the time there was not one now there is one for this month so I would appreciate it if it were to be removed as capital 1 advised me I contacted them immedialty and the credit check may have not been on my report that fast as it could take 39 days. And I can have it removed if it does get put back on. 
Regards,
[redacted]

January 27, 2017 Revdex.com of Greater Kansas City ATTN: [redacted] 8080 Ward Parkway, Suite 401 Kansas City, MO 64114 Ref: [redacted]   Dear Mr. [redacted],   I am writing you in regards to a complaint submitted by Mrs. [redacted] regarding her Lifetime Care Plan and her local store...

closing.   On January 22, 2017, our Toledo OH store location closed permanently. This is not a decision we make lightly as it affects not only us as a business, but our valued customers. We sent letters out to let customers know about this. Many of customer have our Lifetime Care Plan and we do have additional options available. She can go to another store in her area as she has one about 38.2 miles from her or she can mail the ring to us. In the event she would like to send the ring to us, we will send her a prepaid shipping label.   At this time, we cannot refund Mrs. [redacted] for her Lifetime Care Plan as we do offer alternate options to keep the warranty up to date. I am sorry for any frustrations this may have caused her. Although we cannot compensate her for her time, we sincerely apologize for any inconvenience the local store closing may have caused!   We apologize for any confusion and hope Mrs. [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,   Jean [redacted] • Customer Care Team Representative . . . . . . . . . . . . . . . . . . . . . . . . . . HELZBERG DIAMONDS 1825 Swift Avenue, North Kansas City, MO 64116 Phone: 1-800-HELZBERG (###-###-####) email: [redacted]  • [redacted] • [redacted]            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]

June 24, 2016   Revdex.com of Greater Kansas CityATTN: [redacted]8080 Ward Parkway, Suite 401 Kansas City, MO 64114Ref: 11499412 [redacted] Dear Mr. [redacted],  I am writing to you in regard to Ms. [redacted] complaint regarding her experience with our Coronado...

store location. We have informed the Regional Manager of the situation in which has been address with the store. The Regional Manager has also spoke with Ms. [redacted] and has apologized for her experience. The 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 business. For our client’s security, Helzberg Diamonds does not have direct access to their confidential account information. At 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 mail. Because the merchandise was returned for a refund on March 25, 2015, Capital One has waived the late fee billed on March 20, 2015. 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 matter. If there are any questions, I can answer please contact me at [redacted] or [redacted].   Cordially,

August 30, 2017   Revdex.com of Greater Kansas City ATTN: John Sparks 8080 Ward Parkway, Suite 401 Kansas City, MO 64114 Ref: 12342827 – [redacted]   Dear Mr. Sparks, I am writing you in regard to a complaint submitted by Ms. [redacted] regarding her refund to PayPal. On July 7, 2017 customer...

purchased SKU 2210805 online. Our records show the order was delivered on July 8, 2017, however, customer called to let us know that package was not there. We started our FedEx Investigation and this can take up to three weeks to complete. On August 4, 2017, we made the decision to refund or reship the item. Customer wanted a refund. This was processed on August 4, 2017. Most refunds take seven to ten business days to complete, however, PayPal can take up to thirty days. I am sorry to hear that Ms. [redacted] did not get the receipt she requested. I am including a copy and I have mailed Ms. [redacted] a copy, as well. Our policy states that orders under $500.00 will not require a signature. I 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 [redacted]– Customer Care Representative HELZBERG DIAMONDS 1825 Swift Avenue, North Kansas City, MO 64116 Phone: 1-800-HELZBERG (1-800-435-9237) email:  • www.helzberg.com • www.iamloved.com            twitter.com/Helzberg • facebook.com/HelzbergDiamonds

August 29, 2017 Revdex.com of Greater Kansas City ATTN: John Sparks 8080 Ward Parkway, Suite 401 Kansas City, MO 64114 Ref: 12340400 - [redacted]   Dear Mr. Sparks, 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 email. He stated that he has asked several times to be removed from these lists and is still receiving these marketing promotions from us. I am sorry to hear of the frustration that Mr. [redacted] as experiences, and that he no longer has interest in receiving these from Helzberg Diamonds. I am happy to further assist in this request. I 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 address. With 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 well. This would be why Mr. [redacted] has still been receiving mailings and emails from Helzberg Diamonds. To best assist Mr. [redacted] with his request, I have permanently suppressed the rest of the profiles that I found for him as well. All four of Mr. [redacted]’s profiles that I have found are now permanently suppressed in our system. The time frame for this change is 4-6 weeks for the physical mail processing to complete as we may already have marketing materials in the process of being printed. The request for suppression of emails will take approximately 7-10 business days for processing through all of our different servers. We hope that this fully satisfies Mr. [redacted]’s request. If 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 well. 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 [email protected] or by calling.   Sincerely,   Elizabeth Carter Customer Care, Helzberg Diamonds .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  HELZBERG DIAMONDS 1825 Swift Avenue, North Kansas City, MO 64116 direct: 800-435-9237 • fax: 877-483-3102 • helzberg.com Follow Helzberg on Twitter and Join us on Facebook ©2017 Helzberg Diamonds is a Berkshire Hathaway company.

To Whom it May Concern, In regards to your received complaint from Mr. [redacted], we understand that he is stating that he was not made aware that the earrings he had purchased were a Special Order/Custom item and therefore nonrefundable. Attached is a copy of his receipt that he was given...

stating his item as “Special Order” as well as “Custom”. Our policy states that all our custom pieces are nonreturnable as they are made to order specifically for that customer. Mr. [redacted] states that he ordered yellow gold posted stud earrings and would not have custom ordered them as his significant other does not like yellow gold. Our order records indicate that his earrings are white gold stud earrings and have included a picture of said earrings in the attachments. We also have confirmation that he received these in white gold by the associate who assisted him at the time of pick up. I would be happy to look into this further if he would be willing to provide an image of the item he is referencing as he stated they were yellow gold.   Sincerely, Elizabeth [redacted] Helzberg Diamonds Customer Care

February 14th, 2017Revdex.com of Greater Kansas CityATTN: [redacted]8080 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 2016. On January...

11, 2017, [redacted] called in to check the status of his order, as it was showing delivered but he had not received anything. After speaking with [redacted] we then started a FedEx investigation. This process can take anywhere from 7-10 business days. On January 17, 2017 we also sent out a care package for this inconvenience. The FedEx investigation concluded in a loss, on January 27, 2017. We then informed Mr. ** we could either reship this item or provide a full refund. Mr. ** opted for the refund. On 2/2/17 the refund was processed back to the original method of payment in the amount of $84.99. 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 Representative. . . . . . . . . . . . . . . . . . . . . . . . . . HELZBERG DIAMONDS1825 Swift Avenue, North Kansas City, MO 64116 Phone: [redacted] (###-###-####)email:[redacted]  • www.helzberg.com • www.iamloved.com            twitter.com/Helzberg • facebook.com/HelzbergDiamonds

January 11, 2017   Revdex.com of Greater Kansas City ATTN: [redacted] 8080 Ward Parkway, Suite 401 Kansas City, MO 64114 Ref: [redacted]   Dear Mr. [redacted], I am writing you in regard to a complaint submitted by Ms. [redacted] on an interaction with the Helzberg Diamonds...

Cumberland Mall store location in Atlanta GA. I understand her complaint is that she visited the store on 11/25/17 to process an exchange. This process was not completed correctly, which resulted in overdraft fees. We did process a refund for Ms. [redacted] on 12/19/17 in the amount of $317.99 for her purchase and the overdraft fees she incurred due to our mistake. Ms. [redacted] did reach back out to us on 1/4/17 to state, “I have been working with my bank as they are attempted to resolve some of the NSF fee issues on their end, as well.” If the client reaches back out to us and we find that we are responsible for any additional charges/fees, we will resolve them with the client directly. Again, we are very sorry for our mistake regarding Ms. [redacted] and are happy we were able to issue her a corporate check to help ease her frustrations. We hope this helps with rebuilding her trust in us as her trusted jeweler. 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: [redacted] (###-###-####) email: [redacted]  • [redacted] • [redacted]            [redacted] • [redacted]

To Whom It May Concern, In response to the Revdex.com feedback received from [redacted], Mr. [redacted] went in to the store to make his purchase and at that time we were sold out of the Xbox console company wide. Since this promotion was while supplies last, the store associate applied a discount to...

Mr. [redacted]’s purchase of $140.00 for the inconvenience. Mr. [redacted] has already reached out to our Customer Care team and we are currently working with the regional manager to locate an Xbox for Mr. [redacted]. The regional manager has contacted Mr. [redacted] to inform him he is involved and is doing all in his power to locate an Xbox.

October 3rd 2017 Revdex.com of Greater Kansas City ATTN: John Sparks 8080 Ward Parkway, Suite 401 Kansas City, MO 64114 Complaint ID : 12405157.     To whom it may concern,   I am writing to you in regard to the complaint submitted by [redacted] regarding her engagement ring. On...

February 7th, 2013 Mrs. [redacted] purchased item # 1789760, which is described as 14KW 3/4 CTW RADIANT STAR BYPASS ENG RING W/RDS, at our Hunt Club store location. We sized that ring to a size 5 to fit Mrs. [redacted]’s finger. May 26th, 2016 Mrs. [redacted] expressed concerns regarding ­­multiple stone loss repairs over the three years she had the ring. At that time it was discovered by our Fox Valley store location that the size 5 is outside the recommended parameters set by the manufacturer of the ring. This 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 value. Mrs. [redacted] requested to keep her center diamond and set it in to another mounting. Regretfully as the piece she purchased was a complete piece, rather than a semi-mount with a loose stone, we were unable to accommodate that request. Mrs. [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 5. The repairs associated with the smaller size, and any normal wear maintenance, are covered by the Lifetime Care Plan as long as Mrs. [redacted] maintains the six month inspections. We 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 location. We 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.com. Or by calling 18004359237. [redacted] • Customer Care Representative .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .     HELZBERG DIAMONDS 1825 Swift Avenue, North Kansas City, MO 64116 direct: 1-800-HELZBERG (435-9237) • helzberg.com Follow Helzberg on Twitter and Join us on Facebook ©2017 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.] Helzberg made it possible for me to get another piece in exchange for the one that was causing the allergic reaction. The new piece is beautiful and I am able to wear it! Thank you!

Dear Mrs. [redacted],I am writing you in regard to Mr. [redacted] complaint about our Apple Gift Card promotion. Our Apple Gift Card is offered for a limited time - spend $499.99 or more on a jewelry purchase and receive a $200 Apple Store Gift Card. This is an Online Only offer. Mr. [redacted] did spend $748.99...

on May 12, 2016. Regretfully, this promotion does have exclusions that are listed on our website. If you click on the promotional banner, a detailed list of exclusions are available. This information is as follows:SPECIAL LIMITED-TIME OFFER. Offer valid online only. While quantities last through June 08, 2016. Cannot be combined with any other offer (excluding sales tax): including WOW items, Limited Edition items, trade-ins/ break-ups or pre-owned purchases, clearance, care plans, repairs, appraisal services, Swarovski®, Royal Asscher®, Crisscut ®, loose diamonds in the Create Your Own Helzberg Diamond Ring™ feature, seasonal I Am Loved® bear, customer appreciation certificates and Helzberg Diamonds® gift cards. Void if copied, transferred or sold through online auction. Apple is not a participant in or sponsor of this promotion. Merchandise cannot be returned without the free Apple Store Gift Card in the original unopened package. If there are any questions I can answer please contact us at [redacted], Monday – Friday, 8:00am – 8:00pm Central Standard Time.Cordially, Megan K[redacted] • Customer Care Representative

Dear [redacted],
I am writing to you in regard to Mrs. [redacted]’s concerns about her palladium ring purchased in 2012. 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 black. We apologize for any misinformation provided to the customer at our store location. Palladium is an ideal metal for jewelry because of its close similarities to platinum. They both are durable, non-reactive metals making them ideal for individuals with allergies to metals. Palladium 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] • [redacted]

Revdex.com 8080 Ward Parkway, Suite 401 Kansas City, MO 64114 Complaint ID: [redacted]2  To whom it may concern, I am writing you in regards to a complaint submitted by Mrs. K[redacted] regarding trouble she has experienced with her necklaces. In previous discussions with Mrs. K[redacted] we have...

offered to evaluate her necklace that is giving her an allergic reaction to determine the best possible resolution for her. Mrs. K[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 7/5/17.  We would like to assist Mrs. K[redacted] in evaluated her heart pendant to insure she is able to wear it comfortably without reaction. For us to be able to determine the best resolution, I would like to set up an appointment for Mrs. K[redacted] to meet with the management at her local North town Helzberg Diamonds location. In regards to the reviews she is looking to leave on the site I have researched the error in submitting them and Mrs. K[redacted] tried submitting three negative reviews on item 2251056 . The first one was approved but was rejected the second and third time because the system will only allow one review per reviewer ID. If multiple reviews are submitted by the same person, the system begins to think that there is fraudulent activity going on. Upon researching we found that SKU 2183003 only had one positive review submitted and it was approved. She is welcome to try leaving her review on that one again.  We sincerely apologize for any confusion and misunderstanding that may have occurred. I look forward to getting Mrs. K[redacted] a resolution for her heart pendant. If you have any questions please feel free to reach me at JML[redacted]@helzberg.com Thank you, Jacquelyn L[redacted] • Customer Care Representative  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .   HELZBERG DIAMONDS1825 Swift Avenue, North Kansas City, MO 64116 direct: 1-800-HELZBERG (435-9237) • helzberg.comFollow Helzberg on Twitter and Join us on Facebook©2017 Helzberg Diamonds is a Berkshire Hathaway company.

Good Afternoon,
We have reviewed the feedback provided by Ms. [redacted] and are happy to provide a refund in the amount of $308.78 back to her. The original purchase amount was $508.78 and Ms. [redacted] has already been provided a credit in the amount of $200.00. The $308.78 is the...

remaining difference. Our management team at our [redacted] location will be reaching our to the customer to provide the resolution as well. Please let me know if I can be of any additional assistance.
Thank you,
[redacted]
Customer Care Representative

[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. I have already received the gift card and the refund check.  
Regards,
[redacted]

February 24, 2017Revdex.com of Greater Kansas CityATTN: [redacted]8080 Ward Parkway, Suite 401Kansas City, MO 64114Ref: #[redacted]Dear [redacted],I am writing you in regards to Mrs. [redacted]s complaint regarding her experience on at our Crabtree Valley location in Raleigh NC. We are so sorry to...

hear of Mrs. [redacted]s experience and that she is unhappy with the service that she received. We 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 matter. If 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 64116 Phone: [redacted] (###-###-####)email:[redacted]  • [redacted] • [redacted]            twitter.com/Helzberg • facebook.com/HelzbergDiamonds