Helzberg Diamonds Shops, Inc.

August 9, 2016 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 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, 2016 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 Guarantee. Our 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 normal wear. We 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 matter. I will be contacting Mr. [redacted] as requested by Friday, August 12, 2016.   If there are any questions I can answer please contact me at [redacted]  or by cal[redacted] ###-###-####.   Sincerely,       [redacted] • Customer Care Representative ________________________________________________________ HELZBERG DIAMONDS 1825 Swift Avenue, North Kansas City, MO 64116 main: ###-###-#### email [redacted]  • [redacted]           Follow Helzberg on Twitter and Join us on Facebook

[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 Administratively Resolved]
Complaint: 10419511
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]

[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 Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:I was taking my ring in every 6 months for inspection. Because the Helzberg Diamonds sales associate's never asked for my cards, Im bring punished. The first time I had a diamond missing, no one ever asked to see a inspection card. I did what was I supposed to do by bringing it in for inspections every 6 months. Why does my Lifetime Care plan get voided because of something that was not my fault?  Making me pay to get the stone replaced is bazaar. I paid hundreds of dollars for a lifetime careplan. I did nothing wrong here. It's all because of the Helzberg sales associates. 
Regards,
[redacted]

[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]

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 the rejection that Mrs. K[redacted] submitted to our response to her initial letter. We are sorry to hear she was not satisfied with our original response. Per 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 with. If 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 with. This 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

June 24, 2016                     Revdex.com of Greater Kansas CityATTN: [redacted]8080 Ward Parkway, Suite 401Kansas City, MO 64114Ref: 11513809 – [redacted] Dear Mr. [redacted], I am writing...

you in regards to Mr. [redacted]’s complaint regarding his experience with his purchase on May 21, 2016 at our Montgomery Mall location in North Wales, PA.   On June 22nd, 2016, I spoke to Mr. [redacted] to address his concerns.  I offered my apologies to Mr. [redacted] and assured him that we do take his feedback seriously and would be forwarded to the appropriate members of management.   On June 22nd, 2016, I followed up with Mr. [redacted] to update him that the refund that was owed to him of $50.00 on a Helzberg Diamonds Gift Card would be reissued and inquired if he would like to pick it from the store location or have it sent to him.  Mr. [redacted] elected to have it mailed to him.  I confirmed with him the address to ship the gift card to him.  I also advised him that a member of upper management would also be contacting him.  On June 23rd, [redacted], Regional Manager, contacted Mr. [redacted] to speak with him and address his concerns.  Ms. [redacted] also reassured Mr. [redacted] that his $50.00 Helzberg Diamonds Gift Card is being reissued and would be mailed to him.  Helzberg Diamonds will also be sending Mr. and Mrs. [redacted] a $150.00 gift card for dinner to celebrate their 50th anniversary and as a token of apology. On June 24th, the $50.00 Helzberg Diamonds Gift Card and $150.00 gift card for dinner were shipped via FedEx.  The tracking information will be provided to the customer.  I called Mr. [redacted] to update him with the information that the gift cards were in the mail to him.  I also followed up with him regarding his phone call with Ms. [redacted] and inquired if there was anything further I could assist him with.  Customer stated he did not need further assistance.   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 cal[redacted]. Sincerely,  [redacted] • Customer Care Representative________________________________________________________HELZBERG DIAMONDS 1825 Swift Avenue, North Kansas City, MO 64116 main: 816-842-7780 email [redacted]@Helzberg.com  • www.helzberg.com           Tell us why here...

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 season. It features up to...

$25-$1,000 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 $249.99 on sale for $99.99. As the beginning tier for the promotion was $25 off a purchase of $199 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 $149.99. 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 discussion. However, we sincerely apologize for any misunderstanding that may have occurred. As 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 matter. If you have any additional questions please feel free to contact me at [redacted] or at [redacted].Cordially,[redacted] • Customer Care Representative. . . . . . . . . . . . . . . . . . . . . . . . . . HELZBERG DIAMONDS[redacted], North Kansas City, MO 64116 Phone: [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: [redacted]
I am rejecting this response because:I continue to sit with a necklace I spent over $700 on and cannot wear. This does not constitute Helzberg caring about their customers or working to resolve these issues. Extremely disappointed and will not be shopping there again. 
Regards,
Kimberly K[redacted]

Dear Mr. [redacted],  Thank you for forwarding Mr. [redacted]'s response.  On Friday, August 12, 2016, we attempted to reach out to Mr. [redacted] and we were unable to reach him by phone.  On Monday, August 15, 2016, we reach Mr. [redacted] by phone however it was not a good time for Mr. [redacted] to discuss his concerns and the resolution offered in the complaint response.  Mr. [redacted] requested a follow up call on August 17, 2016 between 2-3pm EST.  We attempted to reach Mr. [redacted] on August 17th during the agreed time and we were unable to reach Mr. [redacted].  We would be happy to arrange another time that is convenient for Mr. [redacted] to discuss his concerns.  We are available Monday through Friday from 9am to 6pm, CST at ###-###-####.  Sincerely, [redacted] - Customer Care Representative________________________________________________________HELZBERG DIAMONDS1825 Swift Avenue, North Kansas City, MO 64116 main: ###-###-#### email [redacted]