While sitting & reading (no bumping whatsoever) my fiance realized one of the other diamonds fell out and was lost. 2 months later we moved to CT and it was too late to worry about it anymore. After these repairs, the prongs looked way less stable and were less evenly spaced. Unfortunately, we also asked them to resize the ring. We didnt feel like she cared about our problem (maybe bc we werent a very pricey customer) & ended up feeling embarassed for a problem that wasnt caused by us. She didnt seem at all concerned about the faulty setting or the family heirloom that was lost, and expressed annoyance multiple times. After we pointed this out she changed her ************ charge us. Obvi the setting wasnt good if it failed after two weeks. To my shock, the lady we talked to said they would charge me for the repair bc the setting was good at the time it was made. I wasnt sure whether theyd reimburse me for the lost diamond, but I was sure that theyd fix it for free. Two weeks later she bumped her hand while doing laundry & broke one of the prongs. The ring was finished a few days later than I had asked but no biggie. I wanted them to attach the diamonds onto the existing ring. I had a 100-year old diamond ring and 4 smaller diamonds that belonged to my great-grandma. In February 2022 I went to the ********* Helzberg to get a custom ring done. Now I have trust issues and refuse to do business with them any more. I had no way of verifying what was or was not on the LCP when purchased, all I had was the word of the associate and the promise that Helzberg would always take care of me. After a lengthy back and forth between me and support they finally verified the ruby did come from them, but then said they refuse to cover it still because my LCP does not list the ruby and lab-created rubies would not have been covered then anyways, and then told me that extras can only be added within 30 days of purchase and since it is past that they can't add it. I contacted support for help, tired of the argument whenever we asked them how the ruby was doing. Every time a new manger has come in we have had to convince them that the ruby came from Helzberg and not a third party. We asked why she wrote that on the card and she said that the way she did that because of the way she had to put the ring into the system she wanted to note that the ruby was included and not to worry because they would take care of it. The person who sold me the ring gave me two inspection cards to fill out every six months and hand wrote w/Ruby on all of the cards she gave us. Along with the ring, I purchased the lifetime extended care plan which I was told at the time would cover the whole ring and that if any of the gems were damaged or lost, as long as I was current on my inspections, they would replace it/repair it as well as providing me with free repairs to the ring if needed and free resizing if needed. 14 years ago I purchased my wife's wedding ring from Helzberg and had them customize it with a heart shaped Lab-created ruby as the engagement ring instead of the typical diamond engagement ring and a wedding ring wrap to complete the wedding ring. I recently filed a support request #******* with Helzberg.
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