I am writing today to express how unhappy and disappointed I am with the service we have received with this company. My husband and I have been loyal customers at Helzberg for over ten years and when we were getting married it was our first choice for my engagement ring. Well my husband ended up getting an amazing deal on my ring and guard at an antique store and low and behold it was a Helzberg ring! Before the big day the diamond in my ring ended up falling out so we went to The Lakeline Helzberg to find a replacement. Once there Mercy was the amazing associate that helped us. She found the perfect diamond (in a solitaire setting) to replace the diamond that fell out of my ring. They agreed to do the work and added the lifetime warranty and promised they would honor it for my original ring since it was also a Helzberg ring.(as an added incentive to buy, I’m sure, since we ended up spending about $7000..) The store then sent the rings* off for the customization and sizing and within weeks I had my dream ring! Well that didn’t last.. After a few months a prong broke off and my center stone was loose.. we went back to the store and had it repaired. Right.. well, then this happened two more times!! The work the jeweler did was not quality work and to this day my prongs are uneven and the diamond is off center! But I got tired of dealing with the same issues that I stopped wearing it.. Besides all this we continued to go to Helzberg for all inspections and repairs for my ring because of the life time warranty. But each time we went in, it was a hassle with the associate’s because in the system it said I had a solitaire, but in reality I have a halo setting and guard and I would have to explain the unique story to my ring and then the repair or inspection would be completed..Mercy even ended up writing on my inspection card so that I would stop getting questioned each time. Well, all was fine (besides the shotty work and customer service) for a while, until today.. I finally decided it was time to size up my rings since they don’t fit after having my baby. We went in and had an associate that had helped us with my ring before. Yet she didn’t recall any of our previous conversations and again was questioning us about the ring. I repeated everything I have mentioned before and told her that, although difficult, we have always had the warranty honored and have had the rings repaired, sized and inspected every time with Helzberg since 2014! She kept saying that they wouldn’t do it and that she could give me a coupon to size it at Fast Fix in the mall! She even went and talked to the manager lady twice in the office just to come back and say “no, sorry I just work here” and that “Mercy doesn’t work here anymore” and “she did something for you she wasn’t supposed to”. The manager came out briefly to reiterate that “you could pay for it if you want” With a smirk, before returning to her office! I literally started crying out of pure embarrassment and disappointment. The lady that helped me just looked at me like, too bad I guess you were lied to.. I have never had such a bad experience with any company in my life and I honestly feel stupid that we ever fell for it. I loved my ring.. and now I’ll always be reminded of the terrible treatment we have received and the lies that were told to us since the beginning. I’m sad writing this but we will not be back.

I bought my diamond wedding ring and diamond cocktail ring at Helzberg at Lakeline Mall. I went in yesterday for my 6-month inspection and was approached by Ashely Ayre. I told her that I was there to get my rings inspected. When I gave them to her, she asked for the inspection card and I told her I did not have it. She seemed a little put out and said it would be about 5 minutes. After a few minutes, she returns the rings back to me "all shiny and clean". I ask for a new inspection card showing that it was inspected. She smirked at me and said "you never gave me your name". I was a little surprised at her attitude and told her she never asked for my name and as a customer she should have. I felt like I didn't belong there - like I was bother her. She then explained condescendingly to me that Helzberg changed their policy and they will not issue a new inspection card unless it has been lost. And that I can come back to get it re-inspected with the inspection card, once I have found it. She should have asked for my name when I told her I was there to get my jewelry inspected. She should have told me of the policy change when I told her I did not have my inspection card. The personnel at this store has changed and not for the better. When I started going to this store a few years ago, I was treated with kindness and respect. When it is time to buy more jewelry, I will not be going back to Helzberg at Lakeline Mall.

I had a piece of jewelry that I was going to purchase.As I proceeded to buy the staff told me wait put it on law-away and I could get 500 more off on the next sale which was April 1st.WELL NEVER HAPPENED I HAVE CALLED,DROVE DOWN THERE CALLED THE CORPORATE OFFICE AND EMAILED THE CORPORATE OFFICE AND CALLED THE LAKELINE STORE IN AUSTIN AGAIN AND AGAIN AND AGAIN AND EMAILED WITH ONE OF THE SALES LADIES THERE AND EVERYONE IN THERE JUST PLAIN LIED! I MEAN THEY LIED ABOUT THE DISCOUNT! THE MAIN MANAGER IS THE MOST RUDE,AND HAS THE MOST PATHETIC CUSTOMER SERVICE SKILLS I HAVE EVER SEEN EVER!SHE NEVER ONCE TRIED TO HELP OR ASK WHAT CAN I DO TO REPAIR THE RELATIONSHIP AND HARM WE HAVE CAUSED YOU BY MISREPRESENTING THE PRICE NOT ONLY ONCE BUT 6 TIMES OVER A MONTH!!! INSTEAD OFFERED 25 DOLLARS FOR GAS!!!I HAVE MY LAWYER WRITING A LETTER TO CORPORATE AND I AM SENDING ANY CARDS I HAVE AS WELL AS MAKING SURE THIS DECEITFUL ENVIROMENT IS STOPPED!!!!THEY PLAIN LIED AND LIED AND THEN LIED ON THAT LIE!!!!HORRIBLE MANAGER THERE!!!!!!!!!!!!!!!!!!!!!SHE NEEDS TO BE FIRED FOR BEING DISHONEST, DO NOT BUY THERE!!!!

I've been really, really disappointed with this place. I bought a very expensive morganite and rose gold ring a little over a year ago and I've had to bring it in multiple times because the prongs keep loosening and the center stone keeps coming loose. I DO take it in often for maintenance as required for the warranty I bought with it. I have to wait for a long time to get it back and this last time they gave it back to me chipped and scratched (the center stone). They said they couldn't even tell me when it would come back this next time, that they would call me but no one ever did (just like the last time I brought it in, no one called when it was ready then either). They say there's nothing else they can do & now I'm stuck with a ring that I can't even wear because of the way the ring was made. Next time I will go to a different jewelers except that that won't be anytime soon because I'm cleaned out from buying THIS ring. This is not quality jewelry and the communication is poor.

If I could give this store A0I would the manager that I spoke to on January the 29th and on March the 2nd Monte very rude the worst customer service ever I bought a watch from Herzberg not at that location I needed the band fixed she told me that she did it as a courtesy to send it out but although I'm paying for it to be fixed this basically telling me you did me a favor her customers skillet service skills are horrible this is the 2nd time I've had an encounter with her rudeness over asking questions. I spoke with sabrina on February 20th and was told that they where playing phone tag with the company that was fixing my watch. I get a call on March 2 from a young lady saying that they had called my 2 times but have to missed calls. mayta said she called and left a messages but doesn't know when she called. DON'T SHOP AT THIS HELZBERG DIAMONDS . I have called corporate to get in touch with the GM but nothing I feel with they cared about the problem the GM would reach out

Terrible customer service and is saying my engagement is not ready and back from the jeweler bc they couldnt get a hold of me.... BS. I spoke Jolene that day she heard from the jeweler.... she told more additional work was needed and i said id call back after speaking with my husband. I called 2 hrs later and she was gone but the gentleman left a message for Adrianna about going forward! Same day remember. Never heard anything so the next afternoon i called to make sure the message was received and jeweler was notified to go forward. Was told yes... “got the note this morning”..... obviously a lie bc 7 days later and jeweler was just told... not wont be ready for another week and some days! They act like this is okay.... definitely is not. Jolene was wonderful to work with but do NOT recommend using them any further! So upset!

I looooove Helzberg Diamonds. This is the most honest and best quality jewelry in the mall (really anywhere)... Warren Buffet only chose one jewelry chain to buy and it wasn’t the run of the mill Zales or Kay’s. The staff at Helzberg Lakeline is like one big family and you are made to feel that way too! And NO pressure... and they literally help you find what YOU want... not what they want to sell you! Fair prices and high quality... the other jewelry stores are cheesey compared to Helzberg! I have purchased my wife’s wedding ring and probably 10 other rings over the years and they still service and clean like it was yesterday! Oh yeah... they stand behind their jewelry and have a great trade-up program enabling me to buy really nice things for my wife the second and third times around and their layaway policy is awesome!

Helzberg at Lakeland in Cedar Park TX was our 4th stop in our search for the perfect (to us) engagement ring. Sabrina was wonderful! She didn’t pressure us to make a decision, try to convince us to buy something from what they currently had in stock or “bad mouthed” other stores like the others did. Her main goal was to make us happy and it showed! She was patient, answered any questions we had and even volunteered information that we didn’t know to ask for. After finding one and letting her know the changes we wanted, we made an appointment with Ashley to come back and finalize the details. When we came back, Ashley had the ring and the diamond I wanted. Much like Sabrina, we didn’t feel pressure to buy. I highly recommend going to that store, friendly and honest ladies.

My fiancé and I came here to pick out wedding bands for the both of us and the care we received was absolutely amazing. My fiancé’s ring that he originally picked out was a little to big and they were able to send the ring out to exchange it with no issues. Jairo noticed a crack in the shank of my engagement ring (that my fiancé purchased at another well-known jeweler) and forewarned us that it would crack eventually and it did. We brought it back to Helzberg to see if they would be able to repair it, and not only did they fix it they made it look better than when my fiancé originally purchased it! I would highly recommend coming here for any high end jewelry purchases!

sabrina was super helpful today helping me and my fiancé look for our future engagement ring. right when we walked in sabrina welcomed us and right away started showing us all the jewelry and helping us find the perfect ring for my fiancé! she walked us through the process of how they make the diamonds. it was so interesting learning how everything was made. she never left our side and even showed us through a special microscope a special close up of the diamond. Sabrina and cherie made us feel like family. they asked us how me and my fiancé met and shared their stories with i really recommend coming here.

Customer service was okay, but this location lied to me and told me that I can’t have my ring serviced at a location other that the one that my ring was purchased at. Which is 2 and a half hours away. I have the lifetime protection plan and no where does it say in the information that you must go to the same purchase location... I went to the Barton Creek location and they were so much more helpful. They also let me know that this location is known for turning people away and lying about what location they need to go too. I recommend going to the Barton Creek location over this one.

Came to get my ring cleaned and it looked just like it was before, dirty and cloudy on the sides. I didn't think the lady cleaned my ring at all. She took it to the back, maybe acted like she was cleaning it, then gave it back to me. I walked out of the store and looked at my ring and notice all the sides was still dirty. I didn't want to take it back and caused a scene so I just left and came home to cleaned it myself. What a shity location. I've been to the Barton creek one and they were so nice and did a way better job!

We LOVE the Helzberg at Lakeline mall!! We have been going there for years. Sabrina is the best and we try to work with her when we can but honestly any person at this store is very nice and helpful. Recently I bought a Paperclip style necklace and the sales associate did a great job. It was too small but he helped us customize it! We are always impressed with their cleaning and repair services. We like to get warranty because we know it’s worth it when we need resizing or any type of repairs!!

We did a ring upgrade for my wedding ring here. The staff made it a great and engaging experience. It did take a few returns to the jeweler to make corrections, the ladies took our notes and understood what we were asking. My ring came back beautiful, exactly as we requested. We have been returning customers and will continue to do so. They even helped us design a custom dinosaur bone ring for my husband which he loves. A big thank you to the ladies of Helzberg Diamonds in the Lakeline Mall.

This is store is trash the store manager is so rude and doesn’t know how to solve the problem. After having my ring here for 1 month it came back with smaller and different diamonds asked the manager in training she was so nice and tried to help me with sending my ring back to the home office but it came back even worst than what it was. DO NOT shop from this location. When store manager doesn’t know how to handle a problem means you will always have problem with the place.

Love the quality and work of Helzburg, However the older associate/manager with glasses that works here has not only a poor attitude, but as well customer service. At one point this man mocked me. How unprofessional this associate or manager was to me. This is my fourth time doing business with Helzburg and it was my first at this location. The type of service from this person is not who I want to be representing my company. Not returning this location.

We have been customers (friends) with everyone there for 16 years. Although there are so many jewelers nearby. Everyone @ Helzberg are super friendly and eager to help each and every time. I even walked in recently as they were closing the doors and the manager and new employee Cherie answered questions that I had. It’s service like this that’s become a lost art and it so refreshing to be treated like this everytime we go there! Great job!!!!!!!

absolutely amazing customer service! went in to replace a lost stone and potential upgrade. Mayte, Sabrina and Irina all helped us make decisions and answered all our questions while showing us what would work well! They even stayed past closing to show us more options to make sure we were happy! We walked out feeling over the moon with our decisions. Such a great team to work with. Thank you so much!!!!!

So disappointed in Helzberg Diamonds. They took almost 8 weeks to get our ring back after my fiance had a reaction to the ring (extremely hypoallergenic my butt) we requested a new ring but instead got back the same ring with clear coat of hypoallergenic polish on the inside. They refuse to refund or exchange the ring even with their false advertising. Never buy from them!!

Unprofessional, under qualified staff make for an incredibly unpleasant and inconvenient transaction. This has wasted too much of my time to be worth anything but. Very poor customer service and management, but what would one expect from a shopping mall jewelry store? Absolutely annoyed that I wasted my money here, and never recommending this store to anyone.

Helzberg has been so kind and sweet to me. They helped my husband pick my ring out 2 years ago and they did great! Sabrina at the lake line location always takes care of me when I come in for cleanings and check ups. I'm beyond happy with my ring and the service I always get. Highly recommend helzberg and ask for Sabrina's smiling face! ❤️

Absolutely amazing experience with Sabrina! Always intimidating walking into a jewelry store but Sabrina put us at ease while also making the shopping process fun. This was the best deal we found on the rings we wanted but was also our favorite rings we tried on. Can’t wait to go again for the complimentary cleanings and to visit Sabrina!

Do not put any jewelry on 24 hour hold. They will “accidentally” sell your pieces. I called within an hour of holding my pieces and the manager was on lunch break. Called again within 24 hours and she said she would call me back because she was too busy. She finally called me back the next day and said she sold the pieces... no thank you.

The staff was excellent. I went to serval jewelry locations and the staff here was way more knowledgeable. They informed me in detail about the ring I was purchasing. I would definitely recommend this location to everyone I know. Thank you for helping me select the best ring for me. I greatly appreciate it.

Multiple employees were standing around talking to each other and it took them longer than it should have to notice me walk into the store. They were not super friendly, but I like that they always clean all my rings, not just the one that was purchased at the store.

Been there twice in the last week and place was closed (employee put everything up and pulled gates down) within stated hours. Arrived at 6:50 pm and employee advised through gate they closed at 7 pm. Just went and said open at 10 am but 10:30 am nobody's there.

Great employees great deals treat every customer amazing !!! I came there looking terrible little did they know I had money to purchase a 3,000 ring plus more. They didn't assume that I was poor by my image they came to help me and earned 8 purchases from me

The staff is absolutely AMAZING!!! Made the process in picking out the perfect ring so easy and enjoyable. Didn’t pressure us at all and actually cared about who we were as a couple not just about our budget! HIGHLY RECOMMEND!!! They are amazing!

My newly fiancé and I went looking around for rings for him. Turns out he got me one. After going into a few other competitors This place and Ashley and Karen have been nothing but the best to us! We were treated very well. We will be back

I bought my wedding band in store and ordered a necklace online. Amazing service and their website is very easy to navigate and order from, placed my online order from my phone! Dont see myself buying jewelry from anywhere else. Thanks!

We have been going to Helzberg for over 10 years. We would never consider going anywhere else. Everyone is extremely pleasant, knowledgeable and personable. Cherie VanCleave your the best and thank you for always taking care of us!

We had a good experience at the store. The staff is very helpful and works around with your budget. They have a variety of jewelry options to chose from in all price ranges. Will definitely be buying again from here.

Mr. Jairo Plazas made our visit very pleasant. He went above and beyond to help us, is very friendly and professional. Would definitely go back to him and refer him to our friends and family.

Just went in bought a simple pearl bracelet the tag said 25.00 Matia said its the wrong tag its 29.99. That's fine but ive been shopping here and spend alot if money here. Was disappointed..

The Valentine's day promotion is great. My wife and daughter were excited about it, so we had to stop by and get it. The quality and price for the three pieces is outstanding. Thanks.

Bought my engagement ring and just recently my wedding ring. They were very helpful especially Sabrina. And they made our wedding by going the distance. Would highly recommend.

Customer service was amazing. Cherie VanCleave was awesome. She did take the time and was patient enough to hear me out on my needs. She went back and forth to get me the best.

Worked with Jairo and Sabrina. Best people awesome deal. They helped us fix up the perfect ring when I couldn’t find what I wanted anywhere else. Can’t wait to get it back

Sabrina and Jarro were very helpful. Before going in I did not much, but they made sure I left knowing everything about the engagement ring I bought. Definitely recommend!

Irina was extremely helpful and efficient in assisting me with my jewelry inspection and cleaning. She greeted me right when I walked in the door and was very friendly!

Great service and lovely jewelry! Always a wonderful experience and made to feel special. Also, this is a US based company that values our vets so a plus for that.

Sabrina and Ashley were awesome. We hit every jewelry store in the mall and not only did they have our favorite jewelry, but the customer service was outstanding

Staff was super friendly and knowledgeable regarding all of my inquiries. Got a gift my wife has been wanting for years. Big thanks to Steve, Mayte, and Cherie!

The staff here are wonderful and the jewelry selection is beautiful. I come here about once a month and I look forward to it. I have so much jewelry from here .

Sabrina & Irina did a FANTASTIC job helping us find the perfect engagement ring. Overall we had an amazing experience & are so satisfied with our purchase!!

This place is amazing! I was helped by Ashley and Mayte and they are both just so friendly and so helpful! I definitely recommend this place 100% …

Fantastic service, Sabrina and Irina helped my partner find the perfect ring! We’ll be returning again for our next ring choices— highly recommended!

My husband is the best! Cherie here at lake line did a great job. This location and the associates are so nice . They really make us feel like family

Thanks Sabrina and Jairo for amazing service during our engagement process and great humor very charismatic! My fiancé Got the last 2 diamond wrap !

Sabrina was amazing, couldn’t ask for a better person to help me and my fiancé buy our wedding band set, super friendly and extremely helpful

Ashley & Sabrina have been the best support at providing jewelry options and financially taken care of my wife and I. Y'all are the best!!!

Sabrina has been the best person to work with, I wanted everything customized and she helped my husband and I fall in love and say I do!

Sabrina was absolutely amazing and was able to work with me on my time deadline even tho it was so busy. I will be visiting again!

My husband had something catch his eye while I was taking care of another piece...birthday present bought for me unexpectedly.

Wonderful service from Sabrina and Ashley helping us find a band to enhance my wife's wedding band. Thank you so much!

My fiancé and I had INCREDIBLE service here! Sabrina and Irina were so helpful with helping us pick a forever ring :)

I don't know a lot about rings or the buying process, so it was really helpful to have some to go through this with.

Great customer service. My custom ring came in three weeks, which was before schedule. The ring came out perfectly!

Amazing customer service. They were very patient with me trying on every single size and style. 10/10 recommend!!!

Great selection. Friendly, knowledgeable, and low pressure sales staff. Great experience, would shop here again.

Did jewelry appraisals today. Great news! Well worth it. They clean all the jewelry you bring too. 10-15-18

I have always had a great experience with this Helzberg, both in quality and variety as well as their staff

Sabrina and Priscilla were excellent in helping me pick out the perfect anniversary earrings for my wife.

Hiro is professional and consistent. True luxury professional who values and cares for the customer.

Excellent service and excellent products offered! We leave very happy every time my wife and I visit

Jairo & Sabrina were absolutely amazing! They have just become our ONLY jewelers. 10 out of 10

Mayte and Priscila were soo sweet and helpful. Prices are unbeatable here at Helzberg ❤️

Very helpful group at Helzberg. Very informative and comforting. I recommend completely!

The gals here were such pros, so sweet, helpful, and efficient! Awesome experience.

Sabrina, irina and matte were extremely helpful with finding my tennis bracelet!!

Service was great! Sabrina was very welcoming and helpful to us …

Had my jewelry inspected & cleaned. Staff are very friendly & helpful.

Awesome people and very good service. Cherie and Jairo are fantastic.

Jairo & Mayte were extremely patient and kind ! Amazing experience !

Was thinking of putting one on her finger till the real her came out

Priscilla and Ashley and the rest of the team were a great help!

Always great product & service here! Certainly my go to …

Sabrina and Jairro were absolutely fantastic. Highly recommend

Got our jewelry cleaned and inspected, Sabrina was very nice.

Priscilla and Mate were so helpful! Great customer service !

They made things happen I didn’t think was possible!! …

Amazing service and gorgeous jewelry. Sabrina is the best!!

They're super helpful and nice! The layaway is super easy!

Pretingious, and Judgemental Staff but quality Jewelry.

Thank you for helping us you found us the perfect ring

Sabrina was so nice! Everything went so smooth!

Very nice pleasant placed in very nice people

Friendly, helpful staff & great selections!

All staff was courteous and very helpful.

Sabrina and Cherie were super helpful!

Sabrina was very concise and helpful

Makes diamonds shine like the sun!

Kind service and helpful patience.

Excellent service, friendly staff.

Excellent customer service …

Always so helpful and friendly!

We had a terrible experience.

Helpful and friendly staff.

Nice staff! Good selection.

The best customer service!