Helzberg

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My wife bought me a very nice Citezen watch for Christmas from Helzberg Diamonds inside the Meadowood Mall. The watch had a defective link in the band, not allowing it to hinge.

We took the watch back to the store to have it repaired or replaced. They took it to the back and a short time later brought it back out.

The link now hinged but the finish was scratched. I requested a replacement. I was told a new watch would be ordered and shiped from Washington and would arrive on Tuesday.

Tuesday came around and no call from Helzberg. I called them and no watch. The same thing on Wednesday and Thursday. Never once did I get a call from them.

I called Friday and was told the watch just arrived and is ready for me to come and pick it up.

I arrived at the shop and was greeted by the assistant manager. She opened the filing type cabinet in search of the watch. I observed a large, watch type box in the bottom cabinet. There was room for at least two more watch size boxes in the same cabinet.

The assistant manager could not seem to find the watch that was supposedly ordered. She left and came back to the cabinet. She located a file folder and removed a watch that was inside a baggy. She handed me the baggy and told me this was my new watch.

I removed the watch and observed it to have finger prints all over it and a small scratch on the lense.

I asked the assistant manager where the box was. She told me the watch was removed from the box as there was not enough space in the store to store the box with the other inventory. She then took the watch to the back room.

I walked to the front display case where I had looked at the same brand and model of watch a week prior. The display watch was gone.

I asked a second employee, on the store floor, if the watch I was being given was the display watch. She told me yes it was the display watch.

I confronted the assistant manager about the watch, that was supposed to be new, being the display watch.

She gave me a ridiculous reason as to why the watch was in the display case. She told me the watch was received today but was put into the display case on accident, which confirmed the lie. After catching her in the lie she immediately told me she was going to get the manager, to which she did.

The manager immediately offered me a discount of $50.00. I advised her of the situation and of my findings.

The manager joined in on the lie. She told me they had sent the watch I had originally purchased back to Washington and received it back. I told her I brought the watch I originally bought back to the store today. She then told me she had been gone all week and did not know anything about it. The manager then tried to give me a $100.00 gift card for a later purchase. (There will never be a future purchase by me or my family)

I told the manager to give me my money back and that I would be buying the watch somewhere else due to their lying and deception.

Horrible management and customer service.