Helzberg Diamonds

In anticipation of my upcoming wedding in Hawaii, I went here and ordered a Scott Kay ring for my fiancé. I had found the ring online so I simply went into the store, ordered and paid for the ring and lifetime warranty in a matter of 10 minutes. No problem. The ring came in five days later and unfortunately was the wrong size. More than two weeks before the wedding, my fiancé took the ring back and reorder it. Four days before we left for Hawaii, I called and they told me it wasn’t in yet. I called the day before we left; annoyed, they told me it still wasn’t in. We had told them that we were flying out for our wedding every time we had an interaction with them so they knew what was going on.
On our way to the airport on our day of departure, I again called only to find out that our order had been cancelled because of a policy change at Scott Kay that Helzberg «wasn’t made aware of» –according to the woman I spoke with. She said she was as surprised as I was and took no responsibility and made no apologies for their error only saying that we would have to take care of the sizing we got back. Being a person who flees from conflict, I accepted this and hung up with her.
After stewing for a few minutes, I gathered some audacity, called her back and told her that either the correct ring needs to be waiting for us when we get back from our trip or I want to be refunded and we would simply purchase a ring once we arrived in Hawaii. She called back at some point during the day and left me a message stating that «after calling in some favors» she was able to make a «special exception» for us and would get the correct ring in. Since when is providing a product that was paid for providing a special exception?! As much as I wanted to call her back and tell her where she can shove that ring, I chose to not to because I really like the ring.
We went to MOA today and picked it up. I didn’t feel like I could go in there and not give them a piece of my mind so I set my husband in while I got coffee. He said that when he went in, there was someone else in the store raising issue with some poor customer service they received. I will never, under any circumstance, deal with this store again. The only reason they didn’t get one star is because the ring is fantastic and the initial ordering process was easy.