Michael Hill International
Reviews and Complaints

In March some friends of ours purchased 2 of the above bracelets for my husband and I for our Golden Wedding.
These bracelets meant a great deal to us but unfortunately we have had no end of trouble with both of them.
The bracelets have been replaced several times s the catches have proven faulty and the bracelets kept coming undone. They have both actually split by the side of the knot.
The staff at Rocking ham have been very good and have replaced them for us. They have written to you also regarding this matter. We were told that these bracelets were not meant to be worn daily, . That is absolute rubbish. We do not buy jewelry to have sat in a box that we are to nervous to wear.I t is obviously not serving the purpose it was made for.
We are truly dissatisfied with this product. Due to having several replacements and still the problem exists we would like a credit note for the full value of both these products.
We look forward to your reply asap.
If we are not happy with your answer we will take this matter further as we have noticed that on your web site we are by far not the first people to complain about your products.
Obviously there is a fault with this product that needs to be rectifier urgently.
these bracelets were not cheap and we expect value for money and first calls service from reputable jewelers.
Kind regards
Elaine Dance

My name is Sonia hanks
I made an order of some rings extra apparently they were spaecial orders I made a deposit of $1600 I have received. $1000 back but I am being refused the rest of my deposit because micheal hill in Baldivis Perth decided to do the order with out it being paid for they off there own back, due to severe financial hardship I can not afford to go through with the order and you people are refusing to refund the remainder of my deposit after spending thousands of dollars in your Rockingham and Baldivis stores this is how u treat valued customers I am not very happy at all pls contact me on [protected] immediately pls
Kind regards sonia

Great jewelry but there credit department is a mess. Nobody knows anything about payment options, since online banking payments didnt work with my credit union, I was told only payments by cheque or in store, then much later after payments by cheque got delayed in the mail around Christmas they finally give the option of bank over the phone but only one or two months at mininum payments. then finally much later the option of setting up pre authorized debit or larger payments . Its so confusing and embarrassing. Either poorly trained or they just dont care. Im not sure which. Only the managers can really help, never using it again. They make it seem such a great option. Should have known better.

Hi my name is joanne burrows, I have purchased about four items over the last 6mth, all broke in a matter of days, because they were not high end I didnt worry about it. HOW ever I recieved of the 17th a pair of earings for my birthday from my boyfriend. They broke on the hook with in 3 hours of wearing them, I took them back to the store to get them fixed as they were a gift and I needed to be seen wearing them, I didnt have the heart to tell my boyfriend they had broken. When I went in the store the store manager Mark Ibury said he would have to look them up in the system. I told him that They were bought in the after sale xmas time. I was there with my boy friend at the time. I went of shopping to give him time to find it in the system. When I came back he said that there was nothing in the system since april last year, I said that this is not true as I was here when My boyfriend purchase, them I ask, could he check again, He insinuated that I was lying. I again said I am happy to pay for them, to be fixed, and already I had said this several times. He kepted on saying that there was nothing they could do as there was no record. He was insinuated again that I was lying, I said to him you think that Im lying, as he just lost it. He refused to serve me, I did not swear, yell, or anything of that nature, I again said I was happy to pay for them to be fixed. He told me to take them to another micheal hill store, and to get out of the shop. I refused to leave, and ask him on what grounds are you asking me to leave. He said nobody is to talk to him that way, all I did was relaying back to him about insinuating that I was lying. I ask if the other assitant could serve me, he relied, I dont care what you do. The other assistant helped me, she filled out the form, and at a cost of 60 dollor could fix the hook on the earing. I signed the form and left. Never again will I buy from your store, I was treated so badly, and not to mention the lack of quality in the items purchased, thankyou joanne

Bought a sapphire diamond pendant chain for my wife. The chain broke within 2 days. The chain that came with the sapphire is very thin. It was made too cheap and we decide to take it back for a refund. Went to the store on the first night and the sales people told me they could not give us a refund because the manager had left for the day. She also said it was a delicate chain. So went back the second day and saw the manager. He said he can only give a refund if the chain was unworn. No one told us you cannot get a refund if you put it on. He said that it is the store policy and refuse to give a refund and could not wait to walk away from us. How would anyone know that it was so cheaply made unless it was worn? So save your money and don't buy from them unless you intend to keep your jewellery in the box. I went to their website to review the product and they send an email back saying that my review does not conform to their policy. They don't want people to know how cheap their product is, their poor customer service and poor return policy.

I purchased a Gold Diamond Ring some time ago and all of a sudden I have lost two diamonds out of the ring. It was purchased for a substantial amount of money and I believe that the quality of the ring must not be what I thought it was given how the diamonds are just falling out. I might add that I am two diamonds down as I only noticed this when I saw the gap in my ring. Very disappointing! I can send photos later if required as I had already started this complaint and it would not let me access my camera on my phone otherwise I would have lost my information that I had already entered.

I am one of your VIP customers, originally from Northlakes branch in Brisbane. Served by Angela who has been wonderful and so helpful in all my purchases from Michael Hill. Unfortunately I was transferred to Darwin from my work and I have gone to the Michael Hill store in Casaurina Square about three times for various services and it had been a night mare each time I went there, being served by Katelen and Dionne. I have never felt so unwelcome in a store until I visited Michael Hill in Casaurina. Both of them are unfit to be in the Store Manager role as the message you send out to other staff is that it is acceptable behavior. The third time I went there which was last week, I felt that Dionne had that attitude due to me being asian as there is no other reason I could think of why I should be treated in such a shabby manner. I did tell her to her face how I felt and walked out of the store. There is more to this story and its too long for me to write in this complaint, please if you can get someone to call me will be really appreciated. I would like a full investigation held with this regard so that these two people will not get away treating other customers the same way.
Please contact me on [protected]

The store in the Fairview mall Toronto. I was in the store on my birthday for an hour to see if I liked anything as my husband wanted to gift me a ring. An hour later I paid for a ring for both my mother in law and myself. Not once during the hour did the manager Matt mention you cannot change your mind about a an expensive ring if customer ordered when he was the one who recommended if I like rose gold he can make it. No matter how rich no one would like to be stuck with something they didn't like. When I visited the store and did not like the ring which was late by 3 weeks the sales person said I don't know what the return policy is can you come back when the store manager is around. Called and spoke to him about not liking the ring, he then mentioned for the very first time "Oh special orders cannot be returned" I never even picked it up from the store. I asked him why he didn't mention this before and he said first "I am sorry but nothing can be done" then that he may have mentioned it to my husband who wasn't even in the store after the first 10 minutes. Then he said he always tells his customers they cannot return. Being a fan of their jewelry and a long time customer I requested him to refund just my ring as my mother in law loved hers and allow me to not hate myself for this purchase. A birthday gift turning into a very hurtful situation is not what I expected from my favourite store. Jessie K

I wish to complain about the incredibly poor customer service I have received during the process of having my engagement ring resized.

On Friday 27 January, my partner proposed to me, which was a very special moment for us. Unfortunately, the ring was much too big, and so I took it back to Michael Hill Macarthur Square to have it resized, only to be told that I had to take it back to the shop it was bought from. Monday 30th we went back to Narellan, and found out that both the engagement ring and wedding ring (as it is a bridal set) would have to be remade, which would take up to 8 weeks. This was frustrating, but we were assured that after the 8 weeks my rings would fit perfectly. My partner left his phone number, email address and home address to be contacted when it came back in, and we left with the expectation that we would be contacted in 8 weeks.

8 weeks later, we still hadn't heard from Michael Hill about the ring. I called them at the end of the 8th week to find out if my ring had come back yet, and was told that it had been waiting at Narellan to be picked up for 4 weeks now. When I asked why no one had made contact with my fiance, I was told that 'apparently someone tried to call him, but we don't know whether he received the call'.

Due to my working hours and not being in the local area, my fiance picked it up for me that day, 29 March - only for it to be still way too big for my finger.

2 weeks later, I was able to go back to Macarthur Square Michael Hill on 17 April to have both rings resized again, and was promised that it would only take a week. I left both my phone number and my fiance's phone number and asked that either of us were called as soon as it came in, because we had already been waiting such a long time.

On Friday 21 I had not received a call by 1:30pm, and so called to inquire about my rings. The lady who answered responded with a rude 'well has anyone called you yet?' when I asked if my rings had come back yet. I let her know that nobody called me last time, so I was calling to make sure. She then told me that it was waiting at Macarthur Square to be picked, but obviously no one had called my fiance or myself to actually tell us.

I arranged for my brother to pick it up, and the rings were returned - not in a secure ring box, to keep the wedding band safe until our wedding day, but in a plastic zip-log bag.

I am completely disgusted at the way I have been treated by staff at both Narellan and Macarthur Square Michael Hill. I have been engaged for nearly 3 months, and have had a total of 1 week to wear my ring because staff have been lazy and apathetic.

Being engaged should have been a special, happy time for my fiance and I, but instead we have stressed and wasted time waiting around for my ring. I have had to postpone my engagement party, because I didn't even have my ring to show. I do not understand why no one bothered to contact my fiance or I when my ring arrived after returning to the store on both occasions, but it is so disappointing to be so disrespected and not cared for. My engagement ring is the most important piece of jewelry I will ever received, and 'professional' staff have clearly not made efficiency or great customer service a priority.

Because of the laziness and unprofessional attitude displayed at both Macarthur Square and Narellan Michael Hill, the happiness and joy of being engaged has been destroyed and replaced with more stress and time wasting, on top of every other priority an engaged couple carries when organising a wedding.

Hi
It's very disappointing after being loyal customer for this brand. I bought 5 to 6 watched in 2 months, at the time of purchase whatever the customer representative told us is not true and it's a big ripoff for customers. I would never recommend michael hill to anyone.
You guys promise one thing and implement some thing else. I was told that there will be no interest atal at the time of buying, now after the payment started charging interest. They asked us to make a add-on deposit to the total amount and now cetergy stating that the deposit belongs to the store and we have to. Pay the amount in full which is more than the quoted price.
I would ask someone from your team to contact and give me explanation and refund of deposit we paid at michael hill highpoint.

I would have no doubt in contacting my. Soliciter in case my problem is not solved by your team.
Contact me at [protected]@gmail.com

Thanx

My 80 year old mother with dementia and on a fixed income visited a Michael Hill store after seeing a flyer for a "now $799! ring" (that supposedly retails for $1800...ya right). Her bill came to $1089.

Sure its $799...but it will be $60 to size it for you ma'am. But wait, if you purchase the Lifetime Care Plan its free sizing. She had no idea that most reputable jewelers provide complementary sizing.

And the plan isn't, as advertised, $109 for something priced at $799. Instead its a whopping $179 plus tax (because the 'real' price is a made up $1800).

She doesn't need a lifetime plan as she's 80 years old! They told her it will be useful for those that will inherit the ring but the fine print says otherwise.

We go to the store for a refund on the care plan. First they want to use the stupid sales pitch on me. Sorry but paying 25% more for anything to be 'cared for' is a waste of money.

So then they lie to me and say I can use the care plan after I inherit the ring. But the fineprint as I pointed out to them- and they know- says otherwise. The lack of ethics is astounding.

They offer a full refund eventually but then have the nerve to sya "oh she had the ring sized, so sorry she already used the care plan... no refund for her".

You have got to be kidding me.

I threaten to call the news to visit this story. ONLY THEN do they agree to give her back the care plan cost.

Bunch of bogus con artists. STAY AWAY FROM MICHAEL HILL!

From the beginning of being a customer with Michael Hill we have had nothing but problems. My husband purchased my engagement ring there (willow brook Langley location), and they promised everything would be taken care of and guaranteed their products. My ring was a lemon- diamonds fell out, the white gold in 2 days was tarnishing as if it were silver. They didn't even give us the right certificate for my ring! It was a completely different ring on the certificate. My husband spent a fair penny and I only had it for less then 6 months- only got to wear it for 2 months as it was continuously getting fixed in the shop. THEN the SQUISHED my ring when they sent it in, causing it to have curved marks and rough edges! I was Shocked that a company would do such a thing. We went in and we asked for our money back, as this was ridiculous. We drove in 15 times to the location to deal with my ring, and spent more time during our engagement in the bloody ring store then actually wearing the thing.
Trying to get our money back was a NIGHTMARE. I still do not have the funds back in our account. The store manager- Gavin, is the most unhelpful person i have met. He helped other customers while he made us wait (even though we were before the other people). He also ignored my phone calls stating that they had "business meetings"
After fighting with them to get our money back, they finally called the Michael Hill Finance Department, and guaranteed that the cheque has been mailed and that we should receive our money back in 3-4 weeks, saying we do not have to do a thing except wait for our money in the mail. Me, not trusting a word they say after what they put us through, phoned the Michael Hill Card financing department to check on our money, and they HAD NOT SENT IT NOR RECEIVED A REQUEST FOR REFUND.
I phoned the store to let them know that what the promised me has not followed through, then the manager had the guts to say to me on the phone after ALL when had been through "well has it not been fixed? what do you want me to do about it?" I am still waiting for our money after 2 months or being bullied and thrown around- by the store and by the financing department.
I usually never review companies unless it is about their awesome service, but this one is worth my time.

TO ALL PEOPLE WANTING JEWELRY, QUALITY JEWELRY AND EXCELLENT CUSTOMER SERVICE-
DO NOT SHOP HERE!

My husband purchased me a gold bangle on the 24th of December 2015 to give to me for Christmas. I had told him the bangle that I wanted and he unfortunately purchased the wrong one from Michael Hill in Eastland (Ringwood, Vic). On the 26th I took the bangle back to Eastland store to swap it for the one that I really wanted. The store wasn't busy and an older female came to serve me. I told her my husband has purchased the wrong bangle and I needed to exchange it for the right one. The sales woman went and got the bangle that I wanted and said it was $1999.00. I said it was on sale on the 24th for $899. She said she would speak to her manager to find out if they could honour the same price. After waiting 40 minutes she came back and stated I could purchase the bangle for $1399. I said I didn't think that was fair so she refunded the original bangle and I left the store feeling really upset and frustrated. I attended the Michael Hill store at The Glen in Glen Waverly and saw a brilliant young sales woman by the name of Casey. I told her what had happened at the other store and she said "can you wait, just a minute" she very quickly went away and came back. She honoured the original sale price and sold me the bangle. She was an amazing sales woman with so much emotional intelligence. I can't praise her enough. The transaction was so simple. I will NEVER shop at the Eastland store again, to try and charge me an extra $500 for no reason is just blatant theft. To keep me waiting for 40 minutes, there was no excuse. The Eastland store need to take some much needed lessons in humanity and compassion from the Glen Waverly store. Eastland store are nothing more than a bunch of thieves that prey on people they see as vulnerable.

After the third time that I wore my pearl earring one of the pearls fell off. I took them to Hornsby store to get them fix I was told by the manager that I have to pay $20.00 to get them glue.
I don't think why I should have to pay when the earring are not well made in the first place.
I'm very disappointed and I would never shop there again or recommend this shop to anyone.
I'm not complaining about the manager. She did what she could, she even rang the area manager and still couldn't waive the fee.

We purchased my engagement ring in 2011 and we're told it comes with a lifetime guarantee on the diamond falling out and we can bring it back any time to get it maintained and cleaned free of charge, all included in the guarantee because they stand so whole-heartedly by their products. We weren't offered and didn't even know about the care plan. After 4 years I have had to have the claws tightened twice and they wanted me to pay for it each time because I don't have the care plan. Plus if I didn't get it fixed my diamond guarantee was voided.

The diamond guarantee isn't worth the paper it is printed on unless you purchase the care plan. So it should be sold as part of the care plan and staff should not be telling consumers that the diamonds are guaranteed by Michael Hill. Without the care plan the consumer is the one guaranteeing the product by coming in and paying Michael Hill to maintain the jewellery. That is no different to buying a piece of jewellery anywhere else!
Michael Hill, Stop tricking people into buying your products by saying they are guaranteed when they are really not - without the care plan.

I now have to come back every six months for life and pray that I don't need to pay for it to be tightened, in the off chance that a diamond falls out in the meantime. That's the only situation the guarantee would help me in.

I am now too scared to wear my ring :-( otherwise it's just going to keep costing me money. It's a good marketing plan to sell your shoddy Jewelery Michael Hill.

Worst company ever! Does not stand beside their product. I have one of those charm bracelets and two glass ones fell apart. Attended at store and was advised I needed the receipt (even though its clearly their product). I went home found 28 receipts for charms, returned to store and the receipt for one bead isn’t in the stack. I explained that clearly I shop here, I spend a lot of money and its clearly your product and I do not keep every single receipt for items that I purchase. For a store competing in the same mall with Pandora and Swarovski you would think they would have better customer service. I literally showed them a bracelet full of their products all priced at $50 to $120 on my bracelet and the ones that broke were two $30 beads but they didn't care at all.

All under same manager: Scott Huang
Manager forgets about appointments and doesnt show up
Tells you one price, end up paying $1000 more
Have to constantly check up with them
Don't reply to your emails or calls
Brings in the wrong diamonds that was agreed upon.
Tells you what you agreed upon isn't what theyll pay for so you need to pay more
Tells you warranty is included then you have to pay almost $300 plus tax for it
Guarantees a date it will be in by and is 2 weeks late when they know you need it for July 30th and it isn't in store still by July 29th
Brings the ring back and is completely not what you asked for. They have photos of exactly what we wanted and said it was no problem. They sent back our diamonds in one of their regular selling gumball looking rings. Looked so cheap! And not what we paid for. Still haven't seen the ring that i'm supposed to be getting proposed with tomorrow. Great timing Michael Hill. Have no faith left. Bet it's still not what we agreed on.
Won't give you any kind of discount on the ### they've pulled and said they haven't done anything wrong.
We had the cash and the exact ring we wanted and its been months of nothing. 3 months of this and another month previous. 4 months and no ring. How long does this take?! Everywhere else said 3 weeks to make the ring and they knew what they ere doing.

Scott should not be dealing with customers. Only time I haven't been let down by this location was when Kate was helping. Management has no clue how to run the store while helping customers. Should never deal with customers and let the staff deal with them.
Tells you one price, end up paying $1000 moreHave to constantly check up with themDon't reply to your emails or callsBrings in the wrong diamonds that was agreed upon.Tells you what you agreed upon isn't what theyll pay for so you need to pay more.Tells you warranty is included then you have to pay almost $300 plus tax for itGuarantees a date it will be in by and is 2 weeks late when they know you need it for July 30th and it isn't in store still by July 29thBrings the ring back and is completely not what you asked for. They have photos of exactly what we wanted and said it was no problem. They sent back our diamonds in one of their regular selling gumball looking rings. Looked so cheap! And not what we paid for.Still haven't seen the ring that i'm supposed to be getting proposed with tomorrow. Great timing Michael Hill. Have no faith left. Bet it's still not what we agreed on.Won't give you any kind of discount on the ### theyve pulled and said they haven't done anything wrong. We had the cash and the exact ring we wanted and its been months of nothing. 3 months of this and another month previous. 4 months and no ring. How long does this take?! Everywhere else said 3 weeks to make the ring and they knew what they ere doing.Scott should not be dealing with customers. Only time I haven't been let down by this location was when Kate was helping. Management has no clue how to run the store while helping customers. Should never deal with customers and let the staff deal with them.

I am writing to you today as I was completely traumatised by an incident which occured at your Albany, NZ store this afternoon. My husband and I were searching for a Christmas present for me, as I absolutely love the Michael Hill brand, My engagement and wedding ring, the earrings I wore at my wedding and first gifts from my husband while were dating have all come from the store.

As we were trying things on I asked to have my rings cleaned. Having narrowed down what we wanted to purchase we decided to have a think about it, walk around and return to the store. I asked for my rings back...we waited and waited and my husband looked at me aftyer avbout 15 minutes and said I think there is a problem. The staff would make eye contact with us and they all seemd to be rushing around. Finally, Dorianne who Ihas always helped me previously approached me and said there had been an accident with my rings. They had given them to another customer. I could not believe this. In what world does this happen? She said the customers was on their way back to the store with my rings.10 minutes later, Anita brought me my rings.

this incident is disgraceful, and I am sick to my stomach that someone could have just walked away with my wedding and engagement rings over $8000 worth.

I will never purchase another item from Michael Hill and will be spreading this story thorugh all means possible as I am disgusted.

The only person in this who was helpful and honest was Dorianne, everyone else was cowardly and acted in total ignorance.

Shameful.

Horrible, horrible, horrible shop experience in Michael Hill Jewler Store, Oakbrook center, IL. I bought a pair of diamond earrings as a gift for my mother and found out on the second day that one is yellow and the other is white. I went back to the shop immediately for an exchange but the same type had gone. The assistants let me leave my name and phone number and said they would call when new earrings came in. I waited for two days but nobody called. So I called them and learned the new ones were in already and only one pair left... I drove to the shop as soon as I could. HOWEVER, the lady in the shop told me I CANNOT exchange the earrings for free. This turned out to be a lie later. But at the time I believed her though surprised, as the item was on sale and maybe I had not noticed the 'non-exchangeable policy' on it. I decided to buy the new pair for my mother and keep the old ones for myself as it seem to be a good deal considering the price. So, despite the assistant was having a very bad attitude, and even told me to return mine so she could sell them, I said I would like to buy the new pair. HOWEVER, this lady, ridiculously, said she would not sell me this pair, because she thought after I bought them I would return the previous ones... I had to admit I was totally shocked by her arrogance, rudeness and unprofession. Isn't it insulting for a customer being made presumptuous judgements on? In addition, even if I was thinking of returningthe old pair, isn't it discrimination that she refuse to sell a commodity to a customer because of this? If not, why not just put a sign outside MHJ store and writes, 'we only want to sell. Go away returners'. I FINALLY got something decent as a gift after I told her I was not thinking to return the old pair. But of course, the worst part of the whole experience was yet to come. Just think how one can be annoyed when finding out that this 'lady' lied on the exchange thing...

The "lady" who "greeted" me this afternoon was the rudest person I have ever come across in my shopping ventures to date! Honestly, I am a Retail Branch Manager of a major company and if I ever spoke to a customer in the manner that this woman did, I would be unemployed. I was buying a gift for my 9 year old daughter and after a hectic day at work I dropped into a reputable jewellery store, excited about purchasing the sentimental gift for my girl. She was rude, snobby, abrupt and couldn't have cared any less that I was wanting a little help with my choice. I felt embarrassed and very uncomfortable in that store. I could not even look at her. She even asked another staff member if she was busy, as she obviously was over dealing with such a small purchase. She did not smile once nor did she give any indication that I was a "customer". UNREAL! I am really mad that I handed over my card for payment. It even p issed her off that she had to check the price of a chain that I had selected. I felt like I was poor! Because of how she treated me. I am a single mother and my $54.00 purchase today was one I will hopefully not be reminded of by a rude woman. Unreal... I am so angry. I'm the first to give praise to my staff. I rarely give my opinion if its negative, but this has got me fired up. So much so, that I will be making a formal complaint to management.