I just had one of the most infuriating, unprofessional, and downright unacceptable customer service experiences at the Bourke Street store with Chris, who claimed to be the store manager.I bought a ring from Michael Hill at the Werribee store — a ring with small ruby stones — and three stones fell out within only 2–3 months. Completely unbelievable for a supposedly reputable brand. I went to the Bourke Street store because it’s close to work, expecting a straightforward warranty discussion. Instead, Chris barely looked at the ring before running his finger across it for two seconds and immediately declaring, with absolute confidence, “This won’t be covered under warranty,” because apparently this was “wear and tear.”Less than six months of wear now counts as wear and tear for Michael Hill? That alone is disappointing, but what made the situation truly appalling was the attitude and dismissiveness that followed.When I expressed how stunned and disappointed I was that Michael Hill doesn’t seem to stand behind its own craftsmanship, Chris became defensive, rude, and completely uninterested in helping. Rather than listening or offering any real explanation, he instantly shifted blame onto me — suggesting I wore the ring too often or mishandled it. Not once did he show empathy, professionalism, or even basic courtesy.When I told him it felt like the store didn’t care at all about customer experience, he responded in a threatening, confrontational tone: “If we didn’t, we’d be having a very different conversation.” That remark alone shows exactly how little respect this store has for customers.I left the store feeling dismissed, shocked, and genuinely threatened — the complete opposite of what any customer should feel when seeking help. The customer service was not just poor; it was absolutely disgraceful, and I had no choice but to leave and hope the Werribee store shows the level of professionalism and understanding that Bourke Street clearly lacks.
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Michael Hill International Ltd. is a specialty retailer of jewellery in North America and Oceania.