michaelhill.com.au

Michael Hill does not stand behind its product.

I received a beautiful silver box chain (item #P12178001) from my daughter on Christmas/2020, receipt # 011910109878. She also purchased the lifetime warranty for the chain.#0119011910635361To my surprise the chain broke a few months later(2021), so I went back to the store in the Pen Centre, St.Catharines, ON. They filled out all the paperwork to send it out for repair. Two weeks later I received a phone call that the chain was ready for pickup. I was happy to have my chain back. I only wore the chain for special occasions so I was very surprised when it broke again, in the same place (2021). I returned the chain once again for repair. I asked about getting a new chain but was told I could only have it sent out for repair when in reality I could have gotten another chain being that it was under 1 year that the chain was purchased. I only know that now because after speaking with the manager on September 19/23. He said he could have exchanged the chain in the first year it was purchased but can now only send it out for repair. Something that was never said to me the 5 times I returned with the broken chain. Aug.8/22, Oct 3/2022 & Nov 11/22. Every time I asked about an exchange I was told that that would cancel the lifetime warranty and it was recommended I get it repaired.I returned Sept 19/23 once again with the broken chain and after a fruitless conversation with the manager about an exchange, I was told about the 1 year policy. I explained to him I was never told by the numerous staff I dealt with, that I could have exchanged the chain. I told the manager to keep the broken chain because it was senseless to waste my time getting a poorly constructed chain repaired that kept breaking in the exact same place.One thing is clear I will never shop at Michael Hill's again. Why would I purchase anything from a big company like Michael Hill who doesn't stand behind its product.

Date of experience: Sep 19, 2023