My partner and I were so excited to pick out our wedding bands, we ordered them mid June 2024, and were advised it may take a few weeks to receive them (which was absolutely fine with us as our wedding wasn’t until October). The store experience was okay, other than being pressured into purchased the Care Plan which we didn’t even want. Unfortunately, Michael Hill has a poor range of sizes, so I had to order a H which is the smallest size, and then get the resized by Michael Hill. A couple weeks later our rings were ready. My partner’s ring was perfect, and when in the store I thought mine was perfect until I came home and saw it in natural lighting. Please note the ring was resized by Michael Hill through their own jeweller. The band was clearly too thin and wonky (photo attached of FIRST resize, but in person the imperfections were more obvious). We took it back to the store the salesperson was asking us what the issue was as if there wasn’t anything wrong with the ring. The store manager then came back and blatantly said that yes, the band looks to thin. They advised the ring would be sent back to get fixed.A couple of weeks later the ring was ready for pick up again, we took it home and again it was clearly wonky. The store said that the jeweller had added more gold to it, but it was clearly not right even after being resized for the SECOND time. We again brought the ring back to the store. Again the store people were wondering what’s wrong with the ring, when it is clear to anyone with eyeballs. The salesperson said “we’ll send it back to the head jeweller to get re-shanked” and that “this jeweller is so good, I love their work”. So again, we left the store without a ring.Weeks go by and I’m still waiting on a call to say the ring is ready. I then had to follow up 3 days before I was leaving to head to my wedding location in another town. By this point I was getting worried that I wouldn’t have a ring. I called head office and they let me know the ring is on the way and I should be able to pick it up any day now. I ended up collecting my ring only a few days before my wedding. When I went to collect the ring after being resized for the THIRD time I was devastated because the ring was still not right! The store said I’m fine to take it with me and use it at my wedding and then bring it back to get a full replacement or remake or the ring.Our wedding happened and it was perfect. A few weeks after our wedding we brought the ring back to the store. The manager said I could either get it remade or pick a new ring to the same value. I then asked if we could just request a refund instead, because we didn’t want to go through another several weeks of dealing with this situation and we should just cut our losses here. She advised that she’d need to contact the regional manager and see if they approve. We then heard back from the store manager where she advised that the regional manager has declined a refund due to the ring not being constructed incorrectly. I mentioned that this is not fair because, sure in the first instance the ring was made fine, however the ring resized poorly by Michael Hill creating the issue. I then asked for the regional manager’s contact details, but the store manager advised she cannot give those details out. She asked us to contact Michael Hill customer services so the issue can be escalated.I got a hold of the regional manager’s number from another customer who had another horrendous experience. I called him and explained the situation, where he stated that “it sounds like a resizing issue”. Clearly he doesn’t have the full story because it is not just a resizing issue, it’s a QUALITY CONTROL issue. He clearly didn’t want to speak to me, and said to call customer service.I then called customer service telling them the whole story, to the point I was crying on the phone (and mind you, I rarely ever cry!). The lady then advised that once the regional manager has made a ruling, that’s all and nothing can be done. So at a loss on what to do, I again went back to the store to pick out a different ring. I decided to pick different ring, because at the end of the day I won’t ever have my same ring that I wore on our wedding day because Michael Hill stuffed it up. I chose 2 options, and the sales person was meant to call me back and advise how small the sizing can be done on both rings. So I could just pick the smallest one, and NOT get it resized through Michael Hill. It’s been over a week and I’ve had no communication from the store. I’ve called multiple time and not heard back. I then called head office customer service and she said the maybe they are just busy and not answering calls so she’ll email them to get back to me ASAP. Isn’t it a bit ironic that Michael Hill has time for new or potential customers, but completely lacks in their ability to deal with current customers? I have told every person I know to AVOID MH!
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Michael Hill International Ltd. is a specialty retailer of jewellery in North America and Oceania.