michaelhill.com.au

Terrible Customer Service

In March 2024, I received an email from Michael Hill that I had been awarded a free gift - a travel-sized Jewellery Cleaning Kit ($25 value) and went to the store at Seven Oaks Mall in Abbotsford, BC a couple weeks later to collect my gift. The fairly new store associate and the assistant manager had trouble scanning the bar code and could not find the coupon when they entered the code. The assistant manager said he would investigate and requested I forward the email I received, which I did. The manager called me a couple days later to say that there had been an error and I was the only customer in Canada who had received the email due to the store putting an incorrect setting on my account profile. He even had the audacity to complain that he got a call about it from the assistant manager on his day off. And that was it.I was extremely upset as I had been quite excited by the offer and felt this could have been handled much better. For the low cost of the item, I couldn't believe that the store wouldn't provide the gift in way of an apology and was made to feel as if I was somehow in the wrong for the situation, though it was the company's fault. This has soured my view of the company, as the behaviour displayed by staff is usually a reflection of leadership at the top. When my husband and I were in that store the previous fall to purchase an anniversary ring, the staff were very attentive in trying to make the sale. It seems that is the extent of their attention and once the sale is done, they behave quite the opposite. I did not appreciate the way I was treated throughout this entire situation. I felt like I was a crook trying to con them when I was simply trying to redeem the coupon the company sent me. I do not plan to do any further business with Michael Hill. Nor will I provide any positive feedback about the company to anyone.

Date of experience: Mar 23, 2024