ComplaintsforMichael Hill

• Initial Complaint

  08/11/2024

  Complaint Type:

  Billing Issues

  Status:

  BBB unable to locate business

  More info

  The manager of St.***** took me behind the counter , took all my details and passed it out to some unknown person who called me nest day and then changed passed word my bank manager was very angry , This is not acceptable I would like you to take action

• Initial Complaint

  07/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  BBB unable to locate business

  More info

  December 26th 2023 $900 We bought 2 rings. One 10k gold and one tungsten. We were told to decide which ring and return the one we didnt want.Upon returning the 10k gold ring, were told we couldnt return it because it was scratched.Told the manager that the ring had never left the box other than trying the rings on to decide which one. They would not take the ring back because it can not be resold. We told them then we wanted to return a poor quality ring that scratches and is not as durable as they stated Ultimately told we couldnt return the ring and only course of action was to send this ring off to for warranty work (on a ring that was never worn) Fast forward to June 22nd day of wedding, because we had no option but to keep the ring, my husband wore the ring for the ceremony of our wedding. After putting the ring on at 2:30pm on June 22nd and wearing for the afternoon, the ring was completely covered in scratches and marks. My husband took the ring off and put in the tungsten ring and had been wearing it ever since.We tried contacting Michael Hill customer service online and taking the ring back to Michael Hill store. They classified the scratches as regular wear and tear and will do nothing with the ring, other than sending it back once again for warranty. (This time the ring was worn for less than 12 hours- second time needing warranty work)We have sent pictures to the regional management team online because the in store manager says his hands are tied and he can not do anything, the online customer service is our only option.Again after only looking at the pictures the online customer service says its regular wear and tear and refuse to give us a contact to show the ring to or talk to anyone in person.This ring is of extremely poor quality and not the durability they say it is and they refuse to even look at it or talk to us. They say that they are unwilling to talk to us any further and that our case is being closed.

• Initial Complaint

  07/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a chain from Michael Hill Jewelers located at ********************************************************************************************. When I inquired about the return policy at the time of purchase, I was told I had 30 days to return the item, with no mention that it had to be in brand-new, unworn condition. Encouraged by the sales representatives to wear the chain out of the store, I did so, not realizing this action would nullify my ability to return it. When I attempted to return the chain, the store manager informed me that used items cannot be returned. The manager's explanation was that the chain could not be resold and would need to be discarded, yet an exchange was offered, which contradicts this reasoning and indicates the chain is in pristine condition, as well as goes against their own Change of mind policy.Furthermore, the return policy exclusions mentioned on the receipt include earrings, engraved products, resized rings, and special/custom items, but do not clearly state that used items are non-returnable. This omission is misleading. I feel the employees were not transparent and the policies were not clearly communicated. Despite my repeated requests for a refund, my concerns were dismissed. The regional manager upheld the decision not to refund the item, despite the misleading and inconsistent information provided by the store staff. I am seeking a full refund for the chain due to the miscommunication and deceptive practices by Michael Hill Jewelers' staff.Date of purchase: Jun 6, 2024

  Business response

  07/30/2024

  Dear Better Business Bureau, 
  
  
  We are writing in response to the complaint made by ********************* in respect of his purchase of a chain from our Hillside store on 6 June 2024. We have reviewed the background to this complaint and will provide ************* a refund, as he has requested, conditional on the chain being returned to the Hillside store. We will liaise directly with ************* to arrange the refund.
  
  
  Kind regards,
  Michael Hill **************** Team

  Customer response

  07/31/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  03/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  BBB unable to locate business

  More info

  Bought a wedding rings from *********************** at *************** in ********. And they sized it down as small as they are willing to make it but still too large for the finger. They are refusing to replace it with the proper size or stand behind there extended warranty. And refuse to help resolve the issue. I have tried calling *********************** ****** but number says not available to take calls

• Initial Complaint

  03/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  BBB unable to locate business

  More info

  We purchased a bracelet for $3,390, on February 8, 2024. I wore it once on my birthday and it ruined my dress because the bracelet is defective, it doesn't close properly and it pulled strings from my dress.I went to the store where we purchased from, in *************, and asked them to exchange my bracelet with a new one. The manager pulled out a pair of scissors from a drawer and tried to force the latch of the bracelet in front of me. I told her this is unacceptable, and asked her to order a brand new bracelet for me.She agreed to do that but it took 2.5 weeks until she got the new bracelet. When I went into the store I asked her why it took do long, and she replied that actually she's not obligated to do the exchange for me. I left the store and called Michael Hill ***************** as I was very frustrated after 3 weeks since the purchase and still not being able to wear the jewelry. The **************** person was not able to help with anything, they suggested I write an email. The next day they responded to the email saying they will try to contact the ************* store.In the meantime I went back to ************* store and asked to see the bracelet that was ordered to replace the defective one. It turns out this bracelet had a scratch. The sales person said that she will order a new one for **** contacted the **************** again and asked them to arrange for me to deal with a different store, since the one in ************* is selling such low quality jewelry and the manager has such a bad attitude and poor human relation skills. The **************** didn't do anything to this day, March 13, and I still can't wear my bracelet for which I paid $3,390 more than a month ago. I also requested a compensation for my damaged dress due to the faulty bracelet. To this day nothing had been done.I am asking to be able to go exchange my bracelet at another Michael Hill location than *************, and to be compensated $300 for the damaged dress.

• Initial Complaint

  03/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  BBB unable to locate business

  More info

  Date of purchase- ******* 21st,2024 Amount paid- $930 approximately (my Fiance paid)Date I received the ring- February 21st,2024. I was never told I would be unable to return the ring if I didnt like it after receiving my order. I decided after a week and a half that it was not worth $930 because I just did not see myself wearing it forever. I was also never made aware that my ring was a special order. The way the employees spoke, it seemed as though they did not have a White gold version in stock and they could just order one in for me. I was not made aware that I was making a custom ring. There was no explanation about any return policies about the item. So on March 4th, 2024 I decided to go to the store and return my ring. I explained to the employee that I wasnt happy about the choice I made. She then told me there was absolutely nothing they could do for me. I broke down in tears and she barely said a word. Both the employees just looked at me while I cried and said aw dont make us cry. And that was all. I am so devastated that I was not told about the fact it was a special order and that I would not be able to return it. All I want is a refund or even an exchange if anything.

• Initial Complaint

  01/26/2024

  Complaint Type:

  Product Issues

  Status:

  BBB unable to locate business

  More info

  I bought diamond earrings online but never received the diamond certificate. I've been waiting for it to be shipped. The earrings cost $1799+ ******** dollars after tax. I've contacted customer service via email, Instagram, and ******** Messenger. They assured me it would be shipped soon. However, ***** from Michael Hill, St. Vital store in ********, called and suggested picking up the paperwork in person. I purchased online to avoid going to the store; is it my fault the certificate wasn't included? I don't care about the warranty, just need proof of my diamondsa certificate. I even suggested email as an alternative. Additionally, an agent named ***** told me that they couldn't include the certificate because I bought earrings below $999, which is obviously incorrect and failed to check the information properly. Still waiting

• Initial Complaint

  01/26/2024

  Complaint Type:

  Product Issues

  Status:

  BBB unable to locate business

  More info

  I bought diamond earrings online but never received the diamond certificate. I've been waiting for it to be shipped. The earrings cost $1790 ******** dollars after tax. I've contacted customer service via email, Instagram, and ******** Messenger. They assured me it would be shipped soon. However, ***** from Michael Hill, St. Vital store in ********, called and suggested picking up the paperwork in person. I purchased online to avoid going to the store; is it my fault the certificate wasn't included? I don't care about the warranty, just need proof of my diamondsa certificate. I even suggested email as an alternative. Additionally, an agent named ***** told me that they couldn't include the certificate because I bought earrings below $999, which is obviously incorrect and failed to check the information properly. Still waiting

• Initial Complaint

  11/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  BBB unable to locate business

  More info

  I purchased a lifetime care plan when I bought my rings which covers re-sizing. I took my ring for re-sizing and got a call to pick it up after repairs. I went to pick up the ring and I was shocked by how thin they looked and felt. When I asked why are they so thin, the representative serving me said that it happens when sizing up. So I tried them on to see if they fit properly and found that they were still too tight. So, I asked them to measure them on their measuring rod and found out that they were still same size as I gave them. The only difference was that they were thinner now. When I raised my concern to the store manager *******, she told me that the rings were not sized because they need extra ****** which would cost me $800. But when I gave them to down size, I didnt receive the extra metal back or anything from them after the repairs in the past. But I need to pay $800 to add extra metal to up size? It feels like they really need to be mentioning all the fine details when they sell their so called amazing lifetime care plan. I am also concerned that they shaved away metal (gold) from my rings so that I would have to spend $800 to size up. I was scammed and I really wished that I had made them weigh both rings when I gave them for re- sizing. I am not sure what happened but they are so thin and if I wear them, they will break from the bottom. They dont even want to take responsibility of anything. I will not trust them ever again. **** also let my friends and family know to not trust them with their precious jewelry. I have some proof of weight of my *********** will be contacting some news media with my findings.

• Initial Complaint

  11/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  BBB unable to locate business

  More info

  My son purchased a necklace 2 years ago along with the warranty. And in the time the necklace continued to nreak. He went back sever times. And each time he went they poorly repaired it. So he went to square one *********** spoke to manager *** and she refused to give back the 2 inches that were removed from a 18 to 16. Inch now it doesn't fit. When my son asked where is the 2 inch you removed she said we keep it. He said no I paid for it and I want it back she declined and said we will get back. So not only did they not repair the necklace properly they stole 2 inch gold from the original and refused to give back . I want justice.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩