Michael Hill Reviews 190

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.

I purchased a $1,400 watch from Michael Hill online. The watch arrived in a box that was significantly water damaged - to the point where the package itself must have been left outside in a torrential rainstorm - I immediately reported the issue. Michael Hill offered a replacement (but then didn't have a single watch of the same kind to replace it with). Being a gift and on a limited timeline, I had no choice but to accept the watch as-is and purchase a new box and watch strap at my own expense. To make matters worse, MH then insultingly offered a $100 discount on a future purchase to say sorry (as if I would ever shop there ever again). Avoid at all costs, their terrible reputation is well earned and I feel like a fool for giving them a chance at all.

How is this company still getting away with this? Their "policies" are clearly unlawful and judging by these reviews there must be hundreds of complaints to the ACCC - who evidently do nothing, as usual. Consumer protection laws my ass. It's ridiculous.

I just bought the ring and I worn once, I noticed that the ring already scratches. Poor material. I want to send it back.

Purchased a 10k gold anklet and not even two weeks after it fell off and it’s gone. What a waste of $275. I adored it but won’t be buying again.

Michael Hill – DFO Moorabbin

My experience at this store was extremely disappointing and distressing. The staff were aggressive and applied constant sales pressure, creating confusion rather than providing guidance. Management appeared disorganised, leaving the customer feeling misled and unsupported.

I was given false and misleading information regarding the quality and colour of the ring, showing a clear lack of product knowledge and honesty. The service style was conniving and manipulative rather than professional.

Most concerning was the rude, unempathetic behaviour shown toward me, Amaro, where I felt verbally and physically intimidated during the sales process. There was no consideration for the emotional importance of a wedding day, only a focus on pushing a sale.

This level of unprofessionalism and lack of integrity is unacceptable for a jewellery brand associated with such important life moments.

Bought necklace $1000
It broke a month later.
They wanted $120 to fix it because we had not bought extended warranty.
Stay away from this poor quality company ripping people off.

Order earrings online wasn’t what was expected. Went to return in store at the Newmarket location and the sales associate was very condescending and not willing to help.
Said she couldn’t find my recipt in the system and that someonewould call me. Nobody called me so went back to follow up 2 weeks later and she went on to mock the situation.
Not impressed with the customer service

I purchased my diamond wedding ring from this store and, over the past 12 months, I’ve had to have the diamonds on the band replaced four times. The quality is extremely disappointing.

I also purchased a diamond bracelet to wear on my wedding day. I wore it once, and a diamond fell out immediately. I bought the lifetime plan, but when I couldn’t locate the physical copy and returned to the store within the six-month period, they refused to replace the diamond. I questioned why there was no record of my plan on their system, which makes no sense.

Absolutely unacceptable service and very poor jewellery quality. I would never shop here again.

I purchased watch through online system on 26 November 2025.and to collect it at chermcide westfield shopping centre brisbane.

4th December 2025, I received an email from store stating that the watch was ready for collection. However, upon inspection at the store, I was extremely disappointed to find that the watch appeared old and used, with visible scratches on the bracelet and with short band doesnt even fit on my wrist .the watch cost me a furtune $1400 ..The michael hill staff even noticed and realised that the watch are old and scraches and been used for many years probably by someone ..This is unacceptable, disgusting as I had expected to receive a brand-new item.

This purchase was intended as a gift for my husband’s upcoming celebration, tomorrow and the delay has caused significant inconvenience. After raising the issue, I was informed that I would need to wait an additional few days for a replacement. This situation is frustrating, as not only was a defective product provided, but the resolution offered further delays.

I would give Michael Hill Canada zero stars if that were possible. The level of customer service is unacceptable, and the so‑called professional care plan is a complete scam.

I purchased a bracelet in June 2025 and have worn it only five or six times for a few hours. Despite such limited use, the bracelet broke. I brought it back to the store expecting the issue would be covered under both the standard one‑year warranty and the additional three‑year professional care plan that I paid for.

To my shock, the staff and head office customer service refused to honour either warranty and demanded over $100 to repair the bracelet. This immediately defeats the entire purpose of paying extra for a product warranty. The conduct of this company represents a serious misrepresentation of what a warranty or care plan should cover. The bracelet itself is of poor quality and fragile design, completely inconsistent with the image of a professional jeweller.

The bracelet’s quality is extremely poor. In fact, inexpensive costume jewelry from retailers such as Zara or H&M lasts far longer. I expected a a much higher standard of quality and service from Michael Hill.

Consumers deserve honesty, integrity, and accountability. Michael Hill Canada has failed in all three. I will never purchase anything from this company again. Despite sending three emails to online.ca at michaelhill.ca, I have received no response, which speaks volumes about how poorly this company values its customers.

I strongly warn other buyers to avoid this retailer and spend their money with reputable jewellers who stand behind their products and treat customers with respect.

(Reading all the negative reviews online - I wish I had seen them before purchasing from them. Also noticed the generic reply to the negative reviews which just goes to prove lack of care!)

Sales lady don't tell that earings cannot be replaced, it is their company policy. When I want to replace with other design they refuse. Their policy is not acceptable.

BEWARE Michael Hill are reneging on their lifetime warranty replacement diamonds if you haven’t had your stones checked in six months! The amount of money I have spent with this company and to be told this and when I queried were is the customer service email advising customers it’s time to get your stones checked? You should be ashamed! Your founder would be embarrassed.

I had bought a watch for my husband from Michael hill in Johnsonville. The shop now has closed a few years back. I took the watch for the battery to be changed in the Porirua branch. They could not locate the records in the website. Their was a lifetime warranty on the battery. Now I have been told they have to have evidence that I had bought the watch from Michael hill. I had been told that I had to pay for the charges. This means the guarantee that Michael hill gives is false. I don't blame the staff. It not my fault the they don't have records. Now I have the impression that Michael hill's warranty is FALSE.

The team at Micheal Hill tuggerah are amazing especially Jessica she is the most beautiful 😍 person who is always so helpful in whatever you need ... I totally enjoy my shopping experience with her she also was very knowledgeable of all her products that she showed me ...

My husband purchased a white gold necklace for my birthday with care plan. It snapped on the first day - if I didn’t have the care plan I would just be out of pocket. The local store where it was purchased were lovely but unfortunately did not have one in stock to replace it - they sent me to Karryinup where the manager was the most uppity rude female I have encountered. She phoned the local store as she did not believe that I was advised to go there for a replacement. Not my problem if staff within the organisation don’t follow procedures - don’t take it out on the customer as I don’t know or care what your procedures are once a replacement has already been agreed to. I did as I was directed - if you have an issue with it take it up internally. Don’t make out you are doing me a favour - you sell dodgy jewellery and make customers wait 5 weeks for a replacement item - don’t think so! Karryinup manager - you are a disgrace! Check consumer rights in regards to items sold that are not fit for purpose - I thought you would be able to understand the basics as a so called manager. Lose the ego and gain some knowledge.

Michael Hill is pretty decent, but not outstanding. They’ve got a solid range of jewellery — rings, necklaces, watches — and the designs are tasteful. Their staff in-store were polite and professional, though not particularly passionate.

A watch was given to me for my retirement. I already had a very similar watch and wanted to exchange it for the same watch but in a different color. Because the watch was a gift, purchased by a colleague and given to me at a retirement dinner, the 30 day exchange window was exceeded by 6 days and my request was denied. The store in question is in Burlington Ontario. Very poor customer service.

Terrible customer service and terrible products. But love the English people advertising an Australian business, do they think we're idiots?

I have their so called “lifetime care plan”, but every single time I go into Michael Hill to get my rings checked or repaired, they move the goalposts again. One visit it’s covered, the next visit suddenly it’s not! It’s like they make up the rules as they go. The staff give completely different answers every time, and the staff is anything but helpful. I’m over the fake smiles and the endless excuses. It feels like a complete scam at this point. There are far better, more honest, and more affordable independent jewellers out there who actually value their customers, unlike Michael Hill.