Shiels | Carindale

Disappointing customer experience at the Carindale store on Saturday 07/02/2026 (~1:35pm).nnMy partner and I waited at the counter for 2u20133 minutes despite three staff present and were not greeted or acknowledged. Two staff continued chatting/packing while looking at us. Only after a male staff member noticed did Grace stop her conversation and assist us. There was no greeting, just u201cwhat can I do for youu201d.nnI had two rings on hold under u201cHarrisonu201d. Before returning with them, Grace asked my partner for ID without explanation and then placed her driveru2019s licence in a locked display cabinet behind the counter without our consent. This felt inappropriate and insecure. Other customers trying on jewellery were not asked for ID, and I was not asked at another Shiels store the week prior when viewing multiple rings of far greater value. The policy seemed inconsistent.nnProduct knowledge was limited, with answers such as u201cit should beu201d or u201cIu2019m pretty sureu201d to basic questions (e.g. claw material and ring size). Although both rings were said to be size Q, they fit differently. During the ~10 minutes my partner spent comparing the 2ct and 3ct lab-grown diamond rings, the attendant appeared disengaged, offered little guidance, and showed minimal interest in assisting whilst huffing and fiddling with her fingers.nnWe purchased the 3ct ring for $3000 cash, with the care plan balance paid by card. The staff member disgruntled with this said u201cIu2019m going to have to count this and make sure itu2019s all thereu201d which is expected when dealing in cash Iu2019d assumeu2026nnThe care plan was incorrectly completed (wrong product description and POS number). When we asked for it to be corrected, the amendment was made by drawing an arrow rather than issuing a new plan. We were advised it u201cshouldnu2019t be a problem,u201d despite having had prior issues with care plans where accuracy mattered. We later noticed the address on the receipt did not match the care plan, creating further concern.nnOverall, this was a poor experience from start to finish. After avoiding Shiels for many years due to a previous issue, this visit reinforced that decision. I will only return if necessary for care plan matters.nnCustomer service, product knowledge, and ID handling procedures clearly need improvement. The lack of engagement and multiple errors were disappointingnnA complaint was filed with the contact form on the website but I feel I should add a review to stop anyone else having the same unfortunate experience as I.

We bought a ring costing around $1,000, including resizing, from Carindale Westfield.nOn our receipt, the due date for pick-up was clearly written (about three weeks later).nBefore the due date, we called the shop a few times to check how the order was going, and they kept reassuring us that we would receive it by the due date.nToday was the due date (after three weeks of waiting). When we called the shop, a staff member named Stacey (shift leader) said, in an authoritative tone, that it was just an estimated date and that because it was a busy time, we should wait another week. She did this without any simple apology or effort to help.nI was very upset, and she did not listen to me but kept cutting in and then hung up the phone.nThe way she communicated was extremely poor, unpleasant, rude, and unprofessional.nI asked for a refund because they did not keep the promised due date that was clearly written on the receipt. She said I should contact the head office. So I have to spend my time, not them, to fix this?nNow every time I would see the ring, I will remember her rude voice. I think I canu2019t wear it.nShe should not work in a customer service role. I felt she was trying to show her staff how to fight with customers as a shift leader.nIt happened 17th Dec 2025 around 12pm with Carindale Westfield Shiels

Came into the store this afternoon. Clearly there was customers coming in wanting to buy something. 1x staff serving, 2x other not acknowledging customers. 1 was unpacking a box(could of waited till the store wasn't busy), the other on the floor sorting out watches or something. I was waiting at the counter for at least a few minutes, nothing...walked out and went over to Lovisa to purchase jewellery. By reading the other reviews there is a lack of customer service here.