Michael Hill | Melbourne

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.nI bought a ring from Michael Hill at the Werribee store u2014 a ring with small ruby stones u2014 and three stones fell out within only 2u20133 months. Completely unbelievable for a supposedly reputable brand. I went to the Bourke Street store because itu2019s 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, u201cThis wonu2019t be covered under warranty,u201d because apparently this was u201cwear and tear.u201dnnLess 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.nnWhen I expressed how stunned and disappointed I was that Michael Hill doesnu2019t 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 u2014 suggesting I wore the ring too often or mishandled it. Not once did he show empathy, professionalism, or even basic courtesy.nnWhen I told him it felt like the store didnu2019t care at all about customer experience, he responded in a threatening, confrontational tone: u201cIf we didnu2019t, weu2019d be having a very different conversation.u201d That remark alone shows exactly how little respect this store has for customers.nnI left the store feeling dismissed, shocked, and genuinely threatened u2014 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.nnDO NOT PUT YOUR MONEY IN THIS STORE. THEY DONT CARE!

I went in to pick up an online order and was fortunate to be assisted by Jovana. She was genuinely warm, attentive, and went out of her way to make sure I received the best possible value. She even checked with her manager and secured an incredible dealu2014 I walked out with nearly double the diamonds for less than the original price of my order. Her professionalism and customer-first approach were outstanding. Iu2019ll definitely be returning, and Iu2019ll be asking for her again on my next purchase!

I called the store with a few questions and spoke with Chris, who spent a great deal of time having a very in-depth and informative conversation with me. When I arrived at the store, he continued to build my knowledge and understanding of rings, showing me many options and explaining all the details. The level of service he provided was the best Iu2019ve ever experienced.nnNot only was Chris incredibly knowledgeable and helpful, but he also stayed almost an hour after the store had closed to speak with me one-on-one, making sure I fully understood all of my options and was 100% confident in my final decision. I left the store extremely happy with my choice and with a much greater understanding of rings. Highly recommend working with Chris.