Michael Hill | Robina

I went in store today and bought a pair of earrings for my daughteru2019s birthday. I had THE BEST customer service from Melia. She was friendly, knowledgeable and went to huge efforts to help me today. When I informed Melia about my daughteru2019s school jewellery policy, she had several suggestions which were all very suitable. She was patient, professional and not pushy at all. The store had quality products, however it was the customer service which made the sale today!

Popped in for a browse u2014 staff were friendly, not pushy, and happy to chat even though we didnu2019t buy anything this time.nnWe found out they offer credit if you bring in old jewellery eg gold (they do need to send it away to be assessed first), which was good to know for the future.nnThe storeu2019s easy to find inside the centre, clean and bright, and the team made it a no-stress experience.

I had an awful experience with Michael Hill Jewellery and I will never shop there again.nnI purchased the Cultured Freshwater Pearl Drop Huggie Hoop Earrings and Pendant Necklace Set in Sterling Silver in July last year. It is now only January and the pearl has already fallen off both of the earrings.nnI initially went to Wallace Bishop by mistake, thinking it was from there. They were immediately happy to mark it as faulty and replace it with no fuss. Amazing customer service.nnOnce I realised the set was actually from Michael Hill, I went there instead and the experience was the complete opposite. The male staff member told me the pearl fell off because u201cgirls take hot showersu201d which is honestly one of the most misogynistic and ridiculous explanations I have ever heard. For the record, I do not take hot showers. And even if I did, that explanation makes zero sense because both the earrings and the necklace are glued on the exact same way. If it were my fault, the necklace would also be falling apart, which it is not.nnMichael Hill then told me they could send the earrings away to a jeweller which could take 2 to 4 weeks, or alternatively gave me the number of a local jeweller. Why should I have to wait weeks or pay out of my own pocket to fix something when the item is clearly faulty and only a few months old??nnTo make it worse, the staff member was openly checking me out while serving me. Completely inappropriate and uncomfortable.nnThe service was dismissive, disrespectful and unprofessional. I felt blamed for a clear fault in the product and spoken down to. When you compare this to Wallace Bishopu2019s immediate and respectful response, the difference in customer service is honestly astounding.