Shockingly poor customer service, largely due to the store manager.nnI attended the store well before the advertised closing time, yet the manager and staff member were closing the store. This alone was unprofessional, but the situation worsened when after showing the staff member twice a photo of the exact earrings I wanted to purchase she gave me the incorrect ones. An honest mistake. I returned promptly the next business day to resolve the issue by exchanging for the pair of earrings I had requested and shown them. The store manager refused the exchange.nI then followed up with Michael Hill head office. They contacted the store manager who then made a false claim, stating that I had been shown two different earrings and chose between them. This is completely untrue and appeared to be an attempt to justify refusing a reasonable request rather than dealing with the issue honestly.nnInstead of listening or offering any solution, the manager was dismissive, defensive, and lacking basic customer care. Their attitude and willingness to misrepresent the situation reflects extremely poorly on the store.nnBetween closing early, refusing to assist, and lying to avoid accountability, this experience has ensured I wonu2019t return. A real shame, as this comes down to one individual whose conduct undermines the business entirely.

Was stock on view that I was interested in but had checked beforehand. Only one person serving another customer when we were browsing and ready to select. Waited and then another staff came out. Was ok experience but not a shoot the lights out 10

Sharon was amazing! Super friendly, helpful, and really knew her stuff. She made the whole experience easy and stress-free. If youu2019re heading to Michael Hill at West Lakes, definitely ask for Sharon!