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Business Profile

Jewelry Stores

Michael Hill Jewellers

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Jewelry Stores.

Complaints

This profile includes complaints for Michael Hill Jewellers's headquarters and its corporate-owned locations. To view all corporate locations, see

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Michael Hill Jewellers has 3 locations, listed below.

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    Customer Complaints Summary

    • 11 total complaints in the last 3 years.
    • 11 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:22/10/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a wedding band for my husband thats been brand new in the box only worn once for a few hours on our wedding. The diamond fell out. We took it back to Michael hill for repair as they have a life time warranty as advertised and as we were told on purchase which was the selling point. The store informed us that the ring can not be repaired because it has multiple cracks in the band and tungsten cant be melted. This is clearly a manufactoring and quality issue on Michael hill. * *** **** **** *** **** ***** *** ***** ***** ****** * *** ****** **** ** *** ****** **** *** **** ** *** ** ** * ****************** ****** I want the ring to be replaced since they are unable to fix the band and the diamond will continue to fall out until the diamond is lost eventually. Alternatively a refund would be ok since the quality isnt there. I want a wedding band that will last with wear.

      Business Response

      Date: 30/10/2024

      Hi, 

       

      Thank you for sending this through to us. 

      So that we can investigate this further we do require some further information. Please confirm the name of the Michael Hill store, this complain relates to and attach a copy of the receipt, along with any images of the ring in question. 

       

      Kind regards. 

      Sarah 

      Customer Answer

      Date: 31/10/2024



      Complaint: ********



      I am rejecting this response because: Nothing is resolved. Store is ******* **** ** *** **** **** toronto ont. The ring is at your store**** *** *** ** **** ** ** ******** *** **** *** ******** ********* 



      Sincerely,



      ********* *********

      Business Response

      Date: 12/11/2024

      Dear *********, 

      Thank you for your response.
      We have escalated this matter and discussed this with the relevant retail
      business leaders.

      The Michael Hill ******* store
      manager (Zack) has tried to contact you several times, by email and phone to
      discuss this matter with you, and has left voicemail messages. 

      While Michael Hill remains of
      the view that the ring is not defective, given the signs of wear on the ring,
      we have decided that, as an act of good faith and without any admission of
      liability, we will provide you with the following two options:

      You may elect to receive a
      store credit for the price you paid for the ring. This can be used to
      purchase a new ring. If the price of the new ring is greater than the
      amount of the store credit, you will need to pay any shortfall. If the
      price of the new ring is less than the amount of the store credit, the
      store will issue you a Michael Hill gift card for the remaining amount. If
      you elect this option and the ring has not already been returned to the
      Michael Hill store, the ring will need to be returned prior to processing
      the store credit; or

      Alternatively, as the
      diamond has been put back into the ring, you are welcome to take the ring
      back as is (however, given the condition of the ring, we note that there
      is a real risk that the diamond will come out again). 

      Please reach out to the store
      via email or phone to advise which of the above options you would like to elect,
      and to arrange an appointment with the store manager to process any necessary
      store credit or product collection. 

      We trust the above satisfies
      your concerns, and look forward to seeing you in store again.  

      Kind regards,
      Matthew K********
      Senior Legal Counsel

    • Initial Complaint

      Date:04/10/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Ring purchased September 10 2024. Ring did not arrive on time from re-sizing for intended purpose. Called multiple times to ask about where it was and express disappointment in the fact that it was so late. Manager finally talked to me after the ring arrived for pick up and did not offer any solution or offer any sort of compensation or even take accountability.

      ******* *** ******* ** **** ******** **** **** * ******* ** **** ******** ******* *** ****** *** ** **** ** *** **** **** ** ******** 

      Business Response

      Date: 18/10/2024

      Dear ******** **


      We have agreed with ***** ******** that she can keep the product and receive a $500 reimbursement as a gesture of goodwill. This reflects the outcome requested by the customer. The customer has agreed to attend the ****** *** store over the weekend. Please let us know if you require confirmation when this resolution has been actioned.


      Kind regards,
      Michael Hill Customer Services Team

    Michael Hill Jewellers is NOT a BBB Accredited Business.

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