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Business Profile

Jewelry Stores

Michael Hill

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Jewelry Stores.

Complaints

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

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Michael Hill has 37 locations, listed below.

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    Customer Complaints Summary

    • 23 total complaints in the last 3 years.
    • 4 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:01/08/2025

      Type:Product Issues
      Status:
      Unpursuable
      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.
      Complaint to the Better Business Bureau Subject: Refund Denied for $1,953 Tennis Bracelet Poor Quality and Misleading Policies Dear Better Business Bureau,I am filing a complaint against Michael Hill Jewelers regarding a $1,953 tennis bracelet I purchased on November 29, 2024, at their *********************** location. Less than a month after purchase, the bracelet snapped and brokean unacceptable failure for such an expensive item.When I requested a refund, customer service refused, and the store manager upheld this decision despite my valid concerns. Although they offered to repair the bracelet, I have no confidence that it will not break again in a short amount of time. Given the poor craftsmanship, I am also concerned I could lose the bracelet entirely if it falls off unnoticed.Additionally, the return policy exclusions listed on the receiptearrings, engraved products, resized rings, and custom itemsdo not clearly state that used items are non-returnable. This omission is misleading and was not properly communicated by store staff, leaving me feeling deceived.I am demanding a full refund due to the poor quality of the bracelet, my lack of confidence in its durability, and the unclear policies and miscommunication from Michael Hill staff. I respectfully request the BBBs assistance to ensure this matter is resolved promptly.

    • Initial Complaint

      Date:01/08/2025

      Type:Product Issues
      Status:
      Unpursuable
      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 earrings from Michael Hill's website. BEFORE purchasing I read their refund / return policy which states: If for any reason you change your mind about any eligible jewellery or watch purchase, we will gladly refund the purchase price within 30 days of purchase provided the item/s are returned in As New Condition. The following items are ineligible under our Change of Mind Policy: resized rings (whether resized as part of the purchase or after purchase), engraved items, or special, custom or made to order items. Learn more For purchases made between 28 October 2024 and 25 December 2024, we offer extended returns until 26 January 2025.I then ordered the earrings with confidence thinking that I could return them if they were not good quality. They were low quality, my ear hole reacted almost immediately. I bought 2 pairs and only tried on 1 earring yet I am not allowed to return this low quality defective product, even the pair that I didn't try on. I thought a higher price provided higher quality but was wrong. I don't recommend anyone purchasing from this company.

    • Initial Complaint

      Date:11/16/2024

      Type:Service or Repair Issues
      Status:
      Unpursuable
      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.
      October 31 2024 Purchased a wedding band that was sold to me for ******* when original sticker price was ******* they person brought it from the back room and I was a fit for replacing the band I lost. 2 weeks later I found my old ring and I went to bring the new one back that I did not wear. The manager at Michael hill ****** told me it was scratched and she cant take it back. I explained to her thats the exact way I bought it. She offered zero resolution except to **** it up. She proceeded to tell me dont try to return it to any other Michael hill because she was going to put a note in the system ( which she did.) I would like a refund from this establishment

    • Initial Complaint

      Date:08/11/2024

      Type:Billing Issues
      Status:
      Unpursuable
      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.
      The manager of St.***** took me behind the counter , took all my details and passed it out to some unknown person who called me nest day and then changed passed word my bank manager was very angry , This is not acceptable I would like you to take action

    • Initial Complaint

      Date:07/19/2024

      Type:Service or Repair Issues
      Status:
      Unpursuable
      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.
      December 26th 2023 $900 We bought 2 rings. One 10k gold and one tungsten. We were told to decide which ring and return the one we didnt want.Upon returning the 10k gold ring, were told we couldnt return it because it was scratched.Told the manager that the ring had never left the box other than trying the rings on to decide which one. They would not take the ring back because it can not be resold. We told them then we wanted to return a poor quality ring that scratches and is not as durable as they stated Ultimately told we couldnt return the ring and only course of action was to send this ring off to for warranty work (on a ring that was never worn) Fast forward to June 22nd day of wedding, because we had no option but to keep the ring, my husband wore the ring for the ceremony of our wedding. After putting the ring on at 2:30pm on June 22nd and wearing for the afternoon, the ring was completely covered in scratches and marks. My husband took the ring off and put in the tungsten ring and had been wearing it ever since.We tried contacting Michael Hill customer service online and taking the ring back to Michael Hill store. They classified the scratches as regular wear and tear and will do nothing with the ring, other than sending it back once again for warranty. (This time the ring was worn for less than 12 hours- second time needing warranty work)We have sent pictures to the regional management team online because the in store manager says his hands are tied and he can not do anything, the online customer service is our only option.Again after only looking at the pictures the online customer service says its regular wear and tear and refuse to give us a contact to show the ring to or talk to anyone in person.This ring is of extremely poor quality and not the durability they say it is and they refuse to even look at it or talk to us. They say that they are unwilling to talk to us any further and that our case is being closed.

    • Initial Complaint

      Date:07/08/2024

      Type:Product Issues
      Status:
      Resolved
      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 chain from Michael Hill Jewelers located at ********************************************************************************************. When I inquired about the return policy at the time of purchase, I was told I had 30 days to return the item, with no mention that it had to be in brand-new, unworn condition. Encouraged by the sales representatives to wear the chain out of the store, I did so, not realizing this action would nullify my ability to return it. When I attempted to return the chain, the store manager informed me that used items cannot be returned. The manager's explanation was that the chain could not be resold and would need to be discarded, yet an exchange was offered, which contradicts this reasoning and indicates the chain is in pristine condition, as well as goes against their own Change of mind policy.Furthermore, the return policy exclusions mentioned on the receipt include earrings, engraved products, resized rings, and special/custom items, but do not clearly state that used items are non-returnable. This omission is misleading. I feel the employees were not transparent and the policies were not clearly communicated. Despite my repeated requests for a refund, my concerns were dismissed. The regional manager upheld the decision not to refund the item, despite the misleading and inconsistent information provided by the store staff. I am seeking a full refund for the chain due to the miscommunication and deceptive practices by Michael Hill Jewelers' staff.Date of purchase: Jun 6, 2024

      Business Response

      Date: 07/30/2024

      Dear Better Business Bureau, 


      We are writing in response to the complaint made by ********************* in respect of his purchase of a chain from our Hillside store on 6 June 2024. We have reviewed the background to this complaint and will provide ************* a refund, as he has requested, conditional on the chain being returned to the Hillside store. We will liaise directly with ************* to arrange the refund.


      Kind regards,
      Michael Hill **************** Team

      Customer Answer

      Date: 07/31/2024

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

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

    • Initial Complaint

      Date:03/19/2024

      Type:Service or Repair Issues
      Status:
      Unpursuable
      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.
      Bought a wedding rings from *********************** at *************** in ********. And they sized it down as small as they are willing to make it but still too large for the finger. They are refusing to replace it with the proper size or stand behind there extended warranty. And refuse to help resolve the issue. I have tried calling *********************** ****** but number says not available to take calls

    • Initial Complaint

      Date:03/13/2024

      Type:Service or Repair Issues
      Status:
      Unpursuable
      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.
      We purchased a bracelet for $3,390, on February 8, 2024. I wore it once on my birthday and it ruined my dress because the bracelet is defective, it doesn't close properly and it pulled strings from my dress.I went to the store where we purchased from, in *************, and asked them to exchange my bracelet with a new one. The manager pulled out a pair of scissors from a drawer and tried to force the latch of the bracelet in front of me. I told her this is unacceptable, and asked her to order a brand new bracelet for me.She agreed to do that but it took 2.5 weeks until she got the new bracelet. When I went into the store I asked her why it took do long, and she replied that actually she's not obligated to do the exchange for me. I left the store and called Michael Hill ***************** as I was very frustrated after 3 weeks since the purchase and still not being able to wear the jewelry. The **************** person was not able to help with anything, they suggested I write an email. The next day they responded to the email saying they will try to contact the ************* store.In the meantime I went back to ************* store and asked to see the bracelet that was ordered to replace the defective one. It turns out this bracelet had a scratch. The sales person said that she will order a new one for **** contacted the **************** again and asked them to arrange for me to deal with a different store, since the one in ************* is selling such low quality jewelry and the manager has such a bad attitude and poor human relation skills. The **************** didn't do anything to this day, March 13, and I still can't wear my bracelet for which I paid $3,390 more than a month ago. I also requested a compensation for my damaged dress due to the faulty bracelet. To this day nothing had been done.I am asking to be able to go exchange my bracelet at another Michael Hill location than *************, and to be compensated $300 for the damaged dress.

    • Initial Complaint

      Date:03/07/2024

      Type:Service or Repair Issues
      Status:
      Unpursuable
      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.
      Date of purchase- ******* 21st,2024 Amount paid- $930 approximately (my Fiance paid)Date I received the ring- February 21st,2024. I was never told I would be unable to return the ring if I didnt like it after receiving my order. I decided after a week and a half that it was not worth $930 because I just did not see myself wearing it forever. I was also never made aware that my ring was a special order. The way the employees spoke, it seemed as though they did not have a White gold version in stock and they could just order one in for me. I was not made aware that I was making a custom ring. There was no explanation about any return policies about the item. So on March 4th, 2024 I decided to go to the store and return my ring. I explained to the employee that I wasnt happy about the choice I made. She then told me there was absolutely nothing they could do for me. I broke down in tears and she barely said a word. Both the employees just looked at me while I cried and said aw dont make us cry. And that was all. I am so devastated that I was not told about the fact it was a special order and that I would not be able to return it. All I want is a refund or even an exchange if anything.

    • Initial Complaint

      Date:01/26/2024

      Type:Product Issues
      Status:
      Unpursuable
      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 bought diamond earrings online but never received the diamond certificate. I've been waiting for it to be shipped. The earrings cost $1799+ ******** dollars after tax. I've contacted customer service via email, Instagram, and ******** Messenger. They assured me it would be shipped soon. However, ***** from Michael Hill, St. Vital store in ********, called and suggested picking up the paperwork in person. I purchased online to avoid going to the store; is it my fault the certificate wasn't included? I don't care about the warranty, just need proof of my diamondsa certificate. I even suggested email as an alternative. Additionally, an agent named ***** told me that they couldn't include the certificate because I bought earrings below $999, which is obviously incorrect and failed to check the information properly. Still waiting

    Michael Hill is NOT a BBB Accredited Business.

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