Complaints

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

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• 

  Michael Hill

  Oak Brook, IL 60523-3900

• 

  Michael Hill

  4202 N Harlem Ave Ste A Norridge, IL 60706-1200

• 

  Michael Hill

  32 Oakbrook Ctr Oak Brook, IL 60523-1810

• 

  Michael Hill

  Shop D- 104 Woodfield Mall Schaumburg, IL 60173

• 

  Michael Hill

  205 Stratford Square Mall Bloomingdale, IL 60108-2210

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.

• Initial Complaint

  Date:01/26/2024

  Type:Product Issues
  Status:

  UnpursuableMore info

  Complaint statuses

  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 $1790 ******** 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

• Initial Complaint

  Date:11/08/2023

  Type:Service or Repair Issues
  Status:

  UnpursuableMore info

  Complaint statuses

  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 lifetime care plan when I bought my rings which covers re-sizing. I took my ring for re-sizing and got a call to pick it up after repairs. I went to pick up the ring and I was shocked by how thin they looked and felt. When I asked why are they so thin, the representative serving me said that it happens when sizing up. So I tried them on to see if they fit properly and found that they were still too tight. So, I asked them to measure them on their measuring rod and found out that they were still same size as I gave them. The only difference was that they were thinner now. When I raised my concern to the store manager *******, she told me that the rings were not sized because they need extra ****** which would cost me $800. But when I gave them to down size, I didnt receive the extra metal back or anything from them after the repairs in the past. But I need to pay $800 to add extra metal to up size? It feels like they really need to be mentioning all the fine details when they sell their so called amazing lifetime care plan. I am also concerned that they shaved away metal (gold) from my rings so that I would have to spend $800 to size up. I was scammed and I really wished that I had made them weigh both rings when I gave them for re- sizing. I am not sure what happened but they are so thin and if I wear them, they will break from the bottom. They dont even want to take responsibility of anything. I will not trust them ever again. **** also let my friends and family know to not trust them with their precious jewelry. I have some proof of weight of my *********** will be contacting some news media with my findings.

• Initial Complaint

  Date:11/06/2023

  Type:Service or Repair Issues
  Status:

  UnpursuableMore info

  Complaint statuses

  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.

  My son purchased a necklace 2 years ago along with the warranty. And in the time the necklace continued to nreak. He went back sever times. And each time he went they poorly repaired it. So he went to square one *********** spoke to manager *** and she refused to give back the 2 inches that were removed from a 18 to 16. Inch now it doesn't fit. When my son asked where is the 2 inch you removed she said we keep it. He said no I paid for it and I want it back she declined and said we will get back. So not only did they not repair the necklace properly they stole 2 inch gold from the original and refused to give back . I want justice.

• Initial Complaint

  Date:08/17/2023

  Type:Service or Repair Issues
  Status:

  UnpursuableMore info

  Complaint statuses

  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 ring from Michael hill village green in ****** ** In December 2022, I purchased said ring through financing with their Michael Hill card for $4499 I have not missed a payment. Shorty after purchase a month or so after a baguette diamond and a smaller diamond fell out of the ring. I went back to store to explain that diamonds had fallen out I, was given the option to exchange the ring for a different model or re make the current ring I had from scratch to avoid this happening again I was told by the manager it would not and my situation was not a normal occurrence. My wife and I looked at all the rings they had in inventory and she did not see any she liked so we decided to have the ring re made from scratch because she really wanted that ring and it was the one we picked out together. We received the re made ring which was a newer model of the same ring on march 30,2023 sometime in May 2023 the same thing transpired in the brand new ring and a diamond is missing. I have been in contact with Michael hill and they are only offering to fix the ring I believe this ring is defective since this has happened twice now and to a brand new ring specialty made for my wife it has been less then a year and the amount of times the ring has been sent away or being repaired we have barley had it in our possession. I am not getting the proper product or ring in wearable order I was promised and would like a refund I have been calling talking to Michael Hill Village Green directly and I have filled multiple complaints with customer service and have only been given the option to fix the ring we have tried that already and it did not work. My wife does not want another ring from them and i am not satisfied with my product or what has happened and would like to be refunded. Pictures of ring attached as well as receipts thank you.

• Initial Complaint

  Date:08/10/2023

  Type:Product Issues
  Status:

  UnpursuableMore info

  Complaint statuses

  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.

  My boyfriend bought an engagement ring at this store on Aug.04, 2023, we were not a diamond expert, so just tried the size and looked at *********** before paying for it, when we reached home and did some research, we decided to return it (I only tried twice at home before bring it back to the store) and went to their Newmarket store on Aug.08, they approved the refund but saying that the value is too high we have to go back to the original store, we called the store manager at square one and he told us we don't have to go back (which is listed on their website we can return it to any store). On Tuesday, we went to ************* location which is close to our working place, the lady there denied the return in just 10 seconds saying that the ring is worn, without checking it carefully and kicked us back to square one and even called the store manager there telling them do not return it for us. For sure the manager used the same reason that the ring is worn, but the thing is it is a display item, anyone can walk in the store to try it. As I mentioned, we are not experts, we do not know what to check before taking it home, not to mention they used some magnifying glass to looked to find the so called worn. So we asked the manager to take some display rings from their store for us to compare the condition, the rings he took is even worse than what he sold to us and he still denied that the ring was sold to us like that. We have no proof that the ring was worn because we cannot tell it by our eye and no way I only tried it twice at home with my hand hanging not even touch anything expect my finger or air made the ring worn. They kicked us to their ********* head office, we do not understand, they have stores all over ******, they have district manager in *******, why we have to contact ********* refund. Our engagement date is approaching, and we cannot buy another one before return this which is really frustrating. Now we just want to return it and get our money back.

  Business Response

  Date: 08/25/2023

  Dear BBB ******* and N. ********, 

  This complaint has been addressed to ********* Jewellers, but delivered to Michael Hill's online ******** Services contact details.

  Please could you confirm it is correct for this complaint to be managed by Michael Hill?

  The details in the complaint reconcile with recent communications we have had with a customer but are hoping to double check (especially as this relates to a customer purchasing in *******, ****** customer, and not a customer purchasing from *************** ********. 

  If you are able to confirm, we will provide a timely response to the customer and proposal to resolve. 

  Kind regards,

  ******

   

  Customer Answer

  Date: 08/25/2023

  Hello, thanks for getting back to me, however, there is a mistake on the business name, it should be Michael Hill Jeweller at ************************** in ***********, *******, ******, can you please correct it before we goes to the next step?

• Initial Complaint

  Date:08/02/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Hello i placed an order and it wasnt received. I contacted the courier and michael hill multiple times starting from last week and i have no heard anything back. It is a high value item that was supposed to be signed for but they just left it at my door apparently. Please help me. No one is helping

  Business Response

  Date: 08/02/2023

  Hi Team, 

  Thank you for notifying us. 

  At this stage, our team have raised an investigation with the courier. These investigations generally take around 1-2 weeks. Once we receive an outcome from the investigation, the customer will be notified and an outcome provided. 

  Please advise at this time if you require any further information. 

  Kind regards

  Customer service

• Initial Complaint

  Date:05/21/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Hello,I would like to speak to the person who is in charge. I purchased a diamond bracelet in ************* in ************** from you guys for $1000! and after getting opinions and doing my test its worthless and definitely not 1000$ worth its only silver and tiny stones. I want my money back ASAP. I was ripped off and I cant believe you guys are selling this garbage that is worth no more than $50. I want you to make this right or Ill be taking this to small claims courts and letting everyone know what a joke this company is. Make this right.

  Business Response

  Date: 05/23/2023

  Dear Customer Relations Representative, 

  On 17 September 2021, ******************************* visited our store at ************** in *************, *******. He purchased a SIL 0.25TDW ********* Bracelet for $250 (SKU ********). On 18 September 2021, ************************* came back to the store to return the bracelet under our Change of Mind policy. He chose to exchange the original bracelet for another bracelet: a SIL **** TDQ ********* Bracelet for $1,000 (SKU ********). Michael Hill offers a Lifetime **************** with all diamond products. We ask customers to bring their items instore for routine inspection every six months. Should a diamond chip, break or be lost from its original setting during normal wear, Michael Hill will happily replace the diamond free of charge for life. The Lifetime **************** includes the labour and material costs associated with the repair or replacement.  

  On 21 May 2023, the customer made a complaint to the ********************** requesting to return the bracelet and receive a refund. Our Change of Mind policy is clear instore and online: a customer can change their mind about any eligible purchase and we will glad refund the purchase price, provided the item is returned to ** instore within 30 days of purchase. This policy was also explained to ************************* when he purchased the original bracelet on 17 September 2021, and again when he exchanged his original purchase on 18 September 2021. ************************* was provided all documentation with his purchase and the bracelet purchased was as described. 

  Our 30-day Change of Mind policy is provided voluntarily by Michael Hill, as we are under no obligation under ******** consumer law to accept returned items unless they are defective. However we will always uphold our Change of Mind policy for eligible returns. ************************* has made no suggestion that the bracelet is defective. 

  Michael Hill is proud to offer good quality products and value for money with fair and reasonable prices. At no time were any misrepresentations made to ************************* about the quality or value of the product. The bracelet was accurately described as having a Total Diamond Weight of 1 carat and made of sterling silver. At any time before or after his purchase, it was open to ************************* to conduct his own research on pricing for comparable products. Prices vary depending on materials, diamond weight and diamond cut. We proudly stand by our competitive pricing for quality products. 
  
  At the time of his complaint to the BBB, ************************* had owned the bracelet for over 1 year and 8 months. This is outside our 30-day Change of Mind policy and, to the best of our knowledge, ************************* is not attempting to rely on the Lifetime **************** for any damage to the bracelet or any claim of defect. 

  It is our view that ************************* was aware of our 30-day Change of Mind policy when making the purchase and we are under no obligation to refund a returned item that was purchased 1 year and 8 months ago.

  Customer Answer

  Date: 05/24/2023

   
  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. However *********************** is an awful company with products sold for way over priced and for that they should not exist. Appreciate you getting this message to me, but they should be ashamed. All of those people that company. 
  
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:05/17/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  In Aug 2019 my wedding band was purchased at ***********************. We got it at the store with a family friends discount from *************************** who was an employee there. My ring has been serviced every 6 months without issue Until Dec 2022. I took my ring in with a missing diamond and asked for it to be replaced fixed and dipped. I was told my paper work wasn't filled correctly and I had lost my coverage for the diamond care. Incorrect. This ring has always been serviced every 6 months on time the same as my other ones. The manager was very ignorant and argued the whole time saying I lost my diamond care but could have it dipped. Skip forward to today. I bring them in as they are due for a dip and check. I go to the store with the 2nd missing diamond now since the service wasn't complete in dec 2022 due to the manager. I was told today the ring was not my ring and that is was ******************* ring and I purchased it from her and that I didn't have any coverage or right to my policy I PAID for ! This is untrue and is completely uncalled for. I was denied service, insulted, and treated with disrespect. I want something done.

  Business Response

  Date: 06/06/2023

  Dear BBB,

  
  On August 10 2019, ******************************* purchased a 10W .34TDW RB ******* Ring (Ring) and a ************************** Plan (*****) for a total of $507.26.
  With every diamond product sold by Michael Hill, we offer a Lifetime **************** (****) free of charge. Under the ***** we replace a diamond free of charge for life should a diamond chip, break or be lost from its original setting during normal wear.

  
  The terms and conditions of both the ***** and the **** are provided to customers at the point of sale and are available online. These terms and conditions specify that the customer must attend their nearest store every 6 months for a routine inspection by staff to retain the validity of the ***** and the ****.

  ****************** purchased the Ring and the *** under a discount scheme available to a now-former staff member, ****************************. In discussions with our Regional Manager, ****************** has confirmed that she is not a family member of *******************, but was offered the staff discount by ******************* as she also worked in the ************************* (where the ********* store is located). We understand from our records that ******************* processed the Purchase under Ms ********* name in order to apply the staff discount.

  
  On September 10 2021, ****************** attended the ********* store to request a repair to the ring under the ***** and the ****. Although ****************** had not complied with the 6-monthly inspection requirement of ***** and the ***** the ********* store agreed to reinstate and honour the ***** and the **** as a gesture of goodwill. At that time, the store staff set up new paperwork for the **** for ******************** ring. This is attached to this response as Item A and clearly notifies the customer than ********* inspections are required.

  
  In October 2022, ****************** attended the ********* store to request a further repair to the ring under the ***. The store manager made best efforts to attend but unfortunately, due to non-compliance with the 6-monthly inspection requirement under the ***** and the ***** the manager was unable to reinstate ***** and the **** on a further occasion. Our Regional Manager also discussed this with ****************** and her husband at the time, who confirmed they had received copies of the ***** and the **** paperwork that flagged the requirement for 6-monthly inspections.

  
  In May 2023, ****************** attended the ********* store to request a repair to the ring under the ****. Again, unfortunately we were not able to assist ****************** with this repair due to non-compliance with the 6-monthly inspection requirement. After considering our records relating to ******************** Ring, we were able to repair the Ring under the *****. Our Regional Manager called ****************** directly and confirmed with her that the ***** would be reinstated as a gesture of goodwill, and also confirmed that the **** had lapsed and could not be reinstated.

  
  To resolve this complaint by ******************, we agree to again reinstate and honour the *****. We are not in a position to reinstate the **** for ****************** given the period of time that has lapsed since this was first provided to ****************** for the Ring in August 2019 and her failure to comply with the 6-monthly inspections. This has been communicated to ****************** on at least three separate occasions.

  
  Although ****************** has claimed that she was not made aware of the 6-monthly inspection requirement, we had previously made an exception in September 2021 to reinstate both ***** and the ****. We made a further exception in May 2023 to reinstate the ***** and repair the Ring. During the occasions described in this response, the 6-monthly inspection requirements were flagged with ****************** and we supplied the documentation that outlines her responsibility to attend the regular inspections.

  
  If ****************** is able to attend our ********* store, our store manager can supply her with new documentation for the reinstated *****. This will specify that the ***** is subject to conditions, including the 6-monthly inspection requirement. We will also ensure that the ***** in issued in ******************** name, and not in the name of the member of staff from whom she was able to access the staff discount price for the Ring.

  
  Kind regards,

  Customer Answer

  Date: 06/07/2023

   
  Complaint: 20073442
  
  I am rejecting this response because: I had the ring inspected every six months since purchase up until covid in 2021.. when the ring was first repaired it was in warranty and was fine no issues with not following the 6 month warranty.  I was given new paper work due to the pages being full. At this time it was not signed by your employee. It was filled out but no signature after the diamond was replace.   I have a wedding set that is from charm diamond and they have always went in at the exact same time and they have always signed the paper work. You are also incorrect with me wanting the diamond replaced as of May. When I came to the store in May I asked that it be sent to be dipped and I was told I couldn't because the ring was not mine. I appreciate that I can have it sent out to be dipped. But this is not ok how the manager has handled everything. I had never had an issue ever like this before and the way I have been treated makes me never want to recommend or purchase from you ever again. 

  
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 06/12/2023

  Lifetime ***************** Plan
  As noted in our earlier response, we agree to reinstate the Lifetime ***************** Plan (LT***) for ******************** ring. We will note this is an exception made in good faith as it states in our *** Terms and Conditions and online that *** cannot be transferred to any other person - an extract from these Terms and Conditions is set out below:

  This document (including the purchase receipt attached as part of it) forms a binding legal contract (referred to hereinafter as the Plan) between you, the purchaser, and Michael Hill Jeweller (******) Limited,Business Number ***** **** RC0001. By purchasing it, you understand that it is such a contract and acknowledge that you have the opportunity to read the terms and conditions set forth herein. You are not able to transfer this Plan to any other person. This Plan is not a contract of insurance.

   As the ring and *** were purchased in ****************** name and ****************** benefitted from a staff discount (despite not being a staff member), we are making an exception to transfer the *** to ******************** name in good faith.

  We would also like to correct our earlier statement that it is a condition of the LT*** to have the ring inspected instore every six months this is only a condition of the Lifetime **************** (****) which ****************** failed to comply with. However this clarification does not alter our response to ******************** complaint or our proposed settlement to reinstate the LT***. 
  
  Lifetime ****************
  In October 2022, ****************** told the Michael Hill Regional Manager, ***********************, and the current Store Manager that she had not been given or explained the **** when she first purchased the ring. ****************** also confirmed that she did not keep the original paperwork or receipt which is why there was an exception made in September 2021 to reinstate the ****. However,******************** most recent correspondence states that she had the paperwork from August 2019 and it was full, which is why a new copy was issued to her in September 2021, we do not feel this is true given previous statements.

  
  In addition, the terms and conditions of the **** are available in the original paperwork (from August 2019), the reinstated paperwork (issued to ****************** in September 2021) and online. We are not in a position to reinstate the **** for ****************** given the period of time that has lapsed since the **** was first provided to ****************** for the ring in August 2019 and her failure to comply with the 6-monthly inspections. This has been communicated to ****************** on at least three separate occasions. 

  Customer Answer

  Date: 06/14/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that the business does not want to admit the wrongs of the manager and that is fine. I will accept what they are willing to do and just know never to purchase again  or recommend the store to anyone. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:05/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 lost a diamond on my ring. Took it in for repair but when it was returned the clause were jagged and they cracked the shank when re-rounding my ring. Sent it for repair but they carched me saying they didn't crack the ring. 7 days after I got it back, I lost another diamond. They said all the clause needed work. When I said why didn't you inform me this after the first repair, they said I declined it. This was not true. Each time they had my ring for almost 3 months. I had all the clause redone to what they said was like a new ring. A couple months later the shank cracked again. This is now the fourth time I have taken the ring in. I took it back in for repair and they said it wouldn't be under warranty because I never had it repaired. When I said I did on the second repair, they said it just says repair broken ring. So because they did not put any description in on the invoice they refused to warranty it. I have documentation that this issue was repaired as I had called ************* times because the store would not honor their work. It was the *********************** jewellers in West ******** mall.

  Business Response

  Date: 05/22/2023

  Dear ************,

  
  On May 7 2022, Mr ********************************* came into our West ******** store with a ring that was out of shape,and also missing a diamond. Please see the two photographs attached, dated May 7 2022, of the ring.
  
  As part of our repairs service, we arranged to repair the ring and receive two quotes: 
  To reshape the ring and add a diamond to the missing diamond; or
  To reshape the ring and also reset all the claws and diamond to manufacture level.

  
  Due to the price difference, *********************** opted for Option 1 (the cheaper option) to fix the ring. We managed this repair and Mr ********** was happy with the service.
  
  On August 17 2022, *********************** visited ** instore again, claiming that the diamond was missing from a different part of the ring. *********************** wished to make have this issue repaired without any charge.We managed this repair and Mr ********** was happy with the service.
  
  On 30 November 2022, we obtained a quote to fix all claims of the ring and have all diamonds reset. This would resolve the issues identified when *********************** initially chose Option 1. *********************** was initially unhappy with this quote and we were able to arrange the repair at half the quoted price. Following the service,*********************** was pleased with the repaired ring.
  
  On April 28, 2023, *********************** came back to the instore claiming that the ring is damaged again. Please see the two photographs attached, dated April 28 2023, of the ring.
  
  As you can see in the photographs (comparing May 2022 with April 2023), the ****** on the ring are the same. The ring was not sent for resizing. As part of the April 2023 service, the ring was not touched other than polishing, cleaning, and rhodium plating and also the work on the diamond replacement. 
  
  The customer has been contacted last week and has accepted that this matter is being resolved outside of the BBB. Please let us know if you require any further information in respect of this particular issue, otherwise we believe that *********************** has agreed to withdraw this dispute.
  
  Kind regards. 

  Customer Answer

  Date: 05/30/2023

   
  Complaint: 20053111
  
  I am rejecting this response because:
  Hi,
  
  I didn't respond to the last email as I was allowing time for Michael Hill Jewellers to get back to me. Yes I had a conversation with them and they said they were going to do a few things for me but it has been another 3 weeks since I talked to the manager and have not heard anything more. They still have my ring and I am worried that they may have just brushed me off after promising to fix the ring properly. Until I get my ring back and find out what they are going to charge me. This matter has not been resolved.
  Sincerely,
  
  *********************************

  Business Response

  Date: 06/02/2023

  On May 31 2023, we obtained a repair quote for adding full ****** to ************************* ring in order to repair the issue raised by *********************** on April 28 2023. This quote was discounted by ** as a gesture of goodwill to ***********************. We have shared this quote with *********************** who has accepted the quote and authorised ** to proceed with the repair.  
  
  Following the completion of the repair, the ring will be returned to ** instore on June 6 2023. We will arrange collection of the repaired ring directly with ************************ 
  
  The customer has been contacted and has accepted that this matter is being resolved outside of the BBB. Please let ** know if you require any further information in respect of this particular issue, otherwise we believe that *********************** has agreed to withdraw this dispute.

• Initial Complaint

  Date:04/19/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Jan 6, 2023 Cad ****** Informed at the time of purchase the product can be worn daily, their diamonds from the product never come off and quality of the product is very good.Now the store manager says tht the ring is heavily worn it shouldnt have been worn that often and I have to pay the price to fix the ring now.Not informed about a care plan or a warranty on the diamond ring bought from the rep.The only solution given to me was to pay for the repair of a bad quality ring that is so delicate and awfully manufactured that its diamonds came off just in 2 months.There is no guarantee if I fix the ring the other diamonds are not going to come off.

  Business Response

  Date: 05/01/2023

  Hi There, 
  
  Thank you for reaching out and we do apologise for the delay. 
  
  We have received contact from the customer regarding the ring. Our teams have completed an assessment of the ring and have determined that the the lost stone is not the result of a manufacturing defect.
  Unfortunately the ring is exhibiting heavy signs of wear.  
  We have advised the customer we are able to arrange a repair through our stores but a charge will incur due to the damage being a result of trauma, not a manufacturing fault.
  Please see attached for refer the images provided to us by the customer.
  
  Kind regards,
  ******