Michael Hill Metrotown

I have shopped and spent a lot of money at Michael Hill over the years. For the most part the quality has been great along with the service until today. I purchased a tennis bracelet 2 days ago, I went to put it on this morning and the clasp was broken. It was NOT worn, because it’s broken. I went into an empty Metrotown Store today to see 4 associates walking around with their hands around their back. I said I have a bracelet that I need replaced because it’s broken to the Sales associate. Pass her the receipt and she goes to get the Manager whoI’ve never seen before? He says there’s nothing he can do because the bracelet is broken…they’ll send it for repairs.…!?? So why would I want a brand new bracelet that’s never been worn to go for a repair? He kept stating that their policy has changed ? That’s not my problem…just fix the problem. All the sudden, all 4 associates walk over and are standing and watching me. Was this amusing to them? Clearly because the store was dead, now I see why!I have this item which I just purchased 2 days prior, and is broken, never worn and they won’t take it back? Quality!?? Service?? Are you serious? That Manager clearly kept telling me about their policy which I didn’t care. If Michael Hill sells an item and it’s not 100% then fix the situation! Simple, replace or refund it! Don’t make excuses. The Manager did end up giving me a refund but it took a lot of anger on my part. Need less to say that the staff at Metrotown are no where near as polite, and helpful as in the past. I won’t be shopping at Metrotown again and will consider purchasing anything again in the future. But it does seem that the quality is going down from previous years? Stand by your quality or you’ll end up losing customers! Train and educate your associates and managers with respect to customer service and needs because you’re losing a very long term customer. There’s many other places I can and do shop.

So far so good.Came in to buy a watch from someone reselling, the staff was there to help me out.Shawn the manager gave really good insight and a really nice guy.Will be a repeat customer as of now.Be back in two weeks to pick the watch up fresh and will update my review.Great thanks MH

Something to know before purchasing here:Michael Hill is a retailer, not a jeweller. They outsource their jewelry production and maintenance. Michael Hill won't take responsibility for damages their jeweller caused to your items.The photos show that their rings are made with cast metal (ie. mass produced), shown by the holes in the metal, which would not appear in individually made rings. This is a disappointment as it wasn’t exactly an “affordable “ ring.In July 2021, I purchased a 10k white gold diamond halo aquamarine ring and was offered a 3-year extended warranty and resizing for free. I took advantage of that warranty, coming back 2 months later to get the prongs checked and regular cleaning, NOT requesting and repairs as it was still in pristine condition.I got the ring back in October, but saw one of the diamonds was loose, so I asked for it to be sent back just to tighten that particular prong. What was supposed to be one issue to repair became a nightmare the second time I got my ring back.The outsourced jewellers did an insultingly poor job:- nicked the band in three places- burnt residue onto the diamonds, making them cloudyWhen I pointed those issues out, one staff told me the jewellers don't fix normal wear and tear. That came as a shock as I haven't had the ring for 5 weeks at that point for ME to cause the damages, and the nicks happened to be where jewellers would pin the rings down with their equipment when working on it. So I asked to send it back again, only a few minutes after I got it back.The jewellers thinned out the white gold band so it had uneven thickness throughout, and they would not do anything to the burnt diamonds. Michael Hill would not refund me when I asked after having the ring botched from what was supposed to be a simple cleaning. Their reason: it was already resized. I agree with their no returns after resizing policy"

Was in today to look at some jewelery and had a wonderful associate named Gerardo (or Geraldo?). He was very friendly and informative and really helped us towards making a decision for our big purchases, highly recommend

Brought my watch in for a new battery and to be cleaned. They have to send it to Toronto and it takes about 2 weeks, that’s no issue.Unfortunately once I got it back it was very evident that the watch WAS NOT cleaned and they had allowed moisture to get inside the watch. Speaking to an associate there she was not helpful at all. She just kept repeating “they did the best they could do”Very unhappy with the customer service provided today.

Terrible service the manager does not have any idea how to deal with customers. This is the worst store that I have dealt with never again. The Manager is not trustworthy.

Went here today for a repair on a chain I bought here 6 months ago.The repair cost $70. No problem with that but they tried charging me gst AND pst on the repair service. Not supposed to charge pst on services.It was only a few dollars but it’s not right.The first sales lady tried to help but no one was able to rectify this.

Before I state my review I will say that another sales lady (she was Asian) and this sales lady who was a young girl ( who was also half asian I believe) seemed like very sweet and knowledgeable people and this is not directed towards them at all, in fact to the manager these two people seemed like stellar employees :) I am only stating their possible ethnicity so the manager can hopefully pinpoint these two employees and their incredible customer service I witnessed as they were helping other customers.My boyfriend and I came into the store and was treated with rude service from a sales lady, who was first seen sitting down on a stool on the sales floor. We were looking to exchange a $200 ring and asked to exchange it for the same ring in a different size or a ring within a similar price point. She proceed to show us rings that were way to big or small and when we politely gave feedback that we felt a ring she gave us was too big she would dismiss us. She then proceeded to give us rings to exchange and when we looked at the price point it was always between the 700-800 range. We kept asking for rings in the 200 dollar price point and she would continuously give us expensive rings that are over $600 even when we asked if there were any in the $200 range. The icing on the cake was when my boyfriend came in wearing a Michael hill ring from a previous purchase and she used it to compare ring sizes, then forget it was ours and put it away in their ring storage box. When we asked for the ring back she was confused and said she didn’t know what we were talking about and said we only came with one ring ( the one we were exchanging). We had to continuously tell her that she took our other ring that we both months prior that she used for an example and she didn’t believe us. Maybe she was new and that’s fine, but there’s a difference between being new and possibly confused and absolutely dismissing your clients thoughts and wishes when providing customer service. Not only do I advise everyone to avoid this location but am hoping the manager will do something about the customer service. Once again people forget stuff, or make mistakes and that’s fine, I have just never experienced such a situation where none of our wishes or concerns were heard and just dismissed. As well the ring we came in with ( not the one we were exchanging) she stated was not as elegant as the other rings she was giving us … it was a ring from Michael hill :/ and it is so nice to hear a gift I got someone is less elegant than the ones she’s showing us.

I broke the chain of my favorite necklace from my love! I needed the perfect replacement. I looked into the stock online and found it! Went in with my picture from the website and a description, and I left brilliance member (thanks to the lovely lady at the desk), with my perfect chain around my neck at a discount! I could not be happier. I have the very best experience at any Michael Hill I visit, I've written glowing reviews for other locations, and I will absolutely always come back. Thank you!

I purchased my wedding band from Michael Hill in 2020. Last week I sent my gold wedding band to get polished and cleaned by Michael Hill. My band came back covered in rhodium. They turned my band silver by covering it with a silver metal!!! They ruined my wedding band!!! Obviously they won’t be able to restore my band to its original state. My wedding band has meaning and they destroyed it. If I could give zero stars I would. I am sick to my stomach. Terrible terrible customer service!!!! I asked for a simple service and they destroyed something that was very important to me. I hope someone from head office can get back to me about this.Updated review:My gold band still has a silver tone and is so thin and worn down. Store manager keeps saying it’s restored to its original state but I can see that it’s not. It even feels lighter.Last week Michael Hill phoned me and told me my ring was ready to be picked up and when I got there they said they made yet another mistake and it was just the sample ring that arrived. If rhodium is so “simple” to remove why do they need a sample ring to mimic what the ring looked like before?Last week I also asked the district/head manager to call me and I didn’t get a call. Today the store manager said he has no authority to give me back my old ring and a replacement. He said the head manager cannot call me until Monday.Now I have to wait more time for someone to help me when I asked for this last week.DO NOT SHOP AT MICHAEL HILL THEY DO NOT LISTEN OR CARE ABOUT THEIR CUSTOMERSTHEY DESTROYED MY WEDDING BANDI DO NOT FEEL HAPPY TO EVEN WEAR ANY JEWELRY FROM THIS COMPANY AT THIS POINT DUE TO HOW I HAVE BEEN TREATED BY THE STAFF AT THIS STORE