I purchased a pair of earrings online and when they arrived they were much smaller, physically would not go through my ear as they were so small. They were the size of kids earrings, not adults. I was aware that there was no exchange or returns on earrings, however when they were nothing like advertised online as well as being so small they can’t be worn, then I asked to exchange them. I went into the Castle Towers store where the customer service was extremely poor. The lady told me that they do zoom in on the image online so they would look bigger and clearer, after hearing this then it is clearly false advertising. She then went on saying due to this issue, she will exchange the earrings. When I went to register, she advised me that she was sorry but can’t do it. She had told me a few moments prior that she could, hence why we went to the register. If I was wanting to exchange due to a change of mind or if they were in a used condition then I understand, however it was false advertising and I purchased something I could not wear. I will never buy anything from Michael Hill again and I suggest training your staff at Castle Towers in customer service as they clearly aren’t trained. If I could give 0 stars then I would. I highly recommend places like Gregorys or Pandora, far better.

I went to this store for assistance with either resizing or replacing a ring that I had purchased from the Campbelltown store 3 weeks ago. Upon inital purchase, I was told that resizing or replacing won't be a problem, no matter what store I go to. As I live in Campbelltown and my partner lives in Castle Hill, this was reassuring. Tonight I was met by a lady(didn't catch her name) whom after I explained the situation with my partner standing next to me, felt the need to make it know that the ring was purchased with zip money. She asked if I knew what the SKU of the ring was despite me showing her the tax invoice. She seemed unknowing of her own product, and overly disinterested. I was told the ring is only a special order, which is fine, but because its zip money, it has to go through the Campbelltown store. This is not the level of customer service that anyone should expect or be content with. Having not even offered to measure my partner for his ring size, i decided to leave as obivously helping a gay couple was too much effort on a thursday night. Will be back to the Campbelltown store as they were helpful and friendly, but would not recommend you waste your time with this store.

Looking for wedding bands we tried about 4-5 of the jewellery stores in towers before michael hill. As seems to be the case with many jewellery stores we were largely ignored, not acknowledged and received no customer service even when the stores were not busy. We went to michael hill and were served straight away by a friendly, happy Kristy. She was very knowledgeable, helpful and we had decided on rings in less than 5 minutes. Most importantly she had no 'airs or graces' and gave practical help. She even gave my engagement ring (bought elsewhere) a quick clean so it would look better against the wedding bands. She followed up via phone as promised and secured the best price possible. Very happily have picked up my rings 4 weeks later. Very happy with the service provided by Kristy. I can't speak regarding the other staff in the store but i would definitely return and ask for Kristy.

Went in looking for jewelry cleaner. Was insisted upon that they would clean it for me. No worries. But they insisted they clean my ring with my wife's much more expensive and intricate ring at the same time and wouldn't do them separately. Hesitantly said yes as being Michael Hill they have a trusted name. Then told to come back in 15 -30 minutes for them. That triggered alarm bells as every other jeweller has always cleaned in front of me and done a good job in 10 Minutes. Knowing full well that's enough time to replace my wife's diamonds with fakes, we said no and promptly took back our rings and left. Apparently even they will not sell the cleaner by itself to us after that, which made me even more suspicious All I have to say is, despite no proof of malicious intent, those that were unknowing could very well be victims.

A lady by the name of Vivienne helped my partner and i purchase our wedding rings at Castle towers MH. She was lovely, not pushy but patient and very easy going. Definitely made our experience great unfortunately I can't say the same for all Michael Hill stores and workers however Vivienne is definitely an asset to your team! You need to hire more people like her. Jewellery purchasing can be a very sentimental thing to many people and these days you don't seem to have many people working in these stores understanding the true value of an item that can be passed down through many generations. It doesn't have to be expensive to be important. So we very much thank Vivienne for helping us feel that way. Hope this reaches head office and she is recognised :)

I sent my granddaughter around the jewellery shops today to buy her 16th birthday present to wear with her formal dress. She went into several jewellery shops and the assistants didn’t help her or acknowledge her. However, the lovely lady at Michael Hills went out of her way to help my granddaughter. I wish I got her name but she should be able to be identified from what I have said. A huge thank you for your kindness today. The other shops lost $114 sale. My father always taught me to never assume anything about a person. Perhaps the assistants in the other shops and there were several not far from Michael Hill should learn this lesson. I hope Michael Hill will pass on my appreciation to the assistant in the shop.

If I could leave zero stars I would. STAY AWAY FROM THESE RIP OFF SHONKS.... Look at my ring resize they didn’t even solder it properly and then Donna in the store tried to blame me and my body heat for causing it. They wouldn’t repair for free or offer refund. Rude and incompetent staff that don’t have product knowledge. Stay away!! I will be going to fair trading/ACCC. After MIchael Hill replied below to email them, i actually did and Regina replied saying there was nothing they could do if i took my ring to another jeweller. I wouldnt trust these guys with a five cent piece let alone leave my ring there again. Substandard jewellery and dodgy repairs.

If I can give them 0 rating I would gladly give this store a 0 rating. Very poor customer service. The lady at the store looks so grumpy all the time and won’t even greet the customers and she will give you the look that you cannot afford to buy a jewellery from the shop. When a concern was raised, staff kept on lying and saying different versions of their stories just to cover themselves. It was so clear that they were so inconsistent of the information they were providing.

Went there with my wife and son, to purchase a gold cross, and was ignored by all staff members - not even one eye contact and “won’t be long” Worse customer service I have ever encountered in a Jewellery store... their loss.... hand up spending over $3500.00, as I also bought a diamond ring for my wife - at a Jewellery store on the level below... staff were friendly and had genuine caring for my business. Will never be back at this store!!

I been here so many times and the customer service is always bad and seems rude. staffs always ignore customers by talking to each other. Staffs challenge customers more than helping or giving advice. Prices on the items always wrong. Not even 1 star for this place. I think Micheal Hills head office should reconsider about the teams in Castle tower store. 100% Disappointed

We wanted to get our ring sizes and earrings to match my necklace. The girl was rude and very unhelpful. I have never experienced any problems with Michael Hill at any other location. We won't be going back to Castle Hill Towers again. It was like we were inconveniencing her but there was only one other customer that was being served by someone else.

We went to get our wedding rings and engagement rings inspected and resized, Vivienne provided a wonderful customer service. It took a bit of time to get things sorted as we had multiple items to get through but she was very patient and made us feel comfortable. Really happy with her service!

0 stars for customer service. The two ladies were chatting with each other and had no interest in serving us and asked if we need help like we were there just to buy bread. In the end they ended up but with condescending attitude. We went and spent our money elsewhere.

Worst customer service ever!!! My partner shouldnt get the ring from this shop. The asian lady served me like i would give them a virus if i tried their product. It was fine if she said it in a nice way instead off lecturing.

Great friendly service. I didnt purchase anything from this store because they didnt have what i was after but the retail assistant pointed me in the right direction and didnt push me for a sale - which was really nice.

Best valentine's day shopping experience . Ollie is a very experienced jeweller and l can recommend a delightful shopping experience at this store any day …

Terrible customer service from the so called store “manager”. Micheal Hill needs to rehire their staff before they loose all their business to competitors

Would not accept a return of an anklet when it broke after one wear. Were completely rude about it and had a superiority complex.

I felt like the staff were a little rude and dismissive but I've had lovely experiences at different michael Hills.

On top floor near food court, they always have special in the store.

Ok, can find higher quality jewellery elsewhere for the same price.

Very positive staff and highly professional service!

Awful customer service.

cool