Not a positive experience at this store I have to say. My wife and I attended to request an exchange of an item that was a birthday gift with the original receipt dated 21/04/2023. MH return policy states the exchange must be done within 30 days after which the return period expires. Fine, no problem with this. We visited this store on 21/05/2023 exactly within the 30-day period, only to be told by the assistant Jasmine that the system would not allow the return to be entered into the system. Bemused by this response we argued that today is the 30th day and falls well within the 30 day return policy only to be told No the system won't allow it. The attendant suggested we live chat with customer support rep on the MH website and seek further advice, so we walked away sat down and started live chat. The rep on the chat confirmed after having uploaded a copy of the receipt that the return is acceptable and within the 30 days period and that the store should be able to honour the exchange. Armed with that information we returned to the store and asked to see Jasmine again and we proceeded to advise her that the rep from MH customer support confirmed the exchange is valid and should be accepted by the store. The attendant was somewhat surprised by this as she was convinced that the exchange could not be done, when she attempted the return on the second occasion voila' mysteriously the system suddenly accepted the return. Obviously, she was somewhat embarrassed by having been caught out, she insisted that the system would not allow the return despite the sale being within 30 days of purchase. She went on to say that maybe the customer service rep did something on their end to update the system to allow the return. Yeah right no worries as if! You were exposed plain and simple for your deceitful behaviour. It's plainly obvious that: 1) she could not be bothered processing our request on the first instance 2) rather than seeking further clarification from her manager or contacting MH customer support on our behalf she fobbed us off and told us we will have to chase it up ourselves. Had we gone away and left it for the following day 22/05/2023 then the 30-day expiry date would have elapsed, and we would not have been able to exchange the item. In conclusion, poor customer service from this person who should have assisted us and nor provided incorrect and misleading information that could have led to customers potentially being left out of pocket as a result of wrong advice. Suffice to say we won't coming back to this store anytime soon.....

Hi, I purchased a ring on 29/07 from the Fountain Gate store and there was no communication after the order. We paid a total of $1320 for the ring and the customer service was good when we purchased it. We were told we would get contacted in 4 weeks to pick it up, however we went into lockdown. We were not contacted in the next 2 months and did not know what was happening. I called the customer service phone number and they said they could not see our order. After calling the store's phone number every week out of panic, someone finally picked up on 30/09. The lady was quite rude and inconsiderate after we explained what happened. I asked her if the store was open and she mentioned that the store had been doing click and collect for a couple of weeks. I asked her about the ring we purchased and her response was "yes it is sitting here, you can come and collect it". There was no apology or acknowledgement that they had not contacted us. I am really dissapointed with the service as they were so keen when we were paying but the service was an absolute disaster after that. I understand lockdown affected timeframes but it looks like all they want is the money because there was no communication. I have been a Michael Hill customer for a long time and this is the last time I will be shopping there because we should not have to follow up with them on orders we placed 2 months ago.

I came in to see Usha whom I believed was respectable with close to 20 yrs with Michael Hill to have a spring replaced in an 18ct Rose Gold clasp thats been in my family for over 200 yrs, Usha advised it could be done and took it to have fixed, when Usha came back my 18ct clasp was replaced with a 9ct clasp that they don't even stock (Someone elses 2nd hand clasp), I'm now having to go to a Jeweler with 50+ yrs of experience and $400 to have it replaced back to its original glory. If you don't want to lose or be ripped off, stay away from Michael Hill fountain gate. When I came back to confront and explain, Jasmina the 2nd in charge became confrontational and argumentative, I will never step foot in a store ever again!! Usha is a thief and a crook not deserving a 20 yr history, but then again I now see Michael Hill for who they are.

Staff were super friendly and showed that they care for the costumer. I ordered my ring just before lockdown 7 hit, which meant it ended up getting trapped in the closed store. I messaged the store and got a call from the regional manager Jayson, who said he would fix the problem and get me the ring. He ended up driving to the shop picking it up and call me on his way home to say he had the ring and will be sending it out to me. I recieved it 2 days later and in times of covid those sort of delivery times are unheard of. Cannot thank Jayson enough and cannot fault MH

Highly disappointed with the customer service of this brand. I bought a dancing diamond pendant, with a lifetime warranty. Been only few months and the diamond isn’t moving at all. Someone in one of their stores said it’s a defective piece. Later they aren’t agreeing that it’s defective and not ready to fix it at all. What’s the point of lifetime warranty if these guys can’t fix the defect in the product. Been such a mental harassment taking the product to store back and forth. Never buying anything again.

Baught a guess watch from the outlet near them and went back to get it fitted and since I wasn't buying anything they didn't batt an eye, went over to Michael Hill told the what looked like manager my scenario and he went and fitted the watch instantly and gave me the links in a ziplock baggie, although this was 5-6 years ago I still appreciate it when I think about it

Very rude workers in fountain gate Michael hill store they don’t even say hi or ask what they can help with. It’s not the first time facing this situation it’s the third time so it’s confirmed that they are racist and rude. Would never recommend anyone to go to this store and will surely tell my family and friends to not go there anymore. Very upsetting.

I always have such wonderful and friendly service from the entire team. I popped in today and received assistance with my white opal earnings, these weren't even your product but you still helped me out with my concerns regarding the secure backing and offered a solution. Thank you Michelle and Michael Lazari

Jamie at Michael Hill FG has been absolutely fantastic and extremely professional. He has gone out of his way to assist me with my oversized bangle my husband purchased for me. He has gone way beyond their standard process and it will continue to be the only store I’ll go to for any jewellery purchases.

Three years down the track we find out the rings we bought for our wedding did not have real diamonds in them. Instead they were cubic zirconia. Thanks for ripping me off. I'll never buy from your store again and I'll warn as many people as I can to not shop there.

LLLY at the fountain gate outlet was just amazing. Her knowledge in jewelry and her ability to guide me through what I wanted was impressive. Such a kind and beautiful lady. Thanks LLLY for making my day. You are a star.

One of The Worst thing we did is buying from Michael hill . They dont value the warranty. Staff at Fountain gate is very rude . Attitude upto the roof. Wasted $3000 for which they wont value the warranty.

To the young girl there, if you are having "frustration" over your life or whateves, please don't take it out on customers! Asking me to "calm down" not gonna fix your issues! Will never go there again.

Wonderful service from Jasmine at Michael Hill Fountain Gate. She has been our jeweler for many many years The initial service is wonderful, as is the aftercare - thank you Jasmine

Absolutely amazing service from Devina with picking out earrings! Super friendly, honest and thoughtful, will have to comeback in a few years for that engagement ring. lol

One of my most favourite jewellery places. Great service and good pricing.

Staff are always friendly and super helpful! Beautiful selection of rings.

Friendly staff .. great customer service as always

Great service, beautiful products

Great friendly service from Jamie