Having been a manager of a local Vancouver jewellery chain for three years, I have to say I am disgusted with the level of customer service we've experienced here. For my birthday, I was given a lovely sapphire pendant and earring set from my boyfriend which I was super excited about. I put it on and within a few hours, the earrings (gold) started itching my ears and turning them black!! Nonethless, I kept wearing them until it was too itchy to continue and told my boyfriend that there must be nickel and I can't wear them.
Off he went to return them, but was told they would not accept returns as I had worn them. Fair enough. The manager was nice enough to offer some free coating service of some sort where they will coat the earrings and pendant to prevent them from causing further itching. The pendant was fine, but I guess both needed to be coated.
A week later he drops them off to be coated (being oblivious and not thinking to get a receipt or proof of drop off). A lady takes them and says okay, thank you. A month has gone by and I am getting impatient, he decides to call only to discover they have no record of the jewellery. The manager tells us he would call us back on Wednesday (we called on a Saturday) and he didn't, until my boyfriend called on the Thursday. He said they were found and were sent off to be coated.
I finally got them back after about 6 weeks, and just feeling frustrated in general. No real apology was made and there wasn't a lot of info provided to me on this coating. What happens if it wears off? Am I going to bring these earrings in for life?
This whole situation should have been handled better and I am really disappointed and it's safe to say we wont be returning to Michael Hill again. read more