My husband bought a $450 pendant for my birthday. We went in and exchanged it for a $120 pendant since I thought $450 was a bit much for an everyday wear pendant. The attitude of the employees on an exchange was NOT positive and more negative also because they said that my husband had purchased the initial pendant at a different store (in pickering). Doesn't your policy state clearly that we can buy/exchange at any store? OH...well..the employee commission is SO IMPORTANT so instead...you train your employees to make faces instead of focussing on their 1 job... just handling a customer. Regardless of their snobby attitude, we exchanged the pendant for a cheaper one. The $120 pendant purchased on November 11th broke on Dec 20th.The pearl just fell off! Lucky for me, that I caught the pearl as it just fell off my neck. When I went in to the store, they simply started the conversation with "we will repair it because you have the warranty". There was no question of how did it break? what happened? i'm so sorry this happened. No. It was more of oh we see this all the time we will just repair it. When I said, it broke in less than 2 months...what if it breaks again "we will see what to do then. we can't guarantee it won't break again if you keep tugging on it". So let's give those comments from a pathetic employee some thought. There was no apology for why the pendant broke so quickly instead just an assumption that I sit and tug on pendants as a hobby and will do so again. More so, he kept repeating the same statement with an additional "it doesn't just break unless you tug on it" till I called him out on it and and asked him to watch his words. Soon, every potential buyer in the store left. NORMAL Human beings don't sit and tug on their jewellery received as a gift from their husband. Maybe your worthless employees and their spouses and significant others do..people who own jewellery don't. I own more pendants than your untrained, unprofessional employees have probably seen... but who is to preach to stupid sales people with an attitude? So, how about a jewellery store learn to teach its employees to stand behind it's product. When a customer comes in with a clearly defective product, refrain from assuming that everybody (like their pathetic employees) sits and tugs on pendants as a hobby. How about, when I ask you to stand behind your product, don't accuse me and tell me that I did something to break it within 2 months...how about apologizing for selling me a faulty/poorly built product? How about being willing to offer a refund instead of telling me that because of the 3 year warranty, we can "keep tugging on it and we will keep trying to fix it" and "We can't return it because it's not in its original condition". Well it can't possibly be in it's riginal condition because you SOLD it to me faulty in the first place. Is this the norm with your store? sell crappy quality with a warranty and then keep trying to repair it? I have NOTHING else to do except go to the store every 3 months to try to get this thing repaired? Is that the assumption? For the record, my wedding ring was ALSO was Michael Hill. The main diamond fell out of it in about 2 years. We had to return to the store and instead of replacing the diamond, we had to instead spend more money to get a different ring. We tried (unfortunately) explaining to this employee at the Sherway gardens store that we are having a real problem trusting your brand products because of whats happened with the ring in 2013 and now this pendant. His explanation? take a guess ! " A ring is a different story and it probably fell out because of any adjustments you did". Yep. YOUR STORE did a size adjustment when we bought the ring. We didn't do an adjustment on the street by hiring somebody to tug on a $3500 diamond ring! Oh but how would he know? why would he? he is all too pathetic and misinformed about how real humans wear jewellery. NEVER AGAIN Michael hill. Your products are CRAP. Train your employees to respect other human beings...who walk in and pay you money so that your employees have a job. Train your employees to stand behind the brand and it's product. Train your employees to respect your own exchange and refund policy without an attitude. Buying jewellery is usually a happy occasion for most people...but your employees only care about making a sale. Dare a customer come in with a complain or with an exchange, it's over. There is no customer service...they might as well wear a sign on their head that says "we don't want you in the store". So far we have referred many sales to this brand including wedding rings, anniversary gifts, birthday gifts for friends and family. How unfortunate for all of our friends that we did that because if ANYTHING goes wrong with any of those thousands of dollar purchases, your employees will make sure that these customers are totally unhappy and regret their decision. read more