I sent my two wedding bands and my engagement ring in August to be cleaned and dipped, when I got it back in the 4 weeks I noticed 2 diamonds missing on my engagement ring. I called the next day asked how This happened when I sent it out not missing anything? They apologized and had to send it out again, they told me it would take another 4 weeks, when they called me to pick up I noticed there was still a diamond missing. I told Dina who is the manager in training who started to arguing with me, saying that there wasn’t a diamond missing. I tried to show her where it was missing but she just wasn’t listening to me, she rolled her eyes at me and said she would show her diamond specialist who was Antoine, their manager. Antoine just glanced at my ring and said it was fine and there was nothing missing, Dina then told me “ if he said your ring is good then I’m going to take his word over yours” At this point I was getting very upset because no one was listening, my sister took the ring from me and used her phone light and shined it where the diamond was missing she then showed Dina. Dina rolled her eyes again, Antoine walked over to us and finally used his diamond telescope, smiled at me and said you’re right there’s a diamond missing. Antoine said if it happened again he would make me a new engagement ring. 2 weeks later they called and said my ring was in, when I got there the diamond was still missing!? That was in October. Antoine did agree to remake my ring as promised and said I can keep my ring until the new one comes in. Black Friday, Antoine calls and says head office wants to see my ring for credit. He told me this would take 2 weeks, I give him my ring to send off. Two weeks go by, I called to follow up and no one knows where my ring is, I asked Antoine to call me but no one called so I went in, Antoine then tells me head office is refusing to send my ring back! He calls head office with me in the store and they agree to send it back and I should have it in two weeks. I had lost faith in this company so I had been calling to check on my ring and make sure there is no delays, no one is connecting with me or letting me know what is going on, they wouldn’t let me speak to head office directly. 4 weeks go by before they give me a fake loaner for before Christmas. I dug for the head office information where I spoke to Courtney Jan 10th who was actually lovely and forwarded my emails to the regional manager. The regional apologized for everything said my ring had just left Australia and will be in a week. She told me she will connect with her staff and have them call her when the ring is in so she can be there when I pick up so she can give me something for the inconvenience. I accepted her offer and looked forward to meeting with her in a week and finally getting my ring back. The next day Antoine calls and says my ring is there and I can pick it up any time.. odd timing but okay, I go to get it. He hands me my ring in a plastic bag! When I leave he smiles and gives no apology. This entire process is the worst customer service I have ever experienced, being a manager myself of a high quality eye care optical I expect a certain level of professionalism and respect.

Ordered and paid for my wedding band 4 months ago- Antoine the store manager did not follow up to explain the delay (I was told it would be 6-8 weeks) When I spoke with him after 10 weeks he said there was a delay, when I called him a week ago he acknowledged he lied to me and had forgotten about the order. He promised the ring would be arriving in 2 days and if not he would call. It’s been another week and now the store is not answering my phone calls and the 1-855 customer service line is not taking calls. Extremely unimpressed with this level of service.

At Pen Centre in St. Catherines a few days ago to buy a bday gift for my granddaughter. I came across this store and noticed they had a great deal on a 925 silver pendant from $79 to $25 😁 Great service with a smile from Keith the Assistant Manager . This store is well laid out and not overpowered by too many items of jewellery. My Granddaughter loved her pendant and I'll be sure to return before Christmas 👌

You walk in to buy something that just went on sale, they're all out of stock, but it's not all bad as apparently the staff all bought one of the items before they ran out. Lmao I couldn't help but laugh rather than get upset.

Beautiful ring but I wouldn't really know considering I have yet to wear it. Had to get it sent back twice. Whoever sized it completely disregarded the size on the paper. Then I found out I was sized wrong anyway.. so either way it would have came back the wrong size. When I went I went to pick it up, it was warped and too big. Bye ring! I was told I'd have it back in a week. It has been three. The employees are hopeful and kind but it doesn't compensate the inconvenience and anticlimactic engagement ring.

Honestly nothing against the store but Michael hill corporation needs to learn to apologize when they make a mistake applying all my payments to another card associated to me which I knew nothing about...because of a system upgrade on their end then threatened to ruin my A+ credit score and send me to collections because of there screw up on there end and both mgrs from conestoga mall and Penn center called them to explain what was going on but of course the idiots who in that head office still did nothing then sent me stupid threatening letters about collections be smart before dealing with these guys...after ring is paid off I'm done with Michael hill a simple apology could have rectified this ordeal...

Staff prefers to converse with friends rather than help customers, not to mention poor selection of rings, as well as couldn't help but feel like I was being talked down to, by someone that sells jewelry for that matter.

Really disappointed about their store manager Antoine. I called him at least four times. He already set my account info for the past three months, but he failed and tell me he doesn’t know what’s going on. I provide my files should I know what’s going on?🤔

This place has the worst customer service ever. About a year ago I went in to this location after carrying my son around the mall. I wanted to look at wedding bands and inquire about having a family engagement ring resized. When i went to take off my engagement ring i was really sweaty from carrying my son and i hold it on with my properly fitted promise ring.. So when my promise ring took a moment to get off she told me i should loose my baby weight before getting the ring resized... I was at my pre pregnancy weight.. Im 5'7 n 155 i didnt even stay to look at bands because i was so offended.

Friendly staff. Good position in the pen center. The staff are very helpful and cooperative. Nice collection.

Terrible customer service, specifically the older lady working there! I felt like I was annoying her by asking questions. I didn't like one of the rings she showed me and she seemed almost mad at me for that. Also, after asking what clarity the diamond was she replied asking what clarity I usually look at and never even answered my question. She didn't know the exact weight of the diamond either. Does she really think someone would spend a few thousand without even knowing the details of the product?? Would never go back and highly advise you take your business elsewhere, specifically somewhere where the staff actually know anything about the product they are selling and can at least pretend to smile.

Love it. Very helpful staff

Very unprofessional, not helpful. First, I buy a lot of jewellery from Michael Hill. I purchased a $900 necklace and bracelet that was discounted the following week by 40%. Anne (the manager) was very rude and unwilling to compensate. Then she turned around to her coworkers to gossip about me. Wow! Terrible experience. I will not be going back.

I'd give them a 0 star if I could. Bought a bracelet 3 months ago for my sister as a gift from my wedding. I haven't given it to her yet but I opened the box and I noticed it's already rusted! Brought it in to return it and they couldn't return it or exchange it because I bought it over 30 days ago. I asked them to explain to me why it was already rusting? They had every excuse in the book. Needless to say, I will never buy anything from here again. Guys save your money and buy from elsewhere. Better yet buy something from the dollar store, it might last longer.

I purchased a very special Anniversary gift for my partner recently and I had a few questions and concerns. I’d like to thank Marivi & Ann for providing Excellent Customer Service!

I had a lovely experience at this store. Renee was so patient and friendly while I agonized over a necklace for my mother in law's 70th Birthday. Would definitely shop here again. Prices were fair and the jewellery is nicely spread out so as it's not overwhelming to the eye when browsing.

I was shopping for diamond studs at the Pen Centre after visiting all of the jewelry stores I found Michael hill was the best service and price. I highly recommend!

My engagement ring had diamonds falling out of it due to improper sizing issues. The store manager, Anne, was amazing. I had a brand new ring of same model ordered to replace old one and I couldn't be happier! I also had an emerald fallout of another ring and she was very prompt to replace it with a brand new one. I picked up both today with zero issues! Highly recommend Pen Center Michael Hill. Thanks for everything 💜

I brought in wedding rings to be repaired and resized. I was greeted by the kindest folks. I felt like I was in a store back 20 years ago where every customer truly mattered. I learned that Elaine and Keith were a husband and wife team and have been married and in business for over 60 years! They warmed my heart as they worked together to help me. The store itself had a lot of unique items and it was so charming! I will never go anywhere else with my jewelry. You just can't find this type of honest hometown service anymore.

Really great jeweller

I have shopped here for over 25 years and have always been treated well. Kind and joyful staff all year long. Keith and his staff are awesome

Old time service they are the best in town

Great service and priced and very kind people. I hope you are well during this difficult time. Promise to bring you my business as soon as things get better. Keep well.

Charmed sold me a ring by stating they could size it to the right size but it was a lie. These guys fixed it with no issues. They were fast and friendly. Great job

To be honest we have had some less than great experiences with certain staff here in the past. However, we also had positive experiences, such as those with previous employee Rachel. Cody is now the manager at this location, and he was amazing to deal with. He was very approachable and knows how to treat a customer. I definitely recommend this location.

The best customer service by Marvi and Helen very helpful, welcoming and friendly staff bravo to both of you and keep up the good work!!! Thank you for being so polite & nice 👍

Buyer Beware! I would have given a 0 star rating if I could. I purchased a bangle bracelet for my mother as a Christmas gift. On the first day she wore it, it fell off 3 times. It was clearly not clasping properly so she stopped wearing it in fear that she would lose it. She brought it back to the store hoping that they would be able to repair the clasp when they told her that she would have to pay to have it sent away to be repaired and there was nothing else they could do for her. The staff were not helpful and quite condescending. When she mentioned there was a clear quality issue as she only wore it one day, they responded to her by saying that she must have bent it and to reach out to customer service if she wants. I reached out to customer service explaining the situation to which they replied via email stating that the store sent them photos of the bracelet and cannot do anything as the item is scratched. Of course it’s scratched, it fell off her wrist 3 times in one day due to a faulty clasp. I am very dissatisfied with not only the quality of the items at Michael Hill but also their customer service. You are much better off going to a local jeweller that actually cares about their customers and the quality of their products. Absolutely terrible.

The manager Cody and his staff are super helpful and willing to take care of any issues you have with the product. Customer service is an asset to this location and I would recommend anyone to take their business here

I had a really wonderful encounter with Cody today. He answered all my questions with such patience and knowledge. Great customer service at this location, I trust them with my wedding ring as it is sent off for plating as well.

Amazing service here! Shoutout to the manager Cody he helped us with everything we needed, 5 stars for him! great experience here whenever I come!

Purchased a diamond tennis bracelet December 9 decided to give it to my wife a day early before our Christmas party. She had the bracelet on approximately five hours and then she noticed it was not on her wrist and found it on the floor broken. We took it back to the store immediately and now they are checking for manufacturer defect or if it was neglect, after spending a lot of money on this item and only lasting five hours we question the quality of Michael’s hill product. I’m sure they don’t wanna return our money or even make an exchange. We are about to see the outcome after they investigate. It’s not looking good folks if they don’t stand behind the quality of their work, I would not spend a dollar there ever again .

NEW MANAGEMENT!!!!! My engagement & wedding ring were purchased in 2019 under previous management and had nothing but bad experiences to the point I would drive to Burlington to avoid dealing with the St. Catharines location . I found myself reaching out to the Burlington mall location to send my ring in for repair and was referred back to the pen Center and assured I would have a more positive experience as they were under new management and even called ahead to the store manager Cody to make him aware of my situation to assist me further. I AM SOOOOOOO GLAD THEY DID. What a difference his management style has made to this location .Cody and his team went above and beyond to assist me with the repair , he was Truly empathetic and cared about the guest experience as well as the other staff members . If you had a bad experience before give them another chance . You won’t regret it ! Thank you to the staff once again it was an experience I won’t forget. On another note to future customers or current ones . Be kind to customer service staff often times they take all of our emotions especially when something happens to a sentimental item such as jewelry . Keep in mind the person you’re speaking with doesn’t make the rules , they are a corporation and have to abide by certain procedures or they could lose their position . A manager may seem un helpful and if you are referred to customer service it is often the best way although it sounds like a run around .

Purchased an engagement ring and wedding band set as well as my personal wedding band from here 3 months ago. Got them appraised today for the set I was quoted 700$ for the male band I was quoted 50$ as it’s an Amazon ring. Was even shown the exact same ring on Amazon.ca. DO NOT PURCHASE FROM MICHAEL HILL. They will rip you off and then refuse to make it right.

Bought an engagement ring and was NOT told that once the ring is put on even once you can’t return/exchange it then was given a spiel of garbage about how the lady hates tungsten rings and said I should’ve gotten a gold ring instead and how women have arthritis even though it was bought for a man. Will not be buying wedding rings here.

If you go to this location in the pen center mall you won’t be disappointed with the level of care and customer service keep in mind a lot of people will rate there bad services as opposed to good experiences.. I had such an amazing experience that I had to rate it Antoine and another manager who was a lady that worked there both were caring and understanding with my ring that I had previously had sized at another location and came back multiple times with problems after problem they immediately replaced my ring with a new one and did there best at getting us the ring we were happy with even offered to have my old ring made again because it was discontinued.. they literally did everything possible pulled some strings and made me super happy and hopeful again with Michael hill let’s just say I can trust them again because of this specific location .. unfortunately some other locations deal with different jewellers and good ones at that Antoine really felt my frustration because it was my wedding ring so yes I would definitely go back there again if I have any problems that location is the one I trust thanks to there team ❤️❤️❤️

A wonderful store, outstanding collection of jewellery and old time service with a very personal touch. I have been offered some great prices on very original pieces.

For being the only customer in the store I felt like I was bothering her or she hated her job. Instead of helping me with my selection and style she kept bringing me back to the more expensive, get a better commission stuff, when I already told her my budget. It was like pulling teeth trying to get her to show me pieces. "No the one that looks like this, to the right of that one, up, right, no right of that one". Wouldn't she like the more expensive one Instead?

Extremely happy with the level of customer service i received today. I had picked up my necklace not even a week ago after having it fixed only to have it break again. I brought it back into to get it fixed once more. This time, i was given a new necklace with the concern that my original necklace may have become weak. This was above my expectation and really made my day!

Gavin and Antoine impressed and delighted us at Michael Hill. So much that we just had to include them in our special day. We will always remember the day we picked out our wedding bands thanks to these two guys! Thanks again for everything!

My boyfriend and I were walking by and the store caught our eye so we thought we'd take a look since engagement is in our near future. It was a weekend shopping trip so we were dressed down in jeans, and unfortunately we look awfully young, especially me.. I could pass for 16. When we go into places, unless we're dressed up we get treated like teenagers who might cause trouble or steal in a store. We luckily got spotted by the Manager at Micheal Hill, oddly enough his name is Micheal lol. He was amazing to say the least. He went above and beyond for us like we had thousands of dollars to spend that day and he knew we were just looking. I am more then impressed with his customer service and all around personality. My boyfriend and I plan on getting not only my engagement ring at this specific Micheal Hills, but also his wedding ring and my wedding band, all because of Micheal from Micheal Hill. Thank you for giving us the time of day you would have given a couple twice our age.

I was checking out Michael Hills website. I am not very tech savy & couldn't get the item I wanted ordered or held @ store. Because I am internet stupid. Said to heck with it. Called store talked to Racheal. What a great lady to deal with. She helped me out. Awesome customer service. She held necklace for me till I got there. I got to store once again another lady helped me out till Racheal was free. This store is fantastic. I will gladly go back & they will receive more of my business. First time steppin in store & won't be my last. Thank you Racheal. Hope I spelled name correctly

The woman working today Friday the 25th of September was very rude did not want to let me and my daughter into the store was very hesitant on showing necklaces that we wanted to see do not go there they lost out on $300 that we spent right next door to another jeweler they were wonderful there

Stopped in in mid December to purchase a ring for my wife that was in one of their brochures. They had one in stock but due to the resizing of the ring it wouldn't be available before Christmas. I was told it would be ready by February 1st at the latest. I put down my deposit and left. Received on a call on January 3rd to say the ring was already in. Perfectly sized and looked beautiful. Was my first time shopping here and was very happy with the transaction.

The service is so bad that you will never enter this store unless you change someone, especially the old woman.

Ok

very dissatisfied with the service and manager at this location. Issue with ring sizing. Told they couldn't do it and walked away. Asked to speak to manager and pretty much same response. The ring was purchased as a gift from another location with one free sizing receipt even has it written on it, When presented with the receipt told to go back to location it was bought. Then walked into the back. Worst customer service i have ever experienced. Will not be purchasing anything from this location or Michael Hill again.... rating 0

Is nice

Poor customer service at my first visit. Staff was assisting another customer however my presence was never even acknowledged - no greeting or “I’ll be with you when I’m done with this customer.” Wanted to buy some Christmas presents but ended up leaving. A quick acknowledgment of a customer goes a long way.

Great service and great prices

staff are very helpful and got a great deal on 3 pair of gold earrings!

Amazing service definitely recommend this place

friendly and helpful with a difficult situation. will definately give them a chance to earn more of my business!

Only giving a 1 star because thats the lowest one. Horrible service. Lied too over the phone multiple times. Rude to both my fiancee and myself.. Told me 7 to 10 business days to get my engagement ring back, which took almost twice as long. They were condescending about how long it will be. Also accused us of lying about how many times we called ecen though my cell phone has a call log. DO NOT GO HERE. YOU WILL BE TREATED POORLY. Also found out that they are over priced.

Best place to get watch batteries replaced.

Absolutely the best service and quaint Jewelry store 😊

True professional

Very Professional

Such nice people they're just wonderful to deal with. When getting my Rolex serviced or simply a battery for my mom's watch it is always a nice experience they have great prices, are very knowledgeable and polite.