Had an issue with

Michael Hill

? Get a real response.

Michael Hill complaints can be submitted by phone, email, live chat, in-store, or online form. Here's how to complain to Michael Hill through each channel.

Phone

• Call 1800 445 590 (free call, business hours) for the fastest way to speak with someone about Michael Hill faulty jewellery, returns, or service issues.
• Have your order number, receipt, and a description of the problem ready before calling.

Email

• Send your complaint to online@michaelhill.com.au with your order number, contact details, and a clear description of the issue.
• Attach supporting photos — particularly useful for Michael Hill jewellery quality issues like broken chains or loose stones.

Live Chat

• Visit the Michael Hill Service Hub and click "Open Live Chat" for real-time assistance.
• Best for straightforward queries or when you need a quick initial response.

In-Store

• Bring your proof of purchase to any Michael Hill store. Use the Store Locator to find your nearest location.
• Ask to speak with the store manager — in-store visits can lead to faster resolution for product quality complaints.

Online Contact Form

• Submit your complaint through the Contact Us page.
• Include as much detail as possible, including photos and your preferred resolution.

Once you lodge a complaint, Michael Hill follows a structured process to assess and resolve your issue. Response times vary, with some customers reporting waits of up to two weeks for a resolution decision.

• Initial assessment: A customer service representative reviews your complaint and may request supporting documentation — photos, receipts, or order numbers.
• Product inspection: For faulty items, Michael Hill may ask you to bring the piece into a store. Their in-house jewellers assess whether the fault is a manufacturing defect, normal wear and tear, or customer-caused damage.
• Resolution options: Depending on the assessment, Michael Hill may offer a repair through their "Re:store" program, a replacement, an exchange, or a Michael Hill refund processed within 15 business days via your original payment method.
• Change-of-mind returns: You have 30 days from purchase or delivery to return items in "As New Condition." Items that have been worn, resized, engraved, or custom-made are generally excluded. For full details, see the Michael Hill returns policy.
• Your rights under Australian Consumer Law: You are entitled to a repair, replacement, or refund for faulty products regardless of the store's own warranty policy. Michael Hill cannot override these consumer guarantee rights.

Based on reviews across Trustpilot and ProductReview.com.au, these are the most frequent Michael Hill complaint categories.

Product Quality Defects

• The most common complaint by volume. Customers report stones falling out of settings, chains breaking after minimal wear, and sterling silver tarnishing quickly.
• Engagement rings and diamond jewellery are particularly cited, with stones coming loose within months of purchase.

Michael Hill Warranty Claim Disputes

• Many customers find that Michael Hill diamond warranty problems arise when a single six-monthly service appointment is missed — this can void the lifetime diamond warranty entirely.
• Warranty terms are often described as overly strict and not clearly communicated at the point of sale.

Refund and Return Difficulties

• Customers report being denied refunds for items they believe are faulty, with staff attributing faults to "normal wear and tear."
• The exclusion of earrings, resized rings, and engraved items from the Michael Hill returns policy Australia catches many buyers off guard.

Overpricing and Poor Value

• A recurring theme is that products are significantly overpriced for the quality delivered. Many diamonds lack independent GIA certification, raising concerns about whether stated quality grades are accurate.

Customer Service Issues

• Reports of dismissive or unhelpful staff when raising complaints. Some customers describe high-pressure sales tactics in-store, particularly around care plan upsells.

Delivery Delays

• Online orders arriving significantly later than advertised, with some customers reporting delays of nearly two weeks beyond the expected delivery date.