Michael Hill Blacktown

Can't describe in words

I have had a really bad customer experience at this store. It's strange because I am a lifetime customer of Michael Hill as my engagement ring is bought from there. Initially the service was great (according to my fiance) but since then I have received poor customer service. My ring was due to get re-dipped as per the lifetime cover but a tiny diamond fell out before I had taken it in. The staff didn't look shocked about this (which is fine I guess) I mean, diamonds shouldn't fall out of expensive rings in the first place expecially if they aren't getting beat up and they're looked after. Anyway. I received a miss call and voicemail stating it would be in store tuesday  (31st oct) by 4pm. I called back to confirm this and a different lady told me it was in the store. I travelled in, was standing there for a few minutes without being acknowledged with two ladies laughing and talking to each other and then to then be told it wasn't in store  and it would 100% be there Tuesday, guarenteed (not my words, theirs) so I called on the Tuesday as they hadn't called me and they told me it wasn't in there with some bull story (again) and the same lady who spoke with me on Saturday told me to call again the next day. I have called and it's just the same story over and over. "It's not here, I will call you" I've been in customer service for 11 years and to me this is just not good enough at all. If they were not sure in the first place then they shouldn't have told me a day in the first place nor should they have guarenteed a day... I still don't have my ring nor do I know when I'll get my damn ring back. They have lost a customer at this store once my ring does come back. This rating is purely about the customer service and NOT the ring.