Michael Hill International review: Broken chain that we took to Michael Hill to get repaired

1. On 24 August I took my mothers chain into Michael Hill, Mandurah as it had broken and we wanted to get a quote to have it repaired. I did explain that my mother had a polo neck jumper on the forgot she had the chain on when she removed the jumper and that is how the chain broke.

2. We were given a quote of $70 to solder the chain and we accepted this quote.

3. My mother collected the chain on 16 September. When my mother got home it was noticeably longe than before and we thought we had been given the wrong chain. I returned to Michael Hill, Mandurah and spoke tot he manager, Tara. She explained that it was the our chain but that it was so damaged and stretched that it would probably break again. She placed our chain next to a new chain and showed me how much it had stretched and how damaged it was.

4. On 17 September my mother wore the chain and it broke again in a different spot. She was just walking along and it fell off her neck. No trauma or force involved.

5. On 21 September I returned to Michael Hill, Mandurah to say we were unhappy to have paid $70 for a repair when it broke again the next time we wore the chain. The woman I spoke to said the jeweller that does the repairs does a full appraisal on the chain before he works on them and would have informed us that the chain was damaged at the time of giving the quote. I advised her that we were never told anything apart from the cost of the quote. This woman looked it up on the computer and said she could see we were not informed of the damaged to the chain and that there was nothing she could do but that I should come back and talk to the manager, Tara.

6. On 23 September I returned to Michael Hill, Mandurah and Tara said that nothing could be done as we had accepted the quote. I explained that no one had informed us that the chain was damaged and that it was likely to break again before we had it repaired. She advised me to contact customer care.

7. I contacted customer care on the same day and after many emails to Shae and Kim I was told that there was nothing they could do as Tara, the manager of Michael Hill, Mandurah has the final say.

All I am trying to explain is that we were never given the opportunity to make an informed decision on getting the chain fixed. The onus is on the jeweller who repaired the chain to inform us that it was damaged and likely to break again when giving us the quote. If we had been told of the damage, we would never have got the chain fixed. As soon as Tara saw the chain, when I took it back after it was soldered, she saw straight away that it was so damaged and she said it would probably break again so why were we not told this before the repair.