Mazzucchelli's Jewellers - Chadstone

"This afternoon we were ready to buy a South Sea peral earing with 18ct yellow gold from Mazzucchelli shop at Chadstone shopping centre. Our 44th wedding anniversary and it supposed to be a gift from my husband. It was on sale for $1700. I love it and ready to pay the lovely shop assistant keying in the product code and said sorry price gone up to $2100. She is asking me to pay extra $400. The price tag has the sale price. She told us they are having a big sale they are moving downstairs. Then she was telling us sorry cannot give it to sale price Then why they had the sale tag. .They were misleading customers. We didn't buy. We didn't like their dishonesty and very disappointed. Here in Australia big shops don't cheat their customers like that.. I will never shop at this jewellery shop ever."

"Hopeless. Their sheer arrogance, incompetence, apathy, and disinterest are next-level. Complete and utter absence of any after-sales support. It seems to be their modus operandi to sell premium items at a very slight discount during sales or promotional offers, and when such an item turns out to be defective or faulty, to simply ignore multiple attempts to contact them to have this resolved. I've rarely seen such blatant disregard for customers from any business in any industry, let alone a jeweller or premium watch retailer. From their website: "Present Day: Mazzucchelli’s continues to hold a special place in the hearts of its customers across the country." Oh, it continues to hold a special place in my heart, alright. The special place that ensures that I do not flush any more money down the toilet that is Mazzucchellis, and that I return to one of many retailers who respect their customers and the business they bring. Suggest staying away from these frauds, there are plenty of alternatives where you'll get the level of service and product quality you expect from a first-world vendor. It's hard to know whether any of the 5-star reviews are genuine, but judging from my own experience and reading the litany of detailed and legitimate-sounding 1-star reviews, I would question the integrity of at least some of the positive reviews."

"WARNING!! Do not buy anything from this jeweller. Rude, unhelpful and will NOT refund and NO store credit given. Can only exchange with the item in hand, and only if you have to stand there and argue with them. The gift was expensive and all we wanted was a credit note to use at a later date. Disgraceful for a family business. Don’t believe any of the 5 star reviews, they’re rubbish. Check all the bad reviews before buying anything from this company."

"Do not bother with buying anything from this company. Purchased a wedding ring which we noticed had defects the moment we brought it home. After the store 'replaced' the ring twice, defects were still noticeable. It is virtually impossible to get a refund from this company as the 'area manager' who is the final decision maker never contacts you back. The only way you might get a refund is to bring in legal representation. Avoid this company at all costs and shop elsewhere. The discounts this company provide do not outweigh the terrible business practices."

"To whom it may concern, I have purchased a pair of wedding rings in Chadstone MAZZUCCHELLI store on 15/07/2018. Female ring：18k white gold diamond band $2199 Male ring： 9W RND 0.10 CTW HI I1-2 $1109 My wedding day is on 29/07/2018, that day is our first day to put on the rings. On the morning of 30/07/2018 breakfast time, I found the diamond of the female ring was missing. I was totally shocked, as this is just the second day I wore my wedding ring, and one of the diamonds was gone. I quickly drove to Chadstone store and look for a resolution. The manager assistant, Eileen states they don’t have refund policy, but can exchange for me. The reason that I didn’t agree to exchange is because they don't offer a refund policy if customer change their mind. However, the problem I face isn’t about the change of mind, it is about the loss and damage of the product. The refund policy posted on MAZZUCCHELLI’s website announced that, as their customer can require for a replacement or refund for the major failure and compensation for any reasonably foreseeable loss or damage. Eileen told me she can not make a final decision, because she needs to contact their area manager first. Then, I left both of rings in their store on 30/07/2018. After that I have been waiting for 10 days and there is no one contact me at all during this time. I went to the store again on 05/08/2018, trying to get the feedback but I still didn’t get any answer as Eileen said their area manager will contact me soon, which is the same answer she gave me last time. I did not make a sense what the reason for their area manager takes so long to deal with my complaints, but I still waited for another 5 days. After receiving no response from them during these waiting days, I gave them a call back on 10/08/2018. Their store manager Bonnie picks up the phone, she said they still wait for their area manager to give a decision, and message me later said they need to send rings back to head office to do an assessment before they work out what they can do for me. Another 7 days have passed, still no one gives me any feedback about the assessment. I message Bonnie on 17/08/2018, and she replies me 4 days later on 21/08/2018, “we already contact with head office and regional manager and still waiting for their report. Head office already agree having an exchange if you happy with it.” Until now, it already took 3 and more weeks to hear from their head office but I still not get the final response. I was feeling that I beg them to give me an exchange. But I was totally not happy with their attitude and their decision for me and it was not acceptable. It was not a $10 dollars ring, even a $10 ring will not miss a diamond in the second day you wore it. There are few reasons that I have concerned, 1. It is my wedding ring and it means a lot to me. I have nothing to wear until now. I could not accept it just takes two days to miss a diamond, and it also doesn’t mean a good beginning for our relationship. How can MAZZUCCHELLI, a service provider, to ignore and ruin their customers’ relationship in this way? 2. As a luxury brand, just offering this kind of customer service. I also work in Luxury industry, and I understand well about the rules, and the way MAZZUCCHELLI deals with customer complaint is very unprofessional and even unqualified. 3. According to their such unprofessional attitude, it is hard for me to accept exchange as I could not trust this brand and their post-customer service. What if the product they return to me damage again? I need to do this long-winded and non-reply customer complaint for another time? Why I need to spend my valuable time in this terrible case? 4. I request a fully refund for BOTH RINGS. As they are a pair of wedding ring. 5. I got all the photos to prove the damage ring with date on it and and screenshot with my requests and complaints are reasonable."