Shiels Jewellers

"I purchased my wedding ring in 2020. When I made this purchase i was not offered a care plan. After 3 years a jewel has fallen out and I had to take it in to be fixed (on the 7th March) and this is when I discovered that I had no care plan in place. Due to this, I was told I would need to pay full price for the repair. I contacted via email to put in a complaint regarding this hoping they could fix the problem. What a waste of time. They said I needed to purchase a care plan when I bought the ring so there is nothing they could do. I advised them multiple times I was not offered a care plan which I should have been under duty of care so I wanted them to do something to rectify this situation because it's not my fault someone didn't do their job properly, if I was offered a care plan at the time of purchase I would have paid for it because a wedding ring is an important piece of jewellery! They didn't do anything to fix the fact I wasn't offered a care plan at time of purchase but to repair my ring they said they got me a "special" one off price of $68 to have my ring fixed. The shop had had my ring for a month at that point so I called them and they stated it would be $165 to fix the ring. I advised them that I was told by email it would only be $68 due to previous issues stated above. She said no one made any notes on file and she would need to contact the ring repairs department. Even though in the email I advised them to go ahead with the repair, when I contacted them via phone they stated it still hadn't been fixed because no one actually contacted me when a quote came through to the store. I was then contacted on the 18th April to say my ring wouldn't be ready until 28th April, when i asked why the date had been pushed back she said she didn't know, she said they aren't given reasons, they are just given dates. After hearing nothing I rang on 30th April and was told it wouldn't be ready until the 3rd May. She said it would be $165 and yet again I had to explain all the previous circumstances. I picked up the ring on the 4th of May and was told again it was $165 and I had to show them the email saying I was quoted $68 because no one bothered to make any notes on the file even though I spoke to so many people. Who knows why it took nearly 2 months to fix my ring. I am really angry with the customer service at Shiels and I'm being punished because some person didn't do their job and offer me a Care Plan when I bought my ring. I will never be shopping at any Shiels stores ever again. I'd given them 0 stars if I could."

"Great sale price from friendly staff"

"If I'm ever to shop in shiels again will only use this store the staff are friendly and amazing always willing to help their customer service is amazing if only your other stores were as good as this one"

"I brought a watch which was fairly inexpensive from shiels in Morley. When I got the watch home and tried it on I found the strap had sharp edges on the underside which scratched my wrist. when I returned to store to change the watch due to the defect the manager advised I couldn’t return due to COVID!!! And I needed to pay for the watch to be fixed!? It was new out of the box! Quality is incredibly low, customer service is terrible. No warranty due to COVID!? Complete and utter lies. I now have a watch I can’t wear or return so I can only throw in the bin! I now complaint to the manufacturer and ask them if there’s no warranty due to COVID. I don’t earn much so when I buy something it means a lot to me but not these people now I have nothing. Never buy from here.."

"Check what you’re paying for! I purchased a ring on Saturday and, as they were having a sale I asked how much it was. The sales girl checked the computer and said it was reduced to $808. When I went to pay she asked me if I wanted to sign up for the Lifetime Care Plan and told me what it provided. I asked if there was a cost involved and she told me “no, it’s included in the price” so I gave my personal details, paid the $808 for the ring and left. When I got home I looked at the receipt and noticed the price of the ring was actually $699 and the Care Plan was $109 - totalling to $808. I returned to the store and spoke to the manager who was helpful but unfortunately tried to cover for the sales girl and justify her actions. None of her reasoning explained why I hadn’t been told about the cost of the Plan and she didn’t seem concerned that I’d been blatantly lied to by her team member. I actually got the feeling this kind of deceitfulness may be considered acceptable. I was eventually offered a refund of the $109 but the experience was unpleasant. Be wary if you purchase from this store and check all costs before paying"