FAULTY PRODUCT, CRIMINALLY BAD CUSTOMER SERVICE

My partner purchased a tennis bracelet as a gift for me which was over $2000 dollars.

The service we received after being given a faulty product was insulting, unprofessional and disappointing.

We got married in March of this year and my partner got me a tennis bracelet as a wedding gift. I wore the bracelet the day after the wedding and immediately noticed the clasp was broken. He returned the bracelet the following week receiving an apology and a replacement. I work in health care and can not wear jewellery to work, - so it was a week or two before I put on the replacement. I was careful with it given the first experience. I tried it on at home then went to remove it, the entire safety clip snapped off. We returned to the store with a plan to get a refund because it had been such an annoying experience - they admitted the whole product line was faulty, and told us they were working on the “mechanism” and would return a corrected product. This was reassuring because it was apparent to us the item was faulty given it was the second time and we figured if they had identified this issue they would correct it. We got the THIRD bracelet. I did not even get to wear it out of the house because I put it on once and removed it once and the mechanism broke again. My partner took the bracelet back - fully in tact and obviously unworn with no wear and tear apart from the faulty clasp. They told him I had been too rough with the clasp and completely denied the earlier conversation about the piece being faulty, suggesting that my partner was lying. I am not a stupid person, I was putting that bracelet on knowing the last two had already broken - I had been very careful. We respectfully requested a full refund (feeling a bit stupid for not having done so earlier.) The bracelet was then with them for weeks. They refused the refund, then said they had to speak to management, it took WEEKS. This process of them claiming they needed to speak to “management” and other vague excuses went on and on with many phone calls. It got to the point we told them we were going to go to consumer affairs and lodge an official complaint before we got a meaningful response. It was appalling. I can confidently say I have never had such a bad retail experience. After weeks of rubbish and threatening formal complaints they finally refunded the bracelet. But it was over 6 months and they were incredibly unpleasant to deal with.

I’ve decided to never walk into a Mazzuchellis store ever. Appalling after sales service. Despite being a VIP customer, I was charged to shorten a chain purchased from Mazzuchellis Burnside. Have been purchasing jewellery for almost 10 years now and the time has come to never step into Mazzuchellis ever. There are heaps of other reputable jewellery store that deserve business. I have asked for the Manager and the General Manager to call but no call back from either to date. Totally disappointed and frustrating. To be honest, I will not even be giving a one star.