Shiels Jewellers Reviews 954

First and last time shopping with them. Ordered a pendant for my son on the Monday. I was given options at the checkout, regular shipping or express (guaranteed 4 day delivery) I chose express, sent a message out Tuesday afteroon as I had not received a update on dispatch. I had someone reach out and tell me that it takes them 4-8 days to dispatch due to them resourcing from their store then they would express the item. Why offer the express option if it isn't going to get there in 4 days? I said to them this should have been stated in the check out area, it's Friday, 5 days after the fact, no pendant or dispatch email.

I brought Guess watch from Shiels totally thrilled with my purchase, it's so stunning I love wearing it.
thanks Sheils great service.

Rude customer service

Don't buy smart watches from shiels as they are rubbish, battery life short less than a day, pieces fall of it after only 5 months, constantly connecting to my phone when I answer calls, and the list goes on.

Great customer service very polite and friendly

I purchased gold stud earnings & a Jag watches 7/ 2/ 25 total cost $710.20. I wore the watch for 2 days & found it kept loosing time. Took it back to the store & was told it would have to go back to Jag for repair but as the store I bought it from was closing I had to take it to the Tea Tree Plasa store. They told me a 4 to 6 week wait & on inquireing recently was told in no uncertainty terms that it would be a 3 month wait which I find quite unacceptable that it couldn't be replaced or money back & the tough luck attitude of the sales person I spoke to.

Pathetic i bought a ring at elizabeth from Ms S loved to take the sale and my money was told that i needed to resize my ring yep sure or maybe another store had it in great. Over 1 week later called them up as nil correspondence returned to me oh sorry only work 2 days per week haven’t had a chance OM$& what The
you didn’t think today something hello so today is another wasted day don’t will be 1 month since purchase and i may or may not have my ring pathetic people ever again will i buy from them ELIZABETH

I had an extremely frustrating experience with Shiels Jewellers and cannot recommend them based on their complete lack of accountability and poor customer service. I attempted to exchange a G-SHOCK watch that was gifted to me by my company for Christmas at their Liverpool Westfield store. The staff assured me that the watch would be sent off for quality inspection and exchanged for another item of my choice. However, instead of honoring the exchange, Shiels processed a refund-without my consent-directly to my boss, who had originally purchased the watch. This caused unnecessary confusion and embarrassment, as it appeared that I was seeking a refund for a gift, which was never my intention.
To their credit, the staff at the Liverpool store were sympathetic and genuinely tried to help resolve the issue. They acknowledged that there was a miscommunication between their store and head office and did everything they could to find a positive solution (note on the receipt for exchange given to me in store it specifically states that the watch was for exchange and NOT refund). Unfortunately, their efforts were completely undermined by Shiels' head office, which refused to take responsibility for the mistake.
When I reached out to Shiels for a resolution, I was met with dismissive, copy-paste responses stating that online purchases could not be exchanged by the recipient. If that was the case, why did their in-store team tell me otherwise and take the watch for exchange in the first place? At the very least, they could have returned the watch to me rather than processing an unauthorized refund.
Despite my repeated attempts to resolve the issue, Shiels' head office refused to take any responsibility, offered no compensation, and left me without a watch or an exchange. This is completely unacceptable customer service. If you're considering making a purchase here, be warned-if anything goes wrong, Shiels will leave you out in the cold.

*Update 21/03/25* it has been 14 days since Shiels acknowledged this complaint and passed it onto management for “review” I have heard nothing which speaks volumes of Shiels customer service. Never had these type of issues with competitors like Prouds, Goldmarks, Michael Hill or Gregory jewellers… I’ll stick with these more customer oriented jewellers from now on.

Everyone stop complaining about how long it takes to ship😂 they are Jewelers not ship operators

Ordered a custom name sterling silver necklace on the 14th of December for $99.99. When I ordered it did say it could take up to 45 days to dispatch- that didn’t really bother me. The 31st of January I hadn’t had any updates so I emailed customer service and received a tracking number finally same day. Received necklace on the 3rd of February and it wasn’t good quality, the chain wasn’t great and where the name is linked it looks messy like an extra “o” on the end of the name “grace”. I wouldn’t order from here again.

Recieved a aquamarine ring for Christmas. I have only put it on in January and it is completely clear. The moment it was taken out of its box and worn it lost any and all colour it had. Yes it has been cleaned so this is extremely poor quality. If I wanted a clear crystal I would have gotten a clear crystal. Do not reccommend at all!!

Terrible service, not only do they not answer the phone even after multiple phone calls they dont call back either. Tried to purchase my partner the vintage gold casio, they said they would contact me once they have checked the new stock, didn't hear from anyone for a week, tried calling again, no answer. Then after another week they say they have 5 left and they will call around and get one. After all that, still haven't heard anything back. Can't get a hold of them on the phone. Tried calling again today. I don't know why they didn't just tell me from the beginning to just order it online. Instead of being screwed around for weeks and still not receive the product.

Saturday the 28th of December i walked into this store after shopping at other jewellery stores in the sunshine plaza and got served by Emma c she was amazing and I hope she reads this she really made my day I will be going back tomorrow

Exceptional service at their Carindale store, staff member was pleasant, professional & very helpful. I made my decision to purchase Emerald/ Diamond stud earrings after looking at four other jewellers. Best quality/ style at a reasonable cost. Note: I am not the easiest person to interact with & seldom do reviews however the staff there were exceptional

Absolutely disgusted with the product receive and there was an extreme delay between ordering and receiving my ordered watch. I ordered a baby G Shock watch on the 19th NOV and didn't receive the watch till the 6th DEC this was a gift for for my daughters birthday. I was shocked when I didn't receive what was advertised in the picture, I then questioned the team at Shiels and they referred me back to there T&C's where they can send any version of the product that is advertised. No where on the add did it ever stipulate this.

I placed my order, it was delivered quickly and I was kept informed if the tracking

I was given a gold bracelet with a faulty lock. When I put on bracelet it came off. The instore policy clearly reads If they can conclude it is faulty they will refund or exchange.
This was not the case. Tracy at the Innaloo store refused to exchange, even though she saw it was faulty. She was going to get the area manager to call me, but five days later no call. I called head office and they said it need to get sent to their jeweller because they cannot see (from SA) that it is faulty. The bracelet had just been purchased and that was first time worn and it fell off. I tried to tell the manager at head office, but clearly she was not going to listen.
This is truly bad customer service given their policy.
I have since been to another store where they looked at receipt and clearly saw lock was faulty and exchanged for me.
Never again

Purchased a large silver heart and wasn’t sure what to expect, as had some issues buying online. I’m thrilled with the purchase, it was exactly what l was looking for and have had many compliments when wearing it.

WARNING! DO NOT BUY ONLINE FROM SHIELS!!
I purchased an anniversary present online from Shiels Wednesday of last week. I even called to speak to a consultant before making the purchase to discuss the purchase.
After one week I heard nothing, so I called to follow up & was promised a call back. I didn't get one, so the next day, I followed up again.
Finally, I was told that someone else sold the item I bought & there was no other one available. What would've happened if I didn't follow up?
As if that wasn't bad enough, I was then offered a lab grown diamond in place of the natural diamond product I purchased!! I offered other suggestions but was met with a rigid response, so I asked to speak to the online manager to work through a solution. She didn't even have the care to manage a phone call to resolve the situation. Just a throw away email a day & a half later.
Now, nearly 10 days after my purchase, I receive an email advising that I'll get a refund.. which will take up to another 10 days. That's nearly 3 weeks before I can shop for an alternative, which means I will likely run out of time & have no present for a milestone anniversary.
Thanks for turning a moment of celebration into a moment of stress Shiels!! Clearly we have different ideas of what "the leading jewellery retailer in Australia" means.

The customer service
Quality of products
And prices