Zamel's Jewellers - Helensvale

Bought a watch at end of Dec 2022 and by early March 2023 I had to return it as parts internally on the face fell off. Still waiting for it to be returned in May 2023. The staff member who sold it to me was lovely. The different staff member to deal with why the watch has not come back 2 weeks ago was rude and unhelpful. Said she would contact the repairer and message me the next day. 10 days later no contact. Was just a ploy to get me out of the shop since I was complaining. Never buy from here again.

Love the girls in here!My favourite is Lee..they’ve been so friendly and always been full of information. Very grateful to have such great jewellers.

I have been to Zamels plenty of times at Helensvale Westfield. The ladies are awesome, great service, very attentive to your needs and wants. Pretty much whenever I go in there, I always buy something. They give good special and get great bargains. I’m class as a VIP and they look after me. Love this shop, love the jewellery I have brought from them. My daughter and friend shops there now. Thank you for my jewellery and great service.

The old lady with glasses and grey hair behind the counter at helensvale westfield, was quite judgemental and rude about my sisters Sydney address, when my sister was signing up to the loyalty program.We both felt uncomfortable with her interrogation, even though the questions were not relevant to signing up.Id definitely wont be going back in there

I’m so appalled with the disgusting customer service from Westfield Helensvale. How I was treated Was disrespectful. I purchased my $1100 ring last year and went back into the store on the 1st of February this year (still under warranty) due to the band of the ring having a chip out of it, the manager informed me that she had never seen something like this before and we have to send it away to head office to be inspected which I was fine with. I advised her on many occasions that I was going away on a holiday on the 20th of February and I needed my ring back before then and I was told that, that’s perfectly fine no worries. I hadn’t heard a single thing from Zamels so I contacted the store and was told they had no idea what was happening and I would receive a call back shortly once they spoke to head office, I STILL hadn’t heard anything hours after that so YET AGAIN I had to contact the store and she apparently just got off the phone from head office who advised that the chip was caused by an impact damage and that they could fix it for $80 to which I declined... how the hell could it be impact damage? My finger would have had to be broken or ripped off to do that kind of damage... the band wasn’t even warped. I told them to send my ring back and I will get it independently assessed they assured me that the ring would be back on the 19th of February the day before I was meant to leave. Still hadn’t heard anything on THE DAY I was meant to get it back, I rang and the sales assistant said that they still hadn’t received it back and would have to ring the courier and see it’s location, I was so infuriated. She called me back to advise that it was STILL at head office and I wouldn’t get it back before my holiday.. I went into the store today to pick up my ring assuming it would be back as they had plenty of time. The rude sales assistant then proceeded to tell me that they’ve had it written in their diary to follow up but they’ve been busy and have had other things to do and that head office was closed and they couldn’t do anything again. I said that that’s not my issue and that they’ve had it for 38 days already and I want my ring back as I said this I raised my voice and was told to shhhh by one of the staff multiple times which in my opinion is disgusting. The sales assistant I was speaking to was throwing the name Claire from head office under the bus saying that she told Claire that she needed the ring back while saying this she was also raising her voice back at me. She also proceeded to argue with me saying that it’s not her fault and she hasn’t got around to it due to being busy with other things... her words exactly! After sales customer service is disgusting once you purchase an item they want nothing to do with you. I will be contacting consumer affairs and the office affair trade. I’m not normally one to give bad reviews but I’m so shocked and appalled at the whole situation.

Nice store plenty of variety and the ladies are very helpful

I had a faulty bracelet that I wore a few times. Took it back and was told it was my fault as they have never had an issue and I must have got it caught. Stood there for ages whilst it was examined. They offered to replace it as it was only a few months old and still in box with receipt. The sales people were very unprofessional and made me feel like a criminal. I asked for a refund but again was told I must have caught it and the bracelet was not faulty. After some discussion they offered to send it to head office to be inspected by a jeweler. Some weeks latter i got a phone call saying the link was faulty!! When I went in for a refund the manager that I had been dealing with was her usual rude unprofessional self leaving it up to a sales person to deal with. I will never never deal with this store again!

Probably the worst customer service I have ever encountered in my life! If I could choose zero stars I would. I returned a piece of broken jewellery and the service person practically accused me of breaking the piece on purpose to gain a refund. She embarrassed herself in front of her own staff by behaving so appallingly. Will never go back there. AND will be telling all my friends about it too! Big mistake, huge