Secrets Shhh Castle Towers - Castle Hill (NSW)

1 /5 negin motamedi: I was very disappointed with this shop today. They had a sign today out of their shop door for “ free jewelry cleaning today” so I went home in traffic and came back with a few pieces if jewlleries for cleaning to be told by the shop keeper it is juts if you have bought the jewelry from our store ( which is a usual service all jewelry shops doing every day for their customers anyway) . There was no mention of this on their sign and was such a waste of time . Considering it is very easy and cheap service to provide using ultrasonic machine with no efforts required I was very surprised they refused to do so despite of using the sign as an advertisement. Bought the machine very cheap online anyway!

1 /5 Mari OBrien: I went in to get 3 pieces of Secrets Jewellery cleaned the rude younger girl with dark hair didnt acknowledge me at all, a lovely new staff member was happy to assist. The rude assistant rolled her eyes and made it very clear that it was such an imposition for her to be cleaning my jewellery, never have I experienced such hostility in secrets or felt like scum in secrets store before. I was wanting to purchase a few items that I asked about but due to her poor customer service and lack of knowledge have decided to walk out. Must I point out I returned a few weeks later dressed in my work clothes and the same rude assistant treated me as I should have been in the first place. My point is you have a sales assistant that prequalifies/judges people on how the present themselves.

5 /5 Chez Richards: A worthy 5 star, beautiful customer connection. I went in to ask Tess a question about cleaning my white gold engagement ring. Tess happily offered to clean my (non store bought) engagement ring (at no cost) and gave me some sound rhodium dipping/lifetime care advice. Thankyou so much Tess, it was great to meet you and I appreciated your time and good old fashioned customer service.

5 /5 Manisha Singh: I have been dealing with the store for a while and have gone through many difficulties with the previous staff that worked there with regards to my jewellery not being placed under my account and their communication and lack of interest in customer service. I had an issue come up with my jewellery and needed it looked into. The current staff there Tess - manager, Anna & Riya have been absolutely amazing in the whole process I’ve had to go through for the last 6 weeks. They have gone out of their way to provide exceptional customer service, follow ups, making me feel heard and empathised with me. I can say my hope in the store has been restored after dealing with these love ladies! (PLEASE BE ADVISED THE FIVE STAR RATING IS ONLY FOR THE ABOVE REVIEW FOR THE STAFF AS FAR AS MY NEW FOLLOW UP REVIEW BELOW I GIVE ZERO STARS FOR THE BELOW NEW ADDITION TO MY REVIEW WHICH I WASNT ABLE TO DO SEPARATELY) I wrote a review a few weeks ago which I standby with regards to the staff in the store who helped me they have been amazing. This review is write now is not a good review at all. After recieving my ring back and being advised it was fixed a few days after picking it up I noticed it was not fixed at all (for the second time). The same two diamonds in the same two places were not shining like the others and were not fixed as I had been advised the jeweller had replaced them however the only diamond that was replaced was my wedding band not the other cushion cut ring. I am extremely disappointed I had to take my ring back again to the lovely staff at the Castle Towers store who again saw my frustrations and did what they could to help send the ring back to the jeweller and make all the calls required to get it looked at again. Even they could see the ring visibly had not been fixed as per what the jeweller had said. I received an update a week later advising the jeweller will fix the ring that they had apparently already done by replacing the diamonds which they didn’t do on the cushion cut ring. I was also advised my cushion cut ring was bent out of shape which is not accurate at all as I barely wore my rings since I got them back and the staff at the castle towers store have photo evidence to prove the ring was NOT bent out of shape. The amazing ladies in the store have tried pushing for a new ring due to the fact of all the issues and back and forth that has occurred. The jeweller said no. I also would like to point out the lack of professionalism from Imran the regional manager. The last time I had this issue before I picked up my ring he communicated with me twice and then blanked every message and disrespected me by not replying. He advised the staff many times that he would call me and speak to me about it and didn’t. I am beyond disappointed in the service I have received from the jeweller and the complaints team at head office. I have worked in customer service my whole life and this is not how you do it. Safe to say I will not be shopping here anymore nor will I bring any of my family to shop there. This is sad as I did really love the jewellery and the ladies at the store. They have gone out of their way for me every single time and I am so very grateful for them. I have finally received my cushion cut ring back now and AGAIN it’s not fixed properly it’s not shining to the standard when I first purchased my ring. The way it was for two years after I bought it before this issue happened. I literally broke down crying in the store and the amazing Tess was consoling me. Cannot believe this whole process has been going on since the end of March and it’s still going on. I have no words left. It’s have lost all hope at all. It’s my 1 year wedding anniversary in two days and still nothing has been solved. I am however forever grateful for Tess and her team constantly being there for me every single day. I just don’t know what is going to happen anymore. It’s coming up to 3 months now… If the owner of the business would like to give me a call Tess has my number.