Wallace Bishop

Two pieces of jewellery (necklace and bracelet) both broke within 6 months of owning. They are clearly cheaply made and bad quality. Necklace was replaced but as the bracelet broke off and couldn’t be found, they would not do anything to replace it. Even after waiting a month for a reply (the only reason I got a reply was because I followed up. Really disappointing product quality and service Show details

Update: THE RING IS BACK! Finally! It looks very similar so they did good with that, had it scratch tested to make sure it’s the same gold because at this point I don’t trust Wallace Bishop as far as I can throw them. It is significantly less TW and the ring is much thinner than the original ( I approved the drawing so I’ll wear the blame for that… Read more

one) however the one thing that is now the issue is I don’t believe that’s my stone! My stone had a small deep scratch and a small S engraved into it. It was a secrets shh ring and that is their diamond and after taking it to an independent jeweller that had seen and worked on the ring previously, the S and scratch is gone. It also doesn’t reflect light the same which has me strongly believing that the stone has been swapped. I have once again sent head office an email, awaiting response. They have until Friday the 5th of September to reply with a solution or I’ll be heading to court. No further updates. Steer clear!

Update: I still haven’t heard a peep from head office but the store has come to the rescue. They had new drawings done for my ring which are perfect. The store manager has even got some pep in her step and my interaction with her was awesome today when I went in to approve it. Maybe she was having a bad day the last few times I went in but she seems to be helpful and understanding now. Fingers crossed the ring comes back as per the specs they have made because they have done them perfectly and if so I’ll gladly remove my review. They are very redeeming themselves even though the issue shouldn’t have happened in the first place I appreciate the efforts to fix it.

Hard time getting anyone on the phone and lucky to get an email response except for - this email has been forwarded to management. They do not prioritize customer service nor do they respond to complaints or make you feel even remotely tended to.

I’ve tried to keep the matter private but no one on Wallace Bishop’s end has responded to a single email.

I took my engagement ring which was gifted to me about 8 years ago by my late godmother and purchased elsewhere to Wallace Bishop for a resize. The ring was cut off my finger so I needed it done and I was only getting it resized one size. It came back and it was perfect.

6 months later I decided the size wasn’t quite right and took it back to Wallace Bishop for another resize and BIG MISTAKE!

It was going from a M to an O and when it came back the ring was so thin at the bottom. It was originally a solid 14ct gold diamond solitaire that had a solid 2mm band width around the whole band. It came back with a tapered 1.5mm bottom width and was so thin everyday wear would crack it.

I was served by the store manager and (as mentioned by most people posting reviews) she didn’t apologise at all and even went to the point of saying “well you only asked for a resize, you didn’t specify it needed to be the same thickness”. I didn’t think I needed to specify you are jewellers and if it came in like that send it back like that. She went to send it back for another “resize” but knowing a little about jewellery I knew if they tried to build gold on what what little material was left, it wouldn’t have been enough to work with so I told her it probably needed a 1/4 reshank to fix it.

She then tried to charge me more than $150 more because I “requested” a reshank to repair their own error. I was like a deer in the headlights, didn’t know what to say so I bent over and paid the extra $35 (50% of the cost) to get it sent away.

The cherry on the cake for me was when she said that the ring is thin “due to age”. The blurry photo of it on my finger, that was taken in March 2025 so unless a 10 year old ring withers away by 0.5mm width and thickness in 4 months, then that isn’t the condition I brought it in. It could have been a 500 year old ring but if that’s not the condition it was brought in, don’t use its age as an excuse to justify your bad repairs. I wouldn’t expect it to be in a lesser condition when I get it back from a qualified and reputable jeweller.

The ring got sent away again and came back yesterday. It’s now a completely different ring. I have a solitaire 14ct yellow gold ring with a diamond set in white gold. Flat edges on either side to allow a wedding band to sit flush and a tapered top with the diamond in it. (Pictures attached)

When it came back it looks like they have shoved my diamond on top of a gold o-ring. Literally a 2mm circle. My original ring was already 2mm around the shoulders from the stone, it just needed the underside to match which is what the 1/4 shank was for. It came back and doesn’t look anything like what it originally did and it has now been sent back for the 4th time. I’ve attached a photo of the actual ring as per the company website it’s from and what it SHOULD look like (and how it looked when I left it with them) and then the end result of their botch 1/4 reshank. The sides and top should never have been touched. It even looks like the claws have been changed.

I’ve attached photos of the thickness on my finger prior to the resize with them as well as the narrow, stretched size underside I got back when they resized it. Just to make sure I wasn’t losing my mind, I even took it back to the store it was bought from and matched it up with the exact same ring they have which showed what was done to my ring is visibly thinner when it was resized. It’s a $2k ring and all it originally needed was a simple resize, now it’s looking like it needs to be rebuilt.

I personally don’t think I should need to pay a cent more considering the error is a technician error and the only reason I mentioned a reshank in the first place is because I knew there wasn’t enough gold to work with after they cut and stretched it trying to resize it on the cheap. It didn’t look like any gold was used during the resize, they tried to use what was there. I have emailed 5 times and called head office more times than I can poke a stick at. Not a single response. The ring is still with them.

Their Northlakes store manager is an unapologetic, unempathetic robot who has the customer service skills of a pinecone. I don’t think she understands how jewellery is made or repaired and doesn’t seem to comprehend that the 1/4 shank I mentioned is what was likely NEEDED to fix the damage that the resize caused.

She said I should have asked for a reshank to begin with if I wanted that, not a resize. IT DIDN’T NEED A RESHANK when I first brought it in, it was a simple resize and had enough gold to work with. After the resize there wasn’t enough gold left and the integrity of the ring would have been compromised trying to put more on. If that’s not what was needed the manager “jewellery specialist” should have piped up and said something not just reached for the eftpos machine when she saw dollar signs in my request. She has mentioned many times that “you agreed to pay the amount for a reshank so just pay it”, she tried to blame me for not requesting it come back in the same condition I left it in, but any reasonable person, having had a resize done before would assume that the ring will stay in exactly the same condition it was brought in it would just be bigger or smaller.

The lack of any kind of customer conflict resolution skills and lack of interest in coming to a mutual resolution for both parties outside of a court room to resolve the issue other than sending it back a bunch of times and noting “I don’t want to pay for it” is not the level of customer service I would expect from a high end jeweller. Lady, point all the fingers you want but as a manager of a reputable store YOU should have taken accountability for the error, apologised profusely and had the company absorb the cost to repair what I originally paid for which they didn’t send back correctly. You took the resizing cost off the reshank (yipee) but it wouldn’t have needed to get a reshank at all if the resize was done properly in the first place. Are you seeing the issue yet? She pins blame on customers for her own lack of knowledge and seeing as she should be the “professional” and I am simply a peasant customer who doesn’t know what I want, for her not to request a reshank at her own accord after seeing how thin the band came back from the resize is concerning. I AM NOT A JEWELLER. The reshank was what I believed needed to happen to repair it but I am not qualified to definitively say that’s what it needed. She looks down on customers like they’re an inconvenience, ignores mid conversation and treats you like you’re difficult when you question why items come back unsatisfactory to simple requests you’ve made for repairs. The repairs are not done by her, the damages aren’t her fault but she is the face of them. If they aren’t up to snuff then apologise for the error made by the other department on behalf of your company and work toward a resolution for your customer. THAT’S YOUR JOB.

It looks NOTHING like the ring I dropped off except for the fact it’s gold and has the same diamond. There is no “sorry for ruining your ring”, no “I’ll try my hardest to help you get it back as expected” nothing. She is still adamant I should pay because “I requested it”. I wasn’t happy! I told her this and told her I didn’t think I should have to pay a cent more for an error your technicians made in the first place but at the time I felt I HAD to pay for it to have it sent back to repair it. I didn’t have a choice. I wanted my ring fixed. If she wasn’t so busy sitting all high and mighty on her “I’m the manager” pedestal she would have clearly seen that a reshank was the only way to repair the resize which was not done correctly the first time so regardless of if I had mentioned it or not, that’s what was likely going to be done to the ring in order to repair it and even that wasn’t done right. At any point she could have said “let’s just send it back and see if they can repair it before you send it away for a reshank” but nope. She saw $$$ signs and didn’t even question it.

My concern now is that when it does finally come back are they just going to try and replace it with 9ct filled gold and think I won’t notice. I’ll be getting TW of the original ring and keep it on hand to weigh what I get back as well as getting an independent jeweller close by to metal test it. The workmanship of some of their technicians are sloppy, the store manager of their instore customer service is unhelpful and they don’t like to be held accountable for their mistakes. The original jeweller who resized it the first time was awesome but everyone else that seems to touch it is just making it worse.

On a positive note, [Name Removed] from Northlakes is an absolute star! She has gone above and beyond and actually listens to you. She is passionate about her job, jewellery and the customers she is helping. She has put fast tracks on my jewellery so I wasn’t made to wait weeks for it and is also 150% committed to making sure I’m happy with what I’m walking away with. She gets a 11/10 STAR rating from me! There was also another young gentleman that use to work there who was a 10/10 but I believe he was shafted out of his role as he’s no longer there and works at another jeweller now. He was an absolute asset to Wallace Bishop that they’ve let slip through the cracks.

Other than [Name Removed], at this stage this whole ordeal has been devastatingly inconvenient. Not only has my sentimental piece of jewellery been warped and ruined, the store manager finds a way to blame customers for her companies lack in ability to complete their own work.

Australian Consumer Law prohibits conduct, in trade or commerce, that is misleading or deceptive or is likely to mislead or deceive. When I asked for a resize and was not advised it will be returned in a lesser state (less gold, thinner and not done satisfactorily) that to me is misleading and deceptive. I believe, by not advising me prior to the initial resize that my ring would not come back to the same standard, will be thinner both width and thickness it could have allowed me to find another jeweller. This was not disclosed to me at any point. When a 1/4 shank replacement turns into a new ring that is not the service that was requested to be provided. Silence is also misleading. Nothing was mentioned at any point that the entire ring would change with a 1/4 shank replacement, the shape (my ring had square edges to allow a wedding band to sit flush) as well as a tapered setting on top to raise the diamond so when you have a wedding band next to it it doesn’t rub but when it came back is the was a rounded ring both general ring shape as well as the edges and a diamond set in a shallower setting, that is also misleading. That’s not what I asked for, that’s not what a normal and reasonable person would expect from asking for a 1/4 underside reshank. I have attached a photo of what it should look like. Now imagine a gold tube in a circle (so rounded edges all around) 2mm thickness with a diamond and claws stuck on top like a birthday candle in a cake. That’s what I got back.

A 1/4 shank does not replace the entire band nor should it change the shape and setting. The setting style is not even the same as when I left it, and when you ask for a simple resize or 1/4 shank, you don’t expect to get a completely different ring in return. That’s deceptive conduct and Under Section 60 of the ACL, when you pay for a service (like jewelry resizing), it must be performed with due care and skill. If the resizing caused damage or made the jewelry thinner, it would be a failure to meet this requirement. The damage was caused by poor workmanship and I should not have to compensate for a job not done properly.

The entire ring now needs to be remade all because the technician wasn’t qualified enough to do a simple resize or 1/4 shank when they made the initial mistake. I’ve sent them photos of how it looked when I gave it to them, they are now in the process of attempting to repair it. Hopefully a senior technician can get his hands on it and have a go because it looks like they’ve shafted my ring off to an apprentice.

If the ring doesn’t come back to the standard in which I left it in, 14ct solid yellow gold with my sparkly diamond set in a 6 prong white gold setting on top in the same condition, shape and setting I gave it to you in, then I’ll be inconveniencing the hell out of them in small claims court. I won’t just be asking compensation for what I paid, I want compensation for the value of a new ring replacement. Which is a lot more than my simple resize should have costed.

When a company has 75% of their reviews as negative, believe them. I didn’t even bother to look when I took it in because my first experience was awesome but I can now see my initial experience was just lucky.

I’m still waiting for a response from anyone at Wallace Bishop head office as they bury their heads in the sand when it comes to issues on their part.

Take photos of every angle of your jewellery before sending it to these guys. They will try and swindle you and if you don’t know what you have or have proof of how it looks before you give it to them they will try and blame you for their incompetence. I expect a resolution and response. Doubt I’ll get one because they don’t seem interested in helping on a customer service level to resolve the issue. Wallace Bishop would be rolling in his grave if he knew what his company has turned into. It used to be quality craftsmanship and considered a higher end jeweller. Not anymore.

I would avoid this company and this store at all costs. I wouldn’t buy their jewellery and I certainly wouldn’t go anywhere near their repairs department. Pay the extra and go elsewhere.

I’ll gladly remove my review if they can resolve the issue to a satisfactory standard but my hopes aren’t high and all my attempts to privately contact Wallace bishop have fallen into unmonitored inboxes. Don’t even bother with their customer service line.

Not honouring your programs – Have purchased a lot of jewellery form W/B over the past 20 to 30 years without any problems until now. Bought the wife a expensive bracelet and got a gold card membership. One of the benefits of a gold membership is a $25 gift card on her birthday for a period of 10 years. She has never received a gift card nor any correspondence from W/B. Up… Read more

going into the shop and asking about the gift card they told me they don't do that anymore. I showed all the paperwork on the purchase date and gold card program and they still told me that they don't do that anymore, suppose to be valid for 10 years from date of purchase. W/B you have lost all my business from family and friends over a mere $250.

Service above standard – My husband & I went to the Capalaba store to see if we could have my wedding and engagement rings cleaned. We were greeted by a young lady at the store, she was very professional and extremely helpful, I only know her as Patty. We both actually felt like she showed genuine concern for our jewellery and gave us some very good advice. Which we… Read more

were both very grateful for, how refreshing. My husband and I would like to say thank you so much for your service and the knowledge that you passed onto us.. Mr & Mrs Michael Patti

DISGUSTING customer service EVEN when their fault! – Was emailed about how something oversold online, After the sale was finished and then told that I could pay an extra $220 to change it because the sale is over And I can’t be replaced for the sale price even though that’s not my fault and the replacement item would’ve been $40 more so I’d rather lose $440. Show details

Wallace Bishop fail to uphold the warranty they sold on a Tissot watch – The Tissot watch I purchased from Wallace Bishop (for $675) stopped keeping time after 18 months. Tissot claim the minor marks on the watch show impact damage, so the required $295 "service" is not covered under warranty. Wallace Bishop refuse to fix watch under the 2 year warranty despite their own technician stating: "Whether the dents to the… Read more

timepiece is the sole cause for the timekeeping issues cannot be absolutely determined". Office of Fair Trading could not change their mind. Suggest QCAT only option to progress this. Stay away from Wallace Bishop and stay away from Tissot.