I originally bought my girlfriend an expensive necklace and bracelet from this brand. She loved them so much that she later returned to purchase additional necklaces for herself and her sister.
However, within just two years, all the necklaces and bracelet have repeatedly broken. She has already had to return multiple times for repairs. On her most recent visit, when she raised concerns that the items may be faulty due to how often they snap, she was told: “Yes, we agree, we advise not to wear them every day.” She was then refused further repair service and told to take the items elsewhere to fix.
This response is unacceptable. If a product cannot withstand regular wear, that should be clearly communicated at the time of purchase. Customers should not be blamed for using jewelry in a normal way. More importantly, when a product repeatedly fails, the appropriate response is to stand behind it, whether through replacement, exchange, or proper repair. Not to send the customer elsewhere.
As a business owner myself, this reflects poorly on both product quality and customer care. We expected better accountability and support, especially given the pricing. A one year policy to fix their jewelry just shows how much they value their customers, very disappointing.
Unfortunately, this experience has completely lost our trust and future business with Melanie Auld. We will be sharing this experience so others can make informed decisions.
To Melanie Auld: if you’d like to make this right you can share a phone number or email and we can be in touch on next steps.
Tao P
Jun 2026
Frustrating experience. My girlfriend loved the earrings I bought her for her bday, and now 5 months later the post broke and the store said they won't fix it, she can only exchange it for a different item (kind of ruins the bday present). According to my GF she has had 2 other pieces of jewellery break and they won't do simple repairs, or help you find somewhere to repair it. (the post broke from regular day wear, not sleeping in them, swimming or anything).
Emily Toso
Jun 2026
Everything I’ve ordered has been perfect. Great costumer service !
Daniela Jean
May 2026
Sara helped me make my necklace and was the best staff I think I have had anywhere in a long time! She was great. Thank you!
Cammy
May 2026
MAJ is one of my favourite places to shop. They have timeless pieces and the most amazing collection of one of a kind stones. I get so many compliments from my pearl necklace to my jasper donut earrings. I always have the best experience in person and I have bought online a few times as well. Definitely the best kept secret in Vancouver. I love the store 💕
Roxane Ward
Apr 2026
Melanie Auld has some terrific staff ... so friendly and helpful. The turquoise huggies I bought are also pretty sweet.
Carrie Johnston
Apr 2026
I had such a great experience with Melanie Auld Jewelry. I ordered a necklace and charm, and unfortunately the charm broke—but their customer service was incredible. They responded quickly and sent out a replacement right away, no hassle at all.
It’s so refreshing to see a company stand behind their products and take care of their customers so efficiently. I’ll definitely be ordering from them again!
Lea Cheverie
Mar 2026
I’m a long time customer & I’m never disappointed. recently I had a issue where I wasn’t satisfied, and I went into the store ready to fight for what I thought I deserved and didn’t even get a chance to do that. They already swooped in and gave me the best customer service: a better outcome that I could’ve possibly even asked for. I was thrilled, and they retained me as a loyal customer for life. Special thanks to Laura.
Denise Wong
Mar 2026
The permanent bracelet that they did for me never holds up, it broke multiple times and I have had to pay extra to get it re-welded.
Karen Wong
Feb 2026
Lovely jewellery MAJ carries, but it’s the customer service online and in-store that stands out for me. The sales associates in store are always so helpful and patient while they respond quick online and do their best to help however they can. I have been buying their jewellery for years and will continue based on their service
Vibriance
*READ THIS BEFORE BUYING*:
I originally bought my girlfriend an expensive necklace and bracelet from this brand. She loved them so much that she later returned to purchase additional necklaces for herself and her sister.
However, within just two years, all the necklaces and bracelet have repeatedly broken. She has already had to return multiple times for repairs. On her most recent visit, when she raised concerns that the items may be faulty due to how often they snap, she was told: “Yes, we agree, we advise not to wear them every day.” She was then refused further repair service and told to take the items elsewhere to fix.
This response is unacceptable. If a product cannot withstand regular wear, that should be clearly communicated at the time of purchase. Customers should not be blamed for using jewelry in a normal way. More importantly, when a product repeatedly fails, the appropriate response is to stand behind it, whether through replacement, exchange, or proper repair. Not to send the customer elsewhere.
As a business owner myself, this reflects poorly on both product quality and customer care. We expected better accountability and support, especially given the pricing. A one year policy to fix their jewelry just shows how much they value their customers, very disappointing.
Unfortunately, this experience has completely lost our trust and future business with Melanie Auld. We will be sharing this experience so others can make informed decisions.
To Melanie Auld: if you’d like to make this right you can share a phone number or email and we can be in touch on next steps.
Tao P
Frustrating experience. My girlfriend loved the earrings I bought her for her bday, and now 5 months later the post broke and the store said they won't fix it, she can only exchange it for a different item (kind of ruins the bday present). According to my GF she has had 2 other pieces of jewellery break and they won't do simple repairs, or help you find somewhere to repair it.
(the post broke from regular day wear, not sleeping in them, swimming or anything).
Emily Toso
Everything I’ve ordered has been perfect. Great costumer service !
Daniela Jean
Sara helped me make my necklace and was the best staff I think I have had anywhere in a long time! She was great. Thank you!
Cammy
MAJ is one of my favourite places to shop. They have timeless pieces and the most amazing collection of one of a kind stones. I get so many compliments from my pearl necklace to my jasper donut earrings. I always have the best experience in person and I have bought online a few times as well. Definitely the best kept secret in Vancouver. I love the store 💕
Roxane Ward
Melanie Auld has some terrific staff ... so friendly and helpful. The turquoise huggies I bought are also pretty sweet.
Carrie Johnston
I had such a great experience with Melanie Auld Jewelry. I ordered a necklace and charm, and unfortunately the charm broke—but their customer service was incredible. They responded quickly and sent out a replacement right away, no hassle at all.
It’s so refreshing to see a company stand behind their products and take care of their customers so efficiently. I’ll definitely be ordering from them again!
Lea Cheverie
I’m a long time customer & I’m never disappointed. recently I had a issue where I wasn’t satisfied, and I went into the store ready to fight for what I thought I deserved and didn’t even get a chance to do that. They already swooped in and gave me the best customer service: a better outcome that I could’ve possibly even asked for. I was thrilled, and they retained me as a loyal customer for life. Special thanks to Laura.
Denise Wong
The permanent bracelet that they did for me never holds up, it broke multiple times and I have had to pay extra to get it re-welded.
Karen Wong
Lovely jewellery MAJ carries, but it’s the customer service online and in-store that stands out for me. The sales associates in store are always so helpful and patient while they respond quick online and do their best to help however they can. I have been buying their jewellery for years and will continue based on their service