Maison Birks

My partner and I went to the Oakridge branch to search for wedding bands. Emily was very welcoming from the moment we walked into the store. She showed us many selections of rings, and checked our sizes as well. I didn’t feel pressured to spend a big amount or looked down upon. Since our initial visit, she has taken care of both our ring sizings, and ordering my partner’s wedding band, always with a smile and a positive attitude. Her communication was top notch - letting us know right away when everything was done and when we could come in. Emily, thank you for all your help. The store is very fortunate to have someone like you working there.

When I purchased my Omega wristwatch from Vancouver Downtown Birks, I was given a battery replacement card. When the battery is old, the watch switches to “economy mode” moving second hand only every 5 seconds. This is written in the user manual. When the time came to replace the battery I have taken it to Oakridge Mall Birks. The lady in store took my watch, took the card and told me that they are going to send it somewhere. Ok sure, no problems. She called me back in a week or so. She told me that the watch is not working and requires a cleanup (she quoted $500 +). When I asked what is wrong, she told me that she does not know, but the place where they have shipped the watch for replacement told her so. I asked her to find out what is wrong with the watch. In a few days I got a call from the store, this time from a guy, who told me that the watch requires cleanup because it is not working as the second hand moves only once every five seconds. I have laughed and asked them to replace the battery and send the watch back to me. You would think it is the end of the story. Nope. Got a call in a week that my watch has arrived back. When I stopped by the store next day and got my watch back from the same lady who took it, I have noticed that the second hand still moving every five seconds only. Big indicator that the battery is not replaced. However the lady told me that the battery was replaced. I asked again if she is sure. She said yes, but because the watch was not serviced as she told me it should be, it is not working properly. I also asked if the gasket was replaced. She told that they are not replacing the gasket, when changing the battery. That contradicted what I was told before by Birks, but I did not want to argue. At this point my trust level was not exactly at its highest point. I have taken the watch and brought it to another Omega dealer. Asked them to take a look if there is a problem with the watch. They did so, and informed me that all it is - the battery needs replacement. I asked to replace it, payed for the replacement. They replaced the battery and.. surprise (not really)! The watch started to function normally. I went back to Birks and the lady was not there, but the guy who called me was. I have found out yet another version of the events. This time the watch apparently had water damage and no they did not replace the battery because it would not work anyway! Then the lady showed up and two stories have finally met. The guy has won, and the lady apologized for telling me that the battery was replaced when it was not (and for nothing more). I then have showed them the working perfectly watch. All I got was got a comment that it might work for a while and then stop. It sounded like a suggestion that other Omega dealer who did the work is not competent. I guess I need Omega to get involved? Perhaps they can make sense out of this. Anyway, the whole experience was less than ideal to say the least. This does not feel like the same Birks we used to know.

I spoke with Mark the store manager regarding a return of a Christmas gift I wanted to return. His demeanor was rude , abrupt and unprofessional. He refused to assist with my issue and hung up on me This person should not be in a position of management let alone customer service. Very disappointed I expected so much more from a reputable company such as Birks.

Terrible service, terrible service, The salesperson focuses only on commissions, not services.

Useless customer service. I've had better service from the FedEx guy when buying online. Had to walk up to the counter and ask for attention, they made absolutely zero effort to come to us, and right off the bat suggested we find another shop. Useless.