Underwoods Fine Jewellers

Tracey and the Team at Underwoods have been so fantastic throughout the whole process of designing and making my beautiful wedding band! I couldn’t be happier with the ring even if I tried! Tracey and the whole team were always so happy and welcoming to my many requests and preferences with my wedding band and turned a vision in my head into reality (and not to mention perfectly matching it against my low-set engagement ring). Their service, generosity and expertise really made this ring come alive and I am so grateful to wear this beautiful piece of jewellery for the rest of my life. Will absolutely return and be back for any future pieces of jewellery. 11/10!

10/10 if I could give 100 stars I would! Shelly and Tracey, helped my mum and I create a custom piece for my 21st birthday. I had some images of things that I liked, from there Shelly desgined the must stunning heirloom ring for me to have forever! We were told our custom ring would take 6-8 weeks (which we were more than happy with), we got a text 3 weeks in to say that it was ready! They have the most exceptional service and quality with every Dimond they use handpicked by Shelly and Tracey themselves, they care about your piece like it’s their own. A million times thank you! I’ll be back xx

This is the first negative review I’ve ever written. I’m shocked by the poor service and attitude from the owner, Tracey. I purchased a silver bracelet and was told seven links would be removed for a one-finger fit. When I picked it up, it was 2–3 fingers loose. I politely asked for one more link to be removed, and was suddenly told it would cost $70, despite the incorrect sizing being their mistake. When I returned to speak with Tracey, she was defensive, dismissive, and refused to acknowledge the issue. She kept repeating, "It’s $70 for resizing. You either get it done or you don’t," without listening to anything I said. She even took my original receipt — the one stating "7 link removal" — and snapped that it "belongs to the business." Two clear errors from staff, yet zero accountability or professionalism from the owner. After reading other reviews, it’s obvious this new management has significantly damaged the store’s reputation. Avoid this place for sizing, modifications, or repairs.

I had the worst experience with Tracey at the Blue Duck. I would strongly discourage anyone from shopping there. Not only was I spoken over on the phone, when I called her out on her rudeness and letting me explain, she ended the call. I picked up my repaired necklace one day and it broke in the same spot on the next day. When I went into the store Tracey said she would not assist in the repair. I have been a customer at Underwood's for over a decade and this year alone, been a customer 3 times. Never ever again will I ever buy anything from Blue Duck or get any jewlerry fixed or cleaned. I will warn everyone I know and speak with to avoid this shop and Tracey. The Sunshine Plaza has a number of other jewlery stores. Do yourself a favour and shop elsewhere. Blue duck is not the same as Underwood's. It is a true shame!

Kylie was fantastic. We saw her to buy our wedding bands. She was super helpful and so lovely. Buying an expensive item like this feels so much better when you are buying it from someone who is so lovely and kind. Thank you Kylie for your help.

If I could give Tracey and the team at Underwood Fine Jewellers more than 5 stars I would. Tracey provides the most genuine, friendly and high level service and expertise. I would never go anywhere else. She created the most divine engagement ring for me that was so perfect. Thank you to Tracey and her team.

Extremely poor customer service. I visited this store to address an issue with a watch that was purchased here and was met with outright rudeness. I was dismissively told that the business is being sold and that if I wanted any assistance, I would have to go to the Northlake store. No attempt was made to help, explain, or take responsibility for a product they sold. I then called the store and spoke with the store "manager", Tracey. Her behaviour was completely unacceptable for someone in a management role. She repeatedly talked over me, dominated the conversation, and refused to listen. When I attempted to speak, she laughed, accused me of being rude, and claimed I was yelling — which was completely false. This appeared to be a deliberate tactic to shut down the conversation rather than resolve the issue. What was most concerning was the lack of basic professionalism, accountability, and customer service skills. A manager should be capable of listening, de-escalating, and resolving concerns — none of which occurred. Instead, I was spoken down to and treated with contempt. After reading other reviews, it is clear this is not an isolated incident. There is a consistent pattern of dismissive and hostile communication from this manager. I have purchased multiple things from this store but after my experience today I will never return. EDITED…. The information provided in your response is incorrect. When I attended the store (which is still clearly trading as Underwood’s Fine Jewellers, including on Google), I advised that the watch was purchased there and that I was seeking advice on how to have it repaired. I did not assume the watch was under warranty. I was simply asking for assistance. I was told, "we’re in the process of being sold so we cannot help you." There was no apology, no attempt to assist, and no advice provided other than being told to go to the North Lakes store. The interaction was dismissive, unprofessional, and demonstrated a clear unwillingness to help. I subsequently called to provide feedback regarding this experience. Instead of listening, I was spoken over and argued with. At no point did the Manger attempt to understand the issue or offer any form of resolution. If the watch was not purchased from this store, it is difficult to understand why the purchase appeared in your system and was confirmed by the store Manager. A review of other publicly available feedback on both Underwood’s Fine Jewellery and Blue Duck Google profiles indicates that similar experiences have been reported by multiple customers. This suggests a pattern of poor customer service and unprofessional conduct. For context, the three-year-old watch was repaired by another local jeweller for $60. They provided excellent service despite the fact that the watch was not purchased from them! Now a five star Google review for that business warrants my energy rather than engaging with this one!