American Swiss - Centurion Mall

<p>I received extremely poor service at American Swiss in Centurion Mall. <br /> <br />I went to the store to get my wedding bands resized before my wedding. When I went to collect on the 5th of October, I noticed that the bands were not the same size. I asked the store assistant to measure the bands and they agreed. The Manager, Crystal, was extremely rude and impatient. She said that she will send the rings back to have it fixed. I have already paid for the resizing of the rings.<br /> <br />I told the manager that I'm getting married on the 8th of October and I need the rings. So we agreed that I would return the rings after the wedding to have it fixed. I returned the rings on the 17th of October and was told I can collect it on the 25th of October. After numerous calls and visits to the store, the store assistants couldn't tell me where my rings were and why they aren't back yet. <br /> <br />I went to the store to collect, only to be told by Erika that I can collect on the Friday. When I got there on Friday afternoon, she said that she will phone to find out, and then told me to come back on Monday. Monday afternoon I went to the store, only to be told to come back on Wednesday. <br /> <br />On the 1st of November I still haven't received my ring. I have to phone to follow up, because they never get back to me. When I finally get to speak to them, they are rude and impatient and won't give me a straight answer. I'm wasting my time and money to phone and drive to the store, just to find out that I have to wait a couple of days longer. <br /> </p> <p>I received a call from the store assistant, Erika, that my ring is available for collection.</p> <p>I went to the store on 2nd of November at around 17:15 to collect my ring when Crystal informed me that the ring arrived, but she sent the ring back since she wasn't satisfied with the band of the ring. According to her it was too thin.</p> <p>She apologized for the whole situation saying that this is not her fault, but that of the workshop. Crystal then asked that we return before 19:00 to collect the ring. Just before 19:00 she phoned to tell us that the driver is stuck in traffic and that she is still waiting for him, so we agreed that we will collect the ring on 3rd of November.</p> <p>The fact that the manager was shifting blame and does not take responsibility for the poor service in her store is concerning.</p> <p>I requested a verification certificate for the rings and the diamonds which they forwarded a couple of weeks later. The verification certificate they sent didn't even correspond with the original that I receive when I initially purchased the ring.</p> <p><br />The Area Manager, Susan, then phoned me. According to her, they have been struggling to get hold of me for three weeks, which is weird considering I have not changed my phone number or email address.</p> <p>My biggest frustration was the fact that they are shifting the blame so that no one has to take responsibility. This has been the worst after sale service that I have ever received.</p> <p>Susan's solution to my situation is that I need to take the rings to a jeweler at one of the TFG branches to check the diamonds and if I'm still not happy, they will send it to the workshop for the valuation certificate. This implies that I once again have to drive to the store and if I'm not satisfied send them to the same workshop again.</p> <p>At this point I'm just wasting my time and energy fighting a losing battle, and my only solution will be to take the rings to a private jeweler for valuation. I feel as if I haven't gained anything from this experience and I was offered no solution. </p>