American Swiss South Gate

To Whom It May Concern.

I bought a 12K ring in your South Gate branch in 2019. Her being pregnant always left room for ring size to vary, she gave birth in December of 2019 and the ring in question became her wedding band.

Going back to get the ring sized, to get her current (new) finger size, we where met with thee most unprofessional, uninterested, worst service in a jewellery store.

The ladies who work for your establishment, represent your brand poorly. I met an amazing gentlemen (American Swiss Mall of the south), I called him Rasta because of his long dreadlocks covered by a turban, we walked me through all my options discussed my budget and he was the reason I opted to spend my money in your store. He also advised me to use a store close to home for cleaning purposes as well as size or other issues. Hence I returned to South Gate.

Sadly my excitement of finding a ring she would like left me not considering the bad service I probably received when I bought the ring.

On Sunday the 23 Feb 2020, we took the ring to your South Gate branch for resizing and wanted to know what it would cost, we where told to sign it in and that by Tuesday the latest we would receive a call with a quotation, and we will then be told how long the process will take. Tuesday came and went, today my wife returned to the store to ask about the call she never received and the quote. She was made to wait, for almost 30min and left with no information but 'a quotation takes 2 weeks'. I later returned to the same store, the moment I indicated that I think that info she received is utter nonsense and I want the ring back, I will take our business elsewhere I immediately got help.

I received a quotation and was immediately told that the ring could be back by Tuesday. The manner in which all this happened though left me feeling like, I am a begger. The money I spent was nothing and that I should arrive with an attitude of someone who, is not a client, not educated and illiterate, not worth respecting or treated with respect.

It is with great insult that I left that store and if it was not that they have a ring that my wife loves dearly, I would never step into your establishment in South Gate ever again. Every single staff member there should visit your store in Mall of The South, so they can learn to appreciate:

What it means to create a great customer experience.

Excellence service, which will foster a returning consumer.

Professionalism

Work Ethic

By the time I had received the information about the ring, my experience was already do bad that I refused everything they mentioned. I appreciate what your company offers, the ring I purchased is something I am proud of and it lights my wife's face every morning.

This experience though I feel could have been completely different. Whatever inhouse training American Swiss offers to its employees, please do sign up all these ladies from South Gate, so they understand what it means to be brand ambassadors.