Bad customer service

I purchased a ring in November from the phoenix plaza planned to pop the question on holiday we planned a year in advance which I could not change… being a guy I went for the best option at the time looking for the best valued ring but showing it to my family they told me I should get something better fits the taste of my partner.

I got back to Durban on the 30th of December 2025 and called American Swiss on the 2nd of January explaining I was away I understand the policy the ring is safe and exactly how they handed it to me could they help. Sales agent put me through to the manager and she refused to listen not even try to understand or showed any empathy she said “I should read all my documents upon purchase she can’t do anything “

Being a owner of a successful business which runs on customer support and relationship retention I was horrified with the way I was explained and upset that I spent so much of money at a business that markets the perfect moment or the trusted jewellery store it’s sad.

I asked if she could help me again or anyone I could speak to higher and I was told she is the highest and she could not do anything to assist all I wanted to do was change the ring and purchase a different ring and pay the difference but the bad service lack of communication and tone just makes me not want to step into any of these branded stores again and make sure everyone I know doesn’t… this is really sad