BAD EXPERIENCE WITH AMERICAN SWISS

It was last year December 2018 when I brought in a faulty watch that was bought as a gift from my late father 3 years ago. The watch was still under warranty so I was advised by a lady Khiare the watch could only be booked in for repairs in January due to the suppliers being closed during the December holidays. Fine and well, I was patient as I understand the company has processes in place. She confirmed verbally that they will give me a call in late January to come and collect the watch as it will be ready. I gave them 2 contact numbers just in case they are having trouble getting hold of the one. The whole of January went by, no call was received. In mid February 2019, I still received no calls from any of the numbers I gave them. I then went into the store and the guy tells me Khiare is on maternity leave so they don't have any tracking of this or he isn't even she booked the watch in with the suppliers at repairs so I should give him my details and he will call me. So the process starts again, 2 weeks went by and I receive no call. Beginning of March I go into the store again and they tell me they unable to assist me as I need the warranty slip. So I get the warranty slip to them the very next day and the wait continues. April 2019 is here and they tell me the LOST my watch!! They wnna compensate me with a pendant. ARE YOU FREAKING KIDDING ME? This watch holds sentimental value and you wnna compensate me with a pendant. My time, money driving up and down to N1 city back and forth calls and just to tell me 5 MONTHS LATER you lost it?

At this point I was at an extreme feud and I no longer wanna deal with american swiss. I am a loyal customer and to be treated this way is extremely disappointing. That watch meant the world to me and was very precious. Nothing could ever replace it. What makes this whole situation worse is that there was no call from a manager or anyone apologizing or no explanation to what happened and why and how all this went wrong. I get these things happen but the way this was handled brings american swiss right to the bottom of the log.

I am literally still sitting with no watch, no refund and still no call. I got off the phone with the store manager chantel and all she said was she will "call me back tomorrow" which i know is never gnna happen.

Regards,