Bad Service

On the 25th of March 2019 I bought 9CT earrrings at an American Swiss store at Tableview mall in the Western Cape which were R1499, to my surprise a little under 3months later one of the earrings just broke. My first attempt to get help regarding this was going to my nearest branch but to my surprise the manager and the staff weren't aware on how to handle the matter. On the 23rd June 2019 I sent an email to their contact centre and GAIL RAUBENHEIMER advised that I should go to my nearest branch so the earrings could be accessed.

On the the 4th of July I went to the Cradlestone American Swiss branch in Krugersdorp as that was closer, I was assisted by Angie who took the earrings and told me that they would be taken to the warehouse to get accessed and if they can repair them they will advise me. However if its a manufacturing issue then an exchange or refund will be done, Monday 8th July 2019 I received a call from the branch requesting me to come collect the earrings.

When I got to the branch the earrings weren't fixed and Angie told me that it was a manufacturing issue but unfortunately she can't assist with a refund or exchange as the Cradlestone American Swiss Area Manager refuses to take the financial loss under his/her profit as these earrings were purchased at another branch.

I then sent an email back to the contact centre and Nabo Siyengo told me the matter has been escalated, to this moment I still dont know whats going on. Whats shocking is that it clearly states on their website that in an event like this the jewellery should be repaired but if thats not possible then an exchange or refund will be processed provided that its still under the 6months warranty period.

PLEASE HELP