Bad service from American Swiss

I had a ring custom made at American Swiss last year. The reason for it being custom made is because the couldn't size the original ring (size M) to my size (I). We waited several weeks and got the ring and made the final payment on 1 September 2018. As this is an engagement ring I didn't wear it and my fiancé "surprised" met with in on 30 September 2018. It is a rose gold and morganite ring, which was quite costly. I took extremely good care of this ring, didn't even bath or shower with it. I work in an office and don't do any physical handwork except typing. Om 18 December 2018 I realised the 1 morganite stone was missing from my ring. It seem to have fell out. I went to American Swiss and the lady there looked at my ring and said she will have to send it away, and that they will replace the ring as it was still brand new and was custom made. However this could only be done in the new year as their "factory" is closed. I went back in January and she sent my ring away. After a few week she called me and asked me to come and see her. She told me that their quality assessment department found that " I bumped the ring so hard that the claw of the stone broke off and that is shy the stone fell out. The repair is for my own cost". I was astonished as I know I didn't "bump" the ring and all claws looked in tact to me. I told her that I am very unhappy as we paid a lot of money for the ring.

She said I can take the matter further if I want to.I then asked her for a quote. She sent it away again. I then came back again and she said they can't replace the stone because they can't find one. I took my ring to a Manufacturing Jeweller in Nelspruit to get a quote to replace the stone. He was very surprised when I told him what happened. He also confirmed that NO claw was broken off and in his opinion it is due to poor craftmanship that the stone fell out.

American Swiss will never see me again.