Disgusting American Swiss Repair Service

Hi I had recently repaired a Ring at American Swiss La lucia. The center stone had fallen out, but fortunately we had found the stone. The item was still under warranty. I took it into the store for repairs. A week passed and I had no feedback. I stopped by the store to be told there was an issue with the ring, and it is being sent to cape town for review. I questioned why it needs to be reviewed, I was told it's not their fault the ring is broken.

After waiting several weeks, i received a very rude call from the manager, to inform me that the ring will not be fixed. An attached report indicates that they can not replace the stone as the clasp is badly damaged.

When the ring was initially repaired , the clasps where fine, when replacing the stone the metal was bent,and compromising its integrity. The weakened metal has now broken and they are unwilling to fix it despite it being under warranty.

The store, and all management have treated us very poorly. An investigation as why there are no records available in the store should have been conducted, as well as reviewing the quality of the workshop workmanship, as this is the 2nd time i have had issues with this store/workshop. Where different items are experiencing the same issue, and they are not holding their warranty.

I have tried endlessly to contact Customer Services, not a single agent has gotten back to me. I have since taken the ring to another jeweler for review, they said that the Ring can be fixed. Please can you contact me, so we may find a way forward.

This is seriously the worst service I have ever encountered with the Foschini Group.