ENGAGEMENT RING BAND CRACKS / TERRIBLE SERVICE

My fiancé purchased my engagement ring and had it resized at an additional cost from American Swiss Canal Walk15 July 2020, he stored the ring in the safe until 02 Aug 2020 when he proposed to me.

I decided to keep the ring in our safe and only wear it on special occasions as I want to keep it in top shape for our wedding day which is on 06 Nov 2021 which resulted in me only wearing the ring 5 or 6 times MAX!

The last time I had the ring on for a special occasion I noticed that the band was cracked straight through in the middle! Not impressed at all we took the ring back to the Canal Walk branch where it was purchased from, I have been constantly following up via Ntebo on WhatsApp and even passing messages on to higher management with no luck - I have all of the WhatsApp messages available.

14 April I received a call from someone at Canal walk branch informing me that my ring will be ready for collection the following week, I went in to the branch this past Thursday 22 April where I was assisted by Tamsyn and Saadiqah, Saadiqah said my ring was not there but took my details and assured me that she would follow up and call me back to give me feedback on my ring, by Saturday 24 April there was still no word from Saadiqah so I called the store again, I was informed that Saadiqah was on leave the day but spoke to Nicole she took my number and assured me she was going to contact Saadiqah to get more information and call me back with feedback and guess what! it is now another day later and yet again no call from Nicole or Saadiqah. I do have this phone call recorded as proof.

Its now been close to two months if not longer and myself and my fiancé am out of patience now! We have tried to stay calm and handle the situation as best as possible, but after all of our failed effort trying to reach out to get my ring back we have to escalate the matter as high as possible now.

Not only are we SHOCKED as to how a brand new ring that's only been worn 5/6 times max can just break like that? My fiancé went with American Swiss because he thought he would be buying and paying for quality as it is a well known brand which clearly was not the case, sadly he was let down and left with nothing but disappointment.

If there was a possibility of rings breaking when resized the sales consultant should have informed him of this before hand as he would not have purchased the ring to start with if there was a possibility of it breaking, the ring was not cheap.

I have missed very special occasions where I really wanted to wear my ring that I wont get back.

The lack of service from American Swiss as a whole is disappointing to say the least and I will definitely not advise anyone to purchase anything from them.