FRUSTRATED!!!!!

What a lengthy, frustrating process with no customer satisfaction at all... the process started all over as of today (22nd September 2021, since 2nd July 2021).. imagine this for business!

I walked into American Swiss, Bayside Table View on the 2nd July 2021. Made an enquiry as I need two hooks replaced on my Engagement ring. The sales assistant captured all my details etc (successful). The young lady (Noni) explained the procedure, whereby I would get an sms as proof that I brought in an item as they went paperless. I was told, after the sms, the item gets fetched from the store within 7 working days, the repairs department would then send a quote which I can either accept or decline etc.... weeks went by into the new month. I then decided to popin to the store on my way home as I get to pass through the mall some days when travelling. The sales people could not remember me, whilst I explained that I brought my ring in a month ago and even gave a discription of the ring to the lady who captured my item but they could not remember (not blaming them as it's been a month without contact, sms of quote etc) I had to submit my details to the manager (whom I was told yesterday, no longer works for the store) she personally told me she would be taking it over as this has been so long and still nothing. In early August when I had to follow up, the manager told me she would call repairs and find out what is happening then give me a call (feedback).. week or two I passed by the store again, asked what's happening, I had to remind her about the situation and she said they still did not get back to her thats why she never called me but she will call right away... at this moment, I am in store, standing, waiting on her to call.... I was handed the phone to give the discription of the ring and it turns out that the repairs never had the ring at the time and was not aware of my request. FRUSTRATED AND IRRITATED at this stage - no communication whatsoever and at this stage, the ring is still not in their possesion for repairs. The manager says to me she will call again the following day and find out if they got to the ring and give me a call to let me know what's happening and this time around I mention it to her that she promised to call the last and never did so that I had to come in and follow up myself (unprofessional).

Next day went by, I go popin again and she tells me she tried them earlier today but they only sent the quote etc 5 min ago. She goes onto the system, into the quote, shows me the amount of R865.08 and asks if I accept..? At this time of showing, she send the quote to me and on her side accepts while I am standing with her. Finally the ring is "suppose" be in progress.

I get an sms saying the ring is ready for collection. I go to the store, spoke to the lady who captured my ring 💍 asking her if the ring is in store as I got the sms - she says to me then it definitely is with them in store. I just happened to ask her to check the ring before we proceed with anything else, let's make sure the job was done. As she takes the ring out all confidently, saying to me there is no need to check cause it has to be done (very lovely lady btw) I tell her, let's just check to be safe! To our suprise, nothing was done to my ring, I have been quoted, basically charged a price on an item they never even worked on!!!! I was cool and calm, the lady said she will have to deal with my ring repair again as the Manager resigned.. ok!

She asks me if I am in a hurry (just after 4pm) I told her yes, I am on my way home. She assures me she will call, she doesn't know what went wrong etc. She says she will have to go with the same job number and not open a new one as the current one has not been finalized so she will send the ring back and write this in the goods sent book as proof that my ring went out of store again.

Earlier today @ exactly 10h02 - I receive a call from Noni, she explains to me that she has spoken to the repairs department, not sure what happened but they say that the quote must've not been accepted. I explained to the lady, I have shown her the sms as proof just yesterday which she wasn't really interested in as she had to check via their system anyway... she said yes, she understands what I am telling her but the fight is not from them with me, she was telling me the repairs said they somehow never received the "accept" but they will pick up the item within this week and have it back next week as it is marked as "urgent" once again!!!!!!!

I asked the lady how that now works, sending the ring out again without any proof the 2nd time but writing in her goods sent book and with that I ask her how it helps sending it out with no confirmation on the system or acceptance of a go ahead via the system when it was done at first but was never valid or received..

I then ended my call by telling her as long as they have proof that my ring left their store again, frustrated but not able to express myself at the time as I was in office while answering her call.

I am not happy about this at all. This is no sense of customer service at all (poor is not even the word)!