Poor quality products and service provision

I am communicating with sheer disappointment and disgust in the way my concerns as a loyal customer has been addressed. I purchase my wife’s wedding set in 2019 of which we only got married late in 2020 (08 August 2020 to be exact). My wife is very holy over her set of rings. Firstly the rings which was sent away even before taking ownership of it due to a flaw, also a year later she has started having issues with her rings pertaining to poor inferior quality. Record of the issues is recorded by American Swiss staff members.

Not long after that a second instance happened of which we had to pay (quite a bit), for repairs to the poor quality rings. Now once again the ring was sent in for an assessment and was told she is not getting it back due to the outcome of the assessment with feedback (as we thought it would be of) the quality and workmanship of the rings.

I believe I am one of American Swiss loyal customers, as practically for every occasion my wife would receive an item from me, purchased at one of the American Swiss stores.

We were informed last year by staff members of two of American Swiss Jeweler stores that the value of the set has surely increased over this short time, yet now that the rings is going to be kept back by American Swiss….we are informed that she has to take something else to the same reduced value of what I paid for it 3 years ago, of which I am not in acceptance of.

I surely am not a happy loyal customer right now as I was informed that my request to be refunded the current value of the rings will unfortunately not be entertained. It is not like the ring is still being paid, as I have paid for these ring in full and cash to be exact, of which they had no problem accepting my cash money.

I do believe that this is poor customer service and feel that I am getting the short end as a valuable loyal customer.