Lovisa The Zone: Regional Manager Treatment towards loyal clients.

The staff and management that I dealt with today at both stores of Lovisa were both Amazing today, to start things off.

That being said, my daughter bought my wife a beautiful ring in February but the one stone fell out the same day my wife wore the ring for the same time.

Since March 2026 we have come to the store more than a few times trying to get the ring refunded, to no avail.

Today, i went to the store again but was lucky enough to deal with the store manager on duty who sadly confirmed that she would have refunded if she was able to, however now only the general manager can authorise a refund as the ring was purchased more than 30 days prior to today.

I asked the manage to contact the regional manager, Ntombizodwa, khumalo, which she did.

Ntombizodwa, confirmed the same 30 day rule, to which I responded that she is free to check the camera's to confirm that we came within the 30 days to be refunded but was never assisted.

She then responded thatbshe cannot be expected to get the footage checked, in order to confirm if I was telling the truth but I CAN EXPECT NO REFUND AND RATHER SUBSTITUTE JEWELLERY FOR MY WIFE.

I am trully unsure of this is acceptable by the relevant Ombudsman however, I will be sure to check with them, because this behaviour is definitely bad business practice and should not be what loyal clients receive from "Senior Management".

Maybe I should have insisted on speaking to Chanel Horne and I may have had a better experience however due to coming back to the same store repeatedly to just get a refund with no resolution, my wife accepted the substitute rather then us continuing to waste our time.

I dont know what to say, after years if being loyal clients and having this treatment I think is firstly pathetic and worse of all, terrible business practice.

Shaun d