Defective Workmanship / Poor Service

<p><br />I wish to put forward my complaint/query in writing as I am extremely unhappy with the outcome received from NWJ regarding my Belcher neck chain and bracelet.<br />On the 19/09/2016 my husband made a cash purchase at the NWJ store in Richards Bay, He bought the Round Belcher with Senoretti Neck Chain & Bracelet as a birthday gift for my wife.<br /> <br />I wore the gift since and on the 09/02/2017 I was scheduled to give birth and removed all my jewelry only to realise that my neck chain and hand chain were badly damaged - it looked smashed like as if something rode over it. Being only 5months old we were rather dismayed that a piece of 9ct gold jewellery could look like this just from being worn on the wrist and neck.<br /> <br />We took it to NWJ Richards Bay, we were assisted by Londiwe and it was booked in for an exchange as I refused a repair on jewellery that is only 5months old, as we were certain there was definitely a defect in manufacture. I mean how can gold deteriorate to this state !?!? (Pic attached)<br />I received a call back from the store 6weeks later and was advised that the request was rejected with the reason that I had damaged the jewellery. We requested that the store hold the jewellery as we are not accepting it back. We were then advised by Londiwe to escalate our concern with customer care.<br />We have made all our jewellery purchases cash from NWJ and this is very disappointing as it is as if I purposely damaged my jewelry.<br />Had i not removed it we would not have noticed the damage and the jewellery could have broken off and fallen – that’s how badly smashed the links are.<br /> <br />If NWJ has assessed this hand and neck chain and states that it is physical damage by the person wearing it I would gladly like for a written report of how this can occur when it is on the wrist and neck as 9ct gold does not deteriorate to that state within 5months of being worn on a daily basis.<br />If the quality of the Gold is so bad then customers should be advised when purchasing jewellery that they should not be worn all the time, they must remove them when bathing ad sleeping!!!!!!<br />As this is a first for me after owning so many pieces of jewellery, all my jewellery is worn on a daily basis without removing and the state is like how it looked when I purchased it.</p> <p><br />My written query was escalated to their complaints department on 10/04/2017. No response was received, on the 24/04/2017 I made a further enquiry for feedback. <br />I was only then advised on the 04/05/2017 after making a further enquiry that I should call the store that I purchased it from to get feedback.<br />i made a call to the store and they advised they will enquire and revert. <br />The store manager called me advising that NWJ cannot take responsibility as the chain cannot be defective as while it **** in store on display it did not get damaged, and I damaged it! Isn't that obvious? How can it get damaged while laying on display in a tray!!!!<br />I questioned her how can gold look like that just being 5months old and she advised its hollow gold!!!!<br />If that is the case then Gold....hollow gold should come with a care label on how and when it should be worn!!!!! Because as far as I can remember Gold can be worn on a daily basis without being removed! <br />It's GOLD not imitation gold, or gold plated or touch of gold! If that's the case I would save myself the money and all the running around and buy **** jewelry so it can perish within months! And I won't have to bother grieving about it, but just buy another set!<br />I was then told by the lady...."there's nothing you can do, maybe melt the gold and make a bangle"</p> <p>How heartbreaking to spend R12 000 cash and it gets smashed because of defective workmanship so you just melt it and make a bangle !!!! A bangle u don't even want!!!!</p> <p>Very very dissatisfying and disappointing!<br />I will never make another purchase from NWJ again !</p> <p>I will be taking this to the media as well as my legal representatives, that's for sure!</p> <p>It's not only about the money but also the PRINCIPLE!</p>