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Sonja C

1 reviews | Active since May 2018

14 May 2018, 14:55

NWJ - Terrible Client Service

I am extremely disappointed in NWJ. I bought a ring with 3 x bands in Feb 2018 and this ring had lost 5 x cubic stones by end March 2018. A month, one month and the ring had lost all these stones. I then took the ring to NWJ end April 2018 and they sent it to repairs in Durban. Now more than a month later, without an sms to say my ring is ready for collection, I went to NWJ Kollonade and got the ring back with NO REPAIRS DONE and also BENT terribly. Their repairs office (a person named Guy) wrote on the plastic the rings was in. Customer bent badly, Customer Damaged. I AT LEAST EXPECTED THAT THEY WOULD REPLACE THE STONES, BUT THEY DID NOTHING. NOT A THING. GOOD CUSTOMER SERVICE WOULD AT LEAST HAVE REPLACED THE STONES AND CONTACTED ME TO ASK IF THEY CAN FIX. But NOTHING. Not a thing. When I purchased the ring, I was told it won't bend as it is strong, but now I have a bent ring and it needs stones. I WANT MY MONEY BAC**** I have been supporting NWJ for many years, but if this is the service I can expect from them, I want NOTHING to do with them!!! I lodged a complaint with Customer Service this morning and I am still awaiting feedback from them!!

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Replies (4)
NWJ
NWJ's reply15 May 2018, 08:25
Official

Thank you for taking the time to correspond with us. We appreciate your feedback and will definitely be looking into this matter.

Please note that your complaint has been logged and your case have been escalated to our Head Office and will we have your concern addressed with the relevant Department .


Trust you find this in order.

Kind regards,

SC
Sonja C's update25 May 2018, 11:19
Reviewer Update
Once again we are at the 25th of May and still now further feedback from NWJ or their head office that promised they will get back to me!!! I have been a loyal customer of NWJ for many years and I have spent a lot of money there. And this is the thank you I get for being a loyal customer!!!! Their customer care keeps on telling me they will get back to me and they don't!!!! I don't know what protects us from terrible service like this! I am extremely upset about this matter. They tell a person they are a valued customer, but yet they VALUE NOTHING!! I myself work in an industry where I deal with clients and I don't treat my clients like this. I don't even want my ring fixed anymore. I WANT MY MONEY BACK!!
SC
Sonja C's update01 Jun 2018, 13:27
Reviewer Update
Once again, yet another week has passed and still. I am the one having to phone customer service to get some form of service (I wouldn't call it customer service at all, more like useless service). You would think with me being the client, they might actually take the time to contact me and not the other way around!!!!! I think this is terrible. I feel like going to NWJ Kollonade tomorrow and standing in front of their doors and do my own advertising to tell the incoming customers how UESELESS THEY ARE. We have nothing protecting us against USELESS SERVICE!!!!!!
SC
Sonja C's update28 Jun 2018, 15:18
Reviewer Update
Now a whole month has almost passed and still. NOTHING. No ring, no feedback, no money back. Yesterday, I phoned NWJ Kollonade and they are now trying to make me out to be the bad guy by saying surely Customer Care must be trying to sort out the problem, when in fact, customer care is the middle man while head office is not getting back to those poor girls that works there. Shame, must be bad to work for such a ****ty company when you are trying to help clients, but you are getting no help from who actually has to sort out the problem. I think that I got NO SERVICE from head office, who should have sorted out the problem. NWJ HAS NOW COST ME MONEY WITH DRIVING BACK AND FORTH TO TAKE MY PRUCHASE BACK TO THEM.. and still nothing. I bought this ring end Feb and I got to wear it for a month and I have been having problems since them. I have no interest in going back to NWJ ANYWHERE IN THE COUNTRY. They can forget about my business ever again!!!!!!