NWJ THEFT

The most disgusting customer service any company could have, it is actually shocking. From Head Office, to Managment or staff at the branch (Westwood, Durban), no one has any idea, seems like all were picked off the street & placed in positions. My husband purchased a ring with 8 Little Diamonds in May 2022, which I did not make use of, had to be resized etc. I had used the ring at most about 4 times until early December when I was using & shopping at a mall. When I returned home, I noticed one of the Diamonds had fallen off & obviously I would not have found if it fell off at the mall while shopping. I had taken to the Westwood Branch & spoke to the manager, who informed me that he will have to send for an inspection as the ring was relatively new & now the other diamonds could become loose & fall off as well. It was also not very long since my husband had purchased so i was informed that it will be sent at no charge as it was not my fault & could be a manufacturing error. I was also informed by the manager to take the ring back as it was the Festive season & the workshop will be closing for the festive season & to bring back on the 3rd January 2023, when the workshop reopens, which I did. I returned to MWJ Westwood Mall, Durban on the 4th January 2023 with the ring & handed in for the inspection as instructed. I was given a receipt & told it would take 3 weeks, which I was okay with. 4 Weeks later, not hearing anything, I go the branch only to find that the ring has not been returned to the store & the maanger will follow up & give me a call. A week later, I do not hear anything & go back to the store only to be told that they have not heard from the workshop as yet & will follow up & get back to me. Again, I do not hear from anybody & decide to call the Head Office myself. I spoke to a lady who had taken my receipt number & contact details & said will check what is the progress & she will get back to me. A week later, I still do not hear anything & go back to the branch. the manager informs me that he has no feedback but will call the head office while I am there. He returns to me saying, the head office has informed him that they could not find the same colour & size diamond to replace therefore the repair was not done. The manager informed me that he has made it clear to them that I have a function the week after & need my ring back completed which they had agreed to. Another week later, I hear nothing & go back to the store & the manager was not around but the staff who are now fami**** with me was so surprised at my ordeal & said they don't even know what to say. They as staff are not allowed to call the Head Office & only the manager is allowed so they don't know how to help me. I really do not know what happens from here as I have paid for my ring but they refuse to contact me or return my item so they have basically ****** the item, there seems to be no way for me to get the item back which I think is absolutely ridiculous. If the item cannot be repaired, the customer should be informed & the item either returned or replaced. I will most definitely not be going back to purchase from any NWJ Store ever again & will share my experience on all platforms I see fit & will most probably lay a charge of theft, as I have receipts to prove my purchase & repair.