Poor Quality of Gold and Workmanship

My name is Mrs. Naidoo, my husband purchased a 9ct Belcher chain from NWJ – Phoenix Plaza on the 28/08/2017 at around 3pm. The chain was marked just over R10 000 as the store had a 50% sale, he purchased it for R5500. This chain was issued with a Valuation Certificate as well and the manageress of the store gave us her word that their workmanship and gold quality is 100% guaranteed.

This chain was bought as an Anniversary present for me. My 10th Anniversary was on Friday – 01/09/2017 which was 4 days after the purchase. My husband handed me the gift and as he put it on my neck the chain snapped immediately. This really disappointed us and spoiled our day as we have reached a milestone and the gift my husband handed to me was poorly made.

The point at where it snapped the links could be pushed in and out that is how fragile the gold was at that point of the chain. The same day my husband went back to the store and complained about this poor workmanship and quality that we have received. The Manageress stated that it could be the one defected product out of 100. My point as a customer was, If that chain had fallen off my neck and got lost due to the poor workmanship of NWJ who would have compensated me for the loss.

They did not have another product of the same kind to check if all was defected. The owner of the store was absolutely RUDE to me as I spoke to him over the phone. He said he is giving me an OPTION to get a refund and I don’t have a choice. I asked him for a chain that was similar and was 1gram more than what we purchased and he said NO. He did not even try to negotiate so that we as customers could leave happy yet it was an important day for us. This is not the kind of service we expect from a well know brand like NWJ. They reversed my husband’s transaction as he paid for the chain with his Capitec Debit Card. – This all took place on Friday then 01/09/2017.

Today is the 05/09/2017 and the reversal did NOT reflect into my husband’s account as yet. I called the National Operations Manager: Gabriel Vosloo – ********** around 2:50pm today and explained to him the scenario as to what has transpired. He said that the money would not reflect into my husband’s account because it was a Debit Card transaction, the money will now be in a suspense account until my husband contacts his bank and then they will put the money into his account. This is a great inconvenience for us considering that my husband and I work. Now I believe that besides the poor workmanship and all the other despair we got from NWJ, they could have told us this at the branch before we could leave so we would have been fully aware on what to do and how to get our money back.

Gabriel Vosloo said that he would get back to me by tomorrow 06/09/2017 @ 10am.

I would not advise any consumers to purchase gold from NWJ as they quality is pathetic and their services too