Shocking and Non - Existent Customer Service!

My boyfriend purchased my engagement ring from NWJ Baywest Mall on 4 November 2020 We were not sure that it would take so long for it to be resized and sent back to us.

My boyfriend planned a special engagement for this weekend & we are due to fly to Johannesburg on Friday 14.11 at 10am. We spoke to the store manager (Nicole) and she said that she will try and make a plan for us to fast track the resizing. On Monday 9 Nov we called the store and Nicole advised that she managed to get the resizing done quicker and that the ring should be in PE by Wednesday 11 Nov latest.

We called yet again on Wednesday 11 Nov and spoke to one of the Sales Consultants as Nicole was off. The consultant first of all had no idea what we were talking about. Once we explained to her she said that she will send an email to find out where the ring is. We called back twice that day to get feedback. We were then told that there was a problem with the courier (RTT) and that they will have to get back to us on the following day at 10.30am.

As by some miracle, we were actually called back by the store. Nicole said that they were having issues with the courier but could not say what the exact problem was & when the ring would get here. I was at this stage sick of their incompetence and feeble excuses, so I CALLED RTT to find out what is happening.

I spoke to a lady in customer services who said that she will be able to assist me if I can get her a order number. She gave me her direct number so I could call her back. I then called NWJ to get the order number. They said they have been trying to call RTT but no one is answering. Nicole would not give me the order number so I could do follow up. So I gave her the number of the lady I spoke to in customer services. I was promised a call back. The thing about NWJ is that they NEVER call you back.

In the interim I called the Customer Complaints Department at their Head Office. I spoke to a lady there who took my details & said that she will call the store & get back to me (still waiting for that call too!!) Nicole called back (what a miracle!) and said that RTT has found the parcel (this makes me worry!) and that she spoke to her boss (no name given) and that the ring will be at their store at 9am on Friday morning. Our flight to leave for Johannesburg was at 10am (which we told them countless times!). We have no subsequently had to move our flight to a later time on Friday. This is at our own cost.

This would never have happened if NWJ showed any interest in their customer service. Getting back to a customer is such a simple thing to do but clearly it is too much of an effort for them!

I have no idea if my ring is going to be at the store tomorrow as NWJ has made so many empty promises already. NWJhas ruined what should be a very happy experience for us. The only experience they have given me is one that is stressful and disappointing.

We wanted to buy our wedding bands from NWJ aswell, but this negative experience & shocking customer service has changed our minds. We will rather go and pay more somewhere else and get proper customer service than to go through another ordeal like this again with NWJ.

NWJ Baywest NEVER calls you back. They NEVER give you feedback when they say they will. To them you are just a sale. Customer Service is non-existent.