Worst Experience at Pearl & Diamond Designs - Shocking Customer Service

On the 29th of April 2021, I sent a bracelet to be resized at Pearl & Diamond Designs. On the 12th of May they sent an email informing me that the bracelet had been ****** while it was in their possession. I had to follow up with them regarding the ****** item and then received communication from the Retail Manager, Freddie Wessels, who had been in contact with customers who also lost their items and were very upset. The Retail Manager told me that they are incorporating it in their insurance claim and that they have put in a claim for my bracelet. Initially, I gave them time to rectify the matter (either through a refund at cost price or a bracelet of the same value). On the 2nd of June, the Management Team sent me an email saying that they are “prepared to assist with the replacement of my jewellery at cost.” Their communication was very poor and I had to follow up with them again. On the 28th of June their story changed and they said they will no longer replace my bracelet or refund me because they are “not liable and that they're only willing to let me purchase a new item at their cost price.” They said it was not their fault that the bracelet got ****** while it was in their possession. My bracelet was taken by Pearl & Diamond Designs and was never given back, replaced or refunded – even though they claimed from their insurance!

Never in my life have I ever come across such poor customer service. This was the incorrect way to handle the situation.

I will advise you to never get anything repaired, engraved or resized at Pearl & Diamond Designs. They do not value their customers and are not prepared to assist you!