Prime Waste of Time

Ironic how much time they waste customers. I went there to claim an insured watch, of which the claims process was seamless only because Ibrahim (who has since resigned a week after I had submitted my claim) was literally the only one in store with knowledge of how to process an insurance claim. The TFG Insurance guy I dealt with on the phone throughout the process too was very helpful and made the claim seamless on his end.

The issue started once my claim was approved and a voucher sent to the store. Between Margot (Prime Time staff), Shakeerah and Nicole (both American Swiss staff) they managed to order a replacement (on a Saturday) from another store as there wasn't stock of what I wanted in stock. I was assured that the replacement piece will be received within 3-5 working days, but on the 5th day I had to follow up on the order, to which I was told (by Margot) that a watch had been received, just not the right one.

I took it upon myself to go to the store and get clarity on the matter, where a new manager (Alex) was present as well as Margot. I asked to speak to the manager aside and explained the matter to him, to which he rep**** "there's nothing I can do". I insisted that there is surely something that could be done, to which he suggested he'll contact the area manager to collect the piece from the Tygervalley store (apparently the only store in the WC that has the watch in stock lol) and her response "my hands are tied", which I thought was utter garbage. I was told by both Margot and Alex, after a while going back and forth and getting insincere apologies, that I'll have to wait another 2-3days. In all that's happening no compensation for wasting my time and incompetence on their end was offered.

To top the whole matter off, once the correct piece was received, I was called to collect, only to spend a further 1hr20min in store. Alex did not know how to process the claim and had to call a FEW American Swiss staff members for assistance (Sadiqa and Bradley). Sadiqa was the most helpful with assistance from a lady that kept being contacted telephonically to assist with the process. After hitting a "stuck", Bradley got called down, who eventually completed the process. Meaning an insurance claim took 7 people to process and seemingly only 3 people had some idea of how the process works.

Good thing the store is closing down, NEVER PURCHASE OR THINK OF GOING INTO THAT STORE, YOU'LL BE WASTING YOUR TIME AND MONEY!!!