Appalling Customer Service and Poorly Trained Staff

I purchased a watch from Sterns Greenstone in June 2024. By December 2024, the alignment of the numbers had shifted and the watch no longer kept accurate time. I returned it to the store before 16 December and was informed that their technical team was closing for the holidays, only resuming mid-January 2025. I was advised that repairs would take 6 to 8 weeks.

On 28 February 2025, I visited the store to follow up on the repair status, as I was planning to be away. I was met with shockingly poor customer service from an employee named Nhlanhla. Before I could fully explain my enquiry, she rudely interrupted me, demanding a reference number. I explained that I had changed phones and no longer had the SMS, but I provided my ID and receipt, which should have been sufficient to locate my repair. She was dismissive and reluctant to assist, only checking after much insistence. Even then, she failed to provide any useful information, stating she had no details on when the watch would be returned. I requested that she email their technical team and follow up, to which she agreed, stating she would do so by Monday, 3 March. However, she never did.

On 7 March 2025, I returned to the store and spoke to the store manager, Lindi Mavundla. Instead of offering assistance, she was equally dismissive, stating that I could only enquire after the full 8-week repair period had passed. On 13 March, I returned to the store and encountered Nhlanhla again. The moment she realised I was there to follow up rather than make a purchase, her attitude became even worse. She again asked for an SMS before I could even finish speaking. When I reminded her of our previous conversation and the manager’s response, she dismissively told me to “be patient.” When I asked for a specific timeframe, she arrogantly rep**** that she didn’t know and that I “just have to wait.”

At this point, I requested contact details for their head office hoping to escalate the matter. Nhlanhla curtly told me to “Google them” and, when questioned further, smugly stated that it was “very much possible” that the store had no contact information for customer service.

This experience has been beyond frustrating. It is unacceptable for a reputable jewellery store to provide such substandard service, with staff who are poorly trained, unhelpful and outright rude. Had I known this was the level of service Sterns Greenstone offers, I would have never made my purchase there. I strongly urge potential customers to think twice before shopping at this branch, as after-sales support is clearly not a priority.