BAD SERVICE, IMPLYING CUSTOMERS ARE LYING

(30/01/2025 )Dear Customer Service

I bought 9ct gold earrings from Sterns Vangate Mall 27/04/2024. One of the earrings broke and I took it to Sterns to be repaired 04/11/2024. All the parts were given and send for repairs. I have been back to the shop a number of times to query what is happening with the repair, as no one from the shop has notified me re the progress of the repairs. When I visit the store on several times, I was told that they are waiting for the repairs to come. When the repairs finally came back when I went to the store again to enquire as no one phones to notify about the repairs, when the repairs finally came, I was told that it cannot be repaired. I then proceeded to another jewellery shop, nearby in the same mall to ask if they can repair the earing. When I opened the repair pack, one part of the earring was missing, this was witnessed by the consultant from House of Silver, Riefkah. I then went back to Stens to tell them that there is a part missing. They said they will send it back to the repair people. I then got as sms from sterns, repairs total cost R0.00, I must accept this in 7 days. I tried to accept it, but it did not work. I then phoned the Sterns vangate mall shop and told the consultant that I want to accept the quote for the repairs but its not working on my phone. I was told by the consultant she would let the repair people know that I accept the quote for the repairs. When I visited the shop again to enquire about the repairs, they told me they did not receive it back. I was told that they will phone the repair people and let me know. No one informed me about the feedback from the repair people I had to go back to the shop to find out. Was then told that the repair people said that they did send all the earing parts back, although all the parts was not there. Then was told that they will ask the repair people to give a part. No feedback after that. These earrings I bought from sterns was pure 9ct gold earrings.

I would please like feedback regarding these earrings, and if I do get all the parts or replacement part, it should be 9ct pure gold and not infused.

Please assist as I am still waiting from 04/11/2024, and this has still not been resolved.

I am tired of making visits to the sterns vangate mall shop every time to ask for feedback.

Please see attachments.

Please assist me.

Regards

Dear TFG Customer,

Your request has been resolved on 10-Feb-2025 with reference number CS-***, relating to:

Sterns feedback / request

Kind regards,

TFG Customer Services

Dear Sterns (10/02/2025)

Please advise how my query has not been resolved and I have had no feedback regarding my query.

Regards

Dear TFG Customer, (11/02/2025)

We trust you are well.

Kindly see below feedback:

The earing was sent in for repairs and the workshop was unable to repair. The post had broken, both the post and earing was returned to store which was then handed back to you as per the store.Upon arrival at another jeweller it was discovered the post was lost. Based on this there is nothing we can do if the post was lost when the item was in your possession, we went as far as asking our jeweller if they are able to assist by providing us with a post to assist but they advised that they are unable to assist.

Unfortunately we cannot be held liable for something that’s out of our control.

Take care and stay safe.

Kind regards,

TFG Customer Services

Dear Customer Service

Thank you for finally responding to me.

The consultants never checked that all the items were returned from the jeweller and never opened and checked when the repair was returned to me.

I don’t understand how this was not in your control, why does your consultants not check when the repairs come from the jeweller that all the items are there, that is in your control,

And why does your consultants not check that all re repairs are given to the customer before the customer leaves the store, that is also in your control.

I opened the repairs at another jewellery shop very near to Sterns in front of the consultant, and the consultant witnessed that the part was missing, and I went back immediately to the store again.

This is really very bad customer service I will be posting this on social media platforms.

I will be taking this matter further.

Dear TFG Customer, (12/02/2024)

Thank you for your email.

Kindly note follow up was conducted with the store as well as with the field manager and it was advised that two staff members vouched that they checked the parcel and all the earring parts was returned.

Unfortunately we cannot be held liable for something that’s out of our control.

If you would like to appeal our decision, you can do so by contacting the ombudsman on ***.

Take care and stay safe.

Kind regards,

TFG Customer Services

Dear Customer Service

This is the first time that I hear that the staff checked that all the parts were there.

Its more than 3 months that this repair query is ongoing, and no staff member has told me that they checked that all the repair parts came back, this was also not checked when given to me.

The last time that I was in the store, the manager showed me repairs that is there for long and explained to me that she and the staff do not open the repairs.

The response from TFG gives the impression that I am lying about this.

This is the last time that I will ever buy from TFG, and I will inform family and friends regarding this bad experience.

I will contact the ombudsman and take this matter further.