TFG - Sterns - Disappointed

I Monique Biswardutt, purchased a men’s ring for an engagement from Sterns store in Liberty Mall, Pietermaritzburg, on Sunday 17 August 2025. A lay by was taken for the ring by way of deposit in on 17 August 2025 and the final payment was made on 19 August 2025. A total of R13 499.10 was paid. The member of staff assisting was Sinqobile. The receipt number SR***. The details of this transaction can also be found using my id number.

On 19 August 2025 (the day of final payment) the ring was sent in for resizing. It was not worn out of the store. The ring was set to come back on 25 August 2025. The Picture of the ring is attached mark “annexure 1-2”

On 25 August 2025, my partner Mark Govender went to collect the ring. Upon inspecting the ring, it is now completely different and defaced. Picture of defaced ring marked “annexure 2". My partner requested a refund from Sinqobile, and it was refused. He then requested to speak to the store manager, Ayanda Nzimande and she refused. She said the ring is the very same.

Ayanda Nzimande:

Outright refused a refund She was blatant, rude and had no customer service She inspected the ring and said it looked identical, yet the pictures differ completely

The ring was sent for resizing but the face of it is now damaged, this shows there is poor workmanship on the ring and or is defective. The ring is supposed to be a lifelong investment, instead it seems like a perishable. After resizing the ring is damaged which shows that it has poor workmanship and or is defective. In terms of the CPA there is a 6-month guarantee. The goods are defective, made of poor quality and not suitable for the intended purpose. I refer you and your office to the provisions of section 54;55 & 56 of the Consumer Protection Act 68 of 2008. My rights herein and strictly reserved and not limited to these provisions. My partner Mark Govender is an attorney by profession and advised Ayanda Nzimande, that in terms of the CPA, she cannot just refuse a customer a refund or replacement for a good not collected, defective and or has poor workmanship.

For Ayanda Nzimande (who is in management of sterns) to outright reject a refund, or for us to take another good, is a bullying tactic used by the supplier against the consumer. Her actions should be carefully considered in lieu of the position and authority to holds as opposed to a general member of staff. In addition to this Ayanda Nzimande requested my partner Mark Govender that he inspect the ring and say what was wrong as she is not an expert in Jewelry. Yet she works in the store as management and was even sent the picture.

Sterns have ruined this precious moment in my life, one which ought to be a happy memorable one, and quite frankly the customer service from Ayanda Nzimande was pathetic to say the least. My partner has purchased my engagement ring from Sterns and has been a loyal customer for years. You can search him up under ID‬. Not once was there an issue until he met with Ayanda Nzimande. Ayanda also refused to log a ticket for a complaint, and it opens up this challenge and places sterns at a risk of reputational damage, complaints, legal action, amongst other things.

Due to her refusal to assist with this matter it is now being escalated to you to resolve by close of business today. Failing which, I intend to approach:

The Consumer Ombudsman The Jewelry Council of South Africa Hello Peter Social Media

Kindly contact me on my email and advise me of your proposed resolution. I am open to:

A full refund A replacement ring of my choice from your store, and the balance (if any) paid back to me.

NB:

I am not open to the ring being repaired. It is clear defective materials and poor workmanship on that ring. Should the need arise this email will be used in any complaint or legal proceedings as proof thereof.