American Swiss / TFG Terrible customer service

Hi Good day (Email sent on 28.05.2019)

I have a complaint re American Swiss quality of rings. My husband purchased (CASH) my engagement ring from you. Which the diamonds fell out 3 times. Canal Walk branch admitted that is was a manufacturing fault on their side. Eventually the exchanged my ring and my husband had to pay in another R 2000.00 for the ring that I wanted. Thinking of buying a more expensive ring this won’t happened again. It happened again I took my ring back to American Swiss Canal walk dealt with Robin (28.05.2019). then she tells me I need to pay for the diamond. I mean what a cheek. Once again American Swiss messes up and the client needs to pay for the damage. And I can guarantee you the diamond is going to fall out again. As I have had this experience before. And how do I know that it is even a diamond they are putting in the ring. I am very disappointed in American swiss and the quality of the rings I mean we are talking about R 9000.00 not a R 900.00 ring. American Swiss is supposed to be quality thus the reason for purchasing form you. Now Robin tells me I need to pay for a missing diamond. I am sorry I am not paying for any diamonds or repairs. I mean how much more phone calls must I make and petrol up and down all the time. I have set aside a ring with Robin, which does not have claws. Cause I feel that your claw rings is definitely a problem. I am really disgusted in the service and the quality of your products expected more from American Swiss. Please get back to me soonest as I am very upset re this. I mean there is sentimental value to a ring it is not just a costume ring it was my wedding ring. And now I am on my 2nd ring. And this happens.

Please get back to me soonest re this matter. As it is a matter of urgency.

Hi Email sent on (29.05.2019) We are in receipt of your complaint. Please provide us with a contact number on which our Field Manager can make contact with you. Best regards, NABOSIYENGO

Hi

Apologies for the confusion.

When they came to collect to have it assessed, we did not hand it over to them as we decided to send it to our group quality department which ultimately makes the final decisions on whether it is a quality issue.

They would have gotten back to us with in about a week should it have arrived by them after they collected by us. As thatbis normally how long it takes for them to get back to us.

As soon as our quality department gets back to me, i will immediately give you feedback.

Regards Jody

On Fri, 31 May 2019, 11:16 Hi Jody I don’t understand, you have received the ring back at your canal walk branch, but you cannot tell me what the jeweler said. How is that possible. If you have received the ring back in your position surely the jeweler had to give his comments straight away not another week to think about what is wrong with the ring. I don’t know if you guys are trying to buy time. And your Head office is just as useless they don’t even phone a person Louise Rassouw. This is unacceptable and I would like an answer asap. Your customer service is pathetic. If I get no satisfaction for American swiss I am taking it further this is not the first time this has happened to me and I have dealings with re to this before. I need to do all phoning and following up. I don’t want a ring with claws again as this is definitely a problem. here is my original email to American swiss. AND no one has even attempted to contact me from Head Office.

Till today no response or correspondence from either Louise or Nabosiyengo, I phoned head office they tell me louise Rassow not answering not allowed to give me her number or email address. this service is pathetic.