1 reviews | Active since Mar 2015
Faulty watch not returnable
In January I bought a Lanco watch for my mom.She wore it 2 days when it stopped working. We returned to the shop asking if they had specific places we had to have the battery checked, thinking it was the battery and they said any jeweller is fine.The lady helping us said if it wasn't the battery they'd replace it.We changed the battery - useless.It stopped working again.We returned to the shop, only to find out the lady wasn't clued up - they don't just replace watches!They tried to make me understand that it HAD to be sent in for repairs and they could not just exchange it (note that none of this was explained on initial sale, and the guarantee card wasn't filled in either).I filled in the repairs slip but noted on it that I had requested a replacement NOT a repair. The service was appalling to say the least, so I contacted Head office via email, only to hear the manager has to take care of matters in store.On 9 Feb, a Ntombi called asking my ID/acc no. as they would credit the watch.Today a guy called me saying the watch is back from repairs.Needless to say I don't want it, as I already got a new one.The manager refuses to credit the watch and is trying to say we took links!
We have investigated your complaint, and as such, liaised with the store in question.
As a result of the watch not being in proper working order, the store followed the correct procedure by sending the watch to the relevant supplier for repairs. We were advised that the watch has since been repaired, and returned back to the store, and that you were informed of this.
We regret the manner in which your query was initially attended to, and the fact that you are not pleased with the outcome to your query. We believe that you were informed that as the watch is not in a re-saleable condition any longer; we are regrettably not able to credit it for you.
We hope that you will be able to accept our stance in the matter. Should you have any further queries or concerns, we encourage you to contact us directly on *** or e-mail ***.
Kind regards,
Charmaine
We have investigated your complaint, and as such, liaised with the store in question.
As a result of the watch not being in proper working order, the store followed the correct procedure by sending the watch to the relevant supplier for repairs. We were advised that the watch has since been repaired, and returned back to the store, and that you were informed of this.
We regret the manner in which your query was initially attended to, and the fact that you are not pleased with the outcome to your query. We believe that you were informed that as the watch is not in a re-saleable condition any longer; we are regrettably not able to credit it for you.
We hope that you will be able to accept our stance in the matter. Should you have any further queries or concerns, we encourage you to contact us directly on *** or e-mail ***.
Kind regards,
Charmaine